mandy k.

After pointing out some issues with the apartment 5D in Sheridan Square Greenwich Village, NewYork to our rep contact - well to cut a long story short they admitted the very noisy aircon was broken but it wouldn't be fixed during our stay. Never mind that we couldn't sleep! Then the emails got personal and condescending when I challenged them and pointed out other failings that were not shown in the pictures such as 80% of the storage space was full of the owers stuff including out of date food in the the even noisier fridge etc. too many to go into here. Now I am back home I escalated this to HomeAway UK head office and basically am told they have passed it on to the advertisor but will not tell me what comms they will have with them due to data protection - so unless the advertiser contacts me I won't get to know anything. They more or less said put it down to experience. I am mostly angry that this 'rep' can get away with treating customers like dirt and just taking our money with no accountability for poor standards. This issue is ongoing but don't hold out any hope of a resoloution in my favour. Will think twice about using them as they are just a portal for owners to post their apartments on. I think I used their sub company Owners Direct in the past and had no problem though. I think HomeAway own several of the holiday rental companies you see on the web so do some digging coz there ARE lots of good ones out there. Oh and they haven't posted my negative review either - even though it is factual, accurate and stuff we would want to know. Hope this helps.