Guest Protection is the set of commitments StayShare+ makes to every guest who books and pays through the Platform. These are the processes our systems and support team actually run — this is not an insurance product, and it does not replace travel insurance. It applies only to stays booked and paid through the Platform; if you pay a host outside StayShare+, none of the protections below can apply.
1. If your host cancels: full refund, always
A host cancellation entitles you to a full refund of everything you paid for the booking, regardless of the listing’s cancellation policy. This is the same rule stated in our Cancellation Policy. Approved refunds are returned to your original payment method through Stripe (banks typically post them within 5–10 business days), or — where offered — as StayShare travel credit applied to your next booking. Repeated host cancellations lead to enforcement action against the host, up to removal from the Platform.
2. Rebooking assistance
When a host cancels, our support team will also help you find an alternative stay for your dates. We do not promise an identical property or price — we promise real help from a person, and your money back in full either way.
3. If the place isn’t as described
If on arrival the listing is materially misrepresented — or uninhabitable (for example no access, unsafe conditions, or major advertised amenities missing) — report it via the Help Center within 24 hours of check-in, with photos or other documentation. Our team reviews each case individually, and a verified misrepresentation may qualify you for a refund beyond the listing’s cancellation policy, as described in section 4 of the Cancellation Policy. The sooner and better documented the report, the stronger your case.
4. Extenuating circumstances
Serious events outside your control — such as government travel restrictions or a natural disaster at the destination — may also qualify for a refund beyond the listing’s policy. Report the situation via the Help Center as soon as possible, with documentation. Each case is reviewed individually.
5. Support response commitment
- Every support ticket is tracked against a 24-hour first-response target, and breaches are escalated to our operations team automatically.
- Tickets submitted as a safety concern are triaged with the highest priority ahead of all other requests.
- On-arrival issue reports (section 3) are time-sensitive by nature — reporting within 24 hours of check-in is what preserves your eligibility for review.
6. What Guest Protection is not
- It is not insurance, and it is not a fund paying fixed or guaranteed amounts — refunds are of what you actually paid, per the rules above.
- It does not cover personal belongings, personal injury, travel costs (such as flights), or stays booked or paid outside the Platform.
- It does not override the listing’s cancellation policy when you simply change your mind — see the Cancellation Policy for exactly how voluntary cancellations are refunded.
7. How to stay protected
- Book and pay only through StayShare+ — never wire money, hand over cash, or pay a host directly.
- Keep all communication with your host in Platform messaging, so there is a record our team can review.
- Document any problem immediately with photos, and report it within the 24-hour window.
Nothing on this page is a promise of a specific outcome in any individual case; each report is decided on its evidence under these terms and the Cancellation Policy. This document is provided in English, which governs.