VRBO Customer Service Issues

Upon arriving at the property we rented, we were immediately troubled by the large construction site nearby. Despite our early concerns, the host was dismissive, suggesting we spend time away. This was not a suitable response considering the noise disrupted our planned activities. The host failed to disclose the ongoing construction in their listing or in our prior communications. When we requested concessions, the host was unhelpful until reluctantly offering a round of golf, unsuitable for our party's size and schedule. Furthermore, upon departure, we were charged for a broken cart key, adding to our frustration. The constant construction noise from 8 am to 7 pm made it impossible to enjoy the outdoor space or relax in the villa. We feel misled and believe we should receive a partial refund for our unsatisfactory stay. We urge VRBO to assist us in obtaining a fair resolution. Thank you.

I would like to share a review of our recent stay, but unfortunately, the 14-day submission window has already closed. I wasn't able to post the review due to a medical emergency that occurred after we returned from our trip to Scottsdale, AZ in January. Following a slip on ice, I suffered a head injury leading to a hospitalization where a brain bleed was detected. I was unable to write the review during my recovery period. In the interim, the host of the property left a review of our stay, prompting the 14-day time limit for our review submission. As this was a new listing on VRBO, we wanted to offer our feedback for the benefit of others interested in the property. Despite reaching out to VRBO through their chat feature, I was unsuccessful in getting an extension on the review deadline. I inquired about a one-day extension but was met with a firm "No" in response. I am wondering if there is any possibility of having the review window reopened. Thank you. - Fred R. from Waverly, IA

I am Michael Parsons representing ParsonsVillas. We have a customer, Heather Kloster, who is mistakenly receiving VRBO emails meant for us. She has requested to be removed from the mailing list with her email address [redacted] provided. Despite inquiring but not booking, she continues to receive emails she does not want. The forwarded header information from her includes mailbox details. Heather Kloster has asked for all VRBO emails related to Parsons Villas or our properties to stop. Since we no longer own or manage the property she is interested in, these messages cause confusion and reflect poorly on both companies. Despite Heather Kloster's efforts to contact VRBO directly, the unwanted emails persist. Please ensure Heather Kloster is unsubscribed promptly to avoid any further inconvenience. Thank you for addressing this issue promptly.

I have reservation HA-PZ2BG9 for Property # [redacted] and I need confirmation of the dates I've rented and paid for. The total amount I paid, including fees, is $6,[redacted].60. I am concerned that my check-in dates might only be for two weeks, specifically from April 9th to April 23rd. I don't want any surprises upon arrival, so please respond promptly. I've tried calling three times, but each time I get put on hold for 30 minutes without any contact, which is frustrating and unacceptable. My email for communication is rosemz98@[redacted]. Thank you.

VRBO Property No. [redacted], the Dolphin Villa in Tobago, is managed by me, Marilyn Minto. A recent situation occurred where guests arrived on March 17 for a 5-day stay, complained about barking dogs, and abruptly decided to leave due to a flight change the next day. While they did not initially request a refund, they chose to extend their stay by an additional night before departing, raising questions about their full refund request. Despite enjoying the amenities and extra night at the property, they expect a total refund. I believe a partial refund for the first night is reasonable. The guests have not communicated directly with me but have expressed their demands through my manager. I have made efforts to accommodate them by allowing a later check-out due to their evening flight. I kindly ask VRBO to consider refunding just one night to the guests. Marilyn Minto

I made a reservation through VRBO for a vacation rental and discovered that the property photos were misleading. Despite reaching out to the property manager for a refund due to safety and false advertising issues reported by a previous guest, my requests have been ignored. With my vacation approaching quickly, I am eager to secure a different rental for my planned stay from March 24th to April 10th, [redacted].

Concernant Réclamation de Remboursement Bonjour, Je me permets de vous contacter suite à plusieurs appels auprès de votre service sans succès pour résoudre le problème de remboursement dû depuis fin janvier concernant le séjour de Mme Laurence FELDER du 21 au 23 janvier [redacted] (Référence : HA-968HT4). Cette situation est inacceptable de la part de votre entreprise. Je vous demande maintenant de régler cette dette immédiatement, faute de quoi je serai contraint d'entamer des démarches légales. J'attends une réponse rapide de votre part. Cordialement, Hervé PELLIER-MERMIN

I have been struggling to receive my payout for a booking due to a chargeback on January 26, [redacted]. The guest, D.W., made the reservation on December 31, [redacted]. Despite my communication that boat parking was not allowed, he requested to park a boat. I queried his desire to keep the booking, to which no response was received until January 25, shortly before check-in. He then demanded a cancellation despite the policy not permitting refunds within 7 days of check-in. The guest initiated a chargeback and yet did not formally cancel the booking or use the property. After winning the initial chargeback case, the guest, D.W., submitted a second chargeback. VRBO is withholding my subsequent payouts to offset this. Despite numerous attempts, VRBO's customer service has been unhelpful and unsupportive. This situation has been financially straining and extremely frustrating, affecting my ability to maintain the property. If possible, kindly assist in escalating this matter to resolve the payout issue promptly. Thank you.

Hi Jocelyn, I hope you are well. This is Kathleen from the Vrbo® Guarantee team. I appreciate you reaching out about your reservation (VRBO [redacted]). I wanted to update you that the service fee of $[redacted].00 was refunded on Apr 12, [redacted]. The funds should be back on your card within 3-5 business days. If you continue to experience any issues, I recommend contacting your financial institution or credit card company for further assistance. Please feel free to share this email with them if needed. If you still face challenges after reaching out to the owner/manager and your payment provider, please respond to this email and attach any relevant communication from your financial institution. Thank you for your cooperation and understanding. We are here to help and look forward to hearing from you soon. Best Regards, Kathleen | Vrbo® Guarantee Team

I am experiencing issues with receiving payment for a recent guest, Stefano Tocci, who stayed in my apartment listed under VRBO# [redacted] from April 4th to 7th. Despite contacting customer service twice, I have not found a resolution. I received an email requesting updated payment information, which I attempted to provide, but then received a second email asking for additional details. Confusion arose as I am now managing the rentals under my husband's name, Piero Manconi, although they were previously under my name, Donatella Sechi. We have two units with different registration numbers under my husband's name, but both are associated with the same bank account, which might be causing the issue. Moreover, I am concerned that my listings (VRBO#[redacted] and VRBO#[redacted]) are not visible. I am unsure of what steps to take next and would appreciate guidance on resolving these matters promptly. Thank you for your assistance. Donatella Sechi

During my stay at property #[redacted] on April 24, I was startled awake at 3 AM by a scurrying noise. To my dismay, I discovered a rat racing across the dining room table. This incident occurred during my first-ever reservation through VRBO. After promptly informing the host of the situation, she advised me to contact VRBO directly to cancel my booking, as she was unable to do it herself. Despite reaching out to VRBO three times, I received conflicting information from the host regarding cancellation policies and penalties. She expressed reluctance to proceed with the refund process and suggested that I could cancel only if I found a cooperative customer representative. Initially, I had requested reimbursement for one day, but the host has been unyielding in her stance, insisting on refunding both days of my stay.

I am inquiring about reservation number RES-[redacted] for property #[redacted] booked through VRBO for the dates of 1-2-23 through 3-2-23. Initially, we received a confirmation email with summit number [redacted]. However, a few days later, we were informed by Emerald Coast Destinations Inc. that the property was not available due to the owner's usage during our stay. VRBO did not assist in resolving the issue, leaving us to communicate directly with ECDI for a solution. We are disappointed with VRBO's lack of communication and service in this matter. We are requesting a refund of our charges from VRBO since they did not offer any help in addressing the canceled reservation.

Hello VRBO, I am reaching out regarding my reservation with Reservation ID HA-3ZVTR9. The owner informed me that the Jeep was unavailable as they were out of town on the same day I booked. Despite my request for a refund, there has been no action taken. I have contacted customer support and the reference number is [redacted]2 without any resolution. It has been over three weeks, and I have incurred additional charges. I demand a refund of $[redacted].48 to the debit card used for booking within 48 hours. Failure to do so may result in legal action. The booking details are as follows: Property ID [redacted], Reservation ID HA-3ZVTR9, for 1 adult, totaling $[redacted].48. Please confirm the refund via email. Regards, Christian Campa 05/12/[redacted]

Regarding Location #49273vb Reservation Nr. HA-QSHRKR I made a reservation request on May 24th and received a confirmation later that day at 6:12 p.m. However, there was a mistake with the dates as it was booked for July 24th to August [redacted] instead of [redacted]. I promptly requested a cancellation on the next day, May 25th, at 12:38 p.m. Despite that, I received a confirmation at 5:56 p.m. for the incorrect dates and a charge of [redacted].30 Euros on my Mastercard. I reiterated my cancellation and refund request at 7:41 p.m. Then, I noticed an email address at the bottom of the unsigned contract form and reached out to maraisapt[at]gmail.com at 7:53 p.m. with the same request. Please advise me on the proper procedure to effectively cancel my reservation soon. M. Engelbert

Hello, my name is James N. and my reservation details are as follows: Confirmation number: JYFH-B4EF, Property number: [redacted] at the Ishkode Chalet in Eagle River, Wisconsin, for the dates June 22 to June 25, [redacted]. I made an error with my booking as I intended to reserve the Island View 1 property in Eagle River, Wisconsin, for our 50th Wedding Anniversary. I mistakenly selected the Ishkode Chalet by the river instead of the lakefront location we desired. Is it possible to transfer my deposit from the Ishkode Chalet to the Island View 1 home while keeping the same dates? I would greatly appreciate your assistance with this matter. Please respond via email. Thank you.

As a Vrbo homeowner, I've been encountering significant issues with my property listing on the platform. Despite making over 30 complaints to VRBO about the inaccurate representation of my listing, I have not received any helpful responses. My property, once a premier member, is now not easily found by potential guests without specific dates, unlike other properties in Asheville, North Carolina. This has resulted in a substantial loss of revenue for almost a year. Even when customer service acknowledges the issue, they are unable to resolve it as it needs to be escalated to another department. Additionally, I opened a second account on VRBO following their suggestion, but the same problem persisted. I am also waiting for a refund of $[redacted] from VRBO, which has not been processed despite my efforts to follow up. I urgently need VRBO to address why my property is not being promoted effectively like others on the platform and provide me with a resolution without further delay.

We are the owners of a VRBO property. A guest experienced difficulty using the entry lock code provided, despite it working initially. The guest contacted the manager late at night because they couldn't remember the correct code, which was saved on their phone. This situation is unusual for us, as we have managed another hospitality property for many years without encountering such issues. The guest mistakenly thought the lock was broken when the red light flashed, indicating an incorrect code entry. The guest has requested a refund and disputed the credit card charge for a two-night stay without providing a receipt from an alternative accommodation. We have decided not to issue a refund in this case.

I am having a challenging time dealing with your company, VRBO. If I didn't already pay, I would have chosen a different service. It is essential to have the option to speak with a person when issues occur. I experienced a significant delay beyond the expected wait time provided by your automated system. In reality, individuals can't remain tethered to their desks waiting endlessly on the phone for 30 minutes. It's simply not practical. My predicament involves retiring, which means my work email will soon be deactivated, and my VRBO account is linked to that email. I urgently need to update my email address, which seems impossible to navigate. I have been attempting this for two days without success. I hope there is a dedicated team member available to assist me promptly. I appreciate your attention to this matter. Best, G. Campbell [redacted]

I made a reservation for a house from June 19 to June 23 on May 31 and canceled it two hours later on the same day. The host, Matthew Krummert, was responsive when I canceled, confirming it with no issue. However, I have yet to receive the credit for the cancellation. I've been on hold with the 1-[redacted] number for over an hour, even though the estimated wait time was initially only 2 minutes. The Vrbo number is [redacted], and the ID is HA-SY6KKP. I was advised to reach out to the host, and despite calling twice and leaving a voicemail, I have not received a response from him yet.

We recently spent $8,[redacted] on a five-day family vacation. Upon arrival, we found the pool one foot below the skimmer with no working filter system and the spa dry. Despite our grandchildren entering the pool before we discovered the issue, the pool man did not arrive until 6 PM the following day. He added a hose to the pool but did not address the lack of chemicals or circulation. We selected this location specifically for the pool, and with no other housing options available for our family of 10, we are disappointed. The host offered only a $[redacted] credit instead of the $1,[redacted] one-night fee we requested. As experienced travelers, we have never encountered such a problem before. Any assistance with this matter would be appreciated.