Customize your experience by selecting your role:
Owner, Property Manager, or Traveler
A guest attempting to make their initial deposit to confirm their reservation just sent me a message saying that when he clicks on the Pay Now button he gets a message that says the website cannot be opened. Is anyone else having problems like this?
I too have encountered the same problem. Several times last year, several guests encountered an error message while trying to pay their deposit. This month I have encountered the same problem again. I'ts very frustrating and vexing for both guests and myself as a property owner...
I am curious to hear how (if) you have resolved that problem.
Yes, this happens occassionally, but can be remedied by just resending the request, if you go back into your Owner's page and go to PAYMENTS scheduled, you can click on "resend payment request" I think sometimes the payment link gets a glitch in it in transmission.
Okay but after one year of these occurrences happening, don't you think it could be addressed and fixed? It really looks bad for me - the property owner, for the guest(s) and also for you - Homeaway...
The guest has tried several times, I have resent the payment request and so far, no luck. Now what?
Hi! This has happened more than once and, I agree, it sends up a bit of a red flag on the part of the guest and makes me very uncomfortable. I've found that the problem is usually with the guests computer settings. For example, a gentleman attempting to make a deposit from his work computer blocked the ability for him to do so. I suggested that he try this on his home computer and it worked. So I'm thinking there are secure settings within some organizations that restrict those types of transactions. Note that I have had this happen to other guests as well and it has always worked on the personal computers. I have also resent the payment request several times to no avail. Hope this helps!
It makes much sense.... I will suggest this to my guest. Isn't it interesting how we get better answers to problems from users than from Homeaway!!!
I just had a client complain that they could not see the "Pay Now" button in the payment request email I sent them this morning throught HomeAway Reservation Manager. I described, based on my email copy, where she could find the button. She said she could see an orange box, but it didn't say pay now. This could be a browser issue. Is there a way to contact HomeAway by phone to correct these problems? If so, what is the procedure?
You can contact Customer Support at:
US Calls: 877-228-3145 Customer Support is available 24 hours a day, 7 days a week. Thanks, Community Manager
International Calls: 512-782-0805
US Calls: 877-228-3145
Customer Support is available 24 hours a day, 7 days a week.
Despite the fact that you have resolved it, I have experienced a number of problems with people saying that they were not able to activate the PAY NOW, even when the words were showing. Regardless, what I have found to always work is to re-send the payment request as if it had not been previously sent. It is almost as if sometimes the process of sending and retrieving the payment link is sometimes defective.