tl;dr - Homeaway is refunding a guest from 3 months ago who stayed at my house for 5 days, no issues whatsoever. Customer Service incredibly unhelpful thus far.
Back in October, I received a phonecall from Homeaway saying that there was a guest in my area who rented a different home, but due to issues at that property needed to be relocated and would like to stay at my house. I accommodated, guest was very happy, wants to come back, no issues.
Fast forward to today - random email from HA that the ENTIRE $1600 payout is being refunded. No reasoning, no number to call or email to contact.
I call HA the first of many times - first person tells me this is entirely between me and the guest, and to try to call them. Says refund was done on their CC, out of the hands of HA.
I speak with a 'manager' who tells me that the first person was wrong, HA can help. He'll submit a dispute on HA. Still says that this was all done through guests CC.
I speak with the guest, who couldn't have been nicer about this. Apparently at the time of re-booking, HA told them that they'd reimburse the guest for the difference in rates between my place and the previous (mine was more expensive). Guest literally sent me all this correspondence with HA about the issue, about the refund. WHY IS HOMEAWAY LYING to me saying this was all done through their CC?
I call HA again wondering what's going on, get told that the issue was 'escalated' to some payment resolution department that doesn't take phonecalls. They'll email me sometime, but in the meantime the money's getting taken out of my account until it's further resolved. Umm, what? Why am I even involved in this; I literally went out of my way to get my house ready on a moment's notice to accommodate this guest AND to help Homeaway relocate someone. Not to mention, the last 'manager' I spoke to threatened to delete my 'escalated' case because he must have been getting annoyed with my frustration at the whole situation. Fantastic customer service guys, bravo.
I used to think all these posts about nightmare scenarios were probably just half the story, it won't happen to me. But it did. I'm probably going to de-list my place until some changes happen around here - it's really not worth the headache and expense of hosting someone to know that HA can take it all away months later.