Owner FAQs
Log On Assistance:
Editing:
Payment:
Photos:
Traveler Reviews:
Owner Community and Resources:
Still need help? Contact us:
Email
Email us here
anytime
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Phone
(877) 228-3145 or (512)
782-0805
Monday through Friday (7am - 7pm CST)
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Mail
1011 W. Fifth Street, Suite
300
Austin, TX 78703
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Community
Connect with other Owners & Property Managers
and get answers in the Community
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Cannot log on due to security questions |
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We want to help you access your HomeAway account as quickly as possible. In order to help restore access to you, we ask that you call us at 877-228-3145
or (512)782-0805 to verify some security questions.
Our customer service representatives can assist you Monday-Friday, 7am-7pm CST.
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How to reset your password |
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To reset your password:
1) Visit www.HomeAway.com
2) Click Owner Login at the top right
3) Click Forgot password?
4) Enter your email address and click Send request
5) You will receive an email with instructions on how to reset your password
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How to create a listing |
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We appreciate your interest in advertising on HomeAway.We are confident that listing your vacation rental property on HomeAway.com will generate the
bookings you need to keep your calendar filled. Don't miss out on any inquires from interested travelers! Get your listing live and working for you now.
Here's how to get started:
1. Go to http://www.homeaway.com/info/homeowners
2. Fill out the form and click "register"
3. Follow the easy steps to set up your account, pay, and create your listing
4. Work your way through each of the tabs at the top to input your property description, photos, location, etc. Remember, the more detail, the better! Be sure to save your updates
before moving to the next tab
New listings will appear on the site approximately 5 business days after payment is received.
We look forward to working with you in the near future!
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How to create a Featured Listing |
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When you purchase a Featured Listing, your property thumbnail link and summary will appear in rotation for one of three prime positions on a
location-specific landing page. This is an easy way to boost hits and inquiries for your listing.
HomeAway offers the following options for Featured Listings:
* 1-month Featured Listing for $49
* 3-month Featured Listing for $99
* 6-month Featured Listing for $149
To purchase a Featured Listing:
1. Log in to your account at www.HomeAway.com
2. Once on your Owner Homepage, click on the "Buy" link under "New! Featured Listings. Get Top Placement" to the right of your listing
3. Scroll down and select 1-month, 3-month or 6-month and your order summary will update on the right
4. If all the selections are correct, click the green "Continue" button
5. Enter your payment information and submit your payment
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How to create a Special Offer |
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Would you like to increase inquiries or capture last minute bookings? Purchase a Special Offer! One well-written Special Offer can generate multiple
bookings.
A Special Offer:
* Highlights your property on the search results
* Is highlighted at the top of your property details page
* Makes your listing accessible through special links on your region page(s)
Special Offers cost only $20 per week. To purchase a Special Offer for your listing, please follow the steps below:
1. Log in to your account at www.HomeAway.com
2. Once on your Owner Homepage, click "Buy" under "Special Offer - Highlight your property"
3. Click the orange "Create New Offer" button
4. Input all information (description, dates, length) and click "Save"
5. Review your details and click the orange "Place Order" link
6. Follow the prompts to place your order and make your payment
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How to advertise multiple units or properties |
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In order to better serve both vacationers and property owners, we accept only one rental unit per listing on HomeAway.com, as listing templates are
formatted for a single rental. This allows the property owner to build a detailed listing centered around one specific rental unit, which makes finding the perfect vacation rental easier for
travelers. Renters may be confused when they find a listing on HomeAway.com that contains information about more than one property.
If you have additional listings advertised on HomeAway, simply note it in the free text fields provided at the bottom of your Rates section. Feel free to mention something along the
lines of, "Please take a look at our other HomeAway listing, #XXXXX."
We have a separate service, HomeAway for Property Managers (www.pm.homeaway.com), for property managers who manage more than 20 properties. This
service is specifically tailored to those who need listings for many individual properties. If this describes you, go to HomeAway.com and click on the "Property Managers" link at the top of the page
or call 888-581-1849.
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Changing the property on your listing |
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We do not permit homeowners to switch out their listing information to advertise a different property. This may confuse travelers who may search for
properties on the basis of its listing number. Please purchase a new listing for each additional rental unit or property you wish to advertise.
We offer discounts to owners who purchase more than one listing on our site. Please contact HomeAway Customer Support at (512) 782-0805, Monday through Friday, 7am to 7pm CST to inquire
about the discounts we have available.
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Why isn't my new listing on the site? |
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All new HomeAway.com listings go through a review process before appearing online. This process can sometimes take up to five business days. Please be
sure you have filled out the necessary information, including headline, description, accommodations, amenities (bedrooms and bathrooms), and contact information (email and/or phone). Once your
listing is approved and activated, you will receive a welcome email letting you know that your listing is live on the site.
We understand that you are eager to see your listing live on the site, and we thank you for your patience. The review process is intended to help us maintain the content standards of
the site, which provides a greater experience for both advertisers and travelers.
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Supported browsers |
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In order to provide our customers with the most effective and secure online access to their accounts, we are continually upgrading our online services.
As we add new features and enhancements to our service, older browser versions or Internet devices, such as WebTV, may not support these new standards.
While we do our best to support browsers that are most commonly in use, it is not possible to support all, and therefore we recommend upgrading your browser to one of the following
browsers:
- Internet Explorer 7, 8
- Firefox 3.0, 3.5, 3.6
- Safari 3, 4
- Google Chrome
To view instructions on how to upgrade your Internet Explorer, Mozilla, or Netscape, please click here.
Please note that we're unable to provide assistance for issues that may arise when using unsupported browsers.
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How to renew your listing |
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We appreciate your interest in renewing your HomeAway listing! We would love to continue supplying quality inquiries for your vacation rental.
To renew your listing, please follow these simple steps:
1) Log in to your account at www.HomeAway.com
2) On the Owner Homepage, scroll down to the listing you wish to renew and click the "Renew Now" link next to the property.
3) The system prompts will guide you through the order and payment process on our secure server.
You can also fax your information to 512-684-1101.
If you prefer to mail a check, please send it to:
HomeAway, Inc.
PO Box 671326
Dallas, TX
75267-1326
The address above is for payment only.
Once you've renewed your subscription, your listing will automatically renew each year. If you would like to turn off the hassle-free automatic renewal service, click "Turn Off Auto-Renewal" on your
owner dashboard prior to your subscription's current expiration date. Once you turn off auto-renewal, your subscription will remain active until the listing's expiration date, but it will not be
automatically renewed once it expires. You will need to renew manually.
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How autorenewal works |
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Our hassle-free Automated Renewal feature makes renewing your listing even easier. With this new feature in place your service will remain uninterrupted
so you may continue to receive qualified inquiries. Automatic renewal applies to all HomeAway subscriptions purchased by credit card on or after March 23, 2010.
Once you've renewed your subscription, your listing will automatically renew each year. If you would like to turn off the automatic renewal service, click "Turn Off Auto-Renewal" on your owner
dashboard prior to your subscription's current expiration date. Once you turn off auto-renewal, your subscription will remain active until the listing's expiration date, but it will not be
automatically renewed once it expires. You will need to renew manually.
Here's what's included when your listing that you paid for with a credit card is auto-renewed:
- 12-month subscription
- International upgrades to Holiday-Rentals (only if you already had this in your previous subscription)
- Golf and Ski Directories (only if you already had this in your previous subscription)
- 12-month Featured Listings
For more information, please review our Terms and Conditions at:
http://www.homeaway.com/info/about-us/legal/terms-conditions
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How to accept credit card payments for your rental |
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Credit cards are a convenient way to collect deposits, confirm bookings and improve your cash flow. HomeAway has partnered with Payment Processing Inc.
for credit card merchant accounts. Learn more about accepting credit cards for your vacation rental.
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How to upload photos |
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To upload or replace photos on your listing:
1. Log in to your account at www.HomeAway.com and click Manage Photos next to the appropriate listing.
2. Click the blue Add More Photos button and select the photo you want to upload. Photo dimensions should be 600×450 pixels.
3. To use a photo on your listing, drag and drop the photo from My Photo Library into an empty slot on the My Listing Photos area.
4. To select your thumbnail photo, drag the desired photo to the slot that says "Thumbnail" at the top of the page.
5. You can rearrange the order of your photos on your listing by dragging them into place. When your photos are in the correct order, click Save & Continue.
6. Add captions to describe your photos if you have not done so already. Photo captions are required.
7. When finished, click Save & Continue.
Once your photos have uploaded, it may take up to two days for your photos to be approved and go live on your listing.
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Pending photos |
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Once you have a photo to your listing, make sure you have also transferred it from your photo library to your listing. To confirm the placement of your
photos, click the "choose this photo" link. Once you have done so, HomeAway Support will approve your photo(s) within 2 to 3 business days and remove the "PENDING" message.
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Participation in the Reviews system |
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We know that some property owners do not wish to have their property the subject of any traveler review, whether they perceive an individual review to be
positive or negative. Even so, reviews are now quite common across the web, and research confirms that travelers prefer and seek out websites that post user generated, independent reviews.
Reviews are an important feature to travelers, and we therefore require that all properties are open to being reviewed; it is not optional.
If you feel strongly that your property not be subject to reviews, you can choose to remove your listing from the site. Please understand that we will not be able to refund your
subscription payment. Contact us if this is the action you would like to take.
However, before you make your final decision, we encourage you to respond to the review that has caused you to ask to opt out of this process. By responding to the specifics of the
review, you can demonstrate that you are an owner who is serious about the traveler experience. In most cases, even the most negative review can be turned to the owner's favor by posting an
appropriate, respectful and helpful response.
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How the Reviews process works for travelers |
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After submitting a review, travelers should receive an email asking to confirm the review by clicking on a link in the email.
We do this to insure that someone else is not submitting a review and trying to hide their identity.
Once confirmed, the review is sent to our moderation team, who reads it to ensure compliance with our guidelines. Please keep in mind that it may take up to one week for a review to
appear on the site after it is submitted.
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How an owner submits a review on behalf of a traveler |
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You can add reviews or comments to your listing on behalf of a traveler who has stayed at your property.
Reviews that are added by the owner will be shown to travelers as "Owner Submitted Review" and do not display a star rating.
To submit a review on behalf of a traveler, follow the instructions below:
1. Log in to your account at www.HomeAway.com
2. Click "Post Owner Submitted Review" next to the appropriate listing.
3. Fill out the fields for Date of Stay, Owner Submitted Review Title, Owner Submitted Review, and the Guest Name; then click the green Post to site button.
4. Once your review is submitted, you should see "Your guestbook review was successfully posted and will appear on the site once it has been approved!"
5. Click Close button.
Your owner submitted review will post almost immediately, so please feel free to check your listing for the review after you have submitted it. If you do not see your review, clear your
cache by pushing the F5 button on the top of your keyboard or restart your computer.
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How to send a Review request to a traveler |
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To solicit reviews for your HomeAway listing from past guests, please click here.
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