Verified: March 1, 2026 09:12 am ET
Industry: Online Travel Agency / Hospitality Platform
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Vrbo staff will never ask for your account password or PIN.
Level 1: Customer Support (Initial Complaint)
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How to complain: Vrbo intentionally hides their direct phone numbers behind an automated chatbot. Their primary required channel is the logged-in Help Center at help.vrbo.com. However, you can bypass the chatbot and call their live agents directly using these active routing numbers:
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General Support (US Bypass): 1-877-202-4291
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International Support: +1-512-782-0805
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Source Verification Note: Vrbo Help Center (Phone numbers are dynamically generated only after interacting with the Virtual Agent and requesting a live call).
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Availability: General phone support and live chat agents are available 24/7.
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Timeline: Vrbo aims to resolve customer issues during the initial contact. For complex issues involving host disputes, expect a resolution timeframe of 7 to 15 business days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: (Correction applied: The Nevada address is for subpoenas only). If standard support is unsuccessful, Vrbo’s Terms of Service dictate you must send a formal written “Notice of Dispute” to the corporate office of the legal entity that operates Vrbo in the United States: HomeAway.com, Inc., Attn: Legal Department, 11920 Alterra Parkway, Austin, TX 78758.
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Source Verification: Vrbo Terms of Service (Dispute Resolution)
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Timeline: Once received, the Expedia Group/Vrbo legal and customer relations teams have a mandatory 60-day window to investigate and attempt to resolve the dispute informally before you can proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General.
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with Vrbo directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the Vrbo Terms of Service. As an Expedia Group company, Vrbo strictly enforces a Mandatory Binding Arbitration clause and a Class Action Waiver for all U.S. consumer disputes. You must complete the 60-day informal dispute process (Level 2) first.
- Court/Arbitration: If the 60-day informal resolution period fails, you may file a lawsuit in Small Claims Court for claims below your state’s limit. If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the American Arbitration Association (AAA) as mandated by your user agreement.
- Source Verification: Vrbo Terms of Service (Arbitration Agreement)
Community Action: Is Vrbo still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right AAA arbitration templates!