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Business ProfileforVrbo
Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning consumers experiencing difficulties including unreasonable delays in refunds, honoring guarantee claims and processing timely cancellations. On June 7th, 2023, BBB submitted a written request to the company encouraging them to address their pattern of complaints. July 27th, 2023, BBB received a response from Vrbo, however response received reviewed current process and not the ways Vrbo will mitigate the increased complaints and pattern. An additional response is pending. BBB will update this profile with any additional information, including any business responses, when it is available.
In June of 2023, BBB began investigating Vrbo’s business practices. This investigation was
prompted by a large volume of complaints and customer reviews received by BBB.
Based on an evaluation of the consumer complaints and customer review data,
BBB’s file conditions indicate that this business has a pattern of complaints
and customer reviews concerning customer service issues and Guarantee issues
specifically around the terms and conditions of the “Book With Confidence Guarantee.”
Consumers allege:
• They
experience an unreasonable delay in providing a customer refund
• They
experience an unreasonable delay in honoring a valid guarantee claim
• They experience an unreasonable delay
in processing a timely cancellation of their transaction:
Consumers requesting
cancellation within the refund window experience delays from Vrbo or the
homeowner in addressing their request. Allegedly, the consumer may forfeit all
refund or only receive a partial refund. Consumers further allege the “Book
with Confidence” guarantee is unclear on who is responsible for canceling or
providing refunds, further delaying the process.
• Consumers allege “Material
Misrepresentations” are said to be covered in the advertising on the website, however,
claims regarding cleanliness or actual misrepresentation are then not covered in
the fine print and in the complaints themselves.
• Consumers allege Vrbo claims not to be
able to assist with issues since they are “only a 3rd party hosting site” but
this appears to be contradicted in advertising specifically the “Book with
Confidence Guarantee” Customers do not understand the contract to be with the
homeowner and it is unclear what the recourse is for customers when the
homeowner refuses contact.
BBB is concerned about the pattern and underlying issues
of these allegations.
In July 2023 BBB began contacting Vrbo to address the
underlying issues of these disputes. BBB requested the business respond with an
outline of the policies/procedures, actions they are taking, and other efforts they
have in place to help address and eliminate the underlying issues of this
pattern. BBB received a response from Vrbo, however response received reviewed
current process and not the ways Vrbo will mitigate the increased complaints
and pattern. An additional response was received on October 20th. BBB will update this profile with any additional information, when it is available.
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Headquarters
- 11920 Alterra Pkwy, Austin, TX 78758-1115
- BBB File Opened:
- 10/18/2004
- Years in Business:
- 30
- Business Started:
- 1/1/1994
- Business Started Locally:
- 1/1/1994
- Business Incorporated:
- 4/15/1994
- Type of Entity:
- Corporation
- Alternate Business Name
- HomeAway.com, Inc.
- Vrbo.com
- Vacation Rentals by Owner
- Related Businesses
- Business Management
- Ms. Amy Munguia, Manager - Priority & Global Privacy Customer Escalations
- Ms. Rachel Fields, Supervisor, Escalations - Expedia Group
- Contact Information
Principal
- Ms. Amy Munguia, Manager - Priority & Global Privacy Customer Escalations
Customer Contact
- Ms. Amy Munguia, Manager - Priority & Global Privacy Customer Escalations
Customer Complaints
2,879 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Customer Reviews
934 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Eric Y
04/12/2024
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