Jacqueline S.

Due to the effects of Covid-19 I was forced to cancel a booking. The initial listing of the property offered a 100% cancellation refund if cancelled more than 30 days before the holiday. This is 7 months away so thought I would get an automatic refund of my deposit. The home owner refused and, after conversing by text, changed their property listing to say no refunds are available on the property. I started a chat session with HomeAway and their customer service representative was full of sympathy and assured us we would get a refund. She even went as far as saying that the owner was being very dishonest. But then, she 'forgot' to email us a transcript of the chat session and we can no longer communicate with them. They have refused to reply to all of our emails and terminate immediately when we start a chat session and mention the case number. Absolutely disgraceful behaviour from a previously well thought of company.