Contact VRBO Customer Service

Contacting VRBO Customer Service Center

Contacting VRBO Customer Service Center

VRBO, Vacation Rental By Owner, is a division of HomeAway. HomeAway is one of the largest online marketplaces where homeowners list properties so individuals can rent. The company currently has more than 200,000 listings in 100 countries around the world. In the event you have a question regarding your listing or your rental history, you can connect with the customer service department. The available ways include phone, email, traditional mail and through social media.

to leave a comment about your customer service experience.

Contact Info:

Phone Contact Numbers

Customers attempting to contact the customer service department will need to fill out an online form and receive a call back from the company. VRBO does not offer a customer service hotline.

The customer service department for sales is available Monday through Friday, 9am to 6pm.

  • Sales: 877-228-0710

Mailing Address

HomeAway, Inc.1011 W. Fifth Street, Suite 300Austin, Texas 78703

Official Website

Customers visiting the official VRBO website http://www.vrbo.com/ can search for properties in the United States as well as overseas. You can check the availability of the property and plan your vacation. There is a section of the website highlighting the top-rated homes as well as the top areas of interest. Customers can also search the featured destinations and read the information relating to the destinations. If you are considering joining VRBO, we recommend reading the VRBO FAQs prior to contacting the customer service department.

Social Media

Customers can contact the customer service department through social media. If your questions or concerns can assist the entire VRBO community, the response will be posted for everyone to see. If your question/concern relates to your experience, you may receive a private/direct message.

Customer Service Email

The customer service email is a customer feedback form. Customers input their name, email address and message and send the correspondence to the customer service team. Although there is a section in which you can input your account information, we recommend not putting personal account information into your messages.

Our Experience

Although VRBO provides a wealth of information pertaining to renting a property and listing your property, the contact information for the customer service team was a bit light. We expected a customer support hotline, but all we encountered was a call back form. This is not what we expected from a company that has more than 200,000 properties listed on the website. Overall, the experience was worse than expected. Thoughts? We would love to hear from customers just like you. Share your thoughts with us in the comment section below.

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41 Comments on “Contact VRBO Customer Service
  1. You would think, for all the money they charge us to list on their website, and for all the hundreds of thousands of people that use this website, they would have the courtesy and the wherewithal to provide someone to answer the phone for people who have questions. I am a property owner with a question that is not addressed on the website and I have called three different numbers, two of which were “no longer in service” and the third which rang and rang and rang and rang and then finally asked me to leave a callback number. They never called back. I think this is completely unacceptable.

    • I’ve been a VRBO owner since 2012. My renewal date is in a few days. Now customers will be required to book reservations directly through VRBO … also, I’m required to sign up for HOMEAWAY payments … seriously, I don’t see the money in my account until 5 to 7 days after the arrival of the renter … so, someone stays in our house for 3 days, and I don’t receive the money until they are gone … I’ve talked to two different CS representatives … received different answers to the same questions … and, until I corrected the CS representative, I was given incorrect information … also, I noticed since Jan 2018 any inquiry VRBO quote for state and city taxes are being billed on cleaning fess … which is a nontaxable service … when I asked the CS representative about this I was told that is what they do … so I called the State Tax commission … I was right … a nontaxable service … I don’t feel very confident as a Home owner to continue my listing with VRBO. All the additional fees … charged to the customer … 6%-!2% or more … plus the 3% fee billed to owner for credit card services … it costs $499 a year to have a listing …

  2. I just create an new account and when i go to login i can not . I reset the password for me e-mail but i have the some problem .

  3. I have contacted the owner and he is aware that we had to cancel our reservation HA-91HPF3 for a medical emergency. While in Monterosso my retina has detached and we got an emergency flight home. I’m having surgery in a few hours and need to get this refund taken care of before I’m out of commission for a while. Owner says that you have our money and he has not received it so I need the refund from you. Please help!
    Thank you, Gina Duckett

  4. I would just like to say that for a company that is as large and successful as VRBO, I am constantly surprised by the lack of ingenuity. I have my place listed with VRBO and Airbnb in Canada. When I signed up in June with VRBO it took three weeks for the financial account info to be approved (lost business due to this), whereas, Airbnb had me up and running in 20 minutes. I wanted my site to have French translation as well for visitors from Quebec. Airbnb has the ability to use additional languages at the touch of a click. Could not find this anywhere on VRBO and had to do my own hack. After adding this info I received an e-mail from Airbnb within 5 minutes informing me that my account had been changed and if this was me to ignore the E-mail, otherwise to contact them. VRBO informed me that they would send me a code by e-mail before the info could be updated ( I had to enter on the site), but I am still waiting. Maybe you need to take a look at how your business could be updated and streamlined.
    Thanks
    Bev Bennett

  5. I am becoming very unhappy with VRBO as a vacation home owner. Their customer service is below satisfaction and they don’t care that I am unhappy. They are changing policies and NOT being consistent with them. The are taking the control away from the homeowners in the reservation process.

  6. I am VERY unhappy with VRBO as a vacation homeowner. There is now where I can find a phone number to speak with a customer service representative. I am VERY disappointed with all the changes. How does one contact VRBO now?

  7. Well, you’ve jacked up the service charges in addition to the exorbitant annual subscription. Now you’ve screwed up the calendar on my listing so that dates appear to be available that are not. I tried to call, but the hold time is more than half an hour. What a messed up, screwed up outfit. Please update your site so that the damned calendars work! The very least you could do is provide some kind of service for the crazy fees you are charging.

  8. Nice job with the new “service charge.” Never needed it before, why now? Greed, plain and simple. Used to be “vacation rental by owner.” Now, apparently it’s VRBAGCEO. Vacation rentals by a greedy CEO. Way to go, Brian Sharples. Nothing but complaints. Way to take a great company and soil it. And now, you’ve TAKEN AWAY YOUR CUSTOMER SERVICE PHONE NUMBER, EVEN FOR OWNERS? You could not come across as more arrogant, greedy, and tone-deaf. How extremely disappointing. NOBODY asked for this, not the owners who are your paying subscribers, certainly not the end-user customers, the travelers. Who can I call on the phone at VRBO?

  9. VRBO has the WORST customer service of any large company!!! Ever since they instituted the 2 factor verification, I HAVE to call them every time I login….WHY because I don’t have a cell phone for them to contact…. I have lost business because of them!!! Now I could call….sure, over a 20 minute wait everytime I try!!! Next year, I’ll try a diffferent way….the cost is too much for this crap!!

  10. To whom it concerns
    It is very annoying that it is so hard to get a customer service agent to answer one simple question. I would suggest that you have a chat session for such cases. This would help aid your customer service agents so they can serve people more efficiently.If you have a chat session I could not find it since it is not with the contact info.
    I just wanted to know if there is a way there could be monthly or just 2 payments instead of one large payment for a scheduled stay. We are going to Florida and to have a $5,000 bill in Dec. hurts a bit. Please tell us where we can find our answer. Thank you
    Joanne Soyk

  11. Why r u ruining a good thing. I use you to rent our ski house. I charge for cleaning for stays of less than 5 days. No tax is charged for stays greater than 30 days. I use a property mgr. I give business discounts. I use a property manager. You hide my listing even though I answer within a few hours. Your new site gives WRONG Quotes. I may change to a competitor

  12. I need some help with a host that is not communicating with me. I may need to cancel as a result. What do i do?

  13. I have used vrbo last few years.This time I find that the filters are not working well.I put in my vac.dates and it pulls up properties only to find out they are not available.very frustrating.

    Gloria

  14. I am being told that certain properties are not available but they are available on the calendar so it is getting hard to tell what is available or not.We keep sending reservations for nothing

  15. I can’t seem to save a property in Favorites anymore. Is there something I’m missing with the new format for website.

  16. Small family management companies are the way to go. The commitment to home owners and customers alike is what brings guest back every year.

  17. We rented a property listed on VRBO which was completely misrepresented and was unsafe and not sanitary. VRBO refuses to acknowledge that this property is unsafe and unsanitary. Property #3918980 is unsafe and should not be listed for rent

  18. Their facetime isn’t working, 18 min wait by phone, always confusing changes for the owners on their website. Taking my business elsewhere!

  19. Been a member since they first started up their business and I was satisfied until a few years ago when they began constantly tweaking the owner’s webpage. I now have a renter who paid them a deposit and they are holding onto it but when I try to contact them I find that their facetime pg.isn’t working, 18 mins. wait on phone. Guess they are too cheap to train and hire enough people to man the phones as well as too cheap to set up “Chat” like most successful businesses do. They obviously go “too big for their own britches!” Taking my business elsewhere!!

  20. Extremely disappointing. The new requirement of online booking eliminates the screening of renters by owners. What if teenagers want to rent and paying through your online payment? Would we know they are teenagers? of course not. we have no way of contacting them unless we go through the process. I do not think this is safe or even legit. VRBO has always been a very reputable rental site but recently, it has become very, very greedy with the requirement of online booking and charging service fees to our renters even through we, as owners, cough up a lot of money to list our property on the VRBO site. I am also concerned about not seeing our inquiries email addresses like we used to and when sending a reply to them, blocking our email address. That is really concerning to me.

  21. Customer service is pretty much non-existent. I’ve tried multiple times to get help because the site will not let me update it, but no one responds. Very frustrating

  22. Hello, is the property #1188470 still availible on VRBO, I was there a few weeks ago but can’t find it anymore. Thank you

  23. help !! we have listed our property with VRBO/HomeAway for many years and are now very uncomfortable with the new system ! Before we agree to a rental with a tenant, we want to have at least an email “conversation” with that tenant to be certain we will want to rent our home to them. WE also want to continue our policy of creating a lease… collecting a 50% deposit with the tenant with the balance due 60 days before occupancy. What is the current arrangement for a tenant to have “cancellation” insurance ?? what will happen to OUR $$ if a tenant cancels on very short notice… close to the date of the rental ? and we are NOT able to find a replacement tenant ? HOW CAN WE TALK WITH SOMEONE AT VRBO ??

  24. I am tired of filling out forms. Every condo I request is already booked despite the calendar saying they are available!!
    Doesn’t anybody keep their info up to date??
    If not they should be removed from your website.
    I am fed up with VRBO. Although am a member that has booked in the past.
    Also when i request to book I paid for Trip Insurance. What happens now??

  25. I’ve been a VRBO owner since 2012. My renewal date is in a few days. Now customers will be required to book reservations directly through VRBO … also, I’m required to sign up for HOMEAWAY payments … seriously, I don’t see the money in my account until 5 to 7 days after the arrival of the renter … so, someone stays in our house for 3 days, and I don’t receive the money until they are gone … I’ve talked to two different CS representatives … received different answers to the same questions … and, until I corrected the CS representative, I was given incorrect information … also, I noticed since Jan 2018 any inquiry VRBO quote for state and city taxes are being billed on cleaning fess … which is a nontaxable service … when I asked the CS representative about this I was told that is what they do … so I called the State Tax commission … I was right … a nontaxable service … I don’t feel very confident as a Home owner to continue my listing with VRBO. All the additional fees … charged to the customer … 6%-!2% or more … plus the 3% fee billed to owner for credit card services … it costs $499 a year to have a listing …

  26. I am a property manager, now VRBO obliges the rental payments to be made through their financial site, and of course they charge another fee, I would like to set up a bank account different for each owner of the properties I manage, I don’t know if it is possible, do not find any answer on their website help service, cannot email them anymore.

  27. I sent in a review that was not published. It reflected some of our disappointments but it was not impolite.
    1. How long does it take to see the reviews on the website?
    2. Do owners review the comments and only publish what they want?

  28. I just wondered if you’ve planned any marketing yet for you’re site. I’m self-employed doing this for various businesses for a number of years now, I feed my family doing it so I won’t complain. I have a way of getting immediate interested traffic and buyers to your site through social media channels and email. As well as getting more likes, followers for all of your social accounts. I have a new program that has just been completed that listens to all tweets being made, if a certain word or phrase is detected, we instantly send back to them a tweet that they should visit our site. We can use as many search terms as we want, 100’s of targeted visits a day. I can even help you make a site, fix site errors add updates etc. if you might need it.

    In addition to that, I’d also like to find out what your competitors have done that we havn’t done yet and address those issues asap. I’d also like to make a video or 2 about your site and get them to rank high pretty quickly. Lastly I have a large database of opt in customers that are interested in what it is you do, so if you’d like to expand your current newsletter list let me know, I can get you these records whenever you’d like them. They would get you instant leads by supplying you with a list of people or businesses that are looking for exactly what it is you’re offering.

    I use tools that a lot of people dont know about or don’t have time to use for themselves and would like to use them for your site. If your to busy with current clients I get it, I was just wondering was all. Let me know if youd like more information or references, I have more than I know what to do with.

    Winston

  29. Why I am unable to email a complaint ? I used your site and the owner is refusing to refund part of my deposit. I have tried using online chat and it never connects.

    Thanks

    Claire
    #

  30. My husband wrote a negative review of a property we stayed a week at, and the review has not been posted. Other people who stay at the location need to be aware that the neighborhood is not safe and would not be suitable for walking around.
    If VRBO can’t be transparent about reviews when it doesn’t suit them why bother to enlist comments.

  31. we were scammed out of $1850. recently on craigs list for a florida property. just want to put the names out there they used in case you see them.1 was Lily Hutton and the other was Roland Knight.Beware

  32. I’ve made several complaints to VRBO about one of their property owners – owner of listing# 778327 using the home as storage for drugs. The property owner, Doug actually has the audacity to market it as “family friendly”. Not quite sure how this low life was raised, but drug dealing is anything but family friendly.

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