Roman J.

I rented a home through VRBO in NYC in early December for 8 people. The home was fine. Upon making the reservation, I was asked for the rental fee along with a refundable $1000 damage deposit. The deposit would be refunded ~14 days after checkout as long as the owner agreed that no damage was incurred. About 4 weeks after we checked out, I called the owner to see if the refund was on it's way. He told me that there were no issues and he believed he released VRBO to process the deposit. I called VRBO/Homeaway and, by the way, getting through to VRBO is almost impossible. I spoke with 13 different people over the course of 4 days. They kept telling me it's an issue with the owner. I called the owner back several times who assured me the problem is not at his end but with VRBO. This ping pong match is still going on and I don't have my $1000. VRBO has written me an email (instead of a requested call from a live person) which basically says I'm on my own. They told me they are not responsible for the damage deposit and to check the fine print on their website.
I have rented from VRBO several times over the years and have never had an issue until now. I called one of the property managers I had rented from before and was told that VRBO was acquired by Expedia a while back and since then, the company has had a multitude of issues with property owners and renters alike. I will never rent from VRBO again. They are just walking away from my problem. Their concept of customer service is very different than mine. They get their money and they are done with you.
Anyone who reads this, please take note that your security deposit may be something you'll never see again.
If indeed, this is a bigger issue with the Expedia people and their management approach being implemented at VRBO, than shame on you too. I won't be doing anything on your website either.
Good luck to any one who does business with these companies.