November 30, 2022

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Vrbo host canceled 24 hours before I arrived

Expensive Travel TROUBLESHOOTER: Our Vrbo host canceled our reservation less than 24 hrs before our arrival, resulting in missing airfare for my wife and daughter. I will need your aid acquiring a refund for our ensuing resort invoice.

Christopher Elliott, the Travel Troubleshooter ...
Christopher Elliott, the Vacation Troubleshooter 

I reserved a rental in El Paso, Texas, and paid for it in full. At 9:30 p.m. the evening ahead of my family’s flights to El Paso, I acquired a information from the host saying: “The home is not obtainable. It is currently been booked.” Then a different message that she canceled our reservation and initiated a refund.

I despatched her panicked messages indicating there will have to be some mistake — that we booked and compensated in whole far more than 6 months before. I stated we experienced flights and were being arriving the subsequent day. She didn’t respond. No enable, no apology, no practically nothing. I observed her mobile phone amount and named three situations: each individual went straight to voicemail.

Vrbo claimed there were no other rentals accessible. So as an alternative, they booked us a one evening in a double place at a resort. We would be left on our own to find a position for the other two evenings. I cannot warn other Vrbo renters to the host’s unscrupulous behavior, and I would like a refund for all of the nights we experienced to remain in a hotel. Can you assist me?

— Jim LoScalzo, Washington, D.C.

Response: The host was incorrect to cancel just just before your arrival, but that is not the worst of it. When you appeared into your account, it turns out the host experienced provided you a one-star evaluation, even nevertheless you never stayed in the rental. (This could have an impact on your ability to hire from Vrbo all over again.) Vrbo should really have observed a replacement rental for you and coated any added charge. As a substitute, the organization refunded your rental and paid out for one night in a resort.

Vrbo has a “book with confidence” guarantee that shields you from a previous-moment cancellation. It guarantees company rebooking assistance or crisis lodging if their reservation is “wrongfully canceled” at the previous moment by the host.

It was not straight away crystal clear why Vrbo paid out for only a person night time in the new resort. You named and emailed the enterprise half a dozen moments, but it wouldn’t explain to you. By the way, I list the names, figures and e-mails of the Vrbo executives on my client advocacy site at A quick, well mannered e mail to one of them may possibly have aided.

I contacted Vrbo about your situation. Its documents demonstrate that Vrbo coated unexpected emergency lodging for the to start with evening.

“For the relaxation of his keep, Mr. LoScalzo was questioned to book a resort as a result of just one of our web-sites and post receipts for reimbursement only if the value of his hotel stay exceeded the value of his first scheduling,” a agent said. “Because the total value of his lodge reservation did not exceed the cost of his primary scheduling, he is not eligible for reimbursement.”