Some travel issues need a little extra help. If you are experiencing any of these, you are most likely covered by the Rebooking and Refund Policy:
No access to the listing, for instance, if the Host provided the wrong lockbox code and now they can’t be reached
Space isn’t safe or clean upon arrival, such as dirty linen or safety hazards
Key amenities are missing or not working, for example, that pool you were fantasising about is in disrepair
Place isn’t as it was described in the listing description – maybe the number of rooms or beds is different, or accessibility features are missing
What’s next?
If you need to submit a claim, be sure to:
Gather evidence: Document issues with photos or videos
Contact us: Message or call Staybnb within 24 hours of having an issue
Stay in touch: We’ll be in touch with next steps specific to you