VRBO Customer Service Issues

Property ID [redacted]: I tried booking this condo for 4 nights as per the ad's 4-night minimum requirement. However, my reservation request was declined with the owner mentioning they only rent weekly. This information was not specified on the site. See the owner's response below. Can someone assist me with this issue? Thank you. Dear Jeffrey Gibbons, I regret to inform you that we cannot accept your booking from Jun 12, [redacted], to Jun 16, [redacted]. Your card has not been charged, and you are free to explore other property options. Please note, we rent from Saturday to Saturday, so the available options are 8th-15th or 15th-22nd with off-season rates at $[redacted] per week. Apologies for any confusion. Thank you, Sharon Sutter

I recently made a booking for your property under the name Kayla Conley. I have some concerns regarding the property as it was advertised as a townhome but appears to be a duplex, which was not mentioned in the description. Privacy is crucial to me, and I am uncomfortable with the proximity to another guest. I would like to cancel my reservation and receive a full refund due to this discrepancy on VRBO. Upon checking the address on Google Maps, I discovered that it was indeed a duplex and not a standalone townhome as described. Thank you, K. C. [redacted] Reservation ID: [redacted]

I have been waiting for a response from you for several weeks now and still have not received a call back from a manager as promised. You were supposed to pull the recording of my first conversation with your third-party customer service representative. I called to use my protection plan to receive the $[redacted] cancellation fee the owner charged me. When I called, your representative canceled my protection plan instead of allowing me to use it as requested. I would like my $[redacted] refund ASAP. I purchased the protection plan for a reason, and you are failing to fulfill your end of the agreement. I will be filing a complaint with the Better Business Bureau and sharing my experience with your company on every social media platform available if I do not get a response. I have been more than patient, and this is getting ridiculous. You sold me a product; now, please fulfill your end of the agreement. Thank you. Respectfully, SW The reservation was held under the following email: [redacted]

I need urgent assistance regarding my VRBO reservation with Reservation ID HA-TZN9X3. We booked a condo in Maui, but the property owner, Lisa, informed us of a double booking and left us stranded. She mentioned only refunding the fees she received, not the VRBO fees. Therefore, we had to scramble to find a new place last minute, incurring additional fees and a higher price. We only received half of our paid money back, losing nearly $[redacted], which is extremely frustrating since this was not our mistake. How can we recover the VRBO fees after this situation where the owner accidentally double-booked the property and canceled on us? This experience has been a nightmare, akin to a scam, and has greatly impacted our vacation. Our hard-earned money should not go to waste. R. Douthitt

I rented HA-IKOJHD.A, rental property [redacted] for March 1-31. We paid a $[redacted] refundable amount. During our stay, I accidentally broke a window trying to deal with bees. I promptly reported the incident; the owner quoted $[redacted] to fix it. I agreed to deduct this from our refund, leaving $[redacted] due. After waiting for the refund, I discovered it had been sent to our bank on Feb 1st but was declined due to a credit card breach. Despite attempting to update my payment method, no one seems able to help. The owner claims they can't issue a new refund, and Homeaway can't accept my new card details. I feel frustrated by the lack of resolution and believe Homeaway's involvement has led to increased costs and reduced communication. I hope to find a solution soon. - M.G.

Regarding VRBO Case [redacted]1, I would like to address the issue of properties in Nuevo Vallarta being listed for bookings in [redacted] or earlier. This resort only accepts bookings [redacted] days in advance, so it raises concerns when individuals advertise properties that are currently unavailable. There is also a risk of not receiving the requested ocean view upon arrival, leading to either accepting a downgrade or losing the payment due to the lack of cancellation policies. An encounter shared by Nancy King (Pr Id [redacted]) emphasizes the importance of accurately representing the accommodations. The absence of a guaranteed view or room type when booking in advance without a refund policy is concerning. I suggest that timeshare owners provide a disclaimer on the site to clearly inform potential guests about the possibility of discrepancies in the units. It is crucial for VRBO to ensure fairness and transparency in advertising to avoid any misunderstandings or disappointments for guests like me. I trust that these concerns will be taken seriously and addressed promptly. Best regards, Dennis J.

Subject: Urgent Issues with Property Rental To Whom It May Concern, I have reached out to your company three times without any response, despite being promised one each time. This lack of communication is unacceptable. The Traveler Care Team was supposed to address my concerns. During my recent stay at the property in Anaheim, CA (Reservation ID # HA-YSJNJB), I believe the homeowner entered the property without notice. This is a serious violation of privacy. Additionally, there were discrepancies between the property description and reality. The living room furniture did not match the photos, there were fewer TVs than advertised, and key amenities were not as described. The homeowner's behavior, misrepresentations, and lack of response have left me extremely dissatisfied. I request a refund for the rental price due to these issues affecting my stay negatively. Best regards, Megan G.

I had booked a condo in Panama City for Feb 22nd - Feb 25th. Reservation #HA-9DKW4P. Initially, the owner called to cancel due to plumbing issues, but later, he mentioned a mix-up and said the reservation stands. I had to book another place. I now have two bookings for the same weekend. The owner refuses to refund me and is unresponsive to calls and texts. I need a full refund due to this mix-up.

I am disappointed to share that my family's anticipated stay at a vacation rental in Tahoe City was cut short due to unforeseen circumstances. The owners were incredibly supportive throughout our experience, from promptly addressing our initial confusion over access details to responding promptly to our inquiries. Unfortunately, upon our arrival, we discovered a power outage in the area, leaving us apprehensive about the uncertain wait for restoration, especially considering the challenging conditions for carrying a young child through a dark, snow-covered path to a potentially unheated property in extreme cold. Regrettably, we had to swiftly secure different accommodations for the weekend.

I have a reservation for a condo in Destin, FL from 3/22/19 to 4/5/19 with Reservation # HA-HCY5F2, Property ID [redacted], owned by Lenora Fernandez. I was recently contacted by Tim Kirk from Sail Vacations, informing me that he is the new property manager as Lenora no longer owns the condo. I need to make my final payment, but now Lenora has emailed me requesting it. I am unsure of who the rightful owner is and where my final payment should go. There seems to be a mismatch in information, and I am worried about a possible scam. I need clarity on the ownership of the property to proceed with my payment and ensure my family's vacation plans are secure. -Karen M.

We recently switched property managers for our VRBO home due to issues with the previous manager's responsiveness and the condition of our property. We lost 25 reviews during this transition. We have since found a new property manager and relisted our home. Is it possible to transfer the original reviews to our new listing? Thank you.

I rented my home through VRBO for 18 months, until spring [redacted]. Recently, I discovered an undisclosed negative review about me on VRBO. Now, as a prospective tenant on VRBO, my potential landlord confronted me regarding this one-star review without any context. Upon searching for the review on VRBO, I could only see the rating and date, with no further details. It has been so long that I can't even identify the tenant involved. The fact that this negative review is visible to landlords but not to me is concerning. I am disappointed that VRBO did not inform me about it. I kindly request urgent assistance in resolving this matter before my upcoming trip in one week.

Yesterday, Saturday, March 9th, I made a reservation with VRBO HA-03VRQY for a hotel in Cartagena, Colombia through your website. I paid $[redacted].00 with my credit card. The email I provided for reservation information is [redacted] After not receiving any confirmation emails, I called and was informed my email was incorrect. I then gave another email, [redacted], to a representative. Later, a different person mentioned in a chat that the hotel was not ready to host guests. I have my plane tickets ready to travel, yet I do not even know the hotel's name as I trusted I would receive an email with the reservation details. If you have the reservation number, you should know the hotel. My name is Guido Tamayo Giron. Phone: [redacted].

Upon arrival, we noticed several ants mainly in the living area. By the next morning, the ants had spread to our food, countertops, floors, and even the bedroom and sofa bed. Teri, the manager, mentioned this can happen due to rain and promised a spray treatment. After leaving for 6 hours for the treatment, we still found ants upon return. Teri agreed to a refund, but I have yet to receive it. We had to book another hotel room, leading to double expenses. A resolution and refund are requested. Bill To: Recipient: L.K. [redacted] Columbus Drive Frisco, TX, [redacted] Tel: +1 [redacted] Email: [redacted] INVOICE TOTALS Invoice Invoice Date: February 22, [redacted] Invoice No: USHA13C[redacted] Order No: F8Z4BNZ Amount Due: $0.00 Due Date: PAID

I have cancelled a reservation for June 28 to August 15, [redacted], with a guaranteed full refund before May 28, [redacted]. Despite being assured by the owner that the refund is in order due to the property being sold, I am yet to receive my $7,[redacted] refund. I've reached out to both the owner and VRBO but have not received a response. I am seeking clarification on when and how the refund will be processed. I provided the reservation details for reference: VRBO.com #[redacted]. Thank you.

We encountered numerous issues with the cabin during our stay that we did not report to the owner upon arrival since we didn't notice them immediately. The fireplace was not in working order, a shower stall leaked, a bedroom had a wet floor, the glass table had cracks, and the cleanliness of the cabin was subpar. The owner deducted $[redacted] from our deposit for damages to the glass table and accused us of "trashing the place". We did not report these issues right away, as we were preoccupied with ensuring our children's safety due to the broken glass. We inadvertently removed a picture to hang a banner, kids slightly disarranged board games, and we meticulously followed the owner's vague cleaning instructions despite a steep cleaning fee. We dispute the charges and request a full refund of the deposit, as we did not cause the damages claimed by the owner, and numerous witnesses can attest to the preexisting damage to the table upon our arrival.

In December, I made a reservation for Property # [redacted] in Kelowna, British Columbia. My Reservation ID is HAD94C1W. The first installment of $[redacted].57 US, $[redacted].30 CD was charged to my credit card on December 13th. In March, I paid the remaining balance of $[redacted].90 but noticed I was charged $[redacted].30 again for the first installment I had already paid. After contacting customer service and receiving assurance that the $[redacted].30 would be credited back to my credit card, I have yet to see the credit applied even though the case number provided was #[redacted]7. The property owner cancelled my reservation due to construction and promised a refund. An email I received only showed a partial payment. I am seeking clarification and hoping for a personal call from a customer service representative to resolve these issues. Kindly reach me at [redacted]. Thank you, Pat Warpenburg.

My experience in Breckenridge, CO: Arrived last night at a condo that feels very dated, possibly 40 years old. The entrance drive has deep ruts, and the parking is tight. Upon entering, I found a hot water heater and furnace in the front room. The rug is wrinkled and needs cleaning, with many rag rugs covering thresholds, which is a hazard for us in our late sixties. The bathroom fans are loud, and when the furnace starts, it makes a loud noise. Pink Formica covers all kitchen surfaces, and the "Master" bathroom is smaller than my pantry back in Michigan. The "Master" bedroom has only a full-size bed. Despite having good experiences with VRBO rentals in Telluride and Park City, this property falls short of expectations. Disappointed by these lower standards in this property compared to others we've stayed in. - Frances S.

Upon our arrival at the Ocean Spray rental on March 16th at 4:15 PM, my family and I were taken aback by the lack of cleanliness at the property. Despite being a returning VRBO user who typically inspects rentals thoroughly, we encountered multiple issues. These included stains and sand throughout the house, poop smeared on the floor of the master bedroom, hair in the beds, showers, and sink areas, as well as urine stains on the master bed. After notifying the owner and attempting to clean up, we were unable to overlook the unsanitary conditions and requested a refund. Although the owner initially agreed to reimburse us for the rental, we have yet to receive the funds as promised. We insist on a full refund of $[redacted].00 rather than the partial $[redacted] cleaning deposit we were offered. Our decision to leave the property after only an hour was based on the discrepancies between the property's advertised condition and its actual state, which was far below our expectations.

Dear VRBO, I had some trouble submitting my review of the property. Here is my feedback: Our stay at Chasa Engadina in Sent was enjoyable. The old village house has been refurbished and radiates a charming local vibe. The building is split into two parts - one a 3-level "apartment" without a balcony where we stayed, and the other part with two apartments with balconies facing east. Privacy wasn't an issue due to thick walls. The property has a shared basement with a sauna, ski equipment area, and laundry facilities. There's parking available in the garage and in front of the house. Our "apartment" had a cozy living room, dining room, bathroom lacking a shower curtain, and a dimly lit kitchen. The bedrooms were spread out over different floors, with two bedrooms in the attic. We faced some issues like frozen entryway, confusion over payment, bedding not set up, and delayed delivery of dishes for the raclette machine. In conclusion, Chasa Engadina is suitable for families with young children or groups of friends willing to share space. Best regards, Dr. Noemi Gal-Or