VRBO Questions & Answers

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Here’s what consumers have asked with answers from VRBO staff and previous consumers.

39 questions answered

23% answered in 1 day

Question:

As a former property owner that has listed on your website. i am wondering if you have done anything to improve your customer service ? As a former property owner that has listed on your website. i am wondering if you have done anything to improve your customer service ?

Answer:

I doubt it. I am about to be a former listing owner

By Char H. over a year old

Question:

My bed and breakfast gift card did not work. when i got home i checked the balance and it said the card was invalid. how can this be fixed? My bed and breakfast gift card did not work. when i got home i checked the balance and it said the card was invalid. how can this be fixed?

Answer:

Uh, Did you call them?

By Reginald M. over a year old

Question:

Why does my listing come up last out of over 1000 listing, when we only have 4 properties in cotati ? and no posting on the map ? Why does my listing come up last out of over 1000 listing, when we only have 4 properties in cotati ? and no posting on the map ?

Answer:

Because they lie about locations and mix towns together so you are competing with listings in whole other zip codes. The same thing happened to me and i now get no bookings and am down to about 300 when there are about 50 properties in my zip code.

By x x. over a year old

Question:

Why was i charged an additional $399 after booking a rental with vrbo? i never paid this additional fee before. i was told this scam is common when using your web site. how do i get this charge reversed? Why was i charged an additional $399 after booking a rental with vrbo? i never paid this additional fee before. i was told this scam is common when using your web site. how do i get this charge reversed?

Answer:

VRBO and HomeAway, owned (and now ruined) by Expedia, tack on a service fee. How do you get it reversed? You cannot. Next time search (Google) a true owner to renter website for the area where you would like to rent.

By Amanda B. over a year old

Question:

No response from owner; do they wait on 2 week rentals hoping for 3 month booking ? No response from owner; do they wait on 2 week rentals hoping for 3 month booking ?

Answer:

A while back, VRBO/HomeAway enabled travelers to send the same inquiry to many, many owners at the same time (like hundreds). Owners often spent a lot of wasted time responding and received no replies or bookings from guests. Also, if you are asking for discounts or obviously not thoroughly reading the listing, expect to be ignored, and rightfully so!

By Amanda B. over a year old

Question:

House was misrepresented. asked owner for refund for 7 nights unused...owner agreed then never sent refund. shall i contact the police for felony theft? i have it all in writing. House was misrepresented. asked owner for refund for 7 nights unused...owner agreed then never sent refund. shall i contact the police for felony theft? i have it all in writing.

Answer:

This would be contractual, and a civil matter. The police will not get involved.

By Amanda B. over a year old

Question:

I need to talk with a vrbo rep. i am an owner. is there a phone #?

Answer:

The number is 877 202-4291. It is really hard to find and I don't think they really want calls. I have it saved on my phone since I have so many issues with them. I am increasingly dissatisfied with VRBO and will likely advertise elsewhere.

By Char H. over a year old

Question:

Can an owner delete a review if they don't like it? Can an owner delete a review if they don't like it?

Answer:

No they cannot. I asked to have a review removed that was simply full of lies and even notified VRBO in advance that a guest was trying to extort me to refund her money based on a completely untrue review, in which she referred to my Property Manager, a beautiful young woman in her 20s, as a "creepy woman". VRBO allowed this to be posted, but when I tried to respond saying the review was malicious and untrue, VRBO replied they would not post my review unless I "polished it". Apparently, it is OK for a guest to refer to someone as "creepy" and VRBO will publish. To say a review is untrue, is "unprofessional" and "lacks polish". VRBO will not take this review down, even though it is completely out of whack with our other reviews and it was the product of a failed extortion attempt by a guest.

By Janet E. over a year old

Question:

Your website now sucks! who do you feel more passionate about screwing? renters? or owners? i suppose neither since you are screwing them both! you new name on the internet is "ex-greed-ia". hopefully you will out of business soon. Your website now sucks! who do you feel more passionate about screwing? renters? or owners? i suppose neither since you are screwing them both! you new name on the internet is "ex-greed-ia". hopefully you will out of business soon.

Answer:

This company definitely screws the Owners and completely overcharges the renters. I have beautiful properties and do everything to make my renters feel at home. I just need to find another accomplish that.

By Debby P. over a year old

Question:

I have paid a down payment on a rental house on long beach island in surf city. property number 3753521. i cannot bring that property up on my search in my vrbo account. why? I have paid a down payment on a rental house on long beach island in surf city. property number 3753521. i cannot bring that property up on my search in my vrbo account. why?

Answer:

Owner may have actively terminated their VRBO contract due to conflict over new rules, or VRBO may have suspended them for non compliance or for trying to deal directly with customers. (Then again, you could be the victim of a scam... hope not!) I am hoping you have contact info for the owner from your initial booking communication -- or an address to which you sent a check -- but if not, call HomeAway at this number to ask for assistance. 1 (877) 228-3145

By Marcia B. over a year old

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VRBO Questions & Answers

As a former property owner that has listed on your website. i am wondering if you have done anything to improve your customer service ? As a former property owner that has listed on your website. i am wondering if you have done anything to improve your customer service ?

My bed and breakfast gift card did not work. when i got home i checked the balance and it said the card was invalid. how can this be fixed? My bed and breakfast gift card did not work. when i got home i checked the balance and it said the card was invalid. how can this be fixed?

Why does my listing come up last out of over 1000 listing, when we only have 4 properties in cotati ? and no posting on the map ? Why does my listing come up last out of over 1000 listing, when we only have 4 properties in cotati ? and no posting on the map ?

No response from owner; do they wait on 2 week rentals hoping for 3 month booking ? No response from owner; do they wait on 2 week rentals hoping for 3 month booking ?

I need to talk with a vrbo rep. i am an owner. is there a phone #? I need to talk with a vrbo rep. i am an owner. is there a phone #?

Can an owner delete a review if they don't like it? Can an owner delete a review if they don't like it?

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Is this your business?

I need to talk with a vrbo rep. i am an owner. is there a phone #?