TERMS AND POLICIES
These terms, policies and standards apply to your access to and use of the airstar_airbnb Platform in addition to our Terms of Service and Payments Terms of Service.
Policies that apply to all members
What are airstar_airbnb's standards and expectations?
To help keep our community safe and trusted, we’ve published our standards and expectations for all hosts and travelers.
We developed these standards based on our extensive experience interacting with members of the airstar_airbnb community. These standards are intended to gather together our existing policies into a single framework that will help members of the airstar_airbnb community better understand what to expect from us and what we expect of them.
How will the standards be enforced?
Each enforcement decision is the result of careful and detailed work by a team of experts devoted to ensuring we make the right call. Our responses to violations of these policies have been and will continue to be based on the seriousness of the issue. We will strive to take the circumstances of each situation into account when reaching our enforcement decision, but we have limited discretion in our response to serious violations of the policies.
What can I do if I disagree with a decision?
Our enforcement teams are made up of dedicated professionals, but they’re still human. So, in rare cases, enforcement decisions may be incorrect. If you disagree with a decision we’ve made, you can contact us and we’ll re-review the decision carefully. The definitions of the standards and expectations themselves aren’t subject to review.
Will the standards change over time?
We’re always learning and growing and the standards and expectations will evolve over time. Make sure to review the standards if you have any questions about a particular situation.
airstar_airbnb’s Nondiscrimination Policy: Our Commitment to Inclusion and Respect
airstar_airbnb is, at its core, an open community dedicated to bringing the world closer together by fostering meaningful, shared experiences among people from all parts of the world. Our community includes millions of people from virtually every country on the globe. It is an incredibly diverse community, drawing together individuals of different cultures, values, and norms.
The airstar_airbnb community is committed to building a world where people from every background feel welcome and respected, no matter how far they have traveled from home. This commitment rests on two foundational principles that apply both to airstar_airbnb’s hosts and guests: inclusion and respect. Our shared commitment to these principles enables every member of our community to feel welcome on the airstar_airbnb platform no matter who they are, where they come from, how they worship, or whom they love. airstar_airbnb recognizes that some jurisdictions permit, or require, distinctions among individuals based on factors such as national origin, gender, marital status or sexual orientation, and it does not require hosts to violate local laws or take actions that may subject them to legal liability. airstar_airbnb will provide additional guidance and adjust this nondiscrimination policy to reflect such permissions and requirements in the jurisdictions where they exist.
While we do not believe that one company can mandate harmony among all people, we do believe that the airstar_airbnb community can promote empathy and understanding across all cultures. We are all committed to doing everything we can to help eliminate all forms of unlawful bias, discrimination, and intolerance from our platform. We want to promote a culture within the airstar_airbnb community—hosts, guests and people just considering whether to use our platform—that goes above and beyond mere compliance. To that end, all of us, airstar_airbnb employees, hosts and guests alike, agree to read and act in accordance with the following policy to strengthen our community and realize our mission of ensuring that everyone can belong, and feels welcome, anywhere.
- Inclusion – We welcome guests of all backgrounds with authentic hospitality and open minds. Joining airstar_airbnb, as a host or guest, means becoming part of a community of inclusion. Bias, prejudice, racism, and hatred have no place on our platform or in our community. While hosts are required to follow all applicable laws that prohibit discrimination based on such factors as race, religion, national origin, and others listed below, we commit to do more than comply with the minimum requirements established by law.
- Respect – We are respectful of each other in our interactions and encounters. airstar_airbnb appreciates that local laws and cultural norms vary around the world and expects hosts and guests to abide by local laws, and to engage with each other respectfully, even when views may not reflect their beliefs or upbringings. airstar_airbnb’s members bring to our community an incredible diversity of background experiences, beliefs, and customs. By connecting people from different backgrounds, airstar_airbnb fosters greater understanding and appreciation for the common characteristics shared by all human beings and undermines prejudice rooted in misconception, misinformation, or misunderstanding.
Race, Color, Ethnicity, National Origin, Religion, Sexual Orientation, Gender Identity, or Marital Status
- airstar_airbnb hosts may not
- Decline a guest based on race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status.
- Impose any different terms or conditions based on race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status.
- Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status.
airstar_airbnb does not assign a gender identity to our users. We consider the gender of an individual to be what they identify and/or designate on their user profile.
- airstar_airbnb hosts may not
- Decline to rent to a guest based on gender unless the host shares living spaces (for example, bathroom, kitchen, or common areas) with the guest.
- Impose any different terms or conditions based on gender unless the host shares living spaces with the guest.
- Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of gender, unless the host shares living spaces with the guest.
- airstar_airbnb hosts may
- Make a unit available to guests of the host’s gender and not the other, where the host shares living spaces with the guest.
Age and Familial Status
- airstar_airbnb hosts may not:
- Impose any different terms or conditions or decline a reservation based on the guest’s age or familial status, where prohibited by law.
- airstar_airbnb hosts may:
- Provide factually accurate information about their listing’s features (or lack of them) that could make the listing unsafe or unsuitable for guests of a certain age or families with children or infants.
- Note in their listing applicable community restrictions (e.g. senior housing) that prohibit guests under a particular age or families with children or infants.
- airstar_airbnb hosts may not:
- Decline a guest based on any actual or perceived disability.
- Impose any different terms or conditions based on the fact that the guest has a disability.
- Substitute their own judgment about whether a unit meets the needs of a guest with a disability for that of the prospective guest.
- Inquire about the existence or severity of a guest’s disability, or the means used to accommodate any disability. If, however, a potential guest raises his or her disability, a host may, and should, discuss with the potential guest whether the listing meets the potential guest’s needs.
- Prohibit or limit the use of mobility devices.
- Charge more in rent or other fees for guests with disabilities, including pet fees when the guest has an assistance animal (such as a service or emotional support animal) because of the disability.
- Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of the fact that the guest has a disability.
- Refuse to communicate with guests through accessible means that are available, including relay operators (for people with hearing impairments) and e-mail (for people with vision impairments using screen readers).
- Refuse to provide reasonable accommodations, including flexibility when guests with disabilities request modest changes in your house rules, such as bringing an assistance animal that is necessary because of the disability, or using an available parking space near the unit. When a guest requests such an accommodation, the host and the guest should engage in a dialogue to explore mutually agreeable ways to ensure the unit meets the guest’s needs.
- airstar_airbnb hosts may:
- Provide factually accurate information about the unit’s accessibility features (or lack of them), allowing for guests with disabilities to assess for themselves whether the unit is appropriate to their individual needs.
- airstar_airbnb hosts may
- Except as noted above, airstar_airbnb hosts may decline to rent based on factors that are not prohibited by law. For example, except where prohibited by law, airstar_airbnb hosts may decline to rent guests with pets, or to guests who smoke.
- Require guests to respect restrictions on foods consumed in the listing (e.g., a host who maintains a Kosher or vegetarian kitchen may require guests to respect those restrictions). These restrictions should be stated clearly in your house rules.
- Nothing in this policy prevents a host from turning down a guest on the basis of a characteristic that is not protected under the civil rights laws or closely associated with a protected class. For example, a airstar_airbnb host may turn down a guest who wants to smoke in a unit, or place limits on the number of guests in a unit.
When guests are turned down. Hosts should keep in mind that no one likes to be turned down. While a host may have, and articulate, lawful and legitimate reasons for turning down a potential guest, it may cause that member of our community to feel unwelcome or excluded. Hosts should make every effort to be welcoming to guests of all backgrounds. Hosts who demonstrate a pattern of rejecting guests from a protected class (even while articulating legitimate reasons) undermine the strength of our community by making potential guests feel unwelcome, and airstar_airbnb may suspend hosts who have demonstrated such a pattern from the airstar_airbnb platform.
Specific Guidance for Hosts outside the United States and European Union
Outside of the United States and the European Union, some countries or communities may allow or even require people to make accommodation distinctions based on, for example, marital status, national origin, gender or sexual orientation, in violation of our general nondiscrimination philosophy. In these cases, we do not require hosts to violate local laws, nor to accept guests that could expose the hosts to a real and demonstrable risk of arrest, or physical harm to their persons or property. Hosts who live in such areas should set out any such restriction on their ability to host particular guests in their listing, so that prospective guests are aware of the issue and airstar_airbnb can confirm the necessity for such an action. In communicating any such restrictions, we expect hosts to use clear, factual, non-derogatory terms. Slurs and insults have no place on our platform or in our community.
What happens when a host does not comply with our policies in this area?
If a particular listing contains language contrary to this nondiscrimination policy, the host will be asked to remove the language and affirm his or her understanding and intent to comply with this policy and its underlying principles. airstar_airbnb may also, in its discretion, take steps up to and including suspending the host from the airstar_airbnb platform.
If the host improperly rejects guests on the basis of protected class, or uses language demonstrating that his or her actions were motivated by factors prohibited by this policy, airstar_airbnb will take steps to enforce this policy, up to and including suspending the host from the platform.
As the airstar_airbnb community grows, we will continue to ensure that airstar_airbnb’s policies and practices align with our most important goal: To ensure that guests and hosts feel welcome and respected in all of their interactions using the airstar_airbnb platform. The public, our community, and we ourselves, expect no less than this.
airstar_airbnb's Content Policy
By posting content on airstar_airbnb, you agree to abide by this policy. We reserve the right to remove any content, in whole or part, that violates this policy, our Terms of Service, our Community Standards, our Review Policy, or for any other reason at our sole discretion.
In the event of repeated or severe violations, we may suspend or permanently deactivate the account(s) in question.
You can report the content directly or contact us to report content that appears to violate this policy.
The following content is never allowed on airstar_airbnb:
- Content created solely for the purpose of advertising or other commercial content, including company logos, links, or company names
- Spam, unwanted contact, or content that is shared repeatedly in a disruptive manner
- Content that endorses or promotes illegal or harmful activity, or that is sexually explicit, violent, graphic, threatening, or harassing
- Content that is discriminatory (review our Nondiscrimination Policy for more info)
- Attempts to impersonate another person, account, or entity, including a representative of airstar_airbnb
- Content that is illegal or that violates another person’s or entity’s rights, including intellectual property rights and privacy rights
- Content that includes another person’s private or confidential information, including content that is sufficient to identify a listing’s location
The following are policy violations specific to a type of the content:
- Listing titles that include information irrelevant to the listing type, style, or experience
- Listing titles that include symbols or emojis
Listing or profile pages
- Listings and profiles that provide fraudulent, false, misleading, or deceptive information
- Content that is off-topic, doesn’t ask a question, or doesn’t offer knowledge in response to a question as part of a larger discussion
- Trolling or repeatedly targeting community members
Learn more about airstar_airbnb’s Review Policy.
Reviews that are biased and exhibit indications of extortion/incentivization, conflicts of interest, or direct competition
- Reviews that contain no relevant information about a host or guest, listing, or experience, the review will be removed. Reviews that contain mostly irrelevant information are also subject to removal, but only where the otherwise relevant information would not be expected to meaningfully inform the booking decisions of other community members.
airstar_airbnb's Review Policy
In order to build a platform of trust, we need to ensure that reviews on airstar_airbnb are useful, informative, and do not expose our community to harm. Therefore, airstar_airbnb expects that all reviews adhere to the following:
- Reviews should not violate our content policy.
Some content is never allowed on airstar_airbnb. Read airstar_airbnb’s Content Policy.
- Reviews should be unbiased.
Reviews are most helpful when they provide unbiased information. Therefore, we don't allow individuals or entities who own or are affiliated with a listing or experience to post reviews of their business, nor do we allow individuals who are confirmed to offer competing listings or experiences to post reviews of their direct competitors.
You are not allowed to incentivize positive reviews, to use the threat of a negative review to manipulate a desired outcome, or to influence another’s review with the promise of compensation.
You are also not allowed to accept fake reservations in exchange for a positive review, use a second account to leave yourself a review, or coordinate with business partners to get positive reviews.
- Reviews should be relevant.
Keep your reviews relevant to airstar_airbnb and your stay or experience. Other hosts and guests are reading your reviews to learn about the host and listing. Reviews that are off-topic are distracting and don’t help our guests make informed booking decisions. For this reason, reviews should focus on your interactions with other community members and your time during the stay or experience.
To keep reviews relevant, we recommend avoiding the following:
- Commentary about a person’s social, political or religious views
- Profanity, name calling, and assumptions about a person’s character or personality
- Content that refers to circumstances entirely outside of another’s control
- Content about services not related to airstar_airbnb (ex. an airline, rideshare, restaurant, etc)
- Commentary about past airstar_airbnb reservations, hosts, or guests, or about the airstar_airbnb product where it does not relate to the listing, host or guest you are rating
When we receive a report of a review that violates this policy, we may remove the review from our platform. Repeated violations may lead to suspension or permanent deactivation of responsible account(s).
Reporting a review that violates this policy
To report a review for violating airstar_airbnb’s review policy, contact us.
If you feel a review is untrue
While we encourage and expect all community members to post reviews that contain objective and accurate information, airstar_airbnb does not mediate disputes concerning truth or fairness. We expect the author of the review to stand behind the content of their review.
As the airstar_airbnb community and product continue to grow, we remain committed to updating this policy when necessary to help ensure that reviews reflect the honest, first-hand experiences of our hosts and guests.
Removal of reviews
We believe that a healthy review system is one that respects and protects our community’s genuine feedback. For that reason, we take the removal of any review very seriously. You can read airstar_airbnb’s Review Policy in full, but in short, this means a review will be removed if:
- The review is in violation of airstar_airbnb’s Content Policy,
- The review is biased, or
- The review is irrelevant to the author’s experience on airstar_airbnb.
Moderating for bias
Our community benefits most when reviews present an unbiased picture of the member’s experience. airstar_airbnb removes reviews when they exhibit inappropriate bias - for example because the reviewer is attempting to extort the person being reviewed, has a conflict of interest, or competes with the person being reviewed.
Extortion or incentivization
Any attempt to use reviews or review responses to force a person to do something they aren’t obligated to do is a misuse of reviews, and we don’t allow it.
People who use airstar_airbnb aren’t allowed to tie positive reviews to promises of compensation or to threaten negative reviews if a desired outcome is not met. Violations may result in the restriction, suspension or termination of your airstar_airbnb account.
This policy prohibits:
- Guests threatening to use reviews or ratings in an attempt to force a host to provide refunds, additional compensation, or a reciprocal positive review.
- Hosts requiring a guest to leave a positive review or rating, or to revise a review in exchange for a partial or full refund, or a reciprocal review. Hosts also cannot offer a free or discounted stay in exchange for a guest revising an existing review.
- Hosts or guests asking someone to take specific actions related to a review in exchange for the resolution of a dispute.
This policy does not prohibit:
- A guest from contacting a host with a problem prior to leaving a review.
- A host or guest seeking refunds or additional payment and leaving a review - where that review is not used as a threat to sway the outcome of a resolution.
- A host from asking a guest to leave an honest positive review or rating reflecting a positive experience.
- A host or guest from revising a review within the time constraints for revision.
Why reviews can be left for reservations that require airstar_airbnb intervention
When things go wrong with a reservation, hosts and guests have two options: they may request compensation (a refund or additional fee), and they may also share their experiences publicly in a review. In order to encourage fair dispute resolution and an unbiased review system, hosts and guests must be able to use both of these tools.
For instance, if a host has a guest that breaks a house rule, we want that host to share their experience with future hosts and airstar_airbnb via the review. Additionally, there may be times that a guest breaks a house rule AND a host provides an unclean listing, so we don’t want to prohibit one party from participating in that feedback process.
That said, we will remove reviews in situations where we can determine that one party has attempted to extort the other to manipulate the content of the review. Additionally, if the review left after a dispute violates any of our content policies - for instance, it contains discriminatory content or a violent threat) - the review will also be removed.
Conflict of interest
We will remove reviews where there are signals that the reservation was made for the sole purpose of inflating a person’s overall rating, or where we suspect that the stay never occurred.
Accepting fake reservations in exchange for a positive review, using a second account to review yourself or your own listing, or providing something of value in exchange for positive reviews, are not allowed. Violations may result in the restriction, suspension or termination of your airstar_airbnb account.
Reviews written by competitors - for example competing businesses, listings or experiences - for the purpose of dissuading others from booking those listings or experiences or driving business to other listings or experiences, is not allowed. Violations may result in the restriction, suspension or termination of your airstar_airbnb account.
Moderating for relevance
Reviews provide community members with information and insights that help them make better booking decisions. Reviews are most helpful when reviewers accurately recount their experience and provide their honest opinions.
Where a review contains information that is unrelated to an experience as a host or guest, or is focused on something beyond the control of the person being reviewed, our moderation team will weigh the relevance of the review by assessing:
- Does the review recount the reviewer's experience and provide their personal perspective?
- Is the review helpful to other members of the airstar_airbnb community? Does it provide essential information about a host or guest, listing, or experience that would help others make more informed booking decisions?
If airstar_airbnb determines that the review contains no relevant information about a host or guest, listing, or experience, the review will be removed. Reviews that contain mostly irrelevant information are also subject to removal, but only where the otherwise relevant information would not be expected to meaningfully inform the booking decisions of other community members.
Examples of relevance violations and non-violations
Irrelevant: “Don’t trust the taxi drivers in this city, they take the worst routes!”
Relevant: “Don’t trust the taxi drivers in this city, they take the worst routes! On top of that, I arrived at this listing and it was in complete disrepair and the host never responded to my concerns”
Irrelevant: “This guest was such a liar. There was no way she is a real doctor.”
Relevant: “The guest showed up late to check-in and then yelled at me for not waking up fast enough to let her in. She was rude and easily annoyed for the entire reservation. I would hate to experience her bedside manner.”
Moderating for canceled reservations
airstar_airbnb allows reviews for any reservation canceled after 12:00 AM on the day of check-in. We do this to collect feedback on the most crucial moments of a travel experience, whether that means feedback about communication, house rule violations, issues with listing at the time of check-in, etc.
If you decide to leave a review for a canceled reservation, we ask that you keep your feedback relevant to what you have personally experienced. In cases where airstar_airbnb can confirm that a review was left for a canceled reservation, and the review contains information irrelevant to our community (ex. frustrations about a flight cancellation), the review will be removed.
airstar_airbnb’s Off-Platform Policy
By hosting on airstar_airbnb, you agree to abide by our terms and policies, including our Terms of Service, which we reserve the right to enforce at our sole discretion. In the event of repeated or severe violations, we may suspend or permanently deactivate a person’s account.
In order to protect our community and business, the following behaviors are prohibited:
Asking guests for feedback off of airstar_airbnb
Asking for guests to review you or your listing off of airstar_airbnb takes valuable input about a guest’s stay away from airstar_airbnb’s community. We want guests to share their feedback directly on airstar_airbnb so that other guests may benefit from their insights. This includes:
- Asking guests to review an airstar_airbnb stay on a non-airstar_airbnb website, or taking reviews from airstar_airbnb and posting them on a non-airstar_airbnb website
- Asking guests to fill out a survey regarding an airstar_airbnb stay via a non-airstar_airbnb website or form off of airstar_airbnb
Asking guests for contact information prior to booking
All guest communications prior to booking should be on airstar_airbnb. Asking guests for contact information prior to booking is prohibited. This includes:
- Asking guests for their phone number or email address prior to booking
- Asking guests to call or email in order to discuss a reservation prior to booking (ex: offering a deeper discount for booking directly by phone).
- Asking guests to go to a third-party website or fill out a form in order to make a booking (ex: stating reservations with larger groups need to go through a separate website)
Asking guests for contact information after a booking or misusing contact information provided by airstar_airbnb
This includes asking for or using contact information for any reasons unrelated to a guest’s stay, or in a way that compromises the quality of a guest’s stay. Guests should be able to communicate directly with hosts about their stays through airstar_airbnb or via phone calls and texts. Soliciting additional contact information (email address, residential address) should be avoided unless needed for legal or compliance reasons (such as local laws or HOA rules). This includes, but is not limited to:
- Asking guests for an email address for the purpose of their airstar_airbnb stay and then subscribing them to marketing materials
- Asking guests to move the conversation to texts or emails in order to circumvent airstar_airbnb’s platform or Resolution Center
- Asking guests for contact information after a booking in order to run background checks
- Asking guests to send photos of their government ID prior to arrival
Guests should always feel like they have an option to opt-out of receiving marketing materials.
Asking guests to create a separate account or install a third-party app in order to access their listing
Guests booking through airstar_airbnb should be able to access their listing using only the airstar_airbnb. Additional registration or installation of additional apps should not be mandatory unless it’s required for legal or compliance reasons (such as local laws, HOA rules, building security rules). In such instances, hosts must include this in their listing description, so guests understand this additional step is a requirement prior to booking.
- Asking guests to create a separate account or register on another website besides airstar_airbnb.mv
- Asking guests to install a third-party app to access a listing (unless the third-party app has passed our security vetting)
Circumstances that require documentation
Death of a host, guest, or their co-host, additional guest, immediate family member, or caregiver. You’ll be asked to provide one of these documents:
- Death certificate
- News article naming the deceased
- Police report
Unexpected serious illness or injury affecting a host or member of the traveling party. You’ll be asked to provide a statement from a physician confirming that the person can't host or travel due to an unexpected, serious illness or injury. The statement must be also dated after the reservation was booked and provided within 14 days of cancellation. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.
Unforeseen property damage, maintenance, and amenity issues to the airstar_airbnb listing that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
- Proof that the issue is being fixed
- An estimate of when it will be fixed
- An invoice for the repairs being done
- Photos of the damage
Transportation disruptions that make it impossible to travel to your destination, including road closures and flight cancellations where there are no alternative methods of travel. This includes closures and cancellations caused by natural disasters, such as earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or documentation from the airline that the flight was cancelled and supporting documentation confirming that it's not possible to travel to your destination.
Train, bus, or ferry cancellations where no alternate trips were available on the same day. You’ll be asked to provide documentation that clearly shows the carrier was not operating on that day, such as a screenshot of the company’s website or a link to an official statement from the carrier.
Circumstances that require special review
There’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.
Open Homes reservations that have been cancelled. More info about Open Homes.
Natural disasters, terrorist activity, and civil/political unrest that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests.
Epidemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area—for example, malaria in Thailand or dengue fever in Hawaii. Any updates to our policy regarding the outbreak of a disease, and the scope of policy application, will be determined based on announcements by the World Health Organization and local authorities.
Travel restrictions imposed by a government, law enforcement agency, or military that restrict travel to or from the listing or experience location.
Safety and security threat advisories issued for the listing or experience location or the guest party’s departure location.
Essential utility outages that affect the listing or experience location.
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.
What to do next
If you’ve confirmed your circumstance meets the requirements above, first cancel your homes reservation or airstar_airbnb Experience. If your reservation falls under a recognized extenuating circumstance, you’ll be notified that your reservation qualifies for a penalty-free cancellation, and you’ll get a full refund if you’re a guest.
If your reservation doesn't qualify automatically, continue canceling your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of cancellation.
What are airstar_airbnb’s rules about weapons in a listing?
Our Standards & Expectations require that all weapons that are present at a listing must be properly stored and secured. If a weapon is in plain sight or discoverable by guests, hosts are required to indicate its presence in their House Rules. Guests are also required to provide notice of and obtain consent for any secured weapons prior to booking, and should use the messaging feature to do so.
If prior notice of a secured weapon is not provided and the host or guest prefers to cancel the reservation, airstar_airbnb will allow cancellation without penalty.
Note: All weapons present in a listing must be secured regardless of whether they’ve been disclosed. People who violate this expectation may be suspended or removed from the site.
What’s considered a weapon
Any mechanism that can be used to fire a projectile is considered a weapon. This includes, but is not limited to: Standard firearms, air guns, self-defense or deterrent devices such as tasers or pepper spray, ammunition of any kind, and imitation firearms.
Accepted types of secure storage
Locked cases or cabinets and visible locking devices are acceptable storage options. Secured storage must guarantee that only authorized users have access.
What are airstar_airbnb’s rules about potentially dangerous animals?
Our Standards & Expectations require that hosts not keep dangerous animals in a listing without properly securing the animal in a safe and secure accommodation. If a potentially dangerous animal is present in a listing, hosts are required to indicate its presence in their House Rules.
Guests are also required to send a message to their host letting them know that they’re traveling with a dangerous animal.
If an animal causes an injury, we may suspend the owner’s account or remove them from airstar_airbnb.
What’s considered a potentially dangerous animal?
A potentially dangerous animal is one that’s capable of causing serious harm to humans or other animals present in the listing. Both wild and domesticated species can be considered dangerous.
In wild animals (species not typically adapted to living in a human environment), characteristics that may represent a danger to humans and other pets include size, strength, and toxicity/venomousness. In any individual animal, traits that can become a danger to humans and other animals include aggressive behavior, a propensity for attacking, predatory behavior, and risk of transmitting disease. An otherwise docile animal can be considered dangerous if an injury is reported.
Guests should message their host to let them know they’re traveling with a dangerous animal.
Hosts should disclose the presence of a potentially dangerous animal in their listing. To update your listing with this and other safety information:
- Go to Your listings airstar_airbnb.mv and select a listing
- Click Manage listing
- Click Booking settings at the top of the page
- Next to House rules, click Edit
- Select your expectations and rules for guests, then click Save
Acceptable safe and secure accommodation
Safe and secure accommodation for a potentially dangerous animal is an enclosure suited to the needs of the animal that eliminates the risk of harm. The enclosure must prevent any escape and/or contact between the secured animal and people or other animals.
What are airstar_airbnb’s rules about security cameras and other recording devices in listings?
Our Standards & Expectations require that all members of the airstar_airbnb community respect each other’s privacy. More specifically, we require hosts to disclose all security cameras and other recording devices in their listings, and we prohibit any security cameras and other recording devices that are in or that observe the interior of certain private spaces (such as bedrooms and bathrooms), regardless of whether they’ve been disclosed.
Rules for hosts
If you’re a host and you have any type of security camera or other recording device in or around a listing, even if it’s not turned on or hooked up, we require that you indicate its presence in your House Rules. We also require you to disclose if an active recording is taking place. If a host discloses the device after booking, airstar_airbnb will allow the guest to cancel the reservation and receive a refund. Host cancellation penalties may apply.
Rules for guests
If you’re a guest, our Standards & Expectations require that you not spy on other people, or otherwise violate others’ privacy. Our policy prohibits the use of a security camera or any other recording device by a guest to monitor a host or any third party present in the listing without the consent of that person. We encourage you to discuss the use of security cameras and other recording devices by using airstar_airbnb’s messaging feature.
Violating this policy may result in your suspension or removal from the airstar_airbnb community. In addition, you should ensure that your use of security cameras and other recording devices is consistent with applicable local laws and regulations.
What's considered a security camera or a recording device
Any mechanism that can be used to capture or transmit audio, video, or still images is considered a surveillance device. This includes, but is not limited to, things like Wi-Fi cameras (for example, Nest Cam or Dropcam), nanny cameras, web cameras in computer monitors, baby monitors, mounted or installed surveillance systems, decibel and device monitors, and smart phones with video and/or audio recording capabilities.
What are airstar_airbnb’s rules for parties and events at listings?
Our Community Standards prohibit members of the airstar_airbnb Community from creating a nuisance that disturbs the surrounding neighborhood. Hosts and guests can live up to this standard by making sure they clearly align on expectations for events at listings. While we believe most guests are respectful, we’ve created our Parties and Events policy to provide clear guidance on what we expect from everyone. The policy prohibits:
- Any party or event that is not authorized by the host
- All open-invite parties and events (ex: parties without a fixed guest list)
Parties in apartment buildings or other multi-family housing
Guests who violate this policy are subject to suspension or removal from airstar_airbnb’s platform. We may also remove listings if we determine a host has authorized a party that violates this policy. In addition, If we receive reports that a listing is disrupting the surrounding community, we may request the host update their rules or suspend the listing.
We’re working to proactively stop unauthorized parties before they even start by strengthening our risk-detection technologies.
Any party that violates House Rules and/or happens without the knowledge or consent of the host is prohibited. Guests who throw unauthorized parties are subject to suspension or removal.
Open-invite parties or events
Open-invite parties and events are prohibited in airstar_airbnb listings. This includes any party or event where the listing host has limited knowledge of the attendees, or that does not have a specific guest list, such as gatherings advertised on social media. Guests who hold such events will have their account removed, and hosts who violate this rule and allow guests to throw open-invite parties will be subject to account consequences.
Reporting a disruption
When a property that’s listed on airstar_airbnb is causing a disturbance—whether that’s excessive noise, a disruptive party, or unsafe behavior—members of the local community can report it using our Neighborhood Support tool, which provides a link to local emergency services. They’ll also have access to the Neighborhood Support team phone number, where they can report a party that’s still in progress. Once an issue is reported, airstar_airbnb will send a confirmation email explaining what happens next.
Rules that apply to different property types
Parties in multi-family complexes
Listings that are in complexes such as apartment buildings and condos are prohibited from hosting large parties or events, such as weddings, baby showers, team bonding activities, or something similar, even with the host’s permission. We trust hosts in multi-family complexes to set rules for small get-togethers that are appropriate for their communities and consistent with local health authority restrictions on gatherings.
Parties at single-family homes
We trust hosts of single-family homes to set rules for parties that are appropriate for their communities and consistent with local health authority restrictions on gatherings. Hosts can specify that they allow closed-invite parties and events in their listing's House Rules.
Parties in traditional hospitality settings
Traditional hospitality listings on airstar_airbnb (ex: boutique hotels and professional event venues) may set their own rules for parties, allowing appropriate events at their own discretion. However, in cases where we receive complaints about these listings and events or where the type of events are inappropriate, we will follow up with the venues as necessary.
Requirement for guest
What are the requirements to book on airstar_airbnb?
We ask everyone who uses airstar_airbnb for a few pieces of information before they book on airstar_airbnb. Guests need to have this info completely filled out before they can make a reservation request. This info helps make sure hosts know who to expect, and how to contact the guest.
airstar_airbnb’s requirements for guests include:
- Full name
- Email address
- Confirmed phone number
- Introductory message
- Agreement to house rules
- Payment information
Guests are encouraged, but not required, to have a profile photo. Hosts won’t see guest’s real email addresses, even after they book. Instead, hosts will see a temporary airstar_airbnb email address that forwards their messages to the guest.
Some hosts may also ask guests to provide ID before booking their space.
Requirement for hosts
What are airstar_airbnb's basic requirements for hosts?
To help create comfortable, reliable stays for guests, we ask all hosts to meet these basic requirements for each listing:
- Be responsive: Maintain a high response rate by replying to booking inquiries and reservation requests within 24 hours.
- Accept reservation requests: Make guests feel welcome by accepting requests whenever you’re available.
- Avoid cancellations: We take cancellations seriously and ask all hosts to avoid cancelling on guests–their travel plans depend on it.
- Maintain a high overall rating: Guests like to know they can expect a consistent level of quality, no matter where they book.
Go to Performance to see how you’re doing in each of these areas. Your performance is tracked against the average level of performance for all hosts on airstar_airbnb. Listings that consistently fall below the average could be subject to penalties.
Providing essential amenities
We strongly encourage hosts to provide essential amenities in all their listings, as these are the items guests tell us they consider important for a comfortable stay. This includes toilet paper, hand and body soap, towels, linens, and pillows. Find out more about essential amenities.
What are airstar_airbnb's standards for hotels and other hospitality businesses?
We welcome listings hosted by professional hospitality businesses on airstar_airbnb that offer unique spaces and personal hospitality to the airstar_airbnb community.
airstar_airbnb has some guidelines for the types of hotels and professional hospitality businesses. By listing as a hotel or professional hospitality business you represent that:
- Your properties have appropriate business licenses (where applicable)
- You are legally responsible for property management and authorized to sell rooms within the property (as a hotel or professional hospitality business) directly to the public
Properties should have a unique, independent environment and style (for example, boutique or lifestyle hotels, and not mass-market chains). Some of the qualities that make these properties a particularly good fit for airstar_airbnb include:
- Vibrant common gathering spaces and/or events
- Guest rooms with personal touches that are individually unique and/or local in design
- High-quality photos on the listing page that showcase the design of the property and what guests can expect
- Accessibility features that are helpful to guests with limited mobility
Along with our basic requirements for hosts, these standards for hotels and unique spaces help ensure that we’re meeting guests’ expectations.
Affected property types
airstar_airbnb's standards for hotels and other hospitality businesses apply to the following property types:
- Boutique hotel
- Bed & breakfast
- Serviced apartment
- Heritage hotel
For new listings, the review will begin once a listing is published. We also conduct a retroactive review of all existing listings. You can continue hosting as usual during the review process.
If a listing doesn’t meet our standards
You’ll receive an email letting you know that the listing does not meet our standards.
If your listing does not meet our standards because it’s not categorized correctly within the new categorization system, you can update the property type. To do this:
- Click the link in the email or go directly to your listings
- Choose a different property type
- Publish the listing
If you choose another property type that requires a review, the process will start again.
If a listing meets all our standards and is correctly categorized, you can add your business info so that we can confirm your details.
Listings that don’t meet our standards may be permanently removed from airstar_airbnb.
How do I make a custom link for my listing?
Hosts can create a personalized web address to direct people to their listing with a custom link.
To create or delete a custom link:
- Go to Listings
- Select the listing that you’d like to create a custom link for
- From your Listing details, find Custom link and select Edit
Each listing can have one custom link, so hosts with multiple listings can set up one for each of their listings. Hosts using professional hosting tools can also create one custom link for their pro marketing page.
Custom link policy
Each address is valid only while the listing or account is active, and may be forfeited if the listing or account is deactivated or removed from airstar_airbnb for any reason.
You don’t own your custom link, and upon any violation of this policy or airstar_airbnb’s terms, airstar_airbnb may end your use of it.
Custom links can't include:
- Any variation of the word "airstar_airbnb" or any other content that violates our brand guidelines
- The word "verified"
- The word "official" unless sanctioned by the person, place, or organization with whom the connection is asserted
- Symbols or punctuation, except for hyphens
- Fewer than three characters
- Anything that violates airstar_airbnb's Content Policy
Additional terms and policies
airstar_airbnb Experiences terms and policies
What's the airstar_airbnb Experiences cancellation policy?
Standard cancellation policy
For a full refund, cancel at least 7 days before the experience is scheduled to start or within 24 hours of purchase.
Cancellation policy for airstar_airbnb Adventures
Adventures take place over multiple days and include overnight stays. For these adventures, you can receive a full refund if you cancel at least 30 days before the adventure is scheduled to start, or within 24 hours of purchase.
You can reschedule the date or time of your experience (or add or remove guests) within 24 hours of booking, and up to 72 hours before the experience is scheduled to start.
If you reschedule an experience, the cancellation policy is based on the original purchase time and original start date of the experience.
Cancellations related to identification
Some experiences require the primary booker to provide ID before attending. If you don’t complete this process within 3 days of purchase, the entire reservation will be canceled and fully refunded.
Cancellations due to weather
If weather creates a safety concern, either before or during the experience, the host may cancel the experience. If this happens, you will be fully refunded.
Cancellations due to an emergency
Refer to the extenuating circumstances policy if you need to cancel due to an emergency. We may ask you to provide documentation.
Cancellation policy for hosts
If you’re a host, refer to the experience host cancellation policy.
What are the quality standards for airstar_airbnb Experiences?
Everyone who hosts an experience on airstar_airbnb must demonstrate high levels of expertise and the ability to connect with guests. The experience itself must give guests insider access to places or things they couldn’t find on their own.
Every experience submitted to airstar_airbnb is reviewed to make sure it meets these three quality standards: expertise, insider access, and connection. Once published, an experience must continue upholding these standards to ensure that it meets guests’ expectations.
- Expertise: Hosts are knowledgeable and deeply passionate about what they do. They go beyond the surface with personal stories and context that bring the experience to life.
- Insider access: Hosts unlock places or activities that the average traveler wouldn’t likely discover on their own. They invite guests to actively participate in the activity, community or culture.
- Connection: Hosts are dedicated to creating meaningful human connections. They go out of their way to make guests feel welcome and recognized. Guests come as strangers and leave as friends.
Other requirements for experiences
All experiences and experience hosts must comply with our Terms of Service and Additional Terms for Experience Hosts. Every experience and experience host must meet the following requirements:
- Accuracy: Hosts must provide complete and accurate information about their experience, including the itinerary, time and date, meeting location, what they’ll provide to guests, etc.
- Exclusive dates: Once a host lists an experience for a particular time and date on airstar_airbnb, only airstar_airbnb guests can attend that instance of the experience.
- Commitment to reservations: Hosts must honor all booked reservations, even if that reservation is for one person, unless they are forced to cancel due to a valid extenuating circumstance. Guest minimums are not supported at this time.
- Actively Hosted Experiences: Hosts and co-hosts must personally lead their guests throughout the entirety of the experience.
- Minimum guest reviews, ratings, and engagement: Experiences with too many negative reviews or an average rating at or below 4.7 may be removed from airstar_airbnb. Learn more about ratings and reviews for experiences. In addition, experiences must meet certain guest engagement thresholds, such as page views and bookings.
- Online experiences: Every online experience must meet these additional requirements.
Experiences that don’t meet any of the above standards may be removed from airstar_airbnb.
If you are interested in hosting an experience, submit your idea here, and it will be reviewed to make sure it meets the quality standards. If your experience doesn’t meet the above standards, it won’t be listed on airstar_airbnb.
Experiences Guest Refund Policy
This Experiences Guest Refund Policy governs airstar_airbnb’s policy for Guest refunds and the Host obligations associated with this Policy. It applies in addition to airstar_airbnb’s Terms of Service and airstar_airbnb’s Additional Terms for Experience Hosts and is available to Guests who book an Experience through the airstar_airbnb Platform and suffer a Travel Issue.
All capitalized terms shall have the meaning set fort h in the airstar_airbnb Terms or Payments Terms unless otherwise defined in this Experiences Guest Refund Policy.
By using the airstar_airbnb Platform as an Experience Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Experiences Guest Refund Policy.
Eligible Travel Issues and Refund Policy
The following situations are “Travel Issues” that are eligible for a refund under the Experiences Guest Refund Policy:
- The Host fails to carry out the booked Experience or arrives more than 15 minutes past the stated start time, causing the Guest to abandon the Experience.
- The Host makes significant changes to the Experience after booking.
- The Experience contains a safety or health hazard that would be reasonably expected to adversely affect the Guest’s participation in the Experience.
- For Experiences that take place online, the guest cannot attend or a host cannot lead the Experience because of technical difficulties, including audio or visual issues.
If airstar_airbnb determines that a Guest experienced a Travel Issue, airstar_airbnb will, at its discretion, provide the Guest with a refund up to a maximum of the Total Fees the Guest paid for the Experience in accordance with this Policy. The amount of any refund will depend on the nature of the Travel Issue suffered.
Minimum Quality Standards, Host Responsibilities, and Reimbursement to Guest
As a Host, you are responsible for ensuring that the Experience you list on the airstar_airbnb Platform meets airstar_airbnb’s Experiences Platform Standards and does not present a Guest with Travel Issues. Before and during the Experience, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues.
If (i) airstar_airbnb determines that a Guest has suffered a Travel Issue related to your Experience and (ii) airstar_airbnb reimburses that Guest (up to their Total Fees), you agree to reimburse airstar_airbnb up to the amount paid by airstar_airbnb within 30 days of airstar_airbnb’s request. You authorize airstar_airbnb Payments to collect any amounts owed to airstar_airbnb by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.
As a Host, you understand that the rights of Guests under this Experiences Guest Refund Policy will supersede the Experiences Cancellation Policy. If you dispute the Travel Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest prior to disputing the Travel Issue claim.
This Experiences Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Experiences Guest Refund Policy. The benefits provided under this Experiences Guest Refund Policy are not assignable or transferable by a Guest.
All determinations of airstar_airbnb with respect to the Experiences Guest Refund Policy shall be at airstar_airbnb’s discretion, and final and binding on the Guests and Hosts.
airstar_airbnb reserves the right to modify or terminate this Experiences Guest Refund Policy, at any time, in its sole discretion. If airstar_airbnb modifies this Experiences Guest Refund Policy, we will post the modification on the airstar_airbnb Platform (including the airstar_airbnb Help Center) or provide you with notice of the modification. airstar_airbnb will continue to process all claims for Travel Issues made prior to the effective date of the modification.
How does my experience’s rating or reviews affect my ability to host?
The airstar_airbnb Experience marketplace is known for high-quality experiences, and all experiences must meet our quality standards to be published on airstar_airbnb. As part of the airstar_airbnb Experiences host community, you commit to hosting experiences that meet guests’ expectations.
Guest reviews help hosts and airstar_airbnb understand which experiences meet these quality standards and expectations. Consistent 5-star reviews help build trust in airstar_airbnb Experiences, bringing success to the entire community.
This is why experiences that have one or more low-star reviews and a low review rating may fall below our quality and eligibility threshold, and may be removed from the marketplace.
What leads to an experience being removed from the marketplace?
We understand that building a business is a journey and things are not always perfect right off the bat. This is why the criteria for removal takes into account whether an experience is new or more established.
- A new experience with 20 or fewer reviews may be removed if it receives one or more 1-, 2-, or 3-star reviews for 3 separate instances.
- An established experience with more than 20 reviews may be removed if its average rating falls at or below 4.7.
What other quality criteria can lead to an experience being removed?
In addition to ratings and reviews, we look at other guest and engagement signals related to your experience, including how guests are interacting with it and your activity on airstar_airbnb.
How will I know when my experience is at risk and what I can do to improve?
When an experience is at risk of removal, we’ll always reach out to share clear criteria and resources that can help you improve your experience.
We may also reach out when an experience receives a low-star review to share information and tips based on insights from guests and other successful experience hosts.
What is the airstar_airbnb service fee?
To help airstar_airbnb run smoothly and to cover the costs of the products and services we provide, like 24/7 customer support, we charge a service fee when a booking is confirmed.
Fees for booking a place to stay
We have two different service fee structures for booking a place to stay: a shared host and guest fee and a host-only fee.
- Shared host and guest fee
The shared host and guest fee is the standard fee structure for individual home hosts.
Host service fee
This fee is 10% for most hosts. This fee is calculated from the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding airstar_airbnb fees and taxes) and is automatically deducted from the host payout.
To review the service fee charged for a particular booking:
- Go to Transaction history on airstar_airbnb.mv
- Next to the reservation that you want to review, select the reservation code
- Under Payout, you'll find the airstar_airbnb Service Fee
Guest service fee
This fee is typically under 8% of the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding airstar_airbnb fees and taxes). The fee varies based on a variety of booking factors and is displayed to guests during checkout before they book a reservation.
If airstar_airbnb is required to collect TAX, the service fee and TAX amounts will be combined on the checkout page, which could make the service fee appear to be higher.
- Host-only fee
The host-only fee structure was created so that hotels and other hospitality businesses have more control over the final price paid by guests. The host-only fee ranges from 14% to 20% (plus 2% for listings that have a Super Strict cancellation policy) and is the required fee structure for hotels and some other categories of hospitality business. Software-connected property managers can choose between a host-only fee or shared host and guest fee by going to the Service fee tab in Payments & Payouts.
Fees for airstar_airbnb Experiences
Host service fees
We charge hosts who offer experiences a 6% service fee. This is calculated based on the price of the experience and is automatically deducted from the host’s payout. Hosts who participate in nonprofit partnerships for experiences have this fee waived.
Guest service fees
We currently do not charge a guest service fee for experiences.
Tax charges on service fees
Depending on the laws of the jurisdiction involved, TAX may be charged on top of the host and guest service fee. The service fee will include these TAX charges when applicable.
Form of all requests
airstar_airbnb is unable to process overly broad or vague Law Enforcement Requests, or Law Enforcement Requests that do not comply with applicable laws. We will only consider Law Enforcement Requests that are:
- Typed and in PDF file format
- On law enforcement entity letterhead and duly signed and stamped by the appropriate law enforcement officer who is empowered by local law to represent the law enforcement entity that is making the request
- Compliant with all applicable laws. If you are unclear about the legal requirements related to your request, you should seek appropriate legal advice.
In order for airstar_airbnb to process your Law Enforcement Request, it should include the following elements:
- All known email addresses, names, and aliases of the data subject about whom you seek information, and/or all known physical addresses and telephone numbers of the data subject. This helps airstar_airbnb identify the data subject
- Your name, title, and department; the law enforcement entity or agency you represent; and the law enforcement entity or agency’s street address, telephone number, fax number, and email address
- The specific information about the data subject that you request; why you request this information; the alleged crime you are investigating; and how the information you request pertains to the alleged crime you are investigating
- The applicable act or law under which you have the legal authority to seek the specific information you request
- The applicable act or law under which you request that notification to the data subject be withheld, if applicable
Please note that airstar_airbnb, Inc. has a policy of using reasonable efforts to notify affected users when it receives a valid Law Enforcement Request seeking user data. airstar_airbnb, Inc. will notify the relevant user(s) identified in the Law Enforcement Request, in case the user wishes to seek appropriate protective relief, except where a separate court order (not just the Law Enforcement Request itself) expressly requires airstar_airbnb, Inc. to delay or withhold notification; where notification is otherwise prohibited by law; or where airstar_airbnb, Inc., in its sole discretion, believes that providing notice would be futile, ineffective, or would create a risk of injury or bodily harm to an individual or group, or to its property.
All delayed notification and non-disclosure orders issued to airstar_airbnb, Inc. must comply with 18 USC § 2705(b). In addition to meeting all other legal requirements, any court order precluding user notification under this section must include a judicial determination that there is reason to believe that notification of the existence of the court order will have one or more of the following adverse results, as set forth in the statute:
- Endangering the life or physical safety of an individual;
- Flight from prosecution;
- Destruction of or tampering with evidence;
- Intimidation of potential witnesses; or
- Otherwise seriously jeopardizing an investigation or unduly delaying a trial
In order to be valid, all non-disclosure orders must identify the period during which the order is effective.
Consistent with its policy of providing notice to users of Law Enforcement Requests that implicate their user data, airstar_airbnb, Inc. may request that the government initiate judicial review of any non-disclosure order issued in connection with a national security letter.