Content Guidelines

Introduction:

We recognize that Content provided by Owners and Travellers is a valuable resource for other Owners and Travellers and we therefore encourage you to post content to our site in accordance with these guidelines.

Our site is family friendly and any content posted must be appropriate for our community. There are various ways in which a property manager or owner (“Owner”), Traveller or user of our site (each a “User”) may contribute content to our site, including an Owner’s description of a property, an Owner’s review of a Traveller or an Owner’s response to a Traveller review and a Traveller’s review of a property, forum posts or any other content submitted by a User (collectively the “Contributed Content”).  All Contributed Content is the subjective opinion of the User who posts the content; any such Contributed Content is not the opinion of HomeAway and is not endorsed by us.

All Contributed Content must be truthful and accurate (and by posting Contributed Content, you confirm the truthfulness and accuracy). HomeAway is not responsible for any Contributed Content and will not check the accuracy, veracity or the legitimacy of Contributed Content. All Users should be aware that posting Contributed Content could subject them to legal claims (for example, for misrepresentation or defamation), and HomeAway will not arbitrate or be any part of such claim.

Content Guidelines

All Contributed Content must adhere to the Terms and Conditions of the HomeAway website on which such Contributed Content is posted and also the following guidelines:

  • Any Contributed Content must be truthful, accurate and appropriate (and by way of example, but not limitation, therefore, must not contain anything that is illegal, obscene, profane, abusive, threatening, invasive of privacy or otherwise, objectionable).
  • Any Contributed Content must not contain inappropriate, offensive or obscene content which includes (without limitation) content which: (a) defames, misrepresents, or contains disparaging remarks or any other content which could adversely affect the name, reputation or goodwill of HomeAway or any other individuals and/or entities (the determination of which shall remain in the sole discretion of HomeAway); (b) contains pornographic or sexual content, hateful or discriminatory content of any kind (including racism, sexism, etc.), or contain content which promotes violence or harm to another living creature .
  • Users who post content must have all legal rights to so post.
  • Any Contributed Content must not violate any applicable local state, provincial, national or international law or third party rights.
  • The Contributed Content must be directly related to its purpose.  Examples include:
    • Traveller’s description of themselves (on their Traveller profile) must relate only to the Traveller.
    • Property listings must relate only to the subject property. 
    • Property listings should not direct Users to third-party websites, list email addresses or contain any marketing materials.
    • Any photographic or video content submitted must  relate to the listed property or area  (and must not feature any person), must not be a collage of multiple images, and must adhere to the Photo Guidelines
    • Contributed Content must not be used to attempt to threaten the other party (for example, to attempt to pay or return funds or to otherwise provide some form of benefit).
  • Please note we reserve the discretion to determine the appropriateness of Contributed Content in all instances, and to not list or to remove any Contributed Content  that does not comply with these Content Guidelines or that we, for any reason, deem as inappropriate..

Reviews and Ratings

To ensure fairness in the process and protect Travellers and Owners, HomeAway is using a 2-way reviews system:

  • Once either the Traveller or Owner submit a review, the other has 14 days to submit a review.
  • Subject to compliance with these Guidelines, both reviews and ratings are published at the same time and cannot be edited.
  • If after 14 days only the Traveller or the Owner submitted a review, the review is published and no additional reviews or ratings can be submitted in relation to this stay. The review may be published on any of the HomeAway and Expedia websites for an undetermined period.
     

To be eligible to submit a review, a Traveller or Owner must meet the following requirements:

  • The Traveller must have booked the property online through HomeAway.
  • Any Traveller review of a property must be submitted within one year of Traveller’s date of stay.
  • Travellers who have booked through the HomeAway website, or whose details have been manually entered into the Owner’s booking calendar, will be sent a link to submit a review after the stay has been completed. 
  • The Traveller or Owner must be able to provide satisfactory evidence of the stay in the property (or the inability to proceed with a stay due to other party’s late action). Satisfactory evidence includes:
    • Possessing a receipt of property access information from HomeAway Mobile Hospitality Manager;
    • Demonstrating payment in accordance with a rental agreement that was cancelled before the date of the Traveller’s arrival;
    • Payment made in accordance with the rental agreement whereby the Traveller arrived and had to stay at an alternative property due to unforeseen circumstances.
  • Owners may not review a property that they own, manage or are otherwise associated with and Travellers may not review themselves.
  • All Travellers or Owners submitting a review must also be able to validate their identity and/or email address upon submission. Reviews of a property must focus on either the Traveller’s experience renting the property from the Owner or the Owners experience renting the property to the Traveller and must not contain any links to other sites, email addresses or marketing materials.

Please note the above requirements need to be met in order to submit a review. Each requirement not met is a reason for HomeAway to not publish or to remove review.

 

Additional Information for reviews and ratings

 

When writing a review regarding a property, the Traveller will rate the property between 1 and 5 stars, depending on the experience in the property.  We may automatically or manually check reviews to ensure compliance with these guidelines. [LC3] If we determine that a review does not comply with our guidelines, we will notify the Traveller.   

We will not edit or otherwise modify reviews on a Traveller or Owner’s behalf. A Traveller or Owner may contact Customer Service to remove their published review.

Travellers and owners can contact each other regarding the review.

Legal notice provisions

If you wish to provide us with legal notice in respect of any Contributed Content, please do so by servicing notice in accordance with the legal notice provisions set out below. In the event of legal issues relating to any Contributed Content we reserve the right (but not the obligation) and without any admission of liability, to remove any Contributed Content from our site (including as a response to any legal notice we receive) pending resolution of any legal issues (at which time we reserve the right but not the obligation to restore any such content).

Any legal notice re content (for example, a notice regarding infringements of copyright) should be sent to us via legal@homeaway and should specify the following:

  • Reporting date;
  • Your name, address, telephone number, email address, mailing address, job, nationality, date & place of birth (and additional information if the reporter is a legal entity);
  • Name and address of the recipient;
  • Detailed information about the content concerned (display of the image or text), including a link to the site;
  • Description of litigious facts, and reasons why the content must be removed (references to legal requirements);
  • Copy of the letters sent to the author/editor, requesting for the removal/modification – or reasons why the author/editor could not be contacted; and
  •  
  • If related to copyright infringement, a formal declaration showing that you;
    • Are the holder of the exclusive user right to the work;
    • Have not authorised the use of the relevant material in this form. 

 

Last updated March 2018