HomeAway F.A.Q.

Hosts

Basic Informations

How do I list my space on HomeAway?

1) Post your profile

  • Sign up with HomeAway.ae, create a great profile, and upload a profile photo.

2) Add your place

  • Listing your property on Homeaway is free. Simply sign up to the site and fill out your profile details (be sure to include a valid email address & phone number). Afterwards, starting the listing process for your property(s). Below is a list of minimum content needed to be able to activate your property:

    Location tab
    • Holiday Rental Address (including country, city & street address)
    Description tab
    • Headline
      • Minimum of 20 characters
    • Description
      • Minimum of 400 characters
    • Amenities & Details about property
      • Property type
      • Accommodation type
      • Specify the maximum number of people who can sleep at the rental
      • Specify the number of bedrooms
      • Specify the number of bathrooms
      • Size of property
      • The floor property is located on (if an apartment)
      • Distance to the beach/sea
    Photos tab
    • Minimum of six photos
    Calendar
    • Please make sure to either keep your calendar manually updated or synchronize your Homeaway calendar either to your channel manager or digital calendar. Feel free to contact us at [email protected] for further details.
    Rates
    • Either a standard rate that covers all dates or at least one seasonal rates for a specific time period (under Advanced Pricing)

    In order to be published, a listing must include the minimum set of information about a holiday rental. However, we encourage you to add as much information as possible about a listing to improve the quality of the listing.

    If you purchase a multi unit at the time of purchasing a new listing you will need to ensure that the following information is also completed:

    Facilities tab: Unit name, Property Type, Sleeps a max of (the maximum number of people who can sleep at the rental).
    Rates tab: One line of rate information.

3) Book your property

  • Answer messages and reservation requests from prospective guests in a timely manner using the messaging system on the site. Your response rate and search rank depend on it, so don't keep your potential guests waiting!
  • Review your guest once they have checked out. Voicing your experience is an essential part of building our trusted community.
Who can host on HomeAway?
  • Almost anyone can be a host as long as they are licensed by DTCM! It's free to sign up and to list your DTCM licensed properties. The listings available on the site are as diverse as the hosts who list them, ranging from serviced apartments to luxury residences to villas, chalets and mansions. The list goes on and on! The list goes on and on!
How much does it cost to host on HomeAway.ae?
Listing your space on HomeAway.ae is free. For each reservation you receive, Homeaway.ae charges a commission of 13% over the total reservation amount. This fee includes Homeaway’s service charge and payment processing fees for collecting payments from guests.
Does HomeAway screen users?
HomeAway does not formally screen users. However, we provide a number of features to build trust and safety on the site. Reviews earned by traveling or hosting on HomeAway are one of the best tools used to build trust. They show that a user has successfully completed a reservation through the HomeAway system, and they allow you to see feedback from the user's host or guest.
Why is it necessary to keep communication and transactions on HomeAway?
  • The main reason it is necessary to keep communication and transactions on HomeAway is for your safety. The vacation rental industry has always been vulnerable to risks and uncertainty. We've strived to create a community marketplace that brings security and trust to the table in a way never before possible, and keeping your communication and transactions on HomeAway is vital to achieving this.
  • Private messaging, a secure payment system, and user flagging are just a few examples of tools we offer to enable trust and safety in our community.
  • Not to be too much of a stickler for the rules, but another reason you should not take your communication and transactions offline is to make sure you adhere to our Terms of Use.
How can I contact HomeAway?
You can contact 24/7 HomeAway Support by email.
For all your questions please feel free to send a query at [email protected].

Managing Your Account

What is the Wall?
Your Wall is the welcome or home page of your HomeAway account. Your HomeAway Wall shows you important alerts and acts as a gateway to navigating your account.
When you log in to HomeAway, you are automatically taken to your Wall. You can also reach your Wall at any time by clicking on the “wall” link at the top of any HomeAway web page.
I forgot my password. What do I do?
If you forgot your password and cannot log in to your HomeAway account, click on the “Forgot password?” link which is found at http://www.homeaway.ae/login. Enter the email address you use for HomeAway, and you’ll be sent an email including your password.
How do I change my password?
You can change your password by going to Wall > Profile. Enter your new password and update.
What should my profile include?
A great profile includes your full name, your contact information and your PM License Number issued by DTCM. What also helps incredibly are a profile photo with your lovely face, and some interesting facts about yourself, such as where you're from and your interests or hobbies. This is your opportunity to highlight how awesome you are, so feel free to be creative! Though, you shouldn’t share any personal websites or links to any other online accounts you may have in order to be sure to keep your communication and transactions on HomeAway.
Do I have to fill out my profile?
HomeAway is a community marketplace built on trust and safety that facilitates the meeting of people in real life and is largely based on a review system. Completing your profile is key in preserving this trust because it makes your reviews reliable and authentic and allows you to share who you really are, right down to a real profile photo of you.
We want our community to be as genuine as possible, so we’re taking the additional step of notifying users whose profile photos do not include valid contact and license information. After filling out your profile the first time, you don't have to repeat this information about yourself; users can simply click on your picture to view more about you, and you can click on theirs to view more about them.
Guests are more willing to book a reservation with hosts who take the extra step to show who they really are.

Listing Your Property

How can I create a good listing?
Showcasing your listing is essential in increasing your visibility and making it more likely for guests to reach out to you. We’d like to give you some tips to help you make your listing awesome.
  • Try to include high quality, high-resolution photos that showcase your property including bedrooms, living room, kitchen and bathrooms. Based on our experience, properties that have less than 10 high quality photos have a difficult time.
  • Complete your listing’s description by writing at least 400 characters.
    Guests are arriving to your place site unseen, so help them out by telling them a little (or a lot!) about where they are staying, what they are getting, the neighborhood they’ll be staying in, and what they can safely expect.
  • Upload a profile photo, and tell a little about yourself.
    Help travelers put a face to your name by posting a friendly photo of yourself. Being able to see your smile increases trust between host and traveler, and that’s a good thing, isn’t it? Often times, people like to stay with hosts who share common interests, so also share a little bit about yourself. We bet you’re fascinating!
  • Set a competitive nightly rate.
    Not sure what your nightly rate should be? Take a look at what other hosts in your area are charging and use a similar price. In general, it’s a good idea for new hosts to start slightly lower, and then raise it as you get more reviews.
  • Update your calendar often.
    Keeping your calendar up-to-date makes things easier for both you and travelers who can easily see whether your place is available when they need it. It also boosts your ranking which will make you appear higher in searches.
How much should I charge for my listing?
We’re always trying to think of great ways to help you manage your listing, but sometimes one of the most stressful things to do is to decide on a price for your fabulous place!
To get an idea of what market prices are like in your area, you can search for comparable listings in your city or neighborhood. If you are a new host, you may want to charge a little lower than the average rate to attract travelers who are comparing your place to those with existing reviews.
We suggest pricing your first booking at about 25% less than your ideal price. Once you've got a review or two, you can start incrementally increasing your price. This is a good long-term strategy, and we hope you’re it with us for the long haul! You can edit your pricing at any time
How can I take quality photos of my listing?
Photos are the first thing guests look at when considering booking a space, so here are some suggestions to help you make your photos shine.
  • Light up your space. Brightness lets all the depth and color in a room stand out. Sunlight is best, but if it's a dim day, just flick on an overhead light and lamp.
  • Shoot into a corner. Explore the range of your space and add dimensionality. Avoid extreme close-ups so you can show what your entire space has to offer.
  • Photograph the entire structure and surrounding areas. Help guests imagine what coming home would look and feel like from the door to their room.
  • Clean the scene. As they say, less is more. Decluttering is key as it will make your place feel more livable, and extra items won’t distract from your furnishings. Just be sure this is a true reflection of how guests will find the space.
  • Highlight the amenities. Document the offerings that make your space unique and comfortable, like your hot tub, patio, garden, or pets.
Once you're ready, learn how to upload your awesome photos to your listing. Photos more than 45K in size are recommended and you can also sign up for our photography service to get high-quality HomeAway-verified photos. In many cases, it's even free!
Does my listing need to have photos?

You can create and edit a listing without photos. However, it will not be active in the search results until you upload at least one. You need a minimum of 6 photos for your property to be activated, but more photos lead to better conversion rates and higher amount of reservations.

Photo format and dimensions
  • JPEG & PNG files recommended
  • Horizontal photos (landscape style) display the best and are recommended. Panorama photos and vertical photos (portrait style) are accepted but not recommended as these dimensions do not take full advantage of the space provided.
Photo size and resolution
  • Maximum recommended size: 1024x768 pixels. Our site will accept photos as small as 400x300 pixels.
  • Maximum size: 4.5 MB. Note: The larger the size of the photo, the longer it can take to upload.
  • To determine the size of a photo, right click on photo, then  go to Properties, Detail and Dimensions.
Photo content
For security and quality purposes, we can reject photos that:
  • Are copyrighted 
  • Display a URL (a web address such as www._____.co.uk) 
  • Are watermarked 
  • Contain a logo
  • Are copied from another listing
  • Contain contact information like an email address, physical address or phone number
  • Are something other than a photo, such as a document, certificate, illustration, poster, company logo, or excessive text
  • Contains inappropriate content 
  • Are a collage of multiple images
  • Are not related to your property or area
  • Are blank
What are the cancellation policies I can choose for my listing?
There are several different cancellation policies available to fit your hosting needs. If your guest cancels the reservation, your payout is determined by the policy you had in place at the time of booking, though you can always decide to refund your guests more than the policy allows. To edit your cancellation policy, go to your Wall > My Listings > Edit Listing > Pricing and Terms. You must set one of the following policies for each one of your listings. You can choose a different policy for each listing.
  • Flexible: full refund up until 1 day prior to arrival, except fees.
  • Moderate: full refund up until 5 days prior to arrival, except fees.
  • Strict: 50% refund up until 1 week prior to arrival, except fees.
  • Super Strict: 50% refund up until 30 days prior to arrival, except fees

Managing Your Listing

How do I edit my listing?
You can manage and edit your listing(s) by going to your Wall > My Listings > Manage Listings. Find the listing you want, click on the button to edit the listing, and edit away!
There are six main sections for each listing: Address/Location, Description, Photos, Calendar, Pricing and Terms. In each section, you can view and edit your listing's information.
My address is shown incorrectly on the map. How can I fix it?
If your address is appearing incorrectly on the map, there’s no need to worry! It can be edited until it’s right on-target.
  • Are you trying to create a listing? When you create a listing, you'll need to enter an address recognized by our system in the address field. If our system does not recognize the postal address entered in the address field, you can identify your location by pinpointing on a map.
  • Have you already created a listing? You can edit the address of your listing in your account, as long as you have fewer than 2 confirmed reservations. First go to your Wall > My Listings > Edit Listing. Then scroll down to the map and click on the “Edit address” link. If our system does not recognize the postal address entered in the address field, you can identify your location by pinpointing on a map.
  • Still having trouble? Contact HomeAway Support so we can help you update the address.
How do I use the calendar?
It is important to make sure your listing’s calendar is up-to-date since guests rely on your calendar to show them your rate and availability. It also keeps you informed of the reservations you have coming up. Manage your calendar at your Wall > My Listings > Manage Listings > View calendar.
On the calendar, you can edit the availability of specific dates by clicking on the day. If you click once, the chosen day is set to not available. Clicking twice changes the selected day back to available.
When you’re all set, click the green button to update your calendar to make it to go live. You can view your live calendar as a guest sees it by going to your listing’s public page and clicking on the tab for the calendar. Your calendar dates will appear as green for every night you have available to book and red for every night you don’t. For example, if a guest is checking out on the 15th and no other guest is checking in that day, the 15th will remain green since no one is staying the night of the 15th.
Remember that you cannot offer multiple listings from one calendar; you’ll need to make a listing for every space you have available so each space has its own calendar.
How do I set up pricing for my listing?
Go to Wall > My Listings > Edit Listing > Pricing and Terms. Enter in your desired nightly, weekly and monthly rates. If you wish to add seasonal pricing, please feel free to add this under Advanced Pricing tab. You can either change the pricing of select dates or pick periods/blocks of dates for altering the price.
Any changes you make on this page will automatically update your listing’s calendar, but they will not apply to reservations that have already been booked.
I have multiple units available, but my calendar shows I'm booked after just one room is taken. Why?
HomeAway is set up so that only one reservation can be booked at a listing for certain dates, so a listing’s calendar is marked as unavailable for each of its accepted reservations to prevent double-booking.
Not to worry! We’d love it if you’d create a separate listing for each unit you have available. That way each listing has its own calendar and description, and you can make sure each one accurately reflects the number of beds and amenities that you can accommodate.
You can create a listing for your whole house and separate listings for individual and seperate units, but be sure to keep up with your calendars.
Sign in to your HomeAway account, and manage all your listings in your account under your Wall > My Listings. List your space for each room that you are offering.
How is my search rank determined?
The first page of search results displays the top-ranked listings. Completing your profile is important to your search rank since uploading a profile photo and obtaining positive reviews earn you points as a host.
Your activity from the past 90 days impacts your ranking the most. Accepted reservations, guest reviews, responding to messages, and keeping your calendar up-to-date positively impact your ranking. Expired reservation requests, host cancellations, and messages you don’t respond to will negatively impact your ranking. Denying a reservation request has no impact on your ranking.
Bonus tips!
  • Respond to any message you receive to make sure your response rate is top-notch.
  • Taking high-quality photos will help you increase your reservations, which then improves your ranking.
How do I promote my property?
There are several ways to promote your listing while still keeping your communication and transactions on HomeAway. Here are 3 great ways:
  • Use Facebook to post your listing to your wall (or Twitter if your prefer). The link will take your friends and followers straight to your listing’s public page.
  • Share your listing’s URL on your personal blog or website by adding a shiny badge we made just for you.
How can I get featured on the HomeAway homepage?
HomeAway periodically selects listings to appear on the homepage. These listings are typically unique, have great photos and reviews, or have some remarkable quality about them. If you would like to be considered, send a link to your listing to HomeAway Support and let us know what makes your listing special!

Payouts

How and when do I get paid (a payout) for my reservation?
When you receive a payment for a reservation, we call that payment to you a “payout”. Our secure payment system supports several payout methods (bank wire, PayPal, Payoneer Prepaid Card, Payoneer Local Bank Transfers). You can add your payout method by going to your Wall > Account > Payout Preferences.
As a safety feature, HomeAway holds your payout until 24 hours after your guest checks in before releasing it to you. This gives you and your guest time to make sure that everything is as expected. In the event of a guest cancellation, any payout owed to you will be issued 24 hours after the originally scheduled check-in date. The time it takes for a payout to arrive to you after it is released will depend on the payout method you have selected.
Why should my guests and I use your payment system?
Our payment system is secure, reliable, and convenient. We collect guest payments up front and in full when you accept a reservation request. By keeping your communication and transactions on HomeAway, you are upholding our terms of use and can rest assured that you will receive the proper payout for each and every reservation. We also uphold your cancellation policy from the moment the booking is accepted until the end of the reservation.
One of HomeAway’s main attractions for guests is that we do not release a payout to you until 24 hours after the check-in date, which differs from other websites. For guests this means they can be confident their money is safe and secure until they are warm and snug at your listing. For you it means more reservations since travelers flock to the site for our secure payment system, plus you get the added security of 24/7 assistance from our friendly HomeAway Support team.
What are HomeAway service fees?
We charge property managers and hosts a 13% service fee for every reservation booked. This service fee is what actually goes to the site's operation, enables the platform that we provide, and allows us to offer amazing 24/7 HomeAway Support before, during, and after travel.
After entering in the exact dates and number of guests for a reservation, guests will see the total price of the reservation. The 13% fee is charged over this reservation amount. After the deduction of this 13% fee, the property manager payout is sent to the PM's preferred payout method & account.
How can I issue my guest a refund?
If you’re a stellar host looking to refund your guest for whatever reason, you can feel free to contact HomeAway Support to set this up. We’ll refund your guest right on the site to keep the transaction safe and secure.
Why haven't I received my payout?
Payouts are released to hosts 24 hours after a guest checks in. However, the time it takes to receive a payout after it is released will depend on the payout method you have selected. You can check on the status of your payouts at any time on your Transaction History page, which you can find by going to your Dashboard > Account > Transaction History.
If your payout method is direct deposit, you may not see the payment arrive in your bank account for 1-3 days since weekend days will not count as business days. PayPal and the Payoneer Prepaid Card are often found to be the quickest payout methods as the payout is deposited on the same day as its release. If it’s taking longer than normal to receive your payout and you’ve waited over a week, please contact HomeAway Support to help you investigate.

Messaging and Reservation Requests

What do I do after I receive a reservation request from a guest?
When a potential guest sends you a reservation request, you'll receive an email notification and an alert on your Wall. Click on the link to view your reservation details and accept or decline the request.
You have up to 24 hours to officially respond to a guest’s reservation request in your HomeAway account by clicking on the green button to accept or the red button to decline the request before the request expires. Remember, you are never under any obligation to accept a request. If it doesn't feel right, it’s okay to decline the request. Declining a reservation request has no impact on your ranking, but expired requests negatively affect your ranking. Here’s a guide on some common scenarios you may face after you receive a request:
  • The dates are available, and you feel comfortable with the potential guest. Go ahead and accept the booking. Your listing’s calendar is automatically updated to show the reservation.
  • The dates are available, but you want to know more about the traveler. Not a problem. Send a message to the guest. You still need to officially accept or decline the request within 24 hours so it doesn’t expire.
  • The dates are not available. Kindly decline the request so the guest knows to keep on looking. If you decline a request, you can choose to leave the dates available or blocked. You can always change this decision later by editing your calendar.
  • The details of the reservation request don’t look correct. You can deny the request, making sure to leave the dates marked as available. Using the nifty pricing tool, you can test why the rate is appearing at a certain price to your guests, then work out the details and have your guest send a new request.
  • The request expired. Your guest can still book with you if you re-open your calendar dates and have them submit a new request.
    If you need help accepting or declining a request, contact HomeAway Support. We’d be happy to assist.
How much time do I have to respond to a guest’s reservation request?
You have 24 hours to officially respond to a guest’s reservation request in your HomeAway account by clicking on the green button to accept or the red button to decline the request.
Guests love a prompt response, even if you cannot host them. Though, feel free to take some time to work out details with a guest in the message thread before responding to a request. You should still accept or decline every request you receive to avoid letting it expire. Declining a reservation request has no impact on your ranking, but expired requests negatively affect your listing’s ranking.
If you need help accepting or declining a request, contact HomeAway Support. We’d be happy to assist.
What should I ask a guest in the message thread?
You can use the secure messaging service on HomeAway to work out details with your guests. Feel free to ask guests whatever you would like before accepting a booking, including details about their arrival, how many people are coming and who they are, the purpose of their stay, and anything else you would like to know. Just make sure to keep your communication and transactions on HomeAway.
Some of our travelers have not yet completed their profile or uploaded a profile photo. It’s okay to ask these guests to finish completing their profile before they submit a reservation request.
Why can't I personally call or send an email to potential guests before they book?
We understand that you want to communicate with potential guests before accepting any reservations, so we created a messaging system for you right on the site. Guests can contact you on your listing’s page to start a message thread, and you can work out details together before they book with you.
All contact between hosts and guests needs to be handled on the site before a reservation has taken place in order to maintain your safety and privacy and to adhere to the terms of the site. After a reservation is booked on the site, we’ll release your personal contact information to each other.
What do I do if a guest wants to see my place before booking?
The HomeAway community facilitates security and trust, and keeping your communication and transactions on HomeAway is a key factor in achieving this. We encourage all hosts and guests to complete their booking through our website before meeting in person to best ensure their safety and privacy.

Your Reservation

How does the check-in and key exchange process work?
Guests and hosts work out details for checking in, exchanging keys, and checking out directly with each other. We recommend coordinating in the message thread on HomeAway so all your information is saved in one place for easy reference. After a reservation is accepted, personal contact information is easily found in the message thread, as well as in your HomeAway account in your itinerary (if you’re a guest) or in your confirmation (if you’re a host).
The decision of whether or not to give a guest a key is at the discretion of the host. However, it is generally expected that guests will have easy access to the accommodations they are paying for. Many hosts like to greet guests in person to pass along the keys. Other hosts send keys and instructions in the mail, leave them in a lockbox, or even have a neighbor meet a guest, if they aren’t available to do it themselves.
You won’t need to officially check in with HomeAway. We’ll just assume you’ve checked in and you’re having a great time, unless you contact HomeAway Support to let us know otherwise.
What am I expected to provide for my guest?
Every reservation is different, so we encourage hosts to use their best judgment when deciding what to offer, and the message thread on the site is a great place to ask guests what they’ll need during their stay.
We suggest that hosts provide, at a minimum, clean sheets, pillows, blankets, and towels for each guest on the reservation. Anything shown in your listing’s photos, written on your listing, or checked as an amenity at your listing will also need to be provided to make sure you are following our hosting policies. One of the major benefits to using HomeAway is being able to travel like a human. It’s the personal touches that guests love about staying with our fabulous hosts, so make sure to leave your up-to-date contact information around so guests know they always have someone to reach out to during their stay. If you can provide a coffee or tea station, little soaps or shampoos, a hairdryer, or stock the fridge with a few basic items, guests tend not to leave it unnoticed when writing their reviews. Some hosts even go above and beyond by leaving welcome notes, a bottle of wine, local treats, or something else thoughtful that makes a guest's stay that much more memorable.
What happens if I feel uncomfortable with my guest?
As a host, you are always in complete control of who stays at your place. If you’re not sure you’re ready to accept a request, simply decline the request until you and your guest work out the details and come to a decision. Declining a reservation request has no impact on your search rank.
If you have accepted a reservation and you feel uncomfortable with your guest, contact HomeAway Support by phone at +44 128 561 0092 so we can assist you right away.
What do I do once my guest leaves?
Make sure to do a walk-through of your listing either upon checkout or once your guest leaves to ensure that everything is in order, and begin thinking about what you want to write in your review.

Cancellations

What are the cancellation policies I can choose for my listing?
There are several different cancellation policies available to fit your hosting needs. If your guest cancels the reservation, your payout is determined by the policy you had in place at the time of booking, though you can always decide to refund your guests more than the policy allows.
To edit your cancellation policy, go to your Dashboard > Your Listings > Edit Listing > Pricing and Terms. You must set one of the following policies for each one of your listings. You can choose a different policy for each listing.
  • Flexible: full refund up until 1 day prior to arrival, except fees.
  • Moderate: full refund up until 5 days prior to arrival, except fees.
  • Strict: 50% refund up until 1 week prior to arrival, except fees.
  • Super Strict: 50% refund up until 30 days prior to arrival, except fees
How do I cancel a reservation as a host?
Life happens--and occasionally that means you'll need to cancel a reservation. You should first know that we’ve created a way for you and your guest to alter a reservation, which might allow you to avoid the cancellation altogether.
Know we take host cancellations very seriously, and we strongly discourage you from canceling reservations, as they can cause a big inconvenience to your guests. They also hurt the reliability of our website. When you cancel, the following policies may apply:
  • Your ranking in search results is negatively affected.
  • An automatic review appears on your listing indicating that a reservation was canceled.
  • Your calendar will remain unavailable for the dates of the reservation.
  • You are subject to a cancellation fee if you cancel more than once in a six-month period.
  • We do understand that sometimes a cancellation is inevitable, so in the event that you absolutely must cancel, we ask that you contact your guest on HomeAway to explain. We also expect you to send an email to [email protected] to explain the situation.
What happens if my guest cancels a reservation?
If your guest contacts you regarding a need to cancel a reservation but has not yet done so, know that you might be able to alter the reservation to avoid the cancellation altogether. Sadly, sometimes a cancellation is unavoidable, regardless of how awesome you and your listing are. Please don’t take it personally!
Once your guest cancels the reservation, you will be automatically notified by HomeAway’s system. We will uphold your listing’s cancellation policy, and any refunds due will be automatically credited to your guest immediately after the official cancellation. Any payout owed to you will be issued 24 hours after the originally scheduled check-in date. It is important to note that if the reservation’s status has not changed to “canceled” in your HomeAway account, then the reservation has not been officially canceled in our system; it is still considered active and will still appear on your calendar.
We are often contacted by stellar hosts looking to refund their guests more than their cancellation policy allows.

Reviews

How do reviews work?
Reviews are one of our major trust and safety features. They are your opportunity to build a good reputation in the HomeAway community, as well as to tell the community about your experience with a host or a guest. Since you can only write a review after completing a reservation, you can trust that any review you see on a profile page is the result of an actual person staying with or hosting another member of the community.
Two days after your reservation has been completed, you will receive an email from HomeAway asking you to leave a review. You’ll also see an alert on your Wall in your account. Guests and hosts rate each other on cleanliness, communication, and more. In addition to public feedback, you can also send private feedback to each other.
What are the review guidelines?
Reviews allow you to share your experience with the greater HomeAway community. They reinforce the transparency of the site, significantly assist your fellow travelers and hosts in making informed decisions when booking, and provide helpful feedback.
If leaving a negative review, please keep in mind that a review must be an unbiased, objective account of your stay and should simply state the facts.
If you receive a negative review, don't stress! Keep in mind that a review is a personal opinion to which each traveler and host is entitled. Simply work to address any problems that were noted in the review and your next review should be great.
HomeAway reserves the right to remove a review if it is inaccurate, makes false accusations, is a personal attack against a user, or is used as a form of extortion.
Can I remove a negative review?
Earning reviews builds trust in the HomeAway community since reviews show that a user has successfully completed a reservation through the HomeAway system. We encourage both hosts and guests to post their honest opinions, including negative comments. Honesty and transparency are vital to our community, therefore there is no feature on the site that allows you to change or delete reviews that appear on your profile.
We do ask that the review is an objective account of the stay, according to our review guidelines. If you feel any review guidelines have been violated, or if as a host you would like to post a response to a negative review, please contact HomeAway Support.

Taxes

How do I collect taxes for the booking?
Your state or locality may impose a tax or taxes on the rental of rooms or the rental fees related thereto. Because HomeAway is not a party to your rental agreement with the Traveler and is not your or the Traveler’s contracting agent, nor does it do business as a hotel, motel, or as a provider or furnisher of rooms, lodging, or accommodations, to the extent there is any state or local tax on the room you are renting, your rental fee and/or the services you provide to the Traveler, it is your sole responsibility to collect and/or pay such tax due and remit such tax or taxes to the appropriate taxing jurisdiction. For questions about your liability for any state or local tax, you should contact your own attorney, accountant or tax advisor.
If you determine that you need to collect tax for renting in your city, please clearly state this in your listing description so that travelers are aware of the tax. You can increase the price of your listing to accommodate the tax percentage.

TRAVELING

Traveling Basics

How do I sign up with HomeAway?
Signing up and creating a HomeAway account is free! The easiest way to sign up is by connecting with your Facebook account. This will automatically fill out some of your profile, and you’ll get an additional verification.
If you don’t have or don’t want to use Facebook, you can also sign up with your email address to create an account. After signing up, make sure to finish completing your profile so that the community knows how awesome you are. Sound good? Sign up today at http://www.homeaway.ae/signup. We’re looking forward to welcoming you to our community!
How do I travel on HomeAway?
  • Post your face.
    Sign up with HomeAway, create a great profile, and upload a profile photo.
  • Find a place
    Searching on HomeAway is easy! Enter your destination and select dates at www.HomeAway.ae, and watch the prospects appear. Refine your search using our advanced filters including price, room type, amenities, and more.
    Choose your favorite listing, really get to know it, and make sure you familiarize yourself with the host’s reviews and profile. Click the Contact button to ask the host any additional questions before you book. Also carefully review cancellation policies before booking.
  • Book a space.
    Submit a reservation request by clicking the Book It button and entering your payment details. Don’t worry, you won’t be charged unless the host confirms your reservation, and you can rest assured that your payment is secure with us.
    Review your host once you have checked out. Voicing your experience is an essential part of building our trusted community.
Who can host on HomeAway?
Almost anyone can be a host as long as they are licensed by DTCM! It's free to sign up and to list your DTCM licensed properties. The listings available on the site are as diverse as the hosts who list them, ranging from serviced apartments to luxury residences to villas, chalets and mansions. The list goes on and on! The list goes on and on!
What does the room type of a listing mean?
All listings on HomeAway are categorized into the following three room types: shared rooms, private rooms, and entire homes/apartments.
  • Shared rooms are for you if you don't mind sharing a space with others for a comfy, communal experience. These rooms work best for the flexible traveler looking for a budget-friendly stay.
  • Private rooms are for you if you prefer privacy yet still value a local connection, often around a third of the cost of a hotel room. Wake up to greet hosts in the kitchen, and have the freedom to bid them adieu at bedtime.
  • Entire homes/apartments are for you if you are seeking a home away from home with complete privacy and the freedom to kick your feet up. Be your own host, make your own breakfast, and remember to treat your listing with the respect and courtesy you would at your own home.
How can I protect myself as a guest?
There are some great ways you can protect yourself as a guest on HomeAway.
  • Screen profiles and reviews of your potential hosts. Be sure to read any reviews left by other HomeAway guests. If their profiles are a bit bare, feel free to ask them to complete some profile verifications before booking with them, or look for hosts who already have a strong reputation on the site.
  • Thoroughly read listings. Make sure you read everything hosts have posted about their listing in the description, the amenities, and the house rules so there won’t be any surprises. In addition, you should understand a listing’s cancellation policy before you submit any reservation request.
  • Message on HomeAway before submitting a reservation request. Make sure to keep your communication on our website. Take advantage of our messaging system to learn about your hosts and to clarify the price and amenities for the listing.
  • Contact 24/7 HomeAway Support if you ever feel unsafe or uncomfortable.
Why is it necessary to keep communication and transactions on HomeAway?
The main reason it is necessary to keep communication and transactions on HomeAway is for your safety. The vacation rental industry has always been vulnerable to risks and uncertainty. We've strived to create a community marketplace that brings security and trust to the table in a way never before possible, and keeping your communication and transactions on HomeAway is vital to achieving this.
Private messaging, a secure payment system are just a few examples of tools we offer to enable trust and safety in our community.
Not to be too much of a stickler for the rules, but another reason you should not take your communication and transactions offline is to make sure you adhere to our Terms of Use.

But wait, there’s more (shipping and handling included)! By conducting your transactions on the site, you can gain access to:
  • our 24/7 HomeAway Support team.
  • the opportunity to review and after your complete reservations.
  • an amazing community of like-minded people traveling, hosting, and reviewing listings on a nightly basis.
Hosts also enjoy:
  • an improved ranking in search results due to accepting reservations, which result in a greater number of inquiries for your space.
  • a cancellation policy for your listing, which enables you to receive a partial or full payout in the event of a guest cancellation.
Guests can count on the safety of funds in the event of a host cancellation.
Now, who wouldn’t want all that?

Managing Your Account

What is the Wall?
Your Wall is the welcome or home page of your HomeAway account. Your HomeAway Wall shows you important alerts and acts as a gateway to navigating your account.
When you log in to HomeAway, you are automatically taken to your Wall. You can also reach your Wall at any time by clicking on “Wall” at the top of any HomeAway web page
I forgot my password. What do I do?
If you forgot your password and cannot log in to your HomeAway account, click on the “Forgot your password?” link found at https://www.HomeAway.ae/login.
Enter the email address you use for HomeAway, and you’ll be sent the password you selected for your account.
How do I change my password?
You can change your password by going to Wall > Profile. Enter your new password and update.
What should my profile include?
A great profile includes your full name, a profile photo with your lovely face, and some interesting facts about yourself, such as where you're from and your interests or hobbies. This is your opportunity to highlight how awesome you are, so feel free to be creative! Though, you shouldn’t share any personal websites or links to any other online accounts you may have in order to be sure to keep your communication and transactions on HomeAway.
Do I have to fill out my profile?
HomeAway is a community marketplace built on trust and safety that facilitates the meeting of people in real life and is largely based on a review system. Completing your profile is key in preserving this trust because it makes your reviews reliable and authentic and allows you to share who you really are, right down to a real profile photo of you.
We want our community to be as genuine as possible, so we’re taking the additional step of notifying users whose profile photos do not include a face. After filling out your profile the first time, you don't have to repeat this information about yourself; users can simply click on your picture to view more about you, and you can click on theirs to view more about them.

Finding a Place

How do I search for a listing?
Start your search at the HomeAway homepage by clicking on the HomeAway logo found on the upper-left corner of any HomeAway web page. Enter your destination, dates, and number of guests. You can also search for listings by location without entering specific dates or the number of guests. This may not accurately reflect what will be available to you in a more specific search, but it is a great way to browse some cool places!
To search for a listing if you have its number, add the number to the textbox on the upper-right corner of any HomeAway webpage and click the arrow.
How do I contact a host to get more information about a listing?
Besides reading a listing’s description (don’t forget to look at the cancellation policy), amenities, and house rules, you can use the secure messaging service on HomeAway to find out more information about a listing before submitting any reservation requests. Just click on the blue Contact button on a listing’s page. Feel free to ask hosts whatever you would like, just make sure HomeAway.
How do I evaluate a listing?
Contacting hosts on HomeAway using the blue Contact button gives you the opportunity to ask any questions you'd like about a listing, and there are also some things you can look at right on the site to help you evaluate listings.
Reviews show you how previous guests evaluated a listing and give you an idea of what to expect from a listing and host. Hosts can only receive reviews from HomeAway guests after they complete their reservation, so you can trust they are authentic.
Photos help you evaluate a listing since they are the best way for hosts to showcase their space. Even better are photos which are verified by HomeAway because that means a professional photographer with HomeAway came in person to take them.
Why is the price shown on the booking page different than the price shown in the search results?
Your eyes do not deceive you! Sometimes the rate of a listing in the search results will be a little different than what you see on the listing’s page or the booking page, based on your search criteria.
To be sure that you are receiving the most accurate rate, enter your exact travel details. On the search results page, you'll then see the lowest nightly rate possible for each listing given your travel details. This is the rate set by the host based on a variety of factors, including the number of guests, the length of your stay, and any cleaning fees. You can check this information in the pricing details on a listing’s page. HomeAway service fees are added on the booking page, and you will see these clearly listed on the listing’s page and on the booking page after entering your search parameters.

Messaging and Booking

What happens after I click the Book It button?
When you click the Book It button, you are taken to a checkout page. This is not yet a reservation request. You’ll need to submit your payment information and agree to the cancellation policy, house rules, and terms of use on the checkout page to officially submit your request to a host.
You should first double-check the details of your reservation. Then enter your payment details and agree to the terms of the reservation.
You will not be charged unless the host accepts your request. Hosts have 24 hours to reply to a request, but most hosts respond within four hours. If your request is accepted, then your payment is immediately processed and collected in full. If the host declines the request or the request expires, no charge is made and you can try booking those dates with someone else. We recommend you complete your profile and contact your host using the messaging system on the site before submitting a request. If you need help submitting a reservation request, feel free to contact HomeAway Support.
What happens after I click the Contact Me or Send Message button?
You can use the secure messaging service on HomeAway to work out details with hosts before submitting a reservation request with the Book It button. Feel free to ask hosts whatever you would like, including details on specific amenities, who (if anyone) will be sharing the space with you, how close the listing is to, where you need to go, and anything else you would like to know. Just make sure to keep your communication and transactions on HomeAway.
Some of our hosts have not yet completed their profile or uploaded a profile photo. It is okay to ask hosts to finish completing their profile before you submit a reservation request, and you can also choose to message hosts with high response rates and positive reviews, as this means they are active in the community.
How much time does a host have to respond to my reservation request?
Hosts have a window of 24 hours to officially accept or decline your reservation request, but most hosts respond within four hours. If a host accepts your request, your payment is immediately processed and collected in full. If a host denies your request or the request expires, you are not charged.
Once your booking has been officially accepted or denied by a host, you will receive an email alert so you know if you have a confirmed booking.
How do I know when a host accepted my reservation request?
You’ll always use the green Book It button to complete and submit a reservation request to a host. Once your request has been officially accepted by your host, you will receive an email notification from HomeAway. Your reservation will then show up as accepted in your inbox and will be found in your Wall > My Trips. If it is not, then your reservation is not confirmed on the site.
Should I book if I have not heard back from the host?
We understand how exciting planning a trip can be, as well as how frustrating it can be if you don’t hear back from a host right away. On average, hosts reply within 4 hours, but keep in mind you may be in different time zones.
Generally, we recommend waiting to hear back from a host before submitting a reservation request. Once you have successfully made contact with a host and have all your questions answered, you can book with the assurance that your reservation request will be accepted. Also, be sure to check out a host's activity on the site by looking at reviews.
If your host has not responded, please don’t take it personally! Feel free to reach out to other hosts in the area. You can contact as many hosts as you'd like, so it is up to hosts to respond to you in a timely fashion or risk losing their chance.
Why can’t I personally call or send an email to a host before I book?
We understand that you want to communicate with potential hosts before submitting any reservation requests, so we created a messaging system for you right on the site. You can contact a host on a listing’s page to start a message thread using the blue Contact button, and you can work out details together before you book.
All contact between hosts and guests needs to be handled on the site before a reservation has taken place in order to maintain your safety and privacy and to adhere to the terms of the site. After a reservation is booked on the site, we’ll release your personal contact information to each other.
Can I view the listing before I book?
The HomeAway community facilitates security and trust, and keeping your communication and transactions on HomeAway is a key factor in achieving this. We encourage all hosts and guests to complete their booking through our website before meeting in person to best ensure their safety and privacy.
In the rare event that a host agrees to arrange a viewing prior to you booking a reservation, please contact HomeAway Support, and we'll be happy to assist.

Payments

How can I view or print a billing receipt or itinerary for my trip?
It’s easy to view, print, and email your billing receipts or itineraries for any reservations you have booked and paid for using HomeAway. Go to your Wall > My Trips. Then find the reservation you’re looking for and click the button to view the billing receipt or itinerary.
How and when do I pay for my reservation?
We collect your payment information at the time you submit your reservation request using the green Book It button. As soon as you submit your payment and booking request, your reservation is immediately sent to the host. The host has 24 hours to respond to this request. If a host accepts, your payment is collected in full, after which you can view your billing receipts in your HomeAway account. If a host denies your request or the request expires, you will not be charged for this amount. HomeAway does not hold on to your payment information.
As a safety feature, HomeAway holds your payment until 24 hours after you check in before transferring it to your host. This gives you time to arrive at the listing and make sure that everything is as expected.
What methods of payments do you accept?
We accept all major credit cards (Visa, MasterCard, AMEX, Discover, and JCB). We also accept debit cards that can be processed as credit. Depending on your country, not all methods may be available and some conditions may apply.
At the time you make a booking, you’ll see your available payment options by choosing your country from the drop-down menu. The currency in which you will be charged will be clearly listed for you before you book.
Why should I use your payment system to pay my host?
Our payment system is secure, reliable, and convenient. When you keep your communication and transactions on HomeAway, you ensure that you uphold our terms of use. We then ensure that your money is safe by holding your payment until 24 hours after check-in, at which point we transfer it to your host. This gives you time to arrive at the listing and make sure that everything is as expected. If something doesn’t seem right, you can get assistance 24/7 from our friendly team by contacting HomeAway Support.

Your Reservation

How does the check-in and key exchange process work?
Guests and hosts work out details for checking in, exchanging keys, and checking out directly with each other. We recommend coordinating in the message thread on HomeAway so all your information is saved in one place for easy reference. After a reservation is accepted, personal contact information is easily found in the message thread, as well as in your HomeAway account in your itinerary (if you’re a guest) or in your confirmation (if you’re a host).
The decision of whether or not to give a guest a key is at the discretion of the host. However, it is generally expected that guests will have easy access to the accommodations they are paying for. Many hosts like to greet guests in person to pass along the keys. Other hosts send keys and instructions in the mail, leave them in a lockbox, or even have a neighbor meet a guest, if they aren’t available to do it themselves.
You won’t need to officially check in with HomeAway. We’ll just assume you’ve checked in and you’re having a great time, unless you contact HomeAway Support to let us know otherwise.
How do I get from the airport to my accommodation?
Guests and hosts work out details directly with each other regarding the reservation, including exchanging keys and arriving at the listing for check-in. Ultimately, it is your responsibility as a guest to make airport and travel arrangements for your reservation. You are still welcome to ask the advice of your host advice on travel arrangements, and we recommend coordinating in the message thread on HomeAway so all your information is saved in one place for easy reference. Sharing your flight details is also a good idea so your host can keep up-to-date on any possible travel delays.
What do I do if I can’t reach my host and I have a confirmed reservation?
In addition to using the messaging feature on HomeAway, you can contact your host using his or her direct contact information (which is released to you after you have an accepted reservation) found at the top of your message thread and in your itinerary. Keep in mind your host may be in a different time zone than you, and hosts typically respond to a message within 24 hours.
Feel free to contact HomeAway Support if you have waited over a day and haven't gotten a reply. We'll reach out to your host directly. If your reservation is scheduled to begin within 48 hours, has already begun, or you arrive and cannot reach your host, please contact us by phone.
What happens after I check-in?
Congrats! Start living the dream! You won’t need to officially check in with HomeAway. We’ll just assume you’ve made it and you’re having a great time, unless you contact HomeAway Support to let us know something's not right when you check in.
What if a host informs me that the listing I booked is now unavailable, but they have an alternative?
If you’re okay with a switch and the listing is on HomeAway, either you or your host can alter your reservation to another one of the host’s listings. Pay attention to all details before initiating or accepting a change!
If you’re not okay with a switch or your host is asking you to switch without officially changing the reservation in your HomeAway account, please contact HomeAway Support so we can help you figure out the best solution.
What do I do if there is something wrong when I check in?
It’s best to contact HomeAway Support within 24 hours of your arrival if you feel your listing is misrepresented, like if it’s lacking in a promised amenity or it doesn’t resemble the photos on the site. Make sure to tell your host what you find unsatisfactory. After all, hosts can’t fix something they don’t know is broken. Giving them the chance to rectify an issue is often the best way to ensure your reservation goes forward smoothly.
Should you desire to cancel your reservation because you feel the listing was misrepresented, you will be automatically refunded according to the cancellation policy of the listing after you cancel. Please read the policy carefully. In order to be refunded above and beyond the host's chosen policy, you will need to contact HomeAway Support. You must document the specifics of the issue (with photos or video) to ensure that we can best help you.
If you ever feel unsafe at your listing, you can contact our 24/7 support by so we can assist you right away.
What do I do if a host asks me for more money than what I paid on the site?
All pricing details are included on a listing at the time you submit your reservation request using the green Book It button. Once your reservation is accepted and payment processed, you won’t have to pay any more money to your host.
If a host asks you for more money than what you paid on the site and it was not stated in the listing, please contact HomeAway Support and we'll contact your host directly.

Cancellations

Where do I find a listing’s cancellation policy?
A listing’s cancellation policy is found in the Rules tab. If you have an accepted reservation, and should you decide to cancel your reservation, we will automatically issue any refund in accordance with the listing's policy. Additionally, you must agree to the policy when submitting a reservation request. We strongly recommend reviewing cancellation policies before booking reservations.
How do I cancel my reservation as a guest?
Life happens--and occasionally that means you'll need to cancel your reservation, regardless of how awesome your host and listing may be. We strongly encourage you message your host on the site to discuss your options before canceling a reservation. Should you need to cancel, you can do so by contacting HomeAway Support.
We will uphold the listing’s cancellation policy, and any refunds due will be automatically credited to you immediately after the official cancellation.
How long does it take to process a refund?
Refunds issued to credit cards can take 5-7 business days to be reflected on your statement. Some refunds issued to foreign credit cards occasionally take up to 30 days to be reflected. Refunds issued to PayPal accounts occur within 24 hours. In case you paid with a bank transfer, you’ll need to contact HomeAway Support and set up a payout method to receive a refund.

Reviews

How do reviews work?
Reviews are one of our major trust and safety features. They are your opportunity to build a good reputation in the HomeAway community, as well as to tell the community about your experience with a host or a guest. Since you can only write a review after completing a reservation, you can trust that any review you see on a profile page is the result of an actual person staying with or hosting another member of the community.
Two days after your reservation has been completed, you will receive an email from HomeAway asking you to leave a review. You’ll also see an alert on your Wall in your account. Guests and hosts rate each other on cleanliness, communication, and more. In addition to public feedback, you can also send private feedback to each other.
What are the review guidelines?
Reviews allow you to share your experience with the greater HomeAway community. They reinforce the transparency of the site, significantly assist your fellow travelers and hosts in making informed decisions when booking, and provide helpful feedback.
If leaving a negative review, please keep in mind that a review must be an unbiased, objective account of your stay and should simply state the facts.
If you receive a negative review, don't stress! Keep in mind that a review is a personal opinion to which each traveler and host is entitled. Simply work to address any problems that were noted in the review, and your next review should be great.
HomeAway reserves the right to remove a review if it is inaccurate, makes false accusations, is a personal attack against a user, or is used as a form of extortion.
Can I remove a negative review?
Earning reviews builds trust in the HomeAway community since reviews show that a user has successfully completed a reservation through the HomeAway system. We encourage both hosts and guests to post their honest opinions, including negative comments. Honesty and transparency are vital to our community, therefore there is no feature on the site that allows you to change or delete reviews that appear on your profile.
We do ask that the review is an objective account of the stay, according to our review guidelines. If you feel any review guidelines have been violated, or if as a host you would like to post a response to a negative review, please contact HomeAway Support.