VRBO's refund policy depends on where the scam happened and what you can prove
VRBO (Vacation Rental By Owner) will refund money for a scam only if the fraudulent listing or transaction happened through their platform and you report it within their timeframe. If you paid a scammer who was pretending to be a VRBO host but never actually listed on VRBO, or if you sent money outside the VRBO payment system, VRBO has no obligation to refund you — your only recourse is your bank or credit card company. The distinction matters because VRBO's protection covers transactions that moved through their system, not money that left it.
VRBO processes refunds through their Resolution Center, which is where hosts and guests dispute bookings. If you booked what turned out to be a fake listing, a non-existent property, or a host who took your payment and never provided access, you can file a claim there. VRBO then investigates by checking the host's history, communication records, and whether the property actually exists. This process typically takes 10 to 14 business days, though complex cases take longer.
Key Takeaways
- VRBO refunds only transactions that went through their payment system; money sent outside VRBO (wire transfer, gift card, cryptocurrency) is not covered by VRBO and must be recovered through your bank or payment provider.
- You must report a scam through the Resolution Center within a specific window — usually 30 days from the booking date or the date you discovered the fraud, whichever is later.
- VRBO investigates by checking the host's account history, communication records, and whether the property exists; a host with no prior complaints and a real property is harder to prove fraudulent than a brand-new account with a stolen photo.
- If VRBO denies your claim, you can dispute the charge with your credit card company or bank, which has its own investigation process separate from VRBO's.
- Refunds from VRBO go back to your original payment method, not to a VRBO credit balance, and take 5 to 10 business days to appear after VRBO approves the claim.
How to file a refund claim in the Resolution Center
Log into your VRBO account and go to Trips or Reservations, then select the booking you want to dispute. Click "Report an Issue" or "Get Help with This Reservation." VRBO will ask you to choose a reason — select "Host didn't provide the service" or "Listing is not as described," depending on what happened. Be specific: if the property didn't exist, say so. If you arrived and it was completely different from the photos, describe what you found. If the host never responded to messages, include the dates you tried to contact them.
VRBO asks for supporting evidence. Screenshots of messages, photos you took at the property, your booking confirmation, and any communication with the host all strengthen your case. If the listing has since been removed or the host's account deleted, that is actually useful information — tell VRBO when you noticed it was gone. Do not wait to file; the sooner you report it, the sooner VRBO can investigate while the host's account and communication history are still accessible.
What VRBO investigates and what they look for
VRBO's investigation team checks whether the host's account is real, whether the property exists, and whether the host's behavior matches the complaint. A host with a three-year history, dozens of positive reviews, and a verified property is less likely to be flagged as a scammer than a host with a brand-new account, no reviews, and photos that appear to be stolen from another website. VRBO also looks at communication patterns — if you have messages showing the host promised something and then ghosted you, that is evidence.
VRBO cross-references the property address with public records and satellite imagery to confirm it exists. They also check whether the same photos appear on other sites, which suggests the listing is fake. If the host has multiple complaints for the same issue, VRBO is more likely to find fraud. However, if the property is real and the host has a clean history, VRBO may side with the host even if you felt misled — for example, if the listing said "ocean view" and the view was partial or distant, that is a judgment call, not necessarily fraud.
When VRBO denies your claim and what to do next
If VRBO denies your claim, you receive a decision letter explaining why. Common reasons for denial are: the property existed and matched the listing, the host provided the service as described, or you did not report the issue within the allowed timeframe. If you disagree with VRBO's decision, you can escalate within their system by responding to the decision letter with new evidence — but VRBO rarely reverses a denial on escalation.
Your next step is to dispute the charge with your credit card company or bank. Contact them directly and explain that you paid for a service that was not delivered or was fraudulent. Provide VRBO's decision letter, your booking confirmation, and any evidence you have. Your card issuer or bank has its own investigation process, separate from VRBO's, and they may reach a different conclusion. This process typically takes 30 to 60 days. If you paid by debit card or bank transfer, the timeline is longer and recovery is less certain, which is why credit cards offer stronger protection for this type of dispute.
Scams that happen outside the VRBO platform
If you found a listing on Google, Facebook, or another website that claimed to be a VRBO property but was not actually listed on VRBO.com, VRBO cannot refund you. The same applies if someone contacted you directly (email, text, social media) claiming to be a VRBO host and asked you to pay them directly or through a wire transfer, gift card, or cryptocurrency. In these cases, the scammer was impersonating VRBO or a VRBO host, but the transaction never touched VRBO's system.
Report the fake listing or impersonation to VRBO's fraud team at fraud@vrbo.com so they can take action against the scammer's accounts if they exist. Then contact your bank or payment provider to report the fraud. If you sent money by wire transfer or bank transfer, your bank may be able to recall it if they act quickly — call them when ready. If you used a gift card or cryptocurrency, recovery is unlikely, but report it anyway to create a record.
How long refunds take and where the money goes
After VRBO approves your claim, the refund goes back to your original payment method. If you paid with a credit card, it appears as a credit on your statement within 5 to 10 business days. If you paid with a debit card or bank account, it takes longer — up to 10 to 15 business days — because banks process refunds more slowly than credit card companies. VRBO does not issue refunds as account credits or gift cards; the money must return to the card or account you used to pay.
Check your statement carefully. Sometimes a refund appears as a separate transaction rather than reversing the original charge. If 15 business days pass and you do not see the refund, contact VRBO's customer service with your claim number and ask them to verify the refund was processed. If VRBO says it was processed but your bank has not received it, contact your bank — the delay is usually on their end.
How to avoid VRBO scams in the first place
Book only through VRBO.com or the official VRBO app, never through links in emails or social media posts. Verify the host's history: look for a profile with multiple reviews, a verified identity, and a property that has been listed for at least several months. New hosts with no reviews and properties with only professional photos (no guest photos) are higher risk. Read recent reviews carefully — if multiple guests mention the property being different from the listing or the host being unresponsive, that is a warning.
Never pay outside the VRBO system, even if the host asks. VRBO's payment system is where your protection lives. If a host asks you to wire money, use a gift card, or pay through a third-party app, that is a scam. Communicate with the host through VRBO's messaging system, not email or phone, so there is a record. If something feels off — the price is too low, the host is pushy, the listing has inconsistencies — book somewhere else.
Frequently Asked Questions
Can I get a refund if I booked a real property but the host cancelled on me?
Yes, but the process is different from a scam claim. If a host cancels, VRBO automatically refunds your full payment unless you booked a non-refundable rate. If you booked non-refundable and the host cancelled, you can file a claim in the Resolution Center arguing that the host violated the terms of service by cancelling without cause. VRBO may refund you even for non-refundable bookings if the cancellation was the host's fault.
What if the host is still active on VRBO but refuses to refund me?
File a claim in the Resolution Center when ready. Include all messages showing you asked for a refund and the host refused. VRBO takes host non-cooperation seriously, especially if the property did not match the listing or the service was not provided. If VRBO sides with you, they force the refund through their system. If they side with the host, escalate to your credit card company.
Does VRBO refund booking fees and taxes if the main charge is refunded?
Yes. When VRBO approves a refund, it includes the nightly rate, taxes, and VRBO's service fee. You get back the full amount you paid. The only exception is if you used a promotional code or discount — VRBO may refund the actual amount charged, not the pre-discount amount.
How long do I have to report a scam before VRBO won't refund me?
Most cases must be reported within 30 days of the booking date or 30 days from when you discovered the fraud, whichever is later. If you booked for a future date and discovered the listing was fake before your trip, you have 30 days from discovery. If you arrived and found the property was not as described, you have 30 days from your check-in date. VRBO may extend this window if you have a good reason for the delay, but do not count on it.
What if I paid VRBO but the host never received the money?
This is rare but possible. Contact VRBO customer service with your booking confirmation and ask them to verify the payment was received by the host. If VRBO confirms the host received it and the host denies it, that is a dispute between you and the host that VRBO will investigate. If VRBO confirms the payment failed or was never sent, they will refund you when ready. Check your booking confirmation — it will say whether the payment was successful.