Homeaway/vrbo - host missing

sbrant21

Can someone please help me out, this is a long one so I apologise in advance.

I booked a villa via homeaway in October 2019 for 15th April 2020, then covid happened. The host denied me a refund but said if I paid the balance I could have re-use the villa within 12 months. I re-booked for this year. I have been trying to contact the host to ask if we can move our dates, but he has not been replying. Finally contacted homeaway, after a lot of back and forth they have agreed he’s gone missing - this man has money!!!
they have also emailed me to tell me he’s gone missing and to not send him any more money!
I’ve asked homeaway/vrbo for a credit not to use in the future and they are denying it. But they have agreed I comply with all their options for guarantee but will only give me 50% refund and that’s ONLY if my credit company refuse a chargeback.
Raised a dispute with Barclaycard, sent all relevant emails and conversations and they are refusing because “the merchant is still providing the service” but there is a flight ban, and the host has gone missing so really no, the service isn’t being provided, how can they do this? Do I have any rights? Shall I just now go to my insurance company? Do I wait till after April and raise another dispute?
Please any help or advise would  be greatly appreciated. 

[Deleted User]

What were the terms and conditions?  I have a feeling homeaway will only act as introducers and your contract is with the owner.  If he has gone missing then unlikely to make the property available to you.  

However when are you due to go?   If it is a few months off you may have to wait until nearer the time to approach your bank (if you qualify for a chargeback or section 75) or your insurance provider in case he reappears!  (Not definite but a possibility). 

I feel sure you won’t lose the money unless you paid by bank transfer and don’t have insurance cover?   You may have to be patient and keep trying to contact via email to show the efforts you are making to contact.   These are my opinions though and others may differ. Good luck. 

Edited to add - just re read and looks like April 2021?   Think you can start the ball rolling.   How did you pay and do you have insurance? 

sheramber

VRBO  guarantee conditions  stat thy will only pay out if your bank will not pay out on a chargeback.
I did not see any mention of only 50%  refund.
Have you gone back to them to advise them that tth bank said 'no'.?

Thrugelmir

When have you rebooked for this year? 

sbrant21

Yes rebooked for this April and tour correct that homeaway are acting as introducers - however they have agreed that the host has gone missing, as he is not replying to myself or homeaway, and has removed all contact information. He also rebooked my booking for this year privately, which I didn’t know about until a couple months ago when I tried to fit act him. I originally paid via homeaway, he let the original booking go ahead and rebooked 2021 privately, so it looked like we went last year. 

Homeaway don’t offer any form of refund but they are willing to offer me 50% as a gesture of goodwill, but I will be loosing £1700!
and for some reason barclaycard aren’t issuing my chargeback because the service is still available- but it isn’t because the host isn’t replying - which homeaway have agreed with and taken the property off the website!

sbrant21

Edit - I paid securely via homeaway - after anlotnkfmohone calls they found original payment, and can match it to the “private” booking, I do have insurance so I guess that will be the next step I need to take! I’m just worried I will have the same issue with the insurance as I’m having with barclaycard due to the villa not actually being cancelled because the host won’t be “cancelling it”

[Deleted User]

Shocking story.   I am not familiar with the t’s and c’s of homeaway.  Do they have “host doing a runner” covered?   

Whilst it is nice of them to award you 50% out of goodwill, it is not on for you to have to wipe out the rest.  

I would keep emailing the “host” and homeaway right up to date of travel then reapply via chargeback/section 75 stating the host has stolen your money by not making the accommodation available (although am not sure if this is voided by a third party?). Send copies of all attempts to contact.  Check your insurance cover as well.   It might be that you will have a fight on your hands as they will expect you to push for a full refund from homeaway (depending on their terms). 

The fact you rearranged dates directly via host should not affect your situation but always better to deal via the official website (assume it works in similar ways to air bnb?).  

I wish you luck. This type of situation sucks.