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Journey Troubleshooter: Vrbo host canceled 24 hrs just before I arrived. What am I owed?

Expensive Travel TROUBLESHOOTER: Our Vrbo host canceled our reservation significantly less than 24 several hours in advance of our arrival, ensuing in lost airfare for my wife and daughter. I require your assistance receiving a refund for our resulting resort invoice.

Christopher Elliott, the Vacation Troubleshooter 

I reserved a rental in El Paso, Texas, and paid out for it in complete. At 9:30 p.m. the night just before my family’s flights to El Paso, I bought a message from the host saying: “The residence is not out there. It’s presently been booked.” Then a further information that she canceled our reservation and initiated a refund.

I despatched her panicked messages saying there ought to be some error — that we booked and paid in complete additional than six months earlier. I stated we had flights and have been arriving the up coming working day. She didn’t reply. No assistance, no apology, no practically nothing. I located her cell phone variety and referred to as three instances: each and every went straight to voicemail.

Vrbo mentioned there have been no other rentals available. So instead, they booked us a single night time in a double room at a hotel. We would be still left on our personal to come across a place for the other two nights. I can’t inform other Vrbo renters to the host’s unscrupulous behavior, and I would like a refund for all of the evenings we had to keep in a lodge. Can you assist me?

— Jim LoScalzo, Washington, D.C.

Solution: The host was completely wrong to terminate just prior to your arrival, but that is not the worst of it. When you appeared into your account, it turns out the host had presented you a a person-star evaluation, even nevertheless you under no circumstances stayed in the rental. (This could impact your means to lease from Vrbo yet again.) Vrbo really should have identified a replacement rental for you and coated any more price. Alternatively, the corporation refunded your rental and compensated for a single night in a hotel.

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Vrbo has a “book with confidence” guarantee that guards you from a final-minute cancellation. It guarantees company rebooking aid or unexpected emergency lodging if their reservation is “wrongfully canceled” at the previous moment by the host.

It was not immediately clear why Vrbo paid for only 1 night time in the new lodge. You identified as and emailed the enterprise 50 % a dozen situations, but it wouldn’t inform you. By the way, I checklist the names, numbers and e-mail of the Vrbo executives on my shopper advocacy website at A short, polite e-mail to one of them could possibly have helped.

I contacted Vrbo about your situation. Its data clearly show that Vrbo lined crisis lodging for the first night.

“For the rest of his stay, Mr. LoScalzo was requested to ebook a lodge by means of a person of our websites and post receipts for reimbursement only if the expense of his resort remain exceeded the value of his unique reserving,” a representative stated. “Because the full expense of his hotel reservation did not exceed the expense of his original reserving, he is not suitable for reimbursement.”

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