Visitor help
Help that tells you the truth
Choose what fits your situation. We will tell you plainly what we can do, what happens next and where the limits are.
What do you need?
General help
Questions about bookings, stays, guides, culture or getting around.
What happens next
- 1Write to us on the contact page, with a booking reference if you have one
- 2You get a reference such as VH-C-AB12C straight away
- 3Our team replies by email
What we cannot do
- We cannot promise a reply time before service levels are set
A service problem
Wi-Fi, electricity, food, a room, a payment or a provider.
What happens next
- 1Describe the problem and the place on the contact page
- 2We record it and take it up with the provider
- 3You can check its status with your reference
What we cannot do
- We only say a case was received by someone else once they acknowledge it
A safety concern
Something worrying that is not happening right now.
What happens next
- 1The report is handled with restricted access
- 2We share only what is necessary, through an approved process
- 3We never share your location unless you choose to
What we cannot do
- A report here is not a call for help and does not start an emergency response
Right now, in danger
You or someone near you needs urgent help.
What happens next
- 1Contact the official emergency services directly
- 2Move to a safe place if you can
What we cannot do
- Virtual Harar is not an emergency dispatch service and cannot send help
Official emergency numbers
Look up the official emergency number for your location and call it directly.
Follow your message
Every message gets a unique reference. You can check where it stands on the contact page with that reference and your email address.
- 1 Received
- 2 Being looked at
- 3 Waiting for your reply
- 4 Resolved
What you can write to us about
- A general question
- A booking
- A service problem
- Becoming a provider
- Something else
