VRBO Customer Service Issues

Hello, I would appreciate some assistance. I have recently been assigned as the new Manager of Emerson Paradise Villas in Discovery Bay, St. Ann. Unfortunately, I am unable to access the VRBO account because the previous manager is unreachable. We wish to keep listing our property and working with you. Can you please provide guidance on how I can gain access to our account, make new configurations, and update the existing information? Thank you, A.H.

Hello, I made a reservation for family accommodation at [redacted] Ocean Dr, Miami Beach, FL [redacted]. The studio apartment had a view of a courtyard restaurant (not mentioned in the ad). The loud music from the restaurant, starting at 7:30 am until 2 am, made it impossible for us to sleep properly due to the noise level. We had to leave our stay after the first night since we couldn't rest. We sought assistance from the property manager, Lyndon Ontivero, but he was unhelpful. He mentioned he only showcases the property and doesn't own it. He offered us another stay, but since we are from Ireland, it's not feasible for us to return just for a weekend. We had to pay for both VRBO and a hotel, turning our trip into a stressful experience. We request a refund as we feel entitled to it after the unpleasant stay. We believe the advertisement misled us, and we hope for a resolution soon. Thank you.

As a loyal customer of VBRO, I have made bookings in various countries. Recently, I reserved a place in Australia (#[redacted]ha) and was initially given a total of AU$[redacted], which later changed to AU$[redacted].20 during the booking process. I am puzzled by this price difference and would appreciate clarification. If this adjustment is due to VAT or GST in Australia, I believe it should be consistently applied to all rentals within the country. I seek an explanation for this discrepancy to better understand the charges. Regards, GKW.

Hello, I have a booking in Cardrona, New Zealand from December 31st to January 3rd. I have been trying to contact the property owner for details, as we are leaving Canada soon, but have not received a response. The website has not been updated with specific information about the condo for a while. My reservation ID is HA-Z38FQ2. I made the second payment requested by the owner on November 24th and am fully paid. However, on the VRBO app, it shows that the property has been removed at the owner's request. I am traveling with three children and am concerned about arriving on New Year's Eve without accommodation. Can you please verify if the rental will be available and assist me in contacting someone? Perhaps the owner has temporarily taken it offline for future bookings.

I am encountering a technical problem with the managed booking steps. I booked a reservation online with ID#I4B1UPH and now need to cancel it. However, when I try to access the Manage Booking tab, it is unclickable, and there is no option to cancel the booking. This issue seems specific to this property as I have not faced similar problems with other bookings. I have attempted troubleshooting by rebooting and changing browsers, but the problem persists. Unfortunately, I have also tried contacting the owner twice without receiving a response.

On November 8th, I booked a room at the Marriott Hotel in Kelowna, BC, Canada through the VRBO website with Reservation ID: [redacted][redacted]. I immediately received a booking confirmation in American funds instead of Canadian. I contacted VRBO to cancel and redo the booking in Canadian funds. After a long chat with a VRBO representative, I was told to contact the hotel for a refund. The hotel directed me back to VRBO, where I was given case number [redacted]3. Unfortunately, VRBO mistakenly closed the case, leaving me without a reservation or a refund. I am disappointed with the handling of my issue and I am requesting a full refund due to the confusion caused by VRBO's customer service. Thank you - Barbara VanEe

We rented a condo in Jacksonville Beach through VRBO. The owner asked for a $[redacted] damage deposit. We booked in May [redacted] and stayed over Thanksgiving in November [redacted]. The manager wanted to inspect the condo when we arrived but only gave us the door code as she was busy with Thanksgiving dinner. She never came to inspect the place. After leaving, we were accused of damaging the stove, even though it was scratched when we arrived. The owner kept the $[redacted] deposit claiming we damaged the stove. VRBO refunded the deposit without investigating. Despite contacting VRBO's helpline and Trust and Safety, we received no help. As an owner and renter on VRBO for 8 years, I feel unsupported as a renter in this situation. VRBO should have protected me by investigating before returning the deposit to the owner.

I encountered a distressing situation upon my arrival at my VRBO apartment in New York City on December 10th. Despite receiving an email with a "key" and confirmation (Reservation HA-T53V48), I was unable to access the property. Being a solo female traveler, I felt panicked, especially with limited hotel availability during the holiday season. I tried contacting VRBO through their app but found it unhelpful and frustrating, only leading me back to the website or providing the host's cell number. After multiple attempts, the host finally responded, informing me that the apartment had been rented to someone else as VRBO had not contacted him about my reservation. Finding myself stranded in NYC at night was a scary and inconvenient experience. This level of unreliability and lack of effective customer service is unacceptable. I demand a full refund and reimbursement for the additional cost of a last-minute hotel room. Regrettably, this experience puts into question my future bookings with VRBO, including an upcoming Italy vacation I was planning. I request to speak with a VRBO supervisor regarding this matter and can be reached at [redacted]. If unavailable, kindly provide the supervisor's contact information. Thank you. Sincerely, L.K., Esq.

As a homeowner, I have not received payments from my tenants since September 12, [redacted]. Despite my tenants paying Vrbo, the rent has not been disbursed to my account. I have tried utilizing the 'Help function' on the site without success. The latest response I received was a payment request for Reservation ID's HA-Y4HLT2, HA-NHSWTW, HA-2QBZQQ, HA-ZGMGV6, HA-7ZBRGH, and HA-7Q4CHT in the amount of $6,[redacted].96 submitted on 12.12.[redacted] for processing at the corporate office, with a 6-week processing timeframe. Waiting this long for payment is impacting my business negatively. I await your prompt response. Regards, Frederik B. Frederiksen Denmark

I have not received payment since September of this year. Recently, the billing specialist, R****, informed me that they appreciate my patience and have submitted a payment request in the amount of $6,[redacted].96 for Reservation ID's HA-Y4HLT2, HA-NHSWTW, HA-2QBZQQ, HA-ZGMGV6, HA-7ZBRGH, and HA-7Q4CHT on 12.12.[redacted]. They mentioned that it may take up to six weeks for processing and assured me that I will receive an email notification once the payment has been sent. I understand the delay has been frustrating, and I appreciate their efforts to resolve the issue. It's challenging to operate a business without receiving rental payments on time. Despite the inconvenience, I hope the payment will be processed promptly as Yapstone has been reliable for many years, and these recent issues are unexpected.

Dear Customer Service, I recently noticed two charges on my credit card statement that I did not authorize for my stay at Wild Dunes property from 1/1 to 3/1/[redacted] with ID [redacted]. The charges are as follows: Red Sky Travel insurance for $[redacted].00 and Red Sky Damage insurance for $69.00. I am requesting a refund of $[redacted].00 to be credited back to my Visa card. I will be contacting my credit card company to dispute these charges, but I would appreciate it if you could confirm that the refund will be processed promptly. I did not request or authorize these services during my stay and wish to have these amounts refunded. Thank you for your attention to this matter. Sincerely, C.Z.

The owner has not responded within 24 hours, and my credit card was charged for the accommodation deposit. My inquiry is still pending, and I am unable to cancel or withdraw it through the VRBO website. I assumed that if the owner did not take any action, VRBO would automatically decline the request, allowing me to submit a booking request for a different property. I am unsure how to proceed and cannot locate a suitable email address for customer support.

Good evening. I am concerned because a reservation with ID: HA-M457YB was confirmed for me from December 28, [redacted], to January 5, [redacted]. The property ID is [redacted]ha. I have been unable to reach the property manager, Mr. Juan Mondragón, as his phone goes straight to voicemail, and a message on WhatsApp indicates it's a business account not yet verified by WhatsApp. This situation is unsettling as we were looking forward to a family vacation. If communication cannot be established, please provide instructions for a full refund of the reservation amount.

We tried to reserve a unit, made the payment using a credit card, and later found out the unit was unavailable. Subsequently, we booked another unit for the same dates, but the first booking was charged to our American Express card for $[redacted]. The booking confirmation number is HA-YYXDCG. Upon reaching out to the owner, they mentioned that the unit should not have been listed on VRBO as it was not available. We are requesting a reversal of the charges.

My listing number is #[redacted]. We already have 5 bookings, and the first guests arrived yesterday. I've finished setting up my listing, submitted the W-9 form, and provided my bank details for rental payments. However, I haven't received any payment yet. I was under the impression that payments were processed upon check-in, but it looks like that's not how it works. I appreciate your assistance in clarifying the payment process for me. Thank you, Sherry and Glenn Bruno.

I am inquiring about VRBO #[redacted]. We have five bookings arranged, have submitted our W-9 form, and provided our preferred account for rental payment deposits. Our initial guest checked in yesterday, and I am unsure when we will receive payment for the rental. Being new to this experience, I couldn't locate this specific detail on the website. Kindly inform me of the timeline for transferring payments to our account. Thank you.

On the evening of December 25th, [redacted], I, D. Ennis, attempted to rent an apartment in Monterosso, Italy, with reservation number HAZMhavmy. However, the transaction did not go through on the VRBO website. The next day, I rented a different apartment with reservation number HAZJGV27. Later, I discovered that the first reservation had actually gone through without all the required information. I am now seeking a refund for the first unit. Please reach out to me via WhatsApp or email at [redacted]

I attempted to reserve an apartment in Monterosso, Italy on January 25th through VRBO. However, I encountered an issue with the 4-digit code, HAZMHVMY, making it impossible to complete the booking. The following day, the initial apartment was no longer available, so I booked a different one with the code HAZJGV27. I have already stayed in the second apartment and will be there again tonight. Since both apartments seem to be owned by the same person, I believe the first booking was misleading. I am hoping for a refund for the first apartment. Please contact me at [redacted]

I have a booking for April 3-7 and would like to extend it until the 9th. I cannot find the option to extend and don't want to cancel and rebook to avoid extra fees. Even when trying to book the extra days separately, additional fees are applied. The owner suggested extending online, but I'm unsure how to proceed without incurring extra charges. Thanks for any help!

My husband used this chair for the first time last night, and it collapsed under him. Luckily, he wasn't injured. It seems the cross-brace connecting the legs was missing. He only weighs 180lbs, so it's surprising. Two other chairs are also loose when sat in. I've never had this issue at a vrbo rental before and wanted to bring it to your attention. I don't think we should pay for the chair since it was damaged before we got here and clearly not safe for use.