While this is now May 26th, 2017 and we have decided not to re-new our subscribtion with VRBO given their track record since 2016 fee add-ons! As a sequel, we recently found accommodation (March/17) on VRBO for a trip we are taking next Tuesday and booked for a week, paying their customer service fee & rental rate. While the people we booked with and were confirmed also just decided to not renewed their subscription. So, we contacted VBRO as we could no longer see the rental house VRBO info and asked if they would send us all the info entailed in the description. They said emphatically 'NO'! We said that we needed an address to locate the house as well as small info items like hair-dryer, internet, TV, etc. The Customer Service Rep (for which we paid a 75 GBP as a service fee) told us that he could not give out that info. We said that we had not heard at all from the host and were concerned that we would not have a place to stay when we got there. The CSR's response was that 48 hours prior to actual booking date, if we had not heard from the owner, to contact VRBO and they would respond. Hmm... we are really nervous about not having a place to stay and, at the last minute, trying to find new accommodations. The CSR continued to follow his rote script and said that the 48 hours before arrival was all they could do and that we would get our money back. We said, 'what about where we were now going to have to find a place to stay?' and his rote response did not include a human, I understand, reply. He said, repeatedly, that just to call them 48 hours before arrival at host home if you had not heard from them. He did not want to listen at all. We had to state at least 7-8 times to the CSR, 'you are not listening to me'! He would just return to his rote list of replies that addressed our concerns '0' Zero/null/empty-set times!
What a farce company! We are headed out next week and have not a clue as to whether we actually have a legitimate VRBO booking given that owner has dropped his/her subscription. Not sure what to do now as the CSR hung up on us!
What a way to treat a customer who has been a VRBO subscriber almost since it's inception!
VRBO has done absolutely nothing to ease our rental accommodations' anxiety. We even asked the CSR to put us over to his supervisor but that is when he hung up!
Word to the WISE: DO NOT, I repeat, DO NOT SUBSCRIBE/BOOK with VRBO! Our experience from this present dilemma and recent policy/pricing changes has been only negative. They care not about their customer but only the bottom line! Avoid at all costs!