I'm not sure of what's going on in this situation, but if VRBO is an intermediary, which hasn't got the money people are demanding back, then maybe they have no

I'm not sure of what's going on in this situation, but if VRBO is an intermediary, which hasn't got the money people are demanding back, then maybe they have no good alternative to being "petty". Maybe they should've bought insurance or something, but perhaps they are stuck now.