The Book with Confidence Guarantee is to help travellers feel confident booking on our site, reducing booking hesitation that in turn supports our homeowners. We believe that most owners are already very responsive in resolving their own customer issues, and we continue to expect that most issues will be addressed with satisfaction directly between the guest and owner. Should a traveller contact us for assistance under the Book with Confidence Guarantee, we will assess each situation case by case. Should we become aware of repeated or severe situations where a property owner is providing a bad experience or taking advantage of the guarantee, we reserve the right to take appropriate action based on the individual circumstances.

The Book with Confidence Guarantee provides travellers with the following benefits:
  • Payment protection that protects your rental payment against listing fraud.
  • Dedicated Traveller Care Team to answer questions before and during your stay. Support is available by phone or chat depending on your region.
  • Lodging assistance if you are unable to check into the property or it is significantly misrepresented.
  • Rebooking assistance to help you find another vacation rental should your booking be cancelled by an owner or manager at the last minute. Our dedicated rebooking specialists will help you book similar accommodations.
  • Damage deposit protection to help you recover your deposit if it is wrongfully withheld after your stay.
To be eligible for the Book with Confidence Guarantee, you must meet the following requirements: 
  • Reservations must be paid for through the HomeAway checkout. 
  • If the property is significantly not as described, unsafe, or you are denied access, you must contact Customer Support within the first twelve (12) hours of the event.
  • If your reservation has been canceled less than 30 days from your stay and you are unable to locate a similar property available during the same period.
  • You must contact Customer Support within 30 days of the incident (or by phone within 12 hours of entering the property on the first day of the stay in the event that it is materially not as described or uninhabitable)

FAQs

Who do I contact?
It's a week before check-in and I haven’t heard from the owner.Contact the owner via phone and email.  If you do not hear back within 48 hours then contact Customer Support.
It's the day of check-in and I don’t have check-in instructionsCheck your traveller account for details and contact the owner via phone and email. If it is close to your check-in time and you have not heard back from the owner, contact Customer Support.
I arrived at the property and it's uninhabitable.Contact the partner to see if they can rectify the situation. If they cannot rectify the situation or do not respond, contact Customer Support
The owner cancelled my reservation and won’t refund me.Contact the owner via phone and email.  If you do not hear back within 48 hours then contact Customer Support.
I’ve been at the property for 2 days and the wifi/AC/dishwasher won’t work.Contact the partner to see if they can rectify the situation. If the situation is not resolved within 24 hours, contact Customer Support.
I haven’t received my damage deposit backContact the owner to ask if they have refunded it. Most damage deposits get refunded 14 days after checkout. If it has been longer than 14 days, contact Customer Support.

The property owner cancelled my reservation last minute. What should I do?
If the property owner cancels your reservation last minute, please contact Customer Support as soon as possible as you may be eligible for rebooking assistance. 

If there’s a natural disaster and I can’t go on my trip, will Book with Confidence cover me?
The Book with Confidence Guarantee does not cover natural disasters. We recommend you review options for travel insurance that may cover you in the case of a weather-related cancellation. 

If I haven’t gotten the check-in details to get into the property, what will happen?
If you have not received check-in details and it's the day of your check in, first check your traveller account to see if the property owner has given you information there. If you have not received this information we recommend that you contact the property owner by phone and email. If you still cannot get in contact with the owner, please call Customer Support as soon as possible and we will work on getting in touch with the owner. If needed, our Traveller Care Team can provide emergency lodging assistance. 

How do I file a Book with Confidence Guarantee claim?
If you have experienced an event that is eligible for Book with Confidence, please contact Customer Support within 30 days of the incident (or by phone within 12 hours of entering the property on the first day of the stay in the event that it is materially not as described or uninhabitable). Our traveller care team will assist you in sending you the proper documentation. Completed and signed reimbursement requests must be submitted within 6 months of the first date of your stay. 

The property owner kept my refundable damage deposit, but I didn’t cause any damage! What is covered by the Book with Confidence Guarantee?
If you feel your refundable damage deposit has been wrongfully withheld, please contact Customer Support. We will help mediate the dispute with the property owner, and if your deposit is proved to be wrongfully withheld, you may be eligible for reimbursement. 

Can I use this offer on another or a future trip?
Rebooking assistance or reimbursement is not transferable and can only be used for the original dates of your trip. 

How long does the claims process take?
Once we have received the documentation requested via email, your claim will take about 2-6 weeks to fully process. 

For more information, the terms and conditions of the Book with Confidence Guarantee program can be found here.