If something is wrong before, during, or right after your experience, we can investigate and help you sort it out. Tell us what's happening and we'll take it from there.
What to share
To help quickly, we need:
Your booking reference (on the booking details page).
A short description of what's happening right now.
Whether you've already tried to reach your host through the chat, and what they said.
If your host does not show up
Try the chat with your host first. They may be running late or waiting at a slightly different spot. See Contacting your host for how to open the chat.
If you still can't reach them, tell us what happened and we'll step in.
If the experience is not what you booked
Talk to your host on the spot if you can. Many misunderstandings get resolved with a quick conversation. If it can't be fixed in the moment, describe what was different from the listing and we'll look into it.
Anchoring a report to a specific booking
If you'd rather start from the booking itself, open My Bookings, select the booking, and use the Need help? section on the booking details page. Anything you send from there is filed against that reservation, so we already have your booking reference.
Good to know
Messages in the Withlocals chat are logged and can be referenced if there is a dispute later. Keep the conversation on the platform.
You can also raise the issue after the experience is over. See Reporting a problem after your experience.
To end the booking entirely, see How to cancel your booking.
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