I booked a condo on Ocean Ave with Walter Franks as the Host, on April 24, 2024 to stay August 1 to August 4, 2024, and recently extended the stay for an extra day. On July 31, in the am, I received a call from a woman telling me she would be sending me videos with instructions to access the property, and asked about the weight of my service dog. At 8:57pm I received the texts but did not reply. The address did not match the address that I booked. I called back the day of my departure August 1, at 9:30 am and questioned the address. She told me that my dog was too big for the Ocean Avenue property and that she "upgraded" me to the new property. The old property was a top floor penthouse suite with the balcony overlooking the Santa Monica Pier directly across the street. The new propery was almost 5 miles north in Pacific Palisades, inland. I told her this was unnaceptable, and that if I could not stay in the Ocean View suite, I wanted a full refund. She told me she would refund the money.The thing is, I originally messaged Walter Franks (the host) and told him that I was bringing my service dog. I told this lady as well as messaging Walter Franks, that they are in direct violation of the ADA act. The lady told me that the dog was too big for the original unit. I do not understand that since the Ocean Ave ad claims it can accommodate 4 adults. My dog weighs 47 pounds. I filed a formal ADA complaint with the US Attorney Generals office. This is outragerous! VRBO needs to re-educate the property owners. I was all packed to go!!Date of experience: August 01, 2024
