VRBOReviews 2,001

I booked a week at the beach and my work schedule changed. I had to reschedule for the following week. I was told that I needed to cancel that week and I would be refunded and then rebook and pay for the next week. I did so and after a month VRBO has still not refunded me the $229 fee that they charged for the cancelled reservation. The property management company refunded me the amount of the rental less $120 for cancelling late, which I was OK with since I did cancel within a week of the trip. But VRBO's policy is that if the Property Management Company does not refund you the entire amount of the rental then they keep their fee. I will never use VRBO again and I will tell everyone that I know how they operate! Stay away from them!

VRBO overcharged me by almost $300, and when I reached out to them with proof, they have completely ignored me and not responded to a single email. All the customer service representatives say they can't help me, and the "team" working on my case number will reach out. But they have not at all. I've had to resort to filing a claim with the BBB and the CFPB and disputing the extra charges with my bank. This company is full of actual thieves who steal your money and run. I'll file a police report soon if I don't hear from them.

VRBO has no issues taking your deposit within the same minute When you try to get your deposit back they have every excuse why it's taking so long. Be weary and ask questions if you still choose to use this company I believe if I didn't keep questioning them my deposit still wouldn't be refunded. I'm waiting for my deposit to be returned four weeks later. Let's see... it's still processing they say. The customer service representative could not be more rude.

After attempting to rent a B&B on the cape we were immediately emailed saying the business was unavailable due to covid. Ok fine. Understandable. But then these scum bags BILLED US FULL PRICE and are took our money even though we never booked the place. This to me its theft. Do not give them your information as they will take your money even if the property is booked or closed. Horrible business. I can not say enough bad things about this practice.

This was my first time using VRBO and I will never use them again. I submitted my payment for a property that stated it was available for the dates need. About 30 min later the property owner sent me a message canceling my booking but VRBO (HomeAway) had already processed my payment so now I can't afford to find another hotel because I won't receive a refund for 5-7 days. A VRBO resolution representative told my financial institution to see if they could help with expedited my refund so I called AMEX. AMEX authorization department talked to the VRBO representative in order to get their merchant number to expedite my refund which they refused to provide. This is the worst company ever. Do know book through them.

Customer support has hung up on me 5 different times total, 3 times over the phone as well as 2 times over internet chat support. I have invested 5 hours of my time waiting on hold for their support team to just hang up on me in the end and not provide any resolution.

I wasn't mad and I wasn't demeaning towards any of the call center people. I was just asking questions and trying to get answers and trying to escalate to management.

The situation I am in is -

I booked a home through VRBO to stay in for several days. The property manager CANCELLED our reservation 2 weeks before our travel date and refuses to give us our money back. Again, We didn't cancel the reservation, the property manager did and they are refusing to refund us. They will "allow" us to rebook their property in the future, but no refunds. VRBO/HomeAway will not refund us either and are telling us to go through the property manager for a refund. I haven't been able to get any support from them on this as their policy is to just hang up on customers counting on the fact that they won't call back and go through the hour long process to get a support person on the phone and if you do go through it all again, they just hang up on you anyways.

This company needs serious competition. If there were others, they'd be out of business quickly. Total abuse of customers on both ends, both home owners and travelers. "The company is experiencing high call volume" has been playing 24/7 for months. STAFF UP! Stop wasting customers time because you're cheap b----tards and don't want to pay staff. Horrific. I hope there's a government investigation of this company for their abusive policies.

I booked a reservation four days ago and have been attempting to cancel it for personal reasons. I sent a message to the property owner to request cancellation and the website advised they get back within 24 hours. There was even a note on the owner of the property website saying they usually responds within three hours. I waited a day or two for an email response. I sent another follow up email with no response. I attempted to call the customer service line where it just says we are experiencing a high volume of calls and it is a longer than normal wait. I hit the prompt I needed to and they say that they can't take your call at this time and disconnect you. I have attempted to call early in the morning and in the afternoon and this has happened. I will never utilize this site again.

I booked a condo through VRBO, property at 1881 Colony Dr in Myrtle Beach (Surfside) Sheryl and Bob B. I would not recommend this owner, as I feel they gave me a rating of 2 stars unjustly! I did not stay at the condo, as they gave me the option to cancel if I wasn't comfortable with the condo for any reason whatsoever (was even stated in lease). None of our correspondence was unpleasant, and I was very professional with them-I have documentation of all our contact. My rating for this owner would be 0 because I feel they gave me a low rating due to the simple fact that-possibly-they didn't expect anything less than me liking the place.

I will never do business with VRBO/Homeaway again. They claim to have a "Book with Confidence Guarantee". That guarantee states that if your reservation is cancelled, they will help you rebook. That is completely false. The owner of the condo that I planned to rent, cancelled my reservation, so I asked Homeaway to step in and help me find a similar property since I had a confirmed booking that was cancelled outside of my control. Homeaway refused to offer any type of help. When I pulled up their terms and conditions for the "Book with Confidence Guarantee", I read off the following excerpt to the supervisor I was speaking with:

- Rebook another property. If a Protected Traveler's Reservation is wrongfully cancelled, We may offer to rebook the Protected Traveler at another property advertised on a HomeAway Site, if a substantially similar property is available for the same period and under a new reservation.

That is a direct quote from the terms and conditions. I was told that since they used the words "may offer", they reserved the right to refuse to help. What kind of customer service is that? I was also hung up on by an agent while trying to work through this process. I have never had such a negative experience with a company. I will never do business with them again and I would encourage others who value customer service to steer clear of these 2 booking sites.

This site has no protection to the customers so these home owners can scam as much as they need. I had an emergency so I requested to cancel Friday, my reservation starts on Sunday afternoon so I asked to cancel, they said If I cancelled I will get no refund except he cleaning fees, I requested to change the dates, the owner was very sneaky and said that I can't reserve any other time even if it's in few months ahead because some of he renters are contractors and might renew, however, there was spots open for public to reserve, so how come people can reserve br not me? I used to book with them but not anymore. Shady and tricky, stay away..