I have used VRBO many times, and always had contact with the owner. A couple of years ago my daughter, granddaughter and I were in Boston, and at 10:30 on a Friday night, the fire alarms went off. And went off. And went off. It was traumatic! I called the owner and he got somebody over there to disconnect them, finally; if I hadn't had that phone number we would have had to pack up and try to find a hotel in the middle of the night. I guess I haven't rented in locations that have all those fees, and every place we have stayed has had all beds made up and lots of towels.