Who Owns VRBO?

• Parent Company: Expedia Group
• Ownership Type: Wholly owned
• Acquisition Year: 2015
• Company Type: Publicly Traded
• Stock Ticker: NASDAQ: EXPE

• Founded: 1995
• Founders: Brian Sharples, Carl Shepherd
• Acquired by Expedia Group: 2015

• Founded: 1996
• Headquarters: Seattle, Washington, USA
• Company Type: Publicly Traded
• Stock: NASDAQ: EXPE
• Revenue: approximately $13.7 billion (FY2024)
• Employees: approximately 17,000

Visit Expedia Group website

• Headquarters: Seattle, Washington, USA
• Manufacturing / Operations: United States, United Kingdom, Germany, Various global offices

VRBO operates under Expedia Group's comprehensive sustainability framework, which addresses environmental responsibility, ethical business practices, and social impact across the travel and hospitality industry. As a vacation rental platform, VRBO's sustainability efforts focus on sustainable travel initiatives, responsible tourism practices, and community engagement.

Open World™ Social Impact Strategy: VRBO contributes to Expedia Group's Open World™ social impact and sustainability strategy, which aims to build resilient prosperity for destinations worldwide. This strategy focuses on ensuring travel becomes a force for good in local communities while supporting environmental stewardship and economic advancement. VRBO's role in this strategy involves promoting sustainable vacation rental practices and supporting responsible tourism development.

Destination Climate Champions Program: Through Expedia Group's participation in the Destination Climate Champions program, VRBO supports destination marketing and management organizations in becoming better environmental stewards. This program, developed in partnership with The Travel Foundation, helps destinations measure and reduce their carbon footprint while implementing climate action plans. VRBO properties participating in these destinations benefit from guidance on sustainable operations and environmental best practices.

Destination Giveback Initiative: 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 USD donation to The Indigenous Tourism Association of Canada (ITAC) to support Indigenous tourism development. This initiative demonstrates VRBO's commitment to supporting local communities where travelers vacation.

Sustainable Travel Practices: 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 while maintaining high standards for guest experiences.

Community Engagement and Economic 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.

Ethical Business Practices: VRBO maintains strict ethical standards for property listings, host conduct, and customer service. The platform implements comprehensive review systems, safety protocols, and dispute resolution processes to ensure ethical conduct across its marketplace. VRBO's approach to business ethics extends to fair competition practices, transparent pricing, and responsible marketing.

Responsible Tourism Education: VRBO provides educational resources to both property owners and travelers about responsible tourism practices. This includes guidance on respecting local communities, minimizing environmental impact, and supporting sustainable tourism initiatives. The platform's content and messaging emphasize the importance of being responsible travelers and conscientious hosts.

VRBO has received recognition primarily for its market leadership in the vacation rental industry, technological innovation, and contributions to the travel sector. While the brand has not received extensive formal awards, its achievements are demonstrated through market success, industry recognition, and platform innovation.

Market Leadership Recognition: VRBO is consistently recognized as one of the world's leading vacation rental platforms, alongside competitors like Airbnb and Booking.com. The brand's strong position in family travel and group vacation segments represents industry acknowledgment of its specialized focus and service quality. VRBO's extensive property inventory of over 2 million vacation rentals demonstrates its scale and market presence in the alternative accommodations sector.

Technology Innovation: VRBO has been acknowledged for its technological advancements in the vacation rental booking space. The platform's mobile app features, search functionality, and booking guarantees have been recognized as industry-leading tools that enhance the vacation rental experience for both property owners and travelers.

Integration with Expedia Group Ecosystem: Following its acquisition by Expedia Group, VRBO has benefited from recognition as part of one of the world's largest travel companies. The integration with Expedia Group's One Key loyalty program represents acknowledgment of VRBO's strategic value within the broader travel ecosystem.

Industry Influence: VRBO is frequently cited in travel industry reports and analyses as a major player in the vacation rental market. The brand's influence on industry trends, particularly in family and group travel segments, represents de facto recognition of its market leadership and innovation.

Customer Satisfaction: While not formally awarded, VRBO's continued growth and customer retention indicate recognition of service quality and platform reliability. The brand's focus on property protection and booking guarantees has been acknowledged as providing value and security to vacation rental customers.

Platform Expansion Success: VRBO's successful expansion into global markets and diverse property types represents recognition of its adaptable business model and ability to serve different traveler preferences. The platform's growth from a domestic US vacation rental site to a global vacation rental destination demonstrates industry acknowledgment of its strategic vision.

VRBO has faced several controversies and customer service challenges primarily related to booking disputes, fee structures, and customer support issues. While not facing product recalls like manufacturing companies, VRBO has encountered significant criticism regarding its business practices and platform policies.

Customer Service Complaints: VRBO has received substantial criticism regarding its 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 by numerous users, 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 to ensure consistent property standards.

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. The dispute resolution process has been criticized for favoring property owners over guests.

Competitive Market Pressure: VRBO has faced challenges related to competition with Airbnb and other vacation rental platforms. The company's market position has been pressured by competitors offering different fee structures, better customer service, or more user-friendly interfaces. This competitive pressure has led to strategic changes that have sometimes alienated existing customers.

Regulatory Compliance Issues: VRBO has faced regulatory scrutiny in various markets regarding vacation rental regulations, tax collection, and compliance with local housing laws. The platform has had to adapt to changing regulations in cities and countries that restrict short-term rentals, creating complications for both property owners and travelers.

Platform Integration Challenges: Following its acquisition by Expedia Group, VRBO has faced challenges related to platform integration and brand identity. Some customers have reported confusion about the relationship between VRBO, HomeAway, and other Expedia Group properties, particularly regarding loyalty programs and booking systems.