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

• 

  VRBO

  667 Cardinal Dr. Monticello, GA 31064

• 

  VRBO Property

  3127 Emerald Spring Loop Sevierville, TN 37862

• 

  Vacation Rental By Owner Listing #302615

  77 Wentworth St Charleston, SC 29401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have my only property listed on VRBO since 2022 wort stellar ratings. . I had a renter who booked with me in June and then booked for 10 days in July. Her husband fell ill and rather than charging them I cancelled the reservation by request. Since then my property is no longer showing up on VRBO. Ive called and spoken to customer service 9 times as Im losing money not being able to list my property. Ive spent no less than 30 minutes daily speaking to customer service, they escalate it to a supervisor and then every supervisor I speak with says technical support is working on it and they cant give me a timeline. Its by far the worst experience Ive had with a company ever.

  Business Response

  Date: 07/04/2025

  Dear Better Business Bureau, 
   
  Thank you for contacting us regarding *** Apleys complaint. We appreciate the time and effort they have taken to share their experience with us. Our current understanding is that Lisa is concerned about listing property. 
   
  We have examined the information *** has provided regarding this complaint and found this has been already escalated to the technical team for review and we are actively coordinating to get the desired outcome. 
  
  We are grateful for the time and effort that *** Apleys 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 resolution.Thank you for bringing this matter to our attention.
     
  Best regards, 
  
  Vrbo Customer Support Team 

• Initial Complaint

  Date:06/26/2025

  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 dont understand why this company has an A+ review when they have absolutely terrible reviews from pretty much everybody. The company is a scam. They took money from me. I dont expect to get it back at this point as customer service is terrible. But for some people $***** matters. For most people, honesty and being upfront and open about what to expect on the property matters. Vrbo will back the host no matter how wrong they are. I have so many screenshots showing that not once was I informed about a parking fee until the day we arrived at the facility. When I asked them how much it would be, no one responded. We then got locked out when the key pad died and it took almost 2 hours for someone to even respond to us, and then again when I asked for a refund for the undisclosed parking fee they never responded. And when I tried to talk to the host all I got was an automated response about buying property and becoming part of the Fairly rental team. When I called Vrbo customer service, I was basically told, too bad we cant help you. They dont back their customers at all. Not to mention the host had a camera that was not disclosed and thats illegal. They can have the camera outside the door, but legally, they have to inform the occupants that there is a camera, and they did not. I told Vrbo and they didnt care the host is being illegal.They didnt inform about the parking they didnt inform about the camera. They got us locked out because they didnt take the time to make sure the battery wasnt dead. When I voiced allllll this to Vrbo they did nothing. I just want my ***** back for the undisclosed parking fee.

  Business Response

  Date: 07/04/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** ********* concerns. At Vrbo, we take complaints seriously and strive to provide our guests with great experiences.
  
  We understand ******** frustration regarding their experience. We are sorry to hear that their experience with Vrbo did not go as expected.
  
  We are re-investigating their concerns. Case *********has been escalated to the 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 guests. 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 a resolution.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/25/2025

  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 home for the weekend. Check out was May 25th by 11am. Everything went fine with the booking, except Vrbo has yet to refund my $750 security deposit. I have contacted them several times. They tell me I should have received it. They told me to email them my bank statements proving I had not been refunded. I did that and now for over a week they have told me it has been "expedited " and I should have my refund right away. Again that was over a week ago. I called again and they are still just telling me it has been expedited and I will be contacted soon For my refund... I dont know what else to do. By law they have 30 days to give back a security deposit and they have not done that yet. I just want my $750 security deposit back as they said I would have it.

  Business Response

  Date: 07/03/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Honesty ***** concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences.
  
  We understand guest frustration and want to assure you that we have thoroughly investigated the matter. Please be assured that we have conducted a comprehensive investigation.
  
  An update was recently communicated to the guest regarding booking ID *********. As confirmed, the support team has processed the refund for the *** (Refundable Damage Deposit) from the platforms end. The refunded amount is expected to be credited back to the guests original payment method within 5 to 7 business days.
  
  
  While we regret that guest experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please do not hesitate to contact us.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/25/2025

  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.

  1st time using VRBO. Property was filthy. Dirty floors, bugs on beds, mold on shower curtain, dirty towels and linen, and pubic hair on towels. Was scared to open luggage because of how dirty it was. Spent less than an hour there while I looked for a new place to stay as I wasn't letting my 3 yr old granddaughter and 9 month pregnant daughter stay there. Communicated with the host within an hour and let her know we were leaving and what the issues were. Received message back the next morning that they would send cleaners, but I already was at the new accommodations the same night I contacted the host. Stay was supposed to be from 6/18-6/21/2025. Have called VRBO twice now and they will not refund because host refuses. Host is ********* *********. Have proof of communications, pictures, new reservation, car rental time from airport if needed. Host acknowledges in review that I did not stay at their rental.

  Business Response

  Date: 06/26/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Rhonda Norris’s concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We recognize Rhonda’s frustration regarding their experience. We are sorry to hear that their vacation plans did not go as expected and apologize for the inconvenience caused.
  Upon a thorough review of case reference 141305129, we can confirm that our Social Response Team conducted a complete investigation and provided an appropriate resolution based on the information available. Our team has taken into account all relevant details to ensure a fair and considerate outcome in line with our policies.
  
  While we regret that Rhonda’s 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: 06/30/2025

   
  
  Complaint: 23519660
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Rhonda Norris

• Initial Complaint

  Date:06/25/2025

  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 June 20, 2025, I attempted to use $30 in OneKeyCash rewards (Vrbos loyalty program) to book a property before they were set to expire on June 21, 2025. At checkout, I applied for the ***** Fargo credit card Vrbo was promoting and was approved with a $2,000 limit. I used the new card at checkout, but the next day found the booking had failed and the card had been declined.I contacted ***** Fargo, who confirmed there was no issue on their end the charges had been approved. Vrbo had reversed the transaction. I spent more than 5 days across multiple support channels trying to understand what happened. No one could provide an explanation for the reversal, including a chat agent named *****, who escalated the case but never followed up.Due to Vrbos unexplained reversal, my $30 in rewards were never used and expired. I followed up directly with Vrbo support by email and chat, clearly explaining the issue and requesting the rewards be reinstated. Despite multiple messages and a reasonable, time-sensitive request, I never received a response.I am seeking the reinstatement of the $30 in OneKeyCash that I attempted to use in good faith prior to the expiration. I followed Vrbos promotions, used the advertised credit card, and attempted to book within the valid timeframe. The failed transaction and reward loss were entirely due to Vrbos system or internal error not user mistake.?Desired Resolution:Reinstatement of the $30 in OneKeyCash rewards that were wrongfully lost due to Vrbos reversal of a valid booking attempt.

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Amber Flannery’s concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences.
  
  We recognize Amber’s frustration regarding their experience. We are sorry to hear that their experience with Vrbo did not go as expected and apologize for the inconvenience caused.
  
  Upon a thorough review of case reference 141352669, we can confirm that our Social Response Team conducted a complete investigation and provided an appropriate resolution based on the information available. As part of the resolution, a refund of $30 in One Key Cash was issued to Amber’s account as a goodwill gesture to acknowledge the inconvenience she experienced.
  
  Our team carefully considered all relevant details to ensure a fair and considerate outcome in line with our policies.
  
  While we regret that Amber’s 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: 07/01/2025

  The business I complained about finally responded and resolved the issue.

• Initial Complaint

  Date:06/25/2025

  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.

  On June *****, 2025, my family (including a baby) and friends (with a toddler and baby) stayed at a VRBO property in a remote location in *****, 30 minutes from **********. We paid $2040 for this stay, but there were several components of the listing that were misrepresented. Most notably, our stay was severely compromised by a significant appliance failure and unacceptable conditions, directly violating VRBO's "Book with Confidence Guarantee." Significant Refrigerator **************** Crisis: On Day 2 (June 20th), the refrigerator completely stopped working. Despite immediate contact with ****** (property manager), no repair or temporary solution (like a mini-fridge) was provided for the remainder of our stay. This led to the spoilage of all perishable food, critically including two full days' worth of breastmilk for two infants. This posed a genuine health and safety risk, forcing us to struggle to feed our babies in a remote area 20 minutes from the nearest grocery store.Vacasa Negligence: Vacasa confirmed the fridge was broken but failed to fix it, only delivering ice into a used cleaning bucket after repeated requests. Their offer of an $80 refund for a $2000 booking was insulting.VRBO's Grossly Inadequate and Dismissive Response: Despite contacting VRBO customer service during our stay via chat, we received no help. Upon formal escalation, VRBO's Resolution team, specifically a supervisor named ******, displayed shocking ********************* Conditions: The property was unclean upon arrival (dust everywhere), had pest issues (ants in bathroom), broken amenities, and an unkempt exterior featuring ripped tarps and severely overgrown shrubbery, which was significantly unlike the pictures in the advertisement. Contradictory cleaning rules were also found, adding to the disorganization.Suppression of Review: Both VRBO and Vacasa are refusing to post my 1-star review on any of their platforms.

  Business Response

  Date: 07/03/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Vini Mani concerns. At Vrbo we take complaints seriously and strive to provide our hosts with great experiences.
  
  We understand Vini Mani frustration regarding their experience and want to assure you that we have thoroughly investigated the matter. Please be assured that we have conducted a comprehensive investigation.
  
  An update was shared with the guest regarding their request for a refund. Following the guests inquiry, the support team reached out to the host to explore the possibility of compensation. The host has since responded, confirming that they are unable to issue any refund from their side. As the stay was completed, any refund beyond the standard policy falls under the hosts discretion, and in this case, the host has declined to offer any refund.
  
  In recognition of the inconvenience experienced by the guest, and as a gesture of goodwill, a compensation of $400 was offered by us on 1st July 2025.
  
  However, as of now, no response has been received from the guest regarding this offer.
  
  While we regret that Vini experience was not as we would have hoped, we appreciate the opportunity to address the issues brought to our attention. If you have any further questions or concerns about this matter, please do not hesitate to contact us.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/25/2025

  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 erroneously posted a negative review to my listing and have not taken it down despite receiving confirmation that the guest did not leave the review.

  Business Response

  Date: 07/03/2025

  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 hosts with great experiences.
  
  We understand ***** frustration regarding their listing review experience. 
  
  We are currently investigating the concerns raised. Case ********* has been escalated to the appropriate team for further review. As part of the ongoing process, the team contacted ***** via email on July 1, 2025, informing her that the matter remains under active evaluation.
  
  We anticipate a final resolution will be available soon. Should that change, our team will update the host. We will ensure that the host's concerns are addressed to the full extent we are capable of assisting.
  
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/24/2025

  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 have been a subscriber to the VRBO platform for over 20 years now. ****** is my account, In February 2025, VRBO decided to flag my property for price gauging. I have been calling for 4 mo the to remove the block and they have not done so. My rental rates have not changed now for the past 5 years, they are fair and at market between $200/nt September thru July 1 & -$300/nt from July 1 and August 30th per night = to $6000/month -September thru July 1st & $8000/month for ************* at the very most for *************. I tend to move my rates between these two monthly rates all year long depending on the market. I can only rent monthly for 30 nights at a time. My average rental runs for about $6500/months all year except July and August which typically goes for $7500/month. I do not understand how my rates are gauging. VRBO refuses to help unblock my account. The rate was even dropped to $180 for an entire month and my property was still blocked. In February, I rented my 2bed apartment for $2500 /mo to help a victim of the palisade's fires. Please help me get my property back online. I only rent it out 5 month out of the year since my sons also live there.

  Business Response

  Date: 07/03/2025

  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 hosts with great experiences.
  We understand Bibi frustration regarding their experience. We are sorry to hear regarding their listing issue. 
  
  We are investigating their concerns. Case ********* has been escalated to appropriate team. The team reached out to **** via email on June 25, 2025.  We anticipate a final resolution will be available soon. Should that change, our team will update the host. We will ensure that the host's concerns are addressed to the full extent we are capable of assisting.
  
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/24/2025

  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.

  This vacation booking was through VRBO for 8 nights with my family. Me, my husband, my 8- and 4-year-old kids. As well as my Niece and nephew in remembrance of our daughter that past away 10 years ago. We booked this place in advance 2/26/25 and paid in full. We checked in 5/17/25 and started to have issues 05/20/25 when the place FLOODED WITH SEWAGE WATER. Not only did that happen but its a two story town house so there was no using any water or showering. The owners came and said "sorry about this it happens a lot due to the sewage lines shifting and its to expensive to fix....." They came mind you it was at night and used a snake pump to try and clear the line and they said its fixed and you should not have any other issues. I said ok no problem as long as there are no other issues. The next morning the same thing happened, and my son was waking inside from the back porch and fell in the nasty suage water and cut his head hitting it on the counter. I had to take him to urgent care to make sure he did not need stiches. They used a glue to close the wound. I called VRBO and they said to reach out to the owners again and have them come out and fix. I did that and they were not able to come tell later that evening. So now we had to go rent a hotel just so we could take a shower as we had nasty water all over our things we decided to go home early because of the whole matter. All I wanted was a full refund and the owner texted me YES they would issue a full refund yet I did not get a full refund. Only ****** I paid ********. I submitted a ticket with VRBO and now they tell me they can only refund an additional ****** I want my remaining $716.97 I could have booked a place without these known issues and had my full remembrance of my daughter and maybe my son would not have had to go to urgent care. All in all VRBO do not use a host that has known septic issues or you will be doing a lot more refunds.

  Business Response

  Date: 07/01/2025

  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 recognize Sierahs frustration regarding their experience. We are sorry to hear that their experience with Vrbo did not go as expected and apologize for the inconvenience caused.
  Upon a thorough review of case reference *********, we can confirm that our Social Response Team conducted a complete investigation and provided an appropriate resolution based on the information available. Our team has taken into account all relevant details to ensure a fair and considerate outcome in line with our policies.
  
  While we regret that Sierahs experience did not meet expectations, we appreciate the opportunity to address the issues raised and wish the host best in resolving any further concerns.
  
  Best regards, 
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/24/2025

  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 initiated a cancellation on a booking within 1 hour of the booking. The host ignores me, cant get in touch with a VRBO customer service **** I am within the 100% refund and cancellation window as it ends on 7/19/2025. I would like to cancel my booking and collect the refund. Reservation: HA-VJLMWV

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to Gabriella *********** concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences.
  
  We have carefully reviewed the details of Gabriellas reservation and would like to clarify that the booking was made and canceled on the same day, June 24. Our records confirm that a full 100% refund was processed on June 24, the same day of cancellation.
  
  While we regret that Gabriellas 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