VRBO Customer Service Issues

During our rental, we faced significant issues. The representative was prompt in arranging for a plumber to address the problems. The toilet, deemed "delicate and sensitive," and the basement bedroom with 90% humidity concerns seem to be recurring issues known to the owner. The basement pump malfunctioned twice, possibly leading to costly repairs. The owner, mistakenly attributing the plumbing problems to a female hygiene product, threatened me with repair expenses. Evidence, including emails with the owner, proves otherwise. His unjustified negative review of my tenancy is unwarranted. I wish to have my renter rating reevaluated or removed, as my feedback was honest and reasonable given the circumstances. The owner's reluctance to do so appears to stem from fear of deterring potential renters due to known property issues.

The owner of the property kept our deposit due to damage by a previous renter, despite us bringing up these issues upon arrival. VRBO intervened and contacted the host to ensure a refund, which is expected by July 31st. The host's home did not meet the standards expected of a premier partner as described. The host was upset about receiving a 4-star review, even though I had to clean the air conditioning filters on three units, install radiant barriers for skylights and west-facing windows to combat excessive kitchen heat, and the absence of the advertised air conditioning. Reviews serve as guidance for potential renters, and it's crucial to provide honest feedback for future guests.

To unblock dates on your VRBO calendar, follow these steps. First, go to the "Calendar" tab and select "Reservations." Then, scroll through the list of reservations until you find the one marked as "Blocked" that you want to unblock. Click on it, and a window will pop up with the option to "Edit reservation." Scroll to the bottom of the window, where you'll see a trash can icon next to "Delete block." Click on that, and the reservation will be unblocked.

I made a booking for accommodation today through VRBO. Rental Number: [redacted] Customer Number: [redacted] On the VRBO website, I selected my dates as August 29, [redacted], to September 4, [redacted], for a total of 6 nights, and I paid in full. However, the owner messaged me saying they only rent from Saturday to Saturday and changed my booking from August 31, [redacted], to September 7, [redacted], without my consent. The owner has a zero cancellation policy, and I refused their suggestion to cancel since it would mean losing all my money. I believe the owner is bending the rules by allowing bookings for any period less than 7 days but then insisting on a Saturday to Saturday booking. I have reached out to VRBO via chat and phone (incurring charges) and also contacted HomeAway. The owner continues to insist I cancel, offering a full refund. I am concerned about losing my payment. Reference: [redacted]1 (VRBO)

My name is Linda Black, and we have a reservation #[redacted] for February 22-29, [redacted], for 7 nights. We are looking to extend our stay by 2 days, adding February 21st before and March 1st after, in order to have a total of 9 days instead of 7. The owner confirmed that this extension is possible and advised us to reach out to VRBO. Thank you, Linda Black.

Yesterday, I attempted to log in but was unable to verify my identity due to the lack of phone signal to receive the verification code. Today, when trying again from a location with a signal, I discovered my account is now locked. I seek advice on quickly unlocking my account and alternate methods for receiving verification codes without relying on a mobile phone connection. Thank you. Derek H.

Caution! Avoid renting to this individual. The property was left in an appalling state after the rental. The house was littered with trash, food, and drug paraphernalia. Illegal substances were present, and various items were damaged or missing. The condition of the kitchen, bathrooms, and furniture was deplorable. The guests did not dispose of garbage properly, leading to a buildup of trash. The misuse of appliances caused damages, including flooding. The gardener was unable to maintain the yard due to denied access. Overall, the experience was extremely negative. It is strongly advised not to rent your property to this individual due to the detrimental impact and regrettable outcome.

The homeowner is withholding part of our deposit, claiming we broke a chair that was already damaged upon arrival. Despite the issues encountered: 1. The house lacked AC, contrary to the listing. 2. The cable service was non-functional, for which we had to await repair during our vacation. 3. The sofa bed was in poor condition for sleeping. 4. The capacity of 8 guests mentioned in the listing seemed inaccurate. 5. The presence of rat droppings in the kitchen near where our children slept was a major concern. Photos were taken for evidence. Despite these challenges, we did not request any compensation. We are confused as to why the deposit is being held unfairly. Seeking guidance on how to address this situation. Thank you, Diana

While traveling abroad, I'm unable to respond to potential guest inquiries due to a 2-step verification request. The only option available is my American number, but I need to add my Croatian number - which is currently operational. However, I can't make this change without logging in, resulting in a frustrating cycle. Competitors are benefiting from this situation, but I'm not concerned about bookings elsewhere. My priority is responding promptly to inquiries. Please assist promptly as I'm not constantly on WiFi in the Balkans.

I kindly ask for a gentle reminder to the property owners about respecting guests' preferences during vacation stays. While some guests may enjoy social interactions and history sharing, others, like myself, prefer privacy and independence during their getaway. I value the time and money spent renting a vacation home and would appreciate minimal contact from the owners, especially with non-essential information or personal questions. I believe in clear boundaries to fully enjoy and relax during the rental period. My feedback is not aimed at any specific experience but reflects general observations from various vacation rentals. Thank you for understanding.

During our vacation in Fort Lauderdale, FL last April, three families, including us Canadian police officers, stayed at Seabreeze Oasis located at [redacted] Seabreeze Blvd. We paid a $[redacted] USD damage deposit but were disappointed with the property management's response to some issues we reported upon arrival. We encountered a leak under the kitchen sink, insufficient bedding and towels for the number of families, and a lack of hot water. We also noted a missing remote in one of the bedrooms. Despite addressing these concerns and leaving the house cleaner than we found it, we were informed later that we would not be receiving our deposit back. The charges for the alleged damages seemed unfair, and we felt unjustly accused by the property managers, Sam and Mike. We are exploring options to dispute these charges through VBRO. We are disappointed by this experience and would not recommend this property or others managed by Sam and Mike. We are willing to provide further details or support from the other families who were present. We hope for a fair resolution to this situation. Thank you. Cindy

I need to address the rude behavior of some residents in the building that I experienced multiple times, with one incident almost escalating to harassment. A man accused us of staying illegally and being in cahoots with the owner, implying the condo couldn't be rented out on VBRO. After this unpleasant encounter, I've decided to cancel our November rental at the same condo to avoid any future discomfort. I informed our contact at My Southern Comfort about the situation, but haven't received a response despite reaching out. I am entitled to a refund of my deposit, as I am within the cancellation timeframe and have insurance for this purpose. Despite these issues, we enjoyed our stay in the rental, which was otherwise great. I chose not to mention these troubles in my review of the property.

I have owned a Vrbo property (#[redacted]) for 5 years and have successfully welcomed many happy guests. Regrettably, for the first time, I've encountered an issue where I had to retain the security deposit from a recent renter who stayed from 8/15 to 8/17. The renter left the unit in a terrible state with vomit in multiple places, causing significant damage to bed linens such as duvets, comforters, bed linens, and a pillow. Despite informing the renter, they are disputing the charges. I have documented the evidence with timestamped photos of the condition upon their departure and the subsequent cleaning. The cleaning service also provided photos of the damage, clearly showing fresh vomit on the bedding. I anticipate the renter will contest the security deposit deduction, so I'm exploring options to escalate this with Vrbo. Can someone advise on how I can submit these photos for review and to open a case file?

I rented listing 233099HA from 8/3/19 to 8/9/19. Communication with the owner was as promised. However, upon arrival, I discovered several issues with the property that were not as described. I documented these concerns in my review of the rental. The main problem I want to address is a power outage on the second to last day, which left us without light, electricity, and water - making the stay extremely difficult. Despite reaching out to the owner via call and text, I received no response, even till now. Due to the unbearable conditions, we left a day early, leaving the rental in its condition. I still have not heard back from the owner. I believe I deserve a one-day refund for the inconvenience caused and feel that more attention should be given to the quality control of the rental premises. The lack of response from the owner is concerning and not acceptable. - Regards, WC.

Dear Owner, I am disappointed by your decision not to return my security deposit. I want to clarify that my dog was not with us during our stay. I planned to share feedback privately due to multiple issues with the property. Despite these problems, we enjoyed our time there. Some of the issues included a worn-out couch, damaged nonstick pans, an uneven oven, and a damaged headboard. Additionally, the distance to the beach was not as advertised, and some blinds fell off. Our visitors were only family members, and we left the property clean. I have evidence that my dog was elsewhere and that no damage occurred. Kindly refund the deposit promptly. Thank you.

Upon getting into bed, we were bothered by the strong smell of men's aftershave, making it impossible for my husband and me to rest. With no means to wash the sheets as there is no washer or dryer, we struggled to find clean sheets. Eventually, we managed to get different sheets by 1:15 am. However, only having four towels for a five-day stay without cleaning facilities was inconvenient. We suspect the bed linens were not changed and have reached out to the owner, who has yet to reply, understanding he might be traveling. Although the new sheets help, the scent lingers in the bedcover. Despite having positive experiences with VRBO before, this situation is unacceptable to us, and we are considering relocating.

I have been a loyal user of Airbnb for a long time and decided to give Homeaway.co.uk a try. Unfortunately, it turned out to be a mistake. Recently, I had guests stay at my villa who paid Homeaway in full for their 9-day stay in July. Despite the guests' satisfaction, I have not received any payment from Homeaway. I have reached out to their customer support regularly but have not made any progress. They claim that my bank rejected the payment, which seems unlikely as I haven't had issues with other guests. The situation is frustrating as Homeaway's Technical Department, who are supposedly reviewing the matter, are unreachable by phone or email. Now, I am unsure about hosting future guests booked through Homeaway, as I cannot afford to provide accommodations without receiving payment.

VRBO recently started collecting taxes in Virginia, but they are not gathering all the necessary Town and County taxes. Previously, homeowners could collect all required taxes, including the transient occupancy tax of 5.7%. However, now VRBO only allows the collection of half of the taxes. This change impacts owners who now have to cover the additional tax themselves. This problem needs a swift resolution before the new season begins. Many homeowners, including those in Cape Charles, are facing this issue, which might extend to other locations. It's crucial to reinstate the ability to add the transient occupancy tax to rentals like it was before for a smooth transition into the upcoming rental season.

Upon our arrival at [redacted] Alder Ave #62 in Incline Village on August 15, [redacted], we received text messages from Carlo Ferrarone revealing the unsatisfactory state of the unit. The photos depicted a dirty microwave with leftover pizza, unclean bed linens, and debris in the living area. Furthermore, the floors were found to be extremely soiled, causing our bare feet to become dirty. While attempting to locate clean linens, we discovered that most of them were stained or damaged. We managed to find only one clean fitted sheet for the downstairs bed after removing dirty sheets from the closet to be rewashed. We are troubled by Carlo Ferrarone's accusation of us leaving the condo in poor condition, especially after we had reported its initial cleanliness issues. Either Carlo Ferrarone or his housekeeper seems to be dishonest in this matter. There was no vomiting incident, and the linens were already stained as mentioned. The pillows were also in an unacceptable state. We have requested a refund from Carlo Ferrarone, but he has charged us the full amount and retained our entire deposit. We are hopeful that a resolution can be achieved to both parties' satisfaction.

I recently regained access to my account a couple of weeks ago. I am the rightful owner and resident of the house. I need to ensure I have control over my account as my ex-husband is causing issues, possibly taking control with login details. Right now, I have guests at my property and it is crucial that I can manage my account and receive payments smoothly. I have provided evidence that I am the sole owner of the house. If this matter isn't resolved promptly, I will escalate it to the media and authorities. I am feeling increasingly frustrated and upset. A prompt response is necessary. The property in question is located at [redacted] Green Bay Road in West Kelowna, BC. You can reach me at [redacted].