Two companies – VRBO and AirBNB – dominate the short-term vacation rental industry. But one man says his recent experience trying to book accommodation in Boston shows they offer very different protections to renters, which should serve as a warning to others. John Hoelscher and his son make a point of going to the Frozen Four of college hockey every year. Michigan fans were especially looking forward to their trip to Boston the first weekend in April this year with the Wolverines in the tournament at TD Garden. Hoelscher booked a two-bedroom rental on VRBO last June, paying around $1 $500 advance for a four-night stay. “I jump a little bit before people start raising prices,” Hoelscher said. “It was $250 a night. And I said, ‘That sounds really great. It’s walking distance and everything. “About a week before the trip, he messaged the host asking how to get to the rental from the airport, with the MBTA blue line out of service.” I was just trying to open up the dialogue,” he said. “And they just said ‘You’re canceled and we’ll refund your money.'” That’s right: ‘Booking canceled’ was the entire response that Hoelscher got away with his totally innocuous question: The host has relisted the unit for more than double the price Instead of Hoelscher’s $259 per night rate, the owner was now asking $524 per night for the same dates.” I was chapped,” he said. “I was ticked because in my opinion the owner took the opportunity to say… ‘I’m going to cancel you with an event in town and I’ll charge double.'”Frozen out of his place of stay, Hoelscher booked a hotel room, but since it was last minute it cost more. So he called VRBO looking for a room. them to cover the difference, and they turned it down,” Hoelscher said. “That’s the part that really turned me off.” While VRBO and AirBNB are both at the top of the short-term travel rental market, they have wildly divergent policies on guest cancellations like the one Hoelscher experienced. AirBNB has a list of penalties for hosts who cancel confirmed reservations which are clearly stated online here. Penalties include fees, automatic reviews noting the cancellation, and possible account suspension for three or more cancellations per year. AirBNB also says it can block the calendar for canceled dates, preventing a unit from being relisted at a higher price. When NewsCenter 5 asked, VRBO offered no clear policy on hosts who cancel, except to say that too frequent cancellation could result in removal. VRBO said it would help rebook guests if they are canceled within 30 days of stay. In his experience, Hoelscher doesn’t think VRBO does enough. “You can’t let this continue!” he said. After NewsCenter 5 contacted VRBO, the company offered to pay Hoelscher the difference he had to spend on the hotel as a goodwill gesture. He says he can’t wait to visit Boston again but says he won’t be booking through VRBO.
Two companies – VRBO and AirBNB – dominate the short-term vacation rental industry. But one man says his recent experience trying to book accommodation in Boston shows they offer very different protections to renters, which should serve as a warning to others.
John Hoelscher and his son make it a point to go to college hockey’s Frozen Four every year. Michigan fans were especially looking forward to their trip to Boston on the first weekend of April this year with the Wolverines in the tournament at TD Garden.
Hoelscher booked a two-bedroom rental on VRBO last June, paying about $1,500 up front for a four-night stay.
“I jump a little bit before people start raising prices,” Hoelscher said. “It was $250 a night. And I said, ‘That sounds really great. It’s walking distance and everything.”
About a week before the trip he messaged the host asking how to get to the rental from the airport as the MBTA blue line was out of service.
“I was just trying to open the dialogue,” he said. “And they just said ‘You’re canceled and we’ll refund your money.'”
That’s right: “Booking cancelled” was the entire answer Hoelscher got to his totally innocuous question.
But then came the discovery that really pissed him off: the host relisted the unit for more than double the price. Instead of Hoelscher’s $259 per night rate, the owner was now asking $524 per night for the same dates.
“I was chapped,” he said. “I got ticked because in my opinion the owner took the opportunity to say… ‘I’m going to cancel you with an event in town and I’m going to charge double.'”
Frozen out of his home, Hoelscher booked a hotel room, but since it was at the last minute, it cost extra. So he called VRBO looking for them to cover the difference, and they coldly turned him down.
“It’s beyond my mind that [the host] can cancel at will and then put it back on the market for double what you would pay for it,” Hoelscher said. “That’s the part that really ticked me off.
While VRBO and AirBNB are both at the top of the short-term travel rental market, they have wildly divergent policies on guest cancellations like the one Hoelscher experienced. AirBNB has a list of penalties for hosts who cancel confirmed reservations which are clearly stated online here.
Penalties include fees, automatic reviews noting the cancellation, and possible account suspension for three or more cancellations per year. AirBNB also says it can block the calendar for canceled dates, preventing a unit from being relisted at a higher price.
When NewsCenter 5 inquired, VRBO offered no clear policy regarding hosts who cancel, other than to say that too frequent cancellation could result in removal. VRBO said it would help rebook guests if they are canceled within 30 days of stay.
In his experience, Hoelscher doesn’t think VRBO does enough.
“You can’t leave this [practice] keep going!” he said.
After NewsCenter 5 contacted VRBO, the company offered to pay Hoelscher the difference he had to spend on the hotel as a goodwill gesture. He says he can’t wait to visit Boston again but says he won’t be booking through VRBO.
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