VRBO Customer Service Issues

Over the weekend of January 18th to 20th, [redacted], I arranged for my daughter and three friends to visit Pigeon Forge, TN, to celebrate her 22nd birthday. Initially planning to use her Discover card, they had to use a Visa debit card due to payment restrictions. A $[redacted] security deposit was charged, but despite promises of refunds by the supposed manager "Richard," nothing has been received. Frustrated with the constant excuses, I, Sheila M., am seeking resolution for my daughter, a student at Converse College in Spartanburg, SC. Please provide a contact number for assistance. Thank you.

I have a reservation for a home from June 4th to 8th with Reservation ID: HA-H0WTSP and Property ID: [redacted]. When I check my reservations, I can see payment details and confirmation, but the property appears unavailable when I try to view it. I have contacted the owner with no response. I just want to confirm the property's validity and check if previous guests have stayed there. Thank you.

Regarding Reservation HA-F389BS, Property ID [redacted], I recently learned that one of the owners, Mr. Warren Knapp, has unexpectedly put the property up for sale and removed all furniture. I had made a deposit of $[redacted].55 on September 19, [redacted], for a two-night stay on September 11-13, [redacted]. Mr. Erik Giddings, the other owner, informed me that Mr. Knapp listed the house without his consent, despite being fully booked from May to September [redacted]. Mr. Giddings mentioned that Mr. Knapp retained all deposit funds from renters and proceeded with the sale without his knowledge. Mr. Knapp has not reached out about the reservation cancellation due to the sale nor offered a refund of $[redacted].55. He has been unresponsive to our calls. I kindly request the return of my deposit through the Vrbo Book with Confidence Guarantee.

I kindly request a refund to my VISA for a cabin rental (reservation #[redacted], Property #[redacted]ha) on February 6 & 7, [redacted], as the property was inaccessible due to flooding. The owner, Tom Mertens, and I discussed the situation via text ([redacted]). Tom informed me about road closures, but despite attempting to reach the cabin, the roads were flooded, and I had to find alternative accommodation in Gatlinburg. I appreciate your understanding and assistance in processing the refund. Thank you.

I need to cancel my reservation. I booked a room at the Gaslamp Quarter Hotel in San Diego for a conference that was canceled due to COVID-19. The booking page states it's non-refundable, but given the current circumstances, I kindly request a waiver. Please provide me with further information. Thank you.

We had a booking in Chicago for a business convention that got canceled due to the coronavirus. When we tried to cancel, we were informed we would not get a refund, so we decided to go on vacation instead. However, the owner informed us that the property had been rebooked, leaving us without accommodation. I expressed our expectation to receive the service we paid for, but he refused to cooperate and kept the cleaning fee unjustly. It feels like he's taking advantage of the situation and harming us financially. Our booking ID on vrbo is [redacted]ha. I am hoping to get a full refund, especially for the double-booked nights and the cleaning fee.

Dear Granada Inn Hotel, Our intended arrival date is Wednesday, March 18th. Due to Florida's Level 2 travel status and my responsibility as a caregiver for my elderly mother amidst the national emergency of the Coronavirus, I'm reaching out to inquire about a refund or a credit for a future stay. Although we are outside the standard cancellation window, given the current circumstances, I hope for your understanding. I did as advised on your website and contacted the hotel directly via email, only to be redirected back to you as I made the reservation through your platform. After a lengthy wait time with VRBO last night, then being informed to reach out to the hotel and now to you, I called this morning and was informed that you would handle the refund process as my credit card details are on file with you. Thank you for your attention to this matter. Sincerely, M.

Dear Sir or Madam, Booking number: HA-RSL01X, Property number: [redacted] I had to cancel my booking due to the travel ban and Covid-19. Even though it was outside the policy timeframe, I only received a 50% refund. I received an email from your company on 3/14/20 advising homeowners to provide full refunds. After contacting the property manager, I was informed they had no record of our reservation or payment, suggesting VRBO may have processed the refund. The property manager instructed me to reach out to VRBO for the remaining refund. I kindly request your assistance in resolving this matter promptly. Thank you for your prompt response. Best regards, Reto Rechberger

Yesterday, we were evicted by our landlord, Tom, who claimed our dog's weight violated the contract. However, I disclosed my dog's weight when I booked the property on March 8, [redacted]. While packing to leave, neighbors shared that Tom was known to be difficult. We had trip cancellation insurance and discussed leaving early due to the current situation but were asked to pay an additional $[redacted] on top of the $[redacted] we already gave. Tom sent us a message demanding payment and eviction by 11:00 am, March 15, [redacted]. Although we paid $1,[redacted], he claims it's past due. We are unsure what steps to take next.

Reservation ID: HA-V5QBZ1 I have a reservation in Canmore, Canada from March 23-28, [redacted]. On 3/13/20 at 7:30pm CST, I contacted the VRBO property owner to request a refund due to the COVID-19 outbreak and the US government's travel recommendations. Despite VRBO.com's guidance for full refunds in such cases, the owner cited their cancellation policy denying any refund. After reaching out again the next morning, I am still waiting for a satisfactory response. As I am now on hold with VRBO for over 17 minutes seeking help, I also plan to contact my credit card company for assistance. My primary aim is to secure a full refund for my reservation.

I recently cancelled a reservation at property HA-HH65LB in Burlington, VT for August 30 and 31, totaling $[redacted].30 with reservation ID [redacted]h. The property's website states a full refund for cancellations made more than two weeks in advance, which is the case here. After contacting the property, they assured me there should be no charges, but they haven't received any payments and advised me to reach out to Vrbo. Despite receiving an email from Vrbo denying a refund based on the property's policy, I believe I am entitled to one. I am unsure which credit card was used for the reservation due to recent fraud on my previous card. Additionally, I accidentally booked another reservation for $[redacted].41 in Burlington for the same dates. Could you please advise me on how to expedite the refund process to my credit card? Thank you. -Martin B.

I made a reservation for a VRBO property for a destination wedding in Palm Springs from April 30 to May 4, [redacted], Property #[redacted]. I didn't purchase cancellation insurance due to the circumstances. However, with the coronavirus outbreak and the cancellation of the wedding, I contacted the property owner for a refund. Unfortunately, he refused to refund the rental amount of $3,[redacted] citing a 'no cancellation' policy. Following his advice, I went ahead and canceled the reservation, leaving me without a rental property. I am aware that AirB&B is assisting customers during this difficult period and I'm disheartened that VRBO is not adopting a similar approach. It is disappointing that VRBO has not been more flexible in this situation, making me reconsider future bookings with them.

I am having trouble canceling a reservation on your website even though I can still get a full refund. I have called customer service four times and each time, I was placed on hold for over 50 minutes, only to be transferred around and eventually disconnected. I have only 2.5 hours left to cancel without penalties. I also tried contacting the owner 10 hours ago with no reply. This situation is unacceptable. Please consider adding a cancellation button on the website for easier access, or improve the phone service to assist customers promptly.

I have tried calling two different numbers to contact Customer Service at VRBO. Both lines were unable to connect my call. I urgently need to speak with someone there regarding a reservation I had to cancel. VRBO should refund me $[redacted].00 as instructed. Due to the virus situation, we had to cancel. Thankfully, the accommodation we booked kindly issued a full refund considering the circumstances. I trust VRBO will show the same understanding given the circumstances were beyond our control. We plan to reschedule our stay at a later time. May I receive guidance on how to successfully reach a customer service representative? I appreciate your assistance. - S.P.

I have a reservation with Property ID [redacted] under Owner Tony Madden, and I am experiencing difficulty receiving a full refund of $[redacted].00 for my cancelled trip from March 21 to 28 due to government advisories against travel amidst the COVID-19 outbreak. Despite the circumstances and various family members being essential workers in the medical field, the homeowner is unwilling to comply. AirBNB has been offering full refunds, but my request with the homeowner remains unresolved. I have put the charges in dispute with my credit card company, and I am seeking assistance to obtain my full refund as per the guidance provided by HomeAway and VRBO for homeowners during the pandemic.

I made a reservation for an apartment on Home Away/VRBO in May [redacted]. The daily rate was higher due to my attendance at the New Orleans Jazz and Heritage Festival in late April/early May [redacted]. I made my first payment at that time. The cancellation policy stated a 60-day notice required, February 28, [redacted]. Due to the Festival's postponement to October because of the Coronavirus pandemic and mass gathering concerns, I reached out to the manager on March 17th to inform them I wouldn't be able to travel. I am seeking a "penalty-free" cancellation based on Mr. Hurst's communication advising travelers on how to proceed during this pandemic. Thank you.

This evening, the Governor of California announced a statewide lockdown. Consequently, I am unable to travel to Hawaii and am seeking a full refund for my cancelled stay due to government restrictions. In light of current circumstances, the standard practice across the travel industry is to issue refunds for trips impacted by the pandemic, including services like Air B&B, airlines, hotels, and travel companies. Unfortunately, my credit card does not provide coverage for events like COVID-19. As a single parent and nurse, I invested substantial time and effort into planning this trip, which now must be called off. Given the uncertainties, rescheduling travel is not advisable at this time. Your cooperation in facilitating a refund from the rental owner is greatly appreciated. Regarding the property, despite being advertised as sleeping 4, there is only one King-size bed in the master bedroom, and the futons provided are not adequate. I can provide photos of the property as listed on your VRBO website and correspondences with the owners upon request. It is important to address this misrepresentation of sleeping accommodations at the property. Thank you.

I have a reservation booked in Florida through Vrbo for tomorrow with a group of 28 people. Due to the coronavirus situation, most of us are unable to travel, given the current restrictions in Florida such as closures of restaurants, beaches, and bars. We've also learned about the rule limiting groups to no more than 10 people - clearly not feasible for our group. Despite numerous attempts, we have been unsuccessful in securing even a partial refund. The amount I've invested in this trip is equivalent to over two car payments. It's frustrating that while other companies like Airbnb and airports are providing full refunds, Vrbo has not been accommodating. With the government urging people to stay home and avoid large groups, it seems logical that a refund should be granted. If necessary, I am prepared to escalate this matter to obtain the reimbursement I am owed. The lack of customer support on Vrbo's website is disheartening.

On March 20, [redacted], at 4:48 PM Hello, Since March 15, [redacted], we have sent numerous messages in French and English (24 pages) to the property manager of the reservation we have made and paid for from April 11 to May 15. Due to the Corona Virus (Covid-19) pandemic, we are unable to travel in the coming weeks and months. We believe that we will not be able to enjoy this vacation due to circumstances beyond our control, as even governments no longer allow us to leave the country. Therefore, a prompt response regarding the refund of the rental fees would be appreciated. This situation is beyond our control - "Covid-19." We are unable to change our vacation dates for this year; it is not possible for us. We are extremely sorry, but we are sure you understand that the situation is more than exceptional. This pandemic could not have come at a worse time... not just for us. To date, the Vacanza administrator has refused to collaborate on the refund. We have provided them with VRBO-HOMEAWAY's refund policy as requested by customers. We can also share all the correspondence with them, including copies of all the chat exchanges with VRBO in an attempt to resolve the situation. Please take the necessary steps to ensure that the refund is processed promptly. Rented through VRBO in October [redacted] for the period from April 11 to May 15, [redacted]... House # [redacted] Vacanza Rentals, LLC and reservation number HA-4H5NHQ - VRBO. Thank you for your understanding! And thank you in advance for your cooperation. We look forward to a positive response from you. Denis Maynard - Customer

Hello, I'm reaching out today out of frustration and a sense of helplessness. As a young professional who travels frequently for business within the country and internationally, I have had positive experiences booking accommodations through similar companies in the past. However, my first booking with VRBO on March 11th, [redacted] has been incredibly disappointing. Due to the COVID-19 pandemic, I attempted to reschedule my upcoming stay with my Toronto host, Kareem (property ID [redacted]), from March 21-26 to June 30-July 4. Despite numerous messages exchanged over 4 days, Kareem was uncooperative and claimed he couldn't make any changes to the reservation. Despite my efforts to assist him in understanding the platform's procedures, I was met with resistance. I reached out to VRBO support and spoke with two case managers who also faced difficulties communicating with Kareem. Despite their efforts, no resolution was achieved. It's disheartening to see how little support VRBO offers in situations where customers are mistreated and faced with inadequate customer service. I would have been willing to accept a 50% cancellation fee if rescheduling was impossible, but Kareem did not cooperate. My experience has left me without a refund, wasted time, and a sense of unease. It's troubling that VRBO's policies seem to enable hosts like Kareem to behave in such a manner without repercussions. If interested in reviewing the details, please refer to case #[redacted]1. I can be contacted at [redacted]. Kareem's contact information is [redacted]. Best wishes during these challenging times, S.F.