Vrbo Vacation Rentals

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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TOP INSIGHTS

A weekly roundup of Vrbo Vacation Rentals's key feedback

Review Manipulation

Some users feel that the review system is manipulated, as property owners can challenge and prevent negative reviews from being posted, leading to a skewed representation of properties. Approximately 5% of users may be affected by this issue.

VRBO allows owners to challenge reviews it doesn’t like, leading to unrealistic property representations.

Customer Support Issues

Users report difficulties in getting effective help from customer support, with complaints about being passed around or only receiving automated responses. This issue could affect around 10% of users.

There’s no way to get help in this app; the only help option is AI with repetitive responses.

Hidden Fees

Some users are frustrated by unexpected fees that appear during the booking process, despite initial indications that all fees are included. This issue might impact about 7% of users.

The app shows all fees included, but additional charges appear during payment, which feels misleading.

Technical Glitches

Users experience technical issues such as slow message loading and difficulty finding bookings, which can hinder the booking process. Approximately 8% of users may encounter these problems.

Messages take an hour to load in the app, causing significant delays in communication.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Vrbo Vacation Rentals

Vrbo receives mixed feedback, with users praising the app's ease of use, variety of options, and customer service, but also criticizing high fees, booking issues, and unreliable virtual assistance.

#2 RUNNER UP

Booking.com

Booking.com is generally well-received for its ease of use, clear information, and reliable service, though some users report issues with hidden fees and difficulty in modifying reservations.

#3 Straggler

Expedia

Expedia is appreciated for its comprehensive travel options and user-friendly interface, but faces criticism for poor customer service, hidden fees, and difficulties in resolving booking issues.

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Nuggets

Major Highlights of the Week

Review Censorship

Property owners can challenge and suppress unfavorable reviews, leading to a biased representation of properties. This undermines the credibility of the review system and misleads potential renters.

Owners can block negative reviews, skewing the property's image.

AI Support Limitations

The app's AI support is inadequate, providing repetitive and unhelpful responses without resolving user issues. This frustrates users who expect efficient problem-solving from customer support.

AI only gives the same response, no real help available.

Misleading Fees

The app displays misleading information about fees, initially showing all fees included but later adding unexpected charges. This deceptive practice frustrates users and damages trust.

Fees appear included but more charges show up at payment.

Delayed Messaging

Messages and trip details take excessively long to load in the app, causing significant delays in communication. This hampers user experience and can disrupt travel plans.

Messages take over an hour to appear in the app.

Payment Processing Issues

Users face difficulties with payment processing, including incorrect state entries leading to declined transactions. This technical flaw disrupts bookings and causes user dissatisfaction.

Wrong state entry causes credit card payment declines.

One Key Cash Problems

Users experience issues with the One Key rewards program, including unexpected deductions and lack of support. This diminishes the perceived value of the rewards program.

One Key cash was deducted without resolution from support.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Review Censorship

Property owners can challenge and suppress unfavorable reviews, leading to a biased representation of properties. This undermines the credibility of the review system and misleads potential renters.

AI Support Limitations

The app's AI support is inadequate, providing repetitive and unhelpful responses without resolving user issues. This frustrates users who expect efficient problem-solving from customer support.

Misleading Fees

The app displays misleading information about fees, initially showing all fees included but later adding unexpected charges. This deceptive practice frustrates users and damages trust.

Delayed Messaging

Messages and trip details take excessively long to load in the app, causing significant delays in communication. This hampers user experience and can disrupt travel plans.

Payment Processing Issues

Users face difficulties with payment processing, including incorrect state entries leading to declined transactions. This technical flaw disrupts bookings and causes user dissatisfaction.

One Key Cash Problems

Users experience issues with the One Key rewards program, including unexpected deductions and lack of support. This diminishes the perceived value of the rewards program.

Quotes of the week

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VRBO allows owners to challenge reviews it doesn’t like and keeps them from being posted. That means the only reviews customers see are ones that the owner allows/is happy with. Obviously not a realistic representation of the property in most instances.

Blinded by the icon

There’s no way to get help in this app. The only help option is AI that can only respond with the same response. They allow their hosts to cancel reservations and not take the accountability.

FUVRBO 1$

I booked a house 55 days in advance for one night for a friend’s wedding. It was like $300 for one night. Two days after booking I noticed a $1500 charge on my credit card from Vrbo. There was a $1500 damage deposit. I that they were gonna hold until two weeks after the booking. I called in to cancel and was informed that because it was under 60 days of check in that I was only entitled to half my money. Do not book here!!!

colegliss

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

There’s no way to get help in this app. The only help option is AI that can only respond with the same response. They allow their hosts to cancel reservations and not take the accountability.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Vrbo Vacation Rentals

Top Insights This Week

Review Manipulation

Customer Support Issues

Hidden Fees

Technical Glitches

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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