Trust, safeguarding & complaints
If a stay does not match its listing, we act first and ask questions after
The whole point of VerifiedStay is that the property matches what we told you. When it does not, you should not be left to sort it out alone. Here is what we do.
When a listing and the property seriously disagree
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Immediate guest support
We help you first, before we investigate anything.
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Alternative or refund
We find suitable alternative accommodation or arrange an appropriate refund.
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Investigate the listing
We look into what went wrong and why.
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Take disputed claims down
We remove the disputed claim from the listing while we check it.
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Reinspect where needed
We re-verify the property before the claim can return.
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Suspend for repeat or deliberate cases
Repeated or deliberate misrepresentation means the listing is suspended.
We have a clear procedure for each situation
Every one of these has its own written process, so you know what happens next and how long it should take.
- Incorrect accessibility information
- A promised item being unavailable
- Equipment failure during a stay
- Accommodation that turns out to be unsafe
- Discriminatory behaviour
- A host cancelling your stay
- Emergency relocation
- Damage disputes
- Privacy and sensitive information
- Fraudulent evidence from a host
- Reviews that reveal private medical details
On privacy and dignity
We never require you to disclose a diagnosis. We ask about the practical requirements and adjustments you need instead. Reviews are moderated so they never reveal someone’s private medical details.
Report inaccurate information
Spotted a claim that looks wrong on a listing? Tell us. We look into it quickly and take the disputed detail down while we check.
Report a listingNeed help with a stay?
Reach our support team by text, email or this form. You never have to phone. If you are somewhere unsafe right now, contact the emergency services first.