How to Raise a Dispute for a Shortlet Stay

You can raise a dispute if your shortlet experience involves one of the following:

• The property looks significantly different from the listing photos
• A key amenity (Wi-Fi, A/C, hot water, generator) is non-functional and the host has not resolved it within a reasonable time
• The property is not clean or has hygiene issues on arrival
• The host fails to provide check-in access and you are locked out
• You are charged additional fees that were not disclosed in the listing
• The host has behaved inappropriately or made you feel unsafe

Minor inconveniences - a slightly slow Wi-Fi connection, a neighbour's noise - are best handled by messaging your host directly first. Raise a formal dispute only when the issue materially affects your stay and the host has been unresponsive.

Before opening a dispute, collect as much evidence as possible. Strong evidence makes resolution faster and fairer for everyone:

• Photos and short videos clearly showing the issue - take these as soon as you discover the problem
• Screenshots of the listing page showing what was promised
• In-app message thread showing any communication with the host about the issue
• Timestamps of when you arrived and when the issue was first noticed

For a listing-vs-reality dispute, you must raise it within 24 hours of your check-in time. For issues that arise mid-stay (e.g. the generator stops working on day 3), raise the dispute as soon as the host fails to resolve it within 12 hours of being notified.

To open a dispute, go to your Bookings dashboard, select the relevant booking, and tap 'Get help with this booking'. Choose 'Raise a dispute' and select the category that best describes your issue. Upload your evidence and write a clear, factual description of what happened.

Avoid emotional language in your dispute description - stick to facts, dates, and specific discrepancies. Our team reviews all submissions fairly and a clear factual account helps us reach a resolution faster.

You will receive an acknowledgement within 2 hours and a full response from our team within 24 hours. During the review, the funds in escrow remain frozen - neither you nor the host can access them.

After reviewing evidence from both you and the host, our team will determine one of the following outcomes:

• Full refund to guest - if the listing is found to significantly misrepresent the property or the host is at fault
• Partial refund - if only some issues are upheld, a proportionate refund is offered
• No refund - if the dispute is not upheld based on the evidence provided
• Rebooking assistance - if you need to find alternative accommodation urgently, our team will help

Both parties can appeal a dispute decision once within 7 days of the initial ruling by submitting additional evidence. If you remain unsatisfied after the appeal, you may escalate to the Consumer Protection Council (CPC) of Nigeria or pursue the matter through the small claims court in your state.