How to Get Good Customer Service from HomeAway

Fed up dealing with HomeAway customer service? You have legal options to get them to take your complaint seriously.

HomeAway is a rental service that connects homeowners with individuals interested in renting those homes for a specified period of time. Customers can use HomeAway on vacations, business trips, or even just to get away in their own home town. Homeowners can list their homes on the HomeAway website or app, including the amenities, nearby landmarks, and availability.

Plenty can — and does — go wrong when it comes to services that customers expect from HomeAway. From fraudulent charges to properties that are completely different in person than from how they are advertised, thousands have lodged complaints against HomeAway. In addition, there are a number of lawsuits against HomeAway for fraudulent behavior and scams. Of all those complaints and serious issues, which can ruin a vacation and give lasting headaches for months to come, far too many customers have expressed dissatisfaction when it comes to their experience with HomeAway’s customer service team.

Here’s what you need to know about getting good customer service from HomeAway.

Prepare for Your Conversation

Keep careful records of your conversations with the property owners and the listings. Take screenshots, if necessary, or check your account for records of interactions, booking details, and more. It may help to print out your conversations and booking information, or to jot down notes by hand to keep in a planner or safe place if anything happens to the online records.

Be sure you have all of your information organized before reaching out to customer service and support staff with HomeAway, as this may expedite the company’s response to your complaint.

When you do reach out, be sure to have a writing utensil and paper on hand to write down any notes or other important information, like a reference number for the complaint. If you complaint takes multiple customer support interactions to address, having that documentation will be important. Continue to use that number to identify yourself with multiple customer service representatives so you have continuity and a full documentation of your complaint.

Contact Information for HomeAway

There are a number of options for reaching out to HomeAway support, but by phone is likely the best option. The customer service department at HomeAway is available 24 hours a day and seven days a week.

    • HomeAway by Phone: Reach out to customer service representatives with HomeAway by dialing (877) 228-3145.
    • Chat Online with HomeAway: Visit help.homeaway.com for a listing of help topics and frequently asked questions. From the website, you can navigate to your account, where support and additional information will be available.
    • Email HomeAway: Unfortunately, there is not a dedicated email address for support staff at HomeAway. Use in-app support or reach out by phone instead.
    • HomeAway Corporate Offices: HomeAway’s headquarters is located at 1011 W. Fifth St., #300, Austin, Texas.

Next Steps if HomeAway Customer Service Fails

If you can’t get the answers you need — or the response you deserve — from customer service representatives from HomeAway, don’t despair. FairShake is here to be your advocate when it comes to holding big companies like HomeAway accountable for their mistakes — and listening to their customers. In just a few minutes, you can get your claim against HomeAway started with us. Trust us — we’ll listen to you and help make what happened right. 

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