A London resident faced a distressing ordeal during a one-night stay in Hove, booked through Vrbo, for a family memorial service. Initially assured of a comfortable stay, the guest encountered a series of unfortunate events that led to a night spent in a burglarized and unsanitary flat. The saga began when, just two days before arrival, the guest was informed that their originally booked flat was no longer available. Instead, they accepted an alternative property, only to find themselves locked out at 1 am due to a non-functional access code.
The original flat had been burgled three days prior to their arrival. Inside the alternative accommodation, the guest was horrified to find conditions far from what was promised. The flat was in disarray, smeared with body fluids, and a large kitchen knife was discovered ominously placed in the bathtub. Bloodstains marred the duvet of one bed, and there were fewer beds than advertised.
“Two days before our arrival, I was informed that the flat was no longer available and was offered an alternative.” – RA, London
Communication with the host proved futile, as messages from both the guest and Vrbo went unanswered. This lack of response forced the guest to spend the night in the unsecured flat, wedging the front door with a chair for safety. Vrbo eventually processed a refund two months later after receiving photographic evidence of the appalling conditions.
“Vrbo promised us a full refund, but I’ve received nothing.” – RA, London
“It says I need to speak to Expedia. Expedia says I need to speak to Vrbo. The host doesn’t reply to any of my messages, or I’m told, to Vrbo’s.” – RA, London
The incident highlighted communication lapses between Expedia, which owns Vrbo, and its subsidiary. The guest had to navigate between both companies to resolve the issue, amplifying the frustration. Despite these challenges, Vrbo described such cancellations as rare on their platform.
“The photos you took are gut-churning. I sincerely hope that the bloodstains copiously spattering the duvet of one bed are not related to the large kitchen knife in the bathtub.” – The text
“Vrbo, part of Expedia, is astonishingly gung-ho.” – The text