What do I if I need to 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. Tap on 'Guests' to log in to your Guest account. 

2. Tap on 'Bookings'.

3. Locate the booking you wish to raise an issue for and tap 'View Booking'.

4. Scroll down and tap on 'Raise Issue'.

5. You will then be asked if you have spoken to the Host 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 Host 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 paid for the booking & if so, how much.
   
• The nights you have stayed, if any.
   
• If you 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 Host.

Once you have completed this form, tap 'Raise Issue' 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.

7. 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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