We want to provide you the best possible experience. We respond to requests very quickly and take all complaints seriously. Here’s what you should do if you encounter a problem.
If you have a problem with the platform, contact us at firstname.lastname@example.org. If possible, attach screenshots to your message. This will help us identify the problem.
If you have a problem with the booking process or your host, contact your Sinistar agent.
If you have a problem with your temporary accommodation, contact your host as quickly as possible. Take photos or videos to illustrate your points. If your host can’t help you or refuses to do so, contact your Sinistar agent.
Whenever a complaint is lodged, our agents investigate to learn the facts. If necessary, they can help you find a new accommodation at no additional cost to you.
Hosts who don’t follow the rules are penalized. Penalties range from a warning to expulsion from the platform.