It has been a nightmare trying to get a refund for a VRBO property that I didn't stay in. Upon arrival to the rental property on March 23rd to check in, the property was not in the best condition. So, I called customer service to cancel and file a complaint. They told me to send pictures and send the booking details. After doing so, they agreed with me regarding the home condition and they told me to check into a nearby hotel because they were unable to find an available VRBO home at the moment. They said I would receive the hotel reimbursement AND a reservation refund to use for the a VRBO home that they would place us in. We spent two days going from one hotel to the next waiting for them to inform us of the new VRBO home. When they didn't place us in a new home, we decided to end our spring break vacation early and went home. Now, 76 days later, I am still fighting for a reservation refund. As of yesterday, 76 days later, a VRBO representative informed me that on their end, their system shows I never canceled. Apparently calling customer service and speaking to the home Host regarding the condition of the home on the day of arrival did not constitute as a cancellation. So, I was supposed to cancel a different way. I still don't know what that different way is but I'm assuming I needed to cancel through the app. No one told me that when I called. In my mind, I canceled directly with them by speaking to a representative who said I would get a refund. I was told this via email. They said that email meant reimbursement for the hotel. I did receive a reimbursement but I thought it was the reservation refund because the reimbursement amount that I received was the same exact amount I paid for the rental home. I was told I would receive a reservation refund, so I thought the reimbursement I received was the reservation refund. After calling several times since March to get the update on the hotel reimbursement, finally 76 days later a VRBO representative informed me I already received the hotel reimbursement and I was not getting a refund for the reservation because the system shows I did not cancel. He said the reimbursement I received was the hotel reimbursement and not the reservation refund. Apparently, cancelling by talking to a VRBO representative and by talking to the home Host does not make it a cancellation. Why didn't the representative or the Host tell me despite this extenuating circumstance, talking to them and filing a claim report did not warrant a cancellation? Honestly, I still dont know what would have been considered a cancellation in my situation. There was no way to cancel through the app the day of my stay. When I spoke to the Host on the day of checkin regarding my displeasure, he apologized and proceeded to give me excuses saying others have stayed there and liked it. He never offered a refund solution. So, now VRBO wants me to work something out with the Host. Really? 76 days later? If he didnt give me a refund after we talked on the day of checkin, what makes them think he's going to give me a refund now 76 days later?! Clearly, I have to take other measures to get a refund. I have so much written proof that I didn't stay there but their system says otherwise. I'm very upset and disappointed. Do not book with VRBO! Never again will I do that. Besides the nightmare on that day with seven kids, and not getting my money back, this process has been even worst dealing with customer service. They are unorganized, tell you conflicted information, no one knows what they're talking about and their system is apparently flawed.

This is my letter to the CEO of VRBO:

September 11,2023

VRBO CEO Brian Sharpels
1011 West 5th Street, Ste. 300
Austin, TX *******

Mr. Sharpels,

I rented a small apartment in Medellín, Colombia from VRBO through your premier host, Barry Brachfeld. He promised to help me arrange airport transportation. That's when he called me an JACKASS for using all capital letters in one desperate email when he did not respond to messages. He left horrible disparaging emails on VRBO's website to me of which I copied some of them but then he tried to delete them. Unfortunately for him, VRBO's representatives told me that they indeed read the messages since he could delete them from me but not from them. They told me that what he wrote was terribly unacceptable. After the comment for using all caps, he also stated, "You told vrbo you didn't stay here? But how did we get your passport? What ever medication your on. Maybe just take half?". He also suggest that I should never us VRBO because I was the type of traveler that needed to stay at a hotel. (VRBO Premier Host?)

Since Barry B eventually told me to take an Uber from the airport, that is precisely what I did. And I arrived to an apartment that was shut, no one there, and I waited outside for almost 25 minutes. It was getting dark and I was in a foreign country. I've traveled extensively (using VRBO with excellent results) and have never been in such a situation. In addition, Barry B apparently gave my number to some driver who was supposed to pick me up at the airport. I was standing outside of the rental already arrived when I got a text from the driver saying that he was at the airport with a sign with my name on it. I told him Barry B told me to uber myself. He then threatened me by saying that I owe him the money for the cab ride because he went to the airport. He stated that he knew where I was staying and that he was coming to collect HIS money.

I called VRBO, because in addition to all of this drama, a young man came over to me on the street and began talking with me. He said his name was "Frank" and that he had the key to the unit. He let me in and then demanded $200 USD as a deposit for the key and the unit. I told him that this was NOT the procedure I've ever used in the past. He would not give me a key unless I paid in cash. I did and made him sign a piece of paper acknowledging receipt of my $200.00 USD. In addition, he took pictures of my credit card. So now with VRBO, I related all of this ridiculous information to the representative that was still on the phone. I told her that I did not feel comfortable staying in this apartment (in addition, it was musty and disgusting looking) since I was being extorted for money. She totally concurred and sympathized with me. She told me that she would find a hotel for me for the night. I waited patiently for over 20 minutes and then got disconnected. I took matters into my own hands, left that nasty rental and booked a different hotel by myself. I did not want any of this to ruin my trip (which it was doing already) so I told myself I would resolve this with VRBO when I returned to the United States.

It's been almost a month repeatedly contacting VRBO to get all of my money back. The representatives of VRBO could not have been nice but they have been totally ineffective in getting my refund. In fact, I am on hold today, September 11,2023 at 1:06pm... this call is over 26 minutes and over 20 of it is me on "hold". I will not give this up. I will be rightfully receiving my money. Frankly, I should be given a credit for all of the work I have put into this situation; hours and hours. I was in Berlin in March this year and my VRBO was outstanding and the reviewer gave me perfect ratings. I see already that Barry B also rated my stay and gave me one star in every category. Unfortunately, I was not in his place for more than one hour. I will continue to monitor VRBO and its premier host Barry B from Medellin, Colombia.

I love to travel but it will be a long time before I can trust VRBO again. I will be awaiting your reply.

Victor Budzyn III
*******@comcast.net

P.S. I was on the phone Monday, September 11,2023 from 12:41 PM until 2:01 PM trying yet again to get this resolved. I have spoken to over 10 different agents at VRBO and the last was Alicia, a supervisor who had me on hold repeatedly and then came back and told me there was nothing she could do. Again, Mr. Sharpels, I will be awaiting your reply.

We rented a VRBO in the Lakeland Florida area for an eight week period beginning May 20,2023.
When we arrived at the house, we could not believe our eyes. The kitchen was so filthy that we could not place anything in the refrigerator, nor could we use the stove or oven due to baked on grease and splatter. We contacted the host and he said that he would send someone to clean. The next morning, we cleaned up ourselves as no one came to clean. Five days later the host ordered us to move to another unit. We told him that we had spent considerable time cleaning and that we wished to remain in the unit. He again told us that we must move to another unit and he even threatened us with forcible eviction if we did not immediately move. He told us that the other unit was clean, but it was as filthy as the first unit. We again contacted the owner and he said he would send someone. Two days later the second unit had not been cleaned nor had we heard anything more from the host.
At this point we vacated the unit and requested the owner cancel the balance of the reservation. He confirmed that he cancelled the reservation but has refused to provide a refund. We contacted VRBO for assistance but they have not done anything. We paid a lot of money for what was essentially a dump. I think we are entitled to at least a partial refund. Attached are pictures of the kitchen in the first unit. The condition of the kitchen in the second unit was similar.
Is VRBO going to assist in resolution? The behavior of the host is clearly unethical, and the lack of assistance from VRBO Customer Service is alarming. I cannot recommend VRBO to anyone.

Below is a copy of communication between myself and the host via VRBO website.
Xxx sent a message
Feb 16
"Sounds good. You guys are from the area?"
Xxx sent a message
Apr 19
"Effective immediately you will not be allowed to park in the parking lot as it will be for residents only. Regrettably this change was not our decision. There is ample street parking in the area."
Xxx sent a message
Apr 19
"The decision to have only residents park in the parking lot is outside of our control. Urban areas oftentimes change parking rows to accommodate people and events. For some time we offered parking in the lot as a gratuity which we paid for. But this is no longer possible for guests and that area will be reserved for residents only. There is ample parking on the street and signs designate parking rules. You will discover that downtown Lakeland has many fun events including farmers markets on Saturdays first Friday as well as the food truck rally on the second Thursday of the month. These dates for these events as well as many others are subject to changes well. These events bring crowds and North Kentucky gets closed Friday evening through Saturday till sometime for the farmers market. Signage clearly marks parking rules. These are the things that cities do to bring events in. This is why we come to cities. Thank you for your understanding as the parking rules have changed. Please observe signage on the street to stay abreast of parking rules as the city may change parking rules as cities sometimes do and you will need to abide by those rules and we are not in control of city rules."
Xxx sent a message
Apr 24
"(Automated Message) CHECK-IN: Please don't forget to upload a copy of your government issued ID to this message thread. It must match the name on the reservation. A door code will be issued that grants access after an ID that matches the reservation is received. Failure to upload ID may result in cancellation of reservation without refund. We do permit pets but you MUST reach out to us and arrange payment for all pets/guests not listed on your reservation PRIOR to checking in. We always discover unregistered guests/pets. See house rules section regarding how we handle this. We would love to hear what brings you to the area. We are avid travelers and it allows us to make personalized recommendations. USE ONLY ----------- MAPS! This building is new and may not appear on your favorite mapping software. Access unit from parking lot, not the street. Xxxxxx Ave UNIT #xxx Lakeland, FL ******* You are not a resident and as such you must not park in the lot since that is designated for residents only. There is ample street parking all throughout the area which is convenient and easy. Check-in is after 6pm. Quick reminder about check-out by 11am on your scheduled day of departure: Before departing, please place all your dirty dishes/pans/utensils in the dishwasher, and start it using the provided dish-washing detergent. DISHES AND UTENSILS PUT AWAY DIRTY WILL BE DISCOVERED and a charge will be assessed. Sorry we had to say all this. You can imagine what we have seen Optional: We definitely leave 5 Star reviews for guests who start the wash of towels before leaving. We are a Mom 'n Pop operation and our Housekeepers are school teachers. They are tired and grateful if you do this. Remember to leave us a review. We always leave excellent reviews for our guests which will allow you to instant-book the finest properties across multiple platforms. VRBO is a part of the Expedia Group: Home Away, Hotels.com, HotWIre Orbitz, Trivago and CarRentals.com Thank you for staying with us! Your Host, xxx (this is an automated message)"
You sent a message
May 7
"I would like to request a check-in earlier than 6PM. We will be at the end of international travel. Would 3PM be OK?"
May 7
"Early check-ins are usually possible for a small fee. I will check with housekeeping and see if we can your unit ready early"
You sent a message
May 20
"xxx I have no answer on my request to check-in around 3pm. I also have not received an access code."
Xxx sent a message
May 20
"I'm checking with housekeeping right now Please stand by"
Xxx sent a message
May 20
"xxxx door code was created. Housekeeping will let us know if an early check-in is possible"
Owner has sent you a payment request
May 20
"Early check in, 3:00 p.m."
You sent a message
May 20
"On the road at present. Will submit payment later today. Tks
Xxx sent a message
May 26
"We've been trying to reach you to send housekeeping in but you blocked us on the phone and are unresponsive to text messages. We have another unit for you that's clean and ready to go and we don't know what else to do but we're willing to do whatever it takes to accommodate you so we've held that unit available for you. Can you call us please"
You sent a message
May 27
"xxx we have cleaned the stove and oven to a point that we can tolerate. Thanks for the consideration. Cell # 863 xxx xxxx the other number was temporary."
Xxx sent a message
May 27
"You're paying $85 a night plus tax for this unit and you're giving me a hard time. Hotels cost twice as much for one quarter of the space and you'll have one bedroom one bathroom no kitchen no living room no dining room. I offered you a unit next door in the building next door because this unit won't be available as of tomorrow"
Xxx sent a message
May 27
"The unit next door is identical in every way size furnishings dimensions. I need you to move over there today"
Xxx sent a message
May 27
"Unit number is xxxx that it's in the building right next to you in the parking lot where you have your unit now. You have the same door code."
You sent a message
May 29
"xxx On Saturday morning May 27 you called us at 08:00 AM and directed that we move out of the unit that we were in and move to another unit. In fact, you threatened us with forcible eviction unless we moved out immediately. I told you again then and in previous communication that although the original unit was not cleaned to a reasonable standard that my wife and I had cleaned it to a point that we could tolerate and would continue to reside there. Note that upon arrival, May 20th, we sent you a picture of the oven / stove and you said that you would send someone. In a follow-up communication after you expressed difficulty in contacting us via cell phone I explained that the original number was a temporary and provided you with a good, solid cell number. Saturday morning you told my wife that you would send someone to clean the second unit. This was around 9:00 AM. As of 1:30PM Saturday May 27 no one had showed to clean. At that time we decided to seek temporary lodging elsewhere. Had you followed your statement of sending someone to clean, and assuming that it was satisfactory we could have returned to your VRBO for the remainder of our reservation. As of 08:00 AM May 29 we have received nothing further from you. At this point we want to cancel the remainder of the reservation effective today and expect an appropriate refund of payment already made. If there is a satisfactory resolution I will not contact VRBO, nor will I post a review. "
Xxx sent a message
May 29
"You will need to select the "Cancel Reservation" option if that is what you desire"
Xxx sent a message
May 30
"We have received your request to cancel your reservation. Thank you for informing us that you have checked out already."

Booking in Charleston for two nights starting May 6th for 4 people

Host unresponsive for over a week, I call customer service number less that 36 hours from check in who tell me I have to continue to wait, which I reluctantly do

Host cancels the booking overnight, I immediately call customer service number at 730am EDT and they tell me they have escalated to a re-booking team who will get in touch with me "shortly". I again reluctantly agree to wait

3 hours later, I call back—again reassured that they have escalated the issue and re-booking team would be in touch soon. I reiterate that I am on a flight first thing in the morning and arriving in Charleston just before the check in time, so needs to be resolved today. I also reiterate that there is nothing comparable even available in Charleston anymore, so need to figure out other options. I am told this will be resolved right away

Another 3 hours later, I call back—same message, nothing can be done, need to wait for re-booking

Another 3 hours later, I call back—I am assured that this is being dealt with, I get disconnected

I call back—I explain my story, I get disconnected
I call back—I explain my story, I get disconnected

I call back—I get through to someone, once again tell my entire story, I am told to speak with someone in Traveler Care (first time anyone has told me this), I get transferred and, you guessed it, I get disconnected

I call back—get through to someone as ask to be connected to Traveler Care, she says she is part of that team and can assist. She looks up my case number and says she will book my party in a hotel and to "stay on the line, I am looking up options, we will not get disconnected, rest assured if we do I will call you right back". We get disconnected, I wait 15 minutes, no call.

I call back—I explain my story, I get disconnected
I call back—I explain my story, I get disconnected
I call back—I explain my story, I get disconnected

I call back—I am told if a hotel is provided it will basically be a motel / low quality option such as a comfort inn or la quinta. Both are wildly unacceptable options, nowhere near the quality of the original booking or near the original location (all over 1 mile away in a less than desirable neighborhood)

It has now been over 24 hours since my initial call and over 12 hours since I was told my issue would be resolved right away. I have no accommodations and am supposed to get on a flight and head to Charleston and just "hope" that it gets resolved by the time I land. I was told that if re-booking calls while I am in the air (likely, since the flight will be most of the morning), that they will send an email and I need t reply to get them to call me back, which by that time will be more than 36 hours from my initial call and over 24 hours since I was told this would be dealt with right away.

Is this seriously how one treats customer? They expect people to just wait around hoping that a new accommodation will be provided? That people should all fly to their location KNOWING there is no accommodation when they land and just tell the cab driver "drive us somewhere"?

Insulting. Thankfully, got a refund, but had to spend extra $$ to rebook...on AirBnB.

I will be 55 years old as of April 7th. The most unprofessional dealing I ever had was just this past February with VRBO. My room was cancelled due to fleas in the room, 2 days before I was to check in. So I called to inquire and the host said the previous renter had brought in a dog which is against the rules. I said how do you know a dog stayed there and she said she had a surveillance camera showing the dog go in. She said she watched her camera over 2 days and the dog went in and not back out till morning. Why didn't she tell them, when she first noticed the dog, that no dogs were allowed. Turns out she allowed it so she could get a professional wall to wall cleaning, including debugging that is about 1200 dollars. So I am left with no room with my wife and 81 year old mother-in-law. But this wasn't the Big issue...The Big issue was how VRBO treated me. First I was told I likely wouldn't get a refund because it was now not within the 48 hr refund window. Remember when they first let me know it was already a little less than 48 hrs from check in. (about 44). So I got past that argument and I said if you could help me get the same dates in the same area within 40 miles, that would be fine. I also said I don't want to pay more, so the same price range would be helpful. They said O.k. We will reimburse you the difference if it's more since this wasn't your fault. I said Okay and they sent me rooms to choose from. They sent 6 rooms that were super expensive and remember I have to pay up front first and then wait how long for the reimbursement. And wonder if I would really even get one? So I rented and put the money down on the least expensive one. I let VRBO know and I got a credit card confirmation number. All set right?...NOT EXACTLY! I needed the exact address for my GPS so I had to call the host. I called the host and guess what? The room was already booked for those dates. The host swore she let VRBO know that the current renter added nights, so VRBO was responsible for the DOUBLE BOOKING. I then called back and was reminded I might not get a refund due to being in less than the 48 hr window... UNBELIEVABLE! Okay...where do I go from here? So I ask for another list of places to stay and since I am completely out of time, I ask if they could put a little priority on helping out with getting a room. Remember every time I call it's a ridiculous amount of waiting time to get someone on the phone. Then when someone finally does answer I had to explain everything from start to finish. In the end we ended up sleeping in the rental vehicle, which set us behind the next day and my mother in law who has a handicapped back didn't get any sleep. This had ruined our vacation up to that point. So the next day having to worry about my reimbursement, I called VRBO and the shock of no help from anyone and a supervisor named Adam (wouldn't tell me his last name) lied to me twice about the room. Of course when I called back they said they never had a supervisor named Adam, but then later when I was talking about reimbursement the woman said Adam is usually the one who deals with these things. I said I thought you don't have an Adam that works there? Then I heard phone silence for 30 seconds no answer and finally the woman decided to speak, after being caught in a lie, said Sir you have to call customer complaint. I asked if she could transfer me and she said no., But I have a number. I called the number and the number was out of service. At this point I am reporting VRBO to the Better Business Bureau and Consumer Crimes and Fraud Division. I never received a reimbursement for the second Place that was double -booked. During all this no one from VRBO was friendly or helpful. Every call was just them trying to push me off to someone else. They don't deserve a rating at all, but I had to select at least one star to submit this review Troy Johnson.

On March 17, my family and I traveled to Indy for our daughter's dance competition. I booked a VRBO last month because I knew that I would be dealing with HIGH prices& lack of inventory due to it being St. Patty's Day Weekend. Normally, I would receive check in instructions no less than an hour before check in. At 3:05pm, I contacted VRBO, who forwarded me the information for the property host. I called the host who then told me that she does not do anything with VRBO and the property should not have been listed. She told me to call VRBO to get my money back. This was completely unacceptable as it was the day we were checking in and prices were high and VRBO has a 24 hour prior to staying clause. This obviously did not matter to me because I booked weeks ago. The customer service person I first talked to did great and tried to help us out. He told me that the rebooking team would be contacting me within 2 hours with properties that were available for us to access since this was not our fault and here we were, out of town with 3 kids and no place to stay.

Fast forward 2 hours, no one has called, nothing has been resolved with the case number. I call back, get on the phone and am EXTREMELY frustrated. I had to tell this same story 3 times with 2 of the agents hanging up on me before escalating the situation even after I said there was a case opened and I needed to talk to a supervisor. One agent was name IVONNE and she closed the case out after she hung up on me. I get that I was frustrated, but I have 3 kids and no place to stay for an entire weekend. An absolute mess.

I call back for my last and final attempt. The agent is very kind and tried to do everything he could before passing us onto the next representative. At this point, they had us transferred to the hotel dept and said they could not get us in anywhere because of the high rates. Completely unacceptable. At this time, the actual property manager contacts me and says we have instructions to get in, even though she previously said the property was not available. After VRBO contacted her and said the same thing to the agents, she then changed her mind apparently and gave us instructions to enter the home.

This definitely helped, but we were not sure it was true. Even the VRBO agent said that he did not trust it. Well, he was right. Once we were at the VRBO, the conditions were horrendous. Mail was stacked in the mailbox for who knows how long. Nothing like described. A door fell off the hinges, there was no toilet paper, utensils, holes in walls, the furniture looked like a frat party had been all over it. Lamps were broken, the entertainment stand was broken. It was dirty, so dirty that we went and bought cleaning supplies, sheets, comforters, towels, etc. just so we could stay with a little peace of mind. I also NEVER received checkout instructions. I even tried to reassure the host that we would make sure to keep everything great while letting her know the condition. I am sure she knew, which is why she declined us earlier in the day.
I have attached the photos of the property.
This was the most UNACCEPTABLE treatment of clients that have paid that I have ever seen. The customer service from VRBO was unacceptable. If you do not know how to train your clients in the art of de-escalation, then they need not be part of that program. I should have been transferred immediately once they saw the case number in the notes. We did not get checked into the VRBO until after 7pm, when check in time was 4pm. I paid for something that was not AT ALL anything like the description. I plan on sharing this story with the different groups I travel with and am affiliated with (over 1000 in the dance community where I am from, over 3000 in my work network) And plan to share this publicly.

VRB0 did not care that I had 3 kids under the age of 10. It was of no sense of urgency for them to help. It all came down to "Can you book a hotel and we can figure out a place for tomorrow the 18?" Completely ridiculous. If anything, my money should be refunded for the conditions of the property and the way that customer service did nothing but escalate emotions and tension more. Thank you.

I have been a VRBO customer for over 16 years. Travelled all over the country and abroad booking thru Vrbo. We booked this trip in September for travel in December and paid in full. We communicated with Greg's Assistant to let her know our flight arrival and asked for directions and check in procedure. Our flight was about 14 hours and we arrived in Honolulu around 2pm. Greg's assistant had sent us the gate code and the address. When we arrived at the property, we could not find the address. The listed property(cabin) and the actual house next to which this cabin is located has NO ADDRESS. We looked up VRBO"s listing to find the photos to find the place, which we did. Once we found the side entrance gate, we tried the code to get the key from lock box. The code would not work. We tried all sorts of combinations etc but it would not open. So i called the property manager, NO answer, left her a voice mail. TXTED her. Waited about 20 mins tried calling/txting agian but no answer. At this point its about 5:30 in the evening and its getting dark, we have been travelling for the past 18 hours and we are completly stranded. Finally we called VRBO and they could not get a hold of her either. Vrbo realized what was going on and told us that they will arrange for us to stay at a different place for the night. The place they offered was another 45 mins away from the original place and the nightmare continued. This place was in a very shady area. The room we were given did not even have table lamps because there were no night tables. Roosters croaked all night outside the door and did not allow any sleep whatsoever. Property manager called the next day around 9am and asked"where are you" when i asked i have been calling and txting her she said SHE WAS BUISY WITH KIDS ACTIVITES ALL EVENING. She said she would be WILLING to send a handyman and see if he can figure out what the problem is. Needless to say the contract was broken when the property was not available at the time of check in, but VRBO still charged me for half of it saying it was non refundable, THOUGH I NEVER STEPPED IN THE PROERTY AFTER PAYING FULL IN ADVANCE FOR IT I am still waiting for VRBO to reimburse me for the additional expanses that occurred which their REP. Said that they will do. VRBO's handling of this whole ordeal is terrible.BY the way their booking team DOES NOT WORK ON THE WEEKENDS, Worst customer service experience and will never use VRBO EVER agian.
Date of arrival - December 16,2022
Reservation ID #HA-8X4DN7

Booked a trip to Panama City Beach, FL through VRBO at Tidwater Beach Resort condo, managed by Vacasa and encountered the following issues:
12/23/22
TV Issues: Arrive at Tidewater Beach Resort condo, with temperatures dipping below freezing and wind chills in the single digits about the only thing to do is watch tv. Tried turning on the tv to no avail. After contacting VACASA was told to check all the connections. Although this isn't our job, everything should be in top working order BEFORE arrival, we did pull out the TV and checked that it was plugged in which it was, then moved to a different outlet which got the TV to turn on. However, no cable was available. Was able to get Netflix to stream so watched that for the evening.
Hot Water Issue: Water did not get hot for showering, with 5 people in the unit knew this was going to be an issue.
Pantry Door Issue: Initial opening of the pantry door caused it to fall off track rendering it unusable.
12/24/22
Maintenance came; very nice and helpful. Fixed pantry door, checked cable and sent order for a ping to be done, and set the temperature higher on hot water heater.
12/25/22
Tried washing a load of clothes. Water kept shutting off, finally got the load to run after continuously pushing buttons. Next person to try a load never could get it to spin out and had to hand wring their load. Obviously quit trying to wash clothes at that point. Once again contacted VACASA to let them know we now had an issue with the washing machine and still no cable.
12/26/22
Found water leaking from bunk room toilet.
Maintenance man (Same one from 12/24) came to check on washer. Determined it was a faulty switch on the washer and it would have to be fixed by an authorized person. He submitted a repair request. While there he fixed the toilet issue.
12/27 & 28/22
Despite numerous requests & pleas to VACASA nothing was done to fix either the cable or the washing machine. On the evening of the 28th it was discovered that the garbage disposal also did not work, never reported since we were leaving on the morning of the 29th.
12/29/22
Left early morning with no resolution to our problems other than a small refund being offered. We are fairly that nothing would be done and the cycle would unfortunately start again with the next renters coming in.
In conclusion it appears that other than quick fix issues nothing is done to address tenants concerns with the knowledge that the average tenant only stays a few days all they have to do is keep pushing them off till they can get the tenant out the door for a new arrival. I would be very hesitant to ever use any rental that is associated with VACASA, VRBO, or, Tidewater Beach Resort.

Well what a great concept to provide an app to match property owners to renters. Its doesn't work well at all and may leave you frustrated and fighting for your money back for something you didn't do.
I have booked (4) properties with (2) being successful and (2) did not go well.
The first one that did not work was after I booked the reservation the property owner stated it was all ready booked and they did not charge our card. Ok no problem I understand a glitch in the system. I was not charged and they canceled the reservation. Now the bad second booking was a nightmare! So here is how it went. Booked a property that showed available by Vrbo and was accepted by Vrbo. Received and email with in the app from property owner Patti Navilio ( Property # *******) stating " This was blocked. You should not have been able to book. I am sorry I will have to cancel"
Ok so I'm thinking this happened to be before and they didn't charge me. Now two days later in my app it still shows the property booked by me. I checked my credit card and it shows I paid! So I contacted Vrbo support via the texting feature. I advised what happened and they said no it showed booked on their end and would send the host an email. I have copied and pasted the email here:
----------------------------------------------------------------------------------------------------------------

Dear Dan,

We're contacting you to confirm you that the reservation HA-PTYVCG, listing ID: VRBO/*******. Is show as reserved in our system, as well we have already send the host the same information via email.

If you still need further assistance, please contact us again by chat or phone 24/7 and include your case number. Do not reply to this email, as this inbox is not monitored.

Regards,

Kamila

Vrbo.com Support Team
----------------------------------------------------------------------------------------------------
Ok so than I receive another text message from property #******* host owner Patti Navilio with the following " The syncing and blocking didnt work" next message."Weve processed your refund. It might take up to 15 days for this refund to reflect in your orginal form of payment. Please contact your bank for further updates"

WELL THATS NICE VRBO AND HOST Patricia Navilio. Take my reservation, take my money and because of your both. You keep my money for up to 15 days. The owner host Patti Navilio should have never processed the payment!

You know the funny part here. The property now shows available for the dates we rented! I cant make this up.You have to be kidding me!

Bottom line... you have a 50 percent chance of a successful booking based on my experience.

I would look for other ways to find vacation rentals!

Dan Eckman

As a long established Host with a single vacation rental property, I was happy with Vrbo when it was Boston based. Then it was bought out and moved to Texas and got on a path that has come to the point it is today: I can't shop AT ALL as a traveler; as a Host, to get into my dashboard I have to click on a button on an intrusive One Key pop up to "Learn more" and then jump to my dashboard that appears on a menu at the top, a workaround that seems to have been created in the last 3-4 weeks since the One Key marketeers intruded.

Anyone trying to reserve nights at my chalet needs to get past the pop up and to do that agree to "new terms and conditions" -- and when they click on the link to new terms and conditions the screen informs them "This page cannot be found. It looks like this page was either moved, changed, or deleted." Intelligent people don't click on AGREE just because the button is there.

I paid $600 to list my only vacation rental on Vrbo.com again this year -- a 20% jump in price. When I go on reddit, BBB, consumer affairs, Trustpilot and other sites and read the 1-star reviews that are posted by the thousands, the evidence of systemic failure to respect either travelers or Hosts stands out as the common theme.

The methods they employ frequently as reported by customers are failing to honor promises -- even "guarantees" -- made in print, Customer Support -- often barely intelligible to begin with -- simply hanging up mid conversation, promising to call back and never calling back, having no one in a position of authority to solve problems -- instead yammering on about "escalating the case" and really caring but doing nothing useful, demanding "evidence" of filth, insect infestations, lack of a refrigerator in a kitchen and so on as if for a court of law, failing to provide legitimately claimed refunds, standing by and watching travelers get locked out, cancelled on at zero hour, sent to locations that are not actual Vrbo rentals.

As a Host, this is my personal current complaint: Guests cannot get to my site to request a reservation without agreeing to God knows what on a junk pop up to continue to my site -- ("God knows what" because remember, the terms and conditions that the traveler is agreeing to "Cannot be found" when they click to them on their computers-- see what I cited above from the landing page.)

BBB the last I checked had awarded an F to this operation and asked them to respond to complaints of unacceptable business patterns of behavior.

The fact that the CONTACT US button suddenly NO LONGER allows me to send a comment -- instead inviting me the "CHAT (new)" or "CALL" them makes me hopeful that attorneys have said "don't accept anything in print," let your bots and script-readers handle whatever come in -- and that somehow someone somewhere is going to bring an honest, transparent, accountable and civil standard of service BACK TO VRBO.