HelloHoliday acts as a neutral platform. When a dispute arises we review all available information from both parties before making a decision.
What you can submit
- Photos and video
- Message history from the platform
- Invoices and receipts
- Repair estimates
- Third-party reports (e.g. cleaner, plumber)
How reviews work
- Either party opens a claim inside the booking.
- Both sides upload evidence within a shared window (usually 72 hours).
- Our support team reviews the file and may ask follow-up questions.
- A decision is issued in writing, along with the reasoning.
Outcomes
Depending on the evidence, the outcome may be a full or partial refund, a security-deposit deduction, a warning, or no action. Nothing is refunded or paid out automatically.
Good to know
HelloHoliday is not an insurance provider. We do not guarantee reimbursement for damages beyond what can be recovered from a security deposit.
Still need help?
Our support team replies to most enquiries within 24 hours.