Business ProfileforVacation Rental by Owner

Reservation ID ********* was cancelled less than 24 hours before my trip. The owner of the property could not properly clean the house due to Covid so she cancelled our reservation the day before the trip. Upon calling VRBO they had no confirmation or clue that happened. They put me on hold multiple times, lied about the homeowner, and then when finally confronted said the reservation was cancelled. At that point I asked what are my options to rebook or find another place. They claimed they had no phone number for their rebooking division and there would be an email sent to them to rebook us. We would need to wait 24 hours! This did not make sense since our trip was the next day but their logic and per recorded conversations was to just sit around the computer all night and wait for an email from them. WOW! Ridiculous. Because it was NYE and I needed to rebook a place for my family I decided to find something else on my own and book it. This was without ANY HELP from VRBO. When I mentioned to them I did that they told me I shouldn't have done that and I should have waiting for their rebooking department. I explained to them I couldn't wait because we had to make plans because we were leaving the next day and then they threatened me saying well they may not reimburse us since I booked on my own. Luckily, I was able to find a property that was cheaper and I had the extra money to book another place. The next morning 1 hour before my departure rebooking finally contacted me saying I should find a hotel or another house on my own. Literally the next morning and while they told me to wait at the computer all night. When confronted they lied multiple times, kept throwing their policy in my face, and took no responsibility for the issues that were cause to me and my family. They have constantly ignore answering questions and still expect me to pay their service fees when they provided no service! NOPE! I had no choice but to file a complaint!