NORTH CAROLINA -- If I could have given this company zero stars I would have but 1 is as low as you can go. Lucky for them. I have never in my life dealt with such an incompetent business group. I had tried to reserve a property for given set of dates. I paid my $140 booking fee which is on top of the property owner's rental fee. Fair enough! VRBO confirmed that the weekend was reserved and "Guaranteed" my reservation. I was informed that the owner would call me to confirm the dates and the booking. Days pass and no call from the owner. I called VRBO again to let them know that I had no contact from the owner.
The VRBO representative gave me the owner's name and email and I contacted her to ask about our reservation. She informed me that she had never been made aware of our reservation request by VRBO and that the home had since been rented by another group! So much for the VRBO guarantee! I called back VRBO and asked why I had lost my "Guaranteed" reservation. The representative asked me to confirm my reservation number and email. I confirmed and she said my email address was incorrect even though it was the same email I registered with and had confirmed each time I called VRBO. She then asked me if my name was Beth.
Being a male I confirmed to her that I in fact was not Beth. The VRBO representative then said the home was confirmed to someone named Beth. I asked how Beth could have reserved my weekend that I paid VRBO $140 to secure. I then asked what the credit card number was that was used to secure "BETH'S" rental. Lo and behold my credit card was used by VRBO to secure Beth's rental. Ain't I a nice guy? I told this representative that they had not only lost my reservation dates but somehow managed to charge my card for another group's reservation on my weekend.
She said my funds would be refunded in three business days with no explanation of how I paid for the other person's fees. Guess what, no refund for 8 days. I called again today to ask why I had no refund. The VRBO rep. said that the owner had to cancel my reservation! Incredible? The owner has to cancel a reservation that I never got and she never received. So another call to the owner who was a dear through all this. I tell her the latest from this sad saga and she calls VRBO to cancel a reservation that does not exist for me. I call back to VRBO just moments ago and they assure me that my funds will be in my account within 3 business days.
Tick tock! I probably should have waited to write this review as I would not be surprised to have to report that I didn't get my refund. As a matter of fact, I'm so pissed that I am going copy and paste this and save it so I can add to it later if need be. And I'll send it to the CEO of this sorry excuse for a business. The CEO should start reading these reviews because I have a feeling they won't be in business for very much longer! I have always been a fan of acrostics. Here's the revised one for VRBO! VERY ROTTEN BUSINESS ORGANIZATION!! AVOID THIS COMPANY LIKE THE PLAGUE!
AUSTIN, TEXAS -- HOMEAWAY/VRBO/VACATIONPAYMENT ARE ALL SCAMS BELONGING TO THE SAME CORPORATION. I am a property owner and listed my property on Homeaway, worst company ever to deal with. Most of the travelers on this site are crooks. Case in point Amanda ** of San Diego made a reservation for 54 nights through Homeaway and paid with credit card through Homeaway payments and 20 days into her stay her plans changed and out of the blue filed two complaints on the same day in an effort to find an excuse to get out of the lease. First one was that the toilet is leaking. Sent maintenance the same day and found no leak, then she complained that her gate tag was not working.
Replaced the gate tag with a new one but nevertheless she left and filed a charge back dispute stating the services were not provided. Contacted Homeaway and Homeaway payments and both are totally incompetent idiots working in this organization. Homeaway even though was being paid per reservation that means virtually no contact with the tenant until reservation is confirmed and homeaway is collecting fees upward of $400 for this reservation but takes no responsibility whatsoever when crooks like these use their site.
They have no safeguards against such activity. They are only interested in making money on the backs of unsuspecting property owners and if a crook disputes the charge Homeaway neither takes any responsibility or assists with resolving the issue. They are basically saying to the property owner, "Go ** yourself. We do not care.” Worst customer service ever, all located overseas and their customer service reps are unable to communicate in proper English. It seems like Homeaway purposely hires the dumbest of the dumb.
And their payment processor is even worse. All they do is send generic emails and every time it's a different person so you do not even know who the hell is handling your case and you are unable to speak with anyone in authority. I don't think they have any executive staff at all or they are hiding their tails somewhere and are unavailable on the phone. Homeaway and its affiliates appear to be a complete scam and if any property owner is reading please for your own sake stop using this service because they will screw you without hesitation.
HAWAII -- We rented our home, renter paid refundable damage deposit, then trashed our home seriously, so we held back the deposit, provided pictures, cleaners detail, there was felt pen drawings on the floor, felt pen marks on new furniture, all of this info provided to VRBO and get this: VRBO refunded the entire amount to the scofflaws. Microwave broken, missing remotes, stayed an extra 1/2 dayamazing... All of this documentation pictures etc provided within a timely manner.
We responded to the VRBO emails but they many times were to an expired email address. These folks are very dishonest. Run, don't walk away from VRBO, If you as an owner had similar experiences, please file complaints to the Federal Trade Commission, attorney generals office in Texas and your elected officials, Let's shut down this scam business!!!
AUSTIN, TEXAS -- We reserved a room in Puerto Vallarta 2 years ago in December. My husband had a ruptured gallbladder and we couldn't make it back until this April as they were booked up for 2017. We arrived and the room was NOT what it was suppose to be. The photos were old and it looked all new. The beds sagged and it was the worst vacation ever. The room was not spot on clean. It was dirty in the corners and just disgusting. Comfort level was a 2. Parties went on until 5AM and nothing was done about it. So much for those guards walking around. The Peacocks are beautiful (4 of them) but they holler all day and all night. It sounds like a cat that is being killed.
The people below us had a BBQ grill going (NOT allowed) and all the smoke came into our room. We called the owner, we called the front desk (Velas Vallarta) and finally after the 4th time decided we should call the fire Dept. It was the vacation from hell. We left early and went to another resort and now to write a bad review we know it will never be posted. THIS ISN'T RIGHT. We all should be able to hear the truth about these rooms, so we know better than to book them. I think it's time for our gov't to get involved. This isn't right.
If you are an owner, of a Vacation rental property and you want to advertise on VRBO, do yourself a favor and don't do it. (1) They charge travelers an onerous "Service Fee" for which the traveler receives no benefit. (2) The fee will increase the price of your stay to the point where your prices are no longer competitive. (3) They will strictly control your communication with guests lest the guest discovers a way to book the reservation without paying the fee.
(4) They will accuse you of violations of their Terms of Service even if you are strictly adhering to the rules. (5) Customer support is downright abusive. Imagine dealing with an IRS agent who believes you are a tax evader and you will get the image.
If you are a traveler, (1) there is no reason to book with VRBO. Do a little more legwork and you can find the same property for less on another site. (2) VRBO charges you a "Service Fee" even though they are not delivering a service. The owner of the property you are considering has already paid a fee to advertise their property on VRBO. (3) VRBO wants to handle your payments, even though they are completely unqualified to do so.
VRBO used to be an excellent site for advertising vacation rentals and facilitating direct communication between property owners and travelers. Those days are gone. Look for regionally-focused sites that are now catching on and are taking advantage of the dissatisfaction with VRBO.
ARIZONA -- I have booked several vacations through VRBO. My latest booking went wrong and VRBO did not honor its "guarantee". I made a reservation through VRBO for a summer vacation. After booking, I did not see the reservation under "my trips". I called the owner and VRBO.
The owner assured me he would straighten things out. VRBO said they would open an investigation. I asked if I needed to do anything else to fix the reservation and was told they would call me back. I called them again the next day and was told the same thing. On the third day, the reservation appeared and looked just like every other reservation I had. VRBO never called me back.
Months later I found out that the owner had sold the property prior to my vacation and he refused to return my deposit. I called VRBO and they told me that the guarantee was not valid because of the problems I had at the beginning of the process. They told me that they allowed the owner to post the reservation on my account even though they did not intend to cover me with the VRBO guarantee. They misled me and now offer me absolutely no help. I will not use them ever again.
I was booking a cottage, and for whatever reason (they won't tell me why) they said that my credit card was rejected because of "irregularities" but they still managed to charge the card $1,500. How exactly they pulled that off is quite a feat. Even better, they aren't returning the money for 5-7 business days. Now, this cottage was for my boss, who is arriving in 2 days.
So in order to make sure she has a place to stay, I am going to have to shell out even MORE money to secure her lodging. And I still have no idea why they took my money and then claim they have to return it. Unprofessional and unacceptable. Customer Service was a joke and the property owner is equally as furious as I am.
I am a homeowner that has many complaints about VRBO. Biggest complaint is the service fee that actually provides no service. I manage my property and any renter who has a problem is going to call me not VRBO. My latest problem is that I had a renter cancel their reservation on us and when that happens we keep the nonrefundable security deposit for taking our property off the market and the possibility of us losing rentals for those dates.
In doing so, by not rounding our guest 100% of their payment VRBO has decided that this gives them the right to keep the service fee that they have charged. How are they keeping a service fee for no service. They will not have to provide service for this guest for my property. Completely criminal. The agent told me I had plenty of time to rebook and that I shouldn't keep their security deposit. Crazy!! I have also had too many agents lately who could care less, so frustrating.
Also learned recently that when you have to keep someone's security deposit for damage done to your home, VRBO charges a 3% credit card fee for the transaction. I paid fees on the damage deposit. Hoping another company comes in and takes over because right now they know they have property owners by the **. Frustrated Homeowner.
AUSTIN, TEXAS -- VRBO/HomeAway was a great website and I had a successful relationship with them, then they were sold to a large company. Customer Service is outsourced. When I called for help, regarding a mistake on the billing, they told me I had to work it out with renter, who did not return my calls. They charge a very high fee and offer "0" support. On the other hand, I'm getting more rental requests from Airbnb and when I contacted their customer service this is what I received. "Each and every user that becomes a member of the Airbnb family is extremely important to us," Plus they have lower fees. Which company would you choose? No brainer!
I rented a unit in Palermo, Italy that was listed on VRBO... VRBO listing is 6372200. Stay away from this owner. My wife and I had to leave for the airport sooner than we expected, so we were not able to "officially" check out with the owner. The owner claimed we damaged his door and decided to keep my E100 deposit. I complained to VRBO and was told they would require proof of damage from the owner along with a PAID receipt for repairs...
VRBO claims the owner supplied pictures but is refusing to show me the pictures... They have NO paid receipt. They say it is NOT necessary. We are in our late 70s. We did not damage his door. I will never use VRBO again. They can't be relied upon to protect the renter.