Problem during your reservation
If you encounter a problem during your stay, you have 72 hours from the time you notice the issue to report it to your host or to NZZL Support.
Document the issue and contact your host
Here’s how to prepare before reaching out:
1. Document the issue
If possible, take photos or a short video showing the problem — for example, a missing amenity, something broken, or anything that doesn’t match the listing description.
2. Contact your host
Your host is your first point of contact and will usually be able to fix the issue quickly. You can send them a message directly through the NZZL Message feature to explain what’s happening.
3. Request a refund (if needed)
If the situation requires a refund, try to agree on an amount with your host. You can send a refund request through the NZZL Resolution Centre, including all details and photo/video evidence.
Get help from NZZL Support
If you’ve contacted your host but the issue can’t be resolved, if the host doesn’t respond, or if they reject your refund request, NZZL can step in.
Just visit your Stays page and click “Help”. A member of our Support Team will review the situation and assist you.
If there’s an emergency or your safety is threatened
If you face an immediate threat or emergency, contact local police or emergency services right away.
For non-urgent safety concerns, you can reach us anytime through our 24/7 Safety Support Line or click “Help” in your Stays page.
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Important check-in / check-out instructions
Looking for your check-in details? Check-in information is available 48 hours before your scheduled arrival (local time).
NZZL guest rules & safety guide
Welcome to your NZZL stay. These rules ensure a respectful, safe and culturally aligned experience for both guests and hosts.
When you’ll be charged for your reservation
The timing of your charges depends on the type of reservation and the payment method you use.