Problems, disputes and damage
How to report a problem with a booking and what happens next.
Report a problem
Open the booking and choose Report a problem. Drivers can report any issue; hosts can report damage. You can do this up to 48 hours after the booking ends.
What happens next
- The other side has 72 hours to add their account and photos.
- Our team looks at both sides, the check-in and check-out photos and the booking record.
- We aim to decide within 7 days and explain the outcome to both of you.
If we decide in your favour, a refund or a damage payment is made automatically. Our host protection is not insurance; see the host protection page for details.