I have always had great luck with VRBO, but I do remember a clause on the site that says if the rental is not as presented they will refund your money, as long as you complete the booking through them (sometimes folks use the service to find a place, but complete the rental outside of the site so they lose their commision). So, while I am sorry your friend had a bad experience, I do suggest she follow up with a call to the VRBO management to see what her options are.