Vrbo
Vrbo is an online vacation rental marketplace that allows vacationers to rent apartments and homes via its website.
What you need to know about Vrbo
We receive many Vrbo complaints. Almost all of them involve a breakdown of communication between a host and guest, like this recent case involving a promised refund. (Always get everything in writing when dealing with a Vrbo host.) You can find more information about troubleshooting your Vrbo problem in our guide to vacation rentals. This customer had a problem with the company when one of their hosts canceled just 24 hours before. The company rented out a vacation home that was in poor condition. This customer found a camera in her rental. This consumer got a rental full of mold. This customer walked in to find people in her vacation home. This family found toxic mold in a Vrbo rental. After the host canceled, Vrbo took $1,000 from the renter’s deposit.
Vrbo doesn't always respond to customer service in a satisfactory manner.
- Vrbo’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Vrbo with our insider guide or through our executive contacts.
- Vrbo's customer service policies are standard. Here are our frequently asked questions about Vrbo.
How to resolve a problem with Vrbo
Try self-service first
Use our proven resolution methods, or Vrbo’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does Vrbo respond?
Access Vrbo's social media platforms here.
Vrbo customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
Additional contacts
Vrbo self-service links
- Talk to the host: Try to discuss your concerns with the host first. They might not be aware of the problem and might be able to fix it.
- Fill out a stay neighborly complaint form: If you're still having trouble, fill out a complaint form. You'll need to provide:
- Your name, email address, and phone number.
- The web link to the Vrbo listing, if you have it.
- Details about the issue.
- Any documents like photos, police reports, or citations if you have them.
Vrbo customer service policies
Vrbo loyalty program
Vrbo is part of a loyalty/rewards program called One Key, which is run by its parent company, Expedia Group.
Frequently asked questions about Vrbo
Outdated info? Report it here