RESERVATION ID HA-*VKWPS**I booked property ******** for ******-******* on April **. Th...
GetHuman-drbrandy's Cancel Booking issue with VRBO from April 2021
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The issue in GetHuman-drbrandy's own words
RESERVATION ID HA-*VKWPS**I booked property ******** for ******-******* on April **. This property was listed as an Instant Booking and my credit card was charged in full immediately upon submission of my reservation. Shortly after, the owner messaged me asking for the ages of the people in my party. I complied and all of our families ages were within the owner's rules. He told me he had to have a *-minute conversation before finalizing the booking. I told him I was in a meeting and that I'd be available in two hours for the call. That call never came. Later that evening I received an email stating that he canceled my reservation (no explanation). When I messaged back I learned that after my card had been charged his plans changed and he decided to change the property availability and cancel my reservation (Please see our thread of messages on VRBO).**According to VRBO rules after reservations have been charged they should not be canceled unless a traveler doesn't meet the owner's rules or there's some sort of emergency scenario. Your VRBO page reads “When you enable Instant Booking on your listings, all booking requests from travelers are instantly confirmed, and the traveler's credit card is charged for the initial amount. You'll receive a confirmation email that includes the details of the booking, and the reservation is automatically updated in your Reservation Manager. If a traveler doesn't meet the requirements of your House Rules, or our Policies, Terms and Conditions, you can still cancel their booking. In this instance, it's best to ask the traveler to submit a cancellation request through their traveler account under My Trips, so the cancellation doesn't affect your metrics. If a traveler meets all your house rules, the reservation should only be canceled at the traveler's request.” **My first complaint is that if the owner had changed his mind about renting the house he should have updated the availability on his page. My second complaint lies in the fact that although this is listed as an instant booking, it's far from such. The owner clearly has a process and wants to be able to approve travelers. That's fine, but it should be listed as such. Travelers should not be charged BEFORE an owner has decided to accept a booking and that is precisely what happened in my case. The charge should occur only after the reservation is truly accepted.*The two grounds above demonstrate that the owner is not following VRBO policy. **I also have issue with the refund. I was forced to purchase insurance as part of the booking. Now that the seller has canceled he refunded his portion but I am still out over $** for CSA-GGA damage insurance for a booking that will never happen.**I have used VRBO successfully in the past and had a wonderful experience. But now, I have a scenario where an owner violated policy, charged my card for over $**** and is now leaving me to foot the bill for insurance that will not be used. To make matters worse, it takes almost * business days for the refund to process the refund and credit actually appears in my account. This booking was for my mother-in-law's **th birthday and now that day is slowly approaching and now I still can't book another property because my family's money is tied up in refund limbo due to the selfishness and callousness of an owner who just easily changes his mind after travelers have been charged. This is extremely frustrating and disappointing. I’ve always felt protected when booking as a customer on VRBO but this negative experience has me questioning the integrity of the instant booking process. I don’t mind waiting for the owner to approve my request, however I do have issue with an owner (*) changing his mind about availability after I’ve been charged, and (*) charging me $** for damage insurance that his process forced me to purchase.**I would like this resolved by receiving a FULL refund (of the $** insurance fee) immediately. I believe the refund for $****.** and the $**** damage deposit are currently being processed but I see nothing about a refund of the $** damage insurance fee.**I would also like to report the owner for violating VRBO policy in the hopes that this fiasco doesn't happen to someone else in the future.
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