The fastest way to reach Vrbo about a refund

Contact Vrbo through your account on their website or app first — this creates a record tied to your booking. Log in, find your reservation under "Trips," and look for a "Contact Host" or "Message" button. If the issue is with Vrbo itself rather than the host (a charge error, a payment problem, or a cancellation policy dispute), select "Contact Vrbo Support" instead of messaging the host.

Vrbo's website has a help section at vrbo.com/help where you can describe your issue and get routed to the right department. You can also call their phone line, but wait times vary by region and time of day. The phone number appears in your confirmation email and in the app under "Help & Support."

Email is slower than phone or the website portal, but it creates a written record. You can find the email address for your region in the help section or by searching "Vrbo customer service email" plus your country.

Key Takeaways

  • Start with your account on vrbo.com or the app — message the host if they cancelled or breached the listing, or contact Vrbo Support if the problem is a charge error or policy question.
  • The help section at vrbo.com/help lets you describe your situation and get routed to the right team without waiting on hold.
  • Phone support is faster than email but has variable wait times; the number is in your confirmation email and the app.
  • Keep screenshots of the listing as it appeared when you booked, your confirmation email, and any messages with the host — these speed up refund decisions.

What information to have ready before you contact them

Gather your booking confirmation number, the dates of your stay, and the amount you paid. Have the host's name and the property address in front of you. If the host cancelled, cancelled late, or the listing description did not match what you found, take screenshots of the listing page as it appeared when you booked — this is harder to do after the fact, so do it now if you still can.

Write down the reason for your refund request in one or two sentences before you contact them. "The host cancelled three days before arrival" is clearer than a long explanation. If you have messages from the host about the cancellation or the property condition, have those ready to share.

Refund requests through the host versus through Vrbo

If the host cancelled or you cancelled within their cancellation window, the refund usually processes through the host's account. Message the host first through Vrbo's system and ask them to issue the refund. Most hosts process these within a few days.

If the host is not responding, or if you believe Vrbo's cancellation policy was applied incorrectly, or if you paid a fee that should not have been charged, contact Vrbo Support directly. Vrbo can override a host's refusal in some cases — for example, if the host cancelled very close to your arrival date or if the listing was materially different from its description.

If you paid through a credit card or PayPal, you also have the option to dispute the charge with your card issuer or PayPal directly. This is slower than working with Vrbo, but it is an option if Vrbo denies your request.

How long refunds take after you request them

Once the host or Vrbo approves a refund, the money goes back to your original payment method. If you paid by credit card, it usually appears in your account within 3 to 5 business days, though some card issuers take longer. If you paid by bank transfer or PayPal, timing depends on your bank or PayPal account.

The time from when you request the refund to when it is approved is separate. If the host is processing it, they may take a few days. If Vrbo is reviewing it, the review can take 1 to 2 weeks depending on how clear-cut your case is.

What to do if Vrbo denies your refund request

If Vrbo says no, ask them to explain which part of their cancellation policy applies to your situation. Their response should reference the specific policy language from your booking confirmation. If you disagree with their interpretation, you can reply to their decision and provide more information — for example, screenshots showing the listing was inaccurate, or proof that the host cancelled outside their allowed window.

If Vrbo still refuses and you paid by credit card, you can dispute the charge with your card issuer. You will need to explain why you believe the charge was unauthorized or the service was not provided as described. Your card issuer will investigate and may reverse the charge, though this process takes several weeks.

Contacting Vrbo by phone, email, or live chat

Vrbo offers phone support in most countries. The number is listed in your confirmation email, in the app under "Help & Support," and on the help page at vrbo.com/help. Phone wait times are usually shortest in early morning hours and longest in early evening.

Live chat is available through the website and app in some regions. This is faster than email and creates a transcript you can save. If live chat is not available in your region, use the help portal to submit your issue and Vrbo will respond by email.

Email is the slowest option but useful if you need to send screenshots or documents. Find the email address for your country in the help section. Include your booking number and a clear description of the issue in the subject line so your message does not get lost in the queue.

Frequently Asked Questions

Can I get a refund if I just changed my mind about the trip?

That depends on the cancellation policy you agreed to when you booked. Vrbo shows this policy on the confirmation page and in your email. If the policy says "non-refundable," Vrbo will not override it just because you no longer want to go. If the policy allows cancellations up to a certain date, you can cancel by that date and receive the refund shown in the policy.

What if the host's listing photos do not match the actual property?

Contact Vrbo Support and describe the differences. Include photos you took at the property if you have them. Vrbo may issue a partial refund or full refund if the property was materially different from its description, even if you are outside the normal cancellation window. This is not may provide, but Vrbo does consider these cases.

How do I know if my refund was actually processed?

Check your email for a confirmation from Vrbo or the host saying the refund was approved. Then check your credit card or bank account after 3 to 5 business days. If you do not see it, contact your bank or card issuer to ask if the refund is pending. Vrbo can tell you the date they sent the refund, but your bank controls when it appears in your account.

Can I dispute a charge with my credit card company instead of asking Vrbo?

Yes, but try Vrbo first — it is faster. If Vrbo denies your request or does not respond within a reasonable time, you can file a dispute with your card issuer. Be prepared to explain why you believe the charge should not have gone through or why the service was not provided as described.