Amie Tugwell’s Vrbo rental is contaminated with mould. She and her family checked out after one night. Why can’t she get her money back?
Q: I recently booked a vacation rental through Vrbo. When I arrived close to midnight, it smelled weird. I found broken tiles and mould.
I immediately contacted the host, who assured me he would fix the mould. However, he said he could not remove the mould from the wallpaper because he would have to remove it, but he could spray it with bleach.
My husband woke up in the middle of the night with difficulty breathing. I gave him Benadryl and an inhaler. I put my kids near the front of the house with a window cracked open. We left the following day before breakfast.
I contacted Vrbo and shared pictures of the property. Vrbo said it was not safe to stay and paid for a hotel. They said they would work on getting our money refunded. They have not been back in contact with us. We have called four times but still haven’t received the promised refund. — Amie Tugwell, Hampton, Va.
A: I just looked at the pictures of the vacation rental, and I agree — you shouldn’t have even spent the night there. Gross!
Seriously, Vrbo shouldn’t have places like this on its platform. But some slumlords — I mean, homeowners — want to make a quick buck, and it seems the only way to get a property like this removed is to complain about it, which you did.
After you showed Vrbo the pictures, it agreed and paid for a hotel room. Vrbo has a Book with a Confidence Guarantee that says it will care for you when your rental is unsafe. And mould is hazardous.
Reading between the lines, it looks as if the host did not see a problem with the rental. But the pictures were pretty compelling, and your medical problems were nothing to sneeze at.
I’ve seen many cases like this where Vrbo is trying to nudge an owner to give a refund. Vrbo would tell you that it’s just a platform—an intermediary between you and the owner—but it actually has a lot more power. It could have forced the matter or refunded you and then pursued the owner. Instead, it chose a middle ground, covering your hotel and then asking you to wait while negotiating with the owner.
There’s nothing to negotiate. Your rental certainly had a mould problem, and the owner couldn’t have possibly gotten rid of it in a few hours. It would have taken a mould specialist to mitigate that kind of problem.
Vrbo couldn’t have it both ways. It needed to pick a side, and the right side was yours. A brief, polite email to one of Vrbo’s executives—I list their names, numbers, and email addresses on my consumer advocacy site, Elliott.org—should have done the trick.
Unfortunately, you can invoke no magic rule to get a company like Vrbo to do the right thing. Vrbo agreed in an unrecorded phone conversation that you were entitled to help, but I don’t see any written evidence that it promised you a refund. Instead, Vrbo told you that you would not be getting a refund, which was a disappointing answer after all you’d been through for several months.
I contacted Vrbo on your behalf to determine if that was its final answer. The company then reviewed your case and decided it wasn’t. It refunded you the full $2,200 you spent on your rental.
Written by: Christopher Elliott
BIO:
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him on his site.
© 2025 Christopher Elliott.
