Safety tips for travellers

Use safely

How to stay safe online

As a user of our platform, you can keep your accounts and identity protected by looking out for emails that contain links and/or attachments, emails that ask you to sign in, or emails that ask you to enter personal or financial information. Fraudsters might also try to access your personal or financial information by calling you, which is a technique called social engineering.

Report to

Enable 2FA on your account

2FA (2-factor authentication) adds an additional layer of security to your account. In the event that your username and password are compromised, will send a unique verification code to your mobile device which must be submitted prior to granting access to your account.

Go to account settings

Customer Service

Please keep in mind that our Customer Service representatives will only ever ask you to share your reservation ID and/or reservation PIN code. You should not be asked to provide the password of your account or any sensitive financial information, such as your credit card number.

Contact Customer Service

Are you missing any information? /

Thank you for sharing

Choosing a safe destination

Family enjoying their holiday

Check the local requirements

In some countries, your host may request either to keep a copy of your ID or to collect the original document as a deposit, due to tax purposes or local regulations. In some countries, you may be asked to show a marriage certificate in order to stay in the same room as your spouse.

Check safety laws and regulations

It’s always a good idea to research government travel advisory information ahead of time or to check with your embassy for any travel warnings or special visa requirements. Be aware of the emergency services telephone number for your destination. Check the food and water regulations – before you drink tap water, make sure that it is safe.

Check restrictions due to Coronavirus (COVID-19)

As the world of travel continues to change, considerations about health and cleanliness are now front of mind more than ever before. The health and safety of our guests and the partners they stay with is a priority for us. That’s why we’ve put together some useful tips and helpful resources to give you peace of mind as you prepare for future trips.

See COVID-19 resources

Finding the right property

Father smiling at his child

Check the property policies

Check the policy details of the property carefully before you book, including the payment and damage deposit policies and additional fees section. If a host asks you for a payment that is not outlined in the policy, don’t send it. No legitimate transaction (eg. payments and/or reservation changes) will ever require you to specifically pay with gift cards or require you to give your credit card details by phone, text message or email. You can find all the policies in the 'House Rules' section of the property you're considering (found above their photos on their property page).

Read the reviews

Look at feedback from past travellers, including detailed reviews and ratings for things like cleanliness and facilities. Travellers can only leave a review after they’ve completed their stay, so you can feel confident that feedback is based on real experiences.

Refine your search

Take advantage of multiple search filters – from price and property type, to facilities – to find the right fit for you. Pay special attention to the amenities, house rules, payment and cancellation policies when you read the property details.

If you’re travelling with young children, make sure that there is sufficient childproofing at the property you’re booking.

Preparing for your trip

Traveller prepared to leave the airport

Check your confirmation email

Find the correct information about prepayments, damage deposits and more in your confirmation email. If you receive payment requests with a sense of urgency (eg. transfer the money to a bank account within 24 hours or the booking will be cancelled), or a property insists on communicating outside of the platform, reach out to our Customer Service team for further support.

Get to know your host

Get your questions answered before you book or stay. For certain properties, you can reach out through our 'Contact the host' option. Alternatively, you can leave the property a special request when you book. Always make sure to use our platform messaging system to make everything clearer for all involved.

Note the available services

We have different property types (eg. apartments, bed and breakfasts and hotels) on our website. If you book a shared accommodation, you can expect other travellers to be present. If you book an apartment, please be aware that there may not be a 24/7 reception.

Having an amazing trip

Couple enjoying a coffee during their trip

Inspect the property on arrival

Once you’ve arrived at your property, check where all relevant emergency equipment and safety information is located. If you’re not sure where something like the first aid kit or fire extinguisher is, don’t hesitate to ask your host. It’s always better to be prepared.

Be considerate of the local community

While staying at the property or using other services with, be considerate of the local community. Try to limit or minimise any noise that might disturb the neighbours, respect local laws or traditions and be mindful of your impact on the environment.

What if something goes wrong

Local emergency services

  • Abkhazia
  • Afghanistan
  • Albania
  • Algeria
  • American Samoa
  • Andorra
  • Angola
  • Anguilla
  • Antigua & Barbuda
  • Argentina
  • Armenia
  • Aruba
  • Australia
  • Austria
  • Azerbaijan
  • Bahamas
  • Bahrain
  • Bangladesh
  • Barbados
  • Belarus
  • Belgium
  • Belize
  • Benin
  • Bermuda
  • Bhutan
  • Bolivia
  • Bonaire St Eustatius and Saba
  • Bosnia and Herzegovina
  • Botswana
  • Brazil
  • Brunei Darussalam
  • Bulgaria
  • Burkina Faso
  • Burundi
  • Cambodia
  • Cameroon
  • Canada
  • Cape Verde
  • Cayman Islands
  • Central Africa Republic
  • Chad
  • Chile
  • China
  • Cocos (K) I.
  • Colombia
  • Comoros
  • Congo
  • Cook Islands
  • Costa Rica
  • Côte d'Ivoire
  • Crimea
  • Croatia
  • Cuba
  • Curaçao
  • Cyprus
  • Czech Republic
  • Democratic Republic of Congo
  • Denmark
  • Djibouti
  • Dominica
  • Dominican Republic
  • East Timor
  • Ecuador
  • Egypt
  • El Salvador
  • Equatorial Guinea
  • Eritrea
  • Estonia
  • Ethiopia
  • Falkland Islands (Malvinas)
  • Faroe Islands
  • Fiji
  • Finland
  • France
  • French Guiana
  • French Polynesia
  • Gabon
  • Gambia
  • Georgia
  • Germany
  • Ghana
  • Gibraltar
  • Greece
  • Greenland
  • Grenada
  • Guadeloupe
  • Guam
  • Guatemala
  • Guernsey
  • Guinea
  • Guinea-Bissau
  • Guyana
  • Haiti
  • Honduras
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia
  • Iran
  • Iraq
  • Ireland
  • Isle of Man
  • Israel
  • Italy
  • Jamaica
  • Japan
  • Jersey
  • Jordan
  • Kazakhstan
  • Kenya
  • Kiribati
  • Kosovo
  • Kuwait
  • Kyrgyzstan
  • Laos
  • Latvia
  • Lebanon
  • Lesotho
  • Liberia
  • Libya
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macao
  • Madagascar
  • Malawi
  • Malaysia
  • Maldives
  • Mali
  • Malta
  • Martinique
  • Mauritania
  • Mauritius
  • Mayotte
  • Mexico
  • Micronesia
  • Moldova
  • Monaco
  • Mongolia
  • Montenegro
  • Montserrat
  • Morocco
  • Mozambique
  • Myanmar
  • Namibia
  • Nepal
  • Netherlands
  • New Caledonia
  • New Zealand
  • Nicaragua
  • Niger
  • Nigeria
  • Norfolk Island
  • North Macedonia
  • Norway
  • Oman
  • Pakistan
  • Palestinian Territory
  • Panama
  • Papua New Guinea
  • Paraguay
  • Peru
  • Philippines
  • Poland
  • Portugal
  • Puerto Rico
  • Qatar
  • Reunion
  • Romania
  • Russia
  • Rwanda
  • Saint Barthelemy
  • Saint Lucia
  • Saint Martin
  • Saint Vincent & Grenadines
  • Samoa
  • San Marino
  • São Tomé and Príncipe
  • Saudi Arabia
  • Senegal
  • Serbia
  • Seychelles
  • Sierra Leone
  • Singapore
  • Sint Maarten
  • Slovakia
  • Slovenia
  • Solomon Islands
  • Somalia
  • South Africa
  • South Korea
  • South Sudan
  • Spain
  • Sri Lanka
  • St Helena
  • Suriname
  • Swaziland
  • Sweden
  • Switzerland
  • Syria
  • Taiwan
  • Tajikistan
  • Tanzania
  • Thailand
  • Togo
  • Tonga
  • Trinidad and Tobago
  • Tunisia
  • Turkey
  • Turkmenistan
  • Turks & Caicos Islands
  • Tuvalu
  • Uganda
  • Ukraine
  • UK Virgin Islands
  • United Arab Emirates
  • United Kingdom
  • United States
  • Uruguay
  • US Virgin Islands
  • Uzbekistan
  • Vanuatu
  • Venezuela
  • Vietnam
  • Wallis and Futuna
  • Yemen
  • Zambia
  • Zimbabwe

Disaster relief

We are constantly looking into new ways to support our travellers and partners when things go wrong. Our team works with government officials and organisations all around the world to support relief efforts.

Whenever there is a natural disaster or a severe security-related event, you will receive an email asking you to confirm if you are safe (if you have an active reservation at the time of the incident). If your reservation is upcoming rather than active, we will work with our teams to cancel it where appropriate. When necessary and on a case-by-case basis, we will assist with relocating you.

See COVID-19 resources

In the unlikely event that something goes wrong, we are here for you. In this section, you will find the guidelines to follow should an issue arise, as well as the steps we will take to look after you.

Your first step should be to contact your host or a member of staff at the property and to try to solve the issue in communication with them. Failing that, Customer Service is always on hand to help you should something unexpected happen, and can be the most effective if they are contacted while you are still at the property.

Incorrect charges

Reach out to your host through our messaging system or reach out to Customer Service. Remember, should only be contacted through our official communication channels listed on our website and apps. No legitimate transaction (eg. payments and/or reservation changes) with will ever require you to specifically pay with gift cards or require you to give your credit card details by phone, text message or email.

Message your host


  • Report it to law enforcement first: In case of abusive behaviour from your host or a member of staff at the property – either verbal or physical – please contact law enforcement officials immediately.
  • Then report it to us: In the unlikely event of abusive behaviour, misconduct by the host or a member of staff at the property or other illegal activities, it’s important for us to know. Please report it via Customer Service to help us to protect you and our other travellers in future.
Contact Customer Service

Lost and found

If you leave something behind at the property by mistake, contact the host via our messaging system immediately and ask for assistance.

Message your host

Are you missing any information? /

Thank you for sharing

This article is intended for information purposes only and does not constitute legal advice, rights or a guarantee​. ​​Please bear in mind that you may need to take additional precautions depending on individual circumstances.