ComplaintsforVrbo
Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning consumers experiencing difficulties including unreasonable delays in refunds, honoring guarantee claims and processing timely cancellations. On June 7th, 2023, BBB submitted a written request to the company encouraging them to address their pattern of complaints. October 20th, 2023, BBB received a response from Vrbo:
Dear Better Business Bureau,
Thank you for allowing us the opportunity to respond to the BBB assessment and provide clarity.
Our top priority at Vrbo is to ensure guests and hosts have a positive experience. As part of our
continuous improvement efforts, we strive to make the experience better for all parties involved.
We want to address our refund, cancellation, and Book with Confidence policies in the below.
First, Vrbo operates as a dual-sided marketplace, facilitating connections between travelers and
vacation rental hosts. Hosts on Vrbo range from individual property owners renting their second
home or cabin by the lake to professional property management firms. In either case, hosts have
the flexibility to manage their rental properties independently or to enlist the services of a
property manager.
With this flexibility, hosts have options when setting their refund and cancellation policies.
Cancellation Policies
For guest-initiated cancellations, we have always allowed hosts to choose the cancellation policy
that is best for their properties, and refunds are issued according to this cancellation policy when
a guest cancels the booking. We do encourage hosts to adopt more flexible cancellation policies
and in recent years, many hosts have chosen to adopt our most relaxed policy, which offers
guests a full refund 14 days before check-in.
We have also made cancellation requirements very visible to the traveler throughout the search,
property listing and check-out experience. Travelers can filter searches by places that offer
flexible cancellation, and the final date they must cancel by for a full refund is clearly displayed
on listing pages and during check-out, so there’s no question whether you get a refund and when
you must cancel by to receive it.
To that end, when a guest needs to cancel outside the cancellation policy they agreed to when
booking a property, it is the host’s decision if they want to issue a full, partial or no refund. We
have also seen hosts offer credits for future stays at their own discretion, and it’s also up to each
host to determine when those credits expire and whether they can be used towards the original
property that was booked or any in their portfolio if they have multiple listings. An individual
owner could agree to honor a future booking at the same property or fully refund the guest in the
same way a large property management company could.
In these situations when guests cancel outside of the set policy, we suggest that they work with
the host to find a solution that works for both parties, such as a refund or credit for a future stay.
When hosts provide a full refund for a cancellation, Vrbo automatically refunds the traveler
service fee, which is the amount we make from the transaction.
Regarding host-initiated cancellations – while we expect hosts to honor their bookings,
sometimes cancellations are inevitable. Some hosts may need to cancel bookings due to reasons
outside of their control, such as damage to their property or the effects of a natural disaster.
However, when hosts cancel due to reasons under their control, those cancellations negatively
impact the host’s listing performance and visibility to other travelers on the site. A new policy
charging tiered cancellation fees for hosts that cancel bookings under their control also recently
went into effect on October 14, and hosts that cancel on guests too frequently may be suspended
or removed from our platform.
Refunds from Vrbo
Since March of last year, we have implemented policies that help with faster refund times.
When Vrbo is the Merchant of Record, and the guest is within the cancellation window, we
strive to process refunds within 5-7 business days of the refund request or within the next billing
cycle depending on the guest’s financial institution. It’s important to note the traveler's issuing
bank may have its own timelines that we can't control so we cannot guarantee timelines. As we
mentioned, we work with property management companies and if a guest rents through one of
these companies, the refund is up to the property management company. If the guest and host
have a dispute regarding refunds it takes time for us to investigate the matter and determine
whether a refund should be issued.
Book With Confidence
We will be reviewing and editing the Book with Confidence page. We are taking the following
action items to address the feedback:
• Providing clearer guidance on what is covered and what is not covered by the guarantee.
• Increasing the prominence of these clearer terms on the Book with Confidence page.
• Conducting a full review and revision of all job aids and training materials related to
Book with Confidence to maintain consistency with terms and from agent to agent.
We have spent a lot of time and resources improving our BBB rating over the past few months.
As a result, our rating has improved from an "F" to a "B". We hope our responses and handling
of customer concerns will reflect our commitment to our customers and our partnership with
BBB.
Once again, we appreciate the opportunity to review these concerns.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ive had 2 issues with VRBO within the last month and they refuse to assist with the issues and always say a supervisor will call me and they never do. Most recent concern/complaint. Rented a cabin with VRBO that has a huge moisture issue. Checked in 7/12 and as soon as we walked into the cabin, we were smacked in the face with an awful smell that caused an instant headache. We soon determined that the smell was mildew. The cabin wasnt cleaned prior to our check in and the bed clothes were nasty. (******, stained and hairs all over them) I spoke with VRBO and they said they couldnt do anything to contact the host and a supervisor will call me asap. (I never heard back from Vrbo) After contacting the host, she told us that her house keeper couldnt come until the next day and she offered to pay for dinner. We asked her to cover the cost of a hotel for the night or provide a full refund and we would find another place to stay and she said she couldnt do that. Vrbo refused to honor there part of the contract and put us in a safe/clean cabin/hotel.Business response
07/23/2024
Dear Better Business Bureau,???
We appreciate the opportunity to assist ***************. Thank you for contacting us and sharing the details of their complaint with us. We are always looking for ways to improve and appreciate all feedback from our customers. We understand that *************** is requesting a refund for their concerns about the smell they encountered at their vacation rental property.
We have the following findings and conclusion to share.
According to our records, *************** had a case escalated to our Executive Customer Relations team on July 13, 2024. After their careful review of *************** experience, both at the property and with our customer support, they approved and processed a full refund for their stay amount, which has been issued as of todays date, July 23, 2024.
Our records indicate that our Executive Customer Relations Team contacted the guest via email on July 23, 2024, to advise her that a full refund for her booking was being issued. The refund balance of $475.81 was processed by our Billing Team. The guest was emailed by our Billing Team with instructions on how and when she would receive the funds.
We are grateful for the time and effort that Summer Hess has taken to share their concerns with us. We are always looking for ways to improve and rely on valuable feedback from our customers to guide those efforts. Please let us know if there are any other questions or concerns we can address regarding this matter.
Best regards,??
Vrbo Customer Support Team?Customer response
07/23/2024
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
07/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We booked through Vrbo to rent a condo in ******************, **. June 28-July 6. Upon arriving there was a dead bed bug in the drawer in master bedroom. There was another dead bug of some type in the other bedroom. There was what appeared to be an egg under the mattress in master. We reached out to the host who asked us to send him pictures and he apologized and said we could either tough it out until Monday for a pest evaluation or if we wanted a full refund he completely understood. We told him we wanted a refund so that we could find another place. We called VRBO because the app would not let us cancel. They told reached out to the host and then had us send us all of our pictures and communications between ourselves and the host. We did that and they told us they would reach out to us about the refund. We left the property that night. The following day the host text and said that all the formalities were complete as the cleaners had inspected property and said we left the property just like we found it. He said he would approve the refund. All of this is in text and screenshotted. We reached out to VRBO on July 2, 2024 and again they said they would escalate it. Now on July 11, they said there is nothing that we can do. They said that the host will not issue a refund. We contacted them and did everything that we could have done. They said because it is after the stay has ended there is nothing. We contacted them 2 times while on vacation to try to get this handled. They dropped the ball and now we are left out $2500 due to VRBO. We have all the emails we sent Vrbo. We reached out to them multiple times. We have all the screenshots from the host saying he was going to refund us. We have all the pictures of the bed bugs. We have all the proof. But even after all of that VRBO will not do anything to help us. We did nothing wrong. We paid our money. We drove all the way to a condo that had bed bugs and had to find another place to stay.Business response
07/18/2024
Dear Better Business Bureau,
We appreciate the opportunity to assist ***********************. Thank you for contacting us and sharing the details of their complaint with us. We are always looking for ways to improve and appreciate all feedback from our customers. We understand that *********************** is requesting a refund for a booking that is associated with another account holder.
We have found the travelers account associated with the booking and will follow up with them directly.
Regardless of account names, or payment information, we do not assume connections between Vrbo accounts. This is in accordance with our Privacy Policy and the global privacy laws we are obligated to comply with.
We are grateful for the time and effort that ******* has taken to share their concerns with us. Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best regards,
Vrbo Customer Support TeamInitial Complaint
07/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My home is listed as a short term rental property on VRBO. I have had 3 reservations whose stays have been completed in my home. Payment is supposed to be disbursed *********************************** I have not received a single payment from VRBO and I'm showing no payments as being disbursed. Their customer service representatives refuse to give me any information regarding my payment other than "it has been escalated to another department". I have upcoming reservations through VRBO and do not want to have guest staying in my home if I am not going to be paid.Business response
07/17/2024
Thank you for allowing us to address ********************************* concerns. At Vrbo, we take customer feedback seriously and are dedicated to providing a positive experience for all our users.
We sincerely apologize for any inconvenience ******** encountered. Our aim is to deliver seamless and efficient service, and we understand how crucial timely and accurate payment processing is for our valued customers.
Currently, ********'s concerns are being handled by our Executive Customer Relations team. They reached out to her on July 11, 2024, to inform her that they are actively investigating her issues related to disbursements and will contact her directly once their investigation is complete, as noted in case 129464227.
While we regret that ********'s experience fell short of our expectations, we appreciate the opportunity to address the issues raised. If you have any further questions or concerns, please dont hesitate to reach out.Initial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I used the VRBO app to reserve a vacation home in *******, **, for check in on May 17th and check out on May 19th. I paid a total of $1064.70. On the evening of May 16, 2024, there was a tornado in the ******* area that knocked out power to over half a million customers. It was confirmed by the host less than 3 hours before check in that the rental had no power and they were unsure when it would be resolved. I was not able to cancel the reservation because the cancelation date had passed. However, . It was also my understanding that it was not entirely safe to travel to ******* at this time. I was told that grocery stores and gas stations were closed. VRBO has a clearly stated Extenuating Circumstances Policy. In the policy, it states: If an event covered by this policy occurs, and Vrbo activates this policy, you must provide refunds for impacted reservations, regardless of the reservations cancellation policy. What's covered: ? - Natural disasters and abnormal weather events: For example, earthquakes, tsunamis, volcanic eruptions, landslides, tornados, flooding, wildfires, and other historically severe weather events. - Infrastructure travel restrictions: Prolonged outages of essential public utilities to most homes in a region. Travel disruptions caused by large-scale restrictions or outages to critical travel infrastructure that make it impossible or impracticable for the traveler to reach the destination are covered if the restriction or outage arises from a covered event near the destination.Business response
07/18/2024
Dear Better Business Bureau,
Thank you for contacting us about ********************* concerns. We appreciate the time and effort they have taken to share the details of their complaint with us. We understand that ***** is concerned about receiving a refund for a property she didnt stay at due to a storm hitting the day before the stay was set to start.
According to our records, ***** booked property ******* for May *****, 2024, with the host for $1,064.70.
Our records also show that on June 2, 2024, ********************* filed a chargeback with their financial institution. Once a chargeback is filed, the funds are withheld or debited from the host until the financial institution makes their decision. This process can take ***** days, and there is no action Vrbo can take until the final determination on the chargeback is made. If the chargeback doesnt go in Emilys favor, she should contact us to revisit the options that *** be available to her.
We are grateful for the time and effort that ***** has taken to share their concerns with us. Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best regards,
Vrbo Customer Support TeamInitial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We rented this company's property off of VRBO for **** We had 12 people in the property for a week. Right before we arrived, we found out that there was only one shower, and this was never mentioned in the property description. The other three bathrooms are half-baths, so we were stuck sharing a very tiny shower for a week with 12 people. Another totally dishonest part of the listing was that the property included a kitchen. This "kitchen was a room with a refrigerator. There was a tiny dishwasher (IKEA apartment-sized) and a tiny bar sink off to the side of the kitchen. The room had a microwave, a hot plate and a filthy toaster oven and that was it. It was completely inadequate for a party of our size, and we would not have chosen this property if these facts were revealed int he listing. In addition, the ** was broke when we arrived. It was 88 degrees in the house. The next day, the host told us he had someone look at it and it was fixed while we were out. It turned out that it was a housecleaner that came and looked at it, and said it was fine. So we returned to a boiling hot house. The host would not return our calls or text messages on the second day, until we contacted VRBO and they made him start answering. A repairmen was sent at 10:30PM, stayed till after midnight and then told us it was a big repair and it would have to wait till the next day. Finally, by the third night or our four night stay, we had **. This host is negligent in his property description, full knowing people would not rent the location if he was honest about what it actually was like. He is lying and falsely representing what the renter is actually getting. Plus, he literally ignored us when there was a serious problem with the property. He has refused to give me any refund for this stay, and I believe I deserve a refund for what turned out to be a horrible stay for $2500.Business response
07/18/2024
Dear Better Business Bureau,
Thank you for contacting us about **************** concerns. We appreciate the time and effort they have taken to share the details of their complaint with us. We understand that **** is seeking a refund for issues she experienced at the property with the ** unit and only having one shower.
We see that **** completed her stay at property *******, for May 6-10, 2024. We understand that **** contacted the host about the upstairs ** unit blowing out hot air, and there being only one shower, which the host at that point gave **** access to the property next door to use those showers and sent someone over to fix the **.
As a goodwill gesture, we have refunded the travelers service fee of $216. This is the only fee collected by Vrbo. Any other refunds will be at the hosts discretion.
If a resolution cannot be reached after efforts to contact the advertiser regarding the situation,**** may need to consider other avenues. We cannot advise **** on how she should proceed and apologize that this dispute has not yet been resolved to her satisfaction.
We want to assure **** that we have taken appropriate action on this advertisers account.Please note that due to privacy laws, we are not permitted to disclose any action taken regarding this situation.
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 TeamInitial Complaint
07/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I booked a condo using VRBO. The condo I booked advertised that it was a two-bedroom condo. When I arrived at the condo, I found it to be a one-bedroom with an extra pull down bed located in the living room.I called VRBO customer service about the issue, and asked for a refund. The customer support has refused to offer a refund, citing that two beds constitutes two-bedrooms, whether or not the second bed is actually located in a bedroom.I informed the customer support this advertising is a legal violation with the state of ******. But they still refuse to acknowledge any wrong doing has been committed.The booking was made for July 3rd to July 5th at the Sea Gypsy in ************, ***The amount I paid in total was $972.70 for the two night booking.Business response
07/17/2024
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 the guest is seeking a full refund for their recent reservation due to the number of bedrooms the host advertises differing from their expectations.
We have thoroughly reviewed the documentation ***** has provided regarding this complaint and have determined our Guarantee Team provided the correct resolution. Our Book With Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. ****** complaint about the property does not meet our threshold of a protected incident. The photos the guest provided match what the photos the host has on the Vrbo listing, as well as the bed layout included in the listings description.
Our Book With Confidence Guarantee (BWC) terms and conditions under section 3. Protected Incidents under bullet point (c) Material Misrepresentation, sub-point I. Material Non-Compliance, defines what constitutes material misrepresentation as:Material Non-Compliance DOES NOT INCLUDE...Minor or immaterial defects of the subject property in relation to the description in the listing including, without limitation, differences to the extent of: (1) the actual orientation of the subject property; (2) the actual overall habitable surface area of the subject property being immaterially different than the description the in the listing...
Our BWC terms and conditions can be read in full here: ******************************************************************;
Regarding the alleged illegality of how the host advertises their property, our BWC program only evaluates protected incidents based on criteria that applies to all guests requesting assistance. We advise hosts to ensure their listings meet all legal requirements in their jurisdiction. When local jurisdictions or other legal bodies contact us regarding legal concerns about a property listed on Vrbo, we follow up with those groups and take necessary actions as applicable. We cannot further comment on any matters related to Oregon state law, as this is outside the scope of our customer support.
***** will need to follow up with the host to resolve their complaint. Our customer support has already taken all actions possible for us to assist with their refund request. Vrbo is not a party to any agreements made between users of our platform. This complaint and any potential resolution of it lie with the host.Our site terms and conditions outline in Section 1. The Site is a Venue and We are Not a Party to any Rental Agreement or other Transaction Between Users of the Site, that Vrbo does not own or manage any property listed on our platform, and each user is responsible for their own conduct. For convenience weve included an excerpt below:
We urge all users to be responsible about their use of this Site and any transaction entered into as a result of either listing a property or renting a property. We do not own or manage, nor can we contract for, any vacation rental property listed on a Site...We are not a party to any rental or other agreement between users...As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user...Users agree that they are responsible for, and agree to abide by, all laws, rules and regulations applicable to their use of the Site, their use of any tool, service or product offered on the Site and any transaction they enter into on the Site or in connection with their use of the Site."Our site terms and conditions can be read in full here: *************************************************************;
While we regret that ****** experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. We consider this matter resolved. We sincerely wish the guest the best in their efforts to resolve this with the host.
Best regards,
Vrbo Customer Support TeamInitial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made a 3-night reservation for an apartment in ****** ****** (July 10th through July 13th 2024) on June 27th 2024. As it was stated on the reservation page, I would be charge 1 Euro ($1.07) the same day and the remaining balance of 418 Euros (approx. $450) upon arrival to ****** on July 10th.I received a confirmation email with the same terms, from both VRBO and the retal entity that I was supposed to visit.On June 29th I received an email from the party that was providing my rental that they had charged my credit card already for the remaining amount. I questioned the following: a. why VRBO as a travel agency released my credit card information to the rental property without my authorization.b. Why the rental property charged my credit card 12 days earlier that the rental agreement, especially since that was a reservation with a non cancellation option. ALL of the above are documented through emails and available in needed.Since my credit card was released to the rental property without my authorization and it was charged for the full amount earlier and not on the specific date that was stipulated on the rental, I felt compelled to protect myself and as a result I called my bank, cancelled my credit card and asked for a new one. I contacted the rental property by email, telling them that they violated the agreement and that was a reason for cancellation, without ever receiving an answer.I also contacted VRBO twice about this. Their defense was that the rental property is a property management entity and they have different payment platform for them. This was not known to me during my reservation. Even if you look for the rental terms in VRBO, it states that some owners may be handled through different payment software systems. There is no reference that my credit card information will be released to the rental party.I seek a full refund to the amount of $450.Business response
07/17/2024
Thank you for giving us the opportunity to address ********************************* concerns. At Vrbo, we take complaints seriously and strive to provide our customers with exceptional experiences. We understand that ******** is worried about the early charge for the final payment and the sharing of their credit card information with the host, and they are seeking a full refund for the cancelled booking HA-FCMH5oA. We empathize with ******** and are committed to resolving this matter promptly and fairly.
Upon a thorough review of our records, we confirm that ******** was charged earlier for the final payment of booking HA-FCMH5oA. However, we assure you that their credit card information is never shared with hosts. Vrbo is PCI-DSS certified, which means we have implemented rigorous security measures to protect sensitive payment card information. We have adopted leading-edge security technologies and provide an enhanced security infrastructure, ensuring our payment processing partners also adhere to these high security standards and best practices.
We have opened case ********* with our Social Response Team today, July 17, 2024, to provide Pantelis with more information on the next steps in receiving the full refund they are seeking. We anticipate providing a final resolution within one week. If there are any changes to this timeline, our Social Response Team will promptly update Pantelis.
We are grateful for the time and effort ********************************* has taken to share their concerns with us. We will ensure that every avenue is explored to provide the full refund they are seeking. Thank you for bringing this matter to our attention.Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My family and I rented from Vrbo a property at ************************************************************************ (HA-GPPgqel) from June 29, 2024, to July 5, 2024. The property was filthy on the steps and front bedroom. I contacted the host and she said she would send someone to clean. However, they never came, even after I reminded her again. On Monday, my children arrived. They told me the air was not working upstairs. I checked the thermostat and it read 80 degrees. I contacted the host, and she said she would send someone. However, we never saw a technician. The next day I received a message that the technician had come while we were out and found the air working properly. Since I was not at the house when I received the message, I trusted the air was repaired. However, when I arrived, the thermostat registered 80 degrees again. It was so hot! I contacted them again. She sent me a screenshot of a thermostat that the technician was supposed to have sent her that showed 72 degrees in the house. However, it was not the thermostat from upstairs. It was not the same room, so they were trying to deceive me. However, each time, the host read the same script that she was sorry but would send someone. I was surprised that we were not relocated or brought fans to make us more comfortable. The air unit upstairs was not working well enough to cool upstairs. There were seven bedrooms upstairs and 14 people in the rooms, including children. They were miserable. Each time I complained, the host told me the same lie. When I reached out to Vrbo, they told me that there was nothing they could do. I would not be asking for compensation except that no one should have to go through this. They suggested that I was lying to them when I told them the air was not working. I invited them to come and check, but no one would check while we were there.Our family reunion was ruined, because they did not care. They only wanted our money. I have all the communication and documentation to Vrbo and the host.Business response
07/13/2024
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 ** not working upstairs and the filthy carpet, and is seeking a refund.
Findings:
Our records indicate that ***********************;contacted our customer support July 3rd regarding this issue. The customer support agent offered to file a formal complaint against this host on Jult 7th, this is documented on case 129146553.
Conclusion:
While we understand that the guest was advised that a formal complaint will be filed against the host, we will be re-investigating their concerns. Case 129541895 has been escalated to Vrbo's Social Response Team. The team reached out to ***********************;via email today on July 13th to notify that were investigating further. 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 guests' concerns are addressed to the full extent we can assist.
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
07/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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:
- Answered
Reservation made through VRBO on April 21, 2024 Reservation #ORB10534471 for $6872.04 For Aug13-18, 2024 For The Farms ******************** Property #******* Confirmation received and shows payment made in full. (email uploaded)Received Cancellation notice 6/16/2024 (email uploaded) and I attempted to get in touch with the host and The Farm LLC but received no answers Sent all information (emails etc.) to VRBO and also my Citi *********************** At this writing I have received no refund.Thank you ***********************Business response
07/10/2024
Dear Better Business Bureau,
Thank you for giving us the chance to respond to *************************** concerns. At Vrbo, we take customer feedback seriously and aim to provide a positive experience for our users. We understand the challenges *********************** has faced in obtaining a refund for their cancelled booking.
Upon reviewing the matter, we found that the host in question processes payments independently of our platform. As a result, we are unable to refund *********************** directly.
For ***** to seek reimbursement under our Book with Confidence Guarantee, they must pursue their funds directly from the host through a credit card chargeback. If the chargeback is unsuccessful, the issuing bank will provide written notice that the funds cannot be reversed. During this process, the bank may issue a provisional credit. After the chargeback is completed, the credit will either become permanent, or the bank will inform that the chargeback failed. Details regarding these procedures are outlined in the Process Requirements section of our Book with Confidence Guarantee, available at: *************************************************************.
Our records indicate that case ********* was escalated to our Book with Confidence Team, who contacted ***** via email on July 8, 2024, advising them to file a chargeback dispute with their financial institution. Should *****'s bank deny the request or rule in favor of the host, our Book with Confidence Team stands ready to proceed with a reimbursement claim upon receiving the necessary documentation.
While we regret that *****'s experience did not meet their expectations, we appreciate the opportunity to address their concerns. If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.
Best regards,??
Vrbo Customer Support Team?Customer response
07/11/2024
Complaint: 21956243
I am rejecting this response because: It should be up to VRBO to accept responsibility for a property that they represent to be in good standing and able to produce the contracted dates.The company that VRBO represents filed for bankruptcy In January of this year, two months before, I in good faith, scheduled my dates. VRBO should be responsible for refunding the money not my credit card company.
Regards,
***********************Business response
07/18/2024
Dear Better Business Bureau,???
Thank you for contacting us regarding *************************** complaint and sharing their reply. We rely on customer feedback to guide our efforts to improve continually. We appreciate the time and effort they have taken to share their experience with us. We understand ***** requests a refund of her booking.
We've re-reviewed *****'s case. At this time, the chargeback process needs to be completed with her financial institution. ***** has been advised to contact Vrbo Customer Support if the chargeback process fails. At that time, we can determine if there are other options to address this issue. It's also important to note that Vrbo is an online marketplace and does not represent hosts or guests.
Thank you for contacting us about *************************** concerns. We always seek ways to improve and rely on valuable customer feedback to guide those efforts. Please let us know if we can address any other questions or concerns regarding this matter.
Best regards,??
Vrbo Customer Support Team?Customer response
07/18/2024
Complaint: 21956243
I am rejecting this response because: It is VRBOs responsibility to refund the full payment, not my credit card company especially since they accepted the reservation 2 months after the companies bankruptcy. They are liable for the legitimacy of the homes they represent.
Regards,
***********************
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Customer Complaints Summary
2,963 total complaints in the last 3 years.
1,085 complaints closed in the last 12 months.