Important: The spread of COVID-19 may be impacting your travel plans. To change your travel dates, please contact the owner. We’re doing everything we can to adapt to the rapidly changing government advice and travel restrictions. As such, we are taking steps in these unprecedented circumstances to provide more flexibility to travellers. Visit our help centre to see your options: About the coronavirus outbreak (COVID-19)

What should I do if I can’t contact the property owner/manager?

If you’ve arrived at the property and can’t gain access, please see our other FAQ: What if I can’t access the property when I arrive?

If you’re waiting on a response before your stay, please allow the property owner/manager some time to respond: we advise around 3-5 days. If you’ve still not had a response, there are two ways to contact the property owner/manager:

  • If you booked your stay through our website, click on the link Manage my holiday booking at the top right of our homepage and enter your booking reference and email address. You can then contact the property owner/manager through here.
  • You can email the property owner/manager via the contact form on their listing. You can search by location or simply enter the Home ID into the search bar (you’ll find this in your original enquiry confirmation email from us).


Remember: if you were given the contact details of a local representative, always call them in the first instance.

If you’re still having problems, get in touch with us and we’ll try contacting the property owner/manager for you.



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