We booked three nights to visit for a family reunion and the bed in this rental was broken. The center post supporting the mattress was bent sideways, so when my boyfriend and I turned in that first night, we both rolled toward the sunken middle, making for an uncomfortable, sleepless night.
The next morning, I emailed the owner and explained the situation. She immediately apologized and offered to refund our second and third nights. We agreed to this offer, booked the remaining two nights at the Courtyard Marriott (which was great!), and left the rental in good shape an hour before checkout time.
This is when the trouble began. When I got in touch days later to ask why my card had not been credited, the owner said that she needed her property manager and housekeeper to validate my claim, even after I sent a photo of the bent center leg. I explained that this was not what we had agreed upon -- there was no offer to fix the bed or even have someone come over and look at it before we checked out and incurred additional cost for a second place to stay.
She delayed almost another week in replying to my messages and only refunded a portion of one night and not the full amount due and has not responded to additional inquiries.
Very poor experience and zero chance I'd stay at this person's rentals again. The whole situation has soured me on VRBO in general because there seemed to be no way to reach anyone at the company for help in resolving this matter.