Reporting damage or an issue

If something is wrong during your stay, contact Rove as soon as possible at support@rovetravel.com. Early reporting helps us verify the issue and coordinate the appropriate next steps.

If you booked through Airbnb, Vrbo, Booking.com, or another third-party platform, that platform’s reporting, refund, rebooking, and damage-claim policies may also apply.

1. Tell us what happened

Contact Rove if you experience:

• Difficulty accessing the home
• Cleanliness concerns
• Visible damage, broken items, or missing items
• Maintenance problems
• Water, power, heating, cooling, hot-water, or other critical-system failures
• Pests or signs of pests
• Safety or habitability concerns
• Excessive noise or building-rule issues
• A major amenity that is unavailable or materially different from the listing
• Undisclosed construction or access restrictions
• Accidental damage caused by you or someone in your group

2. Handle emergencies first

If there is an immediate risk to people or property, contact local emergency services before contacting Rove.

This may include a fire, medical emergency, active flooding, suspected gas leak, electrical hazard, break-in, or another situation involving immediate danger.

Notify Rove as soon as it is safe to do so.

3. Report promptly and include evidence

Maintenance and safety concerns should be reported immediately.

Reservation Issues, including denial of access, material cleanliness or safety concerns, critical systems not working, major listing discrepancies, or unavailable material amenities, must be reported within 72 hours of discovery.

Include:

• Clear photos or videos
• The location of the issue
• When you first noticed it
• A short description
• How it affects the stay
• Relevant screenshots or prior communications
• Any troubleshooting steps already attempted

Late reports or insufficient evidence may limit Rove’s ability to verify the issue or provide a remedy.

4. Report accidental damage honestly

If you or someone in your group damages something, report it promptly. Provide photos and a brief explanation of what happened.

Rove will review the incident under the applicable reservation terms, security deposit, card hold, Damage Waiver, or property agreement.

A Damage Waiver is not insurance and does not cover every type of damage or charge. You may remain responsible for excluded amounts or costs above the applicable limit.

5. Do not authorize repairs yourself

Do not alter the property, attempt repairs, hire a vendor, or authorize work unless Rove or the Host provides written approval.

For an immediate safety concern, leave the unsafe area and contact emergency services when appropriate.

6. Cooperate with troubleshooting and access

Rove, the Host, or an authorized agent may need to inspect or repair the issue. You may be asked to:

• Answer reasonable questions
• Share additional photos or videos
• Follow safe troubleshooting instructions
• Provide availability for access
• Allow lawful entry for repairs, safety, or emergency reasons
• Keep the affected area accessible

7. Understand possible outcomes

Depending on the issue, available evidence, reservation terms, applicable policy, law, and availability, Rove may coordinate troubleshooting, repairs, replacement items, reimbursement, rebooking, relocation, a refund, or another resolution.

Reporting an issue does not automatically guarantee a refund, credit, relocation, or reimbursement. It also does not remove responsibility for guest-caused damage, missing items, excessive cleaning, rule violations, or other amounts owed.

For third-party bookings, follow the reporting process of the platform where you booked in addition to contacting Rove for property-specific support.