2/10 Horrible
Joshi G.
3 mars 2026
Les points faibles : Propreté
On the morning of check-in (12 hr before our arrival), I completed the rental agreement and submitted my valid, unexpired driver’s license through the host's required third-party ID verification system, Truvi. Despite multiple attempts, Truvi failed to verify my ID and suggested using a passport. I complied, but Truvi also failed to process my passport, even though both forms of ID were valid and later verified. I immediately contacted Grand Welcome (GW) and offered to provide my identification directly. They instructed me to move communications off the VRBO platform and communicate via email and text, which a VRBO supervisor later confirmed violated host-guest protocol. I sent copies of my driver’s license and passport as requested. GW stated they would “check with management.” After hours of troubleshooting and multiple upload attempts on different devices, GW finally reached Truvi at 7:05 PM and requested a selfie, which I provided immediately. At 7:27 PM, they stated Truvi was reviewing my information but still refused to provide access. By 11:30 PM, more than 7 hr after check-in, we were still locked out and forced to secure last-minute alternate lodging at significantly higher cost. The following morning, over 24 hr after check-in, GW stated we could finally access the unit, rendering the reservation unusable. GW refused a full refund, later offering only the cleaning fee, despite their own refund policy. This can only be described as fraud/theft on the part of GW.
Joshi G.
Séjour de 2 nuits en février 2026