2/10 Terrible
Jeffrey B.
21 March 2025
Liked: Cleanliness, check-in, location, listing accuracy
Disliked: Communication
Didn’t actually get to stay there
Booked the house, pics looked nice, great location for going downtown. The day before check-in, the host called and said there was a maintenance issue and they had to cancel our reservation. I get it, unforseen things happen. BUT, they said they couldn’t cancel the reservation, I had to call VRBO. So, now I have to find a new house (7 people in our party, renting a 4br) less than 24 hrs before arrival, and make calls to try to get my money back. Poor customer service, their issue should not result in a to do for me. I tried using the AI chatbot, and told it what had happened. First it told me that it was too late to cancel my reservation. I reminded it that it was the host that cancelled on me. Then it told me the fastest way to resolve the issue was to contact the host. ARG!!!I asked to talk to a human being, and once I got a live agent, I had to explain everything again (apparently the bot did not hand off the previous conversation). They seemed very eager to help, and said they would contact the host and would issue a full refund. Not sure why they didn’t just start there and leave me out of it. Meanwhile, I booked a nice house, stayed there, checked out, and got home. I received an email from VRBO asking for this survey about a house I never saw, but haven’t yet seen that refund. Wonder how many more calls I will have to make?
Jeffrey B.
Stayed 1 night in Mar 2025
