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602 Penn National Road -The Close to Everything property in Tampa, we booked for March Break was fraudulent. There was someone else living on-site. This was not disclosed to us. We arrived March 15th and left the following morning once it was determined there was someone living there. A call was placed to VRBO on Thursday and the only direction received was to contact the owner for a refund. The owner still hasn’t responded to me or Vrbo.
No one from Vrbo followed up to rebook. It was spring break and it was a scramble to book a hotel. There were 4 of us in one hotel room. After numerous follow up and hours on the phone, Vrbo finally confirmed their rebooking department forgot to call us and book us in somewhere equivalent. This was Saturday night at 10 pm. The hotel with 2 rooms was only for one night.
The rebooking department sent us a list of equivalent properties but none were available for the remainder of our trip. Sunday morning, I called vrbo back asking for them to extend our reservation until Wednesday so we could salvage something of this vacation. The person from Vrbo told me there was no availability at the hotel we were at. While on hold, I called the front desk of the hotel and surprise they did have space for us. So after another follow up we are finally able to stay put until the end of our trip on Wednesday. We are pursuing legal action against Vrbo for the fraudulent property and lack of response leaving our family stranded on what was supposed to be a simple vacation.
My wife and I rented a condo in Phoenix that initially looked very nice. Our stay included roach infestations, serious plumbing issues, and cleanliness concerns. We never received any kind refund. Once the owners have your money, you have no recourse if the rental doesn’t meet your expectations. I tried repeatedly to leave negative reviews in regards to the property's condition, but VRBO wouldn’t post them! All they post are the positive reviews. The customer service is a joke...drawn out on-line chats that go nowhere, e-mails are not responsive and go nowhere, or phone calls that are literally incoherent due to language barriers!
NEVER again would we use VRBO, I’d rather stay in a tent, it’s a scam!
I have been using this company for decades. However, my recent experience suggests that it has destroyed its service. I showed up to a location I booked in a country a long way from home only to discover that the owner of that property had resigned from VRBO over 6 months previously. When I turned to VRBO to make this right, all they would say was the property owner was responsible. The property owner says he never received any money from VRBO and any claim to the contrary was bogus. The system works okay if you do not run into any difficulties but it uses rules and bureaucracy if anything goes wrong. Buyer beware.
Property manager overbooked the stay. Did not find this out until my significant other and myself flew in from multiple states away. The customer service is more concerned with policy than fixing their mistakes. This booking service is a joke. You all are better off with Air BnB.
I was scammed by a property owner who made false claims in their listing, spent over a month calling back customer support every week for updates, and then ultimately was told I would get no refund because I lacked "appropriate" documentation. I had previously sent documentation and then one month later additional documentation was requested for the first time. This company does not understand customer service, do not book with them as they will claim that you are in the wrong.
We were booked to stay in Puerto Vallarta Mexico thru VRBO and it was confirmed the day before we traveled. My father saved for 8 years to take his whole family, kids and grandkids on a family trip together. We arrived in Mexico and got to our private, gated residence and were told we could not stay and enter due to community fees not paid by owner. Tried to contact VRBO for 3 hours, stranded in a driveway at gate, with nowhere to go in a foreign country. VRBO was no help and said, "Oh sorry. We will credit you half of your deposit." We were told to find a place to stay on our own and tried to use, “so called credit “ when we returned and spoke with someone who barely spoke English that the credit was no longer good. My father passed away a month after our vacation and it was completely devastating and his wish was never granted. So disgraceful that a company like this exists. DO NOT USE VRBO.
We've listed a property with them for years. Company has gone down the toilet. Software didn't collect the rental fee, customer support couldn't care less, lies, bs etc. Has no connection to r&d at all, no supervisor, no case numbers, no way to log issues or get follow up. Stupid apologies are all they know to say. Utterly useless. Already have bugs for years that calendar sync stops working. Then they keep telling you to turn on instant booking! Which is impossible if calendar sync randomly stops working. A company run by a hedge fund, sucking the customer base dry, useless powerless clueless support. Run from this rental platform.
We were 1 week away from leaving for our FL vacation. The owner of the VRBO unit contacted us for some information. We passed that along and not 5 minutes later our res was cancelled. Contacting VRBO is a challenge, I tried and was very unsuccessful.
The host of a property we booked 6 months in advance cancelled our reservation on the day we were meant to check-in. This means we had already flown our family of 6 to the location and had no means of cancelling the remainder of our trip. We were provided no good explanation for the cancellation - we hadn’t paid (which was untrue) and then the a/c was broken, and ultimately declined to explain and at one point actually hung up on me.
VRBO eventually acted as if they would help, but after hours and hours on the phone (at least one hour per call, wasting precious vacation time) we kept being told to wait from a call from the ever elusive “rebooking dept”, which none of the customer service agents could actually dial-up in person or give me any indication of when they would actually contact me. Needless to say, we never received any call and had to make bookings each night at different subpar hotels as accommodations were limited over spring break. Vrbo is fine when all goes according to plan. But when anything goes off track, they cannot be counted on to honor the commitments that were made with the original booking.
After using VRBO for years, I was shocked to find that they would not post my negative review for one of the units advertised. The review was not vulgar, and it included specific facts about why I was not satisfied. After revising the review one time (to remove a reference to a competing service), they rejected it again with NO information about why. I chatted online and when I asked to speak to a supervisor so that I could try to figure out what they were objecting to, they disconnected the chat. Based on this experience, I don't trust the review on this site any longer and will not be using to book vacation properties.
In Jan I made a reservation on the 31st thinking I could get tickets to an event in Orlando less than 6 weeks away. Tickets fell through less than 12 hours later. When I cancelled the reservation less than 24 hours after it was made the customer service rep would not refund the 650 bucks because I didn't cancel before 60 days before the trip began. I didn't even make the reservation 60 days before the event was to happen!!!! I made it on a Tuesday at 4pm and cancelled it on Wednesday at 9am!!! Very disappointed and will not use VRBO again..
I rented a property in Las Vegas with Xi Fu for 4 nights. All Flights cancelled because of severe winds so I got rerouted on a connecting flight but I would not end up in Vegas on time to stay for 4 nights, more like 1.5. I texted Xi & she agreed verbally that I can come at another time. She asked me to send her 2 dates & I did. She then ghosted me. I understand it states no refunds, but we had a verbal agreement on me coming at another date. I lost a-lot of money. Not only that, but I put this same review up on her property review page. It was removed by VRBO - BUT she put a review up of me giving me 1 star on cleanliness etc. I never stayed at the property. So I told the truth and she lied. So unprofessional & dishonest!
Did a rental, loved the property. Wanted to write a nice review - and after over an hour of trying, looking at their support info, chatting with customer service and calling, NO SOLUTION!! Only misinformation and boilerplate auto responses that didn't help. Really?!?! They can't even get this right? Should be simple. I just wanted to write a positive review.
Vrbo does not screen or guarantee the host or conditions THEN are completely useless is resolving issues. I gave them the benefit of the doubt and sure enough all these 1 star reviews are accurate. I don’t care how lovely the pics look, do yourself a favor and go elsewhere. Vrbo has got to be the worst and need to be sued along with their shady host.
I booked a 14-night vacation rental in Litchfield Park AZ for spring training 2023. The booking was made June 3, 2022 for check-in March 8, 2023 at property ID 7120590 hosted by Evolve. The entire 14-night vacation was paid for by February in accordance with established terms. I received a phone call late afternoon on March 4, 2023 from Evolve stating the host had canceled my rental due to AC leak. No options were provided to continue with the reservation but without AC until it could be repaired. While Evolve and VRBO quickly refunded the entire fees paid, they did not offer any other properties instead. Finding another property was left to me. With just days before my planned arrival, I could not locate an acceptable rental option and hence had to cancel my entire trip.
As of now, still trying to find a way to offload spring training tickets I had purchased in advance. As of this writing, the property is not available from March 8th, my check in date, through March 27th. It makes me wonder if the property owner got a better offer and canceled my rental agreement as a result. I highly caution anyone renting property ID 7120590. You may be surprised like me with a late cancelation by the host.
A renter had received a charge on their credit card from a numbered company from Dublin Ireland that their bookkeeper didn't recognize so they labelled it as a fraudulent charge. That charge was from VRBO. They rented the unit in Dec 2022 and left a 5 star review. In March we received an email from VRBO indicating that the traveller requested a full refund and that it was granted to them... without asking us what happened. When I called in and talked to Adam he indicated that there was nothing they could do, I could talk to the traveller to see what happened and that they could start a claim but it would take 6 weeks to get a refund and "hopefully" I could get the full amount back.
I called the traveller and explained the situation. He had his accountant pull up the credit card statements to find that they did label it as fraudulent because it didn't say VRBO and that the request happened in the first week of January and now it was the first week of March. He asked how to pay it back so I called VRBO. Lana from VRBO then indicated that they couldn't do it through VRBO because the only way they can receive money is by putting in another reservation which meant I would be charged fees again. So the best way was for the traveller to pay me directly and that VRBO would just lose out on the fees.
So I called the traveller back, let him know and he sent over payment immediately. I then called VRBO back and let Sebastian know to cancel the claim I had been paid. March 8th I receive an email from VRBO indicating that the claim had been settled in my favor and that funds would be returned to me....from a claim I cancelled and had already been paid for.
So I called VRBO to let them know to not take those funds and that there was a communication error was on their end. To which they indicated I had to refund a certain amount back through the reservation...and that it couldn't be the full amount and then I had to personally pay him back the remainder in another form...and that I would have to contact the traveller that this was happening... after they paid me so quick and apologized for their error. Long story short... I'm cancelling my VRBO account and will never work with them again.
We are retirees that travel frequently and rent 1 BR units all the time without any problems. This time with VRBO, we rented one week in Colorado. We received confirmation of our reservation and a puzzling request that we claim to be friends of the owners of the unit. We were supposed to give the owners' names at check-in. This seemed extremely bizarre to us, having to lie to get our unit. When we arrived at the property, the reservation desk had no record of our rental, and the "confirmation" we had received from VRBO did not have the info they needed.
We called and wrote to VRBO. It took them at least an hour to respond - no apology offered. After a few days, the resort had to move us from one unit to another since they had no record of our confirmation, ruining one ski day for us. We prepared a review for VRBO but it refuses to post it because we mention another short-term rental company, and says we should write another review without that company's name. No problem. We're glad to do it, but the site does not allow it: it says we have already submitted our review. This is why we're posting here.
February 28, 2023 Booked rental in San Antonio. Dates I thought I booked were 2 & 3 of March, check out 4th. Upon confirmation I noticed the dates were not correct, it showed rent the 2nd out the 3rd. I immediately contacted VRBO customer care; Hector said, "No problem. Go back, add the day you need. All would be fixed." I went back to add the 3rd leaving the 4th only to see it was not available now!! I immediately cancelled and denied confirmation. Site said cancellation is pending the host approval.
Host said, "I’m confused why are you canceling, you wanted 1 day." I told him, "No sir. I needed two days," which he does not have to book. Again an hour later he said, "So I’m confused?!" A runaround. Needless to say I booked another home. Turned in on cancellation insurance however my cancellation did not fit any of the reasons I could cancel, also a little nugget of bitterness..the owner property said there’s a no refund cancellation policy. This consumer was not protected in any way from this transaction.
Found a beautiful house through VRBO's website last year. After contact via VRBO's booking platform, everything seemed to be in order... But after booking and paying, we kept getting no confirmation in the app. So several times (4 times minimum) we contacted VRBO's helpdesk. From the first contact, we recorded all these calls, chats and emails. Unfortunately, after several weeks, it turned out that it was no good. There was no booking! Again contacted VRBO several times but they were suddenly not at home! Reported similar ads to VRBO during this same period; heard nothing more about that either. So think very carefully if you want to book something through VRBO...
I have a trip planned for this weekend. I checked on my booking 2 days ago and found out the listing has been deleted. I have since confirmed that the property was sold and no longer available. I have called VRBO 4 times to get this situation taken care of. My solution, because the property owner will not respond, is to arrive at my destination on Friday for my vacation, confirm there is no place to stay, then call VRBO and see what we can do. Sounds like a wonderful vacation to me. I look forward to this headache. There is no reason why we cannot take care of this problem ahead of time. After paying almost $600 for a property then being hassled to this extent, I can assure you I will never use VRBO again and will make sure no one I know or care about uses it.
This review is in regards to the handling of an upcoming reservation I made through VRBO for a property managed by Vacasa. The reservation is for a stay from March 10th-13th. On March 2nd, my significant other and one of the members of my travel group tested positive for Covid. I submitted a date change request, explaining the circumstances, the same day. I requested to change the dates to a weekend 3 weeks later. The property is available for the requested weekend, and the rental price is the same. No response.
The following day, I emailed Vacasa directly. No response. March 4th, I called Vacasa customer service. I spoke to 3 different reps with Vacasa and was given 3 different reasons why my change request could not be approved. 1st reason was because it was less than 7 days until check-in, even though the initial request was submitted on the 2nd, verified by VRBO. 2nd reason was because of the "30Day Cancellation, No Show Policy" even though I'm not trying to cancel the trip or get a refund. 3rd reason was because VRBO's policy says it is not allowed, even though it was on the VRBO site that I was encouraged to and given the option to submit the date change request. On my 4th call, I requested to speak to a manager. My information was taken, and I was told I'd get a return call from a manager the same day. Nope. Didn't happen.
Owners and renters beware. Vacasa is refusing to allow us to change our travel dates. There is absolutely nothing in the rental agreement that addresses date changes or gives any indication that there are any restrictions on it. The purchase of travel insurance would have been a waste because the purpose of it is to cover trip cancellations or trip interruptions, which this is not. Vacasa is basically telling us that either we go through with our travel plans or lose the $3000 paid. So I hope this is not your property or that you're not planning on staying at the this property after us because they are knowingly requiring a group w a confirmed COVID positive person & a possible infected person keep their travel dates rather than simply changing them citing reasons that are all invalid and based on their other reviews they do not clean the rentals properly between guest stays.
I had booked a property for an overnight in Philadelphia. I arrived at the location after a successful (so I thought) booking. When I arrived to location I called the host which was HP Management after not receiving any information on how to access the property and was told that they no longer "manage" the property and they have had that location "blocked off for months" stated by the host. While talking to the host who's apparently was a middle man or as he said a direct contact for the owner of the property who as he stated lived out of the USA was told That he can't do anything for us but offer a refund. Which okay refunds are fine but after traveling I didn't want a refund. I wanted a replacement property. He told me that he can't do anything for me. Was not empathetic or sympathetic on the issue and told me to hold my breath.
So I then proceeded to call VRBO with my complaint and they saw my reservation. Then magically after I told the host I was on the phone with VRBO (they saw the property available before I let the host know I was on phone also with VRBO) that then the location was blocked. I am not prejudice but you could tell he was from another country. The women I spoke to I truly believe tried her best to help was unable to provide a relocation but a refund. I at the time had HP Management on speaker along with VRBO on speaker so they could hear each other. The customer service rep said by what he was saying That there was something off about the host.
It was my husband birthday and had things booked and deposits on a show and dinner keep That in mind. It is safe to say this is the first and last time I will be booking with VRBO. Once again let me state the lady from VRBO I think tried her best but I no longer trust VRBO. I have lost the opportunity to make memories and have a stress free vacation and had to book a hotel due to the unprofessionalism by the host. DO NOT BOOK ANY PROPERTIES HOSTED BY HP MANAGEMENT. I am so disappointed by my experience and had made my husband's birthday stressful and disappointing.
I just started hosting on VRBO and my experience was absolutely terrible from the very beginning. My house is located in the gated community with very strict rules. They require PRINTED vehicle registration and ID to get a pass. Registration that my guest had printed was expired, so access was denied. He called VRBO and asked for full refund. VRBO has been calling me for a week now insisting on issuing a full refund without being able to explain what exactly was done wrong on my side. Even though the guest was provided with the list of the required documents on time and pass on his name was waiting for him in the community office I'm still the one who has to pay for his mistake.
Have used VRBO multiple times. They allow hosts to charge you immediately for a rental request without verifying availability of rental dates. So you can end up with charges to dispute….and no rental! If hosts can’t use the rental calendar appropriately they should not be allowed to charge you upon your initial rental request. Tenants should have a confirmation of their rental dates prior to paying ANY money.
Beware of this property and the hosts or mgmt. co associated (Matthew **/MarieAnne **). We were charged a week later for things that were not our doing and sent a soft threat after stating we’d leave the info in our review. Here’s what happened if you’re interested. We were sent a lovely review after we departed the property but 5 days later sent a message about damages that had “occurred during our reservation.” Which are absolutely false. We are not poor people, and we are not disrespectful people. This is a matter of principle and the only reason I’m taking my time to share all this, is to help prevent this from happening to someone else. Being charged for damages that were not our doing is sad to us. We have rented properties all over the United States and have not ever had an issue like this and have always gone above and beyond to ensure we have treated the property in a manner we would like our own to be treated.
When we said we would note this nonsense in our review, their response was “A gentle reminder, guests are reviewed by the host as well. Hosts look at a guest’s reviews when deciding whether or not to accept a reservation.” And I don’t know about you, but if you ask me, that was a soft threat. So, I’m here to give the facts about the dishonesty taking place with this property/host/mgmt co. and unafraid of anyone denying our stay anywhere in the future. After we left the property, this is the review we were sent: “5 Stars for You! Wow, you guys have been amazing! Thanks for being so respectful of our home, you’ve been an absolute pleasure to host (if only everyone was like you…) A glowing review is on its way.”
Frankly, as we all know, most companies have terrible customer service these days. Putting you on hold for hours, then, if you are lucky, you finally get connected to a call center overseas where they don't really speak english. VRBO is much much worse. Not responding to hosts if an issue arises (and they WILL), not communicating w guests, disappearing your listing for months w no explanation or notice (when I finally did get through, they said "oops, their mistake". No discussion of the thousands of dollars they cost me). I STRONGLY recommend that you do not even consider signing up with them.
Book and cancel through Expedia after 24h. Contact 5 people and still did not get my refund back. They kept telling me different date and I still don't see it on my credit card statement. It's been more than a month. Avoid this company at all cost. Horrible experience.
Complete scammers. Told me I'd get reimbursed my damages fee like any normal hotel, then they completely refused because it's "only $59". Not to mention they're double charging me on this stay and say they can't do anything about it "because the money was already issued." Run in the other direction. Just a bunch of worthless thieves with NO integrity.
I booked a property Dec 16/22, for Feb 11-18, found out it was a sham, cancelled Dec 20. There was no cancellation policy, I pleaded with VRBO to help. They didn’t, the property was re-rented for the same time space and I still can’t get my money back!
If I could give zero or negative stars, I would. VRBO is totally worthless. Booked a vacation residence in a Colorado ski resort thru them - nothing but problems. Their 'host' was shady and unreliable, and ended up canceling our reservation 5 days prior to our departure. THENNNN - VRBO has the gall to make it difficult to refund their $359 'service fee' for processing the reservation. Ended up disputing charge on credit card. I will use VRBO ONLY to research properties, which are almost universally listed on other rental sites and book thru them.
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