Travel Agency
VrboInformation and Alerts
Service Area
- TX
Alert Details
This business has 2 alerts.
Pattern of Complaints
Pattern of Complaint: BBB files indicate that this business has a pattern of complaints in which consumers allege an unreasonable delay in providing customer refunds, misrepresentations in the “Book With Confidence Guarantee”, and significant material misrepresentations in listings on the Vrbo website. On November 14th, 2024, BBB submitted a written request to the company encouraging them to address their pattern of complaints. On January 10th, 2025, BBB received a response from VRBO. Please see Investigation Alert for more information. BBB will update this profile when more information is available.
Alert
Investigation of Business Practices: In June of 2023, BBB began investigating Vrbo’s business practices. This investigation was prompted by a large volume of complaints and customer reviews received by BBB. Based on an evaluation of the consumer complaints and customer review data, BBB’s file conditions indicate that this business has a pattern of complaints and customer reviews concerning customer service issues, and Guarantee issues specifically around the terms and conditions of the “Book With Confidence Guarantee.”
In addition, consumers allege:
• An unreasonable delay in providing customer refunds.
• Material misrepresentation of the presented/booked listings.
• Listings are not viewable on the website after Vrbo has received payment.
• An unreasonable delay in receiving payments for their rental after the reservation has concluded.
BBB is concerned about the pattern and underlying issues of these allegations.
In November 2024, BBB began contacting Vrbo to address the underlying issues of these disputes. BBB requested the business respond with an outline of the policies/procedures, actions they are taking, and other efforts they have in place to help address and eliminate the underlying issues of this pattern. BBB received a response from Vrbo on January 10th, 2025, outlining changes made to their Book with Confidence Guarantee, Host Initiated Cancellation Policy, Substandard Hosts & Property Managers Policy, Premier Host Standards, and Host Payout Policy to address the complaint concerns. BBB will update this profile with any additional information, including any business responses, when it is available.
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