Anthony A.

Host canceled my non-refundable reservation made for my family of 9s vacation 7 day's before check-in. I booked a condo in West Palm Beach 2 month's in advance and had to pay upfront in full.

7 days before check-in I received an email with check-in info. Only to be followed by an email canceling my reservation and issuing a refund. Their reason was the current occupants may have COVID. Despite current quarantine guidelines being 5 days.

The real problem is their service for rebooking is HORRIBLE and very unhelpful if you can even get in touch with them.

Prices doubled for rooms due to lack of availability which made me wonder if COVID was the real reason for canceling or was the host being gready and saw a way to get out of my reservation and go with a higher bidder. I wouldn't know because they never returned any of my calls.

I decided to call the resort we were supposed to stay in, only to find out my information was never provided to them. The manager told me I should have received an email confirmation directly from them when booked as the host should have notified them. After finding this out I messaged them on the VRBO app stating that I plan to get a lawyer involved if I do not get some answers. They responded to that only message saying that "threats will not help the situation" and pointing out I got a refund.

REFUND? What good was that this was a 2 week family vacation 1 week here and the next in another location. Travel was booked and everything was set. I didn't want a refund I wnat my non-refundable vacation!

With no help feom VRBO I had to split my family into 2 smaller rooms in different resorts. Oh and using another site I was put in direct contact with the owners and received immediate confirmation from the resorts after booking.

VRBO takes no responsibility and very poor options for solutions. All they told me was that the host will be downgraded on there site. Not removed, not charged anything, but downgraded!

Thanks for nothing but 2 days of aggravation VRBO!