- Report: #1510770
Complaint Review: VRBO - Austin TX
Reported By:
Darryl Shivers -
Hollywood, FL, United States
Submitted:
Updated:
-
Author Confirmed
Why?
VRBO
1011 W 5th St #300 Austin, 78703 TX, United States
Phone:
512-782-0805
Web:
https://www.vrbo.com/
Categories:
Business Rating:
(0)
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VRBO Double Booked my rental and then offered to cover our hotel expenses for the night and didn't do it. Austin TX
We booked a vacation rental in Atlanta, GA for July 24, 2021 - July 27, 2021. The rental was booked on June 17th, 2021. After spending 9 hours driving to Atlanta we arrive only to find out the host had double booked our vacation rental. Someone was staying in the unit that we already paid for a month ahead of time. So now my family who has spent 9 hours cooped up in our car, now has no place to stay.
We contacted the host and all they could say is sorry and we can try and help find another place. Now mind you it is 6 pm in the evening there is no way we will find a place now. So we called VRBO and all they could say is sorry we will have to investigate what happened. Here we are basically nowhere to stay after spending 9 hours on the road. And they have to investigate? Finally, the representative said we will help you find a hotel for the night and cover the expenses. However, they couldn't find one that was pet friendly so they said to find a hotel, and VRBO will reimburse you for the night.
So we found a hotel and paid $600 for the night. The next day contact VRBO and they said to send over the receipts from the hotel. We sent over the receipts and a few days later they said sorry we can't reimburse you. What? Are you joking. My family had a reservation with your host and basically, we were on the street and this is how you treat a paying customer. So not only did you take no action to help us find a new place, but also refused to live up to your promise to reimburse us for our inconvenience.
This is totally unacceptable and VRBO needs to take responsibility for their host's mistake. We will never use VRBO again and advise anyone to not use them. To leave us stranded and then offer us reimbursement and then do not honor their word. They showed they do not care about their customers and we had used them for multiple vacations. We will be escalating this until we get our money back.
