GetawayShield: help when a stay goes wrong, and damage claims

GetawayShield is a guarantee from OzGetaways and a claims process run by our team. It is not insurance. The full details are on the GetawayShield page.

For guests

If the host cancels, you cannot get in, or the place is not as described or unsafe, use Urgent help on your booking. It opens a GetawayShield case, and a person on our team responds within an hour. We give the host a fair chance to fix it, then help you rebook or refund you. You can follow the case and add to it on your booking page.

For hosts: damage claims instead of a bond

No bond is taken from guests. If something is damaged:

• Claim from the booking within 14 days of check-out, with photos and a receipt or quote.
• Your guest has 72 hours to accept, offer a lower amount, or give their side.
• If you do not agree, OzGetaways decides: all, part or none, with reasons.
• An agreed or approved amount is charged to the guest's saved card and paid to you, with no fee.
• If the guest cannot pay, GetawayShield pays you from its fund, up to $5,000 a stay.

A guest's open case about a stay can hold that stay's payout until it is sorted out. We show you why on the booking.

What it does not cover

Money paid outside OzGetaways, travel costs, your own cancellations, belongings, injury and liability, wear and tear, and damage that was there before the stay. OzGetaways does not provide liability cover; hosts need their own policy for paying guests.