To ensure safe, consistent experience and protect you and travelers from fraud, phishing, and loss of Vrbo protections, all bookings must occur through the Vrbo platform. Off-platform booking is not allowed

Definition

Off-platform booking happens when a traveler finds a property on Vrbo but is directed to book or pay the host outside the platform.

Off-platform booking behaviors

Vrbo does not allow offering, incentivizing, or directing travelers to accept bookings outside the Vrbo platform. These efforts to avoid paying Vrbo compensation are a marketplace violation and may result in penalties, including termination. If Vrbo determines an off-platform booking occurred, you may be required to pay compensation.

The following behaviors are not allowed:

  • Contacting potential travelers before booking to encourage, request, or incentivize them to book or pay outside of Vrbo.
  • Asking travelers to communicate via platforms or services outside of Vrbo before accepting a booking (such as through email, text, or phone number).
  • Redirecting travelers off Vrbo through links or embedded buttons in communications.
  • Cancelling an existing full or partial reservation to book outside of Vrbo.
  • Changing or presenting the reservation, payment schedule, or pricing in bad faith to avoid mandatory Vrbo compensation.
  • Sending guests custom offers or pricing agreements during a guest inquiry before booking.

Communication with guests

All communication with guests should be done in the Vrbo messaging system until the booking is confirmed. Even after booking, you should always message guests in writing.

Guidelines for guest communication:

  • You can advise guests to contact Vrbo support directly.
  • Your email signature should not include your property’s website or your phone number.
    • Remove any preset email signatures containing this information.
  • Any pre-booking messages you send should not include an external link, phone number, or email address.
    • If you need to recommend a service (for example, equipment rentals), you may share the company name but not contact details. Once the guest books, you can provide more information.&

Cancellations

If a traveler needs to cancel and rebook, they should cancel the reservation from within Vrbo and rebook through Vrbo. Rebooking directly with you outside of Vrbo is an off-platform booking and will not be eligible for Vrbo protections and benefits for either you or the traveler.

Off-platform booking violation warnings

Initial warnings for off-platform booking violations are sent automatically and are not reviewed by a human agent. However, a human will review any subsequent violations before we take disciplinary action.

If you believe you have received a false warning, contact Vrbo support:

  • Within U.S.: 877-202-9331
  • Outside U.S.: +1-512-782-0805