VRBO Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about VRBO customer service, archive #1. It includes a selection of 20 issue(s) reported May 6, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am Kay Latter in Bermuda, and I am looking into why I have not received payment for rental [redacted]. Here is a summary of my attempts to resolve this with VRBO: 1. Initially, I was informed by VRBO to fill out a form, which turned out to be lengthy W-BEN8 instructions. 2. Despite being given a password and pin to complete an online CTI form, it was unsuccessful. 3. VRBO directed me to contact Payoneer, confirming that VRBO needs to address this matter. 4. Assured by VRBO that an emailed form would rectify the issue, only to receive another set of W-BEN8 instructions. 5. Customer Service could not receive my submitted letter due to an error, prompting a rewrite. 6. As a non-US citizen living in Bermuda, where there is no income tax, I am unsure why this complication has arisen, especially after submitting required forms and bank details previously. 7. Seeking a resolution to this situation, I am considering requesting payment in Bermuda dollars. Your assistance in resolving this matter would be greatly appreciated. Thank you, Kay L.
Reported by GetHuman-haslemer on Sunday, May 6, 2018 2:30 PM
I am Kay Latter inquiring about a payment concern regarding my VRBO rental. On May 1, I contacted VRBO regarding the missing payment. Despite providing my tax details and banking information, I was instructed to fill out a 7-page W-BEN8 instruction form, which was not what I expected. Subsequent attempts to resolve the issue involved completing an online form for CTI, encountering login issues, and being redirected to Payoneer by VRBO. Despite clearance from Payoneer, the issue remains unresolved. I appreciate your attention to this matter, as it has been a stressful and worrying experience. As a non-US citizen residing in Bermuda with no income tax, I seek a prompt solution. Consideration for receiving payment in Bermuda dollars would also be appreciated. Thank you, Kay L.
Reported by GetHuman-haslemer on Monday, May 7, 2018 8:08 PM
To Whom It May Concern, I am upset by how my reservation HA-N0K3GB was handled. The cancellation due to an error has caused me inconveniences and delays. The refund took 7 days, hindering my ability to secure another property, resulting in losing our preferred one. Moreover, the charge for the CSA protection plan remains unreimbursed. I have now booked reservation [redacted] on your site. I request a prompt refund of the CSA funds and compensation for the impact of your error on our trip's experience. Please reach out to me via email or phone at your earliest convenience. Thank you, Kali P. [redacted] [redacted]
Reported by GetHuman-kalipend on Wednesday, May 23, 2018 12:04 PM
The property pictures were inaccurate and have been removed from the listing. The property was dirty and misrepresented with damages such as missing towel racks, damaged blinds, and electrical outlets. I attempted to get updated unit pictures to dispute the discrepancies but had no success. The building is in poor condition, located in a dangerous neighborhood with bars on windows and entrances. I felt very unsafe and uncomfortable. Two weeks ago, I requested additional information and pictures from the owner but received no response. I contacted VRBO to address the issue as I was dissatisfied with the lack of communication from the owners.
Reported by GetHuman-jlleec on Tuesday, May 29, 2018 10:53 PM
I attempted to contact the owner for more information and pictures of the property but did not receive any responses. After contacting VRBO and expressing my concerns, I was reassured but upon arrival, I was directed to pick up keys next door, which raised red flags about the building's condition. The unit had damages from previous renters that hadn't been repaired. I was shown a ground floor unit instead of the high floor unit with a view as advertised. The ground floor unit was located above a garage and had a dark and unpleasant smell. Inside, it was dirty with damaged walls, electrical outlets, and towel racks. The place seemed unsafe for a family of four. The only decent area was the kitchen, which looked newer in the photos. The rest of the property was old, run-down, and unappealing. I am disappointed with the misleading listing and hope to receive a full refund and prevent others from falling victim to this scam.
Reported by GetHuman-jlleec on Wednesday, May 30, 2018 4:51 AM
We, Buddy and Judy Burch, recently listed our carriage house, the Burch House By The Bay, with you under listing number [redacted]. We are facing two problems that we need assistance with and have a question to ask. 1.) We are unable to sign in to VRBO using our [redacted] email. Despite changing our password multiple times, we are unable to access our account. Currently, we are logging in through the initial booking email. How can we resolve this issue and sign in with our email? 2.) The picture above the about us section on our listing does not display correctly. Instead of showing our image, a picture of the rental appears. Could you please rectify this? 3.) We are pleased to inform you that our video was recently approved. When can we expect it to be posted on our listing? Thank you for your assistance.
Reported by GetHuman-wwwburc on Wednesday, May 30, 2018 2:48 PM
Hello, I recently received an email from VRBO informing me that my account has been blocked due to an issue with the bank account I provided. The email came from a noreply address, and unfortunately, it did not include a contact number for support. I am unable to log in to my account normally, and the email did not specify which bank account details are in question. Additionally, the link to the support page provided in the email leads to a [redacted] error message. Since I am a host who rents properties in various countries, including Croatia, and my usual banking information is from France, I am uncertain if this discrepancy is causing the problem. I am reaching out for assistance since I do not have a backup of the information I provided to VRBO. Any help you can provide would be greatly appreciated. Thank you, Katia
Reported by GetHuman734248 on Thursday, May 31, 2018 9:52 AM
I have received a message from the owners of the rental property regarding Property #[redacted]. The message states that they regret to inform me about a major gas leak that caused a fire in the house, leading to the kitchen being non-functional and undergoing reconstruction for the next 2-3 weeks. Consequently, they have arranged an alternative townhome with 5 bedrooms, 2.5 baths, similar in price, and closer to Disneyland, accommodating up to 16 guests. They offer a full refund if the alternative does not suit my needs. I appreciate their efforts to address the situation caused by an unfortunate accident.
Reported by GetHuman-lcairejr on Friday, June 8, 2018 11:17 PM
I am currently in Germany and trying to unblock certain dates on my reservation calendar, but I am facing issues with verification codes sent via text or call due to lack of access to data while here. Using a phone, I cannot unblock specific dates, and when trying on a friend's computer, I encountered the same verification issue. I can access the owner's dashboard on my iPhone through local wifi but am unable to unblock dates this way. I appreciate any assistance in resolving this matter.
Reported by GetHuman769019 on Sunday, June 10, 2018 3:57 PM
I encountered an issue when attempting to book an apartment as I received a notification that the dates were no longer available. Although I had submitted my credit card details, the order confirmation got lost due to email troubles. Believing that I had no reservation, I proceeded to book another apartment this morning. Upon regaining access to my email, I noticed I now have two reservations. Yet, my VRBO traveler's account displays only one. I am seeking to verify reservation number WR135427/Property ID [redacted]. I intend to cancel reservation number [redacted]/Property ID [redacted]. I need assistance sorting out this matter promptly to avoid being charged for two apartments. Despite reaching out to customer service without success, I hope to receive help here.
Reported by GetHuman-marygawl on Monday, June 18, 2018 3:10 PM
Upon checking in at our VRBO rental on June 22 at 9 pm and leaving by 10 pm, our experience was disappointing. Despite our previous satisfaction with other VRBO rentals, this one fell short. The property was in poor condition, unclean, and the guest room beds were uncomfortably old and firm. Contrary to the positive reviews, our stay turned out to be subpar with a gas smell, mustiness, and an isolated location. We had to seek alternative lodging at a hotel in Maldoron. We have reached out to the owner to request a refund and are hoping for a positive response. Unfortunately, we didn't take photos to illustrate the issues, but the overall experience did not meet our expectations.
Reported by GetHuman811923 on Friday, June 22, 2018 10:12 PM
The rented house did not match the pictures at all. It was filthy and had a strong odor. The owner's belongings cluttered the space, leaving no room for ours. Everything was dirty, greasy, and rusty, including the moldy and cracked pool. The owner's response to our concerns was rude. The property was so unkempt that it was difficult to walk down the sidewalk due to overgrown weeds. We demand a refund or alternative accommodation through VRBO. Having previously had positive experiences with VRBO, this disappointing stay was unexpected after a long 16-hour drive.
Reported by GetHuman843391 on Monday, July 2, 2018 8:17 PM
I recently stayed at Havanna Breeze in North Captiva Island. The VRBO pictures seem to be outdated by about 10 years, as the property was worn and old. The pool area had overgrown weeds, garbage outside, and even rats in the patio area. There were bugs everywhere, and the sheets had stains, possibly bed bug bites. I contacted the owner, who apologized for the uncleanliness and acknowledged that the pictures were from before hurricane damage. I have evidence of the property's actual condition. The property manager arrived with intoxicated companions on golf carts, further adding to the disappointment. I had to rewash all the linens due to the unsanitary condition. It was alarming to find out that the property manager had a previous fraud arrest. This experience was far from what I expected, especially considering the rate of $[redacted] a night. I have requested a $[redacted] refund and sought medical attention for the bites, which the doctor suspected to be from bed bugs given the bloodstains on the sheets.
Reported by GetHuman-tinagraz on Tuesday, July 10, 2018 3:20 AM
Hello, I work as housekeeper for a host through your company. Recently, there have been some issues with the payment and scheduling. Originally, we agreed on a cleaning fee of $75 per guest transaction, with more bookings leading to increased pay. I travel quite a distance of 50 miles for each job. However, there have been discrepancies in payment and scheduling. I have communicated clearly with the host through texts discussing my arrival times and completion of cleaning tasks. Despite my efforts to clean the entire house diligently, there seems to be a misunderstanding about payment and job completion. I have evidence of our agreements and the work I have done. I feel mistreated and unfairly compensated for my services. It would be great if the company could address this situation and assist in resolving the issue. Thank you. - B. H.
Reported by GetHuman865496 on Tuesday, July 10, 2018 3:23 AM
I rented a property in Manhattan Beach, CA #[redacted] with reservation number HA-LBGCZS. I contacted the owner, Kevin M, yesterday to express my concerns about the condition of the property. I found cobwebs, spoiled food in the refrigerator, stained pillows, ripped bedding, peeling paint, mold on the window sill, grime and dirt on the walls, rusted bathroom fixtures, and stains on the porcelain fixtures. The air filter was also clogged with dirt. Due to my daughter's asthma, we were unable to stay there. I left the key in the lockbox and requested a refund from Kevin M. He mentioned he had never received complaints before and suggested I should have requested his cleaning crew to address the issues. Despite the property being accurately represented in the photos, I was shocked by the level of dirt and neglect upon arrival. I have rented properties in the past without such problems and also list my own properties on this platform successfully. I will be sharing negative reviews but hope to receive a refund for this disappointing experience.
Reported by GetHuman-ssjkello on Wednesday, July 11, 2018 8:53 PM
Hello, I am James Valastro, the owner of VRBO rental property #[redacted] in Indian Lake, NY. Currently, I am vacationing with my family in Europe until July 29th. Since I have a new SIM card for Europe, I am unable to receive my verification code to access my account because my temporary phone number is not operational in the US. I kindly request that the verification code be sent to my email, [redacted] until July 29th when I can switch it back to my US number. I need access to my account as I have an inquiry from a potential renter and cannot receive the authentication code to communicate with them. Thank you for your assistance, please contact me at [redacted] to help resolve this issue promptly.
Reported by GetHuman883679 on Sunday, July 15, 2018 10:34 PM
I am interested in verifying the legitimacy of a listing I found. The listing is for a VRBO unit #[redacted] - [redacted] on Peppertree Bay in Siesta Key. I had started the booking process and sent an email two days ago with some questions about the property but have not received a response yet. My husband is handicapped, so I need to ensure we have parking available on the Gulf side of the road. I inquired about a parking pass but did not get a reply. I wonder if the hosts are busy or away on vacation. Additionally, I noticed that the condo listing does not include a 4-digit number for visitors to call to announce their arrival, unlike other units in the building. I hope they did not take my questions the wrong way.
Reported by GetHuman-gaiserc on Thursday, July 19, 2018 6:57 PM
I made a reservation on VRBO for a rental in Oahu for five nights from July 24th to July 29th under reservation ID HA-HHHD3N, with the owner being Dave Koo. We paid in full for this booking. Unfortunately, the reservation was cancelled by Dave Koo due to his Hilton ownership being suspended. After contacting VRBO, I had to make a new booking at the same location under reservation ID HA-TL06HM with Dr. VIC as the owner. The new reservation required us to split our stay into two bookings, resulting in an additional night booked that we won't use, costing us about $1,[redacted] more than the original reservation. I feel VRBO should honor the original reservation we paid for and seeking reimbursement for the difference.
Reported by GetHuman-kblanke on Sunday, July 22, 2018 5:48 AM
I had a terrible experience with a property managed by Gulf Coast Vacation Rentals in Sarasota, FL. Shortly after checking in, I discovered a significant roach infestation. Despite contacting the property manager, Amy, the issue was not resolved. I had to vacate the property and find alternative accommodation, incurring extra expenses and inconvenience. Amy promised a refund but ultimately refused to provide one. I have reported this to relevant authorities and urge for the property to be removed from listings until the infestation is properly dealt with.
Reported by GetHuman-libbyny on Monday, July 23, 2018 4:36 PM
I've encountered an issue where inquiries are automatically being added to my calendar, affecting genuine bookings. VRBO advised me to manually add these inquiries to my calendar, but I do not. Additionally, they assured me that unpaid inquiries would drop off after 3 days, yet this hasn't been the case for me. Recently, an unpaid guest stayed for three days without paying. Today, a guest welcome letter was mistakenly sent to a reservation VRBO assumed had checked in. The inquiry from three weeks ago remains on my calendar with the same color coding as paid bookings and has not been removed despite the inquirer not paying. These automated actions, wrongly attributed to me, are not falling off as promised, leading to lost bookings and resulting in damages on my end.
Reported by GetHuman-igaskin on Tuesday, July 24, 2018 12:21 AM

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