Host Guarantee Terms and Conditions

Last updated: this version applies to all bookings accepted after it takes effect.

The Host Guarantee is a set of protections Stay With Us provides to hosts who accept bookings through the platform. It is not insurance; it is a contractual commitment by Stay With Us, subject to the conditions below.

1. Rent Payment Guarantee

For eligible confirmed bookings, if a guest fails to pay an amount that is due (for example a monthly installment on a long-term stay), Stay With Us will pay the host the guaranteed portion of that amount and pursue collection from the guest directly. To qualify:

• the booking must have been accepted through Stay With Us and never cancelled by the host;
• the host must have provided access exactly as described in the listing;
• the shortfall must be reported through the Resolution Centre within 14 days of the missed due date;
• the guarantee covers the net rent (nightly amount) and excludes the platform service fee, taxes and any refundable deposit.

Payments made under this guarantee are credited to the host wallet. Stay With Us is subrogated to the host's claim against the guest for any amount paid.

2. Property Protection

If a guest causes physical damage to the accommodation or its contents beyond normal wear and tear, the host may open a claim in the Resolution Centre. The host must:

• document the damage with photos and a written description within 14 days of check-out and before the next guest checks in;
• provide reasonable evidence of the repair or replacement cost (invoices, quotes, receipts).

Approved claims are first settled from the guest's security deposit (if any). Where the approved amount exceeds the deposit, Stay With Us may, at its discretion, cover the remaining verified cost up to the published protection limit. Cash, jewellery, collectibles, pets, and loss of income are not covered.

3. Security Deposit

Where a listing sets a security deposit, it is a refundable hold and is never part of the host's earnings. It is returned to the guest automatically after check-out (typically 14 days later) unless a valid Property Protection claim is opened and approved, in which case the awarded amount is paid to the host and the remainder is returned to the guest.

4. What is not covered

• bookings arranged or paid outside Stay With Us;
• damage or non-payment the host failed to report within the stated windows;
• disputes where the host materially misrepresented the listing;
• ordinary wear and tear, and pre-existing damage.

5. Process and decisions

All guarantee and protection requests are handled through the Resolution Centre. Stay With Us reviews the evidence from both sides and its decision on eligibility and amount is final for the purposes of these terms. Nothing here limits any right you have under applicable law.