Unacceptable customer service experiences
The app is okay at finding rentals. However, my first experience with VRBO was so terrible that it will certainly be my last unless they improve their customer service support and fix their cancellation policies to protect renters who get ignored by the rental owner/manager. We unfortunately got a rental that was manage by someone who did not respond for days. I VRBO directly first through the website online chat support, which seemed to be positive, but then I was told to call the corporate customer service hotline number to speak with an agent to “escalate” my grievance about the lack of communication from the rental owner/manager. Because of the lack of contact from the manager and a negative review on the property I was confused about how to proceed and whether or not this rental was legit or a scam. I requested to cancel, and the manager finally responded by cancelling the rental and keeping the $1,700+ for 4 nights. So now we are out $1,700+ and have no rental! The agent from VRBO kept referencing policies and sounded cold and unable to make any changes or even partial refunds. At times, the agent could barely be understood. The customer service was abysmal at best. Apparently, VRBO does not do a good job at quality control and keeping property owners/managers in check to ensure customer satisfaction and good communication.
I love VRBO, I’m such uncertain times like the world is going through right now with the Coronavirus so many things are unclear and not reliable so it is a great comfort that VRBO is what it has always been. A sure thing, a safe, easy, secure website allowing so many displaced people to find shelter a home or room to be safe and warm. Where u can cook your own meals, warm up by a fire. Bring your loved ones together to be with each other as well as provide income to family and home owners that is so needed right now due to the current job market. Everywhere people are getting laid off and businesses are closing but I can say with confidence that VRBO is up and running and provide safe 24 customer care and knowledgeable People who are there to help everyone and go the extra mile to help with bookings and cancellations in case u are not able to make your trip to your vacation rental. In my case I’m not able to go home or travel because the state I’m in is on lockdown and VRBO and home owner carylon in Eugene Oregon are the best and have my sincere appreciation and warmest regards
Mahalo Nui Loa
Stick with AirBnB
We had a few different places rented in Dahlonega GA for our wedding in April, some on VRBO and some on AirBnB. When the quarantine began in March I cancelled all of my bookings. AirBnB immediately processed my full refunds and had an excellent response to the changing needs of their customers. VRBO on the other hand has really dropped the ball. It took them weeks to process my refund and I had to get the owner to actively help and make sure that I got my money back. VRBO only has chat support and the operators have no idea what is going on.
Even worse, my father also had rented a property through VRBO. He wasn’t lucky enough to rent through and honest owner like I was. The owner took advantage of the lack of communication between the company, the owner, and the renter and told my dad he would have to book a new date before the original date could be refunded at 75%. So my dad rebooked first the end of May and the original date was never cancelled or refunded. Now that the quarantine is going to last through the summer he is stuck with a second booking that the owner and VRBO refuse to cancel and refund.
Save yourself a the headache of poor customer service. Don’t use VRBO. You will never find a more wretched hive of scum and villainy. Stick with AirBnB.
Two Terrible Experiences
My husband and I go to Las Vegas every year for CES in January. In 2019 we reserved a two bedroom, 2 bathroom condo that was very close to the LV Convention Center. The place smelled, there were burnt-out lights, the blinds in one bedroom fell the middle of the night and everything was worn out, i.e. the bedding, kitchen cabinets.
For our trip in January 2020 we made a reservation for a condo at the Jockey Club. On December 9th we received a message that our reservation had been cancelled and a refund was being sent. It is very hard to get a decently priced room during the week of CES, which is why we always book early. My husband contacted VRBO. They said the owner is not allowed to do that. They tried to reserve another condo for us and said they would pay the difference. They also told my husband that if the owner didn’t respond within 24 hours they would call him to help book another place. They didn’t.
We will never book a place to stay through them again and are telling everyone we know.
BTW, a friend of mine who goes to Hawaii every year has had several people tell her about the nightmare experience they’ve had with VRBO. At least two of those said when they arrive at their destination, found out that the place they had paid for was rented out to someone else.
LESS THAN ONE STAR
By joshua moehring
I recently booked travel through the APP to stay at a cabin in Asheville,NC. The process was very easy for them to book my stay and the money was sent immediately upon reserving the cabin. I also purchased their “cancellation insurance policy for 45$. When we realized we could no longer go on our trip I called VRBO to cancel. They told me they can not cancel my booking and the insurance policy was through a company called CSA. CSA travel insurance claims have to be filed online and you will be waiting weeks to hear back from them. The process to file a claim is the worst I have experienced. The other option was to call the booking agency for the cabin itself. I called them and they would only refund 50% of my money even though I was cancelling months in advance. They said they had nothing to do with VRBO or CSA travel insurance. VRBO is racketeering with CSA travel to have you pay travel insurance then making the process ridiculously hard in order to receive a refund to make you not want to cancel through them and they still keep their profit. VRBO is fast to take your money but provides little help when you need to cancel. In the military I have travelled for 15 years using various apps and this is the worst one I have seen thus far. CLICK AWAY!
Very limited features
The basics of the app work well enough, but searching is waaaaaay more difficult than it needs to be. There are several filters you can apply, but they have no persistence. If you do a filtered search, switch to map view, and accidentally hit “search in this area” (because it isn’t automatic) twice, all your filter selections disappear. If you create a “board” to save your favorites, don’t assume it’s saving your filters too (other than date, although click around a couple times and that disappears too....) So if you add properties to a board over a couple days and then want to compare them, you’ll need to re enter your filters, and look up each property again separately. If you don’t, you are looking at the price for a single adult, no pets, which can be hundreds of dollars less than say, four adults, one kid, plus dogs. I know they think I’m more likely to book if they present me with more options, but if I’m planning to travel with my family, I’m planning to travel with my family. Period. I’m ACTUALLY more likely to book if their app is easier to use than Airbnb, but this app is not.
Works pretty good, but needs improved features
Not buggy at all, but functionality could be improved. The map feature is pretty limited - would be nice to be able to switch to satellite view, get directions, see what else is nearby, etc. The rate display is not great either - even though you enter in the date range when you search, you still have to select an entry and then select again to see what the total will be. And even though it shows the nightly rate when scrolling through the search results, just because one entry has a lower per night rate doesn’t mean the overall stay is cheaper, because taxes and fees are not factored in. So you could see one place for $200/night, and another for $215, but the total for the latter could end up being less overall. And lastly, when you share a property with someone, that person has to get the app to see it, instead of opening the website.
P.S. While writing this review, I tried to select a word and “Look up…”, and then was locked out of the keyboard. I could select text but not type anymore. Not sure if that’s iOS or the app…
Missing some key search features
This is a pretty good travel app overall. I’m frustrated about a few things, however, and want to pass them on to the developers. (1) Add a button next to the heart (favorite) symbol to allow us to remove a property from a list if we’ve already ruled it out. I would suggest an “X”. I can’t remember which properties I’ve already considered, especially if I cant return to my search for several days. (2) Add the dates for travelers reviews. I take recent reviews more seriously than reviews that are a year old, for example. I think the property managers would like this as well since it allows them to recover from a bad review. (3) Break down “washer dryer” into two pieces - in unit and shared. I won’t stay someplace without a w/d in the unit and there is currently no way to find this out without contacting the property managers. (4) Break down the “free parking” filter into free onsite, on street, and valet. Again, it is nearly impossible to know the parking specifics without contacting the manager.
Hope this helps. I love VRBO and have been an owner and traveler for 20 years.
REFUNDS NOT ALWAYS PROMISED
By Charlie He.
If I could zero stars I would.
I Booked a property through VRBO and had to cancel because it was not the right property for us. Before canceling I looked into VRBO’s return policy. I cancelled my booking 2 days before the full refund deadline passed. We are now on the 13th business day since I’ve cancelled, and i have not received 1 penny from this company. We’ve called numerous times and the responses we get are flat out ridiculous. All they tell us is “Keep checking your bank account” or “your refund is pending for some reason” nobody that I talk to can tell me why or put me on the phone with someone that can help me. To make matters worse I am taking my family on vacation in 2 weeks and I really need this money. We all know how expensive it gets when you travel with a family. This experience with this company has been a HUGE inconvenience, and has already RUINED our chance of doing things on vacation that we had been planning on doing for quite some time now. I am beyond disappointed in this company for treating its customers like this. I for one will be thinking twice before booking with VRBO in the future.
Not helpful, poor customer service
I wanted to vacation in palm spring for my birthday and my daughters 1st birthday in July. Planning ahead, I booked a home that had everything we wanted and needed to have a nice stay. The owner of the home pulled the property from the program and is no longer available. There were only a few homes that fit the criteria for what I was looking for, and they only suggested 3 homes that didn’t meet that criteria. The prices were higher, less beds, less space. Highly disappointed. I did some searching on my own and found a home that I really liked but was slightly out of price range and I discussed this with costumer service to see if they could help me find a home similar to the home that i was interested in or honor the price I previously paid since this experience was such an inconvenience and unprofessional.. they wouldn’t even transfer me to the re-booking team.. they wouldn’t even let me speak to a manager or assist me in searching for another home since “I can do that on my own” is what I was told...
I wish I was making this up.. what an awful experience.