Prompt and clear communication is essential to creating high-quality guest and host experiences on Vrbo.

Vrbo Host Communication Policy

Vrbo has a Host Communication Policy in place to ensure hosts provide timely and accurate communication to guests.

Read the Vrbo Host Communication Policy.

Example messages

Messages to guests should be clear and informative. See examples of what a helpful message looks like below.

Check-in instructions

  • Example message (key collection): The day before your check-in, you’ll receive instructions on how to pick up a key from the office and who to contact if you arrive outside of standard hours.
  • Example message (door code): You will receive the door code via the Vrbo mobile app at 9am EST on the day of check-in.

Access

  • Example message (key collection): Pick up a key from the front office located at <address> at the time of check-in. If you arrive later than 8pm EST, please contact <name> at <phone number>.
  • Example message (door code): To unlock the door, enter the access code 4223 followed by the 'LockState' button.

Critical stay information

We recommend you provide appropriate critical stay information in your Welcome Guide, listing description, access instructions, or through the Vrbo messaging platform. Providing an emergency contact number for guests is a good way to support these questions outside of your normal working hours.