ComplaintsforResorticaHawaii.com
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Complaint Details
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Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My dispute is with *************** in regards to a booking through VRBO for a *********** from 12/18/22-12/24/22. Between the booking and VRBO fees the total for the stay was $3460.62.I reached out to the owner to try to reschedule the booking for March due to the natural disaster (volcano erupting) there. When they refused this request, I reached out to VRBO to help mediate this request, which they sided with the owner and did not approve this request. At this point I tried to cancel, in hopes they would be able to rebook the apartment and be more responsive to my request. They then refused to cancel my booking, after suggesting this as an option. I feel like they have backed me into a corner and have stolen this money from me. I hope that the BBB can help, so this doesnt need to go to litigation.Business response
01/12/2023
Aloha -
When booking our properties via VRBO you entered a contract subject to terms and conditions, and a clear cancellation policy. We represent the owner of the property, and have a responsibility to uphold the stated terms. Your request to change your dates, or cancel, came 6 days before your arrival date. The owner was counting on the booking funds and was not willing to allow a refund without cause. We did immediately release the dates, and were able to rebook a portion of the nights - which resulted in a partial refund of $1583.68. We are sorry you do not feel this was a fair resolution. We would suggest purchasing travel insurance for any future travels. Your concern was the volcanic activity - however, the island is home to 3 active shield volcanoes. The activity was limited to an area far from the resort and the property. We had no impact from this natural occurring event, and thus do not feel we should be penalized or misrepresented in our intentions. We certainly hope you can consider the situation from our perspective. Mahalo.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.