2/10
Not a Good Experience – Poor Communication and Service
I had a very disappointing experience with a VRBO rental. On the day of my scheduled arrival, the property owner called to inform me that the apartment wasn’t cleaned and that she couldn’t arrange for a cleaner. As a result, she canceled the first night of my stay. The next day, I was further delayed from checking in because she needed more time to clean the property herself.
I requested a refund for the two nights that were impacted (the canceled first night and the late check-in the second day). Initially, the owner agreed and promised a refund. However, she later denied the events altogether, claiming she could “get in trouble” if she admitted to canceling. I tried resolving this through both the owner and VRBO’s customer service, but neither provided any resolution.
This experience was frustrating and unprofessional. I expected VRBO to take accountability for ensuring property owners provide the service promised, but my issue was ignored. I would caution others to think twice about booking through VRBO, as their support in situations like this seems lacking.
Virna A.
Stayed 11 nights in Sep 2024