BE AWARE!! If something is wrong with your unit, Turnkey does not return calls.
We had a late check-in on July 17th. When we arrived, we found a full trash bin had been left in the garage. Who knows how long this trash had been sitting there. The bad smell in the garage plus the humidity was unbearable. That wasn't the worse part, the garage had 100's, if not 1000's of flies swarming everywhere. I wish I was exaggerating, it was so disgusting. Given that parking is not allowed outside, we had no choice but to park inside the garage.
We found that 100's of flies had made their way into the rest of the unit. The kitchen and living room area were filled with flies on the ceiling, light fixtures and walls. We immediately called Turnkey to ask for their help. It was about 10:30PM and I was able to speak to someone. Unfortunately, the people who answer the customer service line are just call takers and can't do anything to resolve a problem. They take your information and forward it to someone else. I was told someone would come out within the hour to take a look. That was not the case. I was instead contacted via text message by someone who said they could not do anything about it this late at night and would have a pest company respond the next morning. I asked for a different unit, but I was told nothing else was available. Given it was late at night on a Saturday, we opted to stay in 2 of the 4 bedrooms that had the least amount of flies. We spent about an hour killing flies in those bedrooms and then sequestered ourselves in those rooms for the night.
The next morning, we were told a pest company would not be able to respond until noon. I was upset that no one from TurnKey would even bother to show up and look at the problem themselves. There was no way a pest company would be able to get rid of that many flies in one day without the us of chemicals. We had 4 small children with us and this completely ruin our plans for the day. We grabbed our belongings, found somewhere else to stay and asked the person who had been texting us for our money back. I was told that he would have to forward my information to a different department that handled refunds. I didn't think this was going to be a problem given their policy states full refunds for unclean and unsafe listings. It's been 3 full days and no one from the refund department has contacted me. I've called no less than 6 times at the customer service number they provide, and I'm told all they can do is forward my message to the refund department. They tell me they can not provide me with a direct number to that department and that I have to wait for their call. I been told that someone will call me back within the hour and that has not been the case. It's been frustrating dealing with them.
I hope my bad experience helps others in making their next booking with TurnKey.