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Top Tier Coverage™ for Guests
Top Tier Coverage™ is our built-in guest protection program designed to provide peace of mind if something doesn’t go as planned with your stay. When eligible, we’ll assist with rebooking or provide a full or partial refund in accordance with Top Tier Properties guidelines.
Here’s how we can help
You may be eligible for support if:
Your reservation is canceled prior to check-in
There’s an issue accessing the property
The accommodation is materially different from what was advertised and the issue cannot be resolved
When applicable, our team will help locate a comparable accommodation based on location, amenities, and availability at similar pricing. If a suitable alternative is unavailable or you prefer not to rebook, a full or partial refund—including applicable service fees—may be issued.
How Top Tier Coverage™ Works
Top Tier Coverage™ is designed to support guests in the event of significant booking-related issues, such as:
A reservation cancellation before arrival
Essential services not functioning during the stay (e.g., heating during winter months)
Fewer bedrooms than listed
A different accommodation type than advertised (for example, a private room instead of an entire home)
A major advertised amenity—such as a kitchen or pool—not being available
Please note: Top Tier Coverage™ does not apply to minor inconveniences (such as small appliance issues).
Resolving Issues During Your Stay
Your Top Tier Property Managment Host should always be your first point of contact if any concerns arise. If an issue occurs during your stay, please follow these steps:
Document the issue
Capture photos or videos to clearly show the concern.Contact your host promptly
Notify the host within 72 hours of discovering the issue and allow them an opportunity to resolve it.Contact Top Tier Support
If the host is unresponsive or unable to resolve the issue, reach out to our support team immediately.Coverage review
If the issue qualifies under Top Tier Coverage™ and you choose to leave, we’ll assist with finding comparable accommodations where available. If rebooking isn’t possible or preferred, a full or partial refund may be issued.
24/7 Guest Safety & Support
Our support team is available 24/7 via phone, email, or chat.
If you ever feel unsafe, you’ll receive priority access to specially trained safety support agents who can assist directly or connect you with local emergency services at any time, day or night.
Payment Security
Your payment is handled securely using trusted, industry-standard infrastructure, including Stripe’s encrypted payment processing systems.
We never store full payment details
All transactions are protected using modern security and encryption practices
Verified reservations help ensure booking legitimacy
Added Protection & Coverage
In addition to secure payments and verified reservations, select stays may be supported by up to $250,000 in property and liability coverage, where applicable.
This added layer of protection helps support both guests and properties should an unexpected issue arise.