RJ E.

We rented through HomeAway in Europe from a UK owner. We paid the rental and the 200BP security deposit. Now we can't get the deposit back. The homeowner says that HomeAway has the money. HomeAway US says HomeAway UK has the money, but no refund has been authorized. The home owner says she authorized repayment. Bottom line, someone was paid, but no one has my money for a refund.

And forget calling Customer Service; seldom have I talked with a group that cared little and were willing to do less, like send an email to the owner or the UK division. Based on accents, I would guess the call center is in India, but 3 calls there made clear that it wasn't their problem, it was MY PROBLEM, so they wouldn't be doing anything.

I have recently returned from a 3-month trip using HomeAway rentals exclusively. I travel several months out of every year. I will no longer use HomeAway, VRBO, or even Expedia, their corporate owner, of whom I also used to be a regular customer. That 200BP "theft" will cost them a lot more on my lost business alone.

Hasta luego, HomeAway, soon to be Home Alone, as I will certainly tell everyone I know not to use or trust them.