FAQs

Host Standards (1)

Category: Host Standards

In addition to behaving in accordance with our Community Standards, which apply to all community members, hosts of places to stay must meet the following host standards:

  • Host commitment
  • Listing cleanliness
  • Listing accuracy
  • Host communication

Our goal is to ensure that these standards are clear, and that our enforcement is proportionate to the severity and persistence of the violation.

Hubsplit.com host standards for stays

Host commitment

Guests’ travel experiences on Hubsplit start at the minute of booking. Hosts who commit to reservations are expected to uphold those reservations to the best of their abilities, to help ensure that guests can begin travel planning with confidence. Host cancellations greatly inconvenience guests, and the closer a cancellation occurs to the check-in date, the greater an implication it has on guests’ ability to travel.

  • Cancellations: Hosts should not cancel accepted reservations, absent extenuating circumstances or indicators that a guest may violate an enforceable house rule or Hubsplit policy. If a cancellation is unavoidable, hosts should do their best to cancel with as much lead time as possible and contact Hubsplit if they need assistance.
  • Check-in: Hosts should ensure their guests have the information needed to access a listing at check-in (ex: provide correct directions, update keycode, etc.).

Listing cleanliness

To feel truly at home in a listing, guests expect clean accommodations. Providing unclean spaces is not only detrimental to guests’ experiences; it could also pose health risks to guests and their travel companions. In the interest of guest safety, satisfaction, and comfort, Hubsplit requires that all hosts provide listings that meet a minimum standard of cleanliness, and will support guests who have checked into listings that fall below that standard.

  • Health and safety: Listings should be free of health hazards (ex: mold, pests, or vermin).
  • Cleanliness: Hosts should provide listings that meet a high standard of cleanliness (ex: free of mildew in showers, extensive dust or pet dander, etc.).
  • Guest turnover: Hosts should be sure to clean between every stay (ex: do laundry, take out trash, vacuum/sweep, wipe down surfaces, etc.).

Listing accuracy

Hosts have full autonomy over their listings’ categorizations and features, and over the amenities they would like to offer to guests. When hosts fail to uphold their promised listing commitments, it may harm guests’ experiences and trust in Hubsplit. Therefore, Hubsplit requires that all listing categorizations, features, and amenities detailed on the listing page at the time of booking accurately reflect the categorizations, features, and amenities present at the listing from check-in to checkout.

  • Booking details: Hosts should only change the parameters of an accepted booking with guest consent (ex: adjust the dates, price, etc.).
  • Location: The location information provided for the listing should be accurate.
  • Room type: The type of accommodation (ex: list a private room as an entire home), the set up of the listing (ex: list more bedrooms than the listing offers), or the level of privacy (ex: fail to disclose an on-site property manager) should accurately reflect the physical space.
  • Amenities: The host should accurately represent the available amenities and features offered in their listing (ex: not advertise a hot tub that is broken).
  • Property: The listing booked should be the one that is provided. Hosts should only substitute one listing for another with prior guest consent.

Host communication

We expect that hosts or co-hosts have provided up-to-date contact information, and are available to respond to guest inquiries or unexpected issues that may arise during stays.

  • Answering questions: Hosts should be responsive and willing to answer questions and help resolve host standards violations at a listing.
  • Resolving problems: Hosts should be responsive and willing to make resolution efforts or abide by remediation requirements from Hubsplit for host standards violations.

Reporting a violation

If you are a guest who is dealing with a violation of these hosting standards during your stay, we ask that you:

  • Communicate with your host—they’re in the best position to ensure a quick resolution.
  • Document the issue through Hubsplit message thread correspondence, photos, etc.
  • Familiarize yourself with the requirements of our Guest Refund Policy.
  • Report any issues directly by contacting us or request a refund through the Resolution Center.
  • Leave an honest review with feedback so that the host can improve for future guests.

Holding hosts to these standards

Hosts who cancel reservations without an extenuating circumstance or indicators that a guest may violate an enforceable house rule or Hubsplit policy will face cancellation penalties on their account.

Hubsplit reviews each reported violation of these host standards and determines whether a violation has occurred. Depending on the severity of the violation, Hubsplit may refund a guest from a host’s payout and/or suspend a listing until the host performs remedial actions. For instance:

  • In cases of cleanliness reports, Hubsplit may suspend listings until hosts can provide documentation of professional inspections or deep cleanings of their listings to try and ensure future guests are not impacted by a health hazard.
  • In cases of misclassifications, Hubsplit may suspend listings until hosts can confirm they have either corrected their listing details and/or fixed or replaced broken amenities.

A reported violation of any of these standards is considered alongside past violations, which informs the enforcement decisions made by Hubsplit. Reports are reviewed on both the severity and frequency of violations.

Based on this review, a host may face removal of payouts, listing suspension, and potentially permanent removal of their listings or accounts.

Pricing (1)

Category: Pricing

Because that’s the way it should be.

Rules for guests/renters (1)

Everyone who is part of our community is required to follow our Community Standards and Health and Safety Requirements. We also require everyone to stick to these simple rules for being a great guest:

  • Treat your Host’s home like your own
  • Follow the Host’s house rules
  • Communicate promptly with the Host if issues come up

Details of the ground rules

Treat your Host’s home like your own  

  • Cleanliness: Guests should not leave the listing in a state that requires excessive or deep cleaning (ex: with moldy dishes, soiled carpets, stains from pets, etc.). Cleaning fees set by Hosts are only meant to cover the cost of standard cleaning between reservations (ex: laundry, vacuuming, etc.).
  • Litter: Guests should put their trash in designated trash receptacles and be mindful of excessive amounts of trash.
  • Damage: Where guests cause damage that is beyond normal wear and tear, we expect guests to inform Hosts of the damage as soon as possible and work with the Host to find a reasonable solution. Guests are expected to pay reasonable requests for reimbursement if they’re responsible for damage, missing items, or unexpected cleaning costs. Learn more about getting charged for damage.

Follow the Host’s rules 

  • Approved guests: Guests should respect the approved number of guests and should ask their Host if they’re unsure about the rules for visitors. Disruptive gatherings are always prohibited. Learn more in our Community Disturbance Policy.
  • Check-in time: Guests should respect their Host’s check-in window. Any check-in before or after the designated window should be approved by the Host.
  • Checkout time: Guests should complete checkout, including key return, by the designated checkout time indicated on the Airbnb reservation, and should not leave belongings at the listing past the designated checkout time for storage or later pickup without prior approval from the Host.
  • Smoking: Guests should not smoke inside a listing unless they are allowed to do so by the Host. This includes the use of tobacco, cannabis, e-cigarettes, etc.
  • Approvals for pets: Guests should not bring any pets inside a listing that is designated as “no pets” in the house rules, bring more pets than are approved into a listing, or fail to inform the Host about any pets brought inside the listing. Note that service animals are not considered pets. Learn more about our rules around service animals in our Accessibility Policy.
  • Noise: Guests should respect designated quiet hours and should not disturb the surrounding community with a disruptive level of noise (ex: loud music, shouting, slamming doors, etc.).
  • Commercial film and photography: Guests should not participate in film or photography that is intended for commercial use or profit, without documented permission from the Host.

Communicate promptly with the Host if issues come up 

Good communication between a Host and guest is important for successful stays. When guests are able to (ex: not out of cell phone range, etc.), they should respond to Hosts within 24 hours when a Host is reaching out to resolve an issue.

Reporting a violation

Hubsplit encourages Hosts to promptly report violations of these ground rules. We accept reports directly from Hosts who contact us, as well as from neighbors.

When a Host is dealing with a suspected or actual violation of these ground rules, we ask that they:

  • Communicate with the guest—this is often the quickest path to resolution.
  • Document the issue through the Hubsplit message thread, an emailed complaint from a neighbor, photos, etc.
  • Report any issues by Hubsplit.com/help/contact-us, or request payment for any damages through the Resolution Center.
  • Leave an honest review with feedback so that the guest can improve for future Hosts.

Holding guests to these ground rules 

We are committed to enforcing these ground rules.

Actions we take may include providing information to guests about the policy and issuing warnings. When repeated or severe violations of these ground rules are reported, guests may also be suspended or removed from our community.

Like always, Hosts can also add a written set of additional rules to their standard house rules. Hosts’ additional rules should specify anything else that’s off-limits for guests. If a guest violates any of the standard house rules or additional rules, we’ll support the Host if they need to cancel the reservation.

Host Standards (1)

Category: Host Standards

In addition to behaving in accordance with our Community Standards, which apply to all community members, hosts of places to stay must meet the following host standards:

  • Host commitment
  • Listing cleanliness
  • Listing accuracy
  • Host communication

Our goal is to ensure that these standards are clear, and that our enforcement is proportionate to the severity and persistence of the violation.

Hubsplit.com host standards for stays

Host commitment

Guests’ travel experiences on Hubsplit start at the minute of booking. Hosts who commit to reservations are expected to uphold those reservations to the best of their abilities, to help ensure that guests can begin travel planning with confidence. Host cancellations greatly inconvenience guests, and the closer a cancellation occurs to the check-in date, the greater an implication it has on guests’ ability to travel.

  • Cancellations: Hosts should not cancel accepted reservations, absent extenuating circumstances or indicators that a guest may violate an enforceable house rule or Hubsplit policy. If a cancellation is unavoidable, hosts should do their best to cancel with as much lead time as possible and contact Hubsplit if they need assistance.
  • Check-in: Hosts should ensure their guests have the information needed to access a listing at check-in (ex: provide correct directions, update keycode, etc.).

Listing cleanliness

To feel truly at home in a listing, guests expect clean accommodations. Providing unclean spaces is not only detrimental to guests’ experiences; it could also pose health risks to guests and their travel companions. In the interest of guest safety, satisfaction, and comfort, Hubsplit requires that all hosts provide listings that meet a minimum standard of cleanliness, and will support guests who have checked into listings that fall below that standard.

  • Health and safety: Listings should be free of health hazards (ex: mold, pests, or vermin).
  • Cleanliness: Hosts should provide listings that meet a high standard of cleanliness (ex: free of mildew in showers, extensive dust or pet dander, etc.).
  • Guest turnover: Hosts should be sure to clean between every stay (ex: do laundry, take out trash, vacuum/sweep, wipe down surfaces, etc.).

Listing accuracy

Hosts have full autonomy over their listings’ categorizations and features, and over the amenities they would like to offer to guests. When hosts fail to uphold their promised listing commitments, it may harm guests’ experiences and trust in Hubsplit. Therefore, Hubsplit requires that all listing categorizations, features, and amenities detailed on the listing page at the time of booking accurately reflect the categorizations, features, and amenities present at the listing from check-in to checkout.

  • Booking details: Hosts should only change the parameters of an accepted booking with guest consent (ex: adjust the dates, price, etc.).
  • Location: The location information provided for the listing should be accurate.
  • Room type: The type of accommodation (ex: list a private room as an entire home), the set up of the listing (ex: list more bedrooms than the listing offers), or the level of privacy (ex: fail to disclose an on-site property manager) should accurately reflect the physical space.
  • Amenities: The host should accurately represent the available amenities and features offered in their listing (ex: not advertise a hot tub that is broken).
  • Property: The listing booked should be the one that is provided. Hosts should only substitute one listing for another with prior guest consent.

Host communication

We expect that hosts or co-hosts have provided up-to-date contact information, and are available to respond to guest inquiries or unexpected issues that may arise during stays.

  • Answering questions: Hosts should be responsive and willing to answer questions and help resolve host standards violations at a listing.
  • Resolving problems: Hosts should be responsive and willing to make resolution efforts or abide by remediation requirements from Hubsplit for host standards violations.

Reporting a violation

If you are a guest who is dealing with a violation of these hosting standards during your stay, we ask that you:

  • Communicate with your host—they’re in the best position to ensure a quick resolution.
  • Document the issue through Hubsplit message thread correspondence, photos, etc.
  • Familiarize yourself with the requirements of our Guest Refund Policy.
  • Report any issues directly by contacting us or request a refund through the Resolution Center.
  • Leave an honest review with feedback so that the host can improve for future guests.

Holding hosts to these standards

Hosts who cancel reservations without an extenuating circumstance or indicators that a guest may violate an enforceable house rule or Hubsplit policy will face cancellation penalties on their account.

Hubsplit reviews each reported violation of these host standards and determines whether a violation has occurred. Depending on the severity of the violation, Hubsplit may refund a guest from a host’s payout and/or suspend a listing until the host performs remedial actions. For instance:

  • In cases of cleanliness reports, Hubsplit may suspend listings until hosts can provide documentation of professional inspections or deep cleanings of their listings to try and ensure future guests are not impacted by a health hazard.
  • In cases of misclassifications, Hubsplit may suspend listings until hosts can confirm they have either corrected their listing details and/or fixed or replaced broken amenities.

A reported violation of any of these standards is considered alongside past violations, which informs the enforcement decisions made by Hubsplit. Reports are reviewed on both the severity and frequency of violations.

Based on this review, a host may face removal of payouts, listing suspension, and potentially permanent removal of their listings or accounts.

Pricing (1)

Category: Pricing

Because that’s the way it should be.

Rules for guests/renters (1)

Everyone who is part of our community is required to follow our Community Standards and Health and Safety Requirements. We also require everyone to stick to these simple rules for being a great guest:

  • Treat your Host’s home like your own
  • Follow the Host’s house rules
  • Communicate promptly with the Host if issues come up

Details of the ground rules

Treat your Host’s home like your own  

  • Cleanliness: Guests should not leave the listing in a state that requires excessive or deep cleaning (ex: with moldy dishes, soiled carpets, stains from pets, etc.). Cleaning fees set by Hosts are only meant to cover the cost of standard cleaning between reservations (ex: laundry, vacuuming, etc.).
  • Litter: Guests should put their trash in designated trash receptacles and be mindful of excessive amounts of trash.
  • Damage: Where guests cause damage that is beyond normal wear and tear, we expect guests to inform Hosts of the damage as soon as possible and work with the Host to find a reasonable solution. Guests are expected to pay reasonable requests for reimbursement if they’re responsible for damage, missing items, or unexpected cleaning costs. Learn more about getting charged for damage.

Follow the Host’s rules 

  • Approved guests: Guests should respect the approved number of guests and should ask their Host if they’re unsure about the rules for visitors. Disruptive gatherings are always prohibited. Learn more in our Community Disturbance Policy.
  • Check-in time: Guests should respect their Host’s check-in window. Any check-in before or after the designated window should be approved by the Host.
  • Checkout time: Guests should complete checkout, including key return, by the designated checkout time indicated on the Airbnb reservation, and should not leave belongings at the listing past the designated checkout time for storage or later pickup without prior approval from the Host.
  • Smoking: Guests should not smoke inside a listing unless they are allowed to do so by the Host. This includes the use of tobacco, cannabis, e-cigarettes, etc.
  • Approvals for pets: Guests should not bring any pets inside a listing that is designated as “no pets” in the house rules, bring more pets than are approved into a listing, or fail to inform the Host about any pets brought inside the listing. Note that service animals are not considered pets. Learn more about our rules around service animals in our Accessibility Policy.
  • Noise: Guests should respect designated quiet hours and should not disturb the surrounding community with a disruptive level of noise (ex: loud music, shouting, slamming doors, etc.).
  • Commercial film and photography: Guests should not participate in film or photography that is intended for commercial use or profit, without documented permission from the Host.

Communicate promptly with the Host if issues come up 

Good communication between a Host and guest is important for successful stays. When guests are able to (ex: not out of cell phone range, etc.), they should respond to Hosts within 24 hours when a Host is reaching out to resolve an issue.

Reporting a violation

Hubsplit encourages Hosts to promptly report violations of these ground rules. We accept reports directly from Hosts who contact us, as well as from neighbors.

When a Host is dealing with a suspected or actual violation of these ground rules, we ask that they:

  • Communicate with the guest—this is often the quickest path to resolution.
  • Document the issue through the Hubsplit message thread, an emailed complaint from a neighbor, photos, etc.
  • Report any issues by Hubsplit.com/help/contact-us, or request payment for any damages through the Resolution Center.
  • Leave an honest review with feedback so that the guest can improve for future Hosts.

Holding guests to these ground rules 

We are committed to enforcing these ground rules.

Actions we take may include providing information to guests about the policy and issuing warnings. When repeated or severe violations of these ground rules are reported, guests may also be suspended or removed from our community.

Like always, Hosts can also add a written set of additional rules to their standard house rules. Hosts’ additional rules should specify anything else that’s off-limits for guests. If a guest violates any of the standard house rules or additional rules, we’ll support the Host if they need to cancel the reservation.

Hub Split NEWSLETTER

Dive into Deals & Discoveries: Subscribe to Our Newsletter for Exclusive Insights!

Newsletter