VRBO Covid-related owner cancellation refund

Paul_Vincent

Hi,

I'm looking for some advice on how to make a formal complaint about a holiday let owner.

We booked a property for a short stay near Durham just after Christmas, but after making the reservation and being charged an automatic deposit via VRBO (payment was actually taken by property owner, but my booking was via VRBO) we were informed by the property owner not to pay the next installment as the current occupants had Covid so we wouldn't be able to go. The second installment was automatically taken the following morning, and after informing the owner of this via VRBO message, he said he'd process the refund. Despite two subsequent prods, I've had no refund or further communication from the owner, and VRBO have only assisted by sending emails to him which have also provoked no response.

How's do I make a formal complaint about this? And who to? 

Many thanks in advance,

Paul

Aylesbury_Duck

Paul_Vincent said:

Hi,

I'm looking for some advice on how to make a formal complaint about a holiday let owner.

We booked a property for a short stay near Durham just after Christmas, but after making the reservation and being charged an automatic deposit via VRBO (payment was actually taken by property owner, but my booking was via VRBO) we were informed by the property owner not to pay the next installment as the current occupants had Covid so we wouldn't be able to go. The second installment was automatically taken the following morning, and after informing the owner of this via VRBO message, he said he'd process the refund. Despite two subsequent prods, I've had no refund or further communication from the owner, and VRBO have only assisted by sending emails to him which have also provoked no response.

How's do I make a formal complaint about this? And who to? 

Many thanks in advance,

Paul

To the owner.  In writing.

Paul_Vincent

Thanks for the quick reply but unfortunately, as VRBO require all communications to go through them, I don't have any private details for the owner. I'll see if VRBO will share those details with me, but given he's not responding to them either, I'm trying to prepare for further action.

visidigi

How were the payments completed?