How to raise an issue with a Guest's Booking

Whilst the majority of bookings on the site run very smoothly, we understand that sometimes things can go wrong.

Should you experience any issues where the minimum standards of the Guest's Code of Conduct are not being met, please clearly raise these directly with the Guest and give reasonable opportunity to rectify any shortcomings before taking any other action.  This can often help to resolve any issues most efficiently.

However if you require further mediation, you can raise an issue on the site by following the steps below.

Please review the Host's Code of Conduct, to further understand your responsibilities.

1. Log into your Host account by tapping on 'Hosts'.

2. Tap on 'Bookings'.

3. Locate the booking with the relevant Guest and tap 'View Booking'.

4. Scroll down and tap 'Raise Issue'.

5.  You will then be asked if you have spoken to the Guest about the issue.  

We find that many issues can be resolved by talking directly with the other party and recommend that you do this in the first instance.

If you select 'No, I haven't' you will be asked to contact the Guest on site first.

Selecting 'Yes, I have' will prompt you to tell us more about the communication you have had. Once you have filled this in, tap 'Next'

6. You will then be asked to fill out a standard form. This requests information that we need to investigate the issue. 

Please ensure that you include as much detail as possible to help us with the mediation process.

We will ask you about:

• The primary issue.
   
• If you have been paid for the booking & if so, how much.
   
• The nights the Guest stayed, if any.
   
• If they have left, or plan to check out early.
   
• Your opinion on resolving the issue
   
• Your preferred next steps.
   
• If you are happy for us to contact the Guest.

Once you have completed this form, tap 'Raise Issue' at the bottom of the page to submit it.

Please note that the Guest will not be notified of your report until it has been reviewed by us. In order to resolve an issue, it is likely that we will need to contact the Guest, however we shall ensure that you are happy for us to do this first.

That's it, you're done!

Your report will be sent to our Support Team who should be in contact as soon as possible.

Further information on 'raised issues' - how we differ from other platforms and Digs Lists.

Unlike most traditional Digs lists and commercial platforms, TheatreDigsBooker offers a fair, responsive, and effective way to handle issues. Here's how we support you better:

1. We Listen to Both Sides

We always try to speak to both the Host and the Guest to understand the full picture. Traditional digs lists rarely have the resources to do this. We believe it's only fair that everyone gets a chance to be heard before any decisions are made.

2. We Take Immediate Action

• We can instantly suspend a Guest.  
• We can cancel their future bookings.
• We help Hosts find alternative bookings.

Traditional Digs Lists are difficult to update, meaning that unsuitable Guests may continue making bookings for years. We know exactly who is booked where and when, and we act quickly to ensure our Hosts' safety and positive experience.

Thanks to this approach, we've successfully supported over 1 million nights of bookings for theatre professionals with all the fantastic Hosts in our community.

If you have any questions please visit our Help centre

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