Everything on this site is public. You can read it without an account, on any device, at any hour.
Asking a question
The Ask box answers in your own words, using only the articles published here. It shows you which articles it used. If nothing here covers your question, it tells you so rather than guessing — and the question is logged so somebody writes it up.
Articles with a padlock
A few articles apply to your specific booking, so they ask you to sign in first. You sign in with the confirmation code from your booking and the name on it — the code from Booking.com or Airbnb works, and so does the reference we sent you.
Signing in never takes you somewhere else. You stay on the page you were reading and the padlock simply opens.
When you need a person
If something is urgent — you cannot get in, there is no water or power, or you feel unsafe — contact us directly rather than reading. Your booking confirmation carries the number to call.