VRBO Customer Service Issues

I recently booked a vacation rental on Vrbo that turned out to be someone's residence. There are multiple non-functioning appliances, and the owner's personal items are still present in the unit, including the refrigerator. We are unable to cook or unpack due to the locked cabinets and unusable stove. I have requested a refund for the nights we won't be staying here, but the owner directed me to contact Vrbo instead. This situation is extremely disappointing and not at all what I expected from a Vrbo rental. I am now left scrambling to find alternative accommodations where we can prepare our own meals. After traveling halfway around the world, this experience has been frustrating, and as a long-time user of Vrbo, I am considering exploring other options in the future.

I made a reservation for an apartment in Auckland, NZ from March 6 to 20, [redacted]. My reservation number is HA-5BV7KN[redacted]ha. Unfortunately, the property manager abruptly canceled my booking with no explanation, which I find unacceptable. I've encountered similar issues with various VROB properties for these dates, with all owners either blocking their calendars or significantly increasing their rates due to the America’s Cup event in Auckland during that period. The rates have gone up from $[redacted] to $1,[redacted]. It seems like there may be an issue with overcharging by property owners during this popular event.

I rented a property that looked nothing like the pictures on your website. There was construction work happening right outside, making it impossible for my kids to play outside safely. The driveway and landscaping were gone, and the two-car garage listed on the site was unusable. The place wasn't clean when we arrived - beds were slept in and there were dirty towels in the bathrooms. Despite the owner quickly addressing the cleanliness issues, $[redacted] worth of our food went missing after the cleaning. The owner promised a full refund for a day but hasn't followed through yet. He asked for my full name and address to send the money, but I'm hesitant to provide that information. He's claiming different refund policies, but I want a quick resolution. I have photos of the construction and the damage to my rental truck caused by the construction site.

Hello, I made a reservation at the Mercure hotel in Amsterdam for October 4th to 5th. Upon arrival in the morning to drop off our belongings, we were informed our room was not yet prepared. We returned late at midnight to retrieve our room keys and luggage only to find out they had overbooked and had no room available for us. I kindly request a refund for the charge since we did not receive the accommodation we had paid for.

I have a confirmed reservation with VRBO for property number #[redacted] in Prescott, AZ. The reservation code is HA-HCD1KD. I have reached out to the owner via email but have not received a response yet. Normally, I have had good experiences with VRBO. Unfortunately, I do not have the owner's phone number, and when I called [redacted], they were not available to take my call. I require information about the property, such as its location, the lockbox number, WiFi access, and any other essential details. I am worried because I cannot contact anyone for the necessary information that I have typically received in the past. Your prompt response would be greatly appreciated.

I submitted my property on VRBO on 10/02/19. After receiving confirmation of its publication, I searched for it but couldn't locate it. Despite contacting customer service twice on 10/8/19, I haven't received any clear answers or solutions. They mentioned sending it to their search team but provided no further contact information or support. I've already paid $[redacted] for a full year's subscription on the first day, yet my listing is still missing. I'm considering deleting it and trying again, but I'm unsure if that will resolve the issue. I am seeking a refund for the subscription fee but haven't been able to get a clear response from anyone at VRBO.

Good evening, I made a reservation for Property ID: [redacted] (Mariners Cove, Treasure Cay) owned by Lance and Nicole Haskins from November 17 to November 28, [redacted] with Reservation #: HA-MMCRY6. I see that $[redacted].50 has already been paid. Unfortunately, due to Hurricane Dorian, the property suffered damage. Nicole Haskins informed me directly about issuing a refund, indicating that around $[redacted] was due. Apart from the initial $[redacted].50 payment, I also paid an Accidental Damage fee of $59.00. I am seeking guidance on how to resolve this matter. Regards, Terry Dagg

I have noticed a VRBO fee on my Bank of America credit card statement dated 10/8/[redacted]. The charge is from www.HomeAway.TD and is linked to a 91-day rental search I conducted on the VRBO website for a 2-bedroom condo in Daytona Beach Shores, FL. Despite not finding a suitable rental through VRBO, I ended up booking with Oceans Luxury Vacations. The $[redacted].00 VRBO fee is unjustified as I did not receive any services from them. I request the prompt removal of this unauthorized charge. Thank you. - J. Baranowski

I made a reservation for my daughter's wedding in Fripp SC from October 16-20, [redacted]. The owner contacted me via the VRBO app, which I didn't regularly check assuming autopay was in place after the initial payment. To my surprise, the owner cancelled the reservation due to accidental double booking. He mentioned refunding $[redacted].40 four weeks ago, but we can't locate it in our debit card transactions. I request a detailed transaction history for this reservation, including the last 4 digits of the card used. This situation is extremely inconvenient, especially nearing my daughter's wedding. I seek prompt assistance during this special time.

Hello, I have been attempting to modify the dates for a reservation I recently made on VRBO. I initially booked for 1/23/20-1/30/20 but now need to adjust it to 1/22/20-1/29/20. The property owner has consented to this change, but they have advised me to reach out to you directly to update the dates on reservation HA-QNNJ4K. I have already communicated with a VRBO representative regarding this matter. Kindly assist me in making the appropriate updates. Thank you. Sharon Windebank

I have been attempting to reach VRBO and have had no luck connecting with a live agent. The online portal does not offer a solution to my issue, leading to multiple frustrating hold times of 13, 15, and 31 minutes. Eventually, when the call was transferred, there was no agent available. I need to change my password, but due to a mishap by a representative who changed my email, I am unable to access my account. The representative did not allow me to speak to a supervisor, kept me on the call for almost an hour, and was argumentative. Consequently, I am now worried about missing potential bookings. I am eagerly awaiting a response from VRBO.

Since Vrbo began remitting Virginia sales tax directly to the state, I have felt uneasy as some of our rentals are not within the Vrbo system. They are either direct bookings or through portals like Airbnb. I want assurance that I am remitting the correct amount to the state. Ideally, I would appreciate receiving regular (monthly, if feasible) reports on the payments made by Vrbo to the Virginia Department of Taxation. If this is not possible, I would like confirmation that Vrbo will provide a comprehensive report at the end of the year regarding the amounts remitted on my behalf. Could you confirm if this will occur and when I can anticipate it? I would also like to propose that Vrbo consider issuing these statements quarterly, or ideally monthly. Anyhow, I am eager to discuss this matter with a knowledgeable individual.

Dear VRBO Team, I made a booking for property #[redacted] with reservation ID #HA-QRWGT2 on October 18. I recently checked my Visa statement and the Payment Receipt page I printed, and it seems Payment 2 of $1,[redacted].84 due on January 25, [redacted] shows as "Paid" already. This is confusing because I expected this payment to occur on the due date in January. The Payment 1 made on October 18 for $[redacted].28 aligned with the schedule, but the early Payment 2 has left me perplexed. The discrepancy in payment dates has raised concerns, especially since the receipt also indicates it was paid. I have always trusted VRBO based on recommendations from friends, and this experience has left me uncertain. I would appreciate clarification on why Payment 2 was processed early. Thank you for your assistance. Sincerely, Jerry Spinak

This is an urgent matter and follows up on my previous Twitter message. Last night, I attempted to book the Lily Pad Apartment in Bidford-on-Avon for September 26, [redacted], for 3 nights. After entering my MasterCard details, the rates changed three times, prompting me to review the booking each time. Despite these attempts, the booking did not go through. I subsequently booked the same apartment through Stayz without any issues and received confirmation after using a different credit card. However, I now have three pending entries on my credit card statement from VRBO, each for AUD$[redacted].72, with references HA3C17X5, HAHTCY2Z, HAMPFY7R. I kindly request the immediate reversal of these charges; otherwise, I will have to report them as fraudulent to my bank. Thank you for your assistance. Yvonne B.

I made a reservation for 3 days, but upon my arrival, I was placed in the wrong unit. It took a whole day for them to acknowledge the mistake. I experienced a power outage at 3 am and had to find another hotel as no one responded to address the issue. The bedding was missing, the bathroom was unsanitary, and the second unit I was moved to was also unclean with used towels and dirty dishes. I reached out to the owner expressing my discomfort and decided to leave a day early. I am still awaiting a response from the owner and am hoping for a refund for the two nights I missed due to these circumstances. Thanks, G. Cameron

I tried to book a property in Kissimmee, FL on 10.04.19 through the VRBO website for October 11 - 13, [redacted]. After multiple unsuccessful attempts due to payment issues, I contacted VRBO customer service ([redacted]) where a representative was unable to process the reservation despite trying with a different credit card. Following this, I discovered unexpected charges on both credit cards from VRBO totaling $2,[redacted].92. Despite contacting VRBO multiple times, they deny responsibility for the charges attributing them to the property owner or partners. However, all charges clearly indicate VRBO on my statements. I have since filed disputes with my credit card companies, but one is still resolving the issue while the other claims the charges stand due to VRBO's no-refund policy. The lack of resolution and denial from VRBO have left me dissatisfied and seeking a fair solution.

Address: [redacted] Frantz Road, Miami – Southwest Coconut Grove Listing Number: [redacted] Updated: 11-16-19 The house we rented through VRBO had serious maintenance issues and lacked proper attention. Contact with the owner was unresponsive, and VRBO's attempts to assist were insufficient. The property had numerous problems, including a malfunctioning hot tub, refrigerator, coffee maker, and more. We faced significant inconveniences and financial losses due to these issues, impacting our planned trip activities. Communication and repairs were delayed, adding to our frustrations. Overall, this rental experience was extremely disappointing, and we strongly advise against renting any property managed by Adriana Arnal or listed on VRBO/Home Away.

I attempted to book a cabin rental on 11/14 and encountered issues with VRBO's app. Despite being notified the initial rental was no longer available, I was charged twice for bookings due to a software glitch. VRBO stated I must contact both owners to cancel one booking, but both are refusing refunds. One owner has agreed to try relisting the property, but if it remains unbooked, I'll be charged. I believe this is an app error, not my mistake. Urgently seeking solutions to cancel one booking. The reservation number is HA-RXBV7H. Thank you.

Hello, I am Sharon Burke, the Host of Vale View Residences. I have been notified by management that we are moving in a different direction regarding accommodation, and I am asked to discontinue this account. Kindly unsubscribe our listing. For Ms. Haley, we will still honor the existing January booking. Thank you for all your efforts. Feel free to contact us at 1-[redacted] and ask for Mr. David Degg. Best regards, Sharon Burke Vale View Residences

We have a reservation through VRBO, reservation number HA-61BN6y, from December 3rd to 15th. There was an issue with the booking where the owner agreed to $[redacted]/night but VRBO charged $[redacted]/night initially. I received a refund of $[redacted] on my credit card for the difference, but I noticed that I haven't been refunded the service charge and lodging tax differences. The service charge difference is $[redacted] vs. $[redacted], and the lodging tax is $[redacted].50 vs. $[redacted].50. Additionally, I was double charged $59 for insurance by both VRBO and CSA-GGA. By my calculations, I am still owed a total refund of $[redacted] ($[redacted] for fee differences and $59 for double insurance charges). The owner has approved the refund but mentioned I should go through VRBO to process it. Thank you.