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Vacation Rentals By Owner [VRBO]
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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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6:54 pm EST

Vacation Rentals By Owner [VRBO] payment not in displayed currency

Booked property 4747883 February 8, 2018 for 6 nights in Cape Town.

I booked this property on the Canadian web site for a displayed price of $315 Canadian. Once booked,.. I was charged $310 US.
When I went to the US web site just after booking, and put in the dates that I booked, it showed a price of $250 US and showed the property unavailable. Also, on the Canadian web site it showed a price of $315 Canadian (I have screen shots of both).
I submitted a complaint to VRBO #[protected] and talked to a representative several times. He said the screen shots are just an average price not reflecting the actual price, yet when I went to the web site to check prices of the dates before or after our booked dates, I got the same rates of $315. Canadian and $250. US. Now, after a few weeks, I check the web site again and the Canadian rates have changed to $392 per night.
VRBO said this a client issue and the client would have to lower their rate and unfortunately VRBO cannot do anything. They washed their hands of the issue. I contacted the homeowner and he was very helpful, but also doesn't understand why the difference in pricing. He said he didn't know what he could do.
The VRBO representative told me that I can cancel the property and book something else. This is totally unacceptable as I would loose the exchange rate difference in buying and selling.
I find this whole situation very frustrating and costing me way more than what was quoted on the web site. VRBO is not helping me at all. Very disappointing.

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8:47 pm EST
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Vacation Rentals By Owner [VRBO] vrbo.com #297082 rental

We are both seniors (69 and 71) and saw a rental unit at North Coast Village that looked very nice for a 3-month vacation Jan-Mar 2018.

I signed a 3-month agreement and paid was quoted $3950/month + $300 damage deposit. I paid $5235 which included $300 + 6 weeks rent.

Upon checking in we were surprised that there were many things wrong with the unit.

• The couch and loveseat were severely worn with no padding and we had to sit on pillows which didn't help much. I contacted the owner Michael and he said he could drop by a loveseat that was much smaller and wasn't a replacement of the couch and loveseat. The photo on his web site showed much newer furniture.
• We were concerned about the front door that appeared to have been broken into in the past and the lock was changed, and the hole left open.
• The washer / dryer was listed but we had to go up the walkway to coin operated machines.
• The place was filthy - blinds, tree, sink, recycle can looked like it had food stuck to it, garbage can top was broken, and appeared that it hadn't been cleaned thoroughly. My wife started coughing when we were in the unit and stopped when we left. Rust was on the heaters and one heater we had to use a knife to turn on. Toaster was dirty / greasy. It was very disgusting to see how dirt the unit was.
• I started cleaning the blinds, fireplace mantle and plant and was appalled at the dirt and grime that came off.
• Bed sheets were torn and the first week we changed the sheets the new one had a blood stain on it. We went out and bought a set of sheets and both agreed we needed to vacate this unit.

The next day called Michael and said we would be moving out February 1st. We would have moved earlier but couldn't find a 2-month rental till Feb 1st.

• We do have photo's backing up our claim.
• When we gave him notice he said that he would not be returning any money because we broke the lease.

I contacted him February 20, 2018 to see if he would be returning our deposit and 2 weeks rent and he did not respond.

We are asking for $1745 + $300 damage deposit = $2045 (2weeks paid in advance) + damage deposit).

[name removed]
[address removed]
Phone - [protected]
[protected]@gmail.com

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6:54 pm EST

Vacation Rentals By Owner [VRBO] vrbo not user friendly for the owner

Booking ID HA-3M0D5P·695856 A renter booked my villa on January 31, 2018 using a credit card. She completed the rental agreement and mailed it to me along with a $500 check to put towards the balance. I think more than 1 family is splitting the total rent. I called VRBO and was told they couldn't help me. No logical options were given and she insinuated that I was trying to go around the system. I asked to speak to a supervisor and waited 48 hours to get a return call from Joel. He had a bad attitude and keep reading from a script of all the ways the system is not set up to accommodate an accounting entry. And suggested I send the check back to her. What? And lose her as a renter? I asked to speak to his manager and again he read from a script saying he was the escalation process and his manager doesn't take phone calls. What kind of business doesn't take calls from their customers. But will take the service fees on each and every rental. I have paid the high service fees way too long.

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1:31 pm EST

Vacation Rentals By Owner [VRBO] vrbo 451-073

Date of VRBO rental 451073 was 11/13-11/27, 2017. Waikoloa colony villa #2101 I contacted you regarding a rental that was initiated through VRBO, but was not finalized through your website. I communicated with owner directly re price but was NOT aware that he booked me off your site. This amounts to fraud and taking advantage of elderly/senior. Using VRBO is my form of protection. The villa was in very bad condition... cracked tiles in kitchen, moldy unusable shower, dirty carpet, etc. The owner will not work with me regarding a partial refund for all our aggravation. I have pictures. I want to write a truthful review and would like your assistance. I have used VRBO Many times in past with no problems. I am asking you to help with resolution... should be monetary, but if not a poor review is certainly warranted. Thank you, Lynn Keiser
My e-mail is [protected]@aol.com

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5:54 am EST
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Vacation Rentals By Owner [VRBO] your website being used to scam people

I was scammed out of £830 via your website. I contacted yourselves straight after paying the scammer and was NOT advised correctly by your employee. I have claimed using the basic rental guarantee but you are only offering to pay me back £700 and not the full amount that we scammed from me. I am now officially complaining to yourselves to again give you the opportunity to use your discretion and decency to return all my money before I take further legal advise and also contact the media in regards to your employee not advising me correctly. If your employee had done so then payment could have been stopped and I would not be £830 out of pocket. I also supplied your company with a copy of payment receipts yet again your employee did not advise that payment had been made incorrectly (you didn't get paid your fee?). I was the one who in fact advised your company that this listing was fake yet I am now financially out of pocket! Here is case reference etc VRBO # 8375082 Case # [protected]. Have a look at ALL the evidence yourself. I have already spoken with a solicitor here in Scotland and have been advised I do have a strong case against your company. I will also have no hesitation in alerting the media and will also provide them with ALL the evidence to prove your employee failed me on more than one occasion.
I am awaiting your timely response to this official complaint.

[removed]

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10:15 pm EDT
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Vacation Rentals By Owner [VRBO] vacation home rental

I reserved a home in mid-August 2017 on VRBO.com for a week beginning on July 21, 2018, VRBO #487010, near Durango, CO. The VRBO website through which I reserved the home stated that the cancellation policy is 100% refund if cancelled by June 21, 2018 (i.e., one month before the beginning of the reservation).

VRBO (HOME*AWAY) charged my credit card three times totaling $4, 118.00 between August 15 and August 21, 2017.

I cancelled the reservation via the VRBO website on August 17, 2017, (about 10 months prior to the rental reservation date) and received confirmation via the VRBO website that I had cancelled the reservation.

I have received no refund of the three charges. Yesterday, I sent an email via the VRBO website to Tom Moody, the property owner, who responded with a request for my phone number so that he could call me today "to resolve this". I immediately responded with the phone number, but he did not call me. VRBO makes it impossible for renters to learn the phone numbers or email addresses of its owners.

I sent Tom Moody another email this evening advising that because he had had not called me today, I would immediately phone Visa and contest the three charges, which I promptly did. I then sent a confirmation email to Tom Moody via VRBO.com advising him that I had contested the three charges and that he should be hearing from Visa in the future so that he and Visa can "resolve this".

Tom Thweatt
[protected]
[protected]@gmail.com

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11:42 am EDT

Vacation Rentals By Owner [VRBO] price gouging during hurricane

I was trying to rent a guest home in Homestead, Florida for dates 9-23-17 through 10-23-17 at a rate of $80/night, this was the advertised price. My husband is an adjuster and was going there to work in order to try to process claims as rapidly as possible to get aid to the affected individuals that had lost property during Irma. My total was $80 per night x 30 nights = $2400, cleaning fee= $50.00, Tax= $318.50 and Service fee of $151.00 and a $300 refundable deposit. The dates I requested were available . I submitted all my credit card information and awaited approval from the owner. I received a message back stating he would rent the unit to me for $100/night, he stated they only offered the monthly discounted rate during "low" season and when reservations were made well in advance (however this was stated no where in the ad). Since we are now out of "low" season due to the circumstances (he is referring to the hurricane Irma), he has since removed that monthly rate from the "low" season fee schedule. Because we are in a "high demand" situation we are essentially back in "high season". Our weekly discounted high season rate is $900/week. We are offering it at $700/week. I've had 7-8 inquiries in the last 12 hours. We currently have guests in there now and they are going to let me know in a day or two in they will be extending their stay. So how do you advertise $80 per night and the dates I requested are available? This is false advertisement and price gouging during a time of crisis. I feel this company should be forced to uphold what was advertised and what I made reservations for. Website is https://www.vrbo.com/757201. I have a screen shot of the ad for $80 per night. Can you please advise me of my rights and what can be done about this.

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11:13 pm EDT

Vacation Rentals By Owner [VRBO] home rental

I rented a home - 1100 6th Ave. Broomfield, Colorado, on Feb. 13 for a first payment of $1, 306.00 and on June 20 I made the final payment $1, 375.00. This was for rental dates of July 26 - Aug. 2. Thus the pricing 7 nights 2, 100.00 cleaning 250.00 Service fee 131.00.. This equals $2, 481 plus $200.00 for Damage Deposit When we arrived to get the code to get in, we were told we were cancelled. I was shocked and said, "what? We didn't cancel?" She kept saying we were cancelled, we would be refunded and Good Luck. I said we wanted and had the right to stay there because we paid in full and did not cancel. We had ten more people arriving shortly and it was late in the afternoon and no place to stay the night. All of the area around was 97-99 % filled for homes and besides none would have beds for 12. When I first rented this property from the owner, it was a guy named, Marc. At some point Taia must have became the owner. She was now was charging over $125 more per night than Marc. So obviously she decided to rent it for more money... I find this not acceptable in any way. Did n't I have any rights?

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3:31 pm EDT

Vacation Rentals By Owner [VRBO] unfair review from owner

I get an email saying an owner has reviewed me as a renter. (Didn't know that feature was available). I left the property in top notch condition with one exception: the last thing I did before leaving was use the bathroom. Well the toilet obviously stopped up when I was already out the door. So she just destroys me in her review of me in every category. What to do?

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6:44 pm EDT

Vacation Rentals By Owner [VRBO] property rental at hilton head

I just rented a property today for $199 and when I went back to look at the property online the price had been lowered to $160. I feel like I have been duped. If I had waited a few hours I would have been able to rent the same property for $39 less per night for a week. The cost difference is $273. I called customer service requesting an adjustment. They told me they would email the owner. Since they are the ones who handled this transaction I feel they should be the ones to make the adjustment. I am waiting for a response. If I don't get an adjustment then not only will the owners and VRB/ Home Away get a bad review but I will never do business with your company again. This is not the first time I have rented through your company. This is poor customer practice to change the price within hours of reserving a property. My reservation # is HA-FLP5HW. The property number is 192607. I hope the owner or the company will extend this courtesy to me. Thank you for your prompt attention to this matter. Mrs Paula Gossett

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12:10 pm EDT
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Vacation Rentals By Owner [VRBO] our listing on their website

For the past 10 years we have had our property listed on VRBO same listing, same picture and same info.. Without any problems.. this year we were contact by VRBO that our listing was expiring. Did we want to use their online reservation service or continue to advertise and handle our own reservations. We chose the latter as we are in a remote area and need to have contact with guests.We received a bill for $549.00 but when we received our visa the charge was $756.17 . the VRBO /Homeaway did not mention the fees were in US Funds. However because we had success with this company in the past we decided to pay the amount and use the service Mistake!We found that VRBO/HOMEAWAY were reading our emails from our guests wanting to reserve accommodation, and censoring them!..now it is impossible to have any contact with this company.. any info that is sent to you is in a from letter, there is no telephone contact .
We then were told our listing had been cancelled as it did not meet their compliance? What compliance.. we had an agreement that we would be handling our own correspondence and that we would taking our own reservations!, After numerous form letters nothing was resolved we tried to change the original listing to one unit only to find that we were unable to edit the rates nor the calendar. Plus we could not find the listing anywhere in our area. Since VRBO has become part of the HomeAway organization and has turned into nothing more that a booking agency, , save your money and frustrations go with AIRBNB !

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Danalev
, US
Aug 27, 2017 12:09 pm EDT
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Most everyone on our lake will be pulling their listings. I privately own a 2.4 mil dollar home that I rent 7 times per summer to pay the taxes and upkeep at around $4000 per week. We are very picky to whom we rent and speak to them at length before committing. VRBO/Homeway now wants to hold our rental money we get in say, November, for a rental in July or Aug until after renter moves in. NOT going to happen. Spoke to someone there yesterday who could not tell me what kind of account my money was to be held in, whether interest bearing or not, insured and if so by who, etc. Only a [censor] would do this. Sounds like the makings of a class action law suit

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Danalev
, US
Aug 27, 2017 9:15 am EDT
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I will be canceling my home on VRBO. How dare them keep my money from my rentals on my home until after someone checks in. That is ridiculous. VRBO/Homeaway has given themselves the power to even give your renters their money back making all the decisions. Who keeps the interest on these said rentals? I worked hard to have a multi million dollar home paid for, Ill be damned if VRBO gets to hold MY money for My rental.

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A rip off
, US
Aug 27, 2017 10:52 am EDT
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Replying to comment of Danalev

WE have been on the VRBO web site for the past 10 years, never again! They are trying to copy Airbnb but not giving the service ! After 17 years in operation we will NOT be relisting next year and will be submitting a complaint to the BBB... talked to 3 other vacation rentals. all NOT relisting with Homeaway VRBO

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11:03 pm EDT

Vacation Rentals By Owner [VRBO] non-transparency of service fee calculation

When I reviewed rental accommodations on the vrbo website, there was no indication of the service fee that VRBO charges, which would add to the expense of any rental agreement. Knowing the service fee in advance would be helpful in deciding which accommodation is affordable. I had contacted the owner of the condo and committed to the reservation before I discovered the hefty service fee charge. It wasnt until I confirmed the booking on the VRBO website that I was informed of the extra cost. In addition, there was no indication as to HOW the VRBO service fee is calculated - And no indication that there would not be a partial refund of the service fee if the reservation was modified. The website indicated that the booking deposit was 100% refundable upon cancellation.

The website technology did not allow me to modify my reservation to change from a 14 day rental to an 8 day rental. The owners had to make the modification. When there is a modification to the booking, the computer system does not re-calculate the service fee.

When I reviewed the VRBO help center it indicates that service fee charges vary from 5% to 12%. Shouldn't travellers be advised in advance whether they are going to pay 5% or up to 12%? When I spoke with a VRBO supervisor I was told that the computer has a formula to determine the percentage charged. Employees, owners and travellers should be aware of the formula.

The computer system will allow me to cancel my reservation of 14 days and rebook for only 8 days - but I dont know if that will result in a higher percentage service fee being charged. Will I take the risk of cancelling and hope that I can rebook only to find that the percentage of the service fee increased and I am paying the same fee for an 8 day stay as for 14 days?

The service fee is supposed to protect renters in the event that a property is not legitimate. With the response I received from VRBO it does not reassure me that they would assist a traveller who finds that their rental agreement is breached.

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1:17 pm EDT

Vacation Rentals By Owner [VRBO] last minute cancellation

I reserved a small apartment in San Francisco for the Memorial Day holiday and for my husband's 60th birthday, May 29-31, 2017. This reservation was confirmed on March 6, 2017. I checked in with Pillow almost until the day we were to check in. I received the code to access the key that morning and saw no cancellation email. The key worked and we entered the apartment to find it a complete disaster. Trash on the floor, dishes in the sink. I called the owner and she was horrified that we were in her apartment. I told her the VRBO did not call to tell me she cancelled. I contacted VRBO and learned that they had EMAILED the cancellation 2 hours before check-in time. They did NOT CALL. I told them they should have called and kept calling. I told them if someone had been home when we entered and not expected us, we could have been hurt, or worse. I was sick to my stomach. It was a total nightmare. At the very least, for safety purposes, someone needs to be responsible for making calls and speaking directly to a customer when these "emergency cancellations" occur.

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10:37 am EDT

Vacation Rentals By Owner [VRBO] apartment rental

We have been ripped off two times by VRBO/ HomeAway while trying to rent an apartment in London. First, in June 2016 we rented an apartment through VRBO for July 2017. All the correspondence had the correct dates July 2017. In two days there were 11 emails exchanged regarding this property and all dates were correct. When they finally sent me the paypal invoice, embedded in this correspondence was the incorrect year, 2016.
I did not catch this right away but when I did I wrote to the rental agent he denied that the year I was reserving for was 2017 and responded to me with name calling and threats. I contacted VRBO and as a result he threated to sue us. VRBO was NOT helpful in this matter and we ended up forfeiting the payment which was over $3, 000.
Now, July 2017, we got an email from VRBO stating that we owed the rest of the rental charge for an apartment on dates we are not even going to be in London. The apartment agent wrote us back immediately that they do not work with HomeAway any more and to ignore the email.
This is all very upsetting.

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11:27 am EDT

Vacation Rentals By Owner [VRBO] my vacation rental does not show up in any searches

This company VRBO and Homeaway have a monopoly. I pay them an exorbitant rate and my listing is no where to be found on their website! The company used to be great and now it has totally gone down hill! I used to be so busy with this rental and thanks to Vrbo and Homeaway burying my listing despite tripling their fees. I never get any rentals and am looking into selling this property! Homeaway and VRBO are sleazy terrible customer service! The authorities should shut them down they are fleas

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A rip off
, US
Aug 27, 2017 11:07 am EDT
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Totally agree! they are a huge rip off! They want your money but are not willing to give any service.! have talked to 3 other operators, all have been on the VRBO web site in the past but will not be relisting next year! My next step is to contact the BBB and submit a complaint!

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8:22 am EDT

Vacation Rentals By Owner [VRBO] cancellation without explanation!

We did our reservation for a condominium in Rincon, PR – reservation ID HA-5BCKCP on 11/09/16 and paid the deposit.in April 2017, a few days prior to our arrival to PR from USA the owner send us a cancellation email without any explanations. After that, she stopped answering the phone or emails. We contacted VRBO for help, the only help they could offered was if we could find a similar unit at similar price — they were eager to help us with a new reservation, but no monetary assistance if the new unit was more expensive. After several phone calls, we could not find a unit that was similar in price in the same area. At that point, VRBO offered to help with the price difference, but the VRBO representative was not sure what the cap was for that difference. That difference amount was something to be revealed by another VRBO team after us paying in full the new reservation. To be honest, we did not like the sound of that. Therefore, we ran out of time to be dealing with VRBO, so upon arrival we had to choose a local hotel for our stay. VRBO never contacted the owner to demand an explanation or help by revealing how much money were they willing to help in order to for us to get a new rental in the same area.in fact, not only do we feel that the owner owes us an explanation, but also owes us our travel expenses to PR. As for VRBO, they cannot help if you are stuck in this predicament and the owners could care less.

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12:15 pm EDT

Vacation Rentals By Owner [VRBO] customer service / payment transactions

I am very displeased at Home Away at this time, I have followed all policies and rules only to miss a $3000 booking due to an error in your service. I had a booking from Nancy. She paid with a credit card through Home Away. I received an email stating that this was a high risk charge due to "charge backs" and that I should not allow her to stay at my property unless she provided me some other form of payment. I was also notified by your representative NOT to tell Nancy that they were not going to process the payment because of the charge back and that I should make up another reason for needing another form of payment. I requested another form of payment and when she asked why I told her her card was going to be declined and that maybe she could provide the site with another card. She was upset over the whole ordeal and stated that she had made other arrangements and would not be staying in my home. Nancy further advised that she had not used that particular card in a couple years and that there was no history of charge backs ever. Nancy contacted me by phone and inquired as to why I have the funds for the rental where she is currently not staying, I advised Nancy that I was told that the card was declined and that the payment would not be processed. Nancy advised that she was told by Home Away that I would need to refund the money.

What kind of show are you guys running here. If there is a high risk transaction. WHY WOULD THE PAYMENT BE PROCESSED IN THE FIRST PLACE? Why do I have to be caught in the middle of something that Home Away is getting paid for? Home Away is supposed to provide not only the website and promotion of my property, but also be the customer service and money handler for all transactions. Now I have lost $3000 in bookings and potential for other bookings. My faith in your services is on shaky ground. Why was this transaction not handled by Home Away directly calling the potential guest and advising them that they maybe should contact there credit card company to resolve an issue before payment can be processed. If Home Away is going to take a fee for services, then please provide services worthy of the fee.

customer service was of no help and could not provide solutions to prevent this happening in the future.

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8:34 am EDT

Vacation Rentals By Owner [VRBO] bad experience with vrbo

I was planning a vacation and decided to try VRBO service.
I booked my vacation and paid for everything in advance. They took my money and later I received a notification. I thought that there was nothing to worry about but then I decided to read what people said about VRBO. I know I should have done that earlier.
Anyway, I wasn't happy when I saw all the bad reviews and there were tons of them. I contacted VRBO and asked them to cancel my reservation and they did that pretty fast, I even received a notification. But days passed and I did not receive my money.
Last time when I contacted them they gave me nothing but empty promises. Don't use VRBO, they are cheaters!

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8:10 pm EDT
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Vacation Rentals By Owner [VRBO] chargeback and false reviews

For years I used VRBO to rent my vacation home. I never had any problems whatsoever. Then HOMEAWAY bought the company and it has been problem after problem.
I have a NO REFUND deposit policy although we are happy to reschedule for another time.
I had a traveler book for a week and paid deposit. Two weeks later a "CHARGEBACK" showed up on my checking account record. HOMEAWAY had debited by checking account for the deposit. No communication, no notice whatsoever. I have spent countless hours with this matter. I find this act to be lawfully questionable.
I had a traveler that rented directly from me, the owner. They trashed my house and we had a dispute. The traveler sent a totally fake/false review to VRBO, although the traveler was NOT a VRBO guest. This means that I could obviously sent in negative comments to ALL OF MY COMPETITORS if I so choose. What sense does this make?
These people are HORRIBLE. OWNERS, stay away from HOMEAWAY/VRBO.

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4:42 am EDT

Vacation Rentals By Owner [VRBO] we booked a property with vrbo

We booked a property with VRBO and our reservation was cancelled. We paid the full price and two days later received a notification stating that booking was cancelled and refund will be processed.
We contacted VRBO and they said that property owner told them to do that. Their English was very poor and it was difficult to communicate.
Anyway, we asked about our money and they said that refund was already processed and that usually it takes several days to transfer money.
One week passed and there was no money and VRBO stopped replying! Then we opened a dispute with PayPal. Beware!

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