VRBO Customer Service Issues

I made a booking on Vrbo for a property in Israel from 7/6 to 7/13 over two months ago. Despite numerous attempts to contact them via email and phone, my reservation was inexplicably canceled on 7/2 after the money was already taken. I have a case number from Vrbo/HomeAway for rebooking and provided acceptable alternative options three days ago, but have not received any updates. Each time I call, I am directed to the rebooking unit, with no resolution in sight. Today, I was unable to get through after being on hold for over two hours, and I'm currently at the airport about to board a plane. I need assistance as my family is scheduled to arrive on Sunday.

I was in the process of booking property [redacted]HA for March [redacted] when I received the booking offer requesting full payment upfront. In the past, when booking through VRBO, I typically only had to make an initial payment of 1/4 to 1/2 of the total amount. Since the rental is for next year, the owner and I both agree that a partial payment should suffice. We are both puzzled as to why the full amount is being requested at this time.

I booked accommodation in Hartebeespoort, South Africa for June 28 - 30, [redacted]. Two days before my trip, the owner claimed they never received my booking and were full. The Reservation ID is HA-M8HCYS. I have been struggling to reach VRBO for assistance regarding the refund with no success. If anyone can offer guidance on dealing with VRBO or HomeAway's customer service, I would greatly appreciate it. Thank you for any help. - Pule

Concerns Regarding Safety at Eldean Development's Sanctury Woods Estates in Macatawa Park, Michigan I am troubled by the lack of oversight and safety measures at Wade Eldean's properties, specifically within the Macatawa Park area. One major issue is the lack of proper inspection for potential hazards, such as the dangerously accessible second-floor windows in children's bedrooms. I have tried unsuccessfully to address these concerns with the property owner, Vrbo, and the Macatawa Park Association. The response has been inadequate, with no action taken to rectify the situation. The Vrbo listing fails to accurately portray the current state of the property, as it now faces construction projects in close proximity. This situation poses additional risks to visitors, including children, as evident from the construction debris found on the property. The caretaker's lack of knowledge or willingness to address safety issues further exacerbates the problem. I have photographic evidence of these issues and would appreciate guidance on how to address them effectively. Your customer service hotline has not been helpful in resolving these critical safety concerns, and I urge for immediate attention to prevent any potential harm to guests.

During my stay at a townhouse in Panama City Beach from June 22-29, [redacted] (VRBO Listing number [redacted]), I encountered numerous issues with the property and the manager, Jeff Mason. Upon arrival, everything seemed ideal, but we soon discovered problems with the TV, internet, and a non-draining washing machine. Despite notifying the manager promptly, it took until Thursday for a repairman to address the washing machine issue, with little assistance from the manager. The TV and internet problems were also slow to be resolved. Additionally, other safety concerns like loose railings and a broken step to the beach entrance were not properly dealt with. The manager has now refused compensation for these troubles, citing damages caused by a microwave incident involving my son and pre-existing damage to blinds. While I understand the deduction from my deposit for damages, I am dissatisfied with the lack of compensation for the inconveniences faced during our vacation.

We made a reservation for an apartment in Lisboa through VBRO, with reservation number [redacted]6. Our stay has been disappointingly bad. Upon arrival, we encountered issues with the key not working and discovered a flooded apartment with a musty smell. The bathroom was dirty with wet towels stained with a brown substance. The rugs and refrigerator were also unclean. The neighbors warned us that the place was uninhabitable and the bathrooms were unusable. Despite several calls to the management company, the cleaning efforts were insufficient. We were promised solutions, but nothing substantial was done. Even the TV controllers were missing batteries. The broken garage lift further delayed our plans to visit our sick grandmother. The lack of timely responses and poor handling of the situation has left us extremely frustrated. We demand a full refund for this disrupted and disappointing stay in Lisboa. We expect immediate contact to resolve this issue.

I made a reservation via VRBO in Avdou Crete for July 3 to 6. Availability changed due to a Greek ferry strike, resulting in an extra night in Santorini. When I requested to cancel the first night, the property manager initially claimed we had checked in. Despite never arriving, the booking was refunded. However, the refund process was complicated. The owner struggled with PayPal refunds, the property manager mentioned a HomeAway commission charge, and I received only a partial refund. I expect the remaining €[redacted].29 returned promptly. The situation left me frustrated, supported with evidence of the prior payment and WhatsApp conversations. Hoping for a satisfactory resolution to avoid negative feedback online.

Rez ID HA-CVKQH4 Property [redacted] "Good afternoon. We did not check into this property due to its poor condition and struggles to reach the management. We quickly found alternative accommodation last minute. The property did not match its description, had garbage at the entrance, a moldy smell, and was poorly maintained. The person who welcomed us, Francisco, was unhelpful and even confrontational, failing to address our concerns. We encountered cleanliness issues, mosquito infestation, faulty amenities, and overall disarray. We kindly request a full refund for our inconvenience. Thank you."

I have faced two rejections while trying to book the same property on two separate days, each with a distinct confirmation number. The initial attempt on July 12 with confirmation number HA-56QX33 was made using a Visa card, and the subsequent on July 13 with confirmation number HA-BH6LRL was tried with my Wells Fargo card. My account holds more than enough funds to cover the total of $[redacted] for May 8th to 11th, [redacted]. We find it unsettling that the property owners, Steve & Gretchen Sims, have not provided any explanation for either of the cancellations. I am reaching out to request a prompt phone call and clarification from them within the next 24 hours. Having had positive experiences with Airbnb listings across Texas, I am ready to provide a Cashier's check for the full amount but seek clarity on the situation. Vicki

I would like a way to respond to this guest rating to ensure my profile is not negatively impacted for future rentals, as I frequently use your site. My experience with Bettina, the property manager, was disappointing. She made offensive remarks during our interactions and even entered the apartment without notice. While the property itself was lovely, Bettina's unprofessionalism marred the experience. I believe there should be a way for me to address these issues without affecting the property owner's review. I have been a loyal customer for over a decade and value the service provided by your company. I hope to resolve this matter appropriately and appreciate your assistance. - D.K.

I made a reservation for a home in Scotland through VRBO. I paid a service fee of [redacted].76 pounds to VRBO. However, the property manager cancelled my booking two days later due to non-payment. Despite my VRBO account showing everything was fine and displaying that I would soon see the address of the booked home, there was clearly a lack of communication between VRBO and the property manager. This situation caused me a lot of inconvenience as I had to scramble to find another place to stay and had to rearrange my travel plans. I am seeking a full refund as I did not receive the service I paid for. I kindly request immediate assistance and a prompt refund regarding this matter. My booking reference is [redacted]6.

During our stay at a rental property in Barcelona, we encountered several issues such as electricity problems and a faulty washing machine. The most concerning problem was the unreliability of our electronic key, which resulted in us being locked out of the apartment and missing a show. Despite being assured that someone would be at the management office upon our return, we found it closed and no one there to assist us with the key. When we called the emergency number, we were asked to wait for thirty minutes, leaving us feeling abandoned and anxious, especially with children. Despite the assurances given through VRBO messages, the company failed to uphold their commitment and left us stranded in a foreign city, unable to access the apartment we had paid for. Due to the inconvenience and jeopardization of my family's safety, I am requesting not to be charged for the night of July 12th. Your assistance in resolving this matter is appreciated.

We had planned a last-minute trip for a few days and found a cabin available for our desired dates. Despite encountering an error message when trying to book it twice, we assumed the dates were unavailable and booked another property. Unexpectedly, we received an email confirming our booking for the cabin as we were packing for our trip. I promptly informed the owners and now find ourselves having paid for two properties. This issue seems to stem from VRBO, the booking site we used. We seek guidance on how to secure a refund for the duplicate booking and would appreciate any assistance in resolving this matter. Thank you. - Will T. [redacted]

Hello, I recently had a disappointing experience during a two-week stay booked through VRBO. My arrival involved unexpected house changes and a less than clean new location. Many amenities promised were missing. The owner requested a pet deposit via check, but promptly cashed it and has failed to refund it or address my concerns. Furthermore, I received intimidating emails from her regarding the security deposit. I would appreciate guidance on how to resolve this matter.

During our trip on July 12th, the owners of our rental property claim that our group caused over $[redacted] in damages. Strangely, they only informed us about the damages on July 15th and have since provided a repair quote. Despite our request for email communication, they insist on contacting us via phone. Recently, they mentioned to my spouse that they might return our security deposit if we send them a personal check for $[redacted]. This situation is compounded by their admission of double booking, resulting in us not being able to check in until July 12th instead of our original date of July 11th. I've made a note of case number [redacted]1, Property ID [redacted], and reservation ID HA-FFTVH3. I'm uncertain about the next steps in dealing with this matter.

My family recently booked a house in Canada through VRBO, and we are concerned if this is a new owner. Despite sharing feedback about unclean conditions, particularly with the swimming pool, including a malfunctioning filter and issues with the hot tub, our review is still pending publication. Unfortunately, several of our grandchildren developed hot tub folliculitis due to unsanitary water conditions. I reached out to the owner who claims they used chlorine, but I am experienced in pool and hot tub maintenance and believe there are still issues. I believe it is important for the homeowner to be educated on proper maintenance to avoid similar problems for future guests. In situations like this, I suggest encouraging the homeowner to consider offering a partial refund to address the concerns raised.

I noticed an advertisement for the Romantic Hoot Owl Cabin in Hendersonville, NC on VRBO. It mentions hiking to the top of a mountain for a scenic view and walking by the Hungry River, which is prohibited by private property signs on the bridge. Crossing the bridge leads to more private property, including the mountain peak with the panoramic view. All paths past the bridge are on private land, even the roads maintained by owners. As a landowner, I am frustrated with Hoot Owl renters trespassing on my property without permission. The Hoot Owl owner cannot authorize renters to trespass, and I will involve Henderson County law enforcement to address trespassers. If this misleading ad is not corrected promptly, legal action by property owners is imminent. Please remove this content within the next ten days to avoid consequences. Thank you for your attention to this matter.

Upon arriving in Atlanta, I encountered issues with a rental property I booked through VRBO. Unfortunately, the property was unavailable despite my payment of nearly five hundred dollars. This left me stranded in Georgia with no accommodation other than the rental car I had purchased. The property was meant to be removed by VRBO, as per the owner, Tracy Hall, but this was not done. I am concerned about potential fraud and wonder what actions VRBO plans to take. I am seeking a full refund for the amount paid.

As a property owner with VRBO ([redacted]), I am urgently seeking assistance for case number [redacted] [redacted] 68 concerning the incorrect banking information linked to my account for payouts. Despite multiple attempts, I have not received a response from VRBO's financial department regarding this issue. The bank account details on file for payment are inaccurate and unknown to me, posing a serious concern as my first payout is scheduled for July 30th. I am pleading for prompt action to rectify this error before the traveler's arrival on July 29th. Please address this matter promptly and replace the incorrect bank details with my own before the payout. Thank you for your attention to this urgent matter.

I made a reservation for a property in London on June 22, which was cancelled by the property manager on July 21. I was promised a full refund, including the Vrbo service fee. However, after checking my credit card statement this week, I noticed a discrepancy of $43.95 missing from the lodging refund and $4.00 from the Vrbo service fee. I don't believe I should be responsible for this difference as the cancellation was not my fault. The property ID is [redacted]3HA, and my reservation ID is 06TJZF under the name Kenneth Huber. I have contacted HostMaker regarding the lodging refund, and they mentioned refunding the $43.95 to my PayPal account after acknowledging the issue but haven't received it yet. I haven't reached out to Vrbo about the $4 service fee difference. If you could assist me with this matter, I would greatly appreciate it. Thank you for your support. I am still in the process of resolving this with HostMaker and Vrbo. Kenneth Huber