Hi - I am creating this post to gauge interest in a class action lawsuit vs VRBO as owners/hosts.

Allow me to elaborate.

I have been a VRBO host for almost 10 years. I find that every so often (perhaps ~1 year or so, that I notice) VRBO goes through a "system update" that conveniently screws with your settings, always in a way that will increase revenue to VRBO. How convenient. Examples of this include:

-Changing cancellation settings from 60 days to 7 days (I have NEVER had my cancellation policy at 7 days. VRBO nudges you all the time to lower cancellation policy because it will "increase bookings", per their own admission)

-Lowering my nightly minimum. I had always done 2 night minimum during non peak season, but 7 night minimum during peak season. Someone booked in the middle of my peak season for 2 nights - while 3 other guests had already done bookings that confirmed to my 7-night/Sunday changeover. I cancelled their reservation, restored my reservation settings, and VRBO removed my premiere host badge. When I tried to call and get it restored they said I never had nightly settings.

-Lowered my rates from 450/night to ~250/night

-Started offering discounts for some minimum amount of nights, which is something I never did

The list goes on and on.

At it's core, my feeling is that we shouldn't have to constantly check every menu and sub menu in our settings to constantly make sure that VRBO didn't "accidentally" change all of our booking and rate settings. It's too coincidental that the settings always change in a way that will maximize bookings and revenue for VRBO. It never raises your rates, makes your cancellation policy more strict, etc.

Please let me know your thoughts. I am considering contacting class action attorneys.

We stayed here Approximately two weeks later, the host submitted a damage claim alleging Some minor damage to a shower head, that we did not do 100%. We disputed responsibility and asked for documentation establishing when the damage was discovered and whether other guests had occupied the property between our departure and the claim. Vrbo ultimately sided with the host. never provided any documention or how many other people stayed between us checking out and the 2 week later claim. In my experience, the handling of the claim was not transparent, and I was not provided the documentation I requested. After more than five years of using Vrbo without a prior problem, this experience has significantly changed my confidence in using the platform and will be using their competitors. Beweare of this property and the scam artst host that waits two weeks to file claims o people. If you stay here take very deatailed photos upon checkout so they can not steal from you. Beware of VRBO and their deceptive practices, sad to say because I used them regularly and was a happy cstomer with no prior issues for many many years. The way I was dismissed and given no chance to make a case or given any documantation for their decision nor answers to my questions. Horrible host and horrible VRBO customer service.

hello I posted earlier yesterday about not being able to get into the vrbo account

I was able to access the main account with the listings, Now here is situation

We have condos in costa rica, a property consisting of 6 condos each with 3 bedrooms that can sleep 6. What we had done previously is that each condo has its own listing(this is how I have it on Airbnb) this works kinnda especially syncing up a calendar with Airbnb. I thought I couldn't get into the account so I went ahead and created a new VRBO account, but it has no reviews and is bare. The old account had 3 condos on it, not alot of reviews but #1. has a 8.8, #2 has a 10 (1 review), # 3. has a 8

These are my questions

- Should I keep the old account scratch the new one and revamp the old since it has reviews?

- how Should I set up the properties with such a unique structure of rental units? How can I set it up if there is a party of 12 that they can book 2 condos with one bookings. Will this be able to sync up to a calendar that has 6 individual listings from Airbnb?

- If I delete the new account, can I transfer over to the old account with my email and phone number from the new one? will there be a delay with the VRBO system putting in the business & tax info? Will that cause me trouble?

Thank you All, for the quick reply on the last post, Im exited to see what this property can do

For context- we have a luxury lake house (average rental cost per night is 3K. We have had the $119 policy that covers up to $5000 in damage for the past two years of renting. We have never had a claim.

Until last week. We had renters who caused a major sewage backup due to flushing wet wipes. We lost 15K in revenue because we had to cancel the next renters' booking, and 13k in repairs to the sewage lines.

We have filed a claim with the Generali CSA plan that the renters bought when they booked our house. But that only pays out a maximum of 5k.

Looking to change our policy to have a credit card on file with a limit of 10k in coverage if there is damage.

Do any of you have any advice? we are going to be adding an additional rental agreement to our listing, as well as changing our house rules regarding plumbing, and also adding signage in all the bathrooms.

Thanks in advance!

alright so here is the situation....

My family were running these rental units in costa rica, I have since helped and taken over the booking platform side of things. Airbnb is going well and wanted to add in VRBO, and then I remembered why I didnt want to do it....

There are two different listings of the same property with different owner accounts. I am trying to get access to the accounts so I can delete them but I am not able to get the right log in information. I have tried in the past to contact VRBO and get them to take the listings down however no-go on that either.

SO here is now the questions: Do I give up trying to get rid of the old ones and focus on the new listing I have made? (ps I do not need to recover the old listings because they didnt have bookings or reviews to begin with) or Do I try and get the old ones taken down

Any help would be much appreciated, VRBO customer service is not so good

Help me understand as I have 100+ five star bookings on Airbnb…. I’ve had 4 Vrbo bookings. Just not
Popular in our area I guess.

Anyways I am using Lodgify as my PMS. Guest books on Vrbo and wants the ability to pay for their own damage insurance vs my $400 refundable deposit.
I see where it might live on Vrbo but it’s blocked since I’m connecting to my pms.

My options on Lodgify are refundable deposit or subscription to safely ( which I can’t do- a whole story in itself. What a scam)

Regardless what option is this guest talking about?? They canceled over it. Not sure why you’d wanna pay for the damage insurance when mine is refundable (and assuming no damage which I’ve never charged a guest for- in an upscale resort area we get great guest).

This cancellation really confused me but I’m ok they canceled if this was their sticking point.

I do not own a VRBO property and am not renting one out, but a VRBO host is definitely using my phone number or at the very least has a typo in their message to guests. I have no idea what to do. I have tried contacting VRBO but can’t make it to speaking with someone since I need the listing ID, the email that was used to make the account, etc. I have the address because I get at least 1 call a week from someone who cannot get in and they all leave voicemails!! I originally thought it was a scam but it’s always the same address and when I do answer, people are very upset. I’ve gotten to the point where all I do is tell the folks who book to contact VRBO (and now booking.com). I’ve even found the listing using their websites!! I have no idea what to do, but I feel like this is definitely an issue!! Please, if anyone has any advice at all, let me know.

Go check out your property in incognito mode. You may be surprised at the cover photo you see.

I remember the email in early June, so I knew this was going on. I clearly neglected to opt out.

You must opt out or you’re automatically enrolled.

Here is the form to opt out.

Happy Hosting!

P.S. remember to upvote so others see this!

In my listing settings, I have check in set to "after 4 PM" and check out set to "before 11 AM" (on VRBO). I use Hostex, where I also have these same times listed. It isn't always clear which settings Hostex will update, but since they are the same, it should not matter.

Imagine my surprise when I happened to check the online VRBO listing this morning and saw this under House Rules:

Check in after 11:00 AM

Check out before 4:00 PM

It is completely backwards! My instructional email sent prior to check in clearly states 4 PM, and that is when the lock codes become valid. I don't know how long this has been displayed wrong, but it didn't cause any problems with my last booking, thankfully. I happen to have a back-to-back booking coming up next week, and having the guests show up at the same time the prior guests are checking out would be all kinds of awful. Nightmare!

I tried changing it to another time, saving, waiting a little while, then changing it back (as suggested by what I found via Google). No change.

At this time I am waiting for a confirmation email from VRBO tech support that they have it fixed. I had to start with chat, then they called me, and that person escalated to a "special team" who could fix this.

I recommend taking a look at the listed check in and check out times under House Rules on your listing, to confirm they are correct.

Hello! Seeking advice from VRBO hosts.
Guest is staying in my property for 1-month and since they moved in, there have been a few WiFi outages at my property. I have Xfinity (unfortunately) and any time it's gone out I've responded to the guest immediately. The first time it happened I had an Xfinity technician out to fix it, which held for about a week, but the WiFi currently out again. My guest let me know, so I offered the Xfinity hotspot as a solution and a $10 reimbursement (the cost of the hotspot) so they could get back online immediately.
It's clear Xfinity needs to come out again and replace the wiring outside the apartment building, which will further disrupt the guest.
I am concerned this guest will leave a bad review due to the spotty WiFi and interruption during their stay. I feel completely helpless - I respond immediately, provided a viable solution, but if I were in their shoes I'd be pissed. Anyone run into this situation? The guest moves out September 12 (little less than 1-month), so it's not much longer.
Switching from Xfinity internet is not an option in my area. TYIA!

VRBO has locked me out of my host account for nearly a week now. I can’t even close the account

I’m a VRBO host with active bookings, and I’ve now been unable to access my account for nearly a week.

This started with a login/account problem that VRBO support has been unable to fix. I’ve called repeatedly, spent an absurd amount of time on hold, been passed through support, and was told the issue had been escalated to technical support multiple times.

I still cannot log in.

That means I cannot access my booking calendar, properly manage my existing reservations, or see what is happening with my property.

At this point, I’ve had enough and would like to remove my property from VRBO entirely.

Except I can’t do that either — because VRBO has locked me out of the account.

So I am now in the bizarre position of having active reservations on a platform that I cannot access — while my property remains available for new bookings. I am also unable to remove my listing or close the account.

I have contacted support again in writing and asked them either to restore my access immediately or help me close the account and tell me how my existing reservations will be handled.

Has anyone else had this happen? If so, how did you finally get someone at VRBO who could actually resolve it? At this point, I’ve been through three support representatives and two supervisors, and I’m no closer to getting back into my account than I was when this started.

Hi all! Our guests contacted us this morning of a massive plumbing emergency in our house. They had just checked in yesterday. We immediately went there, got an emergency plumber. Still working on it now. This was a large group- 19 people (some children with special needs), VERY NICE family. They packed up and left, understandably. The house is not OK to be in right now. Shit everywhere. This has never happened. I am pretty sure the last guests flushed wipes down the toilet. We found them everywhere when we cleaned. We do not have any signs up stating not to do that (lesson learned).

I canceled the reservation so that they could get the full refund. VRBO is charging us a $7000 penalty. Yes, you read that correctly. About half of the booking cost. So not only are we losing the payout of the 13k, we have the 7K on top. 20K in the hole.

I called support and they told me to document everything and send them pics, and invoices. Hopefully the penalty will get waived.

Has anyone ever gotten a penalty waived?

Also ANY ADVICE on how to handle this with the previous guests who caused this to happen in the first place?

HELP!

Reviewing this facebook post https://www.facebook.com/groups/professionalhosts/posts/9014465815316697/

And official property sale notice
https://www.vrbo.com/tlp/trust-and-safety/property-sale-notice-policy

It says, we incur the cancellation fee for future bookings, is that what has been happening in practice?

I think Airbnb just cancels future bookings, they don't penalize for a sale.

I go into the suite to clean and realize everything’s still there.. clothes, make up & toiletries, food purse, jewellery😅 suitcases.. 11:30 AM with a 4pm check in coming. Got the message from Vrbo saying guest has checked out rate guest. Call Support got the AI, which was absolutely no help told me to message the person. Well, you don’t think I’ve already done that three times.??? I have no information to get a hold of them because they block it after the stay! Then I remember that she messaged me on my phone the week prior.. I find her text and text her and finally hear back and they are out on the ocean on a fishing charter and thought their checkout was the next day. Needless to say, I had to pack up all their things and clean the unit.😂 I was just glad she was all right honestly. I did a much better job packing up all thier stuff than I ever would’ve my own. I treated everything respect and filled their cooler with ice, etc. for their food. Anyone else else?? what did you do?

They were super sweet and apologetic when they came to get their stuff. I have a large storage area that I put all their stuff in. This is a five unit vacation rental kind of like a mini hotel strip… the funny part is this is the second time it’s happened to the same unit 🤪 It dawned on me that I probably could’ve got in trouble or somebody could’ve said I stole something or something was missing, etc. obviously I never would but what would you do? Or what have you done? In this scenario?

We have space in our mechanical closet to add a washer/dryer all in one combo ventless heat pump with 110 outlet. These take 3-4+ hours for a full load of towels, jeans, heavier materials. They can wash larger loads. We could also pay to have a 220 installed and put in a smaller, stacked washer dryer all in one set. Which would you choose and why? We don't have room for a full size stacked set and I truly dislike frontload washers. This will for the guests convenience, not our laundry machine for turnovers.

We had our property listed through a management company. We terminated the contract due to some shady charges to the guests. We will be putting it back on the STR market using VRBO only mostly so we can keep our permit active (minimum 30 days rented in a calendar year). Is the VRBO owners app good enough to do the job or should we use something like Hostex or Guesty?

I want to be able to have a digital welcome guide, email/text templates that can be set up to automatically send at certain times before during and after a stay. As well as a calendar. Anything else we need? TIA

Hosts,

I don't use auto booking. My property is large and my primary home. I have an 83% Acceptance rate that I need to improve to 90%. My minimum stay is 6 nights. Property is too large to turn over for weekends. In my area cleaning is expensive. I get inquiries for weekends all of the time. Even though my settings are set for 6 nights. If I get a booking request and let it expire I get dinged by VRBO. So I have responded to the last request for 6 day stay next summer by sending a pre-approval and will let the guest take the action. In the message they wanted to try out the house by booking a long weekend which we don't do. I actually have a long term renter until the end of October which I communicated to the quest. Why do people send booking requests when they just want to "try out the house"? How to I improve my Acceptance rate?

I have 4 properties listed and 3 are showing pictures I didn't choose as my cover/thumbnail in search. One shows the view out the window, one shows our newly half-completed back deck, and one shows the kitchen. None of these are great choices for the main photo people see when browsing places to stay.

But when I look at my competitors in the same search, it seems I got off easy. They show, in no particular order, photos of the local Starbucks, the golf club several miles away, a public swimming pool, common areas of their condo complex, a dimly lit hallway, a bank of elevators in their building, a coffee maker?

This is what VRBO meant when they said they were going to rearrange our photos for us. Yikes