Trust & Safety
How We Protect Your Booking
Identity-verified hosts, reviews tied to completed stays, Stripe-processed payments, and a documented refund and dispute process.
Verification
What we check before a listing or a review appears.
Host identity verification
Hosts complete identity verification as part of onboarding, before any listing goes live.
Reviews from completed stays
Only guests with a completed booking can review a property, so every review is tied to a real stay.
Secure Payments
Card data never touches our servers. Stripe processes every payment.
Payments handled by Stripe
Card details go directly to Stripe and are never stored on our servers. Stripe handles PCI-DSS compliance.
3D Secure card checks
Card payments support 3D Secure (3DS) authentication through Stripe for an extra layer of protection.
Signed payment confirmations
Payment confirmations arrive through Stripe webhooks and are verified with cryptographic signatures.
Refunds & Disputes
If a stay doesn't go as planned, here's exactly what happens.
A dispute process in writing
If something goes wrong, open a dispute with your evidence attached. Cases are reviewed against the booking's stated policies.
Refund estimates up front
Before you request a refund, you can see the estimate the cancellation policy produces. No guessing.
Policy-based refunds
Approved refunds are processed automatically according to the cancellation policy agreed at booking time.
Getting Help
Self-serve guides first, a real conversation when you need one.
Help center and guides
Step-by-step guides for booking, hosting, and safety topics, available any time.
Talk to a person
Reach us through the contact page for anything the guides don't cover.
Book with the full picture
See the total price before you pay, check host verification, and read reviews from completed stays.
