Trust & Safety
HomeAway is a global community built on trust and inclusion. We're dedicated to providing a safe and secure marketplace for travelers, owners and property managers, and we're here to support you 24/7 whenever you have questions or need a hand.
Set your house rules so travelers know what is and isn't allowed at your property. House rules may include stipulations such as quiet hours, whether parties or events are allowed, age restrictions or maximum occupancy. Travelers must accept your house rules before booking.
Owners have the option to rate guests who book through HomeAway, evaluating them on factors such as cleanliness, communication and adherence to house rules. Read reviews of travelers to learn more about your guests before accepting booking requests. These ratings are shown to owners when a traveler submits a reservation request via online booking.
If a traveler has acted inappropriately or made you feel unsafe HomeAway will investigate your case to determine if our policies have been violated. Contact us if you need assistance or wish to submit a complaint. In case of emergency, immediately contact the appropriate authorities.
Secure Online Payments
We leverage world-class systems to detect and prevent fraud, and protect payments between travelers and owners. Our community members transact securely in the HomeAway marketplace thanks to HomeAway systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant.
Our $1M Liability Insurance provides owners with $1,000,000 in liability protection for all stays processed online through HomeAway checkout at no additional cost to you. If you don’t already have a liability policy, this policy is your first defense if a traveler makes a claim against you. If you already have a liability policy, this provides additional coverage.
Property Damage Protection
Property Damage Protection is available for bookings paid through HomeAway Payments. This provides up to $5,000 in coverage for accidental damage to your home. Plans start at just $59 (for $1,500 in coverage) and protect against accidental damages such as broken lamps and windows; damaged doors, walls and furniture; stained bedding, towels or linens; and lost or stolen keys, including rekeying costs.
Always communicate with travelers through HomeAway's secure messaging platform, which protects both parties from phishing and identity theft.
In the event of a natural disaster, our customer support team can help you manage your listing and calendar and rebook affected travelers who have been impacted during their stay. For assistance, visit our Help Portal.
We advise owners to comply with local laws and regulations and be considerate of area residents and the neighborhood in which they're hosting. Our community is built on respect and inclusion, and we expect all our members to behave in a neighborly way toward one another.
HomeAway has a growing team dedicated to educating local officials about the short-term rental industry so that fair and effective regulations can be put in place.
Customer Support and Help Portal
HomeAway Customer Support is available 24 hours a day, seven days a week via online chat, email and phone. For assistance, visit our Help Portal.
We use technology to detect fraudulent activity by verifying user accounts, giving owners the ability to confirm the identities of travelers. Travelers who have a Verified Traveler badge next to their names have opted to undergo additional identity verification via a third-party vendor. We advise owners to always read traveler profiles and ratings.
Home Safety Preparedness
We advise you to equip homes with safety essentials such as carbon monoxide and smoke detectors, fire extinguishers, first-aid kits, deadbolt locks, outdoor lighting and essential safety information for travelers. Disclosure of any monitoring devices at homes is required, and hazardous conditions or obstacles that impede escape in the event of an emergency are prohibited. We support owners by offering guidance on safety best practices, and we make it easy to share information about available safety features and devices with travelers.
We're committed to an inclusive marketplace built on a foundation of trust, safety and respect, and to a global platform open to travelers and owners without regard to race, color, religion, national origin, ancestry, disability, 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 anyone who fails to abide by these principles from our marketplace.
HomeAway requires all property owners and managers to accommodate guests who require the use of a service animal, regardless of pet policy. We encourage you to communicate with travelers about any accessibility features in your home and describe your property accurately on your listing.