Communication Policy

Applies to: All Bhostd users (guests and hosts)
 

Related Tools:
 

Purpose
 

At Bhostd, communication is the foundation of a safe, transparent, and trustworthy marketplace. This policy ensures that all conversations related to stays, payments, and guest-host relationships occur through secure channels that Bhostd can support and monitor.

Where Communication Should Occur
 

All messaging between guests and hosts must be conducted through Bhostd’s internal Guest Inbox. This protects both parties and ensures transparency, particularly in the event of cancellations, complaints, emergencies, or refund requests.

What’s Allowed
 

  • Reservation Inquiries: Asking about dates, pricing, amenities, and availability

  • Check-in/Check-out Coordination: Confirming arrival or departure times, lockbox instructions, or parking details

  • Special Requests: Asking for late checkout, extra towels, or pet accommodations

  • Issue Reporting: Reporting damage, unsafe conditions, or missing items

  • Follow-ups and Feedback: Leaving respectful messages before or after a stay

What’s Not Allowed
 

  • Sharing Contact Info: No email addresses, phone numbers, social media handles, or URLs before the reservation is accepted

  • Off-Platform Communication: No WhatsApp, SMS, personal email, or direct phone use before booking

  • Inappropriate Language: No insults, threats, harassment, discrimination, or profanity

  • Solicitation: No advertising, spam, or offers to transact outside of Bhostd

  • Impersonation or Deception: Users may not pose as another person or misrepresent themselves

Response Time Expectations
 

  • Hosts are expected to reply to guest messages within 24 hours, ideally within 6 hours to maintain a high response rating

  • Guests should respond to important host messages (like arrival instructions) to ensure smooth check-in

  • Poor responsiveness may impact visibility in search results, guest trust, and review scores

Automated Notifications and Alerts
 

Users can manage their text/email alerts and app notifications via:
 

Enforcement and Violations
 

Violating this communication policy may result in one or more of the following:
 

  • Removal of specific messages or threads.
  • Temporary suspension of messaging privileges.
  • Cancellation of reservations without refund (for severe abuse).
  • Permanent account suspension for repeated or malicious offenses.

Why it Matters

All Bhostd messages are time-stamped, encrypted, and stored securely. This enables our support team to help resolve disputes quickly and fairly. If a guest claims they never received check-in instructions, or a host claims a guest violated house rules, only platform messages will be reviewed as valid evidence.

Need Help?
 

If you’re having trouble contacting a host or guest, or feel unsafe or harassed, visit the Help Page or Contact Support immediately.