As a partner, here's what to do if something goes wrong

What to do if something goes wrong

In the unlikely event that something goes wrong, we are here for you. We know though that sometimes you’d like to be able to solve your own problems, too. In this section, you will find the guidelines to follow should an issue arise, as well as the steps we will take to look after you.

Should something unexpected happen and you require assistance with a reservation, our Customer Service is on-hand to help you. They can be most effective if they are contacted while a guest is still staying at your property. Your first step, however, should be to contact the guest and to try to solve the issue in communication with them.

Lost and found

Inform your guests if they leave something behind by mistake.

Keeping your damage deposit

If you’ve already collected a damage deposit, you’re within your rights to keep it in cases where the damage is proven to be caused by the guest.

Guest misconduct

  • Report it to law enforcement first: In case of abusive behaviour from a guest – either verbal or physical – please contact law enforcement officials immediately. Please hold onto any police reports or other documents you may receive, this may be helpful for the future of your case.
  • Then report it to us: In the unlikely event of abusive behaviour, misconduct by the guest or other illegal activities, it’s important for us to know. Please report it to us so we can help to protect you and our other partners in future.

Disaster relief efforts

We are constantly looking into new ways to support our partners and guests when things go wrong. Our team works with government officials and organisations all around the world to support relief efforts on the ground.

Whenever there is a natural disaster or severe, security-related event, will assess the impact the event has had on you as part of our crisis response. You can expect us to contact you to determine if you are OK (and are still able to welcome guests).

This article is intended for information purposes only and does not constitute legal advice, rights or a guarantee​. ​​Please bear in mind that you may need to take additional precautions depending on individual circumstances.