Contact your host or report a problem

For a question or problem with your stay, start with your original reservation conversation. It connects your message to the correct booking and keeps the details together.

Find the right conversation

Open the booking platform, confirmation email or direct-booking conversation you used for this stay. For Airbnb, open your reservation in Trips to contact the host. If messaging is unavailable, use the host contact details in your confirmed reservation or private arrival guide.

Your door codes, property Wi-Fi details and private guest guide belong in your reservation messages. The public city guide contains local recommendations; it does not supply your apartment’s access details.

Include details that help

State the property or reservation reference, what happened, when it started and whether it is happening now. Mention checks you already tried. Include a clear photo or short video if useful, without showing access codes, payment details or identity documents.

If you cannot enter, cannot secure the door, or cannot use an essential item, say this clearly. You can report a problem immediately; you do not have to complete every troubleshooting step first.

If you still need assistance

Use the alternate contact method in your reservation if available. For a platform booking, its support service can help if you cannot reach the host or the issue remains unresolved. Explain the situation and retain the conversation and relevant photos.

For an immediate threat to life or safety, move to a safe place and call 911 first. Notify your host when safe; follow the emergency steps.