If the property is significantly different from the one depicted in the listing, you should first contact the vacation rental owner or manager to make them aware of your concerns. Often times, complaints can be immediately resolved if the owner or manager is aware of the issue. As a second step, write a review. Reviews have far greater visibility to other travelers, typically are more helpful for other travelers, and give owners the chance to respond.

Especially for complaints such as poor conditions or other mismatches between the property description and experience, we encourage you to post a review in lieu of filing a property complaint. Property complaints are generally used to address concerns such as last minute cancellation, severe property condition, or non-refund of deposit.
Should you want to document your complaint, please click the Contact Us button and provide us with the following information:
  • The vacation rental owner's or property manager's name, phone number, and email address
  • The vacation rental website and listing ID #
  • A description of situation and desired outcome (your complaint)
When we receive this information from you it is forwarded to the owner or manager with the request that they contact you as soon as possible to resolve this matter. The incident is also documented on their account along with any resolution(s) that may occur.