Trust & Safety
HomeAway is a global community built on trust and inclusion. We're dedicated to providing a safe and secure marketplace for travellers, owners and property managers. We are here to support you 24/7, whenever you have questions or require assistance.
Book with Confidence
Our Book with Confidence Guarantee™ (see T&C for full details, including the timeframe within which you must notify us) offers significant advantages when you book your stay directly through HomeAway, including security deposit and comprehensive payment protection as well as emergency rebooking assistance.
HomeAway has more than 7 million reviews from travellers like you that help match you with the perfect home for your requirements. After your stay, both you and the homeowner will receive emails reminding you to review your experiences. Neither party will be able to see each other’s ratings until both have submitted their reviews.
Reporting Owner Misconduct
If an owner has acted inappropriately or caused you to feel unsafe, HomeAway will assist you with rebooking support and will investigate your case to determine if our policies have been violated. Contact us if you need assistance or wish to make a complaint. In case of emergency, contact the appropriate authorities immediately.
We adhere to rigorous security and privacy standards, backed by best-in-class technology that helps prevent fraud and harassment. Owners and travellers can carry out transactions securely in the HomeAway marketplace, thanks to the HomeAway systems and infrastructure that meet rigorous security standards to be PCI-DSS compliant. The disclosure of any monitoring devices at a home is required.
HomeAway's Book with Confidence Guarantee™ (see T&C for full details, including the timeframe within which you must notify us) protects your payment and security deposit 100%, and the majority of our listings are eligible for this coverage when you book your stay through HomeAway's online checkout. Owners and travellers can carry out transactions securely in our marketplace, thanks to the HomeAway systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant.
Always communicate with the owner through HomeAway's secure, private messaging platform, which protects you from phishing and identity theft. You should never be asked to wire funds or send money directly to the owners outside of HomeAway's booking and messaging channels.
Customer Support and Help Portal
The HomeAway Customer Support is available 24 hours a day, seven days a week via online chat and telephone. For assistance please visit our Help Portal.
We advise travellers to comply with local laws and regulations and to be considerate of local residents and the neighbourhood in which they are staying. Our community is built on respect and inclusion and we expect all our members to behave in a neighbourly way towards each other.
Our customer support team will help you to rebook during your stay if your trip is impacted by a natural disaster. For assistance, please visit our Help Portal.
Home Safety Preparedness
We encourage all travellers to complete a safety walkthrough immediately upon arrival at a home. This includes locating emergency equipment such as fire extinguishers or first-aid kits, and reading all safety information provided by your host. If you have any questions about safety issues in your home, don't hesitate to ask the owner or property manager directly. In the case of an emergency, contact the appropriate authorities immediately.
We use technology to detect fraudulent activity by verifying user accounts, giving you confidence in the authenticity of owner identities. We also conduct certain background screenings where we are able to do so. Although we take steps to confirm the identities of our community members, we advise travellers to always read the owner profiles and reviews thoroughly.
We've partnered with travel industry and medical experts to develop enhanced cleanliness guidelines for owners and property managers to help keep you and your family safe when you’re ready to travel again. You can find information about cleaning practices on the property listing page. We also encourage you to reach out to owners to understand their cleaning and disinfection process. Please also follow your local health regulations while traveling.
We want all travellers to find the perfect place to stay, and we encourage you to communicate with homeowners about your individual accessibility needs, including requesting clarification about any home accessibility features you may require.
We're committed to being an inclusive marketplace built on a foundation of trust, safety and respect, and to being a global platform open to travellers and owners without regard to race, colour, religion, national origin, ancestry, sex, gender identity, sexual orientation or marital status. We expect all users to demonstrate respect and tolerance in all interactions, and we reserve the right to remove from our marketplace anyone who fails to adhere to these principles.