I booked a 4-bedroom house 4 months in advance of my trip. 48 hours before the trip, the property manager messaged to cancel the reservation because he did not have the proper rental permit. According to the Book with Confidence guidelines, I should have received assistance re-booking a similar property. I spent 2 hours on the phone with Customer Service. They first gave me $2,000 in OneKey Points. However, zero properties in the area accepted OneKeyPoints as a method of payment (completely fake money). I escalated, and was told I could re-book a similar property up to 150% of the cancelled reservation. They could not help me re-book, so I had to do it myself. The only equivalent property I could find 48 hours out was $200 more, had half of the amenities of the other property, cost $700 to heat the pool, and a less desirable location for us. VRBO is now contesting that they owe me $200. This was a gross violation of their Book with Confidence policy, and a terrible consumer experience.
