PENN FOREST TOWNSHIP, CARBON COUNTY (WBRE/WYOU) — A household from New York will lastly get again the 1000’s they shelled out for a trip rental within the Poconos they name a “nightmare” reserving.
28/22 Information spoke to the household about what they found upon arriving, together with what they described as mildew and security hazards.
The household could also be getting their $6,000 again after they‘ve been preventing for months for a refund after reserving a rental house in Carbon County.
Again in December 2024, the Shumack household packed up and headed to the Poconos for his or her third annual New Yr’s Eve journey.
Remembering one of Scranton’s finest
Anticipating luxurious and leisure over the vacation they, together with 5 different households, traveled to a house in Albrightsville off PA 534.
“Discovered this home and walked in and it was not like the photographs in any respect, fully misrepresented,” defined Jacqueline Shumack, Lengthy Island.
That’s when the journey took a flip.
“Something that I had talked to the host about previous to going there, was lied about,” claimed Shumack.
Shumack informed 28/22 Information they documented all the pieces. Taking photographs and movies of what seems to be black mildew filling elements of the house and sizzling tub, together with security hazards, reminiscent of lacking cupboard doorways and uncovered wires.
“The day earlier than I contacted the host in regards to the sizzling tub and she or he mentioned it was in good working order so we received there, it was stuffed with mildew so clearly it hadn’t been working for fairly a while. There was mildew within the fridge, within the loos. It was an entire nightmare,” defined Shumack.
Leaving instantly to search out one other rental, the household contacted the host and reserving firm ‘Vrbo’ anticipating a full refund of $6,000.
Vrbo initially informed her the problems had been “minor”, however later provided them half of the fee, stating that their “investigation decided that the property didn’t meet the standards for vital misrepresentation”.
“No client ought to should undergo this. I believe it’s absurd that it’s even gotten this far for me,” mentioned Shumack.
She’s taken her story to social media, and after months of contacting these concerned, Shumack says she was informed Thursday night time that they are going to be receiving a full refund.
One thing they’re grateful for, in addition to the neighborhood’s assist.
“Everybody has been so supportive, it’s been unbelievable. I used to be ready for individuals to come back out and say stuff, however everyone seems to be simply disgusted by the photographs,” acknowledged Shumack.
The house in Carbon County has been hidden from Vrbo’s website throughout its investigation.
A Vrbo spokesperson despatched 28/22 Information the next assertion on Wednesday, March nineteenth, earlier than a full refund was promised to Shumack by the host on Thursday, March twentieth:
“We wish to guarantee our company have a constructive expertise and we’re sincerely sorry that wasn’t the case.
We perceive that this example has been difficult. Whereas refunds not lined below our Book With Confidence Guarantee (BWC) are on the host’s discretion, we wish to make sure that Ms. Shumack feels supported. As a courtesy, Vrbo has provided her a 50% refund, which she has declined twice. This supply stays out there to her, contemplating her expertise with the property. We hope this might help deal with her considerations.
As background, Vrbo has a full-time Belief and Security staff that rigorously opinions circumstances when well being and security considerations are reported. The staff investigated the Shumack’s claims and decided that the property didn’t meet the standards for vital misrepresentation.
The itemizing stays hidden from our platform whereas we work with the host on correct cleanliness procedures”.
Vrbo has since despatched 28/22 Information an announcement stating:
“Vrbo is offering a full refund to Mrs. Shumack resulting from her expertise with the property. The itemizing stays hidden from our platform whereas we work with the host on correct cleanliness and security procedures. Our customer support staff will probably be in contact to offer her with extra info.”
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