We booked a property advertised as a 3-bedroom home, which also appeared in search results when filtering specifically for 3-bedroom properties. Upon arrival, it was clearly misrepresented — there were only 2 actual bedrooms, and the third “bedroom” was a Murphy bed in a shared living space. The listing also claimed laundry was available, which was not the case.
The property was also not in acceptable condition. The bedsheets appeared unclean with visible stains and did not seem freshly prepared, which raised serious concerns about sanitation.
We documented everything with screenshots of the listing, photos of the property, and messages with the host. The misrepresentation was clear.
Despite this, VRBO’s support process was extremely frustrating. Email support was unresponsive even after multiple follow-ups. I had to call twice, and on the second call spent over an hour on the phone.
At one point, a support agent stated that the listing had not been changed, even though I have screenshots showing the laundry amenity was listed and later removed. This was extremely concerning.
Ultimately, VRBO refused to issue a full refund and instead offered a minimal partial refund that was not even a third of what we paid. A follow-up call days later simply repeated the same outcome, further wasting our time.
Between the inaccurate listing, unsanitary conditions, lack of accountability, and hours spent trying to resolve this, the experience was extremely disappointing and costly.
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