2/10 Terrible
allison e., Calgary, Canada
13 May 2023
Disliked: Cleanliness, check-in, communication, location, listing accuracy
Nightmare experience
I had an terrible experience with this reservation, both with the host and then trying to resolve with Vrbo.
I first tried to contact the host 4 days prior check in and received no response. I then reached out to Vdara directly to see if they had my booking on file but it couldn’t be found. I spent the next several days on the phone with Vdara (to search for my booking) and Vrbo to raise my concerns. I was trying to avoid a situation where I would be in the hotel lobby at check in without a reservation… As well, I came across a very concerning review that had been posted days before my arrival. When I spoke with Vrbo and reached out to the host, I advised that I needed absolute confirmation that it would not be an issue upon check in. Vrbo only told me that people exaggerate in their reviews. I called the morning of my departure and Vdara still didn’t have my booking information and Vrbo told me that there was nothing that they could do until it was actually an issue at check-in time at 4 pm. I then had to turn roaming on my phone to contact Vrbo again and seek resolution for this. They booked me a hotel room for half the value that I paid per night on Vrbo for ONE night because they wanted to give the host additional opportunity to rectify and provide check in instructions. The following morning we had reservations that we had to cancel to resolve this and had to check out of our room and I spent hours on the phone with Vrbo looking for someone to help me. Once I finally got through the agent could only tell me I had to wait for an email from their claims team. At this point I am only begging for a refund so I can make my own alternate arrangements. Vrbo says that they have a ‘book with confidence guarantee’ and in the event that your reservation falls through they will help you find alternate accommodations. Know that this host is completely unreliable and caused a huge disruption to my trip, and that Vrbo will do the bare minimum if anything to resolve for you. Buyer beware
allison e.
Stayed 4 nights in May 2023