On May 8, 2024 I booked a 2 bedroom apartment in Brooklyn for a 31 day stay. The cost of the stay was over $5800. A lot of money, but much less than a hotel. I arrived as scheduled on May 18, 2024, and found the entire apartment building was under construction.I called VRBO customer support and explained the situation and provided pictures. Customer service was apologetic, and they promised that the rebooking team would call back within 15 minutes to reschedule my stay. Since VRBO has a "Book with Confidence Guarantee", I was not worried.The rebooking team never called me. Ever.Over the next few days, I called VRBO dozens of times. In total, I was on hold for over six hours. I was hung up on several times. No customer service representative could contact the rebooking team. I later learned that the rebooking team doesn't exist!VRBO has endless levels of non-existent customer service teams, including the "Rebooking Team", the "Guarantee Team", the "Specialized Department", and the "Executive Customer Relations Team". None of these teams have phone numbers or specific email addresses, and last names are never provided to avoid traceability (also, I really doubt the India-based call center folks really have names like Steve and Jessica anyway...)One of the call center workers was kind enough to tell me that there is no way for a VRBO customer service representative to contact any of these teams. They cannot be called on the phone. First-tier customer service personnel can ONLY email them and tell the customer that they'll be called within 24 hours. However, the call to the customer never happens - because the teams don't exist.I only got a call from VRBO when I blew up social media, called and emailed VRBO and Expedia executives directly, sent VRBO screen captures of my conversations with NYC NBC Channel 4, and threatened to call police.The Book with Confidence Guarantee is WORTHLESS.I was booked into a property that was completely closed for construction.The guarantee states:We may offer to rebook the Protected Traveler at another property advertised on a HomeAway Site, if a substantially similar property is available for the same period and under a new reservation.VRBO DOESN'T DO THIS. SIMILAR PROPERTIES EXISTED AND VRBO REFUSED TO REBOOK ME.They do not work to find you another property. All they do is tell you to find another one, book it yourself, and then wait for the refund for your original property. They assume everyone has funds to book another property.Imagine saving for your vacation, and then having to book another stay at the last second at a higher price.VRBO IS SIMPLY A BOOKING PLATFORM. ALL THEY DO IS PUBLISH LISTINGS AND PROCESS PAYMENTS. AFTER THAT THERE IS NO CUSTOMER SUPPORT AND THE GUARANTEE IS NOT HONORED.DO NOT BOOK WITH VRBO. They don't care about you.I only got my refund when I called and emailed every VRBO executive I could find.
