**Guests BEWARE — use Airbnb, not VRBO**I’ve just had the worst customer experience of my life. After an unfortunate stay where there was a flea infestation, we contacted the owner who promised a refund for the last night. This promise was made in writing via the VRBO messaging system. The owner told us VRBO had to issue the refund and he was waiting for them to do so. This continued for a while until we contacted VRBO. They called the owner who said he did not agree to a refund and would not provide one. VRBO’s support team was able to read the messages where the owner agreed to the refund but refused to enforce his written promise. As we noted, he goes back on his word and they might consider suspending him from the platform. VRBO said they would not suspend him — or even put him under review. In terms of next steps (after months of following up), VRBO’s support team said they would email the owner to get in touch with us 😂 Obviously he will just continue to ignore and hope that we will go away. Absolutely appalled at VRBO’s lack of support and will never use them again. On the other hand, Airbnb customer support has been incredibly helpful anytime myself or a friend have had an issue!
