Hello, Long time HomeAway/VRBO homeowner here - property #*******.
I've spent a little over 2.5 hours discussing with your "resolution team" the fact that for 7 years my Silver Mill Keystone condo was listed under Silver Mill's address along with all the other properties located at 140 Ida Belle Drive. Today, however, it is no longer listed there with the other 17 2-bedroom units who have also been listed there for the past 7 years. Something drastic has changed causing my property -- and only my property -- to not be seen right along with all other units in Silver Mill. VRBO support have suggested that there's no way to include my unit at it's stated and physical address (like the other 17 Silver Mill units with whom I compete). One agent hung up on me when I asked if remedying this issue required an act of Congress or legal action. I find this treatment and explanation troubling to say the least. Rather than correct this location flaw in their system, they would prefer -- indeed fight to sustain -- my listing in "Dillon, CO" which is 10 miles away from the physical address listed. I'm baffled by their support team's resistance to correct the information and search results. When a company becomes so rigid that they reject basic facts and logic, it's probably time to move on. I've asked three times for a call from someone at VRBO who has a deep understanding of their search system and who can explain precisely why they have no desire to list my property where it is physically located, a seemingly defenseless argument. No managers are apparently interested in this unwinnable argument. This flaw in search (which has arisen only recently) is killing our reservations; our repeat customers have contacted us by phone indicating they thought we had removed our property from the rental program. That's how bad our specific findability issue is. Any have any recommendations for a better service. Bill & Sheryl French Silver Mill 8210, https://www.vrbo.com/*******