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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:
$113,012.00

Total Amount Settled:
$5,202.00

Complaint Experience

41%

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

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

Complaints	Type of response
2	Making a full refund, as the consumer requested
1	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
7	Refuse to adjust, relying on terms of agreement
19	Unanswered

32 complaints against VRBO Corporate Office Headquarters

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3/31/2026

RESPONSE: Complaint was not answered Amount in Dispute: $2,690.00 Amount Settled: $0.00

Customer Complaint

3/5/2026

Profile: Stayed in unit 705. Listed under VRBO as Classy Getaway STR 02904. Booked through VRBO under reservation ID HA-ELetD7x . Host is a property manager who markets the unit via VRBO. Building is run by a service bureau called Total. Property Manager name is Kristina J. Here is my review: 1. Pre-Check-in & Policy Violations • Withholding Instructions: The host violated Vrbo's standard policy by refusing to provide check-in procedures 2–3 days in advance. They attempted to withhold this information until the day of arrival, only relenting after being warned the reservation would be at risk. • Pre-Existing HVAC Failure: Upon arrival, a technician confirmed he had been attempting to access the unit to fix the cooling since the week prior. The host knowingly checked in a family with a 4-month-old infant into a unit they knew was non-functional. 2. Deception & Host Negligence • False Availability: The host advertised 8 AM–11 PM availability but remained silent from Saturday through late Sunday night. • The "Monday" Lie: The host promised a technician at 8:00 AM on Monday (2/23). Instead, they sent a non-English speaking handyman who suggested "running the water for several minutes" to address the lack of hot water in the kitchen and primary bedroom. • Delayed Professional Repair: A qualified tech did not arrive until 2:00 PM on Monday. The party endured 2.5 days of 79°F heat—a significant health risk for an infant. 3. Vrbo Support: Procedural Gatekeeping • The Payment Loop: Vr Resolution Sought Provide a refund for entire stay.

3/29/2026

RESPONSE: Complaint was not answered Amount in Dispute: $221.68 Amount Settled: $0.00

Customer Complaint

3/3/2026

VRBO charged me without my approval for the above charges. My trip was paid in full to Vacasa. I discovered charges on my AMEx credit card did Jan 17,2026 VRBO FEE 512-759-0902TX. $134.40 Global Assistance Ins CSA-GGA-DAM-Trip Ins $87.28. According to Vacasa, I don't have insurance VRBO used my credit card that I used for VACASA Resolution Sought I want a full refund for fraudulent charges

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