Host Communication Policy
We will be updating this policy shortly. The current policy below will remain in effect until April 2, 2026. For your reference, the revised policy that will take effect on April 2, 2026 is also set out further below.
***
Host Communication Policy – In effect until April 2, 2026
Summary
Our goal is to ensure every stay goes smoothly. This requires hosts to communicate clearly and respond promptly before and during the guest’s visit.
What’s covered by this policy
On this page, you will find our expectations on communications and responsiveness, along with the actions we may take if hosts don’t meet them. This policy covers:
- How and when hosts must send property access information to guests
- How and when hosts must communicate other important details about a guest’s stay
- Timeframes for hosts to respond to guests’ questions and concerns before and during the stay
Property access instructions
At least 72 hours before check-in, hosts must tell guests when and how they will receive property access instructions. For example, the message can tell guests where to collect a key on the day they arrive, or that a door code will be sent via the Stayz app at 9 a.m. on check-in day.
Hosts must send full property access instructions to the guest before their scheduled check-in time.
If this information is not provided on time and the guest cannot check in - or is at high risk of being unable to check in - it may be treated as a host cancellation under our Host Cancellation Policy. In that case, we will refund the guest in full and help them find alternative accommodation. Hosts may also face additional consequences, including suspension or termination, under our Host Cancellations Policy.
Host response timeframes
Hosts are expected to respond to questions guests have about their stay within a reasonable timeframe.
Where guests are asking questions about critical stay information – hosts are expected to respond within the specific timeframes below.
Examples of what’s considered critical stay information:
- Property access details needed to enter or find the property (e.g., door code, key pickup, directions).
- Plans and timeframes to restore essential services (e.g., utilities, plumbing, heating/cooling) or essential amenities (e.g, oven, refrigerator).
- Health, safety, or security issues (e.g., inoperable door locks, defective smoke detectors, hazards or damage posing imminent risk).
- Accessibility details relevant to the guest’s needs (e.g., steps, barriers, or hazards).
- Service animal information.
Examples of what’s not considered critical stay information:
- Nearby attractions or amenities (e.g., restaurants, parks).
- Nonessential amenities (e.g., TV, toaster, dishwasher).
Hosts must follow the response timeframes below where a guest asks a question about critical stay information:
- 5 or more days before check-in: Respond within 24 hours
- 1 to 4 days before check-in: Respond within 12 hours
- On check-in day and during the stay:
- If the enquiry is received between 8 a.m. and 9 p.m. (property’s time zone), respond within 1 hour
- If received outside these hours, respond by 9 a.m. the following day
Responses to questions about critical stay information must either resolve the issue or clearly state when it will be resolved. Automatic replies do not count as an adequate response.
If hosts do not respond within these timeframes, and depending on the nature and severity of the issue, Stayz may cancel the booking, refund the guest, and assist the guest in finding another place to stay under StayzCare™. Note: even with a prompt response, if the issue is significant and cannot be resolved in a timely manner (e.g., a broken furnace in winter, a flooded living space), guests may still be eligible for StayzCare support.
Related
Learn more about how to Add access instruction to a reservation
***
Host Communication Policy – Effective: April 2, 2026
Summary
Our goal is to ensure every stay goes smoothly. This requires hosts to communicate clearly and respond promptly before and during the guest’s stay.
What’s covered by this policy
On this page, you will find our expectations on communications, responsiveness, and property access instructions, along with the actions we may take if hosts don’t meet them.
Property access instructions
Leading up to check-in time, hosts must also notify guests when and how they will receive property access and check-in instructions. For example, where to collect a key on arrival or that a door code will be sent via the Stayz app on check-in day. This information must be shared by hosts in advance, as follows:
- When a reservation is confirmed on the same day as check-in, hosts must notify guests when and how they will receive property access and check-in instructions within 1 hour if the reservation is confirmed between 8 a.m. and 12 p.m., or by 9 a.m. if the reservation is confirmed before 8 a.m. (all times referring to the property’s time zone).
- When a reservation is confirmed 1 – 4 days before the check-in day, hosts must notify guests when and how they will receive property access and check-in instructions within 12 hours of the time of check-in.
- When a reservation is confirmed 5 or more before the check-in day, hosts must notify guests when and how they will receive property access and check-in instructions at least 72 hours before the time of check-in.
Hosts must send full property access and check-in instructions to the guest prior to the guest’s scheduled check-in time.
If this information is not provided on time and the guest cannot check in - or is at high risk of being unable to check in - it may be treated as a host cancellation under the Host Cancellations Policy and subject to its enforcement actions including host cancellation fees and/or suspension. In such cases, guests are entitled to a full refund and Stayz will assist them in finding alternative accommodation through StayzCare™.
Host response timeframes
Hosts are expected to respond to guests’ questions within a reasonable timeframe. When guests have questions about “critical stay information,” hosts are expected to respond per the timeframes set out below.
Examples of what’s considered critical stay information:
- Property access details needed to enter or find the property (e.g., door code, key pickup, directions).
- Plans and timeframes to restore essential services (e.g., utilities, plumbing, heating/cooling) or essential amenities (e.g., oven, refrigerator).
- Health, safety, or security issues (e.g., inoperable door locks, defective smoke detectors, hazards or damage posing imminent risk).
- Accessibility details relevant to the guest’s needs (e.g., steps, barriers, or hazards).
- Service animal information.
Examples of what’s not considered critical stay information:
- Nearby attractions or amenities (e.g., restaurants, parks).
- Nonessential amenities (e.g., TV, toaster, dishwasher).
Hosts must follow these response timeframes when a guest asks a question about critical stay information:
- On check-in day and during the stay:
- If the enquiry is received between 8 a.m. and 9 p.m. (property’s time zone), respond within 1 hour.
- If received outside these hours, respond by 9 a.m. (property’s time zone) the following day.
- 1 - 4 days before the check-in day: Respond within 12 hours.
- 5 or more days before the check-in day: Respond within 24 hours.
Responses to questions about critical stay information must either resolve the issue, make material progress towards a resolution, or clearly state when it will be resolved. Automatic replies do not count as an adequate response. Where guests are asking questions about check-in instructions, like a property access code, hosts may respond to let the guest know that they will be providing this information within the ‘Property access instructions’ timeframes above.
If hosts do not respond within these timeframes, and depending on the nature and severity of the issue, Stayz may cancel the booking, require the guest be refunded, and assist the guest in finding another place to stay under StayzCare™. Note: even with a prompt response, if the issue is significant and cannot be resolved in a timely manner (e.g., a broken furnace in winter, a flooded living space), guests may still be eligible for StayzCare™ support.
Related
Learn more about how to Add access instructions to a reservation