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Family Loses $12K Over Hawaii State of Emergency
12 Jun
Summary
- A family canceled their Hawaii trip due to a declared state of emergency.
- Vrbo denied their refund, citing policy exceptions.
- The family is out $12,000 for the canceled rental home.
A family from the Boston area is reporting a $12,000 loss on a Vrbo vacation rental after canceling plans to travel to Hawaii. The cancellation occurred in early March, shortly after Hawaii Governor Josh Green declared a state of emergency due to severe weather predictions. These included heavy rain, flooding, and strong winds, prompting the family to prioritize safety.
While their airline tickets were exchanged for credit, the family encountered a different response from Vrbo. The rental company stated that the state of emergency did not trigger their "extenuating circumstances policy." This policy is designed to protect guests during unpredictable events like natural disasters, requiring hosts to issue full refunds for cancellations before check-in.
Consequently, the decision to refund the $12,000 rental fell to the property host, who declined to provide any reimbursement. Vrbo confirmed to CBS News that since their policy was not activated, the host had the discretion to deny the refund. A consumer advocate suggested Vrbo could foster significant goodwill by offering flexibility in such situations.
