House Hire Booking not honoured

JGrier

I booked and paid for a party house with Vrbo for my daughter's 21st for 23rd July.  Up until 22nd I was chasing for access info for the property with no response from the owner.  I contacted Vrbo on the same day as I was frantically trying to establish if we would need to find another space.  They said they would contact the owner to send access details which were not forthcoming.   I had to find and book another venue and Vrbo's customer service seems to take me around in circles.  They are saying that the refund - £907 - can only come from the owner who is not responding.  I don't know how to progress this, I had contacted Vrbo on several occasions before the event date they keep reverting to saying only the owner can refund the money.  Tearing my hair out - how can I get this resolved?  Has anyone had a similar experience, was it resolved and how?

molerat

How did you pay ?

Who did you pay ?

JGrier

Hi there - paid via credit card directly on the Vrbo site, all comms have been with Vrbo only either via their messaging system or their customer services

born_again

Chargeback non receipt.

JGrier

Ok, not done that before, will investigate.  I have the proof of payment, the messages to the owner on the Vrbo and also an email sent by Vrbo customer service to the owner requesting the refund.  Also have all of the online chat discussions.  Would that suffice do you think?  

JGrier

born_again said:

Chargeback non receipt.

born_again said:

Chargeback non receipt.

born_again said:

Chargeback non receipt.

Ok, not done that before, will investigate.  I have the proof of payment, the messages to the owner on the Vrbo and also an email sent by Vrbo customer service to the owner requesting the refund.  Also have all of the online chat discussions.  Would that suffice do you think?  

born_again

I would not mention asking for a refund. Simply say you never got the access to the property. You have chased & the owner is not responding to either you or Vrbo.

k3lvc

Any update @JGrier - only comment from me is that in my local area a number of 'party houses' have been restricted/closed/bookings cancelled - has there been any communication from VRBO or the owner in the background ?