What Should I Do If There's a Problem With a Venue?
If something goes wrong with your booking or during your event, here is how to approach it.
Haveaspot’s Role
Section titled “Haveaspot’s Role”Haveaspot operates as an intermediary platform — we connect Bookers with Venues, but we are not a party to the rental agreement between you and the Venue. The Venue is solely responsible for:
- The condition and safety of the Listed Premises
- The accuracy of their listing information
- Honouring the booking you confirmed with them
- Complying with applicable laws and maintaining appropriate insurance
This means that most disputes about the quality, condition, or conduct of a Venue must be resolved directly with the Venue.
Step 1 — Contact the Venue Directly
Section titled “Step 1 — Contact the Venue Directly”If you have an issue, raise it with the Venue in good faith through the Platform’s messaging system. Be clear and factual about:
- What the problem is
- When it occurred
- What outcome you are looking for
Many issues can be resolved quickly through direct communication.
Step 2 — Contact Haveaspot
Section titled “Step 2 — Contact Haveaspot”If you have been unable to resolve the issue directly with the Venue, or if the matter involves a potential breach of our Terms, contact us at support@haveaspot.com.
Haveaspot may offer non-binding assistance at our discretion — we cannot compel a Venue to act in a particular way, but we will do our best to help where we can.
Step 3 — Alternative Dispute Resolution
Section titled “Step 3 — Alternative Dispute Resolution”If the matter cannot be resolved through direct contact or with Haveaspot’s assistance, you may have access to Alternative Dispute Resolution (ADR) as a consumer. See What Is Alternative Dispute Resolution (ADR)? for more information.
Listing Inaccuracies
Section titled “Listing Inaccuracies”Venue listings are created and maintained by the Venues themselves. While Haveaspot requires Venues to provide accurate information, we do not independently verify all listing content. If you believe a listing contained materially inaccurate information that affected your booking, please contact us.
Urgent Issues
Section titled “Urgent Issues”If you face an urgent issue during your event — such as a serious safety concern — deal with any immediate risk first (contact emergency services if necessary), then notify the Venue and Haveaspot as soon as you are able.