Our team is made up of real people who live in and love the South. Whether you are a traveler with a booking question, a host with a listing issue, or a landlord setting up your first long-term rental — we've got you.
Your request has been logged and assigned to a Hometel support specialist. You will receive a response at your email address within 2 hours during business hours (9am–8pm CT, 7 days/week).
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Document everything with photos and contact us immediately — ideally within 2 hours of arrival. Submit a support request above marked as High priority, attach your photos, and we will investigate right away. If the property materially misrepresents itself, you are entitled to a full refund or alternative accommodation at no extra cost. Do not check out without contacting us first — leaving the property without reporting the issue may affect your refund eligibility.
Cancellation policies vary by property — check your booking confirmation for the specific policy that applied at the time of booking. Most Hometel properties offer free cancellation within 48 hours of booking. After that, a sliding scale applies based on how close to the check-in date you cancel. Submit a cancellation request through your account dashboard or email support@hometelvacationrental.com with your booking reference number.
First try messaging your host directly through the Hometel platform — they typically respond within minutes. If you can't reach the host within 15 minutes, email support@hometelvacationrental.com with your booking reference and mark it Urgent. Our emergency team will escalate to the host immediately and arrange alternative access or accommodation if needed. We have a 24/7 emergency line for active booking issues.
Most listings are reviewed and verified within 4–8 hours of submission during business hours. You will receive an email confirmation once your listing is approved and live. If your listing has been pending for more than 24 hours, email hosts@hometelvacationrental.com with your listing ID and we will escalate the review.
For vacation and monthly bookings, host payouts are released 24 hours after guest check-in, provided no disputes are filed. Payouts are processed via ACH bank transfer and typically arrive within 1–3 business days depending on your bank. For long-term residential leases, rent payments from tenants are transferred to your account on the first business day of each month. You can view all pending and completed payouts in your host dashboard.
Document all damage immediately with timestamped photos before cleaning or repairing anything. Submit a damage claim within 24 hours of guest checkout by emailing hosts@hometelvacationrental.com with photos, an itemized damage list, and repair estimates. Hometel's Host Guarantee covers claims up to $10,000 per stay. Include your booking reference number in all correspondence. Do not contact the guest directly about the claim — let Hometel mediate.
Double charges occasionally occur due to payment processing delays. Email support@hometelvacationrental.com with your booking reference and a screenshot of both charges. We will investigate within 2 hours and initiate a refund for the duplicate charge within 1 business day. The refund typically appears on your statement within 3–5 business days depending on your card issuer.
Log into your Hometel account and go to Account Settings → Profile to update your email address or password. If you are locked out of your account, click "Forgot password" on the login page to reset via email. If you no longer have access to your registered email address, contact support@hometelvacationrental.com with identity verification information and we can update your account manually.