Trust & Safety

Vrbo is a global community built on trust and inclusion. We're dedicated to providing a safe and secure marketplace for guests, owners and property managers. We are here to support you 24/7, whenever you have questions or require assistance.

Trust

Book with Confidence

Our Book with Confidence Guarantee™ (see T&C for full details, including the timeframe within which you must notify us) offers significant advantages when you book your stay directly through Vrbo, including security deposit and comprehensive payment protection as well as emergency rebooking assistance.

Reviews

Vrbo has more than 7 million reviews from guests like you that help match you with the perfect home for your requirements. After your stay, both you and the host will receive emails reminding you to review your experiences. Neither party will be able to see each other’s ratings until both have submitted their reviews.

Reporting Owner Misconduct

If host has acted inappropriately or caused you to feel unsafe, Vrbo will assist you with rebooking support and will investigate your case to determine if our policies have been violated. Contact us if you need assistance or wish to make a complaint. In case of emergency, contact the appropriate authorities immediately.

Security

Privacy

We adhere to rigorous security and privacy standards, backed by best-in-class technology that helps prevent fraud and harassment. Hosts and guests can carry out transactions securely in the Vrbo marketplace, thanks to the Vrbo systems and infrastructure that meet rigorous security standards to be PCI-DSS compliant. The disclosure of any monitoring devices at a home is required.

Payment Protection

Vrbo's Book with Confidence Guarantee™ (see T&C for full details, including the timeframe within which you must notify us) protects your payment and security deposit 100%, and the majority of our listings are eligible for this coverage when you book your stay through Vrbo's online checkout. Hosts and guests can carry out transactions securely in our marketplace, thanks to the Vrbo systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant.

Secure Communication

Always communicate with the owner through Vrbo's secure, private messaging platform, which protects you from phishing and identity theft. You should never be asked to wire funds or send money directly to the hosts outside of Vrbo's booking and messaging channels.

Support

Customer Support and Help Portal

The Vrbo Customer Support is available 24 hours a day, seven days a week via online chat and telephone. For assistance please visit our Help Portal.

Traveling Responsibly

We advise guests to comply with local laws and regulations and to be considerate of local residents and the neighbourhood in which they are staying. Our community is built on respect and inclusion and we expect all our members to behave in a neighbourly way towards each other.

Disaster Support

Our customer support team will help you to rebook during your stay if your trip is impacted by a natural disaster. For assistance, please visit our Help Portal.

Safety

Home Safety Preparedness

We encourage all guests to complete a safety walkthrough immediately upon arrival at a home. This includes locating emergency equipment such as fire extinguishers or first-aid kits, and reading all safety information provided by your host. If you have any questions about safety issues in your home, don't hesitate to ask the host directly. In the case of an emergency, contact the appropriate authorities immediately.

Authenticity

We use technology to detect fraudulent activity by verifying user accounts, giving you confidence in the authenticity of host identities. We also conduct certain background screenings where we are able to do so. Although we take steps to confirm the identities of our community members, we advise guests to always read the host profiles and reviews thoroughly.

Property Cleanliness

We've partnered with travel industry and medical experts to develop enhanced cleanliness guidelines for hosts to help keep you and your family safe when you’re ready to travel again. You can find information about cleaning practices on the property listing page. We also encourage you to reach out to hosts to understand their cleaning and disinfection process. Please also follow your local health regulations while traveling.

Inclusion

Accessibility

We want all guests to find the perfect place to stay, and we encourage you to communicate with homeowners about your individual accessibility needs, including requesting clarification about any home accessibility features you may require.

Nondiscrimination

A place for everyone leaves no room for hate. If you mistreat people, there's no space for you on Vrbo. Everyone deserves to be where kindness rules. We expect all members of our community to demonstrate respect and tolerance in all interactions with each other—both online and off-line—and we reserve the right to remove anyone from our marketplace who fails to abide by these principles.