Rob W.

Based on the prior comments - ours is an all too familiar experience. We also wish there were a zero rating available!

Made a booking for a Chicago apartment - money paid - confirmation received.
Exchange of several friendly emails with host - all seemed fine.
2 weeks later, the host (Ryan)emailed: do you still want the place?
We replied: of course, you have our payment as the guarantee don't you?
2 days later: your booking is cancelled, your money has been refunded (we are better off than most it seems...)
Contacted Ryan: he says " yeah, I just saw that, can you explain what happened?"
Huh?!? I'm supposed to explain?
Being generous - he screwed up... he doesnt understand the system - At worst he screwed us over and took someone he knows (the subsequent booking was forna day shorter...) But we just wanted a quick explanation and - oh, I dont know - an apology? But he has never replied since
Started the complaint process to see if HomeAway could get him to remove the booking that got dropped into our slot and reinstate us
I mean, that is what any of us would do right? Call the second booking (it was for only a 4 day weekend our booking was for 5),, apologize for the screwup and put the original booking back in...
Anyway - as you can guess from the prior postings, the common theme from the HA people we have heard from is "how the location is managed is all on the host". NOT acceptable - they are the 3rd partner in these transactions and making lots of money off the process (one of the biggest booking organizations in the world) - they should insist on some standards towards the guests using their system.

We should have stayed with the tried and true BOOKING.COM which we have used for 25 years of travelling witout a hitch... buuuut my wife found this lovely looking apartment on HA for a little less money so we tried it. Mistake. By the way we have also kicked AirBNB to the curb due to their new " we gotta' know everything about you approach"
Anyway - going to Chicago? Avoid Ryans "cozy west loop apartment w/ jacuzzi on HA and VRBO...