VRBO demonstrates systemic failures in platform reliability, host accountability, customer service responsiveness, and refund processing, resulting in widespread customer dissatisfaction with a 1.0/5 average rating.
Common concerns
Customers mention
Very poor experience. I’ve been using Airbnb for the past 10 years and decided to try VRBO for a booking. After I paid, the host later asked for additional money as a deposit, which I only found out while on the way to the property. The app experience was also terrible. Never using VRBO again.
See Below the standard company statement. I have spent countless hours on the phone where the representative wanted screen shots of bank statements. Wouldn't VRBO have in their system the money that they have received as per my bank statement? This am absolute badly run administration in this company. It has been April 23d when the cancellation was approved and today, May 16th, that they "are sending it to another team". Pass the buck, poorly trained call centers, who can't access the VRBO process, until you are passed onto another person. 24 yr US Army Infantry Vet Absolutely horrible customer as we had to call several times to correct a refund from an approved cancellation. We were refunded $36.98 of the actual amount of $326.98 on April 27. The representative said that "they had left out a 2" when they processed the refund and would take care of their mistake that day. Today, May 13th, I checked a new credit card statement and saw that it was never refunded, $290 short. I called again, and was connected to a noisey call center with the representative who couldn't understand English very well and he asked for me to "screen shot" my bank statement and that he wasn't able to access the VRBO reservations system. After 20 minutes he was so baffled, he had no records of previous calls or actions and we ended the call, without any resolution. My wife, found the realtor group and communicated with them. We are still waiting for our approved refund.
Beware, high cancelation fees, ineffective customer service, unwanting to work ( supervisors and regular employee) Contradictions, holding the line for hours, ineffective host/guest bilateral help from vrbo to resolve host/guest issues, beware I'm a very calm and patient guy... I highly don't recommed
1 star as cannot give 0. Shocking customer service 5 days before stay, could not get an answer from host, called a few times, host eventually answered and confirmed they no longer operate that property, his account on vrbo had been cancelled etc, I had to find this out myself, currently been on phone to vrbo 'support' for 30 mins....we will see. Appalling service. Side note, properties appear available then are not when trying to book. A complete joke. Has anyone ever had a successful booking? Will never use again.
This company is trash. The app is horrible. The website is horrible. There’s no customer service. They suspended our account after normal maintenance operations and took a $50 fee. We’re de platforming after one month there’s no traffic low volumes. One of the worst companies I’ve ever interacted with.
When choosing a vacation rental from VRBO site, there were no "real" reviews to go by, only "external" reviews which are not specific to the property. Our rental was nothing like it was described on the VRBO page. It advertised amenities that were not there, posted photos that were not representative of how the unit really is and list details about location that are completely false. I tried to post a review on their site but they rejected it on the grounds of it being "misleading". I have tried to contact them but get no response. I would stay clear of VRBO. Because of how they hide the real reviews, there is no way to know what you are getting.
I only gave one star because there was no zero star. We had the worst domestic travel experience of our lives because the beachside condo we booked already had been booked. We ended up having to move four times in four days, including to a discount chain hotel and to a flea-bitten filthy condo. Your booking support folks were little or no help, repeatedly failing to get us booked into a new condo in a reasonable amount of time despite there being 1,700 condos listed as available on your website, VRBO. And we had booked a condo with a kitchen to prepare Thanksgiving dinner, which instead was impossible because we had to jump from one place to another. Basically, your platform sucked.
Based on 22 verified customer reviews, Vrbo holds an average rating of 1.0 out of 5 — rated Bad on ReviewTerminal.
