What can I do if the property is not as described?
If the property is significantly different from the one depicted in the listing, you should first contact the holiday rental owner or manager to make them aware of your concerns. Often, complaints can be immediately resolved if the owner or manager is aware of the issue. As a second step, write a review. Reviews are visible to other travellers, making them much more useful to others searching for a holiday property, and also give the owner a forum in which to demonstrate their responsiveness in addressing any concerns.
Especially for complaints such as poor conditions or other mismatches between the property description and experience, we encourage you to post a review. If you are unable to reach the owner during your stay, please contact Customer Support by clicking the Contact Us button.
Visit our Security Centre to read about security best practices.