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Reviewed Nov. 18, 2023
We were a group of ten people who were expected to be gathered from all over the world for Xmas in Miami, I made my reservation for a vacation rental four months in advance. Prior to making my reservation, I messaged the host to ask how he would guarantee that he wouldn't cancel his property. He responded by assurance that he wouldn't cancel his property by the time we gather in Miami. I trusted his word until thirty days before our departure, at which point the prices of the hotels and vacation rentals increased. At that point, the host cancelled our reservation with a full refund without providing a valid explanation, and VRBO didn't have any services.
Given these unforeseeable circumstances, VRBO didn't offer us any services, they left us without any assistance or direction, and didn't provide us any credit for the price difference. Their customer service was incredibly nasty and horrible; we will never try this website again or trust them. They didn't care about our time, money, or budget between the time we tried to save money by booking earlier and the peak season when all prices are gone. Pls. avoid using their application and planning your trip based on your reservation. They are truly not trustworthy.
Reviewed Nov. 13, 2023
I don't usually have a problem with renting properties through VRBO. However, recently, the payment process was a nightmare! I attempted to rent a home in Italy. The first payment was €1315.69 ($1,405.84 US dollars), but we were charged $1,610.54. The host said customer service could explain the overcharge. VRBO blamed the host, the bank, and the confusion over the exchange rate. While the rate fluctuates, the treasury department and other reliable sources listed the current rate. I calculated and verified WE WERE OVERCHARGED $204.70!!! Thankfully, I only use properties with cancellation policies, which I did immediately. I am disgusted with the lack of integrity, professionalism, and the "Blame Game" experienced. It may be time to start using another vacation rental platform.
Reviewed Nov. 11, 2023
Worst experience ever. No one on the same page and they charge a fee just for trying to book. When it doesn’t go through because of their program, they basically give you the runaround and $147. Is a lot to get nothing done and everyone blames everyone else. Horrible experience. Wouldn’t use this site again.
Reviewed Nov. 11, 2023
I was charged 250 for a pet that was listed on my stay. They said I didn’t tell them I was bringing a dog. And then kept my deposit of 500 saying I broke the contract. The beds were hard. Said cleaners noticed a dog had been there. That’s a lie, the dog was crated. It’s trained. It’s doesn’t shed. It’s a shepoo! Watch out they no took my money when I told them from the start about the dog. Dirty business!!
Reviewed Nov. 10, 2023
I made a booking through the VRBO app the listing stated 2 bedroom full kitchen. When I received confirmation I noticed it only has 1 bedroom and beds in the living area and no stove. When I messaged the owner he did admit there is no stove but a burner outside and only 1 room. I asked for a full refund, owner denied, so I called vrbo and yes they agreed false advertising. I feel like I got the run around. This is the 2nd time I rented through them and got a bad deal. I was sent an email telling me to deal with the owner basically brushing me off. Do your homework. Before renting through them read reviews. Don't go through vrbo. They do nothing to help you
Reviewed Nov. 10, 2023
I booked a home rental months in advance on a weekend that I knew would be very busy in that area. 5 days before our stay I contacted the host to get the check-in instructions. Without explanation I got a message saying my booking was being refunded. I contacted VRBO to find out that the home I had rented was sold a month ago and that there was an error in the system which is why I was not notified. I was assured that VRBO would make it up to me through their Book with Confidence Guarantee. I booked alternative accommodations under their direction with the 'Don't worry, we have your back' promise for full reimbursement. After I paid for this booking I could not find out how or when I would be refunded. It has been two weeks and I have still got no update on the file other than it is with the Support Team.
Reviewed Nov. 10, 2023
Outside of home is dangerous with rickety stairs and completely unkempt exterior. Owner lied about bed size. My wife and I are sleeping in separate rooms as a result. Dangerous interior with open basement stairs, my dog fell down when entered. VRBO lies about the cancellation policy. They let each owner decide for themselves. Our cancellation with was requested 2 HOURS after booking—>>WHICH WAS DENIED!!! Are you kidding me??? VRBO didn’t stand behind THEIR cancellation policy at all. Said there was nothing they could do.
Reviewed Nov. 10, 2023
I rented a place that was listed as having a hot tub. When I got there I could not find a hot tub. I messaged the property manager inquiring about lack of hot tub. No response. A few hours later I messaged the property owner on VRBO. No response. A few hours later I started a chat with VRBO about the issue and lack of communication from manager and owner. They asked for pictures of the property for evidence of lack of hot tub. I said it's 10PM and pouring rain, I will get them in the morning, they agreed.
When I sent the pictures in they agreed there was a misrepresentation of the property and would contact the owner about the issue. The owner and manager finally both got back to me and were extremely dismissive and alluded to my being stupid for thinking there was a hot tub even though there were 3 places in the listing where it claimed there was a hot tub. They claimed in 10 years it had never been listed as having a hot tub, yet VRBO agreed with me that it was listed with a hot tub and the listing was misrepresented to me.
The owner was rude and would not discuss a partial refund with me so I turned to VRBO for help and they basically told me to **. They told me to deal with the owner myself and they wouldn't provide any help and that I did not qualify for a refund. Won't be using VRBO anymore, trash customer experience, profit over people. Anecdotally, I had a similar situation on Airbnb a few years ago but the situation was resolved hastily and agreeably.
Reviewed Nov. 7, 2023
We rented a property in June. Paid in full when it needed to be paid. 524 South Dorgenois St New Orleans, we were headed there on Nov 3rd 2023 until Nov 6th 2023. I reached out to the property owner on Monday morning Oct 30th to find out what we needed to get for the house as far as toilet paper. paper towels and so on, 5 minutes later I get 3 emails from them 1 for a refund of our initial deposit, 1 for the refund of our second payment and a 3rd letting us know our reservation has been cancelled. No explanation. Final an email comes saying it was switched to a new management company. Call them to rebook, and enjoy your trip but guess what? It was already booked. It's ridiculous. They can just cancel on you with no warning 4 days before you're about to leave and do nothing for you. There was 16 people in our group that had to scramble and try to find a place to stay. Stay away from them.
Reviewed Nov. 6, 2023
I have a repeat customer on Vrbo. I used the app and booked 835 night vacation rental home this last summer and made sure that I was signed up with one key rewards to get credit for such a big trip. It has been over 65 days since I departed the rental, and I inquired about my one key rewards and have been informed that my property is not eligible. I booked this property on, the VRBO app yet it filtered me over to the Casa. I ended up making my booking through the Casa. Yeah it was on the Vrbo portal. If I go on my profile my 35 nights day shows the booking is made on Vrbo with the booking reference yet they are not willing to give me rewards or any acknowledgment for this.
This alone is enough to bring me to this site and write this review. Forget the fact that when we checked into the home it was dirty. There was urine in one of the toilets. Found out there was no air conditioning even after I did the filters for air conditioning and the site came through, so I ended up booking it without double checking. I just assumed the house had air conditioning for 35 nights in the middle of the summer is a long run, especially when I have many, many choices to book. The list goes on and on but the review has been left on Vrbo site if they will allow it since they might monitor their reviews.
Reviewed Nov. 3, 2023
Facts: 1) We used VRBO.com to rent a weekend cabin-- owner was OK at first but our stay proved that the cabin was far from the description--dirty, many things no working like fire place and just not Luxurious as the description noted. 2) Owner knew we were not happy, and even as he did not argue it he did asked us to "avoid posting a review on VRBO"- yikes. In fact he blamed the cleaning issue on his cleaners personal issue (documented).
3) Since we checked out I have tried to get a review on VRBO with no success. I wondered how so many had 5 Star reviews..but then 4) I went to this site, BBB and Truspilot where VRBO has 1-1.5 star averages and realized based on my experience VRBO appears to be manipulating the reviews--allowing good ones through and stopping bad ones. 5) I am sure some good ones are legit but as the BBB has an open investigation on them I suggest you do your home work before using this site. I have pictures and documents on our stay/experience-- Buyer Beware!
Reviewed Nov. 1, 2023
I've stayed at several properties and each time I paid far more than a couple thousands. I got one bad review because I didn't wash the bedding (why did I pay for a cleaning fee anyways right?) Well of course once that one was posted they just kept coming and of course these hosts don't realize this is a business not a hotel and it seems to me they wait for someone to stay there with a pet to blame them for literally everything they can.
Every single host has come at me for extra this, that, the other. I have proof of every single place I've stayed at being spotless and me going above and beyond with cleaning but every single time I leave I get blamed for stuff already damaged when I got there, which is why I always take before and after photos now. My last straw was being accused and slandered by a host and when I contacted them as the review actually went against their "rules and standers" they said I could delete my review and it would go away, like uh no, I didn't say anything repulsive about this property or about the host. Can't wait for my attorney to make sure this is taken care of. Longest story short, DON'T RENT WITH VRBO.
Reviewed Oct. 30, 2023
Rented a very expensive home which had bugs, non draining plugged drains, toilets with feces, etc. Took pictures and video, and submitted - I've spoken to a Christian, Hannah, Lewis, Bryan and NO ONE is on the same page, no one is accountable, no one is helpful they just make fake case studies, claim someone will get back to you and hope you forget. The best was "Ashley M." who when I asked her to explain why nothing was in the case study she implied I was dumb and then hung up. Genius, fantastic service and professionalism. AWFUL.
Reviewed Oct. 30, 2023
We rented a house in Port Aransas Tx for a week. The house was infested with cockroaches, had broken furniture, rusted seat belts on the golf cart, was filthy behind the refrigerator when the exterminator pulled it out. The kitchen had 4 spoons (unacceptable for a house that sleeps 12), and no closet space because they are locked. I wrote an email to the owners after we left letting them know that the cockroaches were there up to the day we left, suggesting they bomb the house before renting again. The reply was nonapologetic and then I couldn't leave a truthful review on their website, even though I was only stating facts. I will never rent through VRBO again.
Reviewed Oct. 29, 2023
Property was extremely dirty, after contacting the owner she offered to clean it, so we left aroud at 3:49 pm for 2 hours for her to do it but it wasn't until 10:09 pm when she contacted indicating the propety was ready to use but it was already too late for us becuse we was already in a hotel. I spent 6 hours around the area just waiting, and I wasn't patient enough? So, it was my fault the house wasn't in condition for me to book?
I requested my reimbursement from her, and she refused it, saying that I had to go back to the house the next day. Come on, so who knows my needs and my agenda more than me? If you book for an specific day is because you need it. No one really book and pay thinking about an extra day just in case the owner of the property has some issues and you can give them an extra paid time for them to fix it. Shame on VRBO for not taking responsibility, just answering that this issue should be handled with the owner directly. I'm so regretted that I didn't use Airbnb as always.
Reviewed Oct. 29, 2023
I had a rental that was paid for so that I could take my 80 year old patient to his family's Thanksgiving out of town. Paid in full with the added insurance they demanded, and days before the trip I received an email from the insurance company saying ins. was canceled. Then I got an email from VRBO saying my unit was cancelled. By way of robot text I was told the owner decided to rent it to someone else. Still not able to talk to a person, and no way of knowing if my money is actually coming back to me other than the auto-chat. No owner details even though they said he was the one to cancel. Can't contact owner, can't contact company.
Reviewed Oct. 29, 2023
I reserved a house in Indiana from Stacie **. The address was not correct, it first took me to a very scary rundown home. When I contacted the host, she laughed and said "that happens all the time." Really, then update the address so someone doesn't get hurt. When I finally found the home, it was a dump. Nothing like the pictures. Padlocks on doors with peeping holes and strange man's trousers hanging by the back door. Yard was all overgrown and house stinks terrible. Old home and it has settled so all the locks don't work. I loaded up my friends and we left. Contacted Stacie right away and VRBO to tell them we didn't feel safe to stay. Never even used the bathroom. They stole my almost $500 and refused to reimburse me. My opinion, Stacie ** and Vrbo are thieves and should go to jail. Please don't reserve with her or them. If this happens to you, there is nothing you can do except write a review on them. What a waste of my time and money.
Reviewed Oct. 28, 2023
VRBO instructs hosts to cancel the reservation when you have a group partying/smoking/violating rules, but once you do that, you can’t submit a damage reimbursement request once you’re able to gain access to the unit, or review that guest to warn other hosts about their actions. So you follow their SOP, and get screwed. Their customer service rep admitted it makes zero sense, but said there’s nothing they can do for us. COMPLETE **!
Reviewed Oct. 27, 2023
VRBO software has a sync feature embedded in it which is broken. It does not always sync correctly and allows double bookings from other websites. Recently had this experience twice with multiple bookings. I contacted them to cancel with the guests who were not the first guests to book the property. VRBO instated a new policy on 10/14/23 where it charges hosts cancellation fees despite the problem being caused by VRBO. Supervisors refused to waive the fee despite the double booking occurring prior to the date of the policy. Absolutely horrible customer service. THE WORST. Do not become a host, do not engage in business with this company, do not stay at their properties.
Reviewed Oct. 27, 2023
My family of 6 arrived to urine stains on the fitted sheet, dirty floors that weren’t swept, watered down soap bottles, food smudges on the refrigerator and windows, and roaches in the basement. We only stayed one night, because I found the roach after midnight after having to wash all the sheets in the house that were not washed prior to us arriving. I immediately booked a new place. I took plenty of pictures for VRBO to look at and review, but they came back and said there wasn’t enough evidence to get my 1 night stay reimbursed. Not sure what they would need to get reimbursed. The host was also not willing to do anything after I sent her pictures of the filth. Very pathetic. I will never use VRBO again, as they suck at customer service. AirBnB has always been great, although I have never had a complaint before like that!
Reviewed Oct. 26, 2023
Donna ** is a scamming thief. A category 4 hurricane hit Crystal River causing immense flooding in the area. Donna advised me to cancel the reservation for a refund so that she could get a family in that was affected by the hurricane. I never saw a refund and she has been a nightmare. Vrbo lacks customer service!
Reviewed Oct. 25, 2023
The pictures online are NOTHING like the actual rental. My Wife has cancer, and I took her to TN to see the leaves change before her subsequent surgery. We walked into the cabin we rented, and it was a DUMP—dark, musty, nasty place. I called them and complained, and they said they could do nothing to help me. They kept the $1.345.00 I could have used for my Wife's treatments, and we ended up staying in a hotel! Oh, how I pray KARMA is real.
Reviewed Oct. 25, 2023
I have tried with multiple emails and phone call to have VRBO support remove a note from Host that I cannot edit. It says I can have up to 4 guests in my property. Due to license restraints, I can no longer do more than two. The host note says I can do 4. If my county sees this they can revoke my license. They have failed to fix it or to respond to any of my emails. They need to get their act together. AirBNB's support is so much better.
Reviewed Oct. 24, 2023
They do not have the host back at all. We had a guest rent our place that holds 6 people. The renter said only 2 people were going to be there. We get a call from the police department because there is a house party of 30 plus people there. Vrbo cancels the booking and then sends the guest a link to review us. The guest leaves us a 1 star because we didn't allow him to continue his house party. We called vrbo to have the review taken down and submitted everything they asked for. Police report, pictures, and videos. Vrbo then allows the review to stay up. Worst ** company and terrible customer service. Use Airbnb instead. They at least back the host when providing proof.
Reviewed Oct. 23, 2023
I rented a cabin in Broken Bow back in January for my wife's bday in November. I did choose a pricey cabin, $425 a night, we were going with friends. We are 3 weeks out from the rental date, and the cabin is currently listed as $313 a night (no price match or correction). But what I am most upset with is the $400 Host fee, skyrocketing the total to over $1400 for 2 nights.
Not to be personal, but it gets worse, My mother in law was diagnosed with Stage 3 Cancer just 3 weeks ago. The past few weeks have been a flurry of completely re-arranging our lives and moving my wife 2 states over for the next 4 months so she help her mother through Chemo. I missed the charges at first as I was focusing on my wife. This all happened so fast. I can accept some loss. We will not be able to use the "birthday Cabin" without her... So I called 2 days before the Full refund cut off, and they wouldn't refund the host fees. After 30+ minutes with chat support I was offered around $500 (Again the total is +$1400). No one was going to be at the cabin. No cleaning, utilities, etc needed. They could have $500-$700 free money. But no...
Due to this INSANE Host Service Fees, I will never use VRBO.com again. I don't buy that it's the Host and out of VRBO's hands... VRBO enables this upcharge. It was an unknown surprise fee, and it should be FULLY refundable if not used. I am sure these fees were added to justify cleaning and utilities, BUT they should be added to the rental price and completely upfront. I hope this practice is outlawed soon.
Reviewed Oct. 23, 2023
@Vrbo properties are unreliable & they have terrible customer service. Read below. I arrived with my family to one of their properties; the owner was unable to be contacted however multiple people including neighbors/and construction workers had the key to the unit. When we contacted vrbo they told us they would refund us and pay for our hotel fees. Not only did they not cover hotel fees, they never refunded us. They have not responded to our multiple phone calls and emails. Do not trust this service for your vacations.
Reviewed Oct. 22, 2023
I reserved a 3/2/2 home for a late October trip in August (15th to be exact). Reserved, paid in full. Fast forward to Oct 20, day of check in. We'd driven 4.5 hours & pulled in the driveway at 1030 that night ready for bed. Opened my VRBO app to retrieve the door code to find a message from the owner 3 hrs prior (WELL AFTER THE 3PM CHECK IN TIME) that said he had canceled the reservation due to doubling booking. Ok buddy- pretty sure if you're competent at all, 2 months is plenty of time to close the availability on your home on other sites. I was angry to say the least! In town for a large event, with minimal hotel availability at almost 11pm. VRBO said we'd have to book a room somewhere & they'd refund the cost of 1 night. We'll see if that comes to fruition or not, but even if so, I am reverting back to airbnb, where I've never had an experience like this. As for the homeowner, may he be treated better than we were when he finds himself tired, weary & away from home...
Reviewed Oct. 20, 2023
As a listing owner, it has been 2 months that our listing is down in VRBO because of a technical issue (as they described it) through their website, and surprisingly there's nobody there to solve the issue. Every time we waste one hour on the phone talking to them but they are not capable to solve a simple issue. Unbelievable, very incompetent staff, very unprofessional...
Reviewed Oct. 19, 2023
When I arrived at my rental in Nantucket, I found the house did not have three bedrooms as described, the towels were stained with rust, the coffee maker had molding coffee grounds in it, the dishes and glasses were dirty and chipped, grasshoppers were hopping throughout the first floor, and the bathrooms had bars of soap, complete with someone's pubic hair. I immediately contacted VRBO and informed them of the situation and requested to be moved due to a potential health (mold) issue. They told me they would move me, but they never did. I demanded a refund but they refused, claiming they couldn't help me because I didn't produce a photo of the mold smell. I have been fighting with them every day since my return 3 weeks ago, but they don't care. STAY AWAY!!!!
Reviewed Oct. 17, 2023
When we arrived at the property we had paid for a heated pool.. I have emails that the pool would be turned on 3 days prior. Well when we arrived there was a hose in the pool and army worms and no heated pool. We emailed and was told the maintenance man would be right over. Well the last day of our 6 nights the heater was fixed. We did get the $180. back but no compensation for the week we did not have the pool. We also ran out of toilet paper (Really).
Also we were give 2 dishwasher pods and there was 7 of us so we used those up fast so we just decided to wash the dishes. Well no hot water in the kitchen sink so I had to boil the water in a kettle to get hot water. Terrible experience as we chose this place for the pool which there ad says not just a pool. It's a haven. I asked for a partial refund and they told me they gave me the heated pool money back!!! Terrible way to handle a stressful vacation especially when you have a 9 and 10 year old.
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