If you believe a traveler has made a false, inaccurate, or misleading claim about your property or their stay, remain professional, document the facts, and contact Vidle Housing Support when additional review is needed.
Vidle Housing reviews disputes based on the available information and documentation rather than automatically assuming either party is at fault.
Stay Professional and Avoid Escalating the Situation
Even if you strongly disagree with a traveler's claim, avoid:
Accusing the traveler of lying or committing fraud without evidence.
Using threatening or confrontational language.
Retaliating against the traveler.
Repeatedly contacting the traveler after they have asked communication to stop.
Posting personal or sensitive information publicly.
Keep communication factual and focused on resolving the issue.
Document the Facts
Gather any information that may help clarify what happened, including:
Messages exchanged through Vidle Housing.
Photos or videos of the property.
Time-stamped photos taken before check-in or after check-out.
Cleaning records.
Maintenance records and repair invoices.
Check-in or access records.
Photos provided by a cleaner or property manager.
The original listing description and amenities.
House rules.
Receipts or invoices.
Statements from a property manager, cleaner, maintenance professional, or other relevant party.
Any previous communication about the same issue.
Strong documentation can help distinguish between a misunderstanding, a difference in expectations, and a deliberately misleading claim.
Respond to the Specific Concern
When responding, focus on the facts rather than the traveler's intentions.
For example:
"Thank you for bringing this to my attention. I reviewed the concern and would like to provide additional information for context. The property was inspected before check-in, and I have attached the available documentation showing its condition at that time."
Avoid making assumptions about why the traveler submitted the complaint.
Contact Vidle Housing Support
Contact Vidle Housing Support if:
The traveler requests a refund or cancellation based on the disputed claim.
The allegation involves safety, cleanliness, habitability, fraud, or discrimination.
The traveler threatens a chargeback or legal action.
The dispute cannot be resolved directly.
You believe the traveler has intentionally submitted falsified evidence.
The claim could significantly affect the reservation or your account.
Provide all relevant documentation when reporting the concern.
What Happens After a Disputed Claim Is Reported?
Vidle Housing may review:
Reservation details.
Listing information and amenities.
House rules.
Messages exchanged through the platform.
Photos or videos from both parties.
Cleaning and maintenance records.
Check-in information.
Previous reports or complaints.
Other relevant supporting documentation.
Depending on the circumstances, our team may request additional information from the host, traveler, or other relevant parties.
Each situation is reviewed individually based on the available evidence.
What If the Traveler Requests a Refund?
A traveler's request for a refund does not automatically mean a refund will be issued.
Eligibility may depend on factors such as:
The nature and severity of the reported issue.
When the issue was reported.
Whether the host was given an opportunity to resolve it.
Documentation provided by both parties.
The applicable cancellation and refund policies.
Whether the property was accessible and habitable.
Other relevant circumstances.
Hosts should not promise or deny a refund on behalf of Vidle Housing when a formal review is required.
What If You Believe Evidence Has Been Falsified?
If you believe a traveler has submitted altered photos, fabricated messages, false documents, or other falsified evidence, explain the specific concern and provide supporting documentation when possible.
Do not confront or threaten the traveler.
Vidle Housing will review the available information and determine whether additional action is appropriate.
Will Action Be Taken Against a Traveler for a False Claim?
If there is evidence that a traveler intentionally submitted false information, falsified documentation, committed fraud, or repeatedly abused the platform's dispute process, Vidle Housing may take appropriate action.
Depending on the circumstances, this could include:
A warning.
Additional verification requirements.
Account restrictions.
Suspension.
Removal from the platform.
Other appropriate action.
A disagreement, misunderstanding, or unsupported complaint does not automatically mean a traveler intentionally made a false claim.
Protecting Your Reputation
The best way to protect yourself in the event of a dispute is to maintain clear and consistent documentation.
We recommend:
Keeping your listing information accurate and current.
Taking dated photos between stays.
Saving cleaning and maintenance records.
Keeping communication on Vidle Housing.
Clearly disclosing important property details.
Responding promptly to traveler concerns.
Documenting how complaints were addressed.
If you believe a traveler has made a false or misleading claim, contact Vidle Housing Support and provide as much relevant documentation as possible.
Our team will review the available information and help determine the appropriate next steps based on the circumstances and applicable policies.