Got a booking today - yay! I've been trained to keep those metrics good by clicking 'accept' pretty quickly, so that's what I did.
A few hours later I noticed that the rate doesn't match my posted rates and the quote doesn't breakdown how VRBO arrived at the calculated amount for the 7 night stay. The 1st two nights are holiday rates at $400/night, and the remaining 5 nights fall into the weekly discounted rate. The quote is off by $125. CS couldn't explain it during our 55 minute phone call, but agreed there was an error and said I should simply ask the guest for more money. As an owner, this solution doesn't seem like good business practice. I would like to see VRBO take responsibility by either explaining the calculation so that I can have it match on my end in case I'm doing something wrong (I include rates in contract), or they should own their mistake and deduct it from the service fee. CS did not agree with that suggestion & escalated to tech support - which isn't open until Monday (which I find egregious for a site that touts 24/7 support with a hefty service fee). CS also would not call the guest to let them know there was a discrepancy - CS said they only talk to owners. Doesn't pass the sniff test for me...
So, I'm supposed to accept or decline all booking requests in 24 hours, yet VRBO can't correct a rate glitch in the same amount of time?
I reached out to the guest to let them know of the discrepancy and I offered to honor the miscalculated rate on VRBO, as I had in fact already 'accepted' the booking, but I couldn't hold the dates until Monday or whenever I hear back from tech support next week. The guest said they are eager to book and do not want to wait until Monday to get this resolved, so they are going to cancel the booking. And then I'm fairly confident they are going to book my home on a different site that doesn't have the same rate glitch.
So I guess my main question is - is it true that there is no tech support on weekends?!
Also, how are weekly discounts applied when combined with a higher holiday rate?