Contact and Complaint Resolution Policy
Effective January 1, 2025 · Applies to all users of booking.bnbhost.ca
Users can reach us using any of the following official channels. Support Monday–Sunday, 24/7.
contact@bnbhost.ca
Phone
236-999-9899
Live Chat
Available on our website during business hours
Mailing Address
68 Smithe Street, Vancouver, BC V6B 0P4, Canada
Website
www.bnbhost.ca
1. Purpose of This Policy
This Contact and Complaint Resolution Policy ("Policy") outlines the procedures for submitting, handling, and resolving inquiries, complaints, and disputes related to bookings, payments, or services offered through booking.bnbhost.ca ("the Platform," "we," "our," or "us").
Our goal is to ensure all Guests, Hosts, and users are treated with fairness, professionalism, and transparency, and that issues are resolved promptly and effectively.
2. Scope
This Policy applies to:
- All users of the Platform (Guests, Hosts, and account holders);
- All reservations, payments, deposits, and related transactions; and
- All inquiries or disputes regarding the conduct of a Host, Guest, or the Platform itself.
This Policy does not apply to complaints about third-party services (e.g., external booking channels, payment processors, or local authorities), which must be directed to those entities directly.
3. Contact Channels
Users can reach us using any of the following official communication channels. Our support team operates Monday to Sunday, 24/7.
contact@bnbhost.ca
Phone
236-999-9899
Live Chat
Available on our website during business hours
Mailing Address
68 Smithe Street, Vancouver, BC V6B 0P4, Canada
Website
www.bnbhost.ca
4. Complaint Submission Procedure
To ensure efficient handling of your inquiry or complaint, please follow these steps:
Initial Contact:
- Send an email to contact@bnbhost.ca with the subject line "Complaint – [Booking ID or Property Address]."
- Include your full name, contact information, booking details, and a clear description of the issue.
- Attach any supporting evidence (e.g., photos, receipts, communications, or screenshots).
Acknowledgment:
You will receive a written acknowledgment of your complaint within two (2) business days of submission.
Review Process:
Your complaint will be reviewed by a trained support representative and, if necessary, escalated to a Case Manager or Legal Department for further assessment.
Resolution Timeline:
- Most complaints are resolved within 10 business days.
- Complex or legal disputes may require up to 30 business days, during which you will receive regular status updates.
5. Complaint Resolution Standards
booking.bnbhost.ca is committed to resolving all valid complaints in good faith and in accordance with the following principles:
- Impartiality: All complaints are reviewed objectively, without bias.
- Confidentiality: All complaint-related information is treated as confidential and shared only with personnel directly involved in resolution.
- Evidence-Based Decision Making: Resolutions are determined based on documentation, communication logs, and policies in effect at the time of booking.
- Transparency: Both parties will receive written explanations of findings and decisions.
- Accountability: We track all complaints internally to ensure compliance and continuous service improvement.
6. Escalation Procedure
Internal Review: Submit a written request for escalation to contact@bnbhost.ca, referencing your complaint case number. The matter will be reassessed by a Senior Case Manager or Director of Operations.
External Review: If the issue remains unresolved after internal escalation, you may seek mediation, arbitration, or other dispute resolution mechanisms as provided under our Terms of Service and Governing Law clause. booking.bnbhost.ca reserves the right to require formal mediation or arbitration before legal proceedings are initiated.
7. Disputes Involving Hosts and Guests
When complaints arise between a Host and Guest (e.g., property condition, damage, or conduct issues):
- The Platform may act as a neutral intermediary to facilitate resolution.
- Both parties are required to provide evidence and communicate in good faith.
- booking.bnbhost.ca's determination, based on evidence and applicable policies, shall be final and binding unless otherwise required by law.
8. Fraudulent or Abusive Complaints
Submitting false, malicious, or exaggerated claims is strictly prohibited.
Users found engaging in such behavior may have their accounts suspended or terminated.
booking.bnbhost.ca reserves the right to pursue civil or criminal remedies in cases of fraud or defamation.
9. Recordkeeping
All inquiries, complaints, and resolutions are recorded and stored securely for a minimum of 24 months for quality assurance, regulatory compliance, and dispute verification purposes.
Records may include:
- Correspondence logs;
- Screenshots, attachments, and photographs;
- Booking and payment history; and
- Investigation notes and outcomes.
10. Non-Retaliation Policy
Guests and Hosts who submit legitimate complaints in good faith will not be penalized, blacklisted, or discriminated against in any way.
However, repeated or frivolous complaints intended to harm reputation or delay payment processing may result in account review or suspension.
11. Governing Law and Jurisdiction
This Policy and all related complaints shall be governed by and construed in accordance with the laws of the Province of British Columbia, Canada, and the federal laws of Canada applicable therein, without regard to conflict-of-law principles.
Any disputes not resolved internally shall be subject to the exclusive jurisdiction of the courts of Vancouver, British Columbia, Canada, or, at booking.bnbhost.ca's discretion, binding arbitration in that jurisdiction.
booking.bnbhost.ca reserves the right to pursue proceedings in other jurisdictions where necessary to enforce rights or judgments.
12. Acknowledgment and Acceptance
By using booking.bnbhost.ca, making a booking, or submitting any payment, you acknowledge that:
- You have read and understood this Contact and Complaint Resolution Policy;
- You agree to follow the outlined procedures before initiating external disputes or chargebacks; and
- You accept that booking.bnbhost.ca's internal findings shall serve as binding evidence in any subsequent chargeback or legal process.