My family, along with three other families, booked a house to stay in on July 12th, the Friday following Hurricane Beryl's impact on Monday. I maintained regular contact with the host, understanding that many in Galveston were without electricity. Less than 24 hours before our stay, I asked the host if they could guarantee we would have a place to stay if we drove to Galveston. At that point, they informed me that my only option was to choose another date, which was not feasible for four families. When I asked if they had another place for us to stay, they did not respond.
I had to work with VRBO directly, and their customer service promised to help me get a refund. Just one hour before our check-in time, the host offered another house and refused to provide a refund, insisting that I was canceling. Despite my patience, knowing Hurricane Beryl had affected everyone in Galveston, VRBO’s rules state that in such circumstances, the host should offer a refund.
I am still waiting for a refund. VRBO customer support refunded the VRBO fee and advised me to work with my credit card company to get a refund from the host. This is unacceptable. Hosts should do better, especially when they are unable to provide the accommodations promised or a timely refund. Avoid this host to prevent a similar experience.