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VRBO Corporate Office Headquarters complaints

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1011 West Fifth Street, Suite 300
Austin, TX 78703 | Get Directions

(512) 493-0382

http://www.vrbo.com

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Total Amount in Dispute:
$327,435.00

Total Amount Settled:
$12,733.00

Complaint Experience

56%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

61 complaints against VRBO Corporate Office Headquarters closed in last 3 years.

Complaints	Type of response
10	Making a full refund, as the consumer requested
1	Making a partial refund
11	Agreed to make an adjustment
0	Refusing to make an adjustment
13	Refuse to adjust, relying on terms of agreement
26	Unanswered

61 complaints against VRBO Corporate Office Headquarters

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5/8/2025

RESPONSE: Complaint was not answered Amount in Dispute: $1,407.00 Amount Settled: $0.00

Customer Complaint

4/14/2025

Canceled trip several times but VRBO states technically is completely canceling the trip. I am due 100 refund but still nothing. I and the host have tried to cancel trip and gets error message error messages. Horrible way to operate a business. Resolution Sought Refund my payment at 100 as due.

4/10/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $134.00 Amount Settled: $0.00

Customer Complaint

3/12/2025

Rented a condo through VRBO and I was scammed - I was in touch with VRBO and sent all my evidence of the filthy place and they were of no help 65 days later Resolution Sought Refund the partial amount

Company Response

3/28/2025

HomeAway.com, Inc. (“HomeAway”) owns and operates websites that host third-party advertisements of vacation properties for rent. We do not own, manage or represent the properties, but only serve as a platform for property owners to list their vacation properties for rent, and for travelers to inquire about, and ultimately book, those properties. Our relationship with Ms. Breheny, the Guest, is governed by our Guest Terms of Service. Our Guest Terms of Service state that HomeAway is a website and is not a party to any rental agreement between a Guest and Travel Provider. We encourage you to visit our website to review the Terms of Service applicable to Ms. Breheny’s booking when the booking was made. Although HomeAway merely serves as a venue, we do offer certain products to travelers to protect against certain covered occurrences. For instance, Book with Confidence (“BWC”) is a product that is offered through HomeAway that protects payments made through the HomeAway website for specific covered claims. Unfortunately, Ms. Breheny is not eligible as cleanliness, minor, or temporary defects of the property are not covered under the program. In addition, Ms. Breheny did not contact HomeAway during the stay and we were not able to assist. According to our records, Ms. Breheny booked a vacation property listed on our site dates of stay January 2 to January 5, 2025. On January 7, Ms. Breheny contacted HomeAway reporting several property maintenance issues including cleanliness concerns. In addition, Ms. Breheny filed a chargeback. We suggest Ms. Breheny contact the property host for a resolution. As HomeAway is only a platform for vacation rental listings, to the extent Ms. Breheny feels aggrieved, their claim lies with the party that received payment, not HomeAway. This matter remains to be resolved between Ms. Breheny and the host. Again, we are very sorry to hear that Ms. Breheny had a negative experience related to the rental of a property listed on our site. Thank you for the opportunity to respond to this complaint, and please feel free to contact us again with any additional questions or concerns.

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