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Policies & Legal

What is SNAD (Significantly Not As Described)?

Updated 2026-06-02

SNAD, or "Significantly Not As Described," refers to a situation where a rental property is materially different from how it was advertised on a booking platform. This goes beyond minor inconveniences and points to a fundamental misrepresentation of the property.

Guests can file a SNAD claim with the booking platform or payment processor to seek resolution, which often involves a refund. These claims are a critical consumer protection mechanism within the e-commerce framework of online travel agencies.

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How it works

When a guest arrives at a property and finds it to be significantly different from the listing, they typically begin by documenting the discrepancies with photos or videos. The next step is to contact the property manager or host to report the issues.

If the host is unable or unwilling to resolve the problem, the guest then files a formal SNAD claim through the booking platform's resolution center. The platform reviews the evidence provided by both the guest and the host to make a ruling, which can result in a partial or full refund, relocation assistance for the guest, or dismissal of the claim.

Why it matters

For property managers, SNAD claims can result in significant financial loss through chargebacks and refunds, as well as damage to their reputation via negative reviews. Repeated SNAD claims can lead to penalties from OTAs, including lower search rankings or removal from the platform.

For guests, the SNAD process provides a crucial safety net, ensuring they are protected from misleading advertising and have recourse if a property is not what they paid for. Ultimately, the concept encourages hosts to maintain accurate and honest listings.

Examples

  • A guest books a cabin advertised with a hot tub, but upon arrival, discovers the hot tub is broken and has been for weeks.
  • A listing for a 4-bedroom house is booked for a large family, but one of the bedrooms is being used for owner storage and is locked, leaving the guests short a room.
  • A traveler books an apartment described as being in a "quiet, residential area," but it is located directly above a noisy nightclub that operates until 3 a.m.
  • The photos in a listing show modern, new furniture and a renovated kitchen, but the actual apartment has old, stained furniture and original, non-functional appliances.

Frequently asked questions

What is the difference between a minor issue and a SNAD claim?+
A minor issue is typically something easily remedied, like a burnt-out lightbulb or a shortage of towels. A SNAD claim arises from a major discrepancy that fundamentally alters the stay, such as a missing key amenity (like a pool), a wrong location, or a serious cleanliness issue that makes the property uninhabitable.
How can hosts prevent SNAD claims?+
Hosts should regularly audit their listings to ensure all photos, descriptions, and amenity lists are accurate and up-to-date. Using a channel manager helps ensure details are consistent across all booking platforms. If a key feature becomes temporarily unavailable, hosts must proactively communicate this to booked and potential guests and update the listing.
What kind of evidence is needed for a SNAD claim?+
Guests should provide clear, time-stamped evidence. This usually includes photos and videos comparing the actual state of the property to the listing's photos or description. Written communication with the host attempting to resolve the issue is also valuable evidence.
Can a property's cleanliness lead to a SNAD claim?+
Yes, if the property is extremely dirty to the point of being unsanitary or uninhabitable. A few specks of dust would not qualify, but evidence of filth, pests, mold, or leftover trash and messes from previous occupants could certainly be grounds for a successful SNAD claim.
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