VRBO
Reviews and Complaints

30/12/2022 - we had a last minute reservation for a family that were unsatisfied with their stay at another villa by VRBO during their stay in Tenerife and booked up our Villa for 7 nights for 10 people.

16 people arrived at our villa and were shocked to be met by my father the owner for a meet and greet. We advised we are only insured for 10 people therefore 6 of them must leave. I logged this with VRBO and they advised us to tell the whole family to leave if that is what we wanted as they broke our terms and conditions. We could not do this as it was New Year and they had children so we allowed 10 of them to stay for the duration. During the stay they switched our alarm sensors into camera mode and made a point of angling all of them to face the beds in each room and made a video to send to VRBO claiming that we had surveillance in our villa. This is not the case. Those are sensor and the camera are inactive and have been always they are only used when the villa is empty as alarm sensor. We explained this to VRBO but they said we broke their surveillance T&C and policy and removed us from advertising. I understand that this is within their rights to do so however we had another booking due to stay in the villa 8-15 feb andthey asked us to honor the booking. We allowed the guest to come and check in and to enjoy their holiday however no payment was made from VRBO for the stay. After hours on the telephone I was told that they were refunding the previous guests from 30 December in full even after they stayed for 7 days and they were using the money from the current guests to cover the refund!

This is unacceptable as we have basically given a week for free to the guests in our villa and then also refunded the New Year guests the total cost of their stay? I have called VRBO I have logged call after call and noone is able to help.

VRBO policy enforcement states that if surveillance is found a property and the guest has to leave then the owner must refund the entirity of their stay but these guests did not leave they stayed the full 7 days and did not mention any inconvenience to us about the cameras. please can you help us

Dear Sir,

I have pictures concerning everything I am telling you about. I feel this unit was falsely represented; claiming sleeps six (which was denied by Mr. Costillo) he left me an air mattress) the unit was filthy having dust, even cockroaches which I killed four of. Air conditioner no filter. Ceiling wh ere it is located filthy and black as well as filter corroded found on floor. Smell upon entering moldy and awful! No window in unit only sliding door out to patio, which did not open, completely off tract and screen holey and ripped, one so bad that Mr. Costello thew away In dumpster when he came to 'fix' our complaiints No light or workable fan over dining table which never worked. We went out to buy battery for remote but light still not functioning. He hit it with his hand as that was the way he chose to 'fix' it. I could go on and on but closets upstairs in only bedroom off tract and cheap metal. I left it open to access my clothing but before wearing had to wash everything I took out of closet because of smell on my clothing! There were no smoke alarms in unit Which when notified, Mr. Costillo Sent to amazon and they came for us to install! Also vertical blinds on only door out Onto patio broken and falling on floor. He again sent to Amazon and repair clips arrived, again for us to install!

I Do not know how this could happen but there was this rickety spiral staircase very narrow shook every time we went upstairs. We are 76 and 78 years old respectedly and feel we could have fallen and killed ourself on that thing every time we wish to go to sleep. You'll be good thing I could say is that the washer and dryer weren't workable order and new. I also had to go out and buy a new shower curtain because the 1 that was there was moldy black and ugly. This place is very filthy and disgusting and should never be rented to anyone. It seemed as it this was thrown together or destroyed by the previous renters it was not ready for a new renter even though we were Assured that our unit was ready and everything was top notch by mister Castillo. How could anyone take care of a rental in Florida when they live in New York city? Did I mention that I had Covid the first three weeks I was in this rental? My husband with virus for the same length of time. (Wonder how we got so sick?) And we paid very dearly for this 'wonderful' unit which wasn't worth even half of what we paid. Refill very strongly that we are taking advantage of and would like to have some recompense for all misery we put in for our vacation that we waited all year forSincerely Bryan and Barbara Dixon

January 31st at 3:15 pm.

Listing #887174, moving the location across the road, building a brand new cottage ... steps away...all pertinent information is the same.

Address needed to be changed. Rep insisted that a new listing had to be created?

See listing #42380 we have been faithful to VRBO for many many years.

We do not have time to create a new listing, provide new banking, it is an incredible amount of work for the owner and due to your systems very very stressful. As of late I am not enjoying working with VRBO. Looking for an alternative.

Per the VRBO policy, and outside camera monitoring must be posted and customers must be made aware of those cameras. While staying at a VRBO property from November 22 - 26th, my family and I were unknowingly watched by the property owners. I did not learn of this until November 28th. VRBO states that because my complaint came after my stay, they cannot do anything about it. I find this unacceptable because if I knew of the video surveillance while at the property, I absolutely would have contacted VRBO immediately. It is against Arizona law for this type of event to happen. I have email correspondence from the property owners stating there is a camera outside. Nowhere in the property description or VRBO listing is this stated. The two representatives from VRBO I spoke with basically stated the only thing they can do is notify the owners to post about the camera. This does nothing for me or my family regarding the violation of privacy we experienced. What else is unfortunate is there is no repercussion for the homeowner for violating the VRBO policy and breaking the lae.

Cabana do Mar - Azenhas do Mar, Sintra, Portugal

I rented the above property from Vrbo in October 2022 for my 35th wedding anniversary. The property is a disaster. The advertising of it is extremely misleading and far from the top end property prices I paid.

I advised Vrbo of the issues but all they say is "take it up with the owner". The owner is in denial and not willing to discuss.

The last email I sent to Vrbo is below. You will note I got an automated reply to the email address I was given by Vrbo after significant time on the telephone to them. They clearly do not want to deal with this properly.

Do not use this company. They take your money then wash their hands of any responsibility.

Email response

Vrbo - Important information about your email request

Sun, 27 Nov 2022 21:02

Do Not Reply ([protected]@vrbo.com)

To:you Details

Hi,

We're no longer monitoring this email.

For help on an existing issue or if you’d like to raise a new request, please contact us. You can also visit our Help Center for available resources.

Kind regards,

Vrbo.com Support Team

My Email to Vrbo

I am writing again to request a full refund for my booking at Cabana do Mar.

The property did not and still does not match the description you are advertising. Copy below of your web site today.

To remind you, the email below was sent to the owner of the property. He refuses to acknowledge any issues.

In addition, other misrepresentations in your advertising include -

1. There is no on-site parking - all street parking, if you can find it.

2. The property not "Family friendly" it is unsafe for children. We could not invite friends with a 3 year old child to visit as the railings are too low and children could easily climb over.

3. The picture are years out of date.

Can you advise when compensation will be paid, otherwise I will have to escalate to the credit card company I paid for the holiday with.

From: >

To: [protected]@gmail.com

Sent: Wed, 26 Oct 2022 19:35

Subject: Issues with Cabana Do Mar

Manel

We did not enjoy our visit to Cabana do Mar from the start to the end.

The major issues were -

1. Smells from the plumbing - the toilets and showers were not clearing properly, and a horrible smell pervades very strongly in the upper levels and also permeates to the lower level. The plumbing clearly needs remedial work and looks like it has needed this work completed for a long time. Water in the shower for example does not drain and very quickly you are standing in water around your ankles.

2. Water ingress through the back door and en-suite bathroom window - every morning we had to clean puddles of water at the back door as the doors/door frames are not watertight. Very slippery and potentially hazardous. Similarly, the bathroom window was not watertight, so the floor was wet the whole week.

3. Electrics - several bulbs fused during the week. Are the electrics up to code?

4. BBQ - unusable - a health hazard

5. For the money paid, I would have expected a store of logs, there was 1 log.

6. Beds - like lying on the floor. We did not sleep properly all week. I had to resort to sleeping on the couch. My back has still not recovered.

7. Cooker - old, rusty and pretty horrible.

8. General decor, appliances etc are in need of updating.

9. Bin - broken lid - how easy would it be for you to replace this.

10. Hot tub - old and not working properly.

In this email I am only scraping the surface of how we really feel. Alana wanted to come home after 3 days and was thoroughly depressed by the end of the stay.

For the price I paid I expected a far higher standard of accommodation. We have stayed with Vrbo before and have never had to complain.

Please do not try to blame the weather, the inherent issues with the property appear longer standing than a week.

I would like to hear your proposals to compensate us for our bad experience.

Gordon

-----Original Message-----

From: Vrbo Support

To: >

Sent: Mon, 7 Nov 2022 8:16

Subject: Evidence [ ref:_00DC0PxQg._5008b29EIdg:ref ]

I will not be utilizing VRBO ever again. Deleting the app from my phone today. Laura Breedlove is an owner. Yes I booked short notice and cancelled right before the trip. Laura Breedlove was not willing to work with me on rescheduling the trip. My girlfriend recommended Laura Breedloves properties. Big mistake Laura is money hungry only and did refund any of my money or allow me to reschedule. I am going to write bad reviews every where I can about your app and how owners are allowed to make their own rules when it comes to s consumers monies. Thanks for nothing Laura Breedlove and VRBO and good riddance. Billy Elliott

I reserved a property in July 2022 through VRBO for a trip to the Cincinnati area to visit my son and his family. I was able to locate a property managed by Christopher Hikel with a check in date of September 9, 2022 and a check out date of September 30, 2022. The reservation was confirmed on July 21, 2022 for a property in East Walnut Hills, Cincinnati, with a deposit of $181.00. We arrived at the location on September 9, 2022 and called Mr. Hikel for entry information to the residence. He informed us by phone at that time that the property owner had removed that residence from their listing about a month earlier. We were never informed of that information prior to our arrival. Mr. Hikel was apologetic and advised that the deposit would be returned and he would try to locate another property with a 21 day vacancy. He was unable to locate a satisfactory location and we ended up staying in a $255 hotel room for the night. My son assisted me the following day in finding a suitable location for our visit and I advised Mr. Hikel that we would no longer need his assistance. I asked if he would be willing to reimburse us for our hotel stay and he asked for and received a copy of our invoice. I have sent a couple of text messages to Mr. Hikel since this visit and have received no response from him. As of Octobre 31, 2022, I have not received a credit for my $181 deposit nor reimbursement for the hotel.

The original property # is 2818362 and the Reservation ID is [protected].

I stayed from August 22-August 26, 2022. My room ID was 187689, Reservation ID: [protected]. Property manager has not returned my $300 room deposit but says he has and provides a phony email message that says he did. I never received the funds. I have called him and VRBO four different times each. I filed a case with VRBO, #[protected], and they assigned me a new number [protected]. They "escalated" my case--the result was an email telling me to contact the host. I have spent hours on the phone now with them. I need a resolution!

Not to mention, the host asked me what to do with my things a day before my stay was over. Somebody was in my room and changed the lights over the vanity where I last saw a valuable necklace which has been missing ever sincE

Rented house for family for wedding, 1/2 house very old , Asbestos ceiling tiles ( must by florida law be removed) , windows so dirty could not see through in back of house and painted shut, no way out. Strong smell of mold , every one who walked in eyes burning , 2 people with asthma attacks, all 4 people who were supposed to stay in that part of house refused found other lodging. Roofers were there Friday working, i did use new addition but ask 1000$ be refunded and think the health department should be informed, thank you Dr Ann Hendrix

Dear Mr. Xuereb,

" Let Me Name the Ways"

In most cases, a title like this would usually lead to great accolades, but certainly not in this case!

We are world travelers and have rented owners homes and apts in many countries.

Our recent rental was Apartment 7, Triq Sant Agata Sliema, SLM 1013, was fraudulently misrepresented in photos and description.

Great photo examples are attached showing wonderful ocean views from a bedroom window, and the balcony compared to the actual views of old buildings and current construction shown in our photos.

The two bedrooms were staged, with wonderful bedding and pillows in the web photos vs mattresses without covers, one sheet, and duvets also without covers. (Photos attached). The described K in bed size is the frame only, double-size mattresses were provided. One mattress was terribly stained along with its duvet cover!

We rented the apt for two weeks period, there was no fresh linen supplied until requested. The towels were worn-out, and none were bath size, no beach towels were provided, . there was however pool use rules provided with no pool onsite!

Apt security was nonexistent, the sliding balcony door could not be locked, an available lockable drawer was broken, and there was no safe.

Kitchen: a nonworking electric kettle was supplied along with, half of a toaster, The TV never functioned even after two repair visits, and the use of the elevator was restricted by a misfunctioning call button. The hair dryer often overheated and shut down!

In professionally managed rentals, we have always found an owner's welcome book which included among other things useful information as well as instructions for appliance use, TV, A.C., etc. There were always a few recommendations on local grocery stores, pharmacies, and restaurants. There were no pamphlets whatsoever on bus and boat services. If not supplying any of these how easy would have it been to provide a list of appropriate websites?

Regretfully the experience in renting this apt was overall very disappointing and we fully intend to warn others of the deceptions in its rental advertising.

Regards

JM Snell

Canada

[protected]@shaw.ca

9/7/22-I had made reservation to stay at the Stone County, Mo. lodges/cabins on 9/14-9/16. Driving up from Jonesboro, AR. My husband got food poisoning from eating at Zaxby's and was extremely sick late Sunday and early Monday (9/11-9/12). I contacted the host Steve & Shanda Moore and asked first if they had any other reservations later in the week since he was sick. I was told then that they were booked up and next available dates would be Oct. 14-16 or Nov 1 & 2. I explained how sick my husband was and still now knowing for sure if we were going to be able to make the trip. Steve advised me to go into the VRBO website and cancel the reservation. Which I did and it sent me a notification at 9:42am ib Monday. It also stated that it would notify the host/home owners of the cancellation and also a refund should be done within the next 5 business days. 6 days had passed and hadn't gotten anything, so I reach out to VRBO customer service line and explained the situation and they called the Host and got Steve. Steve told them that they would have to reach Shanda since she took care of it. The representative said that he tried to call, but couldn't reach her so he gave me the number. I called and left her a voice message on Saturday at 3:30pm 9/17. Sunday at 4:00 9/18, still had not heard anything so called the customer service VRBO again. This time I was told, that I didn't call in enough time to be given a refund and I should have gotten the insurance to help pay for things that come up. The insurance was more than my 2 day stay and I called within 32 hrs. of us leaving to come to Branson, 9/14. Then VRBO said they would reach out to host and see if something else could get worked out. I finally got an email from Shanda and she said that I could make a future reservation sometime and they would put my money toward that. But then she added that they were booked up until after Jan. 23. I told her that I wanted a refund and expected it ASAP. They are still billing me a service charge and a cleaning fee even though we weren't there. This place is a sham and have all of these loop holes that they hope that you do not catch. Still trying to get my 352.14 back

I am 82 years old and have several debilitating medical conditions which classify me as handicapped. My lady is three years younger than me. We rented a studio in a home at 52 Standish St., Weymouth, MA [protected] from 7-15-22 to 7-18-22 to visit the area. Upon arrival we found that the bathroom was one story up from the studio and accessible only by climbing very steep and slippery stairs. From what I have been able to determine a private home owner needs to comply with the state and federal handicap laws if they operate a bed and breakfast type of facility out of their home. This property was not compliant. A warning against this property is suggested.

I am an owner and have waited over 40 days for disbursement of my last rental June 1 to June 6.

This has been a recurring problem and I thought was corrected orginally only to find out it still exists.

VRBO customer service is horrible, I can not get any representative on line or even via chat. There is no recourse for correction, and I am lost at next steps.

I will be deleting my property from your service at the end of the year.

Bob

My complaint is not with the owner of the property, but with VRBO directly. My husband and I booked a rental in San Jose, Costa Rica for 6/13 for a week. We booked it according to the pictures we saw. The cancellation policy doesn't make any sense. We could only cancel the rental until the 10th. If you've never been to an area and are going on just the pictures of the rental, how can you really know what the place looks like and what the area around the rental is like. When we got to the rental, we were very disappointed with not the unit itself, but the area. It was clearly an industrial area and we did not feel safe staying there. We were in contact with the owner and he was very nice, but no one would refund our money. We could not stay there. I believe VRBO should change their cancellation policy and require owners to put 360 degree videos of the surrounding area. If you get to a place and it's not acceptable, and you choose not to stay, you lose maybe one night, not the whole weeks rental. I will never use VRBO again. We paid almost $500 for a rental we did not stay at.

We originally booked the unit for one week. The charge for this rental was $981.79. We subsequently booked an additional day. The charge for this additional rental day was $109.00. These two charges total 1090.79

We originally were concerned about this rental because the address we were provided was not accurate. It wasn’t until February 23, 2022 (three days before check in), that VRBO released the address for the rental unit. When we tried to map the address, we discovered it was incorrect – it was in the middle of an intersection in a commercial area. In an attempt to get the correct address, we tried to call VRBO 26 times over 2 days, but it never answered. We tried to reach VRBO on Facebook, but got no response. Finally, we were able to reach VRBO on twitter. VRBO responded on twitter and stated there was nothing that it could do, it was up to the property owner to cancel the reservation, and the property owner would not agree to do so. However, due to the inconvenience VRBO agreed to issue us a refund of $97 for the VRBO fees. On February 25, 2022, the owner finally provided VRBO the correct address.

VRBO is a rental site and it is entirely the property owner’s responsibility to ensure the proper address is listed with VRBO. If we would not have looked up the address in advance and would have arrived in the evening, we would have been without accommodations. Despite the owner’s last-minute correction of the address, this turned out to be early evidence of the owner’s fraudulent and misleading listing.

We arrived at the rental unit sometime around 8 p.m. on February 26, 2022. At that time the temperatures in Houston were in the 40s, with low temperatures just above freezing. Upon entering the rental unit we discovered that there was no heat in the unit. The heat was clearly not even at a minimal level in the unit, and the temperature in the unit was close to the outdoor temperature. We were unable to get the two small heaters in the unit to operate.

4. In addition to the problems described above, our major complaint is that the property was not as described on the VRBO website. We were traveling with our two mid-size dogs. One of the main reasons we chose this rental unit was because it was advertised as having a large yard which would allow us to safely walk our dogs in the yard, without venturing into an unknown neighborhood. The VRBO website shows pictures of the large yard. The pictures of the property show the entire yard available and that is how the property was advertised. We have pictures from the website that we can provide, however, your instructions said your system cannot accept photographs. However, upon arriving there was not a yard, just a small fenced-in area around the landing at the bottom of the stairs leading to the unit. We have pictures of the actual yard that we can provide, however, your instructions said your system cannot accept photographs. The advertisement of this unit with a large yard was a misleading and fraudulent representation of the unit.

5. Furthermore, the small fenced-in area available to us was full of litter, particularly under the stairs. With all the litter, we could not safely allow our dogs to use this area.

6. On February 26, 2022, we contacted VRBO by phone at 8:13 p.m. That discussion lasted 24 minutes, and we expressed our concerns about the lack of heat and the misleading description of the size of the yard. During that discussion VRBO put us on hold and tried to reach the owner, but was unable to reach him. VRBO left him messages at all of the numbers it had on file for the owner. As we were about to leave, the owner responded on the VRBO platform and made suggestions for things to do to get the heat working. Those suggestions did not result in successful operation of the heating units. The unit was not safe for occupation. The owner offered to try to have a maintenance person come out later that evening, but we informed the owner that would not be necessary because we had decided not to go forward with the rental. This was because we considered the unit unsafe because of the heating problems, and because of the concerns addressed in paragraphs 1 through 5 above. VRBO advised us that there was not anything it could do because the owner had to agree to the cancellation and had not so agreed

7. At 9:09 p.m. on February 26, 2022, we called Citi. In a 19-minute conversation we expressed our concerns. The Citi phone representative stated that they could not make decisions on contested charges over the phone, but said that not having heat was a valid reason for contesting the charge. However, the credit card contestation was denied because of the "contract" with VRBO stating we did not cancel in time.

In Feb 2022 booked condo for 3 nights in early July. Schedule changed and so I wanted to change the dates (and saw that the condo was free on my requested dates). Sent multiple messages through the VRBO platform. Also called the owner who said he would call me back. Called VRBO customer service when I didn't hear back from the owner. VRBO website says owner has 24-48 hours to respond. Owner never responded to me.

Husband got worried that we wouldn't have a place to stay so he booked another condo (same owner). Sent messages to owner about that unit. No response.

I contact VRBO customer service about 8 times over the course of 10 days. Agents said a supervisor would call me. No one ever did.

Had to cancel the original reservation while I could still get my money back. Paid way too much for the second reservation. Would like VRBO to refund the difference I paid (per night) for the second condo.

We rented a place for Memorial Day weekend for 3 nights (this is after the original rental we confirmed was cancelled by VRBO for no reason). We arrived and called the phone number provided. An individual answered and we told him we were trying to check in. “Check in to what”? Is what we got back. We told him the VRBO….he told us to hold on a second. After rummaging through whatever he was doing, he hung up on us. We called him back. Nothing. Left a voicemail with the phone number. Nothing. We went to the property manager to see if they could help us. They were not able to. So now we start calling VRBO. 30-45 minute wait every time. And they are hanging up on us after waiting. We have been unable to get ahold of any living creature to help us out. Last time we use VRBO.

We rented a vacation home through VRBO. There was no rental agreement provided. The home owner was not responsive in a timely matter. Guests were denied access into gated property. Home access code was not provided prior to arrival. Home was missing furniture. Home was filthy. Pool was not functioning properly. Belongings from previous owner or renters were left inside home. Belongings included clothing, food, party decorations. We had to purchase light bulbs for lamps and batteries for all TV remotes. I can provide photos upon request.

RESERVATION made to condo in Myrtle Beach in large hotel, condo privately owned. On 4/2/2022, arrived to condo @ 4pm as written in information. Front desk stated that owner should have provided parking permit in the room. Hotel, dirty looking, aged, greasy surfaces, door of our unit, lock lose. Unable to reset code for lock as directed to new confidential code. Large bag of garbage outside of room. Surface of everything in room had "oil-like residue". Previous client clothes left in drawers. Filthy appearance. Opened kitchen drawers and cock roach feces in drawers. Left room, attempted to sign into site later, unable to log into site. Reached owner on Sunday 4/3/2022. Various phone calls to VRBO, stating that owner must refund monies. Back and forth emails to owner. Unable to reach owner by phone, even though I requested him to call.

This condo is not as represented in pictures. Miniature compared to pictures. Hotel not as seen in pictures. Cockroach feces unacceptable. Please help me.

The stress from this occurrence led to hospitalization during my vacation.

Date: May 12, 2022

Renters playing loud music in back yard that has very repetitious, annoying drum beat. Noise can be heard inside my neighboring house with all doors and windows closed. Trying to sleep with ear plugs and can still hear music. First noted at 10:30pm and still going at 11:13pm. Awaiting response by Mesa Police Dept. for noise ordinance violation.

Rental house is in quiet residential neighborhood and this is very disrespectful of the neighboring property owners who live here. No hotel rental permits such noise.