We’re very sorry that you’re having an issue with your move-in. If you’re still within the first 24 hours of your official move-in date, you can easily file a complaint on your dashboard. Simply follow these steps:
- Access your dashboard;
- Click on "Booking requests";
- Select "Report issue";
- Choose the most appropriate option and describe your issue in more detail. The more detailed you explain the issue, the faster we will be able to understand it and help you;
- Click on the "Report issue" button.
We will answer you back as soon as possible to help you in any way we can.
Important: Please keep in mind that we can only help you within the 24 hours of your move-in date, so it is essential that you report your issue within this time. After these 24 hours, your first rent is transferred to your landlord.
Tip: Make sure to collect evidence (photos and videos) to support your complaint, as we will request it at a later stage. Also, try to discuss your issue with your landlord before filing a complaint so they are given the opportunity to fix it.
For emergencies, you can also get in touch with us by phone, 7 days a week from 9am to 6pm (WET/WEST).
Country Phone Number
Portugal +351 211 143 939
Spain +34 912 661 959
Italy +39 0260 063 001
Germany +49 3022 383 647