Customer Service Scoreboard
I have had a nightmare with VRBO as a host. My account was hacked and money that was supposed to be deposited to me went to someone else. They turned over to "fraudulent use" and every day I call-no one knows anything.
Worse-they froze my account so I am not able to book anyone new and reserved folks are getting the message that my account has been compromised and they are cancelling. So frustrated. Wondering if I need a lawyer
To whom it may concern,
VRBO has withheld money owed to me for 15 days now. Please reference case #119004410 and tell me why this has not been resolved. This has been an incredibly frustrating experience with VRBO. Why in the world would you not want someone to reach out to me by phone and come up with a resolution on this. It has been documented that you have received the money, but you can't seen to transfer it to my account that has been used all year long.
In the last year I made 3 booking at VRBO, in 2 occasions after the payement was process and booking confirmed the owner ask me for more money and cancel my booking because I refused and the other one, for no reason decided to cancel my booking.
This behavior is unprofessional for a respected company and makes a fool of the client that use their services. The owner have no penalties for doing so , they abuse the client rights and
jeopardize their vacation.
A company with this behavior should not be allowed to operate with complete impunity from consumer affairs
We have used VRBO twice and both times there are problems. The first property was a cabin that was neglected and needed repairs. There were cracks in the wood walls and gnats were a problem thruout the building. The second property was nice but the living room was so dirty you had to keep your shoes on. The onwer keep resetting the thermostat after we would cool the building and we never got any contact about our cleaning deposit. I will not use VRBO to rent anything ever again.
I am a property owner and I always give my guests a 5 star stay. I partner with Airbnb and VRBO. Everything I have a question for VRBO, I call their customer service and mostly get an agent that cannot answer my questions, refuses to connect me with a supervisor and keeps me on the phone while trying to research. They are very poorly trained, have no idea how to answer simple, common questions, like "How much percentage do you charge a host and the traveler" They state that they don't have a supervisor or anyone around that is more knowledgeable. I also had a really hard time getting paid on my first booking with them. It took 3 weeks of me calling them everyday. I also do not like how they send an email to my previous guests letting them know that their deposit of $1500.00 is being refunded. VRBO signs it with my name! I have nothing to do with holding their deposit money. An email sent using my name should not be legal. Very poorly run business!
I'll just use Airbnb from now on.
Do not use VRBO!! They are a fraudulent business that do not care about the customer or providing a service they are advertising. When my family and I arrived at our rental in Navarre, Florida, it was filthy dirty and unlivable. We contacted the host who did not believe us and would not help us in any way. We were told to clean the house ourselves even though there were no cleaning supplies or extra linens. We contacted VRBO and got absolutely nowhere because it was up to the host as to what to do. We sent pictures and videos to both the host and VRBO and it got us absolutely nowhere. We asked over and over for someone to help us, but no one would. We tried to speak to a supervisor, or someone higher up for support, but the representative told us they could not give us a supervisors number. A month later and we are still trying to get a refund for a home we were not able to stay in because of blood/poop stains, bugs, and just plain filth. Absolutely ridiculous that VRBO would not support us in anyway. VRBO is a total ripoff. We will never use them again and I will spread the word.
Our host in St Kitts promised us a 40% refund then stopped answering our calls. We were in touch with VRBO the entire week we were there. We did exactly what they suggested. When we got home they paid the host even though there was a complaint against him. They have all but washed their hands of us.
Do Not Trust Vrbo!! Owners Can Cancel At Last Minute For No Reason And You Have No Recourse!!
Two Years In A Row Our 37+ Day Winter Getaways Were Cancelled By The Homeowners. This Year 2023 The Owner Canceled Two Days Before We Were To Leave Nj For Florida. Truck Was Packed Full Of Food, Clothes, Chairs, Etc.
Vrbo Finally Contacted Me About The Issue Asking If They Could Help Me Find Another Home To Rent When We Were Supposed To Be Leaving The Rental And Heading Home. Absolutely Terrible. It's Impossible To Find A Florida Keys Rental That Accepts Any Size Dogs At Last Minute.
Renters beware! Just recieved a 1099 for a weekly rental back in April. The amount they said we recieved was much more what we had gotten. I hope they resolve this soon so we can go get our taxes done! Never uses again... besides u can never get through to them always on hold for an hr!!
I booked a 2 bedroom unit at Bonnet Creek with property owner Christian for Dec 27th to Jan 3rd inclusive. I paid for this booking in full.
On Dec 19th, I received a message that our 2 bedroom unit was only available to Dec 30th and that we would then get a 1 bedroom unit with a 25% refund. I responded that this was unacceptable but they would not honour our original booking.
Then on Jan 1st, I received a message that the owner had not secured our final night and that we would have to check out on the 2nd and find other accommodations. I was refunded for that night.
I was fortunate to get at room at Druary Hotel.
These changes and cancellations impacted our park experiences as we were not able to spend full days at the park due to two moves.
I have asked VRBO for compensation for 2 missed park days as well as compensation for the inconvenience they imposed on us. I have never been able to speak with Christian despite numerous requests to the online chat.
I find this totally unacceptable to alter our reservation at the very last minute and to not secure our final night stay.
I have booked thru VRBO in the past but will never use them again after this negative experience.
I'm so frustrated that there is no one to speak with to provide compensation.
I booked a one month stay for November 2022 in Green Valley, Arizona. The stay was non refundable. My husband died 2 days before our stay was to have started. The owner nor VRBO would give us our money back. VRBO said that refunds are at the discretion of the property owner. They did send one email and make 1 phone call to the owner, but no response. I even tried sending all documents related to my attempt to get a refund to my credit card as a dispute. They attempted to facilitate the dispute but gave me 2 negative responses. VRBO is not going to have my business ever again.
Made a reservation on VRBO for Property # 2842808 with Host Naylan and paid in full for 12/24/2022 to 1/3/2023. Prior to arrival I was having difficulty contacting host and called from a different phone and was eventually able to speak with him on the morning of flight. About 1/2 hour prior to boarding I was informed that the house was no longer available. I was scheduled to arrive at 2:00 P.M. and check in at 3. without any time to figure out what to do do upon arrival. I was refunded the money eventually but being Christmas eve on saturday and Christmas on sunday left with very few options. Needless to say they ruined my christmas and whole vacation. Later on upon checking the house was available to rent on 12/28/22 to 12/30/22 and by looking at their facebook posts they used the house for their personal use. Had I not called from a different phone I would have arrived without any notice of it being cancelled. VRBO was generous enough to put us in a hotel but that's what we had planned for since the rooms were not close to each other. We were able to get a decent meal or any kind of holiday celebrations. By Day 4 still couldn't find a rental because of the time of the year and shortage of housing in Florida and was forced to stay in a hotel and play an outrageous amount for my vacation which I had not planned on. STAY AWAY FROM THIS PROPERTY AND THIS HOST. VERY BAD BUSINESS PRACTICE AND SHOULD NOT BE ALLOWED TO RENT AGAIN.
Owner classic bait-and-switch approved by VRBO. We made a reservation 18 months in advance, with reservation accepted/approved. Owner called and insisted he could make more money and told us to cancel, which we refused to do. Owner cancelled us. Phone complaint to VRBO (twice) and was told it happens all the time and there was nothing they could or would do about it. We asked for a supervisor to return our call, still waiting.
I booked several rentals in Hawaii and when I got the bill, to my surprise there was a $204 service charge. In all the 5 rentals I book I never heard or read anything that there would be an additional service charge. Two hundred dollars is not a trivial amount either.
Also, trying to find where to register a complaint was not easy.
I will think twice before using VRBO again.
I stayed for 4 days at a property that I had booked for a month because the swimming pool was not serviceable and the back yard was a construction zone. The owners were kind enough to refund my money BUT VRBO kept the
Entire tax of 800 dollars for the month. I wrote to VRBO and enclosed all the proof that my room tax should be for 4 nights and not 30! No answer from VRBO and it is impossible to get anybody on the phone! I cannot ever use VRBO again! Shysters!
We booked a vacation rental that advertised 100% refund if canceled 60 days prior. We canceled 80 days out but were charged by the rental company $300. They had slipped a different cancellation policy in there 6 page "rental agreement " totally deceptive. VRBO won't help square it away. They claim they are just a platform for rentals. Also apparently no managers work there. Is it really OK they let these people advertise 1 thing but do another? Is there no code of conduct or standard rules for owners advertising their product.
Awful!! Owners of house we rented mistakenly submitted review giving us zero stars for following the rules. They called VRBO to correct the error and were told no changes can be made even if it's an error. They were told the review could be removed though and that's what they were told we wanted to do. Almost a month later, review is still there so I called assuming that there would be notes from when the owner called and I hated to make her call again. Thiery (He spelled that for me) said that the owner needed to call. I explained that the owner had called and gave him the exact date. Once he accessed my account, he could also see the messages between the owner and I where it was clear that she was on the phone with VRBO on the date I had given him but he still said the owner needed to call. I asked to speak with a supervisor and he said he was the supervisor which is pretty laughable. I guess Expedia has him answering the phones even though he's running the whole company. Guess it's time to start using AirBNB. We used to love HomeAway but in my search to see if I could find an alternative phone number for customer service, I ran across all sorts of other VRBO horror stories.
I am so tired of dealing with the incompetent vrbo customer service. They put you on hold for "2-3 minutes" and you sit there for up to 12 minutes. They are hands down the rudest customer service people I've ever dealt with. Completely unknowledgeable about anything I've called about. I have reviews built up with a company that does not support me nor know the answers to anything I call about. I have had 2 calls where the techs flat out told me the glitches in the system are because the techs are sub-par. What's the deal??????
Booked a trip with vrbo they made the booking when I arrived after taking my money they stated that they accidentally double booked and my family and I had were in town for my sons AAU game
So my self my son 15 my in-law whose is in late 70's and and autistic adult arrive 1100 pm and there someone staying where I'm supposed to stay for the next 2 nights. Called customer service and after about 30 minutes they realize some software didn't work and they don't know if they have anything available. They give me refund for the nights but due to more computer error they weren't able to book a room for the night and they stated they would reimburse me for any expenses and they have not done that
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