Off-Platform Booking Policy
Summary
An off-platform booking is what happens when a guest discovers a property on Vrbo, but is encouraged, incentivized or chooses to book or pay the host directly outside of our platform. This is a violation of our Marketplace Standards and may result in consequences for hosts including suspension or termination.
When using Vrbo, hosts and guests are expected to initiate, confirm, and pay for their bookings on Vrbo.
Please note that listings managed by property managers may send confirmation and payment links from a third-party platform. Guests should always double-check that the name and reservation information matches their booking.
What’s not allowed
Hosts must not:
- Contact potential guests, prior to booking, to encourage, request, or incentivize them to book off the Vrbo platform.
- Request that guests communicate outside of Vrbo’s direct messaging prior to accepting a booking, such as via email, text, or phone. After a booking is confirmed, communication off Vrbo that is otherwise in accordance with this policy is allowed.
- Redirect guests off the Vrbo platform with phone numbers, links to messaging apps or any other site, social media handles, or embedded buttons in messages.
- Cancel a complete or partially completed reservation in order to rebook outside the Vrbo platform.
- Change or present the reservation, payment schedule, or pricing in bad faith, to avoid mandatory Vrbo fees.
Guests must not:
- Contact Vrbo hosts, prior to booking, to encourage, request, or incentivize them to rent their home off the Vrbo platform.
- Request that hosts communicate outside of Vrbo’s direct messaging prior to accepting a booking, such as via email, text, or phone. After a booking is confirmed, communication outside of Vrbo is allowed.
- Redirect hosts off the Vrbo platform pre-booking, with phone numbers, links to texting apps or any other site, social media handles, or embedded buttons in messages.
- Cancel a complete or partially completed reservation in order to rebook outside the Vrbo platform. This is an offline booking and will not be eligible for Vrbo protections and benefits for either the guest or host.
What is allowed
Hosts may contact guests to offer discounts for future bookings, provided it is not in exchange for making a booking outside of Vrbo’s platform.
If a guest needs to cancel and rebook a reservation, they should do both within Vrbo’s platform.
Enforcement
If a host is found to have incentivized or directed guests to book or pay off the Vrbo platform in violation of this policy, it may result in consequences for the host, including removal of listings, suspension or termination from the platform.
Please note: Booking off the Vrbo platform makes guests and hosts ineligible for protection and benefits, such as VrboCare™.
If a host is found to have incentivized or directed guests to book or pay off the Vrbo platform in violation of this policy, it may result in consequences for the host, including removal of listings, suspension or termination from the platform.
FAQs
Pricing & Custom Offers
Q1. Can I send custom offers during a guest inquiry to reflect special pricing agreements?
A: All pricing offers must be entered through your connectivity provider or the Vrbo dashboard to ensure pricing remains transparent to travelers at the time of booking. For details on editing quotes via the dashboard, see this article.
Email Signatures
Q2. Why am I being asked to remove my phone number and website from my email signature?
A: Sharing contact information prior to booking is no longer allowed for Integrated Property Managers and Platform partners. Email signatures must not include phone numbers, websites, or other contact details.
Q3. If Vrbo automatically blocks phone numbers and websites, why must I manually remove them from my email signature?
A: Redacted messages create a poor experience for travelers. Proactively removing contact details ensures smoother communication and compliance.
Q4. What should I do if I use a shared inbox with preset signatures?
A: Edit or disable the preset signature to remove any contact information.
Communication with Guests
Q5. What is the appropriate way to respond to guests who ask to speak with someone over the phone?
A: Inform guests that all communication must occur through the Vrbo messaging system or your software’s messaging system until a booking is confirmed. Responses should remain in writing.
Q6. Can I refer guests to Vrbo customer support without violating policies?
A: Yes. You may advise guests to contact Vrbo customer support directly.
Q7. Why did I receive a policy warning for helping a guest with an external link?
A: External links, phone numbers, or email addresses are prohibited during pre-booking messaging, regardless of intent. If you need to recommend a service (e.g., equipment rentals), you may share the company name but not contact details. Once the guest books, you can provide more information.
Enforcement
Q8. Are flagged cases reviewed by a human before enforcement?
A: Automated warnings are not reviewed by humans. However, any subsequent violations are manually reviewed before action is taken.
Q9. How can I report a false policy flag?
A: Contact Vrbo Partner Support: - Within US: 877-202-9331 - Outside US: +1-512-782-0805
Need help?
If a guest or host requests that a booking is completed off our platform, or if there is any doubt over whether a booking or communication method complies with this policy, please contact us.
Please note: Vrbo does not own, operate, manage, control or inspect any property listed on our platform. Vrbo does not verify or guarantee the safety of any property, or the truth or accuracy of any property listing or other content provided on platform. Vrbo does not guarantee the safety or conduct of any host or guest.
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