Casa Concha

Two weeks before our holiday, we learned that the booking for our two families had been canceled, and we couldn’t find another place to stay. The reservation was made through Vrbo on May 27th for August 13th to 20th. We paid 25% upfront and got a confirmation number, so the cancellation notice on July 29th came as a shock. It also seemed timed to avoid a cancellation penalty. Vrbo said cancellations are made by either the customer or the owner, while the owner first said, very reluctantly, that she didn’t work exclusively with Vrbo and hadn’t canceled our booking. Then she said they did work with Vrbo, but only as a “test.” She blamed Vrbo for the booking, and Vrbo denied canceling it. To me, both sides handled this terribly and provided poor customer service. They held €417 from May until August without justification, then refunded it without interest. The bigger loss was the vacation we’d legally booked, which we couldn’t enjoy. I suspect the owner may have booked the property herself after we reserved it. If she’d done that beforehand, she should have sorted it out with Vrbo instead of putting us through this. Others are making complaints to the consumer protection agency, and I’m still thinking about it. I want to record how badly this affected our holiday. I definitely don’t recommend them.