My husband and I booked this VRBO for July 14-16th. The night before we were to leave, my pet sitter let us know she had Covid and couldn’t watch our dog. They have a no pet
Policy- which is fine. We tried to find someone else to watch the dog but could not find someone last minute. This condo rental is managed by Holiday Surf itself. My husband called Holiday Surf and spoke to Michael and asked if we could possibly change our dates of stay to a later date since there was no way to cancel and possibly get any money back due to their cancellation policy. Michael called the general manager and asked if we could change our stay dates and we were told it’s NOT possible to change our dates because it was too close to our stay and it was their policy. Oh, and the travel insurance is a joke because it doesn’t cover anything like this either. Don’t even buy that. My husband even called back to see if we could get the cleaning fee and resort fee refunded (since we wouldn’t be dirtying the condo or using the resort) and we would go ahead and cancel so they could possibly rent the condo to someone else since the condo otherwise would sit there empty for two nights. Nope, they wouldn’t budge on that either. So we spent a good amount of money on this condo, couldn’t go because of a situation behind our control, and cannot move our reservation to another date or get any money back, not even a partial amount. To me, this is very impersonal and a bad business practice. I understand there are rules and policies, but at the end of the day this is humans dealing with other humans. There is no humanity or heart in the way this was handled. They wouldn’t budge an inch. Certainly won’t book with them in the future.
At this point, all we wanted was to be able to change our dates to another time. It’s been a crazy summer and we just wanted a couple of days on the beach.