VRBO Customer Service Issues

I booked a reservation and during payment, an iMessage stated the dates were unavailable. I proceeded to book with another owner, resulting in charges for both bookings. I promptly canceled one within five minutes, but was still charged for both. I have disputed the double charge with my credit card company. Despite also filing a claim with VRBO, there has been no response yet. The credit card company mentioned they are unable to assist as VRBO considers the charges legitimate.

I had a confirmed reservation for property #[redacted] with Reservation ID HA-CD3BB4 from July 1, [redacted], to October 31, [redacted]. My credit card was charged, and I received a confirmation notice from VRBO. Recently, I got an email informing me that the property manager cancelled the reservation because it exceeded 2 weeks. There was no mention of this restriction in the listing, and VRBO confirmed our booking. Despite my attempts through calls and emails, the property manager has not responded. I am very disappointed with the handling of this situation and seek assistance in resolving this issue.

My family and I had a reservation made before the COVID-19 situation worsened. I reached out to the property manager about our concerns because of the pandemic. She mentioned that if she could get someone else to book the place, she would refund our money. However, it seems like the place has been booked by someone else, and now she is not responding to my calls and messages regarding the refund. Even though there is a no refund policy, she had assured me over the phone that we would get a refund if the place got booked. This is why we agreed to let her open the reservation back up in the first place, to give options to those who still wanted to go and those who didn't.

Due to COVID-19 travel policies, my university requires me to cancel and rebook my Cincinnati, OH trip for the same dates. I have received approval for a [redacted]% refund from the property owner, which includes VRBO service fees. I plan to rebook the same property right away. Thank you.

I booked a reservation through VRBO and added insurance. Unfortunately, we had to cancel the trip due to Summit County Health regulations prohibiting multiple households in short-term rentals. Consequently, my sister-in-law's family canceled joining us. Currently, I have over $5,[redacted] stuck in limbo while the insurance company assesses my claim. An email mentioned it could take more than 30 days to resolve. I'm left responsible for the balance until the refund is processed, potentially incurring credit card interest. Is there any assistance VRBO can provide to avoid disputing this charge? Thank you.

In August of this year, we booked Property ID: [redacted] in Tahoe, California through Vrbo for $5,[redacted].50 for a stay from Dec 29 to Jan 3, [redacted]. The deposit was paid initially, with the balance settled on Nov 30, [redacted]. Recently, I was informed by Sandy Schrader from Alpine Ventures about restrictions limiting property use until Jan 1, [redacted]. Given the circumstances, I couldn't accept a credit due to travel constraints. However, when canceling, I was surprised to find out there would be no refund. Sandy suggested contacting Vrbo for a refund, though Vrbo clarifies they are not involved in member agreements. I have raised a dispute with Chase for the $[redacted].87 charge, still seeking the return of the $[redacted].63 deposit. Contacting Vrbo and Alpine Ventures did not lead to a resolution, so I hope to sort it out through the credit card company. - Robert C. Email: [redacted] Phone: [redacted]

Good afternoon, I have a reservation under #[redacted] for Candee T. Hillery. I encountered an issue with my booking as there was a prior indication that I could adjust my check-in date to today, the 14th. However, it is now being communicated that this change cannot be accommodated. To fulfill a 3-night stay and check out on the 17th, I kindly request that the check-in date be corrected to 12/14 and the check-out date to 12/17. This trip to Illinois is essential for business and was rescheduled due to weather and COVID-19 concerns, resulting in the delayed booking. I seek your assistance in rectifying the reservation to ensure a successful visit to Illinois. Respectfully, Candee T. Hillery

I am the owner of two properties, Clos de Kaline [redacted] and Clos des Glycines [redacted] in Lésigny, France. I am confused about receiving repeated requests from Abritel for my passport, IBAN, and address confirmation. Despite contacting Abritel Premium at [redacted] and submitting the required documents multiple times, I received another email yesterday from "[redacted]" requesting the same information. To address this issue, I can be reached at [redacted][redacted] or [redacted] or [redacted] Can you advise me on what steps to take? Is there a way to contact a Vrbo representative directly? Thank you, Kind regards, Françoise Alexandre

I made a reservation on VRBO on November 8th for December 18-20. The charge of $1,[redacted].00 was made to my card on November 9th. Despite trying to contact the host for check-in instructions, we have not received any communication, leaving us uncertain about our plans (as today is the check-in date). VRBO attempted to reach out to the host but was unsuccessful. One VRBO representative mentioned that we should receive instructions by 3 pm, which is the check-in time. It's challenging for us to travel far to the house without knowing if there is a key or what to pack. Please note that my parents are also VRBO renters and mentioned that VRBO holds the full amount until check-out to pay the host. Our request is for a full refund as VRBO and the host have been unresponsive. Thank you for your assistance.

I had reserved a house in Spain on Abritel with booking dates from January 16 to 30, [redacted]. Unfortunately, due to travel restrictions, I had to cancel the reservation on November 9. The booking reference is HA-Y26K1L for Location #[redacted]ha. I canceled by messaging the homeowner on the Abritel site, and they acknowledged the cancellation. However, I now realize that I might not have followed the correct cancellation process on the website. The website is now asking for the remaining rent payment, but I fear I may lose the initial down payment since I didn't cancel correctly. I would like a refund of the down payment or a voucher for future use when travel restrictions are lifted. Thank you for your assistance, and feel free to contact me for further discussion.

I booked 7 nights at a place, but the owner informed me of a double booking for the first 2 nights. My family is coming, and we need accommodations for all 7 nights. Other nearby options are much more expensive due to the last-minute notice. I can get a full refund, but that doesn't solve the problem of finding a place for my family. I suggested having my family pay the difference for a place near the original reservation for 7 days or booking a place for 2 days with the price difference covered. The phone representative only offered options of staying for 5 days or getting a refund, which doesn't address the first 2 nights. They mentioned they can't assist me in booking a new place until the 26th, which might be too late.

Hello, I own Villa Le Perchoir listed on Vrbo #[redacted]. I am writing to inquire about the status of request HA-ZGBMBC. I have not received any payment confirmation, but the dates from Dec 27, [redacted], to Jan 3, [redacted], are currently marked as booked on the calendar. I would appreciate an update as I need to respond to another guest who has also requested these dates. Thank you for your prompt response. Best regards, Michel

My spouse and I have a reservation at The Villages in Houston from Feb 6 to March 6. Due to my health condition as a 73-year-old with type 1 diabetes and my husband being 83, our doctor advised against traveling due to the current risks. Our booking account number is [redacted] under the name Karen Van Nort. We are seeking assistance on how to cancel the reservation without incurring any fees. Our email for verification is [redacted] We have family in Houston, and if not for the current situation with COVID, we would not be in this position. Appreciate your help with our request.

I made a reservation for a stay in Eagle, Colorado on October 2, [redacted], for December 23-25, property ID# [redacted] and Reservation #HA-Z2QPVD. Unfortunately, the owner canceled last minute due to overbooking, promising a full refund. He removed the property from VRBO on the same day. However, I have yet to receive the $[redacted].29 refund. I would like this amount refunded to my Regions Bank charge card, the same card used for booking. I can be reached at [redacted] or [redacted]. Thank you, Tammy L.

I canceled a reservation where a refund was not applicable, but the host mentioned honoring a refund due to the pandemic. I need assistance from VRBO regarding my canceled reservation and the current status of the payment. Both the host and I have not received the refund yet, so I am concerned about the funds. I would appreciate speaking with someone who can clarify the situation. Thank you.

I am seeking assistance due to a devastating situation. I had to cancel my 19th family Christmas stay on the Oregon coast in December last year because of COVID restrictions. Despite purchasing insurance, the claim was denied, leaving us in a difficult spot. The large rented home in Tillamook County, OR, could only host 8 people, making it impossible for our family of 14 to gather as is our tradition. Some family members were also restricted by different county regulations. I have been a loyal VRBO customer for many years, using their services for numerous trips across the country, investing significant amounts of money. The rumor about neighbors reporting gatherings exceeding limits is concerning and could have serious consequences. I hope for a resolution, possibly transferring my reservation to next year or finding a way to share the booking. Your understanding and support in this matter would be greatly appreciated. Thank you in advance. Mary Rusk

To whom it may concern, Last year, I rented a house in Rockaway Beach, Oregon with House ID#[redacted] for 5 days in April. When Covid-19 hit, the owner Trin asked us to reschedule rather than cancel. We moved the booking to this year from June 22nd to June 26th. Unfortunately, due to the impacts of the virus, many people who were supposed to join cannot anymore due to job losses and financial difficulties. I requested to cancel the booking, but I was informed it could only be rescheduled again, not canceled. I am puzzled by this policy as I am providing a 5-month notice, and a beach house like this should be easy to rebook, especially in mid-June with low tides. I would appreciate any assistance with this matter. Rick T.

Our confirmation is HA-VDEpVex for booking a house for the weekend of 11/20 to 11/22 to celebrate Thanksgiving with our families. Despite normally testing negative for Covid before our trips, my sister, who works for the school district, contracted Covid from a coworker. We promptly informed the property manager and expressed our desire to proceed with the vacation without her family or receive a full refund. The property manager promised to relay our situation to the owner for consideration. I contacted Vrbo for a service fee refund for Case #[redacted]1 ending in Visa [redacted] with a charge back of $[redacted]. Despite this, a Vrbo representative named Steven Fields declined the refund and refused to escalate the matter or let me speak to a manager. I felt frustrated with the lack of cooperation. We were also concerned about the property being rented out since our reservation was canceled last minute, making it difficult for the owner to re-book. We are patiently waiting for a resolution and hope that our concerns are addressed appropriately.

We have used VRBO several times successfully over the years to stay in the Florida area. We are retired snowbirds from Bedford, Nova Scotia, who had booked a home in West Rotonda, Florida, (VRBO #[redacted]) from Rhenda and Joe Rizzo. We made payments totaling $[redacted] for a month-long stay in April [redacted]. Due to the escalating COVID-19 pandemic, particularly in Florida, we felt it was unsafe to travel. While we received refunds for our flight, health insurance, and car rental, getting a refund from the Rizzo's has been challenging. Despite numerous attempts via phone, email, and text, we have not received any response from them. As retirees, financial concerns are significant for us, especially considering the unforeseen impact of a global pandemic. We hope to either receive a refund from VRBO or the Rizzo's as we believe this situation warrants a full refund. Thank you for your attention to this matter.

I recently arranged a trip to Gatlinburg, Tennessee through VRBO. Unfortunately, my wife and I experienced a setback with COVID-19 and had to cancel. Despite purchasing travel insurance for the trip, our claim was denied. We followed all the necessary steps, but the insurance company refused our request. We are seeking a refund or an alternative stay at the same resort or a similar location as compensation. Thank you.