Joyce H.

When I tried to pay the deposit on the home, our credit card was declined. My CC company said it was declined because it looked like suspicious activity because funds were coming out of Dublin, Ireland. When I contacted HomeAway the Customer Service Rep told me funds are generated where the homeowner lives. Recommended I contact homeowner to confirm he is the owner and it is a legitimate rental. Assured me I can "Book with confidence". I contacted the owner. He was fantastic. He didn't have any idea why anything would come from Ireland because he lives in Canada. We finally were able to book the house. After our stay and receiving my CC statement, there were 3 separate "Foreign Transaction Fee's on our statement. The fee's were 1% of each transaction. When I contacted HomeAway and quickly referred me to VRBO payment processing department. Jennifer at VRBO payment processing dept., tried her best to help me. She was the only one throughout this whole mess who was willing to take the time to try and resolve my problem. She also stated the owner is on an "International Platform" and HomeAway/VRBO has an International in Dublin, Ireland. She was unsuccessful because they are a 3rd party billing to HomeAway. We did a 3 way call with HomeAway. HomeAway still could not give any reason for the charge and acted as if they never heard of these charges. I was then told to fill out an email with requested information and someone would get back to me. I spoke with the owner of the house again. I told him about these fee's and asked him if he banks in Canada? He doesn't have any International banking associated to his house he advertises on HomeAway/VRBO. I filled out the requested information along with letting them know about the owner. Their response "Contact the VRBO Payment Processing Dept.". I have been given the runaround! They do not stand behind their guarantee! Their employee's are not trained well and barely speak English, except for Jennifer! I will never book again through this company!