Business Profile

Travel Agency

Vrbo

Headquarters

Complaints

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

Customer Complaints Summary

3,168 total complaints in the last 3 years.
1,078 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/20/2025
Type:Sales and Advertising 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 went to book a property with VRBO and had been approved to pay via affirm, when I went to book it said my affirm was denied and asked me to pay a different way. I used my personal card and the booking was instantly charged. The next day the affirm loan was charged as well. I have been going back and forth for weeks with VRBO to show that they have double charged me, they finally refunded almost all of the amount minus $89. I have contacted them repeatedly asking for that $89 to be refunded to my affirm and they keep saying that everything has been refunded but will not show me proof. Terrible customer service by **********************
Business Response
Date: 03/27/2025
Dear Better Business Bureau,

Thank you for allowing us the opportunity to address ****** Wieczoreks concerns. At Vrbo, we take customer feedback seriously and strive to provide the best possible service.

After a thorough review of case reference *********, we can confirm that a goodwill reimbursement of $89 was processed on March 18, 2025, to address the duplicate charge. Our records indicate that the payment was successfully disbursed and claimed by the traveler.

As the refund has been completed and successfully received, we consider this matter resolved, 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:03/20/2025
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.
Hello, I had a reservation booked on VRBO from 3/12/25 to 3/19/25. The booking was fraudulent. There was someone in the rental when I arrived. I called the owner and he stated that he had not owned the property for 3 years. I contacted VRBO by phone right away. They helped me navigate the process to get my money refunded. The also sent me information on their 'Book wit Confidence Policy'. It stated that I would be refunded an additional $890 for a reservation made during the same time, same number of individuals and similar vicinity of the fraudulent VRBO. It stated that I could provide the itinerary # if booked within their Expedia group OR provide a detailed receipt and charges to my credit card if booked otherwise. I had 1 hour to secure housing for a wedding. I booked through ******. I provided the documentation. I inquired as to how and when I would receive my $890. I got the run around/back and forth messages and now zero response from their customer service.
Business Response
Date: 03/30/2025
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 the rebooking reimbursement.

Our Book with Confidence Guarantee (BWC) program is designed to provide financial assistance only for complaints related to a protected incident. At the heart of our mission is a commitment to ensuring that our travelers have a positive experience from start to finish. We understand how crucial it is for every journey to be enjoyable and stress-free, and we continuously work to create memorable moments for our guests. We firmly believe that no traveler should ever have to encounter situations that hinder their adventures. We are dedicated to offering exceptional support and service, enabling every traveler to focus on the joy of exploration and make the most of their travels with us.

Our team has reviewed the documentation provided by **** regarding the reimbursement request. After careful consideration, we regret to inform **** that the requested reimbursement is not available through the Book with Confidence program. In accordance with the program's terms and conditions, we are unable to investigate rebooking payments for properties booked outside of our platforms.

2. Protections Provided.

Subject to the restrictions and limitations set forth in these Terms, the Program offers the following protections for Protected who suffer a loss due to a Protected Incident. Note that the particular protection (or combination thereof) offered to a Protected Traveler is subject to the type of Protected Incident, the amount of Loss, the ability to mitigate such Loss, and Our reasonable discretion:

Rebook another property. If a Protected Travelers Reservation is wrongfully cancelled, we may offer to rebook the Protected Traveler at another property advertised on a HomeAway Site, if a substantially similar property is available for the same period and under a new reservation.

The program terms and conditions ensure that the program is administered fairly to all travelers. You may review the complete program terms here:

**********************************************************************;

Once again, while the Book with Confidence Guarantee program does not cover bookings made outside of our platforms, we sincerely apologize for the inconvenience and frustration **** have experienced with the booking.

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 Social Response Team
Initial Complaint
Date:03/20/2025
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.
VRBO cancelled this reservation 5 days before our arrival. I rebooked the only property available in the area and sent them the reciept. Because VRBO had no property available, I used AirBNB.VRBO agent promissed to refund my new booking. Now they refuse to.
Business Response
Date: 03/30/2025
Dear Better Business Bureau,

Thank you for allowing us the opportunity to address ***** ******* 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 rebooking difference reimbursement for their recent reservation that did not meet expectations due to being canceled before departure.

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.

After carefully reviewing all the relevant factors, we have noted that the host has processed the cancellation and issued a refund of $635.69 for ****** booking on Mar 05, 2025, plus an additional $651.84 for the rebooking difference. We regret that our support team initially missed the opportunity to resolve this matter during ****** first contact. However, we genuinely appreciate the chance to address and resolve the situation now, and we are committed to ensuring guests satisfaction moving forward.

We assure ***** that we have provided the resolution using the best of our resources. We have already sent an email to ***** outlining the details on how they can claim their payout amount. If there are any questions or if further assistance is needed regarding the claims process, we recommend that ***** reply directly to that email. 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 Social Response Team
Initial Complaint
Date:03/20/2025
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.
Rented cabin off of Vrbo and the whole place is unsanitary. The water in the hot tub is criminal as well as the water to take baths with. I have reached out to Vrbo with no luck
Business Response
Date: 03/30/2025
Dear Better Business Bureau,

Thank you for allowing us 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 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 Social Response Team
Initial Complaint
Date:03/20/2025
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 have had an account with ********************** for many years and have stayed at a number of their properties, always receiving high reviews. I tried to log on in February to check out an upcoming reservation and couldn't. The message said, "Enter a valid email." I immediately called their customer service to get this resolved since nothing had changed on my end regarding my email address. I called on 2/22, 2/24, 2/25, 2/27, and 2/28. I kept getting person after person who told me they'd send it to their tech department for resolution. Nothing changed, so I demanded to speak to a supervisor on 2/28 who was very nice and assured me she was going to personally make sure this was resolved. She said she escalated it to highest department of the technology team two weeks ago. I still can't get into my account, and this is troublesome because I have a upcoming reservation and can't access any details. I feel like I have exhausted all options through VRBO and am hoping that a complaint with BBB will make them take this seriously and resolve it. My desired resolution is a call from a competent tech person who will resolve this issue while I am on the phone with them. I included one of the emails from the supervisor. I have additional documentation of all phone calls and email responses from VRBO if needed. I hope you are able to help me with this situation. Thank you!
Business Response
Date: 03/31/2025
Dear Better Business Bureau,

Thank you for bringing *** Olsons concerns to our attention. We understand the frustration this situation has caused and sincerely regret any inconvenience experienced.

Upon review of case reference *********, we confirm that the issue has been escalated to our technical team, who are actively working on a resolution. We appreciate *** Olsons patience as we continue our investigation and will provide updates as soon as more information becomes available.

We remain committed to resolving this matter as quickly as possible and appreciate the opportunity to assist.

Best regards,
Vrbo Customer Support Team
Customer Answer
Date: 04/01/2025

Complaint: 23070655

I am rejecting this response because I have been told this was escalated starting Feb. 28, and there still is no resolution. it should not take over a month to resolve this case. Escalating this case has been a generic response from VRBO, and I expect it to be resolved quickly.

Sincerely,

*** *****
Business Response
Date: 04/12/2025
Dear Better Business Bureau,

Thank you for bringing *** Olsons concerns to our attention once again. We sincerely regret the inconvenience and frustration *** ***** has experienced due to the ongoing issue with accessing the Vrbo account.

We fully understand how important it is for *** ***** to be able to access upcoming reservation details and manage bookings with ease. Please allow us to reassure that we take this matter seriously.

*** Olsons case, now referenced under case number *********, has been escalated to our specialized Technical Support team. This team is actively working to identify and resolve the underlying issue preventing *** Olsons email from being recognized by our system. We understand that *** ***** has been seeking a resolution since February, and we acknowledge the delay has not met expectations.

While we regret that the issue remains unresolved at this time, we want to reaffirm that *** Olsons case remains open and under active review by our internal team. The escalation was done with urgency, and we continue to push for a timely resolution. We recognize that a prompt and personal resolution is what *** ***** is seeking, and we are working diligently to deliver just that.

We will ensure *** ***** continues to receive updates via email as the technical team progresses in their investigation. In the meantime, if there are any urgent questions or concerns related to the upcoming reservation, *** ***** is encouraged to contact our Customer Support team at **************, where agents are available 24/7.

Thank you again for the opportunity to address this matter. We remain committed to providing a satisfactory resolution and sincerely appreciate *** Olsons continued patience.
Best regards,
Vrbo Customer Support Team

Customer Answer
Date: 04/14/2025

Complaint: 23070655

I am rejecting this response because I received an email to resolve the issue, followed the directions, and it still does not work. I want to TALK to someone who is on the phone with me, so it can be fixed. They closed the case, but it is still not resolved.

Sincerely,

*** *****
Business Response
Date: 04/21/2025
Dear Better Business Bureau,
Thank you for bringing ************** concerns to our attention. We sincerely regret the inconvenience and frustration caused by the difficulty accessing her Vrbo account.
We understand how important it is for Ms. ***** to manage her reservations seamlessly, and weve taken her case seriously from the start. Case number ********* was escalated to our Technical Support team, who investigated the issue in detail.
On April 20, 2025, at 9:21 PM, our technical team sent an email to Ms. ***** explaining that the issue could not be reproduced on our end. Since she was able to log in after resetting her password, this indicates that the issue is likely related to the specific browser or device being used. We advised ensuring the browser and operating system are fully updated, and to temporarily disable any antivirus software that may be interfering.
Additionally, on April 21, 2025, at 12:09 PM, we reached out via email to request the best time to connect directly and offer further assistance. She can respond to that email and our team will connect with her directly.
We appreciate Ms. ******* patience throughout this process and remain committed to ensuring a positive experience moving forward. Should there be any further questions or concerns, please do not hesitate to reach out. Thank you again for the opportunity to respond.
Best regards,
Vrbo Customer Support Team
Customer Answer
Date: 04/21/2025

Complaint: 23070655

I am rejecting this response because it is not my browser or device. I can confirm this because I had my daughter who lives 60 miles away try to log in using my email account on her device which has never been used for any of my accounts. She received the same "Enter a Valid Email" message. It is obviously an issue on VRBO's end. Also, tonight I am unable to get into my ********** account because they use the same log-in credentials. I have multiple reservations with them as well that I am unable to access.
I did offer the solution of changing my email log in credentials to a different email account, but I need to have all my reservations, history, and reviews transferred over to the new account.
I have also insisted upon and requested actually speaking to a tech supervisor on the phone rather than emails which have not been effective for the past two months.

Sincerely,

*** *****
Business Response
Date: 05/05/2025
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 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 tech 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
Customer Answer
Date: 05/15/2025

Complaint: 23070655

I am rejecting this response because it has been over seven business days, and this is still not resolved per VRBO's response stating it would be resolved in seven business days. This issue started on January 28. There has to be some process in place at a business this size to hold people accountable to do their job in an acceptable amount of time. The tech engineers must have a supervisor or manager that they can contact to demand this gets resolved.

Sincerely,

*** *****
Business Response
Date: 05/25/2025
Dear Better Business Bureau,

Thank you for allowing us the opportunity to address *** Olsons concerns. At Vrbo we take complaints seriously and strive to provide our guests with great experiences.

We understand Amys 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 a final resolution will be made at the earliest. Should that change, our team will update the guests. We will ensure that the traveler 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
Customer Answer
Date: 05/28/2025

Complaint: 23070655

I am rejecting this response because now I have not been given my One Key Rewards. I am able to FINALLY log in which is wonderful, but in the transition, I lost $160.21 in Rewards. Once this gets resolved, I will be satisfied, and this complaint can be put to rest. It should be an easy fix because all the information is documented clearly on-line for all to see. I will attach screenshots, so you can see where it is easy to calculate how much I should have. I did not include pending reservations.

Sincerely,

*** *****
Business Response
Date: 06/08/2025
Dear Better Business Bureau,

Thank you once again for the opportunity to respond to *** Olsons concern.

We acknowledge the additional concern raised regarding the One Key cash and would like to assure you that this matter has been incorporated into our ongoing investigation under case reference *********. Our Social Response Team is actively reviewing all aspects of the case, including the most recent concern, to ensure a thorough and comprehensive resolution.

We remain in communication with *** and will continue providing updates as we work to address the matter in its entirety. We appreciate your continued patience and understanding as we work toward a final resolution.

Best regards,
Vrbo Customer Support Team

Customer Answer
Date: 06/09/2025

Better Business Bureau:
Actually, everything has been resolved, FINALLY, so please feel free to close this case. I appreciate your help in getting an acceptable resolution albeit four months later!

Sincerely,

*** *****
Initial Complaint
Date:03/20/2025
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.
VRBO has implemented a policy of charging guests either a flat rate non-refundable fee for a stay (equating to ~$90) OR a refundable deposit of $3000-5000.The refundable deposit is taken out of your account immediately at booking rather than at the time of stay. The two main issues with this is that it 1. Does not say it is taking the $5,000 out immediately and 2. I cant help but wonder what this money is being used towards as our stay is another few months away. Are the investing it and making money off capital gains with it?Lastly, when we realized it charged our card with the $5,000 immediately - we called the company to ask if we can edit our reservation to pay the $90 refundable instead and they said no. It was not an option. Even though our stay was months away, they would not let us switch our insurance option.The fact that they wouldnt let us edit our deposit option within 3 hours after booking seems to be a very unsavory practice and worth looking into.
Business Response
Date: 03/26/2025
Dear Better Business Bureau,

Thank you for bringing ****** Harpers concerns to our attention. At Vrbo, we strive to provide transparency in our booking policies and ensure guests are well-informed about their payment options.

Regarding the refundable deposit, this information is displayed during the booking process. The refundable security deposit is collected at the time of booking to secure the reservation and protect against potential damages. We understand that ****** was surprised by the immediate charge and regret any confusion this may have caused.

As for the request to modify the deposit option after booking, our system does not currently allow changes between a refundable deposit fee once the reservation is confirmed. This policy is in place to maintain consistency and security in our booking process.

We appreciate Nicoles feedback and will review how we can improve the clarity of our payment policies. If further assistance is needed, we encourage them to reach out to our support team.

Best regards,
Vrbo Customer Support Team
Initial Complaint
Date:03/20/2025
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 submitted a cancellation request on March 10, 2024, at 5:30 PM, well within my full refund period (until April 13, 2024). Per VRBOs policy, hosts must respond within ******************************* and VRBO for four days, forcing me to escalate repeatedly.March 11: I called the host, no answer. Called VRBO, they emailed the host and told me to wait an additional 24 hours.March 12: Host still ignored me.March 13: I called VRBO again, was told to keep waiting. Sent a message warning Id file a ******************** complaintonly then did the host finally respond, saying they would cancel.March 13: The host still had not canceled after confirming they would. VRBO said cancellations take 5 minutes, yet I had to call again before they finally processed it at 7:37 PM.Why I Am Filing This Complaint:1.The host ignored me and VRBO for 4+ days. They only responded after I threatened escalation.2.VRBO failed to enforce its own policies. Hosts must respond within 24 hours, yet I was forced to keep waiting.3.The delay was intentional. VRBO admitted cancellations take 5 minutes, yet they let the host stall for 4 days.What I Want VRBO to Do:Enforce their 24-hour cancellation response rulenot leave guests waiting days.Allow VRBO to override unresponsive hosts after 24 hours.Ensure hosts who ignore guests are penalized.Publicly clarify why a 5-minute process took 4 days of fighting to resolve.VRBO enabled this delay and made a simple cancellation a stressful battle. This needs to change.
Business Response
Date: 03/25/2025
Dear Better Business Bureau,

We appreciate the opportunity to assist ****** ******.Thank you for contacting us and sharing the details of their complaint with us.We are always looking for ways to improve and appreciate all feedback from our customers.

While we can confirm that the cancellation was initiated on March 10, 2025, and cancellation and refund was processed on March 13, 2025. We acknowledge the concern about the 24-hour host response rule and appreciate their feedback. However, we have a streamlined process for the hosts and we allow 24 hours to the host to accept the cancellation request.

The reservation was made with Integrated Property Management,the funds are held with the host. So, they must process the cancellation and their refund from their end. If the host does not respond within this window, we have our dedicated team who works with the host to resolve the issue and take appropriate actions accordingly.

We understand the frustration caused by the delay and are committed to improving our process to provide a better experience moving forward.

While we regret that Mariahs experience was not as we would have hoped, we are glad for 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
Initial Complaint
Date:03/20/2025
Type:Sales and Advertising 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 am a long time member/user of ********************** formally known as Homeaway. I am an owner of a property.Many times in the past I have encountered bad customer service, to the point where sadly, I actually had to avoid calling as much as possible. A week ago, I attempted to reach out as I had questions about my current transaction with tenants in my property. During the first call, after the verification process & starting to explain what my issues were, I was disconnected or hung up on by an agent who never called me back even though I know he had the ability to do so. I tried again the next day, Tuesday afternoon, on 3/11 & unbelievably the call ended up being even worse. After going through the typical agonizingly slow verification, the phone *** who proved to be incompetent, took forever to answer one simple question. Info I needed on the check out date for my tenant. Then after seeming confused & unsure over my next request, refused to pass me to a supervisor. He literally tortured me during the call. No matter what I said, he refused to pass the call to a supervisor. This has happened in the past. Part of the reason for the call, was the matter of a $600 security deposit I was looking for, that I was sure I had added to the current reservation/rental. Now they are telling me they can't find it. I did not include it. I had an issue last year when I did not add this & regretted it as it really is a risk to me, so I know I made sure that I did it this year. This isn't the first time I had attempted to add something like this & was told later it didn't go through. This season, my tenant caused me to assume a $125 cost by requesting I call a plumber for a toilet that wasnt leaking. Now I have to eat this cost when I intended to take it out of their security deposit. I cannot recoup this. This is a big problem & again, not the first time a mistake like this happened on this platform. I'm sick and tired of it. I cannot afford to eat this cost.
Business Response
Date: 03/30/2025
Dear Better Business Bureau,

Thank you for allowing us 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 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 Social Response Team
Initial Complaint
Date:03/20/2025
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.
Complaint against VRBO (HomeAway.com, Inc.) for failure to release funds owed for completed guest stay (Reservation ID: **********. Host: 4BD House, Your **********************, City Lights, Quiet Nights, listing #*******.Summary:Guest stay 10/16/24. No issues. Guest filed 2 chargebacks, both reversed, confirming no issues and I as host am owed funds. VRBO stated funds release within 30 days (email 1/24/25, ticket *********). Payment pending, then canceled, still unreleased. VRBO cites payment processor. I fulfilled obligation; payment owed per agreement/VRBO terms.Attempts to Resolve:Unsuccessful attempts with VRBO support. Relevant communication in:* Attachment 1: "Gmail - Vrbo ********* [ ref_!00DC00PxQg.!5008b02jzyI9_ref ].pdf" - VRBO ticket ********* - Payment removal inquiry. Response: Payment process (per 1/24/25 email).* Attachment 2: "Gmail - Vrbo ********* [ ref_!00DC00PxQg.!5008b02k9sIQ_ref ].pdf" - VRBO ticket ********* - Payment commitment inquiry (per 1/24/25 email). Response: Payment authorization pending records (provided).* Attachment 3: "Gmail - Vrbo ********* [ ref_!00DC00PxQg.!5008b02k9tlI_ref ].pdf" - VRBO ticket ********* - Ticket ********* escalation. Response: VRBO aware funds not sent; internal delay.* Attachment 4: "Gmail - Vrbo ********* [ ref_!00DC00PxQg.!500PE0MYhM6_ref ].pdf" - VRBO ticket ********* - Inquiry re: ticket ********* response; payment commitment request. Response: Commitment to respond (no update).* Attachment 5: "Screenshot_********_134425_Phone.jpg" and "Screenshot_********_135038_Phone.jpg" - VRBO Call Logs - 3+ hours of calls.* Attachment 6: "Gmail - Chargeback reversed notification for reservation HA-TYK85B.pdf" - Chargeback reversal/payment commitment.Requested Action:BBB assistance to ensure VRBO releases owed funds. Seeking full payment ($1,594.91) (VRBO to remove fees due to breach/hardship). Request explanation/preventative measures.
Business Response
Date: 03/30/2025
Dear Better Business Bureau,
Thank you for the opportunity to address the concerns raised by Mr. ****** ********* regarding the release of funds for his guest stay (Reservation ID: **********.
In reference to case ********** Mr. ********** guest, stayed at the property on 10/16/24, and there were no reported issues during the stay. The guest's payment of $1,594.91 was processed successfully, and two chargebacks filed by the guest were reversed, confirming there were no issues with the guest's stay.
Despite VRBO confirming via email on January 24, 2025, that the funds would be released within 30 days, the payment remains pending from our end. We understand the frustration this delay has caused Mr. ********** and we sincerely apologize for any inconvenience this has caused.
We are actively collaborating with our payment processor and tech team to expedite the release of these funds. We are committed to ensuring that this matter is resolved as quickly as possible and are closely monitoring the situation to ensure the payment is released without further delay.
Mr. ********* has been informed of the status of the case, and we are keeping communication open. An email was sent to him on March 25, 2025 at 12:18 PM, providing an update on the situation, and we are awaiting his response.
We sincerely appreciate Mr. ********** patience throughout this process. We assure him that we are prioritizing this issue and working diligently to prevent similar delays in the future. Should there be any further questions or concerns, please do not hesitate to contact us.
Best regards,
Vrbo Customer Support Team
Customer Answer
Date: 04/09/2025
Dear ******* *.,

Thank you for forwarding Vrbo's response to my complaint (ID *********.
I acknowledge that Vrbo's message confirms the details of the guest stay, the successful processing of the initial payment of $1,594.91, and the reversal of the two chargebacks in my favor. I also note their acknowledgement of the email sent on January 24, 2025, promising the release of funds within 30 days, and their apology for the continued delay.

I appreciate Vrbo's statement that they are actively collaborating with their payment processor and tech team to expedite the release of these funds. However, the fact remains that this payout of $1,118.71 (my expected earnings after taxes and fees from the original $1,594.91 payment) has been pending for an unacceptably long period over four months since the guest stay was completed and well beyond the 30-day timeframe they themselves communicated.

Vrbo mentions that I was informed of the status and that an email was sent on March 25, 2025, at 12:18 PM, providing an update stating that the payout of $1,118.71 had been released. While I acknowledge receiving this email, I must emphasize that these funds have still not been received in my designated account, despite the ***** processing window mentioned in that communication having passed.

Therefore, while Vrbo's response indicates an action to release the correct payout amount, it does not constitute a resolution as the funds are still outstanding.

My desired settlement remains the immediate receipt of the $1,118.71 owed to me for the completed guest stay, along with a clear explanation for the significant initial delay in processing this payment.

I look forward to a prompt confirmation that the funds have been successfully transferred to my account.

Business Response
Date: 04/14/2025
Dear Better Business Bureau,

Thank you for sharing Viktoria ********* response regarding the ongoing concerns with the cancellation status and the subsequent impact on Viktoria ********* listing and Premier Host status.

We sincerely regret the continued frustration and acknowledge the inconvenience this has caused since December 2024. We want to reassure you that our team is actively working on this matter under case number *********, and we fully understand the importance of having the cancellation record corrected and the Premier Host status reinstated where applicable.

We also recognize the financial and reputational impact ******** ******** has described, and we truly value the long-standing partnership. While our previous response included a cancellation fee waiver and a reimbursement as a gesture of goodwill, we acknowledge that Viktoria ********* primary concerncorrection of the cancellation type and reinstatement of Premier Host statusremains unresolved at this time.

Our escalation team continues to review this issue in detail, and we are committed to providing a resolution. We are also taking Viktoria ********* additional request regarding subscription extension under consideration and have noted it for further review.

We genuinely appreciate Viktoria ********* patience and continued engagement as we work toward a fair outcome. Please rest assured that this case remains open and active, and we will provide updates as soon as additional progress is made.

Sincerely,
Vrbo Customer Support Team
Initial Complaint
Date:03/20/2025
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 planned a trip and reserved a condo for the trip. We had to cancel the trip within the allowed period for 100% refund. The host for the condo is aware of the cancellation and has no problem completing the transaction to obtain a refund. The site Vrbo has not canceled the reservation yet for four days several chats and calls they tell me it is a technical issue they are working on the problem. But in the meantime I as waiting for the cancellation to be processed and my refund to be issued, now the host isnt responding and my trip is still active. Seems no one is doing anything to help in this matter. Also they take your money to book a trip no problem but try to get a refund is the problem.
Business Response
Date: 03/31/2025
Dear Better Business Bureau,

Thank you for bringing ********* ***** concerns to our attention. We understand the frustration this situation has caused and sincerely regret any inconvenience experienced.

Upon review of case reference *********, we confirm that the issue has been escalated to our technical team, who are actively working on a resolution. We appreciate ********* ***** patience as we continue our investigation and will provide updates as soon as more information becomes available.

We remain committed to resolving this matter as quickly as possible and appreciate the opportunity to assist.

Best regards,
Vrbo Customer Support Team

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