Major Issues
The property's actual location is 5 km/3 miles further away than the location in the listing.
What is Incorrect Property Location
Missing items such as toilet paper, hand soap, dish soap, cleaning or disinfection products)
Cleanliness (minor)
Vrbo offers assistance finding alternative accommodation only. Vrbo does not cover any price difference between the original booking and the new booking.
Refinding
Match the time frame to the situation below:
5+ days before check-in
Within 24hours after initial message sent.
What year did Vrbo begin?
1995
Key amenities are present but unusable and under the partner's control and the partner is unable or unwilling to resolve in a reasonable time frame. For example:
Partner Controlled Key Amenities present but unusable
Construction nearby or next door, but not in actual unit
Nearby construction
Vrbo offers assistance finding alternative Vrbo vacation rental accommodation and covers the price difference between the original booking and the new booking, up to a maximum of 100% of the original booking.
Rebooking
Match the time frame to the situation below:
2 to 4 days before check - in
within 12 hours after initial message sent.
Vrbo is a global company with vacation rentals in how many countries?
190
Partner cancels original rental and offers traveler another property, but the new property is significantly inferior and lacks essential features.
Bait & Switch
Property guests or individuals hanging around the property using drugs
Property location
Vrbo provides accommodation in a hotel to stranded travelers for up to three nights, depending on length of stay. Vrbo offers lodging to travelers up to 48 hours prior to check-in if the partner is unresponsive or if already at the destination.
Lodging
Match the time frame to the situation below:
Day of check-in and during stay
within 1 hour in the time zone of the partner
When broad scale travel disruptions prevent or legally prohibit Vrbo travelers from completing their reservations, Vrbo may activate its _____________________________.
Extenuating Circumstances Policy
Partner requests an additional payment that was not previously mentioned in the check-out flow or elsewhere before booking.
Additional charge after booking - not stated in check-out
Communal bathrooms are considered a shared space unless it is typical for the property type. For example, New York City micro studios.
Partner/staff living on property - no shared space
Vrbo offers limited financial concessions to cover issues that occur at the property during the traveler’s stay (this coverage doesn't apply to pre- and post-stay complaints).
Financial concessions
Term Matching : Refers to when and how guests receive property access details
Check-in Instructions
You can send a message to a _______ through our secure messaging platform. Keeping all your communications and bookings on our site helps protect you from phishing and other fraud.
Host
Major parts/features of the property as advertised are missing. For example:
Extreme Misrepresentation
A property feature or element that creates a safe environment such as exterior lighting and deadbolt locks
General safety features
Vrbo may cover certain types of traveler losses through the claims process. This includes situations where the traveler submits a reimbursement request—for example, if an Eligible Traveler found and paid for alternative accommodations on their own (self-lodging or self-rebooking).
Reimbursement claim
Term Matching: Refers to the actual access information, such as keyless entry codes or address for key pick up
Property access details
Vrbo offers a payment protection guarantee and access to rebooking specialists if something goes wrong.
BWC