Frequently Asked Questions

1. How do I search for a vacation rental?

Searching for a vacation rental

  • Go to the website and enter your destination, check-in and check-out dates, and the number of people in your party.
  • Click Search .

Using filters

  • Select a filter from the options at the top of the page or click More Filters to view all of the filter choices.
  • Click Apply Filters

Remember: Filters are a great way to narrow down your search results based on your preferences for your stay. Filters include: price per night, booking options, location time, and features.

2. How do I contact a vacation rental owner or manager?

If you would like to learn more about a listing before submitting a reservation request, you can message the owner directly.

Email an owner or manager

  • Locate the listing.
  • Click the Send a message or Send email* link located on the right side of the listing details page.
  • Fill out the form to send a message to owner and click Send email .

Owners and managers are encouraged to reply to inquiries within 24-48 hours. If you do not hear back in this time frame, you may want to consider alternative properties.

If you have already made a reservation and unable to contact owner or manager, please contact Customer Support for assistance.

*This feature may not be available on all listings. If you are unable to send a message or email directly from the listing, please contact Customer Support for assistance.

3. What do I do if I do not receive a response to my inquiry?

If you do not hear back from the vacation rental owner or property manager within 48 hours of inquiring about a property, it is best to inquire on additional properties.

It can be frustrating to inquire on a property and not receive a response right away. We encourage owners and managers to reply to inquiries within 24-48 hours. There is a chance that the owner or manager is temporarily without access to email or voice mail and simply cannot respond to you.

Troubleshooting

  • Confirm that your inquiry was delivered to the owner or manager by looking in your email account for an inquiry confirmation email from us.
  • Responses from owners or managers can go directly to your email Junk/Spam folder, depending on your personal email settings.
  • To ensure your inquiries do not get lost in your spam or junk folders, adjust your email client's filter settings to allow for incoming messages from the following: @vareho.com

Because spam and junk mail filters vary between email clients (Gmail, Outlook, etc.), we recommend that you are following the spam and junk mail filter settings instructions for your specific email client.

4. Why have I not received my inquiry confirmation email?

It can take up to 30 minutes for our system to generate an automated inquiry confirmation email. The confirmation email is then sent to the email address you entered on the inquiry form.

We recommend that you check your spam/junk folders in your email account for an inquiry confirmation email. If you are still unable to find an inquiry confirmation email, please contact Customer Support.

5. How do I ensure that my inquiries do not get lost in a spam filter?

To ensure your inquiries do not get lost in your spam or junk folders, adjust your email client's filter settings to allow for incoming messages from the following:

  • @vareho.com

Because spam and junk mail filters vary between email clients (Gmail, Outlook, etc.), we recommend that you are following the spam and junk mail filter settings instructions for your specific email client.

6. What can I do if the property is not as described?

If the property is significantly different from the one depicted in the listing, you should first contact the vacation rental owner or manager to make them aware of your concerns. Often times, complaints can be immediately resolved if the owner or manager is aware of the issue. As a second step, write a review. Reviews have far greater visibility to other travelers, typically are more helpful for other travelers, and give owners the chance to respond.

Especially for complaints such as poor conditions or other mismatches between the property description and experience, we encourage you to post a review in lieu of filing a property complaint. Property complaints are generally used to address concerns such as last minute cancellation, severe property condition, or non-refund of deposit.

Should you want to document your complaint, please click the Contact Us button and provide us with the following information:

  • The vacation rental owner's or property manager's name, phone number, and email address
  • The vacation rental website and listing ID #
  • A description of situation and desired outcome (your complaint)

When we receive this information from you it is forwarded to the owner or manager with the request that they contact you as soon as possible to resolve this matter. The incident is also documented on their account along with any resolution(s) that may occur.

7. What should I do if a listing I'm renting is no longer visible on your site?

Listings come down from our site for a variety of reasons. If you are in the process of renting a property and the listing is currently not on our site, we recommend that you:

  • Ask the owners to provide references from past travelers.
  • Ask for more information about the property including additional photos and the address.
  • Request a signed rental agreement and review it carefully.
  • Do not wire money to the rental owner or manager via Western Union or MoneyGram.

8. How do I submit a property review?

If you booked a property online, you will receive an email on the day of checkout to encourage you to review the property at which you stayed. We recommend that you use this email to submit your review.

  • Click Write a Review .
  • Rate your experience from one to five stars (one is the lowest rating; five is the highest) and fill in the required fields.
  • Click Save and Continue .

If you did not book online, you may leave a review in the following manner:

  • Sign in to your traveler account.
  • Find the listing you want to review.
  • Click Reviews .
  • Click Write a Review .
  • Rate your experience from one to five stars and fill in the required fields.
  • Click Submit Review .

After submitting a review, you will receive a confirmation email with a copy of your review and your review ID.

Reviews are moderated to ensure they meet our Content Guidelines . Your review will be published on the site fourteen days after being submitted at the latest.

Your review must be submitted within one year of your stay at the vacation rental.

9. What are the review guidelines?

Content

  • A review must be submitted within one year of the date of stay.
  • Users who post content must have all legal rights to post the content.
  • Reviews of a property must focus on the traveler’s experience renting the property, which will typically focus on the stay but may address other factors relating to the rental process such as inquiries or bookings.
  • Listings and reviews should be accurate.
  • Reviews and responses should not disclose the physical location of the property or the rates charged by the owner or manager.
  • Users cannot post a review or response for the purpose of blackmailing or extorting owners or travelers for money or other consideration. The reviews are for the benefit of future travelers, not to allow one party to threaten the other.

Eligibility

  • Owners and property managers may not review their own properties.
  • The traveler has to have stayed at the property or have been blocked from staying due to the owner's action. See full guidelines for details.