A Greenlawn family’s dream vacation turned into a nightmare when their booked rental home in Pennsylvania’s Pocono Mountains left them with a shattered holiday and no help from the platform that handled their booking.

Jacqueline Shumack and her husband, Gareth, along with four other families, spent over $6,000 for what was supposed to be a luxurious New Year’s getaway. They booked the property through VRBO, an online vacation rental service, confident they had found the perfect spot for their retreat.

However, when they arrived, they were horrified by the condition of the home.

Instead of the luxury mansion shown in online photos, the group found a property with moldy mini-fridges, as well as exposed wiring and gas lines, making it unsafe to stay.

“We get to the property and it is, we’re like in shock,” said Jacqueline.

“I'm a father of three, and I didn’t feel safe having my kids in that space at all," says Gareth.

With safety concerns mounting, the family immediately left the property, forcing them to find alternative accommodations.

The family turned to VRBO for help, but the response was not what they expected.

The platform sent them an email describing the home’s condition as having a “minor issue,” suggesting they contact the property owner directly to discuss a refund.

The Shumacks did just that, but the property owner refused to provide compensation.

"I don’t want anyone to go through this, and I’d really like my $6,000 back," Jacqueline Shumack expressed.

VRBO responded with a statement, assuring that an investigation into the case is ongoing.

A spokesperson emphasized the company’s commitment to the safety and well-being of travelers, saying, “Vrbo has a full-time Trust & Safety team that reviews cases when health and safety concerns are reported."

Despite this, the family has yet to receive a refund.

They are now hoping their credit card company can reverse the charge and help them recover their lost funds.