VRBO Customer Service Issues

I made a reservation at Big White for property [redacted]ha. Initially, I misunderstood the booking process, as I thought I was requesting to book, not booking directly. I shared the property details with my fellow travelers, and we all had concerns about the cleanliness based on reviews. After contacting the owners about these issues, they claimed the property had been recently remodeled but didn't address the cleanliness problem. I asked for a refund, but they only returned $[redacted] out of the $[redacted] paid. This situation is unacceptable to me. I expect properties booked through VRBO to be clean, and this experience fell short. I am requesting a full refund; otherwise, I may need to dispute the charge with my bank.

Our plans were disrupted as our reservation with the number HA-XT536W got cancelled. We relied on this booking for our trip, and it's disappointing to learn the host blames VRBO for the cancellation. Currently, we're awaiting a refund and unable to make any new reservations due to a full credit card. The discrepancy in pricing is alarming, as we initially booked for $[redacted] per night, but the actual rate exceeds $[redacted] per night. This drastic difference is unaffordable for us. Unsure of the source of the error, we believe some form of compensation is warranted due to the distress caused by this situation.

Subject: Verification Needed for Apartment Rental Agreement To whom it may concern, I am currently in the process of finalizing an apartment rental in Germany. Provided above are the details. I just wanted to reach out to confirm the authenticity of the property and ensure that I am not falling victim to a potential scam. Your assistance in verifying this information would be greatly appreciated. Thank you, Hiba Benjebaili

Hello, I am in the process of transferring funds through VRBO to Mr. Johannes Kendler for renting an apartment. Since I am unfamiliar with VRBO and this payment method, I want to confirm with you if this information is in your system and if the email I received is genuinely from VRBO. Details provided below: Sender email: VRBO Inc. <[redacted]> Verification initiated on 21-12-[redacted] | #CZ691987 Current status: Potential Tenant not Verified Tenant Verification Request from Vrbo.com for Andreea Ivan Total deposit: EUR [redacted] (1 month's rent + security deposit) Bank Transfer Reference Code: #CZ691987 Vrbo.com Agent Beneficiary: Noor Caceres Coundi IBAN: ES92 1[redacted] 9[redacted] [redacted] Bank: ING BANK BIC / SWIFT Number: INGDESMM Bank Branch Address: Severo Ochoa, 2, [redacted] Las Rozas, Spain I would appreciate it if you could verify this for me. Thank you

I am facing an issue with my latest property, Fontaines lábbaye in Sarlat. When I access it through my Lodgify channel manager, it shows as unpublished. Additionally, I am unable to retrieve the rental rates settings. I have been trying to resolve this without success. The property number is HAUK [redacted]1. Also, I encountered a problem retrieving the availability settings. Kindly assist. Thank you.

I have been communicating with the property owner regarding renting their house. On my end, the reservation seems pending, but the charges have been deducted from my bank account. I have not signed the agreement sent by the homeowner or paid the security deposit yet. In the app, there isn't even a choice to cancel the pending reservation, and it states that the charges are non-refundable. How can I request a refund for the deducted amount?

On our first night at the condo, a break-in occurred along with four others. While my Canadian parents were asleep downstairs, my iPad Pro and truck keys were stolen. We had to call a locksmith to make new truck keys, and he mentioned it's common for cleaning staff to sell access codes. Sadly, my elderly mother's purse was taken, containing their medications, [redacted] USD, [redacted] CDN, and important identification. The ordeal made worse when she heard voices but assumed it was us. Police later knocked on our door after a neighbor was held at gunpoint by one of the thieves. It’s unsettling knowing they accessed the rooftop by moving through the connected units. All our doors were locked when we left for town, and with the condos being four stories high, it seems the thieves had only one point of entry.

Reservation ID: HA-NXRBCS, Property ID: [redacted] Dear Sir/Madam, I appreciate receiving the "Guest Rate"; however, I must share my disappointment in the behavior of Ms. Roberta Romano. It is vital to ensure that properties listed meet certain standards. Have you considered implementing a system to assess owners' treatment of guests and property maintenance? For instance, prior inspections to ensure the property's upkeep and prompt resolution of reported issues. Having rented through Vrbo multiple times, previous experiences in Devon and Hastings were positive. While the house this time wasn't bad, the owner's behavior soured it. When I reported a damp smell in the storage room, she simply locked it without addressing the issue. The subsequent TV technician visit revealed more problems she blamed on me. It is evident she lacks responsibility. Despite these challenges, the owner finally fixed the shower in the bathroom, a small improvement. I am open to sharing our communications during my stay. In the upcoming months, I have rentals in Syracuse, Malta, and Heraklion. I urge you to address such irresponsible behavior from property owners like Ms. Romano. I am unable to attach photos here, but I wanted to mention a rusty dish rack as an example of the neglect I endured during my stay. Best regards, Yasuko Halliday PS: Unfortunately, I cannot upload photos on this platform.

Hello, I made reservations for two condos at Stanza Mare Punta Cana from March 19th to April 16th, [redacted], through VRBO last year. The first condo (C-[redacted]) was booked under my name, and the VRBO property number was #[redacted]3 with Reservation #4RBM7C. The second condo (B-[redacted]) was reserved under the name Terry Rose with property #[redacted]8 and Reservation #5DRWSF. Your.Rentals was the property manager listed, and VRBO directed us to them for payment. I noticed that the calendar was locked after April [redacted] and never reopened for booking. I reached out to them in November [redacted], and they confirmed the booking and mentioned we would receive instructions to contact our host 7 days before departure. Today I checked the site, and both properties are no longer listed. I plan to contact them but before I do, I would like to know from VRBO what is happening. Best regards, Serge Minville.

During our stay at Villa Concordia from Feb 13-26, [redacted], we were given a tour by the property manager. Unfortunately, we found the rental property to be less than clean, and the actual condition did not match the pictures on VRBO. We noticed various things that needed fixing or replacing, such as AC units, mini fridges, and chairs in the great room. Additionally, the kitchen was poorly equipped. After contacting the owner with our concerns, the response we received was unsatisfactory. Despite explaining the issues with the hope for improvements, the owner reacted negatively and even provided us with a poor review after we left one. We have a video documenting the state of the entire house to support our claims. As a frequent VRBO user, I have never encountered this level of discrepancy between the listing photos and the actual property. I believe some form of compensation is warranted due to feeling misled by the inaccuracies in the listing.

I had a disappointing experience with a realtor named Evelyn Sweet in San Antonio from December 26, [redacted], to December 30, [redacted]. I initially booked a property in April [redacted], scheduled to leave on December 26, [redacted]. Three days before leaving, Ms. Sweet informed me the property was unavailable due to weather conditions and offered an upgrade at no extra cost, which felt mandatory. The substitute property provided was unacceptable, not the one booked on VRBO. Upon visiting the original rental, another family was occupying it, although it was in proper condition. After complaining, she eventually relocated us to the originally booked property. I received a partial refund of $[redacted], but I am still owed a refund for 2 nights. I have been struggling to resolve this issue since January. Thank you for any assistance. Jacques Poirier-Margaret Poirier

Hello, my name is Michael Dowd. I have a reservation for a week's break in Ballycotton, Co. Cork from May 13th to 20th. I have already paid the first deposit of [redacted] euros and need to pay the balance by March 29th. Our property ID is #[redacted]ha, and our host is Lina Wheeler. Unfortunately, I won't have internet access after today, so I'm hoping to pay the balance as soon as possible. Please assist me promptly. Thank you, Michael Dowd.

On March 20, I arrived at property #[redacted] in Santiago de los Caballeros, Dominican Republic with reservation ID HA-L8SNNH for a stay from March 20 to April 13. Unfortunately, upon arrival, I faced difficulties accessing the property without phone signal, causing a moment of panic. The neighbor assisted me in contacting the host to obtain the key. Subsequently, a power outage occurred with no backup energy source, leading me to seek accommodation at a hotel due to the circumstances, especially considering my upcoming surgery. Although the host initially offered to refund my money, communication has since ceased, and I am left with uncertainty. I would appreciate any assistance or guidance in resolving this situation promptly.

Refund Assistance Needed I am the owner of VRBO Property number VRBO [redacted]. Unfortunately, due to the lack of City water on the premises, a reservation had to be canceled. I am seeking a full refund for the guests, Dan or Maureen L., who had a booking from Feb 25 to March 4 with booking ID # HA1JGGMT. The payment for this booking has not been received in my account, and I kindly ask for your assistance in processing the refund to the guests promptly. Please advise on how this can be resolved. Thank you. You can reach me at [redacted].

Reservation No: HA-0T79J5 I made a reservation for a villa in Greece last week with the provided reservation number. I paid the deposit, as confirmed by my bank. However, I received multiple confusing emails regarding additional payments, booking cancellations, and uncertainty about the [redacted] calendar availability from the owner. Due to the unexpected price increase for [redacted], we have decided to cancel our reservation. Unfortunately, my attempts to cancel directly have been unsuccessful. When trying to seek help via phone, I was redirected to a call center in Peru, where each conversation gets cut off or becomes inaudible. I am attaching the confirmation email for reference. Can you please assist me in initiating the refund process for this booking?

Dear VRBO Management, I am Adelfa Basang, the Manager at The Farmhouse at Iba Botanicals. I am reaching out on behalf of our property as our previous administrator, Arriane Paglinawan, who listed us on your platform, has left suddenly without providing us the necessary account information. The PROPERTY ID and registered phone number ([redacted]) are inaccessible as her phone was stolen and she used her personal number for the account. The email linked to the account is our company email ([redacted]). As we are unable to access the account and fearing mismanagement, I kindly request that you either hold, freeze, or deactivate the current account for "The Farmhouse at Iba Botanicals" so that I may re-register it correctly. I apologize for any inconvenience this may cause and hope to maintain a positive partnership with your platform. Please take immediate action on this matter. For further communication, you can reach me at the email provided in this message and the number [redacted]. Best regards, Adelfa Basang Manager of The Farmhouse at Iba Botanicals

I made a booking request on April 7 for a property in Ventura through HomeAway. I received a voicemail from Jessica, asking for copies of everyone's ID, which I found intrusive. I politely declined to provide the personal information and informed her that I no longer wish to continue with the booking. Despite my clear decision, she insisted on the policy, accusing me of hassling her. I have the text messages to support this. Jessica asked me to cancel the booking, but since it was not approved, I cannot cancel it. I am concerned that they may try to charge my credit card. I want to ensure that I will not be charged for this unresolved booking at Sea La Vie - An Ocean Breeze Cottage from April 21-24.

Hello, I have received a reservation that I would like to confirm. Unfortunately, I am unable to do so as I have deactivated my email on the website. My new email is [redacted]. The reservation from the client arrived as requested on my original contract, on my mobile phone which is still active at 0[redacted]83. The reservation I would like to confirm is with reference number [redacted] from Manuel Garcia for the dates of June 26-30 on Abritel. Can you please confirm and follow up on my request? Thank you. Regards, Eva Ferranti (Property Owner) --Paul Chambers

Subject: ID # YT6ER23N Property: # [redacted] Vacasa did not provide the TV/Wi-Fi services for the first 5 days of our stay in condo #[redacted] at the Grand Atlantic Resort. We have requested compensation for our roaming charges, which amount to $60/day x 5 days plus $15/day for the same duration! Despite following up with Vacasa, we have not received any confirmation or credit to date. We are leaving on Sunday, April 30th, and would like to resolve this matter before our departure. Could you please reach out to your Vacasa manager on our behalf? Thank you for your attention! - R.M.

I am still waiting for updates on my case at San Agustin Ocean Village Club with case number [redacted]90. To refresh your memory, we arrived at the rental apartment, but it was uninhabitable due to a hazardous mold situation with the air conditioning unit leaking water onto the floor. We were forced to rent another place as the owner did not assist in finding an alternative. We are seeking a refund for the rental. I hope that Vrbo will take some responsibility as their clients rely on their services. Thank you, Dolores C. This incident occurred on April 8, [redacted], at Ocean Village Club, Apt O25.