Trust & Safety

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

Trust

Book with Confidence

Our Book with Confidence Guarantee™ offers powerful benefits 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 travelers like you that help match you with the perfect home for your needs. After your stay, both you and the homeowner will receive emails reminding you to review your experiences. Neither of you will be able to see each other’s ratings until you've both submitted your reviews.

Reporting Misconduct

If an owner has acted inappropriately or made you feel unsafe, Vrbo will help 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 submit a complaint. In case of emergency, immediately contact the appropriate authorities.

Security

Payment Protection

Vrbo's Book with Confidence Guarantee™ protects 100% of your payment and security deposit, and most of our listings are eligible for this coverage when you book your stay through Vrbo's online checkout. Owners and travelers transact securely in our marketplace thanks to Vrbo's 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 owners outside of Vrbo's booking and messaging channels.

Privacy

We adhere to rigorous security and privacy standards backed by best-in-class technology that helps prevent fraud and harassment. Owners and travelers transact securely in the Vrbo marketplace, thanks to Vrbo systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant. Disclosure of any monitoring devices at a home is required, and invasion of privacy is not tolerated.

Support

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.

Trip Protection

Vrbo helps you with trip rebooking in the event of certain unexpected circumstances, and we encourage you to purchase Trip Protection. If you have not left for your trip and are unsure if it is safe to travel, please reach out to the owner and check government travel warnings.

Traveling Responsibly

We advise travelers to comply with local laws and regulations and be considerate of area residents and the neighborhood in which they're staying. 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.

Disaster Support

In the event of a disaster, we strongly recommend that you contact the property owner or manager to confirm that your destination is safe and the property is still available for your stay. Please follow recommendations from local authorities. If you purchased travel insurance, contact your insurance carrier directly for any claims processing. If you need assistance purchasing alternative accommodations please contact Customer Support. We're here to help 24/7.

Safety

Home Safety Preparedness

We encourage all travelers to complete a safety walkthrough upon arrival at a home. Locate emergency equipment such as fire extinguishers or first-aid kits, and read all safety information provided by the owner. If you have any questions about the safety of your home, don't hesitate to ask the owner or property manager. In case of emergency, immediately contact the appropriate authorities.

Authenticity

We use technology to detect fraudulent activity by verifying user accounts, giving you confidence in the authenticity of owner identities, and we conduct certain background screenings, where we're able to. Although we take steps to confirm the identities of our community members, we advise travelers to always read owner profiles and reviews.

Property Cleanliness

We've partnered with travel industry and medical experts to develop enhanced cleanliness guidelines for owners and property managers 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 owners to understand their cleaning and disinfection process. Please also follow your local health regulations while traveling.

Inclusion

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.

Accessibility

We want all travelers to find the perfect place to stay, and encourage you to communicate with homeowners about your individual accessibility needs and ask for clarification about any home accessibility features you may require. Vrbo requires all property owners and managers to accommodate guests who require the use of a service animal, regardless of pet policy.