My rental had cameras in the bedroom. Can I get a refund?
Q. On the first night staying at our vacation rental in Hawaii, I found cameras pointing directly at the bed in the main bedroom. I immediately contacted Vrbo and cited their surveillance policy, which says cameras and audio recorders can’t be used inside a property.
A Vrbo representative offered limited guidance and asked for more information and pictures. I left the following morning and found a hotel. Vrbo directed me to file a police report. I returned to the property and filed a report with the police in Hilo, Hawaii.
Vrbo agreed to cover our hotel stay for the next two nights. But, so far, I’ve received nothing from Vrbo. I’m looking for a refund of the hotel, plus the remaining balance of $1,095. I successfully disputed the second half of my Vrbo payment on my credit card. Can you help me get the rest?
ANGELA HALL, Raleigh, N.C. A. You’re not the first vacation rental guest to find a camera in a home. But one aimed at the bed in the main bedroom — that’s a new one.
I would have checked out immediately. I’m impressed that you found Vrbo’s surveillance policy and cited it. Most guests would have left and simply asked for a refund without doing any research. Vrbo recommends contacting the company directly instead of taking the matter up with your host, which you did.
Vacation rental owners have the right to protect their property with cameras and other surveillance equipment outside of their homes. Technically, your vacation rental owner was following the rules — the cameras were outside the home. But they were pointed directly through the bedroom window to the bed, and there were no curtains to close. This led to a disagreement between you and the vacation rental platform.