Guests can submit a claim request by filling out a Guest Claim form. Once the form has been completed, the Hometime Customer Experience Team will be in touch with the guest as soon as possible.
Guest Cover is Hometime’s booking protection on every single booking. Hometime provides support to our guests for issues that come up. These include things like a booking being cancelled by your host, listing inaccuracies; or issues relating to checking in/out at the property.
Guests can submit claim requests by filling out the following Guest Claim form.
Once you have completed this, the Hometime Customer Experience Team will contact you as soon as possible. Please note that guest claims will only be accepted if they are sent within 24 hours of your booking checkout. Anything submitted after this point will not be accepted or covered by Guest Cover.
How does Guest Cover work?
If you face an issue during your stay, please reach out to your host. They are the best point of contact to provide immediate help for issues that have come up during your booking or stay with us.
If they’re not able to help and you would like to make a claim, you must complete the Guest Claim form and all the relevant details within 24 hours of your booking’s checkout date to make sure you are covered.
No claims will be accepted 24 hours after check-out.
You can fill out the guest claim form here.
Once you have completed the form, the Hometime Customer Experience Team will be in touch as soon as possible.
What are the issues that are not protected by Guest Cover?
Guest Cover protects you from major issues that impact your well-being or overall experience during your stay.
Issues such as the heating system stopping working, the property having no hot water or there is a major leak at the property are examples where Guest Cover is offered.
Minor issues, such as the microwave not working or a broken chair are not included under Guest Cover. If small issues like this arise - please get in touch with your host and they will help you as soon as they can.
How can I request an update on my claim request?
If you would like an update on a pending Guest Claim request, please email guest.support@hometime.io or call +61 1300 616 299. We’re available Monday to Saturday, 9am to 5pm AEST.
Please make sure you include the reservation number of your booking.