Reporting a problem

Here’s what you should do if you encounter a problem.

Updated over a week ago

We want to provide you the best possible experience. We respond to requests very quickly and take all complaints seriously.

If you have a problem with the platform, contact us at [email protected]. If possible, attach screenshots to your message. This will help us identify the problem.

If you have a problem with the booking process or your host, contact your Sinistar agent.

If you have a problem with your temporary accommodation, contact your host as quickly as possible. Take photos or videos to illustrate your points. If your host can’t help you or refuses to do so, contact your Sinistar agent.

How we handle complaints

Whenever a complaint is lodged, our agents investigate to learn the facts. If necessary, they can help you find a new accommodation.

Hosts who don’t follow the rules are penalized. Penalties range from a warning to expulsion from the platform.

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