Who Owns VRBO?

VRBO operates under Expedia Group's Open World social impact and sustainability strategy, which aims to build resilient prosperity for destinations worldwide. The strategy focuses on ensuring travel becomes a force for good in local communities while supporting environmental stewardship and economic advancement.

Through Expedia Group's participation in the Destination Climate Champions program, developed in partnership with The Travel Foundation, VRBO supports destination marketing and management organizations in becoming better environmental stewards. The program helps destinations measure and reduce their carbon footprint while implementing climate action plans.

VRBO participates in Expedia Group's Destination Giveback Initiative, which makes donations to local causes identified together with destination marketing organization partners. For example, through Destination Canada's partnership, Expedia Group made a $100,000 donation to The Indigenous Tourism Association of Canada (ITAC) to support Indigenous tourism development.

VRBO promotes environmentally responsible travel through its platform features and property guidelines. The platform encourages property owners to implement sustainable practices such as waste reduction, energy efficiency, and water conservation. VRBO provides resources and best practices for hosts to minimize their environmental impact.

VRBO contributes to local economies by enabling travelers to stay in residential neighborhoods and support local businesses. The platform's model helps distribute tourism benefits beyond traditional hotel districts, supporting local restaurants, shops, and services. Vacation rentals often provide more authentic local experiences while contributing to economic development in residential communities.

VRBO maintains ethical standards for property listings, host conduct, and customer service. The platform implements comprehensive review systems, safety protocols, and dispute resolution processes. The VrboCare program, expanded in Q4 2025, provides additional traveler protection and booking guarantees.

Return to Growth (2025): VRBO returned to growth in 2025 under CEO Ariane Gorin's leadership, marking a significant turnaround for the brand. Expedia Group grew US market share for both hotel and VRBO segments.

VrboCare Expansion (Q4 2025): The expansion of VrboCare in Q4 2025 strengthened VRBO's differentiation in the vacation rental market, providing travelers with enhanced peace of mind when booking trips.

One Key Loyalty Program: The One Key loyalty program, launched in 2023, unifies Expedia, Hotels.com, and VRBO under a single rewards platform. This integration has been recognized as a strategic innovation in travel loyalty programs.

Market Leadership: VRBO is consistently recognized as one of the world's leading vacation rental platforms alongside Airbnb and Booking.com. The brand maintains strong positions in family travel and group vacation segments with over 2 million vacation rental properties.

Technology Innovation: VRBO's mobile app features, search functionality, and booking guarantees have been recognized as industry-leading tools. The platform's integration with Expedia Group's broader technology ecosystem enhances the vacation rental experience.

Record Free Cash Flow: Expedia Group achieved record free cash flow of $3.1 billion in 2025, up 34% from 2024, demonstrating strong operational performance across its portfolio including VRBO.

VRBO has faced controversies and customer service challenges primarily related to booking disputes, fee structures, and customer support issues.

Customer Service Complaints: VRBO has received substantial criticism regarding customer service quality and responsiveness. Many customers have reported difficulties resolving booking issues, obtaining refunds for canceled reservations, and receiving adequate support during disputes with property owners. The platform's customer service has been described as inadequate, particularly during high-demand travel periods and emergency situations.

Fee Structure Transparency: VRBO has faced controversy over its fee structure and pricing transparency. Customers have complained about unexpected service fees, booking charges, and cleaning fees that are not clearly disclosed during the initial booking process. The platform's total cost structure has been criticized for lack of transparency, with travelers reporting final charges significantly higher than initially advertised property rates.

Booking Cancellation Issues: VRBO's cancellation policies and refund processes have been a major source of customer dissatisfaction. Many users have reported difficulties obtaining refunds for canceled bookings, even when cancellations were due to property issues or extenuating circumstances. The platform's handling of COVID-19 related cancellations drew particular criticism from customers who struggled to receive refunds or credits.

Property Quality and Accuracy: VRBO has faced complaints regarding property listing accuracy and quality consistency. Travelers have reported discrepancies between advertised property features and actual accommodations, including issues with cleanliness, amenities, and property conditions. The platform's quality control mechanisms have been criticized as insufficient.

Owner-Guest Dispute Resolution: The platform's handling of disputes between property owners and guests has been controversial. Many users have reported VRBO's intervention in conflicts as inadequate or biased, particularly regarding security deposits, damage claims, and booking modifications.

Competition from Airbnb: VRBO faces intense competition from Airbnb, which has a larger global inventory and stronger brand recognition in the vacation rental space. Airbnb's lower host fees and more user-friendly interface have pressured VRBO to adapt its policies and pricing. In 2025, Expedia Group grew US market share for VRBO, but the competitive gap with Airbnb remains significant.

Regulatory Compliance Issues: VRBO has faced regulatory scrutiny in various markets regarding vacation rental regulations, tax collection, and compliance with local housing laws. Cities including New York, Paris, and Barcelona have implemented restrictions on short-term rentals, creating complications for both property owners and travelers. VRBO must adapt to changing regulations across different jurisdictions.

AI-Powered Platform Competition: Expedia Group faces emerging competition from AI-powered travel platforms that are changing how consumers search and book travel. The company acknowledged this risk in its 2025 earnings presentation, noting intense competition from online travel agencies, suppliers, search engines, and emerging AI-powered platforms.