I wish I could rate a zero. Your confidence guarantee is no guarantee at all. Beware of this company and their parent company Expedia. They don't care about their customers at all. I wish I had went to Trust Pilot before I booked with VRBO for my parents. I would have clearly known to not use them. The process for when a host cancels last minute is awful. VRBO profits by issue a fine of half the cost of the rental and then turning around and failing to service the stranded guest! VRBO under their guarantee was asking my parents to book a new rental at a higher cost (approximately $3,000 more than their original rental) that was sub par to what they originally rented. They were asking them to spend this before receiving their refund for the canceled property. VRBO said you will “possibly” or “should” get the amount reiumbursed that was more than the original amount. They did put them in a hotel for a few nights but then stopped responding and left my parents stranded with no resolution to their case. When reaching out to customer service for help. They said they couldn’t help only the Rebooking team could. When you asked to be tranferred to the rebooting team they say they can’t, email them. When you remind them you have been, they haven’t redponded, and your parents are stranded - they respond with sorry all I can do is put a note in your case. They didn’t care that my parents were stranded. You would think saying unacceptable get me a manager would surely get you the help you need, right? Wrong, they won’t even respond. I requested a manager 4 times. I was told all 4 times someone would be in touch with me. The first call I was on hold for 37 minutes waiting. I got hung up on - nobody called me back. The second one - she told me she was getting a manager, then chatting with a manager, and then when I requested to speak with the manager she just kept talking and was refusing saying they can not do anything for me only rebooking could. I again repeated they aren't getting back with me and my parents are stranded. She said they should get a hotel room. I finally had to hang up after 55 more minutes because I was getting anywhere. I then got on chat to request and document my request for a manager. They said a manager would be back with me but it could take over 24 hours. It's been over 24 hours nobody has called. I then finally got outreach from the the rebooking team memeber who was supposed to be helping me. She said she was off for 2 days and her team should have been back with me after I called and emailed. I explained at this point my parents are so upset they have headed home since nobody was communicating with us. I asked for a manager again she said she would let her manager know and have her call me. I never got a manager only an email stating leadership has reviewed my case. Someone will be in touch with a goodwill reimbursement of $500. It also said, “Your case has been thoroughly reviewed and approved by our Leadership Team, and the reimbursement amount isn't negotiable.” I then re-email asking if they are refusing to have a manager call me. They respond that a manager will call me later that day. That was yesterday of course, I never received the call. What do you think the chances are I will get a call from the manager today? I plan to email executive leadership. What do you think the chances are that they will respond? And as far as the $500 that only added further insult. The fine to the owner who canceled will be almost $6000. The accommodations they provided were $1,800 so adding the $500 means they had expenses of $2,300. That still left them with over $3,000 so as I see it VRBO strategy is to ignore and frustrate their customers to profit $3,000. My parents well they were left with $500 to cover their car expenses of $2,000 and hotel expenses of over $500. On topOf that you imagine how disappointing as a new retire it was that your month-long dream vacation was ruined and that the special times you had planned with your 19-year-old granddaughter who was living in the area for pilot school weren’t going to happen. And for me I probably spent at least 16 hours helping them on phone calls, emails, researching etc. only to have no real resolution! Zero stars!
