Updated: A month after I posted this, which is two months after my initial complaint, they responded with a link below. The link does not lead to a way to contact a human for customer service. So I am dropping my review from 2*s down to 1*. I've also decided not to ever use their website or their associated websites (Expedia and Hotels.com) again.I've been using VRBO since it acquired HomeAway several years ago. I've mostly used it to rent houses in Florida to visit with family, but occasionally booked vacations with friends. Most of my experiences were good. Up until 2021 or so, you could get help online if there were any issues, and your problems would be solved. I never had any major problems with any houses, but sometimes a wrong entry code is sent out or a previous tenant stole the House Manual, and you don't know how to turn on the pool heat. I've never had any major problems.On a recent trip to Texas, the hosue we rented was gorgeous, and mostly well-maintained BUT every night we found scorpions in the house, and had to kill and dispose of them so we could sleep well, only to find a new one or two the next night.I, personally, used VRBO's online help feature, and received a series of responses from AI. Never a person. I was always told someone would be by the house to fix the problem. No one ever came, and the next time I messaged them, there was another fake name with another automatically generated response that completely ignored the previous messages. It was maddening.While the rest of the trip was great, the scorpions were a hassle, and the lack of customer service was frustrating. When I called them during our stay, the hold line was so long that I hung up, as we had plans.Once I got home, I continued to message their customer service bots, and searched my email for previous conversations. All of my email addresses to them are no longer valid, as they've turned off their ability to receive customer service emails. I had to really work hard to figure out a way to talk to a real person online, and when I did, they were mostly helpful, but steered me to their phone help line.Their phone help line was a joke. The person on the other end monotoned disinterestedly and told me it was against VRBO's policy to provide customer service. After about ten minutes of him ignoring everything I said, I was angry enough that I raised my voice at him, something I've never done to anyone in customer service, as it's a job I've had for many years. But this guy was Awful at it.I went back to the online agents and explained my issues to a new person, including the frustrating phone conversation. He gave me a new e-mail address I could use, and asked me to send photos of the scorpions, which I did.I immediately got an email back telling me that my issue was being escalated to their "Specialize (sic) Team".That was the last I heard from them.When I tried e-mailing them back about receiving an update, using the address where they requested photos, I once again received an auto-reply that their customer service support email was no longer accepting messages.
