2/10 Terrible
dorothyd312
14 July 2024
Liked: Communication
Disliked: Cleanliness, check-in, location, listing accuracy
Confirmed booking on VRBO hast had no idea we were coming
I booked this property in March 2024 for my brother in laws wedding on July 12th. I paid all payments on time, received emails the week before confirming my booking and an email with my digital “key” or access code and address of property a few days before. When we showed up on the 11th at 4:15 (check in at 4) I couldn’t open the door. I contacted the host Via phone. She tells me she had jo idea the property was rented for the weekend and currently has long term renters in the home. I will say Sarah was responsive and apologetic and refunded our money right away… however when I contacted VRBO customer service they were of little help to help me and my family find a place to stay. I was on the phone for 1hr and 20 minutes (mostly on hold) they basically told me I was refunded…. Kept talking in circles, and when I finally got fed up and asked what VRBO was going to do to make it right they offered a “self relocation”, meaning we had to find ourselves a place to stay either through VRBO, hotels.com, or Expedia. If the price of our new rental was over the price we booked for originally they would reimburse us up to $460 dollars. Needless to say, there were no other options and we had little time to spare to find something, so VRBO basically did nothing to help us re-locate. I would have been happier with a voucher for $460 to book another property in the future…. Now it is likely I will NEVER book through VRBO again. TIP: Always confirm booking directly with host in the future!
dorothyd312
Stayed 3 nights in Jul 2024
