We booked an overnight stay in Stanhope Gardens, using Stayz.com.au/ Vrbo (you cannot contact stays, it directs you to vrbo). Upon arrival of the agreed check in time, the cleaner was still at the property, politely we waited for 20 minutes then entered.The next day when I woke up, I noticed bugs crawling on the bedhead! Infact it had an infestation, I contacted the host to let her know and she said she would address it. After hearing nothing back from her I requested a refund through Vrbo, to which they agreed I was entitled to a full refund and 'put it through the system' for host approval. 24hrs later still no contact, so I messaged the host to kindly remind her to approve the request. Vrbo tried calling me to tell me she only wants to refund 100 out of the nearly 700 dollar fee and that they were all sorry. I called again shortly after and spoke with another representative who again agreed that this was an OH&S issue and said she would put it through to their team. 3 days later, nothing back and no contact. Vrbo are a scam company and I had no idea! I trusted Stayz.com.au and given they've been operating for so long I assumed it was a legit company. There are thousands of others going through the same thing and have lawsuits against Vrbo due to their lies. Im disgusted and shocked at their customer service, how are they getting away with this?Please beware!
