Dean B.

Our booking was cancelled on the day we were due to travel. The message we received was from the owner who said that the property was no longer being rented out and hadn't been for a long period of time. They explained that the agent advertising knew about this and that it should not have been available for me to book. Had I not received this message from the owner that morning we would have travelled to the destination to have nowhere to stay. HomeAway were unable to find an alternative and so we had to pay over he odds to find a last minute place at the very last minute, the process of which took most of the day. We had only booked the one night as we were commemorating the anniversary of our mother's death, which as you can imagine was already an upsetting time. The customer service was appalling. I raised a complaint and got no response and we were refused a reimbursement of the cost of our out-of-pocket expenses, not to mention, the firm didn't offer anything in way of compensation. Instead they offered that they had already compensated us by giving us back the full amount we had paid, which I explained was a consumer right rather than compensation. I could never trust this business again and would recommended that others stay clear. It's not worth the risk