You get what you get.

Vacation Rentals By Owner - or NO?

Over Thanksgiving, actress Anna Farris and her family rented a home in Lake Tahoe. A few people started feeling ill and went to the hospital. It was discovered they were suffering from carbon monoxide poisoning! The remaining family were evacuated from the home without incident. This story has a happy ending but could have just as easily ended in tragedy. The article prompted me to share some personal thoughts.

Direct rentals have becoming increasingly popular in recent years and are a affordable way to travel - BUT - What happens when things aren't quite right? Do you have any recourse with the property owner or listing company? The simple answer - it depends. Some owners always want to make things right, while others will do nothing.

As a travel advisor, I do not book clients using suppliers like VRBO, AirBnB, Homeaway or direct with a 'rent by owner'. Simple reason - I don't know any more about the property than you. I have no special relationship, no agent reviews and have zero quality control.

I DO work with highly vetted villa and home rental companies like Villas of Distinction, Luxury Retreats, and other smaller luxury suppliers around the world. Every rental comes with a concierge, onsite contact and a 'meet at greet' at the property. This is a different level of service than what most are looking for when you think of 'vacation rentals by owner'.

For every person who has enjoyed an incredible experience, you will find one that has had one that left much to be desired. Most of the time, it is fine - BUT - When it's bad, it can ruin your vacation. Below are a few client stories I have heard over the past 3 years. The good, the bad and the ugly.

- Nashville bachelorette weekend - Perfect condo/great location.

- Banner Elk NC - Great family reunion spot. Client wished there were blinds though as everyone rose with the sun and the dishes needed to be rewashed. - Owner response to the feedback was overwhelmingly positive. He apologized and appreciated our comments planning to rectify the situation for future guests. Everyone was happy.

- Charleston SC long girls weekend - perfect location and beautiful home, but is smelled so bad! So musty in fact, that when the clients came home everything in their suitcases had to be washed or sit outside for a week - even their shoes! Their biggest concern - 'Did we smell like that when we went out in the evenings?' - mortifying! Owner response - the ladies never told the owner - opportunity missed!

- St Augustine Florida - Little Shop of Horrors - rats, roaches, rotting floor, mold covering the window treatments, animal feces found in interesting places and dangerous electrical conditions. Most everyone left early and several had to seek medical treatment for the air quality in the home. - Owner response - he was willing to refund 1 night of 7 and claimed the client had been the ones to destroy the home. Turning into a he said/she said; no resolution was found. Ruined vacation and several sick family members.

Tips for EVERY rental

- Take pictures of the home when you arrive and leave (with a timestamp)

- Make sure to contact the owner immediately upon discovering any problems or issues

- Travel with a portable carbon-monoxide detector and smoke alarm! It can save your life!