Trust
Rules and policies for guests
What every guest agrees to at payment: the home, the house rules, damage, and what happens when rules are broken.
Every stay booked on YouAndHost is a stay in someone's home. These rules are what a guest agrees to when they pay, alongside the host's own house rules on the listing page. They apply to the guest who books, to everyone they bring, and to their pets.
Treat the home as your own
- Cleanliness. Leave the place in a state that needs no more than the usual turnover clean. The cleaning fee covers that turnover, not a deep clean; a host cannot charge for missed checkout chores, but can say so in a review.
- Rubbish. Use the bins and the places the host points to; do not leave excessive waste behind.
- Damage. Tell the host promptly about any damage beyond ordinary wear, work with them towards a fair resolution, and pay reasonable requests for damage, missing items or extra cleaning caused by your stay.
Follow the host's house rules
- Who stays. Only the guests on the booking. Ask the host before bringing visitors; no parties or gatherings that disturb the place or its neighbours.
- Check-in. Arrive inside the host's check-in window, or at a time the host has agreed to.
- Checkout. Finish checkout by the stated time, keys returned as asked. Belongings are not left behind for later collection or storage unless the host agrees.
- Smoking. Where the listing says no smoking, that includes tobacco, cannabis and e-cigarettes, and the law of the place applies.
- Pets. No pets in a listing that does not take them, no more than the number agreed, and none the host was not told about. Service animals are not pets.
- Noise. Keep the quiet hours the host set, and avoid noise that disturbs the neighbours at any hour.
- Filming and photography. Nothing for commercial use or profit without the host's written permission.
Answer the host
Reply to the host's messages when you are able to, so that anything that comes up during the stay is sorted quickly. The host's assistant answers right away from what the host set up; the host reads the thread too.
Damage, and what you can be charged for
Accidents are rare, but they happen. If you, someone you invited, or a pet are responsible for damage during a stay, your payment method may be charged for the damage, for the host's things that went missing, or for unexpected cleaning costs due to your stay. The host opens a claim from the reservation, between check-in and fourteen days after checkout, with the amount, what happened and photos; you see it and answer it; the two sides share what they have and work it out. We are working on guest and host insurance.
When rules are broken
A host documents what happened, raises it with the guest in the thread, and can report it to us. We may remind a guest of these rules, warn them, charge for damage under a claim, or, for repeated or serious breaches, suspend or close the account. A guest who believes a decision was wrong writes to support with what was missed or what has changed.