A family from London secured a partial refund after encountering serious issues with a holiday rental villa in Corralejo, Fuerteventura. The family had booked the villa through the Vrbo platform for a 13-night stay costing £3,106. Their daughter, who is 23 years old and has autism spectrum disorder, obsessive-compulsive disorder, and severe anxiety, was especially sensitive to the property’s condition.
Despite positive reviews and promising photos, the family found the villa in poor shape upon arrival. The walls exhibited dampness marked by white deposits, flaking paint, crumbling cement, and debris on the floor. A leak in the utility room ceiling had left water pooling on the ground. The presence of efflorescence—a salt deposit indicating moisture penetration—raised immediate health concerns. The family noted that airborne efflorescence dust can irritate the respiratory system, an issue given that both parents have respiratory conditions. They quickly began experiencing symptoms such as coughing and eye irritation.
The family alerted the villa host, who acknowledged a prior leak but insisted the walls were drying out. After a brief attempt to clean the affected areas, the efflorescence reappeared. The host dismissed the family’s health concerns and declined to offer a refund. Vrbo mirrored the host’s stance, stating the family was overreacting to minor defects, and initially refused to refund the money. A goodwill gesture payment of £400 was made, but the family remained dissatisfied.
Unable to secure an acceptable resolution through Vrbo, the family abandoned the holiday early and returned home. They then sought assistance to retrieve their funds, with consumer advocates becoming involved. After discussions, Vrbo, owned by Expedia, agreed to refund £2,389.23, covering ten of the thirteen nights. The family accepted this sum.
Vrbo clarified that as a listing platform rather than a traditional travel agency, it does not guarantee the accuracy or safety of properties nor does it verify listings comprehensively. Rental agreements are made directly between guests and property owners, limiting the platform’s liability. Vrbo offers a “VrboCare Guarantee” providing 24/7 support and rebooking help in cases of cancellations or fraud, but this does not extend to automatic refunds.
Experts advised travelers to consider additional protections when booking online. Payments made via credit card might be eligible for chargeback claims if disputes arise, provided claims are made within 120 days. However, protections such as Section 75, which apply to payments made directly to service providers, do not extend to intermediary platforms like Vrbo.
This case highlights the challenges consumers may face when booking holiday rentals through online platforms, especially when properties fail to meet expected standards or pose health risks.