Deplorable rental conditions: Response from Home Away/VRBO

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Aug 19, 2019
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#1

Dear Penny,

I hope this email finds you well today. My name is Macy and I am with the Customer Relations Team here at Vrbo. We got your case from the email that was sent to Mr. Ortegon. We wanted to reach out to you directly to discuss your experience with this property.

We have reviewed your account and we are not able to locate a case from when you contacted Customer Support either during or after the stay. This email appears to be the first time we are hearing about this experience. When you have an issue with a property you need to contact customer support at the time the issues are happening so we can step in and see how we can assist. We were not given this chance to assist you and work with the owner to come to a resolution. We are happy to take this feedback. We are not able to issue a refund for your stay as all refunds have to come directly from the property owner/manager. We recommend that you work directly with the owner for additional refunds. We appreciate you taking the time and effort to let us know about this situation. We wish you the best in your efforts and sincerely hope a mutual resolution is reached shortly.



Best regards,

Macy
Vrbo.com Customer Relations Specialist

My question is: I contacted the Property managers nearly daily over complaints. They answered the initial complaint, but nothing later. I have copies of my complaints.
 
Jan 6, 2015
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#2
They have, I think, connected the dots for you . . .
  • You need to "contact customer support at the time the issues are happening" so they "can step in and see how they can assist"
  • Thus, they "were not given this chance to assist you and work with the owner to come to a resolution"
  • Your only path to resolution at this point is "that you work directly with the owner for additional refunds"
This is unfortunate for you, but I understand that this is stated VRBO policy for renters.
 
Likes: jsn55
Sep 19, 2015
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#3
The Book with Confidence guarantee required travelers to contact VRBo within 12 hours of the event.
If the owner does not respond,

To be eligible for the Book with Confidence Guarantee, you must meet the following requirements:
  • Reservations must be paid for through our secure checkout.
  • If the property is significantly not as described, unsafe, or you are denied access, you must contact Customer Support within the first twelve (12) hours of the event.
or

If they cannot rectify the situation or do not respond, contact Customer Support

https://help.vrbo.com/articles/What-is-the-Book-with-Confidence-Guarantee

One needs to let VRBo know when on the property and not after returning.

If you did not go to VRBO when you were staying there it is unlikely that they will help now.
 
Likes: VoR61

JVillegirl541

Verified Member
Nov 21, 2014
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#5

Dear Penny,

I hope this email finds you well today. My name is Macy and I am with the Customer Relations Team here at Vrbo. We got your case from the email that was sent to Mr. Ortegon. We wanted to reach out to you directly to discuss your experience with this property.

We have reviewed your account and we are not able to locate a case from when you contacted Customer Support either during or after the stay. This email appears to be the first time we are hearing about this experience. When you have an issue with a property you need to contact customer support at the time the issues are happening so we can step in and see how we can assist. We were not given this chance to assist you and work with the owner to come to a resolution. We are happy to take this feedback. We are not able to issue a refund for your stay as all refunds have to come directly from the property owner/manager. We recommend that you work directly with the owner for additional refunds. We appreciate you taking the time and effort to let us know about this situation. We wish you the best in your efforts and sincerely hope a mutual resolution is reached shortly.



Best regards,

Macy
Vrbo.com Customer Relations Specialist

My question is: I contacted the Property managers nearly daily over complaints. They answered the initial complaint, but nothing later. I have copies of my complaints.
You contacted the Property Managers “Nearly Daily” does that mean on day one while you were there, you contacted both the Owner AND VRBO??
I just want to make sure we clearly understand when you contacted VRBO and when you contacted the Owner. Please clarify?
 

mmb

Verified Member
Jan 20, 2015
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#6
You contacted the Property Managers “Nearly Daily” does that mean on day one while you were there, you contacted both the Owner AND VRBO??
I just want to make sure we clearly understand when you contacted VRBO and when you contacted the Owner. Please clarify?
She says she contacted the Property Managers nearly daily. Apparently she never contacted VBRO until well after the stay.
 
Likes: VoR61

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#7
She says she contacted the Property Managers nearly daily. Apparently she never contacted VBRO until well after the stay.
And that is the problem- people don’t read everything when they use these rental sites to know what to do when there is a problem. The first communication needs to be to the rental company so you have it logged if you need it even for a credit card dispute.
 
Jan 6, 2015
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#8
And that is the problem- people don’t read everything when they use these rental sites to know what to do when there is a problem. The first communication needs to be to the rental company so you have it logged if you need it even for a credit card dispute.
In fairness to those who book through VRBO, Neil, to find the information about these policies once you are on VRBO.com you have to click Help, Traveler Help, Your Safety, then Close "Traveler Help" (the "X" in the left hand panel), then Your Safety, Safe Bookings, and know to view the What is the Book with Confidence Guarantee? Not only a lot of clicks, but it is not intuitive IMO. "Your Safety"? "Safe Bookings"? "Book with Confidence"?

Those are not labels under which I would look to find the policy regarding my stay. I think VRBO should relocate the information . . .
 
Jan 17, 2019
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#9
In fairness to those who book through VRBO, Neil, to find the information about these policies once you are on VRBO.com you have to click Help, Traveler Help, Your Safety, then Close "Traveler Help" (the "X" in the left hand panel), then Your Safety, Safe Bookings, and know to view the What is the Book with Confidence Guarantee? Not only a lot of clicks, but it is not intuitive IMO. "Your Safety"? "Safe Bookings"? "Book with Confidence"?

Those are not labels under which I would look to find the policy regarding my stay. I think VRBO should relocate the information . . .
I would agree with this. It's a bit similar to companies who bury any unfavorable information 8 pages deep in the fine print for their terms of service.

If it's important information for the customer to know put it where it's easily accessible.
 
Jan 6, 2015
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#11
That is at the bottom of the page, and is "information only". It's not a link. Moreover, who would think to look at a Book with Confidence Guarantee to find the policies for your stay? Until Christina posted the link I had NO idea that's where they were. And I Googled extensively.

Penelope, and others I think, have a compelling case to say "I did not know" . . .
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
19,308
17,762
113
New York
www.promalvacations.com
#12
As a travel agent, I always look at the fine print. Always. I have to because it’s my job to do that for clients. I’d never book off any type of booking site without that.

My grandson books a lot with Airbnb and VRBO. Just for a different perspective I asked him what if he’s ever had an issue with a rental and what he did and he has twice and the first thing he did after having a problem with the owner was contact Airbnb on one and VRBO for another.
 
Aug 19, 2019
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#15
You contacted the Property Managers “Nearly Daily” does that mean on day one while you were there, you contacted both the Owner AND VRBO??
I just want to make sure we clearly understand when you contacted VRBO and when you contacted the Owner. Please clarify?
The only contact I knew to make was with the property manager "TurnKey". They were supposed to contact the owner. I see the property is still on both VRBO and TurnKeys rental websites. It is in no condition to be being rented. It is not safe.
 
Aug 19, 2019
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#16
Respectfully, Neil, this is not about fine print. It's about burying critical information in an obscure place.
Absoluter
Respectfully, Neil, this is not about fine print. It's about burying critical information in an obscure place.
Absolutely. The websites misrepresent this property. It is unsafe for rental, but continues to be on VRBO and Turnkeys websites. It needs to be addressed, whether I recoup anything or not.
 
Aug 19, 2019
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#17
As a travel agent, I always look at the fine print. Always. I have to because it’s my job to do that for clients. I’d never book off any type of booking site without that.

My grandson books a lot with Airbnb and VRBO. Just for a different perspective I asked him what if he’s ever had an issue with a rental and what he did and he has twice and the first thing he did after having a problem with the owner was contact Airbnb on one and VRBO for another.
I also have booked many, many times with VRBO. Have never had such a terrible property.
 
Aug 19, 2019
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#18
You contacted the Property Managers “Nearly Daily” does that mean on day one while you were there, you contacted both the Owner AND VRBO??
I just want to make sure we clearly understand when you contacted VRBO and when you contacted the Owner. Please clarify?
Not only on day 1, as we could not even get into the house! And then found the barbecue in pieces in the dining room! It went downhill from there. I thought Turnkey the property manager was my only option for complaining. There is no information available for contacting the owner.
 
Aug 19, 2019
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#19
They have, I think, connected the dots for you . . .
  • You need to "contact customer support at the time the issues are happening" so they "can step in and see how they can assist"
  • Thus, they "were not given this chance to assist you and work with the owner to come to a resolution"
  • Your only path to resolution at this point is "that you work directly with the owner for additional refunds"
This is unfortunate for you, but I understand that this is stated VRBO policy for renters.
They did step in..........initially. They came, and built the Barbecue that was in the dining room in pieces, and changed a light in the kitchen, and a few days later removed all the cardboard boxes in the garage, leaving shards of glass all over the garage floor. Things went downhill from there, and the only replys I got from my daily texts, was that the local agency would be contacting me. The never did.
 
Aug 19, 2019
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#20
This is right on the home page:

Your vacation is safe with us
Secure payments, 24/7 support and a Book with Confidence guarantee

You wouldn’t check that first?
Never had to before.......Have rented, maybe 20 times through VRBO, and never have I had this situation. I trusted them. This property is unsafe, and yet it is still on the VRBO and TurnKey websites as available. I doubt very much, in one week a deck has been built, and all the necessary bathroom work has been taken care of...........plus all the other things that are wrong with the house.......like new beds for instance. My list is long.