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We booked a trip on 2/27/2020 with VRBO and the Property Manager Pamela Bergeson. Then Covid-19 Global Pandemic hit:
a) We have a son who is treated at Lurie Children's Hospital in Chicago for Central Nervous System Histiocytosis, which is a very rare form of brain cancer.
Both his Oncologist and Endocrinologist said he should not travel. It is simply not safe for him to do so.
b) Then, the border to Mexico was closed to non-essential travel, which is where we were supposed to travel to.
c) Then, the state of Illinois went into a state mandated quarantine, which means we couldn't leave the house and travel to Mexico even if we tried to without going against the state mandate.
And yet, even with all of this:
a) VRBO and the property manager REFUSED to allow us to change our rental dates to one of the (3) weeks that she had available. I know she had these weeks available because they showed up as "available" on the VRBO app.
b) Refused to refund us our money - she is keeping 100% of the almost $2K that we spent on this trip.
c) Cancelled our reservation and is now in the process of trying to RERENT it! I can't even believe it.
So, if she rerents it, she keeps 100% of our money and the new customers money.
I have called VRBO 5 times, emailed the President of the Company (Jeff Hurst) twice, gone on social media a bunch of times, messaged VRBO on both Facebook and Twitter. Begged &;;;;;;;;;;;;;; pleaded and yet - STILL - after all of this, they say that the Property Manager can keep 100% of our money. How is this allowed? When the entire world is trying to help each other, VRBO and the property manager are stealing our family vacation.
Please don't hesitate to contact me if you have any questions. I truly hope that you do a story and expose VRBO for the terribly greedy &amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp; unethical company that they are.
To quickly add to this...if you go to the VRBO facebook page, you will see thousands of similar stories. And, same with @VRBO and #boycottvrbo on twitter.
My story is terrible. But, it is worse that VRBO is keeping money from active Military members who are being told by the DOD that they are not allowed to travel.
As well as keeping money from Medical professionals who are also being told they can't travel because they are - literally - saving lives right now.
Yet, VRBO still feels justified in stealing our money during this terrible global pandemic. They are not giving us our refunds.
Product or Service Mentioned: Vrbo Condo Rental.
Monetary Loss: $1953.
Preferred solution: Full refund.
VRBO Cons: Vrbo policies are inadequate, Unresponsive, Terrible covid-19 policy.