I reserved a home (property *******) in Rochester, MN for myself and my two daughters a...

GetHuman-sultandy's customer service issue with VRBO from July 2018

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I reserved a home (property *******) in Rochester, MN for myself and my two daughters as we were visiting friends in Rochester from ****-****. Reservation ID HA-RJR*Y*. Our friends picked us up in Minneapolis on ****, we went to the Mall of America and arrived in Rochester (an hour away) after **pm. Our friends dropped us off and came in to the house to help us with our bags. When we arrived it smelled like cigarette smoke. We opened all the windows and waited. While one bedroom seemed to get better, the other bedroom still had a strong cigarette smell. I decided that it would be better to check into a hotel as we are very sensitive and this property was advertised as non-smoking. I texted the first number given to me in the reservation but didn’t receive an answer (it was very late to be fair). I emailed the property contact once we got checked in to our hotel and they responded the next day ****, that they had had two inspections and no one had mentioned a smell of smoke. Satharina said she would contact the property owners and told me to refer to their cancellation policy. We did not use the bathroom, sleep, get water or do anything other than open windows. While I understand that these things happen, it was a bummer as we chose this property because it had two bedrooms and was within walking distance of our friends’ home. We then had to get Lyft and Uber rides from our new hotel. The contact Satharina said she would contact the property owners for a partial refund. I’ve received our damage deposit of $*** back but not the $*** for the actual rental. The reservation was just cancelled yesterday, **** which I found strange as I texted and emailed that we were not staying the night we arrived on ****. Please advise. I cannot find their cancellation policy either. Is it individual to the home or is it a Brno policy?
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VRBO

Customer service issue
Reported by GetHuman-sultandy
Jul 31st, 2018 - a yr ago
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Items needed
Name on the booking
Booking reference
Billing address
Email address on the account
Timeline
GetHuman-sultandy started working on this issue
Jul 31st, 2018 6:56pm
GetHuman-sultandy indicated the issue is not fixed yet.
Aug 3rd, 2018 12:02am