My husband, son and myself booked a getaway to Miami for the week of Thanksgiving. My husband's cousin invited us to celebrate Thanksgiving with them (in Lakeland - 4 hours away), so I booked an apartment for that 1 day and night. We left Miami, while driving to Lakeland, I realized I heard nothing from the host. I contacted her, to be informed my booking was not confirmed, and the location was occupied. Now I had already paid, and received confirmation from this very host, and I told her as such. She asked me to send her proof, I tried to call her, her number was not working. I called VBRO immediately. The rep' I got was very nice, very helpful. He too tried to reach the host, but had similar issues with her phone. He told me he was going to escalate my matter, to make sure I got refunded. Made sure we were at the legal check in time(4pm), before labelling it a 'no go'. He then advised I find other lodging. So here I was, on the road, with my family, on Thanksgiving, with nowhere to stay! I know my husband's cousin would have had us stay with them, but they already had 32 people at their house. I found a hotel room. The next day I was contacted, to find out what happened. And this is when this got bad. It was like pulling teeth! I had to provide ALL the documentation, even my message with the host, to prove I was wronged. DAYS of back and forth! Then in 1 email. I was told they'd refund my hotel stay. Good news is. I got my refund for the lost stay, but when the time came for them to refund the hotel stay. I was told to provide proof of when I was informed of such. Thank God I still had the email. I sent it, you'd think that would be enough...NOPE! Was told since my hotel was cheaper than the place booked, they would not refund. So if it were more expensive they would have?! Well, no to that as well. I was told the email was 'not what they meant' and if it were slightly more expensive they would have refunded. Hey VBRO...then why not say that in the email then?! Don't put things in writing, to then say it is not what you meant. I have been using VBRO for 12 years. I will never use them again, or encourage anyone to use them.