It has been a nightmare trying to get a refund for a VRBO property that I didn't stay in. Upon arrival to the rental property on March 23rd to check in, the property was not in the best condition. So, I called customer service to cancel and file a complaint. They told me to send pictures and send the booking details. After doing so, they agreed with me regarding the home condition and they told me to check into a nearby hotel because they were unable to find an available VRBO home at the moment. They said I would receive the hotel reimbursement AND a reservation refund to use for the a VRBO home that they would place us in. We spent two days going from one hotel to the next waiting for them to inform us of the new VRBO home. When they didn't place us in a new home, we decided to end our spring break vacation early and went home. Now, 76 days later, I am still fighting for a reservation refund. As of yesterday, 76 days later, a VRBO representative informed me that on their end, their system shows I never canceled. Apparently calling customer service and speaking to the home Host regarding the condition of the home on the day of arrival did not constitute as a cancellation. So, I was supposed to cancel a different way. I still don't know what that different way is but I'm assuming I needed to cancel through the app. No one told me that when I called. In my mind, I canceled directly with them by speaking to a representative who said I would get a refund. I was told this via email. They said that email meant reimbursement for the hotel. I did receive a reimbursement but I thought it was the reservation refund because the reimbursement amount that I received was the same exact amount I paid for the rental home. I was told I would receive a reservation refund, so I thought the reimbursement I received was the reservation refund. After calling several times since March to get the update on the hotel reimbursement, finally 76 days later a VRBO representative informed me I already received the hotel reimbursement and I was not getting a refund for the reservation because the system shows I did not cancel. He said the reimbursement I received was the hotel reimbursement and not the reservation refund. Apparently, cancelling by talking to a VRBO representative and by talking to the home Host does not make it a cancellation. Why didn't the representative or the Host tell me despite this extenuating circumstance, talking to them and filing a claim report did not warrant a cancellation? Honestly, I still dont know what would have been considered a cancellation in my situation. There was no way to cancel through the app the day of my stay. When I spoke to the Host on the day of checkin regarding my displeasure, he apologized and proceeded to give me excuses saying others have stayed there and liked it. He never offered a refund solution. So, now VRBO wants me to work something out with the Host. Really? 76 days later? If he didnt give me a refund after we talked on the day of checkin, what makes them think he's going to give me a refund now 76 days later?! Clearly, I have to take other measures to get a refund. I have so much written proof that I didn't stay there but their system says otherwise. I'm very upset and disappointed. Do not book with VRBO! Never again will I do that. Besides the nightmare on that day with seven kids, and not getting my money back, this process has been even worst dealing with customer service. They are unorganized, tell you conflicted information, no one knows what they're talking about and their system is apparently flawed.