HomeAway
Reviews and Complaints

On 24th May I submitted a complaint under Ref [protected] with Doni over the telephone no [protected]-23rd May HA-GGN8TX - Still not resolved.

The reason why I called was to request the team to listen to a call back because I booked a stay for 3 days but H&A booked us in for an extra day, charged us for this but we had already made plans. We only found out when the owner told us we were checking out early. My request was to ask for a refund as this was an error made by home & Away.

Since my original call I have received very poor customer service. Second call 7th June I spoke with Charm who said the London team are dealing with the enquiry and will call me back but no dates stated. 3rd Call was 21st June with Pau again chasing and now the team were blaming the London office but refused to give me any team leaders full names at their or their London to escalate query further. The team were were poor, not helpful, No SLA's in place in your company for queries which is unheard of. As a customer there were no further lines of help to get my case resolved. my work e-mail passed onto outside advertisers without my permission and still have not actioned Case no ([protected]).I am sure the Ombassmon and Expedia would be interested to here about this. Look forward to your swift response Peter Drakeford [protected] [protected]@hotmail.co.uk

On 20 Apr 19 i rented a home in Rowland heights, CA. Our main reason for renting was the pool from the pictures. We have two families that were going and we wanted to rent a house together. When we arrived on 26 Jun the beautiful pool from the photo was not what we got. The pool had algae all in it and was stagnant water. It doesnt look safe to swim in. Nobody is happy with this rental, and we just want to get out of it right now. I have emailed the owner and we are waiting on his response. We'd just like to get out of it and find a place to accommodate what we wanted to have initially. There's cockroaches in the home and this isn't a well kept property at all.

I have a reservation from July 14-20. I need to cancel because of husbands health issues. They have given me such a run around
In customer service. I paid for trip cancellation. No one can get hold of owner at email or numbers provided. Apparently you have
Shady people you deal with. Home Away has taken his property listings off the site. You have charged my credit card the full amount
And I want a refund 100%. I want to know why the owner cannot be contacted. You were quick enough to give him my money, charged
On credit card. I have an open case # [protected]. Contact me at karen.[protected]@yahoo.com
Karen Szczepanski

On April 21, 2019, after a long break that started in 2015, I reactivated my ad No. 33041.

I quickly found out that something was wrong, because after the payment of the ad fee my advertisement has not been published. After several calls with the customer service, I finally found out that a payment o € 148.94 from 2015 was still outstanding.

On June 5, 2019, I sent the payment confirmation of the outstanding amount by e-mail.
Until today June 24, 2019, after other calls with the customer service NOTHING has happened and my ad is still blocked.

My request to be connected by telephone with the "colleagues working on your case" has always been categorically denied.

I now expect my ad to be activated as soon as possible and that I will be informed accordingly. I am also waiting for a written explanation as to why the reactivation of my ad is taking so long.

Rented from them through Homeaway. They, after saying they would provide 2 sets of keys, said no. With only one set, we could only leave together forcing us to change our plans.

They refused to call us. They would only communicate through text. Their mailboxes were full. The absolute lack of customer service was appalling.

Homeaway did nothing. They are more concerned about their flat owners than the renter

We booked our stay on 6/16/19 with instant booking at $55/day from 1/10/20 to 3/10/20 It was confirmed and we cancelled another property we had booked with you. At 2am on 6/17/19 we received a email from the owner saying he didn't have that many weeks available. Well, surprise. The same owner with the same property is advertising the same property at $65 per night for the same dates. What a scam. How do you let these owners keep getting away with this. My confidence in Home away is rapidly going away. Reading other reviews of Home away I'm not the only one with these complaints. I await your response.

The house is very dirty and poorly equipped.
Grime in bathrooms looks like walls never cleaned and extra bad in corners and shower rail.
Only 1 towel per person and one is so thin andqq ragged it looks closer to a rag than a towel.
Bedrooms are very musty smelling and causing asthma attacks. Bedding just as bad.
Kitchen dishes had to be scrubbed before use.
We are moving out and looking for another place for rest of trip and expect refund for unused days.

Hi there

Property #6219218 was booked from 4/7 to 11/7 in Valencia

I made this payment but had to cancel this trip as my father has to go into Hospital for a operation .

Payment 1(Pending acceptance)Paid

€167.75 .

This owner has not got back to me about receiving this money as he said see below

You have to ask the booking site to reimburse you because it has kept the money.

Romain A. HENRI
33.(0)6.75.61.03.75.

And also

The money you paid to Homeaway is at Homeaway. Homeaway did not pay us anything. You must solve the problem with Homeaway.

Romain A. HENRI
33.(0)6.75.61.03.75.

This guy is a conman and his property should be removed from your site .

Can someone please contact this owner as he is not replying to any of my emails

Thanks

We found property 13525vb owned by Janice Williamson on homeaway in December 2018. My sister booked this property thinking it was with homeaway. When she submitted the request she received a reply from Elizabeth Sciara. She told my sister they were in transition from Janice Williamson who hired her to take this over due to health issues. My sister submitted a payment of $1, 260.16 to hold this place for us. On May 22, 2019 my sister went to pay the balance and found out we did not have that property for the week of June 22 through 29. She contacted the owner Janice Williamson and she told my sister she hired Elizabeth and fired Elizabeth 6 weeks earlier.
Janice told us we would have to contact Elizabeth to get our money back. We tried and got nowhere. Elizabeth even had Matt McKenzie call and said he was her attorney and they going to sue Janice.
We did some checking and realized Matt McKenzie is not an attorney.
Again we contacted Janice Williamson after contacting an attorney and told her she is responsible since she is the one who hired Elizabeth. Of course she she is not responsible and Elizabeth owed her money too.
I am upset that homeaway does not hold the property owner responsible for hiring an individual who accepted rental requests and not using homeaway.
Janice admitted she hired Elizabeth and we have an email from her stating that.
Janice Williamson property is still listed on homeaway and of course I can not warn anyone interested in booking her place .
This is so wrong and now I am not able to trust anyone on homeaway.
PROPERTY OWNERS NEED TO BE HELD RESPONSIBLE FOR THEIR ACTIONS WHEN THEY ARE RESPONSIBLE FOR THIS MESS!

We booked this apartment in St Germain, Paris, and upon arrival it quickly became apparent that the property photos and description of the property on line DO NOT match what we found. There was active mould in many areas throughout the property, and nowhere in the property description did it say we would be staying in a mouldy property. Mould in most cases is easily removed with bleach, the amount of mould within this property would indicate it had not been cleaned adequately for some time. It became obvious very quickly that this was neither hygienic or a healthy environment to reside, and we had no option but to leave. As the Internet was also not working, we phoned the property managers who advised we were entitled to receive a refund as it was not a healthy environment in which to stay, which is of particular concern as I am an asthmatic.

In regards to the internet, we specifically chose places throughout our stay in France that stated they had internet connection. We require internet for work purposes, and no access to this also meant we would not be able to stay. We spent less than an hour in the property, as it was far below expectations of what most people would deem liveable. The property owner has refused to provide a refund as he said "you should expect mould in Paris". This defence is not acceptable. When we phoned the contact in Paris, we were told that as it was not clean, we could leave and get a refund. We are extremely disappointed as we had to leave and make a last minute reservation elsewhere at considerable cost.

After writing a review that was not completely positive, although I did give 3 stars, I received the following negative emails & even a threat to write negative things about myself. The emails were from Kathy. I called & left several messages but never spoke to anyone while there. I did receive a couple of missed calls but no messages were left regarding issues. This property manager should be reprimanded or taken off the site. I have no problems with homeaway itself & will continue to use this site but I will make sure I talk with owner personally before trip. Please respond to email below.
Lisa Murphy
Lisa.[protected]@wku.edu

I have been listing with home away for 8 years now. I have only had three bookings with you this year. I pay 295 a year to list. Logging on as a guest it shows my property as available but when you go to book it says change your dates these are not available. They are available and I have had another enquiry just now from a lady saying that she cannot book. I am very angry that I have paid all this money and my property cannot be booked. I have been on the phone they have said it has been reported. The lady I spoke to today was very rude and unhelpful. I will be contacting trading standards as I have not received what I have paid for this year. My property I d is 8130152
Tracy Race
[protected]

10 June 2019

Dear Sir / Madam

MY RESERVATION ID : HA-2ZWQZT
Property #2024481 # Owner name : Family Dugdale/Hügli Marianne Hügli
Dates : Jul 16-25, 2019, 9 nights
Guests : 3 adults, 0 children
booked under booking terms : 100% refund if canceled before 30
days of arrival date

We booked through your site and our card was charged for the advance
at time of booking and we paid at time of confirming the booking. We
don't know the owner of the company / any one else ( except your
website at time of booking.

Post doing the booking from your site, the owner of the property sent
us a contract which she said is for the purpose of the Swiss tourism
department along with passport copies of the travellers. She
threatened us that if we don't sign and return fast, she will cancell
the booking. We provided the same to her.

Subsequently Our travel plans changed and we cancelled the booking in
time ( June 04 / June 05 ) ( wel before the 16th july 2019 )

However the amount charged to the card has still not returned, and we
feel we have been cheated by your site as we have booked on your
written web conditions that 100% refund of the money . The owner of
the property Ms Hugli says that she will not refund the money .

We request kindly initiate immediate refund to the card ( within next
72 hours ) else we will proceed with legal action against your
company for intentionally cheating

i await your response & quick action .

amit gupta
India
+91-[protected]
[protected]@gmail.com

Evoke Vacation Rental Inc.
717 17th Street
Denver, CO 80202-3318

HomeAway Inc.
1011 West Fifth Street No. 300
Austin, TX 78703
Represented by: Evolve Vacation Rental Network
Ref: Property 7433799
Rental Period: 1/6/19-3/8/19

My wife and my stay at "Stay Smooth" was not only unpleasant due to the landlord's constant surveillance of our activities, but in addition the landlord denied us proper heat, no air-conditioning and locked us out of the home for days which is illegal. It appears her intent was to drive us out of the home early since the rental payment was non-refundable. The actions of the landlord Zorika Coleman are against Florida State Law and there are 2 police incident reports documenting the abuse.

We rented the house from January 5 to March 8. In January, we had to keep asking for heat daily since the temperature would drop during the night outside. The temperature in the house was frequently about 66f degrees which was absolutely freezing to the body. I have Raynaud's disease and to be comfortable and pain free need a temperature of about 76f which is the reason for renting a home in Florida in the winter. Having to keep calling for heat daily upon waking is unacceptable. My stepdaughter Carleen Mulqueen visited us twice in January and is a witness to the fact that all 3 of us had to wear jackets in the house to stay warm and nights were very uncomfortable. The police responded to our call on January 30 when we were given 48 hours to leave the property. Issues of the landlord's constant surveillance of us and heat denial were also reported. Almost daily, we would call Evolve over the lack of heat. They would in turn call Zorica and ask her to turn up the heat. She would sometimes turn it up temporarily for several hours prompting us to repeat our pleas for heat. We actually rented a hotel room for the last night of our stay when the cold of winter returned, and we were locked out anyway. When you pay over $4, 000 a month for a rental home, you should have access, air conditioning, and should not have to beg for heat.

The landlord Zorika Coleman denied air-conditioning during our entire stay. We experienced days of record heat in February when the house would reach 90f degrees with extreme humidity. My wife who has asthma was effected and having a hard time breathing and needed to use her rescue inhaler. After many attempts to Evolve requesting the landlord, Zorika, to give us air-conditioning, they were unable to get her to address the situation and instructed us to open the windows and in one email offered to pay for a fan. An email from Evolve said there was nothing more they could do to help. This is unacceptable. If the air-conditioning was not working, a service call should have been placed to get it fixed! We actually had to check into a hotel on the nights of February 22nd and 23rd because the house was hot and uninhabitable. I was concerned for my wife's declining health due to her asthma. Zorika's constant surveillance of the house remotely through cameras led her to immediately complain when we opened the windows to get relief although we had been instructed to do so by Evolve. Email records support this. It was cooler outside of the house then inside. My wife's brother-in-law and wife who are Florida residents stopped over on February 20th for lunch and can testify to the temperature in the house being in the high 80's.They were extremely uncomfortable during their brief visit. Zorika complained that we had many people "coming and going out of the house" and she proceeded to lock us out of the house. Our two daughters were our only overnight visitors during the 2 months period that we rented the house. The house is a 3 bedroom home that can accommodate 8 guests according to the listing but Zorika was very agitated when we mentioned our 2 daughters would come for several days and insisted we send her photos and copies of their licenses.

We were locked out of the house on February 1st, 2nd, 3rd, 4th, 20, 21st, March 4th, 5th, 6th, 7th, and 8th. Zorica controlled the lock remotely and eventually had a padlock put on the gate to the rear of the house trying to block us from a rear door and window entrance. There are email records of her threats to lock us out proving the intent to do so. Zorika threatened to lock us out if we did not replace a rug that she insisted our dog had urinated on. Our dog is an 11 pound Service Dog that travels to hospitals and nursing homes, is completely trained, and was never left unattended in the house. She never urinated on Zorika's throw rug. Proof is in the Polk County police incident report number S190310684. We had been locked out another time because of a false claim that there were people coming and going. My wife's brother in law and his wife had stopped over for several hours on one afternoon. That was the extent of people coming and going.

The landlord Zorika would monitor our everyday activities remotely and immediately text my wife regarding anything that did not please her. One day my wife put a chair on the porch to await my arrival back home from Dialysis. We had purchased a a brown plastic lawn chair for the porch and were accused of trying to block her security cameras. She would text my wife telling her that she had seen animal feces in the backyard through her cameras. Our dog didn't really play in the yard frequently, however, we always cleaned up if necessary. We went looking for the leaf that might have fallen into the yard and that she could assume was feces. Our dog is an 11 pound Havanese and her poop is small. It would not be possible to see them on a camera, but we had to humor Zorica and pick up a few sticks. My stepdaughter Jennifer Aponte visited for 2 nights on January 23rd and 24th. On her first night she went outside to relax on a warm evening. She was outside from 10pm to 11pm and when she came inside she turned off all the nights. The first text of the morning from Zorika was a complaint that we left lights on all night outside which was again an untruth. Our daughter, Jennifer, became the subject of constant surveillance and harassment. Jennifer let our dog outside when she first arrived and was getting her luggage from the car. A text message immediately came from Zorika telling us not to let the dog "run all over the neighborhood". From then on my wife made sure that the 11 pound service dog was always leashed. It was very uncomfortable to be under surveillance in a house that we rented. According to a review submitted by a prior tenant, she had denied them air-conditioning and subjected them to harassment as well. Indications are of a history of abuse. This review was not posted until after our stay was over.
Florida law rewards three times the rent for being locked out of the house. We want at this time only a complete refund of the rent plus a total of $450 for the three nights spent in hotels. If legal procedures are necessary, surely the extent of the law will be assessed. You can avoid release of the enclosed publication and letter by acting on this request in a reasonable amount of time. Please respond immediately.
We have copies of the texts between Evolve and Carole and I to substantiate our claim.

Abe and Carole Grove
47 Omaha Avenue
Rockaway NJ 07866

I received a guest at my house through the HomeAway website check in on May 31 and check out held on June 3, 2019. We found the house with 2 broken doors, needing to be replaced and 1 broken wall. Not to mention the excess cigarette smell in a house where the rules were forbidden to smoke. I have attached values of the service execution and I am looking for host positioning. the HomeAway web, has positioned me that nothing can do regarding the occurred ... need help with such damages.I also noted that the telephone number registered by that guest on HomeAway, and accepted by them, is a number from another person ... that is, I imagine they have not been properly checked.
I realized this by contacting her by message with the host on her registration phone number ... and I realized that the number was not the guest's.

My husband and I have had a subscription with VRBO as vacation owners since 2015. Suddenly, March of 2019, our account was moved from VRBO Payments aka Yapstone to Homeaway Payments as payment vendor. I have not received a payment from travelers since March, though 8 different travelers have booked since then. My account was unable to accept bookings for a month, then finally in May I was able to accept bookings but, payments could not be accepted. I was advised the most recent booking I accepted last week to arrive this Wednesday their payment would not post until after check in. Today is Friday and I called VRBO Support again looking for my current guest's payment only to be advised I will not receive payment for another 3 weeks, because this is the first booking with Homeaway. So my customer loyalty for 4 years is worth nothing. I am being treated like garbage. The agents on phone are unable to assist because nothing makes sense and there is no accountability. I have been forced to coordinate with travelers for payment and they have found the same lack of responsibility when they call to troubleshoot their payments rejecting. This booking agency has gone from stellar to horrible in the last 3 months for me.

No. 6116413

We sent this email to you on 14th February and are still awaiting a response.

We as property owners of apt. 5aac. Edificio da Nora, Lagos, Algarve wish to make a formal complaint about the review you have posted yesterday on our ad. This review has malicious content and has damaged our reputation. The title of the review is 'Theft'. We strongly disagree with the content of this review and request it is removed immediately. To limit the damage we have had to hide our advert. causing us much stress and loss. This review about a theft is a total fabrication and a theft never happened and we can substantial this.
We feel that such a review cannot be posted as it is untrue and there is absolutely no evidence to support such a theft. We believe that this alleged theft was fabricated. We do not understand how HomeAway could post such an event without substantial evidence and without contacting the owners of the property. This review has caused enormous damage to our reputation and our ability to rent our property.

We require immediate action and support otherwise we will be pursuing Home Away for damages.

Terry and Jacqueline Curry

I am unable to reach the owners of allpoconorentals No one will call back or respond to an email. When I speak to homeaway they do not give me any help. I need to cancel my reservation and I find no where to do that and need record of cancellation and my money returned. my reservation id is 03426f1fb9698c55 property #4366416 I feel thet are waiting for my deadline to pass and will not return my money. My email is elaine.[protected]@gmail.com [protected]

photos to support my previous email property no 6878182 let May17-20owner Piero Avincola .We only stayed 1 night though booked 3 .There was no information and the owner showed us around briefly with very little light(most shutters closed)Only 1 partial toilet roll, a tiny bit of washing up liquid, drab old towels, dirty cutlery, plaster flaking onto crockery in cupboard, old clothes in wardrobe, revolting shower, rusting radiators, full ashtray on balcony.We paid230 euros plus100 deposit=330 euros.Had to find other accommodation, so depressing.Two other Homeaway properties this holiday were perfect,
I hope for at the least a partial refund.
Diane Morphew

I made a booking with:
Reservation ID HA-SY13LP
Property ID 6495890
...last weekend (12/5/2019) and was debited £1, 082 from my bank account on 14/15/2019 automatically but was asked by the Owner to cancel my booking (see attached photo) with them saying that the prices for that week were not as advertised on Homeaway. I did this immediately but I have still not been refunded the money taken from my account.
Could you make the refund or call me to explain when this will be made. thank you
bill judge
[protected]@rpeurope.com
00 [protected]