HomeAway charges hefty fees often around 300 pounds to the guests. One of the most conspicuous (and ludicrous) things HomeAway / VRBO has been A/B testing is removing the rates and calendar from the listings. The way HomeAway / VRBO has identified (or hidden) the service fee has left travelers with a bitter taste in their mouths. ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with HomeAway Customer Service. So you can pay more, for getting less. Hi, the Yapstone payments issue is the last straw for us. This is one useless guarantee, if you think about it is obvious. 3. HomeAway service team suggest I wait until 30 April and email them if funds haven't come through. We can certainly hope for better, but that is most likely out of the realm of possibility. As HomeAway there is absolutely no way on earth that they are not going to try and take a lot more revenue out of the business model. Best Regards. Phone them and youre dealing with uninterested employees. I have some final thoughts which I’ve been mulling over the past few weeks / months. I have cancelled my reservation on 14/04 and customer service is saying it will take 4 weeks to get my money refunded. While the implementation of the service fee and how it was mismanaged from the start is certainly a driving factor, other moves by HomeAway / VRBO have proven just as disastrous and have contributed greatly to the booking declines, which have been seen across the board. After the booking and my credit card was charged, Paulina (the property owner) sent a message that the amount should have been triple what I had paid for the week. In my humble opinion, this is what is going to happen. So, as travelers search for homes they see different things on different listings. My condo is in Maui. I agree with your comments. Others have turned their rentals over to agencies to manage. When a guest books through HomeAway, the guest will still be charged the service fee. I am out of pocket by over 20k due to their incompetence. I am still trying to get my Trip Cancellation Protection fee returned. Other Property Fees. So, the service fee does not necessarily come out of the travelers pocket. The “Best Match” search that was implemented by HomeAway / VRBO has made searching for vacation rentals by travelers a daunting, if not impossible task, and has thrown owners so far down the rabbit hole that some cannot be found at all. I agree about competitor websites springing up. To accomplish this they put in a series of “warnings” to travelers throughout their sites and on listings that the only safe way to book is through HomeAway / VRBO. Two weeks ago I canceled my reservation, nr XA-XHLV3K, property10268474 (Cork. I agree with you that HomeAway and Airbnb are different beasts. Consumers complaining about HomeAway most frequently mention customer service, credit card and property owner problems. User's recommendation: Stay Away. ‘The higher the total amount of the booking, the lower overall percentage of the service fee. You’d think HomeAway would see customers frustrations and try to understand them rather what they appear to be doing right now which is blindly carrying on pushing through changes that only serve them. This is my prediction and I’m happy putting it out there for anyone to see. Most frustrating to homeowners has been an absolute lack of communication from HomeAway / VRBO regarding changes. The guests are claiming on their insurance. Let’s explore some of the reasons why this is and make some predictions on how it may all pan out. here is the solution – albeit may take 1-2 years. Have you managed to find a valuable alternative in the meantime? That translates to HomeAway charging a little over 75 USD when it comes to traveler taxes. I agree that business models need to change to compete in an evolving market.