ComplaintsforVrbo

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello On 4-22-2024 VRBO accepted an instant booking on my property. The property was booked on another platform. That booking took place on 4-16-2024 I was unaware of the double booking until 6-26-2024 I called immediately VRBO said I had to cancel the booking. So I did. I also provided proof that VRBO. VRBO is now charging me for the cancelation and will not help me. I have emailed called and escorted the call 5 times and no response from VRBO Per their cancelation policy to receive a waiver the following has to take place Cancellation Waiver. Per their policy, I should receive a waiver I can not help their syncing issue. They accepted the booking I have no control over the VRBO platform. Today they sent me a bill for $200 because I canceled the booking. After hours on the phone being passed around They said I had to pay or they would suspend my payouts. It clearly states in the policy I should receive a waiver. Line item 5 We understand not all cancellations are within your control. Partners may be eligible for a waiver if they are able to adequately establish one of the following circumstances:1. Force majeure events, such as natural disasters.2.Government-imposed travel restrictions.3.Traveler did or intends to break house rules (including unauthorized parties).4.Maintenance emergencies or circumstances threatening traveler health and safety.5.An error in Vrbo platform or services led to the cancellation.6.Failure of the traveler to complete payments.7 Suspected or probable risk of fraudulent behavior.

  Business response

  07/15/2024

  Dear Better Business Bureau,??? 
  
  Thank you for contacting us regarding ****************** complaint and sharing the details of their concerns with us. We rely on feedback from our customers to guide our efforts to continually improve. We appreciate the time and effort they have taken to share their experience with us. Our current understanding is that *********************** was requesting a waiver of their cancellation penalty. We have the following findings and conclusion to share.  
  
  Findings: 
  According to our records, on June 26, 2024, case ********* was opened with Vrbos Customer Support after the host contacted us to report an issue with their calendar sync resulting in a double booking. Our Customer Support advised that the reservation would need to be cancelled and the host expressed their desire to have the cancellation waived. The support agent escalated their case to our Billing Team to review the request for a waiver. The waiver request was denied initially by our Billing Team who noted no technical issues affecting calendar sync at the time of the guests booking.  
  
  However, the host followed up with our support on July 8, 2024, in an effort to have their waiver request reconsidered and another case was sent to be reviewed by our Billing Team. On July 10, 2024, our Billing Team approved the hosts waiver request for the cancellation of reservation HA-XGXWYB and emailed *********************** to inform them of such.  
  
  Conclusion: 
  Should *********************** have further questions, we encourage them to reply directly to the email sent by our Billing Team on July 10 for assistance. We appreciate the opportunity to reinvestigate this and ensure this matter has been fully addressed. If you have any other questions or concerns, please feel free to reach back out to us.   
  
  Best regards,?? 
  Vrbo Customer Support Team? 

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Category 5 hurricane was going to the gulf and going to hit ***** during the second half of our stay in the VRBO in ******We reached out sharing our concerns for our safety and ask if we can cancel the VRBO and receive a refund due to the hurricane. They told us we could not receive a refund on July 4th because our check-in date July 3rd did not have a hurricane. We thoroughly investigated your booking and found that up until your check-in time, there were no hurricane conditionsHowever the company sent out an email on July 3rd warning travelers about the conditions. Dear Valued Customer,Your ********************** stay is in an area that *** be affected by Hurricane *****. We care about your safety and want to make sure you're up to date on the latest developments.Before you travel, we strongly recommend that you contact the host to confirm that your destination is safe, and the property is still available for your stay. If you are currently on holiday in this area, we hope that you are safe please follow recommendations from local authorities.If you purchased travel insurance, contact your insurance company directly for any claims processing.For additional assistance with your booking, please see our help center call **************.I followed up again asking for a reimbursement on the days there was a hurricane, since their own company sent out an alert of a hurricane after telling us they cant reimburse due to no hurricane on. Our check in date and the told us the case is closed and they will not respond further. As we have thoroughly explained this matter to you and this decision is final. Any further replies to discuss and/or argue the reimbursement amount will be closed without reply.They would rather have travelers stay and be trapped in a hurricane than provide support to help travelers avoid these conditions. ****************************************************************************************************************************************

  Business response

  07/14/2024

  Thank you for allowing us to address *********************************** concerns. At Vrbo, we take complaints seriously and strive to provide our customers with exceptional experiences. We understand that ******** canceled her booking due to the potential impact of Hurricane ***** at her destination and is requesting a full refund. We empathize with the stress and inconvenience this situation has caused, and we are here to help resolve this matter as quickly and fairly as possible.

  Upon further review, the event of Hurricane ***** is not covered under our Book with Confidence Guarantee or Vrbos Extenuating Circumstances Policy. As such, we must follow the cancellation policy associated with ********* booking, which provides a 100% refund for cancellations requested by May 4, 2024, at 11:59 PM (GMT-5). According to our records, ******** requested her cancellation on June 30, 2024; therefore, no refund is due.

  We encourage travelers to research their destination to prepare for any known or foreseeable disruptions. Additionally, we recommend considering travel insurance, which is available for purchase when you book and pay through our site.

  Despite this, we understand the challenges ******** faced and, as a goodwill gesture, we have refunded the $162.00 service fee associated with booking *******. This refund should reflect in ********* original payment method within 3-5 business days, subject to the banks policies.

  While we regret that ************************* experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please contact us.

  
  

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked a place with VRBO. Host was unresponsive 4 days before vacation. VRBO told us to rebook and they would pay the price difference between old place and new. Sent me an email and said I would need to fill out a Reimbursement Refund Form and submit all of the info in order to get reimbursed. Cannot find this form anywhere on line. Wrote to VRBO and asked for form and they won't give it to me or tell me how to get it. I have written to them several times and they just ignore me.

  Business response

  07/11/2024

  Thank you for allowing us the opportunity to address ************** concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences.?We understand that ******************;is concerned about a reimbursement and is seeking an update.   

  Our records show that the guest booked on Mar 04, 2024, for $694.16, and the host canceled their booking on Jun 18, 2024,and refunded the booking in full the same day.

  A claim (******) was then created for the reimbursement of the additional accommodations made in the amount of $580.84. An email was sent Jul 10, 2024, informing ************************* of this and ************************* emailed back accepting this. This is documented in case 129276986.

  ******************;can expect to receive their within 5 7 business days of Jul 10, 2024.

  While we regret that ************** experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please contact us. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a property with Vbro to stay with my family 23May through 27May2024. I received confirmation and acceptance of the booking. I paid the whole amount and received an email stating that I was all set. On 23May2024 as I was getting ready to leave I checked my email and found that the host never sent me an assess code or info. I contacted the host via the vbro app and did not receive a response. I called the host and she informed me that she sold her house 3 years ago and she no longer does business with vbro. I called vbro customer service and was not offered an acceptable solution. I was on the phone for 2 hours, no refund was issued and was told to wait for an email to see if I could rebook. I did not want to rebook but just wanted my refund of 1300. I chatted with customer service ********* and was told the same thing, wait for an email. I just want my refund initiated which they are able to do but are just delaying the process. Why would they have a property advertised if the host was not even the owner anymore?

  Business response

  07/10/2024

  Dear Better Business Bureau,
  
  Thank you for bringing *************************** concerns to our attention. We appreciate the effort ****** has made to outline their complaint regarding their booking issue.
  
  Based on our investigation, we have gathered the following findings and conclusions:
  
  Findings: After thoroughly reviewing the timeline of events surrounding ******'s booking, we understand the frustration caused by the unexpected cancellation due to the sale of the property. ****** contacted our customer service team on May 23, 2024, reporting that they had not received check-in details and that the host advised them that the property had been sold. This communication was documented under case number *********. Our customer service representative promptly escalated the case to our Book with Confidence Guarantee team to assist with the cancellation and refund process.
  
  Conclusion: We understand ******'s frustration with the cancellation and subsequent refund process. We can confirm that a full refund for their booking was issued to ****** on May 25, 2024. The specific refund amounts were as follows:
  Refund of $729.46
  Refund of $600.00
  Our Book with Confidence Guarantee team considers this matter resolved. If ****** is having difficulty locating the refunds in their account, we recommend they contact their financial institution and provide them with the unique transaction receipt numbers provided below, which will allow them to trace the funds.
  Refund of $729.46: 74692164147102587959495
  Refund of $600.00: 74692164147102587959487
  
  While we regret that ******'s experience did not meet expectations, we are grateful for the opportunity to address the issues brought to our attention. If there are any further questions or concerns about this matter, please feel free to contact us.
  
  Sincerely, 
  Vrbo Customer Support Team 

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a vacation rental through Vrbo. The listing did not state that the hot tub was not available for short term stays (or that it was an additional cost), the owner told me this through a message after booking and paying in full. I requested that either the owner make an exception and turn the hot tub on for our stay as this was not specified in the contract, or I asked if he would be willing to fully refund me and cancel due to this. The owner denied both requests then he chose to cancel my reservation with no refund. I never requested that. Vrbo told me many times I was covered under their book with confidence guarantee and refunded the $100 they charged directly, however, when the owner refused to refund me his portion (vrbo let him charge my card directly) they basically said there was nothing they could do, that a 3rd party business makes the refund decision and it was my responsibility to try and work it out with the homeowner, who just stole my $800. The 3rd party business who makes the decision would not speak with me directly, only the owner, who was completely dishonest about the cancellation. Absolutely awful. The owner then updated his Vrbo listing to include the hot tub info and re-rented the property for the same dates he took my money for.

  Business response

  07/10/2024

  Thank you for allowing us the opportunity to address ************************* concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences.?We understand that *****************************;is concerned about undisclosed fees and is seeking a refund.    
  Findings:  
  Our records indicate that *****************************;contacted our customer support on June 2nd regarding this issue. The customer support agent confirmed that ******************************* was eligible for a refund per the Book with Confidence Guarantee, this is documented on case 127875642. Over 8 days, multiple cases escalated to our Guarantee and IPM teams as the host canceled the booking and made the necessary changes to disclose these fees on the site.  
  
  Conclusion: 
  While we understand that the guest was advised that they did not qualify for a refund, we will be re-investigating their concerns. Case 129419029 has been escalated to Vrbo's Social Response Team. The team reached out to *****************************;via email today on July 10th to notify that the investigation is in process. We anticipate a final resolution will be available within a week. Should that change, our Social Response Team will update the guest. We can't guarantee a different outcome, but we will ensure that the guest's concerns are addressed to the full extent we are capable of assisting. 
  
  We are grateful for the time and effort that *****************************;has taken to share their concerns with us. While we cannot guarantee a specific outcome, we will ensure that every avenue is explored to provide the refund that they are seeking. Thank you for bringing this matter to our attention.   

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled the property reservation 15 days prior to the cancellation date and the host is refusing to issue a refund. We have worked with Vrbo for a month now trying to get them to follow-through with our refund. The host is refusing to answer their calls/emails. Vrbo finally gave her 24 hours to show any proof that I didnt cancel before the stated date on our reservation. We were told if she did not respond to the email that they would issue a refund. It is way beyond 24 hours, and Vrbo continues to say they will move my complaint to another team. Weve been told that many times and no one calls or emails with any information. I have all the documentation and have provided all of it to Vrbo with no results.

  Business response

  07/09/2024

  Dear Better Business Bureau,??? 
  
  
  Thank you for allowing us the opportunity to address *************** concerns.At Vrbo we take complaints seriously and strive to provide our customers with great experiences.?We understand that ******************* is concerned about their canceled reservation and is seeking a full refund.   
  
  We have the following findings and conclusion to share.  
  
  Findings: On January 21st,2024, ******************* booked listing ******* for the dates of July 22nd,2024 - July 25th, 2024. Upon booking this reservation the following cancelation policy was agreed upon:
  50% refund for cancellations requested by Jul 08, 2024 at 11:59 PM (property's local time).
  100% refund for cancellations requested by Jun 22, 2024 at 11:59 PM (property's local time).
  We see that on June 5th,2024, ******************* requested to cancel their reservation. This is within the 100%refund window. Since this reservation was booked with an Integrated Property Manager, we have to contact them regarding the refund as this is done with a third-party software.
  
  Conclusion: We have created case ********* for our Guarantee Team to investigate this issue further. Once an agent is assigned they will email ******************* with their final resolution. Please note, we are experiencing a high volume of cases due to the time of year for travel, but we can assure *******************, their case won't be forgotten. We thank them for their patience at this time. In the meantime, we suggest ******************* file a chargeback with their bank for the charges they did not receive a refund for.
  
  While we regret that *************** experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please contact us. 
  
  
  Best regards,?? 
  Vrbo Customer Support Team

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation through VRBO for a one-night stay in *********. I received multiple confirmation emails from VRBO regarding the property, including a confirmation from the host on the day of the booking. On the day of travel, no access information had been provided so I reached out to the host for that. I received no message back. Since we were already on the road, I called the host when we stopped for lunch. The host answered and informed me that the reservation had been cancelled by the host multiple weeks before. I received no notification of cancellation and my family was left with nowhere to stay on our way. The host has confirmed this with VRBO and I have been on the phone with them three times without a resolution and refund. We were never able to stay in the property that had been reserved, had everything cancelled without notice, but were charged the full amount.

  Business response

  07/09/2024

  Dear Better Business Bureau,??? 
  
  
  Thank you for allowing us the opportunity to address Kellen Slacks concerns.At Vrbo we take complaints seriously and strive to provide our customers with great experiences.?We understand that Kellen Slack is concerned about their reservation being canceled last minute and is seeking a full refund.   
  
  We have the following findings and conclusion to share.  
  
  Findings: On March 9th,2024, *********************** booked listing ******* for the dates of June 21st June 22nd, 2024. On June 21st, 2024, *********************** reached out to the host for check-in instructions. Upon doing so, the host informed *********************** that their reservation had been canceled. The host did not cancel it in the Vrbo system though.
  
  Conclusion: We have created case ********* for our Guarantee Team to investigate this issue further. Once an agent is assigned they will email *********************** with their final resolution. Please note, we are experiencing a high volume of cases due to the time of year for travel, but we can assure ***********************, their case won't be forgotten. We thank them for their patience at this time.
  
  While we regret that ****** Slacks experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please contact us. 
  
  
  Best regards,?? 
  Vrbo Customer Support Team

  Customer response

  07/09/2024

  Complaint: 21932814
  
  I am rejecting this response because:

  It has been over two week since first reporting this problem.  It appears that it has been clearly documented and confirmed by VRBO that this is a problem between VRBO and the host, not a problem with the customer.  The only reasonable and acceptable resolution is a refund to the customer, which should not be taking even longer than it has already.

  
  
  Regards,
  
  ***********************

  Business response

  07/16/2024

  Dear Better Business Bureau,    
  
  Thank you for contacting us regarding ****** Slacks complaint and sharing their reply with us. We rely on feedback from our customers to guide our efforts to continually improve. We appreciate the time and effort they have taken to share their experience with us. Our current understanding is that ****** has not been satisfied with the time its taken for a refund to be processed for their reservation.  
  
  Our records indicate that our Guarantee Team processed a full refund for the guests reservation on July 10th, 2024, after attempts to contact the host were unsuccessful. It can take 5 7 business days for refunds to appear back on the original method Kellen used for payment. We expect ****** to see the refund by July 18th, 2024, at the absolute latest. Should this not be the case, we encourage ****** to reach out to our customer support for immediate assistance. We dont anticipate there will be any more delays. Our system does not reflect any errors in processing the refund.  

  We are grateful for the time and effort that ****** has taken to share their concerns with us. We understand it is more than inconvenient to wait to be refunded and sincerely apologize for the stress caused by the delay. If you have any other questions or concerns, please let us know.  
  
  Best regards,   
  Vrbo Customer Support Team 

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as good as it can be.  Their claim that they were unsuccessful in contacting the host is false.  Multiple customer service agents put me on hold to call and speak with the host, who confirmed the same details I had reported, which was reflected in at least one agent's notes on file that were shared with me.  While I appreciate that this ended with the full refund as it should have, it should not take over two weeks to resolve something so clear cut and obvious that had already been confirmed multiple times.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I own a condo listed with VRBO. We hosted guests on 2 separate occasions, one family checked out 22 June, the other checked out 30 June. We have not been paid by VRBO for either. I called the customer support line 27 June asking for payment for the 1st check out. Customer svc verified the guests info, my payout, my personal tax paperwork, etc. They stated is was a glitch in the billing **** and would send a priority message to them to fix the problem. Waited 2 days, called again, was told the same thing. Both reps stated I would hear from billing **** via email, not phone, on any updates. I've checked my bank account every day but still no deposits from VRBO. I called again on the AM of 1 July and again, the same answer and still no bank deposits or communication via email. I asked the rep for a direct phone number to speak with someone in the billing ****. They said there is No number to call. I stated to the rep, I would be calling again if I didnt hear any info via email by close of business. End of dy is now here. Checked email around 8 PM eve of 1 July - nothing and no bank deposits. Called VRBO once again, same answers as before. We even asked the rep to have billing **** pay us in form of check if electronically thru our bank acct doesnt work. ***** and I also stated we would be taking listing off of VRBO and seeking legal council.We rely on these payouts to pay for mortgage and cleaning team. Impossible to do that when we have nothing from VRBO.Please assist in any way possible. Can't understand how and why it would take this long for any kind of payouts.We also list thru Airbnb and have no issues with payouts from them.Amounts owed - we calculate to be around $950 Case # with VRBO - *********

  Business response

  07/10/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address ***************************** concerns. At Vrbo, we take customer feedback seriously and are committed to ensuring a positive experience for our users.
  
  We sincerely apologize for any inconvenience ******* experienced. Our goal is to provide a seamless and efficient service, and we understand the importance of timely and accurate payment processing for our valued customers.
  
  We are pleased to inform you that the matter has been resolved. ******* was contacted by our billing department on July 8, 2024, and it was confirmed that the payouts for bookings HA-YZ3X64, HA-SXLRPQ, and HA-J7HF6P were successfully processed and disbursed on July 6, 2024.
  
  We understand that delays can be frustrating. Please note that payment processing times can vary, typically taking 3 - 7 business days to post to the account, depending on the financial institution's processing speeds.
  
  To make it easier for ******* to access this information, she can view the details directly in her Vrbo account by navigating to the Bank Deposit report in the Financial Reporting section. ******************************************************************************************
  
  We apologize for any inconvenience this issue may have caused, and we appreciate *******'s patience and understanding throughout this process. If there are any further questions or concerns, please do not hesitate to contact us, and we will do our best to assist in any way possible.
  
  Best regards,
  Vrbo Customer Support Team

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  I do want to add - the response time for deposits to our account were unacceptable, since the guests checked out 21 June and 30 June respectfully.  If VRBO states deposits take 3-7 business days and we received payment for these guests on 9 July, that DEINITELY is NOT 3-7 business days, especially for the guests who checked out 21 June.  That deposit should have been made by 30 June.  Wait time totally unacceptable.  We are hoping future payments are made in timely fashion.

  
  Regards,
  
  *************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a 2 night stay at a cottage in ON though vrbo.A day before the host canceled. *** customer rep told me that he will haverebooking teamcontact me with a new property with the same amenities. This is where the lies started.Everyone that works there is a liar, and their job is literally to lie to you. After a few hours of no contact I called them again,I explained to them I was afraid it was going to be too late to book soon(Canada Day weeknd)once again the the customer rep said not to worry. This process repeated itself about 4 times I talked to 4 different people they all told me the same thing. It was now 8pm on Friday night and I made my last plea to another representative, I told him to please just tell me if they cant help me and I will book another cottage for the weekend. This rep told me just to wait until tomorrow morning and everything will be resolved, he said that there is a department calledtraveler care teamthat take care of bookings on the spot but the issue has to be dealt with the day of your booking, therefore I had to wait until Saturday which was the next day. I trusted him and the 4 other reps. *** next morning upon not receiving any emails I called the call center ones again, I got a hold of the traveler care team and they told me they cant book me a place because their site doesnt allow same day bookings!!! I explained to the rep that I was on the phone dealing with this issue for 7 hours the previous day and everyone I talked to told me that you will be able to give me a place and she simply said Im sorry you were given misinformation, Im giving you the correct one now So everyone I talked to KNEW that I wasnt going to get a cottage they simply stalled. *** care agent told me she can give us a hotel for ONE night, the hotel was a in city hotel with no lake in sight. I cant believe this company is training their agents to lie to you over and over. Why couldnt they be honest and just tell me to find another place ?

  Business response

  07/08/2024

  Dear Better Business Bureau,??? 
  
  Thank you for allowing us the opportunity to address ******************** concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences.?We understand that ************************;is concerned about the support provided by Vrbo after their reservation was suddenly cancelled by their host a day prior to check-in and is expressing their dissatisfaction with the response by our support teams. We recognize how disappointing this experience must have been and sincerely apologize that the guests original vacation plans were interrupted by this cancellation. We have the following findings and conclusion to share.  
  
  Findings: 
  According to our records, ************************* contacted our support teams on June 28, 2024, to report that their reservation, HA-QBLCT7 had been cancelled a day prior to their check-in. Upon learning of this cancellation, our customer support advised the guest that their case would need to be escalated to our Rebooking Team to further assist who would contact the guest the following day. ************************* asked our customer support if the Rebooking Team would find them a place with similar amenities and conditions, to which the agent confirmed via phone. This is documented in case *********. The agent did escalate a case to our Rebooking Team, however, this team discovered that the guest was only eligible for lodging support in this instance. The Rebooking Team emailed the guest with instructions on self-lodging for their stay on June 29, 2024.  
  
  We sincerely apologize for the expectations set during ******************** initial call with our customer support and can see how this led to a most disappointing experience. We can assure you that the proper coaching has been submitted to this agent to prevent this from happening in the future. We would also like to remind ************************* that they are still eligible for self-lodging support as outlined in the email sent by our Rebooking Team. The guest can follow the steps outlined in the email to submit receipts for any alternative arrangements to be considered for reimbursement under our Book with Confidence Guarantee.  
  
  As a reminder, we do penalize and track all host cancellations because we understand it leads to poor experiences for our guests. When this behavior is repeated, we do not hesitate to remove bad actors from our platform. 
  
  Conclusion: 
  While we regret that ******************** experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. While we understand the guest was not offered the support they had expected, we can still assist the guest further pending their submission of receipts for any potential self-lodging. If you have any further questions or concerns about this matter, please contact us.   
  
  Best regards,?? 
  Vrbo Customer Support Team? 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-18-23 a reservation was made with a VRBO property in *********, ** to check-in Tue Oct 3 and Check-out Sat Oct 7, 2023.The property address is ***********************************When we checked into the property we noticed a pet urine odor, especially in the main bedroom.The thermostat was set to 78F. The house room temp was 80F.I called the host ***** at the number given ************.I immediately received a text message back "Please text me".I explained the house was 80F and when we set the thermostat to cool at 72F the thermostat reset back to 79F. During the night we were hot, unable to cool the house, and the odor kept us awake. Unable to stand it any longer, we checked out Wed Oct 4, 2023.I also said "The odor of pet urine is awful."***** replied "That's very odd. People stayed right before you didn't have any pets. ***** will reach out to you to investigate!"Wed Oct 4, 2023 at 9:08 AM ***** respoonded by text offerng to bring an ozone machine to pull the odor out after she got off work at 5:00 PM.I explained we cannot stand the heat and odor would not be staying at the property any longer. We checked out Wed Oct 4th and notified the trash was taken out, everything was in order, and the door was locked.***** replied to the text asking for another chance to make it right. She said to use the ** units in the windows. THERE WERE NO A/C UNITS IN ANY WINDOWS!When I contacted VRBO customer service, they asked for a video of the thermostat resetting itself, which I submitted. The representative said I should sumit a review, which I'm including in the submitted documents. I asked for a refund, but none was given.

  Business response

  07/08/2024

  Dear Better Business Bureau,??? 
  
  Thank you for allowing us the opportunity to address *********************** concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences.?We understand that *********************;is concerned about a vacation rental they vacated due to a strong odor and issues with the air conditioning and is seeking a refund of their stay. We understand ***********************;frustration regarding their experience, and we are sorry to hear that their vacation plans did not go as expected. We have the following findings and conclusion to share.  
  
  Findings: 
  Our records indicate that ********************* contacted our customer support Oct. 4, 2023, regarding this issue. The customer support agent collected evidence of the issues via email, and advised the guest that any refund would be at the hosts discretion given that the host was responsive to the guests concerns. This is documented on case 119833039. When we receive complaints, we encourage both parties to work toward a mutual resolution. Our procedure is to note both sides of the situation and closely monitor accounts that have had a complaint filed.  
  
  As a gesture of goodwill, we have refunded the entire amount in service fees that Vrbo collected for this reservation, $59.00. The guest can expect this refund to reflect on their original method of payment within 5-7 days. In this instance, any further refunds would need to be pursued directly with their host. If a resolution cannot be reached after efforts to contact the host regarding the situation, *********************;may need to consider other avenues. We cannot advise them on how they should proceed and apologize that this dispute has not yet been resolved to their satisfaction. 
  
  We want to assure you that we have taken appropriate action on this hosts account. Please know that due to privacy laws, we are not permitted to disclose any action taken regarding this situation. 
  
  Conclusion: 
  While we regret that *********************** experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please contact us.  
  
  Best regards,?? 
  Vrbo Customer Support Team 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩