VRBO.com

To Whom It May Concern,

I’m writing to formally express my deep dissatisfaction with the level of service and support I’ve received from Vrbo.

Over the past few months, I’ve had to contact your support team multiple times regarding several issues—most importantly, a case related to the Short Stay Levy that become new legislation in our area as 1.1.2025. Despite following up repeatedly, the case remained unresolved for over three months, and was then closed without providing any clear or helpful answer and what more the case have been closed without answer about serious topic.

Each time I call, I’m met with generic responses that simply repeat the information already available on your website—information I’ve already read and understood. What I need is proper support from someone who…

Furious that a host of our rental in Spain was allowed to spuriously deduct a 300 euro deposit for alleged damage, which is completely disputed without showing any evidence whatever. Have contacted vrbo now expedia at least 5 times, no resolution. Disastrous customer service ana feed back.

Dear VRBO,

I am writing regarding reservation ID HA-C6TZSM for Erica Larson. Ms. Larson never showed up for her reservation and, in extensive email conversations on VRBO, admitted she decided not to come, opting instead to take a credit from the airline over Easter weekend. This resulted in dispute case 125691360, which I won, and the deposit was returned to me. However, the next day, my funds were removed, and an identical case, 126822322, was opened.

It is now July 28th, and I have yet to receive any resolution. Despite calling at least 14 times to check on this issue, I have only been assured that it is being handled and expedited. Everything is documented in the notes on reservation HA-C6TZSM. Your agents have repeatedly hung up on me when they couldn't provide answers, which is…

We made and paid for a reservation through Vrbo for Wednesday & Thursday, November 22 & 23. It was accepted along with our payment. On Wednesday the 22nd we tried to reach the property owner as per instructions for the access code.

When we did not hear back from them 45 minutes later we started the nightmare with Vrbo. Vrbo customer service is out of country in the Philippines and now owned by Expedia and they refused to connect us with anyone in the states.

They were indifferent and not helpful for what is THEIR mistake. When we made contact with the owners they relayed that they had contacted Vrbo a couple of months ago to list their property but never heard back from them, so they were unaware that their property had actually been listed with Vrbo.

This created a double booking one from…

Terrible experience. When the owner of the unit did not provide instructions on how to get in to the unit, I had to call VRBO multiple times to get instructions. I waited in December in the rain and sleet waiting for VRBO to get back to me on how to get in to the unit.

After 4 hours of waiting, I left and had to get a hotel nearby. When they said I should have waited for them, I told them I could not continue to wait in the rain with the family. They said nothing can be done since we did not wait for their solution.

I had to chargeback the charge and won the chargeback.

This is the first, and the last time I ever use VRBO. Upon entering the house, we immediately noticed that is was gross. Not cleaned, broken toilets, garbage in drawers, grease on counters.... we called VROB and they suggested we call the owner.

No answer from the owner so we called VRBO back. Suggesting that we start looking for a new place, as this one was uninhabitable, the representative attempted to call the owner with no luck.

Finally, at 9:30pm (after 4 hours) we booked another house on a different site. At 10pm the owner called back and said that he would send a cleaner over tomorrow. We told him not to bother as we were not going to stay there (should have been done before we got there, not the next day; and he needed more than a cleaner) After countless conversations with VRBO…

My host canceled my trip. I have emails from vrbo stating iam entitled to a refund. but it been 6 months with the run around. they contacted me this morning Said I will not receive anything

I have used VRBO 6 times in the last year and until today, I have not experienced any problems. Today VRBO customers service has been a nightmare, a supervisor was supposed to call me over 4 hours ago and I have called 3 times and each time customers service says they will expedite a return call from a supervisor and

I have never received a callback from anyone including a supervisor. This unprofessional service is totally unacceptable.

#3359428vb Victoria BC This place was unbelievable. We booked for a family wedding 8 adults 2 children. $1500 paid for two nights. Sometime between when we booked months ago and date of service it would appear they are no longer doing Vrbo. It was filthy!!

Carpet was dirty, counters were sticky, inside fridge as gross with hair and dirty ice cubes!!! 00. We haven’t seen it yet. That’s a joke! I have many pictures that we took on arrival. This is not right. when I made the reservation I asked if there was a bedroom on the main floor. They replied yes.

When we arrived we find a bedroom on main with no bathroom!!! do you know how often a senior has to go the washroom.? We had a nurse with us to tend to mom and the washroom was up 3 flights of stairs !!!

It took 4 of us to get her up the…

Very poor cleanliness condition for what was advertised as very high end. Property:6431746 Booking ref: HA-LG122B

I rented a small apartment in Medellín, Colombia from VRBO through their premier host, Barry Brachfeld. He promised to help me arrange airport transportation. That's when he called me an ASSHOLE for using all capital letters in one desperate email when he did not respond to messages.

He left horrible disparaging emails on VRBO's website to me of which I copied some of them but then he tried to delete them. Unfortunately for him, VRBO's representatives told me that they indeed read the messages since he could delete them from me but not from them.

They told me that what he wrote was terribly unacceptable. After the comment for using all caps, he also stated, "You told vrbo you didn’t stay here ? But how did we get your passport? What ever medication your on. ". He also…

on 3 January 2023, booked a flat in Oroklini, Larnaca, Cyprus. Have just been told by the owner that there will be a charge for electricity used. We were not told this when we booked through Vrbo.

Had a booking in london. They failed to send access details. Tried emailing and calling through the limited access they offer on the app/site. At 1am finally called a US number and they cancelled the booking and refunded. I was also offered compensation (email confirmation) of them paying for 1 night (my booked stay was longer) in a nearby hotel up to £530.

I had to do the booking and pay the hotel and they would repay. London 1 in the morning do you know how difficult that is. Spent an hour on the phone and had to drag my bags across town etc.

If only a service existed that they could use to do this for the customer they had left high and dry, like Expedia for example. So they send me a link to make my claim. I complete and send the request in.

They close the support ticket I open a new…

The owner of the house is billing us another $600 for pest control. These bugs where there when we got there. No paying more for something that was already there and we had nothing to do with. Wish I had token pictures of this, she arguing that it had to be my family.

We don't even have these bugs at home.

I rented a property in Hagerstown MD in July and when I arrived at the property it had been condemned since February. My travel companion and I were left with nowhere to stay for our 11 day vacation. I contacted VRBO and they told me that they would reimburse me for up to 3 nights stay at a hotel but that I had to find my own accommodation and they would only reimburse me $133 for each night.

I had unexpected expenses in the amount of right at $750 because of being rented a condemned property. Here it is August and I have yet to be paid back anything and VRBO is telling me that they are not responsible for the unexpected expenses that occurred.

I would definitely not trust them from this point on. We had to return home only 2 days after we arrived at my expense

Customer service of this company is shockingly bad. Conveniently hung up on my twice on the chat app. I wanted to insert my United mileage plus number but wasn’t given the choice, when I tried twice to contact them I was patched through to “Nikka B” who hung up, twice after trying to palm me off by getting me to contact United.

I questioned why I would contact United as this is an offer on the VRBO site not the United site to was promptly dropped.

We made and unfortunately cancelled a booking on the same day - June 26, 2023. The status is showing “cancellation pending”, we have contacted the host 4 times and attempted to contact VRBO 2-3 times with no response or reply from anyone.

) refunded asap as this has been “pending” for 3 weeks now. Unacceptable!!

com booking and have not been able to receive my payout. The reason is due to Vrbo not being able to get their system fixed. All requested tax form has been uploaded and the IRS has approved the forms. I'm given the run around being told 24 to 72 business hours for the issue to be resolved and to receive payment.

However nothing happens, but in the mean time, guests are staying at my property for free. Vrbo is not living up to their promises. I was told on 3 occasions that a supervisor would call me back to get the issue resolved, but no once ever calls.

Property in France is advertised on uk website with price quoted in uk pounds. When you make a payment money taken from your credit card in euro incurring 3% charges. Vrbo customer representative promised to refund the cost but then refused to do so when was asked after payment was made.

Property #1040394 was disgusting, dirty had to get a new mattress. Had to remove carpets, saturated in pet urine. Owners promised a "refund" but only AFTER I left a good review on VRBO. They lied was given no discount for all our issues and troubles along with inaccurate description of amenities.

I enquired about a property in Orlando. I asked about how to contact the owner as he hadn't responded. This is the service I received, Customer service is appalling. Can you please advised why I was treated that way. I uploaded a screenshot of how I contacted the owner through vrbo to the email conversation. Thankyou

This is my first time writing something like this but I wanted to have it documented for my safety. I have rented numerous VRBOs and airBNBs, not once have I felt uncomfortable and insecure as I have today while checking into this place.

Usually, I am given a code to check in but he insisted on meeting me at the house. Ok fine.

However, he followed me inside the house and blocked my path as I tried to walk through the kitchen. As a single woman with two kids, I felt uneasy. He continued to tell me about all the cameras around the property and told me to leave the bathroom window open because “no one can see it anyways”.

I just felt uncomfortable, I called my spouse and he insisted I have my sister in law come over to stay with me. I am not sure if this is a formal complaint, as the…

We booked and paid in full including insurance for a house in Beverly hills for my daughter's 16th birthday. We took off work. Paid to travel, bought groceries nearby to arrive and find the house already had people staying in it.

Could not get on touch with the host, vrbo said "they'd look into it" and to call back in 12 hours. 12 hours later with three kids and three adults in a hotel room we also had to pay for vrbo told us to call back in a few hours.

We called back two hours later to be told it's a holiday weekend and they were sorry they couldn't help us. So now we are paying for a hotel room, groceries are spoiling and we have to pay additional money to now travel home early with our daughter's 16 birthday ruined.

We will NEVER use VRBO again and will be making this experience…

21. I then thought the deposit was overcharged for that currency, so I reached out to my credit card company. 92. 21 was charged back. 92 is still with them. I sent VRBO my credit card transactions, they still insist it was all charged back.

When I try to follow up on the complaint, I find that the email they had me use has expired. 29 credit. That letter was sent to VRBO on April 8. Today is May 2, and it is, I am told, still with the "Resolutions" team.

There is nothing to resolve here; the document is crystal clear. Per their advice, I cancelled that booking (and got nothing back); then i rebooked it and paid again. Even the unit owner has spent countless hours attempting to assist me.

Today, I was told, again, that the case is with Resolutions. 92 of mine since November. How patient…

Booked property for 1 week in Palermo (property ID HA-BLC3JD, reservation ID HA-BLC3JD), received answer from host that the ad was a scam. Vrbo took the money from my account on 11th Apri 2023, Vrbo received my information about the scam, Vrbo promises "booking with confidence guarantee" - so far no money back!

No email on Vrbo website only chat support possible - completely useless advice given there: "leave bad review for property". This is a scam ad, they do not care about bad review, and this does not help me to get my money back.

Vrbo does not check ads - just take the money? 21st April problem still not solved: Extremely stressful situation & my holiday completely ruined. Rating for customer service -5

Dear Sir/Madam,

I had booked an apartment for my stay in New Jersey named “Nice Comfort Apartment in New Jersey” for the time period 14 August 2022 till 19 August 2022. I reached there with my family and tried to go inside but it was locked and some instructions were given to us by the host after sometime to go inside. As we reached inside everything what we expected was a big Lie , firstly the number of rooms were less that we had booked , the place was smelly, it was messy with broken bed , bad looking interior, broken blinds even no blinds it would be see through at night, broken cupboards, etc .

I immediately called Expedia helpline and asked them for help as me and my family was not able to live in there. As i did not have internet as i was a tourist and just had reached there, our…

How can a vacation rental company allow for last minute cancelation from the location without a penalty, but a person that had a reservation would loose all the money.

Also, that cancelation leaves the family no place to stay that will not cost upwards of 600 dollars a night if they are lucky enough to get it. A shit company that has no accountability and doesn't care so long as they get paid.

No wonder they are rated F with the BBB. Stay away. Use a hotel or even air bnb. At least they found me a replacement.

00. Straight stole from me and VRBO will do nothing about it and continues to allow Bismuth partners to stay on there platform . BEWARE EVERYONE ,DO NOT USE VRBO AND MOST CERTAINLY DO NOT USE BISMUTH PARTNERS. TOTAL SCAM ARTIST THEY WILL STEAL YOUR MONEY !!!!

Rented a unit in Hallandale beach that was dirty and had black mold. VRBO customer service essentially useless. What a disappointing experience

2 experiences with VRBO's policies are beyond stupid.

1) I had a tenant sneak a dog in to avoid the PEt fee. I did not see it on video until the day they left. I requested a pet fee immediately but because it was not received until after they left (i.e. their stay was over) VRBO said there is nothing they could do. I said I had the video wit time stamp, they did not care. This ENCOURAGES people to lie and deceive the owner. 2) Smoking inside of properties. I had a recent guest smoke cigars inside my non smoking home. We had to get a deionizing team in there to get rid of the smell at $250. Vrbo said I could not collect that fee. They WILL NOT enforce no smoking policy, which of course with no accountability, ENCOURAGES bad behavior. They said, even if they would have a policy, that I…

Horrible experience in Sicily. Called for assistance while there. The CS closed our case without follow up. Property was so dark, dank and unheated. We left and spent money to rent elsewhere. Since being stateside I have called CS and they offer no help.

Told me they already paid host, and I’m SOL. This company is horrible, they take your money and don’t care how you end up.

We own the home at 39201 n schoolhouse road in cave creek arizona. On jan 27 we had our first vrbo guest and we should have recieved $3600 that the guest paid vrbo but now 60 days later we still have not received our payment? In addition our host is not helping resolve the issue.

I as the owner of this property need to be communicated with immediately through email or called directly Mike Tews 402-699-9162

We booked through VRBO expecting to be protected from a scam but it turns out VRBO has no intention of helping me with my reservation that turned out to be complete scam property. I call customer service and they give me a case number, I call back to find out it's been closed and no refund.

I sent pictures of a parking lot, yes a parking lot with the address and they still say I must go thru the property owner to get a refund! Their guarantee against a fraud property is totally worthless. It comes down to VRBO knows the amounts of weekly rentals in most cases are low enough you cannot bring legal action against them so it seems to me they just reject the refunds.

In my 64 years VRBO has the worst customer service organization I have every dealt with. When they say the case is with another…

Hi, my name is LaSell Bynum, and I am waiting for a response from the property owners of the VRBO I am renting.

The home is beautiful, but when we arrived today it was not cleaned.

The stove has a sticky residue on it, the counters have dried up food on them, the fridge has a stench coming from it and the handle to the freezer is falling off the freezer. The dining table isn't wiped off. The blinds in the dining room have something brown on the handle and splattered across the blinds. Half of the dishes have dried up food on them. The bedroom end tables and lamps have a layer of dust on them...

And that is just the things I noticed before I left out. I messaged the owner and figured he might have someone coming to fix these issues, but nothing has happened and he hasn't replied.

The…

I reserved a stay at a VRBO property for early August of 2023. The event location was changed so I contacted the property owner, who agreed that a 100% refund was appropriate, with cancellation terms and policy. It has now been almost four weeks, and my reimbursement continues to be withheld due to a VRBO technical system problem.

The property owner has been excellent in providing immediate response whenever I check status, but they also indicate an inability to move forward with the VRBO system issue. Another case of systems that allow immediate collection of customer payments, but delay reimbursement for weeks; even when 100% reimbursement is fully compliant with policy requirements.

Please see VRBO case# 112097797. I intend to file a Better Business Bureau complaint if my refund is…

I used Vrbo for the first time and the rental property was completely misleading. It was extremely dirty obviously they didn't even take time to vacuum, the bed was incredibly uncomfortable, and unbeknownst to me it was a shared bathroom. The host even bragged about the prepackaged salad the last guest left in the refrigerator for us.

We only stayed one night of our 2 night reservation. I have requested a refund for one night and the cleaning fee since they obviously were not cleaning.

It has now been 6 days since I requested the refund and I have yet to hear from the host. The Vrbo email response has been it is up to the host and that I should reach out to the host. I have reached out to no response or resolution.

I am not asking for a full refund as I did stay one night. However, the…

Stayed at Property 1142174. Heat for hot tub and pool not working. 00 for our trouble. 00 less then houses renting in the same area and same number of bedrooms, rent for. Since then the property manager has not contacted or returned my text or phone calls. 00.

Looking at reviews, the hot tub and pool heater were broke before we got there and they didn't fix it or tell us.

Completely unhelpful customer service. Lied to me --all customer service does is read from their prepared script. I have filed complaint with BBB and am actively discouraging people from using VRBO. I will never use this site again

We were on the Vrbo app and tried to reserve a place, it would not authenticate our credit card, we then put in another credit card and it would not sottentriate that one either. We knew those two cards were good so assumed the app wasn’t working.

Now it’s showing we reserved the place. We do not want this one. After all this happened we got on the website and ended up reserving something different. We demand our money back for the reservation HA-NPWRR6 since it never showed that our credit card went through!

I booked a property in Siesta Key via VRBO website - paid my initial deposit by credit card. Received a confirmation that property was booked. Yet weeks later the VRBO website stated it was booked but did not say deposit paid but showed still due.

I chatted with VRBO agent who after 20 minutes said I needed to call the Property Management company which I did. Siesta Key Rentals said they show I paid but are not able to update the VRBO website and to call VRBO - I called VRBO customer Service (877-202-4291) and spoke to a very rude agent who skirted around my question, never answered my question, got very snippy on the phone and when I asked to speak to someone else they said " hang up and call back" the refused to give me their name - they had an "india accent" and were VERY rude. I have…

Gillis and I am writing this review about my concerns at the rental property The Blue Crab located in Buckroe Beach Hampton Virginia. I rented this property for the weekend of February 10th -February 13th, where I was having family members stay and visit.

I explained to the owner that I would have my wife, mother, and brothers stay. We were shocked at some of the rules presented to us by the owner after our arrival. One of the rules should have been posted on the VRBO listing for customers to decide whether or not they wanted to rent this property and that was you could only enter through the back door…I have an 82 year old African American mother who saw this as a insult!!!

I rented this property to enjoy family members but found ourselves constantly being harassed by the owners…

VRBO has failed to pay me for rental of my property. I've called and the agents can do nothing, in fact different agents contradict each other. Apparently VRBO did not receive renter's final payment, sending only one"Payment Due" notice and did not advise me. I should have refused admittance to my property if I had known. Now the agents will only send additional "payment due" notices to the renter.

VRBO owes me full payment PLUS the commission amount they withheld.

I had a rental property booked at Lakewood Ranch in Bradenton, FL from March 1 to March 31. It was a confirmed rental with payment made. I was just notified that my rental had been canceled.

First notice said “due to an issue” then later said “owner decided to use property “ This is outrageous! We are only 10 days out from leaving for this vacation. We have reached out to Support specialists with calls and emails and no one seems to really care.

No one ever calls back and their emails appear automated. I will never use VRBO again if this is not resolved.

I reserved a VRBO apartment (Property # 351780) in Paris in April of 2022 for September of 2023. In February of 2023 the owner cancelled my reservation. Paris was much more booked up by then and I spent many hours trying to find an acceptable accommodation.

I finally did, but it did not compare to the apartment I had originally reserved for the same price. I feel that VRBO should NOT allow owners to cancel on renters many months later than the renters booked. I have lost trust in VRBO and I hope they pay attention to this.

I have been using VRBO and Airbnb for many years and this is the first time anything like this has happened.

On Nov. 7, 2022 we messaged the owner. We told her that we realized the beach was closed because of the hurricane. ” Imagine our disappointment after driving 24 hours to find that there was no swimming pool, no laundry facilities, no lights at night in the hallway or stairwell and no security of any kind upon entering the building.

We talked with the board of directors and they were very apologetic. The owners had been emailed several times asking them to please keep their renters apprised of the condition of the condo complex. They advised us to ask for a partial refund.

” We then decided to go to small claims court. ” She volunteered to let us leave on Jan. 19, 2023 and reimburse us for the rest of the month. We were there to visit family, relax and read by the pool.

We do not spend…

VRBO has held my money (Over $1000) for over a month! They used to pay immediately but they now wait until one day AFTER rental date!!! And they STILL DON'T PAY! There is NO CUSTOMER SERVIVCE! Operators from foreign countries keep giving the same response "We have updated your request for payment.

You should receive money any day". I have heard that for OVER A MONTH! There is room for a new business that can do it RIGHT!

Rented a unit for the month of January, 2023. Messaged the owner on Nov. 7, 2022 and told her we realized the beach was unusable since the hurricane. We were fine with not going to the beach. ” Imagine our surprise after driving 24 hours to find no swimming pool, no laundry facilities, no lights at night in the hallway, sporadic elevator, and no security.

The board of directors was very apologetic as the owners had been told many times to convey the condition of the condo complex to their incoming renters. We asked for 1/2 of the rent back as that’s what some of the other owners had done for their renters.

She advised us that we could vacate the unit and get reimbursed for the rest of the month. Since we were there to see family, had driven 24 hours to get there and had nowhere else to…

I booked a rental for my wedding weekend in April 2023. In December I tried contacting the host through VRBO for an extra day. In January I reached out to VRBO as I hadn't heard back from the host, I was provided with the host's phone number and gave her a call. It was then that I was informed by the host that they don't book through VRBO and have been trying to take down the listing and that they had someone requesting the same location through AirBnb for the same date as my wedding weekend.

I immediately tried cancelling my reservation, but would come up with an error every time I did. I contacted VRBO to cancel my request and they weren't able to, they stated the host had to cancel. I contacted the host, told them they had to cancel, and they weren't able to. I again called VRBO and…

I was charged £200 from the property owner for damages that were already broken upon arrival. I have phoned VRBO to make a claim about 30 times.

First, they lost my claim and I had to redo it. They continuously promise me that the supervisor will phone me and I have never been phoned. They say they will email me back but I am just ignored. I am very upset by the way I am treated.

Beautiful and Spacious in the Valley - Near Roanoke, Radford, VT. 3400+ sqft - this listing was advertised at $400 per night for the dates I had wanted. I was booking 17 months out so I called VRBO to see if i could pay half the cost upfront and the other closer to the actual rental, since I did not see that option online.

I was told to reach out to the host - he told me the dates "were not available" but then i saw that he went in and changed the rates to $900 for the same dates. He refused to honor the rates that were available when I emailed him asking about booking.

Their customer service department did nothing. the host LIED about availability to price gouge and there isn't anything they would do about it.