Vrbo is an online vacation rental marketplace that allows vacationers to rent apartments and homes via its website.
Vrbo Responsiveness rating
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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 responds 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.
Vrbo customer service response times
| Phone support (877) 202-4291 | Vrbo’s customer service is available 24/7. |
| Email support | Vrbo does not offer email support. |
| Live chat support | Vrbo does not offer live chat support, but you can contact the company through its online contact form. |
| Social media | Vrbo is available on social media platforms such as Facebook and X. Access Vrbo’s social media platforms here. |
| Help center/FAQ | Access Vrbo’s help center here. |
How to resolve a problem with Vrbo
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy te
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.Vrbo mailing address
11920 Alterra Parkway
Suite 300
Austin, TX 78758
Vrbo loyalty program
Vrbo is part of a loyalty/rewards program called One Key, which is run by its parent company, Expedia Group.
Vrbo social media channels
Vrbo executive customer service contacts
Primary Contact
Larry Plawsky
General Manager
11920 Alterra Parkway
Austin, TX 78758
Laplawsky@expediagroup.com
Alternative Contact
Ariane Gorin
11920 Alterra Parkway
Austin, TX 78758
Argorin@expediagroup.com
Vrbo customer service policies
What is Vrbo's privacy policy?
Vrbo’s privacy policy means that when you use its platform, the company collects personal, payment, and usage data to process bookings, improve services, and send marketing offers. Vrbo may share your information with hosts, service providers, other Expedia Group companies, and advertising partners, as well as regulators when required. You have rights to access, correct, delete, or limit use of your data, and you can opt out of marketing or certain tracking. While Vrbo uses safeguards to protect and transfer data internationally, some information is retained for legal and service reasons, so your privacy is managed but not absolute.
What are Vrbo's terms of service?
Vrbo’s terms of service mean that when you book through the platform, you enter a binding agreement where Vrbo acts only as a marketplace connecting you with property owners or managers. You must follow both Vrbo’s rules and the host’s property policies, pay all fees and taxes through Vrbo, and understand that cancellations and refunds depend on the host’s stated policy. Vrbo limits its responsibility for property issues, so most risks lie with the host, and disputes may need to go through arbitration. As a guest, you’re responsible for providing accurate details, following property rules, and using the service lawfully.
Vrbo self-service links
How do I file a complaint about a Vrbo property?
If you have a problem with a Vrbo property, follow these steps to file a complaint:
- 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.
Who owns Vrbo?
VRBO is owned by Expedia.
How can I contact Vrbo customer service?
The best way to contact Vrbo is through its website via its online contact form or the Vrbo app.
Can I phone Vrbo?
Yes, call Vrbo at (877) 202-4291
Does Vrbo charge a fee to guests?
Sure, Vrbo adds an extra fee for guests when they book, and it can be anywhere from 6 percent to 15 percent of the total booking cost.
How to get professional help with your Vrbo problem
If you need help with Vrbo, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of Vrbo?
Submit your review | |
In my opinion VRBO is a not a good place to go to for any hotel, apartments, rentals etc. They as well their host works together and no matterbif the host was wrong or misleading i formation on their post VRBO will make every excuse to not return your money. And if they do acknowledge they will refund your money they will try to do it by forcing you to go through a thrid party where they will want access to your Venmo, paypal etc account. Then they will say later that they dis refund your money when they didnt. VRBO is a scam. Sad VRBO was purchased by Expedia. So stay away from both companies. Theres other legitimatable companies online like Airbnb. Use them instead.
For over 9 months VRBO has made promises of correcting a guests dispute on their credit card for my payment. It’s the same story every time- They can’t transfer me to a supervisor, I will receive my payment and receive a response within 72 hours… A response never comes.
I am a host. A guest requested to cancel and when I tried to submit it the site said there was a problem and to call. It’s been a month and it still shows that I haven’t responded and it still shows as blocked on my calendar and all customer support tells me is they are looking into it. Next, if they don’t respond or fix it it I will go to bbb.
I was on vrbo site in Feb 7
Looking for vacation stay for my family middle of July 2026
I reviewed a place sea turtle getaways in Hilton head but we looked at others and got a different one
So I was very upset when I looked at my pay pal acct Feb 14 and see 2 charges from that location we previewed one for over $2300 to owner and another for over $600 to vrbo.
I don’t know how they got my card number unless they kept from the stay we booked they vrbo in 2025
I am very upset to go thru this
So we have to exercise caution
I am a host, I have not been paid in over a month I have filled out their paperwork 7 times talked to multiple supervisors in the Philippines not the U.S. still no payment beyond frustrating!!!
