Q: My family and I rented a house in Hawaii through Vrbo. When we entered the home, we were immediately hit with a strong smell of mold. We noted and took pictures of black mold located on the smoke detector, the pictures hanging on the walls, the shower stall and the windowsills.
One of the members of my party is a 17-year-old who has severe asthma. So, I immediately contacted the owner, who suggested that we get in touch with Vrbo for assistance. The owner offered to cancel the reservation if we did not feel comfortable staying there.
A Vrbo representative assured me that we were covered by its Book With Confidence Guarantee. Vrbo sent us an email authorizing us to spend $15,138 for a new place, which was double what we originally paid. The new place was $21,014, since there was an extremely limited inventory available on Oahu for seven people at the last minute. A representative assured me that Vrbo would cover the entire amount.
I just received a follow-up email from Vrbo, stating that “upon research into this matter, it has been determined that the requested reimbursement is not available through the Book With Confidence program due to the temporary nature of the cleanliness issues reported.” Can you help me get Vrbo to cover the new rental?
A: I’m sorry to hear about your moldy rental. You did the right thing by contacting the owner first and then Vrbo. You got almost everything in writing, including Vrbo’s promise to cover you for up to $15,138 in additional lodging expenses. This is a reasonable offer for a last-minute reservation in Hawaii.
Vrbo’s Book With Confidence Guarantee promises if the property was materially misrepresented in the listing, it will help you book a new reservation. The Vrbo agent said it would apply to your situation, and I agree.
Unfortunately, you didn’t get the second promise to cover the additional $5,876 in writing. So, when you sent a bill for $21,014 to Vrbo, the system most likely rejected it.
Your case is a reminder to always get everything in writing, especially when it comes to promises about covering your costs. At a minimum, you could have asked the representative to make a notation in your record that you were authorized to spend $21,014.
