2/10 Horrible
Greg A., North Richland Hills, TX
21 juil. 2025
Les points faibles : Propreté
We drove in from DFW, and didn't arrive until 10:30pm. We found the unit and tried to use the keypad to unlock it. Much to our surprise, a man answered the door. We explained our confusion and made sure we had the right location. We did, and soon figured out he had booked the same property with a different booking site. We called VRBO support, who were unhelpful and difficult to work with. My phone was having difficulty getting a signal, and the customer support agent kept asking for screenshots of the booking confirmation, he could not find our booking ID in the system, he wanted screenshots of the transaction from my credit card app (which I was unable to provide because of the app's security settings). After an hour and a half on the phone, he was unable to help us and told us to call back when we had what he was asking for. This left us with no place to sleep, at midnight and 5 hours from home. We called a Hilton Garden Inn and thankfully they had a room available. The next day I was able to use hotel WiFi to communicate with VRBO chat, and they told me to contact the host so they can cancel the reservation. They were able to, and refunded me the charge, but the whole incident has left a bad taste in my mouth and I'm not sure I'll use VRBO again. VRBO support told me that the host uses a different booking system that did not communicate with VRBO. This should never happen. If this had been at a cabin or somewhere remote, we would have had nowhere to go.
Greg A.
Séjour de 2 nuits en juillet 2025