Go
Help Centre

Resolving Issues

If there is a problem how do I resolve it?

The first step is to discuss any issues with your host or your guest. People acting respectfully should be able to deal with almost everything without involving the Youcamp team. There are several tools the host can use to solve a problem:

If you need to adjust the final booking amount, this can be done by the host. This has to be done before the final check-in date. Go to Host Portal > Bookings > Click on the relevant booking > Change booking > Apply a discount.

You can alter or cancel the booking. Please be mindful that you will have agreed to a Cancellation Policy at the time of booking, the Youcamp Administration team will uphold the set cancellation policy unless there are extenuating circumstances. Talk to you host about the issue you have. There may be a simple solution.

I am a host and I need to cancel a booking due to extenuating circumstances?

In the rare instance where extenuating circumstances arise, a host may need to cancel a confirmed booking. In this scenario, the guest will receive a full refund and will need to rebook.

I am a guest and I need to cancel a booking due to extenuating circumstances?

In the rare instance where extenuating circumstances arise, a guest may need to cancel a confirmed booking. In this instance, Youcamp may override the host’s cancellation policy (flexible, moderate, strict, super strict) and make refund decisions. Such cases will be contingent on proper documentation, where valid, and include:

  1. There’s a death in the guest’s family
  2. The guest has a serious illness or there’s a serious illness in their family
  3. There’s a natural disaster in the destination country
  4. There’s political unrest in the destination country
  5. The guest has jury duty or other similar civil obligations

 

If you are a guest with extenuating circumstances and you’ve had to cancel a booking, please contact us on 1300 318 709.

How do I involve the Youcamp Team?

We will address any unresolved issues (including extenuating circumstances) if you haven’t reached a resolution first. We will endeavour to consider each case 48 hours after a claim has been lodged. To start a claim, please contact us on 1300 318 709.

Have a question about how Youcamp works?

The quickest way to get answer to your question is to use the Help Centre. There’s information on virtually everything to do with the Youcamp platform, being a guest or being a host.