We rented a home that was dirty. I contacted Homeaway and they said we had to deal with the home owner, and that usually just by creating a report the homeowner usually resolves the issue. I had taken pictures of the big cobwebs, leaky faucet, kitchen light did'nt work, really filthy furnace filter that we had to walk by at eye level on the way down the stairs from the bedrooms, ants on the kitchen floor, etc. I thought I deserved some money back (I spent a lot on the rental) due to unclean conditions and the home owner emailed me back saying that previous customers didn't complain and she didn't see a problem. She said to email her husband, a Lawyer, and he would handle it. She created a customer bad report on me even though I did nothing wrong. I asked her later if she honestly thought I was a bad customer and she said no and that they were cleaning up the house and fixing things.