VRBO Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about VRBO customer service, archive #2. It includes a selection of 20 issue(s) reported July 27, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently attempted to book a vacation rental and unfortunately received a denial from the owner due to what seems to be a misunderstanding. In my initial email to the owner, I clearly outlined that it would be myself and my dog, Sparky, and possibly my friend, Colleen. I provided information about Sparky, emphasizing her friendly and well-behaved nature as she often travels with me. However, the owner responded by stating that the booking was denied/cancelled because the rental is intended for only 2 adults and 1 car. This reasoning is confusing as I made it explicit in my email that we would not exceed this limit. The rental is advertised as pet-friendly with a specified pet charge and even includes dog bowls in the photos. I am seeking clarification from the owner regarding this denial, especially since we were fully compliant with the stated guidelines of the rental.
Reported by GetHuman-jenniwi on शुक्रवार, २७ जुलाई २०१८, दोपहर ३:०२ बजे
My summer rental subscription expired in May, so I missed out on last-minute bookings and potential September rentals. For about 10 years, I have received numerous notifications from them annually, but this time, I didn't receive any reminders. When I spoke to the supervisor, Dan, he was rude and unapologetic, which was upsetting. My case number is [redacted]0. I noticed they have changed to a new payment system that only accepts credit cards, which I am not completely comfortable with. I prefer my old payment method and I am concerned about potential issues with refunds and payments. Despite requesting a discount, it seems too late for me to recover my losses. Dan offered me insults and an additional three months, which doesn't make up for the hundreds I've lost. He couldn't confirm sending me a renewal notice, and I didn’t see any blocks preventing it. Now, they want to link my bank account, endangering my privacy compared to the information I get from renters.
Reported by GetHuman923657 on शुक्रवार, २७ जुलाई २०१८, रात ९:१९ बजे
Continuously, every time I edit my quote to include (VRBO/[redacted]), the final due date changes unexpectedly. The correct information displays correctly until I save the changes. I have a PDF document indicating the altered final payment date to 9/30, which contradicts the visible text under the payment section indicating a due date of August 31. According to my procedure, I should receive payment 45 days prior, not 14 days as it incorrectly displays. This has been a recurring issue, happening four times since February. Despite contacting support three times and filling an online form twice, the problem persists. I was once told it's a glitch, but I believe this glitch needs immediate attention as I cannot adjust the due dates on my own. On two occasions, I was informed that I had changed the dates myself, and to rectify it, I would have to add a new payment and then cancel the original due payments. Frustratingly, my request to speak to a supervisor was denied.
Reported by GetHuman-lokelani on शुक्रवार, २७ जुलाई २०१८, रात १०:०१ बजे
I secured a reservation for a house in Rochester, MN (property [redacted]) from 7/26-7/31 for myself and my daughters during our visit. Our friends drove us from Minneapolis to Rochester, arriving past 11pm. Upon entering the property, we noticed a strong cigarette smell despite it being advertised as non-smoking. After unsuccessful attempts to reach the contact number provided, we decided to move to a hotel due to our sensitivity to smoke. The property contact responded the next day, mentioning no previous complaints about the smell. Despite the inconvenience of relocating, we were disappointed as we specifically chose this property for its proximity to our friends' home. We have been refunded the damage deposit of $[redacted] but are still awaiting the $[redacted] rental fee refund. I appreciate any assistance regarding the cancellation policy, as the property was only cancelled on 7/30 despite our immediate decision to not stay on 7/26.
Reported by GetHuman-sultandy on मंगलवार, ३१ जुलाई २०१८, शाम ६:५६ बजे
I am experiencing technical difficulties with my instant booking feature, resulting in double bookings and cancellations. Despite contacting customer service, my case has been referred to technical support without providing me with their contact information. Recently, Lori C canceled and wishes to rebook, but my listing disappeared, reverting to an old listing for a studio. I am unable to access reservations and my listing is not displayed correctly. I have upcoming VRBO guests and need to restore my listing promptly. Even though I was assured not to be penalized due to technical issues, it seems I am. I urgently require assistance to bring my listing back online.
Reported by GetHuman939360 on बुधवार, १ अगस्त २०१८, शाम ६:३४ बजे
I recently stayed at a condo in Las Vegas for a business trip, property #[redacted], and we ensured the place was left tidy. However, the owner contacted me after our departure claiming that one of his plug-in air fresheners leaked on the dresser, causing a stain. The guest who stayed in the room doesn't recall placing the air freshener there. The dresser also held towels and instructions, which the guest read multiple times, but didn't notice any spill or odor near the dresser. The owner stated the dresser's appearance cannot be restored without significant changes and is requesting how we plan to address the issue. As someone who hasn't faced such problems in previous rentals, I seek advice on how to proceed from VRBO. I appreciate any guidance on resolving this matter. Thank you. - A.H.
Reported by GetHuman-aprilho on शुक्रवार, ३ अगस्त २०१८, रात १२:१० बजे
Upon arrival, it was obvious the place didn't match the advertisement. The kitchen was old and in poor condition, with a rusty fridge, stained sink, cracked tiles, and missing grout. The bathrooms were infested with ants and mold. I have several pictures to share, including roaches, centipedes, and earwigs in the house. After contacting the owner due to these issues, they agreed to refund 6 nights. I am requesting that VRBO refunds the remaining portion as the situation was unacceptable, forcing us to find last-minute accommodation in Waikiki. I hope to proceed with resolving this matter and sharing the photos to highlight the discrepancy. Despite being a VRBO customer for years, this experience was disappointing. Thank you for your attention.
Reported by GetHuman-karengle on शनिवार, ४ अगस्त २०१८, रात १०:०२ बजे
I would like to report a significant issue with my booking at [redacted] 24th Street in Ocean City. Upon our arrival for check-in, we discovered that the property was already occupied by other guests, despite it being fully paid for and confirmed in advance. The owner had double booked the space, leaving my family and me without accommodation for our planned week-long beach vacation. This situation has caused a great deal of distress for us, especially considering there are no alternative rentals available during this peak season. I have requested a prompt refund from the homeowner, who has acknowledged the mistake. Although an apology has been issued, the inconvenience and additional costs incurred by this error far exceed the refund amount. I am now seeking assistance in finding alternative accommodations nearby. Any support in this matter beyond the refund would be greatly appreciated. Sincerely, Jennifer D. [redacted]
Reported by GetHuman953102 on रविवार, ५ अगस्त २०१८, रात २:१५ बजे
I reserved a condo in Sanibel, Florida with Andrew and Andrea Ruppert in March [redacted]. Due to the red tide, I canceled my reservation on August 7, [redacted], and Andrew said I could reschedule within a year or cancel and lose my $[redacted] deposit. After talking to my husband, I decided to cancel. I tried to contact Andrew multiple times but haven't heard back. I sent the condo key back and provided the tracking number, but still no response. I am requesting a refund of $[redacted] paid by check to Andrew. I have email documentation of the payments. Thank you, Sue S.
Reported by GetHuman-ksom on गुरूवार, ९ अगस्त २०१८, शाम ५:५० बजे
I'm experiencing an issue with the property owner of where we stayed recently. The air conditioning only functioned on the last night, and we had to leave the house for 6 hours of repairs due to fumes and noise on Friday. Despite our dissatisfaction, we ensured the house was left in excellent condition at check-out following all guidelines for the cleaners. The owner rated me poorly as a renter, which I believe is unjust as we maintained cleanliness and followed all rules. Her review feels retaliatory. The property is no longer listed on VRBO, so my review is hidden while hers remains visible. I'm seeking advice on how to address this and consider it reasonable to have her review of me removed since my review of her property is not accessible to potential renters.
Reported by GetHuman-carolham on शुक्रवार, १० अगस्त २०१८, दोपहर २:३७ बजे
During our recent stay at property #[redacted], the owner initially provided us with a 5-star rating. However, a conflicting email from VRBO was received on Sunday at 1:30 PM (Pacific) indicating a 1-star rating. After contacting VRBO on Monday, August 13th, both Mr. Peters and I were informed that his rating for me showed as 5-stars. Mr. Peters even confirmed this in an email exchange. Despite this confirmation, I was surprised to receive a response from VRBO customer service, specifically from Robert, today stating that a 1-star rating was showing. Robert's suggestion to contact the owner to resolve the issue was not helpful since VRBO had already confirmed the 5-star rating with both Mr. Peters and myself. I kindly request that VRBO promptly rectify this discrepancy, remove the erroneous 1-star rating, and provide confirmation that the matter has been resolved.
Reported by GetHuman-kintmeye on मंगलवार, १४ अगस्त २०१८, शाम ७:३८ बजे
Upon arrival, we discovered the house to be stunning but alarmingly unkempt and dirty. The refrigerator inside has mold, and the outdoor one is even worse. The bedsheets have visible stains and hair, and the kitchen basin is covered in mold. The lack of cleanliness is concerning, especially when renting out a property regardless of its age. The bathrooms show signs of potential mold with peeling paint on the ceiling, and the kitchen garbage is overflowing with old food. These issues are unacceptable and pose a health risk, especially with a young child. We are seeking a full refund as we cannot stay in these conditions and plan to leave tomorrow. The state of the house is not safe for occupancy and requires immediate attention.
Reported by GetHuman-jerzypap on सोमवार, २० अगस्त २०१८, रात ३:४८ बजे
I recently rented a place in Santa Barbara for a month and encountered a severe ant infestation shortly after checking in. The owner initially tried to address the issue but I ultimately had to leave due to the persistent problem. I booked another place and have had no ant issues there. The owner of the first place mentioned offering me a credit but only refunded half of my payment. I am unhappy with this resolution and believe I should receive a full refund due to the unacceptable conditions of the rental. I would appreciate VRBO's assistance in obtaining a proper refund in this situation. Thank you for your help.
Reported by GetHuman1033831 on शनिवार, २५ अगस्त २०१८, रात १२:३२ बजे
My partner and I had reservations for Property #[redacted] through HA-78QCKH for August 15th-22nd, [redacted], for 7 nights. Upon arrival, we immediately expressed concerns about the neighborhood's safety to the property owner. The location was not as described, making it unsuitable for our family with teenagers and young children—restricting their ability to explore the area and the beach due to safety issues and difficult beach access. Despite needing a large vehicle for our group of 7, the garage couldn't accommodate it. The gate depicted in the advertisement wasn't functional. The community had disturbances with gang members, loud music, and barking dogs day and night. After enduring 2 nights, we departed on the 17th at 10:30 AM. Despite leaving the property tidy, an unexpected $[redacted] deposit charge was imposed close to our stay date, which felt misleading. We asked for a cancellation fee to relocate, but faced delayed response and refusal from the owner. We feel misinformed by the VRBO ad and seek a fair refund resolution through VRBO's assistance.
Reported by GetHuman-yeceniae on मंगलवार, २८ अगस्त २०१८, शाम ६:०१ बजे
I attempted to make a reservation for a property, but promptly received a message saying it was already booked for my desired dates. The rental is a blue house at [redacted] Sunset Drive, Lexington, KY, managed by Cathy Burke. Surprisingly, when I checked the VBRO app later, it showed that I had rented the property for September 12-15. I had already booked another place for those dates with a different provider. Being new to VBRO, I didn't think to double-check after the initial cancellation message. For any communication, please reach me at [redacted]. I prefer to be contacted directly as my husband should not be involved in this. Thank you, Ann Day.
Reported by GetHuman1101900 on गुरूवार, ६ सितम्बर २०१८, दोपहर १२:१८ बजे
Since the spring of [redacted] when I acquired a new phone number, I have been receiving calls and messages from individuals requesting codes to access properties rented on VRBO. They often refuse to disclose the rented house's address. This occurs multiple times per month and is quite bothersome. Today, they provided me with the property number [redacted] located on Lemon or Lemons Street in St. Augustine, Florida. The person they seek is Jeff, potentially with the last name Ladue, who may reside near Dustin, Florida, and supposedly owns a restaurant there. My phone number is [redacted], which seems to be the one listed on his VRBO listings. Besides these calls, banks, debt collectors, and others have also contacted me looking for him. It's crucial for better customer service to promptly remove MY NUMBER from all his listings as I believe he has multiple listings. I would appreciate confirmation once you have removed my number from this individual's listings. Thank you, Nancy.
Reported by GetHuman-ncprn on रविवार, ९ सितम्बर २०१८, दोपहर २:३७ बजे
I urgently need assistance with my VRBO account as I have received a private booking for a period when my property is not available for VRBO bookings. My property listing is Property #[redacted], and I have been unable to access my account due to login issues. Despite attempting to reset my password through the 'forgot your password' option, the new password does not work for me. My email addresses associated with the account are [redacted] and [redacted] It is particularly challenging as I am currently in Africa with limited internet access for the next few weeks.
Reported by GetHuman1159251 on मंगलवार, १८ सितम्बर २०१८, सुबह ८:१२ बजे
I contacted the number to extend my stay at the VRBO property. I had previously emailed the owner, who agreed to the extension but informed me to arrange payment through Home Away and VRBO. When I reached out to Home Away, they mentioned a 4-night minimum stay policy which complicated the process. Explaining that I had already booked 4 nights and just wanted to add a fifth, I was abruptly told to contact the owner again. Despite explaining that I had already received approval, the call was disconnected abruptly. It was a shock to be treated so disrespectfully, especially at my age.
Reported by GetHuman1238972 on सोमवार, १ अक्टूबर २०१८, रात ३:५७ बजे
We made a change to our reservation for 39A Femroy in London, England, from September 7-14, reducing it by one day within the agreed terms. We are expecting a refund for the 14th. After being informed by email on September 10 that zoproperties would issue the refund, we provided requested bank details, but we prefer the refund to go back to the credit card used for payment. Despite sending two emails and trying to call, we have not received a response, and are owed [redacted] pounds. We originally requested this refund when adjusting our reservation three months before our trip on September 7th. We are puzzled by the delay and disappointed with the lack of communication. We have not left a review yet, but if the refund is not processed soon, we will consider doing so. We urge for the refund to be issued promptly.
Reported by GetHuman-merfin on गुरूवार, ४ अक्टूबर २०१८, सुबह ९:०८ बजे
Hello, I need assistance with a recent booking matter. Yesterday, I reserved property #[redacted] and received a confirmation shortly after. This morning, I was informed that this property was not available for the dates October 24-29. I then booked another property instead. My credit card shows a charge of $1,[redacted] for the first property plus a $52.92 cancellation protection fee. The initial property refunded $1,[redacted] as the booking was recent and due to the unavailability issue. They advised me to contact VRBO for the remaining refund of $[redacted] and the cancellation protection fee. I would appreciate a prompt processing of the refunds. Thank you, R. Young
Reported by GetHuman-becklou on गुरूवार, ४ अक्टूबर २०१८, दोपहर ४:१३ बजे

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