HomeAway is an online marketplace that helps connect travelers to the perfect vacation rental. HomeAway has a service fee that is charged to travelers to help cover costs of operating the websites for owners and travelers. To read more about what the service fee is and why we introduced it, see this article: What is the service fee?

Where does the service fee appear?
The service fee is visible to the traveler in the price quote and/or the checkout process. All bookings should be processed through the HomeAway checkout. This ensures that travelers are eligible for payment protection through the Book with Confidence Guarantee and the listing gets credit for a booking in HomeAway’s search results, called Best Match.

How does a traveler pay the service fee?
Travelers pay the service fee by credit card or eCheck through the checkout flow or first payment request, no matter how they pay the owner.
  • Properties that have HomeAway payments enabled, the traveler will pay the service fee along with the first payment to the owner.
  • Properties that are enabled with alternative payments, the traveler will elect how they wish to pay the owner and then enter their credit card information to pay the service fee. Additionally, if the traveler purchases any of our value added services such as Property Damage Protection or Cancellation Protection, they will pay by credit card in the first payment.

How is the fee calculated?
The service fee is a percentage of the total amount of the reservation, excluding taxes and refundable fees. The service fee is between 5-12% for most bookings but can be above or below, based on the reservation. The percentage rate may change from time to time. Generally, the higher the reservation amount, the lower the percentage of service fee.

Where can an owner see the traveler fee?
You’ll always see the same cost amount that the traveler sees. To find the exact amount of the fee, navigate to the reservation manager in your dashboard and it is included on your inquiries and booking requests. You can also look at your listing or use the “test rates” feature within your dashboard.

What happens with the fee if the reservation is cancelled?
If the reservation is cancelled and refunded by the owner in full using our Cancellation Refund feature, the service fee will be automatically refunded to the traveler. If the reservation is outside of the owner’s cancellation policy and they do not refund the entire amount to the traveler, the service fee will not be refunded.