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

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.

Your first step should be to contact your host or a member of staff at the property and to try to solve the issue in communication with them. Failing that, Customer Service is always on hand to help you should something unexpected happen, and can be the most effective if they are contacted while you are still at the property.

Lost and found

If you leave something behind at the property by mistake, contact the host via our messaging system immediately and ask for assistance.

Incorrect charges

Reach out to your host through our messaging system or reach out to Customer Service. Remember, should only be contacted through our official communication channels listed on our website and apps. No legitimate transaction (e.g. payments and/or reservation changes) with 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.


  • Report it to law enforcement first: In case of abusive behaviour from your host or a member of staff at the property – either verbal or physical – please contact law enforcement officials immediately.
  • Then report it to us: In the unlikely event of abusive behaviour, misconduct by the host or a member of staff at the property or other illegal activities, it’s important for us to know. Please report it via Customer Service to help us to protect you and our other travellers in future.

Disaster relief efforts

We are constantly looking into new ways to support our partners and travellers 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 a severe security-related event, you will receive an email asking you to confirm if you are safe (if you have an active reservation at the time of the incident). If your reservation is upcoming rather than active, we will work with our teams to cancel it where appropriate. When necessary and on a case-by-case basis, we will assist with relocating 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.