2/10 Terrible
Catherine D.
11 Aug 2025
I am unable to rate the property as it had been double booked and we did not stay.I can however rate how this was dealt with by both the owner and Vrbo, and I have to say it was very poor.On arrival in Guisborough, I messaged the owner because we had not received the lockbox code. He then told me that the property was not available and Vrbo would arrange alternative accommodation for us.On speaking to a Vrbo representative, all they wanted to do was cancel the reservation. They made no attempt to find alternative accommodation and suggested if we found our own accommodation they would reimburse 50%.Vrbo did none of the above and didn't try to recontact me when the call got cut off.We had no alternative but to return home. The following day I contacted Vrbo again via chat. I will commend Arjun as he has now facilitated the refund but I am still awaiting a response regarding them paying 50% of a new reservation I made elsewhere to salvage what was left of our family holiday.I messaged the owner 3 weeks before our stay so he had our car details to register for parking. I previously worked for 10 years with many booking agencies managing 130 beds in 1 hotel, and bookings for 2 other hotels. I always knew before 11am if I was overbooked and made sure every guest had accommodation.Total mismanagement by both parties.
Catherine D.
Stayed 5 nights in Aug 2025