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/Paul Lefebvre

  18 Cherry Ridge Rd. Bushkill, PA 18324

• 

  Vacation Rentals By Owners

  3635 S. Fletcher Avenue Fernandina Beach, FL 32034

• 

  VRBO

  1500 Legends Dr, Myrtle Beach, SC 29579

• 

  Vacation Rentals By Owner

  1720 1/2 Magnolia Ave Pensacola, FL 32503

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.

  Am a host with vrbo. I had a very bad year in 2024. Both of my properties got a series of problems that required repairs. It was one thing after another. Vrbo doesnt have a way to track cases in the app or the website. When you call to bring up something, they dont follow up with a case you can track in the app. You also cant communicate with them through the app. When you call, an agent sends you an email and you upload support and just pray its submitted. If the communications are verbal, you pray the agent leaves the right notes about your reason for calling and pray they leave good notes. I had to cancel three reservations: Reservation HA-2T6X91 Reservation HA-MVQ43S Reservation HA-VFB885 I submitted invoices and pictures for the cancellations and also called in several times for the billing team to waive penalties. I was told all the penalties had been waived. These were never waived. Months later (5months), I got a bill of over 1500 dollars for the cancellations of the bookings to pay to them. These are reservations that were not honored so I didn't make any money off the bookings and I also was really paying money for repairs. I have called several times for the penalties to be waived and the last agent Malou intentionally lied that I had only reached out to the company the various times I reached out for just review removal. Why would I call and submit invoices right after the penalty email is sent and right after each reservation where some of the guests didnt even leave a review just to remove the negative review? I would like the Company to do the right ethical thing and remove these penalties. I also hope there is better tracking of calls made in the app or if only the email is sent, the reservation id and name of guest is included plus the reason for call. The company has changed recently. Its really about making money and not partner relationships.

  Business Response

  Date: 03/30/2025

  Dear Better Business Bureau, 
  
  Thank you for allowing us to address ***** Lwantale's 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: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.

  This business ripped me off and sent me to a fake business which stole my money and they refused to pay me back. Refuses any kind of communication even when I said I need the records for my lawyer they continue to ignore me

  Business Response

  Date: 03/30/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to address Mr. **** ******** concerns regarding his reservation at one of our listings. At Vrbo, we take customer feedback seriously and are committed to ensuring our guests have positive experiences.

  In reference to the case, Mr. **** ******* made a reservation on February 7, 2025, for a 7-night stay from February 9, 2025, to February 16, 2025. On the check-in day, February 9, 2025, the host requested that Mr. ******* make a payment for a damage deposit via a provided link. However, Mr. ******* declined to make the payment, citing that this charge had not been disclosed at the time of booking. As a result, Mr. ******* felt uncomfortable with the situation and chose not to check in or use the reservation.

  We understand Mr. ******** concerns and have taken steps to investigate this matter. In response to the situation, we advised Mr. ******* to pursue a chargeback with his bank and have refunded the **************** Fee associated with the reservation. We have also provided him with guidance on the next steps in the process.

  We sincerely apologize for the confusion and frustration that Mr. ******* has experienced. We are committed to ensuring a positive experience for all of our guests and hosts, and we are continuously working to prevent similar situations 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: 04/18/2025

  Thank you for your response.
  I understand the case was marked as "Assumed Answered" due to timing; however, I would like to formally request that it be reopened. The businesss response does not resolve my complaint.
  To clarify: the damage deposit request was not disclosed at the time of booking through Expedia/Vrbo, and the payment link sent by the host raised legitimate concerns about security and legitimacy. I chose not to proceed with check-in due to these unresolved issues. Despite this, I was not refunded for the full reservationonly the service fee was returned.
  I have attached documentation showing the original listing, confirmation of my booking, and communication with the host. The lack of upfront disclosure regarding the damage deposit is a violation of transparency and fair business practices.
  I respectfully request that this matter be reopened for proper review and resolution.
  

  
  

  Business Response

  Date: 04/30/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to address Mr. ******** concerns regarding his recent reservation and refund request. At Vrbo, we take guest feedback seriously and are committed to maintaining a safe and transparent travel experience for all our users.

  In reference to case *********, Mr. ******* made a reservation on February 7, 2025, for a 7-night stay from February 9 to February 16, 2025. On the scheduled check-in date, the host requested that Mr. ******* submit a payment for a damage deposit via a third-party link. Out of concern for safety and the legitimacy of the request, Mr. ******* declined to make the payment and chose not to proceed with the stay. He has since requested a full refund.

  Following our investigation, Vrbo took appropriate action against the host for the undisclosed mandatory fee and refunded the **************** Fee (TSF) to Mr. ******* while advising him to initiate a chargeback with his payment provider to recover the remaining funds.

  After further correspondence, Mr. ******* informed us that he did not wish to file a dispute and instead requested a full refund directly from Vrbo. We emphasized that, since the booking is ************************************* bookings made through IPM are not regulated by VRBO, and as such, payment matters fall outside our purview. So we require documentation confirming the chargeback claim was denied before we can proceed.

  We understand Mr. ******** frustration and regret the inconvenience this situation has caused. Vrbo remains committed to supporting him within the framework of our policies. Should Mr. ******* choose to submit the necessary documentation, we are ready to review the case further. Thank you for your time and consideration.

  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.

  The problem I am experiencing is not being able to get any issue resolution of an unsatisfactory VRBO property rental from January 31 to February 3 of this year, 2025. The total cost of the rental was $2,218.74 including a $100 security deposit of which we have not been refunded yet, and $100 Hot Tub Fee, from which three of our guests contracted Folliculitis, due to poor Hot Tub Maintenance. I'd like my security deposit, Hot Tub Fee, and the $22 *********** co-pay as well as $6 prescription refunded to me at a minimum. In addition, I have not received a receipt as proof of purchase of a shower curtain that was damaged during the rental. VRBO charged my credit card $50 for this without my approval. If a receipt can not be provided I would like my $50 refunded or the difference of what is provided as a receipt, if it is less than $50. I also want my unfavorable review of the Host/Owner and rental property posted that VRBO has not accepted nor posted. When I reach out to customer service, I get agents from foreign countries who are either not able to help me, or state that they have escalated the issue and someone will reach out to me by email. When I do get an email it is a "no reply" email that states they are requesting more info, provided from another email I cannot find/never received, and does not explain what the info is that was originally requested. When I reply, I get a response that states my email could not be delivered. I'm not sure what else to do. I feel like I am being put off until I finally give up. I have uploaded what I have sent to VRBO, that being the Folliculitis diagnosis with pictures, as well as the email complaint sent to VRBO of the issues experienced and the unprofessional communication from the host for your review. The best resolution for me, of which I have requested from VRBO would be a full refund of my rental, fees and costs for all the issues and suffering noted on the uploaded email sent to VRBO.

  Business Response

  Date: 03/30/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to address ***************** concerns regarding his recent experience with his reservation. At Vrbo, we take all customer feedback seriously, and we are committed to providing positive experiences for both our guests and hosts.

  In reference to this case, Mr. ****** paid an additional $100 for access to the hot tub at the property. After using the hot tub, Mr. ****** reported experiencing a skin condition, which led to a request for a refund of the $100 hot tub fee. Additionally, Mr. ****** was charged a $50 fee for damage to a bathroom curtain, which he has also requested to be reimbursed for, along with the costs of his medical treatment.

  Upon investigation, we confirmed that the $50 fee was applied for the damage to the bathroom curtain, which was broken during Mr. ******* stay. Regarding the hot tub fee, we understand that Mr. ****** experienced skin issues after using it. While we sympathize with his situation and, as a goodwill gesture, we have offered Mr. ****** a $120 One key cash compensation.

  We are currently awaiting Mr. ******* response to this offer. Once we receive his acceptance, we will proceed with the compensation. Our goal is to resolve this matter in a manner that is both fair and considerate, and we remain open to any further discussions to ensure Mr. ******* satisfaction.

  We sincerely appreciate Mr. ******* understanding and patience throughout this process, and we are committed to ensuring that such concerns are addressed promptly and appropriately. Should there be any further questions or additional information needed, please feel free to reach out.

  Best regards,
  Vrbo Customer Support Team

• 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.

  February *****, 2025 (***********, **) I rented a house that was supposed to have 185' of lake frontage. When we arrived we discovered there was NO lake frontage and the" excellent swimming and lake access" did not exist. The pictures were from several years ago when there was a lake. VRBO at first told me there was nothing they could do. Then, VRBO offered a $100.00 credit for my next booking. I spent over $3700.00 on the rental. I checked out comperable rentals without lake frontage and with a lake view ******* is close to the average price for 10 days. VRBO has not posted my review. Nor have they required owners to fix their listing.

  Business Response

  Date: 03/27/2025

  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 seeking a full or partial refund for their recent reservation that did not meet expectations due to lake access. 
  
  We have thoroughly reviewed the documentation and evidence ***** has provided regarding this complaint. 
  
  Our Book with Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. At our core, we are dedicated to ensuring that our travelers have a wonderful experience from start to finish. We understand how important it is for every journey to be enjoyable and stress-free, and we continually strive to create memorable moments for our guests. It is our firm belief that no traveler should ever have to face difficult situations that detract from their adventures. We are committed to providing exceptional support and service, so that every traveler can focus on the joy of exploration and make the most of their travels with us. 
  
  Though ***** ******** is not eligible for a refund under our Guarantee, we do understand that her stay did not meet expectations, and she was inconvenienced by the Lake access. Therefore, for the inconvenience, and as a gesture of goodwill, we have emailed ***** ******** on March 27th, 2025, and offered a refund of the **************** Fee that she paid in the amount of $380.00 USD, as well as an additional financial concession of $100.00 USD. This offer is being made in good faith to resolve the matter amicably and to express our sincere regret for any inconvenience caused. Please understand that a full refund is not possible based on our policies and limitations currently. 
  
  ***** will need to follow up with the host to further discuss a full refund of this booking. Vrbo is not a party to any agreements made between users of our platform. This complaint and any desired resolution 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 own conduct. For convenience we have included an excerpt below: ?
  
  We urge all users to be responsible for their use of this Site and any transaction entered because of either listing a property or renting a property.?We do not own or manage, nor can we contract for, any vacation rental property listed on a Site...We are not a party to any rental or other agreement between users...As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user...Users agree that they are responsible for, and agree to abide by, all laws, rules and regulations applicable to their use of the Site, their use of any tool, service or product offered on the Site and any transaction they enter into on the Site or in connection with their use of the Site." 
  Our site terms and conditions can be read in full here: ************************************************************
  
  We have assured ***** that we have provided the resolution using the best of our resources. Regarding the issue of the deposit loss, ***** may expect a response within the next 7 to 10 business days.
  
  We are grateful for the time and effort that ***** ******** has taken to share their concerns with us. While we cannot guarantee a specific outcome, we will ensure that every avenue is explored to provide the return of their damage deposit that they are seeking. Thank you for bringing this matter to our attention.
  
  Best regards,
  Vrbo 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.

  When I made my booking, I chose it because it read that it was fully refundable before April 2025. It was for an apartment in *********** for May 1-4, 2025. However, when I called to cancel on February 24, 2025, they said the reservation is nonrefundable. They referred me to the property owner, but that contact was someone in ********** working for a company called *******. This person would not give me contact information for a manager or the property owner to try to get a refund. I expressed my concerns that because there is no property owner contact information provided, and no one to talk to who actually lives around the area or in the city we are staying, I dont feel safe depending on this place to be accessible and functional. I also expressed my disappointment that a business is unwilling to issue a refund for a service over 2 months in advance, especially when the original booking promised to do so.

  Business Response

  Date: 03/27/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address **** ********* concerns regarding her reservation and refund request. At Vrbo, we prioritize customer satisfaction and strive to resolve issues promptly.
  
  In reference to case *********, Ms. ******** booked an apartment in *********** for May 1-4, 2025, under the assumption that the reservation was refundable. However, when attempting to cancel on February 24, 2025, she was informed that the booking was non-refundable. Upon reviewing the details of the reservation, we found that the selected room type and rate were clearly listed as non-refundable in the booking terms.
  
  We understand Ms. ********* frustration and acknowledge her request for a refund. To assist her, we provided the host's contact information via email on March 25, 2025 at 11:39 PM, so that she could address the matter directly with the host. 
  
  We believe the situation has been resolved with Ms. ********* understanding and patience. We appreciate her cooperation and hope that the information provided has helped clarify the matter. Should there be any further questions or concerns, we remain available for assistance.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 7th my wife asked me when the dates were that we're going on our vacation. So I looked on the verbo account to see the dates and notice that the unit has been canceled. They didn't email me or notify me in any way that the unit was canceled so I called them up and requested a refund. They said they already refunded me the money. I asked them multiple times in the course of four different calls and talking to a supervisor which account they gave me the money in and they couldn't tell me this. I found the account that I paid for the unit and so I said this is the account I paid for the unit. This is the account it should be refunded into but they never refunded me the money. The supervisor said they will diligently look into this. It is February 28th. One month after they canceled my unit, I still haven't received a refund. In all my correspondence with them they say they are still looking into the issue.

  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

  Customer Answer

  Date: 04/18/2025

  Vrbo has sent me emails apologizing and being real sincere about giving my refund back. They called me twice at 3:00 a.m. in the morning, even though I emailed them between those calls and told them that they're calling in the early morning hours and to not do it. They still called at 3:00 the next morning. I didn't answer the phone, Of course. As far as the refund, in their emails they said it would be refunded on March 26th. It is now April 9th and I have not seen a *****. They're just pushing the envelope considering the cancellation of the condo rental was on January 30th.

  Customer Answer

  Date: 04/18/2025

  Vrbo finally gave me back some of my money but they shorted me $121 and they're not responding to my emails.

  Customer Answer

  Date: 04/19/2025

  I paid them $497.13 for 3 days in a condo. Then on 9/11/2024 I paid Vrbo another $109 for one extra day that equals $606.13. On March 25th they finally gave me $46 and $324.04. On March 26th they gave me $109 that equals $479.04 thus VRBO still owes me $127.09. Of course when I complained about it, Verbo sent me another email saying they're working on it just like they sent me all the other emails for 2 months. All this time and trouble just to give me back my 606 bucks. The time I spent on this, they should owe me another hundred bucks. I will honestly never use Vrbo again and I'm going to tell all my friends not to use them either.

• 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.

  VRBO continues to rent out a property that I do not own, with my contact information listed without my permission. Despite it being proven numerous times that this property is also not available and the listing is fraudulent. They will not take the property down and continue to take money from clients. I have repeatedly attempted to have my personal information removed and I continue to try to help customers who have booked this property so that they arent stranded. Im tired of being harassed by this business.

  Business Response

  Date: 04/05/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address ****** *********** concerns regarding the rental of a property that she does not own, as well as the unauthorized use of her contact information.
  
  We have thoroughly reviewed ****** *********** case, and based on our findings, we would like to inform you that the listing associated with ******** contact information has been archived and will no longer be visible on our site. Additionally, all bookings related to the listing have been canceled. Our team has also contacted ****** ********* directly to inform her of the actions taken and to resolve her concerns.
  
  We greatly appreciate the feedback provided by ****** ********* and thank you for bringing this matter to our attention. Should you require any further assistance or clarification, please do not hesitate to reach out. We are here to help.
  
  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 booked a vacation rental for ***** through vrbo. A couple of weeks ago, I tried to contact the host about receiving a piece of mail during my stay. Over the course of two plus weeks, I tried to email the host three times, and I sent them a message through the vrbo app. I never received a response. I contacted vrbo support four different times over four days. Each agent said they tried calling and emailing the host with no response. I also can no longer see the listing for this rental home on vrbo. It is very clearly a scam. I have asked for a refund, so that I can find a legitimate place to stay. I will be traveling across the world with four children. Vrbo says that they will only refund me once I arrive to the rental to see that it doesn't exist. This would be after paying for airport transport to the place, not having cell phone service to find a new place, call vrb, etc, and with four kids and a ton of luggage. This is absolutely ridiculous. If you ****** the vrbo scams, you will see that they ALL have one thing in common: the host was unresponsive. Additionally, when speaking with the 4th agent, I asked to speak with a supervisor, and I was denied. They said the supervisor will say the same thing anyway, and they will email me later. I need a refund.

  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 concerned about the scam and is seeking a full refund.
  
  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 thoroughly reviewing all relevant factors, we have reached out to ********* and advised that she contact her financial institution or credit card issuer to inquire about options for the return of the funds.
  
  ********* can provide the credit card issuer with a copy of the email associated with case ID ********* to seek further assistance in recovering any charges related to the referenced Reservation ID: *************.
  
  If a mutual resolution is not reached with the owner or manager, and your payment provider is unable to recover the funds, please respond to the same email, attaching any relevant correspondence from your financial institution.
  
  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:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home listed for rent on VRBO (ID: ******** and pay for a subscription. My property has consistently received the highest guest reviews.On February 12, a VRBO representative made an error while updating my reservation guidelines, which resulted in a guest booking dates that I was unable to accommodate. After reviewing call records, a VRBO representative confirmed the mistake and explicitly advised me to cancel the booking, assuring me multiple times that there would be no penalty. I expressed concern about potential penalties, but she repeatedly reassured me that any penalty would be removed. This conversation was recorded.Despite this, VRBO penalized me. I have called multiple times and was repeatedly told that the penalty would be removed, yet I have now been suspended from the platform I paid for, lost my Superhost status, and missed out on reservations.VRBO/Expedia holds a monopoly in this space, and these actions will severely impact my future bookings and how guests perceive me as a host.

  Business Response

  Date: 03/30/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address Mr. ******* **** ******* concerns. We acknowledge that an error made by us, caused an inconvenient booking for Mr. ******* Vrbo assured him that any penalties would be removed, but the host still experienced issues, including a platform suspension and loss of Premier Host status.
  
  Upon review, we can confirm that the waiver request for reservation HA-DL6001 was processed on February 26, 2025, and the hosts listing was re-enabled. ******************* Host status remains intact, and as a gesture of goodwill, we have extended his status for an additional two months.
  
  Additionally, Mr. ******* request to edit a review is under investigation, and we have explained our review policy to him. We are committed to resolving any further concerns promptly.
  Should Mr. ****** or you have any questions, please feel free to reach out. We appreciate his understanding.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 04/10/2025

  Hi *******,
  Thank you for responding to my claim.  Unfortunately I have gotten no where with VRBO regarding the erroneous review. It is amazing how poorly they treat owners that pay to use their service while they also made ten of thousands of revenue from my homes.   I have called them to follow up at least 10 times and sent numerous emails.   Hopefully you and your company can help.   Please see the below emails.
  I am available to answer any questions.
  Thank you,
  *******
   
  Begin forwarded message:
  On Fri, Apr 4, 2025 at 11:17 AM ******* ****** <****************************> wrote:
   
  *** or To Whom It May Concern,
   
  When will I received a formal response to my inquiry?  The review is inaccurate and should be deleted.   If you are unable to help please send me a corporate contact to reach out to.
   
  Sincerely,
   
  *******
   
   
   
  On Sun, Mar 30, 2025 at 11:06 PM ******* ****** <****************************> wrote:
   
  Dear ***,
  I am writing to express my extreme dissatisfaction with the way VRBO has handled a recent issue involving an incorrect guest review on my property listing, as well as to raise broader concerns about the platforms lack of support for its hosts.
  A guest of mine accidentally submitted a 4-star review instead of the 5 stars he intended a simple and understandable mistake, especially on a mobile device. He proactively contacted VRBO to correct the error and was told it could be removed. He then asked me to follow up directly with VRBO to finalize the request.
  Since then, I have called VRBO more than eight times. On at least five occasions, I was told the matter had been escalated and that a separate department would remove the review. I was promised follow-ups that never happened. Despite my persistence and the guests clear intention, the review still remains on my listing. This is completely unacceptable.
  This inaccurate review has already hurt the reputation of my property and risks damaging future business. As a host who puts a tremendous amount of time and care into creating an excellent guest experience, this lack of responsiveness and accountability from VRBO is deeply frustrating. It sends the message that VRBO is happy to profit from hosts, but unwilling to provide basic support when we need it most.
  Unfortunately, this is not an isolated incident. Over time, Ive seen:
  Increasingly poor and inconsistent customer service, with long wait times and vague, unhelpful answers.
  Rigid and one-sided policies that disadvantage hosts, with little room for dialogue or discretion.
  Unclear communication channels and frequent contradictions between support representatives.
  Lack of transparency around guest reviews and limited ability for hosts to address mistakes or misinformation.
  This experience has made it clear that VRBO does not prioritize host satisfaction or success. Unless this review is removed immediately and a sincere resolution is offered, I will no longer encourage guests to book through VRBO. Instead, I will actively guide them to ****** and other platforms that have shown far more responsiveness and respect for their hosts.
  I expect a timely and formal response to this letter, along with confirmation that the incorrect review has been removed. I hope this marks a turning point in how VRBO handles host issues because if not, you are likely to continue losing the trust of those who help make your platform successful.
   
  Sincerely,
  
  
  ******* O. ******
   
   
  On Sun, Mar 30, 2025 at 10:50 PM Vrbo Support <***********************************************************************************> wrote:
   
  
  
  Dear *******,
  Thank you for your understanding as we addressed the concerns you brought to our attention.
  We have ensured that a comprehensive summary of our discussions has been communicated to our Leadership Team ensuring they are fully aware of the situation and your valuable feedback.
  Please be assured that our team has conducted a thorough review of your case, and we will not be providing additional options beyond the solutions we proposed and will now be closing the case.
  Should you need any further assistance, please don't hesitate to reach out to our Customer Support team at ************, or visit our *********** for guidance.
  Regards,
  Ira
  ************************** Social Response Team
  Vrbo help
  

  Business Response

  Date: 04/21/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Donovans concerns. At Vrbo, we take all complaints seriously and strive to provide both our partners and travelers with a supportive and transparent experience. We understand that ******* is concerned about the handling of a guest review on their listing and the overall support received in addressing the issue.
  
  We acknowledge Donovans frustration and sincerely apologize for the inconvenience caused during their interactions with our support teams.
  
  After a thorough review of case *********, we can confirm that the guest contacted Vrbo to report an accidental submission of a 4-star review instead of the intended 5-star rating. In accordance with our policy and with the guests direct consent, the review was successfully removed on April 11, 2025. We regret any delays in communication and follow-up that may have led to further dissatisfaction.
  
  While we are sorry that Donovans experience did not reflect the standard we aim to uphold, we appreciate the opportunity to address the concerns raised. Should you have any further questions or require additional clarification, please do not hesitate to contact us.
  
  Regards,
  Vrbo Customer Support
  

• 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.

  ** Stay Away if youre a host!!! They never paid out over $1500!! VRBO is a terrible place to list a home for any host. First of all, they dont show any profile details, review ranking nor images of potential guests so its very difficult to filter through who youd want to have in your property. This isnt like any other top booking sites like ******, etc. They dont have English speaking agents, give out unauthorized discounts to guests so you end up making even less than what youre supposed to. Payouts are never issued! They literally avoid answering questions, place you on hold for over half hour and never offer any kind of resolution. Im dealing with a payout that said was sent over a week ago and no money was EVER issued to me. Meanwhile the guest is still at my property.. 100% unacceptable, then they give you the run around about having escalated the case but nobody ever addresses billing issues or refunds or payouts to their hosts. Terrible customer service, app lacks basic features for hosts and theyre big time scammers, they will hold your money from bookings! Im yet to get my booking money and nothing has been paid to me!

  Business Response

  Date: 03/25/2025

  Dear Better Business Bureau,
  
  After a thorough review of our records, we are unable to locate any case or account using the information?Elle S?has provided. If they?can reply with more information, we're happy to search again.?Any of the following information would be helpful:?? 
   
  Vrbo account email address? 
  
  Listing number(s) or URL(s) of the home(s) on Vrbo? 
  
  Physical address(es) of the home(s) listed on Vrbo? 
  
  Any case number(s) from prior contact to our customer support? 
  
  Elle?can also contact our North American English-speaking customer support?by phone at ************** or by live chat at? *************************************************** real-time, 24/7 assistance. If they?need or would prefer help in a different language, we recommend?they?reach out to our live chat and request assistance in their?preferred language.?? 
  
  Best regards
  Vrbo Customer Support Team