ComplaintsforLost Cabin Rentals
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Complaint Details
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Initial Complaint
07/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
VRBO Booking ********* on 09/16/2022 for dates 10/14/2022 - 10/16/2022. Paid in full at time of booking. Had a death in the family. Contacted company owner, ***************************, through VRBO to cancel the reservation on 10/06/2023. Did not request a refund, instead requested a future booking. ****** agreed to provide a future booking. ***** attempting to contact on 06/03/2023 via multiple VRBO text messages. Eventually, he answered his cell phone on 06/16/2023. ****** stated he had all of 10/2023 open and that I just needed to provide him with the requested dates. I texted requested dates on 06/28/2023. ****************** stopped answering his business phone, his emergency cell phone, did not answered multiple attempts by VRBO text, and did not respond to emails. I have begun a dispute with VRBO re*************************:ref At this time, we no longer wish to do business with this company.Business response
08/01/2023
The guests needed to reschedule last minute which I was willing to do, and we do that all of the time, but in order to do so I needed the future dates to move the reservation to which the guests was not able to give me after many attempts of trying to reach her. Therefor I was not able to open the dates of the reservation in hopes to get another reservation in, thus not loosing income. Then I don't hear from the guests until 8 months later when she wants to finally reschedule. At this point if I were to reschedule her I would loose another weekend of rentals and have to basically pay for her reservation out of pocket. We have a cancelation and reschedule policy in place, and the reschedule policy states that it is only valid for the calendar year. I too have been in contact with VRBO and they have sided with me stating it is past time for a reschedule and it is up to my desecration on whether or not to proceed with this guest.Customer response
08/02/2023
In good faith I verified we would like to book a future weekend. I reiterated this fact in text. I began trying to contact him without response in June 2023. I did call him on on his emergency cell number he provided on 06/16/2023. He answered his phone. I identified myself and reminded him of our cancellation with a request for a future booking. He stated he remembered our situation and agreed to reschedule. I inquired if he had availability any weekend in 10/2023. He stated all weekends were available and he would be glad to book us. Since that time, I have tried repeatedly to contact this person by business phone, cell phone, and email. He has rejected my calls, has not answered by voice mails I left on his answering service, and ignored my emails. This is the first response I have received since 06/16/2023. I request a booking or a refund.
As for VRBO, I have not been notified of any decision related to this complaint.
Customer response
08/04/2023
Complaint: ********
I am rejecting this response because:From the CONSUMER:Sent 8/2/2023 4:42:32 PMRead by ************************************************* on 8/3/2023 12:27:35 PMIn good faith I verified we would like to book a future weekend. I reiterated this fact in text. I began trying to contact him without response in June 2023. I did call him on on his emergency cell number he provided on 06/16/2023. He answered his phone. I identified myself and reminded him of our cancellation with a request for a future booking. He stated he remembered our situation and agreed to reschedule. I inquired if he had availability any weekend in 10/2023. He stated all weekends were available and he would be glad to book us. Since that time, I have tried repeatedly to contact this person by business phone, cell phone, and email. He has rejected my calls, has not answered by voice mails I left on his answering service, and ignored my emails. This is the first response I have received since 06/16/2023. I request a booking or a refund.
As for VRBO, I have not been notified of any decision related to this complaint.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.