Inauguration week: ID verification and cancellation policy update

Following the events of January 6, 2021, Vrbo continues to take extraordinary steps to protect our guests, partners, and communities.  

Out of an abundance of caution and in support of local and federal law enforcement initiatives, we have implemented elevated, emergency security procedures across all existing and new Vrbo reservations in and around Washington, D.C. and all U.S. state capitals. In response to their directives, we have strengthened existing Vrbo policies to help keep guests, hosts and their communities safe throughout the week of the presidential inauguration. 

ID Verification  

We are requiring all guests with reservations in the Washington, D.C. metro area and all U.S. state capitals between January 17, 2021, and January 24, 2021, to provide government-issued photo identification so that we can re-vet those bookings. If guests do not supply the required information, the reservation is subject to cancellation.  

As an additional security measure in support of government and law enforcement guidance, we will share guest identification details with law enforcement officials as appropriate.  

Guests whose reservations fall under the time and location criteria will receive further information and instructions via e-mail. 

Refund and cancellation policy    

From January 17, 2021 through January 24, 2021, in the event we cancel a reservation for security concerns, a host chooses to cancel a reservation, or a guest decides to cancel a reservation, the guest will be refunded, and the host will be paid in full. This applies to the Washington D.C. metro area and all 50 U.S. state capitals.   

If we have reason to believe that a reservation may be associated with malicious intent, our policy is to investigate, notify law enforcement and cancel that reservation.     

If you have concerns about an existing reservation or any questions regarding the updated policies, please contact (888) 337-0843.  

Washington D.C.   Vrbo is not currently taking any new reservations in Washington D.C through 1/22.

Harassment, violence, and discrimination policy 

Vrbo does not tolerate acts of harassment, violence, or discrimination. We expect all members of our community to demonstrate respect and tolerance in all interactions with one another, both online and offline. 

If you mistreat people, there's no space for you on Vrbo. We reserve the right to remove anyone from our marketplace who violates these principles, and we are encouraging hosts to cancel bookings during this time if they believe a guest intends to violate these policies. 

We understand the extent to which the events of the last couple weeks have impacted the lives of our partners, our guests and our communities. The entire Vrbo team is here to assist in any way that we can.