Joyce O Rvp
map-marker Nixa, Missouri

Poor service

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Since Homeaway/VRBO instituted their new fees and payment center booking have dropped 60%. They still wanted me to pop over $1,500.00 for their services (3 homes) and I told them I did not have it and let my listings expire.

Last month someone from home away called and asked me to relist on a pay for booking service. It was suppose to be 5 plus 3%. I really do not know at this point. They keep the money.

Apparently I am not eligible for the advance payment. So come January they will be keeping thousands of dollars until summer when the bookings actually happen. It took 3 calls to find this out. Everyone has a different story and the guy who finally explained it to me had to repeat it 3 times because his English skills were so poor.

Homeaway/VRBO was a top notch company. They went in and bought or put the other smaller web sites out of business. Expida bought up Homeaway/VRBO hence the feeder sites (homestogo ect.) Way too big to fight. It is now a typical large cooperation.

Decrease the competition and stick it to the consumer.

You do not need to provide a quality service if you are limit the consumers choice. They will go down someday but I do not have enough years left to see it!

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Cons:
  • More money for less service
  • Lack of communication between their choosen prossor and staff
  • Poor service
Reason of review:
Problems with payment

Preferred solution: Let the company propose a solution

Jacquelynn Wgq
map-marker Athens, Attica

I WANT TO CANCEL MY PROPERTY FROM YOUR PLATFORM

I HAVE A PROPERTY IN YOUR PLATFORM AND I WANT TO CANCEL IT BECAUSE I MADE ANOTHER NEW. THE ID 863**** IS THE PROPERTY I WANT TO DELETE FROM YOUR PLATFORM. PLEASE HELP ME BECAUSE I DONT KNOW HOW TO DO IT.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Pittsburgh, Pennsylvania

Fees, Fees, Fees

I have used this company for years! I have been so pleased ... until recently. They have added many fees. The amount (per night) advertised is not a reasonable representation of the facts. One of the last places I looked at had $100/night advertised. When I went to book, with all the fees, etc., the cost was more than $230/night. They are also forcing the customers to buy insurance. One of the place I looked at had Option 1: $79 for insurance or Option 2: $3,000 deposit. New management? Greed? Why all these changes? If it’s not cost effective any more, customers will opt for other options. I am. And I planned on booking three weeks’ worth of nights with them this summer. I’m so disappointed. I also contacted the company about this first. No response.
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Reason of review:
Pricing issue
Robin J Cha
map-marker Denver, Colorado

I lost thousands in revenue because of Homeaway

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I have had my house listed on Homeaway for 10+ years. In early June, unbeknownst to me, Homeaway "hid" my listing.

Consequently, my property did not appear on the website which I had paid for in advance from June to September causing my thousands of dollars in lost revenues. Homeaway contends that I did not respond to an inquiry. I have screen shots showing my conversation with the renter to prove that I did respond. This company cost me thousands of dollars and will do nothing for me.

I have had my house listed on Homeaway for 10+ years.

In early June, unbeknownst to me, Homeaway "hid" my listing. Consequently, my property did not appear on the website which I had paid for in advance from June to September causing my thousands of dollars in lost revenues. Homeaway contends that I did not respond to an inquiry.

I have screen shots showing my conversation with the renter to prove that I did respond. This company cost me thousands of dollars and will do nothing for me.

View full review
Loss:
$5000
Reason of review:
Poor customer service

Preferred solution: Refund the fees I paid + compensate me for lost revenue

Sonia t Bsj

Double charging scam!

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Duplicate payment taken of $3250! Leaving us with no money. Appalling service and should not be able to operate in Australia. Scam
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Reason of review:
Problems with payment
AMANDA K Tfw

FALSE PRICING

I am writing to complain about false pricing listed on your website regarding multiple Vacasa properties but property number 120**** specifically. VRBO, Home Away and others have the property listed for $147/night for March 2-March 5.

However when I go to book the property your site claims that the property price has changed, please see revised quote; when I click continue nothing changes on the pricing but I cannot book. I reached out to Vacasa directly and they told me the property is available but for a total of over $1,000 for the 3 nights.

You are misrepresenting Vacasa and misguiding potential clientele. In the spirit of good customer relations and honorable business practices VRBO/Home Away should be responsible to honor the advertised price for this property.

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Reason of review:
Pricing issue

Preferred solution: Price reduction

Ulrike d Vrq
map-marker Montreal, Quebec

Scam operation, Absolutely no Service!

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Updated by user Nov 24, 2018

In addition, HomeAway outright lies to customers. After I filed a formal complaint, they simply closed my file. When I called again, they sent me an email stating that the property had provided proof that I had been contacted me (one day before my planned arrival);...

Original review Oct 25, 2018
DON'T EVER USE THIS SCAM OUTFIT. Made reservation via HomeAway (HA) 5 weeks before planned arrival in Valencia, Spain.

Received confirmation emails from HA and from betapartments (ba) (local apartment agent)...BUT, there was confusing info re address of apt (3 diff addresses) and no info re how/where/when to get the key. At least 5 efforts to contact both the property manager and 'ba' re this problem brought NO response. Phoned HA; they said they would contact 'ba'...but no response. One week before leaving for Spain, and still no response, I cancelled the reservation and was assured by HA that 'ba' did not have my credit card info.

Surprise!!! 'ba' charged me for the full amount and HA charged me for their inadequate service. HA now says that the info re credit card was incorrect! I have spent an unbelievable amount of time on the phone with HA (at least 6 phone calls with customer service and with security), including putting in a formal complaint against the property.

Totally useless...absolutely no follow-up by HA. They keep 'closing' the file. Basically, all they care about is their fee, which they grab up-front.

Every time I call to complain further about this reservation charge, they send me a ridiculous 'thank-you-hope-your-problem-gets-resolved' email. This is truly the worst outfit I have ever dealt with!
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Loss:
$425
Reason of review:
Problem with delivery

Preferred solution: Full refund

Johnny R Vuw
map-marker New York, New York

Really bad Customer Service and bad Property Managers

I made a reservation for the 2018 end of year in Miami on 11/18/2018. They charged my credit card ten seconds after I click on their website. Ten days later they sent me an email just saying, your reservation has been cancelled. As of today, I still have not received the refund.
View full review
Loss:
$155
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Keith G Yfk

Many people find the same problem with Homeaway - us also. They should be shut down as what they are doing in taking no responsibility is at best illegal.

Why does social media not show these people for what they are - appalling customer service too and ruining peoples' holidays. Owners can cancel with no consequences but travellers have booked flights etc.

Gayl W
map-marker Wollongong, New South Wales

Holding of funds

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Since HomeAway has taken over our funds aren’ t deposited into our account until the guest has vacated. We now have two bookings for January both of which have paid deposits. None of this money has been deposited. So interest goes to HomeAway as well as fees paid for the service. There is no easy way to make contact and emails have been ignored. Stayz gave us an account manager to contact but the money was deposited as soon as a deposit was paid and then on the date that the guests arrived the balance was paid. Shame we are at their mercy for our rental properties. We also have limited access to the guests details. (Perhaps in case we cut them out and book privately). I used to have more contact with our guests in case there were any problems.
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Cons:
  • Customer service
Reason of review:
Problems with payment

Preferred solution: Payments paid periodically as they come in.

Anonymous

HomeAway double booked my reservation

I made a last minute reservation. Homeaway double booked the reservation.

Because the reservation was past the cancellation date the hotel is keeping the full amount and Homeaway is refusing to accept responsibility for their error. In addition to not accepting responsibility it required 5 or calls calls from me to even get them to act on my request to have their error corrected. I have worked many years in customer service.

There was not a single person I spoke with that should be allowed anywhere near a customer. It just shows how much this company cares about it's customers.

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1 comment
Keith G Yfk

Homeaway appear to take no responsibility at all for anything. Appalling customer service and social media should slate this company for ruining so many people's holidays.

We have had similar experience - owner doesn't respond Homeaway say fill in complaint form.

Their guarantee is a completely false sham and misleading. They should change their policies or shut down

Azucena M

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Houston, Texas

Scam!! Property Owner NOT held accountable! Still part of Homeaway!

830 Henszy St. State College, Pa 16801.

ID 471****. This person rented property to us, took our money and then immediately turned around & messaged us that they had double booked, but will NOT cancel the reservation on their side. They want us to cancel the reservation, which would entitle them to HALF of our money according to their cancellation policy! This is a scam!

HOMEAWAY DID NOT HELP AT ALL! They will not support us and said we should cancel because they can't make them cancel! Homeaway should protect the person renting from fraudulant property owners and they DID NOT! I spoke to Ashley, a RUDE Tatiana, and then a "resolution expert" (haha) Mark to no avail!

No help whatsoever. I was told by Mark that he called the person and they said they would refund if I made the cancellation so they wouldn't be penalized by Homeaway! I asked him to tell them to send me a written message stating that and they did not. Where is the written proof that I will get a full refund.

I am not going to take someone's word for it who is not backing me up. I am the victim here! I wanted this resolved and HomeAway doesn't hold them accountable.

They should pull this property owner off or give her the consequence for double booking, taking our money and then refusing to cancel it herself! I will be calling The PA police to report this fraud for sure.

View full review
Loss:
$1040
Reason of review:
Poor customer service

Preferred solution: full refund, owner cancels and pays consequence

cary F
map-marker Arlington, Virginia

AWFULL servivce/money hungry

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I have been with Homeaway since 2011, in the beginning, reasonable pricing, quality customer service- in the last two years TERRIBLE!!!TERRIBLE!! TERRIBLE!!!

First- you can TRY to fix a problem- like why didnt they post good reviews???? OR when a tenant makes two payments why do i have to fight to get both payments( 3 phones calls to get remedy), why when i have a hurricane and I getting penalized for cancellations due to storm damage????

I could keep going on.

Customer service has no freckin idea of how home away operates...every time I call...and each issue has taken no less than 3 calls to remedy...I am put on hold endlessly. I just finished talking to a servicer telling him # times the problem, none of which he understood?

2nd Money hungry- the fees have tripled and now they require going through thrir payment problem so they can make more money. CRAZINESS.

AIRBNB much better...please someone create another alternative!

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Cons:
  • Prices tripled
  • Customer serice zip
  • Misearble follow up
Anne W Edg
map-marker Leicester, England

Utterly unacceptable

Dreadful customer service reflects either culture of incomplete or a barely legal operation

Information is misleading or factually incorrect, and 2/3 telephone conversationsi are unhelpful or rude.

In comparison with other Uk holday letting agents and Owners Direct they rate around 0.7 out of 10.

Will never use them again - as I write the cottage that I have paid a deposit on is still advertised on HomeAway site as being available for let in the week that I have booked it.

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1 comment
Keith G Yfk

agree with comments TDreadful customer service reflects either culture of incomplete or a barely legal operation Information is misleading or factually incorrect, and 2/3 telephone conversationsi are unhelpful or rude. In comparison with other Uk holday letting agents and Owners Direct they rate around 0.7 out of 10. ype your message here

joelle l Bja

Automatically take money away

homeaway hired yapstone for doing a payment which is not bad was it not that only when a customer needs to pay or wants an refund on which he is not entitled too they just file a dispute and yapstone takes automatically the money away . Not even checking with the owner if they are entitled to do this in the meantime the guests have decided to stay and we are in a lot of mess since yapstone did stupid stuff

homeaway takes of course all blaam away blames it on yapstone and yapstome says that it is the rule

what a joke is this .

Now i as owner will also file a dispute so we can see now how this will go

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Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Lorna B Bus
map-marker Saint Johns, Newfoundland And Labrador

I think there's a mistake with the charge on my VISA

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I arranged to rent an apartment in New Orleans in September 2018. The apartment was owned by Sonder and booked through Homeaway on September 4, 2018. The reservation ID is HA-B77TDJ. The apartment was advertised on the Homeaway site as $143 CAD per night and I booked 4 nights. At checkout, the total was $674.46 CAD, which I paid by VISA. Just before we left for our trip, I happened to notice that Homeaway had taken the $674.46 CAD and treated it as if it were $674.46 US, then converted it to Canadian funds. Our $674.46 CAD became $913.14 CAD. I have contacted Homeaway and Sonder and explained this, but I received nonsensical responses from Homeaway and no response from Sonder. I would really appreciate your help! Thank you.
View full review
Loss:
$239
Pros:
  • Variety of offerings
Cons:
  • Have to call and email numerous times to get resolve
Reason of review:
Poor customer service

Preferred solution: Price reduction

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