Onsite issues and resolutions: what to do?

We know how disappointing it is when something at your lodging isn't quite right. Whether amenities are missing, the space isn't as clean as expected, or something doesn't match the listing, we're here to help you resolve the issue quickly so you can get back to enjoying your trip.

If you encounter an issue on-site

Step 1: Document the problem

Before reaching out, take clear photos or videos of the issue. This helps us understand the situation and work toward a faster resolution. Focus on:

• Specific amenities that are missing or not working
• Cleanliness concerns
• Safety issues
• Anything that doesn't match the listing description

Step 2: Contact the host first

Many issues can be resolved quickly when you communicate directly with your host. They may be able to:

• Provide missing amenities or arrange replacements
• Send someone to address cleanliness or maintenance concerns
• Offer alternative solutions like a different unit or partial refund

Reach out through the OutReserve messaging system so there's a record of your communication.

Step 3: Contact OutReserve Support if needed

If your host is unresponsive or unable to resolve the issue, reach out to our support team right away. We're available to help with urgent matters.

When you contact us, include:

• Photos or videos documenting the issue
• Your reservation details
• A brief description of what's wrong and how it differs from the listing
• Records of your communication with the host

What happens next

Our team will review your case and work to find a fair resolution. Depending on the situation, this might include:

• Facilitating communication between you and the host
• Issuing a partial or full refund
• Providing trip credits for future bookings

Timing matters: Report issues as soon as you discover them. This helps us verify the problem occurred during your stay and gives everyone the best chance to make things right.

For serious safety concerns

If you encounter a safety issue, such as non-functioning locks, fire hazards, or structural problems, prioritize your well-being. Contact OutReserve Support immediately and, if necessary, find alternative accommodations.