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

  
• 

  Eugene Revutsky - VRBO Rental 4805070ha

  170 Saw Mill Rd Long Pond, PA 18334

• 

  Vacation Rentals By Owners

  3635 S. Fletcher Avenue Fernandina Beach, FL 32034

• 

  Vacation Rentals By Owners

  3835 Oak Street Jacksonville, FL 32205

• 

  Vacation Rental By Owner Listing #302615

  77 Wentworth St Charleston, SC 29401

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: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 am submitting this formal complaint regarding a VRBO rental reservation that I made for a property in ***********, *****, in early March 2025. The handling of my complaint by VRBO has been wholly unsatisfactory, including safety violations and VRBOs failure to provide a secure rental.Details:Reservation Details: VRBO Booking No. ********* Amount Paid: $377.41 Transaction Date: January 31, 2025 Issue Date: March 8-9, 2025 Upon arrival at the rental property, I discovered that the home did not have any standard locks or deadbolts on the doors. It had only a plastic screen door with a number pad. This is a significant security risk: I had no assurance that the code provided was unique to my stay. Further, Texas law (Property Code ******) mandates that rental properties must have at least a deadbolt lock, which this property lacked. This is also a violation of VRBOs own safety policies.I was forced to seek alternate accommodations at a hotel.8 Attempts to Resolve with VRBO.March 8: Called twice March 9: Called three times March 10: Called twice Sent an email to ********************************** with my booking details. VRBOs response was unhelpful. They directed me to contact the property owner. However, the owner stated that VRBO was responsible for the charge and any refund, leading to an unproductive back-and-forth between both parties, with neither taking responsibility. VRBOs phone & email support was entirely unhelpful, directing me to the owner circularly.Complaint:Breach of Safety Standards Rental was in violation of Texas law and VRBOs policies.Failure to Provide a Secure Stay The lack of proper locks made it impossible to stay at the property safely.Inadequate Customer ******************** Issue ********************** failed to take responsibility or assist in resolving the matter.This experience has demonstrated an unacceptable lack of accountability by VRBO. I expect a full refund and appreciate the Better Business Bureaus assistance in addressing this matter.

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ********* Braatzs concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We recognize ********* Braatzs 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 thorough investigation of case reference *********, we confirm that our social response team has rendered an appropriate response.
  
  While we regret that *********** experience did not meet expectations, we appreciate the opportunity to address the issues raised and wish the guest the best in resolving any further concerns.
  
  Best regards, 
  Vrbo Customer Support Team

• Initial Complaint

  Date: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.

  I am writing to express my concern as it relates to VRBO. They deducted the amount that we were owed from a recent transaction without the acknowledgement of the balance they say we owed. The property number is ******. Is there a channel of recourse for this please? Thank-you for your time, *** ******.

  Business Response

  Date: 03/25/2025

  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 ******** frustration regarding their experience, and we regret any confusion or inconvenience caused. After a thorough investigation of case *********, we have determined that the deduction in question was due to a chargeback from a 2019 reservation. The guest initiated a chargeback, which was resolved in their favor, and the refunded amount was deducted from Vrbo by the bank.  
  
  As the payout for that reservation had already been disbursed to the host in 2019, Vrbo needed to recover the refunded amount. Since ****** had no other successful transactions in recent years, the deduction was applied to the most recent successful transaction.  
  
  We acknowledge that this deduction may have come as an unexpected inconvenience and sincerely regret any distress it has caused. However, this process aligns with standard financial reconciliation practices. Our team has already provided the ****** with a detailed explanation of the situation in case *********, and we remain available for any further clarifications.  
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to provide transparency.  
  
  Best regards,  
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23061048
  
  I am rejecting this response because: Why was this not addressed back when the chargeback occurred originally. I should have been notified at that time not years later. I had received a payment from VRBO in February of 2020 for another guest that rented.  Why was the chargeback not deducted then? I feel that since so much time has passed that VRBO should not have any claims to that chargeback.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/20/2025

  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.

  VRBO failed to allow me the opportunity to file a damage claim to a guest. I had until 1/12/2025 to file the claim and on the screenshot of my computer (see uploaded picture computer screenshot), VRBO claimed it was 1/13/2025 and the deadlnie to file a claim had passed. My screenshot of my computer shows in the lower right hand corner that the date was 1/12/2025.I filed a report on 1/12/2025 with detailed information along with photos and a quote from the repair company that installed the granite with VRBO Support. (See VRBO Owner email to report problem.)**** with the VRBO Support Team denied my damage claim based on missing the deadline of 1/13/2025. (See VRBO Support Team Reply and Owner Response email dated January 22, 2025.) INeil failed to look at my screenshot photo that was filed with the original claim that clearly showed that VRBO was in error with the filing dates.Since VRBO did not allow me to file a damage claim with the guest, I want VRBO to cover the cost of the repair up to $500 which is the damage deposit amount that I require guests to pay. I attached photos of the burned towel that caused the ***** **** on the granite. I also attached the invoice that is a quote from the company that installed the granite.

  Business Response

  Date: 03/26/2025

  Dear Better Business Bureau,
  
  Thank you for bringing ***** ******* concerns to our attention. At Vrbo, we are committed to supporting our hosts and ensuring fair resolutions for all claims.
  
  After a thorough review of case *********, we can confirm that our social response team provided an appropriate resolution. The issue ***** encountered was a system error that prevented the timely submission of a damage claim. In light of the evidence provided, a payment of $500 has been processed to cover the repair costs.
  
  ***** has been informed of this resolution, and the payment has been successfully issued. An email has been sent with instructions on how to access the funds under case *********.
  
  As this matter has been resolved, we appreciate the opportunity to address these concerns and value the hosts continued partnership with Vrbo.

  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/27/2025

   
  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. I appreciate that VRBO addressed my concerns regarding the system error on their website which prevented me from processing my damage claim for a guest.  I will continue to utilize their format in the future.  I also want to thank the Better Business Bureau for intervening on my behalf.
  
  Sincerely,
  
  ***** ******

• 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.

  Good Afternoon, I made a booking (HA-83V2P3) The Swallow House - 3BR, *HOT TUB*, *********** through VRBO on March 11, 2025. Our dates for the stay were for 2 nights (3/14 - 3/16) for 2 adults and 3 children. Total cost $565.86. Within minutes of making the booking I noticed a typo in my email address. I immediately contacted the host (*****) to inform her of the typo and provided the corrected email address. She informed my that she did have my confirmed booking, but was unable to correct the email and suggested I reach out to the VRBO support team. With the booking confirmed by the host and the money already withdrawn from my account I thought this would be a simple solution by calling the VRBO support team. I was drastically wrong!!! I contacted the support team and explained the typo, provided the correct email address and was assured the issue was resolved. IT WAS NOT!!! I received a call from VRBO asking me to confirm my cancelation of the booking. I corrected them and explained the typo, corrected email (AGAIN) and that I was absolutely NOT canceling my booking. Several hours later I received an email with a payment request to confirm my booking. I contacted the host with concern since the payment was already made and money withdrawn from my account. The host proceed to explain to me that my previous booking was cancelled due to the typo in the email and was rebooked using the correct email. In addition she explained that she issued a full refund. When checking my bank account I noticed 2 credits to my account. 1 for $429.40 and 1 for $53.46. The two combined does not equal the original amount paid ($565.86). Within minutes of those two credits there were two withdraws for the same amount of the credits ($429.40 and $53.46). At this point I have paid $1,048.72 for a booking that is still not considered "confirmed" since the original booking was canceled (against my request) and the host has not received payment. VRBO is withholding my money. Case # *********

  Business Response

  Date: 03/27/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ***** Ballards concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences.?We acknowledge ******* concerns regarding a full refund for booking HA-83V2P3 for their stay from March 14, 2025 to March 16, 2025, as booking was cancelled.
  
  After a thorough investigation, we found that the booking HA-83V2P3 was cancelled because the email address used was owned by a different individual. The original account owner subsequently requested the cancellation, and as a result, the cancellation was processed, and the full refund was issued to the payer source account. Please find below the refund bifurcation for booking HA-83V2P3: March 10, 2025: $53.46, March 10, 2025: $429.40, March 11, 2025: $83.00. We have shared these details with the guest via email, along with the relevant reference numbers.
  
  Thank you for your understanding and for allowing us the opportunity to clarify the situation. If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:03/20/2025

  Type:Order 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 first contacted VRBO support on February 27th regarding a full refund that was issued in error. Per California law, guests are entitled to a full refund only if they cancel within the first 24 hours of booking. However, our guest, ****** *******, canceled well beyond that timeframe. Despite multiple follow-ups throughout the week, I have yet to receive a response from the billing department, only reassurances that they will reach out. Can you please provide an estimated wait time for resolution? Ive attached four screenshots for reference: 1. Booking History Confirms the cancellation occurred beyond the 24-hour window. 2. Refund Policy 1 Displays the incorrect refund policy applied to this booking. 3. Refund Policy 2 Reflects our actual listing policy, which has remained unchanged. We request that VRBO enforce the cancellation policy we originally set, as the guest canceled 34 hours after booking, regardless of time zone. We request the full payout of $1,064.00.

  Business Response

  Date: 03/26/2025

  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 ******* frustration regarding the refund issued to the guest, who canceled their reservation on February 27th. After thoroughly reviewing the case, we can confirm that the traveler was eligible for a 100% refund in compliance with California legislation, which grants travelers the right to cancel bookings within 24 hours of purchase and receive a full refund.  
  
  We acknowledge that this situation may have caused some confusion, and we sincerely apologize for any inconvenience. As a goodwill gesture, we have already processed a compensation amount of $1,081.60 to ***** *******. Additionally, our records confirm that the ***** has successfully claimed the payout.  
  
  Based on the resolution provided, we consider this matter closed. However, we remain available for any further clarifications.  
  
  Thank you for bringing this to our attention and allowing us to address the concern.  
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/26/2025

  I have reviewed the response provided by the business regarding complaint ID ******** and would like to clarify that their stated timeline is inaccurate. The documentation I submitted clearly shows that the booking was canceled after the 24-hour window.
  After multiple calls to VRBO support, I was finally able to speak with a representative who properly reviewed the submitted documents and issued a refund for the disputed amount. I have confirmed receipt of the refund and, as such, I am willing to consider this case resolved and closed.
  However, I would like to note that the support experience was extremely frustrating. It took considerable time and persistence to reach someone capable of addressing the issue appropriately.
  

• 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.

  Dear VRBO Support Team,I am writing to formally escalate a payment issue that has been unresolved for several months. I own multiple properties listed through VRBO, and there has been a significant delay in processing payments to my account.Since early October 2024, VRBO has not sent forward payments for my properties, resulting in ongoing overhead costs that I have had to cover. The most recent payment, amounting to $76,279.68, was received on February 28th, but there are additional payments owed to me that have not been processed.For my fifth property, which is with a separate bank, I have 213 transactions over the past six months. I have made five payments totaling $3,491.12, and I am still owed $36,560.00. I understand from the VRBO portal that this issue is being worked on, but there have been continuous delays without a clear resolution.I have contacted customer support several times without receiving a satisfactory response, and I am requesting immediate assistance in ensuring these payments are processed without further delays. This situation is severely impacting my business, and I am seeking a prompt resolution.Please provide a timeline for when I can expect the owed funds to be transferred. If further documentation is required, I am happy to provide that.I would appreciate your urgent attention to this matter and a response at your earliest **************** regards,*** ********

  Business Response

  Date: 03/26/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address *** Connollys concerns. At Vrbo, we value our partners and understand the importance of timely payments to support their business operations.  
  
  We sincerely regret any inconvenience *** experienced due to the payment delay. Upon reviewing the matter, we can confirm that the outstanding amount was successfully deposited into the hosts account on March 24, 2025. The funds should be reflected in their account within 3-5 business days, depending on their banks processing time.  
  
  We recognize the importance of timely payments and appreciate the hosts patience throughout this process. Our technical team is actively investigating the root cause of the delay to prevent similar occurrences in the future. We remain committed to providing reliable and efficient service to our valued partners.  
  
  At this time, we consider this matter resolved. Please let us know if any further information is required.  
  
  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.

  complaint is regarding the improper handling of a reservation involving a guest who brought a service animal to the property and left it unattended for an extended period, contrary to the hosts house rules and ADA **** Additionally, evidence was provided to VRBO showing that the guest violated other house rules, including exceeding the agreed-upon guest count. Despite these violations and evidence provided that the animal was actually an emotional support animal ****** VRBO issued a full refund to the guest, which is not warranted under the circumstances. VRBOs interpretation and enforcement of its service animal policy is inconsistent with both common sense and the legal requirements of the Americans with Disabilities Act ****** Further details of the situation can be provided Additionally, VRBO Policy Enforcement forced the removal of rental agreement provisions that are fully compliant with relevant service animal law and not inconsistent with any VRBO written policy. Host complied under duress, but will not be accepting reservations until this dispute is resolved. Host is also seeking remedy for multiple incidences of system unreliability and calendar glitches resulting in loss of premier status. Resolution Sought:Amend the service animal policy to provide clear guidance on whether or not an animal may be left unattended in a pet free property. Ideally the amendment should ensure that the requirements for host private residences do not exceed those outlined by the *** for public accommodations. Add a bullet point to the service dog handlers responsibilities, stating that the animal cannot be left unattended without prior approval of the host.Reversal of $2,234.27 refund wrongfully issued without host consent by VRBO for emotional support animal and extra guests house rules violations.Compensation for listing removal in violation of TOS provision 11.2. Assurance VRBO will not interfere in future bookings or retaliate by burying listing.

  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 service animal policy amended and is seeking for reversal of the refund.   
  
  Our relevant team has already discussed the basic policies on our website regarding service animals on the property with ****. **** also retains the right to enforce the terms of the rental agreement, as the guest signed and agreed to it upon booking. We support the use of such documents to outline **** Tomb's policies and behavioral guidelines, provided they do not conflict with current marketplace policies or legal regulations. The provisions
  regarding service animal handlers are designed to be fair, and **** *** reinstate any details in the rental agreement that were previously removed.
  
  As the property is listed as not allowing pets, service animal handlers are still required to uphold their responsibilities under the *** regulations. It is not appropriate to compel **** to allow the traveler to leave their alleged service animal unattended for extended periods.
  
  We are committed to continuing to improve our services and policies. It is essential that we consider both guest and host perspectives and resolve disputes fairly, with a clear understanding of current policies.
  
  We deeply value our partnered property owners and managers, as they are integral to ensuring a comfortable rental experience for our travelers. We also expect travelers to treat your properties with proper care and adhere to house rules, as well as binding contracts and agreements.
  
  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: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.

  Reservation for a property in September 2025 in ************* MI was canceled in timely fashion for a full refund of $1,600+. Hosting property owner approved the cancellation and agreed to the refund a week ago. VRBO has failed to process my refund, citing a technical incident. I have received no assurance that my refund credit will be processed in the near future.

  Business Response

  Date: 03/31/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ***** ******* concerns. At Vrbo, we take complaints seriously and strive to provide a positive experience for all of our customers.
  
  We regret to hear about the frustration caused by the delay in processing ******* refund. After thorough investigation case ********* was escalated to our Social Response Team, the team found that the chargeback process has been completed by the ******* financial institution. As such, we consider this matter resolved as the rental amount is reversed.
  
  However, if ***** ***** requires any further assistance regarding their booking, please do not hesitate to contact us. We are here to help and ensure the best possible experience.
  
  We appreciate ***** ******* feedback and the time taken to communicate with us.
  
  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.

  We rented a house for vacation through VRBO. The house was very dirty when we entered the house as scheduled. We called the host and sent a message. We have tried to resolve through the host and VRBO. I have now sent a dispute to my credit card company. I have attached a letter with all the details but your site would not let me upload all the pictures. I am concerned that VRBO is being selective about posting my negative review. I also received an email from the host that VRBO attorney's would fight my claims. She also said I would be black listed. It was not a nice email. Thanks for your help.

  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 Sue via email. We anticipate 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 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
  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23045833
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/11/2025

  Dear Better Business Bureau,
  
  Thank you for sharing Ms. *** ****** response to our prior communication. We regret to hear that she remains dissatisfied with the outcome of her vacation rental experience and would like to offer additional clarity and next steps.
  
  As previously noted, Ms. ****** booked a vacation rental through the Vrbo platform for the dates of February 2128, 2025. Shortly after check-in, she contacted the property host and later our Customer Support team to report concerns with the condition of the property. Vrbo requested supporting documentation, which Ms. ****** provided in the form of photos and written feedback.
  
  Vrbo then attempted to reach the host to mediate a resolution. The host declined to issue a full refund, though a partial refund offer was referenced in the correspondence. As refund decisions are at the discretion of the host under the terms of our platform, we informed Ms. ****** that further refunds would be determined by the property owner. In light of this, Ms. ****** proceeded with filing a chargeback through her credit card provider.
  
  We understand from her most recent communication that the bank may have denied the chargeback. If this is the case, we kindly request that Ms. ****** provide a copy of the official correspondence or decision letter from her bank. Once received, we are happy to reopen our internal review of the matter and assess whether reimbursement may be appropriate under Vrbos policies.
  
  We also acknowledge Ms. ****** concerns about the tone of the hosts messages. Vrbo does not condone any communication that could be perceived as threatening or unprofessional. While we do not control direct communication between guests and hosts, we take guest safety and comfort seriously and have documented these reports internally for further review.
  
  Regarding her earlier concerns about the review process, we confirm that Ms. ******* review was ultimately approved and is now publicly displayed on the property listing: *********************************************. We are also aware that other travelers have shared similar feedback about the property, and this information is actively monitored as part of our ongoing listing integrity review.
  
  Vrbo remains committed to supporting our travelers and providing fair resolutions when appropriate. We invite Ms. ****** to share the final chargeback decision from her bank so we may reassess the case accordingly.
  
  Sincerely,
  Vrbo Customer Support

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23045833
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

• 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.

  I booked a Charming 1 bedroom house on VRBO. In the listing title and description, it clearly states that it is a one bedroom home. Five days before the trip, I looked up the house on Zillow to see if I could find more pictures, come to find out its a four bedroom house. I messaged the hosts and asked if it was actually a one bedroom home, or a room in a home, as we have a child and arent comfortable staying with strangers. They said it is a room in a house and that it was our fault, even though they didnt say that anywhere in their listing. We then contacted VRBO, and theyre are also leaving it in the owners hands, even though the listing was a blatant lie. Now we are out hundreds of dollars and have no place to stay days before our trip.

  Business Response

  Date: 03/26/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******* Lajouxs concerns. At Vrbo, we strive to provide accurate listings and a seamless booking experience for our travelers. We sincerely regret any frustration this situation may have caused.
  
  After a thorough review of case *********, we found that our social response team provided an appropriate resolution. The hosts listing did not clearly specify that the property was shared, leading to understandable confusion. As a result, we took the necessary action by canceling the reservation and issuing a full refund to the traveler.
  
  Additionally, as a gesture of goodwill, we have provided ******* ****** with $120 in One Key Cash. We regret that her experience did not meet expectations and appreciate her feedback as we continue working to improve listing accuracy on our platform.
  
  At this time, we consider the matter resolved. If any further information is needed, please let us know.
  
  Best regards,
  Vrbo Customer Support Team