VRBO Customer Service Issues

Archive 10

The following are issues that customers reported to GetHuman about VRBO customer service, archive #10. It includes a selection of 20 issue(s) reported August 20, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
We received an email informing us that our reservation at [redacted] Queen Street was canceled and refunded, but we have yet to receive the refund. The email we received notified us that the hosts, Jelica and Hagen, are relocating and deactivating their account. Although we appreciate the advanced notice to make alternative arrangements, we are still waiting for the refund. Thank you, - B & J Martin.
Reported by GetHuman-martsies on Dienstag, 20. August 2019 23:16
We are interested in listing our property on VRBO. Our account is already set up as Vrbo [redacted]. We are based in Hungary but have a US bank account for managing rental income and expenses. We are encountering difficulties completing the setup because we lack a SSN. When trying to add our passport number as identification, Hungary is not listed as an option for document issuing country. We seek clarification on whether being Hungarian prevents us from having a European address with a US bank account, in contrast to other European countries like Greece, Austria, France, and Italy. We have had no issues setting up accounts on other booking platforms. Eagerly awaiting your response. Karoly P. and Krisztina M.
Reported by GetHuman-ponticog on Mittwoch, 21. August 2019 13:18
Subject: Concerns Regarding Change in Terms of Agreement Hello Jana, I am extremely displeased with the recent changes to our agreement. When we paid our listing fee, it was clearly for one year, and I find it unacceptable that the terms are being altered midway through. This short notice is outrageous and reminiscent of the issues we faced with a different platform. I am considering reaching out to the BBB, the Consumer Protection Agency, and my legal counsel to address this matter. Additionally, I plan to inform other members within the home rental community about these developments and may advise them not to confirm reservations until this situation is rectified. The decision to implement an additional 3% fee is simply beyond comprehension. I urge you to reconsider these changes promptly. Sincerely, D. Ferguson
Reported by GetHuman3463844 on Donnerstag, 22. August 2019 04:48
Dear VRBO Agent, I need assistance regarding reservation # HA-PTFNOO for an apartment in Golden, BC, Canada, owned by Marie-France Lessor from August 23-25, [redacted]. I promptly cancelled the reservation right after booking due to a currency discrepancy. I have been in touch with the owner who refunded the $[redacted] deposit and directed me to discuss the matter with you. Regrettably, I am unable to contact the owner as the app no longer provides me with the necessary details. During the booking process through the VRBO app in Canada, the total cost, including the deposit, appeared to be around $[redacted], which in reality was approximately €[redacted] plus the deposit. However, upon payment confirmation, my credit card was charged $[redacted].38 CAD, an amount that exceeded our budget. I cancelled the booking within 5 minutes. It seems the app did not clearly differentiate between US$ and CAD$. Since I logged in from Canada, the currency display was misleading, resulting in this confusion. I appreciate the refund of the $[redacted] deposit so far. Could you please clarify how much of the $[redacted].38 charged amount will be reimbursed and provide a timeline for the refund? Thank you for your attention to this matter. Sincerely, Thekla
Reported by GetHuman-theklar on Freitag, 23. August 2019 05:29
Dear VRBO agent, I am writing regarding reservation # HA-PTFNOO for an apartment in Golden, BC, Canada, owned by Marie-France Lessor, scheduled for August 23-25, [redacted]. Unfortunately, due to a family member falling ill, I had to cancel the reservation immediately. I canceled within 5 minutes of booking due to a currency discrepancy. Despite multiple attempts to contact the owner, Mrs. Lessor has refunded the $[redacted] deposit and directed me to resolve the issue with you. Regrettably, I am unable to reach the owner as her contact information is no longer accessible on the VRBO app. During the booking process via the VRBO app from Canada, the total amount, including the deposit, was $[redacted], approximately [redacted]€ + deposit. However, upon agreeing to pay in dollars, my credit card was charged $[redacted].38 CAD, or [redacted]€ + deposit, exceeding my budget. I promptly canceled the reservation. It appears that the app did not clearly differentiate between USD and CAD, leading to the confusion. I canceled within minutes to rectify the error. I seek clarification on the refund for the remaining amount of $[redacted].38 CAD. Kindly advise on the reimbursement process and timeline. Thank you for your attention. Best regards, Thekla
Reported by GetHuman-theklar on Freitag, 23. August 2019 05:39
I have been receiving emails from VRBO regarding a recent guest, Amanda G., who stayed in my unit VRBO [redacted] from 7/27-8/3/19 requesting a full refund. I declined her request. Initially, I offered a $[redacted] discount for my oceanfront studio condo. Upon check-in before the agreed time of 2 p.m. and before the unit was cleaned, Amanda called my place a "dump" and was disrespectful. I offered her a full refund if she left on 7/27, which she refused. She persisted with refund demands via email and harassing calls, which I did not entertain as she stayed the entire week. I returned her $[redacted] deposit but will not refund her stay's cost as she stayed the full duration. My condo has received positive reviews, and Amanda seems to be seeking a free stay, which should not be supported by VRBO or myself.
Reported by GetHuman3470352 on Freitag, 23. August 2019 13:33
There have been concerning reports of criminal activity linked to a property listed on VRBO. The property owner, who is under a protective order for threatening neighbors, is using the rental income to cover mortgage payments. This individual has a history of alarming behavior, prompting a protective order against him. It's alarming to know that he is generating profit from the property by potentially allowing other criminals to rent, engaging in illegal activities, and not fulfilling tax obligations. There is a call for stricter measures, such as conducting background checks on occupants before renting out properties in residential areas to ensure safety and compliance with regulations.
Reported by GetHuman-msksarv on Sonntag, 25. August 2019 23:52
My premier status was removed in June supposedly due to my acceptance rate being under 80%. Upon reviewing my booking history from April 1, [redacted] to April 30, [redacted], I had 19 bookings and only declined 1, which is around 94%. I discussed this with a representative in July, and we couldn't pinpoint where the discrepancy in the acceptance rate arose from. Despite expecting a follow-up call, I never received it, and my acceptance rate remains at 75%. I have downloaded all reservation data from VRBO and noticed that manually blocked dates are being marked as canceled once unblocked. Additionally, the calendar no longer imports blocked dates from other calendars, leaving me unable to block dates effectively, possibly impacting the usage of instant booking on Homeaway sites.
Reported by GetHuman3487504 on Montag, 26. August 2019 23:35
Hello, we are a family of five staying in Mijas, Spain for 19 days. The manager never came to see us, and we needed certain items like a vacuum for the entrance rug and living room. We also requested an extra key for our 18-year-old son, but all our requests were denied. We left the apartment clean and undamaged, but upon returning to Canada, the manager charged us [redacted] euros for allegedly staining four IKEA towels. This is untrue as we brought our own towels from Canada. After 18 days, she left us a negative review on VRBO because she found out we reported her behavior to Abritel, telling the truth. We are shocked at how we were treated and simply request a refund of the [redacted] euros taken unjustly. Our rental number is [redacted], reservation ID HAVHGDYK for the period from July 20th to August 8th, [redacted]. We submitted the details to Abritel nearly two weeks ago but have not heard back. We appreciate your understanding. Thank you.
Reported by GetHuman-fbeng on Dienstag, 27. August 2019 02:20
I have been in contact with the host regarding a reservation issue. Upon making a payment and receiving a confirmation email, the host claims they did not confirm the reservation or receive any payment. Our conversation is as follows: Host: My apartment is free from 14-18. Me: I booked from 11/8 to 18/8, is it not available from 11/8 to 14/8? Host: Unfortunately, it's busy until 14 noon, available from 14/8 to 18/8 midday. Me: I already paid for one week from 11/8 to 18/8 through your website, did you cancel my reservation? Please confirm quickly. Host: I did not confirm or cancel, why did you pay? After trying to initiate a refund with the booking website, I was informed that the host had confirmed the reservation and received payment. The host claims they did not confirm and canceled twice without compensation and is unable to contact anyone for assistance.
Reported by GetHuman-bnalr on Dienstag, 27. August 2019 16:34
Property #[redacted] Reservation ID HA-V9BTZ6 I haven't canceled a reservation with VRBO before, but I must do so now. This morning, my brother-in-law informed me that my sister has been diagnosed with Alzheimer's. This news means we have to cancel our long-standing family reunion trip. My sister struggles with traveling and feels disoriented in new places. The reservation is under my name, but it includes my wife, sister, brother-in-law, brother, and sister-in-law. Given my sister's condition, my family has decided to cancel the trip. I've reached out to the property manager, who offered sympathy and suggested contacting VRBO directly at the [redacted] number to cancel the reservation. I'm unsure about the next steps and how to secure a refund for our reservation. Any guidance on the process would be appreciated. Thank you for your assistance. Sincerely, Dennis G.
Reported by GetHuman3497886 on Mittwoch, 28. August 2019 19:24
During our stay at the condo located at 24 H Street, New Hampshire, we encountered a severe cockroach infestation. Despite staying for 3 nights, I only noticed the issue on our last night there. I have captured videos of the cockroaches in the kitchen and living room. I have requested a refund from the owner, who admitted to the roach problem and mentioned having an exterminator on the day of our departure. The owner promised to contact me on Monday but has not followed up or replied to my message. I am eager to discuss this matter with a representative to provide more details about this distressing experience. I am seeking a refund from the owner and seeking guidance on how to leave a review to caution others.
Reported by GetHuman-traci_sa on Donnerstag, 29. August 2019 01:53
I had a trip planned to Cherueix, France via VBRO which turned out to be a disappointing experience due to several issues. Despite choosing a rental with amenities such as laundry and Wi-Fi, we faced challenges with access to the property, receiving information from the owners, and additional unexpected charges. The communication with the owners was lacking, resulting in inconvenience upon our arrival. The amenities promised were not easily accessible, and we encountered issues with operating appliances due to the owner's reluctance to help. Our attempts to clarify the charges levied by the owner proved fruitless, as unjustified fees were deducted from our deposit. Our previous experiences with vacation rentals through VBRO have been positive, and we feel that this particular incident was unfair and misleading. We have reached out to VBRO to request a refund for the charges incurred and hope for a resolution. Thank you for your assistance. - Pamela W. from Paducah, Kentucky.
Reported by GetHuman-whinnery on Freitag, 30. August 2019 18:44
I stayed at VBRO property #[redacted] in Cherueix, France, managed by owner Michele Jesuspret, for a reservation from August 22-24, [redacted]. Despite our positive experiences with VBRO in the past, our recent stay in Cherueix was disappointing. After encountering issues with communication and unexpected charges, we feel Mrs. Jesuspret took advantage of us. We were promised amenities like laundry and Wi-Fi, but both came with additional fees and restrictions that were not disclosed upfront. The lack of proper instructions for appliance use and the unjustified damage deposit deduction left us feeling unsatisfied. We hope for a refund of the deducted amount and greater transparency regarding hidden costs in the future. Thank you, Pamela Whinnery.
Reported by GetHuman-whinnery on Freitag, 30. August 2019 18:47
I rented a house with the expectation of beach access based on the owner's promise in a message mentioning the "Love Lake Harmony beach." We were denied access as the owner was not a member of the association, which greatly impacted our family vacation. Despite having proof of our conversation showing false advertising, I was unable to address the issue immediately due to family matters. The owner even left a review while I missed the chance to do the same. This situation was aggravated by the owner misleading us about beach access for a fee. I have reached out for a refund but have not received a response, holding a confirmation from that call. If this matter is not resolved promptly, my next step is seeking legal assistance. Thank you, Adriana.
Reported by GetHuman-diazage on Samstag, 31. August 2019 02:55
During the week of the Bastille Day celebration, my family of 4 (2 adults, 2 kids ages 9 and 11) had the pleasure of staying in the Rue des Beaux-Arts flat. This stunning apartment exceeded all our expectations. The highlight was the breathtaking view of the Eiffel Tower from the balcony, where we savored evening glasses of wine watching the tower sparkle with lights. The apartment also offered charming views of Parisian rooftops on the opposite side. Situated on a quaint street, the location was ideal for exploring Paris, with the Seine River just north and lovely cafes and a grocery store a few blocks away. The layout of the flat was well-designed with two bedrooms, each with its own bathroom, on either end of the living space. The fully equipped kitchen, complete with a rolling grocery cart, made dining in convenient. Our check-in with the local manager was smooth, and all amenities were in excellent condition. The apartment provided a secure and comfortable retreat with thoughtful details such as storm shutters for undisturbed sleep. Every aspect, from the comfortable beds to the Parisian decor, made us feel truly immersed in the city's charm. We look forward to booking this exceptional flat on our next Parisian adventure.
Reported by GetHuman-detgoldm on Dienstag, 3. September 2019 13:42
One of my recent guests, Diane, just checked out and it was a challenging experience. Unfortunately, she did not follow my house rules, brought two dogs without paying the necessary fees, and left wet pee pads all over the place before leaving with both sets of house keys. She even called and harassed me repeatedly before I blocked her number. Despite this, I have consistently received positive reviews from other guests, including one most recently on August 31st. I have been a Superhost with Airbnb since [redacted] and this situation with Diane has been one of the worst in my hosting experience. I am seeking support from Airbnb in handling this situation and I hope for a resolution as a newer host. Additionally, the current phone wait time with Airbnb is exceeding 20 minutes. Thank you.
Reported by GetHuman-leofullm on Mittwoch, 4. September 2019 00:29
We recently had professional photos taken and tried to upload them onto the site. However, we encountered an issue where all pictures displayed a red triangle with an exclamation point due to not meeting the image dimension requirements. Despite most of our photos being 5472px x 3648px or 3648px x 5472px, the upload was unsuccessful. We are struggling to understand why this is happening. We appreciate any assistance to resolve this problem and successfully upload our images. Thank you for your help.
Reported by GetHuman3559548 on Montag, 9. September 2019 17:04
During our stay at residence ID HA-VTBG8Q in Hilton Head, we were evacuated after just two days. I reached out to the owner regarding a refund, but have yet to receive a response despite multiple attempts to contact them through various means. We were forced to leave due to the circumstances, so I am seeking a refund for the two days we did not stay and also any damage deposit. If I do not hear back soon, I may consider disputing the charge through my credit card company as it has been a week without a resolution. Thank you.
Reported by GetHuman3571542 on Mittwoch, 11. September 2019 16:56
This summer, I rented a vacation home from VRBO for the second time. Unfortunately, both properties had safety issues with the stairs. Despite informing them about my need for crutches, the Warren house had two dangerous sets of stairs. The exterior steps were particularly hazardous with uneven treads. Inside, the stairs were narrow, and the railing didn't extend the full length. Moreover, the mustiness of the Warren house caused coughing and sneezing, resulting in congestion that only cleared up when outside. Following the departure instructions proved tricky due to a malfunctioning thermostat dial. These experiences have made me hesitant about using VRBO for future bookings.
Reported by GetHuman-marjmont on Sonntag, 15. September 2019 17:02

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