24/7 TrustStay support
Need help with a booking, cleanliness photos, payout setup, or a refund request? Our support team is available around the clock.
AI customer service
Fast guidance for location, room, cleanliness, photo evidence, refund, and booking issues.
Hi, I’m the TrustStay AI support assistant. Tell me what happened — cleanliness, room problem, location issue, photos, refund, or payment — and I’ll guide you to the right next step.
Need human review? Create a ticket so TrustStay support/admin can track the case.
Guidance only. Emergency or final refund/payment decisions still require human support/admin review.
Email support
support@gotruststay.com
Availability
24/7 customer service
For urgent stay problems
If the property does not match the owner’s cleanliness photos, upload your arrival photos in the booking page before requesting a refund. TrustStay compares both sides of the evidence before resolving disputes. For strong smells/fumes, photos may not prove the issue, so write a clear timeline and keep owner messages or replacement-stay proof.
If you feel unsafe
Leave if safe
Do not stay in a property if you feel physically unsafe, dizzy, sick, or affected by strong fumes.
Call local emergency services
TrustStay support is not a replacement for emergency help.
Document only when safe
Photos help, but smells/fumes may need timeline, messages, and replacement-stay proof.
What we can help with
Photo evidence
Help with owner photos, guest arrival photos, and evidence review.
Refund requests
Support for cleanliness disputes and refund decisions.
Location problems
Help if directions, address details, or arrival instructions do not match.
Safety & habitability
Urgent help for gas, paint/chemical fumes, mold/sewage odor, smoke smell, or unsafe stay conditions.