If you have a complaint about the property booked with Tripadvisor, contact the property manager first to resolve the issue. You may contact Tripadvisor if the property manager doesn't respond or you're unsatisfied with his response. Provide as much details as possible about your case including pictures, videos and correspondence to quickly get a resolution. You may also be eligible to file for a Payment Protection claim when there's fraudulent activity involved or if the property isn't what's advertised.
If you have an issue with the property you've booked on Tripadvisor, make sure you contact the property manager right away. Do this while you're still at the property so you can get it resolved quickly. Take videos or photos as proof of the complaint. Make sure you also save receipts, correspondence or any documentation that can help Tripadvisor better resolve your case.
When the property isn't what's advertised, you may be able to get a Payment Protection claim. You can qualify for it if your payment is made through the Tripadvisor platform. Feel free to contact Customer Support if you have questions about Payment Protection claims.
If you're not able to resolve your complaint, are unsatisfied with the manager's response or the manager failed to get back in touch with you, contact Tripadvisor and include all the evidence needed to resolve the case.
You can qualify for reimbursement under Payment Protection when you are the person who made the booking and you comply with all the other requirements set by Tripadvisor. Tripadvisor can reimburse you for the amount you paid through the platform or up to the Coverage Limit. However, make sure you didn't request a chargeback or open a dispute with PayPal regarding the payment.
Tripadvisor can reimburse you when you've paid for the rental through the platform but you've been denied entry to the property. You can also get reimbursement for misrepresented rental or when the property has defects or is different from what was advertised on the platform.
If the complaint is related to fraudulent activity, make sure that you can provide Tripadvisor with a police crime reference number or case number. Also, you must inform them on the first day of your rental period if you want to make a Payment Protection claim. If you have a question about filing a complaint with Tripadvisor, please contact Customer Support.
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