I attempted to make this reservation through VRBO twice. The first time the reservation request expired because the property manager did not respond in 24 hours, so I reapplied and my second request was granted and payment was processed. However, when I looked at my reservation on my VRBO account it showed up as “cancelled”. I called the property manager and they assured me my reservation was still active and there was nothing to worry about. I then called VRBO customer service to clarify. The representative I spoke to looked at the account and told me that the reservation was canceled and that all money was refunded to my account. I explained to him that I wanted to continue with the reservation, but that I was worried that my account wasn’t reflected accurately. I even explained the issue with having to make the reservation request twice since the first one timed out. Again, the CSR insisted that I had no active reservation and that VRBO had refunded me all of my money. He told me that there was no issue with VRBOs system, and that I would need to take my concerns to the property manager. I Explained yet again, that the property manager confirmed my reservation and my bank account still showed my payment as “paid”. Again, he insisted that VRBO records were accurate and I needed to take my issue elsewhere. Rather than continue to go back and forth with him, I asked to speak to a supervisor. He told me it would be several days before someone would get back to me. Nobody ever called me back.
To be frank, I expected a better Experience with VRBO customer service. There seemed to be no accountability, and it was incredibly worrisome to listen to someone try to convince me that I had been refunded all of my money when that simply wasn’t the case. This was my first, and very likely my last experience booking a trip through VRBO. The only reason I am leaving any positive feedback is simply to make sure the property manager is not reflected poorly. They were great in every aspect.