Complaints

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• Initial Complaint

  Date:03/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a confirmation from VRBO regarding a booking with them. Then a day later they wanted me to sign some disclosure a day later supposedly to confirm when it had already been confirmed through VRBO. Then they ran my credit card a day after that and it was declined because I had it temporarily locked. They ran it again and it didn't go through. I contacted my bank and saw there was no problem in their end and asked this company to run it again. They claimed they did but obviously didn't because there was nothing wrong with the card yet it supposedly didn't go through. I wasn't able to get another VRBO last minute and had to instead stay in a more expensive hotel. I deserve compensation for this inconvenience.

  Business Response

  Date: 03/20/2023

  We ran the guest's credit card 8+ times over a two day period and it did not go through. We asked for an alternative payment method but the guest never provided one. The guest never paid for the property, so we had to cancel her reservation. We kept in full communication with the guest during this period to let her know every step of the way what was going on.  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19619606
  
  I am rejecting this response because

   

  They are lying. I have the attached conversation showing that the conversation regarding the payment all occurred in one day, beginning very late the night before the reservation. I also have attached a confirmation of the reservation I received from VRBO the day before that. I would have made other arrangements had I known it was not confirmed.
  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/27/2023

  Please see attached Incident Report with screenshots of all communication between us and the guest.

  We have processed multiple last-minute reservations on a daily basis, however, the result of card transactions is out of our control. We always inform our guests to contact their bank in the event that their card is declined -- to make sure that their payment will go through and we would run the card only with the guest's permission. Alternatively, we ask guests to provide other modes of payment.

  For this particular reservation, the guest clearly allowed to run the same card multiple times in spite of our notifications that the card is being declined. However, after multiple tries, since the payment was never secured, we had to cancel the reservation. Technically, the guest's reservation is not yet secured or valid unless fully paid. We did our best to communicate and assist the guest through multiple follow-*** and providing options but it's up to her to contact her bank to make sure that the transaction will push through. Hope this clear things out. Thank you.