Holidaymakers should beware
For owners of great rental properties this company are simply ripping off clients.
Not only do holiday home owners pay a large fee to advertise, this company then charges clients over 10% fee just for booking, so 10% of what you are paying isnt going to the property owners.
Added to that owners do not get paid for often 10 days AFTER a guest has left.
Most owners want to have dialogue with potential guests to make sure the property is right for the guest and the guest is right for the property .Homeaway makes this impossible as they want to ensure all monies are paid to them and held by them until over 10 days after a giest has left.
Book direct with the property owners - there is usually plenty of hints in the copy as to the property name and a quick google will usually find the property.
Thie site allows bad owners to prosper and disadvantages good owners.
Review by Zipjet Garjito4 weeks ago
I have had good experiences renting on home away but when something goes wrong they don’t do anything to help you. I was scammed by person renting houses in Florida under the staples real estate name. (Stevenstaples.com) The home was unlivable and clearly had been damaged in a storm a long time before we got there. Sand in house, hole in roof, furniture wrapped. Because we didn’t stay there due to the scam, I wasn’t able to leave a review, explain that logic. Home away knew exactly what happened with pictures and proof from me. The scammer is still on the site. So check other sites for the business name and make sure there are RECENT reviews. Home away doesn’t weed out the scammers.
Review by HRosaV1 month ago
We would like to thank the owner for a wonderfull stay at his appartement last week, we had everything we needed and were very charmed of the place and especially the view of the lake every morning.
We enjoyed the Annecy lake area in all of its colours and beauty.
Review by Skjassi Mada1 month ago
Be aware that the owner can cancel at any time and you will lose your holiday.
Our booking (made September previous year) was cancelled 6 weeks before we were due to depart but we were not told until we contacted the owner about why we were unable to make payment for the balance due at which point she said she was cancelling the booking with no reason given. (Interestingly advertises the same property on another website at a higher price so is this why she cancelled ours?).
Neither she nor HomeAway would refund the deposit already paid, each claiming it was the others responsibility and HomeAway telling us to reclaim via our credit card company. While the credit card company did eventually refund us initially we paid for two holidays and as there was a claw back period for the credit card company with the refund we couldn’t use the funds until a month after we returned from the holiday.
No alternative holiday was offered by HomeAway leaving us to hastily look for alternatives. Their Book with Confidence guarantee is only as good as your credit card company and therefore worthless.
Review by Pinchy1 month ago
I booked a house for my family to visit during my wedding. I received an email stating I would get instructions on how to check in closer to the check in day. I did not receive this and attempted to contact Homeaway's customer service. I got connected on chat and the Agent never replied, I attempted to call and got an automated message saying hang up and try to call later. They have no customer service and I will not use them again.
Review by Lemajeur1 month ago
paid a portion upfront for holiday which I am sure included their fees. was then unable to complete the final payment as the website constantly showed as error try again later ! I have had to cancel the booking after 2 days of trying to pay and sort out a holiday elsewhere with 2 weeks to go and family from all over Britain driving to meet us!- don't try phoning as you just get options and then cut off - no actual person available. Host was excellent and issued 100% refund. Will be interesting to see how long it takes to get the initial payment back minus their fee for nothing I am sure. Will probably have to claw it all back through the bank.....the stress
update ** I received my refund in full in a matter of days having gone through an online chat on their website to discuss. I have therefore updated my rating to reflect this very good service. Thank you.
Review by Shronder1 month ago
Terrible company. Used to be really friendly and decent. Now just out to screw both the guests and the owners. I’ve been an owner using them for 12 years and they just unilaterally announced that they are going to keep my money until the guest checks in. Not acceptable. And no consultation. Use other sites, there are plenty better ones available.
Review by Carolinas1 month ago
Had to cancel my booking and although HomeAway promise 100% refund, not all money was refunded. They deducted admin fees. I contacted them via chat to challenge this. Unfortunately, the first agent simply disconnected from chat when I asked why I have been charged this fees. Second agent kept saying that my money were refunded and went on explaining the date it was refunded and the amount but kept ignoring my question about why I have been charged fees when 100%refund should have been made. He remained silent and repeated the same statement. The third agent also kept ignoring talking about the fees and he thought of a cunning exit. He said that he would raise this to the senior management and that they would be contacting me. it has now bee 21 days since and no answer.
It was a good opportunity to test their customer service and judging by the above, I would avoid them like a plague. There are many other decent booking sites around.
Review by Ustinia1 month ago
Until last week, HomeAway charged owners an annual listing fee plus a processing fee of 3% of every rental payment. Then we got this message: "Yapstone, your payment processor, has announced today that it has discontinued Advanced Payments. This feature released funds to you soon after a traveller paid. Going forward, your funds will be released to your bank account one business day after a traveller checks in.", i.e. they will be holding OUR money for quite possibly a year (we usually get fully booked for August in September of the previous year). Then we got a second message from Yapstone: "we have discontinued Advanced Payments as a free service. Effective today, your payment account is being converted from Advanced Payments service to Check-In service. We sincerely apologize for this short notice and appreciate the impact on your cashflow. .... So, we have created a quick way for you to resume the Advanced Payments feature. HomeAway customers who want to resume getting the benefits of advanced payments can do so at a cost of 3% per transaction (in addition to the standard processing fee) for the new service.
So now, HomeAway/Yapstone think they are going to get 6% of every rental payment, plus our listing fee, plus use of our money for months on end, plus their "service fee" to our guests. Are they joking???? What makes them think that we won't use Airbnb (which charges a flat 3%) or any other holiday rental platform? We signed up to Airbnb this year and they've brought us more enquiries, more bookings and better guests than HomeAway. We shan't be renewing our listings on HomeAway.
Review by Wilkesy1 month ago
Absolutely shocking customer service from HomeAway this week. I have been phoning and emailing for over a week with regards to a payment from a guest that has not paid to us from a rental and I am continually been pushed around and not getting any response other that "our technical team is looking at your case". It has now been a week!!!!
The fact that you have been sitting with the guest funds for over 30 days and the guest vacated my property 4 days ago.
I am getting every excuse in the book.
I get cut off, no one calls you back, which your customer service people ask you if they can call you back on the number you have phoned in on (whats the point in asking this if you dont call back).
It would appear that your customer service is slipping and you are not focused on resolving issues in a timely manner.
Review by Oota1 month ago
So after all the aggression with the property manager which I feel so for her, she finally canceled my reservation and refunded pending $252 USD out of $710.35 so Homeaway kept $458.35 the homeowner told me that she didn't take home any money wow!! Pay attention never again book with Homeaway they scam you. Scammers! oh, I know someone will reply and tell me about terms and conditions.
Review by Ailla1 month ago
As an owner we will now be taking private bookings as a result of changes in Yapstone payments
Review by Salchootchkin1 month ago
Review by Ganic Prenter1 month ago
We recently visited Villa Gaiole with a group of friends to celebrate my birthday. The property is beautiful and the hosts were amazing. We spent 5 days, but I would have stayed for a month. The villa itself is stunning, with postcard views in every direction. The interior is well-appointed and inviting with antique furnishings throughout. There are numerous rooms for entertaining, and more than enough space for our group of nine to enjoy. We toured the winery with David, the host, and he arranged a birthday dinner prepared by his family that was incredible. The property has an excellent location, and we enjoyed walking to the town to shop and enjoy local restaurants, although we had a car for day-trips to other cities. This is one birthday that I'll never forget, and I hope to return to Villa Gaiole in the future. It's a very special place, for sure.
Review by Insu Elanski1 month ago
OH WOW. Home Away came through for our family!!! We had booked a 3 bedroom, 2 bath condo in Florida at a golf resort and 42 hours before we were to arrive the owner cancelled our reservations leaving us without a place for our family to stay. Home Away came to the rescue and saved the day. They not only found us 5 other places to choose from nearby - they provided us a 3 bedroom, 3 bath house with our own pool at no extra charge. They paid those owners the difference. We were able to arrive as scheduled and enjoy our family time together. The Home Away representatives were calming and reassuring. They both emailed us and called us personally to make sure that everything went smoothly. We also met the owners of the new property and they are also pleased with how Home Away handled the situation. I wish I could give them a better than 5 star rating - they deserve it!!!
Sligh Family - South Carolina
Review by Slaphead Borland2 months ago
ABSOLUTELY DO NOT RENT THROUGH HERE. Our stay was far from perfect, however, it wasn’t unmanageable. WHAT WASNT MANAGEABLE was the fact that they wrongfully accused us for leaving the place a disaster when we know we left it SPOTLESS and they charge us $400! They went as far as claiming we s*** the bed!? WHO DOES THAT!? Then would not provide proof of said “actions”. I saw that some people had the same problem with HUGE charges from false accusations & thought we would give them the benefit of the doubt, but that bit us right in the butt. Go through Airbnb, this website is a joke and they will try to pin you down for more money with any excuse they can pull out of their a**.
Review by Hasmi2 months ago
Do not use homeaway! There is no adequate customer service or support if anything goes wrong. There is no oversight with corrupted landlords. Pictures of homes are doctored and dated. go to Yelp and read the reviews, its just awful...
Review by Steingraeber2 months ago
This is my first and last time using this company. They offer no help if you turn up at your holiday rental and thinks aren't as described in the listing.
We arrived on our first day of our holiday looking forward to a great time. That excitement was soon squashed when the property owner finally turned up with the key. She opened the front door and the overpowering smell of damp hit us. She then starts running round trying to throw half eaten food in the the bin that was on the kitchen bench, so obviously hadn't been cleaned before hand. There wss a light switch loose on the wall. The whole place was just grim, dirty and badly maintained. Nothing like the nice clean fresh looking property on the pictures
The home owner spoke very little English and just kept saying property very clean and nice. We contacted homeaway immediately who offered no help. They spoke to the owner in Spanish then basically told us they are just advertisers sort it out with the owner. This became impossible after the property owner fled the property whilst we were on the phone to homeaway. She then blocked me on what's app and stopped answering my phone calls or texts.
We refused to stay and at great expense had to find alternative accommodation. HomeAway offered no assistance what so ever and phone calls are answered by robotic responses from there foreign staff. Emails are answered by cut and paste responses.
Do yourself a favour and stear well clear of this company!!!!!!
Review by AdiM2 months ago
I'm a Owners Direct customer since 2008 and since HomeAway took over, it's gone down the drain. Not only do you now pay a yearly subscription fee but they also take a percentage when you get a booking, perhaps smaller than if you don't pay the subscription, but nonetheless I personally think it's bad business. On the renters side they also charge some exorbitant fees, for some supposed insurance coverage, which apparently (if you own one) most credit cards include. On top of the new fees we used get 80% - 90% percent of our bookings through them, back when it was Owners Direct, now I get about one booking a year and I imagine it's to do with their new algorithms. This is definitely my last year I advertise with them, it's a real shame.
Review by Liivi Ercolini2 months ago
Just wanted to say that we used HomeAway to book our summer holiday. We stayed in a lovely cottage in Broadwindsor, Dorset. I found the whole experience from Booking the holiday to the payment side of things very straightforward and would would recommend that people use this website.
Review by Ameerul2 months ago
Never use this service!!! HomeAway is fraud!
We paid in advance for 3 nights in Italy.
When we arrived the OWNER HAD DISAPPEARED!!! THERE WAS NO PLACE FOR US!!! We were with 2 small kids, tired after long journey and had to look for another place for sleeping.
Nobody told us SORRY.
Within one week we received 85% money back. Where is the rest??
Where is the difference between more expensive hotel that we had to paid??
NO RESPONSE FROM THEM.
TERRIBLE SERVICE!!!!!! NEVER USE HomeAway!!!
Review by GrizzyLu2 months ago
I made a reservation with home away on Expedia for a condo in destin Florida. Home away took my reservation and $808.00. They gave my money to the property owner I was told by home away. The property owner contacted me to say their condo was sold and my reservation was cancelled. For 4 days I have been contacting home away, the property owner and now my bank fraud department to get my money back. The property owner is unreachable. Home away will not guarantee your money. There website says they will but this isnt true. My bank is going after them. They are based out of georgia where my payment was taken. We are going to prosecute home away. Save yourself the hassle and do business else where. Home away just says we have to talk to the property owner. No refund has even been initiated on their part. I have told Expedia to no longer do business with home away.
Review by Kwex2 months ago
I am withdrawing my property from the HomeAway platform. The recent change to the payment system ensures I get no payment until a guest checks in even if deposit etc paid months ahead, and HA and Yapstone help themselves to substantial fees for the privilege. It’s time owners stood up to fight against this greedy scam fro Expedia (HA owners) and their associates. Let’s go back to simple membership based platform, and leave HA-Expedia to rot.
Review by McDucks Polavaram2 months ago
Our stay at the Barefoot Cottage Homes, unit 121, was very nice. The condo was very clean, nicely decorated, and accommodating to our needs. We loved having the pool as an alternative to the beach with young children. Management responded quickly to our questions and made sure our visit was comfortable. We also appreciated driving straight out of the complex onto Mile Road that took us directly to the beaches. It meant we did not need to deal with traffic on Route 1. We hope to return next year!
Review by Jesusfreek2 months ago
Lol, wrote a not so great review back on Jan 20 2019 , they got around to replying July 2, 2019!!
5 1/2 months later! What a joke!! Most likely will never use them again nor will I recommend HomeAway to anyone !!