Short-Term & Vacation Rental Discussions

User Stats

4
Posts
2
Votes

VRBO traveler first chargeback we won then second chargeback LOST

Posted Jul 11 2022, 11:11

Group of 5 rented for 5 days. Arrived no complaints. We have a non-refundable policy if guests cancel reservation at any time after it is accepted. Next morning, they packed up the luggage and left the property without a call or text message. Later, they sent us an email through VRBO site and demanded for a refund and made up a list of items full of false information. We have 100 reviews with 5/5 stars guest review on VRBO. 

We did not refund as they broke our agreement. They wrote a 1/5 reviews full of lies and VRBO verified and rejected the review. They disputed all payments ($4,500) chargeback through credit card. We spent a lot of time gathering pictures, facts, and support documents to VRBO for the chargeback. We won the first chargeback. A month later, they disputed a second chargeback, and the outcome of all the monies went to the traveler. 

We contacted VRBO and they could do nothing but advised that we communicate with the traveler to work out some agreement. !! BE REAL VRBO !! We think VRBO did not care much effort for second chargeback it wasn't worth of their time. FYI, VRBO has profited over $20,000 a year in service fee from our listing through booking.

Any advice or action you have experienced, please share we are much appreciated.

Honolulu, Hawaii

User Stats

122
Posts
148
Votes
Trish Mccoy
  • Real Estate Agent
  • Grass Valley, CA
148
Votes |
122
Posts
Trish Mccoy
  • Real Estate Agent
  • Grass Valley, CA
Replied Jul 11 2022, 11:33

Go as high up in VRBO as you can- start with President - start tweeting - FB - Call Corp etc... 

User Stats

8,400
Posts
9,430
Votes
John Underwood#4 All Forums Contributor
  • Investor
  • Greer, SC
9,430
Votes |
8,400
Posts
John Underwood#4 All Forums Contributor
  • Investor
  • Greer, SC
Replied Jul 11 2022, 11:58

That sux for sure. Not sure if there is much you can do other than consult an attorney. You may spend more in attorney fees even if you could win in court.

User Stats

433
Posts
511
Votes
Mark Miles
  • Rental Property Investor
  • Philadelphia, PA
511
Votes |
433
Posts
Mark Miles
  • Rental Property Investor
  • Philadelphia, PA
Replied Jul 11 2022, 12:20
Quote from @Joseph Lo:

Group of 5 rented for 5 days. Arrived no complaints. We have a non-refundable policy if guests cancel reservation at any time after it is accepted. Next morning, they packed up the luggage and left the property without a call or text message. Later, they sent us an email through VRBO site and demanded for a refund and made up a list of items full of false information. We have 100 reviews with 5/5 stars guest review on VRBO. 

We did not refund as they broke our agreement. They wrote a 1/5 reviews full of lies and VRBO verified and rejected the review. They disputed all payments ($4,500) chargeback through credit card. We spent a lot of time gathering pictures, facts, and support documents to VRBO for the chargeback. We won the first chargeback. A month later, they disputed a second chargeback, and the outcome of all the monies went to the traveler. 

We contacted VRBO and they could do nothing but advised that we communicate with the traveler to work out some agreement. !! BE REAL VRBO !! We think VRBO did not care much effort for second chargeback it wasn't worth of their time. FYI, VRBO has profited over $20,000 a year in service fee from our listing through booking.

Any advice or action you have experienced, please share we are much appreciated.

 This ONLY happens on vrbo, not airbnb. I had the exact same thing happen a few years ago on Vrbo, cost me a ton of money. I closed my Vrbo account and I have been only on Airbnb for the last few years with all of my properties. And it has been great. Airbnb isn’t perfect but they’re a lot better than Vrbo and I’ve never had to deal with worrying about guest chargebacks again.

Vrbo is basically blockbuster video while airbnb is netflix. Vrbo is myspace while airbnb is facebook / instagram. Vrbo came first, they’re awful in many many ways (archaic payment systems, archaic photo upload procedures, and a million other archaic things). Just stick with airbnb

User Stats

4
Posts
2
Votes
Replied Jul 11 2022, 12:39

I thought it was the other way round. I trusted VRBO since 2006 and never had a problem until now with two cases. I will study more with Airbnb. Thanks for the tips. 

User Stats

4
Posts
2
Votes
Replied Jul 11 2022, 13:35
Quote from @Trish Mccoy:

Go as high up in VRBO as you can- start with President - start tweeting - FB - Call Corp etc... 


 Don't sell me any crap. Looking for a solution and advice only. If you have nothing to say just advertising, keep it to yourself!!

User Stats

4
Posts
2
Votes
Replied Jul 11 2022, 13:37
Quote from @John Underwood:

That sux for sure. Not sure if there is much you can do other than consult an attorney. You may spend more in attorney fees even if you could win in court.


 Thanks, that is what I thought. Will leant from one experience. 'Fool me once, shame on you!"

User Stats

122
Posts
148
Votes
Trish Mccoy
  • Real Estate Agent
  • Grass Valley, CA
148
Votes |
122
Posts
Trish Mccoy
  • Real Estate Agent
  • Grass Valley, CA
Replied Jul 11 2022, 13:56
Quote from @Joseph Lo:
Quote from @Trish Mccoy:

Go as high up in VRBO as you can- start with President - start tweeting - FB - Call Corp etc... 


 Don't sell me any crap. Looking for a solution and advice only. If you have nothing to say just advertising, keep it to yourself!!

Excuse me?  I'm hardly advertising.  If you don't like my advise that's fine.  Perhaps they ruled toward your tenant because you're such a jerk.   

User Stats

408
Posts
409
Votes
Dave Stokley
  • Rental Property Investor
  • Cleveland, OH
409
Votes |
408
Posts
Dave Stokley
  • Rental Property Investor
  • Cleveland, OH
Replied Jul 11 2022, 14:33
Quote from @Joseph Lo:
Quote from @Trish Mccoy:

Go as high up in VRBO as you can- start with President - start tweeting - FB - Call Corp etc... 


 Don't sell me any crap. Looking for a solution and advice only. If you have nothing to say just advertising, keep it to yourself!!

What are you talking about dude?

User Stats

6,222
Posts
6,514
Votes
Bruce Woodruff#3 All Forums Contributor
  • Contractor
  • Arizona
6,514
Votes |
6,222
Posts
Bruce Woodruff#3 All Forums Contributor
  • Contractor
  • Arizona
Replied Jul 11 2022, 14:37
Quote from @Joseph Lo:
Quote from @Trish Mccoy:

Go as high up in VRBO as you can- start with President - start tweeting - FB - Call Corp etc... 


 Don't sell me any crap. Looking for a solution and advice only. If you have nothing to say just advertising, keep it to yourself!!


 What...?

User Stats

1,045
Posts
1,291
Votes
Collin H.#4 Short-Term & Vacation Rental Discussions Contributor
  • Property Manager
  • Gatlinburg, TN
1,291
Votes |
1,045
Posts
Collin H.#4 Short-Term & Vacation Rental Discussions Contributor
  • Property Manager
  • Gatlinburg, TN
Replied Jul 11 2022, 18:13

There is a fundamental disconnect here of understanding the roles of the parties.  Airbnb, VRBO, Expedia, etc., are simply booking platforms.  They are not guarantors of payment.  Chargebacks just happen, and will happen no more or less based on what booking platform you utilize.  The financial transaction is ultimately between you and the guest.  

We fight chargebacks all of the time.  If we lose one and we feel that the facts are on our side, we file a lawsuit in small claims court and proceed from there.  Many times, the defendant won't even answer the suit and we obtain a default judgement.  Very rarely does a case go to court, as the defendant isn't going to travel to that state to fight you, especially if facts are not on their side.  I recommend the same for you.  If the facts are on your side, file a suit in small claims court in the county where the property is located.  It isn't that big of a deal.  Calling the CEO of VRBO and being a keystroke warrior is wasted energy.  Looking to VRBO to somehow indemnify you is barking up the wrong tree.  

Work smart. 

User Stats

166
Posts
171
Votes
Scott K.
171
Votes |
166
Posts
Replied Jul 12 2022, 04:45

Same thing happened to me - VRBO states they will 'not' fight a chargeback a 2nd time. So all a customer has to do is issue a chargeback, wait to be rejected, then issue a 2nd, and they will win by default. Frustrating $3000 lesson to learn, but VRBO is garbage. I'm also frustrated at their lack of damage deposit above and beyond what you ask for the customer. If you ask for $500 and your customer destroys your place for $5,000 and uses a fake ID? You're out of luck. Airbnb will at least cover that $5,000 no matter what or who did it.

User Stats

2,799
Posts
1,951
Votes
Michael Baum#2 Short-Term & Vacation Rental Discussions Contributor
  • Olympia, WA
1,951
Votes |
2,799
Posts
Michael Baum#2 Short-Term & Vacation Rental Discussions Contributor
  • Olympia, WA
Replied Jul 12 2022, 14:37

@Joseph Lo, don't get all upset over good advice. @Trish Mccoy gave you some options to get a resolution. No one is selling you anything.

Maybe you need to look at yourself while you work on this. Maybe the hospitality marketplace isn't for you.

User Stats

151
Posts
30
Votes
Catherine Coy
  • Lender
  • Huntington Beach, CA
30
Votes |
151
Posts
Catherine Coy
  • Lender
  • Huntington Beach, CA
Replied Jul 12 2022, 15:26
Quote from @Joseph Lo:
Quote from @Trish Mccoy:

Go as high up in VRBO as you can- start with President - start tweeting - FB - Call Corp etc... 


 Don't sell me any crap. Looking for a solution and advice only. If you have nothing to say just advertising, keep it to yourself!!


I did not perceive that Trish McCoy was trying to sell you anything.  She was giving advice like anyone else.  You owe her an apology, in my opinion.