If you encountered a problem at a place you stayed, you can request compensation from your host by messaging them through the LiveLocal messaging system.

What if my host says no?

We'd like to think that Kiwi hosts have your back, but if you do find yourself out of pocket from a dispute, there are some things you can do:

  • Leave an honest review. One of the most important aspects of online marketplaces is the ability to leave a public review. If your host lets you down, the best thing you can do is leave an honest review about your experience.

  • Contact your travel insurer. For absolute peace of mind, we highly recommend guests purchase travel insurance at the time of booking, to cover any unexpected events that may affect your travel. You may find your insurer covers you for the things that went wrong.

  • Make a claim to your host through the Disputes Tribunal of New Zealand. You can seek financial compensation directly from your host, by raising a claim through the Disputes Tribunal of New Zealand.

  • Contact us. If you feel that your host has in any way breached our Terms of Use or Privacy Policy, please let us know and we will take further action where necessary to uphold the integrity of our community.

LiveLocal does not offer a mediation or resolution service

When you book accommodation advertised on LiveLocal, you are making a purchase directly from your host. LiveLocal is only the administrator of a direct advertising marketplace for accommodation services, so we offer no warranty or guarantee regarding the services or accommodation that are purchased or sold.

The idea behind LiveLocal is that we want to let Kiwi hosts be their own local Helpdesk, rather than building a fat intermediary that clips the ticket and gets in the way of good Kiwi hospitality. We also don't want to be seen to build a 'kangaroo court' of our own that attempts to replace the New Zealand legal system.

If you make an application to the Disputes Tribunal of New Zealand, we will support you in any way we can, by providing additional documentation from our systems that is relevant to support your claim.

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