VRBO Customer Service Issues

Hi, my name is Russell Child. I unfortunately need to cancel our reservation. Our excitement for the trip had to be postponed due to unforeseen circumstances. We hope to reschedule in about three weeks, pending approval for my wife to take time off work once again as State Health Regulators are intervening at her nursing home following multiple Covid-19 related deaths. Despite the posted deadline for cancellations being today (June 29th at 11:59pm), we couldn't find a cancellation option online. After reaching out, we were directed to contact vrbo for a refund, but we believe the owner, not vrbo, should handle this issue. We're feeling frustrated as we seek a prompt reimbursement of our funds. Your attention to this matter is greatly appreciated. Thank you, Russ.

I had a non-refundable reservation at a Wyndham resort in Windsor, CA (Property ID [redacted]vb) from 6/26-6/29 for 4 adults with Reservation ID # HA-7QYWC7. Due to COVID-19, our event was canceled in April. I cancelled my booking with $[redacted].92 paid through VRBO (Confirmation #[redacted]42RCNA). Despite the resort being closed, the owners, particularly Heidi Lean, refuse to refund any part of my deposit. Heidi Lean assured me in May that the resort would open on June 1st, but it remains closed. Considering the circumstances and my non-refundable airfare, I believe a full refund is fair. Alaska Air promptly refunded my airfare without issue. I hope for a positive resolution. Thank you, Pamela Kiaha.

Hello, my name is Tania V. I rented a house in Isabela, Puerto Rico from June 26th to June 28th, [redacted]. The property number is #159278vb, and reservation ID is HA-C1K8KJ. I received an email confirmation. Upon arrival on June 26th with a newborn after a two-hour drive, the GPS led us to a church instead of the rented property. The owner informed us of a reservation mistake and offered a different apartment, which turned out to be unsatisfactory. Despite the late hour and exhaustion, we settled there temporarily. The second apartment was not what we expected, and to make matters worse, one air conditioner did not work. After a lengthy delay, the issue was fixed around 8:00 pm, causing us to lose a day and endure inconveniences. I reached out to Customer Support immediately on June 26th, but have yet to receive any follow-up, which I find disrespectful given the circumstances. This experience has been disappointing with poor customer service, and I hope for assistance in resolving these issues.

I made a reservation for the Fourth of July weekend in Big Bear through VRBO, recommended by a fellow traveler. I found a home listed as waterfront for that weekend. Prior to selecting, I chose "waterfront" from the drop-down menu on the site. I paid the owner in advance and communicated via VRBO texting. When I arrived, the property looked nothing like the photos - the house was a pine color, not barn red, with overgrown weeds. The staircases were unsafe with uneven steps. The entrance was through the back as there was no front door. Inside, there was a bedroom less than advertised, missing bunk beds, and the hot tub was dirty. Despite contacting the owner and receiving no response, I left with my guests as we couldn't stay. I am requesting a full refund of $2,[redacted]. My name is Alice C. Clarno, Property #367004HA, Reservation ID #HA-RQ4ZB7. I have refrained from sharing reviews or photos in hopes of a response from the owner. Thank you for your assistance. Best regards, Alice.

I have a reservation for this week under HA-24WRLW that I unfortunately need to cancel. My father passed away on 7/8, and I promptly informed the owner the same day about the situation and our need to cancel. Despite numerous attempts to reach out through messages, calls, and texts, the owner has not been cooperative. She suggested rescheduling for August 12 and 13, assuring the rental's availability but wants me to book online, necessitating a new charge. I requested a refund of the original [redacted].00 charge for two nights, which she has not addressed. Trying to contact [redacted], the supposed 24-hour customer service number, results in a message stating the call cannot be connected, adding further frustration. I am under a lot of stress dealing with this situation and would appreciate assistance given the circumstances. Thank you.

I am reaching out to VRBO regarding a booking issue. On June 11, [redacted], I made a reservation through HomeAway for a 4-night stay at Property No. [redacted] (Reservation ID HA-E7RqBvh). Two days later, I received an email from Mike Z Rentals stating that the reservation was canceled due to not meeting the HOA's 6-day minimum requirement in Naples, FL. The email assured a full refund, with a total amount of $[redacted].52. I have been refunded $77.00 for the Service Fee but am still awaiting the remaining $[redacted].52. Despite being patient, it has been over a month and the credit has not been processed. If I do not receive the credit by July 17, [redacted], I will have to escalate the issue with the Credit Card Company.

I have been waiting for my refund from VRBO since June 18, [redacted], but my credit card does not show any record of the refund transaction. I made the initial deposit on December 3, [redacted]. VRBO is asking for a screenshot of my credit card statements from December 3, [redacted], to July 14, [redacted], which I find unnecessary. My complaint has been escalated to the Production Team with Case Number [redacted]0, and I inquired about the response time but was only told it would be as soon as possible without a specific timeframe. I am now unsure if I will ever receive my refund and hesitant to use VRBO in the future. I have also reached out to the property owner but have not received any response.

I canceled my reservation a month in advance to avoid losing my deposit. Despite speaking to a VRBO representative, Nicole, who assured me my refund was processed on 18 June, I have yet to see the funds back in my visa account. Nicole recommended I provide a screenshot of my credit card statements from December to July, which I find excessive. She mentioned my case was escalated to the production team for review, but could not give a specific timeline for a resolution. I am eager to receive my refund promptly.

I've been using VRBO for the past 5 years. Recently, I booked a vacation rental in Anna Maria Island, FL on June 12th, when there were no Covid restrictions in place. I also purchased travel protection insurance along with paying in full upfront. However, on July 1st, Florida imposed several restrictions, prompting my wife and I to cancel our trip. Unfortunately, the realty agency (Duncan Real Estate) stated they would not issue a refund, which I understand. VRBO also could not guarantee a refund, which was disappointing. I had trouble accessing the insurance policy I had purchased on their site. Reluctantly, we rescheduled our trip to avoid losing $1,[redacted] and dealt with the health risks to follow through with our plans. I found the customer service process unsatisfactory and felt compelled to take a risk due to the lack of refund assurance from VRBO. Our state, Pennsylvania, even required a 14-day quarantine upon our return from Florida due to the situation. I believe I should be refunded in this case. - Michael G.

I attempted to make a reservation twice yesterday, but it was declined, prompting me to contact my bank. After speaking with various levels at the bank, I was informed that VRBO reached out to verify the address but did not process the transaction. Our account has sufficient funds, and there are no holds on it. Interestingly, charges for travel and damage insurance did go through. I just tried booking the reservation again and added the insurance once more for the coverage. I am currently waiting to see if it will be successful this time. Despite being on hold with VRBO for over an hour, no one answered. I am requesting a refund for the travel and damage insurance charges from yesterday's unsuccessful reservation. Your assistance is greatly appreciated.

Due to the global pandemic and the cancellation of a wedding we were attending in Pigeon Forge, TN, we will not be able to utilize Property [redacted]`Ha-N53X2P that we booked with Greg & Stacy McCampbell. Their refusal to provide a refund is disappointing, especially considering the unforeseen circumstances surrounding the pandemic. The necessity of booking insurance was not clearly communicated to me during my first experience using Vrbo in January [redacted]. I find it unreasonable that they are not willing to consider a refund given the situation, as no one could have predicted such a drastic event like a pandemic. As senior citizens with no other reason to visit Pigeon Forge, our only desire is to receive a refund for our booking. It is disheartening that the McCampbells and potentially Vrbo are not empathetic to the challenges presented by the current situation. Should this matter not be resolved amicably, I will escalate it to relevant authorities for further assistance.

I have been using VRBO for 5 years now. Recently, I booked a vacation rental in Anna Maria Island, FL on June 12th. Initially, there were no Covid restrictions in place at the time of booking. I had also purchased travel protection insurance with my reservation and paid in full upfront. However, on July 1st, Florida imposed several restrictions which led my wife and I to cancel our trip. Despite canceling our flight and car rental, the realty agency (Duncan Real Estate) mentioned they would not be able to provide a refund. When I contacted VRBO, they informed me that a refund was not guaranteed. I had trouble accessing the insurance policy on the site. We reluctantly rescheduled our plans and proceeded with the trip due to the hefty investment. I am disappointed in the customer service provided and the lack of refund assurance, especially given the health risks at the time. This experience will determine whether I continue using VRBO in the future.

I did not authorize VBRO to rent out our Pocono house at Property #[redacted] in Emerald Lakes, Pocono Summit, PA [redacted]. Too many unauthorized guests caused drama and VBRO made another booking without approval. Repairs are scheduled before the wedding on August 16th. The unauthorized guests caused issues and fines from the association. Please find them another rental in Emerald Lakes for a month and prevent future unauthorized stays. I believe my granddaughter accidentally removed me from the calendar. Please cancel my VBRO membership due to confusion and recent events. Unauthorized guests accessed our house with no contract, keys, or signed agreement. Please investigate how they gained entry on Wednesday. Kindly contact me at [redacted]. Thank you, Morgan.

I had reserved property [redacted], where it was mentioned that the pool heating was optional. However, upon contacting them, I discovered we would be sharing the pool and would need to make reservations due to COVID. We have cancelled our booking within 15-30 minutes and are seeking a refund of $[redacted]. We require private pool accommodations due to our daughter's disability. Looking forward to your prompt response. Thank you, Jenny F.

I rented a unit in July through VRBO in South Padre Island, TX. When we arrived, it was immediately clear that we had been scammed. The unit was in terrible condition. The landlord refused to refund our money despite the false advertisement of the unit. Some of the issues we encountered include: - Master bedroom had NO furniture as advertised, only a soiled king mattress with no mattress pad, makeshift nightstand, and stained sheets - Dirty floors, sofa full of sand and food, refrigerator and freezer unclean - Broken shower rod, toilet seat, and dirty bathroom mats - Roaches and insects present - Mold on AC unit and walls - Lack of privacy due to broken shades - Unprofessional owner who was unwilling to address the problems Overall, the experience was disappointing and unacceptable.

We had booked a vacation rental in Orlando, Florida through Vrbo for August 1 to August 8, [redacted] (Property ID: [redacted], Reservation ID: 5HU55C). We paid a total of $[redacted] for 9 adults and 5 children. Due to the new vacation requirements in Florida and the restrictions in place, two of our guests are nurses and we are unable to travel. We kindly asked for a refund or to reschedule our stay but were informed that we would lose everything if we didn't go. This situation is concerning, especially during these challenging times. We hope for a better resolution. Thank you.

We paid over $3,[redacted].72 for a beautiful resort for a one-week family vacation. We were disappointed by the lack of cleanliness and security at the location. Bats were found inside the property, causing a distressing experience, especially with young grandchildren in the house. We had to deal with bats flying through the living space and took measures to ensure our safety, including a visit to the emergency room for possible bat exposure. The negligence of the owner in maintaining a safe environment is unacceptable. We are seeking a full refund for our traumatizing experience and additional reimbursement for the hospital visit. It was a vacation filled with fear and discomfort, leading us to cut our trip short. We urge the owner to address this issue promptly and refund our payments as discussed. We have evidence through photos to validate our claims.

I had reserved a beach house at [redacted] James A Street in Rehoboth Beach, DE for two weeks in July through Mann and Sons, Realty. Unfortunately, due to Covid-19 concerns, I had to cancel my reservation. The property was relisted on VRBO, and the first week was successfully re-rented, but I noticed the property was no longer available on VRBO for the second week. I had discussed the possibility of a "flexible credit" with Joe Cascio, the Realtor, to apply my payment for the second week to a future booking if I couldn't re-rent. I reached out to Joe regarding this arrangement for a future booking in July or August of [redacted] but have not received a response. I am seeking clarification on why the property is no longer listed on VRBO, details about the "flexible credit" policy, and if there is a way to communicate directly with the property manager or owner about this matter, considering my high-risk status for Covid-19. Any assistance is appreciated.

During our stay at [redacted] CJF in Fripp Island, SC, we found the property to be inadequately cleaned. The tile floors in the bathrooms and kitchen were dirty with grass, pine straw, and dirt, indicating they were not mopped. The kitchen floor had an uncleaned coffee spill, and the light over the kitchen table was streaked with dirt and dust. We noticed that the downstairs air vents were covered in mold, rust, dirt, and cobwebs, causing concern for air quality during the COVID times. My health was affected as I started coughing and choking. The front upstairs bedroom had only one fitted sheet, and the pillows had an unpleasant odor. The bedspread and towels were not clean, and basic amenities like a top sheet were missing. The blinds were dysfunctional, a closet door was off track, a lampshade was broken, and the back bedroom's screen door and glass sliding door were dirty and in disrepair. Even the towels were folded wet. These issues raise doubts whether the property was properly cleaned by a maid before our arrival.

I recently rented a cottage in Maine for the week of August 15-22. The rental was advertised as having air conditioning, and even a review from a previous renter in [redacted] mentioned the A/C. However, after I made the final payment, I received information from the owners stating that there is no A/C, only fans available. I have metastatic breast cancer and experience constant hot flashes and excessive perspiration due to my medication. I struggle with heat and it leads to shortness of breath, chest pain, and anxiety. I chose this property specifically for the A/C. I can't afford to lose the money I paid for this rental. I feel misled and unsure of what options I have. How should I handle this situation? Thank you, Dee L.