Whether the property doesn't match the listing, is unsafe, uninhabitable, or you're unable to access it, our Customer Experience team will review the situation and work with you to determine the best available resolution.
What Should I Do?
If you experience a significant issue with your reservation:
Contact your host and explain the problem.
Take photos or videos documenting the issue.
Contact Vidle Housing as soon as possible—preferably within 24 hours of check-in.
Provide any supporting documentation, including photos, videos, and screenshots of your communication with the host.
Reporting issues promptly allows us to investigate while your reservation is still active.
What Types of Issues Are Covered?
Examples include:
The property is significantly different from the listing.
You can't access the property at check-in.
Essential advertised amenities are unavailable.
The property is unsafe or uninhabitable.
There are significant cleanliness or maintenance issues that prevent a reasonable stay.
Minor cosmetic differences or personal preferences generally aren't eligible for refunds or relocation.
How You're Protected
When you book through Vidle Housing, you benefit from several traveler protections, including:
Verified Hosts & Listings – Every host and listing undergoes a manual review before being published.
24/7 Customer Support – Our Customer Experience team is available around the clock to assist before, during, and after your stay.
Case-by-Case Resolution – If a qualifying issue is confirmed, we'll work toward an appropriate resolution based on our Guest Support Policy.
Depending on the circumstances, we may:
Work with your host to resolve the issue.
Help relocate you to another available property, when possible.
Issue a partial or full refund when appropriate.
Every situation is reviewed individually based on the available information.
Will I Receive a Refund?
Refunds aren't automatic and are determined after our team reviews your case.
Factors we consider include:
The nature and severity of the issue
Supporting photos or videos
Communication between you and the host
Whether the issue was reported promptly
The steps taken to resolve the problem
If you're experiencing a problem with your reservation, contact our Customer Experience team as soon as possible through live chat or the Help Center. We'll investigate the situation and help determine the best available resolution.
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