They've lost the plot
I'm afraid that HomeAway have turned from a very good company looking to provide a really good service to the owners who provide them with the resources to sell into a very greedy, profit at all cost organisation. There has been complaints and negative comments on forums both on Home Aways and others and I've not seen any evidence that they react to them. Yes they listen, and yes they respond, but often with fluffy marketing speak responses that are aimed to diffuse issues rather than taking anything onboard. Owners are the life blood, listen to them. No one wanted this tiered service for example except management to maximise profit, the vast majority of owners didn't. And why do you insist on using Facebook all the time, some people actively try and keep away from Facebook, it's so annoying.