VRBO Customer Service Complaints - page 2

The property was filthy and the backyard was a junkyard. Called VRBO and the owner. Owner said I was a scammer, but I have pictures to prove it. VRBO says I have to work out getting a partial refund with the owner. VRBO does not protect the client.

I've used vrbo for 10 years. This year customer service was not helpful; the website was down and I spent > 45 minutes ×2 trying to set up my vacation. Vrbo obviously cares little for guests, read the reviews on bbb, consumer affairs etc. They truly could care less. Bye vrbo, it was nice while it lasted. The prevailing opinion is. ..take care of your customers or lose them.

I paid for and had a confirmed reservation since January 17 2022. Then I get an email on March 4th saying "sorry, we double-booked and are cancelling your reservation". Now to reserve something will cost me DOUBLE, because it is during a National Holiday. THAT IS WHY I BOOKED SO EARLY! Customer service is not even available. You can only talk to agent (working from home with their children around). They just keep saying "sorry" and she looked up comparable properties and gave me 2 options. One was not near where I requested to stay the other was just about double the price I paid for the original place. I wanted to talk to a manager and was told "they do not take calls". Then I asked for a supervisor and was told, " I will reach out to one sometime and maybe they will call you back". I WILL NEVER USE VRBO AGAIN!

Was given false address for rental unit couldn't gain access and had to sleep in car resulting in injured back . Owner of unit allowed 3rd party access resulting in theft of 500$ .Owner issued fraudulent 200 $ cleaning bill. Vrbo not at all willing to help.

I am a Homeowner advertising through VRBO. We must use a linked calendar due to VRBO's instant bookings. VRBO ask for email addresses of guests who book through other agencies then encourage us to allow VRBO to write to the guest requesting a review. Each and every time this happens the guest that used another agency gets a message back from VRBO saying "Oops, there is a problem at our end". This is to make them think there is a software problem. That is simply not true! I have discovered through a written admission from VRBO that they "do not support reviews from guests who did not use VRBO".

Its simply scam to get their email addresses to add to their marketing data, then, they give nothing back. It's a scam! Since being bought by Expedia, VRBO have turned into shysters.

Booked a rental unit for family event but had to cancel next day. After 30 days with no refund I reached out to home owner asking about refund. I was informed they had approved refund and I should of received refund already. After several calls and emails to VRBO and the home owner I still do not have my refund. It has been 6 weeks now and I keep getting told it is being processed. I am very upset and without my full refund. VRBO is not ever getting my business again. I will share this experience with everyone and anyone who will listen! Horrible experience!

We recently booked a luxurious home in Las Vegas only to find out when we arrived that it was double booked. The host property owner told us we were a victim of fraud and said we needed to leave the property immediately. We reminded him that he had sent us a full rental agreement and that we had had various email communications with him over the last several days regarding the property and, if he made a mistake, we understood that things like this happen he just needed to admit it. He again told us to leave the property immediately.

When VRBO's stranded passenger department was contacted, they booked us (7 people) in 2 rooms at roach motel, Circus Circus. They told us we would be moved to a comparable property the next day as no comparable properties were available that night. The next day, VRBO said it would be easier for us to stay at the Circus Circus.

I would never ever rent another property from VRBO. They left 7 women stranded in an unfamiliar place and didn't care!! Save yourself some trouble and book with another platform.

I have been on the phone for three months trying to get help for the problems this company has caused me and the owner . They refuse to let me talk to a supervisor . They said they don't have any . And the above number to contact them does not work and are unable to get through to anyone . I strongly suggest for owners and travelers not to go through this VRBO cause not only do they do things wrong to cause major issues but they refuse to fix the problems. And their head quarters and cooperate is not even functioning. This complaint is renting out houses to minors when owners has strict rules you have to be 21 years of age . This company is the most unprofessional dis functional business I have ever encountered.

I was on hold for a total of 4 hrs and took me 8 hrs to get a customer service response of. " you don't have enough evidence for us to help you book another property". When the property we booked through them had urine, open food and no running water at check in. My family and I were stranded, with no where to stay. They did not care.

PUBLICpublished review 7/3/21
I used vrbo to book a beach house in Newport Ca. I got a co formed email and money taken out of my account. Later that night the owner sent me a message to insure there would be no partying going on during the visit. I sent an email back letting her know we would not be and we are very quiet and low key. I never heard back for 3 days until vrbo called me to let me know that the owner was wanting to cancel due to a double booking. The representative from vrbo said the owner is not able to cancel that I have the right to the house since she double booked it and don't have her calendar up to date. Vrbo said they would call me back and let me know what she said. I never heard back from them so I called them. The representative said that nobody from vrbo called me and it was a scam after telling them multiple time no it was someone from vrbo they said oh wait here are the notes. They said the owner never responded and I had to wait to hear back from them even though she already called them to cancel. They said if I cancel I don't get my money back but if she does that vrbo will help me find a new place and pay 50% more of what I already paid. So days goes by and I had to call several times due to lack of communication from them. Every time you call you are on hold for 30 plus minutes and then a few times get disconnected after waiting. I finally got the cancellation notice but still no refund. When I called about trying to get another place they say I don't qualify for them helping me even though it states in policy that they will. This company is not consistent with what the reps say and everyone has a different answer. I'm still waiting for my refund and can't book anything until I get my refund. I highly recommend not booking with this company.

Crystal Beach, Tx. Property ID# 2130276 owner Kristi Matthews, 883 S. Sage Rd, Crystal Beach, Tx. We vacationed there. It flooded 2 of the 4 days that we were there. We could not enjoy ground level patio due to poor drainage and the patio was flooded. No parking except maybe one or two cars. We had 3 and a trailer. When we left, our trailer laid over the newly sod San Augustine grass. It did not tear it up. It was soaked from poor drainage. Perhaps a 2ft x 3ft area where her drive way turns. She charged us a $400 damage fee so that she could fix her grass. I am aware of the price of San Augustine grass and this was ridiculous. We will never rent from her again. And highly recommend that others avoid this house.

Property 1941814 on Kona, cancelled me 29 days prior to arrival-,as he deemed we were not a good fit for his property.
I had to pay the full rental fee back in March on a non- refundable basis.
So the owners can cancel at any time.

I rebooked - at the last minute- for twice the rental.
I have been loyal to VRBO for 10 years- but next year I will be moving to AirB&B
They can't be any worse than VRBO
Chris Wing
[email protected]

As a member who has two VRBO rentals with you I am truly sadden that you would continue to let the commercial of Chrissy Teigen run on air. Bullying people is a serious problem in our society that should not be tolerated not matter how famous the bully is. VRBO has to step up and let people know that as a company you are against this form of behavior. Bullying someone to a point that they had suicidal thought unacceptable! This is why I'm asking VRBO to step up and discontinue the commercial.

I cannot In good conscience continue to use VRBO for vacations and personal travel if this company is going to continue its affiliation with Chrissy Tiegen. Encouraging young women and even children to commit suicide and cyber-bullying are unacceptable and abhorrent behaviors and to have her as a spokesperson for your brand is a reflection of your companies core values. Please sever your business ties with Chrissy Tiegen or myself and many others who value mental health matters, anti-bullying initiatives and suicide prevention will have no choice but to utilize rental outlets that align with better values and ethics.

I sincerely hope you drop Crissy Tiegen from you advertising campaign. The recent revelations of her encouraging young women to commit suicide is disgusting. I can not imaging VBRO wanting their brand associated with someone who has done this, even if it was several years ago. If an American Idol contestant can be butted from the show for a video he was in at the age of 12, Chrissy does not deserve to represent what you are selling. My husband and I have used VBRO for most of our vacations. We won't be until she is no longer part of your company.

The company allowed the owner to keep my money for months and then cancel our reservation less than 24 hrs before travel. My family was stranded. Our deposit had not been refunded yet they expected us to pay over a thousand more dollars to book a place that was smaller than what we booked originally. Representatives told me that VRBO would pay for our hotel since we were stranded. The receipts were submitted and now they are saying that they won't pay. They lied!!!! They allowed the owner to break a contract without any repercussions and now they refuse to help me. This is a civil suit. I've read so many complaints it probably qualifies as a class action. I will be contacting a lawyer and the news so that every customer knows to beware!!!!

First off, getting in contact with VRBO is long & usually have to call back. I have tried to use the ONLINE CHAT , but the time is not realistic to talk to someone in person. Having said all that, I read over their SAFETY BOOKING GUARANTEE & let me tell you, it didnt feel safe to book thru them when I came into a situation with a Compass Reality out of Florida, one of their trusted partners so they say. When I booked, I was given the full amount of what I owed, then I was given a contract from Compass that I signed and did match the amounts on the VRBO listing. A day later, I was privately emailed off site that I would owe over $300 more (2nd Booking Fee & cleaning fee). I called VRBO directly late in the evening since Compass decided to send this private email late and was on east coast time. I only had to wait 30 mins. When I talked to the VRBO rep, he checked the listing and it did not state any other fees, I told them Compass blamed them for not charging this when I booked. If anyone knows, the Management Co. is responsible for listing any fees, etc. NOT VRBO. Anyway, the Rep said he would contact Compass and find out what was going on. Never got a followup on this. I had hunch beforehand, I would not get anywhere so I did post a message on VRBO to log my problem & the management would see this if they decided to even look at it. I had to give the Rep permission to see my messages. Anyway, my hunch was right. So now today, I called VRBO several times and the first time I was told their system is down and to call back in an hour. I did, then I waited 34 minutes and no response. So I called back a little later then got a Rep.after 19 mins. I went over the same bs & she was telling me that Compass uses a different system & that she cannot do anything. After, I went over why do I pay ya'll a booking fee of $210 & the Guarantee of Safe booking if you are not going to do anything. After about 10 mins of me, just being BLUNT, she said she would followup while I waited on the call as she spoke with Compass. When she got back, she told me that they canceled it, and that I would be receiving my booking fee back in 2 weeks basically. I guess my point here is. VRBO is not responsible for the listing of the OWNER/MANAGEMENT fees, but they are responsible for making sure they follow thru with their GUARANTEE. Anyone who comes back with more fees not listed on the listing is unethical and should never be considered a TRUSTED PARTNER. My advice be firm, direct, and know their policy and Guarantee. If they are going to be paid they need to act on things like this. They are responsible if they take a fee and give a Guarantee. They can't afford to be in court and losing along with the Management Co. I will say, don't blame the Rep, just remind them of what they need to do if they are going to follow company policy and their guarantees.

We had a stay in vrbo home, the home was horrible and dangerous. We contacted the property management who contacted vrbo on our behalf and the he also gave us a 50% refund I also have an email that the property manager forward to me stating they will be refunding us 50% on the sales tax $298.54 and the vrbo fees $ 273.00 total should of been refunded $298.77...well that was June 2020 and in December 2020 I finally get a check for 136.00. So again I call them for like the 50th time to only being told that the information in the email was incorrect and that is all I am getting. The absolute worst customer service I've ever dealt with not to mention they lied and stole our money. I don't understand how you can send an email of what is getting refunded and then change your mind. Just a horrible business and scammers.

This is the most convoluted and screwed up mess I have ever dealt with. I have called and done repeated chats with Sebastian and Juan in Columbia and now one in the Philippines. We had to cancel our booking due to COVID. The owner agreed to a full refund, however your company has made this beyond difficult. We received a partially and still trying to get the remainder. I WILL EVER USE VRBO AGAIN! Your customer service, convoluted website, and secrecy of location and in USA is ridiculous. I was told Texas, but that was all they would reveal despite repeated requests.

"I would like to file a formal compliant regarding the return of my damage deposit. I called Saturday, Sunday and Monday asking to speak with a supervisor. No return calls to date? I have called the condo owner with no luck.I have no pending transactions on my bank account. The contract said my damage deposit would be return automatically on Aug 1st if no damage claim was made. It is now Aug 4th. If I don't get a phone call regarding the immediate return of my damage deposit I will be contacting the Florida Attorney General and filing a formal complaint. It is totally rediculous that a superviosor can not call me back with in the same day! I will also be writing a letter to the CEO of VRBO detailing my expereince as well as reecommending the condo owner switch rental services to someone that actually provides customer service. I can be reached at xxx-xxx-xxxx.

Don"

VRBO/Home Away are rip off masters. They will not let you talk to anyone. Also, the insurance partner they advertise is even worse. These people need to be out of business.

Our event in Birmingham AL was cancelled indefinitely due to Covid. I asked the Homeowner to cancel and give a refund. No communication. Several days later the Homeowner cancelled NO REFUND. I contacted support who said on their end it says Credit. But VRBO refuses to show me proof it says credit. Homeowner refused to communicate with me for 2 months now and VRBO says they've already paid them for the stay. 1114.00!! Homeowner refuses to answer VRBO's supposed calls and emails and refuses to answer my messages as well. I've called 7 times to VRBO and no one will help me to obtain anything on writing stating I have a credit so I can't use it because the homeowner refuses to communicate with anyone!!!

VRBO Is a ripoff.. NEVER use these people to rent. If you try to contact support they will put you on hold and then disappear. No relief for rental that was cancelled due to covie-19.
ONce again never use this service.

My rental was cancelled by the property owner and after 3 weeks and 4 customer service calls I still have not gotten a refund. They keep telling me I will have the money in 2-3 weeks. What an awful organization to deal with.

VRBO is a ripoff!! I am a registered nurse and they will not refund my blocked stay from Florida. I am still prepared to go and not allowed to because of the vacation rental ban and I was told they have not paid the property owner either! I called VRBO this morning and they denied withholding payment to the property owner and told me that the owner could refund my stay. All I am getting is the runaround!