VRBO Customer Service Issues

I'm trying to get in touch with VRBO regarding our booking. The cancellation date was originally set for Saturday, 4/12, but due to the UK government changing its testing and quarantine rules on 5/12, we've asked the owner to cancel, and they agreed to refund. Unfortunately, I'm having trouble reaching someone at VRBO and navigating their website. I've tried calling the US phone number, but the hold time is very long. We can't risk traveling from 3/1/22 to 8/12 with the uncertainty of additional PCR tests and quarantine. The owner has been very understanding, and I've already paid in full. Any advice on what to do next?

I reached out to VRBO regarding a refund issue for a property cancellation within the required timeframe. The owner confirmed the cancellation on November 29th, but I have not received the refund. Despite my clear cancellation request and communication with the owner, the property was not officially canceled. I have contacted VRBO over the phone and was provided with reference number [redacted]8. I have documented proof of my correspondence for cancellation and refund request. If any additional steps were necessary, it should have been communicated to me by the owner. Thank you, C. K. Phone: +47-[redacted]5 Website: knill.no Org. No: [redacted]62 Bank: [redacted] 13 [redacted]

I am currently on a cruise and need access to my VRBO account with the ID #[redacted] to confirm a reservation for Tobert Teague. My account got locked because I couldn't enter the verification code provided. I requested the code to be sent via text and phone call to my number [redacted]. Unfortunately, being on a cruise is making it impossible for me to receive the code. Can you help by sending the verification code here for me to proceed with accepting the reservation? The security question is "Joyce." Thank you. Betty M.

Hello, I had to cancel my trip due to COVID-19 and government restrictions. I received a refund of $[redacted].79 on a payment of $[redacted].28. Hotel.com confirmed I would get a full refund. I reached out to the apartment owner, and they advised me to contact you. Attached is a copy-paste of the message stating I would be fully reimbursed. Please resolve this issue. Confirmation #: [redacted] The unit is booked under the name of Isabelle Angers. Room Property - Max 6 people, 2 bedrooms, 2 bathrooms, [redacted] m² Check-in Monday, December 27, [redacted] (From 4 PM, local time) Check-out Thursday, December 30, [redacted] (Before 11 AM, local time) Stay: 3 nights Cancellation Policy: You agreed to the property's cancellation policy: Non-refundable reservation If you modify or cancel your reservation, you will not receive a refund or credit for a future stay. This policy applies regardless of the COVID-19 pandemic, subject to local consumer protection laws. You paid $[redacted].28 for this booking. You will receive a refund of $[redacted].28.

I have a reservation in Port Charlotte, Florida from 2/12 to 2/26/[redacted]. Unfortunately, my husband has new cardiac issues and is immunocompromised. Given his recent hospitalization for cardiac problems and the loss of a family member, our trip in February is no longer feasible. With the new Covid variant spreading rapidly, the risks are too high. I contacted the host and was informed that if I had cancelled ten days ago, we would have received a full refund, but now it might only be 50%. The property ID is [redacted]5 and reservation ID is HA-DDV8X4. Thank you, Robin Richards.

I recently updated my email and need it changed on my account before my old email is deactivated. I was told the change would happen, but it hasn't been done yet. The current email on my account is [redacted], and the new one I want to use is [redacted] My name is Scott Fowler, and you can reach me at [redacted]. Feel free to contact me for any additional details you may need.

I seem to have misplaced my VRBO confirmation number. Unfortunately, my email is currently not functional. I have made a reservation for a 9-day stay in Santa Marta, Colombia at El Penon del Rodadero from December 28 to January 6. I am struggling to reach the owner as communication requires my email, which as mentioned is not working. My name is Karl W. and due to the email issue, please contact me via my cell number: [redacted] (USA). I have attempted to call [redacted], however, although the call goes through, I receive a message stating they are unable to take my call.

We booked through VRBO, and the agency changed to TurnKey. Our experience was terrible. We immediately contacted TurnKey with a detailed punch list but had to address most issues ourselves. Daily, we discovered new problems like dirty dishes and pots and pans covered in mold. The condition of the rental was subpar for vacationers: the upstairs deck was unusable, gas lines for the fire pit were not working, and the furniture was in poor shape. Despite promises from TurnKey, we received no follow-up. We have rated our experience a 2 and are escalating this to the local company, VRBO, and the owner. I have attached the punch list for reference.

Property ID: [redacted] I'm Stephanie G., and I want to share an update about my reservation (Dec 31 to January 5) that got canceled by the owner and then by management company, Evolve. I received an email explaining the situation. I'm looking forward to a prompt refund of any service fees from VRBO to my debit card. Hello Stephanie, I am Roland from Evolve, and I am providing an update on your upcoming reservation. Following discussions with the property owner due to service issues, we regret to inform you that your reservation has been canceled. Confirmation Number: [redacted] You will receive a full refund of all payments made to Evolve, expected to reflect in your account within 3-5 business days. Please note that any third-party service fees are not included in Evolve's refund and should be addressed directly with the respective website for clarification.

I am a VRBO host with two properties. Unfortunately, one of my apartments has been "hidden/restricted," and I am struggling to reactivate it no matter how many times I have tried. I did not hide my property, and I suspect VRBO restricted it due to three cancellations. While I understand their policy, I need assistance in restoring my listing as I currently lack the access to do it myself. Can someone help me with this issue? Thank you.

Unfortunately, my booking was canceled due to the host's inability to secure the necessary documents for our stay at their property. I am currently seeking a refund to book another accommodation. Here is the message from the host: "I regret to inform you that I tried to obtain a Covid certificate for Villa Frangipani in St Lucia, but was unsuccessful. Please contact VRBO for a refund. I apologize for the inconvenience, but Covid restrictions are impacting St Lucia. If needed, you can reach me at 44 [redacted] [redacted] [redacted]. Apologies, Dylyn R. Dalton"

I made a reservation for a trip to Toronto via VRBO for Nov. 25-Dec. 23, [redacted]. The host requested my driver's license for security, and after providing it, the booking was confirmed. However, on Sept. 24, VRBO informed me that the host had canceled my reservation due to unavailability. Despite the host denying knowledge of this, I was refunded the amount, albeit with an exchange rate deduction. VRBO could not find a similar rental. Later, I noticed the host had relisted the property at a higher rate, indicating it wasn't about availability. The host did not respond to my inquiries or offer to rebook at the original rate. VRBO's response was unsatisfactory, and they did not seem surprised by the situation. I feel disappointed that VRBO lacks a mechanism for renters to review hosts who cancel reservations, and I am frustrated that my vacation plans were disrupted without any remedy from VRBO.

We had a weekend getaway planned, but unfortunately, a family member passed away, and we tested positive for Covid. We reached out to our host at VRBO for help, but they were unresponsive and unhelpful. Despite knowing we couldn't get a full refund, we hoped for some understanding. The lack of customer service was disappointing. We have used Airbnb frequently and will no longer use VRBO. When we tried to cancel due to our circumstances, the response from the host and the rental agency, Aunt Bugs Cabin Rentals, was unsympathetic. We are now being charged random fees by VRBO for a booking we didn't use. It's frustrating to pay for services we didn't receive, such as cleaning and dog fees. We are dissatisfied with the handling of the situation and will be leaving a negative review. Our host was Shawn Spiezio, and the property was in Townsend, Tennessee. We are eager to see how VRBO will address this issue.

Good afternoon. I am seeking help regarding a canceled reservation for a trip to Meeker, Colorado from April 9th to 15th. The reservation promised a full refund. I informed the owner, Karla, that the original account used for payment is closed and requested a refund to a different account. Although it seems like a refund was processed, Karla has not responded to my messages via phone, email, and text. My concern is that if the refund was sent to the closed account, it would be rejected by my bank. Any assistance would be greatly appreciated. You can reach me at [redacted] or [redacted]. Thank you. - Derek A.

Reservation#: HA-V82FPG Property ID: #[redacted] Hello, I reserved a VRBO from 1/2 - 1/6 but had to cancel due to my entire family contracting Covid. The property owner refunded me a portion of the fees ($[redacted].00). Over the weekend, the Owner messaged me saying that Vrbo refunded an additional $[redacted].41 to total my refund at $[redacted].61. However, I have not received any notification or message from VRBO regarding this extra refund, only a note from the Owner that was a bit rude. Despite my response, the Owner has not replied. My concern is where this extra money is and also, I have not seen any credits or refunds from VRBO for all the fees ($[redacted].00). Thanks, Gwen

Subject: Issue with VRBO Support I am frustrated with the lack of progress and miscommunication in dealing with VRBO support regarding my listings. Initially, I just wanted to switch my 3-4 listings to a new Channel Manager, but was stalled due to the company acquisition. I expressed my willingness to move within VRBO if I could retain my original number and positive metrics. However, the process has been prolonged due to conflicting instructions about creating new listings and the involvement of different departments. Now, I am advised to start over with another person after 4 months of waiting. Furthermore, I am confused about being asked to set prices when my channel management software should handle that. With years of data on VRBO, this should be unnecessary. I am seeking to escalate this matter to a department manager for resolution, or inquire about alternative services to navigate VRBO more effectively. Thank you, Don N. [redacted]

I have exhausted all avenues of resolution regarding a dispute with a guest who stayed at my property #[redacted] in September [redacted]. The guest, Mark LeBlanc, and his mother had a pleasant stay with no complaints, which was confirmed via a direct message thanking us for a lovely stay. I am concerned because VRBO reversed the charges for the stay on September 11, [redacted], without any explanation. Despite numerous attempts to resolve this with VRBO's customer service, the issue remains unresolved. The total amount of $[redacted].97 for the stay, including the nightly rate and cleaning fee, was withdrawn from my account by VRBO. I've provided evidence of guest satisfaction, yet the chargeback was closed in favor of the guest. Despite efforts to contact Mark LeBlanc, there has been no response. I urge VRBO to address this matter promptly and ensure that I am compensated for the stay as I should have been. Suzanne K. from Oakland, CA.

I have exhausted all options to resolve a dispute with guest Mark LeBlanc regarding the rental of property #[redacted] through VRBO. The charges for the stay were unexpectedly reversed after the guest expressed satisfaction. Despite my efforts and evidence provided by my property manager, VRBO has not rectified the situation. Communication attempts with the guest have been unsuccessful, and VRBO's customer service has not provided a satisfactory resolution. I urge VRBO to reconsider and pay the $[redacted].97 owed for the completed stay to prevent legal action and negative exposure of this unsatisfactory support. Your prompt attention to this matter is appreciated. Thank you. Suzanne K.

During my stay at a cabin rental in Keystone, Colorado, the house was extremely cold as the temperature never reached above 70 degrees inside. The bathroom was only 58 degrees, which made taking a shower very uncomfortable, especially with the outside temperature in single digits. Unfortunately, dealing with the owner was not pleasant, as she dismissed the issue as being caused by a problematic guest. I expected a more luxurious rental experience through VEBO, and it is unacceptable to have such low temperatures indoors. This experience made our trip very unpleasant, as we couldn't sleep properly or enjoy the house after skiing. I am requesting a refund for this disappointing stay.

I canceled my reservation for property 157760ha on January 26, [redacted], for my July 2-9, [redacted] stay. According to the cancellation policy, rebooking the dates is necessary to receive a refund of my deposit. Despite reaching out to Mr. Gonzalez multiple times, I have not received the $[redacted].10 refund that I am owed. The dates I canceled are now booked, making it impossible for me to reschedule. Mr. Gonzalez consistently avoids refunding my payment, citing reasons such as potential bookings that have not been confirmed yet. While he offered date changes, unexpected life events prevent me from accepting at this time. I canceled early to give Mr. Gonzalez the chance to re-rent the property. I am simply requesting my $[redacted].10 deposit, minus the $[redacted] cancellation fee, to be refunded. Thank you, Janita Mooney.