You report
Tell us what happened from your booking — ideally during your stay, while details are fresh. Add photos if they help explain the issue.
We review
Our support team reviews the report and the booking, and may contact the host where appropriate.
We follow up
We follow up using the contact details on your booking, and work between you and the host toward a fair outcome.
How quickly we respond
We work through reports by urgency, starting with safety and access. These are internal priorities, not guaranteed response times, and can vary with how busy we are.
Safety, access and urgent issues
We prioritise these and look at them first.
Access problem · Unreachable host · Assistance-animal issue · Inaccurate safety disclosure · Inaccurate accessibility claim
Other booking issues
We usually respond within a few days.
Inaccurate listing · Pet policy issue · Issue