Rent Payment Guarantee — we pay even if the tenant does not

Hosts on long-term (monthly) rentals are paid on time — even when the tenant is late. That is our Rent Payment Guarantee.

How it works:

• Every instalment has a due date. The tenant receives an automatic reminder (notification + e-mail) with a payment link before each due date.
• If the tenant pays on time, nothing changes — the host receives the instalment as usual.
• If the instalment is not paid by the due date, the platform advances the payment to the host so the host's income is never interrupted. We then collect the outstanding amount from the tenant ourselves — including from their security deposit and through the Resolution Centre if needed.
• A tenant who repeatedly fails to pay loses the right to continue the stay: the remaining rental period can be cancelled and the record affects their reviews and future bookings.

Conditions for the guarantee:

• the booking and all payments were made through the platform (off-platform arrangements are not covered);
• the tenant's identity was verified at booking (always true for platform bookings);
• the host reports any irregularity to support without delay.

Recommendation: combine the guarantee with a security deposit on long-term listings — it speeds up recovery and covers incidental costs as well.