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Vacation Rentals By Owner [VRBO]
Vacation Rentals By Owner [VRBO] Customer Service Phone, Email, Contacts

Vacation Rentals By Owner [VRBO]
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1.5 278 Reviews

Vacation Rentals By Owner [VRBO] Complaints Summary

34 Resolved
244 Unresolved
Our verdict: With Vacation Rentals By Owner [VRBO]'s very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Vacation Rentals By Owner [VRBO] reviews & complaints 278

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Newest Vacation Rentals By Owner [VRBO] reviews & complaints

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11:19 am EDT

Vacation Rentals By Owner [VRBO] service fee

I booked a vacation rental last year on VRBO and did not get charged a "service fee" when booking.

I believe Expedia purchased VRBO/Homeaway in November of 2015 with the deal being finalized in the first 3 months of 2016 - according to a USA Today article online (I booked my first rental through VRBO without the service fee during the transition time in 2016.)

This year I went to book the same rental but had to cancel. Only upon trying to figure out how to cancel did I notice I was charge a $250 service fee which VRBO keeps! This does not go to the owner renting the place! That is crazy! I found this out by reading complaints by owners listing their properties.

$250 just to book a rental through VRBO website? Are you kidding me? There is NO WAY I will book through them again. I did not know I was being charged this fee up front - I only saw the fees for the rental. There is no phone number listed for VRBO to call (to me that is a first sign that there will be bad customer service). The confirmation e-mail I received when I booked the rental did not explain how to cancel the reservation. I figured it out by searching the internet! What renter is going to want to pay over a 5% service fee to VRBO on top of a rental fee? Not me!

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5:47 pm EST

Vacation Rentals By Owner [VRBO] lack of knowledge and rudeness of customer service agent.

I followed the instructions for processing a refund for one of my guests who cancelled her stay. After doing so, I discovered that the guest had not made her payment in the first place! I don't know why the site would let a host request a refund for a guest who had not even paid, but that is what happened and when I immediately attempted to cancel the refund online, it was stated that this is not possible and I have to call the VRBO payment group. I called and had the unfortunate experience of speaking with Keith, who seemed annoyed with the call from the moment he answered the call. He eventually said he had put in a request to cancel the refund, but he didn't know if the refund would be stopped before being paid out. He did agree that VRBO does not process refunds for 6 to 8 business days, but he couldn't help me understand how or why the refund might not be stopped, even with 6-8 days lead time. He talked over me, repeating his policy statement, but refusing to answer any questions. He told me there was no supervisor for me to speak with, and when I asked to speak to a different agent, he told me that if I wanted to do that, I could call back and maybe someone else would answer! He also assured me that he had sent me an email confirmation stating that the request to cancel the refund had been placed. I never received any such email.

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4:49 am EST

Vacation Rentals By Owner [VRBO] I don't receive my payment

I don't receive my payment ! There are almost 50 days after I rent my porperty.

My payment is about US$ 3000 I'm very frustrated.

I'm really dispointed with this company.

The customer care is horrible. You receve e-mail but anyone resolve your question.

I don't no what I should to do.

When I rent my properties using airbnb I receive my payment one day after my gues's chek in.

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4:36 am EST

Vacation Rentals By Owner [VRBO] I don't receive my payment and appropriate answer

"I am very disappointed with VRBO's services.
I rented my apartment more than 40 days ago by VRBO, and to this day I have not received my payment.

I already sent several emails and no one solves my case. This is absurd.

When I rent my apartments using airbnb I receive my payment one day after the guest's check in and I never had any problems.

Very frustrated."

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1:37 pm EST

Vacation Rentals By Owner [VRBO] I don't receive my payment and answer

I am very disappointed with VRBO's services.
I rented my apartment more than 40 days ago by VRBO, and to this day I have not received my payment.

I already sent several emails and no one solves my case. This is absurd.

When I rent my apartments using airbnb I receive my payment one day after the guest's check in and I never had any problems.

Very frustrated.

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RTH1600
, US
Nov 14, 2019 2:06 pm EST
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The owner of the VRBO property we reserved cancelled less than 30 days prior to our arrival. This necessitated starting over in our search for acceptable accommodations. The email from the owner stated that a refund had been initiated, but now over two weeks later, the money has not shown up on our credit card statement.

I have had a "chat" with an agent who requested that I take a screen shot of my credit card statements dating all the way back to September 9, 2019. I guess this agent didn't believe that I was capable of reading my credit card statements and representing the information honestly. I received no resolution of this problem from this "chat."
I made 3 subsequent phone calls to speak with a real "person, " hoping that this would produce better results. One agent assured me that the matter had been bumped to the billing department and I would hear back within 24 hours about my request. Over 24 hours later, there has been no communication from VRBO/Home Away. I made another phone call - same answer. "We'll bump it to our billing department. You should hear back within 24-48 hours regarding your request. " Each agent stated that the owner had fulfilled his responsiblity to refund the money.

In the meantime, we have booked and paid for another property and have yet to see our refunded money.
I would not recommend dealing with this company for your traveling needs.

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11:33 am EST
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Vacation Rentals By Owner [VRBO] terrible customer service and unauthorized behaviour

I manage a property listed on VRBO. It was originally listed 3 years ago. It was bought by a new owner last April but I continued to manage it. I was told that I needed to update the payment information which we spent ages doing. They then said I had to redo it all to change the name. We went through the process again. We were shunted between the VRBO and homeaway payments departments for weeks given different information. When all was approved. It was still in the wrong name. They then canceled the VRBO listing and the payment account with no contact or information sent to us. The listing was paid for. I was then on hold for 2 hours and again shunted between departments. then cut off. On hold again for another 2 hours. My listing is still not active despite our payments. I can not get anyone to speak to me regarding this. I just get cut off. I have been on hold for 2 days.

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11:28 am EST
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Vacation Rentals By Owner [VRBO] pricing very misleading

VRBO #420788 Sunset Vista Treasure Island Florida.
When we put in our vacation dates it came back with a total of $606.
When we went to book it they said we had to book through another website and it was over 3 times as much $1819.
Signs of a scam here. Bait and Switch
Not interested in doing business with a company like this.
BEWARE
http://m.providentresorts.com/hotel/sunsetvistas is the web site they sent us to.

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10:08 am EST
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Vacation Rentals By Owner [VRBO] service charges, leases, variable quality not a good deal

Hi,
our complaint is generic, systemic but specific.
We have come to realize that what often seems like a good deal isn't.
There are service charges, cleaning fees, leases to sign? that are added to base rates making some of the rentals costlier than a good hotel where the rooms are serviced and cleaned every day. Frequently the additional charges are not that obvious, at least to us.
Also the standards are too variable. Quality of towels, bedding, dirty upholstery, dishes cannot be at the level of renting some ones old stuff that they don't need anymore.
We have decided to go another route for now and stay away from this totally unregulated industry. It may seem like a cute idea that you are going to stay at someone place but we don't think its worth it.

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7:28 pm EST

Vacation Rentals By Owner [VRBO] unethical charges

I have rented my property through vrbo since 2012 but corporate greed
Has completely changed the way that I am allowed to do business with my renters. If we dont allow the "book it now button" that charges vacation renters extra money. (they get absolutely nothing for these services)/ it is very misleading and actually blatantly lying to get their hands in our profits. Please! Someone file a class action suit so we can get ethics back on the table again!

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10:51 am EDT
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Vacation Rentals By Owner [VRBO] chargebacks

I have been a subscriber with VRBO for about 3 years now. On Sept 11, 2016 a renter paid for a stay on Sept 12-19. I approved their request and on the next day, my rental manager met with them. This property for rent is located in Manila, Philippines. Since Sept. 12th is a National Holiday in the Philippines, I booked the renters (through Priceline.com) at a nearby hotel to get them through the night. Then they checked in on Sept. 13th. We obtained copies of their IDs and registered them with the condominium management. The rent funds were released to me by VRBO on Sept 15th. They checked out on Sept 19. Throughout their stay, they never once communicated with me on email.

On Sept 22, I got an email indicating that there is a "chargeback" of $531.92 on my bank account. Plus they charged two separate fees of $25 for no reason. Without my approval, they reversed the renter's payment. And it's not even 7 days after the renter checked out. They said, the renter's bank wanted the charge back as the renters told them they never stayed in my place.

I submitted all the evidences of their stay to VRBO (the hotel stay on Sept 12th with their name on it), the copy of the rental agreement that came with the receipt of payment, and copies of their passports. Meanwhile, I ordered my bank to ban VRBO from debiting any amount from us again.

The past few days, VRBO has been harassing me with emails telling me that I owe them the $531.92. AFTER they allowed this very same $531.92 to be debited from my bank account! They keep telling me I owe them $532.92 when if fact on Sept 22, they already debited that amount from my account. And now they're threatening to deactivate my account.

I've made numerous phone calls and each time I am talking to a senseless representative. And every single time I was instructed that the best way to get this resolved is through email.

I don't know where else to go but to go through every website that I can file a complaint against them! First off, I suspect these renters are cons. They booked last minute so I had no chance of getting e-copies of their IDs. And they never responded to any of my communication with them. Then they trash my place. Then shortly after they left, they tell their bank that the payment for their stay is not authorized. I requested for a copy of their passports from my rental manager and found out that they're from Morocco. And then I looked at their phone number and the country code is Australia.

The first time I called VRBO, I alerted them about this. The first representative told me they already "flagged" these people. And now, after all the distress this situation has caused me, and after I have submitted the documents of proof about their stay, VRBO is doing the best they can to rip me off of whatever they STILL owe me! I am STILL OUT of $531.92 plus $50 of their so-called fees. And now they want to charge me AGAIN?! This company is BAD! So bad for homeowners like me! I've been with Airbnb and TripAdvisor for so long and I have NEVER ONCE experienced anything like this!

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3:46 pm EDT
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Vacation Rentals By Owner [VRBO] website is continuously down. owner tried to cancel listing. charged for another year

Off and on for 8 years I've had problems amending or changing my VRBO listing due to technical problems with their website. I tried help.vrbo.com and vacationrentals.com. I sold my beachfront condo and contacted VRBO via email on 1/5/16 to cancel my account and to request a partial refund from the renewal 10/3/15 to 1/5/16. I continued to try to remove my listing myself as it continued to show up. I tried in vain to locate a mailing address to send a certified letter.

On 10/5/16 I received an email notifying me that my account was auto renewed and my American Express was charged $499.00. Yet again their website was down. I tried several times a day for over a week. I called countless numbers that were listed on the Internet to find that they were no longer in service. The site doesn't list contact information anywhere. I finally found one number from one of the other customers on this website and reached customer service.

I called [protected] ext. 0 and reached a representative. I filed a complaint and was transferred to Alex in the customer resolution department. I was informed that a refund would be issued but that it was too late to receive partial credit for the 9 months that I cancelled. I am filing a formal complaint with the Texas Attorney General as well as the Federal Trade Commission.

For those of you having problems with the website or in contacting VRBO another number I was given for customer service for is: [protected].

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4:28 pm EDT

Vacation Rentals By Owner [VRBO] chargeback

I have been a subscriber with VRBO for about 3 years now. On Sept 11, 2016 a renter paid for a stay on Sept 12-19. I approved their request and on the next day, my rental manager met with them. This property for rent is located in Manila, Philippines. Since Sept. 12th is a National Holiday in the Philippines, I booked the renters (through Priceline.com) at a nearby hotel to get them through the night. Then they checked in on Sept. 13th. We obtained copies of their IDs and registered them with the condominium management. The rent funds were released to me by VRBO on Sept 15th. They checked out on Sept 19. Throughout their stay, they never once communicated with me on email.

On Sept 22, I got an email indicating that there is a "chargeback" of $531.92 on my bank account. Plus they charged two separate fees of $25 for no reason. Without my approval, they reversed the renter's payment. And it's not even 7 days after the renter checked out. They said, the renter's bank wanted the charge back as the renters told them they never stayed in my place.

I submitted all the evidences of their stay to VRBO (the hotel stay on Sept 12th with their name on it), the copy of the rental agreement that came with the receipt of payment, and copies of their passports. Meanwhile, I ordered my bank to ban VRBO from debiting any amount from us again.

The past few days, VRBO has been harassing me with emails telling me that I owe them the $531.92. AFTER they allowed this very same $531.92 to be debited from my bank account! They keep telling me I owe them $532.92 when if fact on Sept 22, they already debited that amount from my account. And now they're threatening to deactivate my account.

I've made numerous phone calls and each time I am talking to a senseless representative. And every single time I was instructed that the best way to get this resolved is through email.

I don't know where else to go but to go through every website that I can file a complaint against them! First off, I suspect these renters are cons. They booked last minute so I had no chance of getting e-copies of their IDs. And they never responded to any of my communication with them. Then they trash my place. Then shortly after they left, they tell their bank that the payment for their stay is not authorized. I requested for a copy of their passports from my rental manager and found out that they're from Morocco. And then I looked at their phone number and the country code is Australia.

The first time I called VRBO, I alerted them about this. The first representative told me they already "flagged" these people. And now, after all the distress this situation has caused me, and after I have submitted the documents of proof about their stay, VRBO is doing the best they can to rip me off of whatever they STILL owe me! I am STILL OUT of $531.92 plus $50 of their so-called fees. And now they want to charge me AGAIN?! This company is BAD! So bad for homeowners like me! I've been with Airbnb and TripAdvisor for so long and I have NEVER ONCE experienced anything like this!

p.s. Homeowners beware of this renter IBERHAIM LACHQAR!

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11:24 pm EDT

Vacation Rentals By Owner [VRBO] reviews and customer service

Vrbo reviewss are just a joke, costumers use this against you to try to get free things and vrbo allow all this costumers to be disonest, vrbo is a mess these days. They have absolutly no customer service. They refuse to help with any issues you have with your listings. The inability to talk with a human on the phone is infuriating. They have made it so difficult to make changes on your own and then require that you send a request for assistance. Then you receive a response which is totally unrelated to what the issue was. I I resent not having any help when I need it. It's getting worse every day. They are the most expensive listing site online and the customer service is the worst. Homeaway should be ashamed of letting them continue with such horrible service

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12:59 pm EDT

Vacation Rentals By Owner [VRBO] Owner reneged on agreement and will not refund our money

Review #[protected] “Private 2 Br Waterfront Cottage With Deep Open Water Dock On Lemon Bay”

Owner reneged on agreement

★ ★ ★ ★ ★

My husband and I reserved the cottage back in July and were paid in full. When we heard about the hurricane hitting the area, we decided to cancel the day prior to arrival, and understood that we would need to go through the insurance claim process to obtain our refund. However, it turned out that the cottage was available later in September, so we contacted the owner, made the new reservation, and were looking forward to our stay. We had initially decided to stay for 7 nights, but I contacted the owner and let her know we would only be there for 6 nights. The next contact was from the owner telling me that since she had not heard from me she had cancelled our reservation and accepted another one. The period of time when she had not heard from me was about 60 hours over the Labor Day weekend. So she accepted another reservation, and will not refund our money, even though she had previously confirmed the reservation. When I checked her rental calendar on several websites, it shows that it is still available. I also emailed her though my husband's account, and she responded that the cottage was available.

However, she will not refund our money. VRBO was no help, so I am hoping that our credit card company can get our money back.

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3:09 pm EDT

Vacation Rentals By Owner [VRBO] failure to return refundable deposits and overages

Made a reservation for a house while my husband and I were in San DIego for a week to celebrate our silver anniversary and host a family reunion.
Found a house - price was good and so were the photos. Owner was very cooperative and forthcoming while we were making the reservations,. She knew and was okay with the fact that I wouldn't have firm numbers for how many would be staying at the house nor how many would be at the family reunion being held one day at the house until the week of the event.
Gave her an estimate early on - which had to be significantly reduced when many people were unable to afford the airfares to come to San DIego over Memorial weekend. House and stay were wonderful. Problem is that I have been trying for (3)+ months to get my refundable deposits back... totalling nearly $3, 000. VRBO/Homeaways they can't help, the owner is solely responsible and the owner refuses to respond to any Emails. I am assigned to a military base in Europe so can't afford to call the owner directly.
Desired result: refund my deposits/overages for $2748 —
Owner: Laura Christine
Address of rental: 1114 Skylark, San Diego, CA

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9:37 am EDT

Vacation Rentals By Owner [VRBO] my stay

Stayed in the resort of Ocean City, Md., who the owner was Randy Bosley. After our stay, Randy sends a text to my phone that the toilet paper holder was broken in one of the bathrooms.Well it was like that when we got there, so now we are out of the deposit because of this. I wrote a review on there website, then Randy Bosley saw this, and taxed me calling me names, and to keep it up(?). I informed VRBO of this owner's activities, and he just told me to take the text to the police. This guy Threatens me in a way, yet I know where his place is, very immature of him.Don't think I will use this company again, and definitely not Randy Bosley's place. He even called me names in the taxed, so juvenile .

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horsesX3
, US
Apr 05, 2018 10:42 am EDT
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I just stayed in a cabin with my granddaughters and the owners are trying to refuse our deposit. They sent me a text stating the cabin was filthy and the sheets were damaged! So not true... so not true. The cabin was left cleaner than when we arrived and the bedding wasn't damage in anyway. I feel they just are low on funds and wanted an excuse to keep my 100..
Kathy Weiss

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7:32 am EDT

Vacation Rentals By Owner [VRBO] will not stop previous owners ad

I purchased a condo. VRBO refuses to view my paperwork and stop advertising the previous owners ad. I cannot rent from the site as the calls are being reverted back to former owner who owns another unit in same building. This is going on since July 10. I am so sick of it.

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11:11 am EDT
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Vacation Rentals By Owner [VRBO] (unit#133921), unethical behavior b/c payment wasn't rec'd

Owner promised us he would rent his unit to our family, and then rented it to another party instead, without first notifying us. On May 20, I phoned the owner (Bill Thompson VRBO property # 1641319, Angels Rest Vacation Rental) and asked if we could receive a discount (or free night) on our already booked (through VRBO) upcoming stay in July. (FYI: VRBO had already processed our initial credit card deposit.) He said all he could offer was for us to cancel our reservation and we'd then get the credit card refund, and then rebook with him direct (not through VRBO). Therefore, we wouldn't have to pay that VRBO fee of approximately $138. He said that we should mail him a check and when he received it, he would confirm our booking. We immediately mailed the check (but it did not reach him fast enough, so he then booked "our" unit. He emailed us on May 27 to inform us our reservation was cancelled and immediately I phoned him to plead with him not to do this and reconsider, he informed me that the new tenants already rented it and for 2 more additional days. I told him I could give him a credit card again (and even pay the $138 fee rather than lose this reservation). He said he was sorry, but since he hadn't gotten our check yet he felt compelled to take the new reservation. I feel he owed us a courtesy phone call and the opportunity to say "since our check wasn't received, please let us wire you money, or take our credit card" — like you did initially — before you actually offered us the discount. If it meant us losing the reservation, we would have rather not receive the discount.

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9:17 am EDT

Vacation Rentals By Owner [VRBO] review process

I was a renter and when I posted a negative review on their site following my stay, and the owner of the property responded with lies, I was not able to respond to that. All I could do was file a complaint with VRBO, which I am sure goes nowhere. They consider a response to the owner's comments to be a "duplicate review ". So essentially they could care less about the renter's experience. I will NEVER book through them again !

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6:04 am EDT

Vacation Rentals By Owner [VRBO] rental

On 6/6/16 I booked a family vacation in Steamboat Springs for after Christmas. To make a long story short VRBO accepted my reservation and put a $1, 500 hold on my credit card. Later in the day the owner sent me an email saying sorry but it is booked. I knew this was nonsense and challenged the owner. They sent me another email admitting that after I reserved their unit and a hold was placed on my credit card they decided they wanted it for themselves. What bad business. There should be some type of consumer protection that when someone offers something they have some type of obligation once a hold is placed on a credit card.

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