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

  
• 

  Vacation Rentals By Owner

  39 Peace St Stratford, CT 06615

• 

  Vacation Rentals by Owner/Paul Lefebvre

  18 Cherry Ridge Rd. Bushkill, PA 18324

• 

  VRBO

  1500 Legends Dr, Myrtle Beach, SC 29579

• 

  vacationrentals.com

  2824 Goyne Loop Chester, VA 23831

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:03/21/2025

  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 booked a home on Vrbo. The listing said it sleeps 14. 2 days after booking I began planning who would be sleeping where and noticed that the listing did not have pictures of all the bedrooms. I also noticed that based on the description of the bedrooms, there are not enough beds to sleep 14 people. It can only sleep 12 at most and that is if 2 people share a full sized futon.. I asked the host for additional photos of the bedrooms and he said he does not have pictures beyond what is on the site. I then called Vrbo to pursue canceling my reservation and the host refused my cancelation and has kept my deposit. I tried to enforce VRBOs Book with Confidence promise and they have taken no action on their end to help me.

  Business Response

  Date: 03/13/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******** Johnsons concerns. Our team actively listens to concerns, values input and takes swift action to resolve any issues that may arise. We understand that ******** is seeking a full refund and cancellation of the booking HA-TR0L10.
  
  We have thoroughly reviewed the documentation and evidence ******** has provided regarding this complaint.
  
  After carefully considering all the factors involved, we would like to inform as per the propertys cancellation policy, Victoria reservation was not eligible for cancellation or a refund. However, as one time exception our agent processed the refund of $3,624.05 on February 22, 2025. The booking is now cancelled and fully refunded. The host confirmed and notified you of this through our messaging platform.
  
  We are grateful for the time and effort that ******** Johnsons has taken to share their concerns with us. Thank you for bringing this matter to our attention.
  
  Best regards,
  
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/25/2025

   
  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:03/21/2025

  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 January 1, 2025, I made a reservation through VRBO that was said to be 100 percent refundable. The next day I decided to cancel and told the host. She said no problem and that it was refundable. The host sent me a message asking me to cancel on the site and I did on January 13 when I saw the message. I am being told by VRBO that there is a technical issue. Both the host and I have spent weeks trying to get this reservation cancelled and refunded. We are still being told that it is being "escalated" even though it has been over 4 weeks and the technical problem has still not been resolved. The host cannot confirm the cancellation to refund the money. We have been told several times that is was done, only to find out, it is not. The host has tried, VRBO has given both of us a run around. I am getting nowhere and getting the same answer every week. Still no refund.

  Business Response

  Date: 03/14/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address **** Belkos concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences. We understand that **** is concerned regarding refund against reservation ID *********.
  
  We have thoroughly reviewed the documentation and evidence **** has provided regarding this complaint. After reviewing ****** request, we have been able to found  that **** canceled reservation on January 13, 2025, within the cancellation window to receive a full refund. However, the host was unable to approve the cancellation request and reached out to us on the same day, informing us of an error they encountered while processing the cancellation.
  
  Moreover, dedicated team attempted to resolve the issue, but due to a technical glitch, the cancellation could not be processed. Our team created a ticket and kept **** informed while working on the case. However, we found that **** had already filed a chargeback, which has now been settled in our system.
  
  Please note that once a chargeback has been settled, we no longer have control over the refund process. If **** still facing any issues, we recommend contacting financial institution directly for further assistance.
  
  We are grateful for the time and effort that **** Belkos 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:03/21/2025

  Type:Customer Service 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 booked an accommodation for June on VRBO in October for an area that has very little inventory to begin with. We booked this accommodation so far in advance to get a nice house at a good price - little did we know the house was for sale and then was SOLD with no notification to us. It was not until I asked the seller a question, weeks after the sale date (which was unknown to us) that we received a refund through the seller but that is not where the problem lies. VRBO was NEGLIGENT and did not do due diligence on this house + seller before letting them list this property. They told us it's not their problem because it's 30+ days out from the reservation and we can just rebook a new house. Hotel + VRBO prices have since gone up significantly to which we can not afford to rebook something unless we are given a price match / reduction which they are unwilling to do. This company is negligent in vetting their sellers and I am in need of a resolution other than a "refund" because we have spent 1000s of dollars on flights with now no accommodation because of VRBOs lack of diligence and clear negligence.

  Business Response

  Date: 03/19/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address Julianas concerns regarding her recent reservation. At Vrbo, we take customer feedback seriously and are committed to ensuring that our guests have positive experiences.
  
  In reference to this case, the guest encountered an issue where the property was sold without prior notice, which led to significant inconvenience. We deeply regret the impact this has had on her experience. After carefully reviewing the situation, we have explained that rebooking accommodations was not possible due to our current policies. As a goodwill gesture, we offered ******* $120 in One Key Cash to apply toward future bookings, and we are awaiting her response to our email.
  
  We understand her frustration and are committed to resolving this matter as best we can. We appreciate Julianas patience and understanding during this process and hope that this resolution will contribute positively to her future experiences with us.
  
  Please feel free to reach out if there are any further questions or concerns.
  
  Best regards,
  Vrbo Customer Support Team
  

• Initial Complaint

  Date:03/21/2025

  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.

  VRBO has no direct way of contact methods for complaints and serious inquiries. When you call, customer service people say they have no way of opening complaints and cases to resolve issues.I received emails that wrongly stated my listing was removed for cancelling a reservation as a host. This was not true - the guest requested the cancellation and I accepted.Nobody at VRBO seems to care about fixing the problem in accidentally removing my listing and/or sending an untrue email about it. I've wasted hours trying to get this resolved and am concerned that this will keep happening over and over again when a guest requests a cancellation since VRBO has no way of opening a case to resolve such an issue.Extremely unprofessional company with terrible customer service.I would like to be refunded my past commissions as compensation for my wasted time thus far.

  Business Response

  Date: 03/15/2025

  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 understand that **** is concerned regarding your listing getting removed from cancelling a reservation.
  
  We have thoroughly reviewed the documentation and evidence **** has provided regarding this complaint. After reviewing we have been able to find that **** listing is currently active, and the reservation ID ******** has been successfully waived.
  
  Moreover we have noticed a reference to difficulties experiencing with IPM software, specifically with Stripe. Unfortunately, as this involves third-party software, it falls outside the scope of our support capabilities. We regret to inform **** that we do not have visibility nor access to Stripe or similar external systems, and therefore, we are unable to escalate this issue to our Technical Team.
  
  We understand how important these tools are to operations, and the frustration such difficulties can cause. Our best advice in this instance is to reach out directly to ******'s frontline support. They will be best positioned to assist with resolving any issues within their system.
  
  We are grateful for the time and effort that **************** has taken to share their concerns with us. Thank you for bringing this matter to our attention.
  
  Best regards,
  
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22956681
  
  I am rejecting this response because:

  VRBO is doing the same thing that they always do. Rather than understanding the problem and actually reading/listening to anything a customer has to say, they just look for any reason to close an inquriy/ticket.

  I have explained over and over again - THE PROBLEM IS NOT STRIPE. Customers are complaining that after they have paid, VRBO shows that they did not pay. I have customer complaints about this IN ********************** MESSAGING. So they have access to all of this and pretending it's not a problem. And even though they have since reactivated my account, they have not solved the problem of when I receive a request for cancellation from a customer how I can accept it without ********************** scoring me poorly or deactivating my listing again.

  I still demand refunds for all the time I have wasted dealing with all these issues and trying to get it resolved with VRBO.

  This should get escalated to the highest level at VRBO so management can see how terrible customer service is for hosts.

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

  Business Response

  Date: 04/06/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address Mr. ******** concerns regarding his experience with Vrbo. We take host feedback seriously and are committed to ensuring our hosts have positive and productive experiences on our platform.

  In reference to Mr. ******** complaint, we acknowledge his concerns regarding the issues with his listing, customer service, and the technical difficulties he encountered with IPM Software. After reviewing the situation, we found that Mr. ********* listing was temporarily flagged due to a canceled reservation. This issue has since been resolved, and his listing has been reinstated.

  Regarding Mr. ******** concerns about his IPM software integration, our team has worked closely with him and we have reviewed his related cases once again and noticed references to difficulties hes been experiencing with his IPM software. Unfortunately, as this involves third-party software, it falls outside the scope of our support capabilities. While we understand that Mr. ******* remains dissatisfied with the resolution provided, we have followed the appropriate procedures to ensure his issues were addressed.

  Regrettably, the persisting issue he is experiencing falls outside the scope of our support capabilities. We truly apologize for any inconvenience this may cause and appreciate your understanding in this matter.

  We value Mr. ******* as a host and want to ensure that his experience with Vrbo moving forward is as smooth as possible. We appreciate Mr. ********* patience throughout this process and remain committed to working with him to resolve any further questions or concerns. Should he have any additional inquiries, we encourage him to reach out so we can continue to assist him.

  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 22956681
  
  I am rejecting this response because:

  I have proof of an unresolved issues that has continued for months which VRBO does not address because it does not take host support requests seriously.

  The attached screenshots are from 5-Apr-2025. It still shows that I cancelled a booking which is being held against me in my host status. I have never cancelled a guests booking. VRBO just has countless problems with its systems and integrations with ******** which they advertise and advised me to use. I want this resolved ASAP as it is affecting my business. 

  I tried reaching VRBO again directly trying the chat this time, and the live agent drops out of the chat before offering any assistance.

  What is going on at that company??

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

  Customer Answer

  Date: 04/11/2025

  I have proof of an unresolved issues that has continued for months which VRBO does not address because it does not take host support requests seriously.
  The attached screenshots are from 5-Apr-2025. It still shows that I cancelled a booking which is being held against me in my host status. I have never cancelled a guests booking. VRBO just has countless problems with its systems and integrations with ******** which they advertise and advised me to use. I want this resolved ASAP as it is affecting my business. 
  I tried reaching VRBO again directly trying the chat this time, and the live agent drops out of the chat before offering any assistance.
  What is going on at that company??

  I have also since realized that VRBO charged me over $100 as a host cancellation fee which was never refunded despite in this very BBB complaint they claim was fully resolved. This money should be returned to me **** with interest and fees for my time. This business lies.

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to Mr. ******** concerns regarding his recent experience with Vrbo. We take all feedback from our hosts seriously and are committed to fostering a positive, reliable environment for all partners on our platform.
  
  Upon reviewing Mr. ******** case, we acknowledge the issues he encountered related to the temporary flag on his listing following a canceled reservation. Were pleased to confirm that this matter has since been resolved, and his listing has been fully reinstated to ensure continued visibility and booking opportunities.
  
  In regard to the technical difficulties Mr. ******* has experienced with his IPM software, our records show that our support team has worked diligently to investigate and assist wherever possible. While we have made every effort to provide guidance, its important to note that IPM software is managed by a third-party provider. As such, certain limitations exist in the scope of support we are able to offer for external integrations. That said, we always aim to collaborate constructively with our hosts to help them navigate any challenges.
  
  We understand that Mr. ******* remains frustrated, and we genuinely regret any inconvenience he has experienced. While we may not be able to directly resolve the third-party integration issue, we remain available to support him with any Vrbo-related matters.
  
  Mr. ******* is a valued host, and we remain committed to helping him succeed on our platform. We appreciate his patience and cooperation throughout this process and encourage him to reach out with any further questions or concerns.
  
  Best regards,
  
  Vrbo Customer Support Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 22956681
  
  I am rejecting this response because:

  Vrbo continues to try to deflect responsibility be referencing the 3rd party site - Hostaway which is the one they told me to use.

  I have made more than 3 calls and messaged them several times via the chat to resolve many issues related to this. After 3+ months, I have finally received part of the refund after I continued calling spending hours upon hours trying to escalate. They have since confirmed the problem was on THEIR side and nothing to do with the 3rd party hostaway. During this time, they have withheld over $200 of my money illegally for services never rendered and do not have sufficiently trained people ******* their host service website and call center. The people responding to this BBB complaint also appear to be insufficiently trained or are simply deceitful in their responses. I suggest this BBB complaint be escalated to a high level at Vrbo so that they see how poorly their host customer service is.

  ********************** also conveniently fails to acknowledge that I have been speaking to them about this issue since the day that the guest cancellation took place - I followed all of their instructions over the phone and was assured repeatedly that I would not have issues. I have instead have had countless issues ever since.

  Thus far, the following has been resolved and was only resolved in the last couple of weeks which was after Vrbo lied to the BBB and had this case closed before any resolution took place.

  1. My listing has been reactivated. 2. The "host cancellation" record has been fixed. 3. I was refunded the cancellation charge of $178.34 around May 25th after Vrbo withheld this from me for months as customer service promised to resolve it but never did, I continued calling and calling.

  Still to be resolved of which I have sent multiple follow up emails to Vrbo over the last two weeks without any response. They send me generic responses that make absolutely no sense.

  Unresolved:

  1. Refund for all host fees that I was charged for all bookings that guests cancelled. There are at least two of them. Vrbo most recently referred to these charges as "commission and processing fees". 2. 10% annual Interest on all money that has illegally been withheld since I first reached out about these issues in March. 3. $300 compensation for countless hours calling, emailing, and following up on the BBB case to get this fully resolved. 4. Credit for future commission and processing fees to cover the losses I incurred in missed bookings from my listing being incorrectly taken down and getting my Premier Host tag removed for the last 3+ months.

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

  Business Response

  Date: 06/11/2025

  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 ****'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 guest. 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 resolution. 
  
  Best regards, 
  Vrbo Customer Support Team
  
  

• Initial Complaint

  Date:03/21/2025

  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 or about May 2024, my family and I were moving cross country from IN to **. I booked a VRBO for 8 nights in **, while our new home was being modified. The day of our move, I hadn't gotten my check-in instructions as required (VRBO had been Paid in Full). I could not reach the owner, so I made multiple calls to VRBO customer support. After a few hours on the phone (and driving a moving truck), someone finally advised that the house we had rented should have been pulled from the site and wasn't available for rent. VRBO did reimburse the entire trip, however, the Supervisor I talked with also stated that for my inconvenience in leaving my family homeless, VRBO would reimburse up to 3 nights stay in a hotel. I was unable to find a 3 nights stay, only 1 night. I have complied with all VRBO has asked regarding this, included in the attachment below. I have called and emailed multiple times, and many hours of my days spent talking with them and on hold, to no avail. I would like the ****** reimbursed as promised. I am sure that I will never see compensation for my time wasted.

  Business Response

  Date: 03/13/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ********* Barcuss concerns. Our team actively listens to concerns, values input and takes swift action to resolve any issues that may arise. We understand that **** is concerned regarding reimbursement of lodging.
  
  We have thoroughly reviewed the documentation and evidence ********* has provided regarding this complaint.
  
  After reviewing all relevant factors, we are pleased to inform ********* that the claim for USD $222.35 was processed on February 12, 2025. An email outlining the claim details was sent to *********. She successfully claimed the amount on February 21, 2025, and the status shows as completed, confirming the transfer to ********* preferred payment method.
  
  We have made sure that a comprehensive summary of our discussions has been communicated to our Leadership Team, ensuring they are fully aware of the situation and your valuable feedback. Please be assured this issue has been resolved.
  
  We are grateful for the time and effort that ********* Barcuss 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:03/21/2025

  Type:Customer Service 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 received a 1099-K to my home address for an LLC I have nothing to do with. I do not have an account with ********. When I called to get my address removed from this account and their system, they just wanted to argue with me telling me I must have an account and they need to verify my account info before continuing. I explained the situation three times before asking to be transferred to a supervisor, with again more arguing that they could help me but needed my account info first. I then sat on hold for 15 minutes before hanging up and filing this complaint.

  Business Response

  Date: 03/17/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address the concerns raised by **** ************. We understand the frustration related to the 1099-K document and apologize for any confusion or inconvenience caused.
  
  Upon a thorough investigation of case ********* our Billing team confirmed that if **** reviewed the document and determined it is not associated with any listing or property linked to their account, they may safely discard it. We also recommend consulting a tax advisor for further guidance regarding any tax-related questions.
  
  Additionally, we can confirm that the Jakes address is no longer associated with any property in our system, and the listing in question has been flagged as fraudulent. The guest is not liable for any taxes related to the 1099-K document.
  
  We consider this matter resolved and appreciate your attention to this issue.
  
  Best regards,  
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/25/2025

   
  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:03/21/2025

  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 February 5th, 2025 at around 11:30 AM I booked a one night stay through VRBO.Being on a tight budget, I made sure to comb through the listing carefully to ensure it fit my budget. This rental property was repeatedly listed as the following:$77.00 per night $125.00 for the cleaning fee $29.00 for the service fee $3.77 for tax It repeatedly said that the amount I would be charged "today" (February 5th, 2025) was ******. On the screen that I confirmed the booking, the number I agreed to be charged on that day was $******.I got a notification from my bank stating that I had just made a purchase of $702.00 This was not a hold, and was two separate charges. The first charge was from VRBO and was ***** (the VRBO service fee + the tax). The second charge was 702.00.Within seconds of receiving that notification, I reached out to the host and explained that I could not afford this, and I had only agreed to be charged ****** that day per the listing. He continually told me that this was not a charge, it was a hold. I called my bank and confirmed this was a charge. Upon reviewing the listing, there is no indication of a security deposit. It stated "You could be charged up to 500 for damages". This has since been removed from the listing.The same day, I spoke to 14 VRBO agents. None could provide me a solution. Finally, someone told me that if the host did not respond in 48 hours, VRBO would send me an email instructing me to request a chargeback from my bank. On February 7th, 2025 at around 4pm I reached out to VRBO. Again, they couldn't give me a straight answer. I asked repeatedly for the email so that I could use it for supporting documentation for my chargeback. None of them agreed, and would end the chat when I asked more than ********, I am 5 days out from this reservation. The agents on February 5th told me I would 100% be receiving a refund and they were working on it. However, nobody is following up or able to give me a straight answer/update.

  Business Response

  Date: 03/14/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** VanZalens concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences. We understand that ****** is concerned regarding the charge held on account.
  
  We have thoroughly reviewed the documentation and evidence ****** has provided regarding this complaint. After reviewing ****** request, we suggest contacting financial institution or credit card issuer to inquire about options for the return of funds.
  
  Alyssa can provide credit card issuer a copy of this email, in order to seek further assistance in recovering any charges for the referenced Reservation ID: ************************************
  
  If no mutual resolution is found with the owner or manager, and ****** payment provider is unsuccessful in recovering your funds, please reply to this email by attaching any pertinent correspondence received from financial institution.
  
  To make sure any replies to this email remain linked to your open case, please reply directly to this email and do not remove or change the subject line. Replying in a separate email thread may impact the time to resolve your request.
  
  We are grateful for the time and effort that ****** VanZalens 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:03/21/2025

  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 was misled into thinking a shared property was a single apartment on VRBO, listed as "entire apartment" when it turned out to just be a private room and communal bathrooms + kitchen. I immediately cancelled my reservation (made on Feb. 4 and cancelled on Feb 4) as the booking claimed that there was 100% refund option available for cancellations requested by March. 4th 2025. After I made my cancellation, I was told to wait for confirmation of the cancellation by the host/owner, which eventually came. However, after I got notice of the cancellation, i was not able to find/track my refund status, and the trip itself had been deleted from my profile. When i reached out to support, i was told that "I don't have a booking" and was therefore ineligible to even speak with an agent. I tried to call VRBO, I could not get a response no matter how long I stayed on the line. When I contacted the host, they claimed there was a no-refund policy on the property. They (the host) did say they would be willing to make an exception, but I have not heard back from them and cannot get into contact with any support from VRBO. How is it that they are able to advertise a blatant lie, refuse costumer service, remove the money from my account, AND remove the trip from my account?

  Business Response

  Date: 03/15/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Fenet Workus concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences. We understand that ***** is concerned regarding refund for booking HA-O7GSJT9.
  
  We have thoroughly reviewed the documentation and evidence ***** has provided regarding this complaint. After reviewing we can confirm that ***** is eligible for a 100% refund. To proceed further and resolve this concern, we have requested ***** to share with us payment proof of booking such as a bank statement, so that we can assist further. Our team is waiting for the documents and once we receive further actions will be taken accordingly.
  
  We are grateful for the time and effort that Fenet Workus 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:03/21/2025

  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.

  Property rented was attached to owners house and the door did not have a lock for us to be secured. We Stayed 10 minutes after seeing the property and I called the owner for a refund I told her we would not be staying and the property was unsafe. Photos included. The windows were not finished and could not be secured. It was UNSAFE!

  Business Response

  Date: 03/14/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******** Lindermans concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences. We understand that ******** is concerned regarding refund for booking HA-WJL429.
  
  We have thoroughly reviewed the documentation and evidence ******** has provided regarding this complaint. After reviewing we have been able to find the images ******** provided for the Listing ID **********************/******* do not qualify for a cancellation and full refund. The photos show that the property is accurately represented in the listing. Based on the advertisement, we were unable to confirm any material non-compliance, as defined by the program terms and conditions.
  
  "Material Non-Compliance" is defined as either (i) significant undisclosed defects in the property that make it impossible to occupy under normal conditions, or (ii) the failure or absence of essential goods, services, or facilities described in the listing that were a key factor in the travelers decision to rent the property.
  
  Upon reviewing the listing, we found that the propertys proximity to the main road was disclosed, and there is no evidence of material misrepresentation. Therefore, reimbursement under the "Book with Confidence" program is not applicable in this case.
  
  The programs terms and conditions are designed to ensure fair treatment for all travelers. You can review the full program details here:
  
  *****************************************************************
  
  We are grateful for the time and effort that ******** Lindermans 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:03/21/2025

  Type:Billing 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 have been a VRBO host for the past 12 years. Beginning September 2024, VRBO stopped issuing payments for reservations that we hosted. At this time missing payments amount to a very substantial amount and are having a sever impact on our business. No explanation has been provided by VRBO. We see that multiple similar complaints have been filed by other VRBO hosts. Multiple calls to VRBO customer support have resulted only in repeated assurances that the issue has been escalated to a specialized team, with no further follow up for over a month. No explanation and no resolution. We are considering legal action against VRBO if missing payments are not processed immediately.

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau, 
   
  Thank you for allowing us the opportunity to address ********** Petrenkos concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences. We acknowledge that ********** is concerned about unpaid payouts for reservations since September 2024.
  
  We appreciate the time and effort ********** has taken to share their concerns with us.
   
  We have thoroughly reviewed the information ********** has provided regarding this complaint and we are pleased to inform you that the issue regarding the reservation payouts has been resolved by our Billing Team. The payouts for six reservations (HA-G9XWFK, HA-4N8XHX, HA-7GZ6WV, HA-0XRJGQ, HA-G004B5, HA-XS0Z5G) were confirmed and disbursed to ********** account on February 19, 2025. 
  
  We have provided a detailed summary of our conversation to the Social Response Team to ensure they received and understood your feedback.
  
  Thank you for reaching out to us about?********** Petrenkos 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