Place Not as Described

If the Place is different from the listing

Hidden Places should accurately describe the land, facilities, access arrangements and Experience being offered.

Small differences can occur because outdoor Places change with the seasons, weather and ongoing land management.

However, you should raise the issue if something important is materially different from what was advertised or agreed.

Examples of a significant difference

A Place may be materially different from the listing where:

• An important advertised facility is unavailable.
• The booked area cannot be accessed.
• The Place is substantially smaller than described.
• The agreed activity cannot safely take place.
• Access information is seriously inaccurate.
• The Place is occupied by another group during a private booking.
• A major safety issue was not disclosed.
• The location shown is not the Place provided.
• Important restrictions were introduced without warning.

Examples that may not mean the Place was misdescribed

Natural and outdoor Places can change in appearance.

Differences such as the following may be expected:

• Grass being longer or shorter.
• Leaves, flowers or vegetation changing with the season.
• Mud or wet ground after rain.
• Dry or discoloured grass during hot weather.
• Minor changes to furniture or movable items.
• Wildlife not appearing during your visit.
• Lighting or weather differing from the listing photographs.

These differences may still be worth mentioning to the host, but they do not automatically mean the listing was inaccurate.

Check the full listing first

Before raising a complaint, review:

• The Place description.
• The Experience description.
• The facilities list.
• The photographs.
• The Place rules.
• Your conversation with the host.
• The booking confirmation.

Information may have been explained elsewhere in the listing or in a message sent before your visit.

Tell the host promptly

Contact the host as soon as you notice the issue.

Give them a reasonable opportunity to explain or resolve it while you are still at the Place, where this is safe and practical.

Explain the issue clearly

Describe exactly what is different and how it affects the booking.

Include:

• What the listing or host said would be provided.
• What you found when you arrived.
• When you first noticed the issue.
• How it affected the planned Experience.
• What outcome you are requesting.

Clear factual information is more useful than general statements such as “the Place was completely wrong”.

Take photographs where appropriate

Photographs can help show the condition of the Place or a facility at the time of your visit.

Only take photographs where it is safe and appropriate to do so.

• Photograph the specific issue.
• Include wider context where useful.
• Avoid photographing private areas outside your booking.
• Do not photograph people without appropriate permission.
• Keep the original images where possible.

Keep communication within Hidden Places

Use the Hidden Places conversation so there is a clear record of:

• When the issue was reported.
• How the host responded.
• Any solution offered.
• Any change agreed between you.

Avoid moving the discussion to private messages or another platform unless urgently necessary.

Allow the host to offer a solution

Depending on the issue, the host may be able to:

• Provide access to a missing facility.
• Direct you to the correct area.
• Explain an access route.
• Move the Experience to another suitable part of the Place.
• Correct a temporary problem.
• Offer an alternative date.
• Discuss an appropriate partial or full refund.

You are not required to accept a solution that is unsafe or materially different from what you booked.

If the issue affects safety

Do not continue with the visit where there is an immediate and serious safety concern.

Move away from the danger, contact the host and call the emergency services where urgent assistance is required.

Contact Hidden Places support once you are safe.

If you decide not to continue

Tell the host immediately if the issue is serious enough that you cannot reasonably continue with the booking.

Explain why you are leaving and keep a record of the issue within the Hidden Places conversation.

Leaving without contacting the host may make it harder to understand what happened or determine an appropriate outcome.

Contact Hidden Places support

Contact support if:

• The host cannot resolve the issue.
• The host does not respond.
• You believe the listing was materially misleading.
• The Place could not be used for the agreed Experience.
• A serious undisclosed safety issue was present.
• You and the host cannot agree an appropriate outcome.

Information to provide to support

Provide as much relevant information as possible, including:

• Your booking reference, where available.
• The Place and Experience booked.
• The date and time of the visit.
• A clear description of the difference.
• Relevant photographs.
• Messages exchanged with the host.
• Whether you stayed, left early or did not use the Place.
• The outcome you are seeking.

Do not send full card details, passwords or unnecessary sensitive personal information.

Refunds and other outcomes

The appropriate outcome will depend on the seriousness of the issue, how it affected the booking and whether the host was able to resolve it.

Possible outcomes may include:

• No further action where the listing was accurate.
• A correction to the listing.
• An apology or explanation.
• An alternative date.
• A partial refund.
• A full refund in appropriate circumstances.
• Further review of the Place or host account.

A complaint does not automatically guarantee a refund.

Be fair and accurate

When reporting an issue, distinguish between personal preference and something that was genuinely different from the listing.

Leave an honest review

After the booking, you may leave a fair review reflecting your genuine experience.

Keep the review factual and explain both the issue and how the host responded.

Reviews should not include threats, abusive language, private information or claims you cannot support.

Help improve Hidden Places

Accurate reports help hosts improve their listings and help future guests understand what to expect.