Guest Help + Returns

First things first… contact us anytime in the chatbot below (we’re live during business hours), or send us an email at support@thehost.co.

We’re here to help!

Common Solves:

Curated Local Services: If you have a question or need from a service we’ve linked to, reach out to that service directly, or to our team at vendors@thehost.co or support@thehost.co (or chat us) with any questions.

Theft: Our terms of service state that missing items will be charged to the guest via their original checkout method. We ask that our Hosts take stock before and after guests check in/out. If you have received an email for payment and would choose to dispute it, contact support@thehost.co with the dispute information. And please keep in mind that you the other guests staying with you are responsible. If any item is missing and The Host Co. store was not opened, the theft dispute will be sent to the Short Term Rental platform, for example Airbnb or VRBO.

Items that ship: If you are looking for an item that ships directly to your home, contact the vendor directly. You should receive an email with vendor information from The Host Co. within 24 hours of purchase. If you reach out to the retailer to discuss quality control, please also cc us, support@thehost.co, to alert us to the issue.

Other Questions:

  • You will receive an email receipt of your purchase and instructions on how to access your item. If you've purchased something that ships from a vendor you will receive confirmation and shipping information via email from that vendor.

  • Your conscience, we hope. Please be honest with what you use and consume. Just like with short term rentals, there is a level of trust involved. We also recommend that each Host take a photo of their items for sale, with a date stamp. If things are missing after your stay you can be charged for them. Our hope is that the short term rental rating system keeps everyone on their best behavior.

  • If your transaction was through PayPal, PayPal has support for requesting refunds. If your transaction was through your credit card, contact your credit card company. If you have trouble with requesting a refund, contact support@thehost.co and provide the your receipt information and the reason for the return. Include photos of your item.

  • We’re so happy you like us! Make your own store here.