Has anyone else noticed the host responses on reviews on VRBO are left out now?
Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 17k+ votes
Skyline Properties
Has anyone else noticed the host responses on reviews on VRBO are left out now?
Most Popular Reply
Yes I saw this about a year ago. I talked to my account rep about it shortly after I learned that. She proceeded to tell me that our response can be seen by the potential guest when looking at reviews - however the only way for it to show up is if the potential guests clicks on some round-about way to get there. After she walked us through how to see it as a guest I told her this is useless because it is basically hidden and not obvious for the viewer.
I used to love VRBO but as time passes I am starting to dislike VRBO more than I dislike Airbnb.
24 Replies
- 1yJohn UnderwoodPro MemberInvestor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
Quote from @JD Martin:
Occasionally I'll use a browser or something I'm not logged into to check my VRBO page just to make sure everything looks right and is working properly. Today I noticed that they're using AI to sum up the reviews, but even if you click "see all reviews" you can see the guest comments but not the owner comments. Has anyone else noticed that? I don't particularly care right now - all of my responses are essentially "thanks for the kind words it was great having you as a guest" or similar, but on the day when you get an unreasonable review and you want to respond it seems like no one will be able to see it.
Someone else had mentioned it, but I haven't looked.
I'm good with it. I don't have to do replies now which are much as you described!
- Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 17k+ votes1y
Quote from @John Underwood:
Quote from @JD Martin:
Occasionally I'll use a browser or something I'm not logged into to check my VRBO page just to make sure everything looks right and is working properly. Today I noticed that they're using AI to sum up the reviews, but even if you click "see all reviews" you can see the guest comments but not the owner comments. Has anyone else noticed that? I don't particularly care right now - all of my responses are essentially "thanks for the kind words it was great having you as a guest" or similar, but on the day when you get an unreasonable review and you want to respond it seems like no one will be able to see it.
Someone else had mentioned it, but I haven't looked.
I'm good with it. I don't have to do replies now which are much as you described!
Me too, more or less, but I had an unreasonable review that I responded to that guests who are reading reviews won't be able to see.
Skyline Properties - 1yJohn UnderwoodPro MemberInvestor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
Quote from @JD Martin:
Quote from @John Underwood:
Quote from @JD Martin:
Occasionally I'll use a browser or something I'm not logged into to check my VRBO page just to make sure everything looks right and is working properly. Today I noticed that they're using AI to sum up the reviews, but even if you click "see all reviews" you can see the guest comments but not the owner comments. Has anyone else noticed that? I don't particularly care right now - all of my responses are essentially "thanks for the kind words it was great having you as a guest" or similar, but on the day when you get an unreasonable review and you want to respond it seems like no one will be able to see it.
Someone else had mentioned it, but I haven't looked.
I'm good with it. I don't have to do replies now which are much as you described!
Me too, more or less, but I had an unreasonable review that I responded to that guests who are reading reviews won't be able to see.
I wonder if this is a temporary thing during growing pains? I would think so.
- Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 17k+ votes1y
Quote from @John Underwood:
Quote from @JD Martin:
Quote from @John Underwood:
Quote from @JD Martin:
Occasionally I'll use a browser or something I'm not logged into to check my VRBO page just to make sure everything looks right and is working properly. Today I noticed that they're using AI to sum up the reviews, but even if you click "see all reviews" you can see the guest comments but not the owner comments. Has anyone else noticed that? I don't particularly care right now - all of my responses are essentially "thanks for the kind words it was great having you as a guest" or similar, but on the day when you get an unreasonable review and you want to respond it seems like no one will be able to see it.
Someone else had mentioned it, but I haven't looked.
I'm good with it. I don't have to do replies now which are much as you described!
Me too, more or less, but I had an unreasonable review that I responded to that guests who are reading reviews won't be able to see.
I wonder if this is a temporary thing during growing pains? I would think so.
I don't think so, but I hope I'm wrong. You can still post a response in the owner dashboard area, it just doesn't show up in the review synopsis. But VRBO's website is always screwed up in one fashion or another. From the phone you can't access the reservation area from the inbox correctly, from a browser tab; it always leaves the reservation details blank. The app is worse than using a browser tab.
Skyline Properties - Member since 2018 · 88 posts · 55 votes1y
Quote from @JD Martin:
Quote from @John Underwood:
Quote from @JD Martin:
Quote from @John Underwood:
Quote from @JD Martin:
Occasionally I'll use a browser or something I'm not logged into to check my VRBO page just to make sure everything looks right and is working properly. Today I noticed that they're using AI to sum up the reviews, but even if you click "see all reviews" you can see the guest comments but not the owner comments. Has anyone else noticed that? I don't particularly care right now - all of my responses are essentially "thanks for the kind words it was great having you as a guest" or similar, but on the day when you get an unreasonable review and you want to respond it seems like no one will be able to see it.
Someone else had mentioned it, but I haven't looked.
I'm good with it. I don't have to do replies now which are much as you described!
Me too, more or less, but I had an unreasonable review that I responded to that guests who are reading reviews won't be able to see.
I wonder if this is a temporary thing during growing pains? I would think so.
I don't think so, but I hope I'm wrong. You can still post a response in the owner dashboard area, it just doesn't show up in the review synopsis. But VRBO's website is always screwed up in one fashion or another. From the phone you can't access the reservation area from the inbox correctly, from a browser tab; it always leaves the reservation details blank. The app is worse than using a browser tab.
I reached out to VRBO about this, since as you mentioned, its still possible to leave a response, and that response is visible on the back end, just not the front end. They confirmed with me that its a "known issue" that they are working on and that I will receive an email follow up when my responses are showing up again. They could not provide a time frame for when this would be. My strong gut feeling is that this is a typical VRBO glitch. I don't think they would let you post a response and then intentionally not show it, that seems ridiculous. And pretty much every website (Google, Amazon, Airbnb, etc etc ) allows an owner/company to respond to reviews
- 1yCollin HaysBusiness MemberProperty Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
We try to respond to reviews, but it is interesting that VRBO isn't showing these. Wonder what the reason might be?
- Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 17k+ votes1y
Quote from @Collin Hays:
We try to respond to reviews, but it is interesting that VRBO isn't showing these. Wonder what the reason might be?
Just another dig at the host by VRBO to push the needle further towards guests. It's going to put pressure on the hosts to bend over backwards to accommodate any ridiculousness by guests to try to avoid any kind of negative review, since you won't have any chance to offer a response or rebuttal. I got someone who complained about an insect getting in the pool, despite the fact they never swam or sat outside their entire visit; they had messaged me after they left about it and I suspect they were angling to try to get some money out of me, and when I failed to give them any they left me a poor review with that complaint.
Skyline Properties - 1yRichard Helppie-SchmiederPro MemberFlipper/Rehabber · DFW · Member since 2020 · 374 posts · 208 votes
Quote from @JD Martin:
Quote from @Collin Hays:
We try to respond to reviews, but it is interesting that VRBO isn't showing these. Wonder what the reason might be?
Just another dig at the host by VRBO to push the needle further towards guests. It's going to put pressure on the hosts to bend over backwards to accommodate any ridiculousness by guests to try to avoid any kind of negative review, since you won't have any chance to offer a response or rebuttal. I got someone who complained about an insect getting in the pool, despite the fact they never swam or sat outside their entire visit; they had messaged me after they left about it and I suspect they were angling to try to get some money out of me, and when I failed to give them any they left me a poor review with that complaint.
It seems like Airbnb and VRBO are going more guest centric each year. Not an official ad, but I would check out HostShare.com as it seems they are providing opportunities for us and more host-centric. The comment you said made me think of this company.
- 1yMike GrudzienPro MemberLender · Eugene, OR · Member since 2019 · 2k+ posts · 1k+ votes
Just wondering what's next....
- 1yAndrew SteffensBusiness MemberTampa, FL · Member since 2022 · 4k+ posts · 3k+ votes
This is unfortunate news.
Vacation Rentals of Florida53 Reviews Yes I saw this about a year ago. I talked to my account rep about it shortly after I learned that. She proceeded to tell me that our response can be seen by the potential guest when looking at reviews - however the only way for it to show up is if the potential guests clicks on some round-about way to get there. After she walked us through how to see it as a guest I told her this is useless because it is basically hidden and not obvious for the viewer.
I used to love VRBO but as time passes I am starting to dislike VRBO more than I dislike Airbnb.- Real Estate Agent · Washington, DC · Member since 2025 · 157 posts · 77 votes1y
I've had VRBO/AIRBNB hosts hold my security deposit until I wrote a review which I thought was weird.
- Rental Property Investor · Philadelphia, PA · Member since 2016 · 543 posts · 716 votes1y
Quote from @Brendan Mullenholz:
I've had VRBO/AIRBNB hosts hold my security deposit until I wrote a review which I thought was weird.
Lol brutal. Not exactly a way to get a 5-star review. And almost certainly a violation of terms which can get you kicked off the platform if reported 🤷‍♂️
- Real Estate Agent · Washington, DC · Member since 2025 · 157 posts · 77 votes1y
They were nice places and going to get 5 anyways but still haha
- Property Manager · Charleston, SC · Member since 2025 · 7 posts · 7 votes1y
I'm an active, ie, local and involved, owner of 2 STR houses @ Folly Bch, SC … Here's a direct quote from my property mgmt company's VRBO rep, today, in response to my request that they explain why no host responses are appearing on my listings for the entire history of reviews - that's several years!
“This is just temporary. We've had to hide them for a short while as our data and compliance teams work through some new regulations in certain markets.We expect review responses to be back up and visible in early August. In the meantime, please keep responding to reviews as usual (if possible). Your responses will show once we've got everything back online.”………
Really?!! So VRBO is fine with allowing guest reviews containing false statements to publicly linger on our listings while prohibiting the host's ability to clarify the truth and protect their business reputation. My properties had 2 recent reviews with blatantly false claims. One reviewer insisted that the toilets were “tiny,” when, in fact, they are standard toilets purchased from Lowe’s (American Standard) and one is even chair height. Another reviewer expressed disappointment that there was “no fry pan.” In fact, I store a minimum of 3 fry pans in the kitchen cabinet at all times - small, medium, and large. If she had looked in all the kitchen cabinets - a small kitchen, btw - she would’ve found them! It’s truly scary how this platform offers people the opportunity to spread falsehoods and broadcast their ignorance. Yes, people are entitled to their “opinions” but I have a problem with their lies!
- Boulder, CO · Member since 2023 · 179 posts · 102 votes1y
@Brendan Mullenholz If you feel up to it, I'd really like to see you start a new thread about this specific experience (deposit withheld until you provided a review). One, I'm unaware that this is happening (but most of my guests just pay the $59 on VRBO, for example, to cover their stay). Two, I didn't think this could be done on AirBnb. Three, it does seem against TOS so you never felt inclined to report it? I don't think I have any power to compel a guest to write a review beyond my request at the end of their stay that if they had a great stay...
And in practice, I've written reviews and the guest hasn't so nothing gets posted.
@JD Martin I've brought this up to VRBO as well but have been disheartened by how little they actually do whenever I've had technical issues. They're either aware of it (and nothing gets fixed) or they fix it (but don't make amends for the damage done). I'm ready for a host-led platform (beyond direct booking) that is more balanced and good for consumers to use as well (the needs do not have to be in competition) than the current players we have now- VRBO, AirBnb, etc.
- Real Estate Agent · Washington, DC · Member since 2025 · 157 posts · 77 votes1y
Quote from @Christina B.:
@Brendan Mullenholz If you feel up to it, I'd really like to see you start a new thread about this specific experience (deposit withheld until you provided a review). One, I'm unaware that this is happening (but most of my guests just pay the $59 on VRBO, for example, to cover their stay). Two, I didn't think this could be done on AirBnb. Three, it does seem against TOS so you never felt inclined to report it? I don't think I have any power to compel a guest to write a review beyond my request at the end of their stay that if they had a great stay...
And in practice, I've written reviews and the guest hasn't so nothing gets posted.
@JD Martin I've brought this up to VRBO as well but have been disheartened by how little they actually do whenever I've had technical issues. They're either aware of it (and nothing gets fixed) or they fix it (but don't make amends for the damage done). I'm ready for a host-led platform (beyond direct booking) that is more balanced and good for consumers to use as well (the needs do not have to be in competition) than the current players we have now- VRBO, AirBnb, etc.
This was years ago and only encountered it twice. It was a sort of a "you haven't sent a review in"; "you haven't sent my deposit back" situation and eventually I just left a review. It was a nice place and the family had a great time so a nice review was coming anyways.
- Member since 2023 · 88 posts · 62 votes1y
Finally got an answer today on the case I submitted via phone 17 days ago about the host reviews missing at VRBO.
“We are currently experiencing issues displaying responses due to system updates, but are working to resolve them as quickly as possible. We apologize for the inconvenience. Thank you for your understanding and patience.”
- Member since 2018 · 88 posts · 55 votes1y
Quote from @Monique P.:
Finally got an answer today on the case I submitted via phone 17 days ago about the host reviews missing at VRBO.
“We are currently experiencing issues displaying responses due to system updates, but are working to resolve them as quickly as possible. We apologize for the inconvenience. Thank you for your understanding and patience.”
That is a lot better than the response I got today! Here is what they sent me:
"I wanted to personally reach out regarding the visibility of (guests) review on your property page.
I understand how important guest feedback is to you and the impact it has on your property's reputation. I'm pleased to let you know that after thorough checking, (guests) review is now visible on the platform."
Uh hello?? Its my response to the review that is missing not the review! And it was always visible, and this particular review is having a bad impact on my reputation!!
Sometimes you really wonder what these folks are thinking...
- Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 17k+ votes1y
Quote from @Yitzchok Carmen:
Quote from @Monique P.:
Finally got an answer today on the case I submitted via phone 17 days ago about the host reviews missing at VRBO.
“We are currently experiencing issues displaying responses due to system updates, but are working to resolve them as quickly as possible. We apologize for the inconvenience. Thank you for your understanding and patience.”
That is a lot better than the response I got today! Here is what they sent me:
"I wanted to personally reach out regarding the visibility of (guests) review on your property page.
I understand how important guest feedback is to you and the impact it has on your property's reputation. I'm pleased to let you know that after thorough checking, (guests) review is now visible on the platform."
Uh hello?? Its my response to the review that is missing not the review! And it was always visible, and this particular review is having a bad impact on my reputation!!
Sometimes you really wonder what these folks are thinking...
Most of them English is not their first language, or at least not American English. So there is a lot lost in the translation. I dread when I need service assistance from Booking but the other two are almost as bad. VRBO in particular has really doubled down on the India/Philippines connections.
Skyline Properties
- Boulder, CO · Member since 2023 · 179 posts · 102 votes1y
Next time, I'll take a screenshot. But I find it interesting that VRBO has at least 3 different responses for why host responses are no longer being shown. I've received @Yitzchok Carmen 's response before and yes, eventually, my response posted. I've received @Monique P. 's response before as well. For the last 2 months though, what I see is something along the lines of VRBO has decided not to post host responses (for whatever reasons) and if that changes, they'll let us know. I don't know how they determine which listings get what and I also don't know if they're trying to test if listings market better without host responses or with. But I do know it's not good and it's not consistent. They also should really allow us to warn other hosts if guests are terrible beyond a rating system with no detail.
- Member since 2023 · 88 posts · 62 votes1y
Okay the saga continues. LOL. Did you guys also get this e-mail today from VRBO titled:
"Temporary Suppression of Host Review Responses"
Dear Partner,
To comply with applicable privacy laws, we're updating how your responses to traveler reviews will appear on Expedia Group platforms. Moving forward, host responses to reviews that contain traveler personal information—including first names, last names, or initials—will be hidden from view.
At Expedia Group, we take Privacy and Security very seriously. As such, we are improving our content moderation tools to ensure better detection and prevention of travelers’ personal information in reviews. The temporary changes are as follows:
- Since July 10, 2025, we started making updates to our moderation tools and processes to ensure that any partner response containing personal information about travelers are automatically rejected. As a result, your review responses submitted via the Vrbo dash will be temporarily hidden from traveler facing product details pages.
- You may continue to retrieve reviews, respond to them, and rate travelers as usual. However, your responses will not be visible to travelers on any Expedia Group platform during this period.
This temporary measure is necessary while we update our moderation tools and processes. We are working diligently to resolve the situation as a priority and will provide updates on restoring response visibility as soon as possible.
We also take this opportunity to kindly remind you that we are each responsible for protecting our travelers’ personal information and ensuring compliance with applicable privacy laws.
If you have any questions, please contact our support team. We appreciate your cooperation in this matter.
Best regards,
Expedia Group- Member since 2018 · 88 posts · 55 votes1y
Quote from @Monique P.:
Okay the saga continues. LOL. Did you guys also get this e-mail today from VRBO titled:
"Temporary Suppression of Host Review Responses"
Dear Partner,
To comply with applicable privacy laws, we're updating how your responses to traveler reviews will appear on Expedia Group platforms. Moving forward, host responses to reviews that contain traveler personal information—including first names, last names, or initials—will be hidden from view.
At Expedia Group, we take Privacy and Security very seriously. As such, we are improving our content moderation tools to ensure better detection and prevention of travelers’ personal information in reviews. The temporary changes are as follows:
- Since July 10, 2025, we started making updates to our moderation tools and processes to ensure that any partner response containing personal information about travelers are automatically rejected. As a result, your review responses submitted via the Vrbo dash will be temporarily hidden from traveler facing product details pages.
- You may continue to retrieve reviews, respond to them, and rate travelers as usual. However, your responses will not be visible to travelers on any Expedia Group platform during this period.
This temporary measure is necessary while we update our moderation tools and processes. We are working diligently to resolve the situation as a priority and will provide updates on restoring response visibility as soon as possible.
We also take this opportunity to kindly remind you that we are each responsible for protecting our travelers’ personal information and ensuring compliance with applicable privacy laws.
If you have any questions, please contact our support team. We appreciate your cooperation in this matter.
Best regards,
Expedia GroupIts even more ridiculous. Maybe VRBO doesnt realize that they already post the guests first name and initial of last name on the review itself?
Thats aside from the absurdity of acknowledging a change like this 6 weeks after it happened.
Some things are truly uniquely VRBO
- Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 17k+ votes1y
Quote from @Monique P.:
Okay the saga continues. LOL. Did you guys also get this e-mail today from VRBO titled:
"Temporary Suppression of Host Review Responses"
Dear Partner,
To comply with applicable privacy laws, we're updating how your responses to traveler reviews will appear on Expedia Group platforms. Moving forward, host responses to reviews that contain traveler personal information—including first names, last names, or initials—will be hidden from view.
At Expedia Group, we take Privacy and Security very seriously. As such, we are improving our content moderation tools to ensure better detection and prevention of travelers’ personal information in reviews. The temporary changes are as follows:
- Since July 10, 2025, we started making updates to our moderation tools and processes to ensure that any partner response containing personal information about travelers are automatically rejected. As a result, your review responses submitted via the Vrbo dash will be temporarily hidden from traveler facing product details pages.
- You may continue to retrieve reviews, respond to them, and rate travelers as usual. However, your responses will not be visible to travelers on any Expedia Group platform during this period.
This temporary measure is necessary while we update our moderation tools and processes. We are working diligently to resolve the situation as a priority and will provide updates on restoring response visibility as soon as possible.
We also take this opportunity to kindly remind you that we are each responsible for protecting our travelers’ personal information and ensuring compliance with applicable privacy laws.
If you have any questions, please contact our support team. We appreciate your cooperation in this matter.
Best regards,
Expedia GroupYup, got it today. Glad to know it wasn't just my imagination. One of the sorriest companies I have ever worked with, in any capacity. I am dying for someone to eat their lunch and get us a new platform from which to work, preferably one cheaper for the guest & the host and fairer to both sides instead of a middle man leach.
Skyline Properties
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