Help Center

Help Center

How do I search for a place to stay?

When you search for a place to stay on Spbnb, you can narrow your options by using filters and reading the descriptions of places to check if they’d be a good fit for your trip.

To search for a place to stay:

  1. On Spbnb.com, enter your destination, travel dates, and number of guests.

  2. Click Search.

  3. If you want, use the filters (for example, price range) to narrow your options. Click More Filters to see all available filters.

  4. Scroll through the listings or use the map to find listings in the location you want.

  5. Click on a listing to open it. To learn more about it, read the description, check the available amenities, review the House Rules, and see reviews that other guests have left for the host.

  6. If you have any questions, send the host a message. Or, if you’re ready to book, request to book the listing (or use Instant Book if the host has it turned on).

You can also share your favorite places with your friends on social networks to get their opinion.

Note: When you look at a listing, we might indicate that it’s a “Good Value”. This means that the price is lower compared to other homes for the dates you choose that are similar in location, ratings, and amenities. Keep in mind that many homes are unique, and different attributes may be important to different guests.


How do I use search filters?

If you want to narrow down your choices when looking for a place to stay, you can use search filters.


Descriptions for filters

For the most accurate results, always start your search by choosing your destination, number of guests, and dates.

Other filters are available as well, some of which can be found by selecting More Filters below the filters that are showing.

  • Room type: Choose the type of space you'd like to book, for example a shared room or an entire home.

  • Price range: Use the sliding scale to find listings in your price range.

  • Instant Book: Find places that you can book instantly.

  • Rooms and beds: Pick the number of bedrooms, bathrooms, or beds you need.

  • Amenities: Select the amenities you want for your stay, for example breakfast or a hot tub.

  • Facilities: Select from facility options like a gym, free parking, or air conditioning.

  • Accessibility: Select the features you require to move around a home comfortably and safely.

  • Neighborhoods: Choose the parts of town that interest you the most, if available. For detailed information on some popular cities, check out our Neighborhood guides.

  • Host Language: Choose hosts who speak a language you're comfortable with.

We're always trying to make it easier for you to find what you're looking for. Sometimes, that means adding new search filters, and other times, it means removing filters. So the filters we offer will change over time.

At this time, there is no way to search using keywords.


How do I search by neighborhood?

To help you decide where to stay, you can search by neighborhood for a number of cities. To search by neighborhood:

  1. Search for a city on Spbnb.com

  2. Under the price range slider, click More Filters

  3. Next to the Neighborhoods section, choose a neighborhood you want to search. If you don’t see this section, that city doesn’t have any neighborhoods recorded on Spbnb

You can also type the name of the neighborhood you're looking for in the search field, or browse neighborhoods by clicking different locations on the map.

At this time, not all locations have neighborhoods on the site, but we’re actively working on adding more.


How do I know which neighborhood to choose?

If you’re not sure which neighborhood is the best fit for your trip, you can use the Neighborhoods page for your destination to get a description of each neighborhood based on research with locals and city experts.

In the Spbnb app, you can provide extra information about your trip to see more personalized homes and neighborhoods. You can choose filters such as property type (for example, apartment or castle) and neighborhood types (for example, “hip” or “quiet”). You can also indicate if you’re traveling with any children or pets. Using this information, along with a number of other search and ranking factors, we’ll display neighborhoods and homes for your specific trip, as well as “Popular” listings based on our existing ranking factors.


How do I know if a listing is available?

As long as you enter your destination, travel dates, and number of guests when searching on Spbnb, all listings that show should be available for your trip.

While we strongly encourage all hosts to keep their calendars up to date, consider sending a message to hosts to double check that their home is still available. You can also message the host to ask them other details about their space.

Find out more about how to search for a place to stay.


What does the room type of a listing mean?

Hosts on Spbnb offer a wide variety of spaces, ranging from shared rooms to private islands. All homes are grouped into the following three room types:

  • Entire place

  • Private room

  • Hotel room

  • Shared room

Entire place

Entire places are best if you're seeking a home away from home. With an entire place, you'll have the whole space to yourself. This usually includes a bedroom, a bathroom, a kitchen, and a separate, dedicated entrance. Hosts should note in the description if they'll be on the property or not (ex: "Host occupies first floor of the home"), and provide further details on the listing.


Private rooms

Private rooms are great for when you prefer a little privacy, and still value a local connection. When you book a private room, you'll have your own private room for sleeping and may share some spaces with others. You might need to walk through indoor spaces that another host or guest may occupy to get to your room.


HOTEL ROOMS

Hotel rooms are great for hostel owners or hotel/motel proprietors to designate to guests that they will be recieving that extra standard of service that comes with staying at a professionally maintained accommodation.


Shared rooms

Shared rooms are for when you don't mind sharing a space with others. When you book a shared room, you'll be sleeping in a space that is shared with others and share the entire space with other people. Shared rooms are popular among flexible travelers looking for new friends and budget-friendly stays.


In addition to looking for places to stay based on room type, you can also filter searches to look for something more specific like a pool or to browse listings that are good for traveling with a family.


What does "pending" or "exempt" mean in the license or registration number on a listing for a place to stay?

Some cities require that hosts obtain a license or registration number in order to list their homes on Spbnb. This field allows hosts to display that number directly on their listing to comply with local laws. Not all cities require that hosts register, nor are all hosts required to register, so the absence of a number does not mean that the host is not compliant.

Sometimes you might find something other than the license or registration number including:

  • City registration pending: This means that the host has started the registration process with a city, but has not been granted a license or registration number yet. These listings are fine to book.

  • Exempt: This means that the host’s listing is exempt from the city’s registration process for reasons determined by the city. These listings are also still perfectly fine to book.


Don’t transact off the Spbnb website

In rare cases, a host might abuse this field by entering a phone number or an email address, and

encourage you to contact them directly to book outside of Spbnb. It’s important to remember that if you transact off the Spbnb website you are not protected under our Terms of Service, cancellation and refund policies, Host Guarantee, Host Protection Insurance program and other safeguards.

If someone asks you to pay for a reservation outside our on-site payment system—or you think someone might be abusing this field—let us know and click the flag icon to report the listing.


How can I tell if a listing allows pets?

To find out if a listing will let you bring your pet for your stay, check the House Rules section of the listing description. It’s also a good idea to contact the host before you book, to find out if there are any specific restrictions.


Find listings that allow pets

To find listings where pets are allowed:

  1. Go to Spbnb.com and click Homes

  2. Click More filters at the top of the page

  3. On the More filters page, scroll to the bottom of the page

  4. Under House rules, check the Pets Allowed box

  5. All listings that appear specify that they allow pets (but be sure to double-check)

Even if a listing appears in the Pets Allowed category, you should contact the host to check if the status is still current and if specific restrictions apply.


Find out if a listing allows pets

To check if you can have pets at a specific listing:

  1. Go to the listing on Spbnb.com

  2. Scroll to the bottom of the page

  3. Under Policies, check House Rules to find out if pets are allowed and if there are any restrictions (for example, pets not allowed on beds)


Pets already at the listing

To find out if the hosts have pets at the listing:

  1. Go to the listing on Spbnb.com

  2. Scroll to the bottom of the page

  3. Under Policies, check House Rules to find if there’s a section titled You must also acknowledge

  4. Under You must also acknowledge, if Pet(s) live on property appears, then other pets live there


What are neighborhoods?

Neighborhoods are a way to help travelers make informed decisions about where to stay when planning a trip. When visiting a new city, it can be helpful to know which neighborhoods may fit your interests and the purpose of your trip.


How neighborhoods are determined

On Spbnb, neighborhood boundaries are based on research with locals and city experts. A cartographer helps make sure these boundaries are accurate and up-to-date. This research also informs the detailed descriptions, photos, and stories about each neighborhood.


Search by neighborhood

You can search by neighborhood to narrow your options when looking for a listing. You can also get additional information about neighborhoods, such as location, access to transportation, and map, by browsing all available neighborhoods for the city you're interested in.


Give direct feedback or suggest changes

Neighborhood information is updated partly by using feedback from the community. If you feel that neighborhood information is incorrect, you can give us direct feedback. While we can’t respond to everything, we encourage you to share your knowledge and opinions.


Can’t find a neighborhood

While we’ve recently updated neighborhood information for popular travel destinations worldwide, not all locations have neighborhoods on Spbnb.


How do I save a favorite home?

To keep track of homes you like, you can save them. To save from a listing page:

  1. On a listing you want to save, click Save on the main photo, next to the Share button

  2. Click Create a new list

  3. Give your new list a name (for example, “Los Angeles Trip” or “Romantic Getaway”) and choose whether to keep the wish list private or public

  4. Click Create

To add more listings to this list, click Save on a listing page, or the heart on listings you see in search results for a particular destination, and choose your list.

Note: New lists may take a couple minutes to show up.


How do I manage my list of saved homes?

After you've created a saved list to keep track of listings you like, you can share it with others, add and remove listings, or delete the list altogether.


Share a Saved list

You can share a list with the people you want to travel with and allow them to add listings and notes to the list.

  1. On Spbnb.com, click Saved at the top of the page

  2. Click View Wish List and select the list you want to share

  3. Beneath the name of your list, click Invite others

  4. Add the email addresses for the people you want to plan with and add a note

  5. Click Send invites

  6. If you don't want to send an email, you can copy the link at the bottom of the page and share it with whomever you want to invite

To remove someone from the list, hover over their profile picture in the list and click Remove.


Remove a listing from a list

To remove a listing from your saved list:

  1. On Spbnb.com, click Saved at the top of the page

  2. Click View Wish List and select the listing you want to remove

  3. Click the heart on the listing you want to remove

  4. Confirm that you want to remove the listing


Delete a Saved list

To delete a Saved list:

  1. On Spbnb.com, click Saved at the top of the page

  2. Click View Wish List and select the list you want to remove

  3. Next to the name of the list at the top, click the pencil icon

  4. At the bottom of the page, click Delete this Wish List

  5. Confirm that you want to delete the list


How do I book a place on Spbnb?

When you book a place on Spbnb, you’re making arrangements to stay in someone’s home. Each host has their own style of hospitality, starting with how they like to get to know their guests. Some

hosts want to approve reservations, while others are comfortable letting you book their place instantly without waiting for approval.


  1. Complete Your Profile

In either case, it’s important to know that Spbnb is a community that relies on trust. Complete your

profile before you request a reservation with a host, so they can know a little bit about you when they confirm. Your profile should include photos and verifications, especially because some hosts require guests to have a profile photo or Verified ID in order to book.


  1. Find the Right Place

With over 800,000 unique listings around the world, you’ll want to make sure the place you choose has everything you need for a comfortable and memorable trip.

When searching for a place, make sure to include your dates and number of guests to get the most accurate pricing. Read reviews, descriptions, house rules, and amenities for each place to see if it’s the right fit for your trip. You can always contact the host if you have any questions about their home.


  1. Book It!

You’ve found the perfect place, and now it’s time to make it official. This is where the host’s preferred way of booking will determine how you’ll confirm your reservation.

    • Instant Book

For hosts who don’t want to approve each reservation, you’ll see a button on their listing that says Instant Book. Like the name suggests, you can confirm a reservation at these places right away. Learn more about Instant Book.

    • Request to Book

Many hosts prefer to approve reservations before they’re final. In this case, you’ll see a button on their listing that says Request to Book. To submit a reservation request, you’ll need to enter your payment details. Hosts have 24 hours to accept your request, and your reservation is automatically confirmed once they do. Learn more about submitting a reservation request.

    • Pre-approvals and Special Offers

If you decide to contact the host to ask questions before attempting to book, the host may respond to your message by inviting you to make a reservation with either a pre-approval or Special Offer. A pre-approval is an invitation to finish booking for the dates and number of guests you noted in your message. A Special Offer gives the host the opportunity to provide special pricing, dates, and other reservation details before you book. Learn more about booking a pre-approval or Special Offer.


What are the requirements to book on Spbnb?

We ask everyone who uses Spbnb for a few pieces of information before they book on Spbnb. 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.

Spbnb’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 Spbnb email address that

forwards their messages to the guest.

Some hosts may also ask guests to provide ID before booking their space.


What if a host asks me to sign a contract?

Some hosts require guests to sign contracts or rental agreements. If they do ask you to sign a contract, they must disclose this requirement and its terms prior to booking.

If you’re not comfortable with the contract, you may want to discuss your concerns with the host or find another place to stay.

If your host asks you to sign a contract that you weren’t notified about before you made the reservation, you can decline to sign the contract and ask your host to cancel your reservation instead.


What is Instant Book?

Instant Book listings don't require approval from the host before they can be booked. Instead, guests can just choose their travel dates, book, and discuss check-in plans with the host.


For hosts

If you have Instant Book on, it will apply to all available dates on your calendar. Guests who meet your requirements will be able to automatically book your space.

The benefits of Instant Book include:

    • Convenience: Book guests without having to respond to each request.

    • More guest interest: Guests can use filters to search for listings that can be booked instantly. Instant Book listings are more popular with guests since they’re able to more easily plan their trip.

    • Search placement: Instant Book positively affects your response rate for your listing, which can improve your listing’s placement in search results.


For guests

You can filter your search to only view listings that are available through Instant Book. To be eligible for Instant Book, you must complete your Spbnb account. There is no additional fee for confirming a reservation with Instant Book.


How do I book a pre-approval or special offer?

If you contact a host about their space before requesting to book it, the host has the option to invite you to book a couple of ways:

    • Pre-approval: The host invites you to book for the dates and prices shown when you contacted the host.

    • Special offer: The host chooses a custom price (or other details) and invites you to book with the new details.

      Note: A special offer will be for the nightly rate only, and won't include the guest service fee or any additional taxes, fees, or costs.


Find your pre-approval or special offer

You'll get an email notification when you receive a pre-approval or special offer. Go to Trips to see your reservation requests. You can also check your reservation status by looking in the message where you're talking with the host.


How to book a pre-approval or special offer

  1. Go to Messages

  2. Click the conversation with the host to open the message

  3. Find the box that shows the details of your pre-approval or special offer

  4. Click Book It

  5. Review your reservation details and your payment info

  6. Click Book now to complete your booking


Can I book on behalf of a friend or family member?

Transparency and trust are vital to the Spbnb experience. People rely on information in Spbnb profiles, reviews, and other verifications when deciding whether to host or stay with someone.

We require Spbnb reservations booked for personal travel to be booked by the person who's going to stay at the listing.

Instead of making a reservation for someone else, consider referring them to Spbnb. You can refer them to Spbnb directly from your dashboard by clicking the Invite Friends button. When a referred friend or family member successfully completes a qualifying reservation, you’ll earn travel credit.

For business trips, Spbnb allows designated bookers at companies enrolled in Spbnb for Work to book trips on behalf of others. If you book travel for your company, find out more about booking for your team.


What is self check-in?

Self check-in means that guests can access the listing using a key lockbox, smartlock, keypad, or by getting a key or access from the building staff, such as a doorperson or front desk attendant, any time after the designated check-in time on their arrival date. If access relies on building staff, the person must be available 24 hours a day to provide a key or access to the listing.


Can I visit a place to stay before I book?

We encourage all guests to complete their bookings through our website before meeting in person to best ensure their safety and privacy.

There are many ways to learn more about the place to stay and the host without visiting the property, including:

    • Private messaging

    • Profile verifications

    • Reviews

    • Verified photography


How can I be a considerate guest?

Traveling with Spbnb provides an opportunity to stay in unique spaces and connect with other members of our community. Like millions of travelers before you, we hope you find that experiencing a destination like a local creates memories, stories, and a feeling of belonging no matter how far you journey from home.

To help you prepare, here are a few tips to help enhance your experience with your listing and your host.


Before you book

    • Share your story in the bio section of your profile, and verify your information including your email address, phone number, and government ID. Hosts prefer to know who's asking to stay with them, and as a result you may have a better chance of your requests being accepted.

    • Spbnb has a diversity of listings, from shared rooms to entire homes. Make sure the space, house rules, and hosting style match your needs.

    • Spend some time reviewing your host's listing to make sure the place is a good match for you.

    • Get a sense of the strengths and weaknesses of the listing by reading reviews from other travelers.

    • Feel free to contact a host with any questions you have about a listing.


Before your trip

    • Communicate clearly with your host about any expectations or special needs you may have.

    • Always let your host know if you're likely to arrive late for check-in.


On your trip

    • Honor your commitments (including arrival time) and any house rules.

    • Enjoy your host's home as if you were staying with friends. Be respectful of your neighbors.

    • Explore the neighborhood and support local businesses. It's a great way to feel more like a local. Try asking your host about their favorite neighborhood spots!

    • Get your host's permission before having guests over.

    • When in doubt, reach out to your host with any questions or problems that arise.


After your trip

    • Always leave an honest review for your host to help guide future guests. Spbnb is built on community, and your host will also be invited to leave a review for you.


Does Spbnb offer travel insurance?

Please note that the information is provided for general education purposes only.

Spbnb does not currently offer travel insurance or endorse the products or services of any travel insurance companies, agents, or brokers.

Before purchasing a travel insurance policy, be sure you understand what it does and doesn’t cover. Coverage, plans, and providers differ globally.

You can buy travel insurance directly through a travel insurance company's website, through transportation providers like airlines and rental car companies, or through a travel insurance aggregator that brings together plans from many different providers.


Should I buy travel insurance?

Spbnb is providing this information for general educational purposes only and does not currently offer travel insurance or endorse the products or services of any travel insurance companies, agents, or brokers.

Travel insurance may protect you against unexpected financial losses you incur while traveling or due to changes you have to make prior to traveling. Anyone who is traveling should consider

purchasing travel insurance.

Every travel insurance plan is different, and it’s important to review the terms of the insurance policy to determine if the plan is right for you. Contact the provider with questions after reviewing the coverage, terms, conditions, and exclusions.

Travel insurance plans may include:

    • Trip cancellation: This benefit may cover you when certain covered reasons prevent you from taking your trip, like weather or worker strikes; sickness, injury, or death; or work-related interruptions.

    • Trip interruption: This benefit may reimburse you for expenses incurred if you need to end your trip early after it has begun.

    • Medical expenses: This benefit may reimburse you for medical expenses you incur because of an illness or accident that occurs during a trip.

    • Emergency assistance services: This benefit may provide assistance when you travel for critical needs like emergency transportation, medical evacuations, doctor referrals, and lost or stolen visas and passports.

    • Lost and damaged baggage protection: This benefit may provide coverage if your personal belongings are lost, stolen, or damaged during the trip.

    • Cancel for Any Reason (CFAR): This benefit may reimburse you for the whole trip or a portion of trip expenses incurred if the trip is cancelled for any reason.

Before purchasing travel insurance, make sure to check your existing coverages. Some credit cards may offer travel insurance plans and other benefits, like rental car coverage. Some homeowner’s

policies may have coverage for theft or loss of personal belongings while you’re away from home. You may also have coverage through your employer.


How will Brexit affect my upcoming trip?

Brexit shouldn't have any impact on your upcoming travel plans or reservations. There are no significant changes with how you should travel until at least January 1, 2021.

Here are some tips and guidelines for travel between the United Kingdom (UK) and the European Union (EU) to make sure your trip goes as smoothly as possible. As with all reservations, we do advise you to check with your transportation provider for travel updates as you're preparing to check-in.

Traveling after January 31, 2020

The UK government has provided the following information for British passport holders and inbound foreign visitors.

Traveling to Europe after Brexit

If you’re a UK passport holder, you shouldn’t need a visa to travel to Europe after Brexit. Check out the Visit Europe after Brexit web site for detailed info on visiting Europe. You can check travel advice for the country you’re visiting to get the latest information on specific requirements.

Traveling to the UK after Brexit

If you hold an EU, EEA, or Swiss passport, you also shouldn’t need a visa to travel to the UK after Brexit. Travel within the UK and Ireland will also be unaffected. The Visit UK after Brexit - Gov.uk web site provides detailed info on visiting the UK.

If you hold a passport outside of these areas, your visa requirements remain the same. Find out

m ore about traveling to the UK with a visa.


Can children travel on Spbnb?

Yes, children can travel on Spbnb, but some hosts have specified that their space may not be safe or suitable for children or infants.

Always accurately disclose the total number of guests, including infants and children, when making a reservation request. Infants (children under 2 years old) aren't automatically counted as guests when you're booking a reservation and won't incur any extra costs. Some hosts count children as guests, which can add an additional guest fee to the reservation.

You can also ask questions or clarify the details of your trip with your potential host (such as whether they count children as guests), by selecting Contact host before submitting a reservation request.


How old do I have to be to book on Spbnb?

You must be 18 years or older to create an account and use Spbnb’s site and services. It's against our Terms of Service for people under the age of 18 to create an account to travel or host.

In some locations, people under the age of 25 with less than 3 positive reviews can’t book entire home listings in their local area. These guests can still book nearby private rooms and hotel rooms. Outside of their local area, they can book any type of listing.


How do I add the full names of all guests to my reservation?

You may sometimes need a copy of your reservation with your name as well as the full names of all your guests, for purposes such as travel visa requirements. If you need a copy of your reservation with the names of all guests, including co-travelers and children, you can add these to your reservation before printing it out.

To add the names of additional guests:

  1. Go to Trips and choose the reservation you’d like to update

  2. Click on the reservation details

  3. Scroll down and click Save reservation details copy (PDF)

  4. In the text box under Who’s coming?, type the names of your additional guests and click Next

  5. Choose the language you’d like your reservation details to be saved in, and click Save Find out how to print a copy of your reservation details.

If you need to change the guest information in your itinerary, you'll have to get a new itinerary following the steps above.


How do I cancel a reservation request?

As long as your pending reservation request hasn’t been accepted by the host, you can cancel the reservation. You won’t be charged for the reservation or Spbnb service fees.

But, if you cancel after the reservation has been accepted, your reservation will be subject to the terms of the cancellation policy selected by the host. Find out how to check the status of a reservation request.

Note: Some reservations may generate additional charges or temporary authorizations. Find out more about when you’re charged for a reservation.

You can cancel a pending reservation by finding the message thread with your host in your Inbox and clicking or tapping Withdraw Request. You can also:

  1. Go to Trips and find the trip you want to cancel under the Upcoming tab

  2. Click or tap Show more trip plans

  3. For a reservation that says Pending host approval, click or tap Cancel reservation

  4. Click or tap Cancel request

You'll be taken to a new page where you can choose to either change or cancel your reservation request.


How do I check the status of my reservation as a guest?

You can check the status of your reservation by visiting the messaging inbox or by navigating to the Trips page and clicking or tapping Show more trip plans, then Show details.

If the status is Accepted, Confirmed, or Upcoming, your reservation is complete. You'll also receive an email with this info, and, depending on your account notification settings, a text (SMS) and a push notification from Spbnb.

If the reservation has another status, that means the booking isn’t finalized. Find out more about what each status means.


How booking works

If you booked using the Request to Book button, hosts have 24 hours to respond to your request. If

the host declines, or doesn’t respond, no charge is made and you can book a different place. Be sure you have valid payment information on your account and have completed verification if required by the host.

If you booked using Instant Book, your reservation is automatically confirmed.


What does each reservation status mean?

If you want to see the status of your reservation, you can find your status in your Inbox on the message thread with the guest or host.

Once you’ve found your status, you can see the details of the status below.


Reservation statuses

Inquiry: A guest sent a message to a host about certain dates, but hasn't submitted a reservation request. In response, the host can send a message, pre-approve, send a Special Offer, or decline the dates of the inquiry.

Reservation Request: A guest sent a message to a host by submitting a booking request for specific dates. In response, the host will need to either accept or decline the request within 24 hours before it expires.

Pending: A guest is waiting for a host to respond to a reservation request. The host has 24 hours to respond before the request expires.

Accepted: A host accepted a guest's reservation request or the request was accepted automatically with Instant Book. Spbnb has collected full payment from the guest and the booking is complete.

Declined: A host declined a guest's reservation request. No charge is made to the guest.

Expired: A host took more than 24 hours to respond to a pending reservation request. If the host wants to accommodate the expired request, the host will have to send a pre-approval or Special Offer, or the guest will need to send another reservation request.

Canceled: A host or guest canceled a confirmed reservation.

Pre-Approval: A guest has contacted the host about specific dates and the host has responded by inviting them to book the dates. If the guest accepts the pre-approval request within 24 hours, their reservation will be confirmed.

Special Offer: A guest has contacted the host about specific dates and the host has responded by inviting them to book the dates with a different price than what is listed on their calendar. If the

guest accepts the special offer within 24 hours, their reservation will be confirmed.

Awaiting Payment: A host chose to accept a guest's reservation request, but the guest's payment didn’t go through. The guest has 24 hours to successfully update their payment information for the reservation to be accepted. Otherwise, the reservation will be canceled without penalty.

Action Required: A guest submitted a reservation request to a host who requires they complete

Verified ID, and they haven't completed the process yet. The request is on hold until Verified ID has been confirmed.

Closed: The guest is no longer looking for a place to stay for the dates they requested.

Not Possible: A guest contacted a host about specific dates and the host responded with a Special Offer or pre-approval, but some or all of the dates are no longer available on the host's calendar.


How do I submit a reservation request?

If you’re ready to book a place on Spbnb, you can send a request to the host to book a reservation (make sure you have all the information you need before you book). If you’re unsure about the listing or its availability, you can also send a message to the host.

To send a reservation request:

  1. On a listing, select check-in and checkout date and set the number of guests, click Reserve.

    • If you are shown Confirm and Pay on the next page, the host is allowing you to book their place instantly. Your reservation will be automatically confirmed after this step.

  2. If you are shown a Request to book on the next page, review your reservation details to make sure everything is correct.

  3. Add your payment information, including any coupon code you may have.

  4. Write a message to the host and review the policies and terms, including the host’s cancellation policy.

  5. Click or tap Request to book and wait for the host’s response. The host has 24 hours to reply, but most reply within a few hours.

If your request is accepted, you’ll be charged in full for the reservation. If the host declines the request or doesn’t respond within 24 hours, no charge is made and you can try booking a different place.

    • You change your reservation — for example, you need to add another guest.

    • Your host makes a claim on your security deposit.

    • Your host requires taxes to be paid at check-in—this needs to be clearly stated on the listing prior to booking.

    • You booked a type of place, usually a hotel, that charges additional fees. These charges must be detailed on the listing page, and shown in your price breakdown before you book.

If a host asks you for more money than what you paid on the site and the extra charge wasn’t stated in the listing, in the price breakdown, or in the message thread, you can dispute the charges. Never pay a host directly for these charges.


How to pay after booking the reservation

Some additional fees will be collected at check-in, or within 48 hours of checkout—check the listing or price breakdown to find these details. You’ll be able to review these before you book.

In the event you need to pay the host more money, you should keep all payment transactions on Spbnb because Spbnb can’t help with any issues related to off-site or cash payments.


Do I have to pay if my reservation request isn't accepted by the host?

No—if your reservation request isn’t accepted by the host or expires without a response, there’s no cost for the reservation or any Spbnb service fees.


Depending on your payment method, you may see a temporary authorization or a refunded charge after a reservation request is declined or expires.


Temporary authorizations and refunded charges

Before you submit a reservation request, you'll see whether your chosen payment method will place a hold (called an authorization) or charge on your account for the amount of the reservation.

If your payment method is authorized

Some payment methods or locations require that the full amount of the reservation is authorized at the time of your request. If your reservation is accepted, the authorization will turn into a real charge and the amount will be deducted from your payment account.

If the reservation request is declined or expires, you’ll either see the authorization disappear altogether or appear as a refund in your payment account. Depending on the processing time of your bank, the release of the authorization may take up to 7 business days.

If your payment method is charged

Some payment methods or locations require that the full amount of the reservation is charged at the time of your request. If your reservation request is accepted, the charge remains and your reservation is confirmed.

If the reservation request is declined or expires, you’ll be refunded immediately and automatically.

Depending on the processing time of your bank, the refund may take up to 10 calendar days to process.


How do I submit my credit or debit card billing statement for payment verification?

After receiving a message saying that additional verification is needed for your debit or credit card, you’ll be prompted to submit your billing statement in order to use this payment method on Spbnb.

Find your statement

To find your statement, log in to your card account through your card issuer's website or mobile app. You should be able to download a recent statement.

Upload your statement

On a desktop or laptop computer, your billing statement can be uploaded as either a PDF or photo file. On a mobile device, your billing statement can be uploaded as a photo file.

If you have a paper statement, take a photo of the first page of the document that contains your name and account information. If your statement is in digital form, take a screenshot of the first page that contains your name and account information.

Feel free to block out account balances and transactions—just make sure the last four digits of the account number are visible.


What happens next

After the statement is submitted, we’ll email you within 24 hours to let you know if you can use the credit or debit card on Spbnb.

If you haven’t yet completed the verification process, visit Payment Methods to finish verifying your payment method.


What should I do if someone asks me to pay outside of the Spbnb website?

If you paid for your reservation outside of Spbnb (ex: a wire or bank transfer), you may have paid for a fraudulent reservation. To get help, let us know immediately. If you’re not sure, you can check if your reservation was booked through Spbnb.


Some fees are paid in person

Most of the time, the entire cost of the reservation will be paid at the time of booking through the Spbnb website. However, there are some occasions where you’ll pay other charges in person:

    • Additional fees: Some types of places, like hotels, charge additional fees for using their facilities. These include things like resort fees, security deposits, and cleaning fees. These fees will be listed in your price breakdown before you book, and are collected at check-in or within 48 hours of checkout.

    • Local occupancy tax: This is usually included in the cost of the reservation at the time of booking, but in some areas hosts are legally required to collect it in person instead. We ask hosts to communicate these additional charges before a guest books. Find out more about how taxes work for guests.


Report requests for offsite payment

If an Spbnb host on the Spbnb site asks you to pay off site or through another company, report it to us.

You won't receive a paper or PDF invoice from a host or from Spbnb asking you for payment. If a host uses any of these terms, report them: Western Union, MoneyGram, cashier's check, money order, Liberty Reserve.

To report a message

  1. Go to your Messages on Spbnb.com and click the conversation with the suspicious message

  2. In the message, click the Flag icon

  3. Select the reason you’re reporting this person, then click Next

  4. If you want to block all communication with this person, click Yes, block now To report an email

If you receive an email from anyone (including an automated@spbnb.com or any other username@spbnb.com email address) asking you to pay or accept payment offsite, let us know immediately.


Types of scams

Never share your email address before a booking is accepted or transfer funds outside the Spbnb system, and always carefully examine emails claiming to be from Spbnb.

Examples of common scams include:

    • Advance Fee Scam: Someone offers to pay you or give you something if you pay through a service outside of Spbnb.

    • Phishing Scam: Someone sends an email or link that looks like it's from Spbnb or another trusted site. These messages are designed to trick you into providing confidential information such as passwords or other email addresses. Phishing messages may contain malware, which is malicious software that gains access to your computer to gather your personal information, including passwords.

    • Travel Scam: Someone offers you a great deal on a listing if you pay or send a deposit using a wire transfer. After receiving your money, they don’t give you the reservation they advertised.

    • Overpayment Scam: Someone offers to pay a host more than the price of the reservation, and then asks the host to give them cash to cover the difference.

    • Third-party Booking Scam: Someone offers to reserve and pay for an Spbnb listing through their third-party website or service, often claiming to have an Spbnb coupon or discount. These reservations are typically paid for using stolen credit cards.

Note: Any reservations that are made outside of Spbnb violate our Terms of Service. If we identify that a reservation was made through a third-party service, we may cancel the reservation and deactivate the accounts of the person who made the reservation and the guest.


What payment methods does Spbnb accept?

We support different payment methods, which depend on the country your payment account is located in. So in addition to major credit and debit cards, certain payment options are available in specific countries or on specific platforms (like the iOS app or Android app).

We'll show you which payment methods are available to you on the checkout page, before you submit a reservation request. After you select your country, all of your payment details will be shown.


Payment options available worldwide

    • Most major credit cards and pre-paid credit cards (Visa, MasterCard, Amex, Discover, JCB, Maestro, Mir) as well as many debit cards that can be processed as credit


Payment options available for certain platforms or in select countries

    • Apple Pay for the iOS app

    • Google Pay for the Android app in the US

    • PayPal for select countries

    • Diners Club for select countries

    • Yandex.Payments for select countries


Payment options available for specific countries

Russia (Additional)

    • Yandex.Money

    • Web Money

    • Qiwi Wallet

    • WeChat Pay

    • Sberbank Online

    • Alfa-Click

    • ERIP

    • Tinkoff

Offline or cash payments are a violation of our Terms of Service, and can result in removal from Spbnb. We prohibit off-site payments because paying outside of Spbnb makes it harder for us to protect your information and puts you at a greater risk of fraud and other security issues.


How do I edit, remove, or add a payment method?

If an existing payment method on your account is incorrect (for example, an expired credit card), please remove the affected payment method, then add the correct details as a new payment method.


Editing a payment method for upcoming payments

If you have an existing reservation with payments scheduled for a future date (for example, a

long-term reservation), you can change the payment method for the scheduled future payments, or pay early, with the following steps:

  1. Go to Trips and select the trip that you want to change

  2. Under What you've booked, select your reservation

  3. Under Payment details, select Get receipts and manage payments

  4. On the Your payment details page, go to Scheduled payments and select Update payment details

  5. Update your payment method and select when you want to pay

  6. Select Submit


Removing a payment method

You can remove a payment method from your account unless it’s being used on a pending or active reservation.

To remove a payment method:

  1. Log in to Spbnb from a browser

  2. Go to Payments & Payouts

  3. Next to the payment method, select the three dots icon

  4. Select Remove


Adding a payment method

If you’d like to add a payment method other than a credit or debit card, you’ll need to do it on the checkout page.

To add a credit or debit card to your account:

Log in to Spbnb from a browser

  1. Go to Payments & Payouts

  2. Select Add Payment Method


Setting a payment method as default

To have a payment method appear first on your list of available payment methods the next time you make a reservation:

  1. Log in to Spbnb from a browser

  2. Go to Payments & Payouts

  3. Next to the payment method, select the three dots icon

  4. Select Set Default


Can I change my payment method for a confirmed reservation?

If your reservation is confirmed and paid for, you can’t change the payment method.

If you've requested to book a listing but the host hasn't responded yet (the reservation is not confirmed), you can cancel your reservation request and make another request with a different payment method.


Can I use more than one payment method to pay for a reservation?

Unless you have Spbnb credits or a coupon to use, you can’t split the total cost of your Spbnb stay across multiple payment methods—for example, to pay using two different credit cards.

Credits and coupons can only be used for the first payment during checkout.


How do I confirm my payment method?

To help us keep Spbnb and your account secure, you may be asked to confirm a payment method. Here’s how to do that:

  1. Go to Payment Methods

  2. Review the payment options listed there

  3. If a card needs to be confirmed, select Confirm card

  4. Follow the steps to confirm the card

Keep in mind that your card will need to be confirmed before you can complete an in-progress reservation or make any other new reservations. Any existing reservations won’t be affected.


Can I pay with any currency?

When you enter your payment information, you can choose to pay with one of the various currencies we support. You can also change your default currency at any time by changing currency on one of the pages where the currency selector is available. Depending on your selected payment method, there may be some currencies that will not be available.


Exchange rates and currency conversion

We will display prices on Spbnb in the currency you select. If you choose to change the currency at any point while booking, we will display the price in the new currency you select.

Bookings will be completed with the displayed price and currency as selected by you.

If you choose to make or receive payments in a currency different from the designated currency of your payment method, your credit or bank card issuer may apply a currency conversion rate or fees to your payment. Please contact your bank or credit card issuer to learn more about what fees may apply. Spbnb is not responsible for these fees.


Third-party fees

If you pay in a currency that’s different from the designated currency of your payment method, your credit or bank card issuer may apply a currency conversion rate or fees to your payment. Please contact your bank or credit card issuer to learn more about what fees may apply. Spbnb is not responsible for these fees.


Cross-border fees

If extra fees appear on your bank statement, or the amount charged differs from what appeared on the Spbnb checkout page, contact your credit or bank card issuer. If your bank considers Spbnb's processing entity as international, you may be charged cross-border fees by your bank even if the charge was processed in the original currency of your payment method. If the fees were added by your card-issuing bank, Spbnb can't refund them.


How do I use PayPal to pay?

Depending on the currency you're paying with, PayPal may be available as a payment method. If PayPal is available, you'll be able to select it on the checkout page. If you don’t see PayPal as an option, you’ll need to either switch to an eligible currency or select a different payment method.

Once you select PayPal as your payment method, a new browser window will pop-up and you’ll be taken to the login screen on the PayPal site:

  1. Log in to your PayPal Account

  2. Choose one of your linked payment methods (ex: a credit card or bank account) under

Choose a way to pay

  1. Click Continue

  2. Confirm the payment method, read PayPal’s policies, then click Agree & Continue

You’ll be taken back to Spbnb’s checkout page where you can confirm and pay for your Spbnb reservation.

Once the payment for the full amount of the reservation is authorized by PayPal, your reservation request will be sent (or your Instant Book reservation will be confirmed). You'll only be charged once your reservation is confirmed. If your reservation request is canceled, declined, or it expires, the PayPal authorization will be voided and you won't be charged.

You may need to link a bank account or credit card to your PayPal account to complete your Spbnb reservation. This alternate payment source will only be used if your primary method doesn’t go through. The PayPal website has more information about selecting a preferred payment method.

How can I use my bank account to pay through PayPal?

Money can be securely transferred from your bank account to Spbnb using PayPal Instant Transfer. To use PayPal Instant Transfer, you’ll need to go to your PayPal account and set it up as follows:

    • Add a backup payment method (such as a credit card) to your PayPal account. PayPal will only use your backup payment method if your Instant Transfer doesn’t go through.

Once PayPal is set up with your linked bank account and backup payment method, you’ll be able to use Instant Transfer to pay on Spbnb. Follow the steps above and choose your bank account as the funding source when you’re asked to Choose a way to pay on the PayPal site.


Why can't I complete my transaction?

This can happen for a number of different reasons, including:

    • Credit card has expired

    • Daily withdrawal or purchase limit set by your bank or credit card company

    • Billing address and phone number entered do not match the billing address and phone number associated with your credit card

    • Fraud prevention

    • Credit card doesn’t have available funds to make the payment

You can also reach out to your bank or credit card company for more information.


Why is my credit card getting declined?

Credit cards can be declined for a number of reasons. Spbnb generally isn't notified of the specific reason.


Common issues

Check that you're entering your credit card number and billing address correctly, that your card has available funds, and that your card hasn't expired.


Contact your bank or card issuer

If you're getting an error when you try to pay, we recommend reaching out to your bank or credit card company for more information. Inform them of the amount and when tried to make the charge so they can let the transaction go through.

If your bank or card issuer isn't able to help, you may want to try another payment method.


Why am I being asked to confirm my payment method?

To help keep your account secure, we may ask you to confirm your payment method. While it’s being confirmed, you won’t be able to complete your reservation or make new reservations with that payment method, but any existing reservations you have won’t be affected.


Why was I charged twice for a reservation?

Before you submit a reservation request, you'll see whether your chosen payment method will place a hold (called an authorization) or charge on your account for the amount of the reservation.


If your payment method is authorized

Some payment methods or locations require that the full amount of the reservation is authorized at the time of your request. If your reservation is accepted, the authorization will turn into a real charge and the amount will be deducted from your payment account.

If the reservation request is declined or expires, you’ll either see the authorization disappear altogether or appear as a refund in your payment account. Depending on the processing time of your bank, the release of the authorization may take up to 7 business days.


If your payment method is charged

Some payment methods or locations require that the full amount of the reservation is charged at the time of your request. If your reservation request is accepted, the charge remains and your reservation is confirmed.

If the reservation request is declined or expires, you’ll be refunded immediately and automatically.

Depending on the processing time of your bank, the refund may take up to 10 calendar days to process.


How do I verify my card using temporary authorizations?

To verify your card this way, we’ll send two temporary authorizations of $1.99 or less to your debit or credit card. Temporary authorizations are temporary holds that won’t actually be charged to your card.

To complete the verification process after you add a new card:

  1. Login to your card issuer’s website

  2. Look for two temporary authorizations on your card

  3. Enter those amounts when prompted on Spbnb Once verified, you can use your card to book homes.

  4. Why was a hold placed on my payment method when I requested to book a reservation?

    When you submit a reservation request, we may place a hold on your payment method, called an authorization, for the full amount of the reservation.

    If your reservation is accepted, the authorization will turn into a real charge and the amount will be deducted from your payment account.

    If your request is declined or expires, the authorization will disappear or appear as a refund in your payment account. Depending on the processing time of your bank, the release of the authorization may take up to 7 business days.


    What is Spbnb's Guest Refund Policy for stays?

    If an issue comes up during your stay, the Guest Refund Policy is here to make sure the rest of your trip goes smoothly.

    From last-minute host cancellations to incorrect number of rooms, issues with your stay can come in many shapes and sizes. For any eligible issue that severely impacts or prevents you from completing your stay, Spbnb will help put your trip back on track.

    Situations that may be eligible for a refund under the Guest Refund Policy generally fall into one of two categories:

      • Within 24 hours of check-in

    For any eligible issue you notice upon check-in, contact us and we’ll rebook you an equal or better stay, or refund you 100% of your money.

      • During your stay

    For any other eligible issue that comes up later in your stay, contact us and we’ll partially refund or rebook you depending on the nature of the issue.

          Eligible travel issues

    The Guest Refund Policy features travel issues that are eligible for a refund and the minimum quality standards for every stay. Here are more details on what’s covered by the policy and how Spbnb can step in to help:

    Host is non-committal or unresponsive

    The host cancels the reservation during your trip, or they’re unresponsive or unable to resolve an issue at check-in.

    This might include:

      • Host cancels your reservation within 24 hours of check-in

      • Host changes your reservation to another listing without your consent

      • Host gives you the wrong lockbox code and cannot be reached

    Place is not safe or clean upon arrival

    The state of the space at time of check-in poses an immediate health or safety risk, requires a

    professional service to address the issue, or appears to have not been cleaned in between guests. The issue might be:

      • Severe allergic reaction

      • Extreme mold

      • Dirty linens

      • Strong odors

      • Vermin known to carry disease

      • Poisonous and stinging insects

      • Fleas or parasites

    Listing description was inaccurate

    Critical features that were described to you at the time of booking are flawed or not available. An inaccuracy could be:

      • Wrong number of rooms or beds

      • Accessible features that were listed are missing

      • Carbon monoxide detector featured on the listing is missing

    Key amenities are missing

    Amenities that were the central focus of the listing are missing, making the purpose of the stay impossible.

    Examples:

      • Pool is in disrepair during the summer months

      • Kitchen is under construction

      • Furnace is broken during the winter


    Submitting a claim

    If you encounter a travel issue at any point during your trip and you’re the guest who booked the reservation on Spbnb, here’s what we’ll need from you when you contact us to submit a claim:

    1. Message or call Spbnb within 24 hours of noticing the travel issue

    2. Share photos or videos to document issues like dirty linens and incorrect access codes

    3. Remain available for us to reach you if we need to follow up with next steps

    For more information on what’s covered by this policy, read the Guest Refund Policy Terms. 


    Do I get a full refund if I cancel?

    If you cancel a reservation, your refund amount is determined by your host’s cancellation policy and how close to your trip you are at the time of your cancellation.

    If you’d like to request a bigger refund from your host you can send a request through our site. Any additional refund will be at your host's discretion.

    In rare cases, you may be eligible for a full refund if you had to cancel because of an extenuating circumstance.


    When will I get my refund?

    Most refunds arrive within 10 days, but for some payment methods and regions, it might take longer.

    We send your refund on the day your reservation is canceled. Once we send it, the refund is on its way, and your payment provider (for example, your bank or credit card issuer) will have the most up-to-date info about when funds will arrive.


    How is my refund calculated if I cancel my reservation?

    Your refund is calculated according to your host’s cancellation policy. A host's cancellation policy can be found in the Prices section of their listing.

    Your host sets the policy for the accommodation fee refund, but Spbnb service fees are non-refundable. If you cancel before check-in, you won’t be charged for cleaning fees.

    Flexible cancellation policies

    Get a full refund of accommodation fees (everything but the service fee) if you cancel at least 24 hours before check-in.

    Cancel within 24 hours of check-in, or after you've checked in, and accommodation fees for the nights not spent 24 hours after the official cancellation are fully refunded.

    Moderate cancellation policies

    Get a full refund of accommodation fees if you cancel 5 or more days before check-in.

    Cancel within 5 days of check-in, or after you've checked in, and accommodation fees for the nights not spent 24 hours after the official cancellation are 50% refunded.

    Strict cancellation policies

    Get a 50% refund of accommodation fees if you cancel 7 or more days before check-in. Cancel with less than 7 days notice, and nights not spent are not refunded.

    Requesting an additional refund

    Send a direct message through our app to request an additional refund from your host.

    If your reason for canceling falls within Spbnb’s Extenuating Circumstances Policy, you can learn how to file a refund request.


    How do I request a refund from my host?

    We recommend discussing any refund amounts with your host through your Spbnb message thread before submitting a request. However, if you and your host aren’t able to come to an agreement within 72 hours, you'll see the option to ask Spbnb for help mediating.

    Note: You have up to 60 days after your reservation's checkout date to submit a request.

    No. The processing time for authorization voids and refunds depends on your bank.


    Will my refund be issued automatically?

    Yes. We’ll automatically send any eligible refund to the payment method you used when you booked the reservation. Keep in mind that it may take your payment provider up to 10 business days or longer to deposit the money into your account.

    Timing depends on your payment method and region.

    If your original payment method is no longer valid, or you have questions about timing, please contact your payment provider directly—they’ll have the most up-to-date info.


    What is the Spbnb service fee?

    To help Spbnb 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 fees for booking a place to stay: a host fee and a guest fee. These fees are standard and never fluctuate. According to our research, we beat every single similar platform in terms of affordability for our users.

    Host service fee

    This is a flat, standard fee of 5% for all hosts. Spbnb has no hidden or fluctuating fees so our hosts can have a standardized expectation regarding what their profit from each guest booking will be. As an additional courtesy, Spbnb also covers all transaction fees on the platform, which could be an additional 3%+ for hosts. This fee is calculated from the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding Spbnb fees and taxes) and is automatically deducted from the host payout.

    To review the service fee charged for a particular booking:

    1. Go to Transaction history on Spbnb.com

    2. Next to the reservation that you want to review, select the reservation code

    3. Under Payout, you'll find the Spbnb Service Fee

    Guest service fee

    This is a flat, standard fee of 10% for all guests added to the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding Spbnb fees and taxes). Spbnb has no hidden or fluctuating fees so our guests can have a standardized expectation regarding what their total cost to book will be. As an additional courtesy, Spbnb also covers all transaction fees on the platform, which could be an additional 3%+ for guests. If Spbnb is required to collect VAT, the service fee and VAT amounts will be combined on the checkout page.


    How is the price determined for my reservation?

    The total price of a reservation on Spbnb is based on the nightly rate set by the host, plus the addition of other fees or costs determined by either the host or Spbnb. These may include:

      • Spbnb service fee: Guest service fee charged by Spbnb—this helps Spbnb run smoothly and offer 24/7 community support

      • Cleaning fee: Fee charged by some hosts to cover the cost of cleaning their space

      • Security deposit: Certain reservations may independently require a security deposit requested by the host or Spbnb

      • Value Added Tax (VAT, JCT, and GST): Tax charged to guests who live in certain countries

      • Local taxes: Taxes charged based on the location of the host's listing

    You will be charged once a host accepts your reservation request, or immediately if you use Instant Book.


    Is the Spbnb service fee refundable?

    The service fee is always refundable if:

      • You cancel within 48 hours of booking

      • You haven’t already canceled 3 reservations in the last 12 months

      • The reservation you’re canceling doesn’t overlap with another reservation in your account

      • The total nightly rate is fully-refundable according to your host’s cancellation policy


    For some listings, the service fee is refundable up to 14 to 28 days before check-in. Check your reservation’s policy to see if you benefit from this extended grace period.

    Your host’s cancellation policy still applies to the rest of your reservation. Refer to the cancellation policy on your reservation to get more details about what's refundable.


    Why did the price of my reservation change after I selected dates?

    Before you add dates, the nightly price you see for a listing is the host’s default or minimum price.

    Some hosts have custom prices that override the default or minimum for specific dates or time periods (including holidays, weekends, and week-long or month-long reservations).

    To see the most accurate price, add dates when searching for a place.

    If your host updated the pricing for their listing before you requested the change, your new reservation will reflect this pricing.


    Why are some prices crossed out?

    We cross out prices to show that the host is offering a deal. A price will only be crossed out if it’s a true discount—it has to be at least 10% lower than usual.


    Types of discounts

    Hosts can offer a discount off of the nightly price for stays that are at least 7 days long.


    How we calculate true discounts for price drops

    We track hosts’ prices as they change over time, so we can understand what their typical price is for different dates. When you search for a date, we calculate the median price for that specific date over the last 30 days to determine what’s typical.

    In other words, we line up all of the prices from lowest to highest, and the price that falls in the middle is considered the typical price for that date. If the host offers at least 10% off the typical price for your current search, then their typical price will be crossed out.


    How it works

    Let’s say you search for a night in June and over the last 30 days, the host has set 4 different prices for the night you are looking for. At the time of your search, we would calculate the typical price for this night over the previous 30 days. To do this, we would add the middle 2 prices together, then divide them by 2 to get the median price.

    Price 1: $90

    Price 2: $100

    Price 3: $125


    Price 4: $140

    Median price: ($100 + $125) / 2 = $112.50


    Then, we compare the median price over the last 30 days to the current price of the night you searched. If the current price is at least 10% less than the median ($112.50), we would show a crossed out price. Ex: $112.50 $100


    What is the Spbnb policy for collecting fees in person?

    Generally, hosts may not collect any additional fees or charges outside the Spbnb platform unless expressly authorized by Spbnb. This policy for collecting fees in person describes what types of fees eligible hosts may collect outside of the Spbnb platform.

    Hotels and software-connected hosts can charge guests additional fees that aren’t collected by Spbnb or used to calculate Spbnb service fees and taxes. These fees are collected directly from guests, either at check-in or within 48 hours of checkout.


    Fees that can be collected in person

      • Resort fee: This covers the cost of a property’s amenities, like pool linens or wifi

      • Utility fee: These are charges for the use of utilities like water or electricity during a stay

    Spbnb only authorizes these fees to be collected if they’re detailed in the listing description and included in the price breakdown before guests book.


    Why is the nightly rate higher for extra dates I added to my trip?

    If you submitted a change request to your host and they accepted, your reservation will be updated to reflect the changes at your host’s current daily rate.

    If your host accepted your request to add extra nights to your trip, the cost of the new nights will be based on the host’s current prices. Your host may have raised the prices since you originally booked your reservation.

    What if I've already booked, but want to bring additional guests?

    If you want to add more guests to your reservation, you can submit a change request to your host. If the host accepts your request, your reservation will be updated and you’ll be charged if necessary.


    What is a cleaning fee?

    A cleaning fee is a one-time fee for cleaning the space you stay in, set by the hosts. It's an additional charge on top of the nightly rate when booking a listing. Cleaning fees help hosts account for extra expenses they have getting their listing ready before guests arrive or after guests depart.

    Things to know about cleaning fees:

      • In the search results, you'll see a nightly rate that includes the cleaning fee divided by the total number of nights in the reservation. When you submit a reservation request, the nightly rate and the cleaning fee will be listed separately in the price breakdown.

      • The cleaning fee is part of the reservation total and is not returned to guests at the end of the reservation.


    How does Spbnb handle security deposits?

    Security deposits can be required either by Spbnb or by hosts. Spbnb security deposit requests are based on a home’s features and/or the timing of a reservation, and are never requested based on anyone’s race, national origin, ethnicity, sex, gender identity, or age.


    Spbnb-required security deposits

    Two days before your stay begins, an authorization hold for the security deposit amount will be placed on your payment method. You won’t be charged, but the hold means that you won’t be able to access these funds until the hold is released. For example, if you’re paying with a credit card with a total credit limit of $5,000, and there's a security deposit of $500, your credit card limit would then be $4,500 until the hold is released.

    As long as no property damage occurs during your stay, we’ll initiate a release of the $500 hold placed on your card 14 days after your checkout, or before the next guest checks in. Your bank may take 3-12 business days to process the release of funds. If it turns out we can’t authorize the hold for the security deposit amount, you’ll be notified by email and will have 12 hours to try another payment method. If that doesn’t work out, we’ll cancel your reservation and you’ll be refunded. If you experience any other issues during your stay that aren’t listed here, contact us day or night, wherever you are in the world.

  5. Can Spbnb expedite a reservation authorization void or refund?

  6. Try to make sure your payment method has enough money available to cover the security deposit. (If you’re not able to do that, Spbnb is not responsible for any associated fees, including overdraft fees.)


    Host-required security deposits

    Some hosts require a security deposit for their listing. The amount, between $100 and $5,000, is set by the host, not by Spbnb. If you’re a guest and you’re booking a listing with a host-required security deposit, you’ll be shown this amount before you make your reservation.

    Host-required security deposits are different from Spbnb-required security deposits in that no authorization hold will be placed. Guests will only be charged if a host requests to collect on their security deposit. Depending on what was damaged, the amount the host requests may or may not be the same as the security deposit.

    If and when a host makes a request to collect on their security deposit, it will be handled according to the Host Guarantee Terms and Conditions. Spbnb’s Host Guarantee is a program that provides property damage protection of up to $1,000,000 USD for hosts of homes. Under the program, hosts are required to provide documentation of the damaged or missing items, and request reimbursement from the guest within 14 days of checkout or before the next guest checks in (whichever is earlier). If the guest is unwilling or unable to reimburse them, the host can then involve Spbnb.

    Before requiring a security deposit, hosts should understand that not all property damage caused by guests is within the terms of the Host Guarantee. Exclusions may include general cleaning, ordinary wear and tear, and non-physical damages like smoking fines and broken House Rules.


    How security deposits work if there’s an issue

    If there’s an issue during your stay, for either Spbnb-required or host-required deposits, the claims

    process will work the same. A host can report an incident and submit a request for some or all of the security deposit within 14 days of check-out or before a new guest checks in—whichever is earlier.

    Note: All payments, including security deposits, should always be made through Spbnb. Don’t ever exchange money outside of the Spbnb website.


    What happens if a host wants to collect on their security deposit?

    Host-required security deposits are different from other security deposits in that no authorization hold is placed. Guests will only be charged if the host requests reimbursement for property damage and the guest agrees to pay, or if the host makes a request to collect on their security deposit and the request gets approved by Spbnb.

    If and when a host makes a request to collect on their security deposit, it will be handled according to the Host Guarantee Terms and Conditions. Spbnb’s Host Guarantee may protect the host if there’s damage to their place or belongings caused by a guest or a guest’s assistance animal. It doesn’t protect theft of cash and securities, non-physical damages, or damage from ordinary wear and tear. It also doesn’t protect bodily injury or property damage to guests or others (those may be covered by Host Protection Insurance).


    What to expect if a host makes a request to collect on their security deposit

    If a host who required a security deposit says their property was damaged while a guest was staying at their place, here’s the process:

    Within 14 days of your checkout date, the host will contact the guest through our secure site. They’ll describe what was damaged, provide documentation of the damaged or missing items, and request reimbursement. Depending on what was damaged, the amount the host requests may or may not be the same as the security deposit.

    1. The guest has 72 hours to respond to the host’s request. If the guest agrees to pay the amount requested, we’ll process the payment and send it to the host, which usually takes 5 to 7 business days. The guest can either agree to pay the full amount, choose to pay a different amount, or decline the request. The guest can include a note to the host.

    2. If the guest doesn’t agree to pay the amount requested, the host can choose to involve Spbnb. The Spbnb support specialist will reach out to the guest and will resolve the request according to the Host Guarantee Terms and Conditions. If the request is approved according to those terms, then Spbnb--not the host--will send the guest a payment request


    Documentation from hosts

    The host will provide documentation when they report the damaged or missing property. This may include photos and/or video along with receipts, invoices, written estimates, or links to comparable items showing the actual cash value for repair or replacement. If we determine money is owed based on documentation and communication from both parties, we'll move forward with collecting from the deposit. We reserve the right to collect payment from you using the payment details we have on file.


    Can a security deposit be collected outside of the Spbnb website?

    No. To make sure guest payments are protected and that hosts are properly compensated for property damages, we require that all security deposits be handled through Spbnb. Paymentsoutside of the Spbnb website, including security deposits, are a violation of our Terms of Service.


    How do I use a coupon code?

    Make sure you apply the coupon before you book, and keep in mind that if you cancel a reservation, the coupon can’t be used again.

    To use your coupon:

    1. On the checkout page, click or tap Enter a coupon (below your payment method)

    2. Enter your coupon code

    3. Click or tap Apply

    You can’t apply a coupon after you book

    Even Community Support specialists can’t apply a current or expired coupon after you’ve booked a reservation (future or past).


    If you cancel, coupons are not refundable

    Refunds are based on the host’s cancellation policy, and we can’t restore or reissue a coupon you redeemed in the past.


    Expiration dates can’t be adjusted

    Once a coupon has expired, it’s not possible to extend the expiration date or to get a replacement coupon. Expired coupons can't be used toward past reservations.


    Limit one coupon per reservation

    There’s no way to apply multiple coupons.

    Tip: You may be able to check your coupon amount (and the expiration date) on the payments page in your account.

    What should I do if my coupon code isn’t working?

    Double-check to make sure you’re using the right code. If it’s still not working, keep these things in mind:

      • If a coupon has expired, there’s no way to reactivate it.

      • Only one coupon can be used per reservation.

      • A coupon can only be used once. If you cancel a reservation that was booked using a coupon, the coupon is no longer valid.

      • For reservations of 28 nights or more, of if you choose a payment plan when you book, a coupon will reduce the total price and the amount will be split across payments.

      • Only coupons issued by Spbnb are accepted.

      • If you use less than the full amount of a coupon, any unused discount amount will be forfeited.

      • Coupons can't be applied to a reservation you made in the past.

      • Only the person who received a coupon can use it on Spbnb. There’s no way to transfer a coupon to someone else.

      • Coupons can only be used for the type of booking they were issued for.

      • If a reservation booked with a coupon is altered later on, you'll need to pay the difference with your payment method, or, if the alteration results in a refund, we'll credit your payment method for the difference. However, you won't receive a refund for the coupon amount, and the coupon won't be able to be used again.

      • A coupon may have specific limitations; see the Terms & Conditions distributed with the coupon for details.


    What happens to the coupon I used if my host cancels?

    If your host cancels a reservation you used a coupon on, your coupon code will remain active and can be used toward another reservation.

    Note: You can’t apply more than one coupon or credit at a time, so if you receive an additional coupon because of the cancellation but want to use your original coupon to book a new place, you may need to remove the new coupon on the checkout page, first.

    Where do I find my VAT invoice?

    A VAT invoice is provided whenever VAT is assessed on Spbnb service fees. An invoice is finalized and issued when a reservation is accepted, and includes your information (name, address, etc) as you entered it in your Spbnb account. Spbnb is not able to modify a VAT invoice after it's been issued.


    Hosts

    You can access individual VAT invoices for each reservation or download VAT invoices in bulk in the regions where Spbnb generates VAT invoices. To access an individual VAT invoice for a reservation:

    1. Go to Reservations (you’ll need to log in to your account on a desktop computer or browser)

    2. If the reservation you're looking for isn't displayed, click the Completed tab

    3. Click the three dots next to the reservation

    4. Select VAT Invoice

    To access VAT invoices in bulk for your reservations:

    1. Go to Reservations (you’ll need to log in to your account on a desktop computer or browser)

    2. Select Export

    3. Select Download VAT invoices

    4. Choose your File type (CSV or PDF format) and select the Month you wish to download

    5. Select Download

    Note: The bulk download will include VAT invoices for reservations with start dates that occur within the selected month.

    If you add a verified VAT ID number to your account, it will be included on VAT invoices created after the addition. For reservation details, check your host confirmation.


    Guests

    To access the VAT invoice for your reservation:

    1. Go to Trips on Spbnb.com and choose your trip

    2. Click Your home reservation. If you’re already on your trip, you may need to click your check-in date

    3. Click View invoices and select the appropriate invoice

    A link to the VAT invoice is also available on your reservation receipt, next to the Spbnb service fee.

    For reservation details, reference your billing receipt. If you believe you need additional documentation for travel, we encourage you to communicate with your host before booking to see if they're able to assist you.

    Can I add a guest or business address to my receipt?

    Once a receipt has been issued, you can’t make additions or edits to it. Your billing receipt is based on the information you provide at the time of booking.

    You can, however, make changes to your itinerary after you’ve booked a reservation. This includes adding information like guest names, business or billing addresses, passport numbers, date of birth, guest names, and tax identification numbers. You can edit business info at any time (before, during, or after your reservation), but you can't edit guests after the reservation ends.


    How do I find my receipt from a past home booking?

    To find your receipt from a completed reservation:

    1. Go to Trips and choose the trip you’d like to get a receipt for

    2. Click Your home reservation

    3. In the Payment details section, click Get Receipts

    You can then download or print the receipt for your records.


    How do I print my reservation details?

    To print the details for an upcoming or completed reservation, log in to your Spbnb account on a computer or using a browser (ex: Chrome, Safari, Firefox).

    Go to Trips and choose the trip you'd like to print the details for

    1. Click Show trip details

    2. From the overview, click or tap Show details

    3. Scroll to the bottom and click Print details


    What is VAT and how does it apply to me?

    Value Added Tax, or VAT, is a tax assessed on the supply of goods and services. Spbnb charges VAT on its service fees for customers from Albania, Belarus, Chile, Colombia, Iceland, Mexico, Norway, Russia, Saudi Arabia, Serbia, South Africa, Switzerland, Taiwan, the Bahamas, the European Union, Uruguay, and the United Arab Emirates.

    In Mexico and Taiwan, VAT applies to the accommodation price plus any fees for other items, such as cleaning, extra guests, and guest service fees. For listings located in Mexico and South Korea, VAT applies to guest and host service fees (unless otherwise exempt).

    Spbnb is also required to collect VAT on its service fees from all users who contract with Spbnb China. In Japan, Japanese Consumption Tax, or JCT, is applicable instead of VAT. In Japan, JCT applies to the hosts (via the “reverse charge” system) and the guests.

    In Australia, New Zealand, and Singapore, Goods and Services Tax, or GST, is applicable instead of VAT. GST applies to the hosts and the guests. In Malaysia, service tax is applicable instead of GST or VAT. Malaysian service tax applies on service fees for guests and hosts in Malaysia.

    VAT, JCT, and GST rates are usually calculated according to the local rate of the customer's country of residence or the place of supply.


    Guests

    VAT, JCT, GST, or service tax is charged at the time of payment and is based on the total guest service fee for a reservation. If you change your reservation, VAT, JCT, or GST adjusts to reflect any change in the service fee. Spbnb charges JCT from guests who reside in Japan (and then Spbnb reports and pays the JCT). In this regard, Spbnb (Spbnb Ireland) is registered as a Registered Foreign Business under the JCT act (Registration No. 00046).

    Spbnb collects VAT from guests who reside in Taiwan on the guest service fee. Spbnb also collects VAT on the full accommodation price plus any fees for other items, like cleaning fees or fees for extra guests, if applicable, from all guests staying in Taiwanese listings (i.e. domestic and inbound travelers) and Mexican listings. Spbnb is required to charge VAT on the guest service fee from all guests whose reservation listing is located in South Korea.


    Hosts

    VAT, GST, or service tax is deducted from your payout and is based on the total host service fee for a reservation (unless otherwise exempt). If a reservation is changed, VAT or GST adjusts to reflect any change in the service fee.

    For hosts who reside in Japan, each host is obligated to report and pay the JCT because the hosting services that Spbnb provides are subject to the “reverse charge” system under the JCT act (Spbnb does not charge or report/pay such JCT). As to the JCT payment by way of the “reverse charge” system, please refer to the explanation on the National Tax Agency of Japan's website.

    Please consult your nearest local tax offices or your tax advisors as to your specific tax consequences.


    How do taxes work for guests?

    There are a few instances where an Spbnb guest may need to pay tax.

    Some hosts are required by their local regulations to charge a tax. We recommend they include the tax in the price of the reservation, but some may require the tax to be paid directly upon check-in. We ask that hosts explain any taxes they may be required to collect in their listing description and their communication with guests prior to booking.

    In some locations, Spbnb has made agreements with government officials to collect and remit certain local taxes on behalf of hosts. The taxes vary and, depending on the local law, may include calculations based on a flat rate or percentage rate, the number of guests, number of nights, or property type booked. When you book a listing in one of these locations, the local taxes collected will be displayed automatically when you pay and appear on your receipt once your reservation is confirmed.

    Additionally, Spbnb is required to collect VAT or a VAT equivalent (ex: Japanese Consumption Tax) on its service fees in countries that tax Electronically Supplied Services. Currently, that includes all countries in the EU, Albania, the Bahamas, Chile, Colombia, Iceland, Japan, Mexico, Norway, Saudi Arabia, South Africa, Switzerland, and Uruguay.


    How do I provide my Value Added Tax ID number?

    Within the European Union (EU)

    If you have a VAT ID number registered with the European Commission, you may want to associate that number with your Spbnb account. You can do this whether you're a host operating as a business, or a guest paying with an employer's payment method. This option is not available in Ireland.

    When your VAT ID number is successfully verified by the European Commission through the VAT Information Exchange System (VIES), you won't be charged VAT on our service fees. It will be your responsibility to self-assess whether you need to pay VAT for the use of our services. As a host, you may consider updating your pricing when your VAT ID is available for use.


    Outside the EU

    If you have a Value Added Tax ID number registered with an authority outside of the EU, you may want to associate that number with your Spbnb account. The Value Added Tax ID number may be known under a different name based on your place of registration:

      • Australia - ABN, ACN

      • New Zealand - GST

      • South Korea - BRN

      • Singapore - GST / UEN / NRIC

      • Taiwan - VAT

      • Belarus - УНП

      • Norway - VAT

      • Iceland - VSK/VASK

      • United Arab Emirates - TRN

      • Saudi Arabia - TRN

      • Serbia - PIB

      • Turkey - VAT

    It will be your responsibility to self-assess whether you need to pay VAT for the use of our services. As a host, you may consider updating your pricing when your VAT ID is available for use.

    To provide a valid Value Added Tax ID number for your account:

    1. Go to Account Settings

    2. Click on Payments & payouts and select Taxes

    3. Click Add VAT ID Number

    4. Enter your VAT ID number verification information

    5. Click Add


    Problems verifying EU VAT ID number

    If your VAT ID number isn't successfully verified by the European Commission, you may want to try re-entering your information. Spbnb isn't able to associate a VAT ID number with your account without this verification, and can't troubleshoot problems. For a list of correct formats for VAT ID numbers by member state and additional information, please see the European Commission's VIES F AQ.

    If your VAT ID number can't be verified and you determine you need to self-assess VAT on our service fees, we encourage you to consult a tax advisor for assistance.


    How do taxes work for photographers and other service providers?

    If you are a photographer, translator, or other service provider paid through your Spbnb account, please be sure to complete your taxpayer information so that we can process your payouts.

    US Persons may fill out a Form W-9. In January, if you've submitted a Form W-9 and earned $600 or more during the previous year, we'll provide you with a Form 1099-MISC showing your earnings under "Box 7 - Nonemployee compensation." Corporate service providers will not receive a tax form.

    Non-US persons may submit a Form W-8 to certify that their earnings are not subject to US tax.

    If you're unsure of what form to submit, we encourage you to consult a tax professional for help with your tax status.


    How do I create an account?

    If you don't have an Spbnb account yet, go to Spbnb.com and click Sign Up.

    You can sign up using your email address, Facebook account, VK account, or Google account. Signing up and creating an Spbnb account is free. After you sign up, be sure to complete your account before booking a reservation.


    How do I connect my Facebook and Spbnb accounts?

    To connect your Spbnb and Facebook accounts:

    1. Go to Profile on Spbnb.com

    2. Select Trust and Verification

    3. Under Not yet verified, find Facebook and click Connect


    Which internet browsers work best on Spbnb?

    For the best experience using the Spbnb site, we suggest using the most up-to-date version of Google Chrome, Mozilla Firefox, or Microsoft Edge.

    Browser developers frequently make improvements to provide you with a faster, more secure online experience. Newer browsers also support a wider range of designs and features than older browsers. Many features of the Spbnb website don't work with an outdated or unsupported browser—and we often can't provide technical support in this case.


    How do I reset or change my password?

    To reset your password

    If you've forgotten your password, or you're having trouble logging in to your Spbnb account, go to the reset password page.

    Enter the email address you use for Spbnb, then click or tap Send reset link. You'll be emailed a link to reset your password.


    To change your password

    If you know your current password, and you want to change it:

    1. Go to Account > Login & security

    2. Next to Password, click or tap Update

    3. Enter your current and new passwords, confirm your new password, then click or tap Update password


    To create a password if you've been using Facebook to log in

    If you created an Spbnb account by connecting to Facebook, you weren't required to create a password.

    You can continue to log in with Facebook or, if you'd like to create an Spbnb password:

    1. Log out of your Spbnb account

    2. Follow the steps to reset your password

    Once you create an Spbnb password, you'll no longer be able to log in using Facebook. However, your Spbnb account will still be connected to Facebook.


    How do I edit my account settings or profile?

    You can edit the information that appears on your Spbnb profile, such as your main profile photo or email address, from your account settings.

    The different sections of your profile include:

      • Edit Profile: Update the basics about who you are and where you live, including the phone number and email address you’ll share when you have a confirmed reservation.

      • Photos: Upload a photo from your computer, or take one with your mobile device or webcam. You’ll be asked to add a photo that clearly shows your face before hosting a reservation or making a reservation as a guest. Guests are not required to upload a photo when they join

    Spbnb, and aren't required to upload a photo to book unless the host requires profile photos. Guests can remove profile photos from their profile at any time.

      • Trust and Verification: Verify your info, like a government ID, which is required by some hosts.

      • Reviews: After you complete a reservation, write and read reviews that have been left for you.

      • Booking Permissions: If you use Spbnb for business, you can book and manage business travel. Find out more about third-party booking.

    To see what your profile looks like to others, you can also click View Profile.


    I have two accounts. Can I merge them?

    There is no way to automatically merge accounts, and we aren't able to move information or bookings between accounts. We recommend that you choose the account you'd like to use going forward and deactivate the other account.

    When you deactivate an account, any current reservations you have on that account as a host or a guest will automatically be canceled, so you may want to wait until those reservations are complete before deactivating the second account.


    How do I change the email address I use for Spbnb?

    To change the email address you use for your Spbnb account:

    1. Go to Profile on Spbnb.com

    2. Next to Email Address, enter the email address you want to use

    3. Scroll to the bottom of the page and click Save

    Your email address can only be associated with one Spbnb account at a time. If you get a notification that your email address is already in use but you can't remember your password for that account, you can reset your password.

    How do I add emergency contacts to my account?

    An emergency contact gives us another way to help out if you’re ever in an urgent situation. You can add up to 4 contacts to your account.

    To add emergency contacts:

    Sign in to your Spbnb account

    1. Click your profile photo

    2. Click Profile

    3. Under Optional find Emergency Contact

    4. Click + Add contact and fill in their details

    You can add additional contacts, or remove an existing contact by following steps 1-4 above. Just click Remove or + Add contact.


    How do I change the language on Spbnb?

    To change and save the language you prefer to read on Spbnb and receive communication in, log in from a web browser and edit your Preferred language in Account > Global preferences.

    To change the preferred language of your phone or tablet, go to your device’s system settings.

    If you’re viewing Spbnb from a computer browser, you can also change the language on Spbnb temporarily.

    If you're not logged in to your Spbnb account:

    Click the selector at the top of the screen

    1. Select a language

    If you're logged in to your Spbnb account:

    1. Click your profile photo at the top of the screen

    2. Click the menu option with the current language

    3. Select a language


    How do I edit my current location?

    You can update your current location at any time in your Spbnb account.

    To edit your current location, go to your profile on Spbnb.com and enter your location information under Where You Live.

    Note: Your country of residence is determined automatically, so you can't edit it yourself. If you believe your country of residence is incorrect, contact support.


    How do I edit phone numbers on my account?

    To edit your phone number:

    1. Go to Account on Spbnb.com (or Profile on mobile)

    2. Select Personal information

    3. Next to Phone number, select Edit

    4. From here, you can Edit a number, Add another phone number, or Remove a number if you have more than one listed

    5. When you’re done making changes, select Close

    You can add as many numbers as you want to your account. However, if you have more than one phone number listed, or your phone number is shared across multiple accounts, you won’t be able to use a phone number to log into your account.

    Please note that after a booking is accepted, all phone numbers on an account will be displayed to the other party, whether you're a guest or a host.


    What is the Social Connections feature?

    Social Connections shows you how you're connected to others, either directly or through mutual friends, depending on your Facebook privacy settings. It also highlights your Spbnb activity, which may include your username, Facebook profile photo, and recent locations you visited to your Facebook friends who are also on Spbnb. To turn Social Connections on:

    1. Go to Profile on Spbnb.com

    2. Select Trust and Verification

    3. Next to Facebook, click Connect

    To turn Social Connections off:

    1. Go to Privacy on Spbnb.com

    2. Uncheck the box next to Share my activity with my Facebook friends that are also on Spbnb

    3. Click Save Social Connections

    If you turn Social Connections off, your Spbnb account will still be connected to Facebook, but your Spbnb activity won't be shared with your Facebook friends on Spbnb. Your public Spbnb activity, such as Wish Lists you've created or reviews you've written, will still be shown to other people on Spbnb.

    If you've enabled Social Connections but don't see any connections, it might be that your Facebook friends aren't active yet on Spbnb. Refer them to earn travel credits.


    How do I deactivate or delete my account?

    To deactivate your account

    You’ll need to log in to your account on a desktop computer or browser to deactivate your account, which you can do yourself through Manage your data.

    When you deactivate your account:

    • Any reservations you currently have as a host or a guest will automatically be canceled.

    • Your profile will be hidden.

    • If you are a host, your listings will be hidden.

    • Some information, such as your reviews, may remain visible to others.

    • We’ll retain your account data so you can reactivate your account in the future.

    If you want to reactivate your account, you'll have to contact us.

    If you're a host you can just want to deactivate a listing instead of your account.


    To delete your account

    If you want to permanently close and delete your account, you can do this yourself through Manage your data.

    When you delete your account:

    • We will verify your identity for security purposes before accepting the deletion request.

    • Any reservations you currently have as a host or a guest will be canceled automatically.

    • Once your request is processed, your personal information will be permanently deleted, except for certain information that we are legally required or permitted to retain, as outlined in our Privacy Policy. Once your account is deleted, you can’t reactivate it, recover any data, or regain access. You'll need to set up a new account if you want to use Spbnb again. Contact us if you have questions about exercising your data subject rights.


    I'm an Spbnb user, how do I exercise my data subject rights?

    This page provides some general information on how to contact Spbnb in order to exercise your data subject rights under applicable law. If you have any questions about privacy or data protection at Spbnb, you can send us an email.

    Table of contents

    • Account deactivation

    • Account deletion

    • Data access

    • Data portability

    • Opt out from marketing communications

    • Object to processing


    Account deactivation

    How to deactivate your account

    When you deactivate your account, any current reservations you have as a host or a guest will be deemed automatically canceled by you, and the relevant cancellation policy will apply. If, in the future, you want to reopen a deactivated account, you’ll need to contact us. You can deactivate your account yourself through Manage your data.

    You can reactivate your account by contacting us.


    Account deletion

    Deleting your account is a permanent deletion of your personal data and closure of your Spbnb account. It can’t be reversed.

    Once your request is processed, your personal information will be permanently deleted (except for certain information that we are legally required or permitted to retain, as outlined in our Privacy

    Policy). This means that we'll no longer be able to provide our services to you and if you decide to use Spbnb again in the future, you'll need to set up a new account.


    How to delete your account

    You can delete your account and its data through Manage your data.


    Data access

    You can see much of the main information within your account in the dashboard of your Spbnb account.

    Obtaining a copy of some or all of the personal data Spbnb holds about you

    For a complete copy of your data, you can request a file from Manage your data.


    Data portability

    Right to portability

    If you exercise this right, you can request to receive certain personal data which you have provided to Spbnb in a structured, commonly used, and machine-readable format.


    Exercising your right to portability

    For a complete copy of your data, you can download a file from Manage your data.


    Opt out from marketing communications

    Exercising your right to opt out from receiving marketing emails, notifications, messages, or calls

    You can change your marketing preferences at any time by either clicking the "unsubscribe" link at the bottom of any marketing email, or by logging in to your account and following these steps:

    1. Go to Account on Spbnb.com

    2. Click Notifications and find the Promotions and Tips section

    3. Deselect the box next to the marketing communications you'd like to stop receiving

    4. Scroll to the bottom of the page and click Save

    If you are still receiving emails from Spbnb after opting out

    We will continue to use the contact details you provided in order to send you notifications related to a service you have requested (ex: booking confirmation emails, transactional emails). If you do not want to receive any notifications from Spbnb (including service messages), you’ll need to de-activate or delete your Spbnb account.

    Opting out of Spbnb usage of personal data for direct marketing purposes, including sharing your data with third parties for marketing purposes

    If permitted under the laws of the jurisdiction where you reside, you can opt out of such direct marketing activities as outlined in our Privacy Policy by sending us an email. For opting out of marketing communications, see above.

    See our Cookie Policy for information on how to manage your cookies.


    Object to processing

    How to object to Spbnb’s processing of some of your personal data for certain specific purposes

    If allowed under the laws of the jurisdiction where you reside, you may request that Spbnb not process your personal information for certain specific purposes (including profiling) where such processing is based on legitimate interest. If you object to such processing, Spbnb will no longer process your personal information for these purposes unless we can demonstrate compelling legitimate grounds for such processing, or such processing is required for the establishment, exercise, or defence of legal claims.

    You may exercise your rights to object to processing by sending us an email.


    Other methods to request data subject rights

    You can also submit your request via postal mail to the address provided in the Contact Us section of our Privacy Policy to the attention of Legal Privacy. Providing us with the following information will help with processing your request:

    • Subject: “Privacy Data Subject Right Request”

    • Your specific Spbnb ID (the number at the end of the link for your profile)

    • Country of residence

    Can Spbnb deactivate my account?

    Spbnb may limit, suspend, or deactivate your account, as outlined in our Terms of Service.

    Your account may be temporarily deactivated due to your response rate or acceptance rate. To reactivate your account in this case, follow the steps in the email that you received.

    Your account may be deactivated during a review of Spbnb accounts. Account Reviews are part of an effort to uphold our Community Standards, our Terms of Service, and foster mutual trust. Your account may also be deactivated or suspended as the result of an issue reported to our Customer Service team. Spbnb takes safety very seriously, and if we receive a report of a violation of our

    Community Standards, we will investigate the report and take appropriate action.

    While our goal is to provide users with information about actions we take on your account, the following may occur with or without notifying you directly:

    • Your account can be deactivated or suspended

    • You may not be able to access the platform, your account or content, or receive assistance from Spbnb Community Support

    If your account is deactivated or suspended, any upcoming pending or accepted reservations you have as either a host or guest can be canceled, and you may not be entitled to any compensation for the reservations that were canceled as a result of your suspension. We also may:

    • Communicate to the appropriate guests or hosts that their reservation was canceled.

    • Refund guests in full, regardless of the cancellation policy.

    • Contact guests about alternative accommodations that may be available.


    What does it mean if my host account was closed?

    After your host account is closed, you’re permanently unable to host your home or any other space on Spbnb. You’ll still be able to travel on Spbnb as a guest and you’ll always be able to access your reservation and transaction history. If you travel on Spbnb, other hosts and guests won't be able to see that we closed your host account.


    Why we closed your host account

    We depend on our hosts to consistently meet our hospitality standards and rely on our guests to let us know when something isn’t as expected. That’s why we reviewed your ratings and reviews before deciding to close your account. In general, we decide to close an account if the host:

    • Has had their listings repeatedly suspended

    • Has overall ratings that are below 99% of all other ratings on Spbnb

    • Has violated of our Terms of Service


    What happens to existing reservations

    You can still host guests that are scheduled to arrive within 7 days of your host account being closed. For reservations scheduled past those 7 days, we’ll find another place for those guests to stay and cancel the reservations they made with you. If we cancel the reservation, you won’t be compensated for it.


    Appealing the decision

    Because we carefully looked at the reviews and ratings in your host account before we closed it, we do not frequently reverse this decision. However, if you feel that closing your account was a mistake, you can appeal it by contacting us.

    We'll consider your appeal only if:

    • You've received only positive guest feedback

    • There were extenuating circumstances

    • Your account has been inaccurately linked to a previously closed account We won't accept appeals that claim:

    The issue only happened once. We don't close host accounts based on a single negative review. The reviews were unfair. Rather than trying to prove that a review isn’t accurate, update your listing description and photos to make sure there are no surprises for guests when they arrive.

    How do I manage my notification settings?

    You can manage the ways you get notifications from Spbnb in your notification settings.


    Types of notifications

    These are the types of notifications you can get from Spbnb:

    • Messages: Communication from hosts or guests

    • Reminders and suggestions: Reservation reminders, helpful tips to improve your trip, and other messages related to your activities on Spbnb

    • Promotions and tips: Coupons, promotions, surveys, product updates, and inspiration from Spbnb and its partners

    • Policy and community: Updates on home sharing laws and advocacy efforts in your community

    • Account support: Messages about your account, your trips, legal updates, security and privacy info, and customer support requests


    How you get notifications

    These are the ways you can get notifications from Spbnb:

    • Email: Sent to the email address in your Spbnb account

    • Push: Sent to the mobile device or tablet that has the Spbnb app

    • Text (SMS): Sent to the phone number in your Spbnb account

    • Phone: Calls to the phone number in your Spbnb account


    Manage notifications

    When you sign up with Spbnb, you can choose to receive promotional and policy notifications, and add a phone number to get certain phone and text notifications.

    We’ll send most of the other types of notifications to you automatically. To review which notifications you’re getting and make changes, go to your notification settings.


    Turn off notifications

    You can turn off most notifications in your notification settings. For text, push, phone and some email notifications, you can also take the following actions to turn them off:

    • Text (SMS): Reply STOP. To start receiving them again, reply START.

    • Emails: Click Unsubscribe in promotions and tips or policy and community email.

    • Push: In your mobile or tablet settings, turn off push notifications for the Spbnb app.

    • Phone: Ask the caller to remove you from receiving future calls for promotions and tips or policy and community.


    To help ensure we can contact you with important information, you can’t turn off email notifications related to reservations, account activity, legal updates, security and privacy notices, and customer services requests. In some circumstances, such as if we can’t reach you by email, we may need to contact you by phone or other means.


    Why didn't I get my email notification?

    If you didn’t receive an email notification from us, there are a few different steps you can try to figure out the issue.


    Make sure your email address is correct

    We might be sending emails to an old or incorrect email address. To see or change the email address associated with your account, log in to your Spbnb account from a desktop computer and follow the steps below:


    1. Go to Edit Profile.

    2. Look for the Email Address field. Make sure your address is correct.

    3. If it’s incorrect, add the correct address, scroll to the bottom of the page, and click Save.


    Check your email notification settings

    We'll only send the emails you tell us you want. To check your email notification settings, log in to your Spbnb account from a desktop computer and follow the steps below:


    1. Go to your Notification Settings.

    2. Look for the "Email Settings" field. Make sure you’ve chosen the email types you want to receive.

    3. After adding or removing checkmarks from the right boxes, scroll to the bottom of the page and click Save.


    Search all messages in your email inbox

    Sometimes emails can get lost in your inbox. In your email account, search for terms like "Spbnb", "reservation", "verification", or other words related to the email you're looking for.


    Check your spam and other email filters

    It's possible your email provider mistakenly sent our messages to your spam or junk folder. To avoid this:


    If you have other filters or routing rules in your email account that may have sorted Spbnb emails elsewhere, be sure to check those, too.


    Check for issues with your email service provider

    Depending on your provider, emails can take up to a few hours to be delivered. If undelivered or delayed emails continue to be an issue, check with your provider to see if there are any configuration issues or problems with their network that might be affecting your account.


    How does it work when Spbnb verifies your identity?

    At Spbnb, we’re always working on making our community as secure as possible for everyone.

    That’s why, before booking a home or becoming a host, we may ask for a government ID or have you confirm your legal name and add your address.


    This information helps us keep Spbnb secure, fight fraud, and more.

    • How it works when Spbnb verifies identity

    • When you’ll be asked to confirm your identity

    • Types of ID

    • What gets shared with your host

    • Privacy

    • Storing and removing the photo of your ID

    • Other ways identification info may be used

    • About photo matching

    • Troubleshooting


    How it works when Spbnb verifies identity

    When you’re asked to confirm your identity, you’ll need to add either your legal name and address, or a photo of a government ID (driver’s license, passport, or national identity card). Additionally, you may be asked to take a brand-new photo of yourself. This is different from your profile photo, which you may also be asked to provide.

    If you're asked to take a photo of yourself, it needs to match the photo on your ID, and your ID must be valid. If your photos don’t match, if you’re under 18, or your ID doesn't appear to be valid, you won't be able to book a listing requiring an ID. If you’re under 18, all current reservations will also be canceled.


    You may have a few options for confirming your identity:

    • Take a photo of your ID using your phone

    • Take a photo using the camera on your computer or mobile device

    • Upload an existing photo of your ID

    • Add your legal first and last name

    • Add your address (this should match where you get banking documents or utility bills)

    Completing this process isn’t an endorsement of any host or guest, a guarantee of someone’s identity, or an assurance that interacting with them will be safe. Always use your own best judgment, and follow our safety tips for guests and hosts.


    When you’ll be asked to confirm your identity

    This may happen for a couple of reasons. For example, some hosts require their guests to complete identity verification in order to book their place.

    There are also times when Spbnb will ask you to confirm your identity to help us make sure you’re really you.

    But whatever the reason, your ID will never be shared with a host or anyone else who uses Spbnb.


    Types of ID

    Depending on your location and what country you’re from, you may be able to add one of the following types of government ID:

    • Driver’s license

    • Passport

    • National identity card


    Your ID needs to be an official government-issued ID (not an ID for a school, library, gym, etc.) that includes a photo of you.

    If you add a driver’s license, you’ll be asked for two photos—one of the front of the license and one of the back.

    If you add a passport, make sure the photo includes the numbers located at the bottom of the page with your picture.


    For residents of Singapore, Hong Kong, the Netherlands, Japan, and Korea: No matter which type of ID you add, be sure the image of your ID doesn’t show your identification or registration number. If you take a new photo of your ID, cover the number with tape or your finger when you take the photo, making sure all other info is visible. If you upload an existing photo of your ID, edit it first so that your identification number can’t be seen.


    Other ways we verify your identity

    In some cases, you may not need to add a government ID. We’ll be able to make sure you’re really you when you add your legal name and address (this should match where you get banking documents or utility bills). We’ll match this information with secure third-party databases.

    What gets shared with your host

    If you’re asked for a government ID, the following may be shared with your host:

    • The first name on your ID

    • Whether you're over or under 25 years old

    • Whether your ID has been successfully added

    • Your profile photo and profile name


    As a guest, the following will never be shared with your host or anyone else who uses Spbnb:

    • The photo of your ID

    • The photo you take of yourself as part of ID verification (if you’re asked to do that)

    • Your address


    Privacy

    We take privacy seriously. The information you provide during the process of adding your government ID is governed by our Privacy Policy and sent to us and our third-party databases using the same secure encryption that websites use to transmit credit card numbers. Our third-party databases handle this info according to our contracts with these third parties.

    In the Netherlands, Korea, Singapore, Hong Kong, or Japan

    To further help protect your privacy, it’s important that your national identification number (BSN, RRN, NRIC, HKID, MyNumber, etc.) doesn’t appear in the photo of your ID. If you're uploading a Korean national ID card or driving license, please allow only the first 6 digits to remain visible (which contain your date of birth), as we're obliged to collect that information for compliance reasons.

    If you take a new photo of your ID, make sure all other info is visible—only the identification number should be covered (using tape to cover the number is one option). If you upload an existing photo of your ID, edit it so that your identification number can’t be seen.


    Storing and removing the photo of your ID

    The storage of your government ID photo is governed by our Privacy Policy, which describes our efforts to protect your information.

    We recommend not removing the photo of your ID. If you do, any upcoming reservations will be canceled.

    You can, however, remove the photo of your ID 90 days after you complete your most recent booking.

    To remove the photo of your ID: From your Account Settings, go to Personal info. Next to Government ID, select Remove.

    Profile photos can also be removed, but the photo you take of yourself (if you’re asked to do so) cannot.


  7. Other ways identification info may be used

    When you and other guests and hosts provide identification info it builds trust in the Spbnb community. It also helps us keep Spbnb secure, fight fraud, and more. There are a few ways that identification info may be used to do this.

    First, here at Spbnb, we may use your identification info to better protect all guests and hosts. The information helps us check that everyone is who they say they are—and therefore, we can do an even better job of keeping fraudulent individuals away from Spbnb. We can also keep accounts more secure, and better determine that everyone who uses Spbnb is over 18 years old.

    Additionally, where permitted by applicable law, we may provide identification info from a government ID, such as a full name, address, and date of birth, to our service providers to run background checks against public records for criminal convictions and sex offender registrations. For now, these checks are limited to users in the United States. While we believe these checks help us deter fraud and misuse of our services, they don’t guarantee that interactions with people who book through Spbnb will be safe or problem-free. Please carefully review our notice about the limitations of background and registered sex offender checks.

    Also, where permitted by applicable law, we may provide certain identification info to banks and other financial institutions (which helps them enforce various tax, anti-money laundering, and sanctions laws), as well as to law enforcement agencies (who may be conducting investigations requiring Spbnb’s involvement).

    Our goal is to work closely with these organizations and comply with our legal obligations, while also ensuring the respect, privacy, and security of everyone who uses Spbnb.


    About photo matching

    If you’re asked to take a photo of yourself, we’ll also match this photo with the picture in the government ID you already provided. This helps us make sure you’re really you.

    Photo matching may provide some useful info, but no facial matching process is always completely accurate. The effectiveness of a comparison of facial features can vary greatly based on the skill and judgment of the reviewer, the quality and resolution of the photos, and whether there are significant changes in a person’s appearance between the two photos (for example, change in age, change in weight, different outfit).

    As a result, this process may sometimes “match” photos that are not in fact of the same person, or fail to match photos that are of the same person. Fraudulent individuals may circumvent even the most sophisticated and diligent efforts to match photos submitted for comparison.

    We don’t make any guarantee or representation about the accuracy or effectiveness of photo matching results. You shouldn’t rely on completion of the photo matching process as a guarantee of someone’s identity, or a guarantee that they’re someone you can safely interact with.


    Troubleshooting

    If you’re having difficulty, contact us.


    What does it mean when someone’s ID has been checked?

    We want you to be confident that people on Spbnb are who they say they are.

    One way we do that is by checking for a government ID. This could be a driver’s license, passport, identity card, or visa.

    If it says “ID checked” for a guest or host, it means this person has successfully added an ID. This helps us keep Spbnb secure, fight fraud, and more.


    Why will an ID be checked?

    Some hosts require their guests to provide a government ID in order to book their place. There are also times when we’ll ask for an ID to help us check that someone is who they say they are.

    Whatever the reason, your ID will never be shared with anyone else who uses Spbnb.


    How is an ID checked?

    A guest or host will be asked to add a photo of their ID—something that will happen before a reservation (for a guest) or listing (for a host) can be completed. Then we check to make sure that the person who added the ID is who they say they are. Sometimes we do this by asking the guest or host to take a photo of themselves, which will be used to match the picture in their ID.


    What else is Spbnb doing to keep the community safe?

    Here are a few other examples:

    • Risk scoring. Every Spbnb reservation is scored for risk before it’s confirmed. We use predictive analytics and machine learning to instantly evaluate hundreds of signals that help us flag and investigate suspicious activity before it happens.

    • Watchlists and background checks. While no screening system is perfect, globally we run hosts and guests against regulatory, terrorist, and sanctions watchlists. For hosts and guests in the United States, we also conduct background checks.

    • 24/7 support. Our global team is standing by 24/7 in multiple languages to help make things right with rebooking assistance, refunds, reimbursements, and more. We’re there for you when you need us.

    We’re committed to creating a safe and trusted community around the world.


    How do I submit my government ID?

    When you’re asked to confirm your identity, you’ll need to add either your legal name and address, or a photo of a government ID (driver’s license, passport, or national identity card).


    If you’re having difficulty submitting your government ID, here are a few things to keep in mind:

    • Check your email inbox, text messages, and phone notifications—you may have been sent additional information.

    • If you’re trying to submit a photo using a mobile device, the Spbnb app or your browser may need permission to access your camera. You may also need to refresh the app or page after granting the camera permission.

    • Provide high-quality JPEG or PNG files. Take photos in a well-lit room, and fit information within the provided white lines. Make sure that the image isn’t blurry or obscured.

    • Submit photos of an original (not photocopied) and undamaged ID. If the ID has two sides, like a driver's license or national ID card, make sure that you submit each side—one of the front and one of the back. For residents of Singapore, Hong Kong, the Netherlands, Japan, and Korea: No matter which type of ID you add, be sure the image of your ID doesn’t show your identification or registration number.

    • If you’re asked to take a photo of yourself, make sure the photo clearly shows your face and fits within the provided white line. Religious head coverings are welcome, but please make sure that your eyes, nose, and mouth are visible.

    When you and other guests and hosts provide identification info it builds trust in the Spbnb community. It also helps us keep Spbnb secure, fight fraud, and more.


    Is providing identification to Spbnb secure?

    The identification info you provide to Spbnb is governed by our Privacy Policy and transmitted using secure encryption, the same process that websites use to transmit credit card numbers.

    When we receive information from your driver's license, passport, or national identity card, we store the number in an encrypted form, so you should only have to confirm your identity once.

    Only authorized Spbnb employees are allowed access to your original documentation for troubleshooting or internal purposes.

    Our third-party databases store information according to our written instructions.


    What are the requirements to book on Spbnb?

    We ask everyone who uses Spbnb for a few pieces of information before they book on Spbnb. 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.

    Spbnb’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 Spbnb email address that forwards their messages to the guest.

    Some hosts may also ask guests to provide ID before booking their space.


    How do I verify my phone number?

    To verify your phone number:

    1. Go to Profile on Spbnb.com

    2. Next to Phone Number, click Add a phone number

    3. Select your country, and we’ll automatically insert the correct country code

    4. Enter your area code and phone number

    5. Click Verify via SMS or Verify via Call. We'll send you a code via text message (SMS) or an automated phone call

    6. Enter your code and click Verify

    If you don’t see a confirmation message, try refreshing the page. If the method you chose isn't working, try the other one.

    After verifying your phone number, you can manage text message notifications by going to Account and choosing Notifications. As always, standard message and data rates may apply for any calls or messages sent or received. For questions about these rates, get in touch with your phone provider.


    Why verify?

    Having a verified phone number gives your hosts, guests, and Spbnb a way to contact you about your reservations or your account. Hosts are required to verify their phone numbers before listing their homes, and guests must have a verified phone number before booking a reservation. You also need a verified phone number to complete the Verified ID.


    Why do I need to have an Spbnb profile?

    Your profile is a great way for others to learn more about you before they book your space or host you. When your profile is robust, it helps others feel that you're reliable, authentic, and committed to the spirit of Spbnb. Whether you're a host or a guest, the more complete your profile is, the more reservations you're likely to book, too.

    We require all hosts to have a profile photo, and most guests upload a profile photo before checking into their first reservation.


    A great profile often includes:

    • Multiple profile verifications.

    • A description of at least 50 words highlighting why you decided to join the Spbnb community, your interests or hobbies, or anything else you think someone would want to know.

    • At least one profile photo that shows your face. Some hosts require guests to have a profile photo, but guest profile photos are not displayed until after a booking is confirmed. It's helpful to include a recent photo so hosts know who to welcome into their home. Guests are not required to upload a photo when they join Spbnb, and aren't required to upload a photo to book unless the host requires profile photos. Guests can remove profile photos from their profile at any time.

    To view someone's profile, just click their profile avatar or photo.


    Does Spbnb perform background checks on members?

    If we have enough information (usually at least the user’s first and last name, plus date of birth) to identify a guest or host who lives in the United States, we check certain databases of public state and county criminal records, as well as state and national sex offender registries for criminal convictions and sex offender registrations. If we have enough information (usually at least the user’s first and last name plus date of birth) to identify a guest or host who lives outside the United States, we may, to the extent permitted by applicable laws and to the extent available, obtain the local version of background or registered sex offender checks.

    We also check the OFAC list (which includes terrorist designations) for all users that transact on the platform. Background checks are conducted for us by our approved background check providers.

    Although background checks may help identify past criminal conduct where records are available, background checks don’t always identify a person’s past crimes or other red flags, they are never a guarantee that a person won’t break the law in the future. Due to the way certain databases are maintained, there may be gaps in the coverage provided by public records searches, and the online databases may be only updated periodically by local governments which we do not control or direct. Results of these database checks may not reveal or include recent criminal record activity.

    No background check should ever be relied upon as the sole indicator of suitability. You should always exercise your own judgment about whom to interact with and follow other sensible safety tips.


    How does Spbnb conduct background checks?

    As discussed above, we currently check certain databases of public state and county criminal records, as well as state and national sex offender registries on U.S.-based guests and hosts where we have at least an accurate first and last name plus date of birth. If we have that information, we submit it to one of our approved background check providers, which checks the user’s identity against public records of convictions and sex offender registries.

    If we have enough information (usually at least the user’s first and last name plus date of birth, and government-issued ID number where applicable) to identify a guest or host who lives outside the United States, we may, to the extent permitted by applicable laws and to the extent available, obtain the local version of background or registered sex offender checks. To the extent we do this outside the United States, we will use one of our approved vendors, which checks the user’s identity against available local databases.

    We also check the OFAC list (which includes terrorist designations) for all users that transact on the platform.

    What are some of the limitations of these background checks?

    Although background checks may help us identify past criminal conduct where records are available, they have several limitations, and do not guarantee that all past criminal conduct has been identified or that a person won’t break the law in the future. For example:

    1. The scope of our search is limited

    We only run these checks on U.S.-based guests and hosts when we have at least the user’s first and last name plus date of birth. We do not have these identifiers for all hosts and guests and therefore cannot guarantee that we have conducted a check on every host or guest. In addition, we are not conducting these checks on additional guests staying with the guest who books an accommodation. In this case, only the guest who books that accommodation will be checked as part of that booking, when we have the necessary information.

    Even where we have the necessary information, these checks only work where the users have accurately given us their full, correct legal name and date of birth. Likewise, we cannot guarantee that users who provided us full information gave us information that is accurate or belongs to them.

    While we aim to refresh these checks periodically for active users, we may conduct these checks only once per user, and a check may have been conducted months before your interaction with the user.

    In addition, for users who live in the United States, we do not always check every state and county courthouse records and other criminal registries or other public databases (such as but not limited to Moving Violation Reports (MVRs) and Driving Records). It's important to know that the criminal record information searched and reported for each type of check varies by state, and sometimes county, due to variations in state laws and state and county criminal record reporting systems.

    Lastly, because of differences in foreign laws, language, and the manner in which foreign records are maintained and reported, we may not run background checks on users located outside the United States, and even if we do, the scope and accuracy of coverage may vary.


    1. Search results may be incomplete

    The databases we check are not necessarily complete, and may not include records of prior criminal conduct. For example, not all criminal records are public in all states, not all criminal records are captured by the databases we check, and convictions and records of crimes committed outside the country where the background check is conducted may not be included. Also, as determined by applicable law, public records databases may be limited to records of conduct that took place a certain number of years prior to the date of the check (for example, the prior seven years in certain U.S. states). We cannot guarantee that the limited background checks we conduct will identify all past criminal convictions or sex offender registrations by a guest or host. Therefore, you should not rely on another user’s completion of a background check as a guarantee that the user has no criminal background or other red flags.

    Finally, criminals may circumvent even the most sophisticated database or search technology.


    1. Search results do not guarantee safety

    In sum, while we hope these user vetting tools will be useful to help protect our community, they don’t always identify a person’s past crimes or other red flags, cannot guarantee that a person won’t break the law in the future, and are never a guarantee of safety or that a host or guest who has completed a background check is safe or safer than any unknown person you may meet in any other way.

    You should also not rely on background checks as a replacement for exercising your own judgment about whom to interact with or as a replacement for following sensible safety tips.


    What are the crimes for which you remove users from the platform?

    Users with serious criminal histories may be removed or referred for further review if our checks show convictions within a certain time period.

    Less serious convictions will never result in removal (such as disorderly conduct or marijuana possession).

    Some other crimes may result in removal for a period of 14 years (such as felony burglary or felony larceny) or seven years (such as fraud or property damage) from the date of conviction.

    Severe crimes may result in removal for a longer period of time or even permanently (such as murder, terrorism, rape or child molestation).


    Will a background check cause a delay for guests booking a listing?

    For some last-minute reservations, background checks may delay booking a listing. This can happen when a reservation is made within 48 hours of the home’s latest possible check-in time and a guest has a criminal record, but the offense is for something that isn’t against our policies. At that point, the reservation will be held in pending status, as we confirm additional background check information. After that’s completed, we’ll let the guest know if the reservation can be made or not.

    Guests also have the option not to wait for the confirmation and cancel the reservation free of charge, as long as it’s done before the reservation is confirmed via email.


    Can a user whose account has been removed due to their criminal background be reinstated?

    Yes. We appreciate that there are a number of factors that can result in someone having a criminal record. As a company whose mission is to create more belonging, this means both creating space for individuals with criminal records to demonstrate their successful rehabilitation, while still helping to ensure the safety of the entire Spbnb community.

    As such, we have developed a rigorous, evidence-based approach for assessing whether a user account can be reinstated, despite having a criminal record that would otherwise make them ineligible for account access.


    Are all users removed for their criminal background eligible for appeal?

    Some offense types are not eligible for reinstatement due to the risk posed by the offense itself. These include the following types of offenses:

      • Sexual violence and exploitation

      • Human trafficking

      • Hate crimes

      • Terrorism


    How can someone appeal a removal on Spbnb?

    Spbnb has a specialized team trained to review and assess eligibility for reinstatement. If someone receives a removal notice related to a criminal background check, they can respond to that notice directly, submit an appeal via the link when they attempt to login, or contact customer service directly requesting to appeal.


    What are the factors used to assess whether an account can be reinstated, and how did Spbnb determine the criteria?

    The primary factors we consider to determine eligibility for reinstatement are an individual’s age at the time of conviction, number of prior convictions, and time since last conviction. We also take into account other individual factors correlated with a reduced risk of future criminal conduct such as employment, rental history, and participation in education or counseling.

    We identified these criteria by reviewing an extensive body of research, including “time to redemption” studies and other literature that identified individual factors that are correlated with a reduced risk to ensure a more nuanced, individualized approach.


    What safety tips should I follow when interacting with a host or guest?

      • Get to know your host or guest when confirming—and before the start of—their trip via our Platform. We provide various tools to enable you to do so, including reviews from other members, Verified ID or other identity process, on-platform member messaging that lets you message the host or guest while anonymizing your real email address for additional privacy and account security, and reservation requirements that hosts can set for their guests.

      • Protect your finances by paying only through Spbnb’s secure payments platform and by protecting the privacy and physical security of your financial information, including your social security or other tax ID number, your date of birth, credit card and bank account information, and government issued IDs.

      • Be cautious when sharing personal information, like your email address, phone number, home address, place of work. Instead, use Spbnb’s on-platform member messaging.

      • Keep a clear mind and avoid doing things that impair your judgment.

      • Consider doing a web search and checking public government databases such as the U.S. federal or state sex offender registries for the name(s) of anyone with whom you interact offline.

      • Please report any users who violate our Terms of Service to us. Examples of users who violate our terms of service include:

        • Users who ask you to send them money outside the Spbnb payments platform

        • Users who send you harassing or offensive messages

        • Users who behave inappropriately online or at a listing

        • Fraudulent registration, user profiles, or listings

        • Users who otherwise create a safety risk

      • Tell a friend or family member of your travel or hosting plans.

      • Know the contact information for emergency responders in the city of your listing, and keep that handy in case you need it.


    How do I know if an email or website is really from Spbnb?

    Occasionally, people create fake emails or websites designed to look like Spbnb. These sites can be used to try to steal personal information, like your password or bank account info. This is often called phishing or spoofing.

    If you receive an email or are directed to a website that looks like Spbnb but asks for confidential information, be cautious. When in doubt, always start at the Spbnb home page. Type https://www.Spbnb.com into your browser and go from there.


    Identify fraudulent emails and websites

    Fraudulent emails often include the Spbnb logo and a fake Spbnb address in the "From" line.

    Fraudulent emails might also contain text taken from real Spbnb emails, such as a reservation confirmation message, payout confirmation, reservation reminder, or a request to update your profile. By making an email seem real, fraudsters hope to trick you into providing personal information that we would never ask for. Here are some signs to help you tell the difference:

    Check for legitimate links

    Fraudulent emails can contain links to fake Spbnb web pages that try to steal your information. Don’t click links in any email you’re not sure about.

    A real link to Spbnb will begin with https://www.Spbnb.com or a country-specific URL like https://es.Spbnb.com, https://it.Spbnb.com, https://www.Spbnb.com.at, or https://www.Spbnb.co.uk. If you click a link that takes you to a page that looks like Spbnb but doesn’t start with this address, it’s a fraudulent page and you should close it.

    Check for official Spbnb domains

    Fraudulent emails often come from domains that may appear similar, such as @bnb.com or @reservation-Spbnb.com. But legitimate emails from Spbnb will only come from the following domains:

      • @Spbnb.com

      • @Spbnbaction.com

      • @Spbnbmail.com

      • @Spbnb.zendesk.com

      • @e.Spbnb.com

      • @express.medallia.com

      • @ext.Spbnb.com

      • @guest.Spbnb.com

      • @host.Spbnb.com

      • @noreply@qemailserver.com

      • @outreach.Spbnb.com

      • @research.Spbnb.com

    If it's not sent from one of these addresses, it’s not from Spbnb.

    Check the website address

    Pay special attention to misspellings of Spbnb’s name. If Spbnb is misspelled in the website address, the website is fake.

    Check for a lock icon in your browser

    You can tell if a website is secure by looking for a lock icon in your browser’s address bar. All of Spbnb’s websites will show this icon. If this icon isn't in the address bar, your connection to the website isn’t secure, and you shouldn’t enter any personal information.

    Be wary of threatening tones

    Fraudulent emails and websites often have an urgent tone and threaten account suspension, loss of a reservation or booking, or a delayed payout if you don't click a link or provide certain information immediately.

    If it’s truly important, you’ll usually find more information in your Spbnb dashboard. If you have any doubt about an email’s authenticity, log in to your account and go from there.


    Report fake websites to Spbnb

    If you believe you've encountered a web page designed to look like Spbnb, let us know by reporting the website’s URL. This page is only for reporting suspicious websites—it doesn’t create an Spbnb help request or send you a confirmation. If you interacted with a fraudulent site or are concerned about the security of your account, contact us instead.


    How can I keep my account secure?

    Review the tips below to learn more about how you can help keep your account and information secure.


    Multi-factor authentication

    If you log in from a new place or make a change to sensitive account information, we may ask for some information to help confirm it’s really you. Specifically, we may ask you to enter a security code sent to your phone or email address, or verify some of your account details. We may also send you an account alert just in case another person is accessing your account. If you think someone has logged in to your account without your permission, immediately review your account.


    Password strength

    Make sure your password is at least 8 characters long, and try to use a mix of letters, numbers, and special characters (ex: #, $, , !). The password you use for your Spbnb account should be different from the passwords you use for other websites, like your email, bank account, or social media. That way, if one of your other accounts is compromised, it's less likely to impact your Spbnb account.

    Online security

    A few general guidelines to help you stay safe online:

      • Always log in at https://www.Spbnb.com: Check any page's URL before you enter your login info—when in doubt, you can always type https://www.Spbnb.com directly into your browser.

      • Look for “https://” at the beginning of the URL. This means that your connection is encrypted, protecting the integrity and confidentiality of data sent between your computer and Spbnb. Some browsers may also show a lock icon next to the URL to confirm that it’s secure. Spbnb will try and force your browser to use HTTPS, but this may not work for all browsers.

      • Keep your devices and software up to date: Device manufacturers and software providers often provide updates that address security risks and introduce new security protections.

      • Install antivirus software: Install antivirus software from a trustworthy source to detect, prevent, and remove common viruses or other types of attacks.

      • Check the sender: Don't click any links or download any attachments unless you know and trust the source.


    Off-site payments and messages

    Spbnb will never ask you to pay elsewhere—and we ask that you keep all payment and communication on the Spbnb platform. Don't share your email address before a booking is accepted or transfer funds outside the Spbnb system, and always carefully examine emails claiming to be from Spbnb. We’ll never ask you to exchange money outside of Spbnb or send us your password information over email.

    If you encounter a suspicious profile, listing, or message thread, flag it for review. If someone emails you asking you to pay or accept payment off-site, let us know right away.

    How can I make my password strong?

    Using a strong password for your Spbnb account makes it harder for people to access your account without your permission. The password you choose should be easy for you to remember, but hard for someone else to figure out.

    Create a unique password

    Make sure your Spbnb password is different from the passwords you use for other websites, like your email, bank account, or social media. That way, if one of your other accounts is compromised, it's less likely to impact your Spbnb account.

    Use at least 8 characters and avoid common combinations

    Make sure your password is at least 8 characters long, and try to use a mix of letters, numbers, and a few special characters (ex: #, $, , !). An easy way to make a strong password is to combine multiple words and symbols together into a unique phrase—the longer your password is, the harder it will be to guess. Avoid common words and don't use a combination of word+digit. That combination is used too commonly to be strong.

    Get a password manager

    Password managers are a useful tool for storing and organizing your passwords. Using one will make it easy to have a strong, unique password for each of your accounts online.


    Can I see a list of recent logins to my Spbnb account?

    To review a list of recent logins to your Spbnb account:

    1. Go to Account

    2. Select Security

    3. Scroll down and look for Login History section

    Under Login History, you’ll find a list of logins to your Spbnb account, including information on the type of browser used to access your account, when your account was accessed, and where we believe it was accessed from.

    Trusted browsers are included in your login history.


    What is 2-step authentication?

    2-step authentication may be required as an extra layer of security to access certain parts of your account. It aims to protect personal information, like your payout details. When it’s required, you’ll need to enter a unique PIN that only you know in order to confirm you’re really you.


    Why it’s required

    1. step authentication is an enhanced security measure required by regional regulations. This means that in order to operate in your region and comply with regulations, we may need to ask you to set it up in order to continue using Spbnb.

    If you don’t set up 2-step authentication, you won’t be able to access important parts of your account that can be critical for hosting. To make sure this doesn’t happen, set it up and choose a unique PIN that’s easy to remember.


    How it works

    To set it up, you’ll need to have a phone number on your account. You can add your phone number in Account Settings > Login & Security, which is where you can also set up 2-step authentication. Then you’ll take these steps to finish setup:

      • Confirm passcode: We’ll send a one-time passcode to your phone via text (SMS) or a phone call (you’ll get to choose)

      • Create PIN: Next you’ll create a personal identification number (PIN)

      • Add security questions: Choose questions only you know the answers to in case you ever forget your PIN

    Because this is an enhanced security measure required by regional regulations, you might be required to do this to continue accessing any parts of your account that contain personal information.


    Editing your PIN or security questions

    If you forget your PIN or security questions, or if you want to edit them, go to Account Settings > Login & Security. There’s a section called 2-step authentication where you can edit them.

    You’ll need to enter your current PIN to make an update. If you can’t remember your current PIN, use the Forgot PIN? link to answer one of your security questions. Then you’ll be able to set up your new PIN or security questions.


    Updating your phone number

    From time to time, you may need to change your phone number. When you edit the phone number on your account, we’ll update the number we use to send you a passcode.

    If you need to do this, please note that regulations may require a waiting period of several days as an additional security measure after any phone number is updated. This means that access to your certain parts of your account could be temporarily unavailable if you don’t have another phone number associated with your account.

  8. How will my email address look to other people?

    We don't share your personal email address even after you have a confirmed reservation. Instead, we create a unique, temporary Spbnb address for you, and share that with your host or guest.

    Keeping your real personal email address hidden helps protect your privacy, and prevent unwanted communication from people who may abuse our system.

    Any emails sent to your temporary Spbnb address are forwarded to your personal email address. This lets you use your email provider to send or reply to messages, attach files (up to 15 MB), and include links.

    A host's anonymized email address might look like:

    We recommend communicating using the Spbnb messaging system, but we recognize that sometimes you'll need to attach photos, directions, or other information in an email. These addresses let you send emails like you normally would—with an extra layer of security.


    What should I do if I think someone has logged into my account?

    If you think someone has logged into your account without your permission, immediately review your account.

    Follow the instructions on your screen to review and undo any changes that were made without your permission. During this process, you may be asked to:

      • Change your Spbnb password

      • Check the last few times your account was logged into, and confirm that you recognize the devices and locations that logged in

      • Make sure your contact info, profile photos, listings, and payout methods haven't been changed by someone else

      • Confirm that any reservations in your account were actually made by you

    If anything doesn't look right, we’ll help you understand what changes were made and how you can undo them. To help prevent someone else logging into your account, read our tips for keeping your account secure.

    If you use the same password for your email account and Spbnb account, you may also want to change your email account’s password.


    How long does Spbnb retain personal data?

    We generally keep the data associated with your user account for as long as you have an Spbnb account. If you close your Spbnb account, we will erase your personal data as described in our Privacy Policy.

    There is certain data that we may keep for longer as required or permitted by law. For example, we are required to retain certain data related to payment transactions for several years. Or, we may retain some data for fraud detection or safety reasons.


    What is a trusted browser?

    If you turn on login notifications, you can mark the browser you use to access your Spbnb account often as trusted—when you use a trusted browser to access your account, we won’t notify you.

    To mark a browser as trusted:

    1. Enable login notifications.

    2. Log in to your Spbnb account from the browser you want to trust.

    3. You’ll see an Add to trusted browsers? window appears. Select the option next to Trust this browser.

    4. Click Save.

    You should only mark a browser as trusted if you're on a private computer or phone.


    What are login notifications?

    Login notifications are an extra security feature that can help alert you if someone accesses your Spbnb account without your permission.

    We’ll send you an email each time someone logs in. In these emails, we’ll give you information on the type of Internet browser used to access your account, the time your account was accessed, and where we believe it was accessed from.

    If you use certain browsers often, you can mark them as trusted. We won’t notify you when your account is accessed from a trusted browser.


    How do reviews work for stays?

    All the reviews on Spbnb are written by hosts and guests who have completed their stay using Spbnb. In addition to a written review, guests are also asked to provide star ratings.

    You have 14 days after checkout to write a review for a trip. To encourage impartial and honest comments, reviews are posted only after both parties have completed their review, or when the 14-day review period has ended.


    Writing a review

    To leave a review for a recent trip, go to your reviews.

    Reviews are limited to 1000 words and must follow Spbnb's Review Policy. The best reviews include information that will help future hosts and guests. For example, you can share about your interactions with your guest, host, or their affiliates, and guests can highlight qualities that made the stay special (like cleanliness, personal touches, or convenience).

    As part of the review process, you’ll also have the option to leave private feedback for your host or guest. These private comments are shared at the same time that the reviews are posted.

    Group reviews

    If a reservation has more than one confirmed guest, the host's review is for the guest who made the reservation. This review will still appear on the profiles of all the reservation’s confirmed guests.

    Finding past reviews

    To read reviews you've written or reviews about you, go to your reviews from a web browser. You'll also see any private feedback that people have left you.

    Responding to or disputing a review

    Our community relies on honest, transparent reviews. Contact us to learn how to respond to a review or how to report a review that you believe goes against our review policy.


    Can I edit a review I wrote?

    To encourage honest and impartial reviews, a review can be edited before it’s been published, but not after. Reviews are published after both parties have completed their review, or when the 14-day review period has ended.

    You can edit a review you’ve drafted until your review is published, or for up to 48 hours after you submit it. To edit a recent review:

    1. From a web browser, go to your Reviews

    2. Select Reviews By You

    3. Find the review you’d like to edit


    Removing published reviews

    If you decide that you'd like to have a review that you wrote unpublished, you can request that by contacting us.

    If you request that we remove a review written by someone else, we will only take action if it violates our Review Policy.


    Can I remove or respond to a review I disagree with?

    You can post a public response to reviews that others leave for you, but you can't remove them. Reviews are only removed if they violate our Review Policy. If you would like to dispute a review, learn how to report a review that you believe goes against the policy.

    If you’d like to respond to a review with additional information, to provide your own perspective of a situation, or to address feedback given, you can leave a response within 30 days of when the review was written. If you choose to leave a response, be sure to follow our Review Policy and provide

    relevant comments for future hosts and guests. To respond to a recent review:

    1. From a web browser, go to your Reviews

    2. Select Reviews About You

    3. Find the review you’d like to respond to and select Leave a Response

    Review responses will be posted immediately after you publish them, and they cannot be edited once posted.


    Spbnb's Review Policy

    In order to build a platform of trust, we need to ensure that reviews on Spbnb are useful, informative, and do not expose our community to harm. Therefore, Spbnb expects that all reviews adhere to the following:

    1. Reviews should not violate our content policy.

    Some content is never allowed on Spbnb. Read Spbnb’s Content Policy.

    1. 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 to post reviews of their business, nor do we allow individuals who are confirmed to offer competing listings 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.

    1. Reviews should be relevant.

    Keep your reviews relevant to Spbnb and your stay. 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.

    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 Spbnb (ex. an airline, rideshare, restaurant, etc)

      • Commentary about past Spbnb reservations, hosts, or guests, or about the Spbnb 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 Spbnb’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, Spbnb does not mediate disputes concerning truth or fairness. We expect the author of the review to stand behind the content of their review.

    For more information on how we investigate and moderate review disputes, read about Spbnb's Dispute Moderation for Reviews.


    Spbnb’s Dispute Moderation for Reviews

      • Moderating for bias

      • Moderating for relevance

      • Moderating for canceled reservations

    As the Spbnb 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 Spbnb’s Review Policy in full, but in short, this means a review will be removed if:

      • The review is in violation of Spbnb’s Content Policy,

      • The review is biased, or

      • The review is irrelevant to the author’s experience on Spbnb.

    Moderating for bias

    Our community benefits most when reviews present an unbiased picture of the member’s

    experience. Spbnb 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 Spbnb 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 Spbnb 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 Spbnb 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 Spbnb 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 Spbnb account.

    Competitor reviews

    Reviews written by competitors - for example competing businesses, listings - for the purpose of dissuading others from booking those listings or driving business to other listings, is not allowed. Violations may result in the restriction, suspension or termination of your Spbnb 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:

    1. Does the review recount the reviewer's experience and provide their personal perspective?

    2. Is the review helpful to other members of the Spbnb community? Does it provide essential information about a host or guest or listing that would help others make more informed booking decisions?

    If Spbnb determines that the review contains no relevant information about a host or guest or listing, 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

    Spbnb 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 Spbnb 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.


    How long do I have to write a review after a trip has ended?

    You have 14 days after checkout to write a review for a trip.

    To see which reservations are past the 14-day review period:

    1. Go to Edit Profile on Spbnb.com

    2. Click Reviews

    3. Select Reviews By You

    4. Scroll to the Expired Reviews section

    Because the review system is automated, we’re unable to make any exceptions. If you'd still like to thank your host or give helpful feedback, you can send them a note using your Spbnb message thread.


    Can I leave a review for my host if they canceled my reservation?

    If the host cancels a stay before the day of check-in, you won’t have the option to leave a review.

    Instead, an automatic review will be added to their listing’s profile to indicate that they canceled the reservation. These reviews are one of the penalties for host cancellations and can’t be removed.

    If the host cancels a stay on or after the day of check-in (12:00 AM in the listing’s timezone), you will have the option to leave a review. If you choose to leave a review, be sure to follow our Review Policy and only rate and comment on relevant experiences which you can personally speak to. For example, you may have valuable feedback about poor communication, an issue at check-in, or difficulty getting to a listing. However, if you didn’t complete check-in, you may not have relevant feedback about the location, amenities, or value.


    How do star ratings work for stays?

    In addition to written reviews, guests can submit an overall star rating and a set of category star ratings for their stay.

    Hosts can view their star ratings on their Performance page, under Reviews. Hosts using professional hosting tools can find reviews and quality details on their Performance page, under Quality.

    Guests can give ratings on:

      • Overall experience. Overall, how was the stay?

      • Cleanliness. Did guests feel that the space was clean and tidy?

      • Accuracy. How accurately did the listing page represent the space? For example, guests should be able to find up-to-date info and photos in the listing description.

      • Value. Did the guest feel that the listing provided good value for the price?

      • Communication. How well did you communicate before and during the stay? Guests often care that their host responds quickly, reliably, and frequently to their messages and questions.

      • Check-in. How smoothly did check-in go?

      • Location. How did guests feel about the neighborhood? This may mean that there's an accurate description for proximity and access to transportation, shopping centers, city center, etc., and a description that includes special considerations, like noise, and family safety.

      • Amenities. How did guests feel about the amenities that were available during their stay? Guests often care that all the amenities listed are available, working, and in good condition.

    In each category, hosts are able to see how often they get 5 stars, how guests rated nearby hosts, and, in some cases, tips to help improve the listing.

    The number of stars displayed at the top of a listing page is an aggregate of the primary scores guests have given for that listing. At the bottom of a listing page there's an aggregate for each category rating. A host needs to receive star ratings from at least 3 guests before their aggregate score appears.

    As a host, contact us to learn how to get 5-star stays.


    Why aren’t my reviews shown in order?

    When someone browses your listing, reviews are ordered based on several factors that are relevant or helpful for guests, including things like:

      • How recent the review is

      • The language of the review

      • The country where the reviewer lives

      • The length of the review

    For example, if a French traveler browses your listing, recent reviews written in French or by French guests will be shown first. This helps guests read reviews that are relevant to them so they can decide if your listing is a good fit.

    However, even though a newer review might not show at the top of your listing page, all the reviews are still available for potential guests.


    Why did I get a review that says I canceled?

    If you cancel a reservation as a host, an automated review will be posted to your profile. These reviews are one of the host cancellation penalties and can't be removed.


    How do ratings and reviews work for co-hosts?

    When guests leave a review after their trip, it will show up on the listing page as well as the profile page for the listing admin.

    If a co-host is listed as the primary host of a reservation, that’s who guests will communicate with and whose profile picture will be shown during the review process. However, any guest reviews and ratings will be left for the listing admin.

    To learn more, read about the differences between listing admins, primary hosts, and co-hosts.

    How do I report a message or block someone on Spbnb?

    To report a message from someone or block any future communication from them:

    Go to Messages on Spbnb.com and click the conversation with the person you want to block

    1. Click Report under their profile photo

    2. Select the reason you’re reporting this person, then if you also want to block future messages from them, click Next > Yes, block now

    If you block someone, they won’t be able to send you messages, send you a reservation request, or accept a reservation request from you.


    What is Spbnb doing to help hosts make their homes safer for guests?

    Smoke and carbon monoxide (CO) detectors save lives. That’s why we’re on a mission to get as many detectors into as many homes as possible. We encourage hosts to install smoke and carbon monoxide detectors in their space, test them regularly, and make sure their listing description is up to date.

    Eligible hosts with an active listing can get a self-contained, battery powered, combination smoke and carbon monoxide detector at no cost through our Home Safety page (Home Safety Terms and Conditions apply). Please check your local laws for applicable requirements for where to put detector(s) in your space.

    While we encourage hosts to install smoke and carbon monoxide detectors in their space, at this time, we don't require confirmation that they've been installed.

    Information about whether or not a home has the safety measures guests expect, including smoke and carbon monoxide detectors, appears on the listing page.

    Hosts can add or update these details in the Amenities section of their listing, found under Home Safety.

    For more information, visit our Home Safety page.

    How does Spbnb help build trust between hosts and guests?

    We strive to provide our hosts and guests with the right tools to make informed decisions regarding who they interact with on the site and in the real world.

    Spbnb offers a number of features that help build trust and cultivate a transparent community marketplace, including our secure messaging system, reviews, the Host Guarantee, and more.

    At Spbnb, we want to build the world's most trusted community. To help ensure our member's safety, we dedicate a knowledgeable and experienced team to monitor any suspicious activity in our marketplace.

    If you encounter an emergency situation, or if your personal safety is threatened by a host, contact local police or emergency services immediately.

    You can help our efforts by reporting suspicious or inappropriate activity on a person’s profile, listing, or messages.

    To report something, click the flag icon on:

      • Profiles: You'll see a flag at the top of each profile

      • Listings: You'll see a flag on any listing

      • Messages: You'll see a flag in messages

    Read more about our tools used to help verify user information, and review our safety tips for hosts and guests.

    I’m a guest. What do I do if I feel unsafe during a trip?

    If you encounter an emergency situation, or if your personal safety is threatened while traveling, contact local police or emergency services immediately.

    If you need help from Spbnb with a safety concern contact our Trust and Safety team. Before the start of your trip, be sure to read our safety tips to help you travel with confidence.

    What should I do if I'm concerned about the location of a place I'm staying?

    If you’re concerned about the location of your reservation, contact your host to learn more about the neighborhood.

    It's also a good idea to read everything the host has posted about their listing in the description, the amenities, and the house rules so there won’t be any surprises. Make sure you understand the host's cancellation policy before submitting a reservation request, too.

    If current events or political strife create an unsafe situation, you can cancel your reservation and apply for a full refund due to extenuating circumstances.

  9. What are some general first aid tips?

  10. Spbnb has partnered with the American Red Cross and the International Federation of the Red Cross R ed Crescent to provide our community with general safety resources. These resources, applicable in 191 countries, were developed by the Red Cross Red Crescent’s Global Disaster Preparedness

    C enter, which is an international reference center created to build a global community for disaster preparedness innovation and learning.

    In an emergency situation, contact local police or emergency services immediately.

    Everybody wants to be safe, however unexpected accidents may occur and we want you to be prepared. This article offers some basic first aid tips prepared by the Red Cross that can help increase safety awareness. These tips are a great start, but we also strongly recommend that you sign up for a first aid and CPR training course near you.


    Prepare a first aid kit

    We recommend that hosts and guests have first aid kits. As a host, make sure your guest knows where your kit is. Guests should ask their host if they have a kit and where it’s located.

    Below is a list of recommended supplies to have on hand in case of emergency. These supplies may also be found in a Red Cross-approved first aid kit at your local pharmacy or medical clinic.

      • 2 pairs of latex-free gloves

      • Latex-free adhesive bandages with different sizes

      • Sterile gauze pads with different sizes

      • One roll adhesive cloth tape

      • Roller bandages with different sizes

      • One elastic bandage

      • 3 or 4 triangular bandages

      • One 36" malleable radiolucent splint

      • One unit of antibiotic ointment, cream, or wound gel

      • 4 sealable plastic bags

      • 5 antiseptic wipe packets

      • 2 packets of chewable aspirin

      • One space blanket

      • One CPR breathing barrier (with a one-way valve)

      • One pair of utility shears or scissors

      • Oral thermometer

      • Tweezers

    It’s important that you know how to use your kit and the supplies in it. In an emergency, it can be difficult to remember every step. Check out the First Aid app offered by the Red Cross and Red Crescent Network in each country.


    How to react in an emergency

    In the event of an emergency, your actions can make a difference. Whether or not you have received basic training, it’s important to not put somebody’s life or yours at risk. Let emergency medical professionals take care of the emergency. However, quick action could save the life of a person if you activate the Check Call Care process:

      • Check the scene and the person: Recognize if an emergency exists and check on the surroundings and if the person is in real risk or distress

      • Call: If the emergency seems critical, do not hesitate to call the designated emergency number in your country

      • Care: Stay with the person, monitoring their vital signals and providing information to the medical team


    How to provide first aid

    Once called, emergency medical professionals might take some time to arrive, particularly if there is a lot of traffic or if you’re in a remote location. Below are some first steps to care for someone in specific types of emergencies before help arrives. The steps below assume that it's already been determined that help is needed and an emergency number has been called.

    Allergic reaction or allergy attack

    Pollen, stings and bites, latex, some food items such as nuts, shellfish, eggs, or dairy products, and certain medications could cause a severe allergic reaction (anaphylaxis). Follow these general recommendations from the American Red Cross on how to provide first aid for someone having an allergic reaction or allergy attack.


    What to have on hand to help as a host


    What to bring with you as a guest

      • First aid kit

      • Epinephrine auto-injector (if prescribed)

      • First aid app for your country


    How to take immediate action

    Identify symptoms

    Notice if the person develops a rash, itchiness, or swelling on their face, hands, or feet. Their breathing may also slow down–this is caused by the swelling of their airway. Vomiting and diarrhea can also occur.

    Call local emergency services

    Call the local emergency number if the person shows symptoms. People suffering from an allergy attack require urgent medical assistance.

    Use an epinephrine auto-injector

    If the person has a known allergy, they may have been prescribed an auto-injector. You can help them to use it–follow the guidance on the packaging if necessary. The person should use their own auto-injector. Don’t use auto-injectors from others or that were prescribed for different allergic reactions.

    Help the person stay comfortable

    Give the person constant reassurance while waiting for emergency services. Make them as comfortable as possible.

    Inform emergency services what action was taken

    Let the emergency services professional know the details of the situation and if an auto-injector was used.


    Seizure

      • Protect them from injury

      • Do not restrain them

      • After the seizure, move them onto their side

      • Tilt their head back and check for breathing


    Diabetic emergencies

      • Give them a sweet, sugary drink or food

      • Reassure them—most people will gradually improve


    Stroke

      • Identify if there's weakness on one side

      • Check if the person can raise both arms

      • Confirm if the person can easily talk and you can understand


    Choking


      • Check for breathing by tilting their head backward

      • Clear the airway if it's blocked

      • Give 5 back blows between the shoulder blades to dislodge the object

      • Give 5 abdominal thrusts

      • Continue to monitor the person until help arrives


    Poisoning

      • Establish what they have taken, when, and how much

      • Do not make them vomit or give them anything to drink


    Heart attack

      • Help the person sit down

      • Give them aspirin (not ibuprofen or acetaminophen)

      • Give constant reassurance


    External bleeding

      • Put pressure on the wound

      • Keep pressure on the wound until help arrives


    Fractures, dislocations, sprains, and strains

      • Support the injury to prevent movement

      • Make sure it's supported until help arrives


    Neck, head, and spinal injuries

      • Tell the emergency services if the person is drowsy, confused, or vomiting, or if the injury occurred from a fall two times their height or greater

      • Ask them to rest and hold still

      • Apply a cold compress to the injury 20 minutes on, 10 minutes off In some cases, an emergency may not seem serious initially:

    Burns

      • Cool the burn under cool running water for at least 10 minutes

      • Cover the burn with plastic wrap or a clean plastic bag

      • If a child is burned or if the burn is serious, call the designated emergency number


    Asthma

      • Help the person sit in a comfortable position and take their medication if they have it

      • Reassure them

      • If the attack becomes severe or does not improve with medication, call the designated emergency number


    Heat-related

      • Move the person to a cool place

      • Rehydrate the person with sports water (carbohydrate electrolytes), coconut water, milk, or plain water only when the other options are not available

      • Loosen or remove as much clothing as possible

      • Apply cool wet cloths

      • Fan and mist the person

      • If the person is not responsive, call the designated emergency number


    Cold-related

      • Check for signs of hypothermia (reduced body temperature)

      • Warm the person with water no more than 100 degrees Fahrenheit/37 Celsius degrees

      • Cover the person or the area with a blanket or jacket without putting pressure

      • Provide warm liquids without alcohol or caffeine

      • If the person doesn’t respond, call the designated emergency number


    Additional guidance

    Emergency planning

    We recommend that all guests and hosts prepare an emergency plan in case of a natural disaster or any other kind of emergency that could occur.

    Spbnb provided trip protections

    All stays include 24/7 community support. We also maintain $1,000,000 USD of liability insurance under our Protection Insurance program, in order to provide hosts and guests with peace of mind (certain exclusions apply).

    Partner disclaimers

    Courtesy of the American Red Cross. ©2019 The American National Red Cross ALL RIGHTS RESERVED.

    The American Red Cross and International Federation of the Red Cross Red Crescent name and

    emblem are used with its permission, which in no way constitutes an endorsement, express or implied, of any product, service, company, opinion or political position. The American Red Cross logo is a registered trademark owned by The American National Red Cross. For more information about the American Red Cross, please visit redcross.org


    What safety resources should I be aware of while hosting or traveling in the US?

    Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.

    Whether you're hosting or traveling, being well-informed before a reservation is important. Here are some safety resources to support you along the way.


    Emergency contact information

      • Emergency - Medical/Fire/Police: 911

      • National Domestic Violence Hotline: 1-800-799-SAFE (7233)

      • National Sexual Assault Hotline: 1-800-656-HOPE (4673)

      • National Substance Abuse and Mental Health [SAMHSA]: 1-800-662-HELP (4357)

      • National Human Trafficking Hotline: 1-888-373-7888

      • U S DEA: Drug Trafficking


    Suicide and self-harm


    Travel and documentation


    Health and disease


    Special planning considerations

    What are the health and safety guidelines for hosts and guests on Spbnb?

    During the COVID-19 pandemic, it’s important to keep health and safety in mind. We’ve created the following guidelines for hosts and guests of Spbnb listings, based on guidance from the US Centers for Disease Control. You should also continue to monitor government travel advisories and follow all national and local guidelines.

    Spbnb has introduced guidelines and programs to help address health and safety concerns but these measures cannot eliminate all risk. Especially if you are in a higher risk category (ex: people above the age of 65 or people with pre-existing medical conditions such as diabetes or heart disease), we recommend obtaining professional guidance and taking extra precautions when you are making the decision to book a stay on Spbnb.

    During these unprecedented times, let’s do our best to support one another and promote the well-being of our community. All hosts and guests are expected to follow these guidelines. If you're a guest, you will not be eligible for a refund if your host cancels your reservation because you did not comply with these guidelines. Similarly, if you're a host, you will not be eligible for a payout if a guest cancels their stay because you did not comply with the health and safety guidelines. Any host or guest who repeatedly violates these guidelines may face other consequences, including account suspension or removal from the community.


    Don’t travel or host if you’ve recently been exposed to or have symptoms of COVID-19

    To protect the health and safety of our community, it is Spbnb’s policy that hosts (and all people who may be present at the listing before or during a stay) should not enter their listing(s) or interact with their guests, and guests should not check into a listing if any of the following are true:

      • You are actively infected or have tested positive with COVID-19 in the past 30 days

      • You suspect you are sick or have been exposed and are awaiting test results to confirm or deny a diagnosis of COVID-19

      • You are showing symptoms or are concerned about possible infection of COVID-19

      • You’ve had close, sustained contact with an individual confirmed or suspected to be infected with COVID-19, within the last 14 days*

    For more detail about what to do in the event of illness or exposure to COVID-19, review the following documents:

      • Extenuating circumstances policy for specific details about reservation changes and cancellations related to the coronavirus

    Follow social-distancing guidelines

    Alert: As of August 20, 2020, Spbnb has announced a global ban on all parties and events at Spbnb listings, including a cap on occupancy at 16. This party ban applies to all future bookings on Spbnb and it will remain in effect indefinitely, until further notice. Read our Party and Events Policy for more info.

    When you are in a common area or shared space (as a host or guest) maintain distance from anyone who's not part of your reservation at all times, as recommended by the relevant regulatory authorities (ex: 6 feet according to the US CDC). Hosts should avoid physical contact with guests and provide a no contact check-in whenever possible.

    Remember, if you feel uncomfortable staying in a private room or shared space, consider booking an entire place instead. If you’re uncomfortable hosting a private room or shared space, you can list your entire place, or pause your hosting if that’s not possible.

    Wear a mask

    If hosts and guests must interact or if there is a shared common area accessible to individuals outside of your reservation, wear a protective face covering at all times as recommended by regulatory agencies or authorities such as the US CDC or the European CDC.

    Wash your hands regularly

    Be sure to wash your hands often, especially if you’re in contact with people outside your reservation and are touching surfaces and utensils in a shared space or a common area.

      • Wash your hands properly with soap and water for at least 20 seconds

      • If soap and water are not readily available, use a hand sanitizer that contains at least 60% alcohol; cover your hands and rub them together until they feel dry

    Guidelines for all hosts

    In addition, we recommend that all hosts do the following:

      • Commit to following Spbnb’s enhanced cleaning protocol, which provides expert-backed guidance on how to clean and sanitize your space

      • Follow local guidelines around the total number of people allowed to gather in the listing

    Additional guidelines for hosts of private rooms and shared spaces

    Hosts of private room or shared space listings should also:

      • Cap the guest count to allow for social distancing in all common areas

      • Limit the spaces that guests can access, to avoid unnecessary exposure for you and your guests

      • Ventilate common areas during the stay, when safe and secure to do so, as specified in the cleaning protocol

      • Clean and sanitize common areas (such as bathrooms and kitchens) as frequently as possible

    Some governments may place restrictions on hosting private or shared rooms or may impose additional obligations or requirements on those spaces. Please make sure to review and follow any additional safety and cleaning guidance from government and/or health authorities in your local jurisdiction.

    What to do if you test positive for COVID-19 during or after your stay

    If you recently tested positive for COVID-19 or have started to feel any COVID-19 symptoms, and have recently stayed in a listing or interacted with guests as a host, contact us. You should also inform relevant local authorities as well as your doctor.


    What are some safety tips for guests of places to stay?

    Here are some tips to help you travel with confidence.


    Search and book with confidence

    Get exactly what you’re looking for by taking advantage of our many search filters, like price, home

    type, and amenities. Found a listing you like? Be sure to read the host’s profile and listing description thoroughly—paying special attention to the amenities, house rules, and the cancellation policy.


    Read the ratings and reviews

    Look through feedback from past guests to help find the right fit for you. You’ll find ratings on several quality dimensions, like cleanliness and accuracy, and detailed reviews with authentic

    feedback. Guests can only leave a review after they’ve stayed with that specific host, so you know the feedback you’re reading is based on someone having stayed there.

    Review the safety features

    When you book a place on Spbnb, you should review information about whether or not the host has reported smoke and carbon monoxide detectors on the property. You’ll find these details on the listing page under Amenities.

    Carbon monoxide detectors aren’t common in many parts of the world, so we suggest purchasing one to bring with you when you travel, especially if the place you’re staying in doesn’t list one. Here’s one example of a portable carbon monoxide detector.

    Get your questions answered

    Our secure messaging tool is a safe and easy way for you to ask a potential host any questions you have before you book. After booking, you can also message your host to coordinate check-in, ask additional questions, and keep in touch throughout your trip.

    Always communicate and pay on Spbnb

    Keep yourself, your payment, and your personal information protected by staying on our secure

    platform throughout the entire process—from communication, to booking and payment. You should never be asked to wire money, provide credit card information, or otherwise pay a host directly. If you are, please report it to us immediately.

    Do a safety check

    Once you’ve arrived, make sure you know where all relevant emergency equipment and safety information is located. If you’re not sure where something like the first aid kit or fire extinguisher is, don’t hesitate to ask your host. It’s always better to be prepared.

    Research local travel alerts and warnings

    Whether you’re traveling with Spbnb or not, it’s always a good idea to research your destination ahead of time, and check with your local embassy in case there are any travel warnings or special

    requirements. For example, travelers from the United States should check with the S tate Department for Visa information and travel warnings.

    Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.

    What should I know about fire and carbon monoxide safety when I travel?

    Safety and security are must-haves in any home. We encourage hosts to install smoke and carbon monoxide (CO) detectors in their space, but it’s also important for guests to stay aware and take safety precautions whenever—and however—they travel.

    When you book a place on Spbnb, you should review information about whether or not the host has reported smoke and carbon monoxide detectors on the property. You’ll find these details on the listing page under Amenities.

    Carbon monoxide detectors aren’t common in many parts of the world, so we suggest purchasing one to bring with you when you travel, especially if the place you’re staying in doesn’t list one. Here’s o ne example of a portable carbon monoxide detector.


    Safety information from the American Red Cross

    Carbon monoxide (CO) is an invisible, odorless, colorless gas created when fuels (such as gasoline, wood, coal, natural gas, propane, oil, and methane) burn incompletely. It can be produced by fuel-burning appliances in the home, including furnaces, ranges, water heaters, and room heaters—and high levels of carbon monoxide can be fatal. What you can do:

      • Never use a generator, grill, camp stove, or other gasoline, propane, natural gas, or charcoal-burning devices inside a home, garage, basement, crawlspace, or any partially enclosed area.

      • Keep these devices outdoors, away from doors, windows, and vents that could allow carbon monoxide to come indoors.

      • Opening doors and windows or using fans will not prevent carbon monoxide buildup in the home. Although carbon monoxide can't be seen or smelled, it can rapidly lead to full incapacitation and death. Even if you cannot smell exhaust fumes, you may still be exposed to carbon monoxide. If you start to feel sick, dizzy, or weak while using a generator, get to fresh air right away—do not delay.

      • Carbon monoxide alarms* should be installed in central locations on every level of your home and outside sleeping areas to provide early warning of accumulating carbon monoxide.

      • Batteries should be tested frequently and replaced when needed.

      • If a carbon monoxide alarm sounds, move quickly to a fresh air location outdoors or by an open window or exterior door. You should never ignore the carbon monoxide alarm; the gas is deadly and you need to get to fresh air. Call local emergency services for help from the fresh air location and remain there until emergency personnel arrive to assist you.

    Visit www.redcross.org/homefires for more information.

    • In order to communicate with a global audience, Spbnb often uses the terms “alarm” and “detector” interchangeably.

    The American Red Cross name, emblem and copyrighted materials are being used with its permission, which in no way constitutes an endorsement, express or implied, of any product, service, company, opinion or political position. The American Red Cross logo is a registered trademark owned by The American National Red Cross. For more information about the American Red Cross, please visit

    redcross.org.


    I’m traveling with children. What are some safety tips I should consider?

    To ensure a listing has what you’ll need for kids, you can always message the host directly with questions before you book.

    S afe Kids Worldwide, a global organization dedicated to preventing child injuries, provides an array of resources on child safety on its website.

    This includes a series of simple tips on how to make a home safer for children. Below is a full list of the various home risks Safe Kids Worldwide identifies:


    The safety of our hosts, guests, and any accompanying children is our highest priority. Whether you’re a seasoned traveler or a first time guest, our safety tips will help you along the way.

    What are some safety tips for hosts of places to stay?

    Being a host of a place to stay comes with certain responsibilities. Here are some resources to help support you along the way.


    Interact smartly

    Always pay and communicate on Spbnb. Use Spbnb’s messaging system to get to know your guests and share expectations about the trip or your space.

    Read profiles and reviews of your potential guests, and look for verified phone numbers, connected social networks, and references. If potential guests don’t have any profile verifications, you can ask them to complete some.

    Trust your intuition: If you don’t feel right about a reservation, don’t accept it.

    Fill out your House Rules and House Manual

    Completing your House Rules and House Manual helps guests know what to expect. Include anything you’d like people to know before they book—for example, whether (or where) smoking is allowed, whether certain areas are off-limits, your wifi password, or if guests should take off their shoes before coming inside.

    Make sure you're insured

    Spbnb's Host Protection Insurance program provides primary liability coverage for up to $1,000,000 USD per occurrence in the event of a third-party claim of bodily injury or property damage related to an Spbnb stay.

    You may also want to talk to your insurance provider about adding an extra layer of protection with your own renter’s or homeowner’s insurance.

    Set requirements for your listing

    You can require guests to complete certain verifications before they book, such as Verified ID.

    Adding a security deposit to your listing can also help protect you in the event of an accident, like spilled wine on a rug.

    Read Spbnb’s Responsible Hosting information

    We encourage hosts to think carefully about their responsibilities. Hosting offers rich experiences, but it comes with a certain level of commitment. We’ve compiled responsible hosting articles that can help you start learning what it takes to be a host in your region.

    Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.


    What is Spbnb’s Enhanced Cleaning protocol?

    Spbnb’s enhanced cleaning protocol is a detailed guide for cleaning: Prepare, Clean, Sanitize, Check, Reset. We partnered with experts in health and hospitality to develop an enhanced cleaning protocol to help support our community as travel evolves.

    Hosts with eligible listings who commit to these steps will get a special highlight on their listing page. You can read more about the cleaning routine in our Resource Center.

    Committing to the cleaning protocol

    Currently, the option to commit to the cleaning protocol is not available to all listings in all locations, but more hosts will have this option available over time. If you’ve been notified that your listing is eligible, you can commit to the cleaning protocol.

    Getting a highlight on your listing

    After a host commits to the cleaning protocol, eligible listings will get a highlight to let guests know. It can take up to a week for the highlight to appear. If it's been more than a week after committing to the cleaning protocol and the highlight hasn't appeared, the listing may need additional reviews to qualify. If the average cleanliness rating is less than 4 stars, the highlight will appear when there’s improvement.

    If a host opts out of the protocol

    If a host commits to the cleaning protocol but later opts out, we’ll notify any upcoming guests that booked their stay while the listing was part of the program. We encourage guests to reach out to the host first, but if a guest chooses to cancel their stay because the listing is no longer in the program, they'll be eligible for a refund under our Guest Refund Policy.

    I'm a host. Should I have a smoke and carbon monoxide (CO) detector installed?

    Smoke and carbon monoxide (CO) detectors save lives. That’s why we’re on a mission to get as many detectors into as many homes as possible. We encourage hosts to install smoke and carbon monoxide detectors in their space, test them regularly, and make sure their listing description is up to date.

    Eligible hosts with an active listing can get a self-contained, battery powered, combination smoke and carbon monoxide detector at no cost through our Home Safety page (Home Safety Terms and Conditions apply).

    While we encourage hosts to install smoke and carbon monoxide detectors in their space, at this time, we don't require confirmation that they've been installed. Be sure to check your local regulations, which may require that you have more than one working smoke and carbon monoxide detector installed in your listing—for example, some cities require one in every room.

    Information about whether or not a home has the safety measures guests expect, including smoke and carbon monoxide detectors, appears on the listing page and during the checkout process.

    You can add or update these details in the Amenities section of your listing, found under Home Safety.


    My neighbor is an Spbnb host. What do I need to know?

    We consider neighbors a part of the Spbnb community. Here's some information about our service, and a way for you to share any concerns with us.

    Spbnb takes trust seriously

    We're committed to helping our community build and maintain trust. That's why we've provided tools to help our community make the right decisions when it comes to hosting or traveling. Read more about our Trust and Safety initiatives.

    Spbnb encourages responsibility

    We encourage hosts to think carefully about their responsibilities. We understand that hosting comes with a commitment to neighbors and to the community. Read more about our take on responsible hosting.

    Neighbors can report concerns directly to Spbnb

    We know that issues can arise. If your neighbor is an Spbnb host and you want to report a disturbance—whether that’s excessive noise, a disruptive party, or unsafe behavior—visit Spbnb's Neighborhood Support page, which provides a link to local emergency services and our Neighborhood Support team phone number. Once an issue is reported, we’ll send you a confirmation email explaining what happens next. If you have more general questions about how Spbnb works, browse our Help Center.


    What does Spbnb do to support accessibility?

    To make it easier for people with disabilities and other accessibility needs travel on Spbnb, we've taken action to make our website and app more accessible, and created ways for hosts and guests to showcase and search for accessible spaces.

    Spaces with accessibility features

    Hosts can highlight features of their home that make it more accessible for guests who use wheelchairs, canes, or other mobility aids. If a home already has things like a well-lit entrance or wide hallways, hosts can add these as features to their listing. Additionally, Spbnb requires hosts to show photos of any accessibility features mentioned, so that guests will have a clearer idea of what might fit their needs.

    Guests can easily search for places that will be a good fit by using accessibility features. For example, guests can filter search results so they only see homes with an elevator or an entrance without steps.

    We ask hosts and guests to work together to figure out if a space will work. We expect our hosts to be open to discussing accessibility details with guests, and sometimes make small adjustments to help a guest safely and comfortably move through a home.

    Additionally, in the United States, the Americans with Disabilities Act and state disability access laws may apply to some hosts with five or more listings. We encourage hosts to visit ada.gov and contact an expert who can advise you about your listings. The ADA National Network and its regional ADA centers may also be able to help hosts with questions.

    Assistance animals

    We recognize that assistance animals are not pets, and that they serve a critical function for their owners. If an assistance animal is housebroken and under control, a host is required to accept it (even if the host doesn't allow pets), except for limited health and safety reasons.

    Nondiscrimination Policy

    Our community is built on the principles of inclusion and respect, and we don't support discrimination of any kind on Spbnb. See our Nondiscrimination Policy for specifics.

    We understand that not all homes will meet a guest's needs, but hosts can't turn a guest down just because the guest has a disability. To report discrimination of any kind on Spbnb, report your issue to us.

    Contact us

    We're continuing to work on making Spbnb more accessible, and are here to help. To get help using Spbnb, or to report a home that was incorrectly described as accessible, contact us to get in touch with a member of our team.


    How can I make my space more accessible for guests with disabilities?

    Your home may be more accessible than you think. Start by reviewing our list of accessibility features that you can add to your listing. Take some time to explore your space and identify the features that you already have, such as a well-lit path to your entrance, lack of steps, or a wide hallway. Adding these to your listing with photos helps guests with disabilities and other accessibility needs decide if your home is a good fit for them.

    Before making a reservation, a guest may ask you to do a few things to make your space more accessible for them. Just as you might accommodate a late check-in time or help a guest arrange transportation to the airport, you are expected to accommodate reasonable requests to make your space safe and comfortable for guests with disabilities and other accessibility needs.

    Most requests can be taken care of in less than 10 minutes, and can be added to your regular routine for welcoming guests

    Here are some examples of reasonable requests:

    1. Placing household items in an agreed upon spot prior to a guest’s arrival (ex: towels, dishes)

    2. Repositioning lightweight furniture (ex: sliding a chair or table over to create a wider path, moving objects to create clearance to an outlet)

    Know your own abilities and share them too. If you're unable to make certain changes, such as moving heavy furniture, communicate that to the guest. We understand that hosts can have their own physical limitations that may prevent them from safely making some changes.

    Use your best judgment when deciding if a request is reasonable, but remember that you can’t decline a reservation simply because the guest has a disability. This is a violation of Spbnb’s Nondiscrimination Policy, which supports our commitment to finding safe and accessible spaces around the world for our guests.


    Things to consider when talking about accessibility with guests

    Each accessibility need is unique, so it’s important to communicate with guests about their needs. First, take accurate measurements to help guests determine whether or not your home will work for them.

    If someone contacts you with accessibility-related questions

    • Accurately describe obstacles to help manage a guest’s expectations.

    • Let your guest know if you need more information—guests know what they’re able to manage and are often willing to share more details about their needs.

    • Commit to making reasonable changes, such as placing items lower.

    • Communicate when and why you’re unable to make changes. For example, a bed that’s too heavy to move.

    • Before accepting the reservation, confirm that your guest has the information they need to determine if they can safely navigate your listing.

    How to learn more about a guest’s needs

    Keep in mind that this is a collaboration, and you may be able to make your home accessible for your guest if you’re both willing to get a little creative.

    Sometimes you know it will work after asking some questions. Here are some examples of what these conversations may look like:

    Guest: The bathroom doorway isn’t marked as being 32 inches wide. Do you have another bathroom?

    Host: No, but would you like me to measure the doorway to see if it will still work for you?

    Guest: Yes, I would! My chair is 28 inches wide so I need enough space to fit through and roll in far enough to close the door behind me.

    Host: I measured the doorway and it’s 30 inches, so you’ll have an inch of clearance on each side. I don’t think you’ll be able to close the door behind you, but since it's in the bedroom you can close

    that door for privacy. Will that be OK?

    Guest: Yes, that will work. Thanks!

    Sometimes you can collaborate to see how you can make it work:

    Guest: Where do you keep your dishes?

    Host: In the top cabinet next to the refrigerator. Should I leave them somewhere else?

    Guest: Thanks, can you please put a set for two on the kitchen table? Sometimes you realize it just won’t work:

    Guest: I saw that there’s a bookshelf in your hallway. Would you be able to move it so I can get through?

    Host: The bookshelves are built into the wall, so I can’t move them. Should I measure the distance between them and the opposite wall to see if you will be able to get by them?

    Guest: Thanks for the offer, but I can tell from the picture that I won’t be able to get through the hallway if they’re there. I’ll find a different place to stay.

    COVID-19 travel advisories and information

    Updated October 1, 2020

    Who can host on Spbnb?

    Behind every stay is a host, a real person who can give you the details you need to check in and feel at home. They can interact with guests in different ways, depending on the type of place they booked.

    Almost anyone can be a host. It's free to sign up and list stays. Whether they’re hosting a place to stay or a local activity, all hosts are expected to meet our quality standards every time.

    Hosts of places to stay

    We ask that all hosts who offer places to stay meet 4 basic requirements for overall rating, response rate, cancellations, and acceptance of reservations, and we also ask hosts to comply with our Terms of Service and other policies. When booking a place to stay on Spbnb, guests can read the host’s profile page or reviews from past reservations to learn what to expect from their host—like what languages they speak, their response rate, and whether they’ll be onsite during the stay.

    Hosts can list a wide variety of places to stay, such as entire houses, rooms in bed and breakfasts or hotels, entire homes for families, or other unique places. Hosts who are on-site sometimes like to

    greet guests in person when they arrive. Other hosts will give guests all the details they need to check themselves in. Guests can always contact their host if they have any questions before or during their stay.

    Sometimes hosts partner up to co-host a place to stay, and other times professional hosts work together to manage a group of listings.

    You can create a listing in the Host section of your profile. After you publish your listing, it may take up to 72 hours for it to appear in search results.

    How do I contact Spbnb?

    Most hosts and guests are able to quickly resolve issues on their own. Here are the fastest ways to get the help you need before, during, or after a trip:

    Get answers in the Help Center

    In the Help Center, you’ll find immediate answers to questions about popular topics including refunds, reviews, payments, cancellations, and security deposits.

    Contact your host or guest

    Resolve an issue with your listing or reservation by communicating with each other directly. This is often the quickest and easiest way to find a solution. Send a message to your guest or host, or try calling them. Open the Spbnb app, go to Trips and choose your trip. Then, tap Your home reservation—you’ll find the option to Call host there. If you’re already on your trip, you may need to click your check-in date.

    Contact Spbnb

    If you still need help, go to our contact page to get help by phone, email, or chat.

    What is Spbnb and how does it work?

    A community built on sharing

    Spbnb began in 2020 when two American travelers and businessmen saw during the Covid-19 Global Pandemic how horribly hosting platforms had treated their hosts: the individuals who made these companies successful. To date, millions of hosts and travelers continue to choose to create accounts on these various platforms so they can list their space and book unique accommodations anywhere in the world. After living, working, and traveling throughout Russia, they decided to create a platform that would be: 1) the most cost effective solution for hosts on the marketplace to date, 2) a Russia centric platform that caters to the specific needs of the Russian community.

    Trusted services

    Spbnb helps make sharing easy, enjoyable, and safe. We verify personal profiles and listings, maintain a smart messaging system so hosts and guests can communicate with certainty, and manage a trusted platform to collect and transfer payments.

    Your safety is our number one concern. Learn more in our Trust and Safety Center.

    24/7 support

    We've answered the most common questions about Spbnb in our Help Center. Learn more about finding a place to stay, paying for your reservation or what it means to host a place to stay.

    And our global community support team is standing by 24/7 in many different languages to help make things right with rebooking assistance, refunds, reimbursements, our $1 million dollar Host Guarantee, and insurance programs for homes. Reach out to us with any questions.

    How do I read and send messages?

    Messaging on Spbnb starts when a guest makes an inquiry or reservation request. Afterward, all messages related to that inquiry or reservation request will appear in your inbox.

    You must be logged in to your Spbnb account to read or send messages, and you can only send 30 messages within any 24-hour period.

    To read or send a message

    1. Go to your Messages

    2. Select Traveling or Hosting

    3. Click on a message thread to read existing messages or send a new one

    To remove a message from your inbox

    1. Go to your Messages

    2. Click Traveling or Hosting

    3. Hover over the message thread you'd like to remove and select Archive.

    To read a message you archived, click the dropdown menu above your messages and select Archived.

    More details

    If a message makes you feel uncomfortable or someone tries to get you to pay outside Spbnb, click the flag icon next to the message to let us know.

    When you click on a message, you can read the conversation and also find the following info (either on the page if you're on a desktop computer, or by tapping the Details link at the top of the messages if you're using the Spbnb app):

    • Host or guest profiles including number of reviews, verifications, and description

    • Reservation and payment details such as date of inquiry, number of guests, and price breakdown

    • Events such as reservation confirmations, pre-approvals, and special offers that are notated in the timeline of the conversations

    • Any actions that are needed from you including booking inquiries or reservation requests (you’ll find a prompt at the top of the page, above the conversation)

    Hosts will also find info about how much the guest is paying and what they will earn, along with a snapshot of their calendar.

    Why was text removed from my Spbnb message thread?

    We remove text from messages when our system detects words or numbers that might include contact information. Communicating or paying outside Spbnb can put you at risk, so we do this to help protect you from potential online fraud.

    We ask that you communicate only through the Spbnb message thread until you have a confirmed Spbnb reservation. After a reservation is accepted, the phone number, listing address, and an anonymized version of your email address are automatically shared.

    By communicating and booking directly through Spbnb, you’ll have access to our secure payments platform, 24/7 customer support, the Host Guarantee, and the Host Protection Insurance program.

    What are Spbnb'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 Spbnb community. These standards are intended to gather together our existing policies into a single framework that will help members of the Spbnb 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.

    Spbnb's Content Policy

    By posting content on Spbnb, 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 Spbnb:

    • 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 Spbnb

    • 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

    • Listing titles that include information irrelevant to the listing type or style

    • Listing titles that include symbols or emojis

    Listing or profile pages

    • Listings and profiles that provide fraudulent, false, misleading, or deceptive information

    Reviews

    See Spbnb’s Review Policy for more information.

    • 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 or listing 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.

    Party and Events Policy

    Alert: As of October 1, 2020, Spbnb announced a global ban on all parties and events at Spbnb listings, including a cap on occupancy at 16. This party ban applies to all future bookings on Spbnb, and it will remain in effect indefinitely, until further notice.

    Our Community Standards prohibit members of the Spbnb 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:

    • Gatherings of more than 16 people (effective for reservations made on or after October 1, 2020)

    • 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 Spbnb’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.

    Unauthorized parties

    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 Spbnb 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 Spbnb is causing a disturbance—whether that’s excessive noise, a disruptive party, a gathering of more than 16 people, or unsafe behavior—members of the local community can report it at Neighborhood Support, 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, Spbnb 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

    Until further notice, gatherings of more than 16 people at single-family homes are not allowed, regardless of host authorization.

    We trust hosts in single-family homes to set rules for small gatherings (fewer than 16 people) that are appropriate for their communities and consistent with local health authority restrictions on gatherings.

    Parties in specialty or traditional hospitality settings

    We are currently reviewing our rules for specialty and traditional hospitality venues (ex: boutique hotels) to determine if hosts of these listings may set their own rules for events and allow appropriate events at their own discretion. 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.

    What are Spbnb’s rules about security cameras and other recording devices in listings?

    Our Standards & Expectations require that all members of the Spbnb 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, Spbnb 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 Spbnb’s messaging feature.

    Violating this policy may result in your suspension or removal from the Spbnb 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 Spbnb’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 Spbnb.

    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:

    1. Go to Your listings spbnb.com and select a listing

    2. Click Manage listing

    3. Click Booking settings at the top of the page

    4. Next to House rules, click Edit

    5. 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 Spbnb’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, Spbnb 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.