Cathleen M.

HomeAway & Vrbo sent us a $ receipt for a prepayment on a property both knew was uninhabitable. HomeAway & Vrbo received numerous complaints about the property and property owner prior to our finding the listing on both sites. HomeAway & Vrbo advertise a "Book With Confidence Guarantee" which is an intentional deception designed to make consumers believe there is some measure of safety in booking through HomeAway & Vrbo. In truth, contracting through Vrbo/HomeAway places the consumer in a worse position than renting directly or through another site. Vrbo/HomeAway practices and policies and advertised "guarantees" are deceptive trade practices. Contrary to Vrbo/HomeAway advertised claim, Vrbo/HomeAway does not care about consumer safety. Vrbo/HomeAway policies, practices and advertisements attract voyeurs and scam artists specifically because Vrbo/HomeAway policies, practices and advertisements deceive consumers into believing the companies offer some assistance. Vrbo/HomeAway repeatedly and deceptively scammed us through false advertising; prior knowledge a listed property was dangerous and relisting the property repeatedly with prior knowledge the property owner's have repeatedly scammed consumers. Vrbo/HomeAway refused to refund our prepayment (the day after it was made) upon the property owners disclosure the property would not be safe for our daughter. Vrbo/HomeAway additionally refused to refund our money upon our obtaining the photographic evidence they said they required. When we complained online, Vrbo/HomeAway paid people to ridicule and harass us and others. When we posted a complaint on BBB, HomeAway answered the complaint against Vrbo stating they had nothing to do with our contract. The BBB dropped the complaint against both companies (same people) based upon the absurd assertion HomeAway had nothing to do with our claim against Vrbo. At the very least, the BBB should have continued the complaint against Vrbo. However, as our receipt for payment is from both interrelated companies (Vrbo/HomeAway) with the same policies, practices and advertised "guarantees" the BBB should not have dropped the complaint. Do not do business with Vrbo or HomeAway or any other name they add to diffuse liability for their actions. We were scammed. We were cheated out of more than $5,000.00. This scam, cheat, and harming of our health and family began with Vrbo & HomeAway continually listing a property both knew was uninhabitable. (Mold, Algae, no a. C., no 220 electricity, no hot water for showers, cleaning or cooking, appliances did to function, the house was a construction site November, December and January. Additionally, the property owners wanted us to drive to their house daily to shower... ewww! We were not safe, Vrbo/HomeAway knowingly took our $ despite prior knowledge the property owners disclosed none of this to consumers at check in forcing consumers to find out these horrors on their own costing precious time the consumer needs to find and pay for another safe place to stay. There is no excuse for Vrbo and/or HomeAway's actions. Vrbo & HomeAway will probably respond with a false "sorry" followed by to bad, so sad... if you read all of our small print (ignoring all our advertised guarantees) you should have known we will cheat you! I hope this post protects others from being harmed by these swindlers. Contract number... HA - KF06M5... the HA designates the contract is a HOMEAWAY contract in direct conflict with HomeAway's claim they had nothing to do with the contract.

Vrbo/HomeAway emailed us a receipt for our $5004. 00 prepayment for a property we now know Vrbo/HomeAway knew was dangerous and was not as listed. Vrbo/HomeAway refused to honor their "Book with Confidence Guarantee" which is in reality a Deceptive Trade Practice. Buyer Beware... never trust Vrbo/HomeAway. Vrbo/HomeAway are knowingly harming consumers and property owners with their deceptive trade practice policies.

Vrbo/HomeAway knowingly listed a property they had prior knowledge was dangerous. Despite their prior knowledge the property was dangerous, and was significantly not as listed, Vrbo/HomeAway accepted our $5004. 00 booking for their listing then refused to refund our money the next day after the property owner's disclosed their property would not be safe for our critically ill (but not contagious) daughter. Vrbo/HomeAway refused to honor their guarantee - they refused to help us BEFORE, DURING and AFTER. Vrbo required photographic proof even though they had prior knowledge the property was dangerous. After we gained photographic evidence Vrbo/HomeAway still refused to honor their guarantees. Vrbo/HomeAway harms consumers and property owners with their policies. Buyer Beware

We prepaid for a VRBO Nov. 11,2019; on Nov 12,2019 the property owners disclosed the property was not as listed, would not be safe for our critically ill (non contagious) daughter and refused to refund our prepayment. We immediately called VRBO who refused to help claiming we could not prove what the owner's told us. We went to the property with friends (not taking our daughter who was the reason for the purchase). The property wasn't safe. We called VRBO who kept us on international hold for over 20 minutes twice and then hung up on us. The owners were using tiles to cover mold and algae from 3 year hurricane damage and had a worker stay downstairs even though we paid to have. A house to ourselves. The house also couldn't be locked right and we didn't feel safe. We discovered the 220 electricity did not work so we had no AC, and no ability to cook as listed. We had no how water to shower or to clean the kitchen or our clothing - again listed amenities. We became ill and had to see a TCI doctor who told us we had to get out of the house. We had to pay to stay elsewhere where we remained sick from the VRBO property. The VRBO homeowner's told us we had to take showers at their personal house down the road which was weird, scary, and wrong. We took the keys to the property owner wife who was being talked to by a TCI police officer. She promised us a full refund in front of the police officer and we videod her saying it. She also said it would take two days to get it done. Two days later we returned to confirm she did it which she had not but again claimed she would do it. Upon returning to the U.S. we called VRBO for help once again. Even though we had photographic proof they required, they now claimed we did to contact them soon enough. VRBO failed to help us Nov. 12,2019; failed to help us while at the property which was dangerous and not as listed and refused to help us upon our return to the U.S. VRBO has knowingly aided these property owner's to repeatedly list their properties that have harmed other families than us. We have medical bills and I am still very sick from the house as I am very allergic to mold and algae. The house environment was not habitable and VRBO refused to help us and others. The property owners have listed these properties with them since moving to TCI in 2012. Many families have been knowingly harmed by this couple. VRBO is knowingly aiding scam artist property owners who are physically, financially and emotionally harming renters.