Listing Sites Survey Results – Which Sites have the Worst Customer Service?

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Listings sites with the worst customer service

684 holiday/vacation rental home owners and managers from 47 countries took part in our survey (Listings Sites – The Good, The Bad & The Ugly)

Question 7 (b).

Which listings sites offer the best and worst customer service for you?
Worst (Please let us know why)

Listings sites with the worst levels of customer service

(Website Name: Number of Respondents – Leading reasons)

1. HomeAway*: 98 – Standard responses, slow replies and difficult to reach.
2. FlipKey: 69 – Slow replies and standard responses.
3. HolidayLettings: 53 – Difficult to reach, difficult to find phone number and no replies.
4. Airbnb: 49 – Difficult to reach.
5. VRBO: 35 – Unhelpful and slow replies.
6. AlwaysOnVacation: 25 – Unhelpful and poor English.
7. Wimdu: 14 – Disorganised.
8. 9Flats: 11 –
9. CraigsList: 10 – Do not care about scams.
9. Roomorama: 10 – Unhelpful.

11. 9 – Standard responses.
12. SunnyRentals: 8 – Unhelpful.
13. PureHolidayHomes: 7
14. TravelRentalNetwork: 6 Unhelpful and only concerned about new listings.
15. IHA: 4
15. OnlyApartments: 4 – Slow replies and poor English.
17. VillaRenters: 3
17. Homelidays: 3
17. Sawdays: 3
17. VacationRentals: 3

*Includes HomeAwayUK as respondents did not differentiate between the two.


N.B. These results represent the answers and comments of the 684 survey respondents and in no way reflect the views of NeedMoreRentals.

Further Information

Due to the large response to this survey and extent of individual comment and opinion there was simply too much information to be included here. We have therefore summarised the most remarkable findings of this study.

If you would like to request any specific information about any of our results contact us on info(at)

We will not share any direct comments or contact details of survey respondents however we can provide more in-depth detail about results relating to a specific website, country or owner/manager demographic.

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