I would give this Company a minus if I could!! DO NOT USE THEM!!! Absolutely no customer service and no help - their Book With Confidence is a joke! I booked a villa in Belgium for a week with them, VBRO confirmed my booking but used another booking Company called Bellvilla! VBRO then sent me an email saying the host Bellvilla had cancelled our booking with no other explanation- we were upset but booked another Villa through VBRO’ aka Bellvilla - Bellvilla did not refund the deposit and then took full payment for the Villa they cancelled and also for the alternative Villa - VBRO are not interested in getting it refunded (nearly £4k) and Bellvilla keep telling me the first booking is still live (so I have 2 villa holidays in Belgium for the same week live) I have the email that VBRO sent and screenshots of the VBRO App saying it’s cancelled- when I said I booked because of their Book With Confidence guarantee - apparently this guarantee is worthless as they only honour if they don’t use a third party to manage the booking on their behalf (this is hidden in T& Cs) The following is the last email from them. Basically saying tough, even though you booked it with us, we are not interested in helping you reclaim nearly £4k that you have been scammed by a Company we use as a trusted third party agent. I booked through VBRO the booking confirmation is from them, my details are on their app, but I’m not protected because, without my knowledge or understanding they used a third party! Also the only email to contact VBRO customer service has an automatic reply saying this email isn’t monitored!!….it says it all! Hello Lorraine, Thank you for providing that clarification. Per our Book with Confidence Guarantee, payments made outside of the platform via transfer does not qualify for assistance. Per my previous emails, this booking was made through a property management company that processes payments through their own software. There are no further actions Vrbo can take to secure your refund. You may continue seeking further compensation from either the host or other avenues, although we can't advise what these options are. We understand that this is not the resolution you were hoping for or expecting, however, please consider this decision final. The Social Response team is an escalated department and we're unable to discuss this matter further. All future replies will be closed without a response. We appreciate your understanding. Regards,Mary-HelenVrbo Support teamVrbo Help
