VRBO Customer Service Issues

I want to inform VRBO why I will no longer write reviews. The rental house we stayed at this summer was filthy. I contacted the owner, sent photos, but all he said was okay. I had to clean it myself before use. I left a review mentioning the great location but advising future renters to bring cleaning supplies. The owners responded online claiming I only mentioned a dirty fridge, omitting other issues like a dirty kitchen sink, sticky floors, mold, and unwashed bath mats. I didn't even mention the dusty a/c duct. I couldn't dispute this online. Writing a review seems pointless now. I will refrain from doing so in the future.

I am currently unable to respond to a 77-day vacation rental request for my home while traveling. VRBO's contact system relies solely on phone calls, making it challenging for individuals without access to phones, like myself. I am currently on a cruise ship in Asia with only email access. Despite previous attempts to seek assistance from VRBO's customer service via email, I have not received a response. I hope VRBO can provide an alternative solution to accommodate travelers in situations like mine. I simply want to inform Chris Hayes that my property is available without the need for phone verification or complex security measures. Thank you for your help. Richard M.

Hello, my name is Natàlia Verjat. I made a reservation for a property with the ID HA-7G95910 and order number YF73DY. The property is managed by the owner Luke Nguyen, who can be reached at [redacted] or [redacted] Upon arriving at the Las Olas 6th floor Condo 22, which was advertised with a king bed in the master bedroom and a queen in the second bedroom, we encountered a different set up with full beds, soiled linens, and unclear internet access. This is crucial for me as an online college professor. The unit was described as a "luxury theme," but the reality is far from it, as it is dirty and not as advertised. Despite contacting the owner about these issues, including the incorrect bed sizes, unclean linens, and internet problems, I have not received a satisfactory response. I am requesting a full refund and plan to vacate the property tomorrow. I selected this condo specifically for the king bed due to my husband's limited mobility. However, the current conditions do not align with what was promised, and the photos provided are misleading. I have already reached out to the owner, but have not received appropriate assistance. I would appreciate guidance on how to proceed. Thank you, Natàlia Verjat

I noticed a charge of $[redacted].00 on my credit card statement dated 9/15, posted on 9/18, labeled as a VRBO fee. Despite an attempted call that lasted 45 minutes, I was unable to determine the nature of this charge. Around the time of this transaction, we reserved a property in Arizona for a week, but the next day the owner contacted us to cancel because of a longer-term rental. They assured us a refund. We then booked a different property, with a confirmed booking fee of $89.17. I am seeking clarification on the $[redacted].00 charge as it is unclear. Without resolution, I may need to dispute this with my credit card company. Any assistance in resolving this matter is greatly appreciated. Thank you.

I've attempted booking with VRBO twice within the last two days for a trip to Austin in March. The first try, I was informed the host hadn't updated their prices for a conference during that period and wanted to charge me four times the amount. On my second attempt, after my booking was confirmed and my card was charged, I got a message the following day stating they once again hadn't updated their rates, and the new price was three times higher than my confirmation. When I expressed my frustration, they offered to let me cancel. It doesn't seem fair that they provided a quote, confirmed the booking, charged my card, and then expected me to cancel because they decided to increase the rate. I'm disappointed by the lack of consumer protection and worried about experiencing this again. This experience makes me reluctant to use the service in the future.

Regarding the issues I encountered with Owner (VRBO# [redacted]) and my requested refund, here is a detailed account: On January 31st, I inquired with the owner through VRBO regarding rental furnishings. The owner responded promptly. On February 3rd, the owner provided reservation ID HA-9Q0Q8Y with a quote of $1,[redacted].55 for a stay from October 29th to November 4th, requiring a $[redacted] deposit and final payment in August. Despite my attempts to confirm the booking, the owner was unresponsive due to being on a cruise until February 7th. After failed attempts to contact the owner via various means, I arrived on October 29th to find no check-in details available, forcing me to seek alternative accommodations in Maui last minute. This experience has significantly impacted my trust in VRBO, affecting not only my personal holiday plans but also potentially impacting my lacrosse team's future accommodation choices. I have documented evidence of our interactions and the lack of support from the owner. I can be contacted at [redacted]. Thank you, Bradley.

I recently made a reservation with the booking number HA-GXK96B but immediately realized I needed to cancel. Although the owner, Boris, generally has a nonrefundable policy, he kindly approved the cancellation after I explained my situation. Upon canceling, I noticed refunds of $[redacted] and $[redacted].85 were issued, but I am still missing $[redacted].75. Boris mentioned it might be VRBO's taxes and fees, despite VRBO confirming only $86 is theirs and the rest is due from Boris. I've contacted VRBO, and they assured me that Boris was sent instructions on issuing the remaining refund. However, he has not completed it so far. I hope to resolve this smoothly and receive the full amount as promised by Boris to maintain a good relationship with VRBO, as I have another booking with them in Los Angeles. Kindly review the message exchanges between Boris and me on VRBO to see his agreement to refund.

We have a rental starting tonight in Key Largo, FL at [redacted] Ocean Bay Drive, unit M1. The rental is in a gated community and comes with two parking spaces. Our group consists of 10 people, including two twin babies with all their gear. We need to bring three cars, but we're only looking for information on overflow parking options. We would like to temporarily offload the third vehicle and then park it securely off-site for the weekend. Despite reaching out to the property owner with no response and getting no help from the security gate, we were advised to contact the association for assistance. It seems surprising that there is no overflow parking available on site, making us feel disappointed with the customer service provided.

I requested to cancel our booking number [redacted] from December 21, [redacted], to December 26, [redacted], due to a change in our vacation dates. The cancellation policy allows me to cancel with a full refund until November 21. I submitted the cancellation request on November 5 but have not received a response yet. Initially, Laurie Wahrenberger was the property contact, and she remains listed as the contact. When I contacted her on October 25, the property details indicated it was no longer available per the owner's request. Laurie reassured on October 29 that our reservation was still valid despite the property being sold, and she would no longer manage it post-closing on October 30. We have made a full payment totaling $2,[redacted].00 for the rental.

I recently received a generic response to my support inquiry via a "no reply" email. Unfortunately, my new listing is not appearing in searches, including "Dunnellon, FL" and "Rainbow River, FL" searches. The reply mentioned it could take up to two weeks to fix, but as this affects my property and listing costs, I cannot wait that long. My VRBO listing, www.vrbo.com/[redacted], needs visibility as my other property on VRBO has been successful. I feel frustrated as my new listing has zero exposure. Despite being told that someone is looking into it, the follow-up email offered no solution. You can reach me at [redacted] or [redacted] Thank you, Hal Rogers.

Hello, I am Roxanne C. I had booked a condo on Galveston Beach in Texas for December 26th to December 30th. I contacted them to cancel due to a family emergency, but I missed the non-refundable dates policy. I received a cancellation notice from the owner, Jason, mentioning I won't get my deposit back. My query is, can I still keep the reservation and complete the payment to avoid losing the deposit? If I can't get the deposit refunded, I would like to proceed with the rental and find someone to accompany me. I would appreciate a prompt response. Thank you.

I require Technical support assistance. My account was initially registered under [redacted] I intended to modify the account's name and email, so I changed the name from Eric to Erica and the email to [redacted] I assumed this was sufficient. Later that day, when attempting to log in with the new email to plan a trip, I was prompted to log in with my Gmail account, now listed as [redacted] Upon doing so, I discovered a [redacted] account with my Google profile picture, lacking my previous bookings, favorites, ratings, and past reservations. My most recent booking was a house in Hana, Hawaii, near the end of May [redacted]. The property might no longer be listed on VRBO as the owner was looking to sell. Unfortunately, I cannot retrieve information about my prior bookings, including the mentioned house and other properties booked over the last decade. When attempting to log in with the old email, I had to activate it, leading to yet another [redacted] account without any historical data.

I made a reservation for a three-night stay at property ID# [redacted] from October 7 to October 10, [redacted]. Upon arrival, I found the home had not been cleaned and Yalda, the owner, claimed it had been vacant for a week. Yalda is delaying the refund process, and I had to find alternative accommodation. I paid an additional $[redacted] fee after booking, which was not initially included. I am requesting a refund for this amount as well. Yalda falsely marked the reservation as canceled after I mentioned leaving a review due to the delayed refund. It is important to note that my dad faced difficulties accessing the property upon arrival. I am seeking assistance in resolving these issues promptly. Thank you for your attention to this matter. Sincerely, Carrie M.

During our recent stay at rental property #[redacted], my husband and I encountered a slight leak in the sink fittings and an unseen crack in the plastic sink. The owner's response to our concerns about the leak and crack was disappointing. Despite contacting him promptly and providing evidence through photos, he has chosen to accuse us of causing the damage and is insisting on charging us. We believe that the condition of the sink was due to normal wear and tear from typical usage. We are now uncertain about how to proceed with this situation. Thank you, L. R.

Over a month ago, I initiated a case regarding the inadequate refund information provided by the renter of a property I had rented. The complaint number is [redacted]9. Although I received a partial refund of my payment, I am still awaiting a resolution regarding the disputed amount for the VRBO fees. I contacted a trust representative two weeks ago who assured me of a resolution within 48 hours, but unfortunately, I have not heard back from anyone yet. This unresolved issue has tested my patience, as I believe I was misled by a misleading listing. Please reach out to me at [redacted]. Thank you, James.

I returned to your website due to positive experiences in the past and selected a suitable apartment on South Ocean Drive for a 3-month stay. After sending a cashier's check and signing the lease on November 7th, the owner cashed the check on November 13th. Following that, we discussed check-in details and parking with the owner. However, she called the end of last week to inform us that the apartment was sold and no longer available. Despite our request to delay the sale, she declined. She assured she would send a cashier's check for a full refund along with a termination letter. After texting her on December 6th, she claimed to have sent the check by regular mail on Tuesday, which we have not received. We have made non-refundable arrangements for our car, booked flights for December 31st, and arranged for mail forwarding. We believe VRBO should be aware of our situation. Thank you, K. Pomerantz.

The property pictures were misleading. It was advertised as a one-bedroom, but it's actually a studio, with a single crowded room for sleeping, dining, and living. The dining area only has a bar with two stools, not the table and chairs shown. The picture of the owner by the water is misleading as there is no water nearby. Only one baseboard heater works, and there are not enough wall plugs, making it feel unsafe. The lack of furniture like a dresser is inconvenient for a two-month stay, as well as the missing gazebo mentioned in the description. After requesting to leave a month early, the owner agreed to reimburse $[redacted].27, which seems unfair considering the total payment of $[redacted]. We feel the cabin is unacceptable and unsafe, and we urgently seek to terminate our agreement. Please contact me promptly at [redacted].

I would like to report a concerning experience with the vacation rental property managed by Caleb Kim with the phone number [redacted] and email addresses [redacted] and [redacted] listed on the VRBO website under listing ID #[redacted]. Upon arrival, we discovered discrepancies in the property that made it uninhabitable and misrepresented in terms of capacity. Our family trip was ruined by this unfortunate situation. Despite trying to address our concerns with the host, the interaction was unprofessional, including attempting to move communication outside of the app. We seek a full refund of [redacted]% for our dissatisfaction.

I recently realized that I had asked similar questions to the owner a few days ago, but they have not responded. I need to check out by tomorrow afternoon and can't risk waiting another 24 hours for a response. To secure a place for my family due to my kids being unwell, I may need to find alternative accommodation by today if the owner does not reply promptly. Can you assist by canceling my recent booking and ensuring my card is not charged? Given the lack of response from the owner previously, I am concerned about the reservation for this crucial time of year. Your help would be greatly appreciated. Thank you.

I am currently facing numerous issues here in Palm Springs with the condo owner whom I paid with a credit card. My vacation has turned into a nightmare due to multiple problems upon arrival: 1. The lockbox was broken, and I was given the wrong code to enter. 2. The condo was filthy and had not been cleaned, with unchanged bed sheets and a dirty mattress. 3. No cable TV was available in any room since it was disconnected in August. 4. I fell and injured myself on an unlighted stoop last night. The manager sent by the owner on the second day was surprised by the condition and made some improvements, but the floors couldn't be cleaned due to a broken vacuum. He also mentioned disconnecting cable in August. This led to a frustrating experience trying to set up cable following the owner's directions left in the condo. After spending hours in Urgent Care today for injuries, I am disappointed by the owner's response to my request for a refund or insurance information. Despite offering $[redacted] refund when cable is set up, the situation is unacceptable given my injuries. I seek guidance on obtaining a full refund, receiving the insurance details, and being moved to a different unit promptly. Regards, R.V. [redacted]