Customer ReviewsforVrbo

Has a reservation in ********** for 10/8-10/9, during hurricane ******. We could not make it due to air ports closing, no gas due to evacuation, low groceries. The condo was first floor on the beach with expected 5 ft surges. When I contacted *** several times before the date was advised I had to wait to see if it qualified for thier extenuating circumstances policy. On 10/7 the customer service person advised it would qualify and I would get a refund. The hurricane went right over **********, causing power outages and a tornado. I did not receive a refund called back a couple weeks later and was advised my claim was closed and I would not get a refund. Could not advise me why or offer a way to appeal. After several calls and spoke to a supervisor they said I would get a refund since I was previously advised this. Seal weeks later still no refund. Called back and was told I would have a refund in 48 hours. A week later and still no refund.

VRBO host here. I received an email stating that VRBO was going to start discounting week-long stays without my permission. I was given the option to opt-out, but the site will not let you submit the opt-out.

If there was a 0 option I would choose that. I am an owner on VRBO and have been so for several year. I have struggled getting the help I need to set up my site so that it accommodates my guests, their travel dates and my availability schedule. The customer service people on the line are always kind, and act as though they understand, but nothing ever gets accomplished. Supposedly changes are made to my site, but then VRBO continues to double book my property. I was told I needed to remove automatic bookings and review each request and then accept or decline. When I decline a booking because it overlaps with another booking then my ratings drop because I declined a booking. How do you reach upper level management to fix a problem on a website??? The customer service people say it can't be done, their solution to me is that I need to call my clients and negotiate their travel days. That is ridiculous! People have flights into destination cities and aren't going to change their travel days to accommodate my schedule. I am so frustrated and feel like this is falling on deaf ears.

Never had a problem using VRBO until this year. After booking a home I was sent an email stating that my reservation was not complete until I sent in a photo of my driver's license or passport. This new policy was never stated prior to paying with my credit card. I sent an email claiming that this would be a security issue for me. Identity theft is real and I did not want to become another victim. They already had my address, credit card number and telephone number and now they want a copy of my passport or driver's license? I decided to cancel the reservation rather than put myself and my family at a security risk. After cancelling the reservation, they sent me an email indicating that the owner had cancelled the reservation. An absolute lie. I wonder how many hosts lose business because of this VRBO policy? From now on I will use other rental agencies that are more honest and up front about their policies.

Worst customer service I have ever dealt with. Booked a home in ******* and due to hurricane and airport being closed had to cancel VRBO. Was passed from one representative to the other, and each one we talked to gave conflicting information or told us something completely different. Never got a refund for something that was completely out of our control. Will never use again.

Let me start by saying the home / the physical structure and its view is absolutely gorgeous. We wish the conditions of the furnishings reflected the home!We rented our VRBO THIS PAST WEEKEND FOR OUR DAUGHTERS WEDDING. I SPOKE TO THE HOST AND EXPLAINED THAT WE WANTED TO ACCOMMODATE ALL OF OUR FAMILY THAT WAS FROM OUT OF TOWN SO THEY DID NOT HAVE TO ACCRUE AN ADDITIONAL EXPENSE THAT I WOULD BE COOKING ALL THE ***** SO THAT WE COULD CELEBRATE AS A FAMILY AND SPEND QUALITY TIME TOGETHER. The kitchen was advertised as fully equipped, and the host also stated it was, but it was not. There was only one steak knife, two smaller knives That were not sharp. There were no mixing bowls there was no dishes for baking. There was nothing to Entertain a dinner party. Coffee pot was broken. The receptacles on the counter did not work only the one on the island.. The furniture was stained, and I mean every piece of furniture in that house is full of stains. The couch had dry dog pee on the right side of it. It said it had four bedrooms, and it only had three I had to take my daughter, her fianc and my niece, and put them in a hotel because the house was not what it said it was. It also stated that the house was 3500 ft. but on Trulia where it is also listed it says 2100 ft.. The basement is not finished. The furniture in the basement looked like it was the graveyard for the furniture that used to be upstairs. Ive called Verbo nine times and they refuse to admit that the host is misleading their customers I asked for a full refund after the eighth phone call the best they can do is $500 and I said that that is unacceptable. They literally ruined my weekend. I was supposed to be celebrating my daughter instead, I was listening to everybody talk about how disgusting the house was. Ive never been more embarrassed in my entire life. I have videos and pictures if needed, and Ive sent them all to Verbo as well and the host have not heard from her!

Had to contact VRBO support regarding the host of my rental The lack of communication from the HOST, and getting the runaround about check-in. Less than 24 hours before check IN and still have no check-in instructions, Explained fully the urgency of the check-in due to my niece having a double transplant at a local hospital and needing to stay close to the hospital while healing. That doesn't seem to matter, nor does decent customer service, I contacted ********************** to try and get me into a different rental since I had no check-in instructions and the host wanted more money. VRBO does nothing!!! What is this like where is there professionalism or the guidelines? It has been something else each day and now here we are almost time to check in and get this child situated after a double transplant and the host and VRBO have nothing to offer, nothing to resolve the poor service being given after spending over $6,000 for a 30-day stay. I am appalled and WILL NEVER USE VRBO AGAIN! I WILL NOT RECOMMEND TO ANYONE TO USE THEM AS A BOOKING COMPANY EITHER!

My husband and I booked a condo in ** ****** for 6 nights originally, then changed it to five. The price charged for our 6 nights was $420 per night but we were only credited $350, a $70 difference that the owner kept. The trip was to celebrate our 53 wedding anniversary. A few days before the trip, my husband was told that he needed emergency heart surgery to revove a mass on his artery which is affecting his breathing. The doctor told him he could not travel after the procedure and wrote a letter to say just that. I contacted the owner of the condo through VRBO twice but with no response. I then called her a left her a message about the situation. When she finally called me back, she told us that to change the date she wanted a $500 change fee plus the difference between the 5 nights at the new rate of $495 vs the $420 we had paid, which I had no problem paying. There was another 10% of something she wanted and all of the money must be paid directly to her, not to VRBO. I called VRBO and they advised against paying outside of VRBO. She wouldn't move the date unless we paid her "extortion" fees, so we lost the $2850 that we paid her. She never cancelled the condo to try to find a last minute renter. That's because she gets to collect all the money, including fees which were not used: Air conditioning $300, Cleaning $150, propoerty damaging protection $59, etc. We are still in the states waiting for a specialist since the cardiologist could not get his wire even through the huge calcium blockage (90% closed)We have been given bad advice from VRBO and lost our vacation and a chance to reschedule it at a later time. We should at least be given the A/C & cleaing fees, the Prop. dam prot. fees and the $70 due to us from changing the nights from 6 to 5. The "team" at VRBO never got back in touch with us as promised. Help!

What a horrendous platform Vrbo is. A booking inquiry has now blocked by Thanksgiving weekend calendar for 3 weeks even though a booking was never confirmed by me or the guest. The inquiry says the I have negative 341 hours to respond and the hours keep going up. **************** after much hold time says it's been "escalated" but that was 2 weeks ago. Meanwhile I lose out on critical revenue for a holiday weekend. Congrats VRBO you just helped make me a 100% exclusive ****** host for my 3 rental properties.

Im having a problem with VRBO without even booking something! I made an inquiry to an owner who answered by changing the terms and marking it pending. Then they sent me a payment request. The customer service *** said there was nothing they could do, and if I dont pay the booking will disappear. However the owner is sending me messages and I certainly dont want their place. Not going to use them again,