VRBO Customer Service Issues

We are seeking to cancel our reservation and receive a full refund due to restricted travel/COVID-19 concerns. Our group includes our 10-year-old son with asthma and my 76-year-old father who is a stroke survivor. Due to these circumstances, it is impossible for us to travel. Despite speaking with Vtrips three times, we initially were only offered the option to reschedule with potential cost differences. When we contacted a different representative today, we were advised to reach out to VRBO for a decision that Vtrips would honor. While we would prefer to be enjoying sunny Florida over cold Ohio, we must prioritize our health concerns. We have been loyal VRBO customers and had positive experiences in the past, including a recent trip to Big Sky MO. Your assistance is greatly appreciated.

I received a cancellation request through VRBO for a guest cancellation. I was instructed to accept the cancellation request for it to be processed. However, upon reviewing the request, I found that VRBO had already cancelled and refunded the guest citing it was per my Rental Agreement policy. It seems VRBO did not consider the Rental Agreement I have on their site, which the renter accepted when booking the reservation. I initially received an email requesting action on the cancellation, followed quickly by another email stating that no further action was needed from my end as the booking was cancelled. I am displeased with the way VRBO has managed this issue and am considering taking my listing elsewhere. I hope to hear back from you regarding this matter. My property listing is [redacted]. Thank you, D. Tinder

I had to cancel my reservation due to COVID-19 and informed the owner that I am unable to reschedule. They refuse to provide a refund and insist on giving me a credit that I won't be able to use. This goes against the policy I read on the website which states a minimum 50% refund for cancellations related to COVID-19. The policy requires partners to offer at least a 50% refund if new stay dates cannot be arranged to avoid penalties. This rule applies to all cancellations for stays between March 13 and April 30, [redacted], regardless of the original cancellation policy. I hope this issue can be resolved so I can use the funds for a different vacation rental once travel conditions improve.

I am reaching out regarding reservation ID HA-BQR2NF for this upcoming Thursday, March 26th to March 29th. Due to the current 14-day travel restrictions imposed in Indiana as of midnight today, I find myself unable to proceed with my plans. I have attempted to discuss alternative dates or a partial refund with the property owner, but unfortunately, their response threatened a complaint if I continued to communicate. As a healthcare professional working as a CT/Radiology Technologist, my role is crucial in patient care, requiring my constant availability to address staffing needs. I am disappointed by the lack of cooperation and understanding from the owner in these unforeseen circumstances. Despite my efforts to resolve this amicably, I am now turning to VRBO for assistance in finding a solution promptly.

I recently spoke with a customer service agent regarding property number [redacted]. A guest requested a cancellation due to Covid-19, and I refunded the full amount as I couldn't locate the 50% refund option and the reason for the refund (related to Covid-19). After encountering issues with the website, I eventually clicked the cancellation button. It appears I completed these steps in the wrong order, and now my dashboard displays a 15% cancellation rate, despite providing a [redacted]% refund for a request for 50%. It's frustrating that I don't receive credit for the full refund and now have a negative impact on my cancellation rate, especially considering the low number of bookings I have through this platform.

I have been booking vacation rentals through VRBO for many years without any issues, and I plan to continue using their services when it's safe to travel again. However, I am having a problem with the property owner regarding my refund for Property #[redacted] with Reservation ID HA-7XP3FZ. The communication between the owner, Joann Van Vliet, and myself has been challenging as she is not willing to provide a credit or refund for my canceled reservation due to the pandemic. Despite my requests, she insists that I contact my travel insurance for a refund, which I did not purchase at the time of booking. She mentioned that she cannot accommodate my request for credits or extra nights and referred me to my insurance policy for any refunds. I believe that according to VRBO's Covid-19 Emergency Policy, I am entitled to either a refund or credit. As of now, I am requesting a full refund from the property owner. I hope to resolve this matter promptly and appreciate your assistance. Thank you, Victoria Baars

Our group of five adults, all in our mid-70s with two of us considered medically vulnerable, booked a stay in Siena, Italy. My friend, Bob K., made the reservation for VRBO Property #[redacted]ha, Reservation ID HA-Y2WM2C, for September 19-26, [redacted]. Due to the global pandemic and the impact of Covid-19 on Italy, we contacted the host to cancel our reservation. Unfortunately, the host declined and only offered a voucher for a future stay in September, citing Italian law. Because of health concerns, especially for the vulnerable members of our group, we are postponing travel until a safe and effective vaccine is available. Our intended trip was for five weeks, and all other reservations made with different companies have been refunded except for this one which has kept our [redacted] Euros deposit. We are requesting the refund to be processed for Bob K. promptly. Your assistance on this matter is greatly appreciated. - Ellen A. W.

I canceled a booking on March 19th. I contacted the home owner, who assured me of a full refund and asked me to await a call from VRBO. I then canceled with VRBO on the same day, and they mentioned they would reach out to the home owner to start the refund process. However, after that, I did not hear anything. On March 31st, I contacted the home owner again, who informed me that they had not heard from VRBO. So, I called VRBO again, obtained a case number, and they informed me that the refund would take 5-10 days. Shortly after, I received a notification from VRBO that the refund was being processed, but then was given another timeline of 7-10 days when I called VRBO. When I requested to speak to a supervisor, I was told none were available and that they would call me back in 72 hours (3 more days). We are also facing difficulties due to the effects of Covid-19 and are eager to receive our refund. It is frustrating as VRBO had no issues charging our credit card instantly when we made the reservation.

Your Review Requires Revision Thank you for your review submission. Before we can publish it, some modifications are necessary to meet our guidelines. The current impediment for approval is highlighted below. Kindly adjust your review accordingly by referring to our content standards. You can resubmit it once revised by selecting the button provided. Property: Pelican Landing St. Kitts Penthouse Regrettably, our trip could not proceed due to pandemic restrictions leading to the closure of Key West, preventing our visit. The property owner declined a refund of over $[redacted], offering credit instead. Given the financial challenges from family layoffs, utilizing the credit for a future vacation seems unfeasible when the funds are crucial for rent and bills. This VRBO experience is disappointing, especially after securing travel insurance. Contrarily, a recent Air B n B booking effortlessly refunded the entire amount. Understanding the impact on property owners amidst the crisis, I believe VRBO should support them rather than burdening customers. I rated everything 2 stars due to the inability to inspect the property in person. I encountered difficulty submitting a review prompted by VRBO regarding my trip experience. Arrival Date: April 12, [redacted] Review ID: #[redacted]4 Kindly edit and resubmit your review.

I need to cancel our upcoming trip due to my husband's work in the medical field. The owner assured me 8 days ago that canceling and refunding wouldn't be an issue, but my VRBO reservation still shows as active for May 3rd. I messaged the owner yesterday and again today to remind him, but have received no response. I know the owner had mentioned waiting closer to the date to cancel due to the pandemic but seems unresponsive now. Concerned, I hope everything is alright with him. I initiated the cancellation process a month ago but now need assistance as the owner has ceased communication. I seek guidance on how to proceed to ensure the reservation is canceled and refunded promptly. Thank you. R. C.

I made a reservation for a villa for 11 people in Spain. Reservation number [redacted]4a. Booking number [redacted]93. Due to the coronavirus, our employer has decided not to allow our summer vacation to preserve the company's activities, either partially or completely. Unfortunately, we won't be able to maintain our planned vacation from July 11th to July 25th, [redacted]. I have already contacted tripkay agency for a cancellation and refund. I also wish to cancel the charges incurred on December 17, [redacted], totaling [redacted].20 euros, and request a full refund due to the situation preventing us from going on vacation this summer. Thank you for your understanding. I am eagerly awaiting a positive response from you. Sincerely, Mrs. L.

Hello. I am having an issue with your subsidiary, "Evolve," regarding a refund for a booking in Dunnellon, Florida. We had booked 17 nights through your service but due to unforeseen circumstances related to purchasing a home in Lecanto, Florida, we were unable to use the rental as intended. Despite the situation being out of our control, Evolve has refused to provide a refund of over $[redacted] and instead offered a future credit which is not suitable. We reached out to discuss this matter and request to speak with a manager but did not receive a follow-up call as promised. As a 60% disabled veteran relying on social security, this treatment is disappointing. I am seeking resolution for the lack of service despite not canceling the reservation. Please contact me at [redacted] or [redacted].

We left Portugal on March 13 due to the travel ban due to the coronavirus. I had reservations # HA-LH7KJ4 in Porto from March 1-31 and Resv # HA-YWZOY64 in Lisbon from March 23-26. I emailed both owners on March 12 to explain the situation, and they acknowledged my emails. However, after 6 weeks without receiving a service fee refund, I called and was informed that because I didn't officially cancel, I would not get a refund. Given the circumstances, I felt I had effectively canceled by contacting the owners. I believe VRBO should have refunded at least half of the service fee in Porto and the full fee in Lisbon considering the situation. It's disappointing that they didn't show more understanding towards customers during this challenging time.

Hello, I have a vacation rental in Costa Rica booked for my family of 10 in early June. We are from PA, USA. Unfortunately, two of our family members are elderly and won't be able to travel due to the uncertainty surrounding COVID-19 and vaccine availability, possibly for 2 years. Our airline may cancel our flight soon, making it difficult to reschedule for next year as two others will be starting college. Additionally, four members of our group, who are medical professionals, need to remain available for work during the crisis. With Costa Rica's 2-week quarantine policy, our 8-day trip is not viable, and we can't extend our stay due to work commitments. The villa owner is offering a credit for a year, but I feel this is unfair given the circumstances. We didn't purchase insurance as we didn't anticipate a pandemic. Another canceled trip through Air BnB was refunded, and I see your site is encouraging refunds. If our trip is canceled beyond our control, can you help us with this situation?

I have been trying to contact the property owner via email multiple times but have not received any response. I reached out to customer service for assistance, and despite their attempts to contact the property owner, there has been no reply. The property listing has disappeared from the website and "my trips," making me concerned about its legitimacy. I fear this might be a fraudulent listing and seek resolution. After several unsuccessful attempts, I requested to speak to management but experienced long hold times and eventual disconnection after over an hour on the phone. I spoke with Ronald, who assured me that the issue has been escalated, and I am to expect a follow-up within 24-48 hours regarding my case numbers, #[redacted]5 and #[redacted]7. My temporary phone number is [redacted], with my regular number being [redacted]. I am dissatisfied with the customer service received. Best, Jill N.

Our reservation number was HA-S6PNT7. We have spoken to customer service and the homeowner, each pointing fingers at the other regarding the lack of refund. The homeowner suggested picking another time, but was fully booked on our chosen dates with more expensive rates. We believe a refund is the best solution. In our last conversation with customer service, we were instructed to contact the homeowner because VRBO was unable to do so after the dates had passed. They advised us to have the homeowner call VRBO to assist with the reimbursement process. The homeowner attempted to reimburse us but missed a few steps. It's frustrating to still be dealing with this issue. We can provide screenshots where the homeowner mentioned reimbursing us and blaming VRBO. We hope for a resolution soon, as we have used your site successfully in the past but will refrain from doing so until this matter is resolved.

On January 5, [redacted], I made a reservation for a Las Vegas property for a bachelor party from April 30, [redacted] to May 3, [redacted]. Due to Covid-19, I cancelled the reservation on April 1, [redacted]. Home Away refunded their fees of $[redacted].00 but $4,[redacted].00 is still pending. I have been trying to resolve this issue with no response. My mother, D.C., who is a VRBO owner, contacted Home Away and the Management Company. Despite cancelling with the owner's consent, the Management Company decided not to refund the money but offered a future date with an extra day, which doesn't work for me. They claim to have a "No Cancellation Policy," which my mom argued is not applicable given the Covid-19 situation. I also raised concerns about a damage deposit. The management suggested writing a message, which turned out to be an invalid email address, raising suspicion of potential fraud. I urge for a resolution to recover the $4,[redacted].00 and address this ethical issue promptly.

I booked a property on VRBO for March 19th to 22nd, [redacted] with Reservation ID HA-TROV2H Property ID [redacted]. I received a refund from VRBO, but the owner hasn't refunded anything. The new VRBO policy offers the owner two options but they haven't acted. I am seeking assistance. I am open to receiving a 50% refund. Due to the state shutdown ordered by the Governor of Minnesota, I was unable to make the trip. I have tried contacting them via email and phone multiple times without success. I am disappointed with the lack of help and adherence to policy. I hope for a resolution to this matter as soon as possible. Thank you for addressing my concerns. Dennis B.

I have a reservation (HA-JRCT7W) from 7/16 to 7/19 in Concan, TX. The payment is complete. I've been in touch with the homeowner, Abel, who has been helpful. He's willing to reschedule if Covid impacts our trip due to river closures. I'm considering buying insurance now. Would it be possible to get coverage for the $[redacted] we've paid if we can't go due to Covid-related issues? I appreciate any advice you can offer. Hoping our plans work out, but it's good to be prepared, especially with the uncertainty Covid brings. Thank you.

I recently made a booking on 6/23 for Property #[redacted] under the management of Robert R. After he accepted, Robert mentioned that the rate was too low and wanted to negotiate privately for a higher amount. Feeling sympathetic and understanding his explanation about needing more income, I agreed to cancel the contract. However, since then, Robert has not responded to my calls and emails. I suspect that he manipulated the situation to raise the rates and make more profit. I have been a VRBO user for years and believe that this issue should be brought to their attention to prevent similar occurrences with other renters. I am now waiting for a refund, and I also noticed that I mistakenly paid the full price during the booking process. Thank you, Chuck R.