If you find a valid "accommodation problem", we agree, at our own discretion, to either make reasonable efforts to provide you with alternative accommodation, or give you a refund to an amount that shall be determined by the nature of the accommodation problem.
Examples of a valid accommodation problem include:
- If your host fails to provide you with reasonable means to access the accommodation.
- The description of the accommodation is substantially incorrect with regards to the actual size of the accommodation, its special facilities or its location.
- The accommodation is dirty or unhygienic, posed a health risk, or is hazardous.
Before cancelling a booking in the event of an "accommodation problem", you must first make reasonable efforts to find a solution to the problem with your host.
You must notify us by email by Clicking here within 24 hours from the start of the booking, and cooperate with us by providing us with information, including photographs or other evidence to prove that you do indeed have an accommodation problem.
Hosts are paid 48h after guests' arrival, which gives us enough time to negotiate with them and find a solution should there be a problem with the accommodation.