If you notice any differences between the property and what was shown on the listing, please contact your host first to explain your concerns. Often, hosts can address the issue or clarify any misunderstandings right away.
If the issue can't be resolved, take photos or videos of what's different and send them to us(Encostay Support team) with a clear explanation of what doesn't match the listing.
If the host is responsible:
- If the host posted misleading information, you can cancel the contract without penalty. The host will be charged the cancellation fee and the platform service fee. We still encourage you to talk with your host directly to see if you can work things out.
If the host is not responsible:
- If the property actually matches the listing, cancelling would be considered a change of mind on your part, and you'll be charged cancellation fees. Try discussing the situation with your host first—you may be able to find a solution together. Once you've decided whether to stay or cancel, let us know so we can update your contract.