Trust & Safety

Stayz by HomeAway is a global community built on trust and inclusion. We're dedicated to providing a safe and secure marketplace for travellers, owners and property managers. We are here to support you 24/7, whenever you have questions or require assistance.

Trust

Book with Confidence

Our Book with Confidence Guarantee™ offers powerful benefits when you book your stay directly through HomeAway, including security deposit and comprehensive payment protection as well as emergency rebooking assistance.

Reviews

Stayz by HomeAway has more than 7 million reviews from travellers like you that help match you with the perfect home for your needs. After your stay, both you and the homeowner will receive emails reminding you to review your experiences. Neither of you will be able to see each other’s ratings until you've both submitted your reviews.

Reporting Owner Misconduct

If an owner has acted inappropriately or made you feel unsafe, Stayz will help with rebooking support and will investigate your case to determine if our policies have been violated. Contact us if you need assistance or wish to submit a complaint. In case of emergency, immediately contact the appropriate authorities.

Security

Privacy

We adhere to rigorous security and privacy standards backed by best-in-class technology that helps prevent fraud and harassment. Owners and travellers transact securely in the HomeAway marketplace, thanks to HomeAway systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant. Disclosure of any monitoring devices at a home is required, and invasion of privacy is not tolerated.

Payment Protection

HomeAway's Book with Confidence Guarantee™ protects 100% of your payment and security deposit, and most of our listings are eligible for this coverage when you book your stay through HomeAway's online checkout. Owners and travellers transact securely in our marketplace thanks to HomeAway systems and infrastructure that meet rigorous security requirements to be PCI-DSS compliant.

Secure Communication

Always communicate with the owner through HomeAway's secure, private messaging platform, which protects you from phishing and identity theft. You should never be asked to wire funds or send money directly to owners outside of HomeAway's booking and messaging channels.

Support

Customer Support and Help Portal

The Stayz Customer Support is available 24 hours a day, seven days a week via online chat and telephone. For assistance please visit our Help Portal.

Traveling Responsibly

We advise travellers to comply with local laws and regulations and to be considerate of local residents and the neighbourhood in which they are staying. Our community is built on respect and inclusion and we expect all our members to behave in a neighbourly way towards each other.

Disaster Support

Our customer support team will help you to rebook during your stay if your trip is impacted by a natural disaster. For assistance, please visit our Help Portal.

Safety

Home Safety Preparedness

We encourage all travellers to complete a safety walkthrough upon arrival at a home. Locate emergency equipment such as fire extinguishers or first-aid kits, and read all safety information provided by your host. If you have any questions about the safety of your home, don't hesitate to ask the owner or property manager. In case of emergency, immediately contact the appropriate authorities.

Authenticity

We use technology to detect fraudulent activity by verifying user accounts, giving you confidence in the authenticity of owner identities, and we conduct certain background screenings where we're able to. Although we take steps to confirm the identities of our community members, we advise travellers to always read owner profiles and reviews.

Property Cleanliness

We've partnered with travel industry and medical experts to develop enhanced cleanliness guidelines for owners and property managers to help keep you and your family safe when you’re ready to travel again. You can find information about cleaning practices on the property listing page. We also encourage you to reach out to owners to understand their cleaning and disinfection process. Please also follow your local health regulations while traveling.

Inclusion

Accessibility

We want all travellers to find the perfect place to stay, and we encourage you to communicate with homeowners about your individual accessibility needs, including requesting clarification about any home accessibility features you may require.

Nondiscrimination

A place for everyone leaves no room for hate. If you mistreat people, there's no space for you on Homeaway. Everyone deserves to be where kindness rules. We expect all members of our community to demonstrate respect and tolerance in all interactions with each other—both online and off-line—and we reserve the right to remove anyone from our marketplace who fails to abide by these principles.