Vrbo Reviews 119,010

Their customer support is as useful as a waterproof towel

VRBO won’t let me rent a place near our house to host family overflow, because their computer algorithm thinks we must be throwing a big party there since it is so close to our own home. When I talked to a customer service manager to try to get it resolved last time, he said that he can’t do anything to override their computer system. Not sure what good a manager is that can’t override a faulty computer program.

We rented a property in Palm Desert in Chaparral Golf & Country Club, a lovely community, 36 Maximo Way The rental was for 2 months and upon arrival we discovered the online photos on VRBO were deceptive and taken when the property was listed &. purchased in 2020. Well, we settled in but I was not happy and really what could we get the owner do? Kick us out? I met an individual who's friend rented the place in January and felt it was 'disgusting' but did not write a review sadly. I felt it was necessary to write a honest review. Of course, the owner lashed out at my husband, oops, forgot to say it was me. I have made several attempts to contact VRBO to have her listing removed with no luck. She has written a terrible nasty review of us, even though I left her property in better condition.
Here are my notes from our stay.
- [ ] Had to replace five ceiling brunt out light bulbs
- [ ] Did not attempt to replace a burnout light bulb in a shower, owner told us to call handyman
- [ ] Lights underneath the microwave/cabinets do not work
- [ ] Bugs in lights in the ceiling kitchen
- [ ] Office chair badly stained
- [ ] Office chair difficult to move due to cracker plastic carpet protector
- [ ] A lot of tchotchkes throughout
- [ ] Felt place needed a deep cleaning
- [ ] Issues with main tv ; had to deal with spectrum ourselves, no instructions/info re available channels
- [ ] Disorganized overloaded kitchen drawers/cabinets
- [ ] Expired food items in refrigerator/cabinets
- [ ] Unnecessary amount of furniture inside & out
- [ ] Found personal clothing /items in drawers
- [ ] Ice maker not working ,fixed holder
- [ ] Dirty windows
- [ ] Mirrors appears like a dog drooled, others need to be cleaned
- [ ] Rotting fruit on ground
- [ ] Had little tiny ants /purchased traps
- [ ] Photos on VRBO are from 2020 realtors images. Misleading current furnishings
- [ ] Clothes, personal items still in some drawers
- [ ] Wonky toilet in main bedroom bathroom, leaking
- [ ] Main bedroom mattress sheets not new cleaned??
I really hope my honest review will steer potential renters away.

I have had multiple bookings canceled lately by the hosts. Months after I booked. Even though I was I refunded the pricing of what was left in the area to book went up so I ended up paying more. In one case the booking was canceled the day before and the host said they had not owed the property in a year and did not know why it was still listed.

I cancelled my Vrbo reservation before the stated deadline, yet Vrbo has refused to refund my money. I’ve now had to make over 25 phone calls, repeat the same information to multiple agents, and still have zero resolution. Every representative promises a follow‑up that never happens.

This has been one of the most frustrating customer service experiences I’ve ever dealt with. Vrbo advertises clear cancellation policies, but apparently doesn’t honor them — even when the customer follows the rules exactly.

If you’re considering booking through Vrbo, be aware: you may not get your money back even when you cancel on time, and you’ll spend hours chasing support that goes nowhere.

I booked a property advertised as a “LUXE” home at BigBear, California (16 January 2026 - 18 January 2026) for a special birthday weekend, but the experience was extremely disappointing.

Address: 40577 Simonds Dr, Big Bear Lake, CA 92315
Host: Ella Homes Inc Vacation Properties Management
Vrbo 148760269

There was an active mouse problem—multiple guests saw mice in the kitchen, and we found droppings on surfaces where food was prepared. To make matters worse, mouse traps were hidden throughout the kitchen, including under the stove and behind the trash, suggesting the issue was known but not disclosed.

This property was clearly misrepresented, and the experience did not match the premium standard that was advertised.

See notes from VRBO Support. We never heard back!!!
Greetings from Vrbo Customer Support!

Your issue has already been escalated to the dedicated team for further investigation.
Should you have any additional questions or require further assistance, please do not hesitate to reach out to Vrbo Customer Support at 1-877-202-4291. Our team is available to assist you with any inquiries you may have.
Please note that replies to this email will not be monitored, as this case has been closed.

Regards,
Debapriya
Vrbo.com Support Team
Vrbo help

I have used VRBO dozens of times but this is the 1st time I have had customer service problem. I rented a place in Galveston, TX and ended up having to move out on the 1st full day there, due to a super pooped up balcony from pigeons. I could not even open the balcony door for health and sanitation reasons. I have had a back and forth with the owners, no luck, and VRBO CS. VRBO gave me one days refund and their service fee refund. I had reserved 5 nights. Even though their policy says:

"VrboCare™
We're committed to protecting your stay and your peace of mind. Every booking is automatically backed by our VrboCare™ guarantee.
Before, during and after your stay, we're on call to make sure things go smoothly. If there’s a significant issue your host can't resolve, we'll help you find a similar place or get your reservation refunded. That's our promise."

They did not feel they were responsible for their owners. I wish I could post pictures. Everyone I have shown stated how disgusting the bird balcony was!!! I am disappointed in VRBO and will use them cautiously in the future, if at all.

We stayed at this property in the Phoenix, AZ area for 4 weeks. While the pre-check in experience was actually very positive, it ended after we checked in. The owner (who was our main contact) never checked in to see how things were going, and now we know why: It was very tired, run-down, dusty, the appliances were loud or didn't work, the windows whistled when it got windy, the internet was slow and went off several times, and the TVs were old as the hills. The Mr. Coffee maker had to be over 40 years old... really?! The furniture was old and the cushions were so flat... come on! We paid a lot of money for our stay. And NOW? Our review has been rejected TWICE! VRBO is there to protect the host and to block out bad reviews. Call me naive, but I am floored they are blocking an honest review. Certainly not ethical and borders on fraudulent.

Misleading Listings and Zero Reliability
I tried booking through Vrbo three separate times, and each time the property listed turned out not to be actually available — even though Vrbo showed it as active. Hosts didn’t respond, and every request expired after 24 hours.
At one point, I even contacted Vrbo customer service, and they assured me the reservation was confirmed and everything was fine. That turned out to be completely wrong. I had to reach out to the host directly, only to learn the property wasn’t accepting bookings at all.
The issue wasn’t a one off mistake — it happened repeatedly over the last 12 months. Vrbo is showing properties that aren’t really on their active list, and their support team gives incorrect information instead of verifying anything. After this experience, I can’t trust the platform to provide accurate listings or reliable customer service. Platform should be taken down for good.

I was a offering our properties on VRBO and had people ask to book before allowing. Suddenly the site allowed an instant booking w/o consent. I cancelled and VRBO punished me saying that they were going to take $1,800.00 of our next booking! TERRIBLE SITE STAY AWAY.

Booked a reservation, deposit was charged to my card and received confirmation for reservation. Exactly 8 minutes later, the host messages me that the house is no longer a listing on VRBO. She won’t respond to messages or calls to cancel the reservation and refund my money. VRBO was no help. Said they can’t cancel the reservation and host has already been penalized 15 times for doing the same thing. Yet, they keep listing her properties! WILL NEVER USE VRBO AGAIN!

Avoid at all costs.
I understand that they are run out of the USA and employ people for whom their first language is not English. Neither do they have any understanding of properties and tax rates in europe e.g. the taxe de sejour.
Appalling American outfit - find an alternative if you can but it will be hard to find as Vrbo has bought up the majority of providers - Another great American rip off!!

I booked a reservation, and hours later, the rental owner called me to say the unit was not available. She had told VRBO repeatedly that it was not available, yet, they kept it active on VRBO website. She has contacted VRBO to no resolve. I have to wait 5 to 7 days for my refund from VRBO.

I would give zero stars if possible. On 3/18/26 I tried to book a vacation rental in Destin, Florida. When I tried to book the condo, I received a web page that said the dates were no longer available. I thought ok no big deal, someone else must have been booking and beat me to it. So I went back and found a similar rental in the same resort, booked that one without issue. Only to discover a few moments later, that both reservations went through. I immediately contacted VRBO and the host to cancel the double booking. It didn't seem like a big deal at first but then I realized I wasn't getting my $1400 back. VRBO and the host has denied my refund due to their cancellation policy, even though it was VRBO's website error and I contacted them immediately. I am out $1400 for a rental I did not use and was booked for maybe 10 minutes at the most.

Subject: Formal Complaint - Non-compliant property and trip interruption due to medical emergency.

To whom it may concern,

I am writing to file a formal complaint regarding a reservation made through your platform for a property located on Foro Italico, Umberto-1- Palerme, Italy, for a stay scheduled from March 9 to March 31, 2026.

We arrived at the property on March 9, 2026, but were forced to leave prematurely on March 17, 2026, due to serious issues with the accommodation.

Upon arrival, we found that the property had significant deficiencies compared to the listing, including:
1- There was nobody to greet us upon arrival, despite me writing many times to the landlord,in the preceding hours of our arrival.
2- The number of the security at the front door panel did not answer and we were left, tired in the middle of nowhere , not knowing what was going on.
3- The area surronding the apartment building is full of bums and is very dirty with a pile of trash piling up near the mean entrance ( and accumulaling for many days and was never picked up). Unsuitable and unsafe surrounding environment.
4- The corridors leading to the apartment were damaged in many areas and some button lights of the elevator were defective. Overall dilapidated condition of the building. Not very impressive for the first impression.
5-Upon arrival, we found that the property had significant deficiencies compared to the listing, including:
Lack of adequate heating, making the unit uncomfortably cold and unsuitable for occupancy.
5- it was cold in the apartment and we had no additional blankets.
6- One chair in the living room was sheaky. ( some parts need to be glued).
7- We were short of hot water and heating, one day and landlord sent a tecnician to fix it.
8- The heating went on and off many times and we exchanged emails with the landlord regarding the issue. 2 specific emails regarding the themo pomp were never answered.
9- The left window in the living room needs proper fiting as the air comes freely on one side ,in the room.
These conditions had serious consequences on my spouse's health, who became significantly ill during our stay. As a direct result, we had no choice but to terminate our stay early and arrange for her medical repatriation to Canada for treatment. She suffers broncho-pneumonia.
10-Drapes are dirty and need to be cleaned
11- 2 steak knifes are missing.
12- There is no broom or vacuum cleaner.
13- Minor detail, the small flusing button in the main toilet is not functionning.
14- There seem to be a calibration problem with the thermostat.
15- It fills colder in the main toilet room then elswhere in the apartment.
16- One of the back burner of the stove does not function as demonstrated during the intial visit.
17- We noticed dirty finger spot near the main fridge door. ( needs cleaning).
18- Sink in the small toilet room does not swallow. Needs to be unblocked.
19- Plastic rubber seal on the shower door need to be fixed.
20- We could have used the wall A/C unit but we had no remote controls. ( I wrote twice and never got no answer).

Lack of adequate heating, making the unit uncomfortably cold and unsuitable for occupancy

Insufficient essential items, including kitchen utensils
Overall dilapidated condition of the building
Unsuitable and unsafe surrounding environment

These conditions had serious consequences on my spouse's health, who became significantly ill during our stay. As a direct result, we had no choice but to terminate our stay early and arrange for her medical repatriation to Canada for treatment.

As such, the property was:
Not as described on your platform
Not fit for safe and reasonable habitation

Therefore, we are requesting:
1. A refund for the unused portion of our stay, specifically from March 17 to March 31, 2026, i.e 15 days at 192.00$ canadian, a total of 2880$
2.
The opening of an investigation into this property

We have supporting documentation, including photos, correspondence, receipts, and medical evidence, which we are prepared to provide upon request.

Given the seriousness of the situation, we ask that this matter be treated as a priority.

If a satisfactory resolution is not reached shortly, we will pursue further remedies, including a credit card dispute and complaints to consumer protection authorities.
Please acknowledge receipt of complaint.

Sincerely,
Gérald St Pierre
514-831-0777

There was serious mold in the original booking with VRBO, called their emergency line to get rebooked and they helped move us to a new spot, and promised to refund the money for the original booking, however they never refunded the money AND added on extra fees for moving. I called to dispute this and they were almost impossible to reach and when I did reach them on a number of occasions they denied ever helping me at all or having promised anything. Because of this I ended up paying 2000 CAD more for booking. Never book with VRBO.

Place we booked with hot tub and sauna was overrun with mice. One ran out of the room within an hour of being there and ran back in. Hot tub was just filled and turned on so it was only 70 degrees. Sauna broke. Dirty dishes in broken dishwasher. Then we went to bed only to find pillows and sheets covered in mouse excrement. We contacted the company and explained we were leaving and did not stay even one night. Now they are leaving it up to the property owner to decide of we get a refund. Terrible customer service and just an all around awful company.

I booked a last minute rental, I bought the trip insurance through VRBO. May adolescent daughter who was also going on the trip had a mental health emergency requiring hospitalization. I had to cancel. There was no cancellation window since I was booking last minute. So I submitted the claim to the travel insurance VRBO recommend (Generali Global Assistance). I learned they have discriminatory practices against mental health. They will cover unplanned hospitalizations but denied my claim because my adolescent required emergency inpatient behavioral health hospitalization for a week. Covering hospitalizations for emergencies but NOT mental health emergencies is discrimination against those with mental health issues. I recommend everyone avoid both companies for this discriminatory practices.

HORRIBLE! They made the decision to discount our already very low rate without our permission. We still have not recieved any payment from them on any rentals. They simply took the money and have not paid us.

VRBO failed to protect guest from host property's demand for personal identification information, including guests' credit card numbers and irrevocable pre-approval of charges.