How do I raise an issue with a 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 Host’s Code of Conduct are not being met, please clearly raise these directly with the Host and give reasonable opportunity to rectify any shortcomings before taking any other action.

If there is failure to rectify or agree on a solution, the Guest should raise an issue via the site at the earliest opportunity. Please see instructions below.

This sends your report directly to our full-time support team (Mon-Fri, 9-5) who can help mediate to find an agreeable solution. 

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

1. Sign in to your Guest account.

2. Visit your Bookings Page by clicking the 'Bookings tab' in the main Menu.

3. Locate the booking with the relevant Host and click the 'Raise Issue' button.

Please note that you can only raise an issue once the booking has begun. If you have any problems before the check-in date has arrived, you can contact us here.

4. You will then be asked to fill out a standard form that will be sent to our support team. This requests information such as the primary issue, if any money has been paid and your preferred next steps.

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

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

Please note that the Host 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 Host, however we shall ensure that you are happy for us to do this first.

6. We'll be in touch

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

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