VRBO Customer Service Issues

Regarding rental from 6/18 to 6/25 (Case #[redacted]6), I have been trying to get in touch since 5/31 with no response from the contact person, Yasmin. Despite multiple attempts through email, text, and phone calls, I received no assistance regarding our $[redacted] weekly rental. Upon arrival at the property, the house was presentable but lacked essential items such as ice, beach towels, and proper dinnerware for our group of 7 adults and 5 children. The beach was also not cleaned, and some members of our party got stung by something in the grass. Upon speaking with Jasmin's husband, I learned of her passing on June 8, which explained the lack of communication. I am seeking a refund or credit for the service charge as the assistance from VRBO or EVOLVE was unsatisfactory. I would like a response to address these issues promptly.

I have booked a house at 39 Oxford Road, Cwmbran NP4 5HP for a weekend break from Saturday, June 25th, to Monday, June 27th. The Property No. is [redacted]0 and the Reservation ID is HA-9LSF3J with Host Short Stay Wales. On Friday, June 24th, I received a message from HomeAway regarding the keys, but the door entry code was not included. Despite attempting to contact the host Owen Glastonbury and Short Stay Wales multiple times with no response, I was unable to access the property upon arrival. I waited until 6pm but had to leave due to the lack of communication and support. Eventually, I received a message for a refund from Owen, advising me to contact Vbro. I am seeking appropriate compensation for the inconvenience and disappointment caused by this situation.

I rented a two-bedroom condo in Ocean City, MD through Shoreline Properties at 68th Street and Coastal Highway. Unfortunately, upon my guest's arrival, I realized the second bedroom only had an air mattress, causing me great embarrassment. Furthermore, issues with the refrigerator freezing my fruit due to malfunctions and a musty smell in the property compounded my dissatisfaction. Despite requesting a $[redacted] refund to compensate for the inconvenience and additional expenses, the owner only refunded $[redacted], while Shoreline Properties reimbursed $[redacted]. The lack of proper customer service and dismissive attitude from the manager only added to my frustration. With fees included, the rental cost me $[redacted] for a week, with an unusable bed. I expressed my dissatisfaction with the owner and insistence on a resolution, only to be met with indifference. The misrepresentation of the property and lack of adequate response have left me seeking a satisfactory refund.

My spouse and I were researching VRBO properties in Fairbanks, Alaska for our upcoming September trip. We selected a property in Knick-Fairview instead of Fairbanks by mistake. I promptly emailed VRBO to cancel the reservation. Following up by phone was challenging due to a language barrier. I am disappointed in the difficulty I encountered trying to correct this error. I seek a refund of the $[redacted].12 deposit since this was a genuine mistake, not a change of plans. I hope for a prompt resolution so I can rebook with VRBO for our trip.

David Beveridge and his family of six booked and paid for an apartment owned by Nyssa Espinoza in Burnaby, BC, Canada, for July 19 to 26. Despite efforts, no contact with Espinoza was possible. After multiple calls to Vrbo in Austin, Texas, and long wait times, only one night in a Vancouver hotel was covered. Additional attempts to secure accommodation upfront were denied, leading to stress and uncertainty. Alternative lodging was found, as paying for expensive Vancouver hotels without guarantees was a concern. This situation marred a significant portion of their holiday. Requesting a refund and further compensation from Vrbo for the disrupted vacation due to potential homelessness. Highlighting previous negative reviews and legal actions against the company. Seeking resolution and reimbursement for the inconvenience faced.

I need to cancel my reservation for a unit in Maui at Papakea Resort booked through Perfect Stays and VRBO. I purchased cancellation protection for $[redacted].45 for a unit costing $6,[redacted].98. Due to my wife testing positive for COVID-19, we can't make our trip from Wisconsin on July 27th to August 7th. The property number is [redacted]-[redacted] at Papakea Resort in Maui, reservation ID [redacted] with My Perfect Stays. Arrival and departure dates are July 27th and August 7th. I urgently need to cancel and get a refund. Thank you.

I am experiencing difficulties with the authorization process on my account to set up direct deposit/debit. Despite contacting customer service, the issue remains unresolved, prompting me to reach out for further assistance. Currently, I am on hold with the provided phone number. I hope to resolve this matter through this live chat if the phone call does not provide a solution.

A member of our group reserved Steven's Red Zone in South Bend, Indiana for our stay. The listing shows six bedrooms and space for 18 guests, but it includes the living room and dining room as bedrooms, which is misleading. The house itself is in poor condition and needs inspection by the city. The downstairs area appears improved, but the upstairs is unsafe with spongy floors and a loose banister. One of the bedrooms is a closet, with a window unit that has a towel stuffed in it. Mold is likely present. The basement has a significant water issue where the washer and dryer sit. The owner has been unresponsive to our concerns after we paid $[redacted] and another group paid $[redacted]. The property reflects poorly on VRBO and its owners. The house also has electrical problems, as lights turned on and off by themselves.

I rented a property and paid over $[redacted], but there was a misunderstanding about the number of people staying. I spoke to the property manager, providing the exact details of who would be staying overnight, which she initially agreed to. However, throughout our stay, she harassed my family, monitoring our movements and imposing unreasonable curfew restrictions. After just two nights, she abruptly cancelled my reservation and even involved law enforcement. I am seeking a full refund due to the inconvenience and frustration this caused. Not only did I lose money on the rental, but I also had to arrange alternative accommodation for my grandson's second birthday. Despite the manager initially permitting our stay as long as we were not disruptive after 9:00 pm, she resorted to extreme measures like turning off the AC, even with babies in the house during hot weather. I have kept records of all her messages, documenting the entire ordeal.

I am reaching out to request an email address where I can send a detailed message regarding a recent vacation rental in France booked through the VRBO platform. The listing did not meet the representations advertised, causing several inconveniences during our stay from July 10th to July 24th, [redacted]. I tried discussing the issues with the host, but they downplayed our concerns. The property, under listing number #[redacted]a (hosted by Mas de la finière), lacked essential amenities such as wifi, sufficient pillows and towels, toiletries, running water in the shower, and had unpleasant odors among other problems. Despite using VRBO for previous rentals, I am disheartened by this experience and may reconsider using the platform in the future if these issues persist. I found a seamless alternative for the second part of our trip through Airbnb. I would appreciate sharing my feedback with the host and prefer to communicate in French. Thank you for your assistance.

Upon arrival at our reserved VRBO house, we encountered difficulties gaining entry and subsequently discovered there was no running water. Despite efforts to contact the property managers, there was no response, so we relocated to a nearby motel. The manager later promised to refund their fee and assist with the claim to VRBO, but only the $[redacted].85 fee was returned, not the $[redacted].42 balance. I have been trying to reach VRBO for a refund to no avail - the automated chat fails to connect me with a live person. How can I effectively communicate my request for a refund to VRBO?

In July, my boyfriend and I were searching for a rental in the Ventura/Santa Barbara area. We found one we wanted to book, but his Discover card was declined, and my debit card was not recognized. We ended up booking directly. The next day, to my dismay, my debit card was charged $[redacted]. I filed a dispute with my bank, Chase, and after 60 days, it was denied because I supposedly authorized the payment. I didn't receive a booking or reservation. I feel Chase didn't investigate thoroughly. I'm disappointed and seeking a refund of $[redacted]. I'm willing to take further steps to resolve this, as VRBO took my money without providing a booking. If I'm mistaken, why don't I have a booking number or reservation details? Where and when was I supposed to stay?

Reservation ID [redacted]4. We had a booking at property [redacted]ha in Oak Island, FL from Oct 22 to Oct 29. After the area was affected by the hurricane, we reached out to Evolve Management, the host, for information but they couldn't provide details and directed us to the owner. Unfortunately, we couldn't obtain the owner's contact information from them and were advised by VRBO customer service to inquire with Evolve. This led to a dead end. Due to the uncertain situation, we decided to cancel. Although the cancellation was accepted with the promise of a full refund, we noticed a $[redacted] shortfall, attributed to the Service Fee. We were informed that we must reach out to VRBO to reclaim this amount. We eagerly await the refund but hope for a smoother process than a previous disappointing experience with VRBO earlier this year involving a non-existent property in London. Tony Rothwell.

I made a reservation through Vrbo for a property in Cairo, but upon receiving the confirmation, there was no check-in information provided, only an inactive Egyptian phone number. I contacted Vrbo's online support, but they couldn't reach the host either. After arriving at the address and being redirected to a nearby hotel, I was offered a significantly more expensive alternative. I called Vrbo again but was informed of a system issue and that I had to call back later. Despite their policy of assisting if a property is unsatisfactory, I received no help. The following day, after a lengthy wait and communication issues, Vrbo instructed me to provide evidence that the property wasn't real. I exhausted my international call time questioning their lack of host contact. An email from Vrbo has yet to arrive, leaving me questioning the situation.

A quick update on our upcoming plans: Leo, Chuck's son, and I are due to arrive on 10/20 in the evening and will be staying in Schaumburg. Chuck is set to arrive on 10/22. On Friday, we plan to visit Carol Lee's (Lou Malnati's), and on Saturday during the day (not for dinner) at Sues. For Sunday 10/23, we have reservations at Moretti's for 12:30 with lunch at 1 PM. This gathering is in celebration of missed birthdays and special occasions in [redacted] and [redacted]. Guests include Chuck's skating partner, Julie M., her son Miles, Cara and Mike Nail, and Kerry and Donna Brown. It's going to be a packed schedule over a few days. Yet, there are two outstanding items: (1) Lunches need to be preordered with options of Chicken Limone, Chicken Parmigiano, or Filet Mignon. Kindly specify meal choices soon as a detailed list is required. (2) Kathy, our dessert expert, we're hoping you can arrange a multi-Birthday cake for the occasion. Please confirm the cost. I understand everyone's schedules are full, but I'm looking forward to your presence more than any presents. Thank you for understanding as I juggle responsibilities at home.

Unfortunately, my reservation experience was ruined when the property was removed from VRBO without any notification from the host. On the day of check-in, the host was unresponsive, leaving me stranded without accommodation. Despite assurances from customer service and the guarantee team about receiving a refund, I have been struggling to obtain it. My reservation was for September 2nd, [redacted], and on that same day, I requested a refund, which has yet to be processed. Despite numerous calls to customer service and the issuance of two separate case numbers, I am still waiting for the resolution. I would greatly appreciate your assistance in ensuring I receive my refund promptly.

Thank you for submitting your review. Unfortunately, it needs a little bit of work before we can post it to our site. The reason we are currently unable to approve it is listed below. Please revise your review so that it meets our content guidelines, which you can see here. When you’re done you can resubmit it by clicking the button below. Your submission contains specific information about rates charged by the property owner or manager. Cozy Asheville-Area Cabin Escape with Fireplace & Hot Tub! The cabin was studio size with a kitchen equipped for cooking. The loft area is only for show and is unsafe for children. The refrigerator near the bed was very noisy and impacted our sleep. Besides the pet fee charge, a portion of our security deposit was withheld by the owner after a damage incident was disputed. We were accused of our small dog urinating "all over" the love seat during our stay. Despite providing well-trained supervision for our family dog, who does not urinate on furniture due to her small size, our dispute mentioned old stains being irrelevant. This experience has deterred us from staying here again after years of vacationing with our pet. Date of arrival - August 25, [redacted] Reservation ID #ORB[redacted]

I'm unable to access my VRBO account as my university email has been deactivated. This is causing issues with an upcoming booking as I can't access the booking details. Attempting to change the email associated with the account has been unsuccessful as I'm unable to verify via the closed email. I created a new account with a different email but still can't access the upcoming booking as it's linked to the old email. I've reached out to the host urgently from the new account but haven't received any responses. I'm concerned that replies are going to the old email, and I haven't received check-in information yet. Could someone assist in changing the email on my original account or merging the two accounts? - Julie S.

Hello, I have been an enthusiastic VRBO user for many years, and as a host myself, I value the platform. Recently, I encountered an issue regarding a booking in Florida due to an approaching hurricane. I reached out to the property on Monday at 12:18 PM to address the situation, only to face challenges. Despite having evidence of my timely communication, they were unaccommodating. While I respect their policies, I believe they should exercise some flexibility given the extreme circumstances. This unexpected turn of events has resulted in a significant financial loss for my family. Unfortunately, we were left with no choice but to cancel our plans. I am hopeful that you may be able to offer some assistance in this matter. Thank you for your attention to this issue.

Subject: Payment Issue for Property #[redacted] - Reservation ID HA-TB79XJ Hello VRBO Customer Support, I am writing to address a significant concern regarding the handling of payment disputes involving property owners. In relation to reservation ID HA-TB79XJ for property #[redacted], I would like to bring to your attention the following details: The initial booking was made for 1 couple and 2 children, but upon check-in, the guests arrived as 1 couple, 2 toddlers, and 1 baby, resulting in an additional charge for the extra person. The booking was subsequently modified to accommodate 1 couple and 3 children, with the extra charge being paid by Jocelyn Robinson using a credit card through VRBO. The guests stayed for the full duration of the booking, which was 7 nights. I recently discovered a chargeback filed against the original payment of €1,[redacted].00, with the same amount being deducted from my account. I have not received a clear explanation or notification via email regarding this issue, nor do I understand the basis for Mrs. Robinson's action in blocking the payment. Additionally, I have observed that VRBO has reduced my payouts by €1,[redacted].77, which corresponds to this specific booking amount. I kindly request clarification on the situation, including the grounds for the chargeback, and the actions being taken to address it. I am eager to understand the resolution process and its potential outcomes. Thank you for your attention to this matter. Best regards, Noël Roels