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In the unlikely event that something goes wrong, we're always here for you. But we know that you want to solve your own problems sometimes too. In this section, you'll find guidelines to follow in case of an issue, 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 help if something unexpected happens. They can be the most effective if contacted while you're still at the property.
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.
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