The CoDNX Guarantee
Booking a place you have never seen is a leap of trust. If a booking does not turn out the way the listing said it would, this is what we step in for and how to ask us.
What is covered
If any of these happen, report it and we will work out a fix with you.
The listing was not as described
Rooms, amenities, location or the space itself differ in a major way from the listing and photos.
A host cancels a confirmed booking
You are not left stranded. We help you rebook, or refund what you paid.
You cannot check in because of the host
The host is unreachable or the space is unavailable when you arrive.
An experience does not take place
The host does not show or the experience is cancelled without a workable alternative.
What is not covered
Being clear about limits is part of being trustworthy.
- Change of plans or personal circumstances (see Cancellation options)
- Minor differences, such as a different lamp or a rearranged room
- Problems you did not report within the reporting window
- Damage or losses caused by a guest, or a dispute between guests
- Payments made outside CoDNX
How to make a claim
Report it promptly
Use the report form within 48 hours of the problem. The sooner, the easier it is to help.
Show what happened
Add photos, messages and booking details. Do not delete the conversation with the host.
We review
A person reviews your claim and may ask the host for their side. We aim to decide within 5 business days.
We resolve it
Depending on the case: help finding another place, a partial refund or a full refund.
We confirm every report within 2 business days, and decisions follow once we have what we need.
Common questions
Something not right with a booking?
Report it as soon as you can and a person will take it from there.