We’re here for you before, during and after your stay

From the moment you book until your trip is over, we’re here to help your stay go right. Learn more about our Book with Confidence Guarantee and other benefits that we provide every time you book and pay through HomeAway.

Before your stay

Here’s how we protect your trip before it even begins.

Selecting Premier Partners

Our Premier Partners consistently provide great experiences for their guests. When you see Premier Partner on a property, you can feel more confident about the property description, photos and amenities.

Protecting your payments

When you pay through HomeAway, we protect your rental payment against fraud. If your payment ends up in the hands of someone other than the owner or property manager, we’ll pay you back.

How to pay securely

Screening for fraud

Verified accounts, background checks and fraud checks are a few of the ways that we are screening for fraud.

Re-booking when you need it

It doesn’t happen often, but if an owner has to cancel a booking at the last minute, we have dedicated re-booking specialists here to help you book similar accommodation.

What to do if an owner cancels

During your stay

We’re here to help your stay go smoothly.

Helping you with our dedicated care team

Our experts are available to answer any questions that come up during your stay. If you need help contacting the owner or just have some questions, we’re here to help.

Visit help centre

Lodging if you’re in need

If you can’t get into the property or if you discover that it was significantly misrepresented online (fewer bedrooms, material defects etc.), let us know in the first 12 hours. We’ll try to find you new accommodation so your trip can go on smoothly.

After your stay

Even after your trip is over, we’re still here to help.

Protecting your damage deposit

If the owner or manager wrongfully withholds your damage deposit after your stay, we’ll help you get it back.

Want more specifics on our Book with Confidence Guarantee?