ComplaintsforVrbo

Vacation Rentals

Current Alerts For This Business

Pattern of Complaint:

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 7^th, 2023, BBB submitted a written request to the company encouraging them to address their pattern of complaints. October 20^th, 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.

File a Complaint

Initial Complaint
12/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented the property (Property ID: *******) in **********, ** and had family with me November *****, 2021. I am extremely upset with the property management as they were completely unresponsive to multiple problems during our stay. I left numerous text and voice messages and could never get a maintenance person to come to the property during entire stay although I was promised numerous times via text that someone was coming. The list of problems with this property include: dead, rotting rats in traps outside--stinking up the yard where we wanted to hang out, dirty dishes in the cupboards--had to wash everything before using it, multiple burned out lightbulbs throughout the home and outdoors, no batteries in remote controls for TVs, I had to go to the store to buy lightbulbs and batteries!, Grill outside was filthy with old ashes and food stuck to the grates, Broken chairs in theater room, Broken plastic chairs around fire pit, no poker for wood burning fire pit, pool table/pool sticks in poor repair, basketball hoop broken and hanging by a screw, thermostat in hallway not working leaving 3 bedroom extremely HOT and uncomfortable. Maintenance never came--we know this because of 14 people staying at the home, someone was ALWAYS there! I feel their advertising of this property is false and I am owed a refund/compensation. Their lack of assistance is pathetic.
Business response
12/09/2021
Thank you for bringing ******* Weavers concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that *************************** experienced misrepresentation at a vacation rental property.
After a thorough review of our records, we are unable to locate a complaint case for this guest by name, email, or phone number.
However, from the description provided here, it appears that we cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but 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.
Wed like to assure *************************** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
We encourage *************************** to contact us directly so that we can properly document their experience. Our team is available 24/7 at ************ or ************ or they can visit http://help.vrbo.com/ and click on the Contact Us button at the bottom of the page
Again, this is an issue that they need to resolve directly with the host. Vrbo can do our best to facilitate communication between the two parties and encourage the host to resolve the issue.
While we regret that ******* Weavers experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
12/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
VRBO ruined our family's Thanksgiving and has still not refunded our payment.VRBO complaint: Cases No. ******** Property #*******ha Reservation ID ************* Nov. *****, 5 adults, 2 kids, pet friendly Full payment: $677.41 After 11 hrs of driving, we found the key pad on the accommodations inoperable. We immediately called the property owner, Sweet Home Vacation at Sweet Home Vacation at ************, at 8 p.m. and left a message describing the problem. I then called the local property manager, ******************************* emergency number, ************, and spoke with *****, who told me there was no one available to assist us. Over the next hour and 45 minutes, I called VRBO's customer service, speaking to:1. ******** who transferred me to 2. ***, in ************* (the call cut off immediately)3. ******* 4. ******* (hung up on me)5. ****, who was unable to provide alternate accommodations, and who we told we wanted a full refund.We also called the local property manager ******************** two more times without any assistance to enter the home. We were unable to find any accommodations since it was a holiday weekend. VRBO and these third parties ruined a Thanksgiving weekend for our family, and after filing a formal complaint with VRBO (case #********) and following up since with an additional call, review and complaint, all three companies have ceased to respond in anyway, and we still do not have our refund!
Business response
12/15/2021
Thank you for allowing us the opportunity to address *********************** concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that Carla had a reservation that the host cancelled on short notice [and/or] they have not yet received a refund.
According to our records, on Nov 15, 2021, Carla booked 4848559, for Nov 25, 2021 - Nov 28, 2021, with the Host, for $762.41.
Our records also indicate that on Nov 25, 2021, Carla contacted our customer care department to report that she was unable to access the rental. This is documented in case 33909245. After receiving this report, a customer care agent contacted the Host to advise them that a refund is due and to set a deadline for a response or resolution.
Because this cancellation was within 30 days of their arrival date, they qualified for rebooking assistance under our Book With Confidence guarantee. Lodging assistance was offered however, ***** declined it and opted for a refund.
If the host does not resolve this by our deadline, this may qualify this guest for reimbursement under our Book with Confidence Guarantee. If that happens, we will reach out to Carla to request additional documentation. Once that is received and we determine the situation qualifies, they will receive reimbursement in 2 4 weeks.   The terms and requirements of this program can be found here: https://www.vrbo.com/legal/book-with-confidence
While we regret that *********************** experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/17/2021
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 IF I am completely reimbursed for the lack of service. I do not like the word MAY in their correspondence. We paid for accommodations that were inaccessible to us. It ruined a family holiday weekend. There is no question that a refund is needed. (also, they offered us replacement accommodations that did not accept the pets we were traveling with, nor the family with two children we were traveling with. They provided no suitable alternative, so a refund is the only appropriate response. And if I could require additional compensation for a destroyed weekend after 11 hours of driving, I would!

Regards,

***** Field
Customer response
01/14/2022
We have still not received the refund we agreed to! What do I do now? This is my last correspondence with you. Why was this complaint closed without the refund?
Business response
01/19/2022
Thank you for your email and taking the time to provide us with an update regarding this dispute with ***** Field.
We understand that ***** has still not been refunded by the property management company. Her situation is covered under our Book With Confidence Guarantee, should the host not return the money that she is entitled to.
We have reached out directly to her since we did not receive a follow up response from our original request we sent back in mid December.
We encourage her to reply to the email we have sent and provide the proof of payment sent to the Host so we can forward her case to our Guarantee Team for reimbursement review.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
01/19/2022
Complaint: 16343409

I am rejecting this response because: I provided the paperwork showing THEIR documentation of my full payment (documentation that was first sent to them on November 25, 2021.) They have not responded with a full refund, despite their OWN documentation of full payment having been made.
They are playing games, and I appreciate the BBB addressing this complaint. I would also very much support ALL of this information being made public to warn others of the shady business practices of VRBO and Sweet Home Vacation. These companies have websites and social media presences that are actually designed to prevent publication of negative reviews. It is important that other consumers be warned to steer clear of these service providers. Thank you.

Regards,

***** Field
Business response
01/26/2022
Thank you for your email and taking the time to provide us with an update regarding this dispute with ***** Field.

As previously stated, we are aware that ***** has still not been refunded by the property management company.
Her situation is covered under our Book With Confidence Guarantee and our Guarantee Team has been communicating with her within the last few days regarding the documentation needed.

Once again, we are working with her and encourage her to continue reply to the email thread we have active and provide the necessary documents that have still not been provided in order for our Guarantee Team to move forward with processing her claim.

If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
12/08/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I book a house from 10/31/2021 to 11/6/2021 using vrbo.com (spinoff of expedia.com) but never was able to get into it. I talked to dozens of agents, sent e-mail, promised refund (they open case #********) but still no refund. I'd ask you help me (as you always do) to recoup money and open criminal investigation in predatory practice of this company.Thank you very much ******
Business response
12/10/2021
Thank you for allowing us the opportunity to address ****** Kerstenetskys concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that Manuel was left stranded at his vacation rental property as the Host was unresponsive.
According to our records, on Aug 14, 2021, Manuel booked 9290443, for Oct 31, 2021 - Nov 06, 2021, with the Host, for $2,071.20.
Our records also indicate that on Oct 31, 2021 Manuel contacted our customer care department to report that he had not received check in instructions for the rental. After receiving this report, a customer care agent contacted the Host to advise them that a refund is due and to set a deadline for a response or resolution.
If the host does not resolve this by our deadline, this may qualify this guest for reimbursement under our Book with Confidence Guarantee.  The terms and requirements of this program can be found here: https://www.vrbo.com/legal/book-with-confidence. Currently, a claim has been started and we are waiting for further information from ****** to proceed.
While we regret that ****** Kerstenetskys experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
12/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a completely furnished house thru VRBOs booking service for 2 weeks in ********* from Jul. 30-Aug. 14. The house was filthy, broken down and unfit for use.. . The place had been used the same day and was dirty The house was littered with used bottles and wet bathing suits hanging outside There were broken bulbs in many of the fixtures, fixtures that did not work at all, and a master bedroom that was completely dark in most places.The main porch door had shattered in place, a constant danger to small children who were visiting us for the day The beds were filthy dirty, *****-stained pillows, hair in some of the beds, pubic hair in one bed Bedroom linens were dirty and threadbare There were not enough towels and, when we complained, we were told to use the same beach towels we had taken to the beach The kitchen had absolutely no serving utensils Dishes and cutlery were filthy The grill was dirty everywhere and had never been cleaned When I complained to the owner of the house, he told me we should just leave (we could not leave as the island was sold out, and our family had come from all over the country). When my wife repeatedly reached out to the owner, she was told she was asking for too much and that we should move out immediately. I have repeatedly contacted VRBO, including via the feedback link on their website during our stay. After our stay, I was told by a VRBO customer service representative that their website is used only by their product and marketing staff and that I was not entitled to a prompt response when I complained on the website. In essence, my complaint was ignored.VRBOs customer service representatives have repeatedly refused to allow me to speak to a supervisor. My letters to the company have been returned as unopened.PLEASE FORCE VRBO TO OBTAIN A FULL REFUND OF MY STAY. NO ONE SHOULD BE TREATED LIKE THIS.
Business response
12/13/2021
Thank you for bringing ****** Rosenblatts concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that Robert experienced a misrepresentation at a vacation rental property.
According to our records, on Jan 19, 2021, Robert booked property listing 481145 for Jul 31, 2021 - Aug 14, 2021.
Our records also indicate that on Aug 16, 2021, ****** contacted our customer service team reporting that the house had cleanliness issues. This is documented in case 32864336.  After receiving this report, a customer service agent advised that he did not contact Vrbo to report the issues during the stay so we were unable to force the Host to refund.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but 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.
Wed like to assure Robert that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to ****** this is an issue that they need to resolve directly with the Host. Vrbo has done our best to facilitate communication between the two parties and encouraged the Host to resolve the issue.
While we regret that ****** Rosenblatts experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Customer response
12/14/2021
Complaint: 16343160

I am rejecting this response because VRBO did not respond to the complaint I registered on their website early on during my visit. I was instead told that the website is for "marketing" and not service. This is illogical and does not reflect established business practices.
Further, the house was uninhabitable. Beds had pubic hairs in them. Lights broken, windows cracked. There was no way to remediate the situation and the owner, who already had our $18,000, told us to leave. This is not acceptable.

Regards,

*********************************
Business response
12/20/2021
Thank you for bringing ****** Rosenblatts concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that ****** experienced a misrepresentation at a vacation rental property.
According to our records, on Jan 19, 2021, ****** booked property listing ****** for Jul 31, 2021 - Aug 14, 2021.
Our records also indicate that on Aug 16, 2021, ****** contacted our customer service team reporting that the house had cleanliness issues. This is documented in case ********. After receiving this report, a customer service agent advised that he did not contact Vrbo to report the issues during the stay so we were unable to force the Host to refund.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property.It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but 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.
Wed like to assure ****** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to ****** this is an issue that they need to resolve directly with the Host. Vrbo has done our best to facilitate communication between the two parties and encouraged the Host to resolve the issue.
We need to reiterate that ****** did not report the issues within the home until Aug 16 which was 2 days post stay. Vrbo is unable to request a refund from the Host once a stay is completed.
While we regret that ****** Rosenblatts experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
12/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My family visited ********** ********* Dec 2nd-Dec6th.Total 6 adults. We booked *************************************** through VRBO Owner ************************* ************** Prior to arrival I asked about the coffee maker if a regular one or Keurig. I was told both were there.We arrived Thursday-found several issues throughout the home & addressed them right away. Which I texted the owner.One being no Keurig-which I stated is fine just had to go out and get regular **************** as we had only brought kcups with us. The owner said he would send the maintenance team out to fix the broken cabinet door & bring a Keurig Friday morning.We was not there Friday morning so I left a note to place the Keurig on the table & to please check the hot water as our showers Thursday night were barley warm-which I expressed upon our check in.Friday evening showers were almost non existent with the temperature!We sucked it up & went to bed. Saturday afternoon still barley enough warm water for showers-the 6th person did not even get a shower! We thought maybe it just had ran out of hot water but odd.So come Sunday we all have had maybe 2 showers if that & if so they was very quick cool showers.Sunday morning I reached back out to the owner & a tech was coming out again at 11am-we was there for this visit & was told as you can refer to the text messages between myself & the home owner!Was told the heating elements were tested & fine.No showers Sunday! No showers Monday morning for our departure!Refer to text messages when we are traveling home I get a text from the home owner saying the elements that were tested & fine mind you was now bad!!!By this time I was beyond mad as you can see via our text.He clearly ask me why didnt we just leave? Where was we to go??I requested a full refund & have only been told he is returning one night & half of the cleaning fee.I am requesting a full refund $2519.00 home $303.00 VRBO fee $173.50 insurance
Business response
12/09/2021
Thank you for bringing ********************* concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that ******************* experienced misrepresentation at a vacation rental property.
According to our records, on November 3, 2021, ****** booked property ******* for December 2, 2021 December 6, 2021.
Our records also indicate that on December 7, 2021, ****** contacted our customer service team reporting that the property did not have hot water. This is documented in case 34006006. After receiving this report, a customer service agent contacted ************************* to report the issue and request that they reach out to ****** to resolve the issue.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but 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.
Wed like to assure ****** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to ****** this is an issue that they need to resolve directly with *************************. Vrbo has done our best to facilitate communication between the two parties and encouraged ************************* to resolve the issue.
While we regret that ********************* experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Customer response
12/10/2021
Complaint: 16341619

I am rejecting this response because:I feel you as the host platform should remove this host. He has not resolved anything in regards to this issue. I requested a full refund that I have not received. How many more issues should there be allowed before a host is removed permanently from this platform? I contacted him immediately upon arrival stating we had no hot water-he knew this and did not fix the issue for our entire stay! I spent $3,000.00 to rent this house! I am requesting this host be removed from any further hosting through VRBO.

Regards,

*******************
Initial Complaint
12/07/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
$217.00 "service fee" is not disclosed on the website. Inever recieved any information regarding the fee until a down payment was taken from my credit card along with the fee. I called VRBO asking them where this fee was disclosed on their website and the couldn't find it I cosider this a hidden fee, especially when they imply their services are free.
Business response
12/13/2021
Thank you for bringing   Schelisa Durrs concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that Schelisa was unaware of the traveler service fee when she booked.
After a thorough review of our records, we are unable to locate an account or booking for this guest by name, email, or phone number. If Schelisa could provide more information so that we can search again, we would be happy to investigate further. Any of the following information would be helpful:
Reservation ID
Listing number or link to the property booked with dates of stay
Name and email that the booking was made under
The Guest can also contact us directly. Our team is available 24/7 at ************ or ************ or they can visit http://help.vrbo.com/ and click on the Contact Us button at the bottom of the page
We look forward to receiving this information so that we can assist.
Customer response
12/15/2021
Complaint: ********

I am rejecting this response because:
Your letter said VRBO had no record of me, yet when I called again, they had my info. I'm not sure what's going on here.
The fact is they charged me ****** without any notice or reciept. I looked at their website again and there is no information of how to know what these fees are before signing. Isn't that against the law. I would at least like a refund. Can you help me with this?

Regards,

Schelisa ****

Business response
12/16/2021
Thank you for allowing us the opportunity to address Schelisa Durrs concerns. At Vrbo we take customer complaints and feedback seriously,and we strive to provide our customers with a great experience.

We thank *********************** for calling and providing her information. We apologize that we were unable to locate her reservation prior to this as the reservation was under a different name and email.

We understand that *********************** is seeking a refund for a traveler service fee.

According to our records, on Sept 25,2021, ******* Durr booked 9611255, for Jan 23 Jan 29,2022, with a host for $3,371.40.

When booking this stay on our site, a quote was provided before payment details were submitted, which included details about the fees.The service fee was included as a line item. The service fee helps Vrbo provide a safer and more secure booking experience, as well as 24/7 customer support throughout the guests stay.

Currently ******* Durrs reservation is active, therefore we are unable to refund the service fee. The service fee is only refundable when a host has issued a full refund to the guest.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Customer response
12/17/2021
Complaint: ********

I am rejecting this response because:

The quote that was provided did not i clude service fee. I have no record of the quote.

Regards,

Schelisa ****
Initial Complaint
12/07/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband who is disabled due to a massive stroke this past year, cannot speak clearly, walk, or use his right side had a brain stem operation that removed a large blood clot the size of his fist is over 66 years old in error booked reservation#HA-7GT2PK for $6006.81 for a months stay. he has a scar in his skull from the bottom of his head to the top about 7 inches. I contact the Host 12 hours later when I found out to cancel and they kept 50% of the money and basically stated "TOO BAD" we only give a full refund for extenuating circumstances and ours was not. I am also over age 60 so we are senior citizens. My husband gets mixed and confused due to his stroke. I explained to the Host *********************************** that I am the only working person in the household as my husband can no longer work due to his stroke and Permanent disability. He simply stated he does not care he is keeping 50% of my payment and I got the same response from VRBO I am appalled at this & the fact they are taken advantage of a disabled senior citizen. Shame on VRBO and there should be recourse when a cancellation is less than 12 hours from date booked! I will NEVER use VRBO again and I am reporting this incident to the Attorney General of ******* so that senior citizens are NEVER taken advantage of from this host and VRBO!
Business response
12/08/2021
Thank you for allowing us the opportunity to address ******* Heitmans concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.

We understand that ******* is seeking a full refund for a reservation that she cancelled.

According to our records, on 12/3/21, ***************************** booked listing number ******* for the dates of 1/8/22 through 2/8/22 with the host for $6006.81. When booking this stay, the following cancellation policy was agreed to by this guest:

100% refund for cancellations requested by Nov 09, 2021 at 11:59 PM (property's local time).
50% refund for cancellations requested by Dec 09, 2021 at 11:59 PM (property's local time).

Our records also indicate that on 12/3/21 , ******* contacted our customer care department seeking to cancel the reservation and to obtain a refund for the booking. After receiving this request, a customer care agent contacted the host to request a full refund on behalf. The host advised us they were not able to make an exception to the cancellation policy and denied the request and proceeded with the 50% refund option per the cancellation policy.

As a marketplace, we do not own or manage, nor are we a party to the agreements between hosts and guests. This is outlined in our Terms and Conditions below that the consumer/guest and landlord/host agreed to about our role in this agreement.
Section 1 of our Terms and Conditions http://www.homeaway.com/info/about-us/legal/terms-conditions:
The Site is a Venue, and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.

We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services,as the Site may facilitate booking a rental or other tools, services or products, but 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.

While we regret that Theresas experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Customer response
12/08/2021
Complaint: 16337595

I am rejecting this response because: The Owners *********************************** have an EXPIRED LICENSE as of 12/1/2021 at the state level to Rent thru Vrbo. Vrbo needs to make sure the homes they list that the owners are obeying and following the laws for the *********** in regards to have short term Rentals. The agreement is NULL & VOID as they had zero rights to offer the property without the proper license nor enter into a valid lease agreement. I have an email from
** Licensing that they cannot operate a rental with an expired license which I have uploaded the email and Proof his license for this property is expired. Property address ********************************** VRBO should return 100% of my refund since they are responsible to make sure the liceses are intact!
Regards,

*****************************
Business response
12/10/2021
Thank you for allowing us the opportunity to address ******* Heitmans continued concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.

We understand that ******* is seeking a full refund for a reservation that she cancelled.

According to our records, on 12/3/21, ***************************** booked listing number ******* for the dates of 1/8/22 through 2/8/22 with the host for $6006.81. When booking this stay, the following cancellation policy was agreed to by this guest:

100% refund for cancellations requested by Nov 09,2021 at 11:59 PM (property's local time).
50% refund for cancellations requested by Dec 09,2021 at 11:59 PM (property's local time).

Our records also indicate that on 12/3/21 ,******* contacted our customer care department seeking to cancel the reservation and to obtain a refund for the booking. After receiving this request, a customer care agent contacted the host to request a full refund on behalf. The host advised us they were not able to make an exception to the cancellation policy and denied the request and proceeded with the 50% refund option per the cancellation policy.

As a marketplace, we do not own or manage, nor are we a party to the agreements between hosts and guests. This is outlined in our Terms and Conditions below that the consumer/guest and landlord/host agreed to about our role in this agreement.
Section 1 of our Terms and Conditions http://www.homeaway.com/info/about-us/legal/terms-conditions:
The Site is a Venue, and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.

We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but 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.
We have a dedicated team that will investigate Theresas claim of the expired license and will take action accordingly. However, any action we may or may not take does not absolve the agreement that ******* has with the Host.

While we regret that Theresas experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/10/2021
Complaint: 16337595

I am rejecting this response because: The Host is operating without a license. According to the ** ********** of ******** it is illegal to rent a short term or list on VRBO or any other site without the proper license. I also requested a copy of the Rental Agreement from VRBO as I never received a copy from either VRBO or the Host. All requests have been denied. I am also attaching the Cancellation Policy that was listed and changed after I booked this rental and it clearly states 100% Refund if by 12/9/21 and I canceled on 12/4/21. VRBO is the company that advertizer's and allows these rentals and is accountable for listing short term rentals without being licensed that is illegal in the ***********. I am demanding a copy of the rental agreement The upload clearly shows *********************** and his regristration# for the Property - Registration Number: ********************* and my check in date of Jan 8! It is outragoues that while VRBO took my $600 fee that needs to be refunded immediately blantanly lie and not take responsibility for listing illegal properties for rent!

Regards,

*****************************
Initial Complaint
12/07/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Filing a complaint on VRBO regarding my recent stay in ************. The property manager of the home we stayed in assessed a $500.00 incidental fee due to a tear in the felt on the pool table. It was there when we arrived. This is a lie. The property manager even went and edited her listing regarding the pool table! When we booked the property it said "NEW" pool table and since then has changed it to "we now have a pool table." You can clearly see in the image, the felt has pilling along with the tear. That pool table is NOT new!!! the bumper pad was loose and the pool sticks were worn to the nub. When I took it up with VRBO, they said they would be in touch within 24 hrs. That never happened. I was on the phone with them EVERY single day last week and all I kept being told was, "we'll be in touch," or "we have your back," or "we've escalated your complaint." They have done NOTHING! Then, when I submitted my review on the property manager, VRBO emailed me saying my review "needed touching up" and to call customer service, which I did. You cannot understand anything their employees say first of all. Second, they take down your phone number and say they will call you back should you be disconnected(which they never do) and that's exactly what happened today. I went through the entire story for the umpteenth time all for them to disconnect me. I have had to contact my bank and submit a request to dispute the charge which could take up to 90 days to resolve. I have NEVER felt so helpless. They are literally scripted on their responses and they do NOTHING for the consumer. Since they wont allow me to submit a review on her, then I am on them! I was only going to ask for my $500.00 back that the property manager charged to my credit card, but now I want the entire amount of my stay! I have spent countless hours on the phone/online chat for 6 days now. I simply want to leave my review because future tenants need to be warned of this lady and VRBO too.
Business response
12/13/2021
Thank you for allowing us the opportunity to address ***** Sibleys concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that Kasey experienced a loss of their deposit due to a damage claim file by the Host.
According to our records,on May 26, 2021, Kasey booked listing *******, for Nov 23, 2021 - Nov 27, 2021, with the Host for $6,728.28 with a card on file for damage liability up to $1,500.
Our records also indicate that on Dec 01, 2021, ***** contacted our customer care department to report that the Host claimed $500 of their deposit due to a tear to the pool table felt. After receiving this report, a customer care agent contacted the Host to request supporting documentation of the damage claim and set a deadline.
If the host does not resolve this by our deadline, this may qualify this guest for reimbursement under our Book with Confidence Guarantee.  The terms and requirements of this program can be found here: https://www.vrbo.com/legal/book-with-confidence
While we regret that ***** Sibleys experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Customer response
12/14/2021
Complaint: 16335789

I am rejecting this response because: misrepresentation of company/website/policies/guarantee to the consumer(Peace of mind:
Our Book with Confidence guarantee gives you 24/7 support), and misrepresentation of property listings/reviews.

Regards,

***********************
Initial Complaint
12/06/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had a trip planned to ************ from 11/26/21-11/28/21. We arrived early on the 26th. I received a phone call around 10am that the cabin we were to check in at had a pest infestation and our reservation had to be cancelled. VRBO assured me they would find us a place to stay and would pay for the first night and I was to send docs for the 2nd night for reimbursement. They didnt find us a place and left my family of 6 stranded. I found a place and had to pay out of pocket for all of it. I then submitted all documents for reimbursement and every time I call to find out the status of my refund they give me the run around and tell me something different every time. Over a week and Im still waiting on a refund.
Business response
12/07/2021
Thank you for allowing us the opportunity to address ***************************** concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.

We understand that ***************************** is having issues with receiving reimbursement for a hotel she had to book due to her original booking being cancelled by the manager.

Our records also indicate that on Nov 26, 2021, ******* Nickens contacted our customer service team reporting that her reservation had been cancelled and she needed a place to stay. This is documented in case 33912882. After receiving this report, a customer service agent advised that their case would have to be escalated to our Billing team for resolution.

After consulting with the Billing team,we are unable to provide a timeline for resolution to this issue because we are currently awaiting ***************************** to provide additional documentation,which is required prior to issuing reimbursements.  We want to assure ***************************** that their case #******** is still open and is being worked on. Our Billing team will contact them by email once the problem is resolved.

We understand that ******* Nickens feels that they are due financial compensation for the error they experienced. However, in our Terms and Conditions of use, found at https://www.vrbo.com/legal/terms-and-conditions that all users agree to when accessing the Vrbo website,we address website errors in section 17 Disclaimers:

The site, including all content, software, functions, materials and information made available on or accessed through the site, is provided as is. to the fullest extent permissible by law, we make no representations or warranties of any kind whatsoever for the content on the site or the materials,information and functions made accessible by the software used on or accessed through the site Further, we expressly disclaim any express or implied warranties We do not warrant that the functions contained on the site or any materials or content contained therein will be uninterrupted or error free

While we regret the delay in resolution for this matter,we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns, please feel free to contact us.
Customer response
12/07/2021
Complaint: 16333817

I am rejecting this response because: I did not call vrbo about the cancellation. I was contacted by VRBO and I have sent back all documentation requested including the documents that were requested today.

Regards,

*****************************
Business response
12/10/2021
Thank you for allowing us the opportunity to address ***************************** continued concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.

We understand that ***************************** is having issues with receiving reimbursement for a hotel she had to book due to her original booking being cancelled by the manager.

Our records also indicate that on Nov 26, 2021,***************************** contacted our customer service team reporting that her reservation had been cancelled and she needed a place to stay. This is documented in case ********. After receiving this report, a customer service agent advised that their case would have to be escalated to our Billing team for resolution.

After consulting with the Billing team, we have determined that this matter was resolved on Dec 09, 2021, as the reimbursement for the hotel was approved.
While we regret the delay in resolution for this matter, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns, please feel free to contact us.
Initial Complaint
12/06/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My family and I booked a rental proper For our vacation for thanksgiving in ********* ******* 3 months in advance, we arrived to ** after 24hrs of driving from NY and waited till 4pm to get to the house and upon arrival we were greeted with guests already staying there for the past 4 months that dont check out till december, we were sleep deprived with two infants and no place to stay, we called Vrbo numerous times to finally reach someone who said Vrbo would help but lost communication, we then had to find a hotel during peak hotel rentals and were stuck in a small hotel(we booked a 6 room home originally)we waited till the following day and called Vrbo roughly 25 times because we were hung up on when being transferred to a higher department, when we finally reached someone they offered us a refund and offered to pay for 2 nights in a hotel till they can find us a place to accommodate us for the rest of our stay,we got to the hotel to find out they didnt book it for the night of and I had to pay out of pocket and for the other nights I was charged resort fees, after those nights were completed we had to call and email Vrbo another 20 times till we got a call and ****** booked us 3 nights at **************** when we arrived we had to pay another 209 in fees, Vrbo verbally agreed to cover all expenses and said Id be reimbursed and to send in all receipts, bank statements and IDs after our stay, I had done such multiple times with no response and when I finally do get a response they no decline to cover the expenses,I took two weeks off of work with no pto for a vacation in multiple hotels I missed thanksgiving we were going to have in our rental home we lost the first 3 days of our trip because we were to stressed and stuck calling Vrbo all those days, theyve are liars and no help, they ruined my family vacation.
Business response
12/09/2021
Thank you for allowing us the opportunity to address ******* ********** concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that ********************************* had a reservation that the host cancelled on short notice.
According to our records, on August 12, 2021, ******* booked *******, for November 23, 2021 November 29, 2021, with the host, for $1,338.70.
Our records also indicate that on November 23, 2021, ******* contacted our customer care department to report that their reservation had been cancelled by the host. After receiving this report, a customer care agent contacted the host to advise them that a refund is due and to set a deadline for a response or resolution.
We can see that ******* was refunded back to their credit card on November 24, 2021. This will appear on their account in 3 7 business days. If they do not see this in their statement after 14 days, they should contact us again for a trace number for the transaction.
Additionally, our guarantee team is reviewing Rebeccas documentation that was provided on December 5, 2021, and will be reaching out to her directly.
While we regret that ******* ********** experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

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