Once you book, your stay is secure. The rare exception is when a property emergency or a maintenance issue that can't wait forces a host to cancel. If that happens to you, here's what to do.
If your host messages you about a cancellation, reach out to us
Forward the message or take a screenshot and contact us at help.whimstay.com. Don't accept a cancellation or arrange anything directly with the host before we've had a chance to look into it — we'll work with both of you to figure out the right path forward.
What happens next
We'll review the situation with you and the host, and walk you through your options. The right path depends on what's happening, how close to check-in you are, and what's available. You won't be left figuring it out on your own.
If you haven't heard back from your host
If you've tried to reach your host and haven't heard back, or something about your booking doesn't feel right, contact us. We're here to make sure your stay goes smoothly.
If you're already at the property
If you're standing at the property and can't get in, or your host tells you they can't host you after you've arrived:
Contact your host directly. They may be able to fix it on the spot, especially if it's a mix-up rather than an actual cancellation.
Message us right away at help.whimstay.com. Tell us what's happening so we can start looking into it as soon as we see your message.
Take photos and screenshots as you go: the property, any messages with your host, and timestamps. This helps our team understand exactly what happened.