VRBO integration removes direct damage claim access and reduces host protection experience
Hosts using the VRBO integration through Hostfully are no longer able to file damage claims directly through VRBO as they previously could when not integrated.
When not using an integration, VRBO provides a built-in host protection and claim process that is included in their service fee structure. However, once a property is integrated through a PMS (such as Hostfully), hosts are redirected away from VRBO’s native claim system and must handle damage-related issues through the PMS workflow instead.
This creates confusion and concern for hosts, as it feels like:
The claim process is no longer directly accessible through VRBO
The level of protection appears reduced compared to non-integrated listings
Hosts are still paying the same VRBO service fees but receiving a different (and perceived as reduced) protection experience
There is a lack of clarity around what protection still applies under integration vs. non-integration setups
Request / Suggestion:
It would be helpful to:
Clearly document what protections remain active for integrated listings vs. non-integrated ones
Provide a more transparent and equivalent damage claim process for integrated hosts
Ensure integrated hosts are not disadvantaged compared to non-integrated VRBO users in terms of protection and claims handling
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