VRBO Customer Service Issues

I made a reservation for a condo and also bought damage insurance. I noticed that I was charged for both the insurance and an additional $[redacted]. My understanding was that it would be one or the other. I am about to go on vacation but don't have enough money left for travel expenses and activities with my grandchildren. Our trip is planned for St. Simons Island. Reservation ID: HA-DTXFOD Property ID: [redacted] Dates: April 1, [redacted] - April 4, [redacted] I kindly request a refund of the $[redacted] so that we can enjoy our vacation.

I recently completed my payment for property number ID [redacted] in Menton, France for a stay from July 7th to July 14th. I am a returning user of your booking system and find the current payment process confusing. The system displays a grand total that includes the deposit already paid, leading to uncertainty about the amount being paid. I would appreciate it if VRBO could clarify the payment details for today.

We rented a house at 37 Mooring Buoy Road, Hilton Head Island SC months in advance for my son's wedding. Unfortunately, upon arrival, we found other renters in the house, forcing the groomsmen to scramble for last-minute hotel rooms. Despite multiple conversations with the owner prior to the event, the situation was mishandled, leaving us in a difficult spot with wasted food and disrupted plans. We are requesting a refund due to the inconvenience caused by this unexpected turn of events.

I need to cancel my reservation. The owners are having trouble confirming the cancellation due to an error. I was disconnected from customer support twice while trying to resolve this. I am unhappy and want a refund urgently. If this is not resolved within 48 hours, I will contact the Better Business Bureau. The reservation number is HA-ZW0TXX.

This is my first time using your service. I booked a place starting tomorrow, but ended up arranging with the owner to come today and just pay cash for this one night. However, upon arrival, the situation was not as described in the posting I replied to, and I would like to cancel my reservation. The listing states it is completely separate from the main house, with pictures of public areas portrayed as private, without any mention of sharing them. Moreover, the owner's bedroom door is right next to mine, just a foot apart. When she returned earlier, she attempted to enter my room, despite me requesting a minute. Fortunately, I had locked the door, although I do not have a key to lock it when I leave. The host is friendly but I require uninterrupted self-regulation as an author. I am unable to accommodate constant interruptions. Therefore, I kindly request to cancel my reservation and receive a full refund due to the misleading advertisement of the place.

During our recent stay at a property on the North Side of Grand Cayman, we were disappointed to find that the view and amenities did not match the description provided. Construction surrounding the condo, beach area, and pool also impacted our experience negatively. After trying to contact the owner without success, we reached out to the condo manager who then relayed our concerns to the owner through messaging. The owner offered us one night free as compensation, which we accepted. Upon returning home, we realized that we were only refunded $[redacted] instead of the agreed-upon one night's rate of $[redacted]. After requesting the remaining amount, the owner promptly refunded the $75 but also left us a poor guest review. We feel it is unfair that this negative review was given only after we asked for the full refund we were promised. We hope this issue can be resolved fairly and the unjust review be removed. Thank you for your attention to this matter. - J. K.

I recently made a booking on your platform, and unfortunately, my family's stay was not pleasant. I left an honest review, but the homeowner retaliated with a negative review of me as a guest. This feels unjust as I have messages from the homeowner thanking me for leaving the property clean. It's unfair that she can post inaccurate reviews out of spite. I request the removal of her review since I have evidence proving otherwise. Additionally, I believe the homeowner should be investigated for potential surveillance cameras on the property. Even though we didn't notice any, the fact that the homeowner referenced a private conversation we had is concerning. It should be mandatory for homeowners to disclose if there are surveillance cameras present on the property to ensure guest privacy and safety.

I have been trying to receive my reimbursement from VRBO as promised. It has been a month since we were forced out of our rented apartment in Miami by the police. Additionally, we had to spend extra money on hotel rooms since then. Although we received a refund for the initial apartment, we are still awaiting the reimbursement for the additional expenses incurred to find alternate accommodation. I have been in regular contact with VRBO since our time in Miami, but I have only received standard automated responses. I am solely requesting the $[redacted] we spent unexpectedly due to having to secure a second hotel ourselves during this challenging vacation. Case numbers: [redacted], [redacted]7, [redacted]8. I hope this issue can be resolved promptly.

I am writing to address an unfortunate experience with tenants who booked my property through VRBO Listing [redacted]. The guests, identified as KL, displayed dishonest and destructive behavior during their stay from April 13 to April 16. Despite reporting the incident, VRBO only allowed for a numeric rating system to provide feedback, which does not adequately convey the extent of their misconduct. The guests misrepresented their party size, bringing twelve individuals instead of the declared two, and even brought a pet despite our strict no-pet policy. Their actions resulted in damage to the property, including overflowing the hot tub, soiling the bathroom with the pet, and breaking various items like the toilet handle and screen door. Additionally, they stole towels, hose nozzles, and interfered with our security cameras and internet. Despite seeking support from VRBO, we were informed that little could be done due to the CSA Policy in place. As a result, we are left with significant cleanup costs and damages to address. It is crucial for VRBO to improve their systems for reporting and addressing misconduct by guests to safeguard property owners from such incidents in the future. Your consideration in addressing these issues is greatly appreciated.

I made a reservation on 4/13 (ID#HA-[redacted]) for the last weekend in May (5/24-28), but I accidentally booked it for 4/26-30. I paid in full. I realized my mistake within 24 hours, emailed the host, and called the owner the next day. I asked to switch to my actual travel dates or to March [redacted] when I will return. On 4/15, I cancelled the reservation through the VRBO app. The owner replied on 4/16, stating no availability for my actual dates and only refunded the damage deposit of $[redacted] due to the late cancellation. I requested reconsideration of the strict policy due to the quick cancellation but received no response. I'm seeking a resolution as I have always had good experiences with VRBO, but this issue remains unresolved.

Hello, my spouse and I made a reservation for a stay in Daegu, South Korea from 4/25 to 4/29 with the email address [redacted] Upon realizing the error, we corrected it to [redacted] Unfortunately, we haven't received a confirmation for the booking and have not received any communication from the property owner. The property is no longer available for our selected dates. We urgently need clarification on whether the reservation was successful or if we should look for alternative accommodations. The booking was made for Cedaz Gibbs under property [redacted]ha. Despite our attempts, we have not been able to reach the owner and had to make other arrangements. We are requesting a full refund for the inconvenience.

Subject: Assistance Needed with Booking Issue Dear Customer Service, I recently encountered a problem with a booking I made through VRBO. After receiving an email stating the property was unavailable, I made alternative arrangements. To my surprise, I was later charged for the original booking, which I now need to cancel and be reimbursed for. Despite my attempts to reach out, the owner/manager has not responded to resolve the matter. I kindly request your assistance in handling this situation on my behalf. Thank you for your attention, Maria G. Original Message: Hello, I received an email informing me that the property was unavailable, prompting me to request a refund as I had made other plans. It appears there was an error, causing me to be charged for the booking. Your prompt attention to this matter would be greatly appreciated. Thank you, Maria G. Sincerely, Maria G.

I am facing a difficult situation where my car has been totaled, and my brother-in-law has lost his job. Unfortunately, this means we are unable to afford to travel as planned. I had just made the reservation on April 11, and the additional expenses of renting a car are beyond my current financial means. It is truly disappointing, and I am struggling as I cannot afford to bear this cost alone. At this point, it seems like a challenging situation for all involved.

I have attempted to contact the owner about cancelling my booking, but have not received a response yet. According to the owner, I should be able to cancel for a full refund by June 18. Here are the messages I sent to her: Hello Janet, I left you a voicemail and also sent a text message regarding the need to cancel our booking for your condo in late August. Due to unexpected circumstances with my special needs child, who has been accepted into a local preschool tailored to his condition, we have to cancel our vacation plans. Please proceed with the cancellation and refund process. Let us know if you require any additional information from us. Thank you for your assistance. The reservation ID is HA-2tfjkw.

I am concerned about my Montreal reservation (Reservation ID # [redacted]) from May 14-18 due to communication issues with the property manager. The property contact, Didi Collins, informed me via text yesterday that my reservation wasn't confirmed, despite me sending her copies of the confirmation email from March. She mentioned two threads on VRBO, one confirming the reservation. However, she prefers not to use VRBO for communication. I requested her to email me, but I haven't received anything yet. With my trip approaching in 9 days, I am worried about the status of the unit. Can someone please follow up with her to ensure everything is in order? I appreciate any updates. Thank you. Fred B.

Hello, I would like to inform you that unfortunately, our planned visit to Split has been canceled due to unforeseen events. Despite efforts to obtain a refund from the property manager and homeowner, we have been informed that it is not possible. As we are currently on duty enroute to the Middle East, we kindly request assistance from VRBO in obtaining a refund for the rental in Split. Your cooperation in this matter would be greatly appreciated. Should you require any further details or have any concerns, please do not hesitate to contact me. Thank you for your understanding and support. Sincerely, T. F.

Dear community, I want to share our situation. We had reserved a house in Split, Croatia from May 8th to 11th to coincide with our ship, USS Abraham Lincoln, visiting Split. Unfortunately, due to unforeseen events in the Middle East, our port visit got cancelled because of our ship's new tasking. The property manager and homeowner mentioned that a refund is not possible. Given that we are serving in the military and heading to a combat zone, we believe VRBO could assist us in obtaining a refund for our rental in Split. Please reach out if you have any questions or need further details. Thank you for your time. Travis Franklin

Hello, I made a reservation for property #[redacted] in Moab, Utah, one year in advance, and my credit card was charged for the full amount. After speaking with the owner, we agreed it would be better to split the payment. I suggested paying 1/3 now, another 1/3 in 6 months, and the final 1/3 2 months before arrival, but I am open to making two payments with half now if necessary. The owner mentioned I could contact her for approval. I also adjusted the dates with her to check in on Sunday, May 3, [redacted], and check out on Sunday, May 10, [redacted], contrary to the original booking from May 2 to May 9. Annie was very pleasant during our conversation and advised that any changes to the payment plan would need to be handled by the booking platform. Looking forward to your guidance. Thank you, Nancy Lee.

I have suspicions this may be a scam. Here is the most recent message I received: Fabio Giovanni replied to my message regarding Property #[redacted], Unit #[redacted], for dates Aug 25 [redacted] to Aug 31 [redacted] for 2 adults. He mentions his company will handle the payment by sending a check. He asks for mailing information, total quote, full name and address, phone number, and email. He also provides a phone number to text. This seems suspicious to me. Thank you.

I have selected specific dates for my stay, which the website indicated as available. After providing my credit card details, the owner informed me that only 3 nights are actually open, not 4. I even made a reservation over the phone, where the operator confirmed the dates, leading to confusion. This experience, being my first time using VRBO, has been disappointing. I proceeded to request the available 3 nights for convenience, but the approval is pending. I had to book another hotel for the remaining night. Booking through VRBO has not been as seamless as expected, leaving me feeling frustrated about the reservation process. - Arlene S.