How to Report an Issue on Hoplocation

If something does not feel right before, during, or after your stay, let us know as soon as possible. While Hoplocation does not own the properties listed on our platform, we are here to help mediate between you and the host to reach a fair resolution.

Types of issues you can report

- Property does not match the listing description

- Amenities missing or not working as advertised

- Safety or security concerns at the property

- Host communication problems

- Incorrect charges or payment disputes

Step 1 — Contact your host first

- Your host contact details are included in your booking confirmation email

- Reach out to the host directly to raise the issue

- Keep all communication in writing so there is a clear record

- Give the host a reasonable opportunity to resolve the issue

Step 2 — Request Hoplocation mediation

If the host is unresponsive or the issue is not resolved to your satisfaction:

- Email: help@hoplocation.co.za

- Use the Help Center contact form

- Reach out via WhatsApp or live chat on the website

Hoplocation will step in and mediate on your behalf to help reach a fair outcome between you and the host.

Step 3 — Document everything

- Take photos or videos of the issue as soon as you notice it

- Screenshot any relevant messages

- Note the date and time the issue occurred

What happens next

- Hoplocation will review your report and engage the host on your behalf

- Both parties will be contacted to understand the full situation

- For payment or refund disputes, the cancellation policy will apply

Safety emergencies

- SAPS (Police): 10111

- Ambulance: 10177

- Contact Hoplocation support immediately after ensuring your safety

Important

- Never pay outside of the Hoplocation platform

- Never share your banking details with a host

- All legitimate communication from Hoplocation will come from booking.mail@hoplocation.co.za

Help Centre

Searching and booking

Your reservations as a guest

Payments and pricing

Your account and reviews

Safety

About Hoplocation