At Whimstay, we hold our hosts to a high standard to ensure travelers have a safe, enjoyable, and reliable experience. These guidelines outline the expectations and responsibilities every host should meet to foster trust and satisfaction within our community.
Host responsibilities
Accurate listings
Your property description, photos, amenities, and location must reflect the property as it will be presented to travelers.
Disclose any limitations or unique circumstances (e.g., seasonal amenities, noise levels, or restricted areas) in your listing.
Only adjust booking details (dates, prices, etc.) with the traveler's prior consent.
Reliable communication
Respond promptly to traveler inquiries (from the traveler and from Whimstay’s customer service team), especially during the booking process or when issues arise.
Close to check-in or during a traveler's stay, aim to respond within 1 hour during daytime hours. For less urgent inquiries, respond within 12 hours.
Commitment to reservations
Honor all accepted bookings and avoid canceling reservations unless there are unavoidable circumstances beyond your control.
If cancellation is necessary, you must do so using the options in your Whimstay account. If further assistance is needed, our customer service team will be here to help!
Clear and secure check-ins
Provide travelers with accurate check-in instructions, including entry codes, directions, or key pick-up information.
If meeting travelers in person, arrive at the agreed time. If using lockboxes or entry codes, update and secure them between stays.
Maintaining clean and safe Properties
Ensure your property meets a high standard of cleanliness, including fresh linens, dust-free surfaces, and clean common areas.
Address all known health hazards (e.g., mold, pests) and safety risks (e.g., blocked fire exits, exposed wiring) before each stay.
Disclose inherent risks (e.g., steep stairs, unfenced pools) in your listing and follow all local safety laws and regulations.
Providing a welcoming experience
House rules and expectations
Clearly outline house rules in your listing, including policies on noise, pets, smoking, and guest limits.
Specify any community-specific guidelines, such as parking restrictions or quiet hours.
Traveler support during their stay
Be available to address any concerns or issues that arise during the traveler's stay.
If unexpected situations occur (e.g., a missing amenity or maintenance issue), work with the travler to resolve the problem quickly and effectively.
Privacy and security
Respect travelers’ privacy by ensuring that all areas of the property are properly maintained and secure.
What hosts should avoid
Misrepresentation
Do not mislead travelers with inaccurate property descriptions, outdated photos, or unfulfilled promises.
Neglecting cleanliness or safety
Failing to maintain a clean, hazard-free property could result in poor reviews or enforcement actions.
Disrespectful behavior
Treat all travelers and community members with respect. Discriminatory, abusive, or threatening behavior has no place on Whimstay.
Host accountability
Whimstay enforces these rules to maintain a positive community. Actions we may take in response to violations include:
Issuing warnings or education about policies.
Temporarily suspending or permanently removing a host’s account or listings.
Canceling upcoming reservations or refunding travelers if necessary.
Appealing violations
If you believe an enforcement action was made in error, you may appeal by contacting Whimstay’s customer service team. We’ll review your case, including any new or additional information you provide, and respond promptly.
Commitment to excellence
By adhering to these standards, you play a vital role in ensuring travelers enjoy their stays and build trust within the Whimstay community. We’re here to support you every step of the way.