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.

Trust

Book with Confidence

Our Book with Confidence Guarantee™ offers powerful benefits when you book your stay directly through HomeAway, including security deposit and comprehensive payment protection as well as emergency rebooking assistance, all at no additional cost to you.

Reviews

HomeAway has more than 7 million reviews from travelers like you that help match you with the perfect home for your needs. After your stay, both you and the homeowner will receive emails reminding you to review your experiences. Neither of you will be able to see each other’s ratings until you've both submitted your reviews.

Reporting Misconduct

If an owner has acted inappropriately or made you feel unsafe, HomeAway will help 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 submit a complaint. In case of emergency, immediately contact the appropriate authorities.

Safety

Home Safety Preparedness

We encourage all travelers to complete a safety walkthrough upon arrival at a home. Locate emergency equipment such as fire extinguishers or first-aid kits, and read all safety information provided by the owner. If you have any questions about the safety of your home, don't hesitate to ask the owner or property manager. In case of emergency, immediately contact the appropriate authorities.

Authenticity

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.

Security

Payment Protection

HomeAway's Book with Confidence Guarantee™ protects 100% of your payment and security deposit, and most of our listings are eligible for this coverage when you book your stay through HomeAway's online checkout. Owners and travelers transact securely in our marketplace thanks to HomeAway systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant.

Secure Communication

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 owners outside of HomeAway's booking and messaging channels.

Privacy

We adhere to rigorous security and privacy standards backed by best-in-class technology that helps prevent fraud and harassment. Owners and travelers transact securely in the HomeAway marketplace, thanks to HomeAway systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant. Disclosure of any monitoring devices at a home is required, and invasion of privacy is not tolerated.

Inclusion

Accessibility

We want all travelers to find the perfect place to stay, and encourage you to communicate with homeowners about your individual accessibility needs and ask for clarification about any home accessibility features you may require. HomeAway requires all property owners and managers to accommodate guests who require the use of a service animal, regardless of pet policy.

Nondiscrimination

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.

Support

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.

Trip Protection

HomeAway helps you with trip rebooking in the event of certain unexpected circumstances, and we encourage you to purchase Trip Protection. If you have not left for your trip and are unsure if it's safe to travel, please reach out to your owner or property manager. If your reservation was impacted by a disaster and you need assistance finding alternative accommodations, contact Customer Support. We're here to help 24/7.

Traveling Responsibly

We advise travelers to comply with local laws and regulations and be considerate of area residents and the neighborhood in which they're staying. Our community is built on respect and inclusion, and we expect all our members to behave in a neighborly way toward one another.

Disaster Support

Our customer support team will help you rebook during your stay if your trip is impacted by natural disaster during your stay. For assistance, visit our Help Portal.