Estes Park

#VRBOn#TEXASWINTERSTORM2021nPlease be careful when booking through #VRBO or even directly. We booked the house on Castle Mountain Road for February 18th thru 21st for our daughter's 6th birthday and just a family trip. We've all been couped up due to Covid and it's been such a tough year. We were looking forward to time together and seeing our new grand baby. Unfortunately, due to circumstances out of our control, State emergency in Texas, our flights were cancelled (out of our control). We've had single digit temps, been in rolling blackouts without heat for hours at time as well as no water for several days. Yes, I did not purchase the cancellation insurance as I have read that the company #CSA is horrible to work with and won't process claims anyway. I contacted the owner of the property to see if he'd be willing to refund our $1,500.00 and he stated as we were not within our 60 day cancelation period, he would not. Our flights were cancelled Tuesday evening so of course we can't give 60 day notice. This is such a disappointment ud83dude1enn#VRBO reply......nnWe are sorry to hear that this host is not able to adopt a more flexible cancellation policy for your cancellation. We recommend working with this host to see if they would be able to reschedule your dates for you.nnAs a courtesy to you, we have refunded the service fee that we collect on all bookings. You will see that refund on the card that was used for payment in the next 3-7 business days.nnWe are able to secure a refund for guests where the host is refusing to honor their cancellation policy. In this case, the host's policy is no refund for cancellations after Dec 20, 2020.nnIn terms of force majeure and host cancellations, our policy is that hosts aren’t obligated to refund outside of their cancellation policy. In addition, our Book With Confidence Guarantee doesn’t apply in force majeure incidents. There are some exceptions to the Book With Confidence policy under force majeure situations, but none of which guarantee the guest to be reimbursed if they experience financial loss.nnIf a resolution cannot be reached after efforts to contact the property host regarding the situation, you may need to consider other avenues. We cannot advise you on how you should proceed and apologize that this dispute has not yet been resolved to your satisfaction. We appreciate your time in letting us know about your experience, and we thank you for trusting the Customer Relations Team with your case.nnI tried working with the owner. $152.00 out of over $1500.00 including a $225.00 cleaning fee??? We didn't come so no cleaning needed, right?

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