The OVO guarantee
You should be able to book with confidence. If something significant isn't right when you arrive, we'll fix it.
The guarantee applies if
- ✓The home doesn't exist or can't be rented
- ✓You can't get in at check-in (wrong code, no keys, nobody there)
- ✓The number of bedrooms, beds or bathrooms doesn't match the listing
- ✓Something promised in the listing is missing or doesn't work, such as the shower, heating or kitchen
- ✓The home isn't clean or isn't habitable
The guarantee doesn't cover
- –Small differences from the photos, such as furniture colours, decor details or season
- –Personal taste, or things clearly stated in the listing
- –Problems reported only after the stay
What to do
- 1.Contact OVO as soon as you notice the problem, no later than 24 hours after check-in.
- 2.Send photos if you can, so we can quickly see what's wrong.
- 3.We'll help you to an equivalent place to stay or refund what wasn't right.