A Taylor Swift Fan’s Frustration with VRBO Booking for Vancouver Concert

A disappointed Taylor Swift fan is sharing her experience after being displaced from a short-term rental she had secured for the upcoming Vancouver leg of the superstar’s Eras Tour.

Melissa LaFontaine, a resident of Vancouver Island, had planned to attend Swift’s concert with her daughter, sister, and friend on Dec. 6. In preparation for the event, she booked a home through VRBO where they could stay overnight after the show.

Being aware of the high demand for accommodations during Swift’s three-night tour stop, LaFontaine made the reservation back in December 2023.

“I tried reaching out to a hotel I usually stay at for work trips, but they weren’t accepting bookings for December 2024 yet. So, we turned to VRBO,” LaFontaine explained.

‘Thank you for booking’

After finding a suitable home in Vancouver’s Point Grey neighborhood with enough space for her group, LaFontaine went ahead and paid $879 in advance for a single night, inclusive of fees and taxes.

Initially, the VRBO host responded with a brief message expressing gratitude for the booking.

It wasn’t until seven months later, in July, that LaFontaine received a message from the host requesting her to cancel the reservation.

“Hi Melissa, we are not yet accepting reservations for December,” the message read.

According to VRBO policy, hosts could face penalties for canceling a booking, which prompted LaFontaine to refuse the request based on advice from a VRBO representative.

“I believe she realized in July that the date we had booked coincided with Taylor Swift’s concert and that she could potentially earn more money,” LaFontaine speculated.

Concerned about losing the rental as alternative options were now double the cost, LaFontaine stood her ground. However, the host ceased communication after her refusal.

‘Not available’

In mid-October, LaFontaine noticed the booking had disappeared from her VRBO app’s upcoming trips section and reached out to the host for clarification.

“Please cancel,” the host simply replied, stating that the property was no longer available.

Despite seeking assistance from VRBO, LaFontaine was only offered alternative accommodations at a higher cost, along with a $50 credit.

Disappointed by the lack of support, LaFontaine discovered that she would have to pay significantly more for another rental provided by VRBO.

When contacted for comment, VRBO mentioned that the host was willing to honor the original reservation made in December 2023 and assured LaFontaine of further communication from a customer service representative.

By the time LaFontaine received the call, she had already secured alternative accommodation at a higher price and lost trust in the host’s commitment to honoring the reservation.

VRBO addressing cancellations

VRBO recently implemented a new policy to discourage hosts from canceling on guests, introducing escalating fees for cancellations closer to the check-in date.

For cancellations made more than 30 days in advance, hosts incur a 10% fee of the reservation amount, covering expenses like pet fees and cleaning fees. In LaFontaine’s case, this would amount to approximately $87.

VRBO spokesperson stated, “We are actively working to minimize cancellations as we understand the frustration it causes travelers. By removing hosts with high cancellation rates, we aim to make cancellations even less common.”

Despite these efforts, LaFontaine expressed her decision to boycott VRBO following the ordeal.

“I will never use VRBO again, for sure,” she affirmed.