VRBO Customer Service Issues

I recently received a notification about our Premier Partner status potentially being at risk due to a lack of VRBO bookings. Interestingly, our next eight bookings are all from Airbnb. This raises some concerns. It seems like our listing in Templeton is being overshadowed by listings in Cambria, which are 26 miles away. This makes it difficult for us to secure enough bookings on VRBO to maintain our Premier Partner status, especially since our available dates are primarily booked through Airbnb. It's unfair to penalize popular listings like ours simply because there are no available dates left to book.

I am unable to locate the house we have a deposit on at Embden Pond, Maine. When searching for it using VRBO number [redacted], the listing does not appear. There seems to be an issue with the property not showing up in the records. I am worried that the owner may have sold the house or withdrawn it from the listings. Additionally, I am unsure where to send the remaining balance. I hope to receive a response within a few days. Thank you, Marcy Lee.

Dear Sir or Madam, I'm inquiring about our recent stay at Property ID [redacted], Royal Harbor in Naples, FL, rented through Luxury Rentals with Reservation ID HA-6Y21H3 from Feb 6 to Feb 16, [redacted]. We authored a review under the name "Bettina and Erwin D." posted on May 9, [redacted], which we are now obliged to remove due to a contract we inadvertently signed prohibiting reviews without consent. Luxury Rentals has requested the review's prompt removal to avoid a sanction of USD 10,[redacted] or more. We admit our error and sincerely apologize for any inconvenience caused. To prevent further repercussions, we kindly ask for your assistance in removing our review. We've been loyal customers and have always valued your services. Your prompt support on this matter would be greatly appreciated. Best regards, Bettina and Erwin Doll

My reservation ID is HA-CBMVBN, and the latest case number is #[redacted]8. Upon arriving at the VRBO property with five friends, we encountered an unexpected situation. The owners seemed surprised by our arrival, as another person was already staying in our rental from the night before. The property was undergoing renovations and was not ready for occupancy. Despite arriving at 1pm as agreed, the person who greeted us was not the one we had been corresponding with. He initially said it would take an hour or two to prepare the place but kept delaying until 6pm. After waiting in a tiny living room for hours, we were informed it wouldn't be ready until 7:30 or 8pm. Exhausted from traveling for 24 hours, we decided to book a last-minute hotel room. The lack of proper beds and the prolonged wait led to a disappointing experience. I had contacted customer service a month ago but have yet to receive any information about a refund. I'm seeking a full refund of $[redacted] for this inconvenience.

Last night, I attempted to book Property [redacted], but encountered issues at the final stage. The options for damage protection insurance and a refundable damage deposit were confusing as it was not clear if selection was mandatory. After contacting VRBO and struggling to communicate with a representative, my booking was completed with the $[redacted] deposit without my consent. Upon realizing this, I promptly contacted the owner to cancel the booking. We rebooked the property with the $59 damage protection option instead. However, I received a partial refund of $79 out of $[redacted].40 from the initial booking fees. I am seeking a full refund for the first booking given the circumstances, as the issue was addressed within 24 hours. The communication difficulties and unauthorized charge have made this process stressful, and I hope for a resolution with a proficient English-speaking representative.

I found an apartment to rent on HomeAway and contacted the owner, who was wonderful. However, the payment process through VRBO using PayPal has been problematic. After encountering issues with payment confirmation and receiving multiple refunds, I am now unable to pay for the reservation. This situation has been frustrating for both me and the owner. I have used VRBO/HomeAway many times before without any problems, but this experience has been unacceptable. I urge VRBO to find a swift and secure solution to this payment issue so that I can proceed with booking the accommodation. Thank you. Jo

I made a reservation for property number [redacted] in Puerto Rico for June 15th to June 22nd, with reservation number HA-ROXFMM, back on February 12th. I paid a deposit of $1,[redacted].53 on my credit card, with a remaining balance of $1,[redacted].25 due on May 16th. On May 12th, I was informed by the owner that due to a family tragedy, our reservation was canceled, but they requested us to rebook under property number [redacted] without paying the remaining balance. However, we are yet to receive the refund and are unable to rebook. With our travel plans nearing and flights booked for five people, I am concerned. I need to know when we can expect the refund for our original booking and ensure the new condo is reserved at the same cost. I believe some compensation should be offered for this inconvenience. Please confirm the refund status for reservation HA-ROXFMM. Thank you.

My name is Jamie Platz, and I recently encountered a situation while booking a location. Initially, the payment process did not confirm due to unavailable dates, so I proceeded to book a different property. Following this, I only had one confirmed location for my second choice on Friday. By Saturday, I noticed two pending payments for both properties, assuming the first one might not go through. Today, I see that both locations are confirmed - the one with the initial payment issue and the second one. I have reached out to the owner of the unconfirmed location to verify the availability before considering canceling the other booking. I plan to contact VRBO to ensure I will not be charged for both reservations.

We encountered a significant issue with a rental we booked through your site. The description stated that the place was heated, but it is not. Additionally, the toilet is clogged and emanating a strong odor due to a 2' x 4' opening in the wall between the kitchen and bathroom. The owner failed to mention that the heater wasn't working until after our arrival, and the toilet became unusable after the second flush. We struggled to reach the owner, who is traveling, and had to endure another night in this cold and unsanitary environment as it was too late to find alternative accommodation. We are finding it challenging to secure a place to stay at this late hour, and the owner is unwilling to provide a full refund. We seek your assistance in finding suitable accommodations promptly and ensuring that we receive proper compensation from the owner who misrepresented the property.

Dear VRBO, I rented a property on your platform for a trip to Cabo San Lucas from May 10th to May 13, [redacted]. The property ID is [redacted], owned by Lia De Tomas. Initially, I found the VRBO website user-friendly and Lia was responsive. Recently, I received a charge from Lia for alleged red wine stains post-check-out, which I dispute. Our group of 8 women, there for a bachelorette celebration, was respectful of the property. As none of us recall spilling wine and many were sick during the stay, I question the validity of the claim. I request an investigation to ensure fairness and prevent potential scams. I urge you to address this issue promptly and allow me to update my review accordingly. Sincerely, Han Lam

I recently booked a property in Dublin for under $[redacted] per night with all my filters set accordingly. Despite the price showing in dollars during my searches on VRBO.com or the app, I noticed a significant increase in the nightly rate on my confirmation due to an additional refundable deposit. I contacted VRBO on May 16 to verify the total price including the deposit. Now, I have been asked for the remaining balance, but this time the amount is in Euro rather than dollars, resulting in a higher cost than originally anticipated. I am confused and seeking clarification on this sudden change. I tried contacting VRBO twice but was put on hold for 20 minutes each time and eventually disconnected. I need assistance with understanding this discrepancy.

I recently booked a property in Dublin for under $[redacted] per night with my filters set accordingly. Despite seeing prices in dollars during my search on VRBO.com or the app, after confirming my reservation, the per night price increased significantly beyond just service fees. I was informed that the price included a $[redacted] refundable deposit when I called on May 16. Now, the request for the balance of payment arrived in Euros, with the same amount I initially saw in dollars, making the property more expensive than my original booking. I tried contacting VRBO twice about this, experiencing 20-minute holds followed by disconnections. Seeking assistance with this sudden change in pricing.

I rented a house in March, but the owner informed me that the rental should not have gone through as they were doing kitchen renovations and had no instant booking settings. I found another rental nearby and cancelled the initial reservation. Despite assurances from the owner, I have not received my refund of approximately $[redacted] for the cancelled booking. I contacted the owner multiple times for the refund but faced delays. We anticipate a prompt refund for the Robin Pearsall location so that we don't have to involve authorities or our credit card company. Thank you for the quick resolution.

Hello, I am seeking assistance with cancelling a booking that I made previously. The vacation rental I reserved in Costa Rica has recently received a concerning review mentioning a poisonous snake in the vicinity, specifically near the pool adjacent to the property. Despite the fact that the house is nestled in a Costa Rican jungle where encountering various animals is normal, the presence of a dangerous snake has made me very uneasy. My booking is still two months away, but I feel anxious about staying in a place with such wildlife. I did attempt to address my concerns with the owner earlier, asking if I could shorten my stay, but that request was denied. After reading the latest reviews and realizing the snake issue was resolved, my fear of encountering such creatures has not subsided. As the main purpose of the rental is for resting, the idea of potential encounters with snakes is unsettling. Thank you for your understanding.

Dear VRBO, I wanted to share my recent experience in booking a property in Topton, NC through your platform. On May 14th, I made a reservation for Property ID [redacted] with Reservation ID HA-S8LCFV. However, on May 16th, I received an email prompting me to complete my reservation in Topton, NC, leading me to believe I had somehow failed to finalize my initial booking. Consequently, I made another payment for a similar property, unaware that it was a different listing. As a result, I now have two reservations, one fully paid and the other partially paid (Property ID [redacted], Reservation ID HA-9BQF1N), and I would like a refund for the latter reservation, which was made in error due to the confusing email. While I take responsibility for the oversight, I found the promotional email misleading, potentially leading to my double booking. I value good customer service, especially considering I am contemplating listing one of my own properties on VRBO. The property in question remained unrented until after May 16th, so a refund should not greatly impact the property owner within a short timeframe. I appreciate your attention to resolving this matter promptly. Thank you, C. McCorquodale

I rented a property in Ojai, California from May 24th to May 27th (property number [redacted], reservation number HA-ZQ7 N64). Upon arrival, we noticed a construction shed in the driveway and saw that a swimming pool was being built in the backyard, which was supposed to be our relaxation spot. The backyard was messy with debris, cut trees, and a damaged fence. The sliding doors didn't lock properly, and the house was not well-cleaned with dirty carpets. The owner provided minimal supplies and didn't seem to care about the conditions. We have stayed in many rental properties before and never experienced such disregard for guests' comfort. Despite informing the owner of our dissatisfaction, she suggested finding another rental if we were unhappy. We believe we deserve a full refund as the property was misrepresented and the owner's attitude was unacceptable. It was a disappointing and distressing experience, especially considering the amount we paid for the rental. The lack of transparency and consideration for guests' well-being made the situation even more upsetting. Email: [redacted]

I had a room booked from May 24-26 at the "Heart of Hilo Studio, Hilo" property, ID # [redacted]vb, with reservation ID # HA-73GJGD. Upon arrival, my friend and I discovered the room was infested with bugs, including cockroaches. We spent less than 2 hours there before deciding to check into a different hotel. The property owner offered a refund if I don't leave a negative review, but I had already left one. Despite this, I believe I am entitled to a full refund due to the unsanitary conditions of the room. I would appreciate guidance on how to proceed to ensure I receive the refund I am requesting. Thank you.

On May 12, I booked a 1 bedroom, 1 bath property with ID#[redacted]. The reservation number is ha-kdvv99, and I paid an amount of $[redacted].30 on May 13. However, on the same day, I requested a cancellation due to my mother's appointment conflicting with the booking. The cancellation was accepted by the owner, Denise Bee. It has been 4 days since, and I still have not received my refund. I have tried contacting Denise multiple times but have not received any responses. Today, on May 28, he finally responded, stating that my request was beyond the cancellation period. I reiterated that he had already accepted my cancellation, to which he claimed to have contacted VRBO for the refund. I am concerned as I have yet to receive my money and have even contacted my bank regarding the charge. I feel uneasy about dealing with this individual and would appreciate your company's intervention in this matter. I have been a satisfied customer of your company and have never encountered such issues before. I urge your company to refund my money and to verify the status with my bank. Thank you.

Hello, I'm Lawrence Meyers, you can reach me at [redacted] I made a reservation in Athens, Greece from July 29th to August 1st, [redacted]. My Reservation ID# is HA-WISCKZ, and the Property ID# is [redacted]. Initially, the dates were unavailable, so I booked another listing on VRBO (Reservation #[redacted]0, Property #[redacted]0). Unexpectedly, the first choice got confirmed after the second booking. Now, I have two bookings for the same dates. I tried contacting you from Vienna, Austria at [redacted], but the line seems invalid. The second reservation owner is unwilling to cancel. Please assist us in resolving this situation. Being retired and on a fixed income, we appreciate your prompt response. Thank you for your assistance. - Lawrence

I made a reservation with James and Elizabeth Stewart for their condo in Gulf Shores, AL. Despite sending the rental agreement multiple times, there was an issue with page 2. After sending all pages, including unnecessary ones, she finally confirmed everything was in order. However, when she asked about our arrival time on Wednesday for a Thursday check-in at 3 pm, I realized the dates didn’t align with the agreement. Despite me providing correct dates in the agreement I initially sent, she overlooked the discrepancy. She is now charging me for an extra night due to this error. I believe it was a mutual mistake, but she should have caught it during her review of the agreement. I am seeking a full refund of over $[redacted] and need assistance on how to proceed.