1. How it usually happens
You arrive at the B&B after a long journey, maybe with a dying phone battery. Self check-in should be quick... but the code does not unlock the door, the intercom goes unanswered, or the entrance is different from what was indicated.
When you finally get in, other problems may emerge: rooms different from photos, questionable cleanliness, missing amenities, undeclared shared spaces.
On the host's side, often everything "seems fine": instructions sent, access functioning, compliant property. On the guest's side, however, the experience is concrete: waiting outside, access difficulties, actual conditions different from those promised.
A typical anecdote: someone arriving late at night faces a locked door and a number ringing out. At that moment the priority is getting in, but those exact minutes make the difference if a dispute is needed later. It takes just seconds with your phone to create a useful trail.
2. What you need to prove
The key point is to prove that the access and/or the B&B's conditions did not match what was communicated or promised.
You need to make these elements clear:
- difficulty or impossibility of access (locked door, wrong code, missing instructions)
- waiting times and attempts made
- content of the instructions received (emails, messages)
- actual condition of the property upon entry
- any differences from the advert or booking
Basically, you must show what you expected and what you actually found, in a concrete and verifiable way.
3. What to collect
This is where the most useful part begins: creating clear traces of the situation.
- Video while trying to access (door, keypad, intercom)
- Photo of the entrance and the address
- Screenshot of instructions received (codes, times, directions)
- Chat or email with the host
- Screenshot of the advert with description and amenities
- Photos and videos of the room upon entry
- Details of obvious problems (cleanliness, missing items, different spaces)
- Photos of any undeclared elements (construction work, common areas, shared access)
- Visible time on your phone during recordings
A little trick: if you are outside and cannot get in, film the surrounding area too. It helps provide context and proves you were actually there at that moment.
4. How to proceed
When something doesn't add up, acting immediately is crucial.
Upon arrival:
- attempt access following the instructions
- if it fails, start recording videos and taking photos
- contact the host immediately via available channels
- save all communications
Once inside:
- immediately document the condition of the room
- compare it with the advert on your phone
- report any problems immediately
After gathering the material:
- organise files in a folder
- assign clear, consistent names
- keep everything unmodified
If the situation is significant, you can timestamp the main files to secure both the property's condition and the communications received.
5. Mistakes to avoid
Some mistakes risk weakening your position:
- documenting only after resolving the problem
- not saving the original instructions received
- taking generic photos without useful details
- failing to record access attempts
- modifying or compressing files
A practical tip: avoid relying only on written messages later on. Images and videos taken on the spot tell a much better story.
Documenting immediately and keeping files in their original form gives you a clear and coherent base for any dispute.
6. After documenting
With all the material ready, you can move forward more confidently.
- contact the host and request a solution or refund
- if booked via a platform, open a report
- attach clear, organised evidence
- keep all replies received
If the situation is unresolved, you can turn to European consumer protection services or dispute resolution systems.
Having precise documentation ready allows you to tackle the situation with a clear head, without having to reconstruct facts long after.