Complaints

This profile includes complaints for Vrbo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vrbo

  1111 Expedia Group Way W Seattle, WA 98119

  
• 

  Eugene Revutsky - VRBO Rental 4805070ha

  170 Saw Mill Rd Long Pond, PA 18334

• 

  Vacation Rentals By Owners

  3635 S. Fletcher Avenue Fernandina Beach, FL 32034

• 

  Vacation Rentals By Owners

  3835 Oak Street Jacksonville, FL 32205

• 

  Vacation Rental By Owner Listing #302615

  77 Wentworth St Charleston, SC 29401

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

• Initial Complaint

  Date: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

• Initial Complaint

  Date:06/23/2025

  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 booked a property with Vrbo and the property stated that check in is at 3pm. They send me a text message saying check in will be between 4 and 5 they will let me know. I contacted Vrbo and they said the host should follow policy. I said I booked the property for the check in time because I get into town at 230p. They refused a refund even though their property is violating policy. I just want a refund

  Business Response

  Date: 06/26/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to the concerns raised by *************** regarding her upcoming VRBO reservation (ID: ********* scheduled for June 2829, 2025.
  
  Ms. *** contacted us requesting a full refund after being informed by the host of a delayed check-in window between 4:005:00 PM, although the listing indicated a 3:00 PM check-in.
  
  We reviewed the booking and confirmed that it does advertise a 3:00 PM check-in time. As part of our investigation, we created case ********* and reached out to the host. On June 26, 2025, the host confirmed that the property would in fact be available for check-in at 3:00 PM as originally stated. We informed the guest of this update.
  
  We appreciate the guests patience throughout this process and remain committed to providing a fair and transparent resolution. Should there be any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23508945
  
  I am rejecting this response because:
  The ad does not state according to availability. The host sent me a mess saying check in will be at 4. Not 3 as advertised.
  Sincerely,
  
  Saphire Ade

• Initial Complaint

  Date:06/23/2025

  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.

  We used VRBO to rent a home 5/22-27. The following is a list that was reported to both hosts and VRBO and no action was taken.* pilot light out or not igniting when oven turned on, friend got blasted with gas after trying to preheat oven * exhaust fan above stove makes loud clicking sound, we worried it might break at higher settings * previous guest left freezer door open and fridge and freezer took nearly 24 hours to reach target temp when we had groceries we needed to keep cold/frozen * found smoke detector in a drawer, only to realize it appears to have been removed from the hall by the kitchen, wires hanging from ceiling * almost all blinds on windows are damaged and have no pull string to adjust up or down * was told very specifically to not put trash in the wrong garbage can or wed be FINED and there is not a garbage can with our address on it, then told to just use a different one, both of which are already full of trash from previous guests * the shower in the master bathroom is loose and the water pressure doesnt seem to fully redirect to the shower head * lights above sink in master bathroom flicker which is especially annoying because its on a motion sensor * when we arrived the dryer was open and a towel was on the floor and more towels just sitting in the dryer * dishwasher sticks out at bottom and cabinet next to oven doesnt open all the way because of it * no communication through vrbo app besides some generic recommendations from someone named ****** received an email from another company telling me I was staying at one of their homes - news to me! emailed them about a couple of the issues we were facing and they actually responded, but the whole point of vrbo is to connect hosts with their guests and it was radio silence Contacted VRBO and they claimed that since I contacted them the day after our stay they couldnt do anything for me.

  Business Response

  Date: 06/25/2025

  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 recognize Chases 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 *********, 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 Chases 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: 06/26/2025

   
  Complaint: 23508940
  
  I am rejecting this response because:

  They are lying to cover for themselves. I have proof that I messaged host and got ignored, and also proof of management company emailing me separately, acknowledging issues but doing nothing about it. VRBO has no proof of these communications because the management company messaged me outside of the app, which surely has to be breaking some sort of policy.

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/05/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ***** ******** concerns.
  
  At Vrbo, we are committed to supporting our travelers and ensuring their experiences meet expectations. After thoroughly reviewing the reservation in question, we have confirmed that the booking was completed as scheduled.
  
  Our records show no communication was received from the guest regarding the reported issueneither with the host nor with our customer support teamprior to or during their stay. Unfortunately, in the absence of real-time outreach or documentation, we were unable to investigate or take action at the time of the reservation.
  
  That said, we remain open to reviewing any supporting information the guest may wish to provide. Should additional documentation become available, we will gladly revisit the matter and assist accordingly.
  
  While we regret that Chases experience did not meet expectations, we appreciate the opportunity to address the issues raised and wish the guest the best in resolving any further concerns.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/23/2025

  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.

  property not as described, unabel to access unit, little to no communication with host to resolve, have to rent a hotel to stay for limited time.

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******** Parkers concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We recognize Paulettes 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 *********, 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 Paulettes experience did not meet expectations, we appreciate the opportunity to address the issues raised and wish the guest the best in resolving any further concerns.
  
  Best regards, 
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/23/2025

  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.

  First my complain is also against the owner of the house , ***** *******.We rented a house from VRBO for my birthday weekend.When we got there the steps were hard to go up to get in .I broke my ankle in January and I go up 4 steps at home all the time These were really steep and handrails were in such bad shape I could not go up and I almost fell. My husband got me in up than.We went in and the house was filthy bin all of the rooms. Also the house was nothing like the pictures .There was no place to sit in living room because the couch was stained and the only chair had no cushions .Contacted him immediately he did not believe us. He was very condescending at that point said we could file a complaint if we wanted but he was not going to refund anything.We filed a complaint with VRBO and after almost 2 weeks of going back And forth they said it was up to the host and they could do nothing.During that time we offered to have the money out towards another if hiis properties.he said no The host ***** became verbally abusing to me called me dumb and stupid.We sent all of the messages to VRBO and again they did not care how he treated us which means he will do it again .We called the number on VRbo website to speak with an agent Last Thursday.Spoke with lady and she said that an agent would return our ******* one has yet.I also have ******************** which I have had fur 30 years. He made fun of me because I was still having trouble with that ankle I explained my illness and why it took 5 months to heal instead of 8 weeks.He said he was a physical therapist and I was lying .I knew from pictures that the house had 3 stairs So I practiced at home and my physical therapist with 4 I was not ready for steps that were falling in bad shape He was a bully That is why I also hold VRBO responsible too.

  Business Response

  Date: 06/30/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address **** ******** concerns. At Vrbo we take complaints seriously and strive to provide our 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 a resolution.
  
  Best regards,
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/21/2025

  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.

  On May 30 I booked a location in ***** ******* area for July 3 - 6, 2025. I received an immediate confirmation and weekly updates about upcoming trip. On 6-21-25, I reached out to the owner to ask a question about the facility. He informed me that the location was already booked by another VRBO customer. We both attempted to contact ********************** about the issue. The ***resentative I spoke to immediately cancelled my booking without any explanation and told me that basically I was on my own to find another booking. She said the owner had cancelled my booking. I was concurrently emailing the owner, who was on the phone with another VRBO *** getting the same run around. The Rep ******** lied about the owner cancelling the reservation and had blocked the owner from access to his page. I asked for a supervisor and he could not explain what she had done. We spoke for an hour with him(****) unable to tell me anything other than he was sorry. The supervisor (****) assured me he would call me back within one hour, a call I never received. I have already scheduled time off from work and travel expenses for the trip. They still will not explain what is going on but they have lied to me three seperate occasions. So now we are less than two weeks away from our vacation with no where to stay, travel expenses paid for, and my credit card charged for the trip that I will not have. This is fraud and felonious mis***resentation!

  Business Response

  Date: 06/25/2025

  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 recognize Patricias 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 *********, 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 Patricias experience did not meet expectations, we appreciate the opportunity to address the issues raised and wish the guest the best in resolving any further concerns.
  
  Best regards, 
  Vrbo Customer Support Team

• Initial Complaint

  Date:06/21/2025

  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.

  I booked a rental in early February for a trip in June to *****, OregonJune *****, 2025 at **************************************************************** (Property# *******); $1,185.53. It was instantly confirmed after payment was received.June 9, less than a week from the rental stay, I had not received any communication from the host, and since check-in info was not listed in the booking or property details, I contacted the host via the app message center. The following day, the 10th, I had no response, and called the number listed for the host in the booking details, which went straight to voicemail. I also texted that same number and messaged via the app saying the silence concerned me. On the 11th, I messaged via the app again to say that we were arriving nonetheless to the rental for which we had paid in full.I still had not heard from the host on the day of check-in, but my husband and I decided to show up as planned. Driving in there were several "no trespassing" and "smile you're on camera" signs posted at the gated, chain-link entry beyond which we found a house that was unsuited for the intended purposea detritus-strewn worksite/junkyard with bags of trash on the front stoop, hard hats on the railing, multiple vehicles, bathroom furniture and fixtures in the yard, a mattress in an open shed, etc. We hastily snapped a couple of pics, and left because we felt unnerved and vulnerable. We drove to the nearest town for cell reception to contact VRBO customer service. Through the live chat feature, I was told they were able to contact the host, and he agreed to fully refund us. During that chat, I was asked if I would like to talk to the host; I declined and asked to simply receive the refund. They said that was fine, and it should process within 5-7 days.I emailed a VRBO "Resolutions Team" representative twice (June 14 & 19), asking for a status update, and have received zero responses. On June 19, I received a notification that the host of the property had left a review of us.

  Business Response

  Date: 06/30/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address ********* ****** Trevors concerns regarding her recent reservation. At Vrbo, we take guest feedback seriously and are committed to ensuring a safe and reliable experience for all travelers.
  
  In reference to her complaint, Ms. ****** reported being unable to reach the host for check-in instructions and, upon arrival, discovered that the property was under construction and felt unsafe. As a result, she chose not to stay at the property and immediately contacted our support team.
  
  Our agent reached out to the host, who initially agreed to issue a full refund. However, upon internal review, we confirmed that no refund had been processed. Due to the hosts lack of response to our follow-up communications, we proceeded with cancellation and issued a full refund to Ms. ******* A confirmation email was sent to both Ms. ****** and the host.
  
  We appreciate Ms. ******* patience throughout this process and hope this resolution helps improve her experience with us. Should any further questions or concerns arise, we remain available and committed to providing additional support.
  
  Best regards,
  Vrbo Customer Support Team

  Customer Answer

  Date: 06/30/2025

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

• Initial Complaint

  Date:06/21/2025

  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.

  VRBO has allowed a property on their site that contains deceptive computer generated photos and false deceptive descriptions. VRBO made it impossible for me to make an informed booking. VRBO posted and removed negative reviews of this property and I booked it based on a fraudulant misleading representation. My complaints of the property mirror other complaints on VRBO, *********** and AirB&B of this same property. VRBO is not honoring their Book with Confidence guarantee. I booked a vacation rental through VRBO, **************************** for May 22, 2025-May 26, 2025. The total amount of the booking was $7,240.45.Upon check in on the 22nd I immediately noticed the home was not as depicted in the photos or as described on VRBO. I contacted the property host and after receiving an unsatisfactory response I contacted VRBO. I provided VRBO with 50+ photos showing not only the unclean condition of the home but also, exposed electrical wires, exposed electric lighting in the pool, no power supply to an outdoor kitchen, faulty hazardous lighting fixtures, unflushable toilets with waste, and an outstanding uninspected construction work permit.The property owner and host immediately stopped communication when I requested a refund and VRBO has not responded to my numerous emails and phone calls.

  Business Response

  Date: 06/30/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** ******** concerns. At Vrbo we take complaints seriously and strive to provide our 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 Customer Support Team

• Initial Complaint

  Date:06/20/2025

  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.

  This is the second time I'm filing a complaint about Vrbo. I am a Premier Host and have been since September 2022. On several occasions, my listing has been "temporarily suspended" for apparent violations of their company cancellation policy. Every time this has happened, I get an email with no case number or inquiry number. There's no information on what booking was cancelled or guest information. Each time I've talked to a **************** Support person, they've reviewed my account and couldn't find anything that would warrant a temporary suspension. I keep getting told that it's a "Technical Glitch". Last year, it took a week and half to get the problem resolved and I lost bookings because my listing was suspended for no reason. Their policy is 7 days then the listing goes live so they were in violation of their own policy, but my account should have never been suspended. I received another suspension email yesterday with a vague AI generated message, again, with no case number or other information. My listing is not live again. This is about the 5th or 6th time this has happened and for no reason. I have never cancelled any bookings for my suite outright. The ************** *** and Supervisor gave me the Technical Glitch reason again. I was told the case would be forwarded to the Technical Team and wait to hear from someone. I said to put in my file, that I wanted a Live Person to call me, not an email. I received an email today, that "The reason why you are receiving this email is from the cancelled reservation HA-9BWXNF under ****** *****. The guest request a cancellation due to change of plans. I would like to inform you that the cancelled reservation will be waived as it was part of the valid reason for applying or requesting a waiver." This guest booked then submitted a request for cancellation instead of cancelling on their own. I approved it then Vrbo, 3 weeks later suspended my listing. I am losing business again, unacceptable.

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** Queairs concerns. At Vrbo, we take complaints seriously and strive to provide our customers with great experiences. 
  
  We recognize Alisons 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 Alisons 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

  Customer Answer

  Date: 07/02/2025

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