Support chat — how it works

The chat connects you directly to the property host (or our support team on their behalf). Before you write your first message we'll ask for your name so we can address you properly. Email is optional — it just helps us reach you back if the chat connection drops.

Be respectful

• No abuse, threats, slurs or personal attacks.
• No profanity directed at the team. Heated language is fine if it stays civil — we're here to fix problems, not to argue.
• Don't share other guests' personal information.
• One topic at a time — it gets resolved faster.

Response times

• Business hours (09:00–22:00 local time): usually within 5 minutes.
• Outside hours: we'll reply by the next morning at the latest. For emergencies (lockouts, water, gas) call your host on the phone number listed on your check-in page.

What we can help with

• Check-in trouble, door codes, Wi-Fi, appliances, neighbourhood tips.
• Coordinating arrival times and luggage drop-off.
• Reporting issues at the property.
• Questions about the rental agreement.

What we DON'T do here

• We don't handle payments or refunds in chat — those go through your original booking platform.
• We don't share door codes with anyone other than the verified guest on the booking.
• We never ask for credit-card details in chat.

Files & videos

If we need a photo or a short video (to confirm an issue, walk you through a step) we may send one — or ask you to send one. That's why we ask for your email: if the chat disconnects mid-conversation, we can drop you a follow-up there.

This chat is for the host's property only — we don't share transcripts with anyone outside the conversation, and we don't use them for advertising. Full details on data handling are in our Terms & Privacy.