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VRBO Corporate Office Headquarters

  649 inquiries |
Vacation Rentals

1011 West Fifth Street, Suite 300
Austin, TX 78703
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(512) 493-0382

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Company Rating


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Customer Reviews

based on 1 review.

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Complaint Experience


Complaint Resolution Index (CRI)

28 complaints closed in last 3 years.

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Membership Information

This business is not a member of Business Consumer Alliance. This fact does not disparage the company in any way.

Recent Review

Posted on 6/19/2014

Horrible customer service - plan to wait forever on the phone

VRBO and Homeaway are owned by the same company and share the same customer service telephone system. I am a homeowner with a rental property and it is from this perspective that I write this review. First of all, if you need to contact customer service for anything, plan on a long, long wait on the telephone. It is like entering a black hole. You might need to call because your site needs renewal, or to problem solve their search engine (which does not use Key Words, despite its claim) or a variety of other unexpected reasons. When you do reach someone they are very nice and can be helpful, but should you need higher level support, you need to hope they call you back (usually they don't call back unless you send multiple e-mails, and even then it is questionable. If if they do, hope you are available, because the only way back to them is through the endless waiting on the phone line. They do not provide any direct way to reach the person who called you. They say, "feel free to call us back if your issue is not resolved. They really should be advertising that they guarantee a long wait for customer service no matter when you call, 24 hours per day. I actually switched to VRBO from Homeaway due to their terrible customer service (for two weels before my listing was scheduled to expire I had sent e-mails asking for assistance (they promise 24 hour turnaround - HA!. It was not until after the listing expired that I received a call. Only after I switched to VRBO did I realize that they used the same support phone line. So seller beware if you plan to use VRBO or Homeaway.

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Complaints and Resolutions

Total Amount in Dispute:

Total Amount Settled:

Complaint Experience


Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

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Complaint Closing Statistics

28 complaints against VRBO Corporate Office Headquarters closed in last 3 years.
Complaints Type of response
8 Making a full refund, as the consumer requested
1 Making a partial refund
1 Agreed to make an adjustment
0 Refusing to make an adjustment
11 Refuse to adjust, relying on terms of agreement
7 Unanswered

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Other Information

Company Info

HomeAway, Inc. based in Austin, Texas, is the world's leading online marketplace for the vacation rental industry, with sites representing approximately 952,000 paid listings of vacation rental homes in 190 countries.

Primary Contact: Brittany M. (HomeAway Legal Department)
Business Started: 4/6/2004

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This company may be required to be licensed or registered for the services they provide. To check the status of this company’s license or registration, please contact Texas Real Estate Commissionat or call (512) 936-3000.

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Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

Industry Resources
Advertising Reviews
Additional Info

Vacation Rentals by Owner, Inc., Inc.
HomeAway, Inc.



Patty Case
Aimee Faulkner
Brent Bellm (President/Chief Operating Officer)
Brian Sharples (Co-founder)
Carl Shepherd (Co-founder)

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