Complaints

This profile includes complaints for Vrbo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vrbo

  1111 Expedia Group Way W Seattle, WA 98119

  
• 

  Eugene Revutsky - VRBO Rental 4805070ha

  170 Saw Mill Rd Long Pond, PA 18334

• 

  Vacation Rentals By Owners

  3635 S. Fletcher Avenue Fernandina Beach, FL 32034

• 

  VRBO Property

  2229 Red Bank Circle Sevierville, TN 37876

• 

  VRBO

  2433 11th Ave SE Largo, FL 33770

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I booked a property on VRBO for a stay in ***********, ** (reservation # *****). Per the platforms payment schedule, I was supposed to be charged $1,892.72 upon booking and $4,268.16 in December. Instead, VRBO themselves charged me $3,470 upfront, over $1,500 more than they were supposed to, with no explanation and no way to dispute it through the platform.Shortly after booking, the host began messaging me to say they had not received any payment, and then sent me an unsecured (non-HTTPS) link asking for money off-platform. When I questioned this and tried to clarify, the host sent threatening SMS and email messages and informed me they would not honor the booking at all even though I had already paid.I immediately contacted VRBO to report this both the payment issue and the hosts threats but instead of addressing the violations, VRBO claimed the host is an "integrated property manager" using third-party software and that they cannot intervene. I was told I could cancel the booking from my guest account, but the cancellation terms imposed by VRBOs system would mean I lose 75% of the payment even though the host unilaterally voided the agreement and violated VRBO policies.This situation is completely unacceptable. I booked and paid through VRBO. VRBO overcharged me. VRBO allowed the host to violate its payment policies and threaten me. And VRBO is refusing to resolve the issue.I am demanding:1. A full refund with no penalty;2. That this property be delisted immediately for clear violations of trust and safety;3. And $500 in OneKeyCash for the severe inconvenience, time lost, and emotional distress this caused.This experience has shaken my trust in VRBO, disappointing as Expedia gold member. If your platform cannot guarantee secure payments and protection from host harassment, I will not book through VRBO again.If this is not resolved promptly, I will pursue a credit card dispute and escalate to consumer protection authorities.

  Business Response

  Date: 08/03/2025

  
  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address **** ******* concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that **** is concerned about booking refund.
  
  We have thoroughly reviewed the documentation and evidence about booking refund has provided regarding this complaint.
  
  We understand **** frustration and sincerely regret any inconvenience this situation may have caused. We have been working on ******* concern since we have received it to find the best and possible options to help getting a better resolution. We are pleased to inform **** that our team has processed USD $200 one key cash as requested. This amount is now available for use on future bookings through our platform.
  
  We have assured **** ******* that we have provided the resolution using the best of our resources. Thank you for bringing this matter to our attention. 
    
  Best regards,
    
  Vrbo Customer Support Team 
  
  

  Customer Answer

  Date: 08/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  VRBO not assisting/representing us as their advertising says they will (instead favoring Owner), and not providing quality of unit advertised.VRBO vacation rental in ***** ****** for 5 nights 7/1 - 7/6, 2025. Dispute over quality and failure to provide what promised (airconditioning). ***** was under red alert heat wave on 7/1 (closed ************ due to heat). VRBO listing said unit has central air conditioning ("AC"), but it was not working properly. Apartment unbearably hot. Studio ******** (unit management company) sent out agent, who confirmed AC needed repair (stood on stool to feel dribble of cool air coming out of vent). Studio Prestige later messaged us that they would send out repair person (see documented messaging on VRBO's App). While were out, owner comes by, says ** is "Good enough". Management provides fans only (see photos), which was not adequate - blew hot air at us. We informed Studio Prestige if AC not repaired, we would need to move out. We moved out 7/2, after 1 night. Requested VRBO refund for the 4 unused nights. They denied, citing "lack of proof", says need photograph of temperature gauge. Our proof is Studio Prestige initial acknowledgement that AC not working, and sending over many fans. VRBO not assisting us as their advertising says they will, and not providing quality of unit advertised.

  Business Response

  Date: 08/03/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ***** ******** concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that ***** is concerned about a refund for booking ID **********.
  
  We have thoroughly reviewed the documentation and evidence ***** has provided regarding this complaint.
  
  We have carefully reviewed all the documentation and evidence ***** provided, and we have also examined the communications exchange between ***** and the host via the Vrbo messaging system. Based on our review, we acknowledge the discomfort ***** experienced due to the lack of adequate air conditioning during yo ***** stay, especially given the high summer temperatures. We fully understand how challenging and inconvenient this must have been, and we empathize with the circumstances that led ***** to leave the property and secure alternative accommodation.
  
  At this stage, we are actively communicating with the host to gather their perspective and to determine whether they intend to offer a refund for the unused nights of ***** reservation.
  
  In the meantime, we have requested ***** assistance in providing documentation related to alternate accommodation booked for the dates July 2, 2025, to July 6, 2025, specifically:
  
  -A copy of the hotel or stay folio/invoice
  -Proof of payment, such as a bank or credit card statement showing the transaction
  
  This information will help us proceed with a thorough and fair investigation. We have assured ***** ******** that we have provided the resolution using the best of our resources. Thank you for bringing this matter to our attention. 
    
  Best regards, 
   
  Vrbo Customer Support Team 

  Customer Answer

  Date: 08/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******.   

  My complaint remains UNRESOLVED but appears to be ongoing as VRBO has indicated they will further investigate the matter.  I have attached the documentation that VRBO gas requested.  Please note  I replied on July 30th to an email from ******* at VRBO Support requesting the same documentation, and attached the same documents as are attached here.  

  I appreciate BBB's ongoing assistance with this matter.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation online through VRBO for a 5 day trip. I was sent receipts for the total amount of my trip by the host but the total amount charged to me in the end was not seen by me upon booking or even after by the host. In an email at the very bottom of my stay details was another amount that I did not agree to. I tried to resolve the issue through their online portal with someone saying my case was being escalated but no response. These are deceptive tactics and show the honesty or lack thereof, of a company. I would like a refund from VRBO for the hidden fees charged to me without my knowledge. I am attaching the receipts with differing amounts which amounted to $270. (The larger amount was hidden in the bottom of an email and only found after I discovered the charge).

  Business Response

  Date: 07/23/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Ambers concerns. At Vrbo, we take guest feedback seriously and strive to ensure a clear and positive booking experience for all our users.
  
  We understand Ambers concerns regarding the charges on booking 34P32YCH, and we sincerely apologize for any confusion this may have caused.
  Upon a thorough review of the case, we can confirm that the $240.00 referenced was the Vrbo service fee, which is standard for all bookings made through our platform. An additional $29.52 was collected as a stay tax, in accordance with applicable tax regulations. The rental amount itself was collected directly by the host or their Integrated Property Manager (IPM), which may have contributed to the confusion, as this payment was processed via a separate link sent by the host.
  
  Upon thorough investigation of case reference *********. Our Social Response Team has conducted a full investigation and communicated the breakdown of charges to the guest, along with clarification on the booking and payment process. We understand that the separation of charges may have created an unclear experience, and we are actively working to improve transparency in our payment flow.
  
  While we regret that ****** experience did not meet expectations, we appreciate the opportunity to clarify the matter and reaffirm our commitment to supporting our guests.
  
  Best regards,
  Vrbo Customer Support Team
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23642290
  
  I am rejecting this response because: this is still completely unacceptable and dishonest tactics used by a company to get unassuming customers to accept a payment that is more than what  they actually agree to. I 100% will not do business with VRBO again and I would recommend that anyone else considering giving them their business look elsewhere. On top of the fact that there were hidden fees, the listing I ended up renting was inaccurate and not as described and they do nothing about that either, but theyre sorry so I guess I should sit down and shut up. No, I do not accept this response.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company: Vrbo (HomeAway.com, Inc. / Expedia Group)Property ID: ******* Reservation ID: ********* I am the managing member of **************, which owns the property listed on Vrbo under the above ID. In March 2025, a Vrbo agent misconfigured my listing by applying unauthorized discounts, resulting in a loss of approximately $2,562.I contacted Vrbo immediately and have attempted to resolve this matter for the last 5 months. On April 2, 2025, a manager named "Jolie" confirmed they located the original outbound call their agent made where the error was made. On April 23, another support agent confirmed in writing that the billing department had access to the recording. However, on July 4, 2025, Vrbos billing agent ***** claimed the call did not exist directly contradicting Vrbos prior statements.I have maintained complete documentation of all interactions, including phone call logs, agent names, email threads, and timeline. I made multiple good-faith efforts to resolve this issue, including a final demand on July 4, 2025. Vrbo has not responded.I am requesting reimbursement of $2,562.If unresolved, I am proceeding with the Attorney General and small claims filing.

  Business Response

  Date: 07/28/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ******** Lagasses concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that ******** is concerned about the new listing discount applied for a reservation amounting to $2,562.
  
  We have thoroughly reviewed the documentation and evidence ******** has provided regarding this complaint.
  
  At Vrbo, we fully understand and empathize with the frustration experienced when an expected payout for a reservation does not proceed as anticipated. We recognize how crucial it is for ******** to receive funds as expected.
  To address this, a manual payout in the total amount of USD $2,562 has been processed. ******** should have received a separate email from Hyper-wallet to complete the payout process. By following the link in that email, ******** will be able to claim these funds via a bank, ******, or ***** transfer. Once the process is completed, ******** funds should post to the chosen method within 5 business days.
  
  Regarding the discount applied for the reservation HA-NP49GR, we would just like to inform ******** that we have identified that the new listing discount only amounted to $1,647.00, with the remaining $915.00 attributed to a long-stay discount. ******** can verify these details by visiting the payment details of this reservation. For assistance in adjusting these settings, we kindly ask ******** to contact our dedicated support team via phone or chat or visit our Help Portal for further assistance.
  
  We are grateful for the time and effort that ******** Lagasses has taken to share their concerns with us. While we cannot guarantee a specific outcome, we always ensure that every avenue should be explored to provide a resolution. Thank you for bringing this matter to our attention.   
  
  Best regards,  
  
  Vrbo Customer Support Team 

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Vrbo-listed property for a family road trip to ************ (case #*********). The listing was marketed as a clean, family-friendly home. What we arrived to on June 29, 2025, was the complete opposite: f**** in a toilet that wouldnt flush, unmade beds with crumbs and trash, food left on the stove, piles of dirty dishes, garbage in the sink and bathroom, and an overwhelming odor. The door was unlocked. The Wi-Fi didnt work. There were personal belongings scattered around, suggesting someone was still living there.We had children with us. They were visibly disturbed by what they saw and asked to leave. For their safety and well-being, we immediately packed up and checked into a hotel. The host never responded to messages or calls; their number was disconnected. The listing has since been removed from Vrbo.I called Vrbo support that same day and spoke with a *** for 42 minutes. I sent nine photos as proof. Despite this, I received ***eated emails saying I hadn't submitted documentation. I responded again, re-sent everything, and pointed out that I had already complied. Vrbo staff later ***lied that the messages I received were just automated emails sent while a case is still open. I explained that the tone of those emails was not generic; they explicitly said I had failed to respond and would need to open a new case if I didnt ***ly within 7 days. I met that deadline.I was eventually told my refund request was denied because the issue was cleanliness, which Vrbo claims is not covered by their Book with Confidence guarantee. This was not just about cleanliness. This was about false advertising and unsafe, uninhabitable conditions. I paid $326.43 for a stay that we could not safely use. Vrbo promoted this listing, facilitated the booking, and is now refusing accountability while the host disappears.I am requesting a full refund and asking the BBB to help me hold Vrbo accountable, as this reflects a complete failure of their promise to travelers.

  Business Response

  Date: 07/30/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ****** ****** concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that ****** is concerned about a refund related to booking: HA-CKBLQG.
  
  We have thoroughly reviewed the documentation and evidence ****** has provided regarding this complaint.
  
  Our Book with Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. At our core, we are dedicated to ensuring that our travelers have a wonderful experience from start to finish. We understand how important it is for every journey to be enjoyable and stress-free, and we continually strive to create memorable moments for our guests. It is our firm belief that no traveler should ever have to face difficult situations that detract from their adventures. We are committed to providing exceptional support and service, so that every traveler can focus on the joy of exploration and make the most of their travels with us. 
  
  We want to start by sincerely apologizing for the issue ****** experienced with the reservation and we are pleased to inform you that we have successfully processed a refund of $326.43 to the original form of payment. The refund will be reflected in ****** bank account within the next 7-10 business days depending on financial institution.
   
  We have assured ****** that we have provided the resolution using the best of our resources. Thank you for bringing this matter to our attention. 
    
  Best regards, 
   
  Vrbo Customer Support Team 
  
  

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do find it disappointing that it took notifying my credit card company and the BBB before VRBO decided to do right by the situation; however, I also understand that this is how organizations of their size generally operate. Now that I know the process to be followed when a situation like this occurs, I'll be sure to share it with others, as I'm sure many get discouraged after an initial rejection and do not pursue the issue further.

  Thank you for your assistance with this matter.

  With appreciation,
  
  ****** *****

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Property ID: ******* Reservation ID: ********* Arrival: May 31, 2025 Departure: June 4, 2025 Nights: 4 Guests: 5 adults, 3 children, 1 pet Host: *** ******** Total Paid: $1,931.41 (Breakdown: $1,088.00 stay + $385.00 host fees + $59.00 damage protection + $184.00 service fee + $215.41 tax)I booked a 4-night stay through VRBO and paid $1,931.41 in total. The property was unsafe and unclean, which is especially concerning because I was traveling with children. We were so uncomfortable that we began cleaning immediately, just to make it bearable for the night We documented everything with photos and reached out to the host as recommended by VRBOs FAQ. The host acknowledged the condition and agreed to give us a full refund if we left the next morning, which we did. We stayed less than 24 hours and immediately secured other accommodations for our family. I waited a week, which is the time the host said it would take for a refund. I tried checking the status, and VRBO said there was no refund in progress. However, the chat support said if the host said I would get a full refund, I would get a full refund. Since then, I have been in contact multiple times a week with VRBO and the host. Ultimately, VRBO said they could do nothing since its past the reservation time. However, I acted in good faith as I followed the VRBOs FAQ page, which describes that guests should be in contact with the host, not VRBO, unless issues arise. The host says that he keeps telling VRBO to issue a full refund, so he was surprised to hear that I only received $816 dollars back. Last week, VRBO confirmed that the full refund was issued, but only $816 was returned, not the full amount paid. I have messaged both the host and VRBO support multiple times, and I have not heard back anything. This is my last resort. I hope the BBB can help me hold VRBO accountable for honoring the refund that was promised.

  Business Response

  Date: 07/28/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ***** Crouses concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that ***** is concerned about the refund for booking ID *********.
  
  We have thoroughly reviewed the documentation and evidence ***** has provided regarding this complaint.
  
  After reviewing the details we found that host was contacted regarding ***** concern, and they have agreed to issue the refund for the remaining amount. As a result, a refund of $1,056.41 has now been processed. This should reflect in ***** original form of payment within next 57 business days, depending on ***** financial institution.
  
  We are grateful for the time and effort that ***** Crouses has taken to share their concerns with us. While we cannot guarantee a specific outcome, we always ensure that every avenue should be explored to provide a resolution. Thank you for bringing this matter to our attention.
     
  Best regards,
    
  Vrbo Customer Support Team 

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request additional reimbursement and compensation for a recent VRBO booking (ID: ********** that caused serious disruption, stress, and financial loss.We booked a property in ********** from June 2529 for $1,626.14. The booking was confirmed, but on June 25, we received no check-in instructions. Attempts to reach the host failedthe phone number and listing appeared fake. We waited for hours in over 100F heat with my elderly in-laws, which was distressing and unsafe.VRBO customer service later acknowledged the fraudulent listing and assured us of a full refund and reimbursement for a replacement booking up to $813.07 under the Book with Confidence ************ an emergency, we booked the Executive Inn *********** from June 2529 for $1,319.46 (2 rooms). The hotel was unsafe and poorly maintained; we were harassed outside and checked out the next morning.We then moved to the **********************:$667.46 (June 2629, one room)$296.87 (June 2829, second room)Total lodging costs:Executive Inn: $1,319.46 ************: $667.46 + $296.87 = $964.33 Total: $2,283.79 Given that this situation stemmed from a fraudulent listing and required last-minute bookings during a heatwave with elderly family members, I respectfully request:Full reimbursement of the $2,283.79 spent on replacement lodging, not limited to the $813.07 cap.Additional compensation for the emotional and physical distress caused by the extreme conditions, safety concerns, and hours spent without shelter.Thank you for your time and understanding.

  Business Response

  Date: 07/23/2025

  Dear Better Business Bureau, 
  
  Thank you for allowing us the opportunity to address ***** **** concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experiences. 
  
  We understand Yifan's frustration regarding their experience. We are sorry to hear that their vacation plans did not go as expected. 
  
  Upon thorough investigation of case reference *********, we can confirm that our social response team provided an appropriate resolution, as the concerns raised were related to the last minute cancelation that should have been addressed directly with the host prior the check-in, However considering the inconvenience the traveler had faced and to resolve this matter, we have offered a reimbursement of $669.72 to cover the price difference stated within the policy, along with an additional refund of USD 120 for the inconvenience caused.  
  
  We consider this matter resolved. Thank you for bringing this matter to our attention and allowing us a chance for resolution. 
  
  Best regards, 
  Vrbo Customer Support Team 

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a stay through VRBO and cancelled the same day, however, lost money due to the exchange rate. When I went to contact it says that the charge/refund was correct as the amount was in USD and the fluctuation in exchange rate to Canadian dollars is with our bank. I then questioned why they couldn't just reverse or cancel the original transaction rather than processing another. I was charged $1062.75 CD for the stay and a VRBO fee of $396.92 CD on July 9/25 and refunded $1008.71 CD July 11/25 and VRBO fee refund of $376.35 CD July 10/25. Difference totalling of $74.61 CD that I would like refunded please ($54.04 CD for stay and $20.57 CDfor VRBO fee.)

  Business Response

  Date: 07/30/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address Vee Cs concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that Vee is concerned about a reimbursement related to booking: HA-2M784M.
  
  We have thoroughly reviewed the documentation and evidence Vee has provided regarding this complaint.
  
  Our Book with Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. At our core, we are dedicated to ensuring that our travelers have a wonderful experience from start to finish. We understand how important it is for every journey to be enjoyable and stress-free, and we continually strive to create memorable moments for our guests. It is our firm belief that no traveler should ever have to face difficult situations that detract from their adventures. We are committed to providing exceptional support and service, so that every traveler can focus on the joy of exploration and make the most of their travels with us.
  
  We want to sincerely apologize for the issue Vee experienced with the reservation and we are pleased to inform you that we have successfully processed a reimbursement of $74.61 through hyper wallet. We have also shared an email with Vee outlining the details of how the amount can be claimed via Hyper wallet.
  
  We have assured Vee Cs that we have provided the resolution using the best of our resources. Thank you for bringing this matter to our attention.
  
  Best regards,
  
  Vrbo Customer Support Team

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:07/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at a VRBO property in ************, ** July 18, 2025 thru July 20, 2025. Property #*******, RES ** **********, hosted by Port A Escapes. The name of the property was With A Splash VW60. I searched the site and booked with the intent of renting a property with walking access to the beach. The site said this property was a 3 minute walk from *************. When we arrived, the property had no beach access at all, and the walk was in excess of ***** minutes, on a busy main road, which we were unable to do with small children. (I would have never rented this property if the site stated it did not have beach access.) ********************** said Holiday Beach is not even in ******* Pass, and they are not in charge of maps or mileage as stated on the VRBO website. There was no way for me to resolve this issue with VRBO, as they require a *** for the property, and the *** listed on their app would not satisfy the form they provided. I believe booking sites must provide accurate information to consumers or we cannot make a sight-unseen decision on which properties fit our needs. This property was not as described and I would like to receive a partial refund, and assurances that the site will be updated so future renters are given the correct description before paying these non-refundable, expensive rates. Our total out of pocket for two nights was $2420.18

  Business Response

  Date: 07/26/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address *** Eastlands concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that *** is concern about booking reimbursement.
  
  We have thoroughly reviewed the documentation and evidence *** has provided regarding this complaint.
  
  Our Book with Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. At our core, we are dedicated to ensuring that our travelers have a wonderful experience from start to finish. We understand how important it is for every journey to be enjoyable and stress-free, and we continually strive to create memorable moments for our guests. It is our firm belief that no traveler should ever have to face difficult situations that detract from their adventures. We are committed to providing exceptional support and service, so that every traveler can focus on the joy of exploration and make the most of their travels with us.
  
  After a thorough investigation, our team has processed *** reimbursement request of USD $195, and we have submitted claim for payment. Additionally, we have also processed the refund of Vrbo service fee of USD $305 to original form of payment within 3-5 business days. 
  
  We have assured *** that we have provided the resolution using the best of our resources. Thank you for bringing this matter to our attention. 
    
  Best regards, 
   
  Vrbo Customer Support Team 
  
  

  Customer Answer

  Date: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Upon further conversation, they agreed to reimburse me an additional $195 to bring the settlement to $500. I was very happy with their ability to listen and respond to our legitimate complaint. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a place to stay through Vrbo in ********, ****. When we arrived, there was no place to type in the code that was provided for entry. We tried to reach out to the host, but no response. Someone who lived in the apartment complex let us and told us that the room number that we were provided doesnt exist. We then had to get a hotel room for that night and ended up getting bit by a spider there, resulting in a trip to the emergency room. We reached out to Vrbo who told us to contact the host, in which the host did not reply. They then told us to go back to the site and take a video of us trying to get in with the code. We were in town for my graduation and we spent the majority of the day in the emergency room, barely making it in time for graduation. We could not find another room so we went to ********* to get a place to stay. We did provide proof that went to the location to Vrbo through ****** Trips location services.

  Business Response

  Date: 07/26/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to address ***** ***** concerns. At Vrbo we take complaints seriously and strive to provide our customers with great experience. We understand that ***** is concern about booking refund.
  
  We have thoroughly reviewed the documentation and evidence ***** has provided regarding this complaint.
  
  Our Book with Confidence Guarantee (BWC) program only provides financial assistance for complaints involving a protected incident. At our core, we are dedicated to ensuring that our travelers have a wonderful experience from start to finish. We understand how important it is for every journey to be enjoyable and stress-free, and we continually strive to create memorable moments for our guests. It is our firm belief that no traveler should ever have to face difficult situations that detract from their adventures. We are committed to providing exceptional support and service, so that every traveler can focus on the joy of exploration and make the most of their travels with us. `
  
  After a thorough investigation, we found that the host was unable to respond due to the late check-in time. Our team reached out to the host via email regarding ***** refund request; however, the host has declined to issue a refund.
  That said, we understand that ***** was unable to access the property, which caused significant inconvenience. As a gesture of goodwill, we offered ***** compensation of $300. Considering ***** agreement our team will be sending her payout soon with the instructions. 
  
  We have assured ***** that we have provided the resolution using the best of our resources. Thank you for bringing this matter to our attention. 
    
  Best regards,  
  
  Vrbo Customer Support Team