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HomeAway Customer Service: Phone Number, Chat Support, and Help Center

HomeAway Customer Service: Phone Number, Chat Support, and Help Center

Last updated: June 25, 2019
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Whether you’re gearing up for your next big trip or you’re currently renting out your vacation home, at some point you decided to use HomeAway as your go-to rental property choice.

HomeAway is one of the largest vacation rental platforms out there today. The platform enables property owners to rent out their private accommodations to travelers who are looking for unforgettable travel experiences.

Whatever the travel occasion might be, HomeAway has one of the largest selection of properties in the world that makes finding the perfect vacation rental a breeze. Unlike Airbnb, HomeAway only features properties that are private, rather than a shared living space.

Not only does HomeAway facilitate the rental transaction between homeowners and travelers, it also provides both parties with excellent customer service and support in case something doesn’t go as planned.

HomeAway seems to make itself readily available if you ever encounter a problem and need assistance. Let’s take a look at the many ways you can reach out to HomeAway to solve your issue.

HomeAway Customer Service Contact Information

Here are the ways you can contact HomeAway customer service:

For the most part, both travelers and property owners will use the same ways to contact support. Regardless of which channel you use, you’ll choose either the traveler or property owner option when seeking out help.

HomeAway customer service is available even outside of business hours and is accessible 24 hours a day and seven days per week.

Let’s break down each of the contact options.

HomeAway Phone Number

HomeAway has two phone numbers that you can call for customer service — 1-887-228-3145 or 1-512-782-0805.

Both of these phone numbers will do the trick regardless if you’re a traveler seeking help with a recent or potential booking, or you’re a property owner with questions about your rental listing.

Additionally, as a traveler you have even more phone number options depending on where you’re trying to book your next rental. When you navigate to listings that you think would be a nice fit for your next family vacation, you’ll notice that below the “Book Now” button, there are phone numbers that you can use for booking assistance.

Screen Shot 2018 12 10 at 2.05.19 PMScreen Shot 2018 12 10 at 2.04.44 PM

 

If you look at the above screenshots, you’ll notice that these phone numbers are different. One of these listings is in Alabama and the other is in California. In order to provide faster and more reliable service, HomeAway provides a booking assistance phone number for each of its regions.

HomeAway Chat Support

If you would rather contact HomeAway support through its chat support, then you can head to this page, fill out your information, and begin chatting with a HomeAway specialist.

Like using some of the phone numbers mentioned above, HomeAway chat support is a great way to get in touch with an actual human.

While calling one of the phone numbers above may solve your issue the quickest, HomeAway chat support is a pretty good second option for you to use.

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You’ll be required to provide your name, account email address, and language in order to enter the secure chat support.

If you’d like to receive even faster service, then make sure you also provide your listing number so the support representatives can better serve you.

HomeAway Help Center

Sometimes the easiest option to quickly solve your problems is by troubleshooting on your own. If you fall into this category, then you can begin by browsing through the HomeAway Help Center at HomeAway.com.

HomeAway’s help forum will help you troubleshoot on your own and answer common help questions regarding service fees, payment requests, and anything else you can think of.

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When you arrive at the help center, you have the option to filter for questions that apply to what you’re looking for by tapping the “Filters” option at the top. If you’re a traveler, then you’ll tap “Traveler Help.” If you’re an owner, then you’ll tap “Owner Help.”

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Let’s head to the owner section and run through a quick example. If you need to refund a traveler from a previous trip, you can either browse through the categories of help content or you can search for your question in the search bar.

Once you locate your help topic — in our case the page title is “How do I refund a traveler?” — you’ll be given step-by-step instructions as to how you can refund a booking.

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With this example, there’s even a video that you can watch that will walk you through the process. Also, if you scroll down to the bottom of the page, you’ll find related articles that might help you out, plus a way to reach out to customer support.

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If you click the “Contact Us” link, you’ll be given categories that your issue may fall into. Then, you’ll get one of two options. Start a chat:

Screen Shot 2018 12 10 at 2.30.28 PM

Or make a phone call to HomeAway customer service: Screen Shot 2018 12 10 at 2.30.38 PM

Contact the Vacation Rental Owner

There are two different scenarios when you may want to reach out to the homeowner — before booking a reservation or after you’ve already made a reservation.

If you need to reach out to the property owner before making your booking, you can follow these steps.

First, you’ll need to locate the listing that you’re interested in. Once you found one that you think might be a good fit, tap on the listing to access the property details.

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Once on the property detail page, below the blue “Book Now” button, you’ll see the “Ask Manager a Question” link. You’ll also notice the phone number that we mentioned above that you can call for booking assistance.

Screen Shot 2018 12 10 at 1.19.46 PM

Tap on “Ask Manager a Question” link and you’ll be presented with a contact form for you to fill out. Simply fill in you name, email address, phone number, and the message you’d like to send to the property manager.

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After sending your message, you should expect to hear back from the property owner within 24 to 48 hours. If you’d like an additional walkthrough, you can watch this quick video if it helps.

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If you already have a reservation, the process is slightly different. If this is the case, then you’ll first login to your account. Once you’re logged in, you can head to the top of the page and tap the mail icon to access your traveler account.

Screen Shot 2018 12 10 at 1.45.27 PM

You traveler account holds all of your information regarding upcoming trips, past trips, account information, and any communications you’ve had with rental property managers.

Screen Shot 2018 12 10 at 1.44.27 PM

If you’d like to reach out to your current property manager, then tap the “My trips” tab and you’ll be given contact details to reach out.

Contact the Traveler

In order to communicate with booked and potential guests of your property, you’ll need to sign in to your account and access traveler contact details through previous conversations you’ve had or through their traveler profile.

To access your profile, sign in to your account. You’ll then tap the mail icon at the top of the page to open reservation requests and recent conversations you’ve had with travelers.

If you’ve already been messaging with potential or future guests, then you can continue communicating through HomeAway’s messaging.

Once a guest confirms their booking with you, you can then access more contact information through their guest profile which enables you to then send text messages or call them directly if they permit it.

Customer Service, Made Easy

HomeAway has been a world leader and a steady disruptor in the vacation rental industry. Next time you and your family are looking for a vacation rental home, opt for using HomeAway.

Not only do they have an extensive selection of rental properties all around the world, but they have an amazing level of customer service that makes solving your problems as simple as can be.

Whether it’s reaching out to chat support, calling up one of the many phone numbers provided, or solving your own issues through the help center, you shouldn’t have a problem using the HomeAway platform.

Good luck and have fun on your next vacation!

View All Comments (1) Add A Comment

  1. Sigrid Heinisch Rauschen Says:

    My client has paied the price for the rental reservation and I can still not get her e-mail or telephone number, why is that so ?
    I have been a client and advertised my house for many year, no it belongs to my son but I receive the clients and take care of the correspondence.of the

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