Our goal is to make sure your stay meets the expectations set in the listing, and we’ll work with you and the host to get things resolved as smoothly as possible.
Step 1: Take Clear Photos
Please take a few time-stamped photos or a short video of the areas that don’t match the listing. This helps us clearly understand what’s different. Try to capture:
Missing furniture or amenities
Areas that appear damaged, outdated, or in poor condition
Layout or room discrepancies (e.g., missing rooms, different appliances, or altered features)
Step 2: Contact Your Host
Reach out to your host directly to explain what you’ve noticed. Many issues can be quickly resolved this way — for example, the host may clarify a misunderstanding, bring missing items, or offer a solution right away.
Step 3: Report It to Us.
If the issue isn’t resolved after reaching out to your host, please contact us via chat box, Help Center, or Email: support@vidlesupport.com. Include your photos or videos along with a brief summary of the differences you’ve observed. Our team will review your report, communicate with the host, and open an internal case to better understand the situation.
Step 4: We’ll Work on a Resolution
After reviewing your report, we will determine the best course of action based on the details provided and the impact on your stay. We’ll stay in touch with you and the host to ensure the issue is properly addressed and that you’re supported throughout the process.
We’re here to ensure your stay reflects what was promised. support@vidlesupport.com