Multiple news sources report on a Massachusetts family’s dispute with Vrbo after losing $12,000 when the platform declined to activate its emergency policy during Hawaii’s March state of emergency. The case highlights how vacation rental platforms handle emergency cancellations and the discretion given to individual property hosts.
- Massachusetts family lost $12,000 on Vrbo rental after canceling Hawaii trip due to March 9 state of emergency declared by Governor Josh Green
- State emergency was declared due to expected heavy rain, thunderstorms, flooding, road closures, and damaging winds statewide
- Vrbo declined to activate its ‘extenuating circumstances policy’ despite the official emergency declaration
- Platform left refund decision to property host discretion, who declined to refund the family
- Family received airline credit for flights after explaining the cancellation reason
- Vrbo’s policy typically requires hosts to provide full refunds for natural disasters and unpredictable disruptive events
- Under the policy, hosts must refund guests who haven’t checked in and provide partial refunds for ongoing stays affected by covered events
Sources
- Inkl: Massachusetts family lose $12,000 on Vrbo vacation home after ‘state of emergency’ declared in Hawaii
- Aol: Massachusetts family lose $12,000 on Vrbo vacation home after ‘state of emergency’ declared in Hawaii
- Yahoo: Massachusetts family lose $12,000 on Vrbo vacation home after ‘state of emergency’ declared in Hawaii
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