Where is Vrbo Corporate office Headquarters

Vrbo Headquarters Address and Contact

Vrbo Headquarters Location & Directions

Vrbo Headquarters Executive Team



Brian H. Sharples

Co-Founder, Chairman and Chief Executive Officer

Carl Gordon Shepherd

Co-Founder, Chief Strategy & Development Officer and Director

Melissa Fruge

Senior Vice President and General Counsel

Jon Gray

Chief Revenue Officer

Jeff Hurst

Chief Strategy Officer

About Vrbo, History and Headquarters Information

            VRBO is Vacation Rentals by Owner. VRBO.com is a vacation rental website. It provides vacation rental properties listing on the internet. The homeowners can advertise on the site about their vacation properties throughout the world.

On the owners side, it offers services to buy and sell vacation homes. They provide all the tools required to manage the listings on their web page. Also, they introduce their customers to online communities. This helps to find the renters easily.

On the renters side, they provide travel insurance. The details of the renters and the buyers are secured.

            It was founded in 1995 in Austin, Texas. Later the company was acquired by Homeaway in 2006. It is a subsidiary of Homeaway.  Homeaway has over 2 million vacation rental places. It operates through 50 websites in 23 languages. They offer villas, farmhouses, castles, and every type of property.

            The company often faces lawsuits over the complying of local lodging regulations.

Vrbo Headquarters Photos

  • Glenda Terry says:

    VRBO is not collecting my taxes correctly this past year. I have had no success on the phone or chat lines to get this situation corrected. I am thus behind in paying taxes this year. It is for Hochatown, Oklahoma, the Lodging Tax of 4%. VRBO collects all my other taxes BUT they refuse to collect this one. I need this situation corrected immediately

  • Robert Schein says:

    My problems have been with a company called Houzlet which shows properties on the VRBO website. They cancelled 2 places on us ruining our entire winter vacation. VRBO customer service has been great in getting Houzlet to reimburse us. My question is – has Houzlet infiltrated VRBO’s website? They seem to be a scam and are ruining VRBO’s reputation. We’ve been very happy up until now. Please do something.

  • Angela - Blackditch says:

    I have had 2 reservations – clients have checked in and left. It is now 1 month later since payment was due from VRBO and I cannot get paid despite numerous conversations with their call centre which is apparently located in the Philippines. Each time they say it has been escalated-there have been at least 10 conversations – but nothing happens it is really shocking stuff! Nobody seems to care – no accountability.

  • Mary Ann Smith says:

    BEWARE! No sense of Urgency for Fraud! Houzlet has illegally listed my property on VRBO and is illegally identifying themselves as “The Property Manager.” I only use a local real estate agent for all leases. VRBO is not doing anything about delisting my property and I cannot even escalate this to a higher up person. All the Houzlet reviews indicate Houzlet takes peoples’ money, whether or not the property is available. I have a case number and each time I call to ask for a VRBO supervisor I am put on an endless hold and told “the supervisor will tell you the same thing as me. It has been escalated”. There is NO sense of urgency to correct fraud. It is very disappointing.

  • Spencer davis says:


  • Spencer davis says:

    What happened to all the other trips log in is that because Expedia took over and drop everybody past or is involve how much money you spend. Well the website is very disappointing it takes you nowhere .
    What is a premier host because someone with 7 reviews should not be a premier host or did he pay for the rating. Also the home owner he lives directly below the vacation home how private is that.and never tells you in the description that he has a dog on property. VRBO HE NEVR mentions that in the top of ad.

  • Dianne Thornton says:

    What is a toll free number that i can contact your head office

  • Joyce Pittman says:

    I have been renting my home on this site and everything has been terrible. First I went through so much talking with a representative just to get the home placed on the site. Then they have two listings for one home and I have called multiple times for that. Now they have guests in my home that Vrbo did not send refund for. Last week I received a refund and now this week no refund. I have called multiple times requesting corporate number and the customer support refuses to give out info but also refuse to resolve the problem. The company is robbing hosts and very unprofessional. I would like my return and a extra fee for all the headache this has caused.

  • Alice Malice says:

    Vrbo SUCKS!!!!!!!!!! They took my $436.59 and didn’t give me the access code for the rental until after 11 pm on the day AFTER the rental began, but refuse to refund my money. I’m suing them for sure.

  • chaoying zong says:

    They do not have money refund system. do not trust them.
    i rent one apartment in VRBO on Dec. 2022. Then we can not found the host and reach them also before the moving day. Then i called VRBO and i have to confirm this information at the time when i can check-in. Of course, the host doesn’t contact with me and also VRBO can not find them. I also do not have exact address to go there. So VRBO promised to one free night hotel. I did everything according to VRBO requirement. And send my information to VRBO after that. Then in three weeks i called to VRBO several times to return the renting cost and one night hotel cost. The different agents always said they will submitted the information to money guarentee team, and i have to wait. But it passed already 7 days, i called again, they said that we still have to submit your information again. So it obviously is cheating. It looks like VRBO just want to scam the money from customer.


    As a property owner and “Premier Host”, I am extremely disappointed at the lack of customer service provided. I have had zero access to rating my guest for over 6 days now… I have called, been given a “case number” only to be told that the case was not expedited, therefore another case number was issued… Bottom line, I was told that if my site continues to give me problems within the next week, to call again… No access to supervisors… not able to speak with the department in charge… In other words WE DONT CARE!! This is the way you treat your so called ” Premier Host” with consecutive 5 star ratings…WOW!

  • Esther Pierre says:

    I have been patiently waiting for a refund from vrbo and it has now been 2 months, I made a reservation with vrbo and the host never sent the check in information and I was left stranded in the middle of the night, I have contacted vrbo over 2 months at least once a week and i am told the same thing every time, that they are escalating my case. I have now come to understand vrbo is a scam and i will be filing law suit in small claims to get my money back, I have sent in screen shots of messages that went unanswered by the host. Vrbo was also unable to get a hold of the host. I cant believe this is a legitimate company being ran here in the US this feels like a joke. I am sending vrbo a demand letter this week.

    • Katie Meyers says:

      Did you ever receive a response? We had the exact same thing happen this past summer and have been dealing with “customer service” saying they are elevating my concern to their special priority team blah blah blah but it has been radio silence for months.

    • chaoying zong says:

      similar situation.

  • Rebecca Newland says:

    VRBO better get their act together. Hello Executives look at these comments. Their Customer Service is ridicules. I had made reservation, received a confirmation, received an email 2 days prior to date of reservations with key information. Had my Visa processed and to put salt in the wound was sent a survey about the Property. My situation is similar to other stories. Showed up to our property, found out we didn’t have the key information from the email I was sent. Was able to connect with the property owner who never received my reservations information, remember my Visa was processed. The property was already rented out. Called VRBO customer service number was on hold off and on for 90 minutes, told a supervisor would call me back but never did. They did offer to reimburse us with a one night hotel stay. I told them it was not acceptable as it was VRBO’s mistake and they should pay for 2 nights as that was what my reservation was for. I called back 15 minutes later, another round of off and on waiting only to be disconnected when asked to speak with a Supervisor. Called today, after I told them the story was told the system was down and he couldn’t access the Reservation number I was given. What Customer Service Department has their system down during the day!. I was told to call in a couple of hours. VRBO’s owes me the remainder of what I paid for the property that I never stayed in, plus the cost of the Uber to get there. Will never recommend VRBO!

    • Esther Pierre says:

      the same exact situation happen to me, I’ve never felt so helpless with trying to get what i am owed. I believe its a scam and will be taking legal action against vrbo

    • Tony Myhre says:

      I’m having a similar issue. The last agent I spoke with was extremely rude and condescending, telling me that VRBO doesn’t have a management team or legal department, which is absolutely untrue. He told me to look up the phone number for management myself? What is that?

  • HDM206 Manager says:

    VRBO Listing #274661, Punta Mita, Mexico

    Our property has been listed with VRBO for 14 years, since 2009. VRBO is the greatest platform out there for vacation rentals. I’ve always had EXCELLENT SERVICE and a great deal of help from all VRBO’s service personnel. For the past 6 years our property has been in the top 1 to 4 search results for Hacienda de Mita in Punta Mita, Mexico, and we’ve accumulated more than 148 Reviews – so we are very grateful to VRBO for their excellent service.

    Recently, in some cases, it has taken some time to get results, primarily since the advent of Covid, but we’ve always gotten all or our issues satisfactorily resolved. We found that if we are courteous and patient VRBO always provides satisfactory results. Lately, over the past 6 months, always being connect to a customer support person in a foreign country, it has been more difficult to get results as I don’t think these folks in foreign countries have the full authority to deal with certain types of situations.

    As the President of the largest privately help land company in the United States, (after Weyerhaeuser), operating in 152 cities, in 37 states and 3 countries, with over 2,700 employees, I know that reputation is everything, and I always encouraged clients to contact me directly if they could not get results elsewhere in our company.

    I have some very valuable comments I would like to make to a person in a position of influence within VRBO, preferably to Jeff Hurst, and/or his designee. There are some issues within VRBO that could easily be resolved, which would greatly benefit the company and its owners of vacation properties on the VRBO platform.

  • Patrick Jordan says:

    Got ripped off by a host. VRBO was no help. The corporate officers are make a lot of money and have no interest in their clients.

    • Joyce says:

      Vrbo is ripping the hosts off as well. They are receiving payments from guests and not disbursing the payments to the hosts.

  • Cyndi Mcguinness says:

    How well are the places checked out. And what are the standards which each place checked out?
    Just sayin I have stayed in many places and locations. Along with family members. However what is the policy of location if cockroaches are found, and have proof. But are not given the choice of another location nor can they do anything about this!

  • MauiJOY says:

    My property has not been showing up on VRBO site for nearly a month now and we have been exclusively with VRBO/Homeaway/Expedia since 2014. Although there were a few problems, they were easily resolved. Now it appears that there has been a radical change and from reading other reviews, customer service has been INEFFECTIVE to say the least. There is NO follow up from customer service and I am told over and over that they are escalating my case. Now today, I am told that my property is “hidden” and they can do nothing except send it on with the highest escalation. That’s it! My property sits empty for Thanksgiving and I am sure a family would love to be on the island of Maui with ocean and three island views, minutes the beach, with their own private swimming pool, but how are they going to find me??? Does anyone at VRBO even read this? Does anyone have any action that has worked to resolve a problem??? MauiJOY@gmail.com

  • Christine Knight says:

    VRBO treats hosts like criminals. Ever since taken over by Expedia it’s been a disaster. Can’t resolve anything on the phone. I literally had a customer service rep yelling at me and speaking over me before even looking into my case. A renter brought a pet on premises without reporting it, didn’t pay the pet fee, didn’t follow check out policies, which resulted in extra cleaning charges to me that I am trying to pass on to the renter by withholding from the damage deposit and now they are threatening to suspend my listing because the guest complained????? WTF!!!!

    • Charlotte Christou says:

      I just encountered a problem, where I renewed my annual listing on 9/1/22. I am a Premier Host. I was wondering why I wasn’t getting any bookings, as I count on VRBO for 90% of my business, and on 9/17/22, I stumbled upon the fact that my listing was inactive. I called VRBO asap on 9/17/22, and they said they would give me priority, that they see my credit card automatic renewal happened on 9/1/22, but that my listing was inactive due to non-payment. They issued a case and promised to fix it. On 9/19/22, still inactive, I called again. They issued me a new case #, made the same promises, and that’s when I asked to talk with a supervisor. After being on hold for a long time, she got back to me and said she’ll connect me, but hung up instead. I gave them 10 minutes to call me back, and then called them. The new person wanted to issue me a new case number and have me wait up to 72 hours for a supervisor to call me back….does anybody see a problem with this BAD customer service? I’ve lost thousands of dollars of potential bookings and I’m getting nowhere! I’ve been a Premier Host for 5 years, and I run this as a business. I’m very frustrated at the lack of customer support and resolution to a system problem at VRBO.

  • Luke says:

    Getting customer service to be responsive as a host has been impossible…my two units listings have been moved to a new geographic area without my knowledge and all I get after 1 1/2 hours on phone is supervisor not available, a case number and some vague promise of a callback…time to cut this company loose and go exclusively with airbnb

  • Marilyn says:

    Worst customer service I have ever experienced. I called 9 times and was hung up on by 7 different reps after being on hold for 2 hours and 55 minutes during one call and 2 hours and 17 minutes on another, meanwhile I was 3,000 miles away from home. Vrbo left me and my family stranded for an entire weekend without accommodations for my entire stay or a refund in a city across the country from my home. They had me pay premium same-day pricing at a hotel even though I booked my stay with them 4 months in advance. When I asked to be transferred to a manager, a manager names Marcuz got on the phone and yelled at me. He said, “don’t play with this one ma’am,” as if my family and I being stranded would be something I’d be joking about and just completely belittled me. I am appalled by their lack of empathy and disregard for my and my family’s lives and safety.

    This is by far the worst customer support experience I have ever had to deal with; never have I been hung up on by multiple representatives of a company; never have I been left without a reasonable resolution when I am 3,000+ miles away from home; never have I been left stranded across the country without a place to sleep; never have I been yelled at and threatened by a Customer Support Manager; never have I had such an abominable experience that I am forced to warn others of such possible atrocities. Stay away from Vrbo or you may very well have your vacation turned into a nightmare like mine was!!!



    • Eileen says:

      Miranda – what you just describe upon is the EXACT same thing that is happening to me now. Same timeframe, run around with customer service, countless hours on hold with promises it has been escalated and no one gets back to you. VRBO is a complete scam and they make their process so difficult they hope people will just give up and go away. I’m filing a complaint with the attorney general based on a call I had with the AG’s office, who were very helpful

      • Lisa VanDuzen says:

        Was your issue resolved ? I have the same situation and am considering filing a complaint with my state attorney general.

    • Dena Jones says:

      If you get a law suit going I want to join! Same thing. These people are crooks.

  • Janet Lim says:

    Why is VRBO advertising for a non-existing unit and not refunding my payment? I have been cheated!
    Property #7952051ha
    Reservation ID HA-W210F9

  • Lori Smith says:

    My listing has been removed off the VRBO platform for the Sixth time in past year in error –seriously impacting my business– and Customer Support cannot resolve and clearly not accountable to upper management. This is not good business for VRBO or its Hosts.

    • Katherine Irwin says:

      I am having the same issue – extremely frustrating that no one gets back to me
      It’s been over 3 weeks

      • Lisa VanDuzen says:

        I have the exact the same situation, they opened 4 different case numbers on the same issue… I’ve been calling since Oct 21 with promises of resolution, and nothing. I’ve been hearing since nov3 that they money they refunded a guest will be back in my account in 5-7 days. Here we are in Jan and I’m still hearing the same answer… I would happily add my situation if there were a lawsuit

    • Charlotte Christou says:

      Me too! We should consider a class action lawsuit!

  • Peter Nguyen says:

    I am a host. Someone hacked to my VRBO account, added in new Bank Information and reroute all the transfer which two guests are stayed recently to this bank which is NOT mind. I have tried to contact VRBO many times and the case has not resolved and eventually they put the blame back to me, saying that I created a new bank account. The bank is not even locally where I live. This is just and outrage and irresponsible, very bad support structure and lack of security intrastructure. I am very regret to host on VRBO.

  • Marilyn Taylor property number 309114 says:

    As a host I have tried to get an issue resolved for 3 days and many hours!! You have the worst customer service I have ever seen! The last one hung up on me when I ask for the Corporate office in Austin, Tx. I have a issue with a tax exemption for one of my guests that booked their reservation with you. I need the speak with someone from tax team to call me.

  • Krysia Yardley-Matwiejczyk, Dr. says:

    Worst customer service. Cannot initiate sending information as no email address given. Endless phone calls to no avail over a contractual problem. Clearly no one cares

  • Jerry says:

    I don’t want to have to explain to my youngest daughter why two girls are kissing in your latest ad campaign running in the movie theater featuring that kind of behavior !!! Not cool

  • vaisham chokshi says:

    Hi Vrbo,
    Host ID 
    Vrbo 2548658

    This is the worst Customer Service any host gets on your platform. even though there was a case of double booking( even though both listings have synchronized calendars) and it’s not even my mistake even though I provided all the proof still customer support specialist is not ready to wave my cancellation.
    Please help and Support the Host on Vrbo

  • Brenda Cone says:

    remove me from ALL EMAILS.




    Sent from Yahoo Mail on Android

    Show more

  • Kellie Shelton says:

    Booking ID#HA-77D55B Wyndham Ocean Walk, Daytona Beach. We did not get what we reserved, total bait and switch! Terrible service, filthy room, NO ONE cares. I will never use VRBO or anything related to Wyndham ever again. I submitted my review to VRBO after our stay, it’s not showing in the reviews which tells me they are edited. I would like someone at VRBO to stay there and tell me they would give it a 4/5 star review, shameful!! I will be spreading the word.

  • Meg kelly says:

    VRBO customer service is horrible. We have tried on 7 attempts to get the remainder of our refund when we had a Covid issue and then the rescheduled time was cancelled due to the sale of the property. The owner refunded their portion and we are still waiting on the remainder of $1241.72 from the VRBO portion. The owner cannot do anything else and Customer Service doesn’t have a clue. Frustrating as this has been 2 months.

  • Linda A Leebove says:

    I am a host property # 898398. Since we have been a member, 2016, reviews have been posted promptly allowing us to show our appreciation and respond to the esteemed guest in a timely fashion. The positive reviews also appear on our VRBO website, which is the only marketing we do! Those reviews are our lifeline to continuing to keep our home booked. I have called 5-6 times and told first it was a glitch, tech issue, last two calls told me you have 15 Days to review and post?? At one point all the reviews disappeared from my Dashboard! You are VRBO, you run an international website, your hosts pay for this annually and I cannot get my well earned reviews published. I am frustrated, disappointed and confused as to what is the issue and why is has not been resolved!!!

  • Christina says:

    I am a rental owner and have been trying to get an issue resolved for almost 2 weeks. The lack of urgency at which VRBO appears to be addressing this issue is terrible customer service. In addition, when I have called as well as our Property Management company calling, the agent states there is no one they can escalate to. As an owner, errors made on VRBO side that impacts the owner’s ability to successfully rent their home (the purpose of VRBO – I thought) and the lack of urgency to resolve is unacceptable. Not sure how VRBO can be proud of having that service, representing their brand.

  • Rick Price says:

    I reserved a place on the beach for June 2-8, 2022. Due to a change in employment I needed to cancel the reservation. I cancelled the reservation on April 12,2022 more than a month before the deadline to recover 100% of my deposit. What happened next could only be described as negligent or maybe fraudulent. I have saved every email that verifies what I am about to say.
    I cancelled via email on April 12,2022. Two days later the “manager of the property” sent an email apologizing because she didn’t see my cancellation. Cancellation was then listed as processing which would take (get this) from 14-18 days. A few days later, on April 19th,2022 i checked my credit card only to discover the VRBO had charged my credit card three times the same day for $530.19. These charges were not due even if I had not cancelled seven days earlier, and these charges put me over my credit limit on my credit card for the first time since i got the credit card ten years ago.
    I am not at all convinced this was accidental, and as much as I like the concept of VRBO I now wonder about their commitment to consumers like me. After all, who is the customer here, really?

  • Sabrina Mosiello says:

    I found a home to rent on VRBO for an upcoming event I need to attend with 5 other families. I placed a request through VRBO and they put me in contact with the host. And then received another message from VRBO that the host responded. Message from The Host was that the property was available for rent on the days I needed and that further communication was preferable through email or text. The host then proceeded to email me rental agreement and after I sign and send back along with a $1,500 deposit sent by Zelle. This is my first time renting a home I assumed it was the way things had to proceed. Deposit was sent and that was the last I heard of The Host! Doing some searching and digging on this address I found that it was under contract to be sold, contacted the realtor, through her contact at the rental agency. Sherry the rental agent that had been renting this house for the last 10 years proceeded to tell me that she had just become aware of her listing being duplicated by a scammer about 2 weeks prior to me renting the home. She had made numerous contacts with VRBO asking them to remove the post and they did not! They failed to remove a post that was fake and run by scammers so that other people could become victims! THEY PUT ME IN CONTACT WITH THESE SCAMMERS!!! Now they want to refuse refund because I didn’t pay through them but I paid through zelle! THEY ARE THE REASON WHY I LOST $1,500 AND THEY NEED TO REIMBURSE ME FOR THEIR FAILURE! HOW COULD THIS HOUSE HAVE EVEN BEEN POSTED WITHOUT ANY FORM OF CREDENTIALS!? WHAT’S MORE AMAZING IS THIS HOUSE IS STILL POSTED!!! Property # 2774258 BEWARE!!

  • Kris says:

    We rented a home from VRBO last January for March 30-April 2. VRBO sent me several emails letting me know our VRBO was waiting for us with a final one saying how to access the property. When I clicked on the “key” it prompted me that the owner had not left how to access the property yet and to call the owner. We drove to the house and heard sounds coming from inside the house. We noticed that the house and surrounding area did not look like what was pictured on the VRBO website. The yard was full of garbage, dirty towels, empty bottles, etc. A young man came from the inside of the house, closing the door behind him. We had looked inside as he came out and could see that the entry did not look like what we’d seen on the photos. He said he had also rented the house. I had left a message with the owner and then called VRBO. While I was on hold with VRBO the owner called me and said circumstances she could not divulge had happened and that a refund had been sent last January. We checked with our credit card company and no refund. I told the owner this and she told us to leave the property. Meanwhile, I was disconnected from VRBO. Keisha, the rep called me back. I told her what had happened and asked what VRBO could do to assist us. She put me on hold. I waited for approx. 20 minutes and then was disconnected. She did not call back.
    We had to find lodging and went to a hotel which cost us $700 over what we had budgeted to spend on VRBO lodging. I called VRBO the next day to ask about reimbursement. The rep put me on hold then returned to tell me that his supervisor had told him that because we, the traveler, had found our own lodging and not used VRBO we did not qualify for a reimbursement. He said they were very sorry for the inconvenience the call was then ended. I had received three emails on March 30th from VRBO. One telling me the reservation had been cancelled “due to natural disaster.” The second telling me the owner had notified them that she had done a final walk through that day and found no electricity so cancelled the reservation. The third was letting us know that our reservation was cancelled and a refund had been made.
    This was the same day VRBO told us our house was ready.

  • thompson says:

    we recently stayed at Property # 1930632 in blue ridge georgia. three days after we returned home i notified the rental office via text our echo box was left at the rental house. they responded saying “we are happy to send one of our local staff members to search for the echo box, asking for description and location, reservation #, etc. which i texted them. the following text said a work ticket was put in. i approved the charge. two weeks later i’m told “i am reaching out to the local team for an update” and the work order was updated. about a week later i inquired again about the box and was told it wasn’t located and that the ticket was again updated…apologizing for the delay. now vacasa says they are not responsible for items left in the property. this was all done VIA TEXT. two weeks after our trip i sent a message VIA EMAIL through the inquiry section of the unit we rented and was told by tracie that a ticket was never filed. they have our address on file. today, TWO MONTHS after our vacation, via text, i’m told “we definitely understand your frustration and i heavily apologize for the inconvenience…..vacasa cannot be held responsible for items left in the property…….if the office had checked three days after our visit instead of weeks/months, it would’ve been found. the cleaning crew was there when we left and then numerous renters. now i have to replace the item, which also has sentimental value that i know means nothing to anyone but me. yes, i left it there but notified them right away. vacasa took weeks, dropped the ball, and now blames me. they owe me $40+ to replace this.

  • terry says:

    where do i address a bad experience with one of your rental agencies?

  • Ms. Dena D. Lyons says:

    I stayed at a vrbo “stay with dave” unit and the place was filthy. Black soot on all vents, black mold on walls, hair in tub and baseboards were caked with dirt and dust. Rugs were soiled and dirty. We had to leave unit on the 3rd day so they could clean carpets. Not much difference after shampooed. For the money i paid and the disruption in my stay, i expect a credit! Address is 820 W G st, unit 115, san diego. I felt like i was in a homeless shelter. We all have congestion and head colds from the dirt.

  • Wendy says:

    Absolutely AWFUL service, this company profits on the misfortunes of all their customers- no replies to refunds for cancellations; host issues and lack of response; weeks and weeks waiting for resolution. I’m now paying interest on the amount erroneously charged by VRBO to my credit card, without a reply on phone line or chat. Customer calls are FIRST greeted with a recording that states all wait times are 20+ minutes…guess what? I waited an hour on chat & still no resolve. They do NOTHING except post pretty pictures of vacation homes & charge outrageous fees without the service to back it up… it’s all a SCAM. This company cheats, lies, destroys- and gets away with it. Will soon be investigated after complaints. BEWARE. Do NOT recommend doing business with this company.

    • Brenda Cone says:

      I agree.
      I will NEVER do business with these folks again

      • jim says:

        what needs to be done is everyone with these complaints needs to contact there state senator to get congressional oversight on their business practices.

  • Mary Barbera says:

    As a member over 12 years, listing #189158….I regret that I will not be renewing my membership. Why? VRBO has withheld last Summers earnings. Claiming that I filled out my W9 incorrectly. I resent another W9 over two weeks ago and still they haven’t had time to review my concerns. Income taxes are coming do!!! Their response is they will contact me once they review my W9. Ugh! This is totally unacceptable that vrbo is holding my money since last Summer plus taking their time not resolving so I can get my payouts .

    • harriet says:

      have you received your payment yet? and if so how long did it take. i’m currently experiencing the same holdback of my host fee. multiple w-9’s sent along with several case#’s supposedly sent to the ‘specialist’ department for resolution. no resolution as of yet

  • Mary Bray says:

    Please offer a way to help the people of Ukrainian who need a place to stay in Poland or wherever that have escaped to… I use VrBO exclusively for my own reservations but would like to support the Ukrainians now. Thank you,
    Mary Bray

  • Eli Porth says:

    Our VRBO experience has not been a good one and the “ host” was not accommodating. Mold on shower curtains, very old and stained linens, too few towels, broken dryer, furniture as old as the building , maybe 25 years old and extremely uncomfortable. Dead rat in the parking lot. Not what we expected from the photos or from VRBO. We will file a complaint. And know this can appear on Facebook and other social media. You need to carefully screen your properties before putting your name on them.

  • Lauralee Markley says:


  • Miriam says:

    Just saw your VRBO ad on the HGTV channel last night. Why did you feel the need to have teenage girls acting like they are going to kiss? WHY? Do you really think this sells your product? Maybe you’re doing it for attention!! If possible I will be using another company.

  • Patricia Rowe says:

    I need info on benefits of STR to a community. Pinehurst Village Council is trying to shut them down and put restrictions on homeowners rights. My daughter has been renting here for several years and has never had an issue. Is it possible to get statistics on how STR benefits a community? When I travel I try to stay in one because a hotel is too impersonal.

  • Michael Smith says:

    I am an owner. Same complaint as many of you. My multiple calls to have a retaliatory review removed has fallen on “foreign” deaf ears. The customer service people in S. America work from home and have scripted responses. There is no accountability from “management” whatsoever. Same response: “… a manager/supervisor will call you in 24-72 hours”. A week later, I am still waiting. The platform is only as good as it’s management and they suck! If you an owner and you file a claim (#34642372) against a guest (number of people understated and property damage), the guest can submit a “retaliatory” review and VRBO will do NOTHING about the review. Bottom line: do not submit a financial claim against a guest otherwise VRBO will permit the offending guest to libelously erase years of Premier Host Status!

  • Edward olshanetsky says:

    My dog has more brains then people who work for you.


    I have contacted VRBO on numerous occasions, in reference to a property that they are offering on their website, which is in poor condition and an absolute risk to anyone renting the property. I contacted them on a minimum of 4 different occasions, only to be told that you need to speak with the homeowner. When I asked to speak with someone in management, they ALWAYS tell you that there is no one available and they will call you back within 48 hrs. When I call back after not receiving a return call, I was informed on every time, your case was closed by the customer service agent…..without even speaking with the customer. The VRBO service fee is fraudelent as well….they don’t offer 24/7 customer service as they post, but minimal to no service at all. If someone gets injured in that home, I will definitely join in on a class action lawsuit against the company and the homeowner.

    As a hospitality veteran and travel writer, I am going to utilize all of my resources, to inform people of what this company is actually all about….greed!

  • Steve Peter says:

    what happens if a reservation is made and I contract COVID and am unable to travel and use the reservation?

  • Sergio Tinajero says:

    Worst company to deal with. The host cancelled my reservation after 10 days of making the reservation. Out if the blue I received an email with the cancellation saying the property was not available. I called VRBO to request an explanation, the lady I was talking to did not provide any help, you could hear roosters in the background. I was told that my refund could take 5 to 7 business which is not acceptable, when you make a payment on a reservation it is an instant withdrawal from your account and now they are holding my money hostage.
    I have made several attempts to talk to a supervisor and I was told that someone would get back to me within 48 to 72 hours, you cannot talk to anyone based in the US. This company is a joke, beware if it.

  • zerg says:

    this is not a good company to work with for vacation rentals – there is no one that answers the phone that is able to speak English – when you ask to speak with someone else or a supervisor they say that are unable to transfer the call to anyone. I used VRBO last year was not pleased with it – used again this year because they have rentals in the area I wanted for the week – when I made my reservation with VRBO and received a confirmation from VRBO, I also received an email from the leasing company at the condo complex withe a confirmation. My first call to VRBO the young lady you answered the phone was inadequate did not understand my request to understand why I received 2 different comfirmations for the one week rental. After asking her to repeatedly to tell me what she was saying as I could not undertand her, I think she is in India – she just hung up on me. I called back and got a young man – same problem could not understand him, had to have my daughtere talk to him as she is use to speaking with customer service people in India came to find out we rented through VRBO they charge a fee for me to rent and then the rental goes to the rental agency of the property. Once I realized what was happening I called the rental agency at the property direct and saved 1,000.00 for the week – the fee VRBO charged of 499.00 and the rental was 631.00 less than through VRNO. I used Vacasa last year for our week rental and they were efficient and wonderful and helpful when our rental was canceled a week prior to our scheduled arrival. Vacasa actually paid the additional money required to rent a home for our family.

  • t says:

    I was nearly scammed for $2500.00 for a rental. I had concerns about the legitimacy of the reservation after making it, and spoke with so-called customer service and was assured it was a legitimate listing and no problems. Found the property on another site and was able to contact the actual owners who verified they do not list on VRBO. I was able to cancel and money was returned but our vacation is ruined now. Thanks VRBO, won’t book through you again. You should really have a better vetting process for listings. And it would be nice if I could understand your representatives.

  • scammed too says:

    I have been scammed too in the amount of $2400. Made a reservation believing as written that full, free cancellation was policy. One day later realized the property was not adequate for us and cancelled (on website and in direct message to the host as courtesy). Three weeks later, on the date that the cancellation policy would end, I received a bank alert for the charge of the full rental. Outraged. Have been trying to get a refund issued with no success. I have made calls every day, every single day to get to someone who can help.They are continuously “investigating” and multiple times blamed it on a technical glitch. VRBO IS A SHAM OPERATION. Now they say policy is to wait to see if my bank can resolve. That’s another 60 days. They want my bank to eat the charges!! This is criminal. A class action suit is needed to stop VRBO.

  • BM says:

    WAKE UP CORPORATE OFFICE! I have been using VRBO as a traveler for many years. We had a reservation in Dallas for October 8-10, 2021. The owner cancelled on us. I called VRBO to get more information. The owner cancelled for Covid-19 reasons, stating that the place needed to be thoroughly cleaned. My actual suspicion is that the owner got a better offer that weekend and cancelled on us. This particular weekend is a big annual football game (at least for us). Affordable accommodations are very hard to come by. To confirm that the owner was being dishonest, I sent a message asking if her property was available October 3-5. She sent back that it was! I contacted VRBO customer service. They did give me a case number, which I am sure will go nowhere. They also told me as long as the Owner refunded us, we should be satisfied. They showed zero concern at all! Never say never? I will NEVER use VRBO again.

  • The Lion says:

    You cannot traffic children and kill Americans without consequences.
    People involved with the murder of American veterans and Jeffrey Epstein’s child pornography and sex trafficking ring have given sworn testimony of their involvement. Through their testimony many people have been implicated. Your name came up in the investigation. Anonymous are political leaders working behind the scenes of governments around the world protecting democracy. They are giving you a chance to redeem yourself. Your cooperation will go a long way in determining what happens to you. There is protection available for information about the murder of American veterans and Jeffrey Epstein. If you do nothing you face the possibility of execution if found guilty by a Military Tribunal. There is protection available for your testimony about your involvement. Search your name using Google to begin texting Anonymous ASAP. Let them tell you what they know about you. When the military secures the Republic there will be no deals made after that. Act promptly! I am the messenger and the truth.

  • Eduardo says:

    I am a property owner, and in april 2021 I decided not to renew my subscription with VBRO. As I still had some reservations, asked the suport if I should and could maintain the reservations for june and august. The support said that i could keep the reservations, and would be paid. After the guests left, contacted the VBRO Support for the reimboursed which they get telling me that there is an informatic error or financial problem that is outside VBRO, and I would not get paid. They still have the money of the guest and no way to get my money back. Be cautious about VBRO.

    • Mary Barbera says:

      I am a member of vrbo and they are still withholding all my last summer income. They claim that I filled out the W9 incorrectly so I filled another one 3 weeks ago. WTF! My membership expires in Aug, I am getting inquiries that I am turning down in fear vrbo wont pay.

  • Susan ( Charlotte N.C.) says:

    I booked a place on 8663 LaIsla in Orlando beautiful resort but the 7 bedroom was dirty, and unkept up. I contacted VRBO and the owner in that same hour checking in about the dusty place, burned looking toilet, dust on ceilings washer and dryer, broken down outside chairs, missing drawers and shelves in fridge, but he livingroom furniture in poor condition along with mattress asked for another place which unavailable asked for refund during my stay or a portion spoke with VRBO and owner whole time on vacay and during 12 days after still nothing but in today 9/3 no refund now that I’m nolonger on my stay well Inasked for this in my stay. We were constant back and forth. I’ve stayed with VRBO 2x a year since 2005 never a nasty place until now. They and owner refuse refund. I am appalled they allowed this!

  • Bernadette Moran says:

    VRBO is impossible to deal with. I mistakenly booked a property on an island when I was trying to book Providence RI. The funds immediately left my account and I immediately called VRBO about the error. They told me to call the owner. I did and Owner agreed to refund 100%. No refund to date. Owner says VRBO never sent them the money. VRBO says I have to contact the owner. On the day I mistakenly booked the Owner agreed in writing to the refund but now says they will not refund. r VRBO will do nothing. I am out the money and hours and hours of my time trying to get a resolve. I wrote VRBO but the 1011 West Fifth St. addressed letter was returned by the post office as not deliverable. I recommend doing anything other than booking with VRBO or Home Away, their sister company.

  • Scott Ritchey says:

    Chrissy Teigan should not be used in your commercials. I will never use your booking service again till she is removed from your marketing.

  • terry allen says:

    We leased home in Austin to attend a wedding at he capitol Bldg in July 2021. Prior to our arrival we got email with door lock code. On arrival there was a post it note on the door stating “Door is Open” We went in and unpacked thinking nothing of it. Later in the house info book on the bar we noticed a post it note inside of it going us a code to front door and it was different from one we had been e-mailed with trip specifics.The next day when we left we used the new code found in the info book of the house and it locked the door.Meant to call and report this but failed to get it done. We returned later to use the code to get in and no problem. Went to bed that night and next day on Sat. we stayed in to get ready for wedding. We dressed and started to put on shoes and noticed my new purse bought for wedding with tags attached was missing and so was a bag of several pieces of jewelry I had purchased to wear. After turning all bags and closet apart, I had to go to wedding without them. Upon returning we went to bathroom to test blood sugar after wedding and found our test kit and supplies were also gone.at this time we were trying to make ourselves believe we had left at home by mistakeNext day we were packing to leave and could not locate our laptop case with pens, paper, supplies, batteries and etc. as the laptop had been in our car with us to use maps but did not take the case with us. Now things were beginning to ad up that someone other than us or host vs verbo had been in house . We also now notice the book of house info was missing from the bar and we could not get lock up info we wanted to leave. We did not report to host or police because value was fairly low and we could not be 100% purse and jewelry may be home. however, I did feel real sure when I unpacked my purse and shoes for the wedding, I put on the shelf in closet…..they were nowhere. we got home and no they were not here either and next morning, we had e-mail stating they had filed a claim against us for a missing pair of binoculars taken from a bookcase. We surely did not use them or take them. So what else is missing? After returning home, then we heard from the other couple that was with us were missing jewelry and another personal item and they did call and file a police report. Now I get e-mail stating the owner and verbo had filed a claim on us , our insurance we were forced to get or pay lot more security deposit and claim is on our insurance policy for them to get a check for their binoculars. All because the door was open and code was changed.Who knows who was in the house? Neighbors reported seeing different car than ours on Friday but thought someone may be visiting us or that we may have brought another car.Rentors be ware.

  • Christine Edwards, Robin McNallie says:

    Booked & paid 3 weeks ago for apt in Pittsburgh. Still no info about checking in this Monday & getting key!! (Found nothing about that on the app.) Emails and phone calls ignored. Owner, Zachary (Palmer?), address of site, 100 Smithfield St., Philadelphia. We live in Virginia — we paid, we’re booked, but but have no idea if we can stay there 3 days from now!!!

  • Dave says:

    VRBO ads on multiple YouTube videos are annoying, repetitious, and counter productive. As long as those ads interrupt or play before YouTube videos, I’ll avoid VRBO.

  • Andrea says:

    You ALL have the nerve to be advertising to family, children. Yet Chrissy Teigen BULLIED a CHILD publicly and privately to “go take a dirt nap”. Teigen also bullied all of us by asking the public if it is ok to hate a SMALL child who because of her talent ( something Teigen is extreamly lacking off) got her an Oscar nomination. How dare you!!!! I guess Greed is more important than reputation right?

  • Jeff Robert says:

    I will no longer use VRBO as my go to vacation rental search. You pay Chrissy Teigen as a spokesperson, I learned through a publication that Chrissy Teigen bullied and threatened a minor girl, according to this source, she also used her influence to urge that same girl to consider committing suicide. What is wrong with your company? VRBO, you should cancel Chrissy Teigen immediately. I will boycott your company as long as Teigen is the face of your company.

  • charise h says:

    I have been doing business as a traveler with VRBO, for over 12 years, booking properties in Hawaii, Vegas and Florida, just to name a few, for myself as well as clients. I’m a Travel Advisor. I can honestly say that I have never had an issue until recently when I booked a rental for myself in Orlando. I entered the property and not only was it not as pictured, but this place was filthy because the housekeeping staff had not showed up after the previous guest left, even with the urging to be out by 10am. I contacted the owner as well as VRBO after hours and they were absolutely no help at all and still continue to be of no help advising me that I will not qualify for a refund because I should have stayed in a house that was filthy. I have photos and video to support my case. I cant believe VRBO is taking no responsibility, for Christ sake we are in a Pandemic.

  • Chad says:

    I will never rent or search through VRBO/Homeaway every again. The receipt is sketchy and does not show who the “fees” go to yet on my Amex it clearly says that. I need a receipt that shows who charged what. I called the non-English help line and I couldn’t understand them and they said the system was down. I asked to speak to a manager and was on hold for over 30 min and finally hung up. I waited 2 hours and called back again to the non-English help line and spent over 30 min on the phone with this guy – just asking for a receipt – and he finally says the system is down. I asked him what has he been doing for the last 20 min if the system was down. I called the other company that actually had the rental and an American answered the phone and I had my itemized receipt in 3 min emailed to me. They even said to never book from VRBO again. Don’t waste your time or money but find a local company with the same rentals! And, there is no way to email the home office or to get in touch with the home office. They hide behind their foreign army of disinformation and long holds. Never again…..never again!

  • frank walther says:


  • Bruce says:

    I have paid in full about a year ago. The property owner told me he did not have any issues with the renting his property. About 2 months afterward and 5 more months to go, the owner wanted to sell since the market now was hot. Complained to VRBO, all it does is to keep me waiting and waiting on the phone, agents are telling me that VRBO will resolve the issue. Guess what? After one month, nothing was done. In the meantime, the property owner hasn’t given me refund. The property owner recommended craigslist over VRBO.

  • Kim says:

    WOW! It’s unfortunate that there are so many people with similar complaints regarding refunds. I am experiencing the same issue. Booked our July vacation (2 weeks) in early February. As the COVID-19 cases climbed and travel restrictions began, I received several emails from Homeaway/VRBO assuring me that I could make changes to my reservation within 30 days without financial penalty. In early June, my husband and I decided that we would change our reservation from two to just one week. Contacted the property manager and after a few snafus, they reached out to the VRBO support team to make the adjustments to the reservation and final payment. VRBO’s suggestion was to make the final payment through the property managers system. Was told by property manager that I needed to contact VRBO to request the refund of 1 week of the service fee and Maryland state taxes that were collected by VRBO from my initial payment. I was told by VRBO that they are unable to refund those fees/taxes because the final payment or the reservation change was not made through their system AND the reservation change was done incorrectly even though the directions came from VRBO. Now, I am waiting for the refund of my security deposit – LOL! According to the reviews on this sight – I may not get that refund! As of 8/11/20, VRBO has “stolen” $922 from me. I have attempted to leave a review on the property rental sight warning others but VRBO continues to reject the review! What a horrible, despicable company this is!!! This was our first and LAST time we will book through VRBO. In 30 years of booking trips and lodging I have never paid more that $110 to a rental or booking agency/company. VRBO charged me $499 for NOTHING!!!!!

  • Arlene and Romeo Dublin #378886 says:

    We are thinking of not renewing with vrbo/homeaway. Guest paid 07/04/20, until now I still don’t have the funds. It happens several times. Vrbo/homeaway is holding the funds too long. Every time you called it takes 20 to 25 minutes before someone will answer the phone. It is always like this, don’t blame the COVID 19.

  • Karen Hutson says:

    First let me say VRBO has helped us generate revenue. I don’t have any complaints relative to fees or processes. However, VRBO does not appear to know how to fix or care to fix things which should not adversely affect the owner’s ranking due to no fault of the owner. My case: I had a reservation cancelled due to one of the guests testing positive for COVID. Cancellation occurred just 3 days prior to stay. I wanted to retain just the cleaning fee of $175 (5 bedrooms home) as my deal with cleaning crew is they will be paid based on schedule provided up to one week prior to scheduled cleaning. The remaining I agreed to refund. (I also offered credit for future stay as an option.) The guest was happy with my agreement and assured me they would again book. As I was completing the refund online, I discovered I was not able to do as I desired. I called VRBO. I either had to refund 100% (could not retain cleaning fee) or they would keep their fees! What? They encourage us to refund 100% which is basically what it was out. I ultimately refunded 100% and was out the cleaning fee. Again, recall this was only a few days before a stay. I then had 2 last minute inquiries and a booking request from another guest. The first guest found another property before I responded. The second said he could not pay due to VRBO stating date conflict. The third emailed me that she found another as she was in a hurry but she didn’t withdraw her booking request. Bottom line is I called VRBO TWICE to allow my guest to pay who wanted to pay. I asked how I could get rid of the booking request as guest found another property. They said guest could withdraw but she couldn’t figure out how. (I spoke with her.) They said my only choice was to decline it. I asked if they could help me as I didn’t want to decline since it would count against me and that she had another property (which was indicated in email) and that I had another guest willing to pay. They refused to waive or not count the decline. This is just not right. All of this started due to me refunding 100% at last minute which cost me $175. Then because of “conflict”, I lost a booking and got a decline mark. Further, this “conflict” appeared to be a flaw with VRBO as none had paid so all were shown in blue as tentative. I was previously told if tentative, first one who pays gets it. No one is willing to help when things don’t work right. I feel cheated in 3 ways on this – cleaning fee, booking and declination mark.

  • Michael Abernathy says:

    What a sorry run company. Cancels 2 days from check in because of the virus but they wanted my money 2 weeks before when virus was much more prevalent. Do NOT trust or rent from these scums.

  • Rhonda Blake says:

    I have resorted to writing Brian H Sharples, Carl Gordon Shepard, Melissa Fruge, Jon Gray, Jeff Hurst, and also write Expedia Group, which this company is part of. If Expedia, Jet Blue, gave me refunds due to hospitalization with stage four renal failure, why Vrbo doesn’t. DO NOT RENT 9219292ha; the owner said she was going to refund my money, then 1/2 the money thus far nothing and Vrbo still allows her to list the property. My contract is with Vrbo they should be obligated to refund if not legal but morally. I am sick of the corporations stealing for the working class are we are unemployed or underemployed due to COVID-19, and they get funds from the government our tax $$$ because the fact remains they pay little or no taxes. I FEEL VIOLATED.

  • Rhonda Blake says:

    Well, I think I have to engage a lawyer, I have not gotten my refund from Vrbo or the homeowner. I have documentation that my daughter was hospitalized, and I have gotten my money back. I will not the taken for a fool.

  • Heather says:

    Be careful before you book!! I am still waiting for my damage deposit refund. Homeowner refunded the money to is right after our trip but VRBO is holding our money for 3 to 4 weeks?????? I was told when I talked to them on the 27th of May that I would have my refund in a max of 10 days. Now I’m being told I have to wait another 3 to 4 weeks??????? Never use VRBO again

  • Rhonda Blake says:

    I am still waiting! Almost two months. I did get an email asking if I got a response a week ago, so I am awaiting the outcome. As mentioned, I am a GM of a hotel and had to furlough 35 associates; I contribute monthly to food baskets as my staff is in need. I have decided once I get my money back, I will make that a contribution to feeding my team. Our hotel will not re-open until August 1st, and my staff is struggling. It is morally reprehensible to keep the money of a client who was in the hospital with renal failure and was medically unable to travel. There were two choices 1. Travel and die 2. Stay in the hospital and take dialysis. Guess what choice we made. I provided the medical documents and now is on a transplant list, and I am still waiting. We always find in our DNA to care about others. MOREOVER, THE OWNER SHOULD NEVER BE ALLOWED TO RENT WITH YOUR COMPANY. THIS IS OUTRAGEOUS!!!!

    • D. Haas says:

      Rhonda Blake,

      I am sorry to hear about you unfortunate experience. I am an owner and I go over an above for my guest. It has been extremely slow due to the virus, but recently has picked up. I have scheduled several travelers to stay in my condo. A traveler just left and was very pleased with his stay and plans to return. My problem is VRBO has not paid me one thin dime for any of the travelers to include this couple who checked in, enjoyed their stay, checked out and I requested their deposit be refunded. I too operate my condo using the funds that I get from VRBO. There are no funds. I have tried to reach out to VRBO over 20 times to no avail. I have 2 case numbers that are not good. The Payments Dept. is not working because of the virus and there is no help desk or anything. I have advised VBBO that I will not let the check in scheduled for May 30 check in with no payment. I realize this is not fair to the traveler but what am I supposed to do?


    OMG I did not know that I am not only person waiting to get my money back. The first house I had rented I email the owner and gave my deposit to VRBO. I cancelled in January because the lack of space and was told VRBO that will not get my money back per the home owner. I have called the owner with no reply. So I got the screw. I found another one that had the space I had booked it and they took out of my account $2,149.00 the same day I booked it. I cancelled this house because of that Virus going around. We are senior citizen and just wanted the family to get together for week. And now we cannot get any of our money back. VRBO is a terrible company. I am now up to $2,700 and boy that is a lot of money for us. PLEASE IF YOU ARE READING THIS DO NOT BOOK WITH VRBO THEY ARE CROOKED. I HAVE CALLED AND EMAILED THEM SEVERAL TIMES NO ONE ANSWER

  • Kathryn says:

    Canceled within the 100% refund period and three weeks later I’m still waiting for my refund. Called twice and have been given some made up excuse. I bet if I booked a new reservation today that my credit card would be charged immediately. Will never trust this company again.

  • Rhonda Blake says:

    Still, five weeks later, no one from Vrbo has called to refund my money. Why is that? Did they get any government stimulus money? I will start posting not to rent that property as the owner is not willing to give me back my money, and the company with whom I have the contract VRBO refuses to talk to me. I will not stop as it is INHUMANE, that my daughter could not travel (with supporting documents) if she did, she would be DEAD. BTW THE DIALYSIS DIDN’T WORK, SO SHE IS ON A TRANSPLANT LIST WHILE COVID-19 IS A GLOBAL PANDEMIC!!!!!

  • Rhonda Blake says:

    To date, no one from the company contacted me!!!!! My daughter could not travel, if she traveled, it would kill her I have the supporting document, and as today, no one hasn’t. I will keep posting until someone does. I want my money back!!! Stop pointing fingers at the homeowner; my contract was with you. I paid you directly. I WANT TO BE MADE WHOLE. A few hundred dollars will not bankrupt Vrbo!!

  • Chad R says:

    I cannot believe how VRBO treats its customers. I have had several friends who had to cancel with AirBnB and they have already had refunds. The customer service agents have all given me a different story and even though the owner of the property sent the refund to VRBO, VRBO will not refund it! I have already reported to BBB and now the state AG. This is a scam!

    • Rhonda says:

      This is what happened to me. My daughter was in the hospital with renal failure and can you imagine I didn’t get my money back, and wait for it….it was at the beginning of COVID-19. I plan to blast them on all social platforms. I am done with this BS. I have supporting documentation and still nothing. If the owner doesn’t want to refund the money, then they should not list her and take the hit. I cannot believe the inhumanity of this company.

  • Rhonda Blake says:

    I am still fighting to get my money back!!!!!! At this point, the owner of the home offered my $250.00; I paid over $761.38!!!!! DO NOT USE THIS COMPANY OR RENTAL AGAIN!!! I have provided the medical form that if my daughter traveled, she would die. She was in the hospital. No one at the company contacted me to make me whole. I am in the manager of a hotel, and I would have made my customer whole and get the money from the homeowner or say it’s the cost of doing business!!! NEVER NEVER NEVER AGAIN. I will certainly post this and share with all my friends who are like me travel 4-5 times a year and rent homes. Expedia did the right thing, and Vrbo is part of this company. I WANT MY MONEY BACK IT IS INSANE.

  • Rhonda Blake says:

    “I spoke Vrbo this morning they said you are the one who is refusing to issue the refund, I have suggested they give me back my money and ask you for it. If you refuse then they can make the choice of taking the financial hit for humanity’s sake or decide what they do with clients who under extreme circumstances refuse to refund a working-class person who rented a property for her daughter’s graduation. This is my 4th rental with Vrbo, I will not stop until the right thing is done! This is insane, I am not a rich woman, my daughter who is in her mid-30s has been struggling with Lupus since she was 19, and has had operations every year for the last 5 years spending a minimum of a week in the hospital.

    She was determined to get her degree in education and Lupus took away her opportunity to walk the stage, but we endured. Jet Blue refunded, Expedia for car rental refunded yet this is the only one. THIS IS DOWNRIGHT INHUMANE.

    In the heights of a pandemic, my daughter is in ICU and I have to fight for $761.38. Why? BECAUSE IT’S THE RIGHT THING TO DO!!!

    I cannot imagine why someone would do something like this.

    On a more personal note: I hope your parents are doing well with this pandemic. Please stay safe, let’s hope COVID-19 ends soon. As a caregiver it never ends, luckily she was tested and doesn’t have the DREADFUL COVID-19.


  • Harry Baker says:

    I am a homeowner in Hyannis Massachusetts and I am giving full refunds if asked. If you would like to come to our 4 bedroom, 4 bath house and be close downtown, the ferries, and the beaches, look us up.

  • Rhonda Blake says:

    I want someone to return my call.

    Reservation ID

    Mar 5, 2020

    Mar 9, 2020


    6 adults

    Owner name

    Message from the owner

    Hi Rhonda

    I just got off the phone with Home Away. They are saying the policy was 50% refund 14 days before the check in, since the cancellation was only 2 days before… they only refunded you the taxes and the processing fee.


    My daughter was in the hospital and couldn’t travel; she is a Lupus patient and was experiencing renal failure, I have supplied her medical paperwork to get my refund. It’s heartbreaking enough that she worked so hard to get her degree after she was told in order to live she will have to stop working so she worked on getting her degree on-line only to be admitted with renal failure and couldn’t travel to her graduation. Furthermore, this was the beginning of COVID-19.

    My daughter now is ICU because dialysis isn’t working and I have struggled to get my money back. Lee Soto wrote to me and said she would refund my money but it’s your company who is refusing to do so. If the airlines did why can’t you!

    I will not stop until I get my money back this is obscene and inhumane.

    Rhonda Blake

  • CarrieL says:

    Here is the post I put on Yelp a few days ago. To add to that post, I have still not received my $499 and $500 deposits that VRBO reps have told me will come through even past the seven business days.
    Scottsdale, AZ VRBO rental
    Property# 800247
    Property owner-Kenneth Moore
    Let’s be clear, VRBO should NEVER be used to rent a vacation home. Coronavirus has exposed their fatality-flawed business model. Property owners have complete discretion as to whether or not guests will receive any refund even in an unprecedented event such as Coronavirus. This allows greedy and unscrupulous property owners to profit at the expense of their clients’ Coronavirus experiences. The property owner, Kenneth Moore, in Scottsdale, AZ, has indeed refused to even discuss the possibility of even a partial refund. He also was aggressively rude, dismissive of the pandemic as a real threat, even likening the virus to Corona beer in a sarcastic tone. VRBO’s policies only allow for direct negotiation between the renter and the owner. It’s a toss up whether one gets responsible owner who understands the gravity of this pandemic, or you get a Kenneth Moore. As I tried to use my only recourse and negotiate with Mr. Moore, I was eventually met with threatening words, declarations that all communications will be stopped, and his final words of “I’ll see you in court.” I could go on for pages. I’m now out approximately $7,000. But I’d rather be out this money than gather with my friends and fly from all over the country to meet for Spring Training and endanger the safety of ourselves and anyone we would have met on this journey. All I could say is to stay away from VRBO, property #800247 and owner of this property, Kenneth Moore.
    Useful 1FunnyCool

  • Nina says:

    Filed a bbb complaint against vrbo on March 26, 2020. We had booked a trip to London 6/3-6/8. We received an email in 3/25/20 from vrbo warning us to check our cancellation policy due to covid 19. We then called the next day to cancel. They took away the cancel button on the app so now you have to call. I called and was placed on hold for 45 minutes. I asked to cancel and the woman told me I had to call the company that fulfilled the booking sweetstay , even though I booked through vrbo. Please note vrbo did charge me a fee of 277.30 on 1/16/20. On their website it says that they are waiving the fee. However, even so I am well within the refund period and they still won’t refund. Continuing on , I contacted sweetstay – the vrbo partner- on 3/26/20. I was charged 2,140.51 on 1/16/20 by sweetstay after booking with vrbo. I Talked to the ceo. He advised that he had already spent my 100 percent refundable deposit . He says – hopefully- he will be able to refund my money in 9o days. He advised that he refunded everyone who called before me so apparently he spent my refundable deposit on them. Sounds like a shell game. This is outrageous . Vrbo escapes after false advertising – if there is a refund policy and I have met it, then why am I penalized. Vrbo is happy to take your money but they will not refund your money even when you meet the policies that they have set. Vrbo does not care I will never book with them again and I will tell everyone about his badly they treated me.

  • Kim C says:

    Adding to this very long list of disgruntled comments may not help the issue, but I doubt it can hurt. We have attempted to cancel our VRBO rental in Anna Maria, FL and have a very uncooperative and ignorant owner to deal with. Our state is under a “stay in place” directive, which I believe translates to “don’t go out unnecessarily”….a vacation is unnecessary, especially when it involves a group travelling to a state who’s majority of residents exceed the age of 60. The age group most in danger if they contract Covid 19. There is not a person on the planet that has not been affected negatively by this wretched virus. The owner of our rental is no different. Every human being is losing money right now. This is a time to show compassion and goodwill and know that if that is done, it will be rewarded in the future. These VRBO owners not exhibiting these traits will understand what Karma means….as well as social media backlash.

  • Pamela Williams says:

    Filing complaint with BBB in Texas today again VRBO for refund. We did not stay in the property as the owners did not send us unit number or keypad information. VRBO knows this as they tried get in touch with Mitzi and Jeff, the property owners, as well and VRBO ended putting us in a hotel, STILL not refunding. This happened in December, still fighting in March.

  • K Muse says:

    This is a never ending nightmare for everyone. I am not sure anymore about VRBO, it seems to me that they have just given my money away for free. I am not able/allowed to attend this vacation rental. They are not holding the property managers or homeowners responsible. I want a complete refund, not a credit. They had no problem taking my money and there is no guarantee that I will be able to make good on that credit within the next 12 months. I have to use the entire (credited) amount, or lose it. Not to mention, How hard it was putting the trip together in the first place. I know this will have a major effect on them financially, (Based on what was told to me from the property manager – Hailey at Whaley Management) so they have decided to keep my money and say “screw you”. This trip is non-essential and not worth me risking my health or the health of my friends and family. This has caused me much stress and anxiety over the past three weeks, trying to communicate with the property manager, not including having to deal with my own personal issues. This issue should be the least of my worries. So thank you VRBO, for me stupidly thinking I could TRUST you.
    I will RECOMMEND to all of my Friends, Family, Colleagues, Neighbors, Nurses, Doctors, Church Friends and Family, Everyone I talk, text and email, to NOT USE VRBO. Because, in the most vulnerable of times YOU Turn your back on customers to uphold a unstable platform.

  • Kelly Hamilton says:

    I have spent hours on the phone trying to get a refund!! The property owner refuses to answer the phone or return my call. I have spent hours on the phone trying to get someone from Vrbo to help and keep getting hung up on and was told by one VRBO rep that I should call a lawyer. They are beyond unprofessional and it’s disgusting that they are trying to profit in such a terrible time. This is my first experience renting thru a company and it’s been a nightmare. I will never use VRBO again and make sure everyone I know won’t either. Airb&b are refunding their customers because it’s the human thing to do. Shame on VRBO!!

  • Kelly Shader says:

    I made a reservation in February 2020 for a trip scheduled for end of August. Up until a month ago I was successfully able to access my account and communicate with the owners via the app. I tried to login to my account on the app a month ago and it said my password didn’t work. After many failed attempts, I selected to “reset” my password. I never received the password reset email. I called VRBO where customer service said they’d have to escalate to their tech support team and call me back. You guessed it, no call back. 30 days later I call back again. After TWO and HALF hours and THREE departments later, I find out that someone hacked my account with VRBO. This was the first i heard of this from them. Never received an email, letter or phone call. This wasn’t a surprise to me as my personal email had been hacked. After all their research they cannot figure out how to reverse the block that they put on my email. They want to set up an entirely NEW email account, cancel my reservation with the owner, get a refund, set-up a new reservation and recharge my card. This is INSANE. Someone tried to get into my PayPal account and PayPal has their act together that all i had to do was change my password. This is not for me to solve because your systems suck. I fortunately have the owners name and contact information from an earlier VRBO email and was able to contact them and tell them that I’m not sure how i can communicate with them or finish out the reservation because I do not have access to my account. What a disappointment. Moving on to Airbnb. I paid a 237.00 Service Fee to VRBO for what???????? Crappy service

  • Mark says:

    I’m on the bandwagon now, too. Filed a complaint with the BBB and now going to Nevada and California AGs with formal signed documents. The wheels of justice may be slow, but they generally find their way to the appropriate culprit(s). Unethical business behavior has a tendency to eventually root out bad apples (leadership). I’m sure we’ll be communicating again.

  • Wendy Mullis says:

    VTRIPS Is horrible and not refunding me for having to cancel so therefor I will never book again thru VRBO or VTRIPS or any of you

  • Wendy Mullis says:

    Very disappointed right now that I can’t cancel and get a full refund for my trip, I am not sure when we can go later to reschedule!! You guys should handle this better!!! Makes me never wanna use VRBO again and I will be posting on my social media about this!!!

    • Josephine Chavez-Backster says:

      I totally agree! Prop manager forcing me to cancel when I live in shelter-in-place county AND accept 50% refund (!) or 100% credit for future booking BUT charge me additional $1500 for future booking! Piss poor job VRBO! BTW, waiting 30+ mins to try & get chat—wake up VRBO!

  • ACP says:

    By the way, the property owner that is refusing to refund or rebook is property #652206 in Waimea Hawaii. Her name is Elena.

  • ACP says:

    I am horrified at the way VRBO is handling the Cover-19 crisis. The customer service is terrible and what’s worse are the property owners. I will NEVER use VRBO again. Airbnb is the more reputable company. I am willing to reschedule my trip and the owner won’t even do that. The airlines refunded my money, the hotel refunded my money, the rental car agency canceled my reservation, but not VRBO. I was told I’d even have to pay the cleaning fee even though I won’t be staying at the condo. They should be ashamed of themselves.

  • E Garrett says:

    My husband and I had travel plans departing 5/14/2020 for a 6 week trip to Italy. We booked two different VRBO’s….one in Lucca and one in the Naples area. I cancelled both on 3/16/2020 via the VRBO site and both were well within the cancellation policy stated by the owner so I figured we’d be getting our money refunded on both. BUT, I received an email from VRBO and one of them states we were not eligible for any refund and the other states we’d only be getting back the 100 euro deposit. As I stated, one had a 30 day cancellation in advance of the arrival date for a 100% refund and one had a 14 day cancellation in advance of the arrival date for a 100% refund and we met both those parameters however I received these emails stating in total I’ll be getting back only 100 euro for nearly $3000.00 US paid IN ADVANCE. How is this possible??? Can’t get through on the 800# and the online chat feature never responded after sitting online for over 3 hours. This is unacceptable.

  • Lisa says:

    Very disappointing that government is issuing two week quarantine and stating “travel not recommended” to help prevent the spread of coronavirus. Restaurants and bars being shut down. VRBO needs to provide refunds the same as air B&B for vacations scheduled and canceled due to the coronavirus.

  • Liz Gilman says:

    We had booked, through VRBO, a small cottage owned by Ian MacKenzie in Dornie, Scotland (Property ID 452702). We called him after travel from the US was restricted due to the COVID 19 and he very kindly found out how to give us a full refund, including service fee! We appreciate this generousity because we understand this is his livelyhood. Mr Hurst, you said in your email to us “We are finding new ways to reward their flexibility and understanding during this time, and we encourage you to try to work out exceptions to their policies with them first.” Please do your best to reward this man!

  • RHG says:

    RHG In regards to my post earlier today 3/17/2020. I am happy to say, Luana Hawaii Realty reached out this evening and said they would give us credit toward a later date! Thank you for working with us Luana Hawaii Realty!

  • RHG says:

    Stand behind your email statement “We understand the hesitation to travel in light of COVID-19. Family is our number-one priority.” and “We want you to make the best decisions for your family’s safety and well-being, and know that we’ll be here when you’re ready to reconnect and decompress on a getaway together.”
    Most importantly you stated “Homeowners and property managers who list homes on Vrbo have been encouraged to adopt more flexible cancellation policies in light of COVID-19 and offer full refunds to those who wish to cancel for concerns of their own well-being.” These are extenuating circumstances, not just some whim to cancel! This group refuses to refund or even reschedule. Been trying for a while, still approx three weeks out – (put some pressure) on GAIA Hawaii Realty Vacation Rentals/Luana Hawaii Realty Ilikai Hotel & Luxury Suites 1777 Ala Moana Blvd. Honolulu HI 96815. Not the time to vacation with health risk and closure of many sites and attractions that people go to the Hawaiian Islands for, such as Pearl Harbor National Memorial temporarily closed due to the coronavirus. You would think they would want repeat customers and referrals, won’t happen here at this point! Lost business will cost them more than the $1,920 I paid so far!

  • Dahl Simpson says:

    Will VRBO please step up to help the American people during this COVID-19 epidemic and release all renters of VRBO properties from their contracts. AirBnB did just that. Come on VRBO ! The world is watching.

    • Tom Williams says:

      I am attempting to file a complaint with the Texas attorney general’s office. My wife is a school nurse and sees literally thousands of students K-12 a month. Imagine the disruptions if we were to ignore all of the official travel guidelines, social distancing, contact mitigation etc., how irresponsible would that be in a worst case scenario. This is a very short sided position and unless VRBO acquiesces on this idiotic policy there should be consequences that would hopefully blast their bottom line.

  • Karin Williams says:

    I can’t believe that AirBNB is offering cancellations with full refunds and your company is not. I will be booking on AirBNB going forward and telling everyone I know

  • George Cohlmia says:

    How does one file a complaint on a VRBO owner for wanting to keep half of a reservation that needs to be canceled because of the coronavirus? Rather than returning $4300, she wants to keep $2150 and she has months to be able to rent the property.

  • Edward EPSTEIN says:

    I know this is in extraordinary times given the covid-19 but your customer service is shocking, your chat process means that u have to be glued watching your monitor !!! phone forget it !! you need an email availability (you are seriously damaging your future goodwill). in my situation we have had to cancel our booking to New York no problem getting the $$ back but to get the VRBO service fee is a big problem , any further solutions would be appreciated.my booking was #332976vb and phone number 778 838 2308

  • WWilson says:

    No CS , contrived apologies after purchase of nonperformance & insidious excuse making.

  • Jewel Casey says:

    Re your TV ad: what if the young boy was telling his mother about the BOY at school he likes . . .

  • >