Host Communication Policy

MyShortLets Host Communication Policy

MyShortLets will implement new guidelines to ensure hosts provide guests with essential information for their stay (from 1/12/2024). The Host Communication Policy sets clear expectations for when and how hosts should share check-in details and respond to guests’ inquiries, helping to avoid any issues during their stay.

Responding to Critical Questions

Hosts are required to respond to critical guest queries within the following timeframes:

• 5+ days before the stay: Respond within 24 hours
• 2 – 4 days before the stay: Respond within 12 hours
• On check-in day and during the stay: Respond within 1 hour (for messages received between 8 am and 9 pm in the property’s time zone)

Examples of critical questions include:

• Access instructions
• Arrival issues
• Missing or broken key amenities
• Health and safety concerns
• Property location
• Utility outages
• Weapons
• Accessibility
• Service animals

Note: Hosts must either resolve the issue or inform the guest when it will be addressed. Automated responses will not be considered sufficient.

Access or Check-In Instructions

Hosts must provide check-in or property access instructions to guests at least 72 hours before the scheduled check-in time. There are two options for delivering this information:
A. Provide detailed access instructions
Include clear access details in your Welcome Guide, listing description, Reservation Manager, or via the MyShortLets messaging platform. (For example, state in the listing description that the guest will collect the key from an office upon arrival.)
B. Explain the check-in process
Inform the guest how and when they will receive property access information.
(For example, state in your listing or via message that a door code will be emailed at 9 AM on the day of check-in.)

Note: For maximum visibility, we recommend sharing check-in details through both the MyShortLets Messaging Platform and the Welcome Guide.

MyShortLets Actions

If a guest contacts us within 72 hours of check-in due to missing critical information, we may:

• Provide the necessary details or contact you to ensure the guest can proceed with their stay.
• If we can’t resolve the issue or reach you, we will cancel the booking, refund the guest, and assist them in finding alternative accommodation.

Penalties

In line with our Marketplace Standards and Partner-Initiated Cancellation Policy, failing to provide critical information that leads to a booking cancellation may result in:

• A financial penalty (cancellation fee)
• Lower search result rankings for your listing

Note: If a waiver is granted for the cancellation, you won’t be required to pay the cancellation fee. See details about waiver reasons and timelines.

Listing Suspension

If a booking is cancelled due to missing information, the following timeline applies:

• Day 1: Booking cancellation
• Days 1-10: Waiver submission period
• Day 11: Listing is suspended for 7 days (if no valid waiver is submitted)
• Day 18: Listing is reinstated