Ground Rules for Hosts

Written by

Caylee Harrington

Positive review ratings

Listings should maintain a high overall review rating and avoid too many low ratings. We’ve found that Hosts who get great reviews tend to focus on four things: reservation commitment, timely communication, accurate listing details, and cleanliness.

Reservation commitment

Hosts should honor accepted reservations and provide a reliable check-in experience.

✔ Cancellations
Hosts should not cancel confirmed reservations unless there are certain valid reasons beyond the Host’s control. Even in these cases, Hosts should do their best to cancel with as much lead time as possible and contact Hookhub if they need help.

✔ Check-in
Hosts should provide their guests with the ability to readily access the listing at check-in (ex: correct directions, updated keycode, etc.) and throughout their stay.

Timely communication

Hosts or Co-Hosts should be available to respond to guest inquiries or unexpected issues that may come up before and during stays.

We recognize that Hosts have many demands on their time. What is considered a reasonable response time can depend on specific circumstances, like the nature of a guest’s inquiry and the stage of their trip.

For example, if a guest reaches out with a question that is material to their stay:

✔ Before the stay:
If check-in is more than five days away, Hosts are expected to respond to guests within three days of receiving a message. This is when guests are likely reaching out for additional information to plan the details of their trip.

✔ Leading up to check-in and during the stay:
Close to check-in time, or if an issue arises during the stay (a missing key amenity, listing access issue, etc.), it’s especially important to respond quickly to guest messages. During these moments, Hosts are expected to respond within 1 hour to guest messages received during local daytime hours. Outside of local daytime hours, Hookhub may provide immediate assistance to guests who are facing a trip issue if the Host is unresponsive. Otherwise, when a guest reaches out to you during the stay or within five days of their arrival, it’s best to respond within 12 hours to guest messages received during local daytime hours. This is because if check-in is within five days, guests may be beginning their travel and may need confirmation of final details like check-in instructions or the location of the listing.

Listing accuracy

The listing page at the time of booking should accurately describe the home and reflect the features and amenities that will be available at the listing from check-in to checkout, including:

✔ Booking details
Hosts should only change the details of an accepted booking (dates, price, etc.) with the guest’s prior consent.

✔ Location
The location information (map pin, address, etc.) on the listing page should be accurate. The listing page should also disclose any information about the surroundings that may impact the level of noise.

✔ Type, size, and privacy
The listing page should accurately describe the type of space offered the setup of the listing and the level of privacy (presence of an on-site property manager, other guests, etc.).

✔ Property
The place provided should be the one that was booked, and the photos and description on the listing page should accurately represent the space provided. Hosts should only substitute one listing for another if they have prior agreement from the guest and the guest has accepted a trip change request.

✔ Amenities and house rules
The listing page should disclose applicable rules and accurately represent all available amenities and features offered in the listing. If the listing advertises “essential amenities”, all amenities from this list should be available to guests. If there are restrictions associated with amenity access, these should also be fully disclosed on the listing page (for example, a pool that is only available during certain hours or months of the year).

Listing cleanliness

All listings should be clean and free of health hazards before guest check-in.

✔ Health and safety
Listings should be free of health hazards (mold, pests, etc.).

✔ Cleanliness
Hosts should provide listings that meet a high standard of cleanliness (free of trash, debris, etc).

Terms & Conditions to be a Hookhub host

✔ Verify Local Laws
As the Host, I am responsible for verifying any local laws or restrictions. With income made, I am responsible for lodging and sales or income tax for my state. A 1099 will be provided to me with my earnings at year-end.

✔ Prohibited
I understand the following actions are strictly prohibited: Taking transactions off the Hookhub platform for any current or future bookings.

Reporting a violation

Hookhub encourages guests to promptly report violations of these ground rules. When a guest is dealing with a suspected or actual violation of these ground rules, we ask that they:

✔ Communicate with the Host—the Host is in the best position to quickly resolve issues.

✔ Document the issue with pictures and any correspondence.

✔ If the Host can’t resolve the issue, contact us to report the issue directly 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 ground rules

We are committed to enforcing these ground rules. When a ground rule violation is reported, Hookhub will attempt to contact the Host to understand what occurred.

Actions we take may include providing information to Hosts about this policy and issuing warnings. When repeated or severe violations of these ground rules are reported, Hosts or their listings may be suspended or removed from the platform.

Depending on the nature of the violation, Hookhub may also take other actions, such as canceling an upcoming or active reservation, refunding a guest from a Host’s payout, and/or requiring Hosts to provide proof that they have addressed issues before they can resume hosting.

In addition, a Host who cancels a confirmed reservation or is found to be responsible for a cancellation may face other consequences under our Host Cancellation Policy. Hookhub may waive cancellation fees and, in some cases, other consequences if the Host cancels because of certain valid reasons beyond the Host’s control.

Appealing violations

Hosts may appeal decisions under this policy by contacting customer support or through the link we provide to start the appeals process. In reviewing appeals, we will consider any additional details the Host provides, such as new or corrected information, violations of our Reviews Policy, or other relevant circumstances related to the violation(s).