Something is wrong at the home

If anyone is in danger, call 112 first. See What to do in an emergency.

Tell your host first

Your host knows the home best and is usually the quickest way to fix things. Write to them in Messages:

• say what is wrong and when you noticed it
• say what you need, for example a repair, a missing item or a question answered
• keep it to the facts and stay in the same conversation

Take photos of the problem as well. Messages are text only, but the photos are useful if you need to contact us later.

If it isn't solved

Write to us through Contact and choose A booking I have. Pick your booking, or give your booking code (SPT- followed by six characters) or the home and dates. Explain what happened and what you've already tried with the host.

You can attach up to 3 files: JPG or PNG photos, or a PDF, up to 10 MB each.

If someone behaves badly

If a conversation turns into spam, a scam or rude or unsafe behaviour, use Report a problem beside the conversation in Messages. The same applies if someone asks you to pay outside Spitio. See Reporting a message or listing.