Dispute resolution process
How we handle disputes between guests and providers.
When issues can't be resolved directly, our resolution centre can help.
Resolution process
- 1
Direct resolution
First, try to resolve the issue directly with the other party via messaging.
- 2
Open a case
If unresolved, open a case in the Resolution Centre from your booking.
- 3
Submit evidence
Both parties provide their version of events and supporting evidence.
- 4
Mediation
Our team reviews the case and may facilitate communication.
- 5
Decision
If needed, we'll make a fair decision based on evidence and our policies.
Most disputes are resolved within 10 working days. Complex cases may take longer.
Appeal process
If you disagree with our decision, you can appeal once within 14 days with new evidence.
Frequently asked questions
What if we can't agree?
Our decision is final but considers all evidence fairly. For significant disputes, you may have legal options outside the platform.
Will my account be affected?
Filing a dispute doesn't affect your account. However, repeated unfounded claims may be reviewed.