VRBO Customer Service Issues

I have a reservation ID HA-G1N7ZD for Property No. [redacted] that was cancelled. When I paid the deposit on October 28, [redacted], my paperwork stated that I could cancel for free until July [redacted] and receive a [redacted]% refund. I also have an email from the host Spiros dated October 27, [redacted], confirming this policy. I had to cancel on July 15 due to COVID rules in my country. When I tried to view my refund details by clicking the link provided, nothing happened. It has been almost two weeks, and I have not received any information from VRBO. Despite emailing the host three times, he explained that VRBO handles refunds and he cannot assist. I am puzzled as to why VRBO has not provided any updates on the refund that was guaranteed at the time of booking, without any COVID-related refund restrictions that are now mentioned on their website.

Regarding Reservation HA-PJHFVD for July 6-12, [redacted], I am writing to address the issues we encountered during our stay at the property. Despite our attempts to communicate directly with the host as requested, we were unable to do so through the VRBO website and were only able to receive responses via VRBO email. The host did not adequately address our concerns about the lack of AC, malfunctioning thermostat, and poor television reception in the great room. Although the host was aware of these issues, the solutions provided were not satisfactory, such as being asked to help remove a window AC unit from the host's car. We have submitted an honest review a week ago that has not yet been posted, while newer reviews from guests who stayed after us praise the AC quality, which implies that there was an issue during our stay. We are requesting a 30% refund of our fee, and our future use of VRBO will depend on the resolution of this matter. Thank you for your attention to this matter, and we await your response.

I noticed that a guest, Charles C Puckett, left a review which I cannot see yet. The review queue says "14 day window", but it has been 14 days already. I'm confused if the review is being reviewed by VRBO or if it's already successful. Also, another guest, Deann Gadalla, is missing from the review section, and I can only rate guests but not write a review. Is "REVIEW" and "RATING" interchangeable when referring to guests? I'm uncertain about the process despite using help tools. Clarification would be appreciated as I'm missing the chance to submit reviews for my guests.

I canceled my reservation upon arrival because the property did not match the description in the advertisement. The owner provided a partial refund and suggested contacting you for the remaining amount. The property, ID#[redacted]7, Reservation ID HA-5M6BVP, was booked for 2 adults from 06-Aug-[redacted] to 08-Aug-[redacted] for 2 nights. Despite being informed that a full refund would be issued by the owner, I only received a partial refund. I did not stay at the property due to discrepancies from the ad, as outlined in my previous complaint with case number [redacted]1. The case was closed without addressing the reasons for our early departure. I kindly request a refund of the outstanding amount, £20.36, be processed within the next 5 days. Otherwise, I will escalate the matter to my credit card company for a chargeback. Please respond promptly. Sincerely, Colin Tym

We decided to leave the property shortly after arrival last night and cancelled our reservation this morning due to safety concerns. There was an issue with the heater as heat was being emitted despite the warm weather. We reached out to the owner about this but did not receive a response, leaving us unsure about the safety implications. Furthermore, we found discrepancies between the property description and the actual features. The listing mentioned 2 entrances, but only one was accessible and posed safety risks due to steep, slippery stairs. Additionally, the lack of keys for entry, missing amenities like the canopy umbrella, and the malfunctioning air conditioner in the bedroom added to our discomfort. The absence of the area information manual and the owner's failure to address our safety concerns have led us to request a full or partial refund for the booking. We appreciate your attention to this matter.

On Monday, I contacted your support team to cancel my listing due to a prolonged illness that forced me to close the property. Reference number: [redacted]. The VRBO Chat representative confirmed that my listing was hidden. Despite this, I received another booking inquiry on Tuesday. I reached out again, and I was assured the listing was hidden. However, I still received another availability request yesterday. I contacted VRBO Chat but could not delete the listing because I only have traveler account access. I received an email from 'GetHuman' suggesting a phone call, but due to hearing difficulties, I prefer written communication. I kindly request the cancellation of the listing as it will not be reopened for reservations. Thank you. - CB

Hello, I reached out to VRBO yesterday to cancel reservation # HA-K6F0Y. I was reassured that they would contact the host to confirm the cancellation at the full price due to my daughter's recent COVID diagnosis. The host also called me to verify the cancellation. Today, the host informed me that his unit is still shown as unavailable for my initial dates of August 21-28. Despite contacting VRBO twice today, they insist the reservation is not cancelled. I was informed by customer service that they need to speak with the host again. While on hold, the first representative's call got disconnected. When I tried calling back, the second representative hung up on me. I am hoping for a resolution where the owner can list their unit as available and I can receive the full refund as previously agreed upon. Thank you, Pam G.

I made a booking for a property on Vrbo #[redacted] with host Melissa Sjogren for the Modern Farmhouse Lakeside Retreat. Melissa offered to rent the property through Pen & Cob LLC and provided her address at [redacted] Birch Lake Road, Melrose, MN [redacted]. She can be contacted at [redacted] or [redacted] The rental property address is [redacted] Alcott Drive, Sauk Centre, MN. I verified the property's existence by visiting it. However, I can no longer access the Vrbo listing to check details like photos, rates, and availability. If the listing has been taken down, I am unsure if this is a concerning sign. I have a call scheduled with Melissa later to finalize the booking. Any advice on this situation would be greatly appreciated. Thank you. Sharon K.

I recently rented vacation home #[redacted] from 7/19-7/22, and left a review expressing my disappointment with the stay. Unfortunately, the cabin was damp and had a moldy smell, leading us to cut our vacation short due to allergies and breathing difficulties. After seeing a new review of the same cabin insulting our feedback, I find it unacceptable. The reviewers claimed the smell wasn't dampness but mothballs, which I believe are used to cover up the moldy scent. To make matters worse, the owners never reached out to address our concerns. It's disheartening to have our honest opinion disrespected like this. I'm left wondering about the integrity of VRBO – could this be a scheme to discredit negative reviews? It's frustrating to have someone disparage my review without cause.

Regarding my holiday stay with reference HA-41M2ST at property number [redacted], I wanted to address some concerns about the cleanliness rating provided by the hosts. Despite thoroughly cleaning the fridge, worktops, bathrooms, and other areas with antibacterial wipes, sweeping the space, disposing of trash, and even visiting the recycling bank, I was surprised to receive a low score for cleanliness. I am unsure about what I might have missed. Additionally, receiving a 3 out of 5 for the overall rating and no stars for adherence to household rules has left me perplexed. I have not been able to reach out via email to discuss these scores, as the system keeps indicating that the email address provided is incorrect. These ratings are important as they are visible to other hosts and may impact future bookings. My family thoroughly enjoyed our stay at the property and rated it highly despite a minor issue with the toilet seat. I would appreciate feedback to understand the low ratings better as we hope to rent the same location next year.

Hello, my name is Anna. I made a booking in Paris on the 18th of September with the reference number #[redacted]vb for the 27th. The policy stated that if I cancel by the 20th, I would receive 50% refund. Despite my efforts to cancel by messaging the landlord in French on the 18th and 19th, followed by an English message on the 20th, I received no response until after the deadline. This led to confusion as the landlord claimed I needed to contact VRBO for the refund. I felt misled by the process and the lack of communication. I have had better experiences with Fewo direkt in the past, and after this ordeal, I will not be booking with VRBO or Fewo direkt again. Thank you. Sincerely, Anna.

I am very disappointed with the customer support I received after the owner cancelled my booking on VRBO. Last week, I was informed that my refund for the service fee, taxes, and insurance had been processed, but I have yet to see the credit on my Amex card. During my call today, I was informed that the traveler, not the owner, canceled the reservation and that VRBO does not refund the insurance. I was also asked to provide a screenshot of the refunded amount. The owner's message shared below corroborates the refund made from their end. I have used VRBO in the past and was planning to continue in the future, but the lack of adequate customer service in this situation is making me reconsider my choice. The Property ID is [redacted] and the Reservation ID is HA-DVX6VQ. Sandy's message on Sep 23 stated, "Hi Pam, We have processed a full refund from our end. VRBO refunds their fee separately. Please contact them directly for an ETA on when those funds will be returned to you. - Sandy"

I made a reservation through Evolve on VRBO (reservation number [redacted]), but my payment was claimed to be unsuccessful, resulting in the cancellation of my booking. Despite confirming that the payment went through, the reservation was not reinstated. Evolve offered the property at a new higher rate instead. I declined and expressed my distress over the situation to them. They mentioned contacting the owner about potentially accepting my original payment. If not, I would receive a refund for the service fee. Comparing alternatives revealed higher prices. I am anxious about this ordeal and seek either honoring the initial agreement or securing a similar property at the original rate to ensure a pleasant vacation experience.

I found this tip on the VRBO website. It took me a few tries to understand, but here's how you can do it too. Click on each "unbookable date" individually, then go to Advanced Settings. - Log in to your account. - Choose the listing if you own multiple rental properties. - Go to Calendar. - Click on a date or date range. - Access Advanced Settings in the Manage dates section. - Choose the days when travelers can check-in or check-out. - Make sure you have at least one check-in and check-out day selected. - Save your changes. If there's a warning icon on your calendar, it means travelers can't book on those days. You may need to add more check-in and check-out days or allow shorter stays to fix this.

I made a reservation with the number #HA-46M948 for property [redacted] and purchased the trio insurance. I recently received a message indicating that the VRBO calendar was not up to date and that the property was already booked. To receive a refund, I had to cancel my reservation, which I have done. However, I have not been refunded for the insurance I purchased, which should have been refunded since VRBO canceled the reservation. I would like this matter to be resolved promptly. Thank you, J. Watson

We had to cancel our upcoming trip due to both of us testing positive for COVID-19 three days before our scheduled trip. The host is unwilling to cooperate and mentioned in VRBO messages that they will refund most of our money for a future trip only if they can rent the property for our dates. Otherwise, they will only refund our $[redacted] deposit and cleaning fee, along with various other charges for services not provided. The property was available yesterday for our dates but is now shown as unavailable. I have discussed this with the host, and she claims the property was not rented out during our intended stay. I believe you can verify this information easily. We acted responsibly by not risking the health of others and staying home due to COVID-19. However, we now face financial losses totaling $[redacted], which feels unfair given the circumstances. I am seeking a fair refund and, if the property was rented out as per VRBO, a full credit for a future stay. I also would like clarification on the property's sudden unavailability, especially when other properties managed by the same individual are still available. Property: P27-[redacted] 13th Street Reservation ID: WR131224 Property Manager: Leslie Christensen American Coastal Vacation Rentals, LLC

I made a 2-night booking in Indianapolis for my daughter's wedding, staying at a Luxury Spacious 2-BR apartment on N Pennsylvania St. The location was pivotal due to my husband's health issues, but upon arrival, we discovered the actual address was different and far less convenient for us. The owner was unhelpful and dismissive when we raised our concerns and requested a refund. VRBO's customer service also failed us, stating the owner had the right to withhold the property's address until after the refund deadline. This lack of transparency and support from both the owner and VRBO has left us feeling deceived and disappointed, especially compared to experiences with other rental companies like AirBnB. I hope VRBO reconsiders their stance, reviews our communication with the owner, and rectifies this situation for the sake of customer satisfaction. Thank you for your attention to this matter.

On January 11, [redacted], I canceled a condo booking with you on Maui. Initially informed it wasn't available, 10 minutes later, it became available. Despite canceling as I found another place, my refund of $[redacted].76 has not been processed. I canceled again on 10/27 upon learning I still had the booking. I was assured a refund when I contacted you. Your website states refunds take 5 to 7 days; however, it's been 34 days now. I am seeking immediate clarification on the refund status.

I am facing some confusion with my accounts. One is joannesampson16@ google.com (which is not valid) and the other is [redacted] I recently made a booking that I canceled for property #[redacted] HA7PDBBY. I want to ensure that this booking is indeed canceled and that my credit card gets refunded the $[redacted].00. I am unsure which account this booking was associated with. Could you please delete the joannesampson16@gmail account for me? I would appreciate it if you could confirm the cancellation and inform me about the expected timeline for the refund to reflect on my credit card. Thank you, J. Sampson.

Hello, I authorized a payment of [redacted].98 € for a rental, which includes [redacted].98 € for rental and a [redacted] € refundable deposit. Unfortunately, my bank initially declined the full amount but later approved the rental cost of [redacted].98 € only. As a result, VRBO did not accept the partial payment and my rental is pending. My bank assured me that the [redacted] € deposit will be released within the next 4 hours. I am seeking assistance on how to proceed with VRBO to confirm my rental. Any guidance on resolving this situation would be greatly appreciated. Thank you, - B. S.