Due to the coronavirus outbreak, we strongly recommend that you follow recommendations from The World Health Organization and local authorities. If you need assistance purchasing alternative accommodations please contact Customer Support.
Trust & Safety
Vrbo is a global community built on trust and inclusion. We're dedicated to providing a safe and secure marketplace and we're here to support you 24/7 whenever you have questions or need a hand.
Set your house rules so guests know what is and isn't allowed at your property. House rules may include stipulations such as quiet hours, whether parties or events are allowed, age restrictions or maximum occupancy. Guests must accept your house rules before booking.
Owners have the option to rate guests who book through Vrbo, evaluating them on factors such as cleanliness, communication and adherence to house rules. Read reviews to learn more about your guests before accepting booking requests. These ratings are shown to owners when a guest submits a reservation request via online booking.
If a guest has acted inappropriately or made you feel unsafe, Vrbo will investigate your case to determine if our policies have been violated. Contact us if you need assistance or wish to submit a complaint. In case of emergency, immediately contact the appropriate authorities.
Secure Online Payments
We leverage world-class systems to detect and prevent fraud, and protect payments between guests and owners. Our community members transact securely in the Vrbo marketplace thanks to Vrbo systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant.
Our $1M Liability Insurance provides owners with $1,000,000 in liability protection for all stays processed online through Vrbo checkout at no additional cost to you. If you don’t already have a liability policy, this policy is your first defense if a guest makes a claim against you. If you already have a liability policy, this provides additional coverage.
Property Damage Protection
Property Damage Protection is available for bookings paid through Vrbo Payments. This provides up to $5,000 in coverage for accidental damage to your home. Plans start at just $59 (for $1,500 in coverage) and protect against accidental damages such as broken lamps and windows; damaged doors, walls and furniture; stained bedding, towels or linens; and lost or stolen keys, including rekeying costs.
Always communicate with guests through Vrbo's secure messaging platform, which protects both parties from phishing and identity theft.
For the safety and security of guests, we recommend that hosts adopt industry best practices for giving guests access to a property. When delivering the entrance code or key to upcoming guests please do so in a safe and secure manner such as using a unique key code with a digital lockbox or a secure front-desk concierge. If you use a code, we recommend you change the code after each checkout. Vrbo’s policy is that hosts may not leave keys in a public place where the owner, property manager or staff is not present. We prohibit leaving the keys with anyone not associated with the property or in a location other than the rental property or rental office. Any host who violates this policy may be removed from the marketplace.
In the event of a natural disaster, our customer support team can help you manage your listing and calendar and rebook affected travelers who have been impacted during their stay. For assistance, visit our Help Portal.
We advise owners to comply with local laws and regulations and be considerate of area residents and the neighborhood in which they're hosting. Vrbo does not tolerate unauthorized events, such as disruptive house parties. Our community is built on respect and inclusion, and we expect all our members to behave in a neighborly way toward one another.
Vrbo has a growing team dedicated to educating local officials about the short-term rental industry so that fair and effective regulations can be put in place.
Customer Support and Help Portal
Vrbo Customer Support is available 24 hours a day, seven days a week via online chat, email and phone. For assistance, visit our Help Portal.
We use technology to detect fraudulent activity by verifying user accounts, giving partners the ability to confirm the identities of guests. Guests who have a Verified Guest badge next to their names have opted to undergo additional identity verification via a third-party vendor. We advise partners to always read traveler profiles and ratings.
Home Safety Preparedness
We advise you to equip homes with safety essentials such as carbon monoxide and smoke detectors, fire extinguishers, first-aid kits, deadbolt locks, outdoor lighting and essential safety information for travelers. Disclosure of any monitoring devices at homes is required, and hazardous conditions or obstacles that impede escape in the event of an emergency are prohibited. We support owners by offering guidance on safety best practices, and we make it easy to share information about available safety features and devices with travelers.
If you have not done so recently, please have a qualified elevator inspector examine your residential elevator for potential safety hazards to ensure they meet the latest safety code requirements and guidance. In addition to following all local regulations, the Consumer Product Safety Commission asks you to disable elevator equipment if you have not had a recent elevator inspection. They also ask that space guards be placed on the back of the door and electronic monitoring devices be installed that deactivate the elevator if something is detected in the gap between the exterior and interior doors. Emergency call buttons in the elevator should be working properly and tested often. Please also inform guests about the proper operation of the elevator equipment and about any elevator safety measures you have in place. As a reminder, our terms require property owners to abide by all safety-related laws and to keep equipment safe and in working order with regular maintenance.
Help keep guests safe with enhanced cleaning guidelines based on recommendations from the World Health Organization and government and health ministries. We recommend you implement these recommendations before each new booking, review your local government rules and to let guests know about your elevated cleaning process in your listing description.
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.
Vrbo requires all property owners and managers to accommodate guests who require the use of a service animal, regardless of pet policy. We encourage you to communicate with travelers about any accessibility features in your home and describe your property accurately on your listing.