FAQs
How are my personal details and payment information protected?
We enforce high-grade security protocols across the platform:
- All data transmitted across our site is encrypted using SSL/TLS standards.
- Payment information is processed via PCI-DSS compliant payment gateways (such as Stripe and PayPal). We never store raw credit card details on our servers.
- Private contact details (such as direct phone numbers and exact property addresses) remain hidden until a booking is fully confirmed.
What happens if a property is damaged during a stay?
We provide comprehensive coverage policies alongside customizable security deposit options:
- Host Guarantee / Cover: Every qualified booking includes standard property protection against accidental property damage up to a specified threshold.
- Security Deposits: Hosts can set refundable security deposits on their listings. If damage occurs, hosts must submit evidence (photos/receipts) through our Resolution Center within 48 hours of checkout to request a claim payout from the deposit.
What is the cancellation and refund policy?
Hosts choose one of three standard cancellation policies for their listing:
- Flexible: Full refund up to 24 hours before check-in.
- Moderate: Full refund up to 5 days before check-in.
- Strict: 50% refund up to 14 days before check-in.
- Note: Platform service fees may be non-refundable depending on the timing of the cancellation.
How do check-in and key exchange work?
Check-in methods depend on the host’s setup and are detailed in your booking confirmation email and guest dashboard:
- Self Check-in: Smart lock codes, key lockboxes, or keypad entry details are sent 24–48 hours prior to arrival.
- In-Person Check-in: The host or property manager meets you on-site to hand over keys and walk you through the property.
What should I do if the property does not match the listing or an issue arises during my stay?
If you encounter cleanliness issues, missing amenities, or safety concerns:
- Contact the Host: First, notify your host immediately via platform messaging to give them a chance to rectify the issue.
- Contact Support: If the host does not resolve the issue within 24 hours, contact our 24/7 Support Team with photo/video evidence. If the property is deemed uninhabitable, we will assist in rehousing you or issuing a refund.
Can I request an early check-in or late check-out?
Early check-in or late check-out requests are subject to availability depending on our cleaning schedule between guests. Please contact us at least 24 hours in advance to request flexible timing, and we will do our best to accommodate you!
Who do I contact if I need help or if an issue arises during my stay?
Please contact us at least 24 hours in advance to request flexible timing, and we will do our best to accommodate you!