Host Communication Policy
Summary
Our goal is to ensure every stay goes smoothly. This requires hosts to communicate clearly and respond promptly before and during the guest’s visit.
What’s covered by this policy
On this page, you will find our expectations on communications and responsiveness, along with the actions we may take if hosts don’t meet them. This policy covers:
- How and when hosts must send property access information to guests
- How and when hosts must communicate other important details about a guest’s stay
- Timeframes for hosts to respond to guests’ questions and concerns before and during the stay
Property access instructions
At least 72 hours before check-in, hosts must tell guests when and how they will receive property access instructions. For example, the message can tell guests where to collect a key on the day they arrive, or that a door code will be sent via the Bookabach app at 9 a.m. on check-in day.
Hosts must send full property access instructions to the guest before their scheduled check-in time.
If this information is not provided on time and the guest cannot check in - or is at high risk of being unable to check in - it may be treated as a host cancellation under our Host Cancellation Policy. In that case, we will refund the guest in full and help them find alternative accommodation. Hosts may also face additional consequences, including suspension or termination, under our Host Cancellations Policy.
Host response timeframes
Hosts are expected to respond to questions guests have about their stay within a reasonable timeframe.
Where guests are asking questions about critical stay information – hosts are expected to respond within the specific timeframes below.
Examples of what’s considered critical stay information:
- Property access details needed to enter or find the property (e.g., door code, key pickup, directions).
- Plans and timeframes to restore essential services (e.g., utilities, plumbing, heating/cooling) or essential amenities (e.g, oven, refrigerator).
- Health, safety, or security issues (e.g., inoperable door locks, defective smoke detectors, hazards or damage posing imminent risk).
- Accessibility details relevant to the guest’s needs (e.g., steps, barriers, or hazards).
- Service animal information.
Examples of what’s not considered critical stay information:
- Nearby attractions or amenities (e.g., restaurants, parks).
- Nonessential amenities (e.g., TV, toaster, dishwasher).
Hosts must follow the response timeframes below where a guest asks a question about critical stay information:
- 5 or more days before check-in: Respond within 24 hours
- 1 to 4 days before check-in: Respond within 12 hours
- On check-in day and during the stay:
- If the enquiry is received between 8 a.m. and 9 p.m. (property’s time zone), respond within 1 hour
- If received outside these hours, respond by 9 a.m. the following day
Responses to questions about critical stay information must either resolve the issue or clearly state when it will be resolved. Automatic replies do not count as an adequate response.
If hosts do not respond within these timeframes, and depending on the nature and severity of the issue, Bookabach may cancel the booking, refund the guest, and assist the guest in finding another place to stay under Bookabach Care™. Note: even with a prompt response, if the issue is significant and cannot be resolved in a timely manner (e.g., a broken furnace in winter, a flooded living space), guests may still be eligible for Bookabach Care support.
Related
Learn more about how to Add access instruction to a reservation