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What To Do If You Have a Problem During Your Stay?

If you experience a problem during your stay, don't worry—we're here to help. Whether you have a maintenance issue, can't access the property, or have a concern about your reservation, the first step is usually to contact your host.

If your host is unable to resolve the issue or you can't reach them, our Customer Experience team is available 24/7 to assist.

Step 1: Contact Your Host

Most issues can be resolved quickly by your host.

Examples include:

  • Maintenance or appliance issues

  • Wi-Fi or internet problems

  • Questions about the property or amenities

  • Missing household supplies

  • Parking or building access

  • Reservation questions

You can message your host anytime through Dashboard > My Trips.

Step 2: Contact Vidle Housing

If your host is unresponsive, the issue isn't resolved, or you need additional assistance, contact our Customer Experience team.

We'll review the situation, communicate with your host when appropriate, and help determine the best next steps.

Common Issues

If you're experiencing one of the following, we have dedicated Help Center articles that may help:

  • Maintenance & Utility Issues

  • Wi-Fi & Property Amenities

  • Locked Out or Lost Your Keys

  • Safety & Security Concerns

  • The Property Doesn't Match the Listing

  • Fire, Natural Disasters & Emergencies

Step 3: Emergency Situations

If you're experiencing a medical emergency or are in immediate danger, call 911 or your local emergency services first.

Once you're safe, notify your host and contact Vidle Housing if the emergency affects your reservation or stay.

Need Help?

Our Customer Experience team is available 24/7 through live chat and the Help Center. If you're unsure what to do, contact us—we're happy to help guide you to the right solution.

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