Where to start: Vrbo's three contact routes
Vrbo handles refund requests through your account, by phone, or by email — and which one works fastest depends on what you're asking for. If your cancellation falls within the property's refund window, you can start the refund yourself in your account under "Trips" and "Manage Booking." If the host denied your request or you're disputing a charge, you'll need to contact Vrbo directly.
Vrbo's main phone line is 1-877-228-3145. This number connects you to customer service representatives who handle refund disputes, cancellation reversals, and payment issues. Wait times vary by time of day and season — calling early morning or mid-week typically means shorter holds. Have your booking confirmation number ready when you call.
For written communication, use the Help Center contact form at vrbo.com/help. Select "Refunds and Cancellations" from the category menu, describe your situation, and submit. Vrbo typically responds within 24 to 48 hours, though complex disputes can take longer. Email is slower than phone but creates a written record of your request.
Key Takeaways
- Call Vrbo at 1-877-228-3145 if you need an immediate response about a refund dispute or cancellation reversal.
- Use the Help Center contact form at vrbo.com/help if you prefer written communication and can wait 24 to 48 hours for a response.
- Check your booking's cancellation policy before contacting Vrbo, because refund may be able to access depends on when you cancel relative to the check-in date.
- Have your booking confirmation number, the property address, and your check-in date ready before you contact customer service.
- If Vrbo denies your refund request, you can dispute the charge with your credit card company or bank as a last resort.
What Vrbo will and won't refund
Vrbo itself does not hold your money — the host does. When you book through Vrbo, your payment goes to the host's account, and Vrbo acts as the intermediary. This matters because Vrbo can only force a refund if the host violates Vrbo's terms or if you cancel within the property's stated refund window.
Vrbo will process a refund if: the host cancels on you, the property is misrepresented (photos don't match reality, amenities are missing), the listing violates Vrbo policy, or you cancel before the deadline set by the host's cancellation policy. Vrbo will not override a host's "non-refundable" policy if you simply change your mind after the cancellation window closes.
If the host is unresponsive or refuses to refund you when they should, Vrbo's Resolution Center can step in. This is where disputes get escalated, and Vrbo can hold the host accountable. You'll need to document the problem — screenshots of the listing, photos of the actual property, messages from the host, anything that proves the booking didn't match what was advertised.
Using Vrbo's Resolution Center for disputed refunds
If you've contacted the host and they won't refund you, or if the property was not as described, open a case in Vrbo's Resolution Center. Log into your account, go to "Trips," find the booking, and select "Report an Issue." Describe what went wrong and upload any evidence — photos, screenshots of messages, the original listing description.
Vrbo gives you 30 days from your check-out date to open a case. After you submit, Vrbo contacts the host and gives them a window to respond, usually 48 hours. If the host doesn't respond or refuses to resolve it, Vrbo's team reviews the evidence and makes a decision. This process typically takes 5 to 10 business days.
Vrbo's Resolution Center decisions are binding on both you and the host. If Vrbo rules in your favor, the refund comes from the host's account. If Vrbo rules against you, you have no further recourse through Vrbo — your only option then is to dispute the charge with your credit card company.
Phone support: what to expect and how to prepare
When you call 1-877-228-3145, you'll reach an automated system first. Select the option for "Refunds and Cancellations" or "Billing Issues" to route to the right department. Live agents typically answer within 5 to 15 minutes during business hours, though peak times (early morning, weekends) can mean 20 to 30 minute waits.
Before you call, write down: your booking confirmation number, the property address, your check-in and check-out dates, the amount you paid, and a brief description of why you're requesting a refund. If the host denied your cancellation request, have that message ready. If the property was misrepresented, describe the specific problem — "the kitchen was not as shown in photos" is more useful than "it wasn't what I expected."
The agent will pull up your booking, review the cancellation policy, and check whether the host has already processed a refund. If you're within the refund window, they may be able to push it through immediately. If you're outside the window but have a legitimate dispute, they'll either escalate to the Resolution Center or advise you to open a case yourself.
Email and the Help Center form: when to use written contact
Use the Help Center contact form if you prefer not to call, if you're in a different time zone and phone hours don't work, or if you want a written record of your request. Go to vrbo.com/help, select "Refunds and Cancellations," fill in your booking number and a detailed description, and submit. Vrbo responds to the email address associated with your account.
Written requests take longer — typically 24 to 48 hours for a first response, and several more days if your case needs escalation. However, you'll have documentation of every step, which is useful if you later need to dispute the charge with your credit card company. Keep copies of all emails.
If you don't hear back within 48 hours, follow up by phone. Email can get lost in high-volume periods, and phone is faster for urgent situations. Vrbo's phone team can see that you've submitted a form and may be able to expedite it.
What to do if Vrbo denies your refund request
If Vrbo's Resolution Center rules against you or if customer service says they can't help, you still have one option: dispute the charge with your credit card company or bank. This is called a chargeback, and it's your right as a cardholder.
Contact your credit card issuer or bank and explain that you paid for a service (the rental) that was not delivered as promised, or that you were charged in violation of the cancellation policy. Provide all documentation: your booking confirmation, the original listing, photos of the actual property, messages from the host, and Vrbo's denial. The card company will investigate and may reverse the charge.
Chargebacks take 30 to 90 days to resolve, and Vrbo may penalize your account or ban you from future bookings if you file one. Use this only as a last resort, after Vrbo has had a chance to help. However, if Vrbo has genuinely failed you, a chargeback is a legitimate way to recover your money.
Refund timelines: how long money takes to return
If Vrbo or the host approves a refund, the timeline depends on your payment method. Refunds to credit cards typically appear within 5 to 10 business days. Refunds to debit cards can take 7 to 14 business days. Refunds to PayPal or other digital wallets usually arrive within 3 to 5 business days.
If you used a bank transfer or wire, the refund may take 10 to 15 business days because it has to move through the banking system. During peak travel seasons or holidays, processing can be slower.
Once Vrbo or the host initiates the refund, you should see it post to your account within the timeframe above. If more than two weeks have passed and the refund hasn't appeared, contact your card issuer or bank to confirm they received it. Sometimes refunds get held up on the financial institution's end, not Vrbo's.
Frequently Asked Questions
Can I get a refund if I cancel after the cancellation deadline?
Not through Vrbo's standard process — the host's cancellation policy is binding. However, if the property was misrepresented, if the host canceled on you, or if there's a legitimate dispute about what you paid for, you can still contact Vrbo and request an exception. Vrbo has discretion in some cases, especially if the host violated their own listing description.
How do I know if my refund was actually processed?
Log into your Vrbo account, go to "Trips," select the booking, and look for a refund status. You should see "Refund Processed" or "Refund Pending" with a date. If it says "Pending," check back in a few days. If it says "Processed" but the money hasn't hit your account after two weeks, contact your bank or card issuer — the delay is likely on their end, not Vrbo's.
What if the host is ignoring my refund request?
Open a case in Vrbo's Resolution Center within 30 days of your check-out date. Vrbo will contact the host on your behalf and give them a deadline to respond. If they don't, Vrbo can rule in your favor based on the evidence you provide. This is faster and more effective than trying to reach the host directly.
Can I dispute a Vrbo charge with my credit card company?
Yes, but only after Vrbo has had a chance to help. File a chargeback with your card issuer if Vrbo denies your refund request and you believe the charge was fraudulent or the service wasn't delivered. Provide all documentation. Be aware that Vrbo may ban your account if you file a chargeback.
What's the difference between contacting the host and contacting Vrbo?
The host controls the refund decision within their cancellation policy. Vrbo only gets involved if the host violates policy, if the property was misrepresented, or if there's a dispute. Always try the host first — they can refund you immediately. If they refuse or don't respond, escalate to Vrbo.