Trust

Trust and safety

Identity, payments, the contact window, and what we never hold.

Trust is built from what we check, what we hold, and what we refuse to hold.

Identity

Hosts pass Stripe’s identity check to show the badge guests look for, and everyone who works on a stay, co-hosts, cleaners, anyone in the directory, passes it before they can join a team. Guests may verify too. The document and the selfie stay with Stripe; we receive only the result.

Payments

The guest’s card is entered on Stripe’s own page; we never see a number. The money is held until the day after check-in, then paid to the host’s bank account connected through Stripe. Refunds come out of what we hold.

The contact window

Contact details are held back so the conversation stays here, where it is on the record. Links pass once the booking is confirmed. The guest sees the street address from five days before check-in. Phone numbers are shared from the check-in date. All of it closes ten days after checkout, and email addresses are never shared.

What we never hold

• Card numbers and bank details: Stripe’s pages, Stripe’s vault.
• Identity documents: Stripe Identity, the outcome only.
• A lock code or a Wi-Fi password in the clear: encrypted at rest, never sent to the model, released to the guest on time.

The full account is on the privacy page and the terms.