What to do if something goes wrong when traveling

What to do if something goes wrong

In the unlikely event that something goes wrong, we're always here for you. This section lays out the guidelines to follow if any issues come up, as well as the steps we'll take to support you.

Your first step is to contact your host or property staff and try to resolve any issues with them. If that doesn't work, Customer Service is always available to provide assistance with your reservation or any unexpected issues. Here are some other escalation procedures to follow:

Lost and found

If you forget something at the property, contact the host immediately through our messaging system to ask for assistance.

Incorrect charges

Contact your host through our messaging system, or reach out to Customer Service.

Misconduct

  • Report it to law enforcement first. In the case of abusive behavior from your host or property staff—whether verbal or physical—contact local law enforcement immediately.
  • Then report it to us. In the unlikely event of abusive behavior, misconduct by the host or staff, or any other illegal activities, it’s essential that we know. Report it through Customer Service, so we can protect you and our future guests.

Disaster relief efforts

We're constantly looking into new ways to support our partners and travelers when things go wrong. Our team works with government officials and organizations all around the world to support relief efforts on the ground.

If there's ever a natural disaster or severe emergency during the time of an active reservation, we'll send an email asking you to confirm that you're safe. If your reservation is upcoming but not yet active, our teams will work to cancel it when appropriate. We'll also assist with relocating you on a case-by-case basis when necessary.

This article is intended for information purposes only and does not constitute legal advice, rights, or a guarantee​. ​​You may need to take additional precautions depending on individual circumstances.