6/10 Normal
Koger Home Care Management Team
7 de ene de 2026
Aspectos positivos: Limpieza, ubicación y precisión del anuncio
Aspectos negativos: Llegada y comunicación
I booked a last-minute Christmas trip to HHI through VRBO and immediately received a confirmation email with a reservation number. Shortly after, the host contacted theme stating there was a “glitch” in VRBO’s system and that he does not accept bookings within 24 hours. The host explained that due to the holiday, the condo could not be cleaned in time and asked me to cancel in order to receive a full refund.I attempted to call the host for clarification but received no response. Through the VRBO inbox, I explained that I was not unable to cancel, per the system’s policy. The host that he spoke to VRBO rep, and they instructed the me to call customer service to cancel and receive a refund. I responded that since the property was unavailable, the host should cancel the reservation to avoid issues for me, as I didn’t wish to cancel. The host claimed VRBO was giving conflicting instructions, insisted the issue was VRBO’s fault, and stated he could not cancel without incurring fees or risking account termination. I reiterated that I was not requesting cancellation, as the issue was not my fault. The host replied that he had tried and did not know what else to do.I contacted VRBO directly. A VRBO representative confirmed the issue was not a system glitch, documented the host’s actions, and escalated the case to a supervisor. VRBO ultimately issued a full refund and credit. Although the family could not spend Christmas in HHI, I was satisfied the outcome made by call center.
Koger Home Care Management Team
Se alojó 4 noches en diciembre de 2025
