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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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7:46 pm EST
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Vacation Rentals By Owner [VRBO] Refund policy for rental: emergency medical circumstance

I booked a Vrbo for 2/19 -2/23

My husband had to have emergency colon surgery on 1/31 so I had to cancel our Vrbo

Understand I am past the “normal” cancellation policy parameters since I’m only 2/ 1/2 weeks out from stay

In the case of emergency medical there should be some refund of a portion of the booking

My host has not replied to my inquiry of a refund

My email: [protected]@gmail.com

Booked studio in Siesta Key from 2/19-2/23

Host: Daniel Jones

Property 9703800

Please reply how I can proceed to get a refund. I can supply medical information from hospital/doctor

Desired outcome: Refund of approx $1,700 rental fees

Confidential Information Hidden: This section contains confidential information visible to verified Vacation Rentals By Owner [VRBO] representatives only. If you are affiliated with Vacation Rentals By Owner [VRBO], please claim your business to access these details.

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Vacation Rentals By Owner [VRBO] - Unsafe vacation rental

2416 S Wallen Dr, Palm Beach Gardens, FL, owned by Angela Anthony. This property has an incorrectly installed range/oven. Ms. Anthony swears it's right and it works. I am a retired kitchen and bath designer. I know that, if it's installed correctly, everything works. I also know that if the circuit is not isolated and has improper amperage, the oven won't...

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1:42 pm EST
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Vacation Rentals By Owner [VRBO] Rental scam

I booked a vacation rental through vrbo.com for 7 nights. When check in time came the host said the listing has been deactivated and will not cancel the reservation so a refund will not be distributed. I am now stranded. The rebooking team has not responded and all representatives have not been helpful after more than 5 hours of call time. No supervisor is available and most calls are ended by the representative, they simply hang up on me.

Claimed loss: $553 +

Desired outcome: refund

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4:43 pm EST
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Vacation Rentals By Owner [VRBO] - Issue with property being doubled booked and not receiving refund!

We made reservations through VRBO and paid in full for Wednesday November 22 and Thursday the 23rd. When we were close to arriving at the property we texted, via instructions on property website. We did not hear back after waiting 45 minutes so we contacted VRBO. They provided another number but still did not hear back, so VRBO finally made contact. When we...

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Vacation Rentals By Owner [VRBO] Unable to access property

I booked a VRBO property and paid in full. When I arrived in Baja Mexico after a very long day of travel I was unable to access the property. The entry code provided did not work. Multiple phone calls and contact to the host provuded through VRBO went unanswered. A neighbor to the property who had previously stayed in this VRBO property was able to contact the owner through a different phone number than the one on the VRBO app (which I had left several unanswered messages with) So the owner and I then communicated through What's App. She apologized but thsts it. VRBO refused to offer any assistance to me as a stranded single traveler in a foreign country. Unbelievably bad service!

Claimed loss: $367 + $500

Desired outcome: $867 refund

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1:34 pm EDT
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Vacation Rentals By Owner [VRBO] - Apartment smelled of cleaning products and vomit, not as described

Reservation HA-611ZRL We arrived at the apartment on October 20. My wife, another guest, and I had been sick since that morning. We dropped my wife off to wait, while the other 4 adults in our group took an hour to drop the rental cars off. When we returned, we all smelled that the apartment had a pungent smell of cleaning fluid and what we thought wa...

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Vacation Rentals By Owner [VRBO] - VRBO rental

This letter I wrote to the CEO of VRBO states almost everything: September 11, 2023 VRBO CEO Brian Sharpels 1011 West 5th Street, Ste. 300 Austin, TX 78703 Mr. Sharpels, I rented a small apartment in Medellín, Colombia from VRBO through your premier host, Barry Brachfeld. He promised to help me arrange airport transportation. That's when he called me...

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10:07 am EDT
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Vacation Rentals By Owner [VRBO] - Possible fraudulent property & slow reaction from vrbo leaving us out of pocket

Host failed to give accurate location of property on site Despite repeated requests for full address Host never gave full address, but said it was Reduit Beach repeatedly. Even when asked for full address for Immigration forms was only given Soleil Apartment, Reduit beach. Then told it was in front of Rebus Gas Station. There is only a main road in front...

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Vacation Rentals By Owner [VRBO] Customer service/tech

There is a glitch with the cancellation button. I’m unable to cancel a booking and the other party is unable to cancel. It’s been 3 days of calling only to hear from several people it’s been escalated. Vrbo is usually a pleasure to deal with. They usually get issues quickly taken care of and it’s a breeze. Im not sure what is going on now but it is not the norm for it to take this long

Desired outcome: I’d like for the cancellation button to work

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Vacation Rentals By Owner [VRBO] - Image.png

Subject: VRBO WORST VACATION EXPERIENCE EVER Jeff and Brian, I apologize for this having to reach your level but unfortunately no one in your company can help me. I’ve been getting the run around since Saturday and have spent over 4 hours on the phone with your team. Here’s what happened Image.png Get Outlook for iOS I booked this property on your...

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7:56 pm EDT
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Vacation Rentals By Owner [VRBO] My rating is incorrect an after repeated attempts to get this resolved and repeated promises it would be corrected. My rating in fact was lowered.

I have been contacting VRBO for over one year trying to get some issues resolved and have been given case# after case# with no action. Most currently the metrics on my account are incorrectly showing 80% acceptance rate I HAVE NEVER DECLINED A RESERVATION in 5 YEARS, no not responded. This is the note I received from VRBO 7/13/2023

Thursday, July 13, 2023 at 06:45:22 AM PDT, Vrbo Support wrote:

Hello PATRICIA,

I'm sorry for the wait to get to your case regarding your metrics not appearing correctly. I will be submitting a waiver form to try and correct the issue you are experiencing. Thank you so much for your patience thus far. I have approved and submitted this request. Waivers to correct metrics are usually processed near the end of the month and you should see this refected within your account by then.

Once again thank you so much for your patience, and I wish you a wonderful day.

Regards,

Michael

Vrbo.com Support Team

Vrbo help

|~|00X0y000001xNChEAM|~|

LAST WEEK I TALKED TO A GENTLEMAN "not sure of his name" REGARDING THIS PROBLEM. It was a particularly annoying conversation, he barely spoke English, and the background noise was so loud I complained about it at least 3 times during the conversation. When I explained my problem he just kept telling me the Metrics were the Metrics and could not be changed. I kept telling him I had the letter from VRBO promising they would be corrected

Today someone called me from VRBO asking to change my rates, and that was the last straw...

I spoke with Abdul today who was most helpful and sincere, and said I have no NON-ACCEPTANCE or DECLINATIONS, and he would get it resolved. Tis has been going on since 3/2022.

Desired outcome: PREMIER BE CHANGED TO 100% ACCEPTANCE AND MY PROFILE SOWS I AM A PREMIER HOST.

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9:49 am EDT

Vacation Rentals By Owner [VRBO] Getting my condo online

My condo has been offline for 3 WEEKS - right at the end of busy season. I had just renewed my contract in May and have called numerous times. They have no idea why and it has been referred to technical. I now have 3 unsolved cases with NO call back from a supervisor. They are supposed to call back in 24 hours. Then I get an email stating they have attempted to contact me several times. LIES! I am so ticked right now and can't get anyone even in the U.S. to speak with me. The last Support person actually had a rooster crowing right next to them. WTH? I expect this issue resolved today and at least a partial refund on my fee since this was the last of busy season. I am so disgusted with VRBO right now.

Desired outcome: Property back online immediately and at least a partial refund of annual fee.

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2:05 pm EDT
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Vacation Rentals By Owner [VRBO] Non-responsive host who turns aggressive

August 6, 2023. Property #3504143 in Petoskey Michigan. My wife sent a message with a question to the Host Michael on August 4th. Received no response. We still decided on August 5th to book the property for 4 nights. Sent a request to book, waited 24hrs with no Host response. VRBO then cancelled the booking. Later that day, Aug 6th I sent a message to the Host: (Michael, why not have the courtesy to respond either way within the 24hrs? It doesn’t make for good reviews).

Michael responded, his words exactly as written:

Two things you should know make it three. One a host does not have to respond. Tow you can’t write a review if you don’t have a confirmed booking and the fact that you haven’t stayed and left the listing won’t give you a review to write. And three we’ve already message VRBO to let them know the home was not available at that time frame.

I responded by telling him his attitude is not one of a good host. It only takes 30 seconds to deny a request. The complete email is available upon request. He responded by being more belligerent, aggressive, and resorted to name calling.

Vacation renter beware, would highly recommend avoiding this property. The Host must have anger issues, no people skills and intolerant towards any negative comments. In fact, I suspect the positive reviews on the property may have been submitted by the host.

Desired outcome: The property should not be listed on VRBO.

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1:45 am EDT
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Vacation Rentals By Owner [VRBO] Refund

Booked for July14-22, 2023. Owner Rios asked we notify him when our plane took off & landed. Rios apparently knew there was a problem b/4 we left but didn't tell us. We did as requested & asked for an early checkin. Although our reservation was for 3pm, Rios said it would be ready at 4pm. Then b/c of an "emergency" he was putting us in a "wonderful" place for the 1st night. The place had bugs crawling in the bed. Towels hid two ripped up leather chairs. Stove & fridge looked like a 1960's dorm room. We took pictures & video. Counted 9 live bugs that crawled on us. Washed the bedding so we could sleep. It was a cheap room in need of repair with cheap decor. Rios said he rented “bug” room from Booking.com & tried to make it our problem. Rios took no responsibility for: 1) breaching our rental agreement; 2) not telling us the truth so we could make our own decision about the 1st night; 3) or the fact that he picked it. Rios then lied about the condo being ready at 11am the next day. It was almost 1pm. The condo is pretty. The view and a/c great. The cabinetry cheap. No dishwasher. Beach & pool access limited to 9am.-6p.m. Otherwise locked. Beware riptides. Elevator gets stuck. Parking FAR away & space very small beside a cement wall. 2 days later condo water was off. Couldn’t flush toilet, bathe, wash dishes, drink. We said we were leaving on the 19th. Rios texted us he would immediately refund. Many complaints to Vrbo later Rios has ghosted us with no refund. A "real prince".

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10:40 pm EDT

Vacation Rentals By Owner [VRBO] Still haven’t received my refund after host(Sara) cancelled on me the day of my check in

July 7 2023 we were supposed to check in to property id number 3162974 at 4pm but around 12 pm we called to get instructions for check in and our host Sara canceled the exact day of check in saying she was out of town and she was going to cancel and send us a refund but no refund has been sent. I reached out to Vrbo who gave me 3 different phone numbers to try and reach Sara by but none of the numbers work they are disconnected. All I want is my money back before taking the next steps of a filing a lawsuit because at this point this is ridiculous.

Desired outcome: I would like my refund and my money reimbursed for the hotel I had to pay for because of the situation.

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Vacation Rentals By Owner [VRBO] Rental deposit

Property ID

328364

Reservation ID

HA-37XTSG

Case #[protected]

July 1 to 7, 2023 Rental

Owner refused full refund of $1000 charging $125 for driftwood art that fell off the living room wall near the windows. Th art and I quote the owner, "had sentimental value" meaning it had absolutely ZERO value.

At no time did any guest break this piece of driftwood during our stay.

All guest left the home on July 5, 2023 except for myself and my wife who left at 9:30 to 9:45 AM on July 7. We walked the entire interior and not a single item was broken and we certainly did not leave a piece of driftwood sculpture on the floor in the main living room area where we needed to exit the main door to our car.

The damage would have had to occurred after we left the home. Windows were left open in the living room area.

We want a full refund and this is non-negotiable.

Daniel Finnerty

[protected]@yahoo.com

Desired outcome: Full deposit refund

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8:49 pm EDT
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Vacation Rentals By Owner [VRBO] Vrbo has stolen my time and money and reputation

I am a newer host. It has been nearly a month since I’ve been hosting. I have out a considerable amount of time and effort into preparing the home for this. I have taken time off work and had to make several travel arrangements to be away as this is our main home. VRBO customer service is horrid. The site is just as bad. The app does as it wants and is constantly crashing. Saving nothing. So it seems. I have books thousands of dollars and have yet to see one thin dime. I have hosted several families and pro golfers and others. VRBO keeps all the money. They must keep it in escrow and make money off their customers. They take their fee no matter what. Yet the host seems to be last. I have yet to receive one dime in payment. I am considering getting a lawyer as the cleaning fees and prep and time on the phone with them has reached its limit. I wait for hours and now over a month to get any resolution. It’s just another Expedia money pit trap. They are seemingly crooked and makes millions a day off the backs of home owners and investors.

Desired outcome: I want paid and also for my time and effort tat I have out in trying to get any resolution. From online help to transcripts to calls on hold for hours to being disconnected. It’s time I get mine.

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3:13 pm EDT
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Vacation Rentals By Owner [VRBO] I am a host and they owe me over $5,600.

I have several vacation rentals that get deposited into different accounts. I have one house linked to an account and they keep saying the W9 is filled out wrong. I have done this over and over. This has been going on for over a year. Every time I call they say the issue will be fixed within 72 hours. One year and $5,600. that they owe me. I have spoken with several agents and the legal department. They promise to call me back. I have never received one call back. They are holding my money and this is illegal and fraudulent. I need some assistance.

Desired outcome: I would like my payout of $5,600.00

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Vacation Rentals By Owner [VRBO] Last minute surprise charges. Failed to return deposit.

Re: VRBO Property # 2861541 and Reservation ID: HA-6SSG54

I’m writing for several reasons but primarily to request your help in facilitating a refund.

Secondarily, I’m providing VRBO with details of an unpleasant, challenging (and potentially code-violating) guest environment.

****Background

The journey my sister and I took from NY state to AZ was long and difficult and, sadly, for the purpose of thoughtful placement of two beloved relatives into assisted memory care.

On February 4th I rented the property through VRBO for four nights, March 13 to March 17, this property was selected for its “Uber Relaxing and Quiet” features as described in the listing. On March 10th I received a rental verification and an email entitled "Here are the keys to your Sun

City West, Arizona, United States of America trip!" The email contained this exact language for check-in instructions:

Check-in instructions

Checkin is typically after 4pm, but before 6pm however it depends on the previous Guests Checkout time, and the Cleaners schedule thereafter. (The Host will let you know, and send You a Welcome Letter/Door Codes to help you smoothly Checkin and get orientated to home)

A few days before arrival I asked if we could get into the property early and was told we couldn't because the cleaners needed to finish. So upon arriving in Arizona, we went directly to my relative’s home and waited for notification from the Host as instructed above. At 6:05 PM local time, I reached out again to gain access to the property I’d paid for. I was told that check-in was

between 4PM and 6PM and their office was closed… I’d unknowingly missed the narrow window, but they would “try to help.” I was then quizzed about whether my reservation information was correct.

Wait, what? The reservation I’d paid for? The one you have all the information about?

The Host, Ryan, made a point to let me know he was going out of his way to help me and told me to re-read the house rental agreement for rules about check-in time. I checked but didn’t find anything regarding his claim about a 4PM to 6PM “rule.”

Adding insult to injury: even though I had booked a two bedroom

property that is advertised on VRBO to sleep 10,

I booked it for two adult guests and indicated so on the

reservation form. Yet in a last minute text message

directly from the host, an “Additional Guests”

fee of $108.00 was added to my booking charges on the

day of check in.

Wait, what? My sister wasn’t the 11th guest, she was the

second (and only).

In the same day-of-arrival text message, I was supposed to

go back online to pay more fees. I was charged a deposit

of $250.00 for Cleaning and deposit of $175.00 for

Maintenance. The text message says I can

qualify for a 100% refund on ALL deposits.

NOTE: No instruction on paying these fees was included

in the communication. Buried in the 4-page document

called TDBG Rules, which was discreetly

attached to the bottom of the Feb 4th email, appeared a single sentence that indicates:

“As Policy we cannot advise/discriminate how Guests send Deposits but they’re Non-Refundable if sent via VRBO.”

At this late and exhausted point in the travel day, my sister and I had been traveling for about 19 hours and we simply wanted to get settled and rested for the long days ahead with our elderly relatives. So using the VRBO app, I paid the inappropriate “Additional Guest” fees. We finally

received the instructions to get in the property (BTW there was no “door code” as the email subject line suggested, the key was simply under the flower pot!).

Once inside, we discovered a property completely unattended. The beds had been slept in, dirty sheets still on the beds. Used towels on the bathroom floor, and a full kitchen garbage can stinking-up the house. I immediately texted the Host, and he simply told me there were clean

linens in the closet and I could make the bed myself.

Wait, what? This isn’t my ex-brother-in-law’s seedy bachelor pad, I’m a paying guest here!

Well, even if that were an acceptable way to host, there was one set of linens in the closet… and two dirty beds in the house.

The stress was simply more than we could bear. My sister and I were completely unsatisfied by the unsanitary condition of the house and the unsettling response by the Host and decided to find a hotel room where we could actually rest for the night.

The next morning I sent messages to the Host via VRBO as well as a text message, trying to get the matter resolved. The Host did not contact me, so I called the VRBO complaint line and did the only thing I could do, I filed a complaint. The Host and his assistant, Kai, finally replied

stating that I was at fault for all their problems. The VRBO rep was helpful in getting my sister and I into the property for the remainder of the week and I’m truly grateful for the assist.

If only the week had smoothed out at that point. On day #2 of our stay, my sister encountered a woman at our door attempting to enter, indicating that she’d rented this place. Ugh, seriously?!

****Key Complaints

1. The VRBO page for Property # 2861541, shows check-in time from 4:00 PM to 6:00 PM. The Host indicated there was a requirement to notify them (notify them of what I’m not sure, the place was paid for via the platform) by 12:00 PM, but this is not on the main page, it is found by clicking into the Host’s Profile [by the time you read this that may have been changed by the host]. Not only is this unreasonably hidden from view, but if

the place is paid for, why does a guest need to notify a host that they’re still coming?

Further, upon receiving the reservation confirmation the Check-in instructions as highlighted above that state …The Host will let you know…. I waited for the Host to let me know. When I reached out at 6:05 PM, I was treated like I was the problem rather than a paying guest.

2. Before being allowed access to the property, I was required to pay an additional $108.00 “Additional Guest” fee and $425.00 in Cleaning & Maintenance deposits. In a property that sleeps 10, how is

guest #2 an “additional” guest? I was improperly charged this fee and related taxes.

3. Upon arrival at the property, the house had not been cleaned. Completely unacceptable!

Since the property had not been cleaned and sanitized, I was forced to seek a room elsewhere. I am requesting a refund of the 1st night’s rent at $127.00 plus taxes and fees.

I have been refused this because the Host claims I did not follow the instructions [which were hidden within the Host’s Profile], as described in item 1.

4. The Host provided “rules” for the house which state that the person renting has to leave the property cleaner than before arrival, including washing the sheets and making the beds; I presume the previous tenant lost their deposit, however it became my problem when the Host failed to attend to his property or designate someone to do so. Before I checked out I cleaned the house and made the beds, cleaned the towels and returned them

to the linen closet. I also vacuumed and took out the garbage. This was clearly better than when I arrived.

Return of the Cleaning and Maintenance deposits was requested on March 23rd.

According to this text message to me, the Host is evidently holding out for a positive review from me”

“As per House Rental Agreement / Rules

outline, Refunds are always based on the

Cleaners Log, issued to us after the

review process - typically 15 days

following Guest Checkout - expires.

We encourage You check back closer to

then.”

Then adds in the same text message:

“(Alternatively don’t hesitate to write a

positive Review before the process

expires (not obligated / 100% voluntary),

to help expedite automatic process:

simply let us know, we can ask Cleaners

if they’ll also help expedite Log)”

The text message wraps up with a

message encapsulated with asterisks:

*We don’t set review process expiration

timeframe, platform does*.

Clearly, this indicates that the Host is holding my

money until he exhausts his time-frame for

getting a positive review out of a guest. If given

the opportunity when the dust settles, I will write

a factual review of my stay. As of this writing the Host has not refunded my $425.00 cleaning/maintenance deposit.

Further, he states on page 2 of the attached TDBG Rules document that the refund of my $425.00 is not automatic AND will not be provided unless the guest asks for it back:

“Guest is responsible to followup after Review process expires, for any

Deposit(s), Refund(s).”

******Going Forward

I require an immediate refund as follows:

$425.00 Cleaning and Maintenance deposits

$108.00 “Additional Guest” Fee charged on day of check-in

$127.00 (plus tax and fees) 1st night’s rent

$660.00 (plus tax and fees) total refund

The Host is holding up the release of the money for a positive review from me. I firmly believe that if I were to post a negative review, I would get none of it back. Clearly this is extortion by the Host and I’m confident that VRBO probably has an extortion policy. Ironically, in his TDBG

Rules, guests are warned about extorting the Host for refunds or positive reviews The rented property was a decent-looking place, although there were no smoke detectors or carbon monoxide detectors, which I assume is required by code, this made my sister and I feel very unsafe. There are 3 units in the property and the community seems quite tight-knit with

lovely neighbors. Neighbors shared with my sister and I that the house shouldn’t be rented since it’s a violation of the community’s HOA rules; perhaps VRBO has already received a “Stay Neighborly” complaint about this.

This is my first experience with the VRBO platform for booking and I’d like for it to not be my final VRBO experience. I have been a guest in many places (others had made the bookings) but

never have I seen accommodations so inappropriate and with so many problems in booking,

check-in and the property conditions such as this one. Though I don’t consider this a VRBO

issue and I’m grateful for the assistance we were met with when the problems were encountered,

I am shocked that any platform would continue to have this Host in its inventory and hope that

this correspondence serves to inform changes to your protocols or your system of checks and balances.

Friends and colleagues who use VRBO and other platforms on a regular basis, and one who is

both a host and a traveler, have shared a lot with me, these points among them:

1. Check-in information should not be hidden under the Host’s profile; most report that they

never look at the Host’s profile because they truly don’t have an interest.

2. The Host’s rules/requirements must be made available prior to check-in (preferably prior to booking).

3. Without exception, each one says they would not book the property if they knew in advance that they were required to do the housekeeper’s job or risk losing hundreds of dollars for not doing so. (For example, if a traveler had an early morning flight, he/she would have to spend have to spend pre-dawn hours waiting for the laundry to finish before heading to the airport… otherwise, they are sure to lose their Cleaning Deposit.)

On site during our trip, speaking with other guests in the other two units at this property, we learned that they were not at all happy with their accommodations or with the Host. I suspect this Host doesn’t experience repeat guests and has no negative reviews on his property page

because he unreasonably holds up the Cleaning/Maintenance Deposit refund and departing guests are worried about losing their money.

I would be happy to provide you with additional visual information, I have saved the text message conversations and have photos and video of before and after my arrival.

I eagerly await your response to this information and my immediate refund of $660.00 (plus

taxes and fees). Thank you, in advance, for your prompt attention to this matter.

Regards,

T Connor

Desired outcome: immediate refund of $660.00 (plustaxes and fees).

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11:26 am EDT
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Vacation Rentals By Owner [VRBO] Apartment in Montreal, advertised on VRBO, nothing like photos and description.

Property #2887454.
Reservation ID HA-OvK1iAw
April 26 2023- May 19 2023
14 nights
2 guests
Host Taner

After booking, paying in full, arriving to a dirty, smelly, cold apartment, nothing as described. We sat on the settee and tried, unsuccessfully, to contact the host. Contacted VRBO, who asked us to send photos. We did.

Then asked us to send a video. We did.

Finally, as it was late and we could not sleep there, we found an hotel and moved.

Numerous emails and phone calls led us nowhere and we were eventually offered one third of our money back! We had paid well over $2000!

Needless to say, we are extremely annoyed and upset, to say the least! A special holiday, ruined!

To add insult to injury, this morning, we woke up to read an email from VRBO, saying that, someone we’ve never heard of, has given. Feedback about us, on your site, giving us 1, on cleanliness, communication and, as guests!

NOW, we are beyond upset and annoyed.

We are mid 70’s, have stayed in rental properties all over the world and had nothing but praise and kind remarks from property owners.

We need to contact someone high up in your organization, on this very serious matter. We eagerly await your comments and for contact details of who we approach.

Meanwhile, we need someone in your organization, of importance to read this message.

Robert and Barbara Roberts

Desired outcome: A full refund and apology and the feedback removed.

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Vacation Rentals By Owner [VRBO] contacts

Phone number

+1 (877) 202-4291

Website

www.vrbo.com

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