2/10 Terrible
Nancy W.
31 May 2023
Disliked: Cleanliness
Bed not comfortable, cancelled, but not refunded as agreed
Issue with cancellation not being honoured.
Reserved 10 days. Day 1, stayed in property only for 90 minutes, as the bed was very uncomfortable and we could feel springs at the top, so we seniors could not sleep on it. We left the property and stayed with family. We knew we could not get a refund for the first day.
Day 2, we requested cancellation of the rest of the stay, by email. Vendor advised that a 3 day minimum stay would be charged, and the remaining 7 days would be refunded to us. We agreed to this.
Then, vendor sent emails almost daily for the next few days, saying we needed to coordinate it all through Vrbo, then Vrbo would contact vendor, and the refund process would be completed. Vendor said several times, that since we had not done the steps with Vrbo, we were being charged for another night stay, then another night stay, and so on, until we were charged for the full stay.
Called Vrbo. Vrbo said vendor is responsible for confirming the reservation, cancelling it, and issuing the refund.
End result: Vendor did not cancel the reservation as agreed and promised. We did not receive the refund of 7 days. We received only $57 refund, which did not even refund one full night's stay. Unfortunate. Disappointed. If people cancel a reservation, it should be cancelled as agreed and refunded as agreed.
Nancy W.
Stayed 9 nights in May 2023