If something comes up during your stay, your first step is to contact your host. They know the property best and can usually resolve things fastest, often right on the spot, so reaching out to them directly is the quickest way to get it sorted. Most issues are worked out this way. If you can't reach your host, or you've tried and still can't resolve it together, that's when we step in to help.
Start with your host
Your host is your first point of contact for anything that comes up at the property. Reach out as soon as you notice the issue. The sooner they know, the sooner they can help.
You'll find your host's contact details on your booking confirmation page and in your check-in email. For more ways to get in touch, see Contacting your host.
It helps to put your concerns in writing and to save any photos or video. A clear record makes it easier for everyone to get on the same page and resolve things quickly.
Give your host a chance to fix it
Most issues can be handled directly with your host while you're still at the property. Give them a reasonable chance to respond and make it right. Many things can be resolved the same day once your host knows what's going on.
If you can't reach your host or it isn't resolved
This is where we step in. If your host isn't responding, or you've worked with them and still can't reach a resolution, reach out to us at help.whimstay.com.
To help us move quickly, include:
Your booking number
A short summary of the issue
Photos or video, if you have them
Any messages you've exchanged with your host
What happens when we step in
We'll reach out to your host to understand what's going on, and work with you and your host on the best way to resolve it. We'll keep you updated as we go.
If it's an emergency
If you ever feel unsafe or there's an emergency, contact local emergency services right away. In the US, that's 911. Once everyone is safe, let us know so we can help with your booking.
If something at the property is damaged, see Report property damage. And if a problem only comes to light after you've left, see Reporting a property issue after you've checked out.