• HomeAway

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Overview

HomeAway has a rating of 1.12 stars from 1,753 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about HomeAway most frequently mention customer service, credit card, and property owner problems. HomeAway ranks 108th among Vacation Rentals sites.

  • Service
    119
  • Value
    104
  • Shipping
    30
  • Returns
    50
  • Quality
    95
189
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Customer service is ridiculous, do not use HomeAway, call the property directly.
  • As we are both in our 70's and high risk re the virus, I requsted refund or parcial refund from the property owner.
How would you rate HomeAway?
Top Positive Review

“I've always had good luck with HomeAway”

Cindi M.
4/4/20

I have rented numerous properties through HomeAway over the years, always with good experiences. I have found the company particularly stellar during the COVID19 outbreak. I had 3 separate properties rented in mid-March for a myriad of family memebers. They worked swiftly and efficiently with the home owners to resolve travel disruptions we experienced as a result of the pandemic. In one case, the homeowner was extremely gracious and issued a refund for our shortened trip which was quickly issued through HomeAway. A second property that my family had to vacate early (2 nights early) was challenging because of the property owner. The owner fell back on the 50% only cancellation fee for a current disruption. I will mention it was the Alamont Manor in Fort Myers, property #7084062. The owner is from Germany and not empathetic at all to what was happening with the advancing COVID crisis. I would never rent her property again. I bought trip insurance for that specific property through HomeAway. I was forced to file a claim with CSA which took numerous (7) hours to complete. Probably not worth it for 2 nights reimbursement. Which I will probably never see. Lesson here is I'll never buy trip insurance through HomeAway again. I would have been better off without it because HomeAway would have taken care of me directly. I really felt supported by the company through all this. I'll continue to use them for my travel experiences.

Top Critical Review

“Stay@ 2702 Willow St #B Austin TX”

Wendy L.
11/28/22

The place was very clean inside but had a odor smell which made us only spent one night instead of the 2 nights we booked the light in one of the bedroom was not working the property around was very bushey. We wanted to try something different but this place was not worth the price per night. If a person pay for 2 nights no need to be sending emails on check out time. I wi not recommended the place.

Reviews (1,753)

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Reviews that mention popular keywords

customer service (316) property owner (196) service fee (194) credit card (213) home owner (106)
Thumbnail of user wendyl702
1 review
0 helpful votes
November 28th, 2022

The place was very clean inside but had a odor smell which made us only spent one night instead of the 2 nights we booked the light in one of the bedroom was not working the property around was very bushey. We wanted to try something different but this place was not worth the price per night. If a person pay for 2 nights no need to be sending emails on check out time. I wi not recommended the place.

Thumbnail of user mkp58
1 review
0 helpful votes
September 30th, 2021

I booked a home and once I got there, owner would not leave for hours. Then had me sign a contract ( her own) stating all these ridiculous stipulations, cannot go into living room, cannot use pool without paying an extra fee, no opening windows, and the list goes on and that we cannot post reviews of our stay there was no recourse as I had no where else to stay after flying there. Do not use this company. They do not vet their homeowners and this one was literally crazy.

Thumbnail of user michelles855
1 review
2 helpful votes
July 6th, 2019

This site lists fraudulent properties and knowingly sells uninhabitable rental accommodation. Trying to get a refund is unlikely due to unfair clauses. Will never book with them again and urge others to rethink before parting with their money- fine if everything goes ok, but if there's a problem or you need help then you're doomed. And to add salt to the wound, they don't let travellers leave bad reviews, so you never get to share the truth

Thumbnail of user tarag78
1 review
3 helpful votes
January 24th, 2020

Never stay at Shady Shay Norton's place in West Hollywood unless you want to have your vaca ruined and be scammed out of money.

Due to the fact that home away seems to pay the home owner before services are rendered you could lose out in money. This owner promised me a full refund after jerking me around all day about checking in and then ghosted me and home away.

On top of that her apartment is illegal to rent. So home away does not check into those details.

Thumbnail of user lrln
1 review
4 helpful votes
July 25th, 2018

I actually had a great stay but when I tried to get my damage deposit, I got the run around. I ultimately had to dispute the charge with my credit card company. The owner of the property was awesome and tried very hard and multiple times to help me. She was also getting the run around and couldn't get paid from HomeAway. Seriously terrible. HomeAway pretends to try to solve the issue but nothing ever happens.

Thumbnail of user danielo470
1 review
6 helpful votes
March 15th, 2020

I book this is san antonio tx and wen i get to it is nasty so i call the customer service and they told me that i have to wait like 4 or 5 hours till the home owner goes and clean the house after i had a long day travelling so i say no im not staying in that nasty house we we want or money back so i talk to a supervisor for nothing worse then the customer service so anyway i didn't stay in the house and they keep my money they are just stealing from people

Thumbnail of user michelleb1635
1 review
3 helpful votes
April 16th, 2020

I'm another angry reviewer who had to cancel my trip because of Covid 19 and the no travel order. I have called customer service multiple times. The home owner won't respond to any of my messages. They have literally stolen $631 from me. I didn't have a choice about cancelling, it's a worldwide Pandemic! I will never use Home Away again. I really want to get an attorney and everyone get together and sue these crooks. What kind of people steal during a National Emergency. I'm so disgusted. DO NOT USE HOME AWAY! Don't rent from Aldophus Wilson in NOLA if he is on any other apps. He will steal your money and ignore you.

Thumbnail of user gh518
1 review
3 helpful votes
May 11th, 2017

On October 2016 it took some navigating around the site to reach customer support's phone or email, no 'Contact Us' at the bottom of the page. Secondly, the owner gets to rate 1-5 on the following: overall experience, cleanliness, house rules and communication with no explanation/comments. Thirdly, I received my rating after having reviewed my stay which mysteriously they lost (a long but thorough paragraph which words I now eat). I had only a month to review, and then was locked out even in responding to or questioning the owner's rating - no open rebuttal. I could go on.

I gave it two because I did not have a hard time getting and staying at the place but would not recommend.

Thumbnail of user hoomans1
1 review
9 helpful votes
January 20th, 2020

I booked an apartment in Cape Town for Christmas period back in July. Money was taken from credit card immediately. When we arrived in CT, there was neither an apartment nor an owner to talk to. I still don't know what happened. We spent hours on the street with 2 kids and more than 500 for phone calls to the support line. With no outcome. Fake rents seem to be the new business model. Everyday they require new documents to be sent. Although they did not deliver anything and they know... stay away from HomeAway.

Thumbnail of user jennyg86
2 reviews
0 helpful votes
July 12th, 2019

I received NOT ONE call or email saying my paid in full trip was canceled. We are to leave tomorrow and I can't find a phone number or absolutely no way to contact these people. I've tried to contact them without luck for 2 months. I'm so mad right now I can't hardly get threw this review. Trust me I will find the owner of this beach house and contact them personally. They will not get away with this bc my 4 children and grandchildren are devastated. That means this momma is on the war path.

Thumbnail of user stevenb547
1 review
0 helpful votes
March 18th, 2019

What I like is that they do it all. They have telephone help which is great for us older folks that don't understand the web. They also have insurance so I don't have to collect a SD. Tenants pay $89 for $3,000 worth of SD. The site gets me more calls then i could.
The Cons: it is expensive. They collect the state Sales tax and most people think it is a fee it is not. They charge between $350 and $500 +/- to the guests. They charge extra for Foreign Credit cards including Canada. To get up higher in the listing you must have good reviews... it no one review you then you fall behind and there appears there is nothing to do about it.

Thumbnail of user carolr107
1 review
5 helpful votes
May 13th, 2017

I've used HomeAway four times over the past six years and have been very satisfied. But this week, I've experienced nothing but frustration. The first home I tried to book showed my dates were available, but the next day I received an email telling me that my reservation was not confirmed. By the time I called HomeAway later in the day, the owner had pulled the listing from the website. Huh? I tried again with another property showing my dates were available, but first emailed the owner to find out if this was accurate. I received his reply telling me that my dates are available, but that he doesn't take reservations for high season in Florida this far in advance (8 months). Huh? I replied back, offering to adjust my dates and book for 2 calendar months. Haven't heard back from him. Don't really want to work with unreliable owners or websites like HomeAway/VRBO/VacationRentals, but what's the alternative for finding good rentals?

Thumbnail of user rajivg7
2 reviews
4 helpful votes
June 29th, 2020

Waiting on my refundable deposit of $500 (for a property of $290/n) with no one to contact. There is no number you can call and there is no way you can do anything else than just wait for their mercy. Contacted the property manager who confirmed that the property was left in an perfect condition which was conveyed to Homeaway the same day. At this difficult time when we all are feeling the financial pressures, they are illegally keeping our money. Will never book with them again.

Thumbnail of user melaniet73
1 review
2 helpful votes
December 14th, 2018

I was looking at homes in Hawaii for my family to rent. I thought I had found a great deal. I booked it. The cost was quoted in Canadian dollars. I had read everything that was included in the ad, paying close attention to the costs associated. When I got charged, it was in USD so I had no idea what was actually charged to my card until I saw my statement. It was wayyyy more than I thought it was going to be. It was really expensive. It's because I got charged an extra 500 USD for extra people! The ad said the house could sleep 10 and we had 7 adults and 2 toddlers and a baby. So why was I charged for extra people?! I immediately asked to cancel. I gave it two stars because the host was nice and approved the cancellation. I still have to wait for the full refund to show up on my card so we will see if I have any more of a hassle with this. I don't recommend homeaway. I went with the trusted airbnb instead. They quoted in cad dollars and charged in cad dollars. They also listed all the charges I would expect to pay.

Thumbnail of user grahama29
1 review
0 helpful votes
May 5th, 2019

I booked & paid an 8 night rental for a House (March 2020) 11 month in advance. Nearly 2 weeks later HomeAway contacted me saying the fee would be more that time of year and we need to pay extra $200 per night at their discount rate. I refused after getting legal advice, so they cancelled the booking with no comeback. Outrageous behaviour & totally deplorable

Thumbnail of user sandyb231
1 review
1 helpful vote
March 14th, 2019

The per night rate is deceiving, to say the least. I was very surprised to see the added fees - after the room was booked.
The website is easy enough to use, but when you book - you are charged EXTRA fees: "service fees", "owner fees", "cleaning fees", All these extra fees INCREASE your per night charge by 40%! That is a substantial difference in what you expect to pay and what you actually pay. Leaves you with a very disappointed feeling after what should be an exciting beginning to your travel adventure. Not sure I would use this service again. Managing expectations is the key to customer happiness - this is poorly done with the 'additional fees'

Thumbnail of user leannel30
1 review
7 helpful votes
May 7th, 2020

Booked in good faith, Covid-19 meant it was impossible to travel. HomeAway present as acting in your interest on their website but in reality tried to blame the home owner, only refunded the breakage deposit but not the balance. Suggested they didn't have it but refused to say where it was! 6+ frustrating, lengthy and repetitive conversations later and I still don't have my refund. STAY AWAY FROM HOMEAWAY.

Thumbnail of user carolj447
1 review
5 helpful votes
April 6th, 2020

We had success with previous VRBO but this time, it has been the worst of all possible worlds. Our travel plans were cancelled - everyone is staying home, around the world - and almost a month later they still haven't refunded our deposit, despite FIVE phone calls and promise after promise. Next, I'm going to my credit card company to dispute the charge. Was impressed by some of the things the company said early on; now, I know not to trust.

Thumbnail of user roelb14
1 review
0 helpful votes
March 29th, 2020

Two weeks ago I canceled my reservation, nr XA-XHLV3K, property******* (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!

Thumbnail of user antonyv5
1 review
1 helpful vote
November 15th, 2018

I paid $399 for a year's subscription, and although I've received more than that in bookings, I'm convinced that I would have got them through Airbnb anyway if I hadn't signed up. Also the way that they process charges is bizarre, with multiple backend processors, and very difficult to understand. I've been trying to change the account to which they send payment for over six months, a truly byzantine procedure involving PDFs and faxes with several companies, and which so far has been rejected twice for reasons I still don't understand. On Airbnb this is a quick online form and you're all done. Unless there's some reason that HomeAway produces great bookings for you, I would stick with less expensive and easier platforms like Airbnb.

Thumbnail of user hannul
1 review
1 helpful vote
October 14th, 2018

We are two Finnish married couples who hired in Venice an apartment (clean but quite cold) in Calle del Remedio 4407 in Castello1.-8. 10. 2018., in the center of Venice. The bedrooms are large, but the tiny, uncomfortable kitchen was the only place where we four could sit together and chat. There are not enough hangers for clothes and no coat rack! And only three undamaged drinking glasses for four people. On Saturday the boiler got broken and we had to be two days without warm water. Because it was the weekend no repairman was available, I paid 300 euro guarantee payment. Our contact person promised that HomeWay will refund it immediately but I haven't seen it so far in my band account.

Thumbnail of user adrianm198
1 review
7 helpful votes
April 22nd, 2020

I wish there would be 0 star review! HomeAway took 900 of me, due to Pandemic and lockdown they supposed to refund my money but they only transferred 560! They are ignoring my messages, telling me I'm uneducated because I'm not British. Fretting me that they will ban me from social media because I'm trying to get in touch with someone who is not sending me automatically generated messages. Pure Scam!

Thumbnail of user debrah513
1 review
4 helpful votes
June 5th, 2020

The owner cancelled without reason 3 weeks prior to our trip. Have spent 2 weeks fighting for my refund. Website says 5-7 days to get money back if an owner cancels. Not true. Customer Svc. Is outsourced to Manila and they are no help and difficult to understand. Gave them the benefit of the doubt once. This is now the second time I've had an issued. DON'T BE ME!

Thumbnail of user majora8
1 review
5 helpful votes
January 22nd, 2018

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.

Thumbnail of user tammyr207
1 review
5 helpful votes
May 15th, 2020

I made a reservation for a cottage for over a month in advance. No where on expedia did it say I would be charged immediately over 75% of the entire price. Then I saw my bank account drained of $441.20 by "HomeAway". I canceled within immediately and within 24 hours. It's been four business days and no credit! I can't get a hold of anyone at their customer service since they keep dropping my call. I had to cancel my debit card and dispute charges. STAY AWAY!

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About the business

HomeAway is a marketplace for vacation rentals. Home owners pay a fee to market their property to vacationers looking for accommodations. Similar sites include VBRO.com and AirBnB.com. Founded in 2005, HomeAway is now a public company (NASDAQ: AWAY).

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1,753 reviews
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