During your stay

If something is wrong at the property

Message the host first, through the booking thread. Most issues — a broken appliance, an unclear instruction, a noise complaint — are resolved fastest by the person who owns the place. Hosts are responsible for resolving issues during your stay.

For urgent problems (water, power, security, safety), call the host on the phone number they provided in the check-in details. Don't wait for a message reply.

For genuine emergencies (medical, fire, crime), call local emergency services first, then notify the host and Bukavilla.

Reporting an issue formally

Some bookings let you submit an "issue report" through the booking page during your stay. This creates a documented record of the problem with photos, which the host then sees and can act on. It's useful for things you want a paper trail on — cleanliness issues at arrival, broken items, missing amenities listed on the listing.

If your booking doesn't have this option, just describe the issue in the messaging thread; the message thread is itself a documented record.

If the host isn't responding

Hosts can take a few hours to respond, especially across time zones. For non-urgent issues, give it 24 hours before escalating.

If you've waited that long and your issue is still unresolved — or if it's urgent — contact Bukavilla support. Bukavilla can:

• Help reconnect you with the host if the message thread isn't working
• Look into platform-related issues (listing accuracy, host conduct)
• Clarify platform rules and policies

Bukavilla can't:

• Issue refunds or reverse transactions (Bukavilla doesn't hold your money and isn't a party to the payment)
• Mediate or guarantee outcomes between you and the host — that's between the two of you
• Send maintenance, cleaning, or replacement teams
• Override the host's house rules
• Be a substitute for emergency services

House rules

Each villa has its own house rules — pets, smoking, events, quiet hours, max guests. These were on the listing when you booked and apply throughout your stay. Repeated or serious violations can be grounds for early termination at the host's discretion.

If a rule turns out to be a real problem (e.g. quiet hours conflict with a flight) message the host — many will make exceptions case-by-case.

Damage and accidents

If something gets broken during your stay, message the host and let them know. Most hosts will work it out reasonably; serious damage may be charged to your card on file or to a security deposit.

Accidents happen. The host appreciates being told upfront, and it goes much better than them discovering it after you've left.