Keith K.

My agent Gauis, was super. He was patient with my need to check in with other travelers and with sharing multiple travel options for me to choose from.

I accidentally booked a non-refundable hotel reservation. I booked it 9 months in advance. I immediately contacted HotelsOne when I discovered what I had done. And even though the reservation was 9 months out, they refused to provide a refund. They further went on to cancel my hotel reservation, so I ended up paying for a hotel reservation without being able to actually use it.

This is terrible.

I've now contacted HomeAway customer service three times. Every single time has been a painful experience. It is almost as if their agents speak english as a second language. On the last call, they transferred me to a "higher level" and the person I spoke with then was far more competent. It was an actual conversation between two people that achieved the goal of my call in a straightforward way - the OPPOSITE of what occurred with the other three calls!