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Yes, I started a similar thread yesterday. Mine is blank as well on HomeAway. I cancelled my VRBO listing in May, so I don't know about that, but VacationRentals.com is working fine. I don't know what the glitch is and so far we haven't heard anything from HomeAway support.
I am really wondering what type of villa you have, where and the weekly
rental cost. I advertised for a year on Vacation Rentals and got nothing,
VRBO was pretty decent and HomeAway was great....but I am wondering if it
is that each of these has a different demographic? Mine was a luxury home
in the Caribbean www.homeAway.com/383380 .
P.O. Box 24439
United States Virgin Islands
Christiansted, VI 00824
(340) 773-7493 (Bella Sera)
(340) 719-8712 (Bella Villa)
(340) 719-3082 (fax and home office)
(320) 248-1911 (stateside cell phone - works only sporadically if I am on
- - -
Last time I know my Visitor Counter was working was July 10 but not working Friday nor today, needs to be fixed quickly as I am up for renewal in September!
Also, have had several inquiries in the past week with no response from anyone which is a little strange - just received another so am going to follow it and the others with a personal email outside of HomeAway since reading the posts of other's problems.
Hey HomeAway, we need a response on to what's going on, please!!
It is Monday, July 16 and my Visitor Counts are still not showing up on my dashboard - why no answers??
There have been 285 views to this thread so someone else must be having the same issues - please everyone leave a comment so maybe we can get someone from HomeAway to acknowledge the problem!
Yes, the visit counters on homeaway and vrbo "went dark" on my listings sometime last week. I usually record the number of visits to the sites two to three times each week.
I have submitted a request for support to homeaway and vrbo asking why the logs have been removed.
I have not received a response to either inquiry.
It may be coincidental, and I hope it is, but the logs disappeared shortly after a thread on this forum began discussion of inquiries dropping "like rocks". Perhaps the visit counters would corroborate fewer visitors?
Is there a oonnection? It's all conjecture on my part.
I am very concerned about the disappearing logs; I can't formulate a business plan without this information. I can't be comfortable rrenewing my listings without some evidence of traveler interest in my property.
I have lost the visits counter on my listing as well. I first noticed it was blank on Thursday, July 12th.
Hopefully HomeAway is working on a fix!
Has anyone experienced it missing and then returned? I am wondering if this is anything I can fix on my end, or if it is on HomeAway's end?
My visit counter on VRBO is blank also-been close to a week now.
You can check the number of visits but viewing your listing directly from VRBO without logging on, although that . messes up the true visitor count.
If thaxterlane is correct, hope my posting this work around doesn't cause VRBO to stop the visitor function altogether. Remember, just cause you're paranoid doesn't mean they're not out to get you!
I hope I am being ridiculous in my supposition. But, if there is a fix or upgrade in progress why weren't we told it was going to happen? The visit counter is a valuable tool. It would be missed, as evidenced here, within days.
i hope it turns out to be a lack of communication about an upgrade to this tool. (Wishful thinking, perhaps.)
Do not think any of us are being ridiculous and there have been over 100 views of this thread since I posted this morning, many more must be experiencing the same problem yet fail to post - strength in numbers?
I am glad I finally looked here and see that I am not the only one with this problem. I reported the missing visit counter to Homeaway on July 9 and again on July 12. I got automated replies to both, but since then, nothing. I thought it might have something to do with my having edited my listing to include my website, which just went live. Has anyone tried calling them? I keep thinking about it.
Meanwhile, it makes you wonder what else might not be working. I respond to inquiries by direct email, so that hasn't been a problem, but I wonder if all inquiries are getting through.
I hope this is resolved quickly!
I was curious about this as well, so I sent myself an inquiry to be sure that inquiries were going through because I haven't received an inquiry from HomeAway since June 30. I received the inquiry and replied to myself which also went through. So the inquiry system seems to be working, but still no visit counter. Still waiting to hear from HomeAway about this problem....
I think they may be worried that so many people are using the dash board counter to keep track of how successful HomeAway is vs. Flipkey. Flipkey, is coming up big time, finally after lagging for their start up.
Last month , the last I was able to measure HomeAway vs. Flipkey/Trip Advisor, Flipkey exceed HowAway for the first time since I started using both. But I have to say that, for me, the upper income renter that I need comes from HomeAway more often than FlipKey. Other people say that FlipKey works best for them, i suppose because of their connection with TripAdvisor which is not so dependent on Google Search ranking.
I do think they need to come up with some explanation of why they did this without telling us.
Apologies for the delay in responding. The blank or "vanished" visit counter is a defect that we are currently working to resolve. Thanks for your patience.
Thank you Meredith.
Is it possible to implement a method for communicating these types of issues?
It's likely support has been deluged for assistance, creating additional work for staff, which a notice to users would prevent..
There are different defects affecting different pockets of customers at any time, so mass emailing customers notfying them of defects isn't the answer, and many times we do not know who is being affected until they contact us. We have discussed having a current list of defects displayed when someone contacts customer service, so they will know we are working on them (and aren't the only person affected.) Thanks for your feedback, we are always trying to find ways to communicate better with customers so all suggestions are appreciated.
That sounds like a good idea -- to publish a list of current known defects that pops up..or is displayed...when someone tries to reach CS. I'd like to know that HA is aware and working on an issue --- and if it has been "fixed". Every time there's a glitch and a major defect, people congregate on The Community Forum and "wonder" what's happening.
For example, I'm still wondering if the defect was fixed for the "new and/or renewed subscriptions" going "live"....there seemed to be a long delay after people paid for their listings....they were not showing up...and some of them actually stated "expiried", after they were renewed. Is that fixed, yet? My listing is due to expire at the end of August...and I'm worried that my ad will "disappear"...for days/weeks....when I renew it.
Some people suggested not to renew through the Dashboard....instead do it via phone call....others said it didn't matter --- their listing vanished, anyway. I haven't seen any recent threads...should I assume that the problem is fixed, and I can safely renew?
A list of known problems posted at customer service would be great - whether the problems affect a segment of users or all users. It would allay many users concerns and alleviate the crush of requests for customer support assistance.
I urge you to consider testing this as a communications tool.
It seems a simple email to all the users would have resolved this at the beginning. It has been out for two weeks or so, so you certainly had time to post something somewhere advising us.
I found the visits counter restored to my homeaway and vrbo listings yesterday.
Thank you Meredith.
Any progress on deciding how such problems will be communicated to users in the future?
The visits counter is on the dashboard page on logging into your owner acct, beneath the calendar on the right hand side, approx halfway down the page.
It appears under Listing Summary information:
I hope this helps you find it.
Oh...it's the Listing Summary! Odd, but my stats had never disappeared...it's been there! That's why I was a bit confused when I read this thread, again, a few minutes ago..... I thought that you guys were referring to another feature in a different place (ref. "Visits Counter"). Never mind....(all good on my site) and thank you Thax!
Anja, I don't know if everyone lost their visitor count. On my homeaway and vrbo listing the listing summary section was present, the line for the visitor count was present. But, there wasn't any number, it was blank.
Instead of reading
Nothing, nada, zip.
All other information in the listing summary was as usual.
I don't know how many days the count was missing because I don't keep a daily log. But I do check at least once or twice per week especially when I have not had any inquiries for a longer than usual period of time.
It could be that some owners didn't realize it was missing or it could be it only affected some listings.
I don't know, the problem is fixed but I don't think an explanation for the problem, the extent of the problem, etc was offered.
I do think homeaway/vrbo needs a method fo communicate these types of problems when they occur and provide updates on the status of fixes.