Reporting a Problem

We're here to help

If something goes wrong before, during or after your booking, Hidden Places is here to help you resolve the issue fairly and efficiently.

Many problems can be resolved quickly by communicating with the host, but our support team is available if further assistance is required.

Start by contacting the host

Whenever it is safe and appropriate to do so, send a message to the host through Hidden Places explaining the issue.

Many problems can be resolved immediately if the host is made aware of them during your visit.

• Explain what has happened.
• Describe how it affects your booking.
• Be polite and factual.
• Give the host a reasonable opportunity to respond.

When should I contact Hidden Places?

Contact Hidden Places if:

• The host cannot resolve the issue.
• The host does not respond within a reasonable time.
• The issue relates to safety.
• The listing appears materially misleading.
• You believe the booking terms have not been followed.
• You are concerned about inappropriate behaviour.
• You need assistance with a payment or refund.

Emergency situations

Hidden Places cannot provide emergency assistance.

If someone is seriously injured, there is an immediate threat to life or a crime is taking place, contact the emergency services first.

Once everyone is safe, you can then report the incident to Hidden Places.

Provide as much information as possible

The more information you provide, the easier it is for us to investigate.

Include where possible:

• Your booking reference.
• The Place name.
• The booking date.
• The Experience booked.
• What happened.
• When the issue occurred.
• What outcome you are seeking.

Supporting evidence

Where appropriate, evidence may help explain the issue.

This could include:

• Photographs.
• Relevant messages.
• Booking confirmations.
• Payment receipts.
• Times and dates.

Only collect evidence where it is safe and lawful to do so.

Keep communication respectful

We understand that problems can be frustrating.

Please remain polite and respectful when communicating with hosts and our support team.

Abusive, threatening or discriminatory language makes it more difficult to resolve issues and may breach our platform rules.

What happens after I report a problem?

Once your report has been received, Hidden Places may:

• Review the booking details.
• Read the conversation between guest and host.
• Request additional information.
• Contact the host.
• Review photographs or other evidence.
• Consider the applicable booking terms.

Every report is assessed individually based on the available information.

Possible outcomes

Depending on the circumstances, Hidden Places may:

• Provide guidance to both parties.
• Help clarify a misunderstanding.
• Assist with a refund where appropriate.
• Request changes to a listing.
• Issue warnings where platform rules have been breached.
• Take further action where necessary.

The outcome will depend on the facts of each individual case.

Protect your personal information

Never send passwords, security codes or full payment card details to Hidden Places or a host.

Only provide information that is relevant to the issue you are reporting.

False or misleading reports

We ask all guests to report issues honestly and accurately.

Deliberately false or misleading reports may affect the action that Hidden Places is able to take and could result in action being taken against an account.

Helping us improve

Every genuine report helps us improve Hidden Places.

By reporting problems promptly and providing accurate information, you help us improve listings, support hosts and create a better experience for future guests.