At Stay UK, we are committed to ensuring exceptional experiences for both guests and hosts. To maintain the integrity and quality of our platform, hosts are required to adhere to the following guidelines:
1. Accurate Listing Representation:
Hosts must provide accurate and truthful descriptions, photos, and amenities of their property. Any discrepancies or misleading information will not be tolerated.
2. Cleanliness and Maintenance:
Hosts are responsible for maintaining a clean and well-maintained property. This includes regular cleaning between guest stays, ensuring all amenities are in working order, and promptly addressing any maintenance issues that may arise.
3. Availability and Responsiveness:
Hosts must be available and responsive to guest inquiries, requests, and concerns in a timely manner. This includes promptly confirming bookings, providing necessary information to guests, and being reachable throughout the duration of their stay.
4. Compliance with Laws and Regulations:
Hosts must comply with all local laws, regulations, and zoning ordinances pertaining to short-term rentals. This includes obtaining any necessary permits or licenses required by local authorities.
5. Respect for Guests:
Hosts must treat guests with respect and courtesy at all times. This includes respecting their privacy, providing a welcoming environment, and addressing any concerns or issues with professionalism and empathy.
6. Safety and Security:
Hosts must prioritize the safety and security of their guests. This includes providing clear instructions for emergency procedures, ensuring the property is equipped with necessary safety features (such as smoke detectors and fire extinguishers), and maintaining secure access to the property.
7. Cancellation Policy:
Hosts must adhere to the cancellation policy agreed upon at the time of booking. Any changes to the cancellation policy must be communicated clearly and in advance to guests.
8. Transparent Pricing:
Hosts must clearly disclose all fees, charges, and taxes associated with the booking. Hidden fees or unexpected charges are not permitted.
9. Professional Conduct:
Hosts must conduct themselves in a professional manner at all times when interacting with guests and representing Stay UK. This includes refraining from discriminatory behavior, harassment, or any other conduct that may negatively impact the guest experience.
10. Check-In and Check-Out Procedures:
Hosts must provide clear instructions for check-in and check-out procedures, including key exchange or access codes. They should accommodate reasonable requests for early check-in or late check-out whenever possible.
11. Property Security:
Hosts are responsible for safeguarding the security of their property and belongings. This includes ensuring that valuables are stored securely, and any personal items are removed or safely stored away from guest access.
12. Guest Screening and Verification:
Hosts may implement reasonable guest screening measures to ensure the safety and security of their property. However, hosts must comply with anti-discrimination laws and cannot discriminate against guests based on race, ethnicity, nationality, religion, gender, sexual orientation, or other protected characteristics.
13. Noise and Nuisance Policies:
Hosts must establish and enforce reasonable noise and nuisance policies to ensure a peaceful environment for both guests and neighbors. Excessive noise or disruptive behavior may result in penalties or eviction from the property.
14. Pet Policies:
If pets are allowed on the property, hosts must clearly communicate any pet-related rules or restrictions to guests in advance. Hosts should also ensure that the property is clean and free of pet allergens for guests with allergies.
15. Environmental Responsibility:
Hosts are encouraged to adopt environmentally friendly practices, such as recycling, conserving energy and water, and using eco-friendly cleaning products. By promoting sustainability, hosts contribute to a more responsible and eco-conscious travel experience.
16. Insurance Coverage:
Hosts are responsible for obtaining adequate insurance coverage for their property, including liability insurance to protect against accidents or damages caused by guests. Stay UK recommends that hosts review their insurance policies to ensure they are adequately protected.
17. Feedback and Reviews:
Hosts should actively solicit feedback from guests to continually improve the quality of their hosting experience. They should also respond promptly and professionally to guest reviews, addressing any concerns or issues raised by guests.
18. Compliance with Stay UK Policies:
Hosts must comply with all Stay UK policies, including our Terms of Service, Community Guidelines, and any other applicable policies or agreements. Failure to comply with these policies may result in penalties, including suspension or removal from the Stay UK platform.
By adhering to these additional guidelines, hosts can help ensure a safe, enjoyable, and memorable experience for guests staying at their property through Stay UK.