Safety tips for travellers

Our travellers' safety is extremely important to us at We have established many in-depth processes to protect you during your stays with us, and we also encourage you to take responsibility and precautions for your personal safety when travelling. Here are some tips to help ensure everything goes smoothly during your next trip.

Book safely

Find the right fit

Take advantage of multiple search filters – from price and property type, to facilities – to find the right fit for you. Pay special attention to the amenities, house rules, payment and cancellation policies when you read the listing details.

Read the reviews

Look at feedback from past travellers, including detailed reviews and quality ratings for things like cleanliness and facilities. Travellers can only leave a review after they’ve completed their stay, so you can feel confident that feedback is based on real experiences.

Check the property policies

Check the policy details of the property carefully before you book, including the payment and damage deposit policies and additional fees section. If a host asks you for a payment not aligned with the policy, don’t send it. No legitimate transaction (e.g. payments and/or reservation changes) will ever require you to specifically pay with gift cards or require you to give your credit card details by phone, text message or email. You can find all the policies in the house rules section of the property you're considering (found above their photos on their property page).

Get to know your host

Get your questions answered before you book or stay. For certain properties, you can reach out through our 'Contact the host' option. Alternatively, you can leave the property a specific message when you book. Always make sure to use our platform messaging system to make everything clearer for all involved.

Check safety laws and regulations in your destination

It’s always a good idea to research government travel advisory info ahead of time or to check with your embassy for any travel warnings or special visa requirements. Look up the emergency services telephone number for your destination. Check the food and water regulations – e.g. before you drink tap water, make sure that it is safe.

Check the local requirements at your destination

In some countries, your host may request either to keep a copy of your ID or to collect the original document as a deposit, due to tax purposes or local regulations. In some countries, you may be asked to show a marriage certificate in order to stay in the same room as your spouse.

Find a child-friendly property

If you’re travelling with young children, make sure that there is sufficient childproofing in the property you’re booking.

Stay safely

Note the available services

We have different property types (e.g apartments, bed and breakfasts and hotels) on our website. If you book a shared accommodation, you can expect other travellers to be present. If you book an apartment, please be aware that there may not be a 24/7 reception.

Check your confirmation email

Find the correct information about prepayments, damage deposits, and more in your confirmation email. If you receive payment requests with a sense of urgency (e.g. transfer the money to a bank account within 24 hours or the booking will be cancelled), or a property insists on communicating outside of the platform, reach out to the customer service team for further support.

Inspect the property on arrival

Once you’ve arrived at your property, check where all relevant emergency equipment and safety information is located. If you’re not sure where something like the first aid kit or fire extinguisher is, don’t hesitate to ask your host. It’s always better to be prepared.

Be considerate of the local community

While staying at the property or using other services with, be considerate of the local community. Try to limit or minimise any noise that might disturb the neighbours, respect local laws or traditions and be mindful of your impact on the environment.

Keep your account safe

How to stay safe online

We are constantly evaluating online threats and strengthening our security in order to stay ahead. We use established security procedures to protect and safeguard your account.

As a user of our platform, you can also help us to keep your accounts and identity protected by looking out for emails that contain links and/or attachments, emails that ask you to sign in, or emails that ask you to enter personal or financial information. If you witness suspicious activity or spot a suspicious email, don’t just delete it – report it to us immediately at

Examples of trusted email addresses:

What else can you do to keep your account protected?

Enable 2FA on your account

2FA (2-factor authentication) adds an additional layer of security to your account. In the event your username and password are compromised, will send a unique verification code to your mobile device which must be submitted prior to granting access to your account.

Please keep in mind that our Customer Service representatives will only ever ask you to share your reservation ID and/or reservation pin code. Our Customer Service representatives would not ask you to provide the password of your account or any sensitive financial information, such as your credit card number.

What you can do if things go 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.

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.