Today, Vrbo® announced new policies and program changes to enhance guest protection and bolster the reputations of top hosts. Vrbo, which only lists private vacation rentals, is instituting financial penalties for hosts who cancel reservations and raising Premier Host eligibility standards, which makes the status more exclusive while sending a clear and compelling signal to travelers about where to find the best experiences.  

Introducing Host Cancellation Fees 

Beginning in October, Vrbo hosts in the U.S. who cancel bookings will incur a fee based on the total cost of the booking and when the cancellation was made. Higher fees are levied when hosts cancel within 30 days of the traveler’s stay, and the highest fees will be charged for cancellations made less than a week from the stay.  

The new financial penalties will be added on top of measures Vrbo already enacts to discourage host cancellations, including limiting search visibility on the app and website, and revoking Premier Host status for repeat offenders. Vrbo also safeguards travelers against last-minute cancellations with its Book with Confidence guarantee, which rebooks guests if a host cancels within 30 days of the stay. 

Although host-initiated cancellations on Vrbo are infrequent and hosts are expected to honor their bookings, certain cancellations are inevitable due to reasons outside of hosts’ control. This includes unforeseen property damage or natural disasters that prevent guests from being able to stay. These types of cancellations are not penalized, and hosts can request a cancellation waiver through Vrbo’s 24/7 customer support team. 

Elevating Premier Host Status 

Beginning Jan. 1, 2024, Vrbo is updating eligibility requirements for hosts to be a part of its Premier Host program. The new qualifications make the program more exclusive, and Premier Hosts must achieve and maintain the following criteria:  

• Average overall rating of 4.4+  
• Host-initiated cancellation rate of 1% or less 
• Booking acceptance rate of 95% or higher 

Premier Hosts on Vrbo are acknowledged for their proven track record of delivering exceptional traveler experiences. These hosts are identified through a badge within the Vrbo search experience and on listing pages, and travelers can filter search results to exclusively view Premier Host properties. Premier Host accounts are reviewed quarterly to ensure their continued commitment to providing the best guest experiences. 

“Vrbo is dedicated to maintaining a trustworthy marketplace for friends and families to find private vacation rentals hosted by exceptional partners,” said Tim Rosolio, vice president of Partner Success, Vacation Rentals. “Our hosts set the standard for professionalism; however, we know it’s important to also safeguard travelers from those few who don’t live up to our standards. Avoidable host cancellations impact everyone’s reputation. That’s why our new policy prioritizes traveler’s confidence by imposing penalties on hosts that fall short of our requirements, and rewards exceptional hosts through our Premier Host program. It’s all part of our commitment to creating a seamless, trustworthy experience for everyone.” 

Additional Measures 

In addition to this new policy and program change, Vrbo has implemented additional measures that ensure travelers have top-notch experiences when booking and staying in private vacation homes: 

• Removing hosts who do not meet marketplace standards. Vrbo recently identified and communicated with a small percentage of hosts who do not meet marketplace standards for honoring and accepting bookings. The identified hosts who continue to fall below marketplace standards will be removed from the Vrbo platform on Sept. 17, 2023, if they do not take recommended actions to improve these key metrics. 
   
• Protecting guests with the Book with Confidence Guarantee. For nearly a decade, Vrbo has been protecting travelers with the Book with Confidence Guarantee. This guarantee automatically covers all travelers that book and pay through the Vrbo app or site and provides protections, including rebooking assistance if the host cancels at the last minute, lodging assistance if travelers are denied check in, and payment protection against fraudulent listings.