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Updated by user Aug 10, 2019

VRBO states that they have no responsibility for anything

Original review posted by user Aug 03, 2019

I rented a vacation home for a week through the Vrbo website, the unit was not as described, was unclean and unsafe. We arrived on July 10 and found the the rental was a basement apartment, not the cottage featured in the photos, and it was very musty and damp smelling.

The unit also had no washer and dryer, it was advertised to have one. The owner told us that the internet would be repaired on the 10th or 11th (without internet we also have no television). A modem was left on the porch and I contacted the owner, who said the were out of town and could do nothing about the internet problems. They said we could access the upstairs and install the internet (we did but this did not fix the problem).

The home was so musty and moldy that I was unable to sleep in the back bedroom. The back bedroom had two twin size beds with headboards that were unattached to the bed and banged against the wall. In every closet and around the house we found bags and cans of "damp rid". I had to sleep on the futon in the living room because of the musty stink.

The towels in the bathroom drawer were so musty, they would make your hands stink after you dried them. On the third morning the legs of the queen sized bed collapsed, thankfully no one was in the bed at the time. It was then that I saw mold on the wall behind the bed. The same morning my son said "mom, come look, there are mushrooms growing in the bathroom" and sure enough there was a mushroom growing up between the shower and the floor.

This was when I had enough! It is not healthy to be in a moldy environment like this, and we called Vrbo. They said we did not qualify to be relocated. I contacted the homeowner, who said "I was told about the internet" accused me of lying about the mushroom and jumping on and breaking the bed.

I have photos of everything and my 105 pound mother certainly didn't jump on the bed. She also said she would refund the rest of our stay (this has not happened). Since I work online and cannot be without internet access and the house wasn't clean, safe or as described we left and finished our stay at the local Best Western in Dillsboro, NC, at a cost of $1,200.00 for two rooms for four nights. Instead of refunding the rest of our stay the homeowner cancelled our reservation through the Vrbo website.

I believe this was to prevent me from leaving a property review. According to Vrbo policy owner cancelled reservations are to be fully refunded. I have been on the phone with Vrbo customer service 8 times. They call the homeowner who doesn't respond to them or to me and tell me to call back again in two days.

I have been told I will receive a form to fill out for a $100 stipend (I guess), I have never received it. I have been told I will get a call back from a manager twice, no call back has been received. I was advised that the homeowner might not understand how to process the refund, and that I should file for a refund through by bank. The home that we rented was not as described (no internet washer & dryer, no TV, basement unit), it was moldy and unsafe, and we had to move.

I have spent at least 10 hours on the phone with Vrbo, and a full day of my trip moving.

We also had to throw out some of the food we had purchased for our stay we didn't have anywhere to put it at the hotel. This is Vrbo Property # 624673 Reservation ID HA-5MH34Q Homeowner Lisa Vandusen Nizam

Reason of review: Not as described/ advertised.

Monetary Loss: $1500.

Preferred solution: Full refund.

Vrbo Pros: World wide advertisisng.

Vrbo Cons: Way vrbo takes zero responsiblity.

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