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17245 Views 59 Replies Latest reply: Mar 22, 2014 4:16 PM by tampabayosh RSS
New Member 11 posts since
Jul 10, 2012
Currently Being Moderated

Jul 10, 2012 1:58 PM

Problems with VacationRentPayments?

We are new owners.(June 2012) We signed up with VRBO/HomeAway's Credit Card process with Reservation Manager. It took about a week to set up and we had a last minute cancellation so we used the credit card feature for a guest that paid on Saturday 6/23, checked in on 6/24 and left on 6/30. As of today (7/10) we still do not have our money! We have been calling and emailing are not getting any answers. Is anyone else having problems with Vacation rentpayments.com?

 

To add to the problem we were told that since we were new owners, we have an escrow arrangement. This means that when a guest pays by credit card they hold the money until 3-5 days after the guest checks in!. So they can hold payments for a year if we booked guests for next summer. Is this legal?

  • msdebj Senior Contributor 1,358 posts since
    May 25, 2011
    Currently Being Moderated
    Jul 10, 2012 2:52 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    Beach, did you get a contract from Vacationrentpayments?  Did you read it carefully?

     

    I don't mean to be preachy, but it is VERY important that you receive a contract that outlines all of the codicils/details  from any financial (3rd party or otherwise)  organization that you  enter into an agreement with.

     

    In MY opinion you must take responsibilty to make sure your are aware of the small print on such agreements.  THEY are selling you a service, for a fee (all CC processing companies do this, and it's become a BIG business). 

     

    I've not been able to verify this, but I think Vacationrentpayments are a fairly new organization that MANY VR rental sites use (all of HA owned sites,Flipkey, etc.) . If you choose to use the payment process your advertising venue is promoting I think your actual  "agreement" is with the 3rd party.

     

    Read the small print and read it again, before you sign up for anything,

     

    I REQUIRE full payment 30 days before a guest's date of arrival- and I have to know it has cleared my bank, so this system would never work for me.

    Debj

     

    Hope this helps. .  .

  • 2barefeet Contributor 89 posts since
    Mar 15, 2011
    Currently Being Moderated
    Jul 10, 2012 3:00 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I have used Reservation Manager since it has been available.  I love it! I know I am one of the few on here that enjoy the benefits of letting someone else (in this case a software package) send emails on my behalf.  I do have a 3-5 day delay of funds deposited into my account.  But I have the final payment due 15 days prior to arrival so that leaves room for holidays, weekends, etc.  I never had funds held longer than 5 days!  Maybe they have changed their policy.  Did you receive a payment receipt?

  • msdebj Senior Contributor 1,358 posts since
    May 25, 2011
    Currently Being Moderated
    Jul 10, 2012 3:26 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    Doubt the Forum will sustain this info, but here's the Agreement:

    VACATION RENTAL COLLECTION AGREEMENT

    THIS Vacation Rent Collection Agreement (this "Agreement") is made and entered into by and between YapStone, Inc., a Delaware corporation ("YapStone") and you ("Client") and is effective as of the date that you indicate your agreement to be bound by this Agreement (the "Effective Date"). BY CLICKING "I AGREE " BELOW AND COMPLETING THE ONLINE REGISTRATION FORM (the "Registration Form"), YOU AGREE TO BE BOUND BY THIS AGREEMENT.

    W I T N E S S E T H: YapStone owns and operates an on-line electronic payment service web site known as VacationRentPayment.com (the "Web Site") that facilitates the collection of rents, security deposits and other rent-related expenses on behalf of real estate property owners/managers from the guests (the "Guests") of such properties; and

    WHEREAS, Client owns and/or manages the guest real estate properties set forth on the Registration Form (each referred to as a "Property" and collectively as the "Properties"); and

    WHEREAS, Client is owed a payment of Rent or Rents (as defined below) by a Guest as a result of a contract entered into between the Guest and the Client with respect to a Property, and the Client desires YapStone to collect the Rent or Rents owed to the Client.

    NOW, THEREFORE, for and in consideration of the mutual covenants contained herein and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the parties agree as follows:

    1.

    SERVICES.

    1.1

    On-line Payments of Rents due. During the term of this Agreement, Client agrees to allow Guests to make Credit Card and Electronic Funds Transfer payments (together, "Electronic Payments") of collectible Rents through the Web Site or other facilities; and in return for the payments referred to in clause 1.9, YapStone agrees with the Client that it will collect Rent or Rents by means of Electronic Payments through YapStone's Web Site or other facilities for and on behalf of the Client ("Rent Collection Services"). Credit Card payments shall include all of the following: consumer credit, consumer debit, commercial credit, and commercial debit cards. For purposes of this Agreement, ?Rent? or ?Rents? shall be defined as rent, security deposits, application fees, property damage protection insurance, and all other amounts, agreed by the Guest and Client to be due from Guest. Client hereby authorizes YapStone to access and use the Client bank account designated on the Registration Form for the purpose of depositing Electronic Payments to Client, and withdrawing applicable fees and chargebacks of Rent payments, as contemplated by this Agreement. YapStone may, in its sole discretion, but only in accordance with applicable law, accept, deny or cancel the ability of any Guest to pay or continue to pay its Rent payments to Client by Electronic Payment through YapStone?s Web Site, for any reason whatsoever. During the term of this Agreement, Client shall not accept Credit Card or other Electronic Payments of Rents from Guests of properties listed on the Registration Form other than through YapStone without the prior written consent of YapStone.

    1.2

    Payment of Rent to Client. Following collection, YapStone shall make commercially reasonable effort to cause payments to be made to Client within one of the following two timelines, with the choice of timeline to be determined by YapStone in its sole discretion, based on Client's history, the Property and other considerations:

    Standard Property Timeline: 

    Client shall receive the Guest's Electronic Payment (minus processing Fees) in Client's bank account no later than two (2) business days following the day a Rent payment is posted, in accordance with the terms of this Agreement, via ACH transfer to Client's bank account.

    (ii)

    Escrow Property Timeline: 

    YapStone will process the Guest's Electronic Payment (minus processing Fees) within twenty four (24) hours after the beginning date of the Guest's reserved period at the rented Property; and Client shall receive the Guest's Electronic Payment (minus processing Fees) in Client's bank account no later than two (2) business days following such twenty four (24) hour period, in accordance with the terms of this Agreement, via ACH transfer to Client's bank account; provided, however, that if a Guest elects not to commence a stay at the rented Property (and has complied with YapStone's revocation process requirements), then YapStone shall not pay over to Client's bank account any Electronic Payment that has been collected by YapStone from such Guest.

    YapStone may offset any payment obligation that YapStone may have to Client under this Agreement against (x) Fees owed by Client hereunder, (y) amounts overpaid to Client due to a later reversal, refund, chargeback or other adjustment to prior Electronic Payment transactions, and (z) any other amounts owed by Client to YapStone under this Agreement or any other agreement.

    1.3

    Guest Information. Client shall provide YapStone with such information as YapStone may lawfully require in order to promptly and accurately perform the Rent Collection Services. Client shall promptly notify YapStone of any and all inaccuracies in, or changes to, the information provided by Client on the Registration Form. YapStone shall in no event be liable for any damages directly or indirectly resulting from Client's failure to provide YapStone with current and correct information in connection with YapStone's performance of the Rent Collection Services hereunder. YapStone will not be responsible for unauthorized use of Guest's credit or credit card information by Client, Client's employees, or any other party associated with Client as a vendor, consultant, or contractor, including but not limited to Guest's name, billing address, credit card number, and credit card expiration date, except to the extent due to YapStone's fault or negligence.

    1.4

    Guest/Client Disputes - Chargebacks. YapStone, acting as a processor of Electronic Payments, follows the payment instructions authorized by Client in this Agreement and authorized by Guests when initiating Electronic Payments. Client shall indemnify, defend and hold harmless YapStone, its affiliates, and its and their officers, directors, agents, employees, and other representatives (the "YapStone Indemnified Parties") from disputes between Client and its Guests. In the event of any chargebacks of Rent payments, YapStone will use commercially reasonable efforts to have such chargebacks investigated following the initial deduction from the Client's bank account(s). Client agrees to cooperate with YapStone and to provide any information that may be reasonably requested by YapStone in its investigation. Client will ultimately be liable for all chargeback liability derived from Rent collected by YapStone, including the Chargeback Fee listed in Schedule "A" hereto.

    1.5

    Marketing Communications. The parties agree that they will not use the other party's name, trademark or service mark or the existence of the contractual relationship between the parties in any press release, marketing, promotional, advertising or any other materials without the other party's prior written consent.

    1.6

    Proprietary Rights. YapStone and its licensors own and will retain all proprietary rights in and to the Rent Collection Services and Web Site (and any derivatives or enhancements thereof) and all development tools, routines, subroutines, applications, software, documentation, content, and other materials that YapStone may use or provide in connection with implementation and operation of the Rent Collection Services and Web Site. Client does not acquire any right, title, or interest in the Rent Collection Services or Web Site. Client agrees not modify, adapt, translate, prepare derivative works from, decompile, reverse engineer, disassemble or otherwise attempt to derive source code from the Web Site or Rent Collection Services.

    1.7

    Right to Use Information. Client acknowledges that YapStone will compile certain information related to the Guests and to the usage of the Rent Collection Services, the Web Site and activities thereon. Such information may include, but is not limited to, the volume of Rent payment transactions and the value of Rent payment transactions. Client agrees that YapStone is authorized to reproduce, license, sell, otherwise use, and generally make such information available, as YapStone may deem appropriate; provided that Client and the Guest will in no case be individually identifiable. Neither Client nor any Guest shall be entitled to notice of such use, nor any fees derived therefrom.

    1.8

    Modification. YapStone may, and reserves the right to, modify the features and functionality of the Rent Collection Services and Web Site, at any time and from time to time without notice; provided, however, that YapStone will not modify the Web Site in a manner that would, in its sole discretion, significantly adversely affect the use thereof, without providing at least ten (10) days prior notice to Client of any such modification. Such notice may be made by means of a posting on, or update to, the Web Site.

    1.9

    Payment for Services. In consideration for the aforementioned Rent Collection Services, Client agrees to pay YapStone "Fees" as described in the attached Schedule A, which are incorporated herein by reference. The Fees payable by Client to YapStone hereunder in each month during the term hereof shall be withheld from Electronic Payments collected for Client by YapStone. YapStone reserves the right to modify the Fees, in its sole discretion, but shall not do so without providing at least ten (10) days prior notice to Client of any such modifications. Such notice may be made by means of a posting on, or update to, the Web Site. Client agrees to pay all reasonable costs of collection, including reasonable attorneys' fees, incurred by YapStone hereunder.

    1.10

    Taxes. Client will pay any applicable taxes, including sales, use, personal property, value-added, excise, customs fees, import duties or stamp duties or other taxes and duties imposed by governmental entities of whatever kind and imposed with respect to the transactions under this Agreement, including penalties and interest, but specifically excluding taxes based upon YapStone's net income. For purposes of clarification, YapStone is not responsible for, and is not the entity collecting sales or income or other taxes with respect to Electronic Payment transactions. Client will promptly provide YapStone with documentation as may be required by the applicable governmental entity in order for YapStone to process payments hereunder (including, without limitation, a valid certificate of Client's exemption from obligation to pay taxes as authorized by the appropriate governmental entity), and YapStone may withhold any payments required to be made hereunder until Client has provided the documentation. Client will promptly provide YapStone with original or certified copies of all tax payments or other sufficient evidence of tax payments at the time the payments are made by Client pursuant to the Agreement.

    1.11

    Limitation on Use of Rent Collection Services/Web Site. Client may not use the Web Site or Rent Collection Services to process Electronic Payments in connection with an illegal transaction. Client shall comply with all applicable YapStone policies, and any other limits concerning use of the Web Site and Rent Collection Services, as updated by YapStone from time to time, including without limitation: YapStone requirements for data security; and (ii) any operating rules and/or policies of the card associations or networks that are used to process the Electronic Payments (as such may be updated from time to time). Notwithstanding anything to the contrary provided herein, YapStone has the right (a) to change, suspend or discontinue the Rent Collection Services or Web Site, in whole or in part, as necessary to perform maintenance or updates to the Web Site or Rent Collection Services and (b) to impose limits on certain features or restrict access to parts or all of the Rent Collection Services or Web Site without notice and without liability when YapStone, in its sole discretion, determines necessary to protect the integrity of the Web Site and Rent Collection Services, to avoid harm to other users, or for any other reason. YapStone may decline to process any Rent payment in connection with, among other reasons, fraud prevention activities, applicable law, or YapStone policies.

    1.12

    Client Warranties. Client may not use the Web Site or Rent Collection Services to process Electronic Payments in connection with an illegal transaction. Client shall comply with all applicable YapStone policies, and any other limits concerning use of the Web Site and Rent Collection Services, as updated by YapStone from time to time, including without limitation: YapStone requirements for data security; and (ii) any operating rules and/or policies of the card associations or networks that are used to process the Electronic Payments (as such may be updated from time to time). Notwithstanding anything to the contrary provided herein, YapStone has the right (a) to change, suspend or discontinue the Rent Collection Services or Web Site, in whole or in part, as necessary to perform maintenance or updates to the Web Site or Rent Collection Services and (b) to impose limits on certain features or restrict access to parts or all of the Rent Collection Services or Web Site without notice and without liability when YapStone, in its sole discretion, determines necessary to protect the integrity of the Web Site and Rent Collection Services, to avoid harm to other users, or for any other reason. YapStone may decline to process any Rent payment in connection with, among other reasons, fraud prevention activities, applicable law, or YapStone policies.

    2.

    DISCLAIMER OF WARRANTIES.

    2.1

    No Warranties. CLIENT ACKNOWLEDGES THAT ITS USE OF THE RENT COLLECTION SERVICES AND WEB SITE IS SUBJECT TO THE FOLLOWING DISCLAIMER OF LIABILITY: EXCEPT FOR ANY EXPRESS WARRANTIES CONTAINED IN THIS AGREEMENT, THE RENT COLLECTION SERVICES AND WEB SITE (INCLUDING ALL CONTENT, SOFTWARE, DATA TRANSMISSION, FUNCTIONS, MATERIALS AND INFORMATION PROVIDED IN CONNECTION WITH OR ACCESSIBLE THROUGH THE SERVICE) ARE PROVIDED "AS IS" AND YAPSTONE, ITS AFFILIATES, AND ITS SUPPLIERS MAKE NO WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, REGARDING THE WEB SITE OR RENT COLLECTION SERVICES PROVIDED HEREUNDER AND SPECIFICALLY DISCLAIM THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND AGAINST INFRINGEMENT, TO THE MAXIMUM EXTENT POSSIBLE BY LAW.

    2.2

    World Wide Web Usage. YapStone and its suppliers make no warranties regarding the quality, reliability, timeliness or security of the world wide web, the internet and other globally linked computer networks, or the web sites established thereon including the Web Site, will be uninterrupted or error free.

    2.3

    Rent Payments. Client acknowledges and agrees that: Client's rentals of properties are transactions between Client and the relevant Guest and not with YapStone or any of YapStone's affiliates; (ii) YapStone is a third-party rent collector for Client and is not a party to any transaction; (iii) YapStone will not be responsible for and does not control if a Guest will make any Rent payments; (iv) YapStone is not a bank or other chartered depository institution; and (v) funds held by YapStone or its service providers (including any bank service providers) in connection with the collection of Rents are not deposit obligations and are not insured for the benefit of Client by any governmental agency.

    3.

    LIMITATION OF LIABILITY/INDEMNITIES.

    3.1

    YAPSTONE SHALL IN NO WAY BE LIABLE TO CLIENT OR ANY GUEST DUE TO ANY DISRUPTION OF THE RENT COLLECTION SERVICES OR WEB SITE OR NON-AVAILABILITY OF THE RENT COLLECTION SERVICES OR WEB SITE DURING WHICH GUESTS ARE UNABLE TO ACCESS OR USE THE RENT COLLECTION SERVICES OR WEB SITE OR ANY FAILURES THAT MAY AFFECT THE RECEIPT, PROCESSING, ACCEPTANCE, COMPLETION OR SETTLEMENT OF ELECTRONIC PAYMENT TRANSACTIONS OR THE RENT COLLECTION SERVICES.

    3.2

    IN NO EVENT WILL EITHER PARTY, ITS AFFILIATES OR ITS SUPPLIERS, BE LIABLE TO THE OTHER PARTY, OR TO ANY THIRD PARTY, FOR CONSEQUENTIAL, EXEMPLARY, INDIRECT, SPECIAL OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS, EVEN IF THE PARTY OTHERWISE LIABLE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT WILL YAPSTONE'S AGGREGATE LIABILITY ARISING OUT OF THIS AGREEMENT EXCEED THE FEES THAT YAPSTONE HAS RECEIVED AND RETAINED UNDER THIS AGREEMENT DURING THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE DATE ON WHICH THE CLAIM ARISES. THE FOREGOING LIMITATIONS WILL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. Each party acknowledges that the other party has entered into this Agreement relying on the limitations of liability stated in this paragraph and that these limitations are an essential basis of the bargain between the parties.

    3.3

    Force Majeure. YapStone will not be responsible for any delays, errors, failures to perform, interruptions or disruptions in the Rent Collection Services or Web Site caused by or resulting from any act, omission or condition beyond YapStone's reasonable control, whether or not foreseeable or identified, including without limitation acts of God, strikes, lockouts, riots, acts of war, governmental regulations, fire, power failure, earthquakes, severe weather, floods or other natural disasters or the failure of Client's, Guest's or any third party's hardware, software or communications equipment or facilities.

    3.4

    Indemnification. (a) Client will indemnify, defend and hold the YapStone Indemnified Parties harmless from and against any and all third party claims, liability, loss, and expense (including damage awards, settlement amounts, and reasonable legal fees) brought against any of the YapStone Indemnified Parties, arising out of or related to Client's use of the Rent Collection Services or Web Site; and/or (ii) any breach of or non-compliance with this Agreement by Client. YapStone may join in defense with counsel of its choice at its own expense. The indemnity obligations set forth in this section will not apply to the extent any claim, loss, liability, demand or expense is the result of the gross negligence or willful misconduct of any indemnified party. The indemnity obligations set forth in this section are contingent upon (1) YapStone providing prompt written notice to Client of any such claim(s), loss(es), liability(ies), action(s), demand(s) or expense(s) (except that Client's obligation to indemnify hereunder shall only be relieved to the extent it is prejudiced by YapStone's failure to provide such notice); and (2) Client having sole control of the defense or settlement of such claim(s), loss(es), liability(ies), action(s), demand(s) or expense(s), at its discretion; provided that any settlement requiring other than the payment of monetary amounts shall be subject to YapStone's consent, not to be unreasonably withheld. At Client's request and expense, YapStone shall cooperate in the investigation, defense and settlement of such claim(s), loss(es), liability(ies), action(s), demand(s) or expense(s).

    (b) YapStone shall defend, indemnify, and hold the Client, its affiliates, and its and their officers, directors, agents, employees, and other representatives (the "Client Indemnified Parties") harmless from and against all claims, losses, liability, actions, demands or expenses arising under any merchant agreement between Client and the merchant bank supplying the merchant account used by YapStone to provide the applicable services under this Agreement, to the extent resulting from any breach of data security or privacy of cardholder information that occurs on YapStone's Web Site. This indemnity will not apply to any chargeback liability covered by Section 1.4 of this Agreement. This indemnity will not apply to the extent that any such claim, loss, liability, action, demand or expense is the result of the negligence or willful misconduct of any Guest or Client Indemnified Party, or to the extent liability is disclaimed or limited by either party under this Agreement. Client may join in defense of any claim hereunder with counsel of its choice at its own expense. The indemnity obligations set forth in this section are contingent upon (1) Client providing prompt written notice to YapStone of any such claim(s), loss(es), liability(ies), action(s), demand(s) or expense(s) (except that YapStone's obligation to indemnify hereunder shall only be relieved to the extent it is prejudiced by Client?s failure to provide such notice); and (2) YapStone having sole control of the defense or settlement of such claim(s), loss(es), liability(ies), action(s), demand(s) or expense(s), at its discretion; provided that any settlement requiring other than the payment of monetary amounts shall be subject to Client's consent, not to be unreasonably withheld. At YapStone's request and expense, the Client shall cooperate in the investigation, defense and settlement of such claim(s), loss(es), liability(ies), action(s), demand(s) or expense(s).

    4.

    CONFIDENTIAL INFORMATION.

    4.1

    Nondisclosure. Each party agrees to keep confidential and to use only for purposes of performing under this Agreement, any proprietary or confidential information of the other party disclosed pursuant to this Agreement which is appropriately marked as confidential or which could reasonably be considered of a proprietary or confidential nature ("Confidential Information"), and, except as otherwise permitted by this Agreement, the terms of this Agreement and all negotiations relating thereto (but not the existence of this Agreement generally). The obligation of confidentiality does not apply to information which is publicly available through no fault of the receiving party, is known by the receiving party at the time of disclosure, is rightfully obtained from a third party who has the right to disclose it, is independently developed by the receiving party without use of the disclosing party's confidential information, or which is required by law to be disclosed. All Confidential Information will remain the property of the disclosing party. Notwithstanding this Section 4, the parties agree and acknowledge that YapStone shall have rights with respect to information regarding the Guests and use of the Rent Collection Services and Web Site as set forth in Section 1.7 hereof.

    5.

    TERM AND TERMINATION.

    5.1

    Term. This Agreement will commence upon the Effective Date and shall continue until terminated by either party in accordance with Section 5.2 below.

    5.2

    Termination. Either party may terminate this Agreement at any time upon at least thirty (30) day's prior written notice. In addition, YapStone may terminate this Agreement at any time upon notice in the event that it determines in its sole discretion that Client has violated the terms of this Agreement, or that continuation of this Agreement: will cause YapStone to violate any laws, rules or regulations; creates a risk of financial harm to YapStone, or is having or is likely to have an adverse effect on the Services, YapStone's reputation, or other YapStone clients.

    5.3

    Effect of Termination.Termination of this Agreement will not relieve either party of any obligation to pay the other party any amounts, Fees or other compensation due and owing to the other party prior to such termination. In addition, Client will remain liable for chargebacks and any other obligations incurred by Client after the expiration or termination of this Agreement. Following the expiration or termination of this Agreement, YapStone may disable Client's access to the Rent Collection Services, or Web Site.

    5.4

    Survival. Sections 1.6, 1.7, 1.8, 1.12, 2, 3, 4 and 6 shall survive termination or expiration of this Agreement, except where otherwise provided.

    6.

    MISCELLANEOUS.

    6.1

    Governing Law and Forum Selection. Client irrevocably agrees that all actions or proceedings arising out of, from or related to this Agreement shall be litigated in local, state or federal court having jurisdiction and located in San Francisco, California. This Agreement shall be governed and controlled by the laws of the State of California as to interpretation, enforcement, validity, construction, effect and in all other respects, without regard to California's choice of law rules. Client and YapStone hereby consent and submit to the jurisdiction of any local, state or federal court located within San Francisco, California and waives any right to transfer or change the venue of any such litigation.

    6.2

    Binding Upon Successors and Assigns. This Agreement shall be binding upon and inure to the benefit of the parties, their successors and permitted assigns. Neither this Agreement nor any right, license, privilege or obligation provided herein may be assigned or transferred by Client without YapStone's prior written consent, which consent shall not be unreasonably withheld, and any attempted assignment or transfer without such consent is void.

    6.3

    Entire Agreement. This Agreement, including the Schedules, contains the entire understanding and agreement between the parties with respect to its subject matter, superseding all prior or contemporaneous representations, understandings, and any other oral or written agreements between the parties with respect to such subject matter.

    6.4

    Severability. If any provision of this Agreement, or the application thereof, is found invalid or unenforceable, that provision will be amended to achieve as nearly as possible the same economic effect as the original provision and the remainder of this Agreement will remain in full force.

    6.5

    Amendment and Changes. This Agreement or any provision hereof may not be changed, amended, supplemented, discharged, terminated or otherwise altered by Client except by a statement in writing signed by YapStone. YapStone will have the right, at its sole and absolute discretion, to change, modify, or amend any portion of this Agreement at any time by posting notification on the Web Site or otherwise communicating the notification to Client. The changes will become effective thirty (30) days after such posting or delivery of such other communication, as applicable; provided, however, that if Client does not agree to such change it shall have the right to terminate this Agreement upon written notice to YapStone delivered prior to the end of such thirty (30) day period.

    6.6

    Waiver. The waiver by either party of any right under this Agreement or the failure to perform or of a breach of any provision of this Agreement will not operate or be construed as a waiver of any other right thereunder or of any other breach or failure whether of a similar nature or otherwise.

    6.7

    Notices. All notices and other communications required or permitted under this Agreement will be in writing and will be deemed effectively delivered upon personal delivery, one (1) business day after deposit for overnight delivery, fees prepaid, with a nationally recognized overnight courier service, upon receipt by facsimile as confirmed by transmission receipt, or five (5) days after deposit in the mail, postage prepaid, by certified or registered mail, addressed to such party at their addressees set forth for YapStone, on the Web Site and (ii) for Client, on the Registration Form.. Any party may change its address for such communications by giving an appropriate notice to the other party in conformity with this Section.

    6.8

    Captions and Headings. The captions and headings appearing in this Agreement are for reference only and will not be considered in construing this Agreement.

    SCHEDULE "A" (FEE OPTIONS)

    Card AcceptanceYapstone Transaction Processing Rate
    Visa/Mastercard/Discover2.5% of Transaction Amount
    International Surcharge1.25% of Transaction Amount
    Chargeback Fee$25.00 per Chargeback
    ACH/eCheckYapstone Transaction Processing Rate
    Basic ACH/eCheck Processing0.0% of Transaction Amount
    NSF Fee$25.00 per NSF
      • Currently Being Moderated
        Jul 17, 2012 11:38 AM (in response to beachwalk121)
        Re: Problems with VacationRentPayments?

        I am having a problem very similar to yours and some of the others posted.  It is very hard to actually talk to VRPs customer service and when you do , you don't get any real answers.  I finally spoke to someone yesterday who apologized for the problem and poor customer service.  He told me that they were going to circumvent the system and wire the funds they have been holding from me into my bank account today or tomorrow.  I am still waiting for a phonecall that was promised to me for this morning as a status update.  I have his name and number and will call later today if I don't hear anything.  If that doesn't work, I will go to the media.  Have you heard anything?  Has your money been sent to you yet?

  • Contributor 62 posts since
    Nov 2, 2011
    Currently Being Moderated
    Jul 11, 2012 1:10 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    Hi Beachwalk 121, can you provide more information?

     

    When you spoke to them on the phone and emailed, what reason did they give you for not sending your money? Have you called them every day since the two days were up? Did they tell you why it's taken 17 days? Do you know for sure that the person who stayed hasn't charged back, or asked for a refund? Are you sure your guest actually paid? Without knowing what they are telling you, it's hard for us to provide you with any real solution.

  • New Member 3 posts since
    Jul 12, 2012
    Currently Being Moderated
    Jul 12, 2012 8:33 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I have had a few problems with Vacation Rent Payments and have been very frustrated in the lack of responsiveness from Vacation Rent Payements, VRBO and Home Away.  I had 2 situations with payments.  One is where a payment for a client was processed twice, but only showed up on my dashboard once.  I didn't want to process a refund, since then I have no record of the payment.  I wanted it to be handled right.  I felt like a ping pong ball getting bounced back and forth between VRBO and Vacation Rent Payments with no one able to solve the problem.  My customer disputed the extra charge through her credit card company and I was charged a $25 fee!!!!  Finally got someone on the phone and the said I would get a credit for the $25, but to date no credit and no response at all to my phone calls or emails.  Problem #2 - Customer got a message saying their was a problem with their payment and it didn't go through.  Turns out it did indeed go through but was still showing up as unpaid and overdue, even though I did end up receiving the deposit.  And again, when I first called up to try and confirm if the payment went through or not, no one could answer me!!! Seemed like a simple enought question, but no one I spoke with at either VRBO or Vacation Rent Payment had a clue, nor did they ever get back to me and its been well over a month.  They two companies like to say it's the other guys problem -- call them.  VERY Frustrating!!! 

  • New Member 4 posts since
    Jul 13, 2012
    Currently Being Moderated
    Jul 13, 2012 12:55 AM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I am also having fatal problems with VRP. Four weeks ago I applied for credit card approval. I never received any response as to whether I was approved, or how long it would take. Since in other sites it takes 3-5 days, after a week I did a one day test booking for $700. On June 25, VRP deducted the money from my credit card. When it did not show up within three days in my bank account, I wrote VRP and received word of the escrow policy that allow them to hold onto deposits until the check-in day. In other words there is a vested interest in delaying the credit card approval since VRP gets the float on our funds until check in. However, my booking was for the July 1, so it should have been in my account by the 5th.  By July 8 there was still no deposit. I wrote VRBO and asked for an explanation. The sluffed it off to VRB. I wrote VRB three days ago. They never responded. I called VRB and after 10 minutes in VM was offered the opportunity to get a call back. They never called back. Finally today I called again and got through. They explained that 1. They had no way of knowing how long it would take to approve my credit card application. 2. They said a "glitch" in their system meant that it would take up to 15 days from the booking to transfer my money.

     

    So lets review. I am trying to run a business. VRP cannot review the application in a timely fashion. Their tech allows them to receive funds, but not distribute them. They cannot answer emails or phone calls.

     

    This is truly discraceful. I received approval from Paypal in three days and in three weeks processed nearly 20k of rent payments and deposits, including Am Ex, which VRP does not take. In my opinion VRP is currently withholding my funds and not coming clean about the reasons. Until they are capable of acting like a professional operation, they should be avoided. If this had happened with one of my paying customers the resulting spam could have dealt a critical blow to my business. I strongly suggest you use Paypal until there is a long record of VRP working out their teething pains.

      • New Member 4 posts since
        Jul 13, 2012
        Currently Being Moderated
        Jul 13, 2012 11:22 AM (in response to beachwalk121)
        Re: Problems with VacationRentPayments?

        Hi Beachwalk, You would think that the gold mine of processing credit card charges in the thousands would motivate them to clean up their act. I just listed with airbnb to see if that gets a better service. They also do not release funds until the renter arrives, but the service is free and seems to be coming on strong.

         

        Yours,

         

        Chris

    • rebeccab New Member 2 posts since
      Jun 12, 2013
      Currently Being Moderated
      Jun 12, 2013 1:54 PM (in response to yelfer)
      Re: Problems with VacationRentPayments?

      This reply is to all these posts.  I've spoken to 3 different Vacation Rent Payment support reps.  No one will let me speak to a supervisor.  I've written many emails.  My first property posted a year ago using VacationRent Payments went fine, NO ESCROW.  I got paid deposits within 1 week into my bank account and the final payment too whether or not the guest had checked in.  I added a second property, SAME BANK ACCOUNT, and they put me in an ESCROW where I don't receive any money for days after the guest is staying.  They would not change the account to the same terms as the NO ESCROW account -- although I have a flawless record with VRP, and VRBO and travelers.  Asking customer service at VRP and VRBO was crazy.  I got a different story every time.  I even resubmitted by scan their own "bank Change form" because they wanted a different Social Security number, the other partner's (probably better credit or something to get me out of escrow)  I did all they asked, but they never acted.  After 3 written "Please Cancel Me" requests, a week later they cancelled me...BUT THEY ARE HOLDING $20,000.00 OF PAYMENTS!!!!

       

      ANYONE WANT TO DO A CLASS ACTION LAWSUIT?  If this company is going under, we better act fast.  The sad thing is, it was working very well until I added the next property and they made it an escrow -- holding the money--- account.

       

      I will try pay pal.  Any other services for payment you owners recommend?

  • elr New Member 5 posts since
    Jun 19, 2012
    Currently Being Moderated
    Jul 13, 2012 3:26 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I signed up on VRBO 2 weeks ago and went through their Reservation Manager as well.  I had my first renter in my property through VRBO on 6/29/12 and checked out on 7/1/12.  As of today, I still have not received my payment yet.  I been on the phone with VRBO and VacationRentPayment (VRP) since 7/2/12 and just got off the phone with them again today.  I have been getting VRP's best trained answer is that "we're having technical problem in our escrow system and thus can not release the funds yet".  I am very frustrated dealing with these guys and getting the bounced around from them!!!

     

    My 1st renter has been on me since 2 days after his check-out and wanting his damage deposit refund as I can not do that since I didn't get my the payment from VRP.  I have explained to the renter about the VRP problems and hoping that he'll understand.  But I'm really concern that he will write a bad review on my listing and can be very damaging as a 1st review!

     

    I'm also on airbnb since April and had 5-6 renter transactions without one single problems. 

     

    Daniel

    • msdebj Senior Contributor 1,358 posts since
      May 25, 2011
      Currently Being Moderated
      Jul 13, 2012 4:00 PM (in response to elr)
      Re: Problems with VacationRentPayments?

      These are horrible stories that affect our entire industry. It only takes ONE guest  to  have  a bad experience with the payment system you use. They won't be back, and may never use HA/VRBO again.

       

      Add to that the fact that Owners are out $$  legally due to them for the product(home) they are providing and you have a nightmare. I'm so sad to hear that fellow Owners, especially new Owners, were promised a payment product  they have no control over. And now they have no real recourse, it seems.

       

      I personally 'Escrow" my guests' payments and damage deposits because I have a strong business plan, but then I don't use Reservation Manager, or any other payment processing company I've not researched VERY well.

       

      ANY Escrow system should be set up for 1 reason - to insure that money paid in good faith will be available to the customer ( be they owner or traveler)  in the event a contractual situation arises and there is a legitmate need for a payment/refund.  

       

      I can't imagine any company having such a cavalier attitude about MONEY transactions for everyone they claim to  offer "secure payment" service to.  Well, at least not if they plan to stay in business for long.

       

      I wonder what would happen if I told MY creditors that my IT system was having issues, and I'd get the  money to them as soon as I get those issues resolved!

       

      I hope you all get some resolution FAST. Please keep us posted, so we can pass the word on to otehrs in our VR owner community.

      Debj

      
        • anja Senior Contributor 1,556 posts since
          Aug 9, 2011
          Currently Being Moderated
          Jul 13, 2012 4:50 PM (in response to beachwalk121)
          Re: Problems with VacationRentPayments?

          beachwalk121,

          This is such a bad situation for you to be in...for anyone in our trade to be in.  I'm very keen on good customer relations --- between me and MY customer {guests}. That is what will make or break your reputation and business.  \

           

          Have you explained to them what your situation is?  Are they "understanding" and  patiently waiting....or are they upset with you?  Are you being threatened with a bad review, or other legal action, against you?

           

          So, how are you managing *your customer relations*....what have you told your customer {your guest} and what is their response to you?

            • anja Senior Contributor 1,556 posts since
              Aug 9, 2011
              Currently Being Moderated
              Jul 15, 2012 11:54 AM (in response to beachwalk121)
              Re: Problems with VacationRentPayments?

               

              The guest doesn't even know that I never got her money from Yapstone.

               

               

              I must have misunderstood....my pardon....I thought that you had to refund money to the guests...a security deposit,/ damage fee, for example.

               

              Owners seem to always be between a rock and a hard place --- they sign on as customers for certain biz services...and when the service falls short - are so vulnerable.  Yet, it's owners who are so easily excoriated for any mishap that should occur by *their* customers (guests), who use threats of extortion, legal suits and public floggings (bad reviews) when they do not feel "served" for what they signed on for.

               

              I feel your frustration.  I hope this is resolved soon.

      • robert.larick New Member 23 posts since
        Mar 25, 2013
        Currently Being Moderated
        May 24, 2013 9:51 PM (in response to msdebj)
        Re: Problems with VacationRentPayments?

        well said. but add this caveat in.  I feel extorted in that If I or my guests don't pay the 2.5% fee then I am not as legitimate as an owner displying a badge.  I am told that I am not going to have as many inquiries if I don't diplay badges. 

         

        Not Done.. It gets better..

         

        I want potential guests to view me as legitimate..  so I know!  I'll start accepting PayPal and use thier buttons and badges in my listing,  nooooooo....  not allowed.

         

        Ask why PayPal buttons aren't allowed to be used in the listing

    • susaninrehoboth Active Contributor 878 posts since
      Sep 3, 2011
      Currently Being Moderated
      Jul 13, 2012 4:11 PM (in response to elr)
      Re: Problems with VacationRentPayments?

      Although I feel bad for you, I feel worse for the tenant. He paid his security deposit to rent your house, didn't cause damage and thus deserves his deposit back in a timely manner. 2 days is pushing it but IMHO should have the deposit refunded within a week. Your problem with reservation manager isn't (or at least shouldn't be) his problem.

      Your lease should contain a clause as to how many days after check out until security deposit is returned or tenant receives reason to not return part or all of deposit. States have laws as to how long a security deposit should be held.

      • lakeguy New Member 18 posts since
        Jul 13, 2012
        Currently Being Moderated
        Jul 13, 2012 4:57 PM (in response to susaninrehoboth)
        Re: Problems with VacationRentPayments?

        I'm in the same boat. I had one renter pay by credit card on 6/24 for rental to start 7/8 and it was disbursed on schedule on 7/9. Another renter paid $949 on 7/3 for rental to start on 7/8 and YAPSTONE is holding it. I've gone to the dashboard and unchecked the credit cards to at least eliminate more problems, but I have over $13K in pending credit card transactions and no one at either vrbo or vacationrentpayments will tell me if they have a clue what's wrong or when the problem is likely to be fixed.The most obvious customer service solution is to send us a paper check for the credit card funds they agree has been deposited in their account. The solution to the software problem they're experiencing is to roll it back to a version before they started having these problems...unless of course they' had these problems all along.

        • msdebj Senior Contributor 1,358 posts since
          May 25, 2011
          Currently Being Moderated
          Jul 13, 2012 7:00 PM (in response to lakeguy)
          Re: Problems with VacationRentPayments?

          Lake says:: > I had one renter pay by credit card on 6/24 for rental to start 7/8 and it was disbursed on schedule on 7/9. Another renter paid $949 on 7/3 for rental to start on 7/8 and YAPSTONE is holding it.

          Are you dates correct? It looks like you had 2 seperate guests arrivng on 7/8. THAT could be a problem.

          Debj

          
          • lakeguy New Member 18 posts since
            Jul 13, 2012
            Currently Being Moderated
            Jul 13, 2012 7:50 PM (in response to msdebj)
            Re: Problems with VacationRentPayments?

            Sorry, I had the dates wrong. My mind is occupied with rapidly trying to get my other guests reservations straightened out.

             

            The first renter came in on 7/6 having paid on 7/3. This is the one that hasn't been disbursed.

             

            The second renter who paid on 6/24 arrived on 7/8 when renter #1 left.  His funds were disbursed.

             

      • elr New Member 5 posts since
        Jun 19, 2012
        Currently Being Moderated
        Jul 13, 2012 6:04 PM (in response to susaninrehoboth)
        Re: Problems with VacationRentPayments?

        VRP does not allow a refund if the fund has not been received by the owner.  So, I don't even have that option. 

        • lakeguy New Member 18 posts since
          Jul 13, 2012
          Currently Being Moderated
          Jul 13, 2012 7:51 PM (in response to elr)
          Re: Problems with VacationRentPayments?

          So if the payment's not received, cancel payment request and the reservation and enter a new reservation, emailing your renter to send you a check to cover the rent.

          • msdebj Senior Contributor 1,358 posts since
            May 25, 2011
            Currently Being Moderated
            Jul 13, 2012 8:06 PM (in response to lakeguy)
            Re: Problems with VacationRentPayments?

            WOW! What a mess!  I know you're simply trying to play by the RM rules, but it looks like they- HA/VRBO's RM  process - is killing you and  really huritng you and your prospects. 

             

            I'm starting to think those with these RM issues need to band together and go to the Press. Maybe then you'd get some attention.

             

            I have a few personal contacts with some of the larger (not largest) financial/legislative   media. Maybe I can help. I'm willing to try.

             

            Today's banking laws are so loosey goosey that these entities think they can just screw ya- and maybe they can. Doesn't make any of it right, though.

            Kind regards- let me know,

            Msdebj

            • lakeguy New Member 18 posts since
              Jul 13, 2012
              Currently Being Moderated
              Jul 13, 2012 8:21 PM (in response to msdebj)
              Re: Problems with VacationRentPayments?

              I agree that it's a mess. I just wonder how many more owners are out there waiting for the credit card funds to be disbursed. I find it curious that the VRBO folks like patrick haven't commented to let us know that they're "working on this" and "we'll make it right." That's a real cause to be worried, I think.

            • New Member 4 posts since
              Jul 13, 2012
              Currently Being Moderated
              Jul 17, 2012 11:34 AM (in response to msdebj)
              Re: Problems with VacationRentPayments?

              Dear msdebj, Yes I think you should go to the press. Immidiately if possible. This is an outrageous situation. VRP has now held onto my $700 for 16 days past the check in, They are like an airline that has gone out of business and is stranding passengers in a foreign country.People need to be alerted before more money is given to them. Fortunately I ran this one as a test and can claw it back through my credit card company.

          • elr New Member 5 posts since
            Jun 19, 2012
            Currently Being Moderated
            Jul 13, 2012 10:31 PM (in response to lakeguy)
            Re: Problems with VacationRentPayments?

            Cancel payment request and the reservation and enter a new reservation will work if the renter is willing to through the hassel to make the changes and given there is enough time for check to cleared prior to the check-in date. I have a renter coming up on 7/21/12 and am tempted to go this route.  However, my time line is less than 10 days away and am really concern for my guests and myself of VRP will continue to function with their broken ways.

             

            I have decided to change my form of payment to be e-check only until VRP resolved their problems.

  • patrickduncan HomeAway Employee 143 posts since
    Mar 21, 2011
    Currently Being Moderated
    Jul 17, 2012 5:10 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    Hi everyone -

     

    We sincerely apologize for the trouble this issue is causing and greatly appreciate your feedback and patience. Our team is working closely with VacationRentPayment to investigate and we hope to have an update and resolution soon.

     

    In the meantime, if you have not already contacted HomeAway or VRBO Customer Support, please send me a private message with the following information (which will help us identify the root cause more quickly):

     

    1. Your name
    2. Your listing ID
    3. Your listing email
    4. The name of the guest
    5. The reservation dates of the affected reservation

     

    If you've already contact Customer Support, there's no need to send me this information as our team is already investigating all reported cases.

     

    Best,

    Patrick

    • elr New Member 5 posts since
      Jun 19, 2012
      Currently Being Moderated
      Jul 17, 2012 8:00 PM (in response to patrickduncan)
      Re: Problems with VacationRentPayments?

      Dear Patrick,

       

      1.  Daniel Hang (Property Manager) / Glenn Tse (Property Owner)

      2.  Listing ID #424490

      3.  Listing email:  dqh098@gmail.com

      4.  Name of Guest:  Marc Grow

      5.  Reservation Date Affected:  6/29/12 - 7/1/12

       

      My concern is also is facing a bad review from my first renter not being

      able to get his refund damage deposit in a timely manner and I hope you

      will understand the significance that it can hurt my rental on your site.

      I'm totally disappointed with your and Vacation Rent Payment services.  It

      is unbelievable to me how I was getting tossed back and forth between your

      two company's service reps of which company is responsible for what.

       

      I have a renter coming this Saturaday (7/14/12) booked through your two

      companies' services and I'm really concerned!

       

      Regards,

      Daniel

    • New Member 3 posts since
      Jul 12, 2012
      Currently Being Moderated
      Jul 17, 2012 8:55 PM (in response to patrickduncan)
      Re: Problems with VacationRentPayments?

      Today I got so fed up that I went onto the web page for YapStone.  I found the founder and chief executive officer Matthew Golis.  I sent him an email at MGolis@yapstone.com and relayed my concerns and my telephone number.  He called me back within hours and explainded that he is aware of everyone's issues.  They are supposedly working on some fixes and other issues, including the getting bounced back and forth between VRP and VRBO/Homeaway.  Regarding the holdling of funds, his response was that for certain clients that may be new to VRP is a risk mitigation for VRP that they have delayed settlement.  But froom what all of you are saying it seems a bit extreme to be a delayed settlement issue.  He asked me to relay to all of you that they are working to make things better.  I was pleasantly surprised when he personallly call me back. You may want to try the same tact.  Best to all. 

      • lakeguy New Member 18 posts since
        Jul 13, 2012
        Currently Being Moderated
        Jul 18, 2012 3:16 AM (in response to ckrealty)
        Re: Problems with VacationRentPayments?

        I had been unable to get the email address, and my emails to yapstone customer service to follow up on my phone conversations were being ignored. Thanks to your detective work, I've cobbled together an email and sent it to all the management team at yapstone. Surely someone is responsible for this product on a daily basis and we can get them to just sit down and start writing paper checks if there is a computer programming error.

         

        At any rate, here are the other emails you may want to contact. Maybe if their in boxes get full enough it will get their attention.  ybohanan@yapstone.com; bevick@yapstone.com; mdenbeau@yapstone.com; aspeakman@yapstone.com; btzekin@yapstone.com; dgaspar@yapstone.com plus, of course  mgolis@yapstone.com

         

        Here's an excerpt from my email:

        By the way, when I called your customer service department yesterday morning I was told that "everyone whose funds are in escrow is affected", "hundreds are affected," "VRBO and vacationrentpayments are having meetings every day." When I asked straight out "Should I be taking any more credit card payments?" The statement was that "I wouldn't do it until this is resolved." 

         

        So my question to you is: Is this a computer problem that seems to have your staff stymied or is it a risk mitigation strategy on your part that was not made clear to me when I signed up for your service and which was not, in fact, put in place when my first six credit card customers funds were disbursed within the 2-3 day timeframe.

      • rebeccab New Member 2 posts since
        Jun 12, 2013
        Currently Being Moderated
        Jun 12, 2013 2:28 PM (in response to ckrealty)
        Re: Problems with VacationRentPayments?

        Thank you for his email!!  I just sent a long letter to him.  I'm so glad he called  you back and said what he did, it gives me hope.  I have had a great experience with a "non-escrow" payment account with them, but they threw my second property I just listed into an "escrow" account.  Their customer service was horrible, ineffective, and painful in long duration of phone calls.  Bad attitudes, etc,  I sure hope this entity is not going to go under, that would be a financial nightmare for me, they are holding $20,000 of rent!

      • patrickduncan HomeAway Employee 143 posts since
        Mar 21, 2011
        Currently Being Moderated
        Jul 18, 2012 1:28 PM (in response to beachwalk121)
        Re: Problems with VacationRentPayments?

        Hi Tom and everyone -

         

        We are continuing the investigation as we speak, but the quick update is that we identified and resolved 2 bugs which were causing payment disbursements to faiil for a limited number of customers. All funds that were set to be disbursed have been, and should be available into your account in 3 - 5 business days (timing varies by bank). I will have more information to share later this afternoon.

         

        Thanks again for your patience.

         

        Patrick

        • Currently Being Moderated
          Jul 19, 2012 9:43 AM (in response to patrickduncan)
          Re: Problems with VacationRentPayments?

          I received an email detailing the disbursements that will be made today....finally.  I was surprised to see that VRP actually charged me for the service when it was so messed up.  VRP should not be deducting a service fee from disbursements to customers who have had their funds held.  I know I have wasted hours on phonecalls and research due to this problem and my time is worth something too.

          • New Member 4 posts since
            Jul 13, 2012
            Currently Being Moderated
            Jul 19, 2012 11:33 AM (in response to sunriser)
            Re: Problems with VacationRentPayments?

            I received one of those emails two days ago. Unfortunately it was vaporgelt. The funds have yet to appear.

             

            yelfer

              • New Member 1 posts since
                Jul 19, 2012
                Currently Being Moderated
                Jul 19, 2012 3:33 PM (in response to beachwalk121)
                Re: Problems with VacationRentPayments?

                Dear Tom and Valued Customers,

                On behalf of VacationRentPayment, the payment processing partner for HomeAway.com and VRBO.com, we are sorry for the inconvenience and concern that our recent disbursement issue has caused.

                 

                Since confirming that there was an issue, our engineering team has been working with HomeAway & VRBO to determine what caused the issue, and which customers were impacted. The root cause of this issue was a communication error between our systems which has been fixed.


                At this time, we have initiated disbursements to all customers whose funding was delayed by this issue. Those customers will have funds deposited into their bank accounts no later than Tuesday, July 24th.

                 

                Separately, we are reviewing the fees charged to customers impacted by this issue. We will be communicating with these customers via email and refunding fees associated with these transactions next week.

                 

                While only a small subset of disbursements were delayed as a result of this system issue, we take any customer inconvenience very seriously and apologize for the delayed funding.

                 

                We appreciate your patience as we address this issue. We value your business, and look forward to serving you.

                 

                If you have any concerns or questions, please don’t hesitate to contact us at HomeAway@vacationrentpayment.com or 866-210-6106 between 5AM and 5PM (PST), 7 days a week.

                Matt Golis


                Chief Executive Officer
                VacationRentPayment

  • New Member 1 posts since
    Jul 17, 2012
    Currently Being Moderated
    Jul 17, 2012 7:50 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I am having the same issue...started using VRP as a convenience June 25th and now have over $20,000 is rental bookings with  renters having checked in/out and not having received any funds. I too have called VRP and Home Away and I do appreciate HA customer service and empathy...NO ONE seems to be able to solve this problem. VRP states YEAH we know we have a problem but do not know when it well be fixed.

     

    Well they know how to get your money IN but disbursing is a problem? I am worried are the FUNDS in the escrow account?? I am worried we are going to read about this in the newspaper...Where are Brian Sharples and  Carl Shepard  Co-Founders of HA doing?  Beyond Frustrated and left ask Renters to not use VRP...Okay so my operating costs are continuing and my disappointment as fast as my unpaid funds.

  • lakeguy New Member 18 posts since
    Jul 13, 2012
    Currently Being Moderated
    Jul 18, 2012 3:24 AM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    Here's an idea that harks back to the activism of the 60's. Maybe it's worth a try today.

     

    Step 1: Send an email to all those contacts at yapstone. Wherever you are, just send them this message: ‘Send me my money.’ Including, of course, your name, address and phone number.  And hit SEND. 

     

    Step 2: Then, send your VRBO contact another email, using the equally timeless words of Peter Finch in Network: ‘I'm as mad as hell, and I'm not going to take this anymore!’ And hit SEND.

     

    To Paraphrase Arlo: You know, if one person, just one person does it they may think he's really sick and they won't pay attention.  And if two people, two people do it, in harmony, or if three people do it, three, can you imagine, three people sending their representative those messages, they may think it's an organization.  And can you, can you imagine fifty people a day, I said fifty people a day emailing their representative a request for their money and telling them they’re not going to take this anymore.  Friends they may think it's a movement.

    • msdebj Senior Contributor 1,358 posts since
      May 25, 2011
      Currently Being Moderated
      Jul 18, 2012 1:16 PM (in response to lakeguy)
      Re: Problems with VacationRentPayments?

      If you are out of pocket money owed to you by Vacationrentalspayments (or another processing entity), and you are not getting any resolution you can try this - if you are in the US.

       

      Contact your state's Attorney General's office.  Depending on your state, they may be able to help you, or at least point you in the right direction. 

       

      Best of luck....

      Debj

  • elr New Member 5 posts since
    Jun 19, 2012
    Currently Being Moderated
    Jul 19, 2012 1:48 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I finally received my payment from VRP last night.  Thank god.

     

    Hope they fixed their bugs and we don't have to face another more of these challenges in the future!

     

    Good luck to all whoes status is still pending!

  • New Member 1 posts since
    Apr 16, 2012
    Currently Being Moderated
    Jul 20, 2012 1:02 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    Don't even get me started with this issue. We have multiple properties with VRBO and never had this escrow issue occur until the last few weeks. Half of our properties were suddenly put into escrow and our funds were held - one was scheduled to be held for a month and a half, AFTER our guests checked out! This is poor busines, period. To think that a company as reputable as VRBO is doing business with VacationRentPayment, who is apparently profiting off of holding our money for extended periods of time is mindblowing. VacationRentPayment's business practices seem to verge on criminal activity, and my best message to all of you is DO NOT USE RESERVATION MANAGER as long as they are partnered with VacationRentPayment. The lack of customer service between both of organizations has been unbelievable, and the money lost is beyond damaging. It has affected our rapport with customers who have awaited their damage deposits, and we've lost income we rely upon for weeks on end. We have cancelled all of our remaining payments with ReservationManager and will be using PayPal moving forward. It was not until we threatened to pull all of our listings from VRBO that we actually got some sort of action from VRBO customer service. Very disappointed in both companies and their lack of response time in this issue.

      • anja Senior Contributor 1,556 posts since
        Aug 9, 2011
        Currently Being Moderated
        Jul 21, 2012 1:35 PM (in response to beachwalk121)
        Re: Problems with VacationRentPayments?

        The private vacation rental property owner is so grossly under represented, IMO...and what I mean by that, is "unprotected".  Owners are being pushed around by local governments, their community housing associations, and *third party* payment processors and *advertising companies*.

         

        It's surprising to me the level of abuse that we owners are subjected to and put up with.  Our "plight" gets no attention...no representation. Travelers are venting  all over the Internet about owners...yet sometimes we owners are in between a rock and a hard place.  We are unprotected. We have to face  up,  individually, to every other entity and group that either doesn't like our business, and other companies who perceive us as "weak"  because we are under represented.  I can not imagine why more of us are not doing what you did, beachwalk121, and report to the BBB when we are feeling ill served, as property owners, by all third-party vendors who are happy to market directly to us, accept our fees and when something isn't working right, then refer us to either their "partners" or  "their fine print".

         

        I think we may be among the poorest organized business group that exists,  in the USA. We put up with offenses against us as clients of vendors that no other client [consumer] would tolerate.  Venting in forums is a nice vehicle where we can commiserate, but we have to remember to use the support services for consumers, such as Consumer Reports, BBB and maybe even report to the FTC about how we, as consumers are mistreated by advertising portals and other third-party vendors claiming to "service" the "vacation rental by owner" sector ...contracting directly with the owners who are in the most vulnerable positions -- as we are always under scrutiny, judged and often directly attacked, from different sides.

         

        We are upstanding people who work in an under-recognized service sector....we provide hospitality services...we provide valued revenues to our commmunities....we are consumers, we are investors in properties, we are tax-paying citizens.

         

        Why are we not better organized in the vacation-rental-by-owner trade, on a national level?

  • dianeb New Member 7 posts since
    Jul 20, 2012
    Currently Being Moderated
    Jul 20, 2012 3:52 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I have been using the HA/VRBO reservation & payment system since listing my vacation home in Florida in  January 2012.  I have had no problems at all with payments received being transferred to my bank account nor with returning security deposits to my guests. The only issue one ( UK ) guest has had was an apparant refusal from HA to accept the credit card he wanted to use, presumablky because that card converted $US charges to GBP with a very low spread.

    However, reading through the earlier posts it seems that something may have changed recently.

    My last transaction was a payment by my guest on July 11th that was deposited to my bank account on July 16th, I don't have a problem with the short delay but has anyone noticed a change in the processing times in just the last day or so?

  • fleurdesound New Member 1 posts since
    May 24, 2013
    Currently Being Moderated
    May 24, 2013 6:44 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I have a VacationRentPayment (VRP) / HomeAway (HA) nightmare story to share.  I needed to cancel and refund a rental from a renter who used e-check for his deposit.  When I used HA's site to refund his payment, I got an error.  HA told me I had to wait 14 days for the e-check to clear.  I informed the renter and waited the 14 days.  After waiting the appropriate time, I tried to refund his deposit again, and got an error again.  HA told me to call VRP for help.  I called VRP, and they said they would handle the refund.  After several days and multiple phone calls and unanswered e-mails, I received the refund instead of my renter.  Now 3 weeks after the cancelation, I called HA, and the customer service representative said there was nothing he could do to help, and that I was going to have to write a refund check to the renter.  So, I e-mailed the renter, copied HA and VRP, and told him I would overnight him his refund check. 

     

    Now, I thought the deal was done, but a week later, VRP sends me an e-mail saying they were reversing the deposit and sending it to my renter, who had already cashed my refund check.  I immediately called VRP and asked them to cancel the transaction, and they said they could not.  So, HA and VRP left me holding the bag to go the the renter and beg for my money back that was double refunded to him because of their broken system.

     

    VRP had the nerve to tell me that I had not properly communicated with them, when in fact, I sent them at least 6 unanswered e-mails trying to deal with the problem.

     

    This is our first year as an owner, and have already generated about $50K of revenue going through VRP.  We are now looking for alternatives for payment.  Does anyone have any suggestions for better payment alternatives?

    • robert.larick New Member 23 posts since
      Mar 25, 2013
      Currently Being Moderated
      May 24, 2013 9:44 PM (in response to fleurdesound)
      Re: Problems with VacationRentPayments?

      yes.. go back to the premise on which this and other sites were developed.  Presumption: You are a homeowner with a home the you want to share with others.  You are willing to establish a relationship that allows others to use your home for a fee.  Get back to basics.  Unless of course the home is listed more from a commercial perspective, that is that it is marketed solely for the purpose of generating income.

       

      I am fortunate to be in a high demand area.  When I sit down and start answering inquiries, it takes/took one week to book the 10 or so peak summer weeks.  I require a Reservation/security deposit through PayPal to determine who is serious and stop multiple reservations due to the instantaneous transfer feature.  (ex eCheck)

       

      After light correspondence, I then send formal booking confirmation, invoice with payment schedule, Rental Rules and indemnification which constitute the agreement.  The agreement is drafted and edited specifically (personalized). I accept all forms of payment except credit cards.  50% due 60 days prior balance 14 days prior to arrival.  Personal checks are always the perferred method my guests use.  2 out of 10 use PayPal, probably due to the buyer protection it provides. I loose 3%, I don't quibble if my has chosen this method of payment.

       

      My bank USAA has a depost at home option where the check is scanned and then deposted instantly. I presume other large banks also offer this deposit feature. It works very well even by phone with a mobile app.   I have never had a problem  with any payments. About 30% leave the reservation/security deposit on a retainer towards future reservations.  I don't require deposits from invited returning guests.

       

      I will not use the online payment service now offered through HA . Nor will I, or my guests be extorted by homeaway for the 2.5% fee. Homeaway intimidates you into using this system by using scare tactics such as; you aren't going to get the traffic if you don't have badges that denote online booking and payments. They say you aren't  as credible as those who display these little Icons.  Dont' fall for it. Ask why HA and VRBO won't allow the use of PayPal buttons for payment ?  I digress, sorry.

       

      The payment system depersonalizes the very nature of what the acronym stands for.  Vacation Rental by Owner.  When services like the Reservation Manager online payments system are accepted... Your guests are entering into a triparty agreement.  Just look at the shear size of the agreement that HA and VRBOI want you to sign..  Let that be the first indication to run!!!!

       

      I believe that if you keep it simple by communicating the basics of your expectations for the renting of your home, you will find that most are thankful for the opportunity to rent your home. Subsequently no problems.

       

      Here again, this only applies if the home is indeed personal and that you are sharing it with others.  I can't help you if your renting is of a generic sterilzed home for the sole purpose of generating income. 

  • tampabayosh New Member 1 posts since
    Feb 1, 2014
    Currently Being Moderated
    Mar 22, 2014 4:16 PM (in response to beachwalk121)
    Re: Problems with VacationRentPayments?

    I have been with HomeAway, VRBO and FlipKey for four years during this period I've rented over 1,000 nights.  I recently placed one of my properties on HomeAway and VRBO and switched to a commission and online payment system. 

     

    I signed up for this on Feb 23, 2014 and received word that they did not have my Social Security Number in the system at YapStone.  I faxed a credit check authorization and by Feb. 27, 2014 was advised I was all set.  First online transaction paid on March 2, 2014 for a week visit checking in March 10, 2014.  Notification of that transaction reports disbursement will be on April 2, 2014.  2nd online transaction March 5, 2014 for 6 night stay April 19-26 and this report indicates they will make distribution to my bank account March 21, 2014. 

     

    On March 22, I checked my bank account looking for the usual $.01 tranacation test indicating the system is operative and NO TEST appears, yet the same for AirB&B appeared 5 days after signing up.  Combined the first two transactions represent over $2,000.00.  All the signs of a bad business.  I am not accepting additional bookings until I see that the system can be depended on. 

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