If the venue is seriously not as described, tell us within 24 hours of the start of your booking. The platform decides disputes and may refund in part or in full. For any other problem, contact us too.
How to report
- Take photos of the problem.
- Send your booking details, a description and the photos through contact us.
- The platform reviews the information and decides.
Are there time limits?
- Guests: if the venue is seriously not as described, tell the platform within 24 hours of the start.
- Hosts: a claim against a security deposit must be made within 48 hours of the end, with photos.
Other situations
- You can't get in: see What should I do if I can't get in?
- The host cancelled: see What if the host cancels my booking?
- Safety concerns: read Trust and safety and contact us.
Tip
Take photos and note the time as soon as you notice a problem. The more complete the information, the easier it is to resolve.
Related: What are the review guidelines?