VRBO review: vrbo rented us an occupied home, promised reimbursement, then refused to pay

On April 16, 2026, I booked a home in Albuquerque on Vrbo for the Balloon Fiesta, October 1–5, 2026. Vrbo hosts knew our group was five women, ages 50 to 70. They charged my full payment of $2,774.55 that day and sent reminders right up to the trip.

When we arrived on October 1, a family was living in the home.

I called Vrbo immediately. The representative told me I would be refunded and that Vrbo would pay the difference for replacement lodging, as long as we booked through Hotels.com, Booking.com, or directly with a hotel. We did exactly that and paid $3,625.84 for last-minute lodging during the busiest week of the year. That same day, Vrbo's Resolution Team emailed asking for my receipts so they could reimburse me. I sent them twice.

Now Vrbo has gone back on its word and denies any responsibility. They say the call was recorded, though I was never told, and they refuse to give me the recording.

Vrbo held my money for nearly six months, rented us a home that wasn't available, and left five women scrambling for a safe place to stay. Then they broke the promise their own representative made.

Details of emails upon request.