Booked this house in St Augustine for a 7 night stay and paid upon booking. There are 4 of us and our dog. Host never gave us access/door code to the house. When we arrived, we tried to contact the host via phone, the app, and messaging, all to no avail. After waiting about an hour to hear back I called VRBO. (Every call to vrbo customer service, for 3 days in a row, took an hour to 90 minutes to get answers)
After over an hour vrbo put us up in a hotel for the night and said the rebooking team would contact us the next day.
After not hearing anything from the vrbo rebooking team the next morning at 11am, I called them. (This was a 90+ minute phone call) The end result of this call was that the rebooking team would continue to work on it and that I would need to book something on my own for the next 3 nights, and was sent an email with the criteria of booking and how to submit receipts to vrbo to eventually be reimbursed.
I booked a 3 night hotel stay as I was very reluctant to book another vrbo. I never heard anything back from vrbo. By this point my current hotel was out of rooms for our final 3 nights of our stay, so I had to book another hotel for our final 3 nights. I was now out of pocket over $1600 for 6 nights of hotel stay plus my original vrbo for a week. Not to mention the extra $ for restaurants as we were eating at since there wasn’t a kitchen in our hotel rooms. Really bad experience