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I See an Unexpected Charge

If you notice a charge on your payment method that you don't recognize or weren't expecting, don't worry—we're happy to help review it.

In many cases, an unexpected charge may be related to a scheduled payment, installment, one-time fee, or a temporary authorization from your bank.

Before Contacting Support

Please review your reservation details and payment schedule to see if the charge matches:

  • A scheduled installment payment

  • Your monthly rent payment

  • A one-time fee, such as a cleaning fee

  • An agency payment adjustment

  • A temporary authorization or pending transaction from your bank

You can also check your reservation confirmation email for a breakdown of your charges.

Contact Our Customer Experience Team

If you still don't recognize the charge, contact our Customer Experience team.

To help us investigate, please include:

  • Your reservation number (if available)

  • The date and amount of the charge

  • The last four digits of the payment method used

  • A screenshot of the transaction, if available

What Happens Next?

We'll review your payment history and reservation details to determine the source of the charge.

If we identify an error, we'll work with you to resolve it as quickly as possible.

Need Help?

Our Customer Experience team is available 24/7 through live chat and the Help Center. We're happy to review any billing questions or unexpected charges with you.

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