Booked the property for a 2 day stay June 30th thru July 2nd for my husband & myself as well as another couple. I had received confirmation of the booking & house rules & my card was charged. After arriving in Cambria, I realized I hadn’t received directions on how to access the home. I reached out to Tena via the app, voicemail & text with no response. I called VRBO, who was also unable to reach her. Because we were 2.5 hours beyond our check in time, they put us in a hotel for 1 night. Later that evening, Tena reached out saying she doesn’t allow 2 night stays and didn’t have us on her calendar & the home wasn’t clean as renters had just left.
So there we were, stuck hours from home & had to find a hotel for the rest of the weekend - on a busy holiday weekend.
VRBO and Tena both mentioned we would be refunded - but here we are 4 days later & I still do not have a refund. VRBO says they are investigating & cannot return my money until they speak to Tena. This is because Tena responded to my message on the VRBO app at 7pm on Friday (check in was at 4pm) giving me directions on how to access the home - so VRBO thinks we stayed at the home. Yet shortly after that message, she sent another message asking me to call her immediately - only to tell me she didn’t have me in her books and couldn’t accommodate our two night stay.
Therefore, I will now be forced to file a dispute on my credit card for the VRBO charge that should’ve been refunded immediately.