2/10 Terrible
John G.
31 July 2025
Liked: Location, listing accuracy
Disliked: Check-in
This is more reflection on VRBO rather than the host
Ten hour drive for us. Four hour drive for other family members. Two hours out our host cancels the reservation.Apparently the previous occupants trashed the place and refused to leave. Highly irritating, but not her fault.Over the phone, VRBO rep says that they'll refund the money AND give me a credit equal to that of what we would have spent renting the location. Just book another room somewhere else. I explain there are no other accommodations currently available in this remote area. Rep says he found one--a motel well over an hour away in the opposite direction we're traveling from over mountainous roads. Nothing like a place near our destination where the extended family can stay together.I end up getting a motel on a different side of the mountain and cutting our trip short.VRBO then refused to pay citing an email sent after the phone conversation which contradicted the agents statements.It took two days of wrangling and refusals before they finally reversed course and paid the much lower hotel bill--but no credit for the additional cost as promised.The whole trip was a bust and VRBO's handling of it seemed designed to make you give up and go away.Last minute cancellation due to unforseen circumstances is frustrating enough--but duplicitous byzantine customer service practices afterward served up by polite representatives following a company script is not acceptable.
John G.
Stayed 2 nights in Jul 2025
