How to report a dispute?

What are the possible reasons for filing a dispute?

A dispute can arise in several situations. Here are the most frequent cases.

  • The accommodation does not match the description in the listing .
  • The host was absent upon arrival
  • The accommodation does not exist
  • The accommodation is unavailable
  • The location shown is incorrect.

How to report a dispute?

If you are a tenant, you can report a dispute on the day of your arrival and until the day after your arrival, before 1 p.m.

To do this, go to your Roomlala messaging and open the conversation related to your reservation.
Then click on the "Report a dispute" button.

Once a dispute is initiated, the hosting provider's payment is automatically blocked . Your payment is held to allow the situation to be resolved.

After the statement, you must submit your version of events within 24 hours via the form accessible from the messaging system.

If necessary, we will contact you and the hosting provider to obtain further information.
You will receive an email once Roomlala has made its decision.

⚠️ A dispute is only taken into account if you click on the "Report a dispute" button .

Contacting customer service without using this button does not guarantee processing before the automatic transfer to the hosting provider.
If the transfer has already been made, Roomlala will no longer be able to intervene for a refund .

What are the timeframes for obtaining a refund?

You have until the day after your arrival, before 1 p.m. , to report a dispute via messaging and send us your version of events.

The hosting provider is also invited to provide us with their version.

Once all the elements are gathered, we analyze the situation in order to make a decision regarding the refund .

Case #1
If the facts are clearly explained by both parties, a decision is made within 24 to 48 hours .
Any compensation will be determined based on the information and evidence provided.

Case #2
If only the tenant's version is transmitted, an email is sent to the hosting provider.
If there is no response within 24 hours , the tenant is automatically refunded .

No refund will be issued if no dispute has been declared within the required time, or if the tenant has not arrived at the scheduled time without notifying the host.
In this case, the reservation is paid in full to the accommodation provider .

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