I’d honestly give zero stars if possible. We’ve had the most awful experience ever with VRBO!! We’ve been super hosts for over 5 years, had over a hundred positive reviews, and they just cancelled all of our listings without warning for no valid reason. We’ve spent over 20 hours solid on the phone getting hung up on, dropped calls, transferred, and every time being told they couldn’t help us. There’s one person in there entire company who can make decisions on our account and not once has he ever emailed us back or called after 10 emails on our end and 8 phone calls. They say his department doesn’t have phones 🤔 and that he has no supervisor to talk to. I’ve asked if he’s a real person and not a bot and their only answer is that “he’s part of our team”!! It turns out there reasoning for cancelling our listings is because the mother of one of our already booked renters messaged us asking for room/bed layout and we used the words “contact” and “email” after she asked if her daughter could contact us with any more questions in regards to their upcoming travels. Her daughter originally booked me as her wedding photographer (that is my full time profession) and I recommended they also book our rental for her family. Naturally she already has my number and my email to communicate about her wedding. It appears that VRBO has ai generated tag words that if you use them in messaging you will get your listings disabled. I went to the extent of providing them the following documents to prove our case and they will not reinstate our listings at all and will not let us talk with anyone who can actually help us. I provided them…1. An original email inquiry for wedding photography from nearly a year ago. 2. A copy of my photography contract with her. 3. A copy of my photo business questionnaire where it lists the woman who messaged us on vrbo as her mother 4. A copy of their booking of the property nearly a year prior to her mom messaging us about room/bed layout5. A copy of their receipt of down payment for lodging and photo booking from nearly a year prior to her message. 6. And letters from both my bride and her mother stating they had no idea that having the mother of the bride message us on vrbo would be an issue and get us flagged for removal. Vrbo refuses to look at any of it, refuses to let us talk to Leon who apparently is the only person on earth who can make a decision on our account, and refuses to even acknowledge that they are not providing us any customer service help even though we’ve supported their business financially and been super hosts for over 5 years. They are truly the worst worst platform for hosts. Zero support, zero customer service, and zero professionalism. We’ve had nothing but a very positive experience on Airbnb and booking.com. Every time we have a question they are so helpful. Save yourself the time and headache and steer clear of vrbo. In our research they have numerous current lawsuits, fail to payout hosts, we’re recently under investigation with BBB, and are in financial trouble from poor management. Updated as a response to VRBO....As of 4/21/25 there has been no email response from the team responsible for our account with Leon being the team leader for our account. His original email to us was 02/27/25 of which we responded that same day with questions. He has not responded once to us in nearly 2 months. Customer support tells us to communicate with him about our case and he refuses to respond even once and refuses to provide us customer service.
