Your booking is protected. Report issues and we’ll help resolve them.
Guest Protection
We want every stay to match what you booked. Here’s how we protect you.
Report an issue if the place is not as described
You can report an issue if the property doesn’t match the listing (photos, description, or amenities), or if you experience cleanliness, safety, or access problems. We review each report and work with the host to resolve issues.
Refund when verified
If we verify that the listing was materially different or that major problems existed, a full or partial refund may apply. Refunds are processed according to our policy. If our payment integration is not yet connected, the refund decision is recorded and may be processed manually.
Support when you need it
If something goes wrong during your stay—access problems, cleanliness issues, or safety concerns—you can report an issue from your booking page. Our team reviews reports and will contact you and the host to gather information and find a fair resolution.
Platform mediation
When you and the host disagree, BNHub acts as a neutral mediator. We review evidence from both sides, our policies, and the listing description to decide outcomes. Our goal is to be fair to guests and hosts while upholding our standards. Refunds, when approved, are processed according to our refund policy.
To report an issue with a booking, open your booking details and click "Report an issue."
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