What are the common reasons for declaring a dispute?
• The accommodation doesn’t match what was advertised
• The landlord isn’t there
• The accommodation doesn’t exist
• The accommodation isn’t available
• The address is incorrect
How do I declare a dispute?
If you encounter one of these problems, you can declare a dispute until 24 hours after your arrival at the accommodation.
You can do so by navigating to your Roomlala inbox and clicking on the conversation concerning the reservation. You can then click on the 'Declare a dispute' button.
Once you have declared a dispute, your payment to the landlord will be blocked. Your payment will be held by Roomlala until after you arrival in the accommodation to allow you to be refunded in case you experience problems.
After declaring a dispute, you must send us your version of the facts within 24 hours by using the form that is also linked in the conversation.
We will contact you and the landlord if we require any more information to resolve the dispute. You will receive an email when Roomlala has come up with a resolution.
Important: Please note that a dispute is only successfully declared when you click the 'Declare a dispute' button. Simply contacting our Customer Service without clicking the 'Declare a dispute' button will not guarantee that we can process your request before the payment is transferred to the landlord within the default time frame. If the transfer has already been made when you sent your email, we are no longer able to intervene to refund you.
When will I get my refund following the dispute?
When you arrive at the landlord's accommodation, you have 24 hours to declare a dispute through the Roomlala inbox and submit your version of the facts. The landlord is also invited to give us their version of the facts.
We first gather all the information we have to make a decision on the refund of the parties involved:
- Case 1: If the facts are clearly explained by both parties
→ We will make a decision within 24 to 48 hours following the dispute. The refund to the landlord and / or the tenant will be made only after obtaining the version of the facts from both parties with accompanying evidence upon request.
- Case 2: only the tenant submitted their version of the facts
→ We will send an email to the landlord with their email address connected to Roomlala. Without their response within 24 hours after contacting them, the refund is given to the tenant by default.
ATTENTION: No refund will be made from Roomlala if:
No dispute has been declared through the tenant's inbox within 24 hours of arrival date in the accommodation
The decision to cancel the reservation is unilateral on the part of the tenant and does not meet the conditions of a dispute
- The tenant did not show up at the time of the appointment initially planned to honour their reservation and did not inform the landlord: the money of the reservation will then be transferred to the landlord in full.
All settlements regarding cancellations, and not disputes, must be negotiated directly between the tenant and the landlord.
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