Company Response
3/19/2024
We are in receipt of a complaint regarding the above-referenced matter. We are sorry to hear Mr. Lutz had a negative experience related to a reservation for a vacation property listed on our site.
HomeAway.com, Inc. ("HomeAway") owns and operates websites that host third-party advertisements of vacation properties for rent. We do not own, manage or represent the properties, but only serve as a platform for property owners to list their vacation properties for rent, and for travelers to inquire about, and ultimately book, those properties.
Our relationship with Mr. Lutz, the traveler, and the host is governed by our Terms and Conditions. Our Terms and Conditions state that HomeAway is an online venue, is not a party to any transaction, and is not responsible for the transactions that occur between a member and traveler:
1. The Site is a Venue and We are Not a Party to any Rental Agreement or other
Transaction Between Users of the Site.
. . . We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace to allow homeowners and property managers who advertise on the Site (each, a "member") to offer for rent in a
variety of pricing formats, a specific vacation or short term rental property to potential renters or renters (each, a "traveler" and, collectively with a member, the "users"). . . .
We are not a party to any rental or other agreement between users. . . . As a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or
accuracy of the listings (including the content thereof or any review relating to any traveler or property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each user. . . .
According to our records, Mr. Lutz booked a vacation property listed on our site for dates of stay January 7 to January 10, 2024. At the time of booking, the cancellation policy for this property was full refunds if cancelled more than 30 days prior to check-in, and 50% refund if cancelled 14 days out. On January 4, Mr. Lutz cancelled the booking, and a refund of the $39.65 was automatically refunded. At the time of cancellation, Mr. Lutz was outside of the cancellation policy for a refund. On January 9, the host issued a refund of $37. Mr. Lutz filed a chargeback for the remaining amount of $305 on January 25, 2024.As HomeAway is only a platform for vacation rental listings, to the extent Mr. Lutz feels aggrieved, their claim lies with the party that received payment, not HomeAway. This matter remains to be resolved between Mr. Lutz and the host.
Again, we are very sorry to hear that Mr. Lutz had a negative experience related to a reservation for a vacation property listed on our site. Thank you for the opportunity to respond to this complaint, and please feel free to contact us again with any additional questions or concerns.
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