Original review updated by user Jan 17, 2021
we booked a reservation thru Florida Scandi Vacation for March 16-21 ****. this was our first experience with vrbo.
Due to travel bans associated with COVID, we had to cancel our reservation. They offered us a future credit to be used. we rebooked for June 2020 in hopes that COVID had been resolved. That reservation also had to be cancelled due to COVID travel restrictions.
we contacted them again and were not offered a refund but a credit for a future booking to be used before June 2021. i contacted Fl Scandi vacations by email with questions as to what would happen if we re-book and travel would not be possible due to covid for whatever reason. i did not receive any response after 4 days. i called Fl Scandi and inquired about booking the same property for the SAME dates as our original booking and was informed the cost had doubled for the SAME property and the EXACT SAME travel dates just a year later.
they could not explain the cost difference. i requested a call back from a manager and was promised a call back within the day. after i did not receive a call back, i called the office again the following day. Again they could not provide any info as to the cost difference but assured me they would look into it and have a manager call me back within the day.
i asked for confirmation that i would receive a call back that day and was assured i would. I did not receive any call back. Two days later i contacted Vrbo direct to try to get some answers. Vrbo referred me back to Fl Scandi.
I expressed that i had already done that several times. He tried contacting the property owner and received a message that the voicemail box was full and could not accept messages. He told me i would need to call Fl Scandi tomorrow during normal business hours. i asked what happens if i dont get an answer.
He said i would need to call VRBO back and take the next step. i asked what that was and he said i would be informed of that when i call them back.
i told him we had purchased travel insurance and asked why i am not able to receive a refund. He told me to file a claim with the travel protection agency, which i have now started.
User's recommendation: BEWARE!!! i do NOT recommend VRBO to anyone and will NEVER use them again. They do not provide assistance with the property managers they have contracts with. A minimum of 5 contacts are apparently required to ‘maybe’ get some kind of answer. RIDICULOUS AND UNSATISFACTORY!!!!!!!
Preferred solution: Full refund.
VRBO Cons: Poor custoemr service and lack of follow through, Ratings are false, Poor service when problems arise, No accountability that you can make reservations offline.