Vrbo Customer Service Contacts

Very disappointed in the handling of my recent Vrbo rental and obtaining $1,400 back refund for a host that went outside of the platform, called me on my cell phone with sidebars deals and trying to bully me into signing a waiver on the spot Vrbo must have procedural safeguards to protect us the consumer I am contacting the State Attorney office in Fl tomorrow re Vrbo 147086790 escalation reference number I have filed a BBB complaint

Not sure you are aware of a situation going on with Stayover Managment in the Red River Gorge area. We TRIED to rent a place from them called Thrown’ Shade from November 26-28th. This was a surprise for my husband’s bday that went terribly wrong. This cabin looked very cute and perfect for our little Thanksgiving/Birthday getaway. Upon arriving, we were told we could not check in before 4:00. Ok, fair enough, so we dove around for an hour as we arrived in the area at 3:00. When we got to the cabin, which was located on a very treacherous winding road with no shoulder to pull off on, the housekeeper was parked at the end of the drive blocking the driveway. We figured she wasn’t done yet so we drove down the road a ways and turned around. She was still there. We found a neighbor’s driveway a little ways down the road and pulled in hoping they would not come out with a gun or call the cops as this area was remote. We immediately called Stayover to see what the hold up was. She did not know and said she would try to find out. After waiting about 20 mins my husband decided to walk up the drive to see what was going on as it was approaching 1/2 hour after checkin time. As he was walking back to the car, Stayover finally returned my call saying she couldn’t contact the housekeeper. At that time I told her that my husband walked up there to find out what the holdup was and she told him she was still cleaning and would be a while longer. She acted clueless that checkin was 4:00. He also reported that the driveway was treacherous with huge ruts that he was afraid our SUV, with all-wheel-drive, would bottom out in. Stayover proceeded to tell us she could put us in a different “cabin”. She gave us an address, only to call back 5-10 mins later to tell us she was wrong and gave us another address. All this time, the housekeeper never appeared and was apparently still cleaning. Almost an hour after checkin time, we pulled away to travel another 30 minutes to another “cabin.” When we arrived it was not marked “ Whisker Cabin” anywhere and I about got rearended on the very busy highway because we could not see a sign or an address. We pulled in and immediately knew she sent us to the wrong place (she did not.) This place was a house, on a busy highway, no trees, no privacy, with neighbors on top of you. The hot tub was a few feet from the neighbor’s garage door, and this IS NOT an exaggeration!! Neighbors surrounded us on all 4 sides, even in the back! She promised a beautiful firepit and I wish I had thought to take a picture but we were so upset that that was the last thing on my mind. The fire pit was a few bricks with no chairs and just stuck in the grass. There was plastic blowing on the roof, like a tarp around the chimney, very unwelcoming and ugly. We were given a code to get in, which did not work on the back or front door. We still were not sure if we were even at the right place since it was not marked. I called Stayover once again and she said she’d have to send maintenance over since we could not get in. We were not in the mood to sit in a driveway, yet again, waiting on their staff. Now, keep in mind, we are exhausted, been in the car since 9:00 am and it was getting dark by this time. I told her we wanted a refund and to call it a day! We did not want a house on a busy highway with no privacy. I’m not sure why she thought that we wanted to go from a secluded cabin to a house with neighbors a few feet away, plus, WE COULDN’T EVEN GET IN!
Stayover is misrepresenting its properties. The secluded cabin needs major work on its driveway. They’ve got a lawsuit waiting to happen there! Not sure what happened with the housekeeper, but she was taking our vacation time away and did not seem to care! And the second property, do not call a house a cabin or cottage when it clearly IS NOT and make sure it is marked with the name of the place, an address visible from the road and a code that works to get in!!
We were left stranded and drove 5 hours home that night totally and completely exhausted and defeated.
We have never had an issue like this with VRBO and wanted to inform you since this has tainted us to use VRBO again.
I’m sure I’ve left some details out as this was traumatizing and we even felt unsafe at moments. Our getaway was totally ruined as was my husband’s bday!

6 students (including my daughter) booked a stay in New Orleans for college formal with a Marriott property. Upon arrival they find out the property filed bankruptcy days earlier and is no longer affiliated with Marriott. This is horrific and reaching a person to help is impossible.

If I could give them a negative rating, I would. I'm a host. They are awful people to have to deal with. Opaque and obnoxious. The worst.

I have never had such a frustrating experience trying to make a reservation.
I can not even comminate with vrbo.
Every time I call, I am talking to someone in India that I can not understand.
I have a reservation for Munday afternoon and have not received any information about to enter the rental.
I am asked to sign into my account, but I can not create an account because the code number is sent to my e-mail address and does not arrive for 20 to 30 minutes.
I will never use vrbo again!
However, I would like to use the rental that I have booked.
I have spent over 3 hours trying to find information.

Very unhappy customer!

I will never use vrbo again!