TL;DR: Contact your Host first for property issues. If the problem isn't resolved, reach out to Radius Support with your booking ID, a description, and photos.
Who this is for: 👤 Guest 👥 Booker 🏠 Host
Step 1: Contact your Host
For property-related issues — maintenance, appliances, access problems, cleanliness — your Host is the first point of contact. Message them directly through the Radius platform so there's a clear record of the conversation.
Common issues Hosts can resolve quickly:
Appliance malfunctions (HVAC, dishwasher, washer/dryer)
Lockouts or access issues
Wi-Fi or utility problems
Missing supplies or amenities
🏠 Host: Respond to Guest issues as quickly as possible. Fast resolution leads to better reviews and repeat bookings.
Step 2: Contact Radius Support
If your Host doesn't respond or the issue isn't resolved, contact Radius Support. To help us act quickly, include:
Your booking ID — found in your booking confirmation or dashboard
A description of the issue — what happened, when it started, what you've tried
Photos — if relevant (damage, cleanliness, broken appliances)
👥 Booker: If a Guest you placed reports an issue, you can also contact Radius Support on their behalf with the booking ID and details.
💡 Tip: The more detail you provide up front, the faster the support team can help. Photos are especially useful for property condition issues.
Still need help?
Click the chat icon at the bottom-right of any page on help.bookradius.com, then click Contact Radius Support under "Create a ticket." Full walkthrough in How do I contact Radius?