Steve P Jic

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Jeff Hurst

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Jeff Hurst (HomeAway President) issued a Corona virus statement to holidaymakers on 14th Mar 2020, saying that all Home Away holiday home owners had been advised to offer a full refund if guests want to cancel because of health concerns. While recognising that CV is a catastrophic event, and no one's fault, it is outrageous that Hurst undermines holiday home owners' businesses by using moral blackmail to force them to offer full refunds to guests through public statements designed to make Home Away look like 'the good guys'.

Hurst is not running my business, he will not be paying the costs involved in running my holiday home and has no right to interfere in how my business is run. As it happens, we already have a mutually beneficial cancellation policy in place, but we strongly resent the unacceptable interference from Home Away, who are merely the advertising company used.

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Preferred solution: Apology

User's recommendation: Avoid.

2 comments
Guest

I agree completely with all Steve said about this refund policy.

Guest

I completely agree with Steven P. regarding HomeAway. I am as angry as he is.

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Daniel B Cwn

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Verified Reviewer

Refund

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Updated by user May 19, 2020

A class action lawsuit is coming.

Original review May 19, 2020
COVID19 need I say more? Just look at everyone else's reviews and comments on social media. HomeAway is steal everyone's money during this crisis and not providing any support whatsoever. Actual evil. I can't wait for them to go out of business.
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Loss:
$4
Cons:
  • Passing the blame
  • Unscrupulous policies
  • Refusal to intercede and secure a refund on my behalf

Preferred solution: Full refund

User's recommendation: STAY AWAY

ranjit S Wwr

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| map-marker Leeds, England

Refund of monies due to Covid19

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The villa owner refused to return funds due to travel bans. They even refused to rebook at a later date. Every other business or organisation is resolving there issues amicabley
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User's recommendation: Don't use them, I certainly won't be

Resolved
Janine A Tbt

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Resolved: Still waiting on promised refund

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Updated by user May 02, 2020

Full refund received

Original review Apr 02, 2020
I was promised a full refund on the 10th March - over $3000 After many calls and emails and promises I am still Waiting but have since spoken to them again and hopefully my refund will be processed soon I understand that at this very difficult time we all need to be patient I have used this company in the past without issue
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Loss:
$3200
Cons:
  • Poor customer service
  • Renter guarantee policy

Preferred solution: Full refund

User's recommendation: Don’t use them

Axel B Wlw

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Cancallation

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Very bad service, impossible to get in contact with you, and no answer on our emails
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Loss:
$3200

Preferred solution: Full refund

User's recommendation: Stat away

MARGARET F Qrh

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Verified Reviewer
| map-marker Dublin, Leinster

Refund Covid 19

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Great service. Quick response. Problem sorted. Wow!
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User's recommendation: Highly recommend

Alper U Wbz

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| map-marker Istanbul, Istanbul

Refund

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Asked for a refund due to covid 19 and home away will provide the refund
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Katie P Ulh

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No reply to request for credit or refund

My daughter and I were supposed to arrive in Barcelona on 3/14/20. Barcelona went into lockdown that day. The day before when we were due to fly out of the US, all the museums and restaurants we had booked emailed us with cancellations and refunds. I messaged the property manager, Kay Davidson and she declined to refund or give me a credit. I got security deposit and cleaning fee returned. I just messaged that I would be happy with a credit for the same property. No reply. I am a good Homeaway consumer and this Covid issue was not of my creating. We could not go to Barcelona and my daughter and I are healthcare workers and we could not have risked being stuck in Spain. Under the circumstances, I feel a credit is very reasonable.
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Loss:
$1500
Pros:
  • Was nice seeing what you were going to rent
  • Pretty website
Cons:
  • Property owners totally unaccountable to customers
  • Owner can easily cancel but renter cannot
  • Poor customer service of owner

Preferred solution: Credit or refund

User's recommendation: Beware booking. Travel insurance also not valid in pandemic and Amex which has always been very good about refunds if the company does not act is not doing anything.

Bryan V Tqs

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Non payment of claim

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My initial booking was double booked and we were put up in more expensive accomodations saying that we would only pay the difference. After going through many hoops to get a refund they approved it 3 months ago and still have not paid it out.
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Loss:
$1200
Cons:
  • Efforts to deny me my refund

Preferred solution: Full refund

User's recommendation: Make them pay the difference up front and do not get lured into thinking that you will be paid back if this happens to you.

Sallie L Egy

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Very rude and not understanding. Just concerned about the money!

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Never in my life have I dealt with such a difficult company as this one. I needed to cancel bc not only was I quarantined, my son and my mother in law because of COVID-19. They were all going on this trip. Since I didnt purchase insurance they said I was out of luck for a refund. I'm sorry but no one expected this to be pandemic as I've been coming to this beach for over 20 years. Not us, not the president. They would rather prefer I'd travel with the virus to N. Myrtle beach even after the governor stated no hotels, no short term rentals were to be booked because of the pandemic situation. Be aware these folks ,this is a company to be leery of! Go with Elliot Rentals as they are locally owned and take care of their customers above and beyond!
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Loss:
$686
Pros:
  • Non at moment
Cons:
  • Dont back the consumer or home owner just in it for themselves
  • Efforts to deny me my refund
  • Absolutely horrible

Preferred solution: Full refund

User's recommendation: ELLIOT Rentals

Anonymous
map-marker Manhasset, New York

Villa rental

I rented a villa in Amarante Portugal for a family celebration and due to the worldwide pandemic have had to cancel this trip. The villa owner refused to offer me a future date in 2021 as he says he is selling this property and refused to refund my deposit.

He has been rude and uncooperative. The new Covid19 law (Decreto-Lei n.17/2020) in Portugal says that travelers are entitled to a refund due to the virus. By listing the villa on your website your company implicitly warranted that the homeowner would honor his contract with me. The pandemic cancellation is beyond my control, a force majeure, and I am entitled to a refund for services not rendered.

Your company should support its clients or there may not be customers in the future. I am asking for your help to resolve my issue with this villa owner.

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User's recommendation: You need to be guarded in your transactions with the owners Fernando and Rita of Casa Santo Antonio in Amarante Portugal

Sally M Vqx

No Coronavirus refund!!! Are you kidding me!!!

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Our golf group rented a house in Las Vegas from 3/27/20 to 4/3/20 and even bought insurance. We got no refund!! The property number was 353**** and the property manager name was Mike Jensen. I am going on every social media platform I know to tell everyone that I can reach to NOT go through Homeway. They should be ashamed that they kept this money!!
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Loss:
$1816

Preferred solution: Full refund

Roel B

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Verified Reviewer

Refund still not paid

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Two weeks ago I canceled my reservation, nr XA-XHLV3K, property1026**** (Cork. Ireland). I am eligible for a full refund. AFTER TWO WEEKS I STILL DON'T HAVE MY ONEY BACK!! I called your service department three times now, and each time I get a different answer. Yes, the refund has been booked to my credit card, and yes, only a few days, Sir. Next call: we are busy, it may take two weeks. And today's call: there is a technical problem with your system I now have to wait until 6 April. And the technical people who have to solve the problem: they don't work on Sunday, Sir. WHAT A GREAT SENSE OF URGENCY! And in the meantime I am waiting... I WANT MY MONEY BACK NOW!! No more excuses about large volumes of cancelations, or systems that have a problem. FIX YOUR *** AND PAY ME MY MONEY!!
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Loss:
$650
Cons:
  • No refund paid
  • Customer service
  • Lousy service

Preferred solution: Full refund

User's recommendation: Don’t go there!

steve g Wat

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Verified Reviewer

Refund taking to long

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my trip was canceled because of this virus stuff, home away is saying it will take4 weeks to get refund. that is not acceptable for someone that lost their job
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Loss:
$1100
Pros:
  • House
Cons:
  • Customer service

Preferred solution: Full refund

Anonymous
map-marker Waxahachie, Texas

Refusal of deposit in light of coronavirus.

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We made a deposit of $499.00 on Feb 11, 2020 before the coronavirus was a problem. We asked for a refund and no response. We sent a letter to Fl Attorney General advising of our situation. HomeAway emailed us a response advising us to look at our cancellation policy. I will contact Fl Attorney's Ofc again, write the better business bureau and write to as many blogs as I can find advising them of HomeAway's practices. We have rented Destin beach homes twice before and not had any problems. This home was to cost us $8100 thank goodness we're only out this $499.00 and another $530.00 for insurance which is not being honored.
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User's recommendation: If you deal with HomeAway and there are any cancellations prepare for a fight to get your refund. Will never book thru HomeAway again.