I thought VRBO was a listing service, not a vacation rental business with customer support during your stay. Are they changing their business model?
Also, owners and vacation companies pay fees to LIST with VRBO and this is their revenue source. So, now they are also charging the renters so now they get paid for LISTING the property, and then RENTING the property. I can see them getting a fee for actual rental of the property but sounds steep to me.
RENTERS need to do their homework and go directly to a reputable and established Vacation Rental company to book - we have many great companies in South Walton, Destin, PCB and their websites are usually quite good with rental properties by area, photos and video, info, etc.. As for the owners who manage their own properties, I don't know what their best options will be. But everyone is getting screwed by this deal, especially the renter. Owners are screwed too because many people (potentia renters) will not want to pay that additional fee to VRBO..