I have booked a house in Orlando, FL to rent from **** - ********. On the VRBO site for...

GetHuman4303777's customer service issue with VRBO from January 2020

Help with my VRBO issue
The issue in GetHuman4303777's own words
I have booked a house in Orlando, FL to rent from **** - ********. On the VRBO site for this house it states "Free Cancellation until ********". I just received a Booking contract from the owner which state the following "A non-refundable $*** booking deposit and this returned rental agreement*booking form are required at time of reservation to confirm and hold the reservation.*Clearly there is a conflict between what VRBO states and what the owner is stating. I need some clarification from VRBO*HomeAway. In other words if by chance I cancelled my reservation before ******** would the homeowner still be able to keep a non-refundable $*** deposit? *I really need to know this answer not because I intend to cancel but, because this looks like it is clearly a conflict of interest. *By the way, * times I have rented other VRBO homes and have never came across this before.*Thank you for any help you can give me.

GetHuman4303777 did not yet indicate what VRBO should do to make this right.

How GetHuman4303777 fixed the problem
Contacted the owner and expressed my view that asking for a $*** non-refundable deposit the minute the book-it button is hit is not very fair to we renters that also have to coordinate air flights, etc. I'm fine with losing a percent of my initial deposit in increments as the tie gets closer to the booking date. No problem with that but, an immediate loss of $*** is not acceptable to me. The owner expressed that he did it this way because he's had problems with renters in the past. And, my answer to that was "but why am I and others being punished for your problem renters?" Also, said that unfortunately that's part of the being a landlord game. . . most of the time you win but every once in awhile you're going to lose. But again, don't punish me a potential renter of your home. The owner was very nice, and ended up dropping the $*** non-refundable restriction for me. Bottom line, I had every intention to not continue with this VRBO rental but ended up renting the home and even added an extra day due to change in plans. Win-Win in my opinion
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Customer service issue
Reported by GetHuman4303777
Jan 28th, 2020 - 2 years ago
GetHuman4303777 shared how to fix
Seen by 29 customers so far
Similar issue to 1356 others
0 customers following this
Items needed
Name on the booking
Booking reference
Billing address
Email address on the account


GetHuman4303777 started working on this issue
Jan 28th, 2020 10:16pm
GetHuman4303777 confirmed the issue is fixed. Hooray!
Jan 29th, 2020 10:28pm
GetHuman4303777 confirmed the issue is fixed. Hooray!
Jan 30th, 2020 3:22pm
GetHuman4303777 confirmed the issue is fixed. Hooray!
Jan 30th, 2020 3:23pm

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