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

• 

  VRBO McLean Family Property ID790562vb

  18 cottage lane Marmora, ON K0K 2M0

• 

  Vacation Rentals By Owner

  302 Swedes St. Dewey Beach, DE 19971

• 

  Vacation Rentals By Owners

  3835 Oak Street Jacksonville, FL 32205

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 paid for a timeshare week, then entered the listing on VRBO, for one week in ************. I made the listing with phone help from a VRBO employee who called me when I couldnt complete the listing independently. The listing was entered in September 2023. I made it very clear that the listing was for one week only, in April, 2024, during the Coachella music festival. I successfully blocked the calendar for the listing through the end of 2024. I was never told that I had to block further dates during the next year. Again, the entire listing was done with the direct assistance of a VRBO representative. Please note that VRBO never rented this 2024 week and I received no money for the listing. I lost the timeshare week because they failed to rent it.I then found out that the listing went live again at beginning of 2025. This was not authorized by me. I didnt even have access to the property. I contacted VRBO to cancel reservations and to permanently be sure the listing was canceled, again by phone. At the time that all reservations were canceled, I requested the agent to waive/appeal any charges that might result from these cancellations because I made it clear initially that only one week was available in ********, I am receiving a demand from VRBO to pay a $740 cancellation fee.I called the company again today and was kept on the phone for 90 minutes. During this time, I was forwarded to an Account supervisor, ******, who has refused to remove the charges.This listing reactivation and accepted bookings were completely unauthorized. I made it clear when I made the listing online that only one week was available. The company activated the listing without my consent and now VRBO is charging me a fee for reservations that were unauthorized.I feel that the company is charging me for their own negligence, as their own agent placed this instructed me incorrectly on how to block the dates. I have lost over $3000 in timeshare fees that I have no way to recover.

  Business Response

  Date: 03/30/2025

  Dear Better Business Bureau, 
  
  Thank you for allowing us the opportunity to address ***** Saffolds concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences.?We understand that ***** is concerned about the cancellation fee and is seeking for waiver for the cancellation fee.   
  
  We have confirmed that ***** requested the cancellation and refund of your reservation through our phone agent. The agent thoroughly explained the implications of canceling the booking, emphasizing that, despite authorizing the cancellation and refund, a cancellation fee would still apply. As a result, the request for a cancellation waiver was declined, as the reason provided did not meet the criteria for eligibility.
  
  Furthermore, the system is designed with a set limit on the maximum booking window in ***** Saffolds calendar settings. As time progresses, the booking window may adjust or extend, potentially leaving certain days open. We recommend that ***** regularly check your calendar settings to ensure that dates are appropriately blocked. It appears that the first booking was made on November 12, 2024, which suggests that your calendar may not have been blocked at the time you contacted Vrbo support.
  
  Additionally, partners have the ability to request a waiver up to 30 days after a cancellation is issued. However, cancellations made for non-U.S. properties prior to May 23, 2024, are not subject to this 30-day waiver deadline and must be processed according to the approved reasons. Partners also have a 10-day grace ****** following the cancellation date to submit a waiver request, prior to the initiation of a 7-day suspension. If a partner submits an approved waiver request within this 7-day suspension ******, the suspension will be lifted. For further details, please refer to the "About Temporary Suspensions" article.
  
  The relevant team has ensured that a detailed summary of our discussions has been conveyed to our Leadership Team, ensuring they are fully informed of the situation and your valuable feedback.
  
  We deeply regret that our resolution did not meet the expectations of Ms. ***** *******, and we offer our sincerest apologies. Please be assured that our team has thoroughly reviewed your case, and no further options will be provided beyond the solutions we have already proposed.
  
  Thank you for reaching out to us about ***** Saffolds 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
  
  

  Customer Answer

  Date: 04/10/2025

  Dear BBB:
  
  Thank you for the opportunity to respond. I am writing this within the required number of days, so hopefully you will process the information.
  The problem here dates back to the Fall 2023, when a VRBO representative called me. She offered to assist with the initial listing of this timeshare week. I made it completely clear that this was for one week ONLY, in April 2024. The VRBO representative was on the phone with me continuously to enter the property and reassured me that there was no possibility of the property listing showing other than the one week.
  Then, the company, without consulting me, allowed the listing to go live at the beginning of 2025. I was not asked or informed. When I received an email about the new listing, I called the company and requested to cancel the property completely. When I made this request, I also asked to have a WAIVER of any related charges. AT THE TIME OF THE CANCELLATION. Not 30 days later, but in that very phone call.
  Clearly this company is only about making money, not about service to its clients. They are not divulging the truth about this listing and their responsibility.
  ***** *******, MD
  

  
  

• 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 booked a VRBO condo, reservation ID: *********, on 2/26/25 and cancelled the reservation the same day due to finding another condo that was bigger. I received a reservation cancellation request email saying the reservation was cancelled on 2/26. On 3/6/25, the reservation is still not cancelled and I do not have a refund for this reservation. I have contacted VRBO almost everyday since 2/26 to get this cancelled and they tell me rest assured it will be cancelled, which it still is not cancelled. I have tried to the speak the highest supervisor and they are saying they are available. As I sit on hold with VRBO current, which call is at 1 hr long waiting for action on this matter. I want the reservation cancelled and a completely refunded VRBO case #*********

  Business Response

  Date: 03/30/2025

  BBB Draft Response:
  
  Dear Better Business Bureau,
  
  Thank you for the opportunity to address Mr. ***** ******** concerns regarding his reservation and the associated refund process. At Vrbo, we prioritize customer satisfaction and take all feedback seriously in our efforts to continually improve the experiences we offer to our guests and hosts.
  
  In reference to the case, Mr. ******* made a reservation through Vrbo but later requested a cancellation due to finding another room with a full-size bed. Unfortunately, the cancellation process was delayed.
  
  We have since resolved the matter, and as a gesture of goodwill, and to help make up for the delay, we adjusted $150 in One Key Cash to Mr. ******** account on March 5, 2025, also the full refund of the reservation was successfully processed on March 24, 2025.  We hope this helps in some way and reflects our commitment to providing him with the best service possible.
  
  We attempted to reach Mr. ******* on March 25, 2025 at 5:18 PM CST via phone but were unable to speak with him directly. A voicemail was left, advising him to check his email for the resolution. Unfortunately, we did not receive a response from him.
  
  While we understand Mr. ******** dissatisfaction with the prolonged process, we want to assure him that we have made every effort to resolve the matter promptly and fairly. We remain committed to delivering exceptional service to all our guests and sincerely apologize for any inconvenience caused.
  
  Should Mr. ******* have any further questions or concerns, we are available to assist and will continue to work towards ensuring a positive experience for him.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23028312
  
  I am rejecting this response because:

  To begin, my name is **** *******, no ***** *******, which this should say alot about the concern that VRBO customer service has regarding this matter.

  I did finally after 2+ weeks get the reservation cancelled and refunded my money. It took me being on the phone VRBO customer service for over 4hrs during that time everyday trying to speak to somebody that could actually get this accomplished. I am very unhappy with how the importance of gettting this reservation cancelled/refunded and the fact I was never able to speak to somebody that would actually do something about it so I can make my other reservation. I feel the $150 One Key cash is minimal response for the amount of time I had to spend to get this taken care of.
  
  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 was staying in a **** rental property that my friend booked. During the time we experienced many issues, including the toilet leaking septic everywhere, clogged sink, dangerous and slippery access (they hadnt removed any snow and there was a significant buildup of ice). At the end of our stay, the goat that lived on the property started trying to ram me. I was very scared and managed to get away relatively unharmed, however, it started ramming my car and made several dents. **** has rejected our claim for a refund and because we didnt leave within 24 hours. The owner lied and said there was security footage, which if they shared the footage of the time of incident, it would have shown me being harassed by the goat, then charging my car. I assume this is on the dirtiness of the house, rather than issues with my safety or the property damage sustained. This listing should be removed for many reasons including: public safety, unhygienic conditions, poor representation of the place, poor customer service, unsafe access.

  Business Response

  Date: 03/27/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** Browns concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We recognize ****** Browns frustration regarding their experience. We are sorry to hear that their vacation plans did not go as expected and apologize for the inconvenience caused.
  
  Please note Vrbo serves as a platform connecting travelers with property owners, and while hosts are expected to maintain safe and well-kept accommodations, any claims for refunds or property damage must be addressed directly with the host. We do not own or manage, nor can we contract for, any vacation rental property listed on a SiteWe are not a party to any rental or other agreement between users...As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user. You acknowledge and agree that you may be required to enter into one or more separate agreements, waivers or terms and conditions before making a booking or purchasing a product or service and HomeAway or one of its affiliates may place additional restrictions on your booking, product or service 
  
  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 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23027212
  
  I am rejecting this response because:
   The owner has said **** will deal with it and she has blocked me on all forums. She has also accused me of harassment for sending her two messages.  Ive made a police report and theyve had issues with this person in the past - so **** did not vet their rental owners very well. The **** policy is you dont stay with the owner, however, ***** masquerade as a tenant but was the actual owner. 
  As **** are the lead company, they have a duty of care to ensure this is resolved and not wipe their hands of the issue.

  i paid to stay at a rental property where i was attacked and my property damaged - the company making the money and the person responsible for the animals need to be accountable for the damages and pay for the repairs. 

  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.

  I booked with VBRO March 3, 2025. I cancelled the reservation March 5, 2025. I spent a half an hour with service representative. He was unable to find my account to refund the $119 VBRO. He told me he would have to call someone to be able to refund the charge. I repeatedly told him the reservation number and my email. He was unable to find my account. I was not told that I would be charged $119 up front for the reservation. VRBO has no contact telephone nor email listed. I had to call the rental agency to obtain the telephone number of VRBO. I never would have scheduled a reservation if I had known they charge $119. I canceled because of VRBO charges and want a refund of $119.

  Business Response

  Date: 03/26/2025

  Dear Better Business Bureau,
  
  Thank you for bringing **** Lynchs concerns to our attention. At Vrbo, we strive to provide transparency in our booking policies and ensure a smooth experience for our travelers.  
  
  As per case reference *********, we can confirm that our social response team provided an appropriate response. Upon reviewing booking ID *********, we verified that the $119 charge referenced in the complaint was Vrbo service fee, which is disclosed during the booking process before confirmation. Since **** canceled the reservation on March 6, the service fee has been refunded. We recommend checking with their bank or reviewing their most recent statement to confirm the refund.  
  
  We regret any frustration experienced while attempting to contact our support team. Our goal is to assist travelers as efficiently as possible, and we appreciate the feedback regarding accessibility. If **** requires further assistance, we encourage them to reach out to us directly.  
  
  Best regards,
  Vrbo Customer Support 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.

  I had a VRBO rental back in August 2024. I initially booked for 61 days at $1,539.10 for the full stay. I contacted the host in September (before the deadline to adjust) and asked to shorten the stay to **************************** and pretended they couldnt change the dates. During the last week I was there, the host issued a refund for the adjusted days, but I didnt receive any money back from this adjustment. I contacted the host multiple times to address the issue. I have called VRBO three times. Once in September, again in October, and again in February of this year. Each time they assured me they would follow-up with the host after having me wait 30+ minutes on the phone to receive any attention. I never received any communication or follow *** from VRBO support after my calls. Now Im out nearly $600 and the VRBO team refuses to refund me and wont even follow up with me to give a resolution to my issue.

  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 Terrell 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: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 filing a formal complaint regarding my stay at *************** (Reservation ID: ********** from February 15th to 16th. Upon arrival at 10:30 PM on February 15th, we were horrified to find the hosts in our bed, watching TV, and eating chips. They claimed, We didnt know you were coming and said they would make the bed for us. This behavior was unprofessional, unsanitary, and left us feeling unsafe and uncomfortable.We immediately reported the situation to VRBO, but weve received no response. We are now out $200 due to this booking, with no resolution or compensation offered. This lack of communication from both VRBO and the hosts is extremely disappointing.The hosts have since changed their story multiple times, with their latest explanation being that they were there to clean, as the cleaning service couldnt arrive before 10:30 PM. However, they were simply lounging in the property, eating chips and watching TV, with no intent to clean. We were supposed to have the entire property to ourselves, yet instead, we were left in an uncomfortable and unsafe situation.I demand the following immediate actions:A full refund of the $200.Immediate removal of this property from the VRBO platform.A clear explanation of how VRBO will address this situation and prevent future issues.If this matter is not resolved promptly, I will escalate it further. I expect immediate action.

  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, who reached out to ****** via email on March 30, 2025, to obtain consent for the resolution. Our team is currently awaiting a response from ******. Rest assured, we will address the traveler's concerns to the fullest extent possible.
  
  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: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 booked a Vrbo on Jan 15. I am a travel healthcare worker and was going to use this property as my dwelling. I arrived on Jan 22 planning to leave Feb 9th. Once i arrived the horror started. I was unable to flush the toilet, cook (due to dirty water) and a filthy oven that smoked whenever i tried to use it. The house was advertised incorrectly and deceitfully. 3 days into my stay i was awoken to BED BUG BITES. I had to leave the clothes i was wearing and also leave the property as it was uninhabitable and disgusting. The owner didnt help in the slightest. I tried contacting Vrbo and they also didnt help! I have been contacting them since Jan 26th it is now March 4th! 2k dollars for 2 week and i was unable to even stay in the property and had to expend money for a new spot. I disputed with my card and they denied it stating the cancellation policy. I was unable to tell the place was a death trap, 24 hrs after booking because i booked in ADVANCE. fast forward to today i am STILL trying to get my 2k refund, the support has been giving me the run around and also LYING saying the chat i have been using has magically turned into a host chat, even though i can scroll up and see all prior GUEST correspondence. I am demanding help and a refund from this company. I would also want the listing removed! As other people have booked and will encounter the same h*** hole.

  Business Response

  Date: 04/02/2025

  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 issues faced during stay and is seeking?refund.?? 
   
  We understand Allexus's frustration regarding their experience and sincerely apologize for the inconvenience they have encountered. 
   
  When we receive complaints, we encourage both parties to work toward a mutual resolution. Our procedure is to note both sides of the situation and closely monitor accounts that have had a complaint filed.??Please note Vrbo serves as an intermediary between property owners and guest, therefore any refunds are at the discretion of the property owner. 
  
  Following a thorough investigation, case ********* was escalated to our Social Response Team. The team has reached out to Allexus via email requesting the necessary documents to ensure fair handling of the matter. However, we have yet to receive the required documents. We kindly ask that ******* submit the requested documentation so that our team can proceed with the next steps.
   
  Thank you for bringing this matter to our attention, we look forward for a response from Allexus.  
   
  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 made a reservation with VRBO (Vacation Rentals by Owner) on 2/8/25 for a stay in *******, **. I later found that my daughter was to have surgery during the period I planned to be there (mid-March). I emailed the property contact to cancel within the ***** period for full refund (I canceled on 2/10/25) and should have received a full refund. I contacted the property person, ********, and received a cancellation notice. About a week later I contacted him again, but my email was apparently ignored. On Feb 25th I contacted VRBO directly. The gentleman I spoke with assured me that I should receive a refund and would attempt to contact ********. He stated that he was unable to while I was on the phone, but again assured me that I should receive a refund. It is now 3/4/25 and I still have not received a refund.

  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 excellent service to all our customers.
  
  We understand ***** frustration regarding their refund. We apologize for the delay in processing the refund for their reservation.
  
  Upon thoroughly reviewing the situation, we found that the reservation was canceled on February 10, 2025, within the ***** period for a full refund, and the property contact, ********, did confirm the cancellation. 
  
  However, we have since received confirmation from ***** through an email on 25 March, 2025 that they have successfully received a refund. With this we consider this matter resolved
  
  We appreciate ***** ******* bringing this to our attention. Thank you for your patience and understanding.
  
  Best regards,
  Vrbo Customer Support 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.

  My family and I booked a house in ********* on VRBO for this upcoming summer in December 2024. Unfortunately, the owner double-booked on multiple sites and canceled our reservation. The remaining properties on the market are not comparable, and VRBO has refused to assist us in finding a similar rental. When I call, I can only reach a supervisor who lacks the authority to help, and there is no access to upper management. I have been promised callbacks or emails multiple times, but no one has followed up.

  Business Response

  Date: 03/31/2025

  Dear Better Business Bureau,
  
  Thank you for bringing ******** Tesaks concerns to our attention. We understand the frustration caused by a canceled reservation and regret any inconvenience this may have caused.
  
  Upon review, Jennifers reservation was canceled by the host in advance, and a full refund was issued. As a marketplace, Vrbo connects hosts and guests but does not manage properties directly. However, under our Book with Confidence Guarantee, we provided assistance in finding an alternative stay.
  
  While suitable options were presented, our records indicate that ******** declined the assistance. However, in recognition of the inconvenience experienced, we offered a goodwill reimbursement of $500 as a resolution.
  
  We appreciate the opportunity to address this matter and remain committed to assisting with any future travel needs.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23015916
  
  I am rejecting this response because you are not addressing that I had to call over a dozen times to get some type of resolution and that there is no upper management. The supervisor told me that they dont report to anyone. The customer service is horrible and needs to be improved. You are missing the point. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising 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.

  Ad for condo was not as the pictures showed. They were not up to date. (See Doc Uploaded)

  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 acknowledge that ***** is requesting a complete refund for their recent reservation, due to construction outside the property and cleanliness concerns. We appreciate the time and effort ***** has taken to share their concerns with us. We hear how stressful this experience has been for *****. We constantly advise our hosts to provide the property in the nicest arrangement. We regret that this experience did not meet ******* expectations.

  We have thoroughly reviewed the documentation ***** has provided regarding this complaint and have found that this does not meet the threshold of a protected incident as defined by our Book with Confidence Guarantee (BWC) program. We recognize that staying in such a situation is incredibly challenging, especially during travel. While ***** does not qualify for a full refund under our Book with Confidence Guarantee, we acknowledge that they experienced a lot of stress with their travel plans. As a gesture of goodwill, we have refunded the Vrbo service fee for $245.00 on March 25th, 2024, and provided reimbursement of $440.00 total to $685.00 for the unused nights. It can take 5 - 7 business days for the funds to show as available on the guest's original method of payment. This is the full amount Vrbo charged ****** for their reservation. ***** will need to follow up with the host to further discuss a full refund of this booking. Vrbo is not a party to any agreements made between users of our platform. This complaint and any desired resolution of it lie with the host.

  Our site terms and conditions are outlined in Section 1. The Site is a Venue and We are Not a Party to any Rental Agreement or other Transaction Between Users of the Site, that Vrbo does not own or manage any property listed on our platform, and each user is responsible for their conduct. For convenience, we have included an excerpt below:

  We urge all users to be responsible for their use of this Site and any transaction entered because of either listing a property or renting a property.?We do not own or manage, nor can we contract for, any vacation rental property listed on a Site...We are not a party to any rental or other agreement between users...As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user...Users agree that they are responsible for, and agree to abide by, all laws, rules and regulations applicable to their use of the Site, their use of any tool, service or product offered on the Site and any transaction they enter into on the Site or in connection with their use of the Site."

  Our site terms and conditions can be read in full here: ************************************************************ ?

  Thank you for reaching out to us about ******* concerns. We are always looking for ways to improve and rely on valuable feedback from our customers to guide those efforts. Please let us know if there are any other questions or concerns, we can address regarding this matter. 

  Best regards, 
  Vrbo Customer Support Team