Major A.

I am a property manager who has used HomeAway for years to assist in booking the properties we manage for our owners. In the last 1-2 weeks, I've lost 3 reservations because HomeAway leads the customer to believe they have paid the entire amount in full when the customer has only paid their booking fee. HA will not release the customers information so the we as the Lawful agent of the owner can contact the guest to finalize the booking. HA refuses t give the customers phone # or email even after they have paid HA. HomeAway says that we must mark the customers booking as Paid (when really they haven't paid us at all) which then sends the customer an auto email telling them that they've paid - in order for us as the property manager to get the information for the guest. It causes the Guest to feel that we as property managers are doing something wrong when really it is HomeAway. I've called support 3-4 times now and one agent refused to let me speak to a supervisor. I just called back now and was told the Resolution Dept was closed at 10:45 am Texas time. HomeAway feels they can "rule" everything. They are directly going against our state laws in the way they require us to handle the booking but they Could care less.

I'm sorry for guests because they Don't care, they don't deal with things quickly and they don't respond to issues. HomeAway doesn't manage or handle the properties in any way but lead guests to believe they do.

We as property managers are trying our best to advertise properties so that guests can book and have a great vacation. HomeAway is ruining it for everyone.