Host failed to communicate with either guests or VRBO at all. VRBO refused to do anything until after check-in time. Didn’t have the courtesy to contact us with comment, alternatives, failure of host or offered refund at all. When we heard nothing from VRBO (or host) on the day of arrival, we called 2 hours after scheduled check in and after protracted call agreed to refund, no alternative offered. Holiday of family including 4 young children ruined, by being left hanging by an incompetent and insensitive holiday letting company. Extremely stressful. Would steer well clear and of course never use again… Interesting survey questions above, mandatory but with no facility for this type of failure. Had to pay for premium, last minute alternative to VRBO…very costly.