Giacomo F.

I booked a country house last summer that supposedly slept 8, but only 6 were inside the building: one double bed was in a tool shack, separate from the building. None of us slept there, the owner did not return our deposit, and instead fraudulently edited the property's description after my complaints to add "semi-detached".

After submitting full (and notarized) documentation to HomeAway:
1) They saw "semi-detached" as an accurate description, even though I had provided pictures showing the tool shack 10ft away from the building, without shared walls.
2) They admitted that they could not verify whether or not the owner had edited the listing, because of "limited storage capacity", and did not consider my printed version of the webpage.
3) They canceled the insurance, refunding the subscription fee, with a letter saying that the policy "never was in effect".