Q: My family and I recently rented a house through Vrbo for a vacation stay in Hawaii. When we entered, we were hit with a strong smell of mold. We noted and took pictures of black mold on the smoke detector, the pictures hanging on the walls, the shower stall and the windowsills.
I immediately contacted the homeowner, who was very kind and suggested that we get in touch with Vrbo. The homeowner offered to cancel the reservation if we did not feel comfortable staying there.
I contacted Vrbo, and a representative assured me that we were covered by its "Book With Confidence Guarantee." Vrbo sent us an email authorizing us to spend $15,138, which was double what we originally paid. The new place was $21,014, but we had no choice since there was an extremely limited inventory for seven people at the last minute. A representative assured me that Vrbo would cover the entire amount.
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I just received a follow-up email from Vrbo stating that "upon research into this matter, it has been determined that the requested reimbursement is not available through the Book With Confidence program due to the temporary nature of the cleanliness issues reported." Can you help me get Vrbo to cover the new rental, as promised? — Cheryl Mander, Surrey, British Columbia, Canada
A: Vrbo's Book With Confidence Guarantee promises if the property was materially misrepresented in the listing, it will help you book a new reservation. The Vrbo agent with whom you spoke said it would apply to your situation, and I agree.
Unfortunately, you didn't get the second promise to cover the additional $5,876 in writing. The agent told you that over the phone. So, when you sent your expenses to Vrbo, and it saw a bill for $21,014, the system most likely rejected it.
Your case is a reminder to always get everything in writing.
You wrote to the executives, and I contacted Vrbo separately. The company apologized and agreed to refund you $15,138 and cover the two nights that you had to spend in a hotel.