SUBMIT A COMPLAINT

HomeAway Customer Service

1
Complaints169
Pending0
Resolved1

HomeAway, Inc.

1011 W. Fifth Street, № 300
Austin
Texas
United States - 78703

Customer Support Phone Numbers

1800 662 594(Australia) 4 0
+1 877 228 3145(USA & Canada) 3 3
+44 208 827 1971(United Kingdom) 4 7
+64 98 011 377(New Zealand) 1 0
+43 720 884 188(Austria) 1 0
+45 89 882 613(Denmark & Norway) 1 0
+33 413 680 288(France) 1 0
+49 698 088 4172(Germany) 1 0
+39 694 802 122(Italy) 1 0
+31 202 629 300(Netherlands) 1 1
+351 308 801 569(Portugal) 1 1
+34 911 238 309(Spain) 1 0
+46 468 880 133(Sweden) 1 0
+55 212 545 2800(Brazil) 1 0
Plus

HomeAway Complaints & Reviews

Homeaway / Rental of flat from ParisLondon Apartments

Ri
Jun 22, 2019

Rented from them through Homeaway. They, after saying they would provide 2 sets of keys, said no. With only one set, we could only leave together forcing us to change our plans. They refused to call us. They would only communicate through text. Their mailboxes were full. The absolute lack of...

Homeaway / property 787644vb, booking fwpkpo

Cu
Jun 15, 2019

The house is very dirty and poorly equipped. Grime in bathrooms looks like walls never cleaned and extra bad in corners and shower rail. Only 1 towel per person and one is so thin andqq ragged it looks closer to a rag than a towel. Bedrooms are very musty smelling and causing asthma attack...

Homeaway / owner had said he did not receive money from me

Cl
Jun 14, 2019

Hi there Property #6219218 was booked from 4/7 to 11/7 in Valencia I made this payment but had to cancel this trip as my father has to go into Hospital for a operation . Payment 1(Pending acceptance)Paid €167.75 . This owner has not got back to me about receiving this money as he said...

Homeaway / homeaway not holding property owners responsible

Ki
Jun 13, 2019

We found property 13525vb owned by Janice Williamson on homeaway in December 2018. My sister booked this property thinking it was with homeaway. When she submitted the request she received a reply from Elizabeth Sciara. She told my sister they were in transition from Janice Williamson who...

Homeaway / unclean property & no internet

Ah
Jun 11, 2019

We booked this apartment in St Germain, Paris, and upon arrival it quickly became apparent that the property photos and description of the property on line DO NOT match what we found. There was active mould in many areas throughout the property, and nowhere in the property description did...

Homeaway / property owner lack of professionalism

Li
Jun 10, 2019

After writing a review that was not completely positive, although I did give 3 stars, I received the following negative emails & even a threat to write negative things about myself. The emails were from Kathy. I called & left several messages but never spoke to anyone while there. I did...

Homeaway / my listing is not allowing guests to book

Tr
Jun 10, 2019

I have been listing with home away for 8 years now. I have only had three bookings with you this year. I pay 295 a year to list. Logging on as a guest it shows my property as available but when you go to book it says change your dates these are not available. They are available and I have...

Homeaway / cheating my homeaway

Am
Jun 10, 2019

10 June 2019 Dear Sir / Madam MY RESERVATION ID : HA-2ZWQZT Property #2024481 # Owner name : Family Dugdale/Hügli Marianne Hügli Dates : Jul 16-25, 2019, 9 nights Guests : 3 adults, 0 children booked under booking terms : 100% refund if canceled before 30 days of arrival date We booked...

Homeaway / property not listed accurately

Au
Jun 07, 2019

Evoke Vacation Rental Inc. 717 17th Street Denver, CO 80202-3318 HomeAway Inc. 1011 West Fifth Street No. 300 Austin, TX 78703 Represented by: Evolve Vacation Rental Network Ref: Property 7433799 Rental Period: 1/6/19-3/8/19 My wife and my stay at "Stay Smooth" was not only unpleasant due to...

Homeaway / anti-ethical behavior and property damage

Ca
Jun 05, 2019

I received a guest at my house through the HomeAway website check in on May 31 and check out held on June 3, 2019. We found the house with 2 broken doors, needing to be replaced and 1 broken wall. Not to mention the excess cigarette smell in a house where the rules were forbidden to smoke...

Homeaway / homeaway payments service

Ca
May 31, 2019

My husband and I have had a subscription with VRBO as vacation owners since 2015. Suddenly, March of 2019, our account was moved from VRBO Payments aka Yapstone to Homeaway Payments as payment vendor. I have not received a payment from travelers since March, though 8 different traveler...

Homeaway / a review which is completely false and has caused severe reputational damage

Ja
May 30, 2019

No. 6116413 We sent this email to you on 14th February and are still awaiting a response. We as property owners of apt. 5aac. Edificio da Nora, Lagos, Algarve wish to make a formal complaint about the review you have posted yesterday on our ad. This review has malicious content and ha...

Homeaway / I am unable to reach the owner of the property

El
May 23, 2019

I am unable to reach the owners of allpoconorentals No one will call back or respond to an email. When I speak to homeaway they do not give me any help. I need to cancel my reservation and I find no where to do that and need record of cancellation and my money returned. my reservation id...

Homeaway / holiday apartment in trevignano romano italy

Di
May 21, 2019

photos to support my previous email property no 6878182 let May17-20owner Piero Avincola .We only stayed 1 night though booked 3 .There was no information and the owner showed us around briefly with very little light(most shutters closed)Only 1 partial toilet roll, a tiny bit of washing up...

Homeaway / refund

Wi
May 17, 2019

I made a booking with: Reservation ID HA-SY13LP Property ID 6495890 ...last weekend (12/5/2019) and was debited £1, 082 from my bank account on 14/15/2019 automatically but was asked by the Owner to cancel my booking (see attached photo) with them saying that the prices for that week...

Homeaway / vacation rental

Te
May 12, 2019

The VRBO unit we prepaid (4 months in advance) was DOUBLE BOOKED when we arrived. The property manager promised a refund. The VRBO customer service found a hotel plus promised us a refund. The customer service supervisor confirmed that we would get a refund. We submitted the request for a...

Homeaway / double booked condo

Te
May 08, 2019

My husband and I pre-paid for a VRBO condo for ourselves, our disabled son and two little dogs in Boston for 5 nights. When we arrived, someone else was in the unit. The VRBO site double booked our pre-paid space. The customer service at VRBO spent about an hour on the phone with us trying...

Home Away / arbitrary cancellation

Pj
May 07, 2019

I see from this page that I am not the only person who has had a Vrbo reservation cancelled at the last minute. Mine was paid in full over 90 days in advance, including the cleaning fee and security deposit. It is during a peak holiday. Now, it is very difficult to find an alternative. The...

Homeaway / owner of a villa in portugal - listing id 4139317

Pa
May 05, 2019

I have been renting my villa since 4 years via HomeAway. I had the first two years many requests from candidates and managed to rent around 16 weeks via HomeAway (August - July and some other periods out of the summer). Last year the number of rentals decreased and it is in 2019 totally...

Homeaway / payment

Su
May 05, 2019

Dear sir or madam my name is guss i.m using the homeway owner application..my listing: ID 4763295 MY complaint is i have guest was stay at my villa on 27 of march till 4 of may 2019 code booking is HA-QNIKXM name of the guest is Sarah Floyd coul you please follow up this case for me ..i.m...

Homeaway / they provide insanitary room

Na
Apr 06, 2019

April 1 2019 I booked by online and I paid almost $5000 29 nights. It is not cheap but I expect good service and good room, When I arrive front of apartment leasing office lady mad me . She said we cannot accept Airndb . I was standing door m security guard gave envelop and brought to...

Homeaway / vacation rental

Ma
Mar 17, 2019

We had planned to stay at a villa for10 days, arrived one day late due to stormy weather and ended up only staying 3 nights. When we arrived at the property we found a dirty fridge, dirty oven, dirty coffee maker with old filter and mildew (replaced by another dirty after complaining...

Homeaway / online booking form having technical difficulties

Ma
Feb 26, 2019

Have tried for many days to process a booking only to receive the following message "We're sorry we are unable to complete your booking please try again in a few minutes". When I phoned in yesterday I was told I needed to complete the booking over the phone and they would take my credit...

Homeaway / unprofessional behavior

Gr
Feb 18, 2019

Made a booking for a family ski trip to idaho at one of their properties. Even though the trip was a year out, they required over a $3, 400 deposit when I booked in late november, 2018 for a trip in late december, 2019. Its been 2 1/2 months since I made the deposit, however today I received...

Homeaway / product

Ch
Feb 06, 2019

Ever thought about renting your property out on Homeaway's Platform, here a few tips and perspectives to help. #Homeaway #Video So my playlist gives a breakdown of the homeaway family works and gives a lot of info instead of searching for it, because they do not put the info out for you to...

Homeaway / collection of my private financial information, for no legitimate reason

Mn
Jan 30, 2019

In the process of creating a listing on VRBO.com / Homeaway. I refused to consent to a credit check through thier 3rd party payment company, Vacation Rental Payments. This information collection is a violation of my privacy rights, as i am NOT applying for credit or a loan, nor do i give...

Homeaway / system inconsistency penalizing ranking matrix - double conversation, box from traveller on same mail same name and for same rental period

Mi
Jan 08, 2019

To the attention of the Product Development Service - I have the following complaint which I have already asked HomeAway Customer Service to forward to the appropriate people : - I received an enquiry on Jan. 2 for a rental period in March while the traveller (Brecken Cutler) meant April a...

Home Away / everything about home away

Ed
Dec 31, 2018

I have been a property owner that has listed with VRBO/ Home Away for 15 years. You have become the worst company I have ever dealt with. All of the changes you have made recently have not gone well for me. I tried for months with many phone calls to get my account and the payments working...

Homeaway / sp1726.6 aco 3950 oakville avenue, kissimmee, fl

Go
Dec 10, 2018

I booked this property back in September. Today, 17 days before we are supposed to arrive I get an alert that the owner canceled my booking. We have flights booked and this was a celebration for my sons 30th birthday. My mom passed away in April and we booked this vavation because it i...

Homeaway / apartment marbella spain - date 8th to 19 nov 2018. not as described online.

Je
Nov 29, 2018

Owner Robin Andrews - HA-F732CP - 6187320 - on arrival at the apt it was dirty, on the second day we found ants on the island in the kitchen and had to buy ant spray, also Lisa the key holder came and witnessed an appalling noise we think from the lift and continual noise from apt above it...

Homeaway / reservation ha-vkmksk

Sh
Nov 21, 2018

On 11/17, at 2:14 p.m., I paid for a reservation on the above property from 12/29 to 1/1. Immediately after submitting my payment, I realized the cost was much higher than I anticipated. On 11/17, at 2:20 p.m., I submitted a reservation cancellation. As per the HomeAway website, I also...

Homeaway / safe stolen from apartment

Pa
Nov 16, 2018

We stayed at property 8368998 in PDLA Tenerife, we went out for the evening and on our return the door had been forced open and the safe stolen, which contained passports, cash and bank cards. The safe was not anchored correctly and only glued into the wardrobe, the owner said he was not...

Homeaway / home away

Me
Oct 03, 2018

I would like some explanation as to why I received a notice today saying that because I had not responded to a booking request within 24 hours you have suspended/hidden my listing and requiring me to log in and re activate the listing. I am paying you for an annual subscription and you...

Homeaway / payment

Ga
Oct 02, 2018

HomeAway payments are not deposited to accounts until after the guests have left the property. The deposits paid are kept until the whole payment is received. We have 2 bookings for January and deposits have been paid for both. We don't see this money until after January 2019. Interest...

Homeaway / vacation rental cancellation

Tr
Sep 22, 2018

I booked a two night stay (dec.23rd-25th) through HomeAway. Owners name is Brain Ashcraft. The booking was paid and I received a confirmation. Two days later, I receive a cancellation from the owner because he decided to change the requirements to a 3 night stay. Several emails were...

Homeaway / taxes and processing fee

Ch
Sep 19, 2018

We have recently been advised of a new STVR tax being implemented in British Columbia, Canada on October 1st, 2018. BC Provincial tax (PST): 13% and a municipal (MRDT) tax of 2%, specifically applied to short term rentals. MRDT info: https://www2.gov.bc.ca/assets/gov/taxes/sales-taxes/publications/pst-120-accommodation.pdf PST info...

Homeaway / canadastays booking fee for reservation#b9v5wnh

Ma
Sep 17, 2018

I booked a condo in Kissimmee, Florida for next January 14 - April 7 in May of 2018. In June, we discovered some health issues with my father and had to cancel. Canadastays told me I'd be responsible for a booking fee of $472. I told them that this was ridiculous given that it was still 8...

Homeaway / homeaway. nl – referentie 17006480 [ ref:_00d1azzrr._5001afnvuv:ref ]

Hl
Sep 10, 2018

Your site has been hacked, we lost € 3.000 and HomeAway promissed a full refund but we haven't seen 1 euro yet. Please read extract of your mail here below : _ Van: "HomeAway. nl Klantenservice" Aan: "karel wyns2" Verzonden: Vrijdag 20 juli 2018 11:06:20 Onderwerp: HomeAway. nl - Referentie...

Homeaway.com.au / my home property 4828873; invasion of privacy

El
Sep 08, 2018

I had been advertising my property with Home and away and then recently found out that it was being advertise also with expedia.com and ebookers.com . These companies are affiliated with home and away and gave all of my details to these sites.These sites were advertising my full home...

Homeaway / invoicing

In
Sep 04, 2018

We booked a rental in Wales, res no: HA-N7GZQH. On other similar website you would get one invoice for the whole amount. The money between the property owner and the website is between them. At HomeAway, you must ask for an invoice from the owner, and then there is a service fee invoice...