Vrbo’s Marketplace Standards are requirements based on industry best practices to provide guests with a simple, secure, and consistent booking experience. Partners must comply with the applicable Marketplace Policies

Breaching our Marketplace Standards is a violation of our Terms and Conditions. These standards are intended to minimize risk and provide the best experience possible for you and your guests. Should any of these be violated, your listing is subject to the following:

  • Reduced visibility to guests
  • Penalties that include, but are not limited to, removing or disabling your ability to receive inquiries, demotion or removal from search results, or removal from the listing site altogether without any refund.  

Marketplace Standards

Bookings
  • You must uphold the booking terms from the time of booking and maintain  fair relocation, cancellation, and refund practices.
  • All bookings must be processed through the Vrbo marketplace. Listing content that attempts to direct guests to book outside our checkout flow isn’t permitted. This includes, but is not limited to, language containing URLs, phone numbers, email addresses, and physical addresses. See Offline booking is not allowed for more information.
  • You must accept a material number of booking requests. While we understand that not all booking requests are desirable for your property, you must accept a material number of requests.
  • You must not cancel a material number of confirmed reservations. 
Partner Initiated Cancellation Fee Policy 
To maintain traveler trust in our marketplace, it is essential partners honor all confirmed bookings. If a partner cancels an accepted booking, or is responsible for the cancellation, we will charge a tiered partner fee. Additional actions, such as a temporary listing suspension, may also be imposed.  
To find out more, please see the Partner Initiated Cancellation Fee Policy.


Extenuating Circumstances Policy
When broad scale travel disruptions prevent or legally prohibit Vrbo travelers from completing their reservation, Vrbo may activate its Extenuating Circumstances Policy, applicable to all bookings made on Vrbo.

Accommodations 
  • You must provide safe, clean, and accessible environments.  
  • You must accommodate guests with service animals. All property owners and managers with properties located in the United States and U.S. Territories are required to accommodate guests who require the use of a service animal. 
  • You must ensure that your property meets all relevant building codes and safety requirements and has all required safety devices (e.g. smoke detectors, carbon monoxide detectors) installed and maintained in good working order. 
Listings 
  • How you present your listing should be transparent and accurately represent your listing so that travelers can make informed decisions.  
  • The property description must be for the advertised unit only. Don’t use the property description fields to describe additional units. 
Communications 
  • You should communicate with travelers in a prompt manner, with clarity and respect.  
  • Your calendar should always be kept accurate. This saves: 
    • Potential guests submitting booking requests for unavailable dates; and  
    • You from having to respond to availability requests. 
Charges 
Your fees, prices, and any other costs associated with a booking must be transparent, reasonable, and fair.  


​​​​​​​Fee guidelines

  • Rates and fees must be honest and transparent. 
  • Rates on our marketplace must be fair and competitive with other marketplaces, to the extent allowed by law. 
  • All mandatory taxes, fees and charges required to stay at the property (e.g. mandatory cleaning fees, transfer fees and city taxes) must be loaded in the relevant mandatory tax or fee structured fields through the Vrbo Dashboard or via your connectivity software provider so they can be included in the price breakdown shown to guests at the time of booking. 
  • Optional fees (e.g. optional linen fees, towel fees and parking fees) or usage-based fees (e.g. electricity usage fees) do not need to be loaded in these mandatory fee structured fields but must be loaded as follows so guests are made aware of them prior to booking: 
    • For partners who manage their properties through the Vrbo dashboard, optional and usage-based fees must be clearly detailed in the listing description. 
    • For partners who manage their properties via software, optional and usage-based fees must be loaded in optional and usage-based fee structured fields via your connectivity software provider so they can be included in the price breakdown shown to guests at the time of booking. 
  • The total amount of mandatory fees must not exceed the nightly rate amount. 

Note: This will be evaluated on a per booking basis.