What is the Confidence Booking Guarantee?
Even the best projects can be turned upside down. But we have plenty to help you with the unexpected. This is what we call the Confidence Booking Guarantee. When you book and pay on our site, you are automatically eligible for the Safe Booking Guarantee. So you know that from the moment you book and until the end of your trip, we’re here to help you have a good stay.
- Advantages
Our dedicated, live Customer Service is available 24/7 to answer your questions and provide you with the following: - Convenient emergency assistance if you arrive at the property but cannot enter and the owner does not respond
- Payment protection in the event of fraud or if the landlord improperly withholds your security deposit
- Help in finding a comparable property if the owner unexpectedly cancels your reservation up to 30 days before your stay
- Help with re-booking if the property description was wrong in the ad when booking (e.g. missing a bed / bedroom), if the property needs major maintenance or repair and you cannot stay, or if we consider it dangerous.
What the Booking with Confidence Guarantee is not
Our Book with Confidence Guarantee does not serve as travel insurance and does not cover cancellations due to events beyond the control of the owner or property manager (for example, natural disasters, pandemics, etc.), travel claims. cancellation by vacationers due to flight delays, illness, job loss, etc., or bookings made outside of our platform.
For more information on travel insurance and how you can purchase additional protection for your trip, please see the relevant help articles below.
Eligibility
Our Book with Confidence Guarantee is automatically provided at no additional cost to all bookings made and paid for through our site. For more information on what is and is not eligible and how to file a complaint within the required timeframe, please see our full Terms of Service.
Acquire help
If you find yourself in any of the above situations, try contacting the owner or property manager first. This may be a simple misunderstanding that can be resolved directly by contacting them. However, if you don’t get the help you need, we’re here to help 24/7. Just click Contact Us below to get in touch with a member of our team.
