After Your Trip: Handling Disagreements

Disagreements don’t have to be disagreeable when you have a way to address the issues. Here’s how we can help.  

We’ll Cover:

• What’s our process for handling a dispute between a host and guest regarding no-shows
• What’s our process for handling a dispute between a host and guest regarding payment
• What’s our process for handling a dispute between a host and guest regarding theft or damage
• What’s our process for handling feedback dispute

Money-Related Issues

You can use our Resolution Center within 60 days of your reservation’s checkout date to request or send money for things related to your Lake trip. It helps to have any photos or other relevant evidence ready when you submit a Resolution Center request.

Handling Disputes Regarding No-Shows

Process for Guests

• Contact the host via Lake messaging to explain the situation.
• If unresolved, open a case in our Resolution Center within 60 days of the reservation’s checkout date.
• Provide relevant evidence, such as communication logs and booking details.

Process for Hosts

• Attempt to resolve the issue directly with the guest through Lake messaging.
• If unresolved, open a case in our Resolution Center within 60 days of the reservation’s checkout date.
• Provide relevant evidence, such as communication logs and booking details.

Handling Disputes Regarding Payment

Process for Guests

• Check the payment details in your account.
• If discrepancies are found, contact the host via Lake messaging.
• If unresolved, open a case in our Resolution Center within 60 days of the reservation’s checkout date.
• Provide relevant evidence, such as transaction receipts and communication logs.

Process for Hosts

• Verify the payment details in your account.
• If discrepancies are found, contact the guest via Lake messaging.
• If unresolved, open a case in our Resolution Center within 60 days of the reservation’s checkout date.
• Provide relevant evidence, such as transaction receipts and communication logs.

Handling Disputes Regarding Theft or Damage

Process for Guests

• Report any theft or damage to the host immediately.
• Document the incident with photos and detailed descriptions.
• If unresolved, open a case in our Resolution Center within 60 days of the reservation’s checkout date.
• Provide relevant evidence, such as photos, communication logs, and incident reports.

Process for Hosts

• Report any theft or damage to the guest immediately.
• Document the incident with photos and detailed descriptions.
• If unresolved, open a case in our Resolution Center within 60 days of the reservation’s checkout date.
• Provide relevant evidence, such as photos, communication logs, and incident reports.

Review Issues

If you’d like to respond to a review with your perspective of the situation, or to address feedback given, you can leave a response within 30 days of when the review was written. It will post directly below the review and will be visible to the rest of the Lake community. If the review is against our policies, you can report it.

Handling Feedback Disputes

Process for Responding to Reviews

• Respond to the review with your perspective within 30 days of when the review was written.
• Your response will be posted directly below the review and visible to the Lake community.

Process for Reporting Review Issues

• If the review is against our policies, report it to our support team.
• Provide relevant evidence, such as communication logs and booking details.

By following these procedures, we aim to maintain a fair and transparent community where disputes are resolved efficiently and amicably.