New, Spacious 2 Bedrooms suite in downtown !

Was unable to enter house/residence. Was on phone with Vrbo and house owner for 3 hrs. Owner no longer rented out location to verbo but listing was not taken down by who I still don’t know. Had to get a hotel for 4 (two adults and two teenage kids) Vrbo told me all money was to be given back and stay was taken care of by them for next three days but learned later that only under certain circumstances up to a ranged dollar amount was to be given back(check or money order) but still have yet to get that back and still the amount for insurance for damages to house or appliances for stay has yet to be given back. Have been told that money was going yo be given back but to date the only amount given has been the house stay price