Help and resolution
Dispute Resolution
We will help you resolve any issues with accommodation
How to resolve disputes with the accommodation owner or with Chalupuj as the portal operator
1. Direct Communication
We recommend first contacting the accommodation owner directly, i.e. the person who provides the accommodation. Chalupuj is only the portal operator, not an accommodation provider. Most issues can be resolved quickly and effectively through direct communication.
2. Document the Problem
Take photos or other evidence of the problem. Keep all communication with the owner including emails, SMS messages, or records of phone calls.
3. Contact Our Support
If the problem cannot be resolved directly with the accommodation owner, contact Chalupuj as the portal operator via the form below. We will mediate communication and help find a fair solution.
4. Types of Issues We Handle
- Discrepancy between offer and reality
- Accommodation quality issues
- Non-refund of the stay payment
- Reservation cancellation by the owner
- Payment issues
- Breach of accommodation terms
Upozornění: We strive to mediate a fair resolution, but we are not a judicial body. Mediating a resolution does not mean Chalupuj assumes responsibility for the quality of the accommodation (see Terms, Art. 06). Likewise, Chalupuj does not guarantee refunds by the owner and does not assume that responsibility by mediating (see Terms, Art. 05). For serious disputes, we recommend consulting a lawyer.
Report a Problem
Describe your problem and we will try to find a solution
We usually respond within 48 hours • For urgent matters contact us by phone