“Vrbo worst company ever for rental listing's. Worst customer services! They will not help you with any problems you have had with rentals that you rent thru them. We stayed in a property listed on vrbo and this place was a completely disgusting unsanitary property. The house wasn't cleaned before we arrived. We showed up and called the owner of the property telling him it was left disgusting and unsanitary. He responded he was sorry but the he didn't get cleaners out there until the 3 day we were there. So we had to buy cleaning supplies the first day to do all the cleaning ourselves. We had $400 in out of pocket cleaning products including shop vac and mops and paper towels and disinfected wipes. Pool cleaners showed up on the 3rd day and told us that the pool we had been swimming in for the 2 previous days didn't have a filtering system or pump that worked. And they haven't been out to clean the pool in a month so we were swimming in a unsanitary disgusting pool! We reached out to VRBO and sent in 30 plus pictures and videos of this disgusting property. We also let them know the back doors don't lock so we were staying a property that wasn't safe or secure for our multiple families. Every staff member apologize and said they would never have been able to stay there and the would work to get us refunded. Today marks 6 weeks since we stayed at that property and VRBO contacted us and said they can't give us any type of reimbursement for cleaning supplies or refund for stay due to cleanliness???? Which is absolutely horrible!!! We will be filing legal actions and just submitted all pictures and videos and correspondence from VRBO to the health department! I hope there property get closed down along with VRBO! No body should have to go through this! It's a horrible business practice!”
“VRBO only posts reviews that are good. They will not post
customers' bad reviews. This is unethical as we will never know the true conditions of rental. When you write a bad review, they will ignore it and if you try your best for them to post, they make it totally impossible for you to do so. So DO NOT TRUST a rental review or you may be in for a big surprise as I was. PLEASE TRY TO USE OTHER RELIABLE COMPANIES AND STAY AWAY FROM VRBO Company.”
“I should have read the many other reviews before booking. They allow unscrupulous owners to freely take extra charges from your payments details with no evidence. Host, after leaving us a 5 star review, accused us of taking at least half of his dirty laundry on our tour of Florida. Clearly a mistake but their property manager and then hidden. Or just a way to solicit extra funds. Support useless. Pretend to help. Get you to jump though hoops only to reject your claim and side with the host that is paying them fees and therefore complicit in their criminal activity.”
“DO NOT USE VRBO.
I booked a 7 bedroom house in France for my wife myself our 3 kids and spouses and 6 grandkids 15 months ago at a cost of nearly 6 grand. This was for the week commencing 10th August 2024. I received an email on the 2nd August saying the house is no longer available and the holiday was cancelled. I was gobsmacked and hoped that VRBO would sort something out. It is now the 6th August and I have not heard a peep from them. Absolutely disgusting and I hope everybody reads this and doesn't book anything with them. BEWARE OF THIS COMPANY.
I ONLY GAVE THEM 1 STAR AS THERE IS NOT A LOWER SCORE TO GIVE”
“Stay away ! Had a confirmed booking with Vrbo and host got another booking and asked me to check out , Vrbo support did nothing , they said I should be refunded BUT they are waiting refund from the host !!! Total fraud”
“It has been a nightmare trying to get a refund for a VRBO property that I didn't stay in. Upon arrival to the rental property on March 23rd to check in, the property was not in the best condition. So, I called customer service to cancel and file a complaint. They told me to send pictures and send the booking details. After doing so, they agreed with me regarding the home condition and they told me to check into a nearby hotel because they were unable to find an available VRBO home at the moment. They said I would receive the hotel reimbursement AND a reservation refund to use for the a VRBO home that they would place us in. We spent two days going from one hotel to the next waiting for them to inform us of the new VRBO home. When they didn't place us in a new home, we decided to end our spring break vacation early and went home. Now, 76 days later, I am still fighting for a reservation refund. As of yesterday, 76 days later, a VRBO representative informed me that on their end, their system shows I never canceled. Apparently calling customer service and speaking to the home Host regarding the condition of the home on the day of arrival did not constitute as a cancellation. So, I was supposed to cancel a different way. I still don't know what that different way is but I'm assuming I needed to cancel through the app. No one told me that when I called. In my mind, I canceled directly with them by speaking to a representative who said I would get a refund. I was told this via email. They said that email meant reimbursement for the hotel. I did receive a reimbursement but I thought it was the reservation refund because the reimbursement amount that I received was the same exact amount I paid for the rental home. I was told I would receive a reservation refund, so I thought the reimbursement I received was the reservation refund. After calling several times since March to get the update on the hotel reimbursement, finally 76 days later a VRBO representative informed me I already received the hotel reimbursement and I was not getting a refund for the reservation because the system shows I did not cancel. He said the reimbursement I received was the hotel reimbursement and not the reservation refund. Apparently, cancelling by talking to a VRBO representative and by talking to the home Host does not make it a cancellation. Why didn't the representative or the Host tell me despite this extenuating circumstance, talking to them and filing a claim report did not warrant a cancellation? Honestly, I still dont know what would have been considered a cancellation in my situation. There was no way to cancel through the app the day of my stay. When I spoke to the Host on the day of checkin regarding my displeasure, he apologized and proceeded to give me excuses saying others have stayed there and liked it. He never offered a refund solution. So, now VRBO wants me to work something out with the Host. Really? 76 days later? If he didnt give me a refund after we talked on the day of checkin, what makes them think he's going to give me a refund now 76 days later?! Clearly, I have to take other measures to get a refund. I have so much written proof that I didn't stay there but their system says otherwise. I'm very upset and disappointed. Do not book with VRBO! Never again will I do that. Besides the nightmare on that day with seven kids, and not getting my money back, this process has been even worst dealing with customer service. They are unorganized, tell you conflicted information, no one knows what they're talking about and their system is apparently flawed.”
“My husband, son and myself booked a getaway to Miami for the week of Thanksgiving. My husband's cousin invited us to celebrate Thanksgiving with them (in Lakeland - 4 hours away), so I booked an apartment for that 1 day and night. We left Miami, while driving to Lakeland, I realized I heard nothing from the host. I contacted her, to be informed my booking was not confirmed, and the location was occupied. Now I had already paid, and received confirmation from this very host, and I told her as such. She asked me to send her proof, I tried to call her, her number was not working. I called VBRO immediately. The rep' I got was very nice, very helpful. He too tried to reach the host, but had similar issues with her phone. He told me he was going to escalate my matter, to make sure I got refunded. Made sure we were at the legal check in time(4pm), before labelling it a 'no go'. He then advised I find other lodging. So here I was, on the road, with my family, on Thanksgiving, with nowhere to stay! I know my husband's cousin would have had us stay with them, but they already had 32 people at their house. I found a hotel room. The next day I was contacted, to find out what happened. And this is when this got bad. It was like pulling teeth! I had to provide ALL the documentation, even my message with the host, to prove I was wronged. DAYS of back and forth! Then in 1 email. I was told they'd refund my hotel stay. Good news is. I got my refund for the lost stay, but when the time came for them to refund the hotel stay. I was told to provide proof of when I was informed of such. Thank God I still had the email. I sent it, you'd think that would be enough...NOPE! Was told since my hotel was cheaper than the place booked, they would not refund. So if it were more expensive they would have?! Well, no to that as well. I was told the email was 'not what they meant' and if it were slightly more expensive they would have refunded. Hey VBRO...then why not say that in the email then?! Don't put things in writing, to then say it is not what you meant. I have been using VBRO for 12 years. I will never use them again, or encourage anyone to use them.”
“This app is horrible, dishonest. I made a reservation for a house, the owner hadn't approved it yet and the app authorized me to make the reservation. and the owner of the house had no availability and canceled my reservation. and vrbo told me that they can't do anything and wait up to 15 days to return the money. it was their mistake.”
“My family and I rented a home that was supposed to be for a wonderful weekend celebrating my mothers birthday. When we arrived to the home we immediately noticed a very steep stairway of 60 stairs leading down a cliff to the home, which was the only way to get there. There was no mention of this on the website. My mother is handicapped and can do some small stairs but this was not something she could do. The rest of us went down to investigate. The stairs and railing which were wood and nailed in were not steady and a huge hazard. Many were barely attached. I even yelled at my kids not to touch the railing it was so dangerous. When we opened the door to the home, a horrible smell hit us immediately. The entire home smelled like a moist rotten basement that had not been opened in decades. That aside, the only downstairs toilet was hidden behind a washer and dryer that only had about 6 inches to squeeze through to get to. This was to be my elderly mothers bathroom. Also, the home has major foundation issues and was slanted by at least a few inches to one side. We felt like we were in a scene of A Series of Unfortunate Events. We immediately vacated the home and called VBRO who gave us a incident number and from there sent us to the "customer service" department. Which I do not understand why VBRO puts on a front as if they actually have a customer service department because they did nothing and told us they would do nothing to help that it was up to VaCasa to help us which is the company that manages the property. (side note: I had a issue with another Vacasa property being grossly misrepresented but I rented from airbnb. Vacasa refused to refund me but Airbnb did.) One of the customer service reps at VBRO even became verbally abusive toward my mother, after she had been on the phone for 5 hrs saying the same thing to these people, and I had to take the phone from her as she was in tears and he was verbally abusive to me as well. Bottom line, I would absolutely never recommend anyone rent from VBRO nor a Vacasa property. Stick to AirBnb and the properties on that site that have high ratings. VBRO and VaCasa get my vote for the worst companies in the world with absolutely no customer service.”
“I used VRBO on a recent vacation in the West and have been really happy with the experience. From now on I will always check with their website before making plans for my future travel.”
