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Enforcement

We believe in maintaining a safe and fair experience for everyone. This article explains what our enforcement actions are, why they happen, and what to expect if they apply to you.

When we take action

We may take enforcement action if we find that you've breached our Terms of Service (including our values, community standards, or community guidelines), your agreement with us, or generally failed to comply with applicable laws or regulations.

Types of actions we may take

We assess each report on a case-by-case basis and take appropriate action. Enforcement actions depend on factors such as the severity of the issue, the supporting evidence, and whether it has occurred before. We take repeat violations seriously to help maintain a safe and trustworthy travel environment for travelers, and to protect partners from abuse or improper use of the travel experiences they offer. Depending on the nature and severity of the issue, we may apply different levels of enforcement.

For partners

For partners

If your behavior breaches your agreement with us, including our values, community standards, community guidelines, or any applicable laws or regulations, we may, where applicable, take the following actions:

  • Notification: Communication to inform you of a reported concern and provide guidance or educational information.
  • Warning: A formal notice regarding inappropriate behavior, informing you that further issues may result in stricter enforcement actions.
  • Listing suspension: Temporary removal of your listing, either while an assessment is pending or as a final action.
  • Listing termination: Permanent removal of your listing, with no option for reinstatement, applied in serious cases.
  • Future booking relocation and cancellation: Action taken to relocate or cancel upcoming reservation(s) when critical safety risks or significant concerns are identified.

For travelers

If your behavior breaches our Terms of Service, including our values, community standards, community guidelines, or any applicable laws or regulations, we may take the following actions:

  • Warning: A formal notice regarding inappropriate behavior, informing you that further issues may result in stricter enforcement actions.
  • Account blocklisting: A restriction preventing you from creating new reservations.
  • Account disabling: A restriction that prevents you from accessing and using our platform altogether.
  • Booking cancellations: The cancellation of upcoming reservation(s) on your account when critical safety risks or significant concerns are identified and as a result of account disabling.
For travelers

How to challenge our decisions

We believe in transparency and the right to appeal. If you disagree with our decisions, you can request a formal review through our appeal or reopening processes.

For partners

  • If your listings are suspended or terminated, you may appeal the decision by submitting the Appeal Form provided in the email notifying you of our action.
  • Suspended or delisted partners may also request a reopening review by contacting their local Partner Support or Customer Service. Requests are evaluated based on new evidence or remediation efforts.
  • Property reopenings may be considered once all safety concerns have been fully addressed and risks have been appropriately mitigated.

For travelers

  • You may request the removal of an account from blocklisting or its reactivation by contacting our Customer Service.
  • If your account was blocklisted or disabled in breach of the Terms of Service under the EU's Digital Services Act, you may appeal by providing the requested information outlined in the email notifying you of our action.
  • If you are based in the UK, and your account was blocklisted or disabled in breach of our Terms of Service, you may choose to bring a claim for breach of contract.

What to expect

  • Our teams will review all appeals and requests in accordance with our values, community standards, and community guidelines.
  • All appeals and requests are carefully evaluated, and decisions are made with fairness and safety as top priority. We’re committed to providing a fair and timely review for every appeal and request.
  • You’ll be notified of the outcome of your appeal or request through the appropriate request channels.

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This article is intended for information purposes only and does not constitute legal advice, rights, or a guarantee​. ​​You may need to take additional precautions depending on individual circumstances.