To have expected that the owners of this holiday let would not be living in the building.

[WatchingCometsLand]

^https://www.vrbo.com/en-gb/p1975005a^

We spent 3k on this holiday (our first in years). Turns out that we get the top floor and the owners live below. They enter and exit with their vans via two garage doors immediately below our bedroom windows, through the garden.

Were we unreasonable to have expected this to be stated in the advertisement?

The noise is particularly problematic - we have been woken late at night and then first thing in the morning.

I would definitely expect it to state the owners live 'on site' if not underneath where the rental is. I've rejected many a nice holiday rental on that basis,

Personally, I would not be too upset by any of what has happened since the owners were getting on with their own business, not interfering in yours
What about the daily loading and unloading of vans directly below the bedroom windows late at night and early in the morning? You don't consider that intrusive?

YANBU. I too would have assumed it was a whole house and not expected owners living on site and would not be happy. From the main photo it actually looks like a bungalow. I’d also argue that loading and unloading vans outside bedroom windows at unsocial hours is anything but discreet.

I’d also not be happy that none of the patio doors lock from the inside! I’d say that even without the pool, that poses potential safety issues! It’s not just about the kids getting out but that anyone could just let themselves in!

Based on the english version which is what most english people would go off I think it’s very misleading and you should be well within your rights to claim a refund.

Rooting for you! Until people make a stand companies will never make improvements. I make sure your review includes screenshots & photos.

I wrote a really long post yesterday but I think it got reported (on what grounds I'm not sure) and it appears MNHQ has still not decided what to do about it.

At any rate, to clarify, I didn't really mean to claim my bad back was just the result of "psychological stress". There were physiological stresses too, and it specifically followed multiple nights of sleeping on the living room sofa (not a sofa bed, and not great for sleeping on) listening out for whether the children might be trying to exit the property.

Also, we're not generally really hard to please. On the way down here we stopped at an Airbnb that I enthusiastically gave a 5-star review. We've stayed in plenty of places that I've been happy with, even if things go a little wrong or are less than ideal. This time in particular we really wanted a specific thing - a whole property all to ourselves - and instead got noise, disruption, conflict and, worst of all, endless admin.

OP hope you get some money back for all the points you have mentioned, we are thinking of going to France this September and definitely won’t be using VRBO! I don’t think it’s reasonable to expect people to look for adverts in other languages to back up what should be facts. If they’ve used AI inappropriately, then they should recompense accordingly.

I feel for you as I'm "the booker" in the family and hate it when I think I've made an error, but I think this listing is intentionally misleading. There is no mention of owners sharing the property, and Vrbo's main advertising tagline is that you have the whole property, and nonwhere does it mention apartment I have major issues with Vrbo, Airbnb, etc as it is often difficult to properly visualise a space, though occasionally a floor plan is included which is helpful. I think you are totally within your rights to complain to Vrbo and the owners and to ask for a major discount. 10/10 reviews are a bit suspect tbh and the issue with the vans leaving the property would really irritate me.

I agree that your complaints are legitimate, OP, and I'm sorry your back hurts along with everything else. I hope you get a satisfactory outcome in the end.

However - if you're still there - the place does have amazing views and you're in a beautiful, fascinating part of France. Do make the most of it! Please don't let your annoyance ruin your enjoyment. Take yourselves out for some gorgeous meals and explore whichever of the region's many features interest you.

As you've been sleeping so badly, there must be a decent chance of being able to sleep through the van sounds by now.

I could live with them on site, but not with the noise late evening/early morning. That's taking the piss.

Protecting the pool is a legal requirement in France. It doesn't really matter what the photos show or not, they are wrong.

I would ask for a partial refund. Being able to sleep is a non-negotiable requirement for me on holiday. VRBO is quite difficult to work with though I think, if you can I would negotiate with the owners directly.

Another update...

I wrote to Vrbo reporting the misleading advert, the noise, the pool safety issues, my injury and the unexpected cleaning fees. I requested a refund and for VRBO to communicate with the hosts regarding the cleaning to ensure that they understood the situation. This is the reply I received.

Dear xxxx
I'm following in regards of your concern with your recent stay.
Giving that you have stayed at the property for more than 1 night, unfortunately we cannot process any refund without the host's approval.
We recommend you to contact the host regarding any sort of refund that you need.
Regards,

I had braced myself to be unimpressed but I have to say that this has exceeded my expectations...

OMG that is appalling. Did you mention that the host is dismissive of your very valid concerns?

I used to rent out with VRBO. After the first night they release the funds to the host less their fees. Any issues you need to tell them day one so they hold onto the cash.

Contact JVS at 3 Counties radio

He is amazing at sorting things like this

What does it say in their T&Cs about refunds?

Their "Book with Confidence" guarantee (!!!) is here

https://www.vrbo.com/lp/b/bwc-guarantee

Notably, it says "Seek a refund from the host prior to seeking a refund from Vrbo."

In other words, they can't be arsed.

They do, however, list this as a scenario covered by their guarantee:

c. Material Defects at Properties on Vrbo Sites: Vrbo is not a party to the rental agreement and Vrbo does not own or operate the homes listed on its site. Nevertheless, Vrbo will assist when an undisclosed material defect makes a property inherently unusable or violates a Vrbo policy in manner that cannot be promptly remedied. It would be impossible for these Terms to list all scenarios where this may be the case. Rather than limit this provision to only provide coverage in a small number of listed scenarios, Vrbo will use commercially reasonable and fair judgment to determine whether a defect is material or not. By way of example only, the following misrepresentations are material defects:
i. The stated number of bedrooms or bathrooms is incorrect
ii. The physical location of the property varies significantly from the listing
iii. A health and safety hazard prevents staying at the property
Objections related to cleanliness and minor amenities that are not operating properly are not considered material defects and will not be covered by these Terms unless they create a health and safety hazard or violate a Vrbo policy. Pools and hot tubs with significant and lasting issues preventing use are eligible. All reports of a material defect at the property must be made to Vrbo promptly after arrival at the property or appearance of the defect. If the listing details disclosed the defect and a guest rented the property despite this, the defect will not be covered under these Terms.

The moral of this story is that Vrbo is a terrible way to book a holiday. I'm never going to consider them a reputable bookings operator and will make every effort to advise others about this.

Like PPs I am suspicious of the rave reviews on their site (not just for this property) and suspect they are skewed somewhat by the close interactions they force with the property owners, including mutual feedback. I had a pretty awful stay in one of their properties but was too scared to review it honestly in case the owner gave me a low score that would negatively impact any future bookings.

In short, Vrbo are just in it for the money.

I sense you are dealing with Le Cheeky Fuckers in both your hosts and Vrbo.

You're asking for a full refund despite staying in the property for the full duration of your holiday, have I got that right? That's not a reasonable expectation and isn't going to happen.

https://www.trustpilot.com/review/www.vrbo.com

Op wondering if you checked out yet ? If so how did it go ?

Well that's me not booking anything through Vrbo then, and I was looking for next year. What a bunch of shysters.

m

We did check out, and it was a bit frosty but otherwise uneventful. We did basic cleaning, such as sweeping, wiping down surfaces, cleaning toilet, etc. it was definitely not left in a bad state. Handed over the keys and off we went, feeling a lot lighter to be leaving.
We stayed at an Airbnb in northern France that night, and it was such a different experience. Felt comfortable, felt welcome. No pool, but they did have a big tub of Lego and I think the children may have actually liked it better!

@WatchingCometsLandhow have you got on since getting home with compensation etc?

Any update?

So sorry - I did mean to update. I did put in a dispute with credit card, emphasizing Vrbo was the guilty party as opposed to the homeowners, but I haven't heard anything back yet. So, no real news I'm afraid.