VRBO Customer Service Issues

During the dates of June 26 to June 28, I stayed in Boulder Junction, Wisconsin with my friends. The reservation ID for this stay is HA-DN4VYV. After my visit, I received a 3-star review, with one of them being 1 star due to "house Rules." I contacted the owner regarding this, and she confirmed that she gave all 5 stars and not a 1-star rating. Upon speaking with customer service agent, Helena, on June 30, she informed me that the owner had already reported the issue to VRBO, stating it was a glitch on their end. Despite assurances, as of July 30, this matter has not been rectified. I have spent over two hours tonight on the chat support trying to resolve this but encountered disconnections, with three of them being intentional by live agents. Tanner and James are among those who disconnected me during our conversation about the review issue. I am disappointed in the way agents have treated me during this process and am still hoping for a resolution to the incorrect review.

I am inquiring about the $[redacted] damage deposit refund for the Kingston reservation HA-XZC9NM from July 26-30, [redacted]. I believe VRBO might handle this as they oversee the listing. I unexpectedly lost my job and couldn't cancel the trip. Despite this, we left the place in great condition with no problems. I appreciate any help in getting the refund back. Thank you for your assistance. Best, Kim R.

Hello, we had to cancel our trip due to COVID. The home owner initially mentioned we could find a solution, but when I requested a refund due to uncertainties about new travel dates, he agreed. Despite receiving two partial refunds, I am still owed $[redacted]. I've tried contacting him multiple times about the missing amount, but have not received a response. Being left without this money is particularly frustrating as I'm incurring interest on my credit card while waiting for the remaining refund. I'm uncertain about the next steps to take in this situation, and any assistance would be greatly appreciated. Thank you for your help.

We have an ongoing inquiry related to our upcoming stay in Destin from Aug 1-8 under the email [redacted] The air conditioning was inefficient, and the condo remained hot in the evenings. Despite an advertised ocean view, there was no view of the ocean. Additionally, the condo had ant issues, mold in the bathroom, and the laundry appliances stained our clothes. During our recent stay at Douglas Lake, Tennessee from the 8th-11th with a reservation under [redacted], we faced more problems. I contacted the owner about issues, like a broken porch swing which almost caused an accident, a malfunctioning hot tub, and lack of communication from the owners through Vrbo. It is disappointing when essential amenities don't work, and there's no response from the owners. It has been a frustrating experience overall.

Hello. I am currently staying at a lovely house in Point Pleasant with helpful owners and staff. However, I am a bit disappointed as the contract mentioned a $12.95 resort fee that would cover access to hotel amenities, like beach passes, but upon arrival, we found out that the beach passes were not included, there was no continental breakfast, and use of the grill incurred a $10 charge each time. While it was nice that they waived the parking fee and did not charge the resort fee, the additional costs for breakfast and daily beach passes for our group of 6 are proving to be quite expensive. We were unaware of these changes and believe they should have been communicated better. It would be appreciated if the terms of the agreement could be upheld as stated. I hope we can resolve this matter before our departure from New Jersey. Kindly reach out to discuss further. Thank you, K. G.

I had a terrible experience at our recent rental in Ocean City, Maryland at 29 Canal Side Mews East. The property was nothing like the reviews described. The townhouse was in a terrible state - dirty, damaged, and poorly maintained. Everything inside was in disarray - from dirty air vents and moldy ceilings to unusable kitchenware and soiled carpet. The place was a complete mess with broken amenities like the shower, ice maker, and oven. Despite raising these concerns with Paul the manager, the issues were not resolved, and no refund was offered. It was a truly disappointing stay for which I paid over $3,[redacted] for the week. I hope VRBO takes action against such properties to maintain their reputation.

I made a non-refundable property reservation in January. However, my flights were canceled due to COVID, making the trip impossible. I reached out to the property manager, who agreed to honor the booking for three months only. After rescheduling our trip for 12 months later, they declined to honor it. I then referenced VRBO's COVID guidance suggesting credit vouchers for future use. I proposed this to the property manager but have yet to receive a response. Due to these circumstances, I have lost the booking and funds. I am unable to find a direct contact for VRBO and the automated chat system was not helpful in resolving my issue.

For years, I've rented out my condo in Madeira Beach, Florida, through VRBO under property number [redacted]. My name is Erica Hirsch. Lately, I've encountered issues with receiving payouts from VRBO since my last payment back in June. I tried updating my contact and banking details on the site as requested to no avail. Although I ensured my Wells Fargo bank details were correct, an error message with code 5628ebb562ef appeared, and even VRBO support couldn't resolve it. They promised to escalate the problem to VRBO Finance, but it's been days with no response. With renters in my property and more bookings, I fear I won't receive the upcoming payments. I also wonder if I should file a separate form for VRBO on my annual American Tax return handled by my International Tax accountant. Your assistance is greatly appreciated.

The homeowner continually monitored us, even demanding extra payment for having nine guests instead of eight. Despite the property allowing for ten guests and me promptly paying the additional amount, she insisted on more money for using the hot tub. Upon contacting VRBO, I confirmed no cash payments were to be made. After instructing her to request payment through the app, she did so. Later, as we were enjoying the outdoor fire, she confronted us aggressively, leading me to contact the authorities. Despite her disruptive behavior and retaining my deposit, I believe a full refund is warranted due to the distress caused to my family and the vacation being disrupted. This situation was unprecedented for me, and I am left feeling frustrated and disappointed by the experience.

There was a heating oil leak in the basement that caused fumes to spread throughout the house, making our guests feel sick. As a result, they had to relocate and incur additional expenses. I would like to provide Mary S. with a full refund for her reservation that began on August 28, [redacted]. Although I have already issued two partial refunds of $[redacted] and $[redacted], I believe these amounts do not fully compensate for the inconvenience and losses they experienced. I also intend to refund all the VRBO fees they incurred.

Subject: Issue with Reservation HA-LB85KQ I am a long-term VRBO/Homeaway customer, having rented numerous properties worldwide over the last two decades. Recently, we booked Property [redacted] from 03-14-20 to 03-18-20. Due to the pandemic and Canadian travel advisories, we contacted the owner on March 14th to cancel via VRBO's platform, although we couldn't find an option to update our status to "Cancelled." Despite our written cancellation to the owner, our status wasn't changed, causing confusion. While our security deposit was refunded, other fees totaling $[redacted].13 weren't refunded as we didn't occupy the property. We also weren't accommodated with the suggested 50% rent refund. Subsequent communication attempts with the owner were ignored, and we were unable to comment on the property's page. This experience has been disappointing, and I trust VRBO/Homeaway will resolve this matter discreetly. I hope this issue gets addressed promptly to prevent similar occurrences in the future. Best regards, Jean G./Carole D.

We had a rental in Orange beach, AL from Sunday, September 13th to Friday, September 19th. Due to Hurricane Sally, we postponed our decision until Monday to assess the situation. The owner insisted on no refund unless a mandatory evacuation was issued. Despite the governor urging non-residents south of I-10 to evacuate, no such order has been given. The hurricane is projected to cause severe damage, yet the owner remains unwilling to provide any refund, even partially. Our reservation number is HA-R4K7NZ for Property [redacted], and all communications are documented on the VRBO site.

My son made a reservation for his honeymoon through your service for 10/3-10. They paid the deposit and final payment before arriving on the 3rd, only to be informed that the property was no longer available upon arrival. Despite being offered alternative properties, none were suitable. After declining the alternatives, they were assured a refund in 3-5 business days. Facing homelessness in an unfamiliar town, they sought help. I arranged for them to stay at a hotel, believing the issue would be resolved promptly. They tried to resolve it from 1 PM to 7 PM Pacific time. I personally called from 7:30 PM to 11:30 PM, facing multiple disconnections. The last representative I spoke to was helpful and suggested complimentary accommodations for the following day, as well as the hotel stay. The next morning, an email informed my son that due to the refund process, they would need to rebook at their expense. Frustrated, I contacted various departments, repeatedly being disconnected and informed that the prior agreement would not be honored. To ensure my children's safety and salvage their honeymoon, I extended my credit to book another location for them. I am deeply dissatisfied with the treatment they received and how I was handled. While I appreciate the promise to cover the hotel stay for two nights, it falls short. The lack of prior notice about the unavailability of the original property resulted in a loss of two days of their honeymoon. I have incurred over $[redacted] in losses and seek resolution. Despite promises from your employees, the matter remains unresolved, and I am struggling to reach your resolution department. The repeated disconnections and lack of trust in your staff have left me desperate to speak with someone capable of resolving this issue.

I encountered several issues during my recent cabin rental stay that I would like to address. After facing difficulty with the check-in code not working, requiring maintenance assistance, I found discrepancies between the cabin listing and the actual furnishings. The leather couches and farmhouse dining table were substituted for less appealing options. Additionally, the advertised two queen beds were not present. Despite my complaints resulting in some corrections to the listing, multiple maintenance issues persisted throughout my stay, such as malfunctioning lights, broken switch plates, and a nonfunctional bathtub/shower. I expressed my dissatisfaction to customer service, and while the area manager acknowledged some of the discrepancies, they defended the changes in furnishings and lack of maintenance. However, the manager did not follow up as promised, leaving me feeling neglected in addressing these concerns adequately.

I tried contacting three VRBO [redacted] numbers but couldn't get through. I booked a property near Joshua Tree, but the owner informed me it was not available, asking me to cancel. I spoke with "Nadia" who admitted the listing was a mistake yet allowed me to book. The Property ID is #[redacted]ha and the Reservation # is HA-68CZT1. I didn't pay the $45 for cancellation, which isn't my responsibility. The owner wants me to handle getting a refund, making me concerned about a possible scam. I want a full refund as I shouldn't be penalized for booking a property that ended up being unavailable. I believe I've canceled the reservation and require a refund promptly.

I reserved accommodations for October 30th-November 3rd using my father's credit card. Michael Mellon, CEO of Goodtimes Brand, is the cardholder. The property owner is refusing to let me check in, even though I used the credit card. Despite my full payment, he won't refund me or allow check-in. There's been no response to my attempts to communicate via messages or calls. Due to this disappointing situation, I no longer wish to use VRBO. The lack of cooperation from the owner has left me feeling scammed and disrespected. I'm hesitant to visit the property tomorrow with the current circumstances. Please assist in canceling the booking or resolving this issue. Thank you.

I made a reservation and paid in full for a cabin on VRBO. Unfortunately, the host unexpectedly cancelled our booking without any explanation. Now we are left scrambling to find alternative accommodations and waiting for our refund to process, which could take up to 5 business days. The lack of communication from the host is concerning and unprofessional. It's frustrating to be put in this situation with no recourse. I hope VRBO addresses these issues to better protect customers in the future.

I cancelled a reservation for two houses listed on property number [redacted]vb on January 12, [redacted]. The reservation was for September 30th to October 4th, [redacted]. I am concerned because the owner has retained over $8,[redacted].00 for my cancellation and rebooked the houses for the same dates. I have been in touch with multiple individuals regarding this matter and was assured that I would receive a refund. However, I have yet to receive any information or the refund. I approached the owner during my visit in Moab that week, and I was promised my deposit back by the end of October by Dave, Darline, and other property managers, but I have not received anything. As a construction company owner who frequently rents properties for our staff, I have chosen not to use VRBO until this matter is resolved. Your prompt attention to this issue would be greatly appreciated. Thank you for your assistance. BobiJo

I recently received a message regarding a confirmed reservation. I am concerned that the owner is trying to cancel my reservation after accepting payment and confirming it. This is causing issues as I have already purchased non-refundable plane tickets for my trip. I am unsure who is responsible for reimbursing me for these tickets. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you.

I have a case number [redacted]. I was expecting a refund from the property owner due to a mix-up where I was not informed that the house in Saint Pierre was unavailable. I transferred $[redacted] to their account for a property that I couldn't use. I spoke to Brian yesterday, and he mentioned that if I didn't see the refund today, I should contact them. My name is Adrienne Montoni, and my travel dates were from December 11 to January 12 in St. Petersburg, Florida. The property owner needs to return my money as it was an error on your end. Despite talking to someone to cancel and being assured of the refund, I haven't seen any money deposited into my account as promised for today. I am set on getting my refund promptly, regardless of the source.