On the evening of ***** I made a reservation for a * bedroom condo rental on Grand Caym...

GetHuman-cecain's customer service issue with HomeAway.com from May 2019

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The issue in GetHuman-cecain's own words
On the evening of ***** I made a reservation for a * bedroom condo rental on Grand Cayman Island property ******** through VRBO*Homeaway. My Master Card was billed and I received a confirmation * (HA-*MQZ*K) for the dates ******** - ********. The reservation was made by telephone contact with Homeaway at the number listed on the property listing.***Within *** hour I received an email from Sean Scott, identified as property mgr. for the condo. It said, "Unfortunately we received a booking at *:**pm today...so this condo is not available for your dates. Please cancel on your end and we will make sure that you are refunded immediately. Kind regards, Sean Scott, **nd Home Ltd."* He did not respond to subsequent requests for help with this from me.***Today I contacted Homeaway and have had difficulty securing a refund as they questioned whether I am entitled to one. I was told they needed to confirm with the mgr. that he had cancelled as described because they had no record of the previous booking invalidating the availability of the condo prior to my having booked it with their office. They then said they are unable to reach him to confirm that the owner is the cancelling party to the agreement.***I need confirmation that the $***** billed to my Mastercard for a reservation that will not be honored is refunded immediately so I can make alternative plans. I feel caught between Homeaway and the condo owner.
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HomeAway.com

Customer service issue
Reported by GetHuman-cecain
May 20th, 2019 - a mon ago
I have an issue with HomeAway.com too
Fixed
Seen by 3 customers so far
Similar issue to 1427 others
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Items needed
Who made the booking
Booking reference
Billing address
Email address on the account
Loyalty program number (if applicable)
Timeline
GetHuman-cecain started working on this issue
May 20th 6:13pm
GetHuman-cecain confirmed the issue is fixed. Hooray!
May 20th 11:19pm