Last night, I was trying to book Property ******. When I got toward the end, it wouldn't allow me to finish my booking and had * boxes where you could check to add $** damage protection insurance or check to add a $**** refundable damage deposit. I didn't want either one, but it didn't state that you HAVE to check one. So I called VRBO and spent a tremendous amount of time talking to and trying to understand what their person (who could not speak English clearly and comprehend what I was asking) was trying to say. It was so difficult! I told her I was trying to book online and it wouldn't let me complete it when I got to that point with the boxes. I asked her if I had to choose one of those in order to finish my booking? She said she'd have to check and started getting my info but never answered my question and even though I told her my preference for booking is that I wanted to complete it, she said she'd have to complete the booking from her end. She did not ask me what my preference was, she just booked with the $**** deposit! I found out by seeing the confirmation email pop up. I told her I did not want that $**** deposit. That's when she told me I would have to contact the owner to cancel it and refund it. We wanted to book it anyway, but just wanted to clear up the charges. So I called the owner and cancelled the booking, saying I didn't want to be charged the $**** damage deposit, which was just minutes after talking to that representative. I left a message since I got a voicemail and not an answer. She called this morning and after talking with her, she had cancelled the booking and I told her we still wanted to book her place, but would choose the $** damage protection instead so I rebooked the place. Then I got an email saying I was refunded only $** out of the $***.**, the half they were charging up front for the rental, service fee, etc. I would like the full amount refunded to me, from my first booking and if someone is going to contact me, I want someone who has a genuine command of the English language to speak to. They are still getting their fees from the second booking of the same property but I think it is unreasonable to keep the rest of the $***.**, especially since it wasn't even ** hours time and we were trying to sort out this mess to get it right, and that representative took it upon herself to charge me. It should not be this stressful and difficult to correct errors! I just want this resolved and my refund in full for the first booking for the same property. Thank you.
GetHuman-jenesala did not yet indicate what VRBO should do to make this right.