Guest protection
Check-in Shield
If the property does not match its listing, we do not argue. Tell us on the day you arrive and you get a full refund within four hours, and help finding somewhere else to stay.
The flow
How it works
- Step 1
Arrive and look around
Confirm your arrival on your booking page once you are inside and happy with the place. Until you do, your money has not gone anywhere.
- Step 2
Tell us if it is wrong
Report the problem from the booking itself and say what does not match the listing. Your host is already in that conversation, so nothing has to be explained twice.
- Step 3
A full refund within four hours
Reporting a problem stops the host's payout on the spot, so the money is still ours to return. Where the property does not match its listing you get all of it back within four hours, and we help you find somewhere else.
Coverage
What Check-in Shield covers
As described, or refunded
If the property does not match its listing you get a full refund. Not a partial one, and not a goodwill gesture decided weeks later.
Your money is held, not forwarded
AtlasOra holds the payment until you have arrived and confirmed. Reporting a problem freezes it again, which is why the refund does not take days.
Host accountability
Every report is recorded against the property and the company managing it. Repeated failures are grounds for removing their listings.
One thread, one booking
Support sits in the same conversation as your booking and your host. No call centre, no ticket number, no starting again.
Included on every stay
Book with confidence
Check-in Shield comes with every AtlasOra booking at no extra cost. There is nothing to add at checkout and nothing to claim.