Booked accommodation initially through Expedia for a June trip 2024 in Montreal and once I received email confirmation it was with VRBO for a studio apartment. Accommodation stated 100% refund for cancellation before April 2024. I cancelled within 48 hrs of initial booking that was towards the end of July 2023 due to a slight trip change - its now over a month later and I'm still waiting for a refund. Have connected via online VRBO support now 3 times and each time I am promised escalation to the "escalation team" and someone would contact me shortly. Each time a week or even 2 weeks have gone by and I hear nothing! I am still owed over C$2000 and have provided them with evidence as requested with a copy of my credit card statement, transaction for the rental property, which is also in their system and additional proof of cancellation which was an email confirming such (also in their system). Note Host of the accommodation will not respond to texts, email or even voice mail.I am so frustrated with VRBO, their lack of accountability and poor customer service when it comes to refunds. The only reason I have given them 2 stars is that I have used them before - but never had to cancel. Very frustrating trying to get cancellation refunds from them - which I am told should have taken only 5 days!Update: totally fed up with VRBO and very poor refund service which doesn’t even align with their policy. Have now reported to Visa where I am now guaranteed the refund in the next 5-7 days. Note to self - consider using a competitor platform for the future who have better customer support and a refund process that is far more timely and efficient!!!
