Additional Information for Vrbo

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 7^th, 2023, BBB submitted a written request to the company encouraging them to address their pattern of complaints. July 27^th, 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.