Community: Message List

Re: How do you handle a bad review written to avoid paying for rental

community-no-reply@homeaway.com — Sun, 06 May 2012 16:10:26 GMT

This happened to me and when I was notified the review that about to post on my website I immediately called HomeAway/VRBO and told them I had proof of the extortion. They said the only thing I could do was to reply because a review is an "opinion". To state to future renters that we had no heat, no hot water, unusuable kitchen and contaminated pool is not an "opinion" when our pool maintenance company and electrician can verify those were lies and I have emails from the renter demanding money because of a family emergency she had to leave 2 days early. When I offered a partial refund, she demanded more. When I processed the partial refund she held to her threat and posted the false review. I also have emails from her stating the heat worked she just throught we should have turned the switch from off to on for her . The department that handles the reviews wouldn't call me back so the review is now on my site with my reply. When the renter saw my reply (which took a lot of self control to keep it professional and factual) she filed a formal complaint in retaliation with HomeAway/VRBO. The only thing that stopped the continued harrassment of this renter was to inform her that I was consulting with an attorney and turning over all of her emails and review to him. But my experience with HomeAway/VRBO being open to looking at these emails or considering to remove the review or even calling me back was not very good. This just happend in April 2012.

Re: PPI Credit Card System in da House!!!

community-no-reply@homeaway.com — Fri, 22 Jul 2011 19:36:51 GMT

Vtwinbabe, Just wanted to let you know its not the credit card processor's fault. Once you make that "sale" transaction as opposed to an "authorization" for the security deposit the processor incurs fees as well. Most of the 2.5% fee that the processor charges comes from MC/Visa interchange and they will not reimburse the processor so the processor cannot reimburse you. For a processor to tell you otherwise is suspicious to me. Also, I would require the $500 security deposit by check or cash equivalent. What if you have to keep part of their security deposit and the renter does not agree with you? You will open yourself up for a chargeback and probably loose without concrete proof that they were at fault. For this reason I've use the $49 insurance and billed the renter and it has worked out very well. Just my two cents. :-)

Re: PPI Credit Card System in da House!!!

community-no-reply@homeaway.com — Fri, 22 Jul 2011 19:19:32 GMT

Patrick,

I am new to renting out our vacation home (this is my first month). I immediately signed up for Reservation Manager with their credit card processing because it seemed the easiest way to rent quickly and easily. It worked because within a few weeks I had the summer booked out. No waiting for checks or money transfers and the first person who paid their deposit by credit card or echeck received their dates. That was the only fair way to do it and some people did loose out by waiting just 1/2 a day.

I didn't have time to attend the webinar. I'm pretty familiar with credit card processing from my job enough to know that integrating it through the website is the best way to go (not paypal or taking the ccard # and entering it myself!). But now that I read these posts I'm a little confused as to the difference between PPI and going through Reservation Manager. I thought they were one and the same. What are the differences? The only thing I'm not happy with is the $4,000 max transaction. I wish there was a way to increase this to $5,000..

What info do you ask potential renters for?

community-no-reply@homeaway.com — Mon, 20 Jun 2011 17:02:20 GMT

Thank you for the advice. The neighbor I know who uses a form has the best renters. They are so quiet and courteous so I was considering doing the same. But after reading your post I think I'm able to cover my concerns with a conversation asking about their visit and ages of guests under 25. You are right that I really don't need to know the employer etc unless its a long term rental. Both of us have designer homes with pools in quiet neighborhoods so we don't want it to become a party pad and we also want to provide protection if a family is coming with small children who can't swim.

I also wanted to know their preferences and ages because I like to stage the house accordingly with age appropriate books, games, etc and a gift basket.

What info do you ask potential renters for?

community-no-reply@homeaway.com — Fri, 17 Jun 2011 14:10:59 GMT

Does anyone have a from that they have the potential renter fill out that answers questions about them? I've heard of people asking about their employer, what brings them to the vacation spot, contact info, etc. The applications that I've come accross only talk about the property and the rate and rules. What about a from to screen the potential renter. If someone has one and could forward it, I would appreciate it.

Thanks.