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Good Afternoon:

I would like to submit a formal complaint in regard to a booking I have with VRBO, the parent company of Expedia. Due to the worldwide Pandemic COVID-19, I am sure a lot of people trying to change travel plans or request refunds for accommodations.

I have a family trip that was planned for July 2020 and had multiple accommodations booked. We were traveling from the USA to Italy/Switzerland. The pandemic has hit Italy especially hard and at this time, we do not feel comfortable traveling to Europe this summer.

Out of the six bookings on VRBO, the one property I mentioned above has not been willing to give us a credit to re-book or offer us any assistance to troubleshoot this matter. VRBO has also not been able to assist us and has put the burden on me to figure this out.

I have been back and forth with the property manager concerning this booking and unfortunately and at this time of crisis, this management company is not taking a humanistic approach in regard to this global crisis.

They are not budging and not willing to give us credit for future travel. It's such a shame, especially at a time when there should be humanity, decency, and compassion towards others.

Additionally, their listing is misleading as the cancellation policy is blank on VRBO. The property management company took my deposit before sending the rental agreement. That does not sound like good business practice and is misleading.

I encourage you to take a look at this property management company as they are not putting the customer first as well as not disclosing the appropriate information online.

Please forward my request to the appropriate parties as I hope to receive clarification on this. Thank you in advance.

Product or Service Mentioned: Vrbo Property Booking.

Monetary Loss: $867.

Preferred solution: Credit or refund.

VRBO Pros: Efficient.

VRBO Cons: Refund policy.

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#1853524

I hope you don't think this is the correct forum for filing formal complaints.

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