Melanie McGovern is a spokesperson for the Better Business Bureau. (Bobby Hristova/CBC)
McGovern said Vrbo does seem to reply to customer complaints through BBB.
She also said BBB asked Vrbo to respond to BBB’s concerns by Oct. 11.
A response from the company didn’t appear to be on the BBB profile as of Oct. 18.
Brewer’s complaints ‘not considered significant’: Vrbo
Vrbo declined an interview with CBC but said in an email people should immediately contact customer support if a property is misrepresented.
It also said guests should try to resolve “minor issues” with the host.
“The problems Ms. Brewer contacted us about regarding pool heating and lighting issues are not considered significant misrepresentation and not covered under the Book with Confidence Guarantee,” read Vrbo’s email.
The company added Brewer didn’t qualify for a refund because she left early.
In Brewer’s case, the company said it asked the host to “ensure the listing is up to date” and also offered Brewer $500.
“We realize this was not a pleasant experience,” the company said.
Vrbo noted it does numerous things to guarantee people can book with confidence including offering:
- Support with booking another place if the host cancels at the last minute.
- Finding another place to stay when a guest can’t check in or the property is “significantly misrepresented.”
- Payment protection against fraud and help recovering a wrongfully withheld damage deposit.
- Around-the-clock customer support.
The company said it investigates complaints about misrepresented listings and will take action, like giving the host a warning.
“In most cases, this warning suffices to correct their actions.”
Hosts determine refunds but can also face repercussions: Vrbo
The company said hosts set the cancellation policies, which would also determine refunds, and when guests book, they are agreeing to the host’s terms.
Vrbo said it encourages guests and hosts to sort out issues among themselves.
“We can’t force hosts to make exceptions to their cancellation policies,” the company said.
“In recent years, many hosts have chosen to adopt our most relaxed policy, which provides guests a full refund 14 days before check-in.
As for hosts, Vrbo said it considers removing hosts who cancel booking too often and also said it implemented new cancellation fees last week for hosts who cancel for reasons under their control.
Tips for people looking to book
The Ministry of Public and Business Service Delivery says customers should “carefully review” terms and conditions of any company before agreeing to them.
It said people can contact the ministry to discuss their concerns.
They can also seek “legal guidance” from the Law Society Referral Service.
McGovern, from the BBB, said people should also ask friends if they have experience with the company and can refer to reviews and ratings on the BBB website before booking.