You're automatically eligible for the Book with Confidence Guarantee when you book and pay for a reservation through our site. We expect everything to go smoothly, but we’re here to help if the unexpected happens.

Our customer support team is available 24/7 to assist with: 
  • Property access: If you’re unable to access the property upon arrival and the owner is unresponsive; or if you are unable to access property upon arrival and or after check-in time, unless the host has indicated a specific check-in window in house rules and or rental agreement.
  • Payment protection: In the unlikely event of fraud or if the owner wrongfully withholds your damage deposit.
  • Owner cancellation: If the owner unexpectedly cancels your reservation within 30 days of your stay, we’ll help you find a comparable property.
  • Property description: If the property was materially misrepresented in the listing when you booked (for example, missing a bed or bedroom) or if the property needs major repair and you’re unable to stay, we’ll help you book a new reservation.
For more information about eligibility and how to file a claim, please see our full terms and conditions.

Get help

Contact the owner or property manager first. There may be a misunderstanding that can be resolved with them directly. However, if you're not getting the help you need, select Contact Us for help from our 24/7 customer support team. It's important you contact us within 24 hours from check-in or when the problem occurs.

What's not covered

Our Book with Confidence Guarantee is different from travel insurance and won’t cover cancelations due to events beyond the owner’s control (for example, natural disasters and pandemics) or traveler cancelations due to flight delays, illness, or job loss.


If you're not sure who to contact for a specific issue, use the table below to identify the point of contact.
ScenarioPoint of Contact
It's a week before check-in and I haven’t heard from the owner.Contact the owner via phone and email.  If you do not hear back within 48 hours then contact Customer Support.
It's the day of check-in and I don’t have check-in instructionsCheck your traveler account for details and contact the owner via phone and email. If it is close to your check-in time and you have not heard back from the owner, contact Customer Support.
I arrived at the property and it's uninhabitable.Contact the partner to see if they can rectify the situation. If they cannot rectify the situation or do not respond, contact Customer Support
The owner canceled my reservation and won’t refund me.Contact the owner via phone and email.  If you do not hear back within 48 hours then contact Customer Support.
I’ve been at the property for 2 days and the wifi/AC/dishwasher won’t work.Contact the partner to see if they can rectify the situation. If the situation is not resolved within 24 hours, contact Customer Support.
I haven’t received my damage deposit backContact the owner to ask if they have refunded it. Most damage deposits get refunded 14 days after checkout. If it has been longer than 14 days, contact Customer Support.