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:06/28/2025

  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.

  I rented a home from VRBO in February. Upon arriving the house entrance and sidewalks were completely covered in ice. We contacted the agency and were told too bad. It was dangerous to exit and enter the home. My elderly mom had to turn back and go home. Also we found drugs and drug paraphernalia around the home.

  Business Response

  Date: 07/05/2025

  Dear Better Business Bureau, 
   
  Thank you for allowing us the opportunity to address ***** Pecoraros concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that ***** is asking for a refund for the booking HA-4RH4W5.
  
  We appreciate the time and effort ***** has taken to share their concerns with us. We constantly advise our hosts to provide the property in the best security. We regret that ***** must experience this during the stay.
  
  We have thoroughly reviewed the information ***** provided regarding this complaint and found this was a weather-related situation beyond the control of the host. Additionally, we did not receive any communication from ***** during our stay regarding this matter, which limits our ability to take immediate action or offer a full refund. 
  
  Considering the situation we have moved forward and offered USD $250 to *****. Since ***** has already accepted this offer our team will be processing it soon. With this we consider this matter resolved and we are happy that we were able to get the desired outcome for *****.
  
  Thank you for reaching out to us about Nadias 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 
  
  

• Initial Complaint

  Date:06/28/2025

  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 rented a room in ************, SC through VRBO. On June 14, 2025, VRBO charged me $179.68. The reservation was cancelled due to a maintenance issue at the property I rented. The reservation was cancelled by the property and by the ***************************** on June 20, 2025 and I received a full refund from those parties. VRBO has yet to provide a refund as of today, June 28, 2025, despite them telling me that the reason for withholding the refund was that the reservation had yet to be cancelled by the property/owner. I believe they are withholding my refund as retribution for my complaint AND they are collecting interest on the money. If they wait much longer I will be asking for interest on my refund.

  Business Response

  Date: 07/06/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address **** McCools concerns.
  
  We understand the Mikes frustration regarding the delay in receiving a refund for their canceled reservation. After thoroughly reviewing the case reference *********, we confirmed that the property was canceled by the management company on June 20, 2025, due to a maintenance issue. 
  
  We are pleased to confirm that a full refund of the Vrbo service fee in the amount of $179.68 was processed on July 3, 2025. It may take 5 to 7 business days for the amount to reflect, depending on their bank or card provider.
  
  We apologize for the delay and appreciate the Mikes patience throughout the process. We take guest concerns seriously and strive to resolve every case with transparency and fairness.
  
  Sincerely,
  Vrbo Customer Support Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23531006
  
  I am rejecting this response because: I believe their response to be disingenuous. On June 19, VRBO knew or should have know, that the reservation was cancelled by the property owner and that I had received a full refund ($1,259) from the property owner. The message on the VRBO app from ************************ & Hotels (****************** property manager) to me was evidence that Compass Cove was responsible for the cancellation and that ************ refund had been sent to me. I provided VRBO with this information and yet they waited until July 2 to refund the $179. Very disappointing. 

  In the future I will try to avoid using VRBO so not to have to run the gauntlet of VRBO/Home Away/Expedia/******** Resorts & Hotels/************ just to rent a hotel. Too many middlemen looking to get paid. 

  
  Sincerely,
  
  **** Mc

• Initial Complaint

  Date:06/27/2025

  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.

  We were just robbed in our VRBO in ****** and cannot get into contact with the host or the company. This is an absolute disgrace - we called the VRBO help line only to be hung up on when an agent got on the call. And we have now been on hold with the help number for over 30 minutes, when the VRBO line said it would only take 5-6 minutes for an agent to join the call. On our second night, we came back from dinner to find that the apartment was broken into and thousands of dollars worth of jewelry and technology were stolen as well as all wallets containing IDs and credit cards. Hundreds of dollars had already been charged on the cards by our return. On the first day, the electricity went out and the host sent someone over to help us with the issue. This was likely when our belongings were cased and the robbery was set up. There was no sign of forced entry and the door was locked on our return. We messaged and called the host when we discovered the robbery and they promptly cut off their phone line and did not reply. It has been over an hour now, and VRBO has been impossible to contact. This is unbelievably dangerous and despicable. A company of this size should have immediate aid for situation such as this. We will never be using VRBO again and neither will anyone else we know.

  Business Response

  Date: 07/05/2025

  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 experience. We understand that ***** is asking for a full refund due to the robbery situation at the listing.
  
  We appreciate the time and effort ***** has taken to share their concerns with us. We constantly advise our hosts to provide the property in the best security.We regret that ***** must experience this during the stay.
  
  We have thoroughly reviewed the information ***** has provided regarding this complaint and found some details on the host's part, as the host has also contacted us regarding this matter. We have informed the host about the same.
  
  Since, the robbery took place when the door was locked, and neither ***** nor the host was at fault in this matter, this is something which only the local authorities can investigate. We hope that ***** or the host has already lodged a complaint with the local police and shared all related details, if not, we would suggest you do that soon. 
  
  For now, this is the only way to get help, as Vrbo cannot intervene in matters like this. We share this with ***** after a thorough investigation with several teams and by checking all abiding policies.
  
  Thank you for reaching out to us about Alicks 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 

• Initial Complaint

  Date:06/27/2025

  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 6/2/2025 I arrived at the property in **************** coming from ***************** with myself and 3 children. Upon arrival we were confused and thought that this was a different home because it looked nothing like the pictures online. In fact we roamed the property inside and out for several minutes to make sure we were at the correct home. One of the roams reeked of smoke and the outside of the home was unkept with bushes and weeds overgrowing. The outside grill area was filthy with old dirty, empty bottles and rags. The grill was disgusting and looked very worn, missing ceiling fans, all of the outside furniture had dirty spots, cigarette holes as well as holes in the furniture itself. The pool also had debris in it. We tried to stick it out but it bothered me as we had paid $2957.40 for the home. I initially reached out to the host to see how to use the grill, she offered to have another host come over to show me how it works. When I met with her, I explained my dissatisfaction with the entire property and pointed out how filthy it was and nothing like the pictures. She said she would let the other host know and would be in touch. ****** reached out and offered me a FULL refund if I wanted to relocate. This was in writing. Fortunately, I was able to find another home but had to spend an additional $2600 through ******. I told ****** I appreciated her offer and I would like to relocate. She proceeded to process a refund but it was only for $2056.33. I reached out and told her that their may be an error because the full amount wasn't processed. I then reached out to VRBO and the agent named Shantodip said he saw the conversation and confirmed that the host did say in writing that a full refund would be given. He said he would reach out to the host so that she can expedite the remaining refund and that if the host did not initiate it within 24 hrs he would proceed to handle on his end. He also put this in writing in an email to me. No refund has been received

  Business Response

  Date: 07/05/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** Lawsons concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We recognize Meghans 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 Meghans 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:06/27/2025

  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.

  We rented a property at **************** through Vrbo/Vacasa (GCZT5PQ7) for a multi-generational family gathering (11 adults, 5 children2 under age 2). The listing was advertised as a clean, new, family-friendly home. It was not.From the first night, our grandchild under 2 cried nonstop. The next morning, we discovered visible mold in the attic room (with 8 beds), the middle bathroom, and the half bath downstairs. She had respiratory concerns and previously spent time in the NICUthis was alarming. Other family members had to sleep on recliners and sofas because that room was unsafe. The only downstairs bed had no box spring, and the mattress sagged. I found bloodstains on the comforter and sheet and had to wash them myself.A stair platform gave way, and a family member fell. We have photo evidence. The stairs were dangerous, but we had no choice but to use them to access most of the sleeping space. The garbage disposal was broken, and repaired by a family member. The towels were worn and mismatched, and the cookware wasnt adequate for 15 guests. We had to travel nearly 30 miles to buy basics.We paid $389.70 for a golf cart and $350 in amenity fees, but we couldnt properly utilize them because most of our time was spent trying to remedy the crisis situation that was created by the unsafe and unsanitary conditions at the property. We spent hours calling and emailing Vrbo/Vacasa with little support and delayed responses. Our local host became unreachablewe had to call from different numbers just to try to get an answer.The property was listed as new, but it was not in livable condition. We were offered a replacement property late in the trip, but had to leave early, so we are requesting a partial refund to reflect the time, money, and emotional strain this experience caused. This complaint is not just about moneyits about safety. This property should be removed until repairs are made. My review has also not been posted, which raises more concern.

  Business Response

  Date: 07/04/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address **** Quick's concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that **** is seeking a refund for their recent reservation that did not meet expectations due to multiple cleanliness issues.
  
  We have thoroughly reviewed the documentation and evidence **** has provided regarding this complaint.
  
  Our Book with Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. At our core, we are dedicated to ensuring that our travelers have a wonderful experience from start to finish. We understand how important it is for every journey to be enjoyable and stress-free, and we continually strive to create memorable moments for our guests. It is our firm belief that no traveler should ever have to face difficult situations that detract from their adventures. We are committed to providing exceptional support and service, so that every traveler can focus on the joy of exploration and make the most of their travels with us.
  
  Though **** is not eligible for a refund under our Guarantee, we do understand that her stay did not meet expectations, and she was inconvenienced by the cleanliness issues. Therefore, for the inconvenience,and as a gesture of goodwill, we have emailed **** on June 27, 2025, and offered a financial concession of USD ******. This offer is being made in good faith to resolve the matter amicably and to express our sincere regret for any inconvenience caused. Please understand that a full refund is not possible based on our policies and limitations currently.
  
  **** will need to follow up with the host to further discuss a full refund of this booking. Vrbo is not a party to any agreements made between users of our platform. This complaint and any desired resolution lie with the host.??
  
  Our site terms and conditions are outlined in Section 1. The Site is a Venue and We are Not a Party to any Rental Agreement or other Transaction Between Users of the Site, that Vrbo does not own or manage any property listed on our platform, and each user is responsible for their own conduct. For convenience,we have included an excerpt below: ?
  
  We urge all users to be responsible for their use of this Site and any transaction entered because of either listing a property or renting a property.?We do not own or manage, nor can we contract for, any vacation rental property listed on a Site...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...Users agree that they are responsible for, and agree to abide by, all laws, rules and regulations applicable to their use of the Site, their use of any tool, service or product offered on the Site and any transaction they enter into on the Site or in connection with their use of the Site."
  
  Our site terms and conditions can be read in full here:************************************************************
  
  We have assured **** that we have provided the resolution using the best of our resources.
  
  We are grateful for the time and effort that **** Quick has taken to share their concerns with us. While we cannot guarantee a specific outcome, we will ensure that every avenue is explored to provide the return of their damage deposit that they are seeking. Thank you for bringing this matter to our attention.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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.

  We checked into Illume Penthouse 6/12 6/16, *************************************. Late afternoon on 6/13 the unit was leaking from the ceiling in one of the bedrooms and living room. The water was coming through the ceiling drywall and from the canned light fixture in the living room. The bedroom rug was soaking wet and the floors were puddling.We reached out with regards to the issues and were told to wait while management was contacted; 45 minutes later we were told to put towels down and theyd give us more towels in the morning. We called again and explained the ***************** hazard of the issue, the fact that the ceiling was bowing and starting to crack. We were moved to a different location.This leads us to believe that this was already a known issue, otherwise they wouldve sent someone over to the property if they had a concern or any urgency at all which they would have if this was the first time being brought to their ************ get to this new location, we needed to take an extra large **** to accommodate all of us and our luggage. We missed our dinner reservations.The unit that was leaking was decorated by my friends for my 40th birthday party and the decorations were ruined. We had a laptop plugged in on the table, and the cord is now ruined. The shoes and clothing items that we had on the floor of the room are also what I consider ruined because they were soaking wet.The new unit was not within walking distance from ******** nor did it have a pool. Both of those features were attached to the unit that was leaking. The trip was booked with proximity to ******** along with having a pool for a 40th birthday celebration. we were refunded $335.94 and there is no way that this compensates for the ruined vacation and inconveniences that were caused. The fact that we could not walk to ******** and had to **** to and from each day multiple times took away from how we wanted our vacation to be and also made us spend additional money.

  Business Response

  Date: 07/04/2025

  Dear Better Business Bureau,

  Thank you for allowing us the opportunity to address **** Quick's concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that **** is seeking a refund for their recent reservation that did not meet expectations due to multiple cleanliness issues.
  
  We have thoroughly reviewed the documentation and evidence **** has provided regarding this complaint.
  
  Our Book with Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. At our core, we are dedicated to ensuring that our travelers have a wonderful experience from start to finish. We understand how important it is for every journey to be enjoyable and stress-free, and we continually strive to create memorable moments for our guests. It is our firm belief that no traveler should ever have to face difficult situations that detract from their adventures. We are committed to providing exceptional support and service, so that every traveler can focus on the joy of exploration and make the most of their travels with us.
  
  Though **** is not eligible for a refund under our Guarantee, we do understand that her stay did not meet expectations, and she was inconvenienced by the cleanliness issues. Therefore, for the inconvenience, and as a gesture of goodwill, we have emailed **** on June 27, 2025, and offered a financial concession of USD ******. This offer is being made in good faith to resolve the matter amicably and to express our sincere regret for any inconvenience caused. Please understand that a full refund is not possible based on our policies and limitations currently.
  
  **** will need to follow up with the host to further discuss a full refund of this booking. Vrbo is not a party to any agreements made between users of our platform. This complaint and any desired resolution lie with the host.??
  
  Our site terms and conditions are outlined in Section 1. The Site is a Venue and We are Not a Party to any Rental Agreement or other Transaction Between Users of the Site, that Vrbo does not own or manage any property listed on our platform, and each user is responsible for their own conduct. For convenience, we have included an excerpt below: ?
  
  We urge all users to be responsible for their use of this Site and any transaction entered because of either listing a property or renting a property.?We do not own or manage, nor can we contract for, any vacation rental property listed on a Site...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...Users agree that they are responsible for, and agree to abide by, all laws, rules and regulations applicable to their use of the Site, their use of any tool, service or product offered on the Site and any transaction they enter into on the Site or in connection with their use of the Site."
  
  Our site terms and conditions can be read in full here: ************************************************************
  
  We have assured **** that we have provided the resolution using the best of our resources.
  
  We are grateful for the time and effort that **** Quick has taken to share their concerns with us. While we cannot guarantee a specific outcome, we will ensure that every avenue is explored to provide the return of their damage deposit that they are seeking. Thank you for bringing this matter to our attention.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 07/07/2025

   
  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,
  
  **** Quick

• Initial Complaint

  Date:06/27/2025

  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 6/20/25, I submitted a booking request then several hours later I received a message that the location was already rented for the time period requested. However, when I went back to the listing it was still active. I just checked again on 6/27/25 and the property is still listed available. So, I am not sure of what discriminatory process if being used to screen potential guest. I did contact the Host and received no explanation, and I contacted VRBO on the 20th when the situation occurred and also received no response. I had no other option but to go with a significantly more expensive property.

  Business Response

  Date: 07/04/2025

  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 guests with great experiences.
  
  We understand ******* 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 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 guests. We will ensure that the traveler'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: 07/07/2025

   
  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:06/27/2025

  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.

  This is the worst company that I have ever booked with. The day that I checked into the house that I rented, my guest and I discovered that there was a cockroach infestation and mouse droppings. That same day I contacted the host who ignored my messages as well as Vrbo, who informed me that they would stay an investigation. Our party of 7 left that same day and had to find other accommodations. I informed the host and Vrbo that we were not staying on the property and that we were leaving. This was 2 weeks ago. Today I received an email telling me that I Vrbo cannot assist me with collecting my refund and that I will have to contact the host directly. That is the craziest thing that I had be ever heard of.

  Business Response

  Date: 07/04/2025

  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 guests with great experiences.
  
  We understand Ladonia'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 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 guests. We will ensure that the traveler'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: 07/08/2025

   
  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:06/26/2025

  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.

  FROM THE FIRST DAY WE ARRIVED IT WAS A HEADACHE, THE AIR CONDITIONERS DIDN'T WORK WELL, MY CHILDREN HAD TO GO TO SLEEP WITH US I HAD TO SLEEP ON AN INFLATABLE MATTRESS. NOTHING THAT WAS SHOWN IN THE VRBO PHOTOGRAPHS WAS ACCURATE. ALL THE EQUIPMENT IN THE ***** WAS BROKEN AND DIRTY, THE GRILL DIRTY, THE POOL WITH ALGAE.THE SLIDING DOORS WERE GOING OUT OF THE ***** THEY WERE SUPER HARD AND UNCOMFORTABLE MATTRESSES ALSO THERE WERE NO BLANKETS TO COVER YOURSELF WITH.THEY CHARGED ME AND MY FAMILY ***** DOLLARS FOR SOMETHING THAT WAS NOT WHAT THEY SAID. I HAD NO CHOICE BUT TO STAY BECAUSE I DID NOT KNOW THE **** NOR HAD THE MONEY TO PAY ANOTHER PLACE.ON THE PENULTIMATE DAY WE RUN OUT OF WATER THERE WAS NO WATER TO BATHE I HAD TO WAIT UNTIL THEY SENT SOMEONE TO COME TO FIX IT.I i demand at least partial reimbursement. deceiving informationd.

  Business Response

  Date: 07/04/2025

  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 guests with great experiences.
   
  We understand Christian'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 will reach out to Christian 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 guests. We will ensure that the traveler'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
  
  

• Initial Complaint

  Date:06/26/2025

  Type:Billing 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 March 4 of this year, I was promised a service fee refund of $73 to go back to my credit card. When my credit card statements arrived in March and in April and there was no credit appearing, I contacted them for research and resolution. They told me the credit was processed on March 10 and that I should contact my bank. I explained I had already done that and they asked me to provide proof by sending them my credit card statements which I did. They told me they would escalate it to the billing department and get back to me. They never responded. I contacted them again and went through the same exact experience. They tell me the credit went through on March 10. Its not showing up on my credit card statements and then they close the case. I have dealt with at least five different individuals via email and phone and no one will admit that the credit was never submitted and simply issue the credit as promised. I have tried to get them to understand the issue for over three months now and I cant get anywhere with anyone in their customer service unit. I am at my wits end. And I have been a VRBO customer for decades!

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to Louise Clynes concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. We understand that Louise experienced difficulties with Vrbo service fee refund and we sincerely apologize for any inconvenience this may have caused.
  
  We acknowledge Louise's frustration regarding their experience and sincerely apologize for the inconvenience they have encountered.
  
  Following a thorough review, case 141307351 was escalated to our Social Response Team and the issue for booking HA-S0SD5Z has been resolved—while the Vrbo service fee was originally paid using OneKeyCash, $47.95 USD was refunded and $25.05 USD had expired; to address this, a $50 USD goodwill reimbursement was issued, and the guest has been informed to expect three emails from Hyperwallet to complete the payment process, with funds expected within 5 business days depending on the chosen method.
  
  While we regret that Louise's 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.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23522736, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Louise Clynes