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Host Guarantee

Last updated: July 6, 2026v1.0

Host damage protection is StayShare’s process for helping hosts recover the cost of guest-caused damage to their property during a booking made and paid through the Platform. It is a claims process run by our trust team — it is not an insurance product and does not replace your own home, contents, or liability insurance.

1. What it can cover

  • Physical damage to the accommodation caused by a guest during their stay.
  • Damage to the host’s belongings inside the accommodation.
  • Extraordinary cleaning made necessary by a guest (beyond normal turnover).

2. What it does not cover

  • Normal wear and tear, or pre-existing damage.
  • Cash, securities, jewellery, and collectibles.
  • Personal injury or third-party liability — that is what liability insurance is for.
  • Stays booked or paid outside the Platform.
  • Loss of future bookings or other indirect losses.

3. How to file a claim

  1. Document immediately: photograph or film the damage before anything is moved or repaired, and keep receipts or repair quotes.
  2. Contact the guest first through Platform messaging — many cases are resolved directly, and the message record supports your claim.
  3. Submit the claim via the Help Center within 14 days of the guest’s checkout and before your next guest checks in, including the booking reference, photos, and cost evidence.

4. Review and decision

Our trust team reviews the evidence from both sides — the guest is always given the chance to respond. We aim to reach a decision within 14 days of receiving a complete claim. Approved amounts are based on repair or replacement cost with reasonable depreciation, and are paid to the host’s payout method. Fraudulent or inflated claims lead to removal from the Platform.

5. Keep your own insurance

This protection is secondary: where your own insurance covers the damage, that coverage applies first. Hosting is a business activity — check that your policy covers short-term rentals, and consider dedicated short-term rental insurance. Nothing on this page is a promise of coverage in any specific case; each claim is decided on its evidence under these terms.