HomeAway

If you use this company for the billing company that they are (they subcontract out but its thru them that you can take payments) then its ok. But no body there is going to take personal accountability for anything. Pass the buck. They just want and receive a pay check to occupy a chair, answer calls, emails. They act like they're such a huge company and don't know anyone outside of their department and getting a supervisor involved gets very confrontational as they are most adversarial. All they do is direct owners to their site and search for feedback option and then type in our concerns. No accountability and no one evers calls or contacts you to resolve. None have any real management watching over them so they will talk to you anyway they want to. Most are nice but some are rude and either gives out vague information. They now charge guests and have always charged owners for their serve. A bit greedy and it shows. Also, the rental agreements guests have to agree to (check a box when making an online reservation) is NOT enforceable and owners will loose any battle or dispute because the subcontractor/billing company 'vacation rents' is what they call themselves says that homeaway doesn't have the paper work properly signed. That the box guests check needs to be 'on' the agreement itself and isn't. Well then why don't they fix that? Have reported numerous times and was told that they will look into it. When asked for them to follow up with us about this topic they say they don't have a division to follow up with owners. Just be prepared when dealing with these people.

My wife daughter and I have just spent four nights at County Loft flat in Whitby and had a lovely time, this flat is furnished to a very high standard and is in an excellent location. We were fortunate that restrictions in restaurants and pubs due to Coronavirus took affect the day we returned home and so we were able to get out and about. Having said that the flat is very spacious and has excellent TV in living room and bedrooms, also lots of DVDs and CDs for your entertainment.The owner Graham is very friendly and helpful and we would highly recommend this accommodation and will definitely return
Many thanks Paddy & Denise Greer

Terrible experience with them and their book with confidence guarantee is a joke. When you get into the terms and conditions of the guarantee it's actually all very vague with loopholes so beware. In our case the owner cancelled the booking the night before we were due to check in claiming a "double booking" on the homeaway app. We'd booked a couple of months prior and been trying to get in touch with the owner for a couple of weeks to confirm the details - the owner had ignored all our messages.

Due to the short notice cancellation we should have been covered by the "book with confidence guarantee". Homeaway first tried to weasel out of it despite the cancellation was less than 24 hours before we were due to check in. After multiple phone calls they finally said they'd look for alternative accommodation on their listings - the only available one was too expensive for them to uphold the guarantee and said that they'd refund our money and we'd have to find our own accommodation. We luckily found another property on another site - it was twice the cost and after more phone calls to Homeaway they said that they MIGHT pay the difference if we sent them the booking details of the new property and associated proof of purchase. Four weeks later we are still waiting for a resolution - they keep giving us the run around by requesting the same information again and again. They only deal with the "book with confidence guarantee" claims by email so you can't actually speak to someone. I will never use these guys again.

Homeaway helped a property owner steal 2500$ during a state mandated lock down from the COVID pandemic. They refused to speak to the home owner only sending an email, stating he never responded to it. The owner would answer me stating that COVID and a state government shutdown was an insufficient reason to cancel my trip, consisting of first responders, and refused to refund me, charging me cleaning fees and damage deposits to add insult to injury and would not let me reschedule. Home Away's response? "oh well". Shame on you homeaway. Shame on you John Grossi. Shame on you pocono lodge rentals. Property ID *******

I Booked a cabin in Flagstaff for new years 2017, they charged my credit card on September the 5th and now on November 25 they cancel me supposely because my bank said it was a potential faud. This is totally a lie, i talked to my bank and they say they didnt cancel it and how come homeaway says that after 2.5 months after.
Of course the property was relased and now its shown for 3 times more of the price i paid for those dates. No help at all with home away as they are bleaming my bank.

We booked a property through HomeAway on July 11,2018. On July 31 I receive an email that the listing was fake. HomeAway guarantees they verify their listings... right. I called them and I have a case number and everything yet here I am over a month after Home Away charged my credit card immediately for the listing and they have not reimbursed me for their screw up. NEVER NEVER EVER BOOK THROUGH THIS COMPANY OR ANY OF THEIR PARTNERS VRBOShow More

The property itself was lovely, with a few minor issues. The smoke alarm kept beeping throughout the stay, and the door handle/lock to the balcony was broken--something that the property was aware of, as the host told me about it when I checked in. It was not only inconvenient but also left me feeling less secure as the door would frequently open either during the night or when I came home.

But the biggest reason I cannot recommend this property is the rather less than smooth experience with the property management of HomeAway. I had requested to arrive at the property 1 hour before check-in, but apparently my request was never communicated to the person meeting me, which resulted in me standing outside in the rain for 1 hour with my bags after an international flight. When the host did get there, apparently the cleaners neglected to leave the set of keys behind and it took some more time to figure out what to do. And for all this inconvenience, there no attempt was made to offer any reparations.

To top it all off, I am still waiting to hear about an unauthorized charge to my credit card AFTER my stay. I have emailed about it and even after almost a week, they have still not been able to offer an explanation.

Over-all, very poor service.

Homeaway, a very profitable company, just started a campaign to harass home owners to increase rental costs by 9% in a bid to increase their income 500%, and since they have no real expense, their profitability an even greater percent. They will charge fees to renters who will not be able to pay more for their vacation so the owners will have to take less. It will cost owners like me around $1500 more per year. They are enforcing the change by disrupting my current communication with renters who try to contact me. Apparently they have been telling renters to pay them the advertised rent before they pass along the renters name to me. They don't even know if the place is available or not. Damage, which happens from time to time, will be impossible to collect from Homeaway because you will be dealing with an insurance company. No one makes a claim for $100-150 because it will never be paid. I will have no idea who is renting my house anymore. If my house is rented I take it off the market but then when someone backs out I am sure Homeaway will give them their money back because they see owners like a hotel. Backing out represents 100% vacancy rate to a home owner. You cannot complain because they have no customer service. It is time for a new start-up to enter the market.

Absolute rubbish. I have been advertising with home away for the past 3 year, but then they are taken over by american company and are no buying every other advertising website on the web.

They listed my property wrongly and at the wrong price and as of today, are still listing properties around my area incorrectly, it is an absolute joke and a disgusting way to treat customers

With the threat of legal action I was refunded my 12 months subscription as their changes were not what I paid for ( I was 10 months into subscription)

The bad thing is that as they now own most of the internet, it is virtually impossible to find a site that actually works that is not owned by them.

If you are an advertiser, do not get involved. Since the changes, my page views have gone from 260 a month to 20,. This is due to that fact that they have absolutely saturated the market and there is just too much to choose from. Given that I pay over £1000 to advertise, I would expect better

£1000 is a hell of a lot of google ads and guess what, business is booming since leaving the sinking ship of home away and using google ads

WARNING! Do not ever book a home rental through home away. They do not monitor the homes and in May we booked a home in Las Vegas and after getting there was horrified at what we found. The pool had black mold in it along with brown grime all around and floating stuff mascara is on pillowcases rotten food in the refrigerator dust everywhere and home away does not care so we were out $1400. The pool had black mold in it along with brown grime all around and floating stuff mascaras on pillowcases rotten food in the refrigerator dust everywhere and Homeaway does not care so we were out $1400. We then had to go find someplace else and spend over $1000 for our stay so we're actually out $2400. Our credit card would not it S dispute the charges as home always policy says that you have to cancel three days prior to arrival but how do you know what you're going to find when you get to the house because the picture of this house on the website showed a beautiful clean home which was not the case at all our credit card would not let us dispute the charges as home always policy says that you have to cancel three days prior to arrival but how do you know what you're going to find when you get to the house because the picture of this house on the website showed a beautiful clean home which was not the case at all... we will never ever ever use HomeAway ever again.

I am a property owner on VRBO & Homeaway. Started w/ VRBO 5 years ago, great company. THEN HomeAway took over. Whoever is in charge now has NO KNOWLEDGE of what they are doing. They've made all these changes ripping off the owners AND the travelers the fees NEVER stop. My reason for filing this complaint is Homeaway has posted my personal info. I have been trying for 3 days to get a response from customers service... CRICKETS! And they want to take more control of OUR property. These people need to know we are renting OUR homes we aren't hotels. When my subscription expires I will start using AirBnB.

I have just been subject to an owners email being hacked, which has resulted in me paying by transfer to the hacker-the owners name was used, I received a booking form which I returned and I also contacted the owner by phone on the number provided-imagine my horror, when I received notification from home away that the owners account had been hacked-they then gave me the proper number and the owner knew nothing of my booking-I have paid €3000-home away are telling me that I am only entitled to receive a refund of €800 -can anyone give me some advice on what I should do next-I'm considering legal proceedings against home away and possibly the owner, who has washed her hands of the problem

Property: *******
Location: Manzanillo, Mexico
Property owner: DeAnna Gillard

I made my reservation for July 15-19 2017 back in May 2017, the website showed a picture of the patio with a fountain overlooking the ocean bay in Las Hadas Manzanillo. It looked beautiful in the pictures, I payed over a $1,000 USD for 4 nights. It turned out to be a nightmare, the worst vacation of my life, I wouldn't recommend it to my worst enemy. The place was a "dump", it was rundown, old, falling apart, no air conditioning in when the weather usually runs in the 38°C/100°F. No toilet paper, no towels. The place was dirty and unkept. It was creepy. The information included in the advertising ad is deliberately misleading, the photos are edited out. In the photos everything looks nice and nicely kept, but once we got there it was the house of horrors.