After finding out after turning up on the booked date that the apartment booked had been removed from their platform, Vrbo's customer service informed me that I could book alternative accomodation, either on their platform or through a number of provided hotel booking websites, up to a cost of approximately £200 more than my original booking.Having done this, I submitted a claim through their requested email channels with all the requested documentation and evidence of the hotel I had booked.Despite twice chasing this and being told the refund was indeed being processed, I phoned again on 22nd July to be informed that I hadn't provided my ID and thus my refund request hadn't gone anywhere... despite them not originally asking for ID where the replacement booking was made off their platform. I was told at this point that my case was now to be processed and had been escalated and prioritised. When I asked how long this would now be and what the SLA for such a prioritised case was, I was told that the department handling the case does not provide timelines as "this would upset customers if they did not hit the agreed dates"(!).Despite being ensured that my case had been escalated and that I would absolutely be receiving an email to confirm it was being dealt with, I rang and chased again today on 6th August. After nearly an hour on hold to various agents, the agent from the Resolutions team told me the course of action now was to do exactly what his colleague from the same team had done, that he would send an email to Guarantee team and that they would prioritise it accordingly. Once again I was told, despite it being 11 days since initially being escalated to that team that no timeframes could be provided and that I would have to wait indefinitely before finding out whether my refund was to be processed or not. When I challenged this again saying this is exactly what I was told last time, I was told to check my email as the information I needed was there and that the agent was going to "politely end the call". He hung up on me as I explained that I was looking at my email inbox and nothing had been sent to me.I have been left in no doubt that Vrbo's processes are specifically designed to frustrate and confuse to discourage customers from following up on any owed money from the company.I don't suspect I will ever see the roughly £150 Vrbo still owes me at this point.Company are crooks.
