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.
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.