Get help with a safety issue
If you or anyone else is in danger, call 911 (or the local emergency number outside the US) before anything else. Then tell us.
During a stay
Get somewhere safe first. If something about the home is dangerous, such as a gas smell, smoke, a carbon monoxide alarm or a broken lock, leave and call emergency services or the utility.
Tell your host. Message them from your trip in Trips, so there's a record of what happened and when.
Tell us. On Help, pick your trip and choose I feel unsafe, or there's an emergency: it reaches our team marked urgent, with your booking attached, and you can add photos. Or email support@homeshared.app with your reservation code.
For hosts
If a guest is putting people or your home at risk, call 911 first. Then, on Help, pick the reservation and choose Safety issue or emergency: it reaches our team marked urgent, and you can message the guest from the same page. Or email support@homeshared.app with the reservation code.
A listing that seems unsafe or isn't real
Open the listing and select Report this listing, below the Reserve button (at the end of the page on a phone). Reports go to our team and aren't shared with the host.
Neighbors
If a home near you is causing trouble, report a neighborhood concern.
Staying safe when you book
- Pay only through checkout on HomeShared, never by wire transfer, gift card or a payment app.
- Keep your messages with hosts on HomeShared, so we can see them if something goes wrong.
- Read the reviews and the house rules before you book, and ask the host if anything is unclear.