I have always had very positive experiences with management companies through VRBO, and was shocked and saddened by my experience with the group that manages this property. I originally booked this house for a family reunion for three nights, very much looking forward to the time with extended family. The day before check-in I decided to extend the stay for an additional night, contacted the management through VRBO messages, and paid for an additional night. Two hours after paying for the night, my extended family informed me that they had come down with Covid and they couldn’t travel. I was disappointed, but these are the times we live in. I contacted the company (mind you, two hours after I booked the extension), and asked them to rescind the extension and asked for a refund for that one day. They said they would look into it…and after a day of asking for an update, they informed me that it was against their cancellation policy and wouldn’t provide this. I asked to speak to the person making this decision as I thought it showed a complete lack of empathy or consideration, and was told the only communication with management was the message link on the VRBO site. Our family didn’t go on our trip…and I wasn’t asking for a refund on the original reservation as I understood why they wouldn’t be able to do this….but to not offer a refund two hours after asking for the one day extension and paying was very heartless and truly showed a lack of business decorum and empathy.
I understand that denying this is their prerogative, and to the letter of the law it their right to refuse this request. I also think it all travelers prerogative to do business with people / organizations that actually care about people. I would strongly recommend looking elsewhere for a rental, life is to short to put money in the pockets of people like this.