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What to Do If Your Rental Apartment Doesn’t Match the Listing – A Tenant’s Guide for 1–12 Month Stays in Southeast Asia

Published July 6, 2026 · 2 min read

You book a long-term rental in Vietnam, Thailand, or Indonesia expecting the photos to reflect reality. But what if the air conditioning doesn't work, furniture is damaged, or the place looks completely different? Here's what to do.

What to Do If Your Rental Apartment Doesn’t Match the Listing – A Tenant’s Guide for 1–12 Month Stays in Southeast Asia
What to Do If Your Rental Apartment Doesn’t Match the Listing – A Tenant’s Guide for 1–12 Month Stays in Southeast Asia

1. Document Everything Immediately

Take photos and videos with timestamps as soon as you notice an issue. Write down a list of problems. This evidence is crucial when contacting the property manager or booking platform.

2. Contact the Property Manager or Booking Platform

Contact the property manager or booking platform immediately. Use the in-app messaging or email — keep everything in writing. Explain the issues clearly and attach your evidence. Many problems are fixable: a broken appliance can be repaired, a missing item can be replaced. Communication within the platform creates a clear record.

3. Escalate If Unresolved

If the property manager doesn't respond or refuses to fix issues within 24–48 hours, escalate to the booking platform's customer support (or local consumer protection if booked directly). Provide your documentation. Depending on severity, options include repair, partial refund, or a move to a different apartment.

Why Book Through a Reputable Platform?

  • All communication is recorded — no he-said-she-said.
  • The platform has a direct relationship with the property manager and can apply pressure.
  • Your security deposit may be held by the platform, giving you leverage.
  • Customer support is available via chat or phone throughout your stay.

Important: Never accept cash or off-platform promises. If a property manager asks for extra payment or a contract outside the system, contact the platform immediately. Always keep payments and communication within the platform to protect your rights.

If You Booked with Well Travel

If you're a Well Travel tenant, you're not on your own. Contact us through the in-platform chat, describe the issue, and attach your evidence. We'll take it from there — contacting the host, negotiating repairs or a partial refund, and arranging a move if needed. We handle everything so you can focus on enjoying your stay.