Host cancelled my reservation when we were already halfway to france because they had double booked us. Made no effort to make amends or contact Vrbo for us.
Customer support from Vrbo/Abritel was absolutely shocking. Spoke to one person initially who initially claimed I didn’t have an account or a record of booking. They then said they would email within a few hours with new options to stay at. This never happened. When I called again at 4pm, I had to start all over again speaking to someone else. Was put on hold for 20 mins each time. This person did arrange us a one night stay, which covered us for 1/11 nights in Fontainebleau and promised to be in contact again with longer term options. We then had to call AGAIN the next day when nothing had happened by 3pm and we were stuck in the car in the rain with nowhere to go. Spoke to yet another person, on hold again for 20 mins, promised they were looking into it and would call with new options. Never called again. Never emailed with anything. Never did anything to try and find us alternative accommodation. We stopped calling as all we ever got was the same explanation that they were looking into our case. They never followed with us, we always had to call first. If it wasn’t for a kind friend putting us up for the rest of the stay, I don’t know where we would have gone or how much money we’d have had to spend for a roof over our heads and a shower. Incredibly stressful start to the trip. Will never book with Vrbo again. Customer service absolutely abysmal and felt totally uncared for.
