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Our commitment to trust and safety

Stayz is a global community built on trust, reliability and mutual respect. We’re committed to providing a safe and secure marketplace with clear, transparent policies that protect our guests and hosts. We're here to help with dedicated 24/7 support.

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Safety

Explore some of the ways we prioritise safety.

Whole homes

A stay booked through Stayz is for a whole home. Our Shared Spaces Policy means guests shouldn’t have to share spaces with the hosts or anyone else.
Two girls sit by the swimming pool

Host communication policy

At Stayz, great communication is key to great hospitality. That’s why we ask hosts to provide access details and respond to guest questions promptly before and during each stay.
A child excitedly guides an adult across a field.

Illegal & prohibited conduct

Whether you're a guest or a host, we expect every member of our community to act responsibly and with respect. Behaviour that could cause harm to people or property is prohibited and taken very seriously.

Privacy

Protecting your privacy and security is one of our top priorities.
Two people stand on a balcony overlooking Lisbon with the ocean in the background.

Host access rights

We want every stay to be private. That means a host shouldn't access the property during your trip, unless prior consent has been provided or in case of active emergency. 
Two people sunbathe on a rooftop deck.

Surveillance devices

To protect the privacy and security of our guests, hosts aren't allowed to use surveillance devices that capture video or audio inside the home. While our policy allows for monitoring of the outside the home, any devices must be disclosed in the listing. 

Booking transparency

We strive to make every part of every stay as transparent as possible. 
A mother and toddler cuddle on the couch together.

StayzCare™

From the moment a guest books until the trip is done, we’re here to help ensure the stay goes smoothly. We offer secure payments, re-booking when hosts cancel last minute, damage deposit support and so much more. 
Three children are playing outside, facing away from the camera. One child is one a simple tree swing.

Damage deposits

We understand that accidents happen. Hosts may ask for a card on file, a refundable damage deposit, or proof of property damage protection.
A group of five children play in the sand near an outdoor pool while two adults in the pool look on.

Host cancellations

Reliable hosts are a core part of our trusted marketplace. We count on hosts to respect bookings and we take cancellations seriously. If a host cancels, we may charge them a cancellation fee or suspend their listing. 

Extenuating circumstances

We have an Extenuating Circumstances Policy that covers many road bumps you may encounter like unforeseen natural disasters, public health emergencies, changes to passport or visa requirements.
Friends play cards outdoors in Lisbon

Host Fees & Taxes Transparency Policy

Clear pricing is essential to a trusted marketplace. Hosts must disclose every fee and tax upfront—no surprises, no exceptions.

Community standards

Our community standards are a key part of providing the best possible holiday rental marketplace for guests and hosts. 
Two people sit outside with coffee or tea. One person has their back to the camera the other looks out of frame and is captured mid-laugh.

Marketplace standards

These standards for hosts help provide guests with a simple, secure, and consistent booking experience. 
An older man is playing with a joyful girl. He's holding her hands as she jumps.

Off-platform bookings

Off-platform bookings are ineligible for Stayz or Expedia Group benefits and support.

A group of friends stand near a pool chatting.

Disruptive or unauthorised events

While we love being part of celebrations with friends and family, we don’t love disturbing the neighbors. Hosts set the rules about events and provide details in the House Rules section of their listing.
A group of friends share a meal as they sit at a counter and along a window sill in a bright kitchen.

Weapons policy

We are committed to making sure there's full visibility on what's in the home, that includes any weapons. If there are any weapons, they should be securely stored by the host and disclosed in the House Rules section of the listing.
A father and child at bedtime

California Cleaning Tasks

Great stays start with clear communication. In California, hosts must outline any guest cleaning tasks in advance, keeping expectations fair and check-outs hassle-free. 
A holiday rental property

Property sale

Stayz supports smooth transitions when a holiday rental changes hands. Hosts must block calendars, notify guests, and ensure all reservations are honoured or refunded—keeping trust at the heart of every stay.

Reviews and content

The reviews and content you post to Stayz are an important part of every stay booked on our platform. 
A young pair in colourful, patterned clothing faces away from the camera looking out a sliding door at the desert surrounding the holiday rental property.

Reviews on Stayz

We know that accurate reviews are an important part of finding a great stay. Our two-way review system helps guests find the perfect space for their trip, while providing hosts peace of mind listing their homes with us. Dive into our more than 20 million reviews on Stayz!
A woman stands in a living room supporting a toddler who is standing on a table. The toddler is playing with her hair.

Partner provided content

With Stayz, the home is at the heart of every stay. That's why we count on our hosts to ensure that all images, descriptions and representations of listings are honest. Content that hosts share in a listing must provide accurate info, be kept up to date, and comply with local laws.
In the foreground a man and baby girl play with flowers they've picked from a flower patch beside them. In the background a smiling woman and a little boy are also holding flowers.

Our Premier Host Program

Excellent hosts make for excellent stays. With our Premier Host badge, you can easily recognise top hosts who meet our high standards. Hosts are automatically added to this program when they meet our criteria.

Inclusion and accessibility

We believe that every member of our community should feel welcome and respected, no matter their background.

Anti-discrimination

We don't tolerate discriminatory behaviour. When a possible discriminatory action is brought to our attention, we’ll investigate to take appropriate action including termination of the bad actor from the platform. 
A black and tan dog rest their paws on a dining chair where a small child is seated.

Service animals welcome

For many guests, service animals are essential. We believe that anyone who needs a service animal to travel should be accepted when they choose to stay with Stayz. Unless exempt by local laws, we expect hosts to accommodate guests with service animals.