If you have booked a room in Korea and it is different from your expectations, the first thing on your mind will likely be, "Who should I contact?" It can be confusing whether to complain to the platform or speak directly to the host. In this article, we will clarify the difference between the two roles and provide a guide for situational response.
Quick Summary
Issues at the scene to the host: For issues requiring immediate resolution like facility failure or cleanliness, inform the host first.
Platform intervention for unresolved issues: If the host does not respond or an agreement cannot be reached, request mediation from the customer support immediately.
1. There is a problem with my room. Who should I talk to first?
For physical issues such as broken facilities, noise, or cleanliness within the room, you should first contact the host who directly manages the accommodation. In situations where immediate action is required on-site, the host, who has Maintenance authority, can provide the fastest solution. This is because it is more efficient for a host to visit personally or call a technician for issues like a burnt-out light or a malfunctioning air conditioner than it is for a platform's customer center to intervene.
The Tenant must immediately request corrective action from the Host.
The Tenant must secure evidence of the issue, such as photos or videos.
The request for corrective action must be submitted to the Host within 48 hours from the time the issue is identified.
Failure to report the issue within this timeframe may limit the ability to verify the issue and may affect subsequent support or remedies.
2. Before and after signing the lease, how do I contact the host?
To contact the host effectively, you should use the official messaging system provided by the platform to ensure your communication is documented and secure.
For a detailed step-by-step guide on reaching out to your host, please refer to our official support article: How to contact the host. Using official channels allows Customer Support to verify the conversation history and intervene quickly for mediation if necessary.
3. What to do if the Host is not responding?
Understanding how our messaging system delivers notifications can help you get a faster response. When you send a message, the System automatically sends a push notification to the Host's mobile device approximately 10 minutes later. This means that each additional message you send may trigger another notification — so following up more than once can naturally increase the chance of your message being seen sooner.
Understanding Host Types:
It's helpful to understand that Hosts on our platform generally fall into two categories: Corporate Hosts (B2B) and Individual Hosts (B2C).
🏢 Corporate Hosts (B2B) are businesses or companies that manage properties as part of their operations. Because they follow standard business hours, inquiries sent to Corporate Hosts may take one or more business days to receive a response.
👤 Individual Hosts (B2C) are typically owner-operators — the person managing the property is often the owner themselves. As a result, inquiries to Individual Hosts tend to be answered more quickly.
Understanding Response Delays:
A delayed reply from a Host is rarely out of the ordinary. Hosts are people too, and everyday circumstances — a busy schedule, a day off, or a simply missed notification — can affect how quickly they get back to you. We work to maintain a trustworthy community of Hosts on our platform, so an occasional quiet period on a Host's end is usually nothing more than that.
That said, if the silence continues longer than you'd expect, the best next step depends on where you currently stand:
If you have already signed a contract and are staying at the property: Please contact the Platform during our customer service hours. We will do our best to help re-establish communication with your Host so that your living experience is not disrupted.
If you are still in the pre-booking stage and exploring options: You are always welcome to consider other Hosts whose responsiveness better fits your preferences. Many Tenants find that reviewing a Host's typical message response rate before making a decision is a helpful way to set expectations early and find the right match.
Landlord explaining digital door lock to foreign tenant
Your Supportive Partner for Settling in Korea
Unexpected accommodation issues can be flustering, but they are a process that can be resolved if you know the correct way to respond. Enkostay will always be with you as a site that connects you with verified hosts to mediate safe and quality housing for foreigners, ensuring you feel secure throughout your stay from the moment you find your first home in Korea. 🏠