VRBO Corporate Office Headquarters

34 comments
VRBO Corporate Office Headquarters
HomeAway, Inc.
Suite 300 1011 W. Fifth Street
Austin, TX 78703 United States
Corporate Phone Number: 1-512-684-1100
Fax: n/a
Customer Service Number: 1-303-680-9280
Email: Online Only



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34 comments:

  1. We are experiencing severe customer relation problems with the VRBO organization. Listing number 579405 has been five days in limbo. We we make inquiries as to what the hold up is we a shunted to the side and told VRBO has bigger problems than mine.

    We were told that the tech team would get back to us and advise us as to the problem but no one has called. We were then told that the tech team does not make phone calls. We then told by Marcus one of your customer relation people that we would just have to be really patient as your a big company.

    The charges have already gone thro on my CC and when I ask for a time line to rectify the problem or who I can talk to for the information we get a song and dance about how difficult it is. I wish that a little customer service by a courtesy call for an up date and a little response to the situation at hand was delivered Of course it is a yearly subscription and I suppose the big company will want its money on the anniversary date of the application even though they are over a week short on fulfilling their end of the agreement. Maybe some in the Great State of Texas can help a little no account peasant in Canada get his lowly listing up.

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  2. We are experiencing severe customer relation problems with the VRBO organization. Listing number 579405 has been five days in limbo. We we make inquiries as to what the hold up is we a shunted to the side and told VRBO has bigger problems than mine.

    We were told that the tech team would get back to us and advise us as to the problem but no one has called. We were then told that the tech team does not make phone calls. We then told by Marcus one of your customer relation people that we would just have to be really patient as your a big company.

    The charges have already gone thro on my CC and when I ask for a time line to rectify the problem or who I can talk to for the information we get a song and dance about how difficult it is. I wish that a little customer service by a courtesy call for an up date and a little response to the situation at hand was delivered Of course it is a yearly subscription and I suppose the big company will want its money on the anniversary date of the application even though they are over a week short on fulfilling their end of the agreement. Maybe some in the Great State of Texas can help a little no account peasant in Canada get his lowly listing up.

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    Replies
    1. probably a $500.00 mistake on our part. we paid to have our property listed, when we try to view our property as coutomer would we come up with nothing. even when we search our own town, where our property is legally desribed as being we are told there is no property available. tryed talking a couple of times, now not takeing our calls.

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  3. We currently have two properties listed with VRBO. There is a problem and there is no way of contacting a manager to help. The corporate office is also sheltered from the public. We were promised help over and over again. Three weeks and still waiting after fifteen calls. This is what happens when one company has very little competition. The only people willing to help was the tech dept but there hands were tied until someone else in another dept agrees. Be careful before you sign up as your money is at great risk with no protection.

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    Replies
    1. I did get help and had my problem resolved. The main employee that helped was Steve H and Sales Rep Billy B. Companies like this need to reward the people that do the right thing and solve problems. Thanks Guys

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  4. We've been since May 8th trying to get our $$$ back on a condo that wad sold after our first half paid in April 2012! Nothing but dead ends!

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  5. VRBO sucks! They posted a fraudulent listing for a vacation property. I lost my money and my reservation. Stay away from any VRBO company or listing.

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    Replies
    1. I was just reading you can all file a free complaint through the consumer complaint agency. You give them the details they do the work for you free of charge.

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    2. How do I put in a complaint to VRBO about a Rental Agent?

      Delete
  6. I recently attempted to reserve a property through VRBO and submitted my credit/debit card info. to hold the reservation. My account was charged even though their auto reply message indicates that your account will not be charged until the owner approves. This is misrepresentation. VRBO customer service told me I had to call my bank to get the issue resolved. If my account was never assessed then it would require I take any action.

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  7. There is a huge issue with internet based businesses - as consumers its often difficult for us to have our issues addressed or provided with an opportunity to deal with someone in person because calls are sometimes routed overseas. This industry needs to be better regulated and there need to be protections in place for the consumers. Congress needs to look at all the internet based businesses and their practices. I think a letter to congressional delegates is in order.

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  8. I listed a property with VRBO a few weeks ago and it has been nothing but nightmares since then. They are unable to process payments from my guests, several of whom have given them their credit card numbers numerous times and have been assured that the payments were processed. I have talked with at least 7 different "customer service representatives" to no avail. I have resorted to booking directly with the customer but this is time consuming, to say nothing of the problem with assuring the guest that this is not a scam. We own a couple of businesses and if we ran ours the way they run theirs, we would long ago have been out of business!

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  9. I rented a property at Lake Waccamaw the weekend of 10-10-14 thru 10-12-14 and posted a review as the home needed a lot of repairs and was very dated, pressure washing needed, painting, carpet old and worn, leaking heat pump room that spilled out onto the hall "lower level floor, I have talked to the owner and she "assured me" that the property would be shut down until all these repairs were made, but I am still seeing the property listed on the VRBO Website, and when I make my post it is not listed with the other post that are already there, I would like some feedback on this issue asap, you can reach me at [email protected] or 336-618-6985 cell, thank you for your time!

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  10. We booked a house for eight people via the online vacation property site VRBO (also known as HomeAway - check the HomeAway reviews on Yelp) for a long weekend and paid over US$3,000.00 for rent, cleaning and deposit. When we arrived the owner was still cleaning. One of the bedrooms reeked of cigarette smoke (the owner and her son were staying in the house). When we mentioned that since we had paid a $425.00 cleaning fee we were not willing to also clean the house after the rental - they had sent us two pages of 'this is what you have to clean to get your deposit back'- they kicked us out of the house. They lied that we had cancelled and that we had lost some remote control to the entrance gate they had never given us. The owner and her son stayed at the house during the entire time we had paid for. We later checked with her neighbors and they warned us against this woman and informed us that they had taken the woman to court.
    When we returned to the house the following days to ask for our money back they threw water on us and physically assaulted us. We immediately contacted VRBO and over the following six months VRBO basically told us to go away. The reviews on the VRBO site look manufactured and VRBO refuses to allow us to warn other holiday makers from booking this place by consistently turning down our one star reviews. STAY AWAY from VRBO! File a complaint or write your customer review at the BBB Austin site under VRBO bbb.org/central-texas/bu… or for their parent company at http at ://www.bbb.org/central-texas/business-reviews/­advertising-directory-and-guide/homeaway-inc-in-­austin-tx-90020648 and file a report with the Texas Attorney General under Consumer Fraud. texasattorneygeneral.gov…

    VRBO DOES NOT have your back. They protect the homeowner as this is the person who pays them.

    Supposedly airbnb has a better policy to protect the holiday maker as they only pay the homeowner once you are staying in the house. Airbnb collects the money from the renter and only hands it over to the property owner after you have moved in. Note HomeAway is buying up the bulk of the internet holiday rental sites - just check Wiki if you want to know the names of the companies they have purchased. They purchased VRBO in 2006 and are starting to monopolize the market.

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  11. I recently have had a very bad experience with a rental property. Posted a 1* review and have not seen it yet. Anything I can do!!!

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  12. who is running this organization? Serious fraud security concerns!! Why don't they take online security seriously?

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  13. I too have experienced VRBO's lack of scrutiny. It looks like we've lost our $500 deposit on a cabin on Kauai. The owner has stopped replying to my phone messages. His ad on VRBO has disappeared. Now we've lost $500 and our reservation. It's all a fraud.

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  14. I received a text from (801) 658-9649 advising "Unusual sign-in attempt to your HomeAway/VRBO Account. Go to cas.homeaway.com-wsa.net/identity-confirmation and confirm your identity."

    Of course I didn't do this but wanted you to know that this type of spam is being sent to property owners.

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  15. Please let me know what is going on????? All of a sudden my guests are being charged a service charge, this was added without me receiving any notification of this. Finally a note popped up claiming the service was so VRBO/HomeAway can provide 24/7 customer service. I've tried calling all day so that I can renew my subscription all lines are busy and the online renewal is not working. I'm a very frustrated owner.

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  16. An absolute rip-off! We have had fairly good service in the past but this service charge on guests is outrageous. Aas a property owner I already pay a fee to VRBO each year. now they slap a fee on my customers too. I'm another frustrated owner!

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  17. Early this past week VRBO.com and its family of websites started to impose a “service fee.”
    The fee is charged on every rental facilitated through the site and is calculated as a percentage of the rental rate.
    I find it disturbing that they are charging the fee on every rental transaction and charging it based upon a percentage of the rent charged – they are effectively taking a commission or fee per rental and I believe that only a licensed real estate agent or Broker can accept or charge commission for renting a property. I emplore all of the homeowners using this site to report them to your State Real Estate Licensing Authority.
    Additionally, since this fee is being charged on each rental as a requirement “for the right of use” of a tenant to use the property – in many states which impose an occupancy tax – I would think that this fee should be taxable. Currently they are not making this fee taxable.
    Also, the service fee appears to the consumer as a fee charged by the owner – especially on the site generated rental quotes – it is not shown clearly to the consumer that it is as VRBO fee.

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  18. Booked a vacation to Florida back in July, paid $300 deposit... In January sent home owner a money order to pay in full, she was suppose to email me check-in/out info two weeks prior to departure date. We are suppose to leave on Saturday, and this woman is nowhere to be found. We are out over $2800.00. Homeaway or VRBO said it is not their responsibility.... This is not a company anyone wants to book a vacation through. Do yourself a favor and go with another website.

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    Replies
    1. Same thing happened to me....bigger amount lost...company denied listing being a fraud despite being shown proof (lister was not owner, not manager and place was without furniture for a year....robber stole real estate listing pictures)
      VRBO should not be in business. Their response was pathetic.

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  19. We paid a deposit on a property and only received 15% of our deposit back. The owner did not list the cancellation policy on his ad. We cancelled more than 6 months out and still cant get the remaining 300.00 back. I have contacted everyone and still no help! The renters have no recourse because I cant even leave a negative review on his site because we didn't stay at his rental!!!!VRBO is NO help !! You might as well burn your money !!!! 6 months is more than enough time to get your entire deposit back!!!!His name is
    David Hausman and I want my 305.00 back ! 81279 Is the rental number and the property name is Maison des' Etoiles !!!

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  20. My email is [email protected] if VRBO wants to contact me regarding 812789. Absolutely the worst customer service and doesn't have the resources to help renters get their money back ! Its all about the owners !!!

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  21. I entered this on my Facebook and VRBO's Facebook. Please consider reposting to bring attention to this issue. It looks like I'm not the only one.

    After a very lengthy and extremely frustrating VRBO.com experience in trying to rent a vacation property for this summer, I have a few things I wanted to make other people aware of.
    1. Pay for things with your credit card. VRBO will not help you get money back if there is a problem with the owner. If you pay by cash or check and are dealing with a dishonest owner, you will be out of luck.
    2. Only rent properties with reviews submitted through the VRBO site. Do not trust reviews through other sites about the same property. Make sure they are through VRBO’s own site. Especially if it has been listed for several years with no reviews, that is a red flag for me now.
    3. Keep in mind that you are not VRBO’s customer. Their customers are the property owners who pay to list on the site. They will turn a blind eye to fraud committed by these owners. They do not take traveler complaints seriously enough to ensure that they are only listing reputable properties. Even when provided verifiable proof that a property is not habitable and has not been habitable for nearly two years (no certificate of occupancy), they will leave the property listed.

    Please share this! After trying for over a week and spending hours on the phone, I have become convinced that they will not take down a fraudulent listing. So I just wanted to make other people aware of their systems and policies.

    #vrbo
    #takedownfraudulentlistings

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  22. I had used VRBO for years and it was great. IT IS NOW A TOTAL DISASTER!!! THANK GOD I DID NOT SIGN UP MY HOUSES WITH THEM WHEN THE RENEWAL DATE CAME. I UNDERSTAND NOW THAT THEY TAKE INSIST ON TAKING YOUR MONEY FIRST. DON'T DO IT FOLKS ... SET UP YOUR OWN WEB SITES AND YOU WILL GET MORE HITS AND YOU ARE IN CONTROL.

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  23. Very hard to deal with, two calls, over one hour on hold and no answer. Very unprofessional group. Will not return emails with questions related to charges. They push you off on to the property owners who have nothing to do with the issue.
    No reasonable accounting methods provided to explain charges.

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  24. Worst websites and apps in the business. Repeated calls to customers service and emails stating the problem and yet it continues. If you want good service as an owner with a property try Airbnb which 1000% better app and website. Never the issues this company has. They have to invested the least amount possible in their platform online. It repeatedly fails and they offer only excuses when you call them.

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  25. I am truly sickened by the way Homeaway is managing reservations. I signed up with Homeaway on a per reservation commission basis so they keep the tenant data hidden and the only way to communicate is through Homeaway website. A reservation was received by Homeaway end of November 2016 and I as landlord learnt from the tenant currently occupying the property that they needed to extend their stay for several weeks and the dates would overlap with the new reservation received two days ago so I immediately contacted Homeaway to notify them of the situation and to cancel the new reservation since Homeaway was holding the deposit. This was on Dec 2nd 2016. Homeaway did cancel the reservation but did not notify the tenant of the cancellation and did not refund the deposit. Since these reservation are commission based where Homeaway earns a commission of each reservation one would assume that Homeaway is managing the reservation till the tenant moves in since they are holding all the monies but this is far from the truth. In brief the following transpired:
    1. Homeaway did not notify the tenant that the reservation was cancelled even though CSR insist that they were notified while another CSR claims that Homeaway does not notify the tenant when a reservation is cancelled which is very odd and no one appears to know what the truth is.
    2. Homeaway did not refund the deposit in full as they should have in the first place when the reservation was cancelled and when the tenant called Homeaway to question why the refund was not issued they directed the tenant to contact me even though Homeaway is holding all the funds. After speaking with the tenant I called Homeaway and they issued a partial refund claiming that the rest of the money will be refunded by the back office (do not know what that means) but apparently Homeaway refunded the desposit in three installments instead of one and that was after several phone calls back & forth. Not a good business model.
    3. On Dec. 27th. received and email from Homeaway stating that they have received a complaint from the same tenant about the cancellation but they failed to provide a copy of the complaint. Called Homeaway as I find this email ridiculous and wanted an explanation as to why the email was sent to me even though the complaint was generated by Homeaway's incompetence or lack of proper procedures to handle a cancellation and notify the client and refund his money in a lump sum rather than 3 separate installments, clearly a problem with how Homeaway is conducting its business. Homeaway just decided to accept no responsibility for their actions or lack thereof so I would like an explanation as to why the proper procedures are not in place to handle these situations and their staff is not knowledgeable enough to know what is and what is not. Every customer service rep has their own spin on the various issues.

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  26. I find it very discouraging to see all the above negative comments about Homeaway/VRBO. I have been a property owner with a rental home listed on VRBO now since March 2014. There have been a few snafus...email sent to customer confirming wrong date when correct date was on calendar and multiple copies of a payment request sent that were very confusing but other than that most communications with travelers and VRBO have been fine. My biggest concern however is the added fee to traveler's. I joined VRBO in 2014 rather than AirB&B because they did not charge a traveler fee at that time. Since this fee has been added, I have seen a significant drop in my rental inquiries. To try and counter the downward trend, I followed the support center agent's advice and added online booking. The result - ZERO inquiries over a 4 month period. VRBO claims that listings with online booking see 50% more inquiries...not sure where they are getting that figure and it certainly doesn't apply to my listing. I have over 20 five star ratings...in fact we have ONLY 5 star ratings for my house and I pull up significantly downstream in the search results. The very nice agent I spoke with the other day had no explanation for this...ratings all 5's, all the photos look great, excellent response time to my inquiries, calendar up to date, online booking etc etc. Whatever HomeAway/VRBO is doing with their algorithms in their search engines is certainly not helping this owner at all. If we don't start to see a turn around in our inquiry numbers...we will do as some of the previous posters have suggested - either create our own website or bail and head for AirB&B

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  27. VRBO is HORRIBLE - every step of the way! $11,500 down the drain
    *VRBO # 893741 Case # 01471303

    My family and I booked a rental in Hawaii for the holidays on VRBO staying December 23, 2016 - January 3, 2017. As the site required, 100% payment for the booking $10,500 plus another $1,000 security deposit was made on my Citibank credit card.

    On the day we checked in, we were horrified to see the condition the rental was in. It smelled of mold an mildew, there was feces OUTSIDE in the bottom part of the toilet bowl of one of the bathrooms, there was paint peeling off the rooms of the house, the bedsheets and the towels were stained and evidently unwashed, the lock for the house wouldn't work, there were huge cracks in the tub and the shower head was dangerously just about to fall off, the washing machine wasn't working, and the house turned out to be in a really economically disadvantaged neighborhood, so safety was a big issue.

    To make a long story short, the house was falsely advertised, in poor condition, and in disarray.

    As much as we wanted to reject the property outright, since we didn't buy insurance for the rental (this would have cost us an extra $500-$600 on VRBO) we weren't sure what we could do and couldn't do - our family was arriving from different parts of the US in a matter of hours and we didn't want to pay for hotel bookings for everyone without knowing whether or not VRBO would give us our money back.

    We called VRBO straightaway, all their representative could do for us, was offer us $100 to hire a cleaning service for the rental. But obviously:

    1.) That would so nothing to solve the chronic mold and mildew problem which was a huge health hazard and 2.) No cleaning service provider in the area (yes, we tried) would clean a whole house (3 bedroom, 2 bath) during the holidays for a mere $100.

    We had no choice but to clean the house ourselves, buy new sheets and towels at Target and Walmart, we also bought air beds because the beds/mattresses at the rental were filthy.

    To make matters worse, our property manager was of absolute NO HELP. All they cared about was our payment for the rental and once they got that, they didn't care about our issues we had with the place.

    So, after having wasted our precious vacation time and money on the horrible rental, I write an honest account of our experience on VRBO and in response, the property manager who does nothing but give a 1-star (no write up/review/ no explanation) in response, WRONGFULLY WITH HOLDS our $1,000 security deposit (in it's entirety) WITHOUT AN EXPLANATION.

    Now here is my beef with VRBO - yes, unscrupulous people exist and advertise on their site, but they offer us consumers ZERO protection. From the falsely advertised booking to the wrongfully withheld security deposit, they side with the property manager.

    After having complained to VRBO they gave us the run around. They told me to contact Citibank to ask that the $1,000 security deposit be refunded.

    This is a runaround which will get you nowhere (I learned this the hard way) because banks can only do this 60-days after the transaction was made. So, having fully paid in September 2016 for a booking Dec. - January 2017, this was an impossible feat to begin with. And then immediately after I send Citibank's letter thumbing down the request (which took 2 months to get) VRBO sends a brief email with no explanation saying they cannot give a refund and that they will no longer respond to requests on the matter.

    So, $11,500 down the drain plus precious vacation time with family that we will never ever get back. Please don't be fooled by the ease of using the VRBO website. They really just want your money. Once you fork it over to them, don't expect anything from them. They are unhelpful and they don't care about their consumers.

    It was my first time with VRBO and I will NEVER use them again. In contrast, we've had much better experiences with AIRBNB.






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  28. I have gone through VRBO twice. The first time, the place was a dump. A private house with very little furniture, awful "landscaping," far from the beach I wanted to go to, cobwebs and someone's laundry still in the driveway.
    We would not have been able to find the key to get in if the owner had not been there, working on his pickup truck. He showed us where the key was, and let us into the house before going back to working on his pickup. We tried to get the DVD/TV to work, but could not do so. We asked him to show us how it worked, and he couldn't get it to work, either. At that point, we called VRBO, who spoke to him, and then he refunded us the entire amount we had payed him. We then found ourselves a BEAUTIFUL place right on the water, and it cost less than he was.

    We needed a vacation recently, but could find no suitable place online, so we decided to try VRBO again. We found an extaordinarily nice place through VRBO and could see that the days we wanted to stay were available. We don't trust booking online, so we phoned VRBO, and they told us those days were booked.

    We found the email for the owner, and sent a message to her. The place WAS available for the days we wanted!

    From what we have experienced, VRBO is unreliable. If we do use them again, we will not do so without also speaking directly with the owner.

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  29. VRBO/Homeaway is currently holding onto all guests payments as the result of a damage deposit bounce back. The bounce back occurred in Feb 2016 and I was only notified of this in April 2017, when I called VRBO to inquiry as to why a rental payment had not been transferred to my account. After an hour on the phone, they explained that a bounce back had occurred from my account over a year ago. When asked why I wasn't contacted at that time, VRBO had no answer. When asked if I could rectify the situation during that call, they said "no" and that someone from the "bounce back" department would call me. Three weeks went by and no one contacted me. I called back, and they said that someone from the "bounce back" department would call me. I asked if I could call the department myself, but apparently they do not have a phone number!!! VRBO continues to collect and hold onto the rental payments for my account, which now total over $1200 for an outstanding bill of $150. This is deplorable service.

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