HomeAway
Reviews and Complaints
Poor service
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!
- More money for less service
- Lack of communication between their choosen prossor and staff
- Poor service
Preferred solution: Let the company propose a solution
I WANT TO CANCEL MY PROPERTY FROM YOUR PLATFORM
Fees, Fees, Fees
I lost thousands in revenue because of Homeaway
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.
Preferred solution: Refund the fees I paid + compensate me for lost revenue
Double charging scam!
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.
Preferred solution: Price reduction
Scam operation, Absolutely no Service!
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);...
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!
Preferred solution: Full refund
Really bad Customer Service and bad Property Managers
Preferred solution: Full refund
Holding of funds
- Customer service
Preferred solution: Payments paid periodically as they come in.
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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Verified Reviewer | Houston, TexasScam!! 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.
Preferred solution: full refund, owner cancels and pays consequence
AWFULL servivce/money hungry
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!
- Prices tripled
- Customer serice zip
- Misearble follow up
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.
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
Preferred solution: Full refund
I think there's a mistake with the charge on my VISA
- Variety of offerings
- Have to call and email numerous times to get resolve
Preferred solution: Price reduction
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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.