Trust and Safety Guidelines

Welcoming guests into your property can be a rewarding experience, but it’s important to take steps to protect both your space and your peace of mind. These guidelines will help you set clear expectations, keep your property safe, and ensure a positive experience for you and your guests.

Be Clear and Transparent

When creating your listing, be honest about your property and its location. Highlight what makes it special, but also mention any quirks to help guests arrive with the right expectations. If you live on the property or plan to meet guests in person, a warm welcome and quick walk-through can help set the tone.

Get to Know Your Guests

Use our messaging system before check-in to connect with guests and learn more about who’s staying. You are also allowed to request guests’ identification on arrival for verification purposes. Tip: Keep all communication on our platform until the guest arrives and avoid sharing personal details in advance.

Set House Rules That Work for You

House rules help guests understand what’s expected and give you peace of mind. Include rules about pets, parties, smoking, quiet hours, and more in your host profile so guests see them upfront. You can also leave a printed copy in your property as a friendly reminder.

Keep Your Property Safe

Breakage Deposit

Pack away items with sentimental value before guests arrive. You can also set up a breakage deposit on your profile to help manage expectations and add an extra layer of protection from potential damage. This deposit is collected upfront from the guest and can be used to cover repair costs if damage occurs during their stay.

Insurance

While it’s rare for guests to cause damage, it’s worth confirming with your insurer whether you are covered for short-term rentals. Be clear that you are running a business and ask about any specific cover you might need.

Do a Quick Safety Check

Before each booking, check that everything is in good working order. Double-check locks, appliances, and anything that could pose a risk, such as portable heaters or outdoor braais.

Have a Backup Contact

If you will not be nearby during a guest’s stay, arrange for a neighbour, friend, or caretaker to be available in case of an emergency.

Keep Track of Your Inventory

Maintain a simple list of what’s in your property, such as kettles, TV remotes, artwork, and furniture, so you can quickly check that everything is in place after check-out.

If Things Don’t Go as Planned

Even with the best preparation, issues can occasionally arise. If something comes up during a guest’s stay, try to resolve it directly with them first. If the matter cannot be resolved or you need further assistance, please contact our bookings team, ideally while the guest is still at your property, so we can help you quickly. We aim to make hosting as smooth and stress-free as possible, and we are always here to support you.