VRBO Customer Service Issues

We stayed at the "Foosball" cabin at [redacted] Swiss Rd, Truckee, CA [redacted]. The owners, Soren and Yvonne Detering, did not update their holiday fees, leading to an overcharge when we booked. Despite the advertised rate of [redacted] per night, we were charged [redacted] per night for six nights. Additionally, the cabin accommodates 6 adults and 4 children, but the owners charged extra claiming the children were additional guests, resulting in a total overcharge of over [redacted] dollars. Upon arrival, we had to clear a path to the keypad after a long drive, and the cabin lacked adequate amenities for the number of guests advertised. The owners offered an 80 percent refund on the overcharge, with the condition of leaving a positive review for the full refund. Looking ahead to booking for next Christmas, the advertised rate for 6 adults and 4 children is much lower than what we paid. We are seeking a [redacted] percent refund of 2,[redacted] to address the overcharges and misleading advertising. Warm regards, Jeanne G.

Hello, I wanted to reach out regarding an issue with the unit we have booked for January 2-4 on the VRBO site. The listing seems to be unavailable now, leading to concerns about our upcoming stay at the "Gorgeous WashAve Loft Walkable" in St. Louis, Missouri (Listing #[redacted]). Despite reaching out to the owner, Elliot Smith, we have not received a response yet. When attempting to search for the unit using the provided identification number, nothing shows up on the main page. Ensuring our reservation is secure is vital, so I kindly request prompt assistance. Thank you, Amy.

During our stay at Seawinds unit 62 in Saint Augustine Beach, Florida, we encountered a broken fan that was making a loud clanging noise all night. When we tried to turn it off, the pull cord broke. Despite contacting the property manager, we received no assistance as they claimed they could not do anything about it. Additionally, the noise from people walking around upstairs was very disruptive. The property was not as advertised in terms of service and availability, with the manager accusing us of leaving because we wanted to. This is untrue. We had to endure one sleepless night and unfortunately had to cut our stay short due to the unbearable conditions. We were disappointed in the lack of action taken and the manager's rude and unsympathetic attitude towards our situation. We are seeking a resolution of three nights in a quiet location to make up for our shortened vacation caused by the noisy fan and poor management response.

Property#[redacted]7 Reservation ID [redacted]34 Our booking for a property in Lagos, Portugal, was based on our positive experience booking through HomeAway in Italy. However, upon reaching out to the rental agency about a heater, we received no response. Subsequent online research revealed troubling reviews for the agency DreamAlgarve - Agencia de Mediação Imobiliária, detailing issues of cleanliness, odors, unprepared accommodations, and difficulties with receiving refundable deposits. We are now understandably worried and wish to cancel our reservation without incurring any penalties. We intend to seek an alternative vacation rental in Lagos through VRBO.

I booked property ID 209653ha for January 11-18, [redacted]. Unfortunately, my wife had an accident in late November [redacted] in Peru, and her neurosurgeon advised against travel. The property manager, Mercedes ten Ham, initially mentioned a refund if we canceled in time for the high season booking. I noticed the property got rebooked, but Mercedes is now unresponsive about honoring the refund commitment. I've reached out three times to no avail. Any help would be appreciated. Sincerely, Doug E.

I am writing to share our recent experience with the property manager for our stay at Reservation HA-TM240H from Dec 20 through 25, Vrbo #[redacted]. Overall, our interaction with the ladies - Joyce, Debbie, Pattie, and Polly - was positive, but we encountered issues with the property manager, Charles N. He rated us poorly due to alleged pet hair on comforters, which we were unaware of. Despite paying a pet deposit and following all rules, our communication and overall rating suffered. We believe the rating is unjustified, considering there were no rule violations during our stay. We kept our dog confined to one bedroom where we stayed, maintaining cleanliness. We feel rated unfairly based on a single subjective issue, especially as other cleanliness aspects of the property were subpar. We request our rating to be adjusted to reflect a more accurate representation of our stay.

I am disappointed with the delay in resolving a payment issue with HOMEAWAY. Despite having good customer service staff, the lack of support leads to prolonged disputes. Using HOMEAWAY is usually smooth for homeowners and travelers, but issues arise with payments. In October [redacted], my daughter, an additional cardholder on my US Dollar Visa, booked a Florida home rental through HOMEAWAY for their spring break. After being double-charged in January [redacted], my son-in-law reached out to customer service, starting a back-and-forth cycle without a resolution. Despite repeated calls, the billing department kept investigating, causing frustration. The home manager confirmed the excess payments went to HOMEAWAY, adding to the confusion. By mid-January, an email from HOMEAWAY partly explained the duplicate billing but lacked details on a refund timeline. After 22 days of runaround, I initiated a Visa dispute on January 22, [redacted], due to the unresolved duplicate charges. I advise others to involve Visa promptly in similar refund issues with HOMEAWAY, as their internal processes are not efficient. If the duplicate payment is not reimbursed by February 5, [redacted], additional funds would need to cover the excess charges.

Hello, my name is Jose Eduardo. I am a resident of Mexico City. I am reaching out to you because I want to create a listing for a property I want to rent on your website. The issue is that when I enter the payment method, it does not allow me to proceed with publishing the advertisement. Even though I receive an email authorizing the payment method, when I try to finalize the listing on the website, it again asks for the payment method. I would like to point out that the property was previously listed on your site by the former owner, but they removed the advertisement when there were already confirmed bookings. I hope you can assist me with my problem because I wish to continue renting it out on your website. Thank you very much. Best regards.

I have received multiple emails regarding my reservation, with conflicting information about payment and security concerns. Initially, I was told my reservation was canceled due to security issues, then later instructed to resend payment via Zelle. I have already paid a $[redacted] security deposit to a Zelle account. The property owner is now requesting an $[redacted] rental payment to a new Zelle account. I attempted to contact VRBO for clarification but was disconnected while waiting. The case number is #[redacted], and the reference number is rer_00D1aZzRr._5001P11aWln:ref. Despite receiving subsequent emails instructing me not to communicate with the property owner, as they are considered suspicious, and then being told the issue is resolved, I am unsure about the validity of these messages. How can I verify emails from VRBO and address these conflicting instructions? Your assistance is appreciated.

I encountered an issue with my VRBO reservation for Puerto Vallarta for a condo on January 16, [redacted], for a reservation in [redacted] with Ms. Michelle Chwialkowski. The booking was confirmed by the VRBO system. Later that evening, we received an email stating that the condo should not have been listed on the platform and that she had reported the issue to VRBO that same morning. CANCELLATION? On January 15, a reservation was ACCEPTED by Mr. Franck Guiliani for a condo for [redacted]. The next day, on January 16, Mr. Franck informed us of a date change. We declined as flights had already been purchased. CANCELLATION On the credit card, amounts were charged for currency exchange fees. We reside in Quebec, Canada. For EACH TRANSACTION, 4 TRANSACTIONS at the cost of $[redacted].00 Canadian each, totaling over $[redacted].00 Canadian for YOUR MISTAKES. We have adhered to all procedures, and now we are facing exorbitant fees due to VRBO's error. We are requesting a REFUND of these fees incurred by the property owners on your platform. Mario M.

Last week, we discovered that the property we booked for this March, which we paid for in full last March, does not have the correct zoning for short term rental. We only found out when contacting the owner about another matter. The owner requested we cancel to maintain her good standing on VRBO. However, we believe she should be the one to cancel given her knowledge of the zoning regulations. We are seeking an immediate refund to explore other options on VRBO. Any advice on how to proceed would be appreciated.

I made a reservation in Boston, Massachusetts on 4/30/19 with Reservation ID: HA-9R87LC. Recently, I discovered that the property is no longer available for short-term leasing due to a new ordinance in Boston. After reaching out to the property manager and attempting to contact Vrbo by phone, email, and survey, I have not received a response or resolution regarding my canceled reservation. I am concerned about canceling the reservation myself as I had purchased trip cancellation and accidental damage protection. I am also questioning the validity of the new ordinance since other properties are still listed. I paid a total of $[redacted].23 for this reservation and I am disappointed with the lack of communication and assistance from Vrbo. I am seeking assurance that my issue is being looked into promptly.

I am facing a similar issue in Santa Fe, New Mexico. VRBO does not provide a place to input our tax ID number, which is crucial for correctly allocating the taxes they collect and pay on our behalf. There seems to be a discrepancy in the tax percentages collected for the Gross Receipts Tax and the Lodging Tax as well. This lack of transparency is concerning as ultimately, owners are responsible for ensuring taxes are paid to the proper authorities. VRBO needs to address this issue promptly by allowing owners to enter tax information, segregate tax funds into individual owner accounts, and ensure owners can track and report tax payments accurately. The current system puts owners at legal and financial risk, and it's essential for VRBO to rectify this situation to avoid potential legal action.

On November 11, [redacted], I prepaid for a vacation rental through VRBO, relying on the amenities listed on their website to ensure my daughter's safety. However, upon contacting the homeowners, it became clear that the property did not have the necessary amenities as described. Despite explaining the situation due to my daughter's critical illness, the homeowners refused to issue a refund, citing the prepayment policy. When seeking help from VRBO for an immediate refund, they claimed they couldn't assist without proof, even though the homeowners admitted the discrepancy. VRBO failed to address our concerns, leaving us vulnerable to deceptive practices on their platform. Despite being asked to prove the issue in person, our attempts for assistance were met with prolonged international holds and eventually dropped calls.

My property, number [redacted], was rented out to Melissa and Oliver Nisenson via instant booking for three days over MLK weekend. They paid the first installment of $2,[redacted].00 on their American Express card, but failed to make the second payment due on January 2, [redacted]. Unfortunately, I only discovered this when inquiring about holding the $1,[redacted] security deposit after they caused damage to my property. I tried reaching out to HomeAway but received conflicting information and no response from [redacted] as advised. It's concerning that they did not alert me about the missed payment. I'm owed $1,[redacted].50 and need compensation for the damages. I've been a VRBO member for fourteen years and have noticed changes that prioritize the company over owners' interests. I demand a prompt resolution and hope to avoid escalating this matter. Thank you for addressing this promptly. Best regards, Mark Montgomery

I have reserved a house in Orlando, FL from 4/17 to 5/2/[redacted]. The VRBO listing states "Free Cancellation until 3/5/[redacted]," but the owner's booking contract says there's a non-refundable $[redacted] deposit due at booking. I need clarification on the cancellation policy to understand if the owner can keep the deposit if I cancel before 3/5/[redacted]. This situation feels like a conflict, and I was surprised as I've booked with VRBO multiple times without this issue. Grateful for any assistance.

I recently made a reservation on your website and was disappointed by the lack of transparency regarding the booking fees. I thought the total charge displayed was the final amount, so it was surprising to see an additional $[redacted].00CAD on my credit card statement. This unexpected fee has strained our tight budget for the trip. I am requesting clarification on where your site clearly discloses such charges. If I had known about this fee, I would have booked directly through VRBO. I am seeking a full refund to make a direct booking on their site. My reservation is for Hidden Maui Paradise from July 4-18, [redacted] under the name Bondy. Any assistance on this matter would be greatly appreciated.

I am a property owner on VRBO, Property # [redacted] in North Carolina. My account has been active and successful, but I've been struggling to update my bank account information since November [redacted] due to an error with the account number on file. Despite contacting Customer Services multiple times and being assigned a case number [redacted]8, no progress has been made. I have been promised callbacks without any follow-up, leaving me frustrated. I would greatly appreciate prompt assistance with this banking issue. Thank you! Sincerely, Mont H. Cell: [redacted]

I am a VRBO owner with Property # [redacted] in North Carolina. Despite previous success with VRBO, I've been unable to update my bank account info since November [redacted] due to an incorrect account number. I want to remove the account ending in [redacted] from my profile but the system won't allow it. Despite contact with six Customer Service representatives and receiving case # [redacted]8, the issue remains unresolved. I've been promised callbacks, with one team member reaching out weeks ago but no further contact has been made. I'm seeking help to address this banking problem promptly. Thank you for your support. - Mont H.

I reserved a non-refundable beach rental and reached out to the manager to adjust my dates by one week and extend my stay by two days. Initially, the manager agreed to the changes, but upon reviewing the updated pricing online, I noticed an increase of over $[redacted] per night. When I contacted the manager to address this, she reacted negatively and suggested canceling the reservation for a full refund. However, after canceling as instructed through the Vrbo site, I have not received the promised full refund of over $[redacted]. The manager also denied agreeing to the refund when contacted by Vrbo customer service, which has not been helpful in resolving the issue despite multiple assurances of contact that have not materialized.