If you can't get in, first check the entry instructions sent by email and WhatsApp, and the exact floor and unit shown on your booking. Then message the host from your booking. If that does not solve it, contact us.
Step by step
- Check that the building address, floor and unit match your booking.
- Read the entry instructions again, for example whether the door code was entered correctly.
- Message the host from your booking, saying you have arrived and what the problem is.
- If it is still not solved, contact us with your booking details.
If the venue is seriously not as described
If the venue is seriously not as described, tell the platform within 24 hours of the start of your booking. The platform decides disputes and may refund in part or in full. See How do I report a problem?
Tip
Take photos of the entrance, the unit number and the time you were waiting. They help when you follow up with the host or with us.
Related: How does check-in work?, Trust and safety