When to contact the host vs Vrbo
- Host: house rules, check-in logistics, amenities, minor issues during stay.
- Vrbo: payment problems, suspected fraud, cancellations per policy, significant misrepresentation, post-stay disputes.
Information to prepare
- Booking reference, listing URL/ID, dates and party size.
- Screenshots/photos and a short timeline (what happened, when, who responded).
- Desired outcome (refund, re-accommodation, fix on site).
Best channels (UK)
- In-app messaging: keep a clean paper trail; summarise any calls in the chat.
- Phone: use for day-of-arrival/urgent access issues; follow with a written summary.
Escalation tips
- Be concise and factual; bullet the steps you’ve taken.
- Ask which policy section applies to your case; request a link.
- Upload photos/videos; keep all communication on Vrbo.
- Stay polite but firm; propose a reasonable resolution window.
Prevent issues before they start
- Confirm parking, heating/hot tub rules, accessibility and Wi-Fi speed before paying.
- Read house rules entirely; older UK properties can have unique constraints.
- Keep payments inside Vrbo; report off-platform requests.
Safety: never transfer money to private accounts. If someone asks, report in the message thread and contact Vrbo.