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Emergency support

If there's an active problem with a rental in progress, don't wait. These are the steps to report it and receive priority support.

If there's a risk to your physical safety, call 911 first (emergency number in Estados Unidos).

VAKA can mediate disputes and support you through the claim process — but it doesn't replace the authorities when there's real danger. Your safety comes first; the item is replaceable.

What counts as an emergency

  • The neighbor doesn't show up or doesn't respond at the agreed time of handover or return.
  • The item arrived damaged or in conditions significantly different from the listing.
  • Fraud or impersonation: the profile doesn't match the person who showed up.
  • Threats or aggressive behavior during coordination.
  • The item wasn't returned after the agreed date and the neighbor doesn't respond.

What to do now

  1. Document everything. Photos, messages within the VAKA chat, any evidence of the item's condition.
  2. Don't leave the VAKA chat. Any communication outside the platform (personal WhatsApp, calls) can't be reviewed by our team and doesn't count as evidence.
  3. Report from your booking. In My rentals, open the affected booking and tap Report problem. It's the fastest channel: the team receives your case along with the booking, the chat and the evidence.
  4. If there was theft or a crime, file a report with the police and keep the case number: it counts as evidence in the claim.

Report from your booking

My rentals → affected booking → Report problem

Priority support, with your booking and evidence on hand

Support email

soporte@vakaland.com

Include the booking number and any evidence you have

What happens next

Our team reviews the case, contacts both parties and resolves it within VAKA's terms. If a damage claim should be opened, the deadlines in the Claims Policy: whoever listed it has 48 hours from the return to report and the other neighbor has 72 hours to respond. If the claim is approved, the amount is deducted from the security deposit and, if that's not enough, the Neighbor Backer covers it up to the amount they agreed to.

For non-urgent problems, use the general guide on Report a problemor check the recommendations on Safety on VAKA.

Emergency support | VAKA