VRBO.com

December 28, 2019 an owner had to cancel our reservation because of damage to the property. No problem - it's a February reservation. He refunded our money through VRBO. The $150 deposit was fully refunded as of Dec 30, 2019 - reasonable. However, the large sum of money for the reservation and fees were not refunded in a reasonable time frame. That took multiple contacts and until Jan 16, 2020.
I contacted VRBO and the property owner on Jan 6, 2020 when I was concerned the full amount had not been refunded. The owner replied but VRBO did not. The owner checked with VRBO and verified the refund was being processed. "There was possibly a delay due to holidays." Several contacts and complaints later, the money was finally refunded on Jan 16, 2020.
1. If we did not have the funds to pay for additional accomodations while waiting for the refund, we would not have been able to book a similar accomodation during our popular travel dates.
2. If we were not able to book additional accomodations, we would have lost the money for our flights and other pre-paid entertainment.
3. Regardless of the above, it is insane for a company to take 18 days (not counting the holiday) to refund money in today's electronic age of instant transactions. It certainly did not take them 18 days to charge my card to book the vacation rental in the first place. So 18 seconds to take our money, 18 days to give it back. Not acceptable!!

Thank you for bringing this matter to our attentionWe first off want to apologize to this consumer for their negative experienceAccording to our records the issue that this consumer was reporting at the time was a known technical issue and the consumers call was incorrectly sent to the Trust & Security departmentAccording to our records the consumer was told of this known defect and that our technical team was working to resolve the issueThe consumer was told that there was not a security concern of her personal information and was told how to resolve (work around) the issue on her computerShe was then transferred to our technical department.We certainly do apologize that this consumer experienced this technical issue and also for her negative experience with our Trust & Security agentWe want to assure this consumer that Trust & Security management will be addressing this case handling with the agent involved

VRBO customer service is terrible, not helpful, not empathetic. A renter owes us 300 Euro and VRBO standard reply is "not our problem". Amnda is the worst, she just wants to get us off the phone, and not even attempt to assist us. I wnated to give zero stars and was forced to give one star.

I tried to cancel a reservation one day after it was made. The site couldn't cancel it, the homeowner couldn't cancel it, technical support couldn't cancel it. It's been two weeks and still no refund. I was told numerous times that they would be getting back to me via email but they never did. Case #***. Took 2 seconds to take my money and it's going on two weeks and I still haven't gotten it back.

Complaint [redacted] I am rejecting this response because: The most important detail of this issue is that there was a huge mistake on the part of VRBO (that they do admit) their mistake occurred on January 4th I purchased the annual classic subscription on January 1st onlineThe next business day, Jan 4th I called into VRBO to discuss how this new service would work in regards to my listing, the LUXURY MOUNTAIN RETREAT - I have only had one active listing at a timeWe discussed in detail this specific listing and its reservationsI was informed that reservations that were made prior to this subscription would be still subject to the pay per booking feeWe even looked at the reservations for this listing .SO- the sales rep did NOT notice at this time that the classic subscription was accidentally credited to an old inactive listingIt was not until mid February that I noticed I was still being charged the pay per booking fees on reservations made after Jan 1st I have been double charged by VRBO and am requesting the pay per booking fees on reservations be returned to meIt adds up to over $that is a lot of money to a working mother On Feb 16th, they said they were unable to move the subscription to the correct listing so they would need to refund it and re-charge it the correct listingThis was done but they refused to give me the fees back- they at first tried to say they could only give them back to the traveler which makes no sense at allI asked WHY I would ever buy a subscription when the money would just be paid by the traveler Thanks so much for your attention to this matter Sincerely, [redacted] Regards, [redacted] ***

I recently listed a property both on VRBO and AirBNB and while there are challenges with both, VRBO is HORRIBLE. To date, I've rented my property about 10 times, 9 times with *** and only once with VRBO. The VRBO guest booked my home in October for a late November stay and VRBO promptly debited their fees (admin + credit card fees- which adds up to ~3X the fees I pay for guests on ***) from my bank account upon booking in October. Guests check in late November, check out 3 days later. Guest paid in full but I still received no payment. Apparently VRBO's policy is that for the first bookings, owners don't get paid until 30 days after the stay. It's now January and well beyond 30 days and I still haven't received payment. So I use their online support and after a painfully slow 30 minute "chat", the support person tells me my payment has been delayed and he needs to escalate this to their billing department. Two days later, no email or response from billing department so this time I call the customer support number. She tells me it's been sent to billing but an agent hasn't picked up the case yet, and that it could take 5-7 business days before I hear back. Really? You deducted your fees the day my home was booked in October and I need to make multiple requests in January in hopes of ever getting paid for the property rental? One more thing I should mention, VRBO/HomeAway does not verify the identity of their guests like *** does which was the main reason I had decided to use *** as my primary rental platform. I am so happy about that now because that is what prevented me from opening dates for any additional bookings on VRBO! (Just FYI, *** pays owners on the day after check-in and doesn't charge a payment processing fee.)

I have a complaint about (HomeAway Payments) YapStone I have been on hold for minutes waiting for a customer service rep And when they answered they were unprofessional, did not even introduce themselves or apologize for the wait I'm considering using another listing company and going private because of the poor customer service

Complaint: [redacted] I really dont care if this is your last or first response I am not accepting this since you guys failed to answer my previous questions VRBO has failed to show proof that how this affected not renting my unit plus they failed to show that the link was working back then also as I stated this is just a reason to not to offer the credit I HAD pictures for a [redacted] condoRealtors dont have this mush Plus I have couple pictures of the outside Discontuning the "supposibly MONEY BACK WARRANTY" is the best thing you guys did since you do everything not give this anyways Great customer service I hope Texas Attorney General is looking at this also I am sure I am not the only one Regards, [redacted]

This is our final response regarding this matterAs we have previously stated in order for this consumer to have qualified for a refund under the Terms and Conditions of the program "No Booking, No Fee Guarantee" as it was in place last year the advertiser had to have had photos in place, which he did notThe photographs could have been of the property or the surrounding area attractions etcThis consumer was explained all of this numerous timesWe are sorry but we cannot offer a refund per the Terms and Conditions of this program

Complaint: [redacted] I am rejecting this response because:I can't how it is not a security issue and those affected not notified I was able to see someone else's password protected email I do not know whether anyone could see mine Why do passwords exist if it is not meant to imply that the email is safe communication not accessible to others? At the very least, those affected should have been notified so they could review their inbox and see if it contained any personal information Regards, [redacted] ***

May 4, Consumer created and paid for listing [redacted] .During the onboarding process this consumer did not activate his listingAlisting must be activated by the advertiser when they are "ready topublish" by the consumer inputting a date when they would like to beginadvertisingThis consumer did not do thatThis consumer did not contact usuntil March (ref case# [redacted] ) when he was having issues logging in.According to our records the issue was the consumer was trying to log in usinga different email address than what was put on this accountAt this time theCustomer Service agent explained this and also explained our refund policyTheadvertiser told our customer service agent that he will log in and activate thelisting 3/4/Consumer contacted us (ref case# [redacted] ) forassistance with logging and also setting up Two Factor Authentication, which isa security measure for logging inThe agent who took that call noted that hewas able to assist, and resolveAgain this advertiser was inputting a wrongemail address.3/4/Consumer was able to get logged in and update hislisting to be publishedIt then began to cycle through our internal workflowPartof that workflow, during verification processes this consumer’s listing wasflagged and automatically refunded 3/4/Trust & Security agent spoke with consumer (refcase [redacted] ) and advised if he would like his listing to go live he would needto provide proof of ownership, which this consumer didHis listing was clearedthrough Trust & SecurityAccording to our records the consumer was refunded, so inorder for this listing to go live again all he simply would do is repay for theadvertisementIf there was an issue with the refund being received we areunaware, and do recommend that this consumer call us to speak with customerservice in regards to the refund and repayment

I/we own property for which we chose VRBO to assist with rentals Prior to HomeAway's acquisition of VRBO, we were delighted with the service and performance However, since HomeAway acquired VRBO, we have been extremely disappointed While I will gladly share specifics re my opinion with anyone who has an interest, let me simply say we/I have filed an FTC restraint of trade/monooply complaint against HomeAway and I am currently exploring my legal options to pursue damages from this firm

Complaint: [redacted] I am rejecting this response because: This is the same ridiculous excuse HomeAway keeps offering -- as though repeating the same stupid response over and over and over again makes it validHomeAway received the money -- I have a credit card record -- and HomeAway needs to return it to me on an active credit card -- not one which has been closedAND, HomeAway had days notice before the problem occurred and did nothing to anticpate and solve itA more customer-unfriendly business doesn't exist -- they should be truly embarassed -- and take responsiblity for their actions which evidence willfullness Regards, [redacted] ***

Thank you for bringing this consumers concerns to our attention.According to our records this consumers listing was temporarily suspended due to the consumer making a bank account changeSince there was no longer an active bank account on 4/22/to route traveler payments to, the system suspended the listingWe show that the consumer was logged into his account on 4/22/and made several account updates.The listing was then reactivated 4/24/by the system as soon as this consumer completed the necessary banking information required by our third party credit card processing company YapstoneThis matter is resolved according to our account records

We apologize for the experience this consumer has had We reviewed their situation and it seems that we may be able to refund the charge We will contact this consumer directly with the details

Revdex.com: I was contacted by VRBO to submit paperwork via email; already sent to VRBO directly todayI may be covered under their Basic Rental Guarantee but I am waiting on response to resolve the situationThey wanted me to dispute the charges with by bank, already did and it was denied (attached) due to the fact it was pass the day period of original transaction Regards, [redacted] ***

HomeAway is an online marketplace for owners to advertise, and travelers to find, vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property managerIt is the responsibility of the owner to make sure they are happy with who they are renting their property toOur site has a Community section where owners come together and share information about their best practices, including the screening of potential guestsPayments made through the site are processed by another company called YapStoneIf a traveler filed a dispute with their credit card, it is YapStone that would have contacted this consumerWe strongly recommend that this consumer contact YapStone to seek their assistanceThey can be contacted on [redacted]

Complaint: [redacted] I am rejecting this response because: DICTIONARY: Fraud is the intentional deception of a person or entity by another made for monetary or personal gainFraud offenses always include some sort of statement, misrepresentation, or deceitful conductTHE LISTER NEVER OWNED OR MANAGED THIS PROPERTY...EVER THIS IS FRAUD AND VRBO IS CHOOSING TO IGNORE IT WHAT IS THEIR DEFINITION Regards, [redacted]

This consumer signed up for a new listing on 4/9/He then contacted us on 6/3/asking for a refund since he had not received any bookings yetThat was days into the annual subscription term.The listing subscription for this consumers advertisement was purchased for one year of service under the ***.com Terms and Conditions, which can be located in its entirety at http://ww [redacted] om/ [redacted] .htmEach member MUST agree to these terms prior to making a payment on our website.Specifically, regarding refunds, our Terms & Conditions state the following:"Refund Requests: Generally, no refunds are available unless a member qualifies for a refund under any guarantee program we may have in effectIf you believe you qualify for a refund under a guarantee we are offering, you may contact customer support by sending your request to the address listed under “General – Contact Us” above and include your listing number, and your reason for dissatisfactionWe will then determine, in accordance with the applicable guarantee program, whether any refund is due."This consumer was sent a link to the terms of the No Booking, No Fee Guarantee on 6/16/The link was fully operational at that time and has only recently been disabled as we are no longer offering this guaranteeThis consumer was also informed in the same email that he would need to fill all the photos slots in his listing to qualify for the refundHe had only out of a possible photos displayed on his listing.This consume only just informed us on 3/5/that the link no longer workedWe immediately sent the following guarantee eligibility information to him via email: [redacted] The new subscription or renewal must have been for a twelve (12) month period and the member must have not received any discounts on the subscription; [redacted] The member must have made the property available for rent at least six (6) months during the twelve (12) month subscription period and rental rates must have been displayed on the listing during at least six (6) months of the subscription period in advance of the dates during which the property was available; [redacted] The property may not have been sold during the subscription period or the first renewal, as applicable; [redacted] The member must have updated the rental calendar at least once per month throughout twelve (12) month subscription period; and [redacted] The member must have posted the maximum number of free photos of the property provided for under the member’s subscription.This transaction does not qualify for a refund

I which they were zero stars. I believe they are a fraudulent company. In the business of taking people’s money.