Vrbo traveler support

Support documentation for partners offering Vrbo properties.

Note:

• Vrbo bookings are subject to Vrbo terms and conditions, with different policies to standard lodging inventory for relocations, escalations, credits, payment schedules, service fees, and more.
• In some countries, Vrbo operates with a different brand (refer to the Vrbo brand mapping section in the launch requirements), as such Vrbo.com referenced in this guide means both Vrbo.com and the local equivalent sites).

Vrbo agent support on Rapid is provided by specialist Vrbo agent teams, calls to your A2A (agent-to-agent) support will be transferred to the Vrbo agent team for handling. Vrbo support is available in 8 languages (Dutch, English, French, German, Italian, Japanese, Portuguese, and Spanish).

Affiliate Voyager will display bookings with essential stay content, you can cancel a Vrbo booking through Affiliate Voyager but no other servicing features will be available for Vrbo bookings.

Travelers can self-service some support queries and communicate with the host via Vrbo.com

• Vrbo.com facilitates communications directly between your traveler and the host which is the preferred path to address questions about the property and time-sensitive requests (e.g. traveler needing access to the property).
• If needed, self-service for the following is available via Vrbo.com (registration required):
• View booking details.
• View payment schedule (CDS support model only), payments received, payments pending, payments due, or refund status.
• Communication with the host.
• Download an invoice for the booking and/or service fee.
• Booking cancellation.
• View Welcome Guide details, property location, and host information.
• Should extra support be required, your agents can call your dedicated toll-free number for A2A Support who will transfer you to Vrbo specialist agent support.

Support – Agent-to-Agent (A2A) Model

Accessing Vrbo agent support

When requesting agent support:

• Travelers should first contact the host directly via Vrbo.com or using the information provided in the email communications they have received.
• Vrbo agent support should be contacted immediately via A2A support when an issue arises or if the host is unresponsive.
• If the traveler is onsite and unable to access the property or the property is not as described/or there is a complaint about the state of the property, the traveler should resolve with the host first before contacting agent support.
• Travelers should not re-book themselves or wait until post-stay to raise concerns. Vrbo agent support can address the issue while the traveler is onsite.
• You should always require travelers to contact your own support agents, who will then contact A2A support who will transfer your agent to the Vrbo agent support. Please have the booking email address or Vrbo booking reference available to support the phone transfer. Note: To locate in Affiliate Voyager, the Vrbo booking reference is the 'hotel confirmation ID' on the booking displays.
• Vrbo is unable to support email requests for agent support. All support requests should be initiated via phone with A2A support.
• Vrbo support agents are not always able to immediately resolve the traveler’s issue. Resolution can require communication with the host, who may not be available in real time. Vrbo will create a ticket and follow up with the host offline.

Note: Issues where the property is not as described by the Rapid API should be escalated to the Expedia Group account manager.

Support – Customer Direct Support (CDS) Model

Accessing Vrbo agent support

When requesting agent support:

• Travelers should first contact the host directly via Vrbo.com or using the information provided in the email communications they have received.
• Travelers should be instructed to immediately contact CDS support who will then transfer them to a Vrbo agent support when an issue arises or if the host is unresponsive.
• If the traveler is onsite and unable to access the property or the property is not as described or they have a complaint about the state of the property, the traveler should resolve with the host first before contacting agent support.
• Travelers should not re-book themselves or wait until post-stay to raise concerns. Vrbo agent support can address the issue while the traveler is onsite.
• You should always instruct travelers to contact CDS support who will transfer them to Vrbo agent support.
• Vrbo is unable to support email requests for agent support. All support requests should be initiated via phone with CDS support.
• Vrbo support agents are not always able to immediately resolve the traveler’s issue. Resolution can require communication with the host, who may not be available in real time. Vrbo will create a ticket and follow up with the host offline.

Supporting traveler and host communications

You must allow communication between the traveler and the host so ensure the following:

• The traveler can ask, and get answers to, questions about the property and destination, in real-time vs. agent support which can take longer.
• The facilitation of a seamless entry into the property.
• The sharing of important details on the amenities.
• Requests to change or cancel a booking can be completed.
• The host can share additional information as required.

Traveler/host communication options

Travelers and host can connect in multiple ways:

• Host may include information about arrival and include their contact information (phone number or email) in the host welcome pack sent to the traveler.
• Host may send an email directly to the traveler. The traveler email contact address is required to be passed on bookings to help facilitate these communications.
• Travelers may reach out to host on Vrbo.com.

Note: A2A or CDS support will not have visibility on the host and traveler communications via Vrbo.com. Vrbo agents have visibility on these communications.

• Best practice is that all communications are self-served via Vrbo.com by the traveler to the host directly.
• The Vrbo agent will intervene after the traveler has attempted resolve directly with the host first.

Managing refunds

• Vrbo refunds may take longer to process as property hosts are responsible for initiating a booking status change and refund in many cases.
• Travelers should be clearly informed that service fees are only refundable when the entire booking is 100% refundable. Once the booking enters a partially refundable or fully non-refundable state, the service fee is no longer refundable.
• If the traveler negotiates with the property to refund a non-refundable booking, the service fee is also refunded. If it is not received, Vrbo support can provide guidance to the host on how to refund the service fee.

Refunds for booking cancellations are initiated via Affiliate Voyager as part of the Cancel API or as a request to the property to cancel and refund a booking. If a refund is not received, Vrbo support can help to prompt the host to complete the refund process. Refunds for damage deposits are typically automatically processed within 12 days of departure. The amount of the refund will reflect any damage communicated by the host to the traveler.

Vrbo cancellation policies

Travelers can cancel their booking through Vrbo.com. They will automatically receive a refund based on the cancellation policy in the rules and policies section of the booking.

Vrbo cancellation policy types

No refund: No refund is offered for any reason or timeframe.

Strict: Bookings cancelled at least 60 days before the start of the stay will receive a full refund.

Firm: Bookings cancelled at least 60 days before the start of the stay will receive a full refund. Bookings cancelled at least 30 days before the start of the stay will receive a 50% refund.

Moderate: Bookings cancelled at least 30 days before the start of the stay will receive a full refund. Bookings cancelled at least 14 days before the start of the stay will receive a 50% refund.

Relaxed: Bookings cancelled at least 14 days before the start of the stay will receive a full refund. Bookings cancelled at least 7 days before the start of the stay will receive a 50% refund.

Service fee refunds

• The service fee is a percentage of the total amount of the booking, excluding taxes and refundable fees paid by the traveler.
• The service fee amount varies. Generally, the higher the booking amount, the lower the service fee percentage. A value-added tax is charged on top of the service fee, if required by local regulations.
• If the traveler is within the window to receive a 100% refund window and you’ve refunded the full amount, we'll return the service fee.
• If there’s a partial refund, service fees would remain as charged.

Additional payment requests

The host may send an additional payment request for goods or services like air-conditioning, towels, pet fee, etc. The traveler will be required to settle such payments on Vrbo.com using their own credit card.

Bookings charged in different currencies

• If a booking was charged in a different currency, the payment and refund totals might vary based on currency exchange rates and bank-issued exchange fees.

How to check refund status

These are the steps the traveler will need to follow to check the refund status:

• Sign into Vrbo.com.
• Select the account name and choose My Trips.
• Select the booking.
• From the Details page, select Get Refund Status.
• A Vrbo chat window will open with the refund information.

Note: This feature is only available for any refund that has a non-zero amount.

Vrbo book with confidence (BWC) guarantee

Vrbo's book with confidence guarantee applies to your bookings made via the Rapid API. Please see here for more details. The book with confidence guarantee is a back-up, Vrbo support will make every effort to resolve the issue with the host first.

The BWC guarantee protects travelers who book Vrbo inventory and protects the traveler if their booking is wrongfully canceled or their stay is unsatisfactory.

A BWC-eligible stranded traveler is defined as:

• Booked and paid for Vrbo inventory.
• In transit to, or already at, the property.
• Unable to access the property at or after check-in time on the day of scheduled check-in.
• Not in violation of the rental agreement or house rules.

BWC guarantee exclusions include but are not limited to:

• Bookings cancelled at the traveler's request (regardless of reason).
• Bookings cancelled due to natural disasters, pandemics, or other unforeseeable events.
• Damage caused by the travelers in the group.
• Traveler is in violation of the rental agreement or house rules.
• Cancellation happened more than 30 days before check-in.
• 1-night stay (restricted for booking in Rapid API).
• Bookings with 72 hours book-to-stay window (restricted for booking in Rapid API).

Hyperwallet

Refunds may be processed using the payment provider Hyperwallet. When the Vrbo agent processes the refund payment on the Hyperwallet website your agent support (A2A)/the traveler (CDS) will receive an email with instructions on claiming the refund.

• There are three separate emails from Hyperwallet to complete the payment process.
• The first email will contain information on your preferred payment method and how to track your payment.
• The second email will ask you to claim your payment to complete the refund process. By following the link in that email, you will be able to claim these funds via bank transfer or PayPal/Venmo.
• Once the process is complete, you will receive a third confirmation email.
• Depending on the payment method used, funds should appear in the provided account within 5 business days. Your agent support (A2A)/the traveler (CDS) should check their spam inbox if unable to locate these emails.

Relocations

Relocations for Vrbo bookings require Vrbo support to verify eligibility. Relocations may occur in the following circumstances:

• Property does not exist.
• Property is not as described.
• Property cannot locate booking.
• Property is double-booked.

Subject to terms and conditions, Vrbo will offer your agent support a budget to look for an alternative for the traveler (A2A) or work with the traveler directly to attempt to find a similar accommodation (CDS) within 30 days of the check-in date but in the case of same-day relocations they will often look for a hotel, or combination of hotel and vacation rental for longer stays. Outside of 30 days from the check-in date, a full refund will be offered.

Host cancellations and other unacceptable behaviour

Every Vrbo property is unique, as are their owners and management. As a result, Vrbo hosts have more flexibility to cancel bookings. However, excessive cancellations will incur penalties with Vrbo for the host.

Host cancellations may arise from the following:

• Host receives multiple bookings on the same day before they have updated their calendar.
• Host has a booking request on another platform.
• Host has identified a third party involved in the transaction and refuses the booking.

Hosts may also attempt to abuse the Vrbo platform. Please ensure any such issue is reported to Vrbo so the behaviour is noted and addressed by the Vrbo supply team:

• Host cancels at the last minute.
• Host asks the traveler to take the booking offline for a better price.
• Host offers the traveler a discount to book directly next time.
• Host asks for additional fees, or a higher rate than originally booked.