Help for your stay

Find a quick answer, try safe troubleshooting steps, or get help from your host.

16 answers

Arrival & access

Check-in or door access is not working

Check the right entrance and latest instructions, and get help if access fails.

Early arrival, late checkout & luggage

How to request a different arrival or departure time and plan for your bags.

Parking & electric vehicle charging

Confirm your parking option, read street signs and ask before using a charger.

During your stay

Missing towels, bedding or essentials

Find the designated supplies and report exactly what is missing or unusable.

Cleanliness concerns or an unexpected odour

Report dirty linen, missed cleaning or a strong odour so your host can assess it.

Wi‑Fi is not connecting

Reconnect your device and report a weak or unavailable Wi-Fi connection.

Heating or cooling needs attention

Check the thermostat and airflow, and report a room that stays too hot or cold.

Water, drain, or plumbing problem

What to check and report for a leak, blocked drain or missing hot water.

Noise during your stay

Report disruptive noise and distinguish it from an alarm or equipment problem.

A kitchen appliance is not working

Try simple checks and know when to stop and contact your host.

Laundry, recycling, and waste help

Find laundry instructions and the right place for garbage and recycling.

Reservation & departure

Changing dates, guest count or your stay

Request a reservation change and check the updated terms before confirming.

Checkout & forgotten items

Find your departure instructions and report belongings left behind.

Support & safety

Contact your host or report a problem

Use your reservation conversation to reach the right host and share useful details.

The door won’t lock or an entrance is open

What to report when your apartment or a shared entrance cannot be secured.

Safety issue or emergency during your stay

Know when to call 911 and how to report urgent problems to your host.

Immediate danger? Call 911. Safety and emergency steps