§ 1
Start by talking
Most problems are solved fastest directly with the host or guest in the booking's messages. Write what has happened and what you would like. Everything is saved in the booking.
§ 2
Ask us for help
- Write in the booking that you would like our help, or use the contact page.
- We confirm that we have received the case and tell you when to expect an answer.
- We hear both sides and look at photos, messages and the booking.
- You get a decision with the reasons.
If something is wrong with the place when you arrive, tell us as soon as you notice, and before the host is paid after check-in. We then stop the payout while the case is open, see the guarantee in the terms.
§ 3
Response times
- Urgent during a stay, such as no way in, no heating or no water: before anything else.
- The guarantee: a decision within 24 hours.
- Other cases: an answer within two working days.
- Reports of illegal content: without undue delay, see reporting and enforcement.
§ 4
Review
If you are not happy with our decision, you can ask for a review within six months by replying to the decision. Someone else on our team, who did not make the first decision, looks at the case again.
§ 5
If we cannot agree
- Consumer against a business: the Swedish National Board for Consumer Disputes (ARN) handles the dispute free of charge, and we take part.
- If you live in another EU country, you can get free advice from the European Consumer Centre in your country.
- Decisions about content and accounts: you can turn to a certified out-of-court dispute settlement body under the Digital Services Act.
- Between private individuals: the dispute can be heard by a district court, with a simplified procedure for smaller amounts.
- Hosts who run a business: we have an internal complaint-handling system and take part in mediation.
Swedish law applies, but as a consumer you always keep the protection of the law where you live and can take legal action there.
§ 6
Crime
If you have been the victim of a crime, such as fraud or a break-in, report it to the police and let us know. We give information to the police when the law requires it.
Last updated 5 November 2026