How to raise an issue with a Guest's Booking

Modified on Mon, 4 Nov at 4:25 PM

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

Before raising an issue on the site, we would advise that you speak directly with the Guest as 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.

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.

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