ComplaintsforVrbo

Vacation Rentals

HeadquartersMulti Location Business

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints concerning consumers experiencing difficulties including unreasonable delays in refunds, honoring guarantee claims and processing timely cancellations. On June 7^th, 2023, BBB submitted a written request to the company encouraging them to address their pattern of complaints. October 20^th, 2023, BBB received a response from Vrbo:

Dear Better Business Bureau,
Thank you for allowing us the opportunity to respond to the BBB assessment and provide clarity.
Our top priority at Vrbo is to ensure guests and hosts have a positive experience. As part of our
continuous improvement efforts, we strive to make the experience better for all parties involved.
We want to address our refund, cancellation, and Book with Confidence policies in the below.
First, Vrbo operates as a dual-sided marketplace, facilitating connections between travelers and
vacation rental hosts. Hosts on Vrbo range from individual property owners renting their second
home or cabin by the lake to professional property management firms. In either case, hosts have
the flexibility to manage their rental properties independently or to enlist the services of a
property manager.
With this flexibility, hosts have options when setting their refund and cancellation policies.
Cancellation Policies
For guest-initiated cancellations, we have always allowed hosts to choose the cancellation policy
that is best for their properties, and refunds are issued according to this cancellation policy when
a guest cancels the booking. We do encourage hosts to adopt more flexible cancellation policies
and in recent years, many hosts have chosen to adopt our most relaxed policy, which offers
guests a full refund 14 days before check-in.
We have also made cancellation requirements very visible to the traveler throughout the search,
property listing and check-out experience. Travelers can filter searches by places that offer
flexible cancellation, and the final date they must cancel by for a full refund is clearly displayed
on listing pages and during check-out, so there’s no question whether you get a refund and when
you must cancel by to receive it.

To that end, when a guest needs to cancel outside the cancellation policy they agreed to when
booking a property, it is the host’s decision if they want to issue a full, partial or no refund. We
have also seen hosts offer credits for future stays at their own discretion, and it’s also up to each
host to determine when those credits expire and whether they can be used towards the original
property that was booked or any in their portfolio if they have multiple listings. An individual
owner could agree to honor a future booking at the same property or fully refund the guest in the
same way a large property management company could.
In these situations when guests cancel outside of the set policy, we suggest that they work with
the host to find a solution that works for both parties, such as a refund or credit for a future stay.
When hosts provide a full refund for a cancellation, Vrbo automatically refunds the traveler
service fee, which is the amount we make from the transaction.
Regarding host-initiated cancellations – while we expect hosts to honor their bookings,
sometimes cancellations are inevitable. Some hosts may need to cancel bookings due to reasons
outside of their control, such as damage to their property or the effects of a natural disaster.
However, when hosts cancel due to reasons under their control, those cancellations negatively
impact the host’s listing performance and visibility to other travelers on the site. A new policy
charging tiered cancellation fees for hosts that cancel bookings under their control also recently
went into effect on October 14, and hosts that cancel on guests too frequently may be suspended
or removed from our platform.
Refunds from Vrbo
Since March of last year, we have implemented policies that help with faster refund times.
When Vrbo is the Merchant of Record, and the guest is within the cancellation window, we
strive to process refunds within 5-7 business days of the refund request or within the next billing
cycle depending on the guest’s financial institution. It’s important to note the traveler's issuing
bank may have its own timelines that we can't control so we cannot guarantee timelines. As we
mentioned, we work with property management companies and if a guest rents through one of
these companies, the refund is up to the property management company. If the guest and host
have a dispute regarding refunds it takes time for us to investigate the matter and determine
whether a refund should be issued.

Book With Confidence
We will be reviewing and editing the Book with Confidence page. We are taking the following
action items to address the feedback:

• Providing clearer guidance on what is covered and what is not covered by the guarantee.
• Increasing the prominence of these clearer terms on the Book with Confidence page.
• Conducting a full review and revision of all job aids and training materials related to
Book with Confidence to maintain consistency with terms and from agent to agent.
We have spent a lot of time and resources improving our BBB rating over the past few months.
As a result, our rating has improved from an "F" to a "B". We hope our responses and handling
of customer concerns will reflect our commitment to our customers and our partnership with
BBB.
Once again, we appreciate the opportunity to review these concerns.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
12/03/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have two issues with this company. I signed up my guest home with VRBO last month. I had my first booking on Nov 2nd. After a couple of weeks I called and asked where my payment was they said they needed to hang on to the first one for 24 days. I didn't agree to that but they said I did. now we are way pasted that and I still do not have my payout. Next issue, I have another home with the same name "sunset cottage" from another state on my account! I told them I can make changes on their account so I'm sure they can do the same. This is a total security issue. I asked to talk to a supervisor they said one would call me in 24 to 48 hrs. no appointment I just have to pick up every phone call no matter if I'm in the bathroom or in a meeting. Needless to say I missed the call. I called back again and explained the situation to another rep and again could not put me touch with the supervisor. They said they cannot change it that it wont be a problem. Wow! I told them to pay me out and cancel my account. They said they couldn't do that until I put in my tax info but that info wasn't due until Dec 1st this was Nov 18th. This company is incompetent. I want them to pay me out what I'm owed $292.56 and cancel my account!
Business response
12/08/2021
Thank you for bringing *********************** **s concerns to our attention. At Vrbo we strive to provide a good customer service for our Hosts and insure they have the best tools available to be successful in their rental business.

We understand that ***** was having an issue with receiving payment from a reservation. This appears to be linked to a current delay we are having regarding their tax forms being accepted by the *** which is delaying their rental payment disbursements.

According to our records,on 12/3/21 *********************** ** contacted our customer service team reporting the issue. This is documented in case number 33977417. After receiving this report, a customer service agent advised the host that their forms were received on 11/29/21 but that we were experiencing a delay with their form being accepted by the ***.

The payment has since been remitted and any rental payments will be disbursed and be in ************************* account in 5 to 7 business days. The host has also requested to delete their account and their request is being processed.

While we regret that ***** did experience some difficulty with the forms,we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/09/2021
Complaint: 16201663

I am rejecting this response because:
The issue started about November 10th when I first called and I did not receive proper information from the customer service representatives. ********************** also did not address the security issue of having another account from a different state on my account. That is why I am canceling my account. Even though I brought this to VRBO's attention and asked to talk to a manager they just blew it off and it seems they are continuing to do so thru BBB. I hope BBB escalates this serious security issue.
Regards,

*********************** **
Initial Complaint
12/02/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
November 4, 2021 I am writing regarding my planned and paid for rental of Property # ****** and Reservation # HA-JC0319 starting at October 23 through October 26, 2021. I paid my deposit on June 11, 2021 and made my final payment on August 31, 2021. June 11 Made contact with the Host, ************************************* which was my 60th Birthday celebration with family and friends. June 12 Received confirming my reservation of this property. (I spent many hours searching for just the right property for my celebration). There was a general look and feel I was going for, and the level of health and safety concerns of my guests was foremost in my mind. I had looked at many properties, but this on spoke to me, so I planned my events around what we could do and how comfortable we would be there. August 31 I reached out to the Host, via Inbox asked about the bedroom/ bathroom breakdown. September 6 I still had not heard back from my August 31 email, September 9 I received a response that ********* would be returning later that day. Sorry for the delay. And it was labeled *********. I received an email from *********, providing me the breakdown of the bedroom/bathrooms for this property, stating there were a total of 9 bedrooms and 9 bathrooms (4 King **** and 8 queen ****), which actually equal 10. The property listing on VRBO says 9 bedroom and 6 bathrooms. September 10 I wrote back asking her to explain. October 2, 3 and 7 I emailed again without any response. Now it gets interesting because all of a sudden, I receive a text from someone (I do not know who it was), stating that ********* had asked them to text me about my rental, and that she had a family emergency and was unable to speak with me directly. October 2 First text and it was to provide me with the address of the property I reserved. When I received that address, I performed a ****** Search, and determined that it was not the property I reserved, this was the first of several other issues and switching.
Business response
12/06/2021
Thank you for bringing ****** Johnsons concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that Carole vacation rental was changed to a different property on short notice.
According to our records, on Jun 12, 2021, ****** booked property 375753 for Oct 23, 2021 - Oct 26, 2021.
Our records also indicate that on Oct 23, 2021, ****** contacted our customer service team reporting that she had not received check in instructions. This is documented in case 33593791.  After receiving this report, a customer service agent contacted the Host to report the issue and request that they reach out to ****** to resolve the issue.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.
Wed like to assure Carole that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to Carole this is an issue that they need to resolve directly with the Host. Vrbo has done our best to facilitate communication between the two parties and encouraged the Host to resolve the issue. Vrbo was unable to intervene because ****** and the Host came to an agreement,outside of the site, regarding the rental properties and she accepted the replacement property. Vrbo was not notified of the change in properties until after the agreement was made.
While we regret that ****** Johnsons experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/09/2021
Complaint: 16199579

I am rejecting this response because: Though some points VRBO made are factual, the fact that I spoke with them several times prior to my trip to help resolve the matter of 'Premier Host' reserves, my options and they assured me that they would get in touch with Host and that they (VRBO) would assure that I am taken care of because I was a 'premier' traveler with them. They attempted to contact Host on many occasions and was not successful. After the trip when I contacted them with my concerns, they at that point said I had to deal with the Host. Again, a Host that was unresponsive to my contact methods and had not successfully satisfied my contracted reservation.
I will also say that the Premier Host business is Holiday Homes, which I did not know previous. I received an email from Host yesterday that was very disturbing. I have not responded because I didn't want to say the wrong thing. I will attach that email to this response. The Host basically did not address the issue of customer service, but yet again chose to inform me of what she was going through during that time. Never did she address the fact that she lied about the original rental no longer being available for rental due to HOA, because that house is still on VRBO site as available. So, she basically switched me with out my consent. Then in her email yesterday, she said I could have requested to cancel my reservation if I didn't want to be moved to another property. The fact is, I was less than a week out of my trip, so I could not cancel 15 people already ticketed to fly to Vegas. No to mention that her site on VRBO said that this reservation could not be cancelled by traveler (only rescheduled). See attached screen shot of that policy statement. She accused me of 'extortion', and said she is filing a claim against me for damaging her business reputation. Her business reputation is damaged because of her 'poor customer service', which is still going on now with her response. A good business person would work with the customer to resolve the issue in order to maintain a reputation of fair customer service, especially if they are listed as 'premier'. I am not asking for a full refund, I am asking for a percentage to compensate for the damage and lack of service I am due based on my actions and her lack of actions.
Someone rented the house in September before my October rental. That customer posted a review on Oct 21, the day before my rental. Someone responded Thank you to that post. I posted my review on Nov 21. Clearly the property is still being rented. I sent the Host ************************************* an email letting her know that I was reporting this to BBB, the attached response email from her is to my email. I have not responded to her email response yet. I can share my email to her if you like.

Regards,

***************************
Business response
12/10/2021
Thank you for bringing ****** Johnsons continued concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that Caroles vacation rental was changed to a different property on short notice.
According to our records, on Jun 12, 2021, ****** booked property ****** for Oct 23, 2021 - Oct 26, 2021.
Our records also indicate that on Oct 23, 2021, ****** contacted our customer service team reporting that she had not received check in instructions. This is documented in case 33593791. After receiving this report, a customer service agent contacted the Host to report the issue and request that they reach out to ****** to resolve the issue.
Wed like to assure ****** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to ****** this is an issue that they need to resolve directly with the Host. Vrbo has done our best to facilitate communication between the two parties and encouraged the Host to resolve the issue. Vrbo was unable to intervene because ****** and the Host came to an agreement, outside of the site, regarding the rental properties and she accepted the replacement property. Vrbo was not notified of the change in properties until after the agreement was made.
Any monetary compensation ****** is requesting will need to be addressed with the Host.
While we regret that ****** Johnsons experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/13/2021
Complaint: 16199579

I am rejecting this response because: VRBO assured me that they would support me and speak with the Host, asking them to contact me and resolve this issue. They also said that they would find me a property should the Host not come through, which was 7 days before the trip. If VRBO was also unable to contact the Host, how did they expect me, the customer to do it? That was the basis of this overall customer service complaint. The Host ************************************* (Holiday Homes), is liable for this mess. However, I had no information on the Host and her business, so I had to list VRBO in the complaint. If now, VRBO is stating they are not liable and the Host is, then my complaint is again the Host ************************************* (Holiday Homes). She has contact me since I filed this complaint, so I have an email address only and what was listed as her cell number during the initial reservation. With no communication, she lied to me and said the home could no longer be rented because of HOA, so she moved me to another house. The house is still listed on VRBO and has been reserved consistently before and since my reservation.

**************************************
**************
**************

***************************

Regards,

***************************
Initial Complaint
12/02/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I attempted to stay in *********** for a business meeting on the following dates July 29-Aug 1.Upon my arrival I was unable to enter the property, I called the manager of the property regarding this issue. I eventually received a text message explaining how to enter the property. I gained entry to the property by someone that was leaving. I finally, gained access to the unit and it was filthy and did not look like the advertisement. Once again I tried to speak to the manager regarding my concerns. The only contact i received was via messages. I informed them that I would not be staying and I needed to be refunded $768. I was never refunded.
Business response
12/06/2021
Thank you for bringing Tra Ahias concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that Tra experienced cleanliness issues at a vacation rental property.
According to our records, on Jul 21, 2021, Tra booked property 2252217 for Jul 29, 2021 - Aug 01, 2021.
Our records also indicate that on Jul 29, 2021, Tra contacted our customer service team reporting that the rental had cleanliness issues. This is documented in case 32617161.  After receiving this report, a customer service agent contacted the Host to report the issue and request that they reach out to Tra to resolve the issue.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.
Wed like to assure Tra that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to Tra this is an issue that they need to resolve directly with the Host. Vrbo has done our best to facilitate communication between the two parties and encouraged the Host to resolve the issue.
While we regret that Tra Ahias experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
12/01/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a property for vacation through VRBO months ago. The owner contacted me and stated he accidentally clicked cancel. Both of us contacted VRBO and got conflicting responses. VRBO states my money was refunded which it has not been. They then stated it would take 5-7 business days. I asked for a supervisor and it was a struggle the girl placed me on hold for almost ************************************ back which didn't happen. VRBO collects fees for the booking. I want my money back and compensation for this as the owner is now not responding and I have spent thousands in other reservations outside of VRBO. All other cabins are 2-3 times the amount I paid $921.77 for the rental and now my family Christmas Vacation is ruined. I am now out between $2000-$2500. Reservation # HA-LPXRGN
Business response
12/06/2021
Thank you for allowing us the opportunity to address **** Leatherberrys concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that Adam had a reservation that the host cancelled on short notice and they have not yet received a refund.
According to our records, on Nov 4, 2021, Adam booked 2463298, for Dec 27, 2021 - Jan 01, 2022, with the Host, for $921.77.
Our records also indicate that on Nov 30, 2021, Adam contacted our customer care department to report that their reservation had been accidentally cancelled by the host. After receiving this report, a customer care agent advised that the refund had been submitted and it would take 5-7 business days for the money to show in their account.
Because this cancellation was within 30 days of their arrival date, they qualify for rebooking assistance under our Book With Confidence guarantee.
We can see that **** was refunded back to their credit card on Nov 30, 2021. This will appear on their account in 3 7 business days.  If they do not see this in their statement after 14 days, they should contact us again for a trace number for the transaction. We can also see that **** resolved the issue with the Host and rebooked the property for his trip on Dec 05, 2021.
While we regret that **** Leatherberrys experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention.If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/07/2021
Complaint: ********

I am rejecting this response because:

What exactly are the service fees for your did nothing to assist me in finding another property. Your customer service failed to assist me in any way shape or form. Both myself and the host had nothing but issues from VRBO I think some of the service fees should be returned since I received absolutely no assistance from VRBO. I show the service fee was $97.00 during my initial booking. I again received ZERO assistance from your company.
Regards,

*********************************

Business response
12/09/2021
Thank you for bringing **** Leatherberrys continued concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that **** had a reservation that the host cancelled on short notice.
According to our records, on Nov 4, 2021, **** booked *******, for Dec 27, 2021 - Jan 01, 2022, with the Host, for $921.77.
Our records also indicate that on Nov 30, 2021,**** contacted our customer care department to report that their reservation had been accidentally cancelled by the host. After receiving this report, a customer care agent advised that the refund had been submitted and it would take 5-7 business days for the money to show in their account.
We can see that **** was refunded back to their credit card on Nov 30, 2021, which included the $97 service fee. This will appear on his account in 3 7 business days. If he does not see this in their statement after 14 days, they should contact us again for a trace number for the transaction. We can also see that **** resolved the issue with the Host and rebooked the property for his trip on Dec 05, 2021.
While we regret that **** Leatherberrys experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/12/2021
Complaint: ********

I am rejecting this response because:

You are correct I rebooted with the host again after all the headaches and hassles and no help from VRBO and am still getting a new service charge under my new booking from VRBO. If you don't provide service then I should not have to pay this!!!
Regards,

*********************************
Initial Complaint
12/01/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This summer, I accepted a booking from VRBO.com to rent my furnished condominium to a family for about a week. VRBO was to pay me for their stay less their commission at about the time of the family's stay. They refused to pay. Despite several conversations, they will not pay the amount due. They also illegally attempted to make unauthorized charges against an old credit card of mine.
Business response
12/07/2021
Thank you for allowing us the opportunity to address ****** Germaniuks concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that ****** is having issues with receiving payout from recent reservations.
Our records also indicate that on Jul 14, 2021, ****** contacted our customer service team reporting that he had not received his payouts. This is documented in case 32395745. After receiving this report, a customer service agent advised that their case would have to be escalated to our Billing team for resolution.
After consulting with the Billing team, we have determined that this matter was resolved on Jul 29, 2021 with an explanation to ****** that he had past balances due for commissions that needed to be paid before his payouts would resume. As the credit card he originally had on file to pay these commissions expired, payouts are paused until there is no balance due.
While we regret the delay in resolution for this matter, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns, please feel free to contact us.
Customer response
12/07/2021
HELLO BBB. The second attachment you send (the *** file) from VRBO cannot be opened. An error message from your web site results.

Complaint: 16193684

I am rejecting this response because:
The VRBO response includes a document that confirms that they attempted to use my personal credit card without my consent or authorization.
The VRBO response refers to a situation several years ago in which VRBO owed us a significant amount of unpaid dues for rentals, for which we halted transactions with them. They failed to mentioned that they have not paid us for the amounts owed to date. However, that issue is legally moot now due to the statue of limitations on time. Our current contact with VRBO is for payment of a rental that we tendered this year. VRBO has not paid us for this rental.
Note that by law, all legal recourse to the earlier incident raised by VRBO has ended due to the statute of limitations. That means that although we did not begin legal proceedings against VRBO at the time (and neither did they), those matters are no longer available by law. It is irresponsible of VRBO to use this invalid excuse to withhold funds. Worse, even though they are (illegally) seeking a small payment for a past rental, they currently withholding many times that amount. This is not just a matter of compensation, but rather injurious and characterized by malice.
I would expect a full written apology, payment, interest and costs.

Regards,

*******************************
Business response
12/22/2021
Thank you for allowing us the opportunity to address Blaine Germaniuks concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that ****** is having issues with receiving payouts from recent reservations.
Our records also indicate that on Jul 14, 2021, ****** contacted our customer service team reporting that he had not received his payouts. This is documented in case ********. After receiving this report, a customer service agent advised that their case would have to be escalated to our Billing team for resolution.
After consulting with the Billing team, we have determined that this matter was resolved on Jul 29, 2021 with an explanation to ****** that he had past balances due for commissions while he was listing his property as an Integrated Property Manager. This debt would need to be paid before his payouts would resume. As the credit card he originally had on file to pay these commissions expired, payouts are paused until there is no balance due.
We understand that ****** believes that the statute of limitations has been reached on collecting payment for previous balances. Debts that have passed the statute of limitations can no longer be pursued via the courts or sent to a collections agency. However, this does not mean the debt is no longer owed or that Vrbo cannot require payment in full before resuming business with him.
We also understand that ****** believes Vrbo illegally attempted to charge his credit card for the commissions due. When Blaine onboarded his listing, he agreed to our Accommodation Fee Collection Agreement.
https://www.vrbo.com/legal/hap-terms-conditions
1. PAYMENT SERVICES.
1.2 Authorization for Debits and Credits. You represent that you have the right to authorize and hereby authorize us or a third party service provider working with us to access Your bank account designated on the online registration form (the Registration Form) for the following purposes:
(a.) to deposit applicable Payment amounts due to You or to otherwise credit amounts to you;
(b.) to debit any amounts owed to us or our affiliates in accordance with this Agreement or other agreements with our affiliates, as applicable, including Fees or Chargebacks or Reversals; and
(c.) to debit any amounts owed to Guests in accordance with this Agreement.
1.3 Right of Off-set. For any amounts owed by You to us, or to our affiliates, or to Guests, You authorize us to deduct (off-set) such amounts from Accommodation Fee payments. Similarly, we may offset any payment obligation that we may have to You under this Agreement against (1) Fees owed by You, (2) amounts overpaid to You, and (3) any other amounts owed by You to us or our affiliates under this Agreement or any other agreement.
The Integrated Property Manager agreement counts as any other agreement with an affiliate.?
The systems we use to collect commissions are not in any way connected to the payment platform used to collect rental payments. We are currently working internally to send a manual payment so that the debt can be paid, and the remaining funds disbursed. This is taking time to resolve. We hope to have a final solution ready soon.
While we regret the delay in resolution for this matter, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns, please feel free to contact us.
Customer response
12/23/2021
Complaint: 16193684

I am rejecting this response because:
VRBO is engaging in unethical conduct. The VRBO attempt to use unauthorized credit information is unethical on all business planes and is not permitted under their agreements with their credit merchants. Our contracts with VRBO regarding their complaint ended years ago and we are not under any legal requirement to repay them.
The length of time for VRBO to respond to the matters is not acceptable and demonstrates their lack of sincerity in resolving the matters.
The legal statutes apply despite the fact that VRBO wants to seek payment from us. However, they do not consider that they first of all owed us a large amount of money. Their case is one sided and biased to their action.
They continue to not pay amounts due, which are far in excess of the amounts that they are claiming.
Since it is clear that VRBO still does not want to resolve the issues, what other avenues are available to me?
Regards,

*******************************
Business response
12/30/2021
Thank you for allowing us the opportunity to address Blaine Germaniuks continued concerns.At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
We understand that ****** is having issues with receiving payouts from recent reservations.
Our records also indicate that on Jul 14, 2021,****** contacted our customer service team reporting that he had not received his payouts. This is documented in case ********. After receiving this report,a customer service agent advised that their case would have to be escalated to our Billing team for resolution.
After consulting with the Billing team, we have determined that this matter was resolved on Jul 29, 2021, with an explanation to ****** that he had past balances due for commissions while he was listing his property as an Integrated Property Manager. This debt would need to be paid before his payouts would resume. As the credit card he originally had on file to pay these commissions expired, payouts are paused until there is no balance due.

When Blaine onboarded his listing, he agreed to our Accommodation Fee Collection Agreement.
https://www.vrbo.com/legal/hap-terms-conditions
1. PAYMENT SERVICES.
1.2 Authorization for Debits and Credits. You represent that you have the right to authorize and hereby authorize us or a third party service provider working with us to access Your bank account designated on the online registration form (the Registration Form) for the following purposes:
(a.) to deposit applicable Payment amounts due to You or to otherwise credit amounts to you;
(b.) to debit any amounts owed to us or our affiliates in accordance with this Agreement or other agreements with our affiliates, as applicable, including Fees or Chargebacks or Reversals; and
(c.) to debit any amounts owed to Guests in accordance with this Agreement.
1.3 Right of Off-set. For any amounts owed by You to us, or to our affiliates, or to Guests, You authorize us to deduct (off-set)such amounts from Accommodation Fee payments. Similarly, we may offset any payment obligation that we may have to You under this Agreement against (1)Fees owed by You, (2) amounts overpaid to You, and (3) any other amounts owed by You to us or our affiliates under this Agreement or any other agreement.
The Integrated Property Manager agreement counts as any other agreement with an affiliate.?
The systems we use to collect commissions are not in any way connected to the payment platform used to collect rental payments. We are currently working internally to send a manual payment so that the debt can be paid, and the remaining funds disbursed. This is taking time to resolve. We hope to have a final solution ready soon.

While we regret the delay in resolution for this matter, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns, please feel free to contact us.
Customer response
01/03/2022
Complaint: 16193684

I am rejecting this response because: This is basically the same response from VRBO as previously. BBB: WHAT else can be done at this point? The conversation is only repeating itself.

I wish to reiterate that we do not accept the attempts at blackmail from VRBO. They owe us the rental amount in full plus interest and costs. In contrast to our experience to date, we expect a company such as VRBO to respect the law and demonstrate an ethical response. We do not accept their excuse that a manual cheque should take almost a year (or more) to create.

Regards,

*******************************
Initial Complaint
12/01/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a vacation rental via VRBO on 5/31/21 for a trip to ***********, ** from 10/28/21-11/1/21. Upon arrival we found the home to be dirty, ***** infested, and in no way as represented in the advertisement. VRBO advertises a Book With Confidence Guarantee that is supposed to offer payment protection and charges a service fee for this service however that have not been helpful in securing the refund that the property owner agreed to pay. The total amount paid at the time of reservation was $744.75, the owner agreed to refund the money after I canceled the rental on October 28th. but only refunded $73.75 as of today, November 30th. I provided detailed photos of the condition of the property including the insects in the dish washer to no avail.
Business response
12/02/2021
Thank you for bringing Lauren Carters concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that ************************* experienced Misrepresentation at a vacation rental property.
According to our records, on May 31, 2021,Lauren booked property 2127487 for October 28, 2021 November 1, 2021.
Our records also indicate that on November 1, 2021, Lauren contacted our customer service team reporting that the property had been misrepresented and had cleanliness concerns. This is documented in case 33680146.  After receiving this report, a customer service agent contacted the host to report the issue and request that they reach out to Lauren to resolve the issue.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users.This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.
Wed like to assure Lauren that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to Lauren this is an issue that they need to resolve directly with the host. Vrbo has done our best to facilitate communication between the two parties and encouraged the host to resolve the issue.
While we regret that Lauren Carters experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/02/2021
Complaint: ********

I am rejecting this response because:
VRBO charges a service fee that they say supports their Book With Confidence Guarantee which includes payment protection in the event the property has been misrepresented. Rather than honoring this guarantee, VRBO refused to refund my money.

Regards,

*************************

Business response
12/06/2021
Thank you for bringing ****** ******* concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that ************************* experienced Misrepresentation at a vacation rental property.
According to our records, on May 31, 2021, ****** booked property ******* for October 28, 2021 November 1, 2021.
Our records also indicate that on November 1,2021, ****** contacted our customer service team reporting that the property had been misrepresented and had cleanliness concerns. This is documented in case ********. After receiving this report, a customer service agent contacted the host to report the issue and request that they reach out to ****** to resolve the issue.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member,including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.
Wed like to assure ****** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to ****** this is an issue that they need to resolve directly with the host. Vrbo has done our best to facilitate communication between the two parties and encouraged the host to resolve the issue. Vrbo was unable to intervene as misrepresentation issues must be reported within 12 hours of checking into the property. Vrbo was not notified of the issues until four days after check in.
While we regret that ****** ******* experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/07/2021
Complaint: ********

I am rejecting this response because: The booking guarantee obviously does not guarantee anything at all when it comes to consumer protection. I do not require a response and will be sure to never use this service again and inform others of my experience and lack of assistance from VRBO.

Regards,

*************************
Initial Complaint
11/30/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a home through VRBO for 4 nights from 11/23/21 through 11/27/21. Reservation ID: HA-BGTRYT. Property ID: *******. Amount Paid: $4,293.00. The home was represented as having 3 full baths and 1 half bath and was also represented as a "no person-to-person contact" rental. The owner never posted information on how to get into the home - which required me to call her and get the information. Upon checking in, we found the toilet in the master bathroom didn't work - it gushed water out the bottom of the tank when flushed. I contacted the owner immediately and at first she said to just go ahead and use it "but put a towel under it". I told her that the water gushing out was too much to use the toilet as it would cause significant water damage. She sent her son over to look at it and he flushed the toilet and watched the water gush out - he said he would come by the next day to try to fix it but he never showed up. The property had many other maintenance issues including built up mold/mildew in the master shower, upstairs hall bath shower that didnt drain, backed up kitchen sink and garbage disposal that barely worked, kitchen cabinet doors that were coming off the hinges, non working lights, kitchen cabinets that felt sticky - like they hadn't been cleaned in a long time etc. The property owner has stopped responding to my requests for a billing adjustment for the poor condition of the property. I contacted VRBO customer support and they told me that my only recourse was with the property owner. They apparently have no dispute resolution/renter complaint process - they were completely of no help at all. Prospective renters need to know that VRBO has horrible customer service and leaves the traveler at the whim of the property owner.
Business response
12/02/2021
Thank you for bringing *********************** concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that ********************* experienced misrepresentation at a vacation rental property.
According to our records, on July 7, 2021,*** booked property 7787206 for November 23, 2021 November 27, 2021.
Our records also indicate that on November 28, 2021, *** contacted our customer service team reporting that the property had been misrepresented. This is documented in case 33926366.  After receiving this report, a customer service agent contacted the host to report the issue and request that they reach out to *** to resolve the issue.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users.This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.
Wed like to assure *** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
As previously communicated to *** this is an issue that they need to resolve directly with the host. Vrbo has done our best to facilitate communication between the two parties and encouraged the host to resolve the issue.
While we regret that *********************** experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
11/29/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I reserved this property in good faith for my trip home for the holidays on a 10 day stint (Nov. *****). It was remodeled nicely but on the 21st I noticed that there was a very bad ***** infestation when I went to the kitchen at night to grab some water. It was 1:30 am so I called first thing in the morning to report my finding and hopefully get something done. They initially offered to send a Pest Control person out that day and 25% discount. The Pest control never came. They said he would come the following day, He never showed. I mentioned to them that this was the day that my girlfriend would be coming to town and she would freak out about having roaches and they then said he would come Wednesday the 24th and he never showed again. This day on the 24th I reached out again and they did not respond again until Friday the 26th and said the Pest control person would not be able to come until Monday the 29th, which was the day I was scheduled to check out. My girlfriend got to town on the 24th and I had to go with her and sleep on my Aunts couch for what would end up being the majority of the scheduled trip because of the pest problem. I did not want her to see that and was afraid of roaches getting into my belongings and traveling home with them.During the chats on the app above with the owner I also reached out to VRBO directly and their customer service. They first advised me to reach out to the owner and try to work something out. If that did not work then call them back. Once I was misled I called back to get relocated to a non-infested property and they denied me. I asked them to send me a reason in writing for denying me a place without infestation and they refused to. They told me at first that I am protected and if the issues persist they would put me in another property but they reneged on that. I killed a total of 9 roaches in my first few days until I eventually just had to leave and stay on my Aunts couch for the majority of my trip. $1284.25 total
Business response
12/01/2021
Thank you for bringing *************************** concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.

We understand that ******* experienced a pest issue at a vacation rental property booked through our site.
According to our records, on 10/17/21, ************************* booked property number ******* for the dates of 11/19 through 11/21

Our records also indicate that on 11/22/21, ******* contacted our customer service team reporting the issue. This is documented in case number 33875397. After receiving this report, a customer service agent offered a financial concession of $80 for the inconvenience (which was declined) and also contacted the host to report the issue and request that they reach out to ************************* to resolve the issue.

We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.

We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.

Wed like to assure ******* that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.

As previously communicated to ************************* this is an issue that they need to resolve directly with the host Vrbo has done our best to facilitate communication between the two parties and encouraged the host to resolve the issue.

While we regret that **************** experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Thank you for bringing *************************** concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.

We understand that ******* experienced a pest issue at a vacation rental property booked through our site.
According to our records, on 10/17/21, ************************* booked property number ******* for the dates of 11/19 through 11/21

Our records also indicate that on 11/22/21, ******* contacted our customer service team reporting the issue. This is documented in case number 33875397. After receiving this report, a customer service agent offered a financial concession of $80 for the inconvenience (which was declined) and also contacted the host to report the issue and request that they reach out to ************************* to resolve the issue.

We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.

We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.

Wed like to assure ******* that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.

As previously communicated to ************************* this is an issue that they need to resolve directly with the host Vrbo has done our best to facilitate communication between the two parties and encouraged the host to resolve the issue.

While we regret that **************** experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/01/2021
Complaint: 16188693

I am rejecting this response because: They did not take my customer complaint serious while I was there in a ***** infested apartment. They told me that I was protected and if the issue persisted they would place us into a better property. When the time came and I called them about the issue continuing they then told me that they would not be able to do anything. The response shows the lack of accountability that the company has, they want to deflect any issues with the property onto someone else when a customer books through their site with confidence that if something goes wrong they will help. I had to sleep on my Aunts coach with my girlfriend because I couldnt take her to a ***** infested place and I also felt uncomfortable with the possibility of them crawling into my belongings. I rejected the $80 offer because the stay was $1100. I need a full refund and to be compensated.

Regards,

*************************
Business response
12/03/2021
Thank you for bringing *************************** concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that ******* experienced a pest issue at a vacation rental property booked through our site.
According to our records, on 10/17/21, ************************* booked property number ******* for the dates of 11/19 through 11/21.
Our records also indicate that on 11/22/21, ******* contacted our customer service team reporting the pest issue. This is documented in case number 33875397. After receiving this report, a customer service agent offered a financial concession of $80 for the inconvenience (which was declined) and also contacted the host to report the issue and request that they reach out to ************************* to resolve the issue. The Host offered to send ******* a check for a partial refund, however, we are unclear if he accepted this offer as there was no more communication through our secure portal.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality,condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.
Wed like to assure ******* that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.

As previously communicated to ************************* this is an issue that they need to resolve directly with the host Vrbo has done our best to facilitate communication between the two parties and encouraged the host to resolve the issue. Unfortunately, Vrbos Book with Confidence guarantee does not cover this issue.
While we regret that **************** experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/06/2021
Complaint: 16188693

I am rejecting this response because: I declined because they offered to give me $80 compensation for a ***** infested property that I paid nearly $1100 for. The property manager offered a 25% discount based on the conditions that they would get an exterminator out to the property immediately on the 3rd day of my stay which never happens for the entire 10 days (photos of that interaction already sent). I have not accepted that because I had to vacate the property and sleep on my Aunts couch on mice my girlfriend got to town. As a business VRBO needs to hold itself accountable and also take responsibility for the properties they list on their site. They verbally told me that I was covered if the issue persist and when I called back they then told me that they could mot place me in another property. Refund my full amount and compensate me. Im prepared to file a lawsuit.

Regards,

*************************
Initial Complaint
11/29/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was scheduled through VRBO for a vaction at ********** ****************** for 11/20-11/24.I paid ****** in Jan 2021. The vaction rental is paid in full. On 11/17/21 I emailed reservation to cancel due to my child being COVID positive. They answered me back and asked to what days I wanted to reschedule. I sent them a message back and asked to reschedule for 5/11/22-5/14/22. I did not hear back from them. I was contacted by someone and I informed them that I had requested to cancel reservation. they provided me with the phone number for the owner. I contacted him as well and he informed me that he would look into it. I contacted him again and he is saying that I never canceled my reservation and he can not reschedule or refund. I called VRBO and they can not do anything about it.
Business response
11/30/2021
Thank you for allowing us the opportunity to address ******************************* concerns. At Vrbo we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.

We understand that ****** Valentin is seeking a refund for a reservation that she cancelled due to the ******19 pandemic.

According to our records, on Jan 17, 2021, ****** Valentin booked 995054, Nov 20 Nov 24 2021, with the host, for $738. When booking this stay, the following cancellation policy was agreed to by this guest:

100% refund for cancellations requested by Sep 21, 2021 at 11:59 PM (property's local time).
50% refund for cancellations requested by Oct 21, 2021 at 11:59 PM (property's local time).

Our records also indicate that on 11/29/2021, ****** Valentin contacted our customer care department seeking to cancel her reservation and to obtain a refund for her booking. After receiving this request, a customer care agent contacted the host to request a refund on her behalf. the host advised us they were not able to make an exception to the cancellation policy and denied the request.

As a marketplace, we do not own or manage, nor are we a party to the agreements between hosts and guests. This is outlined in our Terms and Conditions below that the consumer/guest and landlord/host agreed to about our role in this agreement.

Section 1 of our Terms and Conditions http://www.homeaway.com/info/about-us/legal/terms-conditions:
The Site is a Venue, and We are Not a Party to any Rental Transaction.

We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.

We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.

********************** is a two-sided marketplace, so for every traveler who paid hard-earned money for a getaway they may not take, there is a partner who relies on clear cancellation policies and the associated money within those policies to pay their mortgage and hard-working employees. While we can encourage cooperation between the two parties,we cannot require that the Host disregard the rental agreement.
Were actively listening to feedback from Guests and Hosts as this outbreak evolves and continue to update our policies to try to strike the best balance of protecting travelers hard-earned vacations, our partners, and the public.

Visit our FAQs and additional details with the latest updates on our policies:
https://help.vrbo.com/articles/What-can-I-do-if-my-reservation-is-affected-by-the-Coronavirus
While we regret that ******************************* experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
11/29/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a rental property at ************************** in *********, **. The stay was for November *****. The property listing states that the house is in a great location, has a state of the art door locking system and security system. The house had neither and was burglarized while we were in the house after a few hours of being there. A $1000 in cash, an expensive computer and three purses were stolen. The police were called and a report was made. The police officer said that these properties are commonly broken into and that the door locking systems are faulty. When contacting the property manager, he stated that we didnt lock the door, which was untrue. I am contacting BBB because VRBO falsely advertised a secure and safe rental property. No reimbursement for our property loss was provided and the owner of the business did not reply back to my attempts to contact them. I immediately contacted VRBO on the night of November 19. I was told that they could possibly rebook us to another property due to the safety issue. I was kept on hold and transferred from person to person for hours, until I finally gave up. We were unable to find another property ourselves and blockaded ourselves in the property every night until our stay concluded.
Business response
12/01/2021
Thank you for bringing ******* ******* concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.

We understand that ******* experienced a burglary at a vacation rental property that was booked through our website.

According to our records, on 7/12/2021, *************************** booked property number ****** for the dates of 11/19/21 through 11/21/21.

Our records also indicate that on 11/20/21 ******* contacted our customer service team reporting that the tragic incident. This is documented in case number 33861108. After receiving this report, a customer service agent contacted the host to report the issue and request that they reach out to ******* to resolve the issue.

We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.

We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.

Wed like to assure *************************** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.

While we regret that *******s experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Thank you for bringing ******* ******* concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.

We understand that ******* experienced a burglary at a vacation rental property that was booked through our website.

According to our records, on 7/12/2021, *************************** booked property number ****** for the dates of 11/19/21 through 11/21/21.

Our records also indicate that on 11/20/21 ******* contacted our customer service team reporting that the tragic incident. This is documented in case number 33861108. After receiving this report, a customer service agent contacted the host to report the issue and request that they reach out to ******* to resolve the issue.

We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.

We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition,safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.

Wed like to assure *************************** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.

While we regret that *******s experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
12/01/2021
Complaint: 16185151

I am rejecting this response because: The owner of the property on your website (*******************) has not resolved the issue or responded to my contact. Also, when speaking with VRBO on the phone, they stated that they would consider rebooking us in another property immediately if the property broke the contract and was unsafe. Rather than doing this as stated by a customer service representative, they repeatedly disconnected my calls and did not respond to my claim until 2 days later.

Regards,

***************************
Business response
12/06/2021
Thank you for bringing ******* ******* continued concerns to our attention. At Vrbo we take customer complaints and feedback seriously, and we strive to provide travelers with a great experience.
We understand that ******* experienced a burglary at a vacation rental property that was booked through our website.
According to our records, on 7/12/2021, *************************** booked property number ****** for the dates of 11/19/21 through 11/21/21.
Our records also indicate that on 11/20/21 ******* contacted our customer service team reporting that the tragic incident. This is documented in case number 33861108. After receiving this report, a customer service agent contacted the host to report the issue and request that they reach out to ******* to resolve the issue.
We cannot comment on the resolution of this complaint as it is not directed toward Vrbo, but against the owner or manager of the property. It is the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the public. Our advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property manager. This is explained in the Terms and Conditions of our website described below:
Section 1 of our Terms and Conditions
https://www.vrbo.com/legal/terms-and-conditions
The Site is a Venue and We are Not a Party to any Rental Transaction.
We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site ... to offer for rent ... a specific vacation or short-term rental property to potential renters or renters... We also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.
We are not a party to any rental or other agreement between users. This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between users. As a result, any part of an actual or potential transaction between a traveler and a member, including the quality,condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user.
Wed like to assure *************************** that we do monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for guests, we do not hesitate to remove that host from our site.
*As previously communicated to ******* this is an issue that they need to resolve directly with the host. Vrbo has done our best to facilitate communication between the two parties and encouraged the host to resolve the issue.
While we regret that *******s experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforVrbo

Current Alerts For This Business

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary