We’ve revamped the process for your guests to review your property on HomeAway.com. We took the best of both of our current review systems, HomeAway Listing Reviews and the Rentors.org Guestbook, and created one simple review process which involves you, the homeowner.

We’ve Changed the Look and Feel
In the past, we used stars    on the review to indicate a traveler’s rating of your home.  However, since most of the travel accommodation industry uses stars as a way to differentiate the “class” of accommodation and vacation rentals are in a class of their own, we're going to use to showcase the rating associated with a review.  We’ve also simplified the format of the review to include a review title, an overall experience rating (1-5 scale), a field for guest comments, and a recommendation for the type of traveler for which your home is best suited.

Showcase Your Favorite Review
You can select one of your favorite reviews to be featured on your HomeAway.com property listing page.  As a convenience, if you already have a Listing Review on HomeAway.com, we have selected your most recent 5-star review to be displayed as your featured review.  If you didn't have a 5-star review, no “Featured Review” will be displayed. Please contact Customer Support at reviews@homeaway.com if you would like a different review to be featured.

You’ll be Able to Respond
With the revised system, you’ll now be able to attach an “Owner’s Response” to any review.  You can use this feature to express appreciation to your guests or to clarify an issue that the guest mentioned in the review.  The “Owner's Response” provides an excellent opportunity for you highlight your responsiveness to guests concerns.

We’re Involving YOU in the Process
Once a guest writes a review of your property, here’s the new Review Process:

• HomeAway confirms the review is in compliance with review guidelines (typically within 1 business day).
• You'll receive an email notifying you of your new review.
• You'll have 48 hours to read the review and, if desired, submit a response or select it as your new “Featured Review”.
• After 48 hours, the review will post to the reviews page for your property.

If you would like to submit a response to the review, here’s the new Owner’s Response Process

• On your review notification email, there will be a link that you'll click on to submit a response.
• Write and submit your response.
• HomeAway confirms compliance with response guidelines (typically within 1 business day).
• Your response will then be posted together with the guest's review.

Reviewers Must Have Stayed at Your Home
To review a property, a guest must have actually stayed there.  If you doubt that the guest actually stayed at your home, you may notify Customer Support at reviews@homeaway.com and we will contact the guest for proof-of-stay confirmation.

HomeAway Will Invite Guests to Review Your Home
To maximize the number of reviews written about your home, we will automatically send an email to guests that have inquired about your property, inviting them to leave a review.  (Emails will be sent one week after the dates the guest requested on their inquiries to you.)

The main reason HomeAway added a new and easier review process is to help drive more traffic and inquiries to your property page, which in turn should drive more bookings for your home. Reviews are the best testimonial for your property; which help potential renters feel safe and secure booking your home.  

Note: Contact Customer Support at reviews@homeaway.com with any questions or concerns about the review/response process.

Why a Bad Review Could Be Good for You    Before you start writing nasty emails to customer service, stop for a moment and read this article