Janet L.

It took me over two hours of hard work, frustration and persistence to get the code to the lock box for the cottage I am renting. It is a good thing that I started well in advance so the whole thing didn't ruin our very short vacation, but still there is no excuse.

TL; DNR The homeowner says that HomeAway has the entry code. HomeAway says they don't have it. They say this many times... until it turns out they admit they actually have it and give it to me -- two hours and five phone calls later.

In order to get the code, I:

1) Contacted the owner who told me that HomeAway had it.
2) Called HomeAway customer service who told me that the owner had it and they didn't.
3) The owner called me saying that HomeAway had called her. She said again that they had the info, but that she actually had it and didn't feel comfortable giving it to me until 72 hours before our arrival.

4) So, I wait until 72 hours before arrival and contact the owner. The owner now says that she *thinks* the code is XXXX, but is not really sure and I should contact Homeaway to get the code.
5) I call Homeaway again.

Homeaway rep: You don't have the code? I'm going to call the owner.
Me: I just called the owner and spoke with her 2 minutes ago -- she isn't sure what it is.
HA rep: I'm going to call the owner... please wait.
Me: I just called the owner and spoke with her... she doesn't know the code.
HA rep: If you please, I'm going to call the owner.
Me: Would you stop reading off your script and just listen to me. DON'T CALL THE OWNER SHE DOESN'T KNOW THE CODE. SHE SAYS YOU HAVE IT! And I can see from your information that she has been with you for over 10 years. If she says you have it, you probably do!

HA rep: Then, you would need to download our app. I will send you a link.

I try installing the app and it finally works on something like the fourth try. I look through the reams of info on the app -- everything I could ever want to know about this cottage and its environs, but there is no door code. So I call back again.

6) HA rep #3 So, I will call the homeowner.
Me: No, don't call the homeowner, she doesn't know it. She says you have it. She's been with you 10 years. I think she knows.
HA rep#3. So, you need to download this app.
Me: I did that and I don't see the code.
HA rep#3. Are you seeing details?
Me: I am seeing many details, but not the one detail I want. I see the address of the property, directions, information about restaurants, about shopping, about the beach, about how to hire a private chef, how to buy insurance I don't need, but I don't see the entry code.
HA rep#3. Let me transfer you to customer care, here is your case number.
<wait, wait, wait, wait> <hang up and call back with case number>

6. HA rep#4. After asking me all the preliminary information (which I supply for the fourth time) finally transfers me to the "Traveler Care Department"
HA rep#5 Finally, I reach a human being who is not pretending to be a computer (i. E reading off a script). After insisting yet again that the owner isn't sure about the code, but says they have it, HA rep#5 suggests that I download their app. But maybe I haven't downloaded the right one (the icons look the same though? What?!?).
Me: I'm done trying to download apps, please just give me the code.
HA rep#5 Well, I can take a look back through her information.
Me: Great, do that.
HA rep5. Ah here it is. The code is XXXX.

Ah... so all this work for a two day vacation. Wow. Stunning.

I joined Healthboards a few days ago and will probably be leaving very soon, if I don't get banned first. I have participated on many Internet forums and for lack of usefulness and general snottiness (on the part of the mods), this forum is in a class by itself.

I spent a long time writing a cogent, detailed post on my condition and situation. At the end of the post, I asked for advice. My message was taken down within the hour and all I got for my effort was a message from the moderators saying that I had violated the forum rules because I... wait for it... asked for medical advice! Only my doctor can give me advice about a medical condition and everyone else in the world is entirely ignorant and unhelpful. Well, they didn't phrase it exactly like that, but that was their drift. They also suggested I was stupid for asking for medical advice in a forum. So, not only did they slap me on the wrist for doing what any rational person would attempt to do on a **Health Forum,** but they were rude about it to boot.

As you might suspect, there are many, many post on this forum asking for medical advice. I have a hunch that they just didn't want someone too articulate and informed on there.

If I were you, I'd stay far away from this place.