Understanding the relocation process

In the unlikely event that a property can no longer honor a booking, a relocation will be required.

Situations which could lead to relocation include:

Property maintenance reducing the number of rooms available
Unforeseen property closures
Overbooking at the property

A property relocation can take two forms:

Pre-stay relocations: occurs when a property informs Expedia that they are unable to honor a confirmed Expedia booking.
At check-in relocations: may occur when the property does not inform Expedia in advance, and the traveler reaches the property and is unable to check-in.

Don't panic

Less than 0.30% of our global bookings result in relocation. And our specialist Reservation Services team will support you in finding the best alternative property at no extra cost.

Here’s how the relocation process typically works:

1. Expedia TAAP contacts you (or you contact us)

In the case of a pre-stay relocation, and as soon as we're notified by the property that relocation is needed, our specialist reservation services team will reach out to you.

In the case of a check-in relocation, it's critical that you reach out immediately to our agent support team, so we can mediate with the property and try and get the booking honored.

In the case of Vrbo Host Cancellations, read below.

2. We let you know the options available

If the property can't honor the booking, our reservation services team will list out the options available to you. Typically, these are:

2.1. Cancellation (opt-out)

If your booking dates are flexible, or the booking is no longer required, we will offer you the option to cancel the booking for a full refund.

2.2. Standard relocation (relocation by Expedia TAAP)

To ensure our reservation services provide you with the best alternative properties, they will ask you to identify the traveler's key reasons for making the original booking. For example, did your traveler intend a spa break, a room with a sea view, a city-break within walking distance of a specific tourist attraction, etc. Understanding the traveler's needs will help us locate a suitable alternative property. If no reasons are provided, our reservation services team will find an alternative based on:

The best match in quality terms to the original property in quality (i.e. 5 stars, amenities, etc.)
The best match in location to the original property (i.e. within 1 mile)

2.3. Agency relocation (your own arrangements)

NEW: From June 23, 2025, English speaking agencies can choose to handle the relocation process themselves.

If you choose this option, our reservations services team will cancel the original booking and fully refund the cost to the original payment method, We will then provide your agency with an approved budget to make a new booking on Expedia TAAP with. This gives your agency the extra flexibility to arrange the new booking directly with the traveler, while still earning commission on the new booking (even if more expensive than the original booking). All you need to do is send our relocations team the receipt of your new booking, for full reimbursement of the cost difference, should this apply.

3. You confirm the alternative property

It's important to note that if you choose to opt-out of the standard relocation process, as offered by Expedia TAAP, and in case your agency is not eligible for handling its own relocation (i.e. agency relocation as described above), you'll be refunded 100% of the original booking amount. The cost of making a new booking will then be with your agency, so you won't be able to claim a refund for any extra costs that may have incurred as a result.

Vrbo relocations

Please note, for Vrbo host Cancellations, the process differs from the outlined above. It's important to note that:

If a host cancels an upcoming Vrbo booking, your agency will receive a cancellation email to the email address used on the original booking.
On receipt of this email, you should contact Expedia TAAP agent support who will transfer the call to Vrbo, where you can discuss your options according to the booking policy in place.

Every Vrbo booking placed on Expedia TAAP is automatically backed by the VrboCare™ guarantee, protecting your traveler stay and peace of mind. When the host cancels the booking will be cancelled and fully refunded back to your original payment method. Vrbo will provide financial support for host cancellations inside 90 days prior to check-in, to account for limited supply and higher prices closer to check-in dates.

Under the VrboCare™ guarantee, if the host cancels:

90 days or less before check-in: Relocation support is provided. Vrbo will provide financial support.
91+ days before check-in: Relocation support is not provided. Your agency is then free to find alternative accommodation for the traveler.

FAQs

What happens if the traveler requests a relocation?

As a reminder, relocations occur when the property cannot honor the booking. The traveler can only request a relocation if the property does not meet health and safety standards, which should be documented and evidenced for follow-up investigation.

What happens if the property contacts the agency directly?

Properties should not message you directly regarding relocations and must always communicate with Expedia TAAP directly. In the unlikely event, a property contacts your agency directly, make sure you call our relocations support team so they can assist you.

What happens if the traveler is offered alternative accommodation at check-in?

Although a rare occurrence, the property may choose to provide alternative accommodation, by relocating the traveler to a nearby property (usually one affiliated with the original accommodation). In this scenario, the original property will cover any additional costs. The traveler can choose to accept or reject this option. In the case the traveler accepts, but once arrived at the new accommodation realizes it's not suitable, make sure you call our agent support team so we can address the problem quickly.

What is the VrboCare™ guarantee?

You're automatically eligible to Vrbo's VrboCare™ guarantee, when booking a Vrbo property on Expedia TAAP. For the full list of guidelines, check this article on Vrbo.com. For a quick breakdown on the main differences between booking a Vrbo property and other conventional lodging on Expedia TAAP, we suggest you read this article on how to set yourself up for success with a vacation rental.

How do I contact Expedia TAAP relocations support?

Call the TAAP support number for your agency's point of sale, and stay on the line to be directed through to agent support. Once you are through to agent support, you'll be prompted to select whether your call is related to an existing booking or a relocation. Press option 2 to be directed through to the relocations team. If you have a relocations case number, make sure to provide it to our team. Please note, if you press option 2 for any other issue that is not related to a relocation, you will have to call our number again as the team will be unable to transfer you.