Homeaway.com Complaint

Homeaway.com Complaint


Horrible Customer Services and Resolution from the Renter Point of View - Rental Property Customer Service Response

I reached out to the HomeAway support staff to seek a resolution for a mobile platform glitch that allowed my individual profile to send the exact same reservation to the exact same property within a 3 minute window. I was informed by Rona, who refused to give me any additional information other than that she was a Supervisor, that HomeAway is just a advertising platform that enables owners and potential renters to connect. However in no way are they responsible for system glitches like this that clearly demonstrate that no reasonable person would put two identical reservations for the same property for the exact same time. All I was looking for was some reasonable reassurance that there was no possible way that I would be charged in full for the same property same trip twice (given the fact I can see two pending charges on my credit card). However I was told over and over again that it is in the hands of the owner and that HomeAway customer service cannot and would not do anything.

The lack of customer service and the ability to find a resolutions to a situation that is so obvious infuriates me. I have no confidence in HomeAway or their platform. I will never book a property through their system or any other affiliated entities like VBRO.

I'm not sure how they can continue to function with such poor front end management and customer relations. No matter if you are the Renter or the Landlord I would not rely on this company to handle any situation with professionalism. Stay Clear!!!

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