I experienced a highly unusual situation following a recent booking. The day after making my reservation, I was involved in an accident that required ankle surgery. I promptly contacted VRBO to request a cancellation; however, I was informed that the decision was at the discretion of the property owner. Although the owner agreed to the cancellation, no refund was offered, citing a 30-day policy. My booking had been made fewer than 30 days in advance, and I do not believe this policy should apply, particularly as it is not clearly disclosed on the listing or elsewhere on the site. The policy only appears during the booking process, which raises concerns about transparency. Additionally, I encountered inconsistent and contradictory information regarding accessibility accommodations. When I inquired about obtaining an ADA-compliant room, I was initially told to contact the property directly. Upon doing so, I was informed that such a request had to be initiated by the owner. My attempts to resolve this issue through VRBO were unsuccessful; the online system failed to recognize my reservation, and when I contacted customer support by phone, communication difficulties prevented a clear resolution. I was ultimately redirected back to the property without meaningful assistance.The property’s proposed accommodation, a room with fewer stairs. It was not suitable for someone using a wheelchair. I was forced to navigate stairs in a way that worsened my injury.