Safety tips for partners

Tips to ensure that you and your property are protected

Questions about hosting?

Our Partner Hub has answers to your most pressing questions. It covers everything from how to find reservation information to how to update your property’s availability. Through tutorials, guides and videos, this platform is where you’ll find the help you need to manage your partnership with

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Enable 2FA on your account

2FA (2-factor authentication) adds an additional layer of security to your account. In the event your username and password are compromised, will send a unique verification code to your mobile device, which must be submitted prior to granting access to your account.

Go to account settings

COVID-19 resources

We’ve prepared some useful guidelines and tools to support you in mitigating potential health risks and to help safeguard the wellbeing of staff and guests at your property.

Read more

Stay safe as a host

Hosts preparing a bedroom for new guests

Set clear expectations

When you’re setting up your host profile, be clear and informative about the features of your property and the surrounding area. If you are renting out your private home, you may want to welcome guests on arrival and to show them around.

Get to know who is coming

Use our messaging system to talk to your guests prior to their stay. This is an opportunity to give both you and your guests peace of mind and to provide extra information (such as how to check in). Don’t be afraid to ask questions about the number of guests coming, the purpose of their trip, or if it’s their first time renting a property. We strongly advise you not to give out your personal contact information to a guest until you’ve met – try to keep all communication within our platform.

Establish house rules

It’s wise to establish house rules that set standards for how you’d like guests to behave. Some common themes you can address include pets, smoking, parties and noise. You can select these in the extranet, or leave a printed copy at your property.

Set your guest requirements

In order to make sure you receive genuine bookings, we require guests to provide a valid email address, credit card information and to maintain a good track record for their stays. To give you more control over who can book your property, you can also set additional guest requirements in the extranet.

Keep your guests safe

Here are some suggestions to prepare your property for your guests’ safety. Remember, you may need to take additional precautions depending on individual circumstances.

  • Consult your local government or council to ask which safety standards need to be fulfilled.
  • If you are renting out your home, inform your neighbours prior to accepting guests.
  • Provide your guests important local information like the telephone numbers of emergency services, and food and drinking water regulations.

If you want to learn more about ensuring safety at your property, feel free to read our article about safety and emergency tips.

Fire and CO Prevention

  • Make sure your emergency exit is visible, that there is nothing obstructing it and that it is outlined in your property evacuation plan.
  • Keep a fire extinguisher in an easily accessible place and check it regularly. Install smoke and CO detectors on all floors, and consider a sprinkler system.
  • Make sure your gas cookers, water heaters and other electricity appliances are regularly cleaned and checked. Also make sure the valve to shut off the gas is easily accessible.

Electrical safety and other hazards

  • Cover unused electrical outlets with safety caps.
  • Check your appliances regularly for faulty switches, plugs and frayed cords.
  • Replace cord and wires once they get old, and keep them uncovered, away from other items.


  • Install child-safety locks and removable gates for doors, windows, drawers, appliances and any falling hazards.
  • Double-check banisters and railings of all stairs, balconies, porches and walkways to ensure that they’re sturdy and well-mounted.
  • Provide your guests with contact information for local emergency rooms and paediatric centres.

Keep your property safe

Father having breakfast with his two young kids

Prepare your property

Put valuable or particularly personal belongings in a safe place if you are renting out your private home. If you want additional reassurance that your property is protected and guest expectations are managed, you can also set up a damage deposit policy.

Check your insurance

The chances of guests damaging your property are extremely low but it’s smart to insure yourself against the unexpected. Regular homeowner insurance doesn’t always cover short-term rentals to others, so contact your insurance provider to check if you need additional coverage.

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Keep your account safe

How to stay safe online

We are constantly evaluating online threats and strengthening our security in order to stay ahead. We use established security procedures to protect your account.

As a user of our platform, you can also help us keep your accounts and identity protected by looking out for emails, text (SMS) or WhatsApp messages that contain links and/or attachments, that ask you to sign in to your account or that require you to enter personal or financial information. Learn more about phishing.

Fraudsters may also try to gain access to your account information via phone call or in person, a technique called social engineering.

If you ever notice suspicious activity, please report it to us immediately.


Protect your account with 2FA

Enable 2FA on your account

2FA (2-factor authentication) adds an additional layer of security to your account. In the event your username and password are compromised, will send a unique verification code to your mobile device, which must be submitted prior to granting access to your account.

Please keep in mind that our partner service representatives will only ever ask you to share your property ID. Our partner service representatives would not ask you to provide the password of your account or any sensitive financial information, such as your credit card number.

Want to learn more?

Please check our article, How to prevent unauthorised use of your account to get more tips about safety.

What you can do if things go wrong

Guest misconduct

  • Report it to law enforcement first: In case of abusive behaviour from a guest, either verbal or physical, please contact law enforcement officials immediately. Please hold onto any police reports or other documents you may receive, this may be helpful for the future of your case.
  • Then report it to us: In the unlikely event of abusive behaviour, misconduct by the guest or other illegal activities, it’s important for us to know. Please report it to us so we can help to protect you and our other partners in future.
Read more about guest misconduct

Keeping your damage deposit

If you’ve already collected a damage deposit, you are within your rights to keep it in cases where the damage is proven to be caused by the guest.

Read more about damage deposits

Disaster relief efforts

We are constantly looking into new ways to support our partners and guests when things go wrong. Our team works with government officials and organisations all around the world to support relief efforts on the ground.

Whenever there is a natural disaster or severe, security-related event, will assess the impact the event has had on you as part of our crisis response. You can expect us to contact you to determine if you are OK (and are still able to welcome guests).


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