Vrbo Reviews 119,011

Vrbo ! 4 months i am awaiting a refund on the "glitch" booking that never existed but took my money !

i see now in the review that i am not the only one this happened to ! so please act on this and refund your customer !

Marriotts Ocean Pointe - 2 Bedroom

Only had us down for 2 night stay though we booked 4 nights. Marriott couldn’t do anything, VRBO somehow did the booking, some other company did the reservation and yet another company received our complaint, Was finally straightened out after many phone calls, lots of aggravation and wasted vacation time.

Day after I booked host said he forgot to increase fee for NFL draft so he wanted more money. I was not happy, but I said ok, then he tried to add more money on the second payment.

THEN he tried to charge me $200 deposit. I called VRBO And they talked to the host and assured me the host would fix price and not cancel. Host sent me messages repeatedly to cancel - I didn't . Next day he cancelled on me.

I spent over 7 hours on phone calls with VRBO, but he is allowed to relist AND with the higher price. He simply paid a 10% penalty.

Vrbo will not give me anywhere close to enough reimbursement to get a comparable place. 3 of us took off work and already spent money on tickets and reservations. As a customer that got ripped off, I got nothing but an I feel for you. Absolutely sickened by this whole experience.

awful customer support for their website and they try to force you to download their app and don't allow you to work on the browser

Been waiting 15 days for a fully refundable cancellation and now have to wait another 7 business days, WORST SERVICE EVER FROM both VRBO and STAYZ.

Beware!! Very distrustful company.
Canceled my vacation on time,owner returned funds and VRBO gave me a fight over returning their fees.
Reported to BBB and then the escrowed money was returned.
They count on you forgetting their fees are refundable as well as host if you cancel by stated date.

Beware booking anything on or connected to Vrbo! I tried to book a property on a third party site and received a "this property is not available" error. I thought nothing of it and moved on. Fast forward two months, and I get a random email from Vrbo about our "upcoming trip." I log in to the app, and they billed us $655.72 for that glitched booking. When I contacted support, I was on the phone for over two hours only to find out that booking didn't actually exist on my side or the host's side. I have now spent almost two weeks continually arguing and sending documentation to their support through Messenger and email and STILL do not have a refund. I am now disputing the charge through our bank. This is the worst customer support we have ever experienced!

I booked a vacation rental on Molokai for the first week of February. Online photos made it look beautiful, spacious, secluded. Slept four! We were given the phone number and email address of a "guest contact" who would assist us if needed.

First surprise was that the unit was part of a huge condo village with no cell service. No map to locate it. With the assistance of a passerby, we found the unit, but the lockbox code we were given didn't work.

Drove a few miles to where we could make a call. "Guest contact" didn't answer. Didn't respond to texts. We tried emailing only to discover the email address we were given was no good. Bounced. (Even when we got a text from the "guest contact" the next day, the lockbox code she gave us was also no good.)

Late late late that first night, Vrbo got us a lockbox code that worked — and we discovered the place was a pigsty. Filthy. Tiny. If it "slept four persons" at least two of them would be sleeping on the floor. So crammed with other people's clothes and belongings there was no place to unpack. Coffeemaker had a big sign, "BROKEN"; the only kettle on the premises was rusted out at the bottom. The place stunk to high heaven. The photos taken of the place were shot in a mirrored wall to made the place look larger. We had booked five days and five nights but left immediately in the morning. The place was uninhabitable.

I complained to Vrbo, requesting in fairness only a partial refund, less than half the $1400+ we'd paid upfront. Vrbo issued a tiny refund, not even the cost of one night's stay, and told me if I was unhappy, I should take it up with the owner. Which I tried; the owner conceded the cleaning service had quit, and the unit may have been broken into by squatters, but she decided to keep the full five days' rental fee anyway.

I tried to pursue it. But when I email Vrbo, all I get is a response saying "We're no longer monitoring this email." Meaning *any* email from me. Owner told me she's no longer renting the unit, meaning I was their crowning patsy, ripped off for over $1200.

Never again. Wouldn't stay in a Vrbo property if it was the last place standing on Earth post-apocalypse.

I booked a home that was listed on airbnb which I have used often. But the booking was redirected through Vrbo. The airbnb listing stated the listed prices include all fees. But was then charged a Cleaning Fee, Stay Tax and Service Fee through vrbo which jacked up the price considerably!

We trusted the brand and all I can tell you is renter BEWARE! The house we rented was the worse experience EVER…it was filthy, nothing worked, the pool was not swimmable, the best was when you tried to use the blow dryer, the ceiling light turned on which otherwise did not work…so a bit scary when using any electricity. Did I mention the gang across the street ~

Their website was built by a second grader and their agents have a first grade education. As owner of a property listed on VRBO for 15 years, everytime I call they don't recognize me. They finally told me it's because they had one letter in my first name misspelled. This frustrating issue where they would not speak to me because the had misspelled my first name is the least of the issues they have.

I booked a house in a city for over 2 weeks because my son had major surgery in that city, and we needed a place for him to stay during the surgery and recovery period that was close to his surgeon. I chose a property that advertised very specific things that we needed: private parking, full private access to a washer and dryer, a full kitchen with all items for cooking meals, a usable bath tub (as in not just a shower, but a tub for filling and bathing) and renting the full house, with no tenants or other parts of the home rented to others. I chose this property because we needed privacy and quiet for my son’s post-surgery recovery.

When we arrived, the property was far from ideal. We initially had no access to the washer and dryer, as it was in the basement, which we were told not to access under any circumstances, and which was behind a deadbolted door for which we had no key. We also arrived to find that there is a downstairs tenant. This was just the beginning of the nightmare.

The owner responded to my concerns by telling me we could use the washer and dryer, but only during restricted hours, and that it is shared with the tenant. We still didn’t have the key, and he finally told us where this was 3 days after we arrived.

I was extremely uncomfortable having to go down into someone else’s space to access the machines, and uncomfortable leaving my belongings where someone else has access to them, but we have no other choice. I have tried 3 times so far to use the machines and they have been occupied all 3 times.

The downstairs tenant is extremely loud. We can hear their conversations and laughing way into the night. When I expressed this to the owner, he told me “they will go to work, no worries.” Except the tenant (or maybe multiple people?) has been here 100% of the time, and we are on day 4 of being here.

The kitchen is a whole other nightmare. There are 3 pots/pans, all unusable. The dishwasher was full of dishes that had been washed but left there, as a pan in there was rusted and dripped rusty water everywhere when I emptied the dishwasher. There are zero cooking utensils. I had to purchase a set of pots and pans and kitchen implements to use while here, which cost me $65.

The bath tub won’t hold water- the drain stopper is not functional. So, I had to purchase a drain cover to make that usable.

Our second night here, I plugged in a space heater that was provided in one of the bedrooms, and it blew a breaker. Every overhead light in the house went out, as well as all power in the bathroom, and the microwave in the kitchen. Apparently these are all on one single circuit, which is illegal and hazardous. Of course the circuit breaker box was in the locked basement. I notified the owner, and it took multiple messages and a phone call and more than an hour to get this resolved.

And there are several other issues. The dishwasher is not properly attached to the counter and tips out when you open it fully and try to load it. The “game room” advertised is a shed in the backyard that the owner set up for the ad photo and then threw a bunch of junk into and shut, so it is certainly not a “game room.” The desk light in one room falls over when you try to use it, because it is in disrepair.

I reported all of the above to Vrbo within the first 24 hours of being here. They contacted the owner, and he denied it all, so Vrbo closed my case. I reopened it, they re-closed it. I reopened it and they sent me an email asking for all of the details again, but they sent it on the day of my son’s surgery, and I didn’t see it until the next day, when they sent me another email telling me I didn’t respond quickly enough, so they were closing my case again.

The owner is refusing to return any of my money at all. Vrbo says they can’t do anything. This is beyond unacceptable.

I had used Vrbo before without any issue but my confidence proved to be misplaced. I was given a healthy chunk of 'One Cash' last year which I thought I would put towards a booking this year - all good as it made a big difference financially. I booked the time off, prepared for the holiday etc. And then I got an email saying that the client had sold the property so I was going to get a refund. A bit annoying as prices have gone up as we get nearer to the date, but not the fault on anyone really. I found a slightly more expensive place for the same dates, thought I'd just pay the little bit extra. But oh, it seems Vrbo do not refund the Vrbo cash. Now Vrbo cash isn't unicorn tears - I'm pretty sure allowing me to reapply it to a new booking would be straightforward. But no, this isn't allowed so I suddenly find myself with a much bigger bill. The lesson is do not use Vrbo, ignore any cash incentives and observe the Trustpilot scores.

It is not possible for me to give a −10 review.Or I would definitely have done. You\nGuys are ridiculously unprofessional and ineffective , and that's no overstatement. I rented a home or thought.I did in New Orleans for a birthday celebration.For a Vietnam, war, vegan and basically received the home pass code and the address from the host.But we could not get in. We contacted VRBO it was hard enough to get through.And then we could not understand your representatives and i'm a black woman who is not racist but where they even in the united states , because they don't spend english well , not good for customer service , i'm sure I don't have to tell you. It was a rough neighborhood.We should not have been stuck out there at night.With all of the unsavory things going on around us , we ended up having to book ourselves into his two star hotel , which was all that was left for the. Fortunately, without your help, we were able to have a great event at Drury y plaza. If I could send you to hell , I would

Avoid booking through VRBO. The listings do not match the photos, are misleading and false advertising. There is no quality control even after issues are raised, reported and documented. It is irresponsible to continue to allow units to be rented that are clearly hazardous to customers. The customer service is ineffective and the reps are not empowered to provide solutions. You will receive different responses with no consistency and poor communication with no resolution. Completely disappointed in a very horrible experience with VRBO.

Absolutely hate the new commercial with the daughter in the hot tub with the wife and the dad asked if he could join in and relax. The daughters comment is terrible. Hate it!!

Absolutely deplorable. I booked reservation #HA-L8K4YW for a rental which was clearly listed as pet-friendly. The owner reached out via message stating the area AROUND the rental was pet-friendly, but that my small dog would need to stay in a crate outside or in my car since my pet was not allowed INSIDE the rental. I am not leaving my fur child in 30° weather outside, so I asked him to not proceed with the booking. The next morning, he booked it anyway, and I spent an inordinate amount of time on the phone with VRBO customer service who could do nothing to get my money refunded, or remove the 'pet-friendly' tag from the listing. Absolutely disgusted and will never use this app again.

I booked a house to rent and homeowner cancelled it so vrbo said they would cancel and give refund. Found out never cancelled and no refund so I had 2 reservations now and put out $3,000 in credit card charges. Now I have interest to pay

No response from Vrbo. Clearly the customer means nothing to this organisation. Still waiting for the Supervisor from the Resolution Team to respond to an outstanding issue, this behaviour is unacceptable!

I was trying to rent a furnished house near Salem, OR for several months.

My experience:
1. Airbnb: If you do a little internet homework you will find that Airbnb has many problems and has a poor reputation. On Google use the AI mode and enter "Airbnb problems". When we investigated an Airbnb rental, the owner of the property called us and said to not use Airbnb and do a deal directly with them. They admitted this was unethical.

2. VRBO and many property management firms: The price quoted on the web is not very related to the price that is actually quoted to the potential renter. Typical hidden costs are an application fee, taxes, renters insurance, service fee, property management fee, high cleaning fee applied periodically, and a high non refundable pet fee. This list does not exhaust the innovative hidden fees that these companies have come up with. The quoted prices will amaze you.

3. Zillow and dealing directly with the owner: Some references by Zillow are directly to the owner, and doing a internet rental search can also result in dealing with the owner. In my experience this is the best way to go. Typically there are not the hidden fees, and many property management firms have to get everything approved by management (delaying the whole process), plus many of the property management employees have poor English and don't understand the whole rental process. I found that dealing with the owners, or the owner's small property management firm, worked for me, they are usually straight talking and get to the point rapidly.

I found what I wanted by dealing directly with the owner.