Complaints

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My family and I booked through VRBO a ************ beach house and paid in full for the rental. Was emailed the rental agreement and signed and was ready to go. We booked golf cart rental for exact dates and made PTO plans for work to be off. We then get a refund in the back for partial charges and then while looking into vrbo was shown our paid for house was cancelled. Contacted the business that runs the rental property and was told it was over booked. Only thing was the rental property was still available for the exact dates but at a much higher price. We then tried calling for more answers but never again was able to get in contact with this business. So I reached out to VRBO for their help they did see the same rental property available for the exact dates on their end and also tried calling the business but no answer. I was then told since dates are available to book again but I responded to the VRBO agent why would I book same exact house for double the price. I just think that price gouging and trying to make more money on hard working people should not be allowed and also feel like since so much of my time such as scheduling time off and ruining family plans there needs to be some type of consequence. Im totally happy with this house and would love to stay there for the rate that was agreed on and already signed and paid for. Or a very similar house with same features for same cost. Again like I mentioned some fees still havent even been processed back so still waiting on that portion also.

  Business response

  02/16/2023

  The property was booked through a 3rd party platform (vrbo) and within ************************************************************************************************************************** availability calendars it allowed a booking to come through. We contacted the guest as soon as this was discovered and refunded them with an email explanation. We offered her alternate homes that we had available but they were more expensive. All funds have been refunded to the guest. 

  Customer response

  02/17/2023

  Complaint: 19414499
  
  I am rejecting this response because: I believe this company is lying about home owner blocking the dates out due the the sole fact that I was first told it was double booked and then finally got told a day later it was the home owners blocking it. Well if thats the case then why till this exact time is it still available for rent on the exact dates I paid for? This company and I had a signed and paid for agreement for the dates mentioned and if it was a price mistake on their end that should not be taken out on the customer. As far as the **************************************************** full on Feb. 12 and did not find out about cancellation until we saw a refund in our account on Feb. 15th. Again when a company and customer have signed agreement all parties should abide by what was agreed apon. So yes more house options were sent to us after we had to make a call about about our cancellations but why would we want to pay double for a place makes no sense. As mentioned if similar house was available with the exact features for same price we would have been happy. What gets me and makes it look like a mistake is that the house is still available I even had VRBO agent look into is status and they are seeing it available as well. 
  
  Regards,
  
  *******************************

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