Raise a booking concern
Open the booking and use the dispute action when your permissions and the booking status allow it. Choose the category shown in the form, such as payment, cancellation, scope or non-performance, and describe what happened. Include dates, the booking reference, relevant contract wording and the outcome you seek. Keep supporting documents available; the dispute form collects a category and description.
If the action is unavailable, use Help support with the booking reference and the issue. Do not include passwords, sign-in links or unrelated private records.
Follow the discussion
Open your disputes to view accessible cases, their status and recorded resolution. Authorized participants can add responses where the form is available. Messages in this thread are shared with the participants who can access the dispute and authorized administrators; do not treat it as an internal note.
Notifications can help you follow updates, but check the case itself for the current record. Delivery is not a promise of immediate receipt or review.
Review and appeal
Administrators can update the case status and record a resolution. Once a case is resolved or closed, an authorized participant can use the appeal action, explain the concern and reopen it for review. This guide does not promise a different reviewer or a fixed response or resolution time. Ask support about any deadline in your applicable agreement.
Recording a resolution does not itself refund, charge or transfer money. The parties must address payment changes through the applicable agreement and payment channel. Platform review is not legal advice or a replacement for the formal dispute provisions in the Terms and your engagement agreement.