Dispute Resolution Guide for Guests

You should consider requesting a refund if your haven experience did not meet the standards outlined in the listing. Valid reasons include:

• Haven Not as Described: The space, amenities, or features significantly differ from what was advertised in the listing
• Cleanliness Issues: The haven was not properly cleaned or maintained before your arrival
• Safety Concerns: Health or safety hazards that were not disclosed in the listing
• Amenity Unavailable: Advertised amenities (pool, sauna, equipment, etc.) were not available or non-functional
• Access Issues: You were unable to access the haven at your scheduled time due to host error
• Cancellation by Host: The host cancelled your reservation without proper notice or compensation

To request a refund, follow these steps:

1. Navigate to Your Reservations: Go to your profile and select "My Reservations"
2. Find the Booking: Locate the reservation you want to dispute
3. Click "Request Refund": This will open a resolution request form
4. Select a Reason: Choose the category that best describes the issue
5. Provide Details: Write a clear, detailed description of the problem
   • Explain what went wrong
   • Reference specific listing details that were inaccurate
   • Describe any communication you had with the host
   • Include timestamps if relevant
6. Specify Amount: Enter the refund amount you're requesting (partial or full)
7. Add Evidence (Optional but Recommended): Upload photos or screenshots that support your claim
8. Submit: Review your request and submit it to the host

Once you submit a refund request, here's what happens:

If the Host Makes a Counter-Offer:

The host may propose a different refund amount. You'll see their offer along with an explanation for why they believe this amount is fair.

Your options:

• Accept the Counter-Offer: The refund is processed automatically
• Decline the Counter-Offer: The dispute is escalated to Sylhaven support for a final decision

Consider the counter-offer carefully. If it's reasonable and close to your original request, accepting it may resolve the matter faster than waiting for support review.

A dispute is escalated to Sylhaven support when:

• The host declines your refund request
• You decline the host's counter-offer
• The host doesn't respond within 72 hours
• Either party manually escalates the dispute

What Happens During Escalation:

1. Review: Our support team reviews all communications, evidence, and the listing details
2. Contact: We may reach out to both parties for additional information
3. Decision: We make a final, binding decision based on our Terms of Service and the evidence provided
4. Resolution: The refund (if approved) is processed, or the case is closed with an explanation

• ✓Document Everything: Take photos and screenshots as soon as you notice an issue
• ✓Communicate First: Try messaging the host about the issue before filing a dispute
• ✓Be Specific: Clearly explain what was wrong and why it impacted your experience
• ✓Be Reasonable: Request a refund amount that's proportional to the issue
• ✓Act Quickly: File disputes within 48 hours of discovering the issue
• ✓Stay Professional: Keep all communications respectful and fact-based
• ✓Reference the Listing: Point to specific claims made in the listing that weren't met