VRBO Customer Service Issues

I am attempting to cancel a client's booking through VRBO. However, VRBO is currently holding the client's funds, and I am unable to proceed with the booking. Despite contacting them for the past three days through emails, I have not received any response. It has been six days since the booking was made, and VRBO has been unresponsive to our attempts to cancel. Phone calls to VRBO have been unsuccessful as the support staff appear to be in distant locations and lack the authority to assist. The client is unable to receive a refund for a holiday that was booked without our consent. We did not authorize instant booking and are unable to cancel it on our dashboard due to what is claimed to be a technical difficulty that has not been resolved even after six days. It has been a frustrating experience dealing with VRBO's customer service.

Subject: Hidden Booking Fee Experience with Vrbo My family and I have a long history of renting through Vrbo, and we recently booked a trip to Redington Beach, FL using their platform. After completing our stay and paying what we thought was the full amount, we received a confirmation email from Vrbo which mentioned a possible contact from V Trips regarding our accommodation. Shortly after, we did indeed receive an email from V Trips, reconfirming our trip and requesting the same payment amount charged by Vrbo. This led to confusion as I had not authorized a second payment. Despite trying to contact Vrbo with no success, I reached out to V Trips for clarification. They explained that they market their properties through Vrbo and that booking directly with them could have saved us money. In the end, we only paid one fee, which got transferred from Vrbo to V Trips. However, Vrbo charged a $[redacted].00 Service Fee for booking through their website, a detail that should have been communicated clearly during the booking process. It's frustrating to encounter hidden fees like this. Moving forward, we may consider booking directly through V Trips for future trips to Florida to potentially save on unnecessary charges. I appreciate the opportunity to share this experience and information with other travelers. Best, LL

I had a frustrating experience with VRBO for the first time. After entering my payment information, I received an error message and was sent back to the payment screen. Despite ensuring all details were correct, I encountered the error again and was informed that the property was no longer available. I searched for similar properties to no avail and had to book through another website. Shortly after, I received an email stating the reservation was pending confirmation, but I did not want to create an account to cancel. Contacting the help hotline resulted in long wait times. Please cancel this incomplete reservation, which was not finalized due to the website issue. I may involve my credit card company and the Better Business Bureau if the cancellation is not processed, along with leaving negative feedback about this ordeal.

During our stay at a rental home in Foley, AL, we encountered a strong smoke smell prompting us to leave early due to my husband's asthma. Despite being advertised as smoke-free, the house clearly wasn't. The owner's attempts to cover up the odor with plug-in fresheners were unsuccessful. Additionally, the presence of the owner's food in the fridge and personal items left behind gave the impression the house was not properly prepared for rental. We even had to purchase a new coffee filter due to dead bugs in the one provided. Although we were supposed to stay four days, we departed after just two days due to the asthma triggers and unsatisfactory conditions. I am entitled to a $[redacted] refund but am requesting $[redacted] due to the shortened stay caused by the issues described above.

Hello, I had made a reservation at Naples Bay Resort in Florida for June 22nd to June 28th for 6 nights. The property, listed as #[redacted], is managed by Naples Bay Resort Management. I paid the required amount, property damage insurance, and travel insurance from Vrbo. After receiving an email confirming my payment, I was notified the next day that there was no confirmation from the listing party and my reservation didn't go through. I tried to inquire with NBResort before, but received no response. Staff at the resort informed me they do not offer bookings via Vrbo. I suspect that the listings I saw were not actually managed by Naples Bay Resort, as indicated by the resort staff. I would appreciate it if you could investigate this matter. Additionally, please ensure that none of the fees totaling about $1,[redacted], property damage insurance, and travel insurance were charged since the reservation was not confirmed. Thank you for your assistance. Natasha Stringer

I believe I may have a double booking issue. The booking under Patricia English 1 with the email [redacted] appears to be in error. My correct booking under [redacted] for Property Number [redacted] with Reference Number 4wgyxv at Porch Paradise, 66 Walton Gulfview Drive from June 26 to July 3, [redacted] seems confirmed. However, I received an email stating the reservation under the Gmail address is unavailable, while the managers confirmed it under the Outlook address. I had a conversation with a representative today but we got disconnected. He suggested canceling one reservation, but I want to make sure the one for New Orleans on March 26 is not affected. Please cancel the reservation linked to [redacted] for June 26 to July 3 and refund any money. The duplicate property in the email may raise concerns of a possible scam. Please ensure only the correct reservations remain under [redacted] Thank you, Patricia English. Kindly respond via the correct email.

The homeowner has accused us of damaging the pool heater, but we did not use it as we did not need the heat during the day. Upon arrival, the heat was already on, and I even inquired about the spa temperature, which the homeowner confirmed was not affected by the jets. None of us knew how to operate the pool heater, and none of us were near the location where it is situated. We respect others' property and would not have behaved in such a manner. It's possible that something suspicious is happening, or the damage occurred before our stay. Throughout our time there, we only spent about 2 hours each night in the hot tub, playing cards, with everyone present and in bed simultaneously.

Reservation ID: HA-DC14LJ Guest: Jeff & Luda Kelley Email: jmikelley&gmail.com Phone: 1[redacted] We occupied Jeff & Luda Kelly's property at [redacted] Blvd of the Presidents, Unit [redacted], Sarasota, Florida on January 4, [redacted]. Upon arrival, we noticed the bathtub mat had cracked and peeled, appearing to be old damage. We did not report it assuming it was pre-existing. When we vacated on March 4, [redacted], Luda Kelly messaged us a photo of the bathtub, blaming us for the condition. We clarified that it was like that when we arrived. They claim the tub was fine before our stay, which is untrue. They withheld our $[redacted] Security Deposit unfairly. We seek assistance from VRBO to recover our deposit.

I made a reservation on Feb. 2nd through VRBO but had to cancel due to a family death. I purchased the Cancellation insurance and called to cancel. The reservation number was [redacted] and I paid $[redacted]. I have been trying to get my refund from Generali Global Assistance using Policy #21053V0009 for over a month but have had no luck. I even tried contacting VRBO but was disconnected after being on hold for 64 minutes on 3/30. I am feeling very discouraged and would appreciate it if someone could reach out to me regarding this matter. You can contact me at [redacted] or [redacted] Thank you in advance for your help. - Tinker Boos

I recently received an email informing me that reservation HA-RXN6WO had been confirmed and that my credit card would be charged. However, shortly after, I received another email stating that my reservation for property #[redacted] was denied. I had already purchased trip insurance as the deposit was non-refundable. When I reached out to the homeowner for clarification, I was directed to VRBO. As this homeowner has other properties in Del Ray Beach, I want to avoid facing a similar situation without understanding why my reservation was initially accepted and then abruptly denied.

I am experiencing issues with your website's search function. Previously, I would input a location and receive properties in that specific area. Now, I am being shown properties in nearby locations within the same state that do not interest me. I am frustrated by this change as it is not what I am looking for. I would appreciate it if the search results could be refined to show properties only in the location I specify, such as Little Gasperilla Island. I do not wish to see listings from Englewood, Placida, or Don Pedro, as I am solely interested in properties on LGI.

Hello, I have a guest who arrived on March 11th, and I have not received payment for the rental yet. I reached out through your Facebook page, and someone responded via email stating that Payoneer will disburse the payment within the next 13-15 days for reservation HA-VS3QC1. It seems Payoneer now disburses monthly rather than per reservation. The guest has paid, and the funds will be disbursed, but two weeks have passed, and I have not received the money. The property number is [redacted] for reservation HA-VS3QC1.

My reservation was abruptly canceled without notice or a call prior to cancellation, leaving me stranded. When I addressed this with the rental person, he responded rudely. I expressed my disappointment in his unprofessional behavior. He failed to disclose that his condo was up for sale, depriving me of the opportunity to adjust my vacation plans. I have messages documenting the unprofessional conduct. Please respond to my email regarding this matter. This experience is the first of its kind for me on VRBO, and it tarnished the platform's reputation. The rental person seemed unconcerned, citing VRBO's harassment rules. My intention was never to harass; I simply sought clarification on the abrupt cancellation. Now, I am unsure if I can find affordable alternative accommodations in time.

Upon arriving at Stamford Suites today, I was extremely disappointed with the condition of my suite. It was filthy, worn out, and completely unacceptable. I tried contacting customer service four times from 1 pm before the check-in time, but after being on the phone for three hours, none of the agents were able to resolve the issues. The furniture was so stained that the staff couldn't clean it, and I had to put a sheet on the couch just to sit down while trying to reach out to you. I have taken pictures as evidence, but I never received the promised email about where to send them. Additionally, the paint was peeling off the walls. This experience was especially unsettling as I was quarantining during this booking, and I have never been in such a dirty place since the pandemic began. My family had to move me to an empty apartment to finish my quarantine due to the lack of assistance from VRBO. I am disputing the $[redacted] charge on my Chase Southwest card and insist on an immediate refund.

I made a reservation (HA-HOSBK8) at property #[redacted] for last weekend and later cancelled. The owner refunded me $[redacted].44 of the $[redacted].00 I paid. I am missing $[redacted].56 which includes the cleaning fee and service fee that should be refunded. The owner refunded the money late because the property's description was misleading regarding stairs and upstairs bedrooms, which was not suitable for senior citizens like me. VRBO's service fee needs to be clarified since I had to quickly find another senior-friendly cabin. I am looking forward to resolving this issue and getting the rest of my refund.

I have a villa in Kalkan, Turkey called the Roundhouse. I've been a customer for over 15 years, using the email [redacted] Hotmail blocked my account due to suspicious activity. I am unable to update my email address on my account or cancel a private booking for the first two weeks of August [redacted] due to COVID-19. The booking was not made through VRBO.

I made a reservation for Birds Nest on the Cane HA-79RPZD for 1/26/21 and paid $[redacted].50, then finalized payment of $[redacted].50 on 5/02/21. Due to a pipeline closure affecting the southeast US, making travel difficult, I requested a date change. Despite the State of Emergency declared in several states, the host declined to modify the reservation or issue a refund, only offering a refund if she could rebook the facility. I am not seeking a refund, only a rescheduled date considering the circumstances. I understand the host's business perspective but hope for some flexibility given the unforeseen situation. Thank you, Pete S. email: [redacted] phone: [redacted]

I have booked reservations at Hidden Dunes, property #[redacted], from 6/26 to 7/3, and at The Shores Club, property #[redacted], from 7/24 to 7/31. I am yet to receive email confirmations or payment details for these trips. Despite contacting the host, Gary, through the VRBO website, I was advised to reach out to VRBO for assistance as he could not provide the information. Unfortunately, I have been unable to reach VRBO via phone. My correct email address is [redacted] I suspect there might be a misspelling of my email address causing the communication issue. This problem has also affected the VRBO app where my trips are not showing up. Gary mentioned that for final payment details, VRBO needs to send him an email with the correct contact information. I kindly request your help in resolving this matter. You can reach me at [redacted] or by email. Thank you for your assistance. Mike Visse

I reserved a property for 2 nights through VRBO that was advertised in February [redacted] at $86 per night. Later, I added a third night, assuming the total would be $[redacted] ($86 x 3). However, upon reviewing the invoice, I noticed a $[redacted] "late departure" charge. Both VRBO and the owner claimed it was the other party's charge. It turns out I was being charged $[redacted] per night plus additional fees for taxes, attributing it to a technical glitch. I selected the property based on the originally advertised price range, feeling misled by the sudden increase. Although I've paid the amount requested, I believe the company should honor the initial price for the first 2 nights and am willing to cover the updated charge for the third night. I reached out to seek clarification, not expecting a price change. I hope this issue can be resolved. My case number is [redacted]6.

I rented a property through Vrbo in Mears, Michigan for May 22-23, accommodating 11 people aged 50-60. While heading to the beach nearby, a neighbor warned us not to step on the area where dune grass had been recently planted without any signs. Despite our sincere apologies and immediate compliance, the neighbors reported us to the owners. Upon returning home, the owner accused us of damaging the area and withheld our deposit without listening to our explanation. We observed the same neighbor being hostile to other guests and owners during our stay, raising doubts about the situation being a possible collusion between them and the owner. The property guidelines mentioned deposit forfeiture only in cases of complaints regarding parking, noise, or rowdiness, none of which were reported against us. Despite following all rules and leaving the property clean, we were unjustly charged $[redacted]. This experience has left me feeling disappointed and skeptical, causing me to reconsider using Vrbo again in the future.