Trust and Safety
How we check who is here, how your money is protected, and what happens when something goes wrong.
Who is on the platform
Everyone books and hosts under a real account with a confirmed email address. Hosting and traveling are separate accounts, so somebody managing listings is never also acting as a guest under the same login.
For hosts we ask for the payout details we will send money to, which ties a real bank account or mobile money number to the listing.
Full identity document checks are on our roadmap, not in place today. We would rather tell you that than imply a verification we do not yet perform.
Every listing is reviewed
No listing appears on the site until a person on our team has looked at it. We check the photographs are of the actual property, that the description matches, and that there is a real address. A listing cannot even be submitted for review without at least three photographs and an address.
We remove listings that turn out to be inaccurate, and we can suspend a listing while we look into a report.
Your money
- Payments go through Stripe. Your card number never reaches us. We could not see it if we wanted to.
- The price is calculated by our server from the listing itself. Nothing your browser sends can change what you are charged.
- We hold the money until you arrive. The host is only paid after they confirm your check-in, which means a host who never lets you in is never paid.
- Once a booking is made, its money cannot be edited. The amounts are frozen by the database itself.
Your address and your details
A property's exact address is only shown to a guest whose booking is confirmed, and it stops being shown if the booking is cancelled. Your email address and phone number are never shown to a host. Messages go through the site.
If something goes wrong
- 1Tell the host first, if it is safe toMost problems are solved in one message: a key that does not work, a missing towel.
- 2Report it to usUse the Report a Problem page, or the button on your booking. Tell us the booking reference and what happened.
- 3We look into itA member of our team reads every report. We can see the booking, the payment and the messages, so you do not have to prove the basics.
- 4We decide and tell youWe can hold the host's payout while we look, arrange a refund, or remove a listing. You will get our answer in writing.
If you are in danger, contact the local emergency services first. We are a small team and we cannot reach you faster than they can.