2/10 Terrible
Jeron K.
24 Apr 2024
Disliked: Cleanliness, check-in, communication, location, listing accuracy
Booking Canceled Hours Before Check-in!
My family (8 people) were traveling from the U.S. to London for 5 days and planning to stay here. We’d been planning the trip for months. Hours before check-in I hadn’t received the check-in instructions so I contacted the host through Vrbo but got no response. I then contacted Vrbo customer service. They were able to contact the owner. He told them the property had a leak but he refused to have a 3-way conversation with me. They provided three phone numbers for him and I called and left messages but no return calls. We were landing in London that night (10:00pm) so it was important that we find out if we had a place to go when we land.
While on the plane I logged onto wifi and received an email that our booking had been canceled by the host. However, the same property was still listed as available for our dates on another site for 4x the price we had contracted to pay. We had to rush and find hotels rooms for our first night after a long day of travel.
The next day we were able to find a new Vrbo, but the 4 bed, 4 bath options were slim. We ended up finding a place that was more expensive and in a less desirable location.
The host was communicating during the booking process but refused to communicate the day of check-in even after Vrbo contacted him. Upon arrival in London we found out that the London Marathon was that weekend, so we believe that the host canceled our reservation in hopes of getting a booking at a much higher rate. Terrible experience!
Jeron K.
Stayed 5 nights in Apr 2024
