Steven S.

I paid for one movie and could not watch it due to buffering problems (possible on my end). I requested a credit or a cancellation of charge due to problems. I also requested that they close my account if they could not do that. I received zero response.

VRBO and Homeaway are owned by the same company and share the same customer service telephone system. I am a homeowner with a rental property and it is from this perspective that I write this review.

First of all, if you need to contact customer service for anything, plan on a long, long wait on the telephone. It is like entering a black hole. You might need to call because your site needs renewal, or to problem solve their search engine (which does not use Key Words, despite its claim) or a variety of other unexpected reasons. When you do reach someone they are very nice and can be helpful, but should you need higher level support, you need to hope they call you back (usually they don't call back unless you send multiple e-mails, and even then it is questionable. If if they do, hope you are available, because the only way back to them is through the endless waiting on the phone line. They do not provide any direct way to reach the person who called you. They say, "feel free to call us back if your issue is not resolved. They really should be advertising that they guarantee a long wait for customer service no matter when you call, 24 hours per day.

I actually switched to VRBO from Homeaway due to their terrible customer service (for two weels before my listing was scheduled to expire I had sent e-mails asking for assistance (they promise 24 hour turnaround - HA!. It was not until after the listing expired that I received a call. Only after I switched to VRBO did I realize that they used the same support phone line.

The site that the owner needs to input information is confusing as well, It is very easy to think that you listed three bedrooms and two baths and later discover that it only recorded 2 bedrooms and two bath, making your listing unfindable by someone who is looking for a 3 bedroom rental

So seller beware if you plan to use VRBO or Homeaway.