YapStone Reviews

I am a property owner who rents out through VRBO. We had a guest cancel a reservation, well within the time for a 100 percent refund. I approved 100% refund of almost $500, through VRBO. When contacted VRBO says are no longer dealing with Yapstone and say the guest must contact them. Yapstone does not answer the phone or emails. I have spent 9 hours on the phone and writing to Yapstone. I have to assume they have no intention of returning the guests money to the guest. Since I did not hire- and never heard of-- Yapstone, I feel this is VRBOs problem but they also have no intention of dealing with Yapstone. Yapstone processes rent for many companies. Know before you rent. If they use Yapstone, I urge you to find a different landlord.

This is a dreadful company. They used to handle payments for VRBO. If a customer booked during the Yapstone years and now wants to cancel and get e re4fund, VRBO cannot issue a refund. They tell you to contact Yapstone. VRBO warns you that Yapstone does not answer their phone. You have to write down what you want and email it. You do not get any response (we got your email, we'll be back in touch in 2 business days) so you have no idea if they got it, if you did something wrong, if they hope you'll go away and leave the money with them.
This is a lot like ordering a pizza, paying by credit card and receiving a terrible pie. When you try to return it they look at you blankly, oat your hand and say, "You'll have to take this up with the dry-cleaner. Don't know if he'll ever be back."

Yapstone is impossible to deal with. They do not answer their phones (COVID excuse) and will only deal with you via email. They deducted money from my account for a client in which they had NEVER given me the money in the first place (they had implemented a new policy to withhold payment until customers checked in). Communication is poor and they do not try to understand the situation. I believe their actions are illegal but how to pursue when you can not actually speak to anyone is beyond me. VRBO no longer uses them, thank goodness - and I hope I can get them to intervene and help - but, beware, YAPSTONE TOOK MONEY OUT OF MY BANK ACCOUNT THAT THEY NEVER DEPOSITED THERE IN THE FIRST PLACE. This company should be shut down. Does anyone know whom to complain to?

I would give 0 stars as a rating for Yapstone.
As the payment processor for VRBO, they do a horrible job!
They do not answer the phone, so I can file a case. They do not respond to emails.
They have with held a payment on my VRBO rental, for no reason.
My guest paid on 7/9/2020, the guest is occupying my property since August 1, 2020 and still no payment to my account.
VRBO refuses to assist me in getting my money. They tell me to contact Yapstone!
This is fraudulent business practices.

Absolutely horrible "business"... no way to reach them, no phones, they keep your money they are supposed to disperse to you.... I hope someone with a ton of money decides to sue them. I'll be a witness!

Sadly no option to give NO STARS!
For nearly 2 weeks I have been trying to consolidate the payments that I have received from Yapstone with what I think I should have been paid. Dozens of emails backwards and forwards with them basically refusing to answer my questions. The phone number just says that they are not working in the office!
I have asked for someone to call me, but no response to that at all. Absolutely appalling. I would not be using this firm again.

I wish there was a way to give zero stars. YapStone is absolutely the worst to deal with. VRBO/HOMEAWAY evidently contracted with them, and receiving our payments is like pulling teeth. No way to contact them and VRBO passes the buck and will also not help at all. This is a mess and VRBO/HOMEAWAY takes no responsibility with creating this fiasco. If there was another listing company out there, I would cancel with VRBO today!

Needs to be investigated by Better Business Bureau! Class Action lawsuits!

If only there was a zero star option. As you will read by others, yapstone does not follow their contractual guidelines. They add service charges when they are not supposed to. When asked about the service charges or other breaches of their contract they are ultimately useless in replying, not to mention take forever to reply. They are the people who point fingers at others, requests I speak with the leasing office over their (yapstones) infringement (my leasing office gave me the contact information for tapstone to complain about the breach of contract). Yapstone is no better than the large health insurance corporations. Can't wait to be charged $1,000 for a q-tip.

Withholding money which is not theirs to keep. They are a payment provider. No consent. Changed model without notice. Bad business model if they want to stay in business. I will cancel all bookings on my VRBO site and offer a cheaper rent if they pay me directly. Might be subject to a class action. Stay away.

Abysmal Service at unreasonable cots
Not only did Yapstone raise their fees with NO WARNING or notice, one day to the next but they hoard the cash they collected charging significant fees if we wanted "instant payment" (being paid 10 days after THEY get the cash is INSTANT...). What a concept! They were totally unable to wind down the contract with their longstanding partner (HomeAway) at the expense of their customers (renters like me).

I never leave a review, but my issues with Yapstone have to be known to public. Overall, Yapstone is ok until there are issues or chargebacks occur.
Firstly, I am hugely disappointed that they do not conduct ID verification, so anyone can do a chargeback.
Secondly, if the chargeback happens, their customer service and chargeback teams are absolutely not competent in handling the cases. They provide zero support and force you to pay the back by saying : you agree to their terms and conditions.
For customers, try to avoid Yapstone and use other more robust payments processors like Expedia or Airbnb.

Just fell victim to the chargeback scam and want revenge. Any class action suits against Yapstone out there I can join??? VRBO just plays innocent through all of it. Sickening!!!

Yapstone recently instituted a change that completely disrupts customers business models with absolutely zero notice. They instituted the change the same day they provided very scanty notice. Can't wait to never deal with them again. If you have a choice, stay far away from Yapstone.

Yapstone (the payment services provider HomeAway use) have without notice decided to withhold my guests' payments for up to 12 months rather than pay within 5-7 working days. This is money my guests have paid to stay in my property - it is not Yapstone's to hold on to and make interest from! Having spoken to Trish in Yapsone's Customer Relations Team, and now have some insight into why Yapstone has made this change. They are losing revenue to Expedia (HomeAway's owner, who are now offering an alternative service apparently), and so are seeking to make more money from those clients who remain with them. They say they are “charging for a service that [I] previously received for free”. So what services will they start charging for next? How can I trust Yapstone not to start turning the screw even tighter? I can’t. Has Yapstone ever thought that the way to retain clients might be to offer a better service, not a worse one? All property owners big and small should seriously consider looking for an alternative service provider, unless Yapstone rethinks its policies.

A service that is not worth its money. Opaque business practices.
Customer service is a horror.

They are the worst.
After I have investigate the issues they did not wanted to explain me pre arbitration case , after I have won first instance , they just close the case in 9 days even VISA gives to me 30 days time and my money has gone to the bank of the client who did not come on vacation and cancel vacation by themselves.

Worst of all , people are in support have no clue , they are from Philippines and is not possible to get them chargeback team by the phone and try to be explain what and where I am . To give suggestion and to act for me and not for the fraud client.

Horrible customer service! They have rude employees. They will keep blaming everyone but themselves!!!!

FIRSTLY THIS TRUSTPILOT SITE IS NOT TO BE TRUSTED.

WHILST 100% OF THE REVIEWS POSTED ON YAPSTONE ARE 1 STAR, THE TRUSTPILOT SYTEM HAD AWARDED THEM 2 STARS IN ORDER TO DECEIVE VISITORS.

ABOUT YAPSTONE OR HOLIDAY RENT PAYMENT AS THEY ARE ALSO KNOWN BY, THIS COMPANY IS BY FAR THE MOST FRAUDULENT COMPANY I HAVE EVER HAD THE MISFORTUNE TO DEAL WITH.

THE COMPANY IS RUN BY A BUNCH OF WHOLLY DISHONEST AND UNSCRUPULOUS IMBECILES WHICH SHOULD BE AVOIDED AT ALL COSTS.

Shocked to find that they did not pay me just under £2000 for one booking via homeaway from 2017. Ok I have been ill with serious cancer so have only just tried to reconcile payments but you would think that their accountancy systems would flag up a payment that they have not put through? So now I have had over 6 hours of phone calls with them. They say that they have sent the payment but its still not showing and ...after over a year?...Do I get interest, compensation, apology, understanding of why...any of the above ....NO! When Yapstone will you sort this out, writing this in desperation as you do not respond with phone calls, just emails that are auto generated and do not tell me where my money is and why you have 'lost' the payment???????
I urge anyone dealing with this company through Home away seriously check each and every payment. Home Away are equally at fault because Yapstone are their sub contractors and yet Home Away make me speak with Yapstone and have been no help at all in trying to get my £1700....

Appalling company to deal with. Had the misfortune to have to make an application to them for payments for my Home Away advertisement. Almost 3 weeks later only got my verification. Absolutely dread to think how I am going to achieve getting my payments when the clients pay through this company. They never respond to phone calls, emails, anything. Absolutely dreadful company and their staff have appalling customer service attitude. Call centre is the worst I've ever dealt with

These people seem to be worse than incompetent. Over the years they have always paid late and been generally expensive for an exceptionally poor service. Now they seem to have decided to hang on to some money I am owed. A guest paid - initial payment and later full amount. Yapstone have paid only part of the money due to me. When I telephone to ask why I am told that the remainder is on hold. They can't tell me why it is on hold or who authorised the hold. They will not let me speak to a supervisor. They just put me on hold for ten minutes or so and then cut me off.

The promised time for the payments to reach my account breaks European banking regulations - EU regulations are very clear and very specific for Euro payments within SEPA. Not 5 to 7 days as these guys claim but D+1. Their refunds of security deposits can be even worse than that - I have had one guest wait weeks when I had instructed refund within 48 hours of them leaving.

When I was allowed by the advertising platform to so do I handled all payments myself. My money arrived faster and at no cost to me. My payments our went same day and at no cost to me. I now pay for a very much poorer service and pay well over the odds.

If you can avoid using them you should. Pigeon post is faster and more reliable.

Failed to forward on 25% deposit funds for 3 villa rentals last October. Then early November took back all 3 deposits from villa owners!! Yet they had never sent the deposit!! Had I not investigated and asked for info they would still be holding these deposits. Despite best efforts March 2018 still waiting for anyone to talk to me directly or forward on essential paperwork. Waiting too for full explanation and most importantly a personal apology for their actions..