Vrbo host canceled 24 hours before I arrived

Pricey Travel TROUBLESHOOTER: Our Vrbo host canceled our reservation less than 24 several hours ahead of our arrival, ensuing in misplaced airfare for my wife and daughter. I need your assist finding a refund for our resulting lodge invoice.

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

I reserved a rental in El Paso, Texas, and compensated for it in whole. At 9:30 p.m. the night time just before my family’s flights to El Paso, I obtained a concept from the host declaring: “The home is not available. It is already been booked.” Then an additional information that she canceled our reservation and initiated a refund.

I despatched her panicked messages declaring there need to be some blunder — that we booked and paid out in whole extra than 6 months previously. I explained we experienced flights and were arriving the up coming working day. She didn’t reply. No enable, no apology, no almost nothing. I located her cell phone selection and referred to as 3 situations: every single went straight to voicemail.

Vrbo stated there have been no other rentals offered. So rather, they booked us a solitary evening in a double area at a hotel. We would be still left on our have to discover a spot for the other two nights. I simply cannot inform 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 help me?

— Jim LoScalzo, Washington, D.C.

Response: The host was incorrect to terminate just just before your arrival, but that’s not the worst of it. When you looked into your account, it turns out the host experienced supplied you a a single-star overview, even although you hardly ever stayed in the rental. (This could have an effect on your capability to hire from Vrbo all over again.) Vrbo need to have found a alternative rental for you and protected any extra value. Alternatively, the firm refunded your rental and paid for a person evening in a hotel.

Vrbo has a “book with confidence” assure that safeguards you from a very last-moment cancellation. It claims attendees rebooking assistance or unexpected emergency lodging if their reservation is “wrongfully canceled” at the last minute by the host.

It was not quickly apparent why Vrbo compensated for only a person evening in the new lodge. You known as and emailed the company 50 percent a dozen times, but it wouldn’t notify you. By the way, I listing the names, figures and emails of the Vrbo executives on my customer advocacy website at www.elliott.org/firm-contacts/vrbo-shopper-support-contacts. A transient, well mannered e-mail to 1 of them could possibly have served.

I contacted Vrbo about your situation. Its information exhibit that Vrbo covered emergency lodging for the first night time.

“For the rest of his remain, Mr. LoScalzo was requested to guide a hotel via a single of our web-sites and post receipts for reimbursement only if the cost of his resort remain exceeded the price tag of his authentic reserving,” a representative explained. “Because the whole value of his lodge reservation did not exceed the expense of his authentic scheduling, he is not qualified for reimbursement.”