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How-to
Guest

Travel issues eligible for refunds

You expected amazing, but you got awful. We can help. Most travel issues are most likely covered by the Guest Refund Policy:

  • No access to the listing, for instance, if the Host provided the wrong lockbox code and now they can’t be reached
  • Space isn’t safe or clean upon arrival, such as dirty linen or safety hazards
  • Key amenities are missing or not working, for example, that pool you were fantasising about is in disrepair
  • Place isn’t as it was described in the listing description – maybe the number of rooms or beds is different, or accessibility features are missing

What’s next?

If you need to submit a claim, be sure to:

  1. Gather evidence: Document issues with photos or videos
  2. Contact us: Get in touch within 24 hours of having an issue
  3. Stay in touch: We’ll be in touch with next steps specific to you
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