Imagine arriving at your vacation rental, exhausted from travel, only to find a scene straight out of a horror movie. For one London family, this nightmare became reality when they booked a Vrbo flat in Hove for a somber occasion – a memorial service. What should have been a place of rest and solace quickly devolved into a waking nightmare, complete with bloodstained bedding and a large knife ominously placed in the bathtub.
A Last-Minute Rental Swap Spells Disaster
The trouble began when, just two days before their scheduled stay, the family was informed that their reserved flat was no longer available. Vrbo offered an alternate property, which the weary travelers reluctantly accepted. Little did they know, they were walking into a waking nightmare.
Filth, Bloodstains, and a Bathtub Blade
Upon entering the replacement flat, the family was greeted by a scene of abject squalor. Soiled and bloodstained sheets covered the beds, while rubbish and dirt seemingly coated every surface. Most alarming of all was the discovery of a large knife lurking inside the bathtub, as if lying in wait for an unsuspecting victim. The advertised number of beds also failed to match reality, leaving the horrified guests wondering just what kind of establishment they had unwittingly entered.
There were soiled and bloody sheets, rubbish and dirt everywhere, even a large knife inside the bathtub. There were also fewer beds than advertised.
– RA, the London guest
A Sleepless Night in an Unsecured Burglary Scene
With no immediate response from the host, the family was forced to leave the nightmarish flat to attend the memorial service. Upon their return at 1am, they discovered that the access code provided for the neighboring property didn’t work. Left with no other choice, the exhausted and distraught guests resigned themselves to spending the night in the filthy, knife-adorned flat. To make matters worse, the front door wouldn’t lock, forcing them to wedge a chair against it for a modicum of security. It was later revealed that the property had been burgled just three days prior to their ill-fated stay.
The Battle for a Refund
Despite Vrbo’s initial promise of a full refund, the family found themselves caught in a maddening loop of corporate finger-pointing. Vrbo insisted they speak to Expedia, while Expedia redirected them back to Vrbo. Meanwhile, the host remained unresponsive to both the guests’ and Vrbo’s attempts at contact. It took the intervention of the press, a full two months after the incident, for Vrbo to finally process the refund “due to the inconvenience.”
Vrbo’s Astonishing Lack of Concern
Perhaps most shocking of all was Vrbo’s apparent lack of understanding regarding the severity of the situation. The company seemed to brush off the horror of spending a night, after a distressing family event, in an unsecured flat smeared with strangers’ bodily fluids. Instead, they painted the host as accommodating, glossing over the fact that the promised cleaner didn’t arrive until the following morning as the guests were due to check out.
Vrbo, part of Expedia, is astonishingly gung-ho. It got round to processing your refund “due to the inconvenience” as soon as I showed it your gallery of horrors, but that was exactly two months after you had initially complained.
– Anna Tims, The Guardian
Lessons Learned from a Vacation Rental Nightmare
This chilling tale serves as a cautionary reminder for all travelers who rely on vacation rental platforms like Vrbo. While last-minute cancellations and substitutions can happen, guests should never be subjected to unsanitary, unsafe accommodations or unresponsive customer service. It’s crucial to thoroughly vet properties and hosts, and to hold booking platforms accountable for the listings they promote.
- Research properties and read reviews carefully before booking
- If a listing seems too good to be true, it probably is
- Document any issues with photos and correspondence
- Escalate unresolved problems to higher levels of management
No one should have to endure the trauma and frustration this London family faced during what should have been a time of reflection and healing. Let their story be a warning to us all: in the world of vacation rentals, if something seems amiss, it’s better to trust your gut and find alternative accommodations than to risk a sleepless night with a knife in the tub.
