Vrbo Vacation Rentals Customer Service

Vrbo Vacation Rentals Positive Reviews

Vrbo turned my Nightmare into a dream!We booked a week in Florida as I’ve done many times with vrbo. when we got there late the evening of check-in we checked our beds as we always do for bedbugs. this is the first and only time that we found any. Obvious immediate panic, immediately moved all of our stuff back out of the rental luckily nothing had been touching the beds. rented a Holiday Inn room for the evening so at least we were out of the bed bug houseAnd could figure out our next move. At first it seemed like vrbo may not help us, luckily the owner of the property immediately sent out pest control, verified that it was a bedbug, and then said that we could not come back to the house so had to refund our money. so no problems with the refund and we booked a new place through vrbo, moved on with our vacation. A few weeks after returning from our vacation VRBO contacted me to let me know that they didn’t think that we had received our full refund and that due to their Homeaway guarantee we could get reimbursed for the hotel that we had to pay for and for any overage from the new rental that we had to purchase. Turns out there was not an overage but we did receive a refund for the hotel that we had to stay in. Very surprised by vrbo customer service that they contacted us and didn’t just let it go. Well done vrbo!! The post experience has definitely renewed my view of VRBO and I will continue to use them for future services..AshtartaVersion: 2022.17.1

VrboI am disappointed I have to leave a review, but this company does not know what it means to be a business of the people. I rented a home on this site and upon arrival I was told by the homeowner that the home should not have been listed. Fine, I did just waste time driving here but I will gladly take my refund and move on. Oh but wait, the person who received the money needs to initiate the refund.. ok. So what happens if they don’t do that??... the answer is nothing. According to the vrbo guarantee this is not vrbos problem. I mistakenly booked a rental that wasn’t available and it’s my fault... makes sense right. Vrbo should not be in business, a simple google search will lead you to others in similar positions as myself. Vrbos response to me was to “leave a review” 😁. Awesome thanks guys! The vrbo guarantee team to the rescue! Oh by the way, the response team will only communicate to you by email, so if an issue arises and it needs to go further than their customer service line you must wait on an email from the vrbo guarantee team!! Oh boy how convenient! We can screw people over and don’t even have to speak with them! Awesome! Basically I can put my current apartment on their site and receive the funds, then tell the renters it’s not available, then I can just disappear awesomeness!!.Patrick wilderVersion: 2021.05.1

Cranberry CabinThe picture on the VRBO app doesn’t compare when you drive up to the cabin and see it in person! Out host Captain Tony and wife Nancy welcomed us made s feel more like great friends than guests! Upon walking into the private entrance I was in awe of how beautifully decorated it was with the rustic cabin decor! The bathroom was breathtaking with the amount of detail in making the entire cabin look just where it belongs,in the mountains! Plenty of room in the living area to watch tv and the bed was very comfortable EVERYTHING was PERFECT! Do not have concern that they live upstairs never heard anything, very quite and private! We enjoyed their company,we cooked banana boats for ourselves and them they were such joy to spend time out on the porch and talk! Perfect Hosts! Enjoyed their 2 mini schnauzers Sophie and Marlin, they were fun to watch! We were greeted each morning by chipmunks a ground hog and a baby rabbit along with birds and the sunrise and sunsets are beautiful! This is my ideal vacation spot quite and tranquil not only to relax but reflect on the beauty! Tony and Nancy we will be back before you all retire! Again thank you for making this our #1 vacation spot! Hope to see you all soon! Chip and Karen Little.Crazy Kay kayVersion: 2021.12.1

Cool FeaturesSo I am writing my review on the app and my experience while staying at our Vrbo cabin! Our family decided to stay a couple nights in a charming cabin just outside of Chattanooga, Tennessee. We booked through the app and it seemed really easy to make all the arrangements. The owner of the property was quick to respond via email about some questions my husband had and send the information we needed to unlock the door to get in! I would say it’s pretty cool that you can make these kind of reservations through an app on your phone! So neat! We get to our cabin, park, get our two little kids out of the car and head inside our cabin! Get inside and find that the place hadn’t been cleaned from the last guests who had stayed there......We were in awhhh....So we tried to reach out to the property owner ASAP and let her know that the place was not ready for new guests! We waited a short time and still no reply. So we decided to contact Vrbo instead. They were very nice about it. They reached out to the property owner who then contacted us shortly after. Long story short, the property owner refunded our two night stay. We still had to pay taxes on that and was charged a cleaning deposit still of $100. Anyways. Vrbo doesn’t take financial responsibility for refunds etc. Its not their fault at all this happened. Anyways..Afwife817Version: 2019.19.2

Picture Perfect Cabin!My husband, myself, our son, daughter in law, and 2 granddaughters (8 & 10) spent4 nights at the cabin. We thought it was pretty close to perfect. So convenient to have the creek right in the backyard where they all fished and rode the tubes. Our dog couldn’t hAve had more fun either! The property is private so they had lots of room to run around. We did the gem mines, we hiked Wayah Bald and went white River rafting. At night we sat by the fire pit and soaked in the hot tub. The kids were thrilled to see so many fireflies! I highly recommend any of the area activities. The Nantahala Outdoor Center (NOC) was the company we went to for rafting-our guide was amazing! A must do! The cabin is very comfortable and is stocked with everything you need. The nearest grocery store is 30 min so best to bring a few things if you can. Scotty and Barbara were great hosts! We had a problem with the oven and they went out and bought a new one that next day! We came home and it was already installed. We’re not even home yet but have already booked for next year!.The NC & SC BlumbergsVersion: 2021.12.1

Could use some workUse of the app is okay. Does not save my trip boards and creates a new one (which later can’t be found under trip boards) every time I want to save a property. I do not like the fact that there is no way to contact a representative from VRBO directly in the app. It takes you to the website which then takes you through a maze to locate contact information. I also didn’t like that you can’t see a list from the map view when you “search here” you have to click on each individual price bubble to preview listings. I had an issue with a host canceling a day before I could no longer receive a 50% refund. In my opinion it is really unfair for me to pay half price for a place I never got to stay in and had to find something within a week before my departure. I reached out to host to confirm well before the cut off date with no response up until the message that they could not accommodate me and would issue me a refund. All I got was 50%. I booked in July and it is now October if that gives you a timeline. Just be wary if you don’t get a response from a host. Make sure you confirm your stay and even then there’s nothing to stop them from suddenly saying they can’t accommodate and you losing out on your money..SwyeeetSarahVersion: 2021.19

Cancellation policyDo not use VRBO!!! I booked a property that had great reviews. However when we got here getting to the vacation home was a death trap See Ya Round in St Thomas . It is located on an unsafe mountain road. I had a Full panic attack! Owners refuse to refund not even a penny! Lost almost $3000! This is a scam! They take your money and if upon arrival you are not satisfied you are out of luck for the Entire amount!!! This was supposed to be my birthday celebration! Total nightmare!! Lost so much hard earned money to this owner scamming guests that can’t possible know how bad it’s going to be until you get there!! We as the consumer have no rights. No protection from these vultures. Please do not book with See ya round villa in StThomas. Please do not listen to all the wonderful reviews!!! This is the biggest scam of a lifetime!!! I have traveled a lot in my lifetime. Never ever had an experience this bad! This entire organization VRBO and these owners are ripping people off. My birthday wish is that this entire organization and the owners of See Ya Round villa in St Thomas go out of business!!!.ImmaculaStlouisVersion: 2022.07

Our rental was disgusting, Home Away/VRBO didn’t help usWe weren’t allowed to check in to our house until 45 minutes after check in time. It was gross. Hair all over the back porch from someone getting a haircut, the floors were filthy, there was vomit in an upstairs bedroom, just to name a few. The boats we were promised were not available, the hot tub that was supposed to be ready wasn’t even filled and there were no chemicals. Homeaway said we needed to work it out with the owner. we tried for two days to work it out with the owner. He was unapologetic. We tried for two days straight to talk to someone at customer service. We were told they don’t have managers??? I should not have been forced to stay with my family in a disgusting rental home. Nevermind during a pandemic. They didn’t do the bare minimum. The house was not ready to rent and hopefully they will pull the listing. NOT impressed with how they didn’t help us when we got stuck in a dirty home for our one and only family vacation this year..ChlovertVersion: 2020.12

Search needs improvementNot everyone plans their lodging around their vacation dates; some people plan their vacation dates around lodging availability. Need to enhance search where a user can specify a duration of stay (e.g. 7 days), can specify a date range during which they would like for that stay to occur (e.g. June 5, 2021 through July 31, 2021), and maybe even go so far as to allow the user to specify which day if they week they would prefer their stay to begin or end on. Currently, users have two options: specify the begin and end date of the stay and browse available properties, then change the date range and browse available properties again to see if there are any properties available on another date range that were not included in the first result set; or search without dates and manually review every property listing for availability. Many properties have seven day minimums with check-in and check-out on Saturday only, but many are flexible (e.g. 10 day stay that begins on a Tuesday). To limit search capabilities is a disservice to both the customer and the owner..DownhedigsVersion: 2021.03

VRBO Better Than AirbnbI am traveling abroad with my daughter and the say arrangements got mixed up due to incident at prior locations. So we had to book a new location and could not book any Airbnb listing due to account issues on Airbnb. So I reached out to my family back in the states to have them assist with booking on Airbnb. Unfortunately all five of us were informed that we had to make new accounts on Airbnb. One person was told that they have to wait for their background check to come, all others were not informed of the reason as to why they would have to make new accounts. More importantly my daughter and I were in distress at 3 o’clock in the morning due to Airbnb not giving us a legitimate reason as to why no one booking was excepted after we provided our IDs and credit card payments. As a matter of fact it appeared as though once we provided our identification we were informed that we have to make another account. For safe travels you should use this app vacation rentals and NOT AIRBNB..LuvKidVersion: 2021.12.1

Lying Con Host Matthew SeatonI booked a home with Matthew Seaton before Feb 1st. They took the entire amount out at that time. Our date of rental was May 28th. He had my money for over four months.I requested the key at 6:38 On May 28th I received a notice from VRBO that my trip was canceled and refunded. Then the owner sent a message that the previous guest has COVID and he could not rent it. After crying all night, I felt he was lying. I drove to the location and found families having a great time. They saw me and invited me to talk. They said they rented on Airb&b two months before. They said if it made me feel better that it was filthy and not like the pictures showed. I asked if I could take picture to prove it was rented. They said of course that this should not have happened to me. I guess he just double booked and whoever arrived first got to stay. I have used VRBO several times with great experiences and I have a place rented in July. I feel this man should be banned from rental Companies especially VRBO.DougdoggieVersion: 2021.11

Southern Belle Vacation RentalsWe want to start out by saying this was a beautiful clean place. Great location. Loads of kitchen supplies. We could not use garage. Small and not really easy to get into. Garbage containers all over also. We had to try and find parking spots. Some are free and some are not but VERY limited on both. They say this estate holds 10. Really with one king and 2 queens you are talking 8 people if they want to sleep together. Younger children can do sleeping bags or air mattresses. We were lucky to have 3 that used air mattresses. Thank goodness one brought her own and one at the house was OK. The third lost air first night, blew it up to try again and no luck so I texted to rental place. They told us to go buy one and send receipt. I told them absolutely not as parking was too scarce to move car. Would have like at least two rolls promised of TP for bathroom. 1/2 roll on main floor, 1 1/2 in all bedrooms was all that was left. What was left on roll when we checked in and one more. Single ply so with 8 adults we had to go out and get TP, Kleenex (none) and paper towels. Please check all above before renting..DopeyjeanVersion: 2022.08

Very limited featuresThe basics of the app work well enough, but searching is waaaaaay more difficult than it needs to be. There are several filters you can apply, but they have no persistence. If you do a filtered search, switch to map view, and accidentally hit “search in this area” (because it isn’t automatic) twice, all your filter selections disappear. If you create a “board” to save your favorites, don’t assume it’s saving your filters too (other than date, although click around a couple times and that disappears too....) So if you add properties to a board over a couple days and then want to compare them, you’ll need to re enter your filters, and look up each property again separately. If you don’t, you are looking at the price for a single adult, no pets, which can be hundreds of dollars less than say, four adults, one kid, plus dogs. I know they think I’m more likely to book if they present me with more options, but if I’m planning to travel with my family, I’m planning to travel with my family. Period. I’m ACTUALLY more likely to book if their app is easier to use than Airbnb, but this app is not..Llj8Version: 2020.10

Easy to useEnjoyed using it!.Poohed,Version: 2017.12

We love using VRBO.We have used VRBO for stays in many countries, and we find that it is an easy and affordable way to travel the world. The Hosts are always helpful and fair. The homes we have stayed at have been from functional to exotic, but always clean and secure..GreenscubadiverVersion: 2022.02

Great appThe property was excellent for all of us. This was great getaway from home. We enjoyed each and every moment at the property. I highly recommend downloading the app and search for great and cozy places to stay with kitchenette and living room..Tabora101Version: 2021.18

Vrbo app still lackingIt’s slow, and doesn’t remember parameters etc. The old version was poor as far as always losing connectivity and it being down, but the new one is not much better..Vrbo frequent userVersion: 2019.16

Worth the extra costNot necessarily the cheapest, but reliable service and very nice accommodations whenever we booked through VRBO..J&J MouseVersion: 2022.22

TrustingI love the app.They protect you when you book early with a 100% guarantee full money back close to your booking date..Hiking 2Version: 2022.22

Book it DanoSlick slick slick Flawless booking process Great communication with a premium host Will never go back to hotel again.JonespiVersion: 2022.20

Too many feesI find that there are too many extra fees which all seem to point to the same thing..JfolkensVersion: 2022.22

Easy bookingEasy booking.Harolds sisterVersion: 2022.19

Not notifiedI was not notified about my last instalment fir my VRBO rental in Aruba..Maggielou54Version: 2022.18

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 2022.22

Vrbo Vacation Rentals Negative Reviews

Fees are RIDICULOUS, don’t bother.Downloaded this in hopes it wasn’t as money hungry as AirBnB. It is somehow worse. Didn’t think it was possible. My total went from $495 to $1200 all from “fees.” I know fees are necessary to keep the app running, but come on people. There is no way on God’s green earth I will ever pay for something that is more than doubled from fees like “$125 - management fee” 🤡. Edit: After receiving a response from the developers, I’d like to expand just a bit. First off, I respect that you take the time to thoughtfully respond to reviews. I think it is a great idea to incorporate more transparency in your fees. It’s rather jarring seeing your total more than double, but if I knew why it doubled, I might be able to bring myself to buying it. What exactly is a “management fee” and how does that differ from the rest of the *expansive* list of fees? I don’t remember the rest of the fees but adding some type of information as to why those fees exist and what they are would at least be a good step in the right direction. Another thing, if price is solely dictated by the hosts then they need to be regulated. A $125 “management fee” is 25% of a $495 total price. That fee alone has added an additional quarter of what I’m already paying. That is ridiculous. So, hosts either need to be constrained within more reasonable percentages or outright denied from charging outlandish fees like this one —outlandish in my opinion, that is..ReaperrrrrrrrrVersion: 2022.16

Worst customer serviceI was reading some of the reviews on here and I am shocked that there are so many positive things being said about Vrbo’s customer service. Unfortunately that was not my experience at all. I have never experienced such an awful customer service or I should say lack of. My family and I had an awful experience with our Vrbo rental, after many back and forth the owner gave us 2 Nights free( we stayed for only 2 night) however the balance was towards the cleaning and admin fee , $250 total. The main issues from this rental was that the house was not cleaned at all , they came the next day but during that time we had to leave the house and keep in mind we found d a dead mouse in the drawer. I escalated the issue with Vrbo , the process of even getting a claim is brutal , they finally sent me an email where I would provide all issues relating to the rental I have a full description with pictures , timeline etc. Once that was submitted I followed up for 3 weeks and every single time I followed up I was being told it was being worked on and escalated. Lies! I finally got on the phone and was told nothing was done on the case and nothing could be done , no supervisor to speak to no one to escalate it too, just “sorry no we cannot do anything.” Absurd. No apologies for the lies , no accountability. They really do not care. I will be deleting Vrbo and using Airbnb 100% for now on..Upstate nightmareVersion: 2022.20

The absolute worst companyBooked a house far away from my home 2 months in advance. Paid in full. On the day of, I contacted the host to get instructions, and he told me he is not honoring the booking. He said something about not knowing I was coming until I contacted him, but he DID take my money back when I booked. The customer service at VRBO was laughable. The usual runaround (over 2 hours waiting/speaking with them). Here’s what I learned: a host can not honor a booking for any reason, whenever they like. If they cancel on you the day of, you can’t book another VRBO place because there has to be 24 hour notice to book. On rep told me the problem was test I had booked for only one night (huh?). The next two said they had nothing to do with it. The customer service reps all told me (again and again), there is nothing VRBO can do about it, including trying to help you find another place. Which was a repeated lie- once I got to a “Supervisor” (after being hung up on) he said it is policy to try and find a hotel room in these situations. Nice consistency of message. Of course, the nearest hotel that was available 2 1/2 hours away. I’ve been a customer for a number of years and this is the way I was treated. Not one person expressed any real regret for this screw-up, no one took responsibility, and eventually I was told straight out- your on our own finding your own place, nothing we can do about it..Emka7432Version: 2022.16

Deceived by Property owner and VrboWe planned a girls trip to Dallas and we were so excited to get here. We booked what we thought was a beautiful location. I reviewed this property several times because the pics were so nice. We arrived Friday to a house that was nothing like we saw. We entered the home to see a BIG tacky board sticking from under the carpet. It’s covering a hole in the floor. There were air conditioning units in the window which was not a issue but it was hanging out the window and anyone could just come up and do anything. Take in mind again all ladies not safe at all. The house is beyond outdated for what we paid. Back yard looks like a construction site and we were planning to hang out side but not at that place. We had to go book a hotel in the downtown area so pricey yes. We proceeded to reach out to the host/property owner name Jerri and she proceeded to hang up in my face. We called VRBO and all we get is back and forth between the 2 and everyone wants to email. I will be contacting a lawyer about m refund since neither can seem to do anything about this mishap. I even sent a video of the place and the VRBO employee was agreeing the place looks nothing like the pics posted. VRBO allows these people to post deceiving pics so these places can be booked and upon arrival the customer is scammed. Bad business and trust me I will be going up the chain and this was my first and last time using VRBO!.WarrdeVersion: 2021.12.1

SharonI spoke with 3 different reps. The first rep. Understood how we wanted to pay, there were 3 parties, and we each wanted to pay our share of the down payment. 1st rep said we were only able to use two cards but thought we could get permission from owner to use 3 cards. He took 3/4 of the payment due on two cards. All was fine. 2nd rep- we can use two cards. So I needed to discuss with rest of family. Spoke with owner, all was fine, could use two cards. Called back to book....rep said No we could only use 1 card for down payment, and could use second card for final payment. Spoke with owner 2nd time, with rep on phone with us, but with 3 families each wanting to pay their portion of down payment seemed again difficult to reach an understanding with me using 2 cards, so I just paid down payment on one card. If the 1st and 2nd rep could understand everything without any confusion I am not sure where the breakdown in communication was and why the differing opinions. I finally got the 1 card down payment made, knowing that my original desire to use 3 cards may have been unusual, but with the 1st rep easily possible. The owner was so very gracious, and her property was so beautiful, right on the water, and private. I just think the issue could have been made clear right up front, and no changes in procedure between reps. We are going to have a great time anyway..567sfhjjytfVersion: 2021.10

FIX YOUR EMAIL VERIFICATIONHow is it that, when you sign up for VRBO, you can take someone’s money without verifying their account first? My personal issue was that I signed up through Facebook (which had an old email from college attached to it). Without knowing, I booked a vacation and gave a deposit, but then I was not able to verify the trip because the verification email was sent to the old email. Therefore.. I could not cancel my trip, I could not verify my trip, and yet you guys still took my money! I THEN had to go through a two hour process of talking to customer service people that were not able to change the email, but rather took me through an arduous process of connecting me with the property owners (which did nothing the first go around). I eventually had to call and cancel the order myself through the property people outside of VRBO, re-create a new account, talk to the property owners that I was re-booking under the same name, and then wait for the money to show back up in my account (still waiting). One of the most ridiculous experiences I’ve ever had trying to book something in my life. If it wasn’t for it being a timely manner I would’ve definitely looked at other options. Figure it out VRBO. And spare me the “we apologize” response with a contact number to call. I’ve had enough time on the phone with your “professionals”..VRBO not a fanVersion: 2021.24.3

Do not trust, you might be recorded for your entire stayVRBO has an explicit policy that hosts are not allowed to have outdoor audio or video surveillance unless it is explicitly on the listing. We booked a 3 months stay and our host has a doorbell camera and audio recording device that records all of our conversations in the living room and kitchen areas of the apartment and observes us anytime we come in and out of the apartment, which is located in a secured building that has plenty of professionally monitored surveillance. VRBO decided that it is ok for the host to violate the policy and that we cannot leave unless we forfeit the $8k we paid to stay here. Huge violation of our privacy and literally ruined our honeymoon. We are under stress now daily and cannot wait for our holiday here to end. In addition, the host harassed us by asking for documentation for our service animal, had a camera inside the apt which he eventually let us take down, told us we can no longer get mail or packages after the incident, and tried to intimidate us by threatening to send the police on us if we refuse to be surveilled by him. He also lied to us by saying that the recordings are monitored by a team, only to later say that only he has access to them. VRBO continues to ignore our case, and insist that he is in the right. Never use them. They are horrible. If you have any problem, you are screwed..RH675Version: 2021.01

ScammedRented a condo with bay tree condominiums in Port Aransas through Vrbo. I had a night shift at work so I skipped my 4pm check in for an early am check in the following day. The room was horrendous roach in the fridge, dog hair all over the bed, dirty showers. The room looked nothing like the pics would leave you to believe. It was worse than a motel and what I paid for they stay was just unacceptable. I kindly let staff know I would not be able to stay and requested a refund by front desk for the dirty room. I was lied to by the host Deborah that they didn’t offer refunds so I had to call Vrbo and argue with the host who was extremely rude while speaking to Vrbo on the phone. I was given every excuse as to why the room was dirty and my pictures of the room were brushed off. Took a 4K pic of the roach in the fridge and host tried to tell me it was a piece of old lettuce… I got a partial refund. They had they nerve to take a cleaning fee and service fee out of my refund for a room I never stayed in and that was never clean… Vrbo also won’t post my review of the property. If you look at their Google reviews they have a low rating but they don’t tell you the full name of the property until you rent. They just try to lure you in with picture. Vrbo allowed the host to to essentially be paid for below par service and lies. I’ve used rental services before but I don’t think this company is worth trusting..RtyhfssgbjudcbhjVersion: 2021.18

Very disappointedOur experience was completely and totally terrible when we arrive to the Resort the computers were down and it took them an hour and a half to be able to finally give us our apartment opening it with the security guards key this was at 11 o’clock at night we were we did not arrive in our room till 1230 after that the next day when I went to get our keys they claim that we were not there registered the Night Shift had not communicated with the dayshift so our experience was that they nobody knew who we were we were able to finally get into our room when they finally gave us keys again the following day and when we arrived in our room employees of the of the resort we’re doing laundry in our washer and dryer inside the apartment without all of our belongings there the following day when we arrived back in the hotel again our keys did not work and again they claimed that we were not registered there they requested an extra fee that we had to pay after all these problems and us with a handicapped child with us what they offered back to us was $100 which I thought was completely horrible my experience at this resort was terrible in my experience with the people that are managing it is also terrible since they did not have our back beware be very aware of what if you book here.Wackattack21Version: 2022.05

High Point Rosemary FlWent here on April 2nd - 9th 2022 for Spring Break. Had gone previous year so went back to same place to stay. This trip was different as far as the stay. They hired new security guards that made it feel more like a jail than vacation. We were not allowed any guests to come visit us in our room or any areas on the property. We rented bikes on the property and because they were left by the door the bikes were taken and put into a locked gate but no one let us know where our bikes had been moved to. We lost a couple of days of our bike rental because of this. A security guard there took two of our bands from us so we had two people that couldn’t get in or out unless someone else was with them. The security guard told us that the owner would have to come to get the bands back. We called the property manager right then to let them know. I was told a few days later by the property manager that the bands were lost or misplaced(by the security guards) but they wanted me to replace two bands at $300 after there insurance claim that I purchased beforehand was denied. In my discussions with the property manager I was shamed by her and told to stay somewhere else from here on out for something that wasn’t my fault. Needless to say this was $9000 for one week. Irresponsible security guards and property managers. Very disappointed..Blackeyes 2310Version: 2022.07

Disappointed in VRBODisappointed that VRBO does not hold owner accountable for their mistakes. I booked a trip March 2019 for March 2020. I reached out to the owner and told her we were excited to come. In May, the owner sent me a message to my personal email stating that there was a mistake in the booking and our trip would coast an additional $100 PER NIGHT (plus additional taxes and fees). The email actually went to my junk mail and I just saw it (Sept 2020). I contacted customer service and was told that it went against their policies however nothing was done. They advised I could cancel for full refund, however the availability of other places at the same location was slim and closest thing in our price range was $300 more. I asked if they would waive a portion of their service fees on the new booking and they told me no since it was so far away. There is no way to write a review on the owner. She admitted to me that she sent a few others the same email in regards to wrong price so I know there are others that she did this too. Had she informed me right away, I would have understood however she waited over 2 months to contact me and when she did contact me she sent to my private email address instead of thru the app. The situation is very shady and VRBO should require owners to honor their bookings when it’s their mistake or help vacationers find another place comparable in price..KoonC2020Version: 2020.21

Guests and Hosts - This App Needs HelpAs both a host and someone who books through both VRBO and Airbnb the VRBO app has slowly gotten worse. Here are the major issues with the app from a hosting perspective. By the way I’m using the latest iPhone pro. Finding messages is horrible. You are notified and then you have to search for it an often when you run a search it will indicate the search failed (with something like a first name search). If it’s a new message why isn’t the first message in the inbox? Additionally, you cannot schedule messages to go to guests. This feature is in Airbnb and it makes it easier to automate message delivery. When it comes to listing - you are limited by the amount of text to enter house rules, so you have to send a separate document in a pdf (very clunky). It also doesn’t yet have a feature to list if your property has EV charging. The app often logs you out for some reason. Last week it couldn’t retrieve any messages and the app had to be reinstalled on every phone and tablet my group uses to manage reservations through VRBO. I really feel like VRBO needs to work on this app and develop a new version with both guests and hosts in mind. If the app continues to be problematic it will lead to people just not using it or directing people to use a competitor..C_z_andVersion: 2022.10

Unacceptable customer service experiencesThe app is okay at finding rentals. However, my first experience with VRBO was so terrible that it will certainly be my last unless they improve their customer service support and fix their cancellation policies to protect renters who get ignored by the rental owner/manager. We unfortunately got a rental that was manage by someone who did not respond for days. I VRBO directly first through the website online chat support, which seemed to be positive, but then I was told to call the corporate customer service hotline number to speak with an agent to “escalate” my grievance about the lack of communication from the rental owner/manager. Because of the lack of contact from the manager and a negative review on the property I was confused about how to proceed and whether or not this rental was legit or a scam. I requested to cancel, and the manager finally responded by cancelling the rental and keeping the $1,700+ for 4 nights. So now we are out $1,700+ and have no rental! The agent from VRBO kept referencing policies and sounded cold and unable to make any changes or even partial refunds. At times, the agent could barely be understood. The customer service was abysmal at best. Apparently, VRBO does not do a good job at quality control and keeping property owners/managers in check to ensure customer satisfaction and good communication..Jtr03cVersion: 2018.20

Predatory BookingI booked a rental through VRBO in March 2022 and made the first payment on April 1 of $223. I was told the remaining balance would be due on June 10 and it would be around $1500. However to my surprise after attempting to make my payment over the phone with the actual rental agency I was notified that the total balance was more than $1700. I was told that in an email it was made clear to me that I would have this additional charge that I would have to make, however it was never explicitly stated (and I spoke with the rental company a handful of times since I booked to clarify details!!!). In addition to that, the invoice went to my spam mail (of which the customer service rep at the rental company stated “happens often”) and was told there wasn’t much that could be done and it was VRBO’s fault with their marketing. It’s quite unfortunate to me that VRBO would market in such a way that is harmful to the people booking with them, but that’s exactly what happened to me. Now I’m being forced to pay a service fee to the rental company in addition to the service fee I’ve already paid to VRBO in order to book - when none of this was explained upon booking. It’s predatory. Think about the people that can’t afford to pay the “hidden costs” associated with booking through agencies like this. Wild!.Gibby4Version: 2022.11

DisasterWe reserved this property for a family reunion one month ahead of traveling. At 9:02 A.M. on the day of our scheduled arrival, we received a text from Chris, the owner/host,explaining that they were unable to host us this weekend because the management software DOUBLE BOOKED THE PROPERTY!!! At this point, our dogs were already at the kennel, and the car was loaded for departure. The host was not sympathetic, but he gave us a phone number for VRBO’s customer service for stranded travelers. (Seriously? Does this happen a lot?) VRBO was UNHELPFUL, saying that they couldn’t help us find another property, but we should book hotel rooms for the family and send them the receipts. This wasn’t a good solution for our family reunion , so we wasted four hours calling everywhere and finally found a property with Vacasa to accommodate all of us. It was an extremely stressful experience and terrible start for our family trip which we had planned one month ahead. To add insult to injury, during the long weekend we continued to receive emails from VRBO, “How was your first night? Did you find everything OK? Christopher” The next day, “We hope you’ve enjoyed your stay at the Ranch” with check out instructions. What a mess! Beware of reserving this property, You may become a stranded traveler on your day of arrival. Never again..Stranded Traveler 2021Version: 2021.20

Scammed by ownerI have been using VRBO for several years and never experienced what I did this week. We rented a place that looked very cozy and relaxing. I always read the reviews and take that into consideration when renting a place. The reviews were good. We got to our house and found it to be NOTHING like the pictures. It was very cluttered with junk on the outside and the “yard” area was very crowded with stuff and not a welcoming relaxing environment like we were expecting. The front door looked like it was 200 years old and very heat and sun damaged. I’m sure it would not take much to break down the door. The “neighborhood” was very trashy. We definitely did not feel safe there at all. I called the owner and told her we were not going to be staying here based on what we observed when we arrived. She went on to tell me how much she paid for the place to buy it and fix it up. She did not acknowledge anything I was telling her. I have pictures of the way the house looks in person. Not even close to the ones posted. We asked for a refund and she said she would consider it if she was able to re-rent. I am very disappointed in VRBO that they would allow this host to rent this place and on top of it all she is considered a premium host. I will not be using VRBO in the future..Penelope 11Version: 2021.11.1

Bad ServiceI booked a room with this company. My card was charge twice. I immediately file a report about a duplicated transaction. I was told the refund will take three weeks because of COVID. I was already disappointed, but I understood COVID makes everything more difficult. I waited the three weeks and decided to called. I was told they need to call the hotel to confirm my transactions. I kept going back and forth between this app and the hotel for two weeks with no answers and no refund. After the 5th week I was told Vrbo will not be responsible for the refund because it was Expedia who was in charge. I never made no deal with Expedia, but I was stock with them. Once again, I spent hours calling and asking for answers every call was at least 1- 2 hours with no answers. At the end this company blame the hotel and they blame Expedia. The hotel blame Expedia and Expedia blame the hotel. Bottom line I am still stuck with out a refund and no one wanting to take responsibility for the transaction. This is the first and last time I would ever use this app. Their customer service is horrible and I wasted at least 20 hours trying to fix something that it was not even my fault. Bottom line I paid twice for my same room. Saving a little money cost me twice as much the money I was planning to spent. This is so disappointing 😒..Marisela2020Version: 2020.15

REVIEWS ARE LIESAfter using Vrbo for my first time I was extremely upset with my stay. Hotel was dirty, the room was cleaned twinge and still was dirty, extra fees that where not stated by the owner and after leaving the owner a 1 star review he went and trashed my name. I couldn’t even defend myself from the review left by the owner. If Vrbo looks into the last 3 people who stayed with this owner. All 1 star review. The worst part is the property owner was so disrespectful in his review. I had to sun it my review 4 time before Vrbo would let me even post it. Stating it’s against their policy to report pricing on specific hotel. If I was a customer I would want to know that the hotel charges an addition $60 a night after paying all the fees and taxes on Vrbo. They charged us for towels if we swapped them out, got charged for toilet paper, they charged us for blankets on the pullouts. This wasn’t stated in the contract. Then the owner on top of it all state in his review that I should stay by the freeway where it’s cheaper. It’s not about the money, it’s the fact that he’s not stating the extra fees in contract. The owner is a liar and Vrbo has no support to remove his review. Crazy how mine got kicked back 4 times at that point most of the things I wanted tot state in my review where deleted. I WISH THEY LET YOU REVIEW THE OWNERS WITH THE TRUTH. THEY DONT!!.Hamee13Version: 2020.25.1

Host canceled AFTER we were already on-siteApparently we are not the only people this has happened to. Yesterday my friends and I pulled into the driveway of our beautiful booking in San Diego (exactly on time) only to discover… doors locked… and someone else's belongings inside. We reached out to the host and received an email 20 minutes later canceling our booking (though we'd booked months ago). Let me say that again: they canceled our booking AFTER the scheduled booking time had already started, WHILE we were in their driveway. We'd driven about six hours (one way) and now we are stranded in San Diego with nowhere to go, except to shell out hundreds of extra dollars. Vrbo is offering only to credit the paid amount toward another booking, but the only options this last-minute are honestly pretty sketchy, or exorbitantly expensive, and we are spending all our time dealing with this instead of being at the convention we spent 100s of dollars and months of planning to attend. This is not okay. UPDATE: They got us into a sketchy hotel with no hot water, and no w/d, in a very run-down part of the city. Far inferior to our original booking. And apparently this sort of thing happens a lot with this company. I've warned my 30,000 online followers to never use Vrbo..BirdsAndTheBVersion: 2022.14

Wouldn’t recommend to my worst enemyVrbo gave me a nightmare experience. The host for my stay in Amsterdam completely ghosted me leaving me stranded. Vrbo was unable to provide me with new accommodations as they assured me would be possible. Their app made it impossible to chat, none of the provided customer service numbers worked, I had to have a friend help login to my account on a computer just to get an international number that did work for me. I was not only told I would be completely refunded in 3-5 business days but that a stay free of charge would be found for me. When they sent me the options they could give me, none of them were even available and they kept putting on me to book a new place in order to move forward. I kept stressing that they weren’t giving me viable options and thus a pointless cycle continued. I ended up having to spend an extra $1300 to book a new place on my own wasting two full days of my trip because of them. I’m still waiting for my refund and have since gone through my credit card company to get a refund. Absolute worst service and I would never suggest anyone go through them unless you want to have your time and money wasted while they do absolutely nothing to make it right..KungfushoegirlVersion: 2022.09

Negative reviews for Properties get censoredVRBO does not take negative reviews seriously or complaints with properties. I left them a message two separate days and neither call was returned. On the third try, I was finally able to speak to someone but they were of no help whatsoever resolving the issue with the property I was staying at. They just blew it off and said to resolve it with the property manager that rented us the place. I used VRBO for an entire month renting about 6 different places and I will not be using them again. Lastly, since nothing was done about my serious security concern, I left a negative review for the property. After a couple days, they said my review didn’t meet the guidelines because I discussed security deposit pricing (one of my concerns) so I had the opportunity to remove that portion and resubmit which I did. They said they would review again but this time they waited about 3 weeks to respond again stating that it didn’t meet their guidelines. They didn’t give a specific reason either. This time when I tried to edit and resubmit, it stated that I was outside the window and could not post the review. This is a very shady practice for VRBO and I would highly recommend using a different app for your short term vacation rentals..Soccerman177227Version: 2022.08

VRBO will scam you and leave you hanging while running you in circles to fix their mistake.Absolutely horrible customer service. They had a listing up from scam owners and kept telling us they’d contact them to contact us. Tell us they owner will call in the morning after contacting customer service 4 times prior, never called, customer service then tells us call when you are out front. Do so, 6th call, they tell us they will call the manager AGAIN! Meanwhile the window of the actual building says it’s owned by a completely different person, whom we talked to, and has been FOR A YEAR. She was appalled that VRBO has it listed and recommended talking to them HAHA, like that helps at all! VRBO only employes non English speaking CS reps so we continue telling the same story over and over again as we get transferred from one inept CS rep to the next. STAY AWAY from this horrid company. We and the people we are with will never ever use vrbo again. Use Airbnb or an actual hotel because vrbo is horrendous and provide awful support/care for their customers. These positive reviews are all fake too! Look at the actual comments. One talks about getting scammed and it’s 5/5 stars?!? VRBO is a scam! It’s only a guarantee you’ll be hung out dry if you’ve gotten lucky with them so far!.BlaiceVersion: 2021.22

ABSOLUTELY UNPROFESSIONAL & DISGUSTINGY stay started out okay until day 4 and flying ants began to crawl in through the patio door… IM TALKING 60 or more!!! The property manager responds to everything until an actual problem occurs. I was told maintenance would be sent on march 3… after reaching out numerous times and having to contact “vrbo” customer service, maintenance was sent on march 9th, after I had already booked an early flight home due to being bitten in my sleep & I was officially FED UP. Maintenance confirmed they’re was a nest of flying ants & were able to get in through crack of door which isn’t aligned correctly. The kitchen sink has a dead smell on the side with garbage disposal any time you turn on faucet, also doesn’t run hot water! ONLY COLD. Had to clean some dishes in bathroom sink. I’m The property manager stopped responding, Wouldn’t even answer when “vrbo” reached out about the situation… also refused to give me a refund. I have submitted all evidence and pictures that I have. I will never ever book with vrbo again if this how they allow property managers to treat you, Airbnb would never! Worse booking of my life, ruined my whole trip. Please don’t waste your money with these people. I left my stay 3 days early and have yet to hear from them till this very moment..LayshaiVersion: 2022.05

Nightmare Booking ProcessIt just shouldn’t be this hard. VRBO works great until you need help. Apparently they were having system issues. Wouldn’t accept our perfectly-good card. Rejected payment, tried to book again which resulted in two bookings, several conflicting messages…you’re pre-approved for your next booking, booking rejected, on and on. Unsure if card was charged, tried chat (it’s a bot, zero human response), called several times with a wait time of 30+ minutes, gave up few times, finally decided to wait it out, got through, explained problem and he hung up on me. We are long-time users of this service and this is not the first time VRBO’s absence of customer care has proved to be a several-days-long fight to straighten out an issue that occurred on their end. In this day and age where customer care means everything, how can they still in business? No accountability, no higher management to refer problems to, just outsourced phone lines where you explain issue over and over again, and a complete lack of care when they mess up. I just went and found the same listing on the competing site and booked it in 5 minutes. So much for customer loyalty, doesn’t mean anything to this business. It’s a shame..HJFrasVersion: 2022.19

Vrbo will scam youIf I could rate them zero I would. They literally stole >$6K from us. We booked a property on the platform in Mexico for a family vacation. Got confirmation from Vrbo of instant booking. Only a few days from the trip still zero communication from the property owner with confirmation of how to access the property. Vrbo says their policy is owners must respond within 24 hrs or be kicked off the platform. It’s been 7 days and no contact. So I guess good for Vrbo that they can kick off a bad owner. But we have talked to Vrbo customer Svc for hours a day for multiple days and they just say pound sand, zero refund offered for us even though we paid for something that they can’t deliver on. They also charged a $500 service fee to use the platform and “protect us”. They laughed at us when we asked if they were at least going to refund that since they didn’t actually do anything for us or provide any actual service. They told us our only option was to actually go to Mexico and they would accommodate us if we got there and had no place to stay. Yeah right! Who in their right mind would travel to a foreign country with young kids with no confirmation that they had a place to actually stay?!?!? Total highway robbery!.Lexi Loves DanceVersion: 2020.25.1

Stick with AirBnBWe had a few different places rented in Dahlonega GA for our wedding in April, some on VRBO and some on AirBnB. When the quarantine began in March I cancelled all of my bookings. AirBnB immediately processed my full refunds and had an excellent response to the changing needs of their customers. VRBO on the other hand has really dropped the ball. It took them weeks to process my refund and I had to get the owner to actively help and make sure that I got my money back. VRBO only has chat support and the operators have no idea what is going on. Even worse, my father also had rented a property through VRBO. He wasn’t lucky enough to rent through and honest owner like I was. The owner took advantage of the lack of communication between the company, the owner, and the renter and told my dad he would have to book a new date before the original date could be refunded at 75%. So my dad rebooked first the end of May and the original date was never cancelled or refunded. Now that the quarantine is going to last through the summer he is stuck with a second booking that the owner and VRBO refuse to cancel and refund. Save yourself a the headache of poor customer service. Don’t use VRBO. You will never find a more wretched hive of scum and villainy. Stick with AirBnB..Tawn9816Version: 2020.09

Do not book through VRBO!For the love of God, whatever you do, just spare yourself and don’t book through VRBO. I’ve been hung up on by 7-8 different agents when troubleshooting my stay. I’m sure there are some good hosts where this wouldn’t be an issue, but my first booking experience was a nightmare. I couldn’t get check-in instructions for my stay, tried to get on the phone with VRBO and was hung up on multiple times while trying to prep for my flight. Finally reached a decent agent who helped force contact with the host who had went AWOL. Then, we show up to the property and there are all sorts of issues.. wet towels, bugs, pool was disgusting, etc. of course, no communication from the host. The first night, LITERALLY another family walked into the house at 4:30am with checkin instructions to get through the door (double booked the place). Contacted VRBO again and they escalated my issue to a customer care specialist. They forced communication with the host, and we discussed terms of a refund and terms for improved service and communication. The rest of the stay went fine. Now, my host is having issues submitting a refund (supposedly) and I have been hung up on by 4 different agents and they hang up after I describe the scenario. Please, spare yourself.No12246898532Version: 2022.11

Don’t Take A Chance of Losing Your MoneyI have NEVER left a bad review on anything. Ever. But I refuse to keep quiet about how screwed over my family was by this company. My family of 10 (3 families) were booking to go to a family reunion. A week out from our date, which by the way we paid in full in February and it’s now July, our host cancelled our reservation saying their “renovations were not complete”. Sounds like a bunch of bogus. I was returned our full refund (well hopefully, we will see in 5-7 business days if it actually hits our account). VRBO website states that they will help accommodate you if your host cancels. The recommendations they gave us were FIVE HOURS AWAY and you had to cross into another country. Unacceptable. Their website also says they will help to pay the extra if the place available to replace your cancellation is more. However, the customer service representative that was no help to me at all informed me that the policy only applies for host cancellations if they are 24 hours. So this company announces to their hosts that if they bail on the customers within 24 hours, they will bail them out. This is NOT how you create loyal hosts. This is how people get screwed over. Save yourself and your plans and stick with AirBNB..CJCtxVersion: 2021.12.1

Two Terrible ExperiencesMy husband and I go to Las Vegas every year for CES in January. In 2019 we reserved a two bedroom, 2 bathroom condo that was very close to the LV Convention Center. The place smelled, there were burnt-out lights, the blinds in one bedroom fell the middle of the night and everything was worn out, i.e. the bedding, kitchen cabinets. For our trip in January 2020 we made a reservation for a condo at the Jockey Club. On December 9th we received a message that our reservation had been cancelled and a refund was being sent. It is very hard to get a decently priced room during the week of CES, which is why we always book early. My husband contacted VRBO. They said the owner is not allowed to do that. They tried to reserve another condo for us and said they would pay the difference. They also told my husband that if the owner didn’t respond within 24 hours they would call him to help book another place. They didn’t. We will never book a place to stay through them again and are telling everyone we know. BTW, a friend of mine who goes to Hawaii every year has had several people tell her about the nightmare experience they’ve had with VRBO. At least two of those said when they arrive at their destination, found out that the place they had paid for was rented out to someone else..AmoffwifeVersion: 2019.26

VRBO and the hosts are terrible to work withI have had great experiences with Airbnb and Casago, in terms of customer service and flexibility. I booked my reservation with VRBO about 45 days before the trip and included the wrong dates. VRBO offers no cancellation refund within a 60 day window! Airbnb offers 48 hours to make changes! It says it is up to the host’s discretion after that. I emailed the hosts at Bella Sirena (will include their names later), less than 24 hours after I booked with them. They initially said they would allow me to change the dates. Then after sending some new dates, they changed their mind and said we could not change the dates!!! I paid over $1200 for this stupid 3 day reservation. The owners said they would refund me the $200 cleaning fee if I wanted to cancel, but would keep the other $1000. Remember, this is less than 24 hours after I made the reservation and it is up to their discretion. After the back and forth and my frustration, the owners asked for an additional $500 damage deposit!!! As if I’m going to damage the property. Never use VRBO! Always use Airbnb and Casago. The site and owners have always been helpful and they have reasonable cancellation policies. I have never been so disappointed in a company!.DanaLee82Version: 2022.08

No ProtectionsIf you use this app, know that you have only one recourse when things go wrong- to leave a negative review. That’s it. My wife and I recently rented what was basically a small hotel room in a desert community for over $200 a night. We made a two night reservation but could only handle one night because the air conditioner didn’t work. It was 95 degrees outside and started at 81 degrees inside. The a/c unit blew hot air after the air passed through insulated duct work. We contacted the owner who said we needed to use the thermostat properly. It was set to 68. We asked her to send someone over to take a look. After hours of back and forth texts, the room was 83 degrees at 6:00pm with no relief in sight. We notified the owner we were leaving. Some time later, she finally agreed to sent maintenance but we were a well into the six hour drive home. We asked for some consideration from the owner considering the room was barely habitable with zero response. Don’t use this app. Go with a company that will protect the customer. Even VRBO will tell you that, if the room isn’t as advertised (such as no air conditioning in the desert), write a review. Again, that’s your only option..DustyOrangesVersion: 2021.16

Website and mobile app unresponsiveI tried to book a place on the app 3 different time using 3 different credit cards for the same place because I kept getting an error message saying that my credit cards can not be verified. I know all my credit cards are working just fine. Then after 3 different attempts to make an reservation unsuccessfully, I was going to give up go to a different site then I got an email confirmation about a property damage insurance I purchased on the property. So I checked all 3 of my credit cards and saw one of them was charged for the property, the second one I used. I am thankful that only one card was charged and not all 3. But I have not received a confirmation from Vrbo of my reservation. Every time I go into my account inbox online or on the app to get my confirmation, they stalled and had hard time loading my messages. I restarted my phone and logged out of account to see if it would help but it didn’t. I am just waiting for confirmation email to come through. Good thing I am not leaving for my trip soon. I have never had trouble booking anything online until now. My first time using Vrbo..EkstorVersion: 2022.19

Florida emergencyBooked a house through Vrbo, the house manager has been mistreating me ever since I had to relocate. Booked July 17- 22 sunseeker house VRCC. The air broke on the 19th, maintenance man came in and said he was there last night with the same problem! He told me to ask to relocate through VRCC. When I did that he becameAbusive and stopped talking to me. My elderly mom turned 72 on the 18 th. She has congestive heart failure and is on her second pacemaker. I got no help , options or recommendations from VRCC or Vrbo. I was forced to figure it out on my own, with very little money. I was blamed for breaking the air and called a lier ( that the maintenance man never said he was there last week) mind you I have witnesses! At that point I was ghosted! Left the Vrbo at 5:30 the 19th. I was there less then 48 hours. VRCC said they provided and in stalled 2 portable air units. That is a lie! One portable air unit was in the garage ( red flag) I installed it in the room my mother was being held in. 90 degrees in the whole house! I would love help getting a refund! VRCC is not communicating with me! What do I have to do to get some help!? I got 2 insurances when I booked it through Vrbo. Please help Sincerely, Rebecca Just trying to spend some quality time with my mom! Tomorrow isn’t promised!.Emergency reloateVersion: 2021.16

LESS THAN ONE STARI recently booked travel through the APP to stay at a cabin in Asheville,NC. The process was very easy for them to book my stay and the money was sent immediately upon reserving the cabin. I also purchased their “cancellation insurance policy for 45$. When we realized we could no longer go on our trip I called VRBO to cancel. They told me they can not cancel my booking and the insurance policy was through a company called CSA. CSA travel insurance claims have to be filed online and you will be waiting weeks to hear back from them. The process to file a claim is the worst I have experienced. The other option was to call the booking agency for the cabin itself. I called them and they would only refund 50% of my money even though I was cancelling months in advance. They said they had nothing to do with VRBO or CSA travel insurance. VRBO is racketeering with CSA travel to have you pay travel insurance then making the process ridiculously hard in order to receive a refund to make you not want to cancel through them and they still keep their profit. VRBO is fast to take your money but provides little help when you need to cancel. In the military I have travelled for 15 years using various apps and this is the worst one I have seen thus far. CLICK AWAY!.Joshua moehringVersion: 2020.05.1

Buggy website, buggy applicationI’ve had the most frustrating experience trying to book a property. I found a fantastic last minute stay that we have been so excited about throughly their website on browser. I booked it about 7pm last night. After putting in my credit card information I got a spinning wheel of death that took forever then timed out and told me error. So I went through the booking again. It spun forever again, then told me the property was no longer available. So I wonder if I booked it or not? 3 hours later I got an email saying my request has been submitted. So I download the app so I can get updates. The app is SO buggy and I can’t access the messages to message the property owner. It’s been almost 24 hours and I still don’t have a confirmation. At this point I don’t even trust that the owner has been notified. I seriously would have thought that a company owned by Expedia would have a better user experience and be better developed. Come on Expedia, build a better product or get out of the rental business. If this property was on AirBnB I would be able to move on with my vacation planning by now..CJLApple99Version: 2022.02

Review system and customer service are terrible.I had a very nice experience with a stay where the owner was very fair and refunded me. Vrbo had not refunded me yet so I hadn’t thought to review the stay until that was completed. Then received notice from host that they reviewed me and would like me to review them. I tried to give them the glowing review they deserved but the system didn’t allow it because my stay was two weeks prior. I did a chat with the Vrbo service team to fix the issue and that went nowhere. Then I had 4 calls. The first call they verified who I was, put me on hold, then 30 minutes later I hung up. The second call they sounded like they were outdoors in a hurricane, after multiple attempts to confirm my name they verified who I was, put me on hold, and 10 minutes later I hung up. The third call they verified who I was and said they can’t do anything and when I asked for a supervisor they hung up. The fourth call they verified who I was and said nothing could be done. I’m simply trying to review the host. I’m not trying to get any personal gain out of this but I give up. They need to improve the review system and check their service team for quality control. A lot of wasted time..Derek 12846404Version: 2021.22

Host cancelled on us the day beforeI get an email saying that the host cancelled our booking a day before we were suppose to check in. She messaged me and said “sorry for the inconvenience” and that was it. She stopped responding to me. I tried calling Vrbo to see if they could find us a different property since they have a “rebooking specialist.” I was on the phone for over an hour and was hung up on twice. Basically they said they are not able to rebook until the day of the original check in date, which is ridiculous. They said the rebooking team would contact, I asked to be transferred immediately, and they stated they couldn’t do it. I was trying to be proactive and send them listing in the same area that could accommodate our party (16 of us). There were 2 at the time when I first checked. I have 3 families flying into San Diego, for this booking. 2 families were literally on flights while I was trying to get the problem solved. Now I have to tell them we still don’t have accommodations for tomorrow. And one of the properties that could accommodate us was also just booked. At this point we have to wait til tomorrow to see if they can rebook us. Avoid this company at all costs..Get brainVersion: 2022.11

No communicationI have been trying done 9 days to get in touch with anyone at vrbo or evolve vacation rentals. We are trying to cancel due to the state being on lock down, and have still not heard back from anyone. They have now gone and processed the entire payment, after 9 emails, Facebook messages, comments, calls, and 5 messages through app. This is a joke!.JanellesdoyleVersion: 2020.06

Use any of their competitorsHighly recommended that you avoid using vrbo and use ANY one of their competitors. Our group of 10, which was inclusive of individuals who work as first responders/essential services (nurses, teachers, seniors care, firefighters, lawyers and law enforcement corrections) wanted a deserved break/kid free weekend and decided to book a property in early December when the region we were staying in was still in the “green zone” and allowed indoor gatherings. However, due to the uncertainty of future events, it was confirmed in writing by the owner of the property that if for some reason he could not rent to our group due to government mandates, that we would be issued a credit and allowed to rebook for a future date! When the covid lock down occured and the "stay at home order" was imposed in Ontario, we attempted to reasonably come to a resolution to rebook for a different weekend, which was previously stated by the owner to not be an issue. But to our surprise, the owner went back on his statement and instead told us that he didn’t offer refunds or rescheduling and that he would not allow us to rebook for a different weekend as previously stated because “he could still honour our booking and recommend a one household limit” (even though he charged us for 10 people) and that we would be responsible for any fines issued if we were in violation of the rules. He then suggested that we cancel our booking (no refund) and rebook a weekend that worked for us (charge us another $2,100) so that he could attempt to rebook our dates and only offered us a “chance” of receiving a refund based on the funds he could recoup. We were then threatened with fraudulent claims that we would be held responsible for damages to his property for the weekend we had booked even though we told him we were not coming due to government restrictions. I contacted vrbo multiple times to get help in resolving the matter and on many occasions I was either hung up on or disconnected from the chat. They didn’t want to deal with any of it. They also just kept saying they can’t change the cancelation policy, which I wasn’t arguing with them. I was arguing the fact that one of the owners they advertise for was going back on a written agreement that was in place before I booked the property. Needless to say, they did nothing. Their customer service is a joke. Following our weekend, in which we didn’t attend, I received an email from vrbo to write a review. So I reviewed my negative experience with the owner and how useless vrbo is in resolving any issue and to use caution when booking a property through them. I then contacted vrbo after 2 weeks of not seeing my review posted and was told they rejected my post because “you didn’t stay at the property”. So I wasn’t allowed to review my negative experience with the owner (to warn others) or with them as a useless company because “I didn’t attend the property” which I wasn’t legally allowed to do...I also asked to put in a complaint about the owner they advertise for and was given an email that doesn’t even work. In conclusion, I would avoid using vrbo. If it was so easy for this one owner to get away with taking money from travellers and not receiving any help from VRBO in rectifying the issue, I would assume that it is common practice..Branch-11Version: 2021.02.1

First time userThis is the first time I have used vrbo. I use air Bnb very regularly. I am frustrated because I have sent several messages with no responses.Shannonw83Version: 2018.18

AVOID VRBO!!!Used to love VRBO until recent buyout by Expedia. They couldn’t process a simple payment on my recent rental leaving me scrambling to contact the owner myself. Multiple calls and online chats ended every time with promises to get back to me, elevate it to tech department, a resolutions department etc. All went unanswered. No responses until I re-initiated contact. Their final resolution? PAY THE OWNER DIRECTLY IN CASH!! Spent 3 days of my “vacation” travelling across a Caribbean island to meet up with the owner and pay him as much cash as my debit card would let me withdraw each day. On the third day the bank flagged my card due to multiple large cash withdrawals in a foreign country. 2 hours on hold for that.... I have used AirBnB as well with NO issues whatsoever. They have my business now. VRBO - never again. Cam I give Zero stars?.Frustrated traveller 2020Version: 2020.05

Horrible refundsThis was my first experience using VRBO. So I booked a place for 5 weeks and paid for it right away. Turns out there was a glitch in thier systems that allowed double booking at the place that I had prepaid $3200 for amd it is not available. The host issued the refund right away but for some reason VRBO is going to take 15 days to process my refund. Why? You took my money right away why wont you give it back? Now I still have to find a place to stay while NOT having my $3200. I am in such a bind right now because of this. Stick with Airbnb. These guys have put me in such a bad position. Dont know what I am going to do now 😡 I need a place to stay and now I dont have the funds to do it. I do NOT recommend these guys at all. If I could give zero stars I would 🤬.Jack Sawfa GoteVersion: 2022.05

AVOID!The app is full of scammers & the customer service is the worst thing that I experienced in a long time. If you see this review don't use this app to book, I'm saving you troubles, money & wasted time!.Pachiko0Version: 2022.05

Be careful.Even though the VRBO app may show that a place has availability on the calendar, and you book it an put down payment , down, does not mean you have it! I did this only to be told the next day that someone else had booked on another App, for a longer period so my short stay trip was not accepted any more by the owner, after it had been confirmed on the VRBO app. So on cancelling one day later my refund was reduced by $81.00 for something that was not my fault. Felt like ripped off! Terrible way to do business..Gibbs1309Version: 2022.02

Customer service is horribleThe customer service is awful. We rented a property through VRBO and there were many things that were in the ad and weren’t working or provided at the property. I contacted VRBO before the trip with the owner telling me there were things missing and they said once you’re physically there, get in touch with VRBO and they’ll find you a new place. We get there, I waited on hold and had 2 separate conversations with people who ended up disconnecting the call with me. They refused to help in any way. VRBO is quick to take your money but slow to help you when they promise beforehand. I will never be using them again..Pats19Version: 2021.24.2

WorthlessApp and company are both worthless. Will not refund any amount or allow you to reschedule a booking even during a global pandemic. They could step up and force the policy but refuse. Use AirBnb at least they actually care about people..Melgol0616Version: 2020.05

The worst customer care everI booked a rental based on the pictures and that VRBO gave the host a “super host” designation. When I arrived the apartment was moldy and the Furniture and bedding smelly and old covered with fresh bedsheets. I contacted the host and he refused to refund. I checked out anyway because it was unsafe for us to stay due to the mold. We were planing a 3 week stay. I called VRBO stayed on waited for an agent for 30 minutes then waited for her to resolve things for 59 minutes. At the end all she could offer was 100 EUR for “minor problem”. I would never use this crappy company again and would never recommend it to anyone..Dr. OsVersion: 2022.12

Don’t use - worst customer serviceWe booked a place and it happened to have mold and no AC after advertising they had AC. We had to leave and book a hotel nearby. We reported this issue to the company and after being one hour on the phone with the company, they didn’t reimburse us. Since then we have tried to get reimbursed and the customer service keeps on telling us to call back in 2 days to get an update. It has been over a week. UNACCEPTABLE.ChloLabChVersion: 2022.12

Wouldn’t use again - felt sketchyThis was my first time using vrbo and I can confidently say it will be my last. Vrbo’s customer service, app, and help center are lacking. Beware, you may have to make payments outside of the app which is a major liability issue. You’ll also be asked for gov. ID by the actual property manager for safety reasons, but that should be asked by vrbo… for safety reasons. When I reached out to their customer service team to ask about outside payments, they just said that it’s a norm! When I pointed out that it was concerning, they responded with “we are aware.” So, yea, save your time and go with another service..M. MiscVersion: 2022.05

Terrible CompanyMade a booking. At checkout price was indicated in CND. However, upon checking my bank statement I was charge in USD (eg. shown $500 CND but charged $500 USD). Reached out several times to bring this to their attention but was given a number of irrelevant explanations. At one point they even tried explaining the concept of currency conversion and told me I should discuss any issues with currency conversions with the bank😓. Next, I was told that I should contact the host. In the end I was told that they would not honour the posted price because I didn’t not have a screenshot of the checkout window for my booking. I didn’t anticipate having this issue therefore I didn’t think to take a screenshot of the checkout screen. Vrbo is unreliable and they have poor customer support should you have any issues. You’ll be given the runaround. I had 3 dropped calls which would constantly cut out..Cl.345Version: 2022.05

VRBO should be ashamed of themselvesNot only do they have the worse email and the customer service is operated by a computer that answers question by a computer. We had to take my mom to the hospital and I tried to contact the owners multiply times. I’m beginning to think that VRBO does this on purpose. Do not go with this company and Expedia has dealings with them as well. I’m going to contact both companies and delete my accounts from both.UpsettravellorVersion: 2022.1

Greedy ScammersVRBO refused to issue a refund after i was unable to travel due to Covid19. They would not assist in any way and their live chat was frequently disconnected by the chat agent anytime it was convenient for them. Do. Not. Support. This company..PihslacVersion: 2020.06.1

The worst everThis is first and last time I use Vrbo. Their customer service is awful. I was promised a deposit of $500 but never got it. I sent an email which was bounced back and forth between customer service and accounting with no answer. It’s been 5 days already. I’m trying to call someone and cannot find a number to call. When we were in Winnipeg the property owners were not even in the city. We had heavy snow for days. I requested a shovel and got no answer. This site sucks big time and I will use social media to bring the house down. I’m so irate now that I want a full refund not just my deposit back..HelonakiVersion: 2022.22

Buttons don’t workI’ve been trying to view the check in instructions and the “View instructions” or “contact the host” button just won’t work, what’s wrong with this app?.ZkllVersion: 2022.11

The platform & the worst customer serviceAvoid VRBO at all costs. The customer service does not help you AT ALL. When all things are leading to the booking clearly being a scam, they make you wait PAST the time of booking to handle the problem. Left stranded with NO place to stay the day and MINUTE of check in, they offer no solutions, creating immense stress and no problem solving skills. Every single thing is preventative and the VRBO team does absolutely nothing to help you. You will be left with no place to stay..Mart00341Version: 2022.03

Issues with appThe app is super flaky, I booked a rental and it told me twice it couldn’t process my credit card and then. I suddenly got an email saying I was confirmed and it was paid. Now I have messages from the owner and I can’t open them in the app to respond. Pages in the app regularly just sit in a state like they’re trying to load but never display anything..FyrwrksVersion: 2022.02

No customer supportWas scammed by an owner at the outset of the pandemic and VRBO did nothing to support..Jmsb1111Version: 2022.1

Virbo condo owners cancel at own willBooked a $200 condo in Edmonton, a month in advance to watch soccer game with my son, a block from Commonwealth stadium so watch for this listing. Owner cancelled the rental for no reason the night before our flight. Sent a message asking why, no reply. He probably got a better offer for more $$ from someone else attending the game. So much for planning. So much for the owner being an honest person. There’s no regulation with this Virbo I won’t be using their service again..GeorgevancouverVersion: 2021.22

TerribleTerrible app. How can I close my account?.Bigyin66Version: 2021.12.1

Despicable CompanyThis is an Expedia owned company that didn’t help us out when we weren’t even allowed to leave our country to travel to our rental property during the COVID-19 pandemic. Greedy owners took all of our money, and VRBO just stood by and supported them. AirBNB did full refunds for their renters - they get ALL my business from now on..Should-be WorkingVersion: 2020.06.1

Oops!For a couple of years now, when I try to access my bookings in the app, I get the “Oops! Try again” message. So frustrating. Never happens in airBnB app so what’s the issue here, VRBO? I just access my account via Safari now..AndreaprairieVersion: 2020.01

Worst song play on addU must change this add or song what a worst song ever heard what the hell is being sung.. did u not pay the singer or get him free service for u.Prit1942Version: 2022.08

Horrible service5 days before we we’re supposed to leave on our vacation to Mexico we were contacted by the owner who cancelled our booking even though we had already paid! We contacted VRBO right away and although we were refunded in a couple of days we had no place to stay and no time to spend finding something. We were repeatedly put on hold and told we would be contacted. We were assured that our booking was guaranteed and they would help us. They never did and we wasted hours on the phone and looking online. We finally booked a place on our own for more money and not where we wanted to be but by this time we were desperate! Worse service ever!! We still haven’t heard back! I would never recommend using VRBO.Mati63361510Version: 2022.22

Its a ScamIt’s a Scam. They took my money and canceled my booking at the last minute and didn’t refund my money yet. Bad customer treatment and I seen an act of racism from one of there host..Jamee112Version: 2022.22

Vrbo and their hosts are flakesSat on our deposit for over seven months and then cancelled 45 days before our arrival because they decided to list and sell their property. No disclosure of sale listing is unethical and provided no other rental options for a two month booking. Vrbo and Leidy Hernandez (Playa Del Carmen) are flakes. Thanks for ruining our Mexican vacation..PanScramVersion: 2022.22

Beware!Once you pay VRBO with your credit card, in case of any issues, you are at the mercy of the property owner. VRBO “pretends” that you paid the host and they are only middle-man. Good luck getting your refund on a filthy, UN-inhabitable unit..MeghsquaredVersion: 2022.22

Worst site ever!Terrible service would never book through VRBO again. So many mistakes. Wrong place booked Had to cancel my Visa card because VRBO put through extra transaction and then they cancelled both the correct booking and the incorrect one. Spent over 5 hours on the phone with them. Beyond frustrating !!!! Huge waste of my time. Never again!!!!!.'bfoVersion: 2022.22

Terrible appCompared to other STR sites, it awful. Once you’re booked it difficult to find the listing details again, difficult to find the host’s phone number. Communication is not encouraged between hosts and guests resulting in very poor communication - I say this as both host and guest. I’m considering leaving both Hosting and traveling via the VRBO platform. Oh and what’s with two different apps for hosting and travel? Capability exists to combine them so a Host can see if you’re a good host even if you’re new to the travel side..L N7976Version: 2022.22

Fake placeI reserved a hostel in Yerevan , Armenia. But this place did not exist outside there. If it was introduced as a new place on your site. YOUTH HOSTEL 8 Isahakyan St , Yerevan , Armenia After that , After arriving in Yerevan and realizing that there is no such place at that address, I had to rush to get a more expensive place..Nemat Sayaf niaVersion: 2022.22

DON’T use Vrbo! WORST experience ever.My reservation got cancelled two days before Checkin date. Vrbo didn’t do anything until I called them regarding the solution. Their re-booking team can’t be reached via phone or chat, only by email, which was low efficient and they asked me to wait. Wait until when? The Checkin date! so where were we gonna stay? They ruined our original plan. They don’t care about the travellers and wasted our time..GloriaMJMVersion: 2022.20

Don’t like there adTrue, bad app.BlahhhhhdjydvugVersion: 2022.20

Bug bug bugTrès difficile de réserver et de voir les messages rien ne fonctionne!.Jol89sVersion: 2022.20

INBOX/MESSAGES NOT WORKING - CANNOT COMMUNICATE WITH HOSTFor travellers/renters, the INBOX tab on the APP and WEBSITE do not load any of the messages, which makes it difficult to communicate with the host. From my experience, I get notified via email that the host is messaging me on Vrbo but I can’t reply because the app and website would not let me view the messages. This is CRITICAL for communication and is a MAJOR flaw in the app and the website. The agent I spoke with regarding this matter assured me that it would be fixed within 48 hours but it still persists past the initial 48 hours. Aside from that, it was easy to search for properties and to book. But the major flaw is not being able to communicate with the host due to Vrbo’s system..CDN GUSSIVersion: 2022.20

The Worst rental properties everTravelling in Spain, Andorra and Portugal The Worst rentals ever Here’s the problem, You have to pre pay for your rental by reading the hosts description Then when you get to the VRBO rental and discover that it is not what they said it was, you contact the host and the host completely ignores you So they have taken your money and don’t care after that There is absolutely no accountability for the hosts to help you in any way since they already have your money The hosts literally rip you off and VRBO is too busy to help and too difficult to contact while you are travelling You are trying to enjoy your holiday, so you don’t spend the time fighting with this crap Then the next VRBO is another disappointing disaster No toilet paper or supplies, Dirty, uncomfortable, old beds and pillows, terrible smells, mold in our current rental in the bedroom, we had to move the bed into the living room, no bathroom doors, mice, broken washing machines that make your clothes smell worse than when you wash them, broken coffee machines, broken hair dryers, OMG the list just goes on and on These hosts are literally stealing your hard earned money Property in Algarve Portugal didn’t even exist A 6 night nightmare trying to get some other accommodation and pretty much lip service from VRBO we had to do everything on our own As you travel with a SIM Card in your phone you don’t have international calling, so contacting VRBO, especially in your own language is not easy and extremely time consuming we wasted more time with our issues than enjoying our holiday I am assuming we are not alone because they are experiencing higher than normal volume They want feedback in 24 hours you can’t get in touch with them because of the SIM card issue or if you are able to reach them you constantly get disconnected I suggest VRBO starts vetting the properties they rent and don’t trust the hosts description like we did This month in Europe has been an absolutely horrifying stressful experience using VRBO We will NEVER recommend or use this company again The adds on TV are false and misleading especially in Spain, Andorra and Portugal I sure hope they don’t try to blame COVID for these properties They need to send humans out to these properties on a regular basis to check them out and make sure they are to at least a livable standard We certainly discovered that some are definitely not livable VRBO has ended up costing us more money and created a stressful environment on our month long journey It is sad and shameful🥲 4 Disheartened Canadian Travellers.PltouytrsxvhgfsVersion: 2022.19

Very buggyHard time seeing and getting messages. Errors when trying to book..GtesrVersion: 2022.19

Just need a property ID search icon in app!!I would have given it a 5 star rating, but the app did not make it easy to find the property we stayed at before. We wanted to stay at same one, so to improve the app, I recommend a spot where you can just type in the property ID that you want..Stacey DuesVersion: 2022.18

Don’t waste your timeListings are not updated on the calendars. Booked a property and then received a message from the host asking me to cancel as the property was not available. With the exchange rate from the bank on my credit card there was a hefty fee that was a complete loss as the refund is not equal to the amount charged. Reached out to other hosts after as I did not want to get burned again - all showed available for the dates I wanted and all responded it was already booked. Save yourself a headache and stick to AirBnB!.Tiddleywinks19Version: 2022.18

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