What actually happens between a host pressing submit and a guest walking in, and what we do when something goes wrong.
When you book a room from someone you've never met, you're taking their word for a lot. That the space exists. That it looks like the photos. That the person letting it is actually allowed to. We can't take away all of that uncertainty, but we can take away a good part of it. Here's what we do, and what we don't.
Every listing is reviewed
When a host submits a space, it doesn't go live straight away. Someone on our team reviews it first, usually within 24 hours. We look at the photos and the safety details, and we check the host's proof that they have the right to let the space. If something doesn't add up, we ask questions or turn the listing down.
Hosts can verify who they are
Hosts can also verify their identity. They upload a government-issued ID and take a live selfie, which we compare against the photo on the ID. They show us proof of a bank account in their own name, and business hosts send their CAC certificate. Hosts who pass get a Verified host badge on their profile, so you can see who has been through it.
Those documents stay private. Only the reviewer handling the case can see them, every time one is opened it's logged, and they're never shown to guests or other hosts.
Your money is held until the booking is over
You pay through the app, so there's no cash changing hands and no transferring money to a stranger's account. The host isn't paid until the booking is over and you've checked out. If the host declines or cancels, the full amount goes back to your wallet.
Reviews go both ways
After each booking, the guest reviews the space and the host reviews the guest. Reviews have to be about a booking that actually happened, and we remove the ones that break our rules. Over time, that gives everyone a track record to go on.
When something goes wrong
You can report a listing, a review, a message or a profile from the app. We review reports within 24 hours, and we remove content and suspend accounts that break our rules. You can also block someone, and they won't be able to message you.
If a booking itself goes wrong, contact support. We look at both sides before deciding anything, and we may hold the host's payout while we work it out.
What we don't do
We don't visit every space in person, and verification isn't a guarantee about the room itself. It tells you we've checked who the host is and that their documents hold up. The rest comes from the listing, the reviews and your own judgement. If something feels off, message the host before you book, or get in touch with us.
