Complaints

This profile includes complaints for Vrbo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vrbo

  1111 Expedia Group Way W Seattle, WA 98119

  
• 

  VRBO McLean Family Property ID790562vb

  18 cottage lane Marmora, ON K0K 2M0

• 

  Vacation Rentals By Owners

  3635 S. Fletcher Avenue Fernandina Beach, FL 32034

• 

  Vacation Rentals By Owners

  3835 Oak Street Jacksonville, FL 32205

• 

  VRBO

  1500 Legends Dr, Myrtle Beach, SC 29579

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on may 28th i made a reservation for a 3 day stay at the VRBO property at ************************************************************. , N0P 2L0. Property #********. The reservation was for the dates of June 18 to 21, 2025. On-line cost details showed a rate of $1,426 CAD with a cost breakdown as follows; 3 nights @ $345/Nt., taxes of $164, Serv. Fee of $127 and Cleaning fee of $100 for a total of $1,426. I was instead charged a total of $1,650.93. I have contacted VRBO and the vendor with no resolution. They stated that the price for that time period should have shown the higher rate but it in fact did not. The on-line portal did not reflect the higher rate and only after acceptance by the property owner was the rate increased. I feel this is a case of bait and switch advertising. VRBO stated that they could process a refund if only I could PROVE that the on-line rate I was shown was lower. Other than writing it down from the cost details prior to making my booking I have no such independent verification. If i go through the booking process for a stay the end of September, low season I presume, I do see the exact same quote that i was given when I made the booking in May. I did not make up the lower quote that I saw during the booking process.There was an invoice that was attached to an email that came through prior to our departure but other than noting the title that our stay was confirmed, i Did not open it to scan for errors. My reservation was already confirmed on the VRBO website. Although this may be a glitch on their on-line portal I believe it is one that must be fixed and that VRBO must bear responsibility. I am therefore asking for a refund of the cost above the rate I was originally quoted on-line. That differential is $225. I do not have transcripts from my discussions with VRBO but I am attaching the email string from my discussions with the property owner.Regards ***** *******

  Business Response

  Date: 07/13/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address ***** ******** concerns regarding a pricing discrepancy with his recent reservation. At Vrbo, we are committed to providing a transparent and positive experience for all of our guests.
  
  In reference to this case, Mr. ******* reported that he was quoted a total of $1,426 CAD for a 3-night stay at a property in *************** but was ultimately charged $1,650.93. Although Mr. ******* did not have a screenshot of the original quote, he provided a detailed cost breakdown and reservation reference.
  
  While our standard policy requires proof of the quoted rate, Vrbo recognizes the guests concerns and as a gesture of goodwill, we have issued a refund of $225 CAD to Mr. ***************** appreciate Mr. ******** patience throughout this process and remain committed to ensuring a fair and reliable experience for all users of our platform. Should there be any further questions or concerns, please do not hesitate to contact us.

  Best regards,

  Vrbo Customer Support Team

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Case # Vrbo ********* Cancelled a booking, host failed to refund, VRBO states they refund if hosts fails to. Worked with ******* ************************** Resolutions Team VRBO help reservation ID: *********** ********************** case # ********* On 6-18-2025 talked with superviser **** he followed up and was checking with the guarantee team, as they noted they have my paperwork. I asked for response by phone or text, no resonse, this is going on since April 15th.

  Business Response

  Date: 07/15/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******* ******* concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We acknowledge ********* frustration and apologize for the inconvenience this situation has caused. 
  
  Following a comprehensive investigation, case ********* was escalated to our Social Response Team. On July 9, 2025, ******* submitted a denial letter from their financial institution. In alignment with the property's cancellation policy which states, 100% refund for cancellations requested by June 6, 2025, at 11:59 PM (property's local time) and a full refund was processed. ******* was notified via email on July 10, 2025, and can expect to receive the refund to their original method of payment within 5 to 7 business days.
  
  While we regret that ********* experience did not meet their expectations, we appreciate the opportunity to address the concerns raised. If you have any further questions or concerns regarding this matter, please dont hesitate to contact us.
  
  Best regards,
  Vrbo Customer Support Team
  
  

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $2,180 to Vrbo, via third party finance provider ******, approximately two months ago to rent a house for two nights: 6/27/2025 and 6/28/2025. When we arrived on 6/27/2025 at the agreed-upon check-in time (3:00PM), the property was not prepared for guests. Beds were disassembled, there was no air conditioning, there was no internet, and the pool/hot tub were both dirty and ice cold. All of these things were promised/advertised in the listing, and more. Additionally, we noticed that safety equipment was out of date - fire extinguishers were expired, and smoke detectors were completely missing. We spoke to the owner of the property that night, we have a recording of her admitting she mixed the dates up and promising she would refund us.I contacted Vrbo as soon as possible, 6/29/2025, and they said the host would contact me the next day. The host (property owner) has never contacted me since we first spoke to her. On 7/2/2025 I contacted Vrbo again, again submitting photographic proof of the claim. It is now 7/4/2025 and Vrbo sent me a form to fill out. I need no know how to move forward and receive a refund - which I am now expecting to be in full rather than just for the first night. I have disputed the charge with Affirm and feel my only course of action remaining is to file this complaint.Furthermore, while I cannot complain about the property owner, I wish I could somehow ensure that nobody else has this experience. I understand she has other properties. I will have to hope that the negative review I leave will suffice, but I do not wish to do that until this issue is resolved.

  Business Response

  Date: 07/12/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******* Mallorys *********** Vrbo we take complaints seriously and strive to provide our customers with great experiences. We understand that ******* is seeking refund for their recent reservation, which did not meet expectations due to multiple issues at the property.
  
  Case ********* has been escalated to the appropriate team to ensure ******** concerns are addressed thoroughly and promptly. Our team is actively communicating with ******* via email to provide ongoing support throughout this process. After a detailed review of the documentation and evidence submitted, we have confirmed that the stay in question has been completed. As such, any refund would be at the hosts discretion.
  
  As the stay has concluded, our ability to intervene with the host regarding a refund is limited. However, we continue to work closely with the host to address the concerns raised and remain committed to achieving a fair and timely resolution. Please be assured that Vrbo is fully dedicated to providing the best possible resolution in a timely manner. We will keep ******* informed via email with updates on the outcome and next steps.
  
  Thank you for reaching out to us about ******* Mallorys concerns.We are always looking for ways to improve and rely on valuable feedback from our customers to guide those efforts.
  
  Best regards,
  
  Vrbo Customer Support Team

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23556258
  
  I am rejecting this response for the time being because I have not yet received any type of refund. Vrbo and the host claim it has been processed, but I am not willing to close my complaint until I have actually received it.

  Additionally, I find Vrbo's response unacceptable is I believe it should be their responsibility to vet the hosts on their platform. Had they responded in a timely manner and informed me I should not complete my stay, I wouldn't have.

  To the BBB - I greatly appreciate your assistance in resolving this matter.

   

  Sincerely,
  ******* *******

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 17th I booked a property. I tried to cancel June 18th, but the host said I would have to speak to VRBO to cancel (a lie). Once I discovered that lie, I contacted VRBO on June 22nd to cancel. At the time of booking, we were subject to a 50% cancellation policy. I was asking the host to waive it since we had only tied the property up for less than 24 hours. He was not wiling to waive - fine. However, I still have not received my 50% refund as of July 2nd. I have called and chatted with VRBO multiple times. At this point, the host owes me interest on the money that he is illegally keeping. I have 2 emails from VRBO saying that I would receive MORE than the 50% refund (I can't seem to attach emails, but can certainly forward. The specialized team at VRBO keeps saying they will review and call me the next day, but no one calls and no resolution is provided. Why is this liar of a host allowed to keep more than 50% of the cancellation fee? This is simple math. It's not that difficult. And yet VRBO cannot explain it to me or resolve it in any satisfactory way and I'm just told they will "follow up." Additionally, why can't VRBO respond faster than they do when problems arise? Their response time when a problem arises is extremely poor.

  Business Response

  Date: 07/10/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******* Blacks concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We recognize ********* frustration regarding their experience. We are sorry to hear that their vacation plans did not go as expected and apologize for the inconvenience caused.
  Upon a thorough review of case reference *********, we can confirm that our Social Response Team conducted a complete investigation and provided an appropriate resolution based on the information available. Our team has taken into account all relevant details to ensure a fair and considerate outcome in line with our policies.
  
  While we regret that ********* experience did not meet expectations, we appreciate the opportunity to address the issues raised and wish the guest the best in resolving any further concerns.
  
  Best regards, 
  Vrbo Customer Support Team

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23550087
  
  I am rejecting this response because: the VRBO owner was permitted to keep more than 50% of what I paid.  I only received the 50% after NUMEROUS complaints to VRBO.  To date, the host still has kept more than 50% of the paid amount.  How does that follow their written policy? 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2024, I booked and fully paid for a rental in *******, ** over the July 4th weekend through VRBO. Two weeks before check-in, I still had not heard from the host. I contacted VRBO support with concerns, especially after seeing a new review saying the host never provided entry info and the guest had to cancel. I was assured by VRBO that the host would reach out 3 days before arrival and not to worry.I continued to follow up, and was advised to text the host directly. She replied that she had canceled her VRBO listing months ago and no longer rented through their platform. I immediately called VRBO again and was told that if the host didnt respond within 2448 hours, I would receive a full refund and may qualify for reimbursement of additional rebooking costs.Given the urgency (holiday weekend, dogs, another family relying on me, very limited availability), I rebooked that same weekend through ****** for $800 more. VRBO did not formally cancel and refund me until I followed up again and provided proof of the hosts message. After this, they sent me policy terms stating reimbursement only applies if rebooking is done through VRBO, Expedia, or Hotels.cominfo I was not given in advance.They offered only $200 as a gesture of goodwill, despite my rebooking being based on their own teams guidance and the host no longer being active on their platform. I am requesting reimbursement of at least $400 to cover part of the cost difference. I acted in good faith and with urgency, and VRBO failed to properly vet listings and support its customer.

  Business Response

  Date: 07/06/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ***** ***** concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences.
  
  We recognize ****** frustration regarding their experience. We are sorry to hear that their vacation plans did not go as expected and apologize for the inconvenience caused.
  
  Upon a thorough review of case reference *********, we can confirm that our Social Response Team conducted a complete investigation and provided an appropriate resolution based on the information available. As part of this resolution, a reimbursement of $849.00 was processed to cover the price difference of the new reservation. Our team has taken into account all relevant details to ensure a fair and considerate outcome in line with our policies.
  
  While we regret that ****** experience did not meet expectations, we appreciate the opportunity to address the issues raised and wish the guest the best in resolving any further concerns.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked air b and b with vrbo for 3 nights for a funeral in ********** 5/2-5/5/2025. When arriving to the property the smell was not tolerable very moldy like smell, property also not like pictures posted on site . Informed the Host that we would be leaving right away and not staying the book nights. slept in the car that night because all other hotels were booked out in the area. Informed vrbo I wanted refund they instructed to requested refund from host, no response from host. Disputed charges with ********** they refunded money until 6/30/25 when they reversed the fee stating the host denied refund stating I signed the term and conditions. Contacted Vrbo again they stated nothing they can do contact the host, message host again to explain it is unethical to keep all my money since I didn't even stay one the property but no response.

  Business Response

  Date: 07/10/2025

  Dear Better Business Bureau,
  
  Thank you for bringing to our attention the concerns raised by ****** ****** regarding a refund request for a reservation scheduled from May 2 to May 5, 2025. We sincerely regret any frustration and inconvenience experienced during this time.
  
  At Vrbo, we take customer feedback seriously and are committed to addressing concerns in a timely and transparent manner. Following our initial review of this case, our Social Response team contacted the traveler via email on July 3 and again on July 10, 2025, requesting supporting documentation and photographs to assist with the investigation into the reported condition of the property.
  
  As of today, we have not received a response with the requested information. In alignment with our policies, we are unable to proceed further without this supporting information. However, we remain available and willing to assist as soon as the traveler is able to provide the necessary documentation.
  
  This matter continues to be reviewed under case number ********* and remains committed to maintaining communication in good faith and offering assistance wherever possible, within policy guidelines.
  
  Thank you for your understanding and for providing the opportunity to address this concern.
  
  Best regards, 
  Vrbo Customer Support Team

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The VRBO clearly states all fees are included in the price but when I attempt yo book the fee has added expenses ( a** attached files)

  Business Response

  Date: 07/08/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** ****** concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. We understand that ****** ***** is concerned about a pricing discrepancy encountered during the booking process and is seeking clarification.
  
  We recognize ****** ****** frustration regarding the experience. We are sorry to hear that the booking process did not go as expected, and we apologize for any confusion or inconvenience caused.
  
  When we receive complaints, we encourage both parties to work toward a mutual resolution. Our procedure is to note both sides of the situation and closely monitor accounts that have had a complaint filed. Please note that Vrbo serves as an intermediary between the guest and the property owner. Therefore, pricing and fees are subject to the information and terms provided by the host and subject to applicable taxes.
  
  Upon thorough investigation, the case ********* was escalated to our Social Response Team. Our team reached out to ****** ***** via email to provide clarification. Our findings confirmed that while the platform displays an all fees included message, applicable taxes are calculated and added at the final step once the guest selects Book Now.
  
  While we regret that ****** ****** experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please contact us.
  
  Regards,
  Vrbo Customer Support

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a Vrbo host home and I reached out to a guest reservation thats on September letting him know my roof was leaking, needed repairs and told him Id keep him updated. I was doing this out of courtesy to let him know. He than asked me to cancel the reservation. When you look at my messsages in my in box, you can see where Im talking about this to guest, but when you click on that particular message thread, that conversation isnt there and none of the ones after that. They have been deleted. I reached back out to the guest and he said yes, we did discuss this, didnt deny asking me to cancel,. But yet Vrbo deleted my messages, they arent there, they are saying they didnt but Im attaching proof and they are penalizing me for it. How many others are they deleting messages from for their own purpose to penalize host homes.

  Business Response

  Date: 07/09/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address **** Dennisons concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that **** raised concern regarding the penalty for the cancellation of the guest's booking with reservation ID HA-KSJTWM.
  
  We have thoroughly reviewed the documentation and evidence **** has provided regarding this complaint.
  
  Considering all the facts we are pleased to inform **** that we've successfully waived the cancellation penalty for booking HA-KSJTWM. This means **** won't incur any penalties, such as invoices, for this reservation. We have verified that your listing is enabled and visible on Vrbo website. If, by any chance, **** receives an invoice related to HA-KSJTWM, we recommend connecting back to our team and we would be more than happy to help.
  
  We are grateful for the time and effort that **** Dennisons has taken to share their concerns with us. Thank you for bringing this matter to our attention.   
  
  Best regards,  
  
  Vrbo Customer Support Team 

• Initial Complaint

  Date:06/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a property owner who listed my rental on VRBO. A guest was promised a full refund by VRBO due to an issue that was entirely VRBOs responsibility not mine as the host.Despite this clear promise, VRBO failed to issue the full refund. Specifically, $75.67 remains unpaid. I have screenshots of messages with a VRBO customer service agent stating that the guest would receive a full refund. That refund has not been fulfilled.I followed up with VRBO several times, but they ultimately stopped responding to my emails and provided no further assistance. I also tried to resolve this on my own through the VRBO website, but it repeatedly gives me an error and does not allow me to submit the necessary actions from my end.This situation unfairly forces me to take responsibility for VRBOs mistake in order to protect my reputation as a host and ensure guest satisfaction.I am requesting that VRBO:Issue the remaining $75.67 refund directly to the guest, or Reimburse me so I can issue the refund myself.I have full documentation available, including the refund promise and all communication with VRBO support.

  Business Response

  Date: 07/08/2025

  Dear Better Business Bureau, 
  
  Thank you for allowing us the opportunity to address **** ***** concerns. At Vrbo we take complaints seriously and strive to provide our Hosts with great experiences. 
  
  We understand Zeke's frustration regarding their experience. We are sorry to hear that their experience with Vrbo did not go as expected. 
  
  We are re-investigating their concerns. Case ********* has been escalated to the social response team. The team is currently dealing with the tech team and will reach out to **** via email. We anticipate that a final resolution will be available within the next 7 business days. Should that change, our team will update the host. We will ensure that the host's concerns are addressed to the full extent we are capable of assisting. 
  
  Thank you for bringing this matter to our attention and allowing us a chance for a resolution. 
  
  Best regards, 
  Vrbo Customer Support Team
  
  
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23535082
  
  I am rejecting this response because: The case has not been resolved as the VRBO has told me multiple times that they are looking into the case and yet I have not received a resolution.
  
  Sincerely,
  
  ******* ***

  Customer Answer

  Date: 07/17/2025

  Merchant has provided the refund to guest 

• Initial Complaint

  Date:06/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I list my property to rent on VRBO. Recently I had someone rent my property within only a couple weeks of the rental date. VRBO without my consent offered my property at a discount which a consumer rented the property for. I first learned of this at the time of the reservation when VRBO notified me of the rental and deducted the discount amount from the funds they are paying me. I had called a couple times to complain and elevated this and was told an email was sent to me saying they were applying a discount unless I responded to opt out. I don't recall receiving such an email. One of their customer service **** told me they received complaints about this daily but do not reimburse the charge. I find this unethical and question the legality of this. This was less than a $500 issue so I am not sure I can get legal representation to fight for this and it would be cost prohibitive to pursue this. I am hoping the BBB can assist.

  Business Response

  Date: 07/05/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** Botwins concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that ****** is concerned about the 10% discount that was added to one of your guests booking.
  
  We appreciate the time and effort ****** has taken to share their concerns with us. We constantly drive to provide the best services. We regret that ****** experienced this for the booking.
  
  We thoroughly reviewed the information ****** provided regarding this complaint and found our team have processed compensation of USD $448.00, equivalent to the 10% discount to ****** that was deducted from your guest payment due to Vrbo's "Last Minute Promotions."
  
  Additionally, we have ensured that the last-minute discount feature has been paused on ****** dashboard for all listings, so ****** wont have to worry about this happening again.
  
  Thank you for reaching out to us about ******* concerns. We are always looking for ways to improve and rely on valuable feedback from our customers to guide those efforts. Please let us know if there are any other questions or concerns, we can address regarding this matter.
  
  Best regards,
  
  Vrbo Customer Support Team

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23535028
  
  I am rejecting this response because: VRBO did indicate they were providing a refund on July 3, 2025.  I followed their instructions on July 3rd on how to receive this which told me it may be a 30 minute delay before the transaction completes.  It is not July 5th and I have still not received the funds.  I did send them an email early in the day inquiring about this and have not heard back yet.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 07/15/2025

  Thank you for the refund.  While it is unfortunate I had to go to the BBB to have them help me get reimbursement and it took hours out of my life with VRBO fo what is otherwise an unethical business practice by VRBO.   I did receive the refund and appreciate that.