11 Replies Latest reply: Aug 12, 2012 4:15 PM by crescentbeach4u RSS

    VRBO Support States all Listings Inquiries are on Delay

    Contributor

      I was on the phone several times with support yesterday trying to sort out the problems with my listing (http://community.homeaway.com/thread/4466) rather than lose the information in that thread I thought I'd let you all know here.  Each time I call my situation is looked at slightly differently but this morning at about 8:50 AM EST, Elizabeth with VRBO (877-228-3145) notified me that 'there is a delay in the inquiry system'  All members, all listings will be caught up in the delay which could be a couple of hours or more.  Yesterday I found the delay to be as much as 5 and 6 hours.  Elizabeth says they are working on this.....

       

       

      Andrea Fahy

      ------------------

      New Bern Round House

      http://www.vrbo.com/414863

      www.newbernroundhouse.com

      http://www.facebook.com/newbernroundhouse

        • Re: VRBO Support States all Listings Inquiries are on Delay
          mike-dfv Community All-Star

          Well, at least if everyone is affected, there won't be a disadvantage to some by not being able to reply as quickly as others. Still, it's not a good thing if the renter is moving on to another site because of the delay.

           

          Mike

          • Re: VRBO Support States all Listings Inquiries are on Delay
            shannon.martin HomeAway Employee

            Hi Newbernroundhouse,

             

            Yes, there was a delay with inquiries yesterday that has since been resolved.  Inquiries are now flowing through within the normal time frame (I also tested one that took 3 minutes to show up in my dashboard).

             

            Regards,

            Shannon

              • Re: VRBO Support States all Listings Inquiries are on Delay
                Active Contributor

                Shannon,

                 

                Newbernroundhouse reported an issue yesterday pertaining to not receiving a test inquiry after a couple of hours or so. She mentioned that it also did not appear in her Dashboard Inquiry. I replied telling her that the issue is with a stuck queue at VRBO and she needed to contact support. Upon doing so, she was advised that the problem was because her email was hacked. That is an alarm bell for me, because even if her email was hacked or compromised, the hacker will have no ability to make the inquiry not appear in the Dashboard. Those are two unrelated things, and one has nothing to do with the other, or has no consequential effect for the other. I thought that her issue was misdiagnosed. Today’s admission that there was a delay of inquiry yesterday, lend credence to my own diagnosis (stuck queue) and nothing to do with her email being hacked.  If indeed her issue was as a result of hacking, I don’t relish the possibility of a hacker having the ability to not make inquiries appear in owner’s dashboard. That is a grim scenario I hope not to be true. Technically, it is not possible, from my understanding of computers, unless VRBO's computer system was actually hacked. VRBO’s misdiagnosis of her issue resulted in a chain of unnecessary measures that did not fix her problem anyway, but only gave her additional problem because her website was taken out from being searched for a while. Here are the consequences.

                 

                Her website was temporarily removed from circulation & could not be searched.

                She was made to replace her owner’s email address.

                And perhaps her past inquirers received an email from VRBO about a possible hacking incident with this owner, as I think this is VRBO’s procedure in cases of hacking.

                 

                By bringing this to your attention, I would hope a little more guidance and training to VRBO Support Staff in recognizing symptoms of hacking and stuck queue issues to prevent similar incidents like this. Thank you.

                  • Re: VRBO Support States all Listings Inquiries are on Delay
                    shannon.martin HomeAway Employee

                    Hi tfv,

                     

                    You are correct in your statement that even if an owner's email was hacked, the inquiries will still appear in the owner's dashboard.  (In fact, we don't have a way to delete inquiries).  Contacting us about not receiving inquiries is one of the ways that our Trust and Security team often discovers that an owner's email has been hacked.  As one of my job responsibilities is education for our Customer Support teams, I appreciate your bringing this to light, and I will definitely be making sure the team is aware of this particular type of issue going forward.

                     

                    Regards,

                    Shannon

                      • Re: VRBO Support States all Listings Inquiries are on Delay
                        Contributor

                        Shannon - My email was NOT hacked and this nonsense about discussing hacked email, phishing, etc. needs to cease because it is not true and I do not appreciate you dwelling on the matter rather than address the real problem.  It sounds to me that it could have been a problem with the que as tfc has explained, it makes more sense than anything else.  I ran another test just now and the inquiry showed up in about 3 minutes, so back to normal.  It also appears in my dashboard.  So far no vrbo generated auto-responder has been sent out to the 'inquirer'.  This is how it used to work for me, no auto-responder and pretty much immediate email notificaiton and appearance in the dashboard.  Then yesterday this ridiculous VRBO auto-responder shows up and everything went to a mess and you guys wasted my entire work day plus a couple of more hours.  I am not pleased and I'm getting to where the nicities are just not cutting it from representatives anymore.  The drastic inquiry lag existed with my old email address as well as the brand new email address I was asked to set up and connect to my account.  So if you are still trying to say my email was hacked, then please tell me how after connected a brand new email address to my VRBO account still resulted in the same problem?  I don't appreciate when folks feel the need to be professional and cover themselves and just make stuff up. 

                         

                        I can't say that I'm pleased either that VRBO emailed any former guests about my account being hacked, it was not hacked and this will only panic people with the VRBO system or cause them to fear that communicating with me might cause them problems as well.

                         

                        ETA - the VRBO generated auto-responder sent to the inquirer 25 minutes after submission, during which time I would have already responded presonally.  I don't really care about this, I'd rather it go back to not sending at all like my first three weeks of being on this site.

                         

                        I'm very concerned because I thought I invested my money in a reliable service and website.  What else is going to go wrong?  Will my calendar fail?  Will my bookings disappear?  This makes me think twice and quite seriously about taking down links to my VRBO listing and NOT encouraging potential renters to go through the VRBO system.

                         

                        Also I'm trying to take advantage of the HomeAwayConnect perks and am completely unable and two requests for help and a couple of weeks later I still am not receiving an answer over there.

                  • Re: VRBO Support States all Listings Inquiries are on Delay
                    Contributor

                    Today's inquiry test results:

                     

                    8:12  inquiry made

                    8:21  vrbo generated auto-responder sent/received

                    8:57  notifcation of inquiry sent to me and appear on dashboard

                     

                     

                    Real inquiry made today, took two hours to post to me

                    • Re: VRBO Support States all Listings Inquiries are on Delay
                      crescentbeach4u Community All-Star

                      I just sent 3 inquiries about an hour ago.  Unfortunately I only received my last number 3 test.  WHERE DID #1 AND #2 GO VRBO!?