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 Owner

  1720 1/2 Magnolia Ave Pensacola, FL 32503

• 

  Vrbo

  1011 W 5th St Ste 300 Austin, TX 78703

• 

  Vacation Rentals by Owner #256236

  572 Putah Creek Rd Napa, CA 94558

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: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.

  This is a request to require vacation rental sites, such as VRBO, to increase their disclosure rules to potential renters. This is based on my experience with a current rental in ***************** and the lack of disclosure that it was a walk-up - third floor apartment accessible only by an inside staircase. Also, there is no notice of it meeting the license requirements of the regulations covering ***************** or the cities within it. VRBO should require the disclosure of municipal and/or county rental license ********************** does not mandate that Florida listings possess a vacation rental license, which this unit did not have. It is the responsibility of property owners to ensure they comply with all state and local regulations. Operating without the necessary license can result a lack of inspection, which can impact the renters stay. Florida property owners are required to obtain a vacation rental license from the ********************** and Professional Regulation.VRBO should require complete disclosure of accessibility: The Florida licensing requirement includes Safe egress is available. The VRBO listing requirements should mandate in the listing a disclosure of access to the apartment. The only VRBO requirement is to provide an accessible environment but not disclose the actual accommodation. In this case it was on the third floor. and required two flights of stairs to reach the entry, which makes it very difficult for those with physical weakness.. Also the Florida licensing provides rules for trash and garbage disposal. The disposal facility is on the ground floor, requiring the renter to go down and up two flights of stairs to comply.VRBO should have a readily available resolution service to reconcile disparities once the renter arrives: When a renter arrives and finds that the listing and the actual property are different or critical details are lacking, the renter should be able to appeal either for a correction of the omission or a rent reduction

  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?******* Zyd ?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?
  
  Booking ID??
  
  Listing number(s) or URL(s) of the home booked on Vrbo?
  
  Stay dates?
  
  Any case number(s) from prior contact to our customer support?
  
  ******* Zyd ?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
  

  Customer Answer

  Date: 03/27/2025

   
  Please forward the following which provides the additional information that was requested 

  Business Response

  Date: 04/02/2025

  Dear Better Business Bureau, 
   
  Thank you for giving us the opportunity to address HerbMini's concerns. At Vrbo, we take all complaints seriously and are committed to ensuring that our guests have positive experiences.
  
  We understand HerbMini's frustration and sincerely regret that their experience did not meet expectations. 
  
  After carefully reviewing the complaint, we found that the host clearly stated in the property listing that the property is located on the 3rd floor, ensuring potential renters are aware of the accessibility situation before booking. Additionally, we would like to emphasize that our team only lists properties that fully comply with local government rules and policies, including ensuring that properties are properly licensed and adhere to all relevant regulations.
  
  We value your feedback and are dedicated to maintaining the high standards that our guests expect.
   
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Best regards,
  
  Vrbo Customer Support Team

• Initial Complaint

  Date:03/20/2025

  Type: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.

  The company failed to disclose of any cancelation penalties, therefore they went ahead and charge me over$800 for cancelation, when their rep. ****** process transaction as well as guide me thru the process, without disclosing such fees. Was never notified of any 30 ***** period to request a fee waiver. They refuse to recognize a *** Error. Not the host. They have refuse to admit fault after explaining. They don't screen their renters, as a result of a drug addict, destructive and disfunctional guest, that destroyed the place. We canceled reservation to revise their itinerary with a new insurance coverage. No rates, fees, etc were changed, everything remained the same, except for the coverage, and was upcoming itinerary not an existing one.

  Customer Answer

  Date: 03/26/2025

  Can we go ahead and cancel this complaint? Vrbo has worked with me to fix the problem i incounterted 

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I'd like to thank you for taking time to read this I rented a rental property in ******* in January for $2200 One hour after booking, I got a bad feeling about the owner since they were asking for $5000 fee in case of issue with the rental I canceled the transaction and VRBO said I owed them $1400 I spent two hours on the phone with customer service with without any result I've spoken to my own credit card without any result I feel that this is criminal that somebody can't cancel a reservation through VRBO without being charged $1400 I've tried to reach out to the owner of the property without a response There's actually quite a bit of negative reviews on the property owner, which made me wary as well and cancel the rental

  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 aim to provide a positive experience for all of our users.
  
  We understand Heather's  frustration regarding the cancellation and the charge associated with their reservation. After thoroughly reviewing the case *********, including the policies set by the host and the details on the listing page, our Social Response Team found that the reservation does not qualify for penalty-free cancellation. The host had specific cancellation policies in place, which were clearly outlined on the listing page and again at the payment page during booking.
  
  Additionally, we investigated the request for an additional security deposit. This information was provided by the host in advance and was visible to the guest during the booking process.
  
  We regret that this situation has caused frustration and apologize for the inconvenience. Any potential refunds would be at the discretion of the host.
  
  Thank you for bringing this matter to our attention. We appreciate your understanding.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23091471
  
  I am rejecting this response because:
  
  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.

  Subject: Formal Complaint Against VRBO for Unjust Charge Hidden Hollow ******* ***** PO Box 527 *******, WY ***** ************ March 20, 2025 To: Whom it May Concern Dear Representative,I am filing a formal complaint against VRBO (Vacation Rentals by Owner), a subsidiary of Expedia Group, regarding an unauthorized and unjust charge for declining a reservation request. I believe this charge is unfair and deceptive, and I am seeking assistance in resolving this matter.Complaint Details:Company Name: VRBO (Expedia Group)Company Address: 1111 Expedia ****************************** Date of Charge: 2/03/2025 Charge Amount: $1,117.00 Reservation Details: I did not accept a reservation from ******* ********* who wanted to rent townhome 402 in January 360 days in advance on December 27- January 4, 2026, because the Owner did not want to rent out just a week that far in advance. I told her this and did not accept her reservation. I never received conformation or money from VRBO for this reservation because I did not accept it.

  Customer Answer

  Date: 03/26/2025

  I wanted to provide the transcript of the reservation request showing that I never accepted this reservation which Ive attached.  This is for complaint #********.

  Business Response

  Date: 03/30/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to address ******* Suskes concerns regarding her reservation cancellation. At Vrbo, we take customer feedback seriously and are dedicated to ensuring our hosts and guests have positive experiences.

  In reference to the case, ******* ***** is requesting compensation due to the cancellation of her reservation. However, as previously communicated, our records indicate that the reservation was canceled by the partner (*******). It was determined that the guest sent the request on December 28, 2024, but the host canceled the reservation on January 04, 2025, which exceeded the 24-hour review timeframe. Please be advised that Vrbo has implemented a cancellation fee for hosts, which is designed to ensure the reliability of reservations, minimizing disruptions for guests and enhancing their trust in the platform. These fees also align Vrbo with industry standards.

  Understanding the impact this situation has had, we have authorized a one-time courtesy compensation of $500. While we appreciate Deborahs request for a refund of the full amount charged, the maximum compensation permissible under these circumstances, given that the cancellation was initiated by the partner, is $500. An email was sent to ******* on March 27, 2025, at 1:14 AM, informing her of the same, and we are currently awaiting her response.

  We hope this compensation will help resolve the matter, and we remain committed to ensuring a positive experience moving forward. Should there be any further questions or concerns, please do not hesitate to reach out.

  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23092068
  
  I am rejecting this response because: I NEVER ACCEPTED THE RESERVATION AND THEREFORE I NEVER CANCELED A RESERVATION AS VRBO CONSISTANTLY SAYS THIS IS WHY I WAS CHARGED A 10% FEE.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/08/2023

  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 RENTERS BEWARE.After renting a place through their website affiliate Travelocity and upon arriving at the address, there was no electricity, it looked nothing like the posting but rather like a crack house.No drapes, dirty, smelly and with only 1 towel that was soiled. The host was not reachable by phone, she demanded that we text only. I demanded a refund, she adamantly refused. We rented another place near by and then filled a complaint/refund request to Vrbo. Here's their response. Also including the pics and address of the h*** hole in case you fall victim to that slumlord.Here's their response...Dear ********, Thank you for providing the requested documents. Thank you for your patience while we reviewed the documentation you provided. After reviewing your request, we determined that you are not eligible for Book with Confidence coverage.We have denied your reimbursement request due to the following:On July 15, 2023 at 1:00 PM Vrbo sent you an email asking you to book accommodation within the Expedia Group sites or directly with a hotel. In that same email it stated that we do not reimburse a reservation made on a competitor site. Airbnb is one of our competitors so we are unable to reimburse you.The Terms and Conditions of the Book with Confidence program ensure that we administered coverage fairly to all guests. We apologize for the inconvenience you experienced with your booking. We suggest that you leave a review documenting your experience or continue to work directly with the host to resolve your issue. Regards,*************************** Support Team Vrbo help

  Business Response

  Date: 08/03/2023

  4th July 2023
  
  Better Business Bureau 
  
  E.ca - Mid-Western and Central ****

  Complaint Department
  
  RE:  VRBO Case # ********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact VRBO regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  VRBO is responding to the consumer complaint from Stephane Clermont (BBB case number ********) regarding a Vacation Rental. 
  
  Our records indicate that the that ******** did not use the reservation as the property was not up-to the standard as advertised.

  Upon further review, we have concluded this and issued you a refund of 376.50 CAD to the original form of payment. This should reflect in your account within 2 billing cycles.
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Regards,

  ***********************

  Global Traveler Resolutions Team

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************