A refund depends on the listing's cancellation policy, the evidence you provide, and local consumer law. Refunds outside the cancellation policy are not automatic.
When you may qualify
- The listing was materially inaccurate (missing rooms, no working plumbing, misrepresented location).
- The property was not clean or safe on arrival and the host could not resolve it.
- You could not get into the property because of a host or key-handover failure.
- An event beyond your control affected the booking.
What to submit
- Clear photos or videos of the issue, taken at the property.
- The messages you sent the host on the platform.
- Any receipts for alternative accommodation, if applicable.
How reviews work
Our support team reads the evidence from both the guest and the host before deciding. We write to both sides with the outcome. Approved refunds are returned to the payment method used for the booking.
Good to know
We cannot promise a particular outcome. Every case is decided on the evidence provided.
Still need help?
Our support team replies to most enquiries within 24 hours.