I consider "talking to the owner" via email to be appropriate and definitely more convenient. Not an issue with us. I can imagine what a disaster for the owner if anyone could call them anytime with any questions....lots of viewers of VRBO

As with most rental agencies there is a fee to use their service...some are built into the price and some (VRBO) charge a set fee (5%)....also some private rentals require that fees be paid by direct deposit of cash which always gets me worried...I would rather pay the CC fee (3%) to get some protection (and airline points)

As with most things in life you can choose what you feel most comfortable with