Even the best plans can get derailed. But we've got your back when the unexpected happens. We call it the Book with Confidence Guarantee. When you book and pay on our site, you’re automatically eligible for the Book with Confidence Guarantee – so you know from the moment you book until your trip is done, we’re here to help your stay go right. 

The benefits 
  • Our dedicated, live customer support team is available 24/7 to help answer questions and provide you with the following: 
  • Hands-on emergency assistance if you arrive at the property, but are unable to get in  and the owner is unresponsive 
  • Payment protection in the unlikely event of fraud or if the owner wrongfully withholds your damage deposit 
  • Help with finding a comparable property if the owner unexpectedly cancels your reservation up to 30 days from your stay 
  • Help booking a new reservation if the property was materially misrepresented in the listing when you booked (e.g.  missing a bed/bedroom), needs major maintenance or repair and you are unable to stay, or is determined by us to be unsafe 
What it’s not 
Our Book with Confidence Guarantee does not serve as travel insurance and won’t cover cancellations due to events beyond the control of the owner or property manager (e.g. natural disasters, pandemics.), traveler requests for cancellation due to flight delays, illness, job loss, etc., or bookings made outside of our platform.  

For more information about travel insurance and how you can purchase additional protection for your trip, please see the related help articles below. 

Eligibility 
Our Book with Confidence Guarantee is automatically provided – at no additional cost – for all reservations booked and paid through our site. For more information on what may or may not be eligible and how to file a claim within the required time periods, please see our full terms and conditions

Getting help 
If you find yourself in one of the situations mentioned above, try reaching out to the owner or property manager first. It's possible there’s just a misunderstanding that can be resolved with them directly. However, if you’re not getting the help you need, we’re here 24/7 to assist you. Simply click Contact Us below to get in touch with someone from our team.