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Host Rules


1. Accuracy of Listing

  • Honesty and Transparency: Hosts must ensure that their listing accurately represents the property, amenities, and the surrounding area. Any misinformation about the number of bedrooms, amenities, and facilities can lead to penalties or removal from the platform.
  • Updated Listings: Hosts must keep their listings up-to-date, reflecting any changes to the property, such as new amenities or construction in the area, as well as pricing and availability.
  • Photos: The photos must be of the actual property and reflect the true condition of the space. No use of stock photos or misleading visual representation is allowed.


2. Cleanliness and Maintenance

  • Pre-Arrival Cleanliness: The property must be thoroughly cleaned before each guest's arrival, ensuring the premises are hygienic and free of pests. This includes:
  • Clean bathrooms, bedrooms, and kitchen spaces.
  • Fresh bed linens and towels.
  • Proper waste disposal.
  • Property Maintenance: Hosts must ensure that the property is in good repair, with all appliances, plumbing, heating, and air conditioning in working order. If any significant issues arise (such as broken plumbing or electrical issues), the host must address them immediately or offer suitable compensation to the guest.


3. Guest Communication and Responsiveness

  • Timely Responses: Hosts must respond to guest inquiries, booking requests, or messages within a reasonable time (no later than 24 hours).
  • Clear Instructions: Hosts must provide clear check-in and check-out instructions and be readily available for assistance during the guest’s stay.
  • Guest Privacy: Hosts must respect the privacy of guests during their stay. Unnecessary entry into the guest’s space without prior notice or permission is prohibited, except in emergencies.


4. Health and Safety Standards

  • Safety Features: The host must provide essential safety equipment such as:
  • Smoke alarms and fire extinguishers (especially in kitchens and hallways).
  • Emergency exits and clear evacuation routes.
  • First aid kit that is easily accessible.
  • Secure Property: All entry points (doors and windows) should be secure and lockable. Hosts must ensure there are no hazards on the property (e.g., tripping hazards, exposed wires, etc.).
  • Health Guidelines: Hosts must ensure that their property complies with local health and safety guidelines. This includes cleanliness, sanitation, and the maintenance of communal areas.


5. Respect for Local Laws and Regulations

  • Legal Compliance: Hosts must comply with all relevant local laws, including zoning, rental, tax, and hospitality regulations. This includes obtaining necessary permits and registrations for short-term rental operations (e.g., tourism or property licenses).
  • Taxation: Hosts must be responsible for paying taxes on rental income according to their country’s tax laws. Failure to comply with tax regulations can result in penalties and removal from the platform.


6. Check-In and Check-Out Procedures

  • Smooth Check-In: Hosts must ensure a smooth check-in process. If the host is unable to meet the guest in person, clear instructions for self-check-in (e.g., key box, lockbox, etc.) should be provided.
  • On-Time Check-Out: Hosts should ensure guests are reminded of the check-out time and that there is no delay in facilitating this process. Any unnecessary delays in cleaning or preparing the property for the next guest should be avoided.


7. Privacy and Data Protection

  • Guest Data: Hosts must respect the privacy of guest information. Any personal data shared by the guest (e.g., contact details, passport information) must be securely stored and never shared with third parties without the guest's consent.
  • Privacy Rights: Hosts should ensure that the guest’s personal space is respected. No surveillance or monitoring in private spaces such as bedrooms or bathrooms.


8. No Discrimination Policy

  • Equal Treatment: Hosts must adhere to Softbnb's non-discrimination policy, ensuring all guests are treated fairly and equally regardless of race, gender, sexual orientation, nationality, religion, or disability.
  • Inclusive Environment: Hosts must create an inclusive and welcoming environment for all guests. Any form of discrimination or harassment will lead to immediate removal from the platform.


9. Quiet Hours and Neighbor Relations

  • Noise Control: Hosts must enforce quiet hours (usually from 10 PM to 7 AM) to ensure that guests do not disturb the neighbors. This includes limiting loud noise, music, or any disruptive activity.
  • Neighbor Communication: Hosts should be proactive in communicating with their neighbors, informing them about the short-term rental. If any noise complaints or issues arise, hosts must address them promptly and respectfully.


10. Security and Liability

  • Property Security: Hosts must provide secure access to the property. This includes properly functioning locks and security systems, as well as clear instructions on securing the property.
  • Liability: Hosts are responsible for the safety and well-being of their guests during their stay. In the event of any injury or accident, hosts may be held liable for damages, and must have appropriate insurance or coverage to mitigate this risk.
  • Personal Liability Insurance: Hosts should consider obtaining personal liability insurance to cover incidents that may occur during a guest's stay (e.g., guest injuries, property damage).


11. Guest Experience and Satisfaction

  • Guest Satisfaction: Hosts must strive to provide a positive experience for guests, addressing any concerns or complaints in a professional manner. Any issues that arise during a guest’s stay must be resolved promptly.
  • Feedback and Reviews: Hosts should encourage guests to leave feedback and reviews. Address any negative feedback constructively and aim to improve the guest experience based on the feedback provided.
  • Offering Amenities: Hosts must provide all advertised amenities and supplies (e.g., toiletries, Wi-Fi, towels, linens, etc.). If any amenities are unavailable, guests should be notified in advance.


12. Cancellation and Refund Policy

  • Clear Policy: Hosts must clearly state their cancellation and refund policy in the listing. It must comply with Softbnb’s guidelines and be transparent to guests before booking confirmation.
  • Fair Compensation: In cases where a booking is canceled by the host, the guest should be fully compensated according to the Softbnb policy. If issues arise that prevent the guest from staying, the host should offer alternative accommodations or a full refund.


13. Conflict Resolution and Mediation

  • Dispute Management: If a guest files a complaint, hosts must work with Softbnb’s support team to resolve the issue in a fair and timely manner. If necessary, Softbnb will mediate between the host and guest to find an acceptable resolution.
  • Compliance with Softbnb Policies: Hosts must adhere to Softbnb’s conflict resolution procedures and guidelines, which prioritize guest satisfaction and fairness.


Consequences for Non-Compliance:

Hosts who fail to adhere to these rules may face:

  • Temporary Suspension: A temporary ban from the platform while the issue is being investigated.
  • Account Termination: Repeated or severe violations may lead to permanent removal from the Softbnb platform.
  • Financial Penalties: Hosts may be required to compensate guests for any discomfort, damages, or violations of Softbnb policies.


By ensuring that hosts abide by these rules and regulations, Softbnb aims to provide an exceptional experience for guests while fostering a positive and trustworthy relationship between hosts and the platform. This system holds hosts accountable for creating an environment that guarantees both safety and satisfaction.