What to do if your listing looks different from the photos

A listing is considered significantly different from its photos when the differences materially affect your ability to enjoy the space or represent a misrepresentation by the host. Examples include:

• The room is a different size or layout than shown
• Key amenities listed (e.g. air conditioning, hot water, Wi-Fi) are not available
• The property is in a different location than described
• There are serious safety issues not disclosed in the listing
• The number of bedrooms or bathrooms is different

Minor differences - a different paint colour, slightly different furniture - typically do not qualify.

Before contacting support, take clear, timestamped photos and short videos of everything that is different from the listing. Compare these directly with the listing photos as shown on the platform.

Do not move in or unpack your belongings beyond what is necessary to assess the situation. Staying in the property for an extended period can affect your eligibility for a refund.

You must contact us within 24 hours of your scheduled check-in time. Use the 'Get help with this booking' button in your Bookings dashboard, or contact us via the Help Centre chat.

Include your booking reference, a clear description of what is different, and the photos or videos you have taken as evidence.

Our team will review your case and contact the host for their response - usually within 2 hours. Depending on the outcome, we may:

• Arrange a full or partial refund and help you find alternative accommodation
• Ask the host to remedy the issue immediately
• Remove the listing from the platform if the misrepresentation is confirmed

If you choose to stay despite the differences, you accept the property in its current condition and forfeit the right to a refund on those grounds.