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Updated Published
Whether you’re planning a weekend getaway or a long-awaited family vacation, booking a rental home online can be a convenient and affordable option. However, BBB is urging customers to always do their research before booking.
BBB has received several reports of consumers who are tricked by scammers on these platforms, particularly when property owners ask you to communicate or book outside of these platforms on fake websites.
the scam
You’re planning a getaway and browsing popular home rental sites like Airbnb or VRBO. You find a rental property that you love and try to book it through the platform. But then, you receive a message from the property owner or rental manager asking you to book directly through their own website instead. You visit the website, which looks professional with photos and reviews. You book your rental and put down your deposit or full payment. Later, the scam can unfold in a couple of ways:
The vanishing act
Let’s say you need to cancel your reservation. When you try to contact the rental company, their website is gone or the phone number no longer works. If you try to email, you may receive an automated response back that says they can no longer help you or refund your money.
Last-minute cancellations
Just before your trip, you may receive an email or phone call saying your reservation has been cancelled, and a refund never arrives.
In either case, your money is gone, and your vacation plans are in jeopardy.
$9,000+
lost by one family who booked off-platform
SourceBBB Scam Tracker
“We were originally booking a family vacation on airbnb, when we contacted the vacation rental owner the directed us to their website as the preferred method for rental…After several months of booking we had to cancel the reservation …. In trying to contact the Company the number listed is no longer active and when emailing the response received back was an automated response stating they could not issue a refund citing they no longer represent the credit card processor that was used for payment of the booking…”
protect yourself
Always book through the official vacation rental app
Use official apps or websites, such as Airbnb or VRBO, which have secure payment systems and refund protections. Never agree to move a conversation or payment off the platforms. If you are taken to a different website, always verify if it’s legitimate.
Watch for red flags
Be cautious of listings that seem too good to be true, pressure you to book quickly, or require unusual payment methods like wire transfers, gift cards, or cryptocurrency.
Verify listings independently
Check if the property is listed on multiple reputable sites. A reverse image search of the property photos can reveal if they are stolen from another real listing.
Check customer reviews before booking
Genuine listings often have numerous detailed reviews. If a listing is new or has limited feedback, take steps to verify the listing is real. Visit BBB.org or other online review sites.
Communicate through the platform
Keep all correspondence with the rental company and your payments within the official site’s messaging system to ensure there is a record kept if something goes wrong.
Use a credit card
Credit cards offer stronger fraud protection and dispute options compared to wire transfers, debit cards, or cash.
Report a rental scam
If you have experienced a vacation rental scam, report it to BBB Scam Tracker to help warn others.
Another rental scam to know
Read more about this similar scam related to vacation rentals.
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