Rhonda MacDonald says her family reunion was ruined after she booked a cottage in Kawartha Lakes through Vrbo, only to find the home covered in grime, with unusable appliances and mouse droppings. The group had planned a multi-day stay to celebrate together, but the conditions forced them to cut their trip short.
Unsanitary Conditions Discovered Upon Arrival
MacDonald told reporters that the property appeared clean in online photos, but upon arrival, the reality was starkly different. Grease and dirt coated kitchen surfaces, the refrigerator emitted a foul odor, and the oven was encrusted with burnt food residue. In bedrooms, guests found mouse droppings on beds and floors, raising health concerns.
“This has ruined our family vacation,” MacDonald said. “We spent a lot of money to be together, and instead we spent hours cleaning and arguing with the host.” The group attempted to contact the property owner multiple times but received no response, leading them to leave a day early.
Vrbo’s Response and Refund Process
MacDonald filed a complaint with Vrbo, requesting a full refund. The platform initially offered a partial refund of 50 percent, which the family rejected. After escalating the issue, Vrbo agreed to a full refund, but MacDonald says the process was stressful and time-consuming. “It shouldn’t take this much effort to get what you paid for,” she said.
According to Vrbo’s policy, guests can request refunds for properties that are not as advertised or unsafe. The company states it investigates each claim and may remove listings that violate standards. However, MacDonald argues that more proactive measures are needed to prevent such experiences.
Broader Concerns About Vacation Rental Cleanliness
This incident highlights ongoing concerns about cleanliness and accountability in the short-term rental industry. A 2025 survey by the Canadian Vacation Rental Association found that 23 percent of guests reported issues with cleanliness at booked properties. Industry experts recommend documenting problems with photos and contacting the platform immediately.
MacDonald hopes her story will encourage Vrbo and similar services to implement stricter inspection protocols. “We just want others to be aware and for companies to do better,” she said. The family is now considering booking through traditional hotels for future gatherings.
