How does the service fee work?
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.
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 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.
Where can an owner see the traveler fee?
Owners can see the exact amount a traveler is paying in the reservation manager section of their dashboard. It is also included on inquiries and booking requests. Owners can look on their listing for the service fee amount and can also use the “test rates” feature within their 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. Refunds may take up to 14 days to post back to the traveler's original payment method.