Discrepancy Between Listing Information and Actual Stay
If the Tenant identifies a material discrepancy between the listing information and the actual Stay—including, but not limited to, the address, features, or facilities—the following procedure applies.
Step 1. Contact the Host and Collect Evidence
The Tenant must first contact the Host to explain the issue and request corrective action.
In many cases, the Host may be able to resolve the issue or clarify misunderstandings promptly.
The Tenant must secure evidence of the discrepancy, such as photos or videos.
This initial request must be made within 24 hours of discovering the issue.
Step 2. Escalation to the Company
If the issue cannot be resolved through the Host, the Tenant may escalate the case to the Company by submitting the evidence and a clear explanation of the discrepancy.
Escalation is permitted if:
The Host does not respond within 24 hours after the Tenant’s request, or
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The Host responds, but the issue persists or recurs, making normal residence impossible.
Such a request must be submitted within 72 hours from the date the issue occurred.
Responsibility Assessment and Outcomes
If the Host Is Responsible
If the Host provided misleading or incorrect listing information, the Tenant may cancel the Lease without penalty.
In this case, the Host Penalty and the Enko Service Fee may be charged to the Host.
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Direct communication with the Host is still encouraged when possible.
If the Host Is Not Responsible
If the Stay matches the listing information, cancellation is considered a change of mind by the Tenant.
In this case, applicable Tenant Penalty and cancellation rules apply.
The Tenant is encouraged to discuss possible solutions with the Host before deciding whether to proceed with cancellation.
Once a decision is made, the Tenant must notify the Company so the Lease can be updated accordingly.
Important Notes
If a dispute is not raised within the specified time frames, verification of evidence may be difficult.
In such cases, refund, compensation, or alternative Stay support may be limited or denied.
Reference Policy
For detailed criteria and applicable conditions, please refer to the Tenant Policy below:
Tenant Policy_Article 38. Definition of Dispute and Resolution Procedure