This is quite a lot of information for me and still could not really understand what this service fee is exactly. I just noticed confidence and guarantee which gives me a lot of confidence to use their site. I heard rumors, they might raise the fee soon and they are thinking about moving the fee over to the owner in stead of the guest. It will truly be a fee free site. Just like booking .com..
What is the service fee?
The service fee is a percentage of the total amount of the reservation, excluding taxes and refundable fees, paid by the traveler. This fee helps cover the cost of secure transactions, product development, and 24/7 customer service. Additionally, when a traveler pays through our site, they are eligible for the Book with Confidence Guarantee.
The service fee amount varies. Generally, the higher the reservation amount, the lower the percentage of the service fee. A value-added tax is charged on the service fee where required by local regulations.
Service fee refunds
Owners and property managers do not have the ability to discount or waive the service fee. If the booking is canceled and fully refunded per the owner's cancellation policy, the service fee will automatically be refunded.
What are the processing fees for payments?
There is a 3% payment processing fee charged on the entire payment amount, including taxes. The processing fee does not apply to the service fee or products like Property Damage and Cancellation Protection. Processing fees are returned for any amounts refunded, such as the refundable damage deposit.
What is the Book with Confidence Guarantee?
Even the best plans can get derailed. But we've got your back when the unexpected happens. We call it the Book with Confidence Guarantee. When you book and pay on our site, you’re automatically eligible for the Book with Confidence Guarantee – so you know from the moment you book until your trip is done, we’re here to help your stay go right.
Our dedicated, live customer support team is available 24/7 to help answer questions and provide you with the following:
Hands-on emergency assistance if you arrive at the property, but are unable to get in and the owner is unresponsive
Payment protection in the unlikely event of fraud or if the owner wrongfully withholds your damage deposit
Help with finding a comparable property if the owner unexpectedly cancels your reservation up to 30 days from your stay
Help booking a new reservation if the property was materially misrepresented in the listing when you booked (e.g. missing a bed/bedroom), needs major maintenance or repair and you are unable to stay, or is determined by us to be unsafe
What it’s not Our Book with Confidence Guarantee does not serve as travel insurance and won’t cover cancellations due to events beyond the control of the owner or property manager (e.g. natural disasters, pandemics.), traveler requests for cancellation due to flight delays, illness, job loss, etc., or bookings made outside of our platform.
For more information about travel insurance and how you can purchase additional protection for your trip, please see the related help articles below.
Eligibility Our Book with Confidence Guarantee is automatically provided – at no additional cost – for all reservations booked and paid through our site. For more information on what may or may not be eligible and how to file a claim within the required time periods, please see our full terms and conditions.
Getting help If you find yourself in one of the situations mentioned above, try reaching out to the owner or property manager first. It's possible there’s just a misunderstanding that can be resolved with them directly. However, if you’re not getting the help you need, we’re here 24/7 to assist you. Simply click Contact Us below to get in touch with someone from our team.
Paying the fee Travelers pay the service fee by credit card when paying through the secure HomeAway checkout process. The service fee is only charged to the card once the booking has been accepted by the property owner or manager. The service fee is a percentage of the total amount of the reservation, excluding taxes and refundable fees. The service fee is between 6-12% 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.
Refunding the fee The owner does not have the ability to discount or waive the service fee amount. The only time the service fee can be refunded is when an owner uses the Cancellation Refundfeature from their account and the cancellation is requested within the terms of the owner/manager's cancellation policy. However, if the reservation is not canceled and all payments are fully refunded to the traveler, the service fee will not be refunded.
Taxes VAT is charged on the service fee, where required by local regulations.
For listings that HomeAway is not collecting and remitting lodging taxes, partners are not required to remit any taxes associated with the service fee. Sales and Use Taxes and Transient Occupancy Taxes are only due on the amount paid to the property owner related to the rental of the accommodations.
For listings that HomeAway is collecting and remitting lodging taxes, tax is charged on the service fee where required by local regulations.