{"id":"vrbo","page":"https://escalate.alexgaoth.com/#/c/vrbo","html":"https://escalate.alexgaoth.com/c/vrbo/","generated":"2026-10-15","company":{"id":"vrbo","name":"Vrbo","aliases":["vrbo.com","vrbocare","homeaway"],"sector":"lodging","parent":"Expedia Group","website":"https://www.vrbo.com","account_url":"https://www.vrbo.com/lp/b/getintouch","regulators":["ftc"],"notes":"Vrbo is Expedia Group's vacation rental platform; each stay is with an independent host. The Book with Confidence Guarantee is now called VrboCare in Vrbo's terms. Vrbo warns that fake Vrbo phone numbers circulate in search ads. Values come from vrbo.com pages as shown in official-domain search results; vrbo.com returned HTTP 429 to direct fetches.","channels":[{"id":"customer-support-phone","type":"phone","label":"Vrbo traveler customer support (US, English and Spanish)","value":"+1-877-202-4291","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"notes":"From outside the US the help center lists +1-512-782-0805.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"contact-page","type":"portal","label":"Vrbo customer service (chat; routes you to the right agent and number)","value":"https://www.vrbo.com/lp/b/getintouch","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"customer-support-mail","type":"mail","label":"Vrbo Customer Support mailing address (guest Terms of Service)","value":"Vrbo Customer Support, 11920 Alterra Pkwy, Austin, TX 78758","purposes":["refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (certified mail, before arbitration)","value":"Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA, 98119","notes":"Shown in a version of the guest Terms of Service and in the host terms; check the current terms before sending.","source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-support-phone","note":"Message the host first; Vrbo expects you to ask the host for a refund before asking Vrbo."},{"rung":"written_complaint","channel":"contact-page"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"notice-of-dispute-mail","note":"Notice of Dispute, 60 days, then individual AAA arbitration."}],"playbooks":[{"issue":"reservation_problem","summary":"Ask the host, then Vrbo support; notify Vrbo within 30 business days for a VrboCare reimbursement.","evidence":["reservation ID","photos","messages with the host","receipts for replacement lodging"],"steps":[{"do":"Contact the host by phone and Vrbo messaging. If the host does not answer within 48 hours, or check-in is less than 24 hours away, contact Vrbo support.","channel":"customer-support-phone"},{"do":"Ask the host for a refund first, in writing through Vrbo messaging."},{"do":"Notify Vrbo of the problem by chat, phone, email or mail within thirty (30) business days and ask for VrboCare reimbursement. Keep all documents.","channel":"contact-page"},{"do":"If Vrbo asks for the reimbursement form, submit it with documents within the deadline it gives."}],"facts":[{"kind":"deadline","claim":"VrboCare terms say the traveler must notify Vrbo within thirty (30) business days of the first event giving rise to a request for reimbursement, by email or chat to customer support, by mail, or by phone.","issues":["reservation_problem","refund_request"],"source":"https://www.vrbo.com/lp/b/bwc-guarantee","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the owner unexpectedly cancels within 30 days of the stay, Vrbo says it will help you find a comparable property.","issues":["reservation_problem"],"source":"https://help.vrbo.com/articles/what-is-the-book-with-confidence-guarantee","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Each listing has a cancellation policy; cancel before 11:59 p.m. property time on the last day of the refund window.","evidence":["reservation ID","the listing's cancellation policy","cancellation confirmation"],"steps":[{"do":"Check the listing's cancellation policy on the property page or the reservation."},{"do":"Cancel before 11:59 p.m. in the property's time zone on the last day of the window."},{"do":"If the refund owed is not paid, contact Vrbo support, then dispute the charge with your card issuer.","channel":"customer-support-phone"}],"facts":[{"kind":"policy","claim":"Vrbo cancellation policies: Relaxed - 100% refund 14 days before check-in, 50% at 7-14 days; Moderate - 100% at 30 days, 50% at 14-30 days; Firm - 100% at 60 days, 50% at 30-60 days; Strict - 100% at 60 days, no refund after; or No refund.","issues":["refund_request"],"source":"https://help.vrbo.com/articles/what-are-the-cancellation-policy-options","last_verified":"2026-10-12"},{"kind":"policy","claim":"Vrbo's Extenuating Circumstances Policy can let guests cancel and get a refund regardless of the listing's policy when a qualifying large-scale disruption applies.","issues":["refund_request"],"source":"https://www.vrbo.com/tlp/trust-and-safety/extenuating-circumstances-policy","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"A refundable damage deposit returns automatically within 7 or 14 days of checkout unless the host files a claim; contact support after 14 days.","evidence":["reservation ID","deposit amount","checkout photos","host messages"],"steps":[{"do":"Wait the release window plus bank processing time (five to seven working days)."},{"do":"If 14 days have passed and the host has not filed a claim, contact Vrbo support.","channel":"customer-support-phone"},{"do":"If the host claims damage, ask for the itemized amount and photos in writing through Vrbo messaging."}],"facts":[{"kind":"deadline","claim":"Depending on the host's account settings, it can take up to 14 days after checkout for the refundable damage deposit to be released to the original form of payment; the bank may take another five to seven working days.","issues":["deposit_refund"],"source":"https://help.vrbo.com/articles/When-will-I-receive-back-my-refundable-damage-deposit","last_verified":"2026-10-12"}]},{"issue":"damage_claim","summary":"Hosts have 14 days after checkout to file a damage deposit claim, limited to the deposit amount and one claim.","evidence":["checkout photos or video","host's claim and photos","messages"],"steps":[{"do":"Ask the host for the itemized claim and photos in writing."},{"do":"If the host keeps the deposit with no damage claim, contact Vrbo support and cite VrboCare. A disagreement about the extent and cost of damage is not covered as a wrongful refusal.","channel":"contact-page"},{"do":"If unresolved, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"After checkout the host has 14 days to file a damage deposit claim; the claim cannot exceed the deposit, and the host cannot withhold more money after the first claim.","issues":["damage_claim","deposit_refund"],"source":"https://help.vrbo.com/articles/How-do-I-file-a-damage-deposit-claim","last_verified":"2026-10-12"}]}],"tips":[{"kind":"official","text":"Vrbo warns of fake Vrbo phone numbers in search ads; confirm the number on vrbo.com's Contact Us page or in your account before sharing booking or payment details.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}],"known_blockers":["vrbo.com returns HTTP 429 to automated fetches.","Vrbo expects guests to ask the host for a refund before asking Vrbo."],"official_domains":["vrbo.com"],"security":{"never_asks":[{"kind":"policy","claim":"Vrbo says it will never ask you to make a payment outside of its secure system.","source":"https://help.vrbo.com/articles/What-Smishing-and-Vishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Vrbo says some scammers send fake emails that imitate its platform brands to get travelers to pay for a rental outside the secure payment system.","source":"https://help.vrbo.com/articles/What-Smishing-and-Vishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Vrbo and Airbnb who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}]}},"playbooks":{"reservation_problem":{"company":{"id":"vrbo","name":"Vrbo","sector":"lodging","website":"https://www.vrbo.com","account_url":"https://www.vrbo.com/lp/b/getintouch"},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"Ask the host, then Vrbo support; notify Vrbo within 30 business days for a VrboCare reimbursement.","evidence":["reservation ID","photos","messages with the host","receipts for replacement lodging"],"steps":[{"do":"Contact the host by phone and Vrbo messaging. If the host does not answer within 48 hours, or check-in is less than 24 hours away, contact Vrbo support.","channel":{"id":"customer-support-phone","type":"phone","label":"Vrbo traveler customer support (US, English and Spanish)","value":"+1-877-202-4291","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"notes":"From outside the US the help center lists +1-512-782-0805.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"do":"Ask the host for a refund first, in writing through Vrbo messaging."},{"do":"Notify Vrbo of the problem by chat, phone, email or mail within thirty (30) business days and ask for VrboCare reimbursement. Keep all documents.","channel":{"id":"contact-page","type":"portal","label":"Vrbo customer service (chat; routes you to the right agent and number)","value":"https://www.vrbo.com/lp/b/getintouch","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"do":"If Vrbo asks for the reimbursement form, submit it with documents within the deadline it gives."}],"channels":[{"id":"customer-support-phone","type":"phone","label":"Vrbo traveler customer support (US, English and Spanish)","value":"+1-877-202-4291","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"notes":"From outside the US the help center lists +1-512-782-0805.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"contact-page","type":"portal","label":"Vrbo customer service (chat; routes you to the right agent and number)","value":"https://www.vrbo.com/lp/b/getintouch","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (certified mail, before arbitration)","value":"Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA, 98119","notes":"Shown in a version of the guest Terms of Service and in the host terms; check the current terms before sending.","source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"VrboCare terms say the traveler must notify Vrbo within thirty (30) business days of the first event giving rise to a request for reimbursement, by email or chat to customer support, by mail, or by phone.","issues":["reservation_problem","refund_request"],"source":"https://www.vrbo.com/lp/b/bwc-guarantee","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the owner unexpectedly cancels within 30 days of the stay, Vrbo says it will help you find a comparable property.","issues":["reservation_problem"],"source":"https://help.vrbo.com/articles/what-is-the-book-with-confidence-guarantee","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Vrbo warns of fake Vrbo phone numbers in search ads; confirm the number on vrbo.com's Contact Us page or in your account before sharing booking or payment details.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","note":"Message the host first; Vrbo expects you to ask the host for a refund before asking Vrbo.","channel":{"id":"customer-support-phone","type":"phone","label":"Vrbo traveler customer support (US, English and Spanish)","value":"+1-877-202-4291","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"notes":"From outside the US the help center lists +1-512-782-0805.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-page","type":"portal","label":"Vrbo customer service (chat; routes you to the right agent and number)","value":"https://www.vrbo.com/lp/b/getintouch","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Notice of Dispute, 60 days, then individual AAA arbitration.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (certified mail, before arbitration)","value":"Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA, 98119","notes":"Shown in a version of the guest Terms of Service and in the host terms; check the current terms before sending.","source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"}}],"known_blockers":["vrbo.com returns HTTP 429 to automated fetches.","Vrbo expects guests to ask the host for a refund before asking Vrbo."],"security":{"official_domains":["vrbo.com"],"never_asks":[{"kind":"policy","claim":"Vrbo says it will never ask you to make a payment outside of its secure system.","source":"https://help.vrbo.com/articles/What-Smishing-and-Vishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Vrbo says some scammers send fake emails that imitate its platform brands to get travelers to pay for a rental outside the secure payment system.","source":"https://help.vrbo.com/articles/What-Smishing-and-Vishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Vrbo and Airbnb who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.867,"sources":{"primary":13,"reference":2},"verified_from":{"page":15},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 87% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Vrbo is Expedia Group's vacation rental platform; each stay is with an independent host. The Book with Confidence Guarantee is now called VrboCare in Vrbo's terms. Vrbo warns that fake Vrbo phone numbers circulate in search ads. Values come from vrbo.com pages as shown in official-domain search results; vrbo.com returned HTTP 429 to direct fetches.","warnings":[]},"refund_request":{"company":{"id":"vrbo","name":"Vrbo","sector":"lodging","website":"https://www.vrbo.com","account_url":"https://www.vrbo.com/lp/b/getintouch"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Each listing has a cancellation policy; cancel before 11:59 p.m. property time on the last day of the refund window.","evidence":["reservation ID","the listing's cancellation policy","cancellation confirmation"],"steps":[{"do":"Check the listing's cancellation policy on the property page or the reservation."},{"do":"Cancel before 11:59 p.m. in the property's time zone on the last day of the window."},{"do":"If the refund owed is not paid, contact Vrbo support, then dispute the charge with your card issuer.","channel":{"id":"customer-support-phone","type":"phone","label":"Vrbo traveler customer support (US, English and Spanish)","value":"+1-877-202-4291","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"notes":"From outside the US the help center lists +1-512-782-0805.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-support-phone","type":"phone","label":"Vrbo traveler customer support (US, English and Spanish)","value":"+1-877-202-4291","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"notes":"From outside the US the help center lists +1-512-782-0805.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"contact-page","type":"portal","label":"Vrbo customer service (chat; routes you to the right agent and number)","value":"https://www.vrbo.com/lp/b/getintouch","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"customer-support-mail","type":"mail","label":"Vrbo Customer Support mailing address (guest Terms of Service)","value":"Vrbo Customer Support, 11920 Alterra Pkwy, Austin, TX 78758","purposes":["refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (certified mail, before arbitration)","value":"Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA, 98119","notes":"Shown in a version of the guest Terms of Service and in the host terms; check the current terms before sending.","source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Vrbo cancellation policies: Relaxed - 100% refund 14 days before check-in, 50% at 7-14 days; Moderate - 100% at 30 days, 50% at 14-30 days; Firm - 100% at 60 days, 50% at 30-60 days; Strict - 100% at 60 days, no refund after; or No refund.","issues":["refund_request"],"source":"https://help.vrbo.com/articles/what-are-the-cancellation-policy-options","last_verified":"2026-10-12"},{"kind":"policy","claim":"Vrbo's Extenuating Circumstances Policy can let guests cancel and get a refund regardless of the listing's policy when a qualifying large-scale disruption applies.","issues":["refund_request"],"source":"https://www.vrbo.com/tlp/trust-and-safety/extenuating-circumstances-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. 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