Important traveler policy updates regarding COVID-19

Dear traveler,

In Vrbo’s nearly 25 years, we’ve been through a lot, but nothing comes close to the current challenges facing the travelers and partners (homeowners and property managers) who advertise their homes with us.

This is an impossible situation. Vrbo is a two-sided marketplace, so for every traveler who paid hard-earned money for a getaway they may not take, there is a partner who relies on clear cancellation policies and the associated money within those policies to pay their mortgage and hard-working employees. Despite that, the vast majority (>95% in the past week) of our partners are rising to the occasion and giving credits or refunds to travelers given these extreme circumstances. 

We’re actively listening to feedback from travelers and partners as this outbreak develops, and today, to help ease uncertainty during this time, we are rolling out a new policy that strikes the best balance of protecting travelers, partners, and the public.

Here’s what Vrbo is doing as part of our COVID-19 Emergency Policy:

• Full Refund of Vrbo’s Fees: Vrbo is refunding 100% of the money it makes through traveler service fees when someone must cancel a trip due to COVID-19, whether the cancellation is government-mandated or because you’re prioritizing the health of your family and loved ones. This is in effect for all stays booked before March 13 with a stayed night between March 13 and April 30. You don’t have to do anything to collect the refund; it will automatically post to your original payment method over the next few  weeks if you cancel. No need to call and confirm. 

• Flexibility for future travel plans:

Visit our help page for FAQs and additional details on our policies.

Taking care of our customers is at the center of everything we do. As the COVID-19 situation continues to evolve, our teams are focused on first addressing the needs of travelers and partners with imminent stays. As always, you can manage your booking through your account or contact us through the help center. As a courtesy to fellow travelers, if you’re not traveling in the next four days, please wait to call our representatives. 

We’re thankful for the thousands of partners who are already working with travelers to change reservation dates or offer refunds despite cancellation policies. And, we thank you for your patience as we navigate this situation. 

Stay safe and stay together,

Jeff Hurst and the entire Vrbo family