VRBO Customer Service Issues

Hello! I currently have two listings on your platform and have been pleased with your service up to this point. Unfortunately, today we encountered a situation that requires your advice and attention. We have consecutive bookings at our property from VRBO, but today we discovered a problem with the drainage system at the house. We are uncertain if this issue is a result of the previous guest's actions or simply a maintenance matter that caught us by surprise. Nevertheless, due to this unforeseen situation, we need to cancel today's booking and handle it in the best possible manner with the client. We are reaching out to inquire if there is any coverage available for such incidents, considering that the guest cannot stay at the house and we must provide a full refund. A partial coverage for the necessary repairs, totaling $[redacted], would greatly assist us in resolving this matter promptly and resume normal operations. Additionally, we kindly request guidance on the process for canceling the booking. Are there any waivers for taxes or commissions given that no party can be held accountable for the drainage issue? Best regards, P. Duca

In October [redacted], we rented VRBO #[redacted]ha in New Jersey for a Thanksgiving trip scheduled from 11/24 to 12/2. Despite booking outside the 60-day refund window, we chose to proceed with our plans as COVID-19 cases were not surging at the time. However, with the second wave hitting New Jersey hard and the state advising against non-essential travel, our hosts recommended we stay home. We attempted to request a refund due to these exceptional circumstances, but unfortunately, the owner did not respond despite being fully paid. VRBO explained their role as an advertising platform and not a mediator for refunds. While we respect the policy, we believe that in such unprecedented times caused by a global pandemic, some flexibility should be allowed. We managed to get refunds for our flights and are now looking for a credit towards another VRBO property, expecting them to support customers dealing with uncooperative hosts.

I am unable to access my account to respond to customer requests as the property manager. Despite changing my password, I am still locked out. Unfortunately, your phone does not accept calls from Mexico. This situation has caused me to lose business over the last 48 hours. I would greatly appreciate a prompt phone call to resolve this issue. You can reach me at [redacted]. Thank you for addressing this matter swiftly.

Hello, I wanted to share that my booking is for Property ID: [redacted] from 08/07 to 08/09/[redacted] with a payment made on 06/07 of $[redacted]. Recently, the property owner reached out mentioning they are considering another guest who could potentially stay longer than my reservation. I have yet to receive a final confirmation and it has been over 24 hours. As a new Vrbo user, I'm unsure how to proceed. I'm concerned about a delayed denial since it's a busy summer season. Any advice on what steps I should take in this situation would be greatly appreciated. Thank you, - Thi Nguyen

I need assistance with my account. I need to cancel the reservation in Itri, Italy and keep the one in Formia for 6 guests. There seems to be a duplicate reservation in Formia and the price should be around $[redacted], not $[redacted]. I initially had issues with too many guests in the first Formia reservation, which is why a second one was opened. I hope my credit card was charged for the correct reservation with 6 guests. Please help me rectify this situation.

I reserved a home in South Venice, Florida, from March 1 to April 2, [redacted]. After booking, the owner informed me the property wasn't actually available due to software issues but still charged $4,[redacted].84. I'm seeking a full refund and wish to cancel. On another booking in South Venice, I was asked for an extra non-refundable $[redacted] for my service dog and an additional guest fee, demanding immediate full payment. When I questioned this, the host responded rudely. I didn't finalize this booking, but it's showing up as confirmed. The property IDs are [redacted]HA and [redacted]. Please reach out to me promptly. Thank you. Janet C. [redacted] [redacted] Alternatively, contact my husband on the provided phone number.

On May 18, [redacted], I reserved a VRBO property (HA-LHBYFR) in Vail, Colorado, for July 8 to 12. During booking, I was informed that the dates were no longer available, so I booked an alternative option. The next morning, the initial host, Weston Sands, confirmed my request. I explained the situation via email, as I unintentionally booked two properties for the same dates. Weston promptly refunded my lodging payment of $[redacted] and advised me to cancel formally with VRBO for a refund of the lodging tax ($[redacted].81) and service fee ($[redacted].00). Despite following this process, the refunds have not reflected on my credit card yet. I seek guidance on the delay. -Mike M.

I made a reservation in April [redacted] for a 6-night stay starting June 27, [redacted]. However, at 4 am on June 26, I received an automated text and email stating my reservation had been cancelled. This was devastating news for my family, including my two boys, one of whom is autistic. We had planned this vacation meticulously for two months. When I contacted VRBO, they claimed no other accommodations were available in the area and offered no further assistance. During the call, I discovered through a resort website that there were indeed properties available, contradicting VRBO's claims. When I confronted the agent about this, they abruptly ended the call. I am disappointed by their unprofessional conduct and lack of solutions. I am seeking the contact information for VRBO's customer relations department to escalate my complaint to a higher authority.

I had a reservation at the Eden Condominiums in Perdido Key booked through VRBO, reservation number [redacted]. I cancelled before June 29 for a full refund, but I was charged a cancellation fee that wasn't disclosed during booking. Additionally, there was a separate VRBO fee charged. Despite using VRBO for over 15 years, this is the first time I've encountered such issues. The staff at Eden Condominiums were unhelpful and rude. I always booked directly with individuals in the past, but it seems this time it was different. Can someone assist me with this matter please? Reservation under Michael Bowen. Email [redacted], phone number [redacted].

Hello, I had a reservation for property no. #[redacted]7 in July [redacted]; however, due to COVID restrictions, we were unable to go. The host agreed to reschedule the booking for July 5, [redacted], but again, due to COVID and government restrictions, we cannot go. The host has agreed to reschedule for [redacted], and I need to arrange these new dates with you since I originally booked through your platform. The new dates I would like are October 20-28, [redacted]. My booking reference is HA-VXBN3F. I have all the emails documenting our conversations about the dates and agreements. Thank you for your assistance in this matter. Best regards, Paula B.

Subject: Issue with Overcharge for Property Rental (Property ID: [redacted]) Dear Vrbo Team, I am writing regarding my recent stay at Property ID: [redacted] from June 24, [redacted], to June 27, [redacted]. In a previous message exchange on April 9, I provided an updated list of the 11 occupants for our stay, negating the need for additional fees for extra guests. Yevgeny confirmed this adjustment in the same message. However, upon reviewing my bill, I noticed an extra charge of $[redacted], which seems to be a miscalculation based on the agreed number of guests. Despite reaching out to the owner, I have not received a response to my messages from June 27 and June 28. I kindly request your assistance in resolving this overcharge issue and arranging for a refund of the additional fee. Your prompt attention to this matter would be greatly appreciated. Thank you for your help. Best regards, Cynthia Roberts

Subject: Request for Refund for Property #[redacted] - Montego Bay, Jamaica Dear VRBO Rentals, I am contacting you regarding Property #[redacted] & Reservation ID# HA-NTGKT9, which I booked on June 13, [redacted]. After encountering some confusion with cancellation notices and messages, I eventually communicated with the owner, who stated he will not be available during my reservation dates. As a result, I booked elsewhere and have been seeking a refund. Despite assurances from the owner, I have not received a cancellation notice and was informed on June 29 that the transaction cannot be canceled. I have decided to proceed with filing a complaint and requesting a refund of US$[redacted].00 as per your customer satisfaction policy. I kindly request your assistance in resolving this matter promptly. Thank you for your attention to this issue. Sincerely, Mlh (Mary L. Henry)

I rented a property at [redacted] Crystal Blvd., Carbondale, PA [redacted] from June 26, [redacted], to July 9, [redacted]. We only stayed for 5 days due to several issues: 1. The photos on the VRBO site were 16 years old. 2. Trees obstructed the lake view from the house. 3. The property had maintenance issues like peeling paint and unstable structures. 4. The porch had broken tiles posing a danger. 5. The roof had visible patches not shown in the pictures. 6. The TV didn't work properly despite attempts to fix it. 7. Bathroom heater malfunctioned, and odd shower setup. 8. Uncomfortable old furniture in poor condition. 9. The WiFi signal was weak and possibly unauthorized. We cut our stay short due to these issues. We plan to pay for the nights stayed but request a refund of $2,[redacted]. We question the reliability of the property's reviews. We are disappointed and seeking assistance. Thank you. Elizabeth Trauch

Hello, my name is Kelly. I arrived at my VRBO in a forest outside of Boulder, CO yesterday. Unfortunately, there was no cell service, so I couldn't access the "how to get in" instructions on the app and had trouble finding the lockbox in the dark. I had to seek help downhill and ended up staying at a friend's place in Denver, which was inconvenient, especially due to my back issues. The host later informed me of a new door procedure from two months ago, but I missed that email among the multiple VRBO emails. I believe I deserve a one-day refund for this miscommunication, as the host should have updated the information on the VRBO site for guests like me. Thank you for your understanding, Kelly.

Vrbo failed to check our calendar once again and booked our home without allowing time for cleaning between guests. Now Vrbo wants to charge us for their mistake, which is the second time in two months. The reservation ID is ha-hr54tg, listing number [redacted]. Unfortunately, our attempts to resolve this over the phone were unsuccessful due to communication issues and long hold times. If Vrbo/HomeAway tries to debit our account for their error, we will consider removing our listing from their platform. We request assistance from someone in the home office who speaks English and can effectively address these problems. Please reach out to us promptly at [redacted] or [redacted].

I can no longer see the listing for the house I rented online. The lack of response from the hosts is very worrying. Despite multiple attempts from your representatives to contact them, there has been no reply. I don't want to wait until two weeks before our trip to address this issue. It was already a challenge to find a suitable house, and now I'm concerned the one we reserved might not be available if we delay any longer. While our current reservation is non-refundable, I am requesting a refund due to the hosts' unresponsiveness. I find it unacceptable that they have chosen to ignore my messages, including one from four months ago. This lack of communication is not professional or courteous. I am now considering booking another property as I do not wish to conduct further business with them. Their behavior as hosts is highly disappointing.

I encountered a major issue with the rented property as the road leading to it was extremely dangerous, causing us to be unable to access it. We had to retreat down a one-way dirt road in the dark and ultimately find a hotel to stay in. Despite having only three days left, with plans already in place, we were unable to risk driving the treacherous road again. We requested a refund from the owners, who acknowledged the road condition but were slow to take action. Despite spending $[redacted] on a property that was inaccessible and acknowledged by the owners, we received no refund. Even our post on their property was taken down. Seeking help from VRBO to address this disappointing experience. You can reach me at [redacted] (Karen). The property in question was #[redacted] in Bryson City, NC, for June 29 to July 3.

We purchased our property from a previous owner who had it listed on VRBO. We had a smooth transition plan in place where our new listing began as his old one closed. We offered the guests from his bookings a chance to rebook with us, and many did despite a 20% increase in cost due to upgrades and expenses. However, we have now encountered issues with the previous owner forwarding additional bookings without our knowledge, leading to difficult conversations with frustrated guests. Recently, he even sent a booking for a week that we already have reserved, causing confusion and frustration for the person who paid him. We have asked the previous owner to cancel all remaining bookings and requested guests to rebook with us. It is concerning that he is still holding bookings for our property. Any assistance in addressing this situation would be appreciated. Thank you.

I received a message from VBRO to reply by the 25th. I was aware of this task but got extremely ill from cleaning up after clients who got sick from harvesting oysters at Red Tide Beach during their stay. The ambulance was called, and after they left, I got sick trying to do laundry. It has been over four days now, and it has been very difficult. Just as my partner and I were starting to feel better, we lost a day due to our sickness. When I saw the deadline, I was upset with myself for missing it. It has been very busy here, fully booked with staff, properties, and real estate agents lately. My sincere apologies for any inconvenience caused, and I hope the 25th is still acceptable.

Upon arriving at our rental in Maui on 7/23, we were dismayed to find it in a very unsanitary state. The condo was dirty with layers of grease and dirt, making it clear it hadn't been cleaned properly in a long time. The sofa bed, intended for two sleepers, was extremely uncomfortable with springs exposed. This led to a sleepless night for us due to the discomfort and pain. Adding to the unpleasant experience, we found two cockroaches near the sofa bed on 7/24. After contacting the rental manager, it was revealed that the condo needed updates that had been requested from the owner for years. Due to the owner's inability to maintain the property during Covid, it was now up for sale and recently had a new owner. We were offered a refund and the option to move to another property, which we decided to do the following morning. I promptly emailed the manager with details and pictures, and after moving out, requested a full refund as suggested.