Creating a GroupRentals account is free and easy. Just go to grouprentals.com and click Sign Up and follow the instructions.

You can sign up using any of the following:

• Email address
• Phone number
• Facebook or Google account

After you sign up, we’ll need a bit more info before you’ll be able to book a trip, so be sure to complete your account setup.

Whether you’re a Host or Guest, find help before, during, or after a stay.

Contact your Host or guest

Sending a direct message to your host is usually the quickest and easiest way to resolve an issue with your listing or reservation. 

Contact GroupRentals

Need a little more help? Contact us by phone, email, or chat.

We’re here for you. GroupRentals’ customer support team is available M-F 9 am-5 pm EST, with a dedicated staff that specializes in GroupRentals.com issues. Contact us 

If you feel unsafe during a stay

In an emergency or if your personal safety is threatened during a stay, contact local police or emergency services right away.

If you need help from GroupRentals with a safety concern, contact our customer service team!

We love to know how we’re doing. Give feedback about a GroupRentals feature, report a bug, and more. 

If you have a question about something else, find help or contact GroupRentals.

To help ensure safe stays, and interactions, certain activities, and behaviors are not allowed in our community.

What we do allow

• Self-defense: If you’re ever physically attacked during a stay, you’re allowed to defend yourself with proportionate force until the danger has ceased.
• Permitted weapons: With the exception of explosive or incendiary devices and assault weapons, as a guest, you may bring legally-owned weapons or non-lethal weapons only if safely secured and disclosed to your Host prior to arrival. As a Host, you may keep legally-owned weapons in your accommodation provided that they are safely secured; weapons must also be disclosed if they are located in plain sight or in a way that is discoverable by guests. Learn more about our rules around weapons in a listing.

What we don’t allow

• Threats or abuse: Threats, violence, or abuse towards others, including intimate partners, children, animals, and ill or disabled people, have no place in our community.
• Sexual assault and misconduct: Sexual assault and sexual misconduct of any kind are prohibited. Any unwanted or unsolicited touching, flirtatious or sexual behaviors, or conversations into personal relationships or sexual preferences are not acceptable.
• Dangerous or illegal animals: Any animal whose breed or species is illegal to own in the location of the listing is prohibited. Domestic, farm, and wild animals that may present a safety risk during a reservation must be properly contained and proactively disclosed. Animals that haven't shown signs of presenting a risk do not need to be disclosed as the disclosure tool is for "dangerous animals.” 
• Explosive devices, incendiary devices, or assault weapons: These items are never allowed at a stay, even if it’s legal to have them in your area.
• Unsecured/undisclosed weapons. Any legally owned weapons must be properly disclosed and safely secured.

We're here to help

If there’s an emergency in progress, please contact local emergency services or law enforcement authorities for assistance.

For other safety issues, we’re available M-F 9 am-5 pm EST. Read more about how to contact us directly through our customer service.

We take threats of suicide and self-harm very seriously and may reach out to authorities to request a wellness check if we are notified that there is an imminent safety risk. If you or someone else feel threatened or unsafe, please first contact local law enforcement authorities for assistance.

As always, if you witness or experience behavior that you believe may go against our terms or policies, please let us know.

Note: While these guidelines don’t cover every possible scenario, they’re designed to offer general guidance on Grouprentals’ community policies.

As our community travels the world and welcomes global citizens into their spaces, it’s important to try and reduce disease transmission.

What we do allow

• Accommodating unavoidable mild illness: If a Host or guest has a mild illness, but must continue to host or travel, they must take precautionary measures when staying in a space shared with other community members.

What we don’t allow

• Exposure and risk of exposure to severe contagious diseases: Any individuals who have been diagnosed with, exposed to, and/or are showing symptoms of a contagious disease should not interact with other community members in the context of a reservation. Temporary restrictions may be applied on listings and accounts presenting a risk of contagion.
• Failure to follow public health directives: All guests and Hosts must follow social distancing guidelines and wear appropriate safety attire in line with public health guidelines for infectious diseases (ex: COVID-19) when in common areas or in the presence of those outside their traveling group.
• Failure to properly clean: Hosts must follow GroupRentals’ enhanced cleaning process.

GroupRentals doesn’t allow illegal activities and other behaviors that could harm our community.

What we do allow

• Possession and personal consumption of cannabis: In locations where it is legal and does not violate any house rules, adults may consume cannabis.
• Cultivation of cannabis: Where legally permissible and within local limits, the growth, and processing of cannabis or hemp by a Host on their property may occur if disclosed.

What we don’t allow

• Child sexual exploitation: Forcing, manipulating or enticing someone under 18 years old, regardless of local laws, to engage in sexual activity, whether in person or online, is prohibited. 
• Human trafficking: Recruiting, harboring, transporting, transferring, or receiving of an individual by force, fraud, or coercion for the purposes of labor or sexual exploitation is not allowed.
• Incall commercial sex work: A stay or its surrounding property should not be used for paid sexual services, such as erotic massages or prostitution.
• Procuring sex work: Guests should not request and Hosts should not promote or offer paid sexual services.
• Commercial pornography: A stay or its surrounding property should not be used for the creation of commercial pornography, photos, or videos.
• Illicit drugs: Illegal or restricted drugs such as opium, opiates, opioids, coca and cocaine, amphetamine-type stimulants, central nervous system depressants, and hallucinogens shouldn’t be present or used at a stay, or the surrounding property unless prescribed by a physician for a medical condition.
• Drug production or manufacturing: A stay or its surrounding property shouldn’t be used to produce or manufacture illegal drugs from raw materials and/or plants.
• Drug cultivation: A stay or its surrounding property should not be used for raising or growing plants from which illegal drugs are refined, with the exemption of cannabis.
• Drug distribution: A stay or its surrounding property should not be used to sell, gift, traffic, or distribute drugs including cannabis, even if it is legal to do so in your area.

We're here to help

If you or someone else feels threatened or unsafe or suspect child sexual exploitation or human trafficking, please first contact local law enforcement authorities for assistance. Additionally, if you witness or experience behavior that goes against our policies, please let us know.

Note: While these guidelines don’t cover every possible scenario, they’re designed to offer general guidance on GroupRentals’ community policies.

Our standards and expectations require that hosts not keep dangerous animals in a listing without properly securing the animal in safe and secure accommodations. If a potentially dangerous animal is present in a listing, hosts are required to indicate its presence in their house rules.

Guests are also required to send a message to their host letting them know that they’re traveling with a dangerous animal.

If an animal causes an injury, we may suspend the owner’s account or remove them from GroupRentals.

What’s considered a potentially dangerous animal

A potentially dangerous animal is one that’s capable of causing serious harm to humans or other animals present in the listing. Both wild and domesticated species can be considered dangerous.

In wild animals (species not typically adapted to living in a human environment), characteristics that may represent a danger to humans and other pets include size, strength, and toxicity/venomousness. In any individual animal, traits that can become a danger to humans and other animals include aggressive behavior, a propensity for attacking, predatory behavior, and risk of transmitting disease. An otherwise docile animal can be considered dangerous if an injury is reported.

Guests should message their host to let them know they’re traveling with a dangerous animal.

Hosts should disclose the presence of a potentially dangerous animal in their listing. 

Acceptable safe and secure accommodation

Safe and secure accommodation for a potentially dangerous animal is an enclosure suited to the needs of the animal that eliminates the risk of harm. The enclosure must prevent any escape and/or contact between the secured animal and people or other animals.

During the COVID-19 pandemic, it’s important to keep health and safety in mind. We’ve created a set of mandatory COVID-19 safety practices for both Hosts and guests of GroupRentals listings, based on guidance from the World Health Organization and the US Centers for Disease Control. In addition, you should be familiar with general health and safety guidelines for COVID-19 safety, continue to monitor applicable government travel restrictions and advisories, and follow all national and local laws and guidelines

GroupRentals has introduced guidelines and programs to help address health and safety concerns, but these measures cannot eliminate all risk. Especially if you're in a higher-risk category (ex: people above the age of 65 or people with pre-existing medical conditions such as diabetes or heart disease), we recommend obtaining professional guidance and taking extra precautions when you are making the decision to book a stay on GroupRentals. 

COVID-19 safety practices 

Wear a mask and practice social distancing when required by local laws and guidelines

When required by local laws or guidelines, all Hosts and guests must:

• Wear a mask or face covering when interacting in person
• Maintain 6 feet/2 meters of distance from each other at all times

Follow GroupRentals’ enhanced cleaning process between each stay

All Hosts and guests are required to follow the COVID-19 safety practices outlined above, as applicable, including GroupRentals’ 5-step enhanced cleaning process between guest stays. Any Host or guest who repeatedly violates these guidelines may face other consequences, including account suspension or removal from the community.

Additional guidance for traveling and hosting during COVID-19

Don’t travel or host if you’ve recently been exposed to or have symptoms of COVID-19

To protect the health and safety of our community, Hosts (and all people who may be present at the listing before or during a stay) should not enter their listing(s) or interact with their guests, and guests should not check into a listing, if any of the following are true:

• You are actively infected or have recently tested positive with COVID-19
• You suspect you are sick or have been exposed and are awaiting test results to confirm or deny a diagnosis of COVID-19
• You are showing symptoms or are concerned about a possible infection of COVID-19
• You’ve recently had close, sustained contact with an individual confirmed or suspected to be infected with COVID-19

Wash your hands regularly

Be sure to wash your hands often, especially if you’re in contact with people outside your reservation and are touching surfaces and utensils in a shared space or a common area.

• Wash your hands properly with soap and water for at least 20 seconds
• If soap and water are not readily available, use a hand sanitizer that contains at least 60% alcohol; cover your hands and rub them together until they feel dry

Follow your local laws and guidelines on masks and social distancing in common areas and shared spaces

• When you are in a common area or shared space (as a Host or guest), follow your local laws and guidelines for wearing a mask and social distancing from anyone who is not part of your reservation. Hosts should consider providing a no-contact check-in whenever possible.
• Remember, if you feel uncomfortable staying in a private room or shared space, consider booking an entire place instead. If you’re uncomfortable hosting a private room or shared space, you can list your entire place, or pause your hosting if that’s not possible.
• Hosts should also follow local guidelines around hosting private rooms, shared spaces, and the total number of people allowed to gather in the listing.

To create an environment that promotes not only physical safety, but also the safety and security of private information, certain behaviors and activities are not permitted.

What we do allow

Host re-entry: Hosts may re-enter their property, or enter a guest’s dedicated room in a shared stay, during a reservation only when there is an objective emergency, or after a guest has given explicit permission and the guest has a clear understanding of what the interactions will be and when.

What we don’t allow

• Physical intrusions: Hosts, guests, and those affiliated with them or working on their behalf must not access or attempt to access any private spaces without prior permission. In shared stays, this refers to bathrooms when the guest is inside, bedrooms, or beds in shared rooms. In entire home stays, this refers to the stay itself and the property surrounding it.
• Use of other’s personal property: Hosts, guests, and those affiliated with them or working on their behalf must not use another community member's property that is not intended to be shared without prior permission.
• Private space interference: Hosts and guests must not restrict another individual’s ability to enjoy a private space (unless in a pre-disclosed shared space), such as failing to provide a door to a private space or engaging in privacy-infringing activities such as voyeurism.
• Non-consensual content sharing: Private or confidential details, photos, or videos of community members must not be publicly posted unless the subject of the post has given consent.

We're here to help

If you or someone else feels threatened or unsafe, please first contact local law enforcement authorities for assistance. Additionally, if you witness or experience behavior that goes against our policies, please let us know.

To help provide Hosts and guests with peace of mind, security measures like security cameras and noise monitoring devices are allowed, as long as they are clearly disclosed in the listing description and don’t infringe on another person’s privacy. Rules about devices apply to all cameras, recording devices, smart devices, and monitoring devices. 

What we do allow

• Disclosed devices monitoring only public spaces and common spaces: Devices that allow for viewing or monitoring of only a public space (ex: a front door or a driveway) or a common space that is clearly identified and disclosed ahead of a reservation are permitted. Common spaces do not include sleeping areas or bathrooms.

What we don’t allow

• Concealed and undisclosed devices monitoring common spaces: Any device monitoring a common space should be installed in a visible manner and disclosed in the listing description.
• Devices located in or monitoring private spaces: Devices should never monitor private spaces (ex: bedrooms, bathrooms, or common areas that are being used as sleeping areas, like a living room with a sofa bed). Disconnected devices are allowed as long as they are turned off and proactively disclosed to guests.

We're here to help

If you or someone else feels threatened or unsafe, please first contact local law enforcement authorities for assistance. Additionally, if you witness or experience behavior that goes against our policies, please let us know.

To help create comfortable, reliable stays for guests, we ask all Hosts to meet these requirements for each of their listings:

• Be responsive: Keep your response rate high by replying to inquiries and trip requests within 24 hours
• Accept trip requests: Make your Guests feel welcome by accepting requests whenever you’re available
• Avoid canceling on Guests: Take cancellations seriously and try to avoid them—they’re a major inconvenience
• Maintain a high overall rating: Guests expect a consistent level of quality, no matter where they book

Essential amenities

We strongly encourage you to provide essential amenities in all your places. These are items that guests consider important for a comfortable stay and include toilet paper, towels, linens, pillows, and hand and body soap.

Both professionals and first-timers alike can always benefit from a little bit of prep. Here’s how to knock hosting out of the park and set yourself up for a great review.

Get your calendar in Order

Managing your calendar is a big part of hosting—it keeps things convenient for you and your guests.

• Sync other calendars and keep everything up to date so you only get trip requests when you’re available
• Set your pricing per night
• Set trip minimums/maximums
• Set when guests can check in and out
• Give yourself enough preparation time between reservations

Organize Guest Information

• If you want guests to verify ID before booking, make sure you’ve set that up
• Get to know Guests beforehand by checking out their profiles or starting a conversation to set the tone for their stay
• Write check-in instructions and include contact information, wifi passwords, your neighborhood guide, house rules, and any other information guests need to get situated and comfortable

Prepare your place

• Consider self-check-in to provide access if you’re not around
• Bulk-buy amenities to offer guests—soap, bottled water, or snacks are a good start
• Have a few extra sets of sheets and towels on hand so you don't have to wait on laundry
• Consider professional cleaning and management services—many Hosts include a cleaning fee to offset the cost

As a Host, you can ask Guests to sign a contract before staying at your place, but you must disclose the actual contract terms prior to booking. The easiest way to do this is to mention it in your listing description and include the full terms in your message thread with the Guest.

If you ask a Guest to sign a contract without notifying them before booking, they can decline and ask you to cancel the reservation. Keep in mind, GroupRentals can’t help enforce any special policies in your contract.

When guests book your place, they want to know what they’ll be getting. Choose the home type that best describes your place, and make sure to provide additional (and accurate) details.

Entire place

• Guests will have the whole place to themselves, including a private entrance and no shared spaces.
• An entire place usually includes a bedroom, a bathroom, and a kitchen.
• Do make sure to note if you’ll be on the property (for example, “Host occupies top floor of the home").

Our community is built on the principles of inclusion, belonging, and respect, which include welcoming and supporting people with disabilities. In general, guests who require reasonable accommodations and services should not be discriminated against or denied service while using GroupRentals.

In some jurisdictions, legal requirements may expand or limit the reasonable accommodations a Host must provide. Hosts and guests must comply with these legal requirements.

Service Animals and Emotional Support Animals

Service Animal: A dog or miniature horse that is individually trained to do work or perform tasks for people with disabilities.

What we allow:

Guests are allowed to be accompanied by service animals during a stay and are not required to disclose the presence of a service animal before booking. A Host may qualify for an exemption in certain circumstances — for instance, if the service animal directly threatens their health or safety.

Hosts are only allowed to ask the following about a guest’s need for a service animal: 

• Whether the guest requires their service animal because of a disability
• What work or task the service animal has been trained to perform

What we don’t allow:

When a guest is accompanied by a service animal, Hosts are not allowed to:

• Refuse a reservation
• Charge pet fees or other additional fees
• Apply differential treatment
• Use discriminatory language
• Hold guests to different rules

A guest’s service animal must not be:

• Out of control
• Unhousebroken
• Left alone at the listing without prior approval
• Allowed into areas that are considered unauthorized to the guest
• Allowed in a public space without being harnessed, leashed, or tethered and not under the guest’s control

Emotional Support Animal: An animal that provides companionship, relieves loneliness, or helps with depression, anxiety, or certain phobias but is not required to have special training to perform tasks that assist people with disabilities

What we allow:

Unless the reservation is a stay in New York or California (USA) or another location where applicable law prohibits it:

• Hosts may charge pet fees for a guest who is traveling with an emotional support animal
• Hosts are allowed to decline the presence of emotional support animals from a stay 

What we don’t allow:

For jurisdictions where Hosts are required to accept emotional support animals (unless the Host has an exemption), a Host cannot:

• Charge pet fees, decline a guest, or apply different rules, treatment, or behavior to a guest traveling with an emotional support animal
• Ask for information or documentation about a guest’s emotional support animal beyond the questions outlined above for service animals

For jurisdictions where Hosts are required to accept emotional support animals, a guest’s emotional support animal must not be:

• Out of control
• Unhousebroken
• Left alone at the listing without prior approval
• Allowed into areas that are considered unauthorized to the guest
• Allowed in a public space without being harnessed, leashed, or tethered and not under the guest’s control

Reasonable Accommodations

We encourage hosts and guests to communicate in advance of a booking about reasonable accommodations. Hosts should try to accommodate a guest’s reasonable requests around accessibility needs.

What we allow:

Guests are allowed to request reasonable accommodations at a stay that would help them access a stay, and communicate during a reservation. Hosts are allowed to make a reasonable counter offer to a guest’s original reasonable accommodation request.

Hosts are allowed to refuse certain unreasonable or unattainable requests that:

• Increase the safety risk to the Host or others
• Require a structural modification to a building or listing
• Require the Host to take on added responsibilities that are time-intensive or put a significant physical or financial burden on them
• Ask a Host to violate local laws or HOA/building requirements

What we don’t allow:

Hosts are not allowed to refuse a guest’s reasonable request for accommodations when the request is specific, clearly expressed, made with sufficient notice, and is not unreasonable or unattainable (See our list of requests that qualify as unreasonable or unattainable above.)

Hosts are not allowed to commit to providing reasonable accommodation and fail to fulfill it at the time of the reservation.

• Additional considerations:

A Host will not be penalized if the Host’s failure to make a reasonable accommodation is deemed out of their control or if the Host has objectively shown why the request is unreasonable or unattainable for them.

What happens when a Host or guest does not comply with our policies?

We ask our community to work together to make GroupRentals as accessible as reasonably possible. GroupRentals may take steps up to and including suspending or removing the Host or guest from the GroupRentals platform if they are unwilling to comply with our policies.

When you host on GroupRentals, you may be asked to provide information such as your legal name, date of birth, or government ID for verification. These details are required by law as part of a process called Know Your Customer (KYC). If anything’s incorrect, you may not be able to get paid.

KYC requirements

KYC is a regulatory requirement to help protect our community from fraud and to prevent money laundering and terrorist financing. Nearly every large company licensed to issue payments to individuals has to comply with KYC—in other words, we’re required to know who’s getting paid.

Why this is important

If any information is incorrect or incomplete, your payouts may be interrupted until we can verify your Host account, and your account could even be flagged as potentially fraudulent.

How we use your information

Rest assured, we value your privacy and safety. When we ask for personal information, we take proper measures to protect it. We only verify the information you provide to help keep your account secure and to help prevent financial crimes. Read more in our Privacy Policy.

What’s required

The exact information we request may vary by regional regulations. Typically, it includes:

• Your legal name: This is what appears on a government ID or official document. It may differ from your GroupRentals profile name. What you enter as your legal name won’t change your profile name.
• Your home address: This is the physical address where you live, which may differ from your GroupRentals listing address(es). It’s used to confirm your identity and won’t be shown on your listing or shared with guests.
• Your date of birth: You may have entered this elsewhere, but we still need to confirm it.
• Your place of birth, citizenship, and/or nationality: This is only used to confirm your identity.

You may also be asked to provide a government ID.

When business information is required

If you have a registered business, partnership, or a private or public company, and if your Host account is in any way connected to one or more businesses, the KYC process may require us to also verify your business info.

We may also be required to confirm information like your Tax ID as well as government IDs for people associated with your Host account, such as those who manage reservations and payments using your Host account and the owners, managers, or directors of any businesses related to it.

When beneficial owner information is required

A beneficial owner is anyone who directly or indirectly owns or controls more than 25% of a business. If there’s a registered business or legal entity associated with your Host account, you’ll be asked to provide information for these people who own or control the company. This information is also required by KYC in order to prevent financial crimes.

Essential amenities are the basic items that a guest expects in order to have a comfortable stay. These include:

• Toilet paper
• Soap (for hands and body)
• One towel per guest
• One pillow per guest
• Linens for each guest bed

Recommended quantities of each item depend on the number of guests and the length of their stay. For longer stays, if you provide extras of each amenity, this ensures guests have everything they need.

You can decide whether you want to make each guest bed or leave the bed linens neatly stacked. We encourage hosts to communicate with their guests during the booking process to get their preferences.

We strongly encourage hosts to provide essential amenities in all their listings..

While we don’t require hosts to provide essential amenities in their listings, we strongly encourage it. Guests have told us that these are the items they expect for a comfortable stay. And when viewing potential places to stay, guests are able to see the amenities you offer and filter to only see listings that offer the amenities they feel are important.

Guests are more likely to consider a space when listing details are accurate and meet a basic level of professional standards. From time to time, Guests may note that they cannot find things expected during their stay. To build trust and meet expectations, take a moment to confirm or update your listing details so you can deliver a great stay and maintain good reviews. If asked, submit a photo in Manage Your Space to confirm the presence of your amenities. These photos will only be used to confirm an amenity’s presence, and will not be published on GroupRentals.

Amenities Guests expect

Guests expect some basics when they stay with you so they can freshen up and have a good night’s rest.

• Bedding. This includes a bed sheet; a blanket, comforter, or top-sheet; and one sleeping pillow per person with a pillowcase.
• Working locks. For a private room, this means providing a working lock on the door to the private entrance. For an entire home, this means providing a working lock on the main entrance.
• Bathroom basics. This means providing:

• Shampoo and/or 2-in-1 shampoo and conditioner
• Body soap
• Hand soap
• Access to full bathroom facilities, including a seated, flushable toilet, a bathtub or shower, a sink, and hot and cold running water

Facilities

Many Guests group listings specifically for the availability of a pool, hot tub, or gym. If you offer one of these facilities, be sure to specify if it's available for a guest’s private use, or if it’s shared with others.

If you add internet or wireless internet as an amenity, your listing will appear when people search or filter for places with internet.

It may be useful to tell guests that if they use your network, they agree to use it only for legal purposes and they promise not to use it for illegal uploading, downloading, or other illegal activities.

We encourage hosts to use wi-fi safety best practices:

• Create an encrypted (ex: WPA2) guest network, and only share that password with guests after they’ve confirmed their reservation
• Store your router and modem in a secure, locked location in your home that guests can’t access
• Create strong passwords for your router and modem, and change them often
• Routinely check your router and modem for software updates

Hosting a guest with an accessibility need is like hosting any other Guest. Just as you might accommodate a guest by storing their luggage before check-in, there are small ways to make your listing more comfortable. What makes a listing accessible varies depending on the Guest, so the most important thing is to provide clear and accurate information about your listing and make sure to communicate with your guests.

Here are some guidelines for creating a welcoming environment for Guests:

• Engage with them if they have questions about your listing. Answering just a few questions can make a big difference.
• Be willing to accommodate reasonable requests, like moving lightweight furniture or making other small changes if needed. Creating a safe space to navigate comfortably helps immensely.
• Your hosting skills help set the tone for a great trip, so be your friendly self.
• Be ready to host service animals, which aren’t considered pets. Service animal owners can’t be charged a pet fee.

You’re not expected to:

• Make assumptions about a Guest’s needs or requirements and/or make a determination if your space works for them. Communicate with them directly to see what they need.
• Make renovations to your listing—each space is unique and different, and capturing that information accurately is what’s most important.
• Make changes that you’re unable to do safely or reasonably, such as moving heavy furniture. We understand that Hosts can have their own physical limitations that may prevent them from safely making some changes, so communicate with your Guests if you’re unable to meet their needs.

Not all places will work for all Guests, whether or not they have accessibility needs. By setting expectations, making sure your listing is accurate, and being accommodating for reasonable requests, you optimize the number of Guests who can stay at your listing.

Making your space more comfortable

Before making a reservation, a Guest may ask you to do a few things to make your space more suitable for them.

Most requests can be taken care of in less than 10 minutes and can be added to your regular routine for welcoming Guests.

Examples of reasonable requests include:

• Placing household items in an agreed-upon spot prior to check-in (ex: placing cutlery or glassware in a designated cabinet for easy-use).
• Repositioning lightweight furniture, such as moving a chair or table to create a wider path, or making sure outlets are accessible.

Use your best judgment when deciding if a request is reasonable, but remember: You can’t decline a reservation simply because the Guest has a disability. This doesn’t align with GroupRentals’ nondiscrimination policy, which supports our commitment to finding safe and accessible spaces around the world for our guests.

We welcome listings hosted by professional hospitality businesses on GroupRentals that offer unique spaces and personal hospitality to the GroupRentals community.

GroupRentals has some guidelines for the types of hotels and professional hospitality businesses. By listing as a hotel or professional hospitality business you represent that:

• Your properties have appropriate business licenses (where applicable)
• You are legally responsible for property management and authorized to sell rooms within the property (as a hotel or professional hospitality business) directly to the public

Properties should have a unique, independent environment and style (for example, boutique or lifestyle hotels, not mass-market chains). Some of the qualities that make these properties a particularly good fit for GroupRentals include:

• Vibrant common gathering spaces and/or events
• Guest rooms with personal touches that are individually unique and/or local in design
• High-quality photos on the listing page that showcase the design of the property and what guests can expect
• Accessibility features that are helpful to guests with limited mobility

Along with our basic requirements for hosts, these standards for hotels and unique spaces help ensure that we’re meeting guests’ expectations.

Affected property types

GroupRentals’ standards for hotels and other hospitality businesses apply to the following property types:

• Boutique hotel
• Hotel
• Bed & breakfast
• Serviced apartment
• Aparthotel
• Casa particular
• Condohotel
• Heritage hotel
• Hostel
• Minsu
• Nature lodge
• Pension
• Pousada
• Resort
• Ryokan

For new listings, the review will begin once a listing is published. We also conduct a retroactive review of all existing listings. You can continue hosting as usual during the review process.

If a listing doesn’t meet our standards

If your listing doesn’t meet our standards, you’ll receive an email letting you know. If the issue is that you’ve chosen an incorrect or ineligible property type, or that your listing isn't categorized correctly within the new categorization system, you can update the property type. Here’s how:

1. 1. Click the link in the email or go directly to Listings
2. 2. Choose a different property type
3. 3. Publish the listing

If you choose another property type that requires a review, the process will start again.

Listings that don’t meet our standards may be permanently removed from GroupRentals.

Sending requests 

Need to send or request money for things related to your GroupRentals trip? No problem! Reach out to our customer service team to open a refund or payment request.

You have up to 60 days after your reservation’s checkout date to submit a Customer Service Claim request.

One thing to note: You may need to add a payment method before sending or requesting money through GroupRentals’ Customer Service Team.

Finding requests

If a Host or Guest requests money for extra services or a refund, you’ll find their request in your email associated with your GroupRentals account on the GroupRentals desktop site.

Need more help?

Every now and then, Hosts and guests aren’t able to make it work. If you haven’t come to an agreement, you’ll see the option to ask GroupRentals to help you mediate.

Issues must be reported to GroupRentals within 72 hours of discovery to be eligible under our Rebooking and Refund Policy.

From there, a dedicated team member will review the info provided by everyone and ask questions (if necessary) before making a final decision.

Hosts aren’t allowed to charge guests a security deposit through our Customer Service Team or outside the GroupRentals platform. Instead, we inform guests at the time of booking that their payment method may be charged if they cause damage during a stay.

There is one exception: Hosts who manage their listings with API-connected software can set a security deposit using our offline fees feature. If a Host has done this, the deposit requirements will be clearly communicated during the booking process.

Damage reimbursements without a security deposit

If a guest, someone they invite, or a pet causes damage during a stay, the Host can request reimbursement from the guest through our Customer Service Team. If GroupRentals gets involved and determines that a Guest was responsible, the Guest’s payment method may be charged.

When deciding whether to become a GroupRentals host, it's important for you to understand how the laws work in your city.

Some cities have laws that restrict your ability to host paying guests for short periods. These laws are often part of a city's zoning or administrative codes. In many cities, you must register, get a permit, or obtain a license before you list your property or accept guests. Certain types of short-term bookings may be prohibited altogether. Local governments vary greatly in how they enforce these laws. Penalties may include fines or other enforcement.

These rules can be confusing. We're working with governments around the world to clarify these rules so that everyone has a clear understanding of what the laws are. 

In the meantime, please review your local laws before listing your space on GroupRentals. More information about your city's laws and regulations may be available on our Responsible Hosting page in the Your City's Regulations section.

By accepting our Terms of Service and activating a listing, you certify that you will follow your local laws and regulations.

As a GroupRentals host, it’s important for you to understand the laws in your city, county, state, province, territory and/or country. As a platform and marketplace, we don’t provide legal advice, but we do want to give you some useful considerations that may help you better understand laws and regulations in your jurisdiction. This list is not exhaustive, but it should give you a good start in understanding the kinds of laws that may apply to you. If you have questions, contact your local government, or consult a local lawyer or tax professional.

• Business Licenses: Many jurisdictions require owners or operators of certain businesses to apply for and obtain a license before the business can be operated. Many local governments have sections of their websites explaining the business licensing process, and providing you with relevant forms and information. Contact your local jurisdiction for more information.
• Building and Housing Standards: Most local governments and many jurisdictions have rules and regulations specifying minimum construction, design, and maintenance standards for buildings, including regulations on habitability, health, and safety. Certain rules applicable to residential and non-residential uses may be relevant to your listing. Some jurisdictions may also require an inspection of your property to make sure it meets minimum habitability standards. Contact your local government to find out what standards apply to your listing.
• Zoning Rules: Most cities or other local jurisdictions have laws that set out the way you can use your home. These rules are often found in a zoning code, planning code, or city ordinances. You should consult these rules or regulations to see if your listing is consistent with current zoning requirements or use definitions, or contact your local government directly.
• Special Permit: Some jurisdictions may require a special permit to rent out your home. Contact your local government to see if you need one, and, if you do, how to get it.
• Taxes: Many jurisdictions require hosts to collect a tax for each overnight stay, and pay that tax to the city or other jurisdiction. Contact your local government to see if you need to collect any taxes. In certain jurisdictions GroupRentals automatically collects and remits certain taxes on your behalf. Learn more.
• Landlord-Tenant Laws: When hosting longer stays, you may be subject to landlord-tenant laws that vary by jurisdiction and may impose more onerous legal obligations on you and provide guests with certain additional legal rights. For example, in certain jurisdictions, guests who stay in a home or apartment for a certain period of time—the exact number of days depends on jurisdiction—may establish rights as a tenant. Generally, this means that local tenancy laws could protect them, and you may not be able to remove them from your property without proceeding through required eviction processes. Consult a local lawyer specializing in landlord-tenant law to learn more.
• Other Rules: It's also important to understand and follow other contracts or rules that might apply to your listing, such as leases, timeshare ownership rules, condo board or co-op rules, homeowners association (HOA) rules, or rules established by tenant organizations. Read your lease agreement and check with your landlord, if applicable. If you live in rent controlled or stabilized housing, there may be special rules that apply to you. Contact your local government to ask questions about this topic.

We're committed to working with local officials to help them understand how GroupRentals benefits our community. Where needed, we will continue to advocate for changes that will allow regular people to rent out their own homes.

More information about your jurisdiction's laws and regulations may be available on our Responsible Hosting page in the Local regulations section.

Being prepared is key. We want to make sure you have everything you need to get your hosting journey off to a great start, and that includes reviewing local laws and regulations when you list your place.

What some cities may require

Many cities have rules that cover home-sharing, and the specific codes and ordinances can appear in many places (such as building, zoning, licensing, or tax codes).

In some areas, you may need to register, get a permit, or obtain a license before you list your place or accept guests. You may also be responsible for collecting and remitting certain taxes.

Your responsibility as a Host

You're responsible for where, when, and how you host, so we want you to be comfortable with the local laws and taxes. You can contact your local government with any questions.

To get you started, we offer some helpful resources about responsible hosting.

We ask that you educate yourself about the laws and regulations in your area and review our Nondiscrimination Policy before listing your place. When you accept our Terms of Service and list your place, you certify that you’ll follow applicable laws and regulations.

According to our Nondiscrimination Policy, you may make a listing available to only guests of your gender when you share living spaces with them (for example, bathroom, kitchen, or common areas).

Important exceptions

If you don’t share living spaces with guests, you may not:

• Decline to rent to a guest based on gender
• Impose any different terms or conditions based on gender
• Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of gender

Note: GroupRentals does not assign a gender identity to our users.

Because housing laws are complex and are applied differently in many cases, GroupRentals can’t provide personalized guidance on what restrictions to age or familial status are permissible for your listing.

The U.S. Fair Housing Act (FHA), for example, protects families with children from discrimination in housing where the listing is offered as a "dwelling." Longer term listings of several weeks may qualify as a dwelling, depending on the particular circumstances.

California's Unruh Civil Rights Act, meanwhile, prohibits "business establishments" from discriminating in the sale of rental housing on the basis of age. Both laws contain exceptions for certain types of accommodations, such as housing developments for senior citizens.

We encourage you to be candid in your listing about what features you believe may be unsafe or unsuitable for guests of a certain age or families with children or infants, and to discuss any concerns with potential guests. You should also learn more about the housing laws applicable in your area, and consult an attorney for advice.

Finally, you should familiarize yourself with GroupRentals’ Nondiscrimination Policy and review the Community Commitment, where you agree to treat everyone in the GroupRentals community--regardless of their race, religion, national origin, ethnicity, disability, sex, gender identity, sexual orientation, or age--with respect, and without judgment or bias.

Here are some tips to help you and your building get on the same page about hosting on GroupRentals:

Know the rules and regulations

Before you start hosting, know what contracts and rules affect you, such as leases, condo board or co-op rules, HOA rules, or rules established by tenant organizations. Pay special attention to any rules about guests or subletting, and ask your building manager if you’re unsure about anything.

Make sure you understand and comply with these rules before listing your space. If you’ve already listed your space, take some time to review these rules and other laws in your city or state to make sure you’re complying.

Make a great first impression

Let your building know more about who you are, how you care for your home, and why you want to host on GroupRentals.

• Tell your building manager about yourself and why you want to host on GroupRentals. If you can’t do this in person, send them a message.
• Show your building manager that you care about your home, your building, and your neighbors. Give them a tour of your space, or share some photos.

Create rules that work for everyone

Collaborate with your building to set guidelines about when and how you’ll host guests. To show your building you’re a responsible host and help them feel more comfortable:

• Agree on how often you’ll be hosting guests
• Set a limit for the number of guests allowed to stay at one time
• Share your home and building rules with each guest. Show your landlord your listing page that details your house rules
• Give your guests emergency phone numbers and a map of emergency exits and evacuation routes

Get your neighbors on board

Show your commitment to being a responsible host by letting neighbors know they can contact you or report an issue with a GroupRentals Host or Guest, and we’ll reach out to resolve it.

Keep everyone in the loop

Building owners and managers can allow their residents to host on GroupRentals with controls and visibility into hosting activity. Building managers can also share portions of the reservation income. 

Ask questions and be confident

If your building manager declines your request to host on GroupRentals, don’t be afraid to ask why. You may be able to address their concerns, help them understand more about GroupRentals.

GroupRentals welcomes many different kinds of listings on our site as long as they meet the following criteria:

• The space is only used for lodging
• The space, if a mobile home, sailboat, yacht, or other vessel, will be semi-permanently attached to a set location and will be parked in a privately-owned space during the reservation
• The space is accurately represented, located where the host says it is, and is bookable by the host

Listings that don’t meet these criteria include:

• Motor vehicles or watercraft intended for mobile use
• Any listing whose primary purpose isn’t serving as a lodging

If we discover a listing that doesn’t meet our guidelines, we may exercise our discretion to limit, suspend, deactivate, or cancel the host's account. Refer to our Terms of Service for more information and other requirements for listing your space on GroupRentals.

Vacation Villas, Reunion Ranches, and Mansion Mainstays—whatever you need, we’ve got! You can easily narrow your search using travel dates and filters to find all the available listings for your group. Read the listings for more detail and group them together on the map to check if they’d be a good fit for your trip.

How to search

• Enter your destination, travel dates, the number of rentals needed, the distance between the properties on your trip, and the number of guests for each rental, then click or tap "Search".
• Filters can help narrow options (e.g., price range). Click or tap "More filters" to view all available filters.
• Scroll through the listings or use the map to find listings in a specific location.
• Click or tap a listing to open it. Read the description, check the available amenities, review the house rules, and read reviews that other guests have left for the host.
• You can also search for neighborhoods, landmarks, and more. If you have a question about a place you have in mind, message the host. When you’re ready to book, follow the booking process.

Using the map

The map is a quick way to review the listings in relation to areas of interest. You can zoom in or move around the map to find additional listings that don’t appear at first. By adding ranges for distance, you can find properties that are within your preferred distance to book together.

Pricing

Keep in mind that many places to stay are unique, and different attributes may affect the nightly rate.

Does your group know exactly what they want, or do they need to whittle down their choices? Search filters are the best way to narrow down the options and make the best decision for everyone!

If you’re flexible, you can select date ranges and types of places to help target your search.

Start with the basics

• Destination
• Check-in and checkout dates
• Total number of guests and pets
• Number of preferred properties

Popular filters

At the top of the search results page, you’ll find other popular filters, such as:

• Type of place: From shared rooms to entire places, you can request the types of properties you are offered.
• Price: Use the sliding scale to narrow down your search within your price range.
• Cancellation flexibility: Think your plans may change? Find stays whose cancellation policies offer flexibility.

More filters

• Rooms and beds: Bedrooms, bathrooms, beds—choose the number that’s right for your group.
• Property type: It's your group, so what's everybody’s vibes? Search for villas, hostels, apartments, and more, with each property type catering to the right people.
• Amenities: Some people need a working kitchen, others want a TV, and the rest want free parking. Choose what you need in every property so everyone is comfortable.
• Facilities: Pool? Gym? Make sure to double-check and get what you want!
• Accessibility: Need step-free entry or grab bars in the shower? Select features for comfort and safety.
• Host language: Choose Hosts who speak a language you know.
• House rules: Do you want somewhere that allows pets? Are you planning on having any local visitors during your stay? Search for places with rules that suit you.

Search by Categories

Your ski retreat is scheduled, but you’re still not sure where everyone will stay? If groups need inspiration, they can browse GroupRental Categories—collections based on a stay’s unique style, location, or proximity to an activity—to help them find the stay (and style) that’s right for them. Guests can discover more flexible ways to travel—browsing millions of homes they never knew existed.

How it works

If a guest or group searches for a specific destination, their search results will include all listings. In addition, Categories will be displayed, making it even easier to discover incredible properties within (or just beyond) their search area.

If they don’t search for a specific destination, a selection of Categories may appear depending on seasons, location, and any previous guest searches.

Search by Split Stays

Want to split longer stays between two different homes?

Guests can try using Split Stays—a feature that pairs two consecutive stays for the span of their dates, allowing them to explore different homes, neighborhoods, or even different destinations, during their trip.

For example, if they’re browsing the Surfing category, Split Stays may show them a pair of homes in Santa Barbara and La Jolla, and then display the distance between both stays on a map so they’ll know where both homes are (and which stay is first). Once they select a Split Stay, they’re guided through an easy-to-use interface to book each stay—one home at a time.

Read more about how to book Split Stays.

Even the best-laid plans can change. GroupRental Hosts get that, which is why many of them offer plenty of time to cancel your reservation penalty-free if something comes up.

Now you can find listings with more flexible cancellation policies by using our search filter. You can search for listings that offer a full refund if you end up needing to cancel, even if it’s close to your departure date.

To use this filter, simply enter your destination and travel dates. On the listings page, you can select the cancellation filter to show only listings that offer:

• A full refund of nightly rate if you cancel at least 1 day prior to arrival, or,
• A full refund of nightly rate if you cancel at least 5 days prior to arrival

You can see the specific cancellation policy your Host/s have set on their listing before you book, which will tell you what date you need to cancel by to avoid any penalties.

Seasoned travelers know there isn’t just one New York— SoHo and Midtown are very different places to Brooklyn and Queens! Each neighborhood within a city has its own unique energy.

You can search for a specific neighborhood, landmark, or street the same way you would for a city—by typing it into the Location field. (e.g., “West 42nd Street, NYC”.) You’ll also find neighborhoods and local points of interest identified on the map in your search results.

Learn more about the local area

Hosts are more than happy to talk about the neighborhood and will often leave a brief description by the map on their listing, if not in the introductory description. They might have even created a guidebook outlining their favorite spots to give you more local flavor—if so, you’ll find that on the listing, too.

Lastly, don’t forget to read the reviews to find out what other Guests think about the area.

When traveling with a group, it's always important to make sure that everyone feels welcome and comfortable—and we want to make it easier for people with disabilities and other accessibility needs to travel.

Now you can search for a wide entrance, a place with no stairs or steps, or other accessibility features to help you find a place that meets your needs.

Accessibility features

• Step-free guest entrance
• Step-free route to guest entrance
• Guest entrance wider than 32 inches
• Accessible parking spot
• Step-free bedroom access
• Bedroom entryway wider than 32 inches
• Step-free bathroom access
• Bathroom entryway wider than 32 inches
• Shower or bath chair
• Step-free shower
• Toilet grab bars
• Shower grab bars
• Ceiling or mobile hoist

Where to find accessibility information on a listing

• Listing description: Hosts often add accessibility information in the listing description
• Accessibility section: Hosts provide photos of the accessibility features at their place
• Contact the Host: If you’d like more information about the accessibility features at a place, use the Contact Host button

Nondiscrimination Policy

As part of our commitment to inclusion and respect for everyone in our community, our Nondiscrimination Policy doesn't allow Hosts to turn down a guest simply because they have a disability. We're working to make the GroupRentals community more disability-friendly by giving Hosts and guests opportunities to share accessibility information.

As long as you enter your destination, travel dates, and number of guests/groups when searching on GroupRentals, all listings that appear should be available.

You can also consider messaging the Host to confirm availability, along with any other details. We encourage Hosts to keep their calendars up to date, but it doesn’t hurt to check.

Entire place

Entire places are best if you're seeking a home away from home. With an entire place, you'll have the whole space to yourself. This usually includes a bedroom, a bathroom, a kitchen, and a separate, dedicated entrance. Hosts should note in the description if they'll be on the property or not (e.g., "Host occupies first floor of the home"), and provide further details on the listing.

Private rooms

Private rooms are great when you prefer a little privacy, yet still value a local connection. When you book a private room, you'll have your own private room for sleeping and may share some spaces with others. You might need to walk through indoor spaces that another host or guest may occupy to get to your room.

Hotel rooms

Whether private or shared, hotel rooms provide a level of service and hospitality associated with traditional hotels. The rooms are available in boutique or lifestyle hotels, hostels, bed and breakfasts, or similar properties. They typically include vibrant common areas and rooms with unique touches.

Shared rooms

Shared rooms are for when you don't mind sharing a space with others. When you book a shared room, you'll be sleeping in a space that is shared with others and sharing the entire space with other people. Shared rooms are popular among flexible travelers looking for new friends and budget-friendly stays.

In addition to looking for places to stay based on room type, you can also filter searches to look for something more specific like a pool or to browse listings that are good for traveling with a family.

Whether you’re looking for pet-friendly or pet-free, you can find a listing’s pet policy in its House Rules section. Even if a listing says pets are allowed, always contact the Host to confirm, tell them about the pet(s) you plan to bring, and find out if restrictions apply. For instance, pets may not be allowed on beds or sofas.

Find out if pets live at the property

Hosts must list if pets live at their place, so check the Things to Know section under Health and Safety to find out if pets are mentioned.

Service animals

We recognize that service animals are not pets, and that they serve a critical function for their owners. A Host is required to accept service animals (even if they don't allow pets), except in limited health and safety circumstances.

Self check-in means guests can access a place without needing the Host to be there. Any time after their designated check-in time on their arrival date, guests can conveniently gain access via:

• A key lockbox
• A smartlock
• A keypad
• A key or access via the building staff, such as a doorperson or front desk attendant, who must be available 24/7 to do so

When browsing the reviews for a particular listing, you may notice that some reviews contain tags identifying the type of stay a Guest had. These tags were designed to help you find reviews that may be relevant for your trip.

The tags that you may find on listings are:

• LONG STAY: stays where the guest(s) stayed for at least 28 days
• WEEKEND TRIP: reviews of weekend stays that started on a Friday or Saturday and ended on a Sunday
• LAST MINUTE TRIP: any stays booked less than 2 days in advance
• GROUP TRIP: reviews of stays with at least 4 adults and no children or infants
• FAMILY TRIP: review of stays with at least one child or infant

These tags may or may not be displayed depending on the search options you’ve chosen for your particular stay.

You want a place to stay that’s not only comfortable, but connected too. To help you determine if their place suits your needs, some hosts have tested the wifi speed in their space and added this speed result to their listing page. Hosts run the speed test through the GroupRentals app and are responsible for making sure the wifi speed shown on their listing page is accurate, available throughout the listing, and representative of what you can expect when you stay at their place.

Understanding wifi speeds at each listing

To find out the wifi speed at a listing:

• Go to the What this place offers section
• Next to Wifi, you’ll find the download speed in Mbps. If the wifi is greater than 50 Mbps, you’ll see Fast wifi instead of Wifi
• If you go to Show all amenities and scroll to the Internet and office section, next to Wifi, you’ll see more details about what activities different speeds can generally support

The wifi speed test only measures the download speed, so there aren’t any specific details about the upload speed or latency. Feel free to reach out to your host about more of these specific details.

Please note that the wifi speed during your stay can depend on network conditions like available bandwidth, where you are in the listing, and other activity happening on the network at the same time you're using it.

The details about the download speed are only available if the host has run the speed test through the GroupRentals app and added this to their listing. The speed is collected at one point in time, and while hosts may choose to run these speed tests regularly, this isn't required.

How the wifi speed is collected

M-Lab’s speed test measures the listing’s internet connection’s download speed—that’s how fast information can transfer to you. It affects things like watching videos, transferring large files, and even how fast a web page loads.

The test results depend on a number of factors, including:

• The specific network or equipment setup at the listing
• Network conditions (like available bandwidth and other activity happening on the network)
• Where testing servers are located

A non-refundable option is a discount that lets you book at a lower price but can’t be canceled for a full refund unless you have an extenuating circumstance. Hosts can offer it on top of other discounts like monthly or weekly discounts.

The discounted price is the one you’ll see in search results and will be available for booking until:

• 1 day before desired check-in for Flexible cancellation listings
• 5 days before desired check-in for Moderate cancellation listings
• 14 days before desired check-in for Strict cancellation listings

Learn more about GroupRentals cancellation policies.

After that, you’ll have to book at the standard rate.

Some cities require Hosts to obtain a license or registration number to list their places on GroupRental. The corresponding field on their listing allows them to show that number for compliance.

Not every city requires this, so the absence of a registration number does not mean the Host is not compliant—they’re just not required to register.

Instead of a number, you might find another message in that field:

• City registration pending: The Host has started the registration process but hasn’t been granted a license or registration number yet—it’s totally fine to book these listings
• Exempt: The listing is exempt from registration for reasons determined by the city—these listings are also perfectly fine to book

Don’t transact outside GroupRental

In rare cases, a Host might abuse this field on their listing by entering a phone number or an email address, encouraging you to contact them directly to book outside of GroupRental. Don’t fall for it—remember: If you transact off the GroupRental platform, you will not be protected under our Terms of Service, cancellation and refund policies, Host Guarantee, Host Protection Insurance program, and other safeguards.

If someone asks you to do this—or you think someone might be abusing this field—let us know and click the flag icon to report the listing.

Welcome to GroupRentals! From here, you can go anywhere—but first, a little help to get you on your way.

Introduce yourself

It’s tempting to go straight into search, but first things first: Complete your profile. This gives potential Hosts a chance to learn about you while reviewing your trip requests. Be sure to verify your ID and include a profile photo, too—some Hosts require them.

Find your happy place

Is it just us, or is planning a trip almost as fun as going on one? With millions of unique places around the world, you’re destined to find one that has everything you need for a comfortable and memorable stay.

When searching for a group booking, include your dates and number of guests to get the most accurate pricing for every property.

Carefully review the following for each listing:

• Description
• Photos
• Reviews
• House rules
• Amenities
• Cancellation policy

Feel free to message any Host with additional questions—they’ll typically respond within 24 hours.

Once you’ve settled on the listings you want, book them!

To help ensure the safety and privacy of Guests and Hosts, complete your booking before asking to visit. We only release contact information after reservations are confirmed.

Additionally, be sure to keep all booking, messaging, and financial transactions directly on the GroupRentals website or app.

How to learn more before you book

There are plenty of ways to get a clear idea of a place without visiting the property:

• Review the listing carefully and message the Host with specific questions
• Check out their profile verifications
• Read reviews for more detail
• Browse verified photos

Search by Categories

Bags are packed and not sure where to go? If Guests need inspiration, they can browse GroupRentals Categories—collections based on a stay’s unique style, location, or proximity to an activity—to help them find the stay (and style) that’s right for them. Guests can discover more flexible ways to travel—browsing millions of homes they never knew existed.

How it works

If a Guest searches for a specific destination, their search results will include all listings. In addition, Categories will be displayed, making it even easier to discover incredible homes within (or just beyond) their search area.

If they don’t search for a specific destination, a selection of Categories may appear depending on seasons, location, and any previous guest searches.

Before you book

• Introduce yourself. Share your bio in your profile and verify your identity. Hosts like to know who you are and might be more likely to accept your request.
• Make sure it’s a match. Examine the photos, reviews, and house rules to ensure the space and hosting style suit your needs.
• Say hello. Feel free to contact Hosts with any questions.

Before your trip

• Talk to your Host. Communicate your expectations and special needs clearly.
• Give them a heads up. Let them know if you’re likely to be late for check-in.

On your trip

• Make sure to arrive on time, and follow all house rules.
• Be polite. Enjoy the place as if you were staying with friends, and be respectful of the neighbors.
• Be sure to inform your Host if you are planning to entertain other members of your group at their property.
• Reach out. When in doubt, message your Host/s with questions and concerns.

After your trip

• Leave a review. Always leave an honest review for your Host/s. They’ll be invited to do the same for you.
• Be constructive. Let them know what you liked, what needs work, and don't hesitate to sing their praises if you want to.

When booking a Group Trip, we need to know some basic information about you.

At a minimum, we need your:

• Full name
• Email address
• Confirmed phone number
• Payment information

Identity verification

Depending on your destination and other factors, we may need to verify your identity as part of the booking process. We may ask you to provide us with:

• Legal name, address, and/or other personal information. Often, these are sufficient for us to verify your identity.
• Photo of your Government ID. This could be a driver’s license, passport, identity card, or visa.
• Selfie. We may need to ask you for a photograph in case we are unable to verify your Government ID. If you can’t provide a selfie that matches your Government ID, you can contact us for an alternative verification method.

The Host may ask for:

• Agreement to house rules
• Verified ID

Some Hosts only take bookings from guests with a verified identity. This may include a confirmed Government ID—for example, where there are restrictions on the building where the listing is located.

Note: Some regions have laws that require guests to register with local authorities. This can be done directly with the local authorities or at the accommodation on behalf of the authorities.

Where there is a law that requires guests to register with local authorities, the registration request may come from a bed and breakfast, hostel, or hotel room listed legitimately on GroupRentals.

Additionally, Hosts can request ID upon check-in, if done in person and if the requirement is in the Host’s house rules at the time of booking.

Your privacy is important to us

Your identification information is handled according to our Privacy Policy and isn’t shared with your Host or guests. We only share:

• First name. This is your first name as it appears on your profile
• Verification status. Whether your identity has been verified.

Hosts never see your payment information or your email address, even after you book. We'll email you whenever a message is sent to your Inbox.

We all love to wander the world, but it’s against our Terms of Service for anyone under the age of 18 to create an account to travel or host.

Many of our Hosts pride themselves on creating spaces for memorable family vacations. And some Hosts specify that their space may not be safe or suitable for children or infants. Everything should be in the listing details, but feel free to message the Host if you have questions.

Let the Host know who’s coming—including infants and children—when making a trip request. While infants (children under 2 years old) don’t often incur any extra costs, some Hosts count children as guests, which can add an additional guest fee to the reservation.

Familial status considerations

GroupRentals is committed to developing an inclusive and respectful community that is welcoming of all people, but some listings have features that may be of concern to families traveling with children or infants. Where the law allows, Hosts can place reasonable restrictions on the use of their listing, but if any Guest feels they’ve been discriminated against because of their familial status, we will immediately investigate and help the Guest find another place to stay.

Our community is built on the principles of inclusion, belonging, and respect, which includes welcoming and supporting people with disabilities. In general, guests who require reasonable accommodations and services should not be discriminated against or denied service while using GroupRentals.

In some jurisdictions, legal requirements may expand or limit the reasonable accommodations a Host must provide. Hosts and guests must comply with these legal requirements.

Service Animals and Emotional Support Animals

Service Animal: A dog or miniature horse that is individually trained to do work or perform tasks for people with disabilities.

What we allow:

Guests are allowed to be accompanied by service animals during a stay and are not required to disclose the presence of a service animal before booking. A Host may qualify for an exemption in certain circumstances — for instance, if the service animal directly threatens their health or safety.

Hosts are only allowed to ask the following about a guest’s need for a service animal:

• Whether the guest requires their service animal because of a disability
• What work or task the service animal has been trained to perform

What we don’t allow:

When a guest is accompanied by a service animal, Hosts are not allowed to:

• Refuse a reservation
• Charge pet fees or other additional fees
• Apply differential treatment
• Use discriminatory language
• Hold guests to different rules

A guest’s service animal must not be:

• Out of control
• Unhousebroken
• Left alone at the listing without prior approval
• Allowed into areas that are considered unauthorized to the guest
• Allowed in a public space without being harnessed, leashed, or tethered and not under the guest’s control

Emotional Support Animal: An animal that provides companionship, relieves loneliness, or helps with depression, anxiety, or certain phobias but is not required to have special training to perform tasks that assist people with disabilities

What we allow:

Unless the reservation is a stay in New York or California (USA) or another location where applicable law prohibits it:

• Hosts may charge pet fees for a guest who is traveling with an emotional support animal
• Hosts are allowed to decline the presence of emotional support animals from a stay

What we don’t allow:

For jurisdictions where Hosts are required to accept emotional support animals (unless the Host has an exemption) a Host cannot:

• Charge pet fees, decline a guest, or apply different rules, treatment, or behavior to a guest traveling with an emotional support animal
• Ask for information or documentation about a guest’s emotional support animal beyond the questions outlined above for service animals

For jurisdictions where Hosts are required to accept emotional support animals, a guest’s emotional support animal must not be:

• Out of control
• Unhousebroken
• Left alone at the listing without prior approval
• Allowed into areas that are considered unauthorized to the guest
• Allowed in a public space without being harnessed, leashed, or tethered and not under the guest’s control

Reasonable Accommodations

We encourage hosts and guests to communicate in advance of a booking about reasonable accommodations. Hosts should try to accommodate a guest’s reasonable requests around accessibility needs.

What we allow:

Guests are allowed to request reasonable accommodations at their booking. Hosts are allowed to make a reasonable counter offer to a Guest’s original reasonable accommodation request.

Hosts are allowed to refuse certain unreasonable or unattainable requests that:

• Increase the safety risk to the Host or others
• Require a structural modification to a building or listing
• Require the Host to take on added responsibilities that are time-intensive or put a significant physical or financial burden on them
• Ask a Host to violate local laws or HOA/building requirements

What we don’t allow:

Hosts are not allowed to refuse a Guest’s reasonable request for accommodations, when the request is specific, clearly expressed, made with sufficient notice, and is not unreasonable or unattainable.

Hosts are not allowed to commit to providing a reasonable accommodation and fail to fulfill it at the time of the reservation.

Additional considerations:

A Host will not be penalized if the Host’s failure to make a reasonable accommodation is deemed out of their control or if the Host has objectively shown why the request is unreasonable or unattainable for them.

What happens when a Host or Guest does not comply with our policies?

We ask our community to work together to make GroupRentals as accessible as reasonably possible. GroupRentals may take steps up to and including suspending or removing the Host or Guest from the GroupRentals platform if they are unwilling to comply with our policies.

Contacting Hosts is as simple as sending them a quick message on GroupRentals to let them know you’re interested in their place.

For your safety and privacy, Guests and Hosts only receive each other's phone numbers after a reservation is confirmed.

After your trip is confirmed

If you have an accepted reservation, you can reach the Host by going to Trips, finding the reservation, and contacting the Host from there.

After your trip is completed

Need to follow up with a Host post-trip? You can send a message to your Host via your inbox.

If you have any payment issues that you need to resolve, you can do so in the Resolution Center.

You’re more than welcome to contact a Host at any time. Sometimes, you’ll have to—other times, it’s simply a good idea.

When it’s a good idea to reach out

• If you have a question: You should be clear about what to expect. Just check the listing description to make sure the answer isn’t already there.
• If you’re already booked but you need more info: You can use your Inbox to message the Host or go to your Trips.

Haven’t heard back?

Most Hosts respond within a few hours, but time zones and lack of internet access might slow things down. In the meantime, try reaching out to other Hosts in the area. Just be careful not to send more than one trip request for the same dates to ensure you don’t end up double booked.

Some Hosts ask guests to sign contracts or rental agreements. This is so the Host can legally enforce certain rules protecting themselves and their property.

You should be made aware of this requirement before you book, and you’re not obliged to sign anything. If you’re not comfortable with it, you can discuss it with the Host or find another place to stay.

If you made a reservation and then the Host tells you about the contract, you can decline to sign it and ask your Host to cancel your reservation.

When you send a Group Booking request, you’re sharing your enthusiasm with the Host, not your personal information. Before you book, a Host will only be shown your first name and identity verification status when you message them. Your full name and profile photo will be shared with the Host after your booking is confirmed.

Note: If you’re a guest and an Oregon resident, Hosts will be shown your initials instead of your first name prior to booking. Your full name won’t be shared until the booking is confirmed.

Need to add another property to your booking or change the dates of your reservation before it’s confirmed? Here are a few things to know.

Understand when you can cancel

First, check the status of your request. If the Hosts have already accepted it, then it’s subject to their cancellation policy. If it’s still pending, you can cancel, and you won’t be charged for the reservation or the service fees.

How to cancel a pending Group Booking request

Reach out to our customer support team who can help with the request.

Your reservation status keeps you updated on all kinds of things, such as whether you're confirmed or need to do something like verify your ID or leave a review.

A Confirmed status means you’re good to go! You’ll receive an email saying so, along with a text (SMS) and a push notification if you have those set up.

Your reservation status lets you know how things are going.

• Arriving today: The Guest/s will arrive within 24 hours.
• Arriving tomorrow: The Guest/s will arrive soon, but not within 24 hours.
• Arrives in __ days: The Guest/s will be checking within said number of days. Now’s a good time to print reservation details and coordinate check-in if you haven’t already.
• Awaiting guest ID: The Host is requiring the guest to verify their identity before accepting the trip request. They have 12 hours to do so; otherwise, the request will expire.
• Awaiting guest review: The Guest/s have checked out and have 14 days to write a review of their stay.
• Awaiting payment: The trip request was accepted, but the Guest’s payment hasn’t gone through. The reservation can’t be confirmed until payment is complete, so they have 24 hours to update their payment information. Otherwise, the reservation will be canceled without penalty.
• Canceled: The reservation was canceled, probably because:
  • The guest didn’t verify their identity within the 12-hour time period
  • Their payment didn’t go through and they didn't update their payment info within 24 hours
  • Canceled by you/guest/Host/GroupRentals: Either the Host, the Guest, or GroupRentals cancel a confirmed reservation. Sometimes, GroupRentals may cancel on behalf of a Host or Guest.
• Checking out today: The Guest will check out within 24 hours.
• Change pending: Either the Host or Guest has initiated a trip change request.
• Confirmed: The Group Booking was accepted. GroupRentals has collected payment.
• Currently hosting: The Guest is on their trip at this very moment. Nice!
• Review guest: The trip is over, and the Host has 14 days to leave a review for the Guest.
• Special offer sent: The Host has invited the guest to book the dates shown at a different price from what’s listed. Hosts often do this to offer a discount or add an additional amount, such as a pet fee, to the reservation. The Guest has 24 hours to accept by choosing Book Now—at which point, the reservation is automatically accepted.
• Trip changed by GroupRentals: Our customer support team has changed the trip details on behalf of the Host or Guest/s.
• Trip change declined: The Host has declined the guest’s request to change details about their trip.
• Trip change requested: The guest has requested to change details about their trip. If the Host doesn't accept, they’ll have to go with the original plan or cancel.
• Trip change sent: The Host has requested to change details about their trip. If the Guest doesn’t accept, they’ll have to go with the original plan or cancel.
• Trip declined: Guest asked a trip question and the Host declined it, which means the Guest is not able to send a trip request. This may be due to a change in their availability.

You’re more than welcome to contact a Host at any time. Sometimes, you’ll have to—other times, it’s simply a good idea.

Good times to reach out

• Before sending a trip request: You could send a preemptive hello or double-check that their place is available.
• If you have a question: You should be clear about what to expect. Just check the listing description to make sure the answer isn’t already there.

When you’ll hear from them

Hosts have 24 hours to accept or decline your request, but the vast majority reply within 12 hours. Chances are, it’ll be even quicker: More than half of all trip requests are accepted within one hour of the Host reading it.

You can check the status of your group booking request any time you like, but you’ll also receive email updates when things change.

When a Host confirms your request, your payment will be processed and collected in full by GroupRentals. If they decline or let it expire, you won’t be charged and you’re free to book a different stay.

Need more info from your Host?

You can use your Inbox to message the Host or go to your Group Bookings.

Haven’t heard back?

Most Hosts respond within a few hours, but time zones and lack of internet access might slow things down. In the meantime, try reaching out to other Hosts in the area. Just be careful not to send more than one trip request for the same dates to ensure you don’t end up double booked.

Checking out your Guests’ photos is a great way to get to know them.

Hosts are asked to respond to reservation requests, booking inquiries, and all other messages from Guest/s within 24 hours because quick responses build trust in our hosting community, making it easier for Guest/s to find a place to stay.

If you got a booking inquiry or reservation request, responding within 24 hours helps you move toward a confirmed reservation. Guest/s who have already checked in or are planning a future trip appreciate quick responses, too.

What counts as a response?

A response depends on what kind of communication you got from the Guest/s.

• If you have a Reservation Request, accepting or declining counts as a response
• If you have a booking inquiry, you can do any of the following to respond within 24 hours:
• Send a message
• For all other messages from current or potential Guest/s, send a message to keep your response rate up

What if I don’t respond within 24 hours?

Taking longer than 24 hours to respond will count as a late response, which will decrease your response rate and increase your response time. Your response rate can impact your listing’s position in search results.

Guest/s with pending or confirmed reservations won’t see any updates or changes you’ve made to your listing.

When making a reservation, Guest/s search for and book listings that meet their specific travel needs. As a host, you’re responsible for making sure your listing is represented accurately at the time of the booking.

If you’ve removed an amenity your upcoming Guest/s were expecting, message your Guest immediately. If they no longer wish to keep the reservation, you'll be responsible for canceling it so your Guest can re-book elsewhere.

It happens—plans change! If a Group of Guests needs to cancel their reservation, we’re here to help you with a quick rebound.

When a group cancels:

• We’ll notify you immediately
• We’ll unblock the reservation dates
• We’ll coordinate payouts and refunds

Cancellation payouts

If you're owed a payout, you'll receive it 24 hours after your Guest’s scheduled check-in time.

If this is your first time hosting, we may hold the payout until 30 days after the reservation was confirmed. Find out more about payouts.

Guest refunds

Guests who cancel will receive an automatic refund if your cancellation policy permits it. Even if it doesn't, they may qualify for a refund under our Rebooking and Refund Policy, or if there’s an extenuating circumstance.

Was your Guest's stay not up to your hosting standards? Contact us to issue a partial refund.

Cancellations after check-in

If a Guest cancels after they’ve already checked in, they must vacate your listing immediately, and the terms of your cancellation policy will still apply.

GroupRentals Guests look forward to their trips, but we understand there are times when you may need to cancel. When you do, we recommend you also send your Guest a message as soon as possible.

Cancellation penalties

Canceling a Guest's reservation can have serious implications for their trip, so we may apply penalties if the cancellation does not meet certain extenuating circumstances.

While cancellations by Hosts are rare, and some cancellations are beyond a Host’s control, certain cancellations by Hosts can disrupt Guest plans and undermine confidence in our community. For that reason, under certain circumstances, if the Host cancels a confirmed stay reservation, or if the Host is found to be responsible for a cancellation under this Policy, GroupRentals may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on Guests, the broader Host community, and GroupRentals. We will waive the fees and, in some cases, the other consequences if the Host cancels because of Extenuating Circumstances or certain valid reasons beyond the Host’s control.

Cancellation fees

We will impose fees subject to a minimum cancellation fee of $50 USD and a maximum cancellation fee of $1,000 USD per property. The fee is based on the reservation amount and when the reservation is canceled:

• If the reservation is canceled 168 hours or less before check-in, or after check-in, the fee is 65% of the reservation amount for the nights not stayed
• If the reservation is canceled more than 168 hours, and 30 days or less, before check-in, the fee is 40% of the reservation amount
• If the reservation is canceled more than 30 days before check-in, the fee is 20% of the reservation amount

When calculating cancellation fees, the reservation amount includes the base rate, cleaning fee, and any pet fees, but excludes taxes and guest fees. If the calculated cancellation fee is less than $50 USD, it will be adjusted up to $50 USD, and if the calculated fee is more than $1,000 USD, it will be adjusted down to $1,000 USD.

Situations in which fees may not apply

We will waive the fees set out in this Policy in appropriate situations, for example, if the Host cancels because of Extenuating Circumstances or certain valid reasons beyond the Host’s control.

In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.

Hosts who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the evidence.

Other consequences

In addition to a cancellation fee, other consequences may apply, such as preventing the Host from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar. A calendar block prevents the Host from accepting another reservation for the Listing on the affected dates.

Hosts who repeatedly cancel confirmed bookings without a valid reason may experience other consequences, as explained in our Terms of Service. For example, Hosts may have their Listing or account suspended or removed.

When a Host is found responsible for a cancellation

Where this Policy mentions a Host being found responsible for a cancellation, it refers to situations where conditions are grossly and materially different from how the Listing was described at the time of booking. Examples may include: double-booking a Listing, substituting another property for the Listing booked by the guest, or gross Listing inaccuracies that materially disrupt a guest stay, like advertising a pool when no pool is available for use by guests.

Other things to consider

A Host must promptly cancel a reservation that the Host cannot honor and may not encourage the Guest to cancel the reservation.

Providing false statements or materials in connection with this Policy violates our Terms of Service and may result in account termination and other consequences.

This Policy applies to cancellations that occur on or after the effective date. Any right that Guests or Hosts may have to initiate legal action remains unaffected. Any changes to this Policy will be made in accordance with our Terms of Service.

If your plans change and you have to cancel a Guest's reservation, your Guest will be notified immediately via email and sent rebooking options similar to your listing.

You won't receive a payout for the canceled reservation, and your Guest will be given the opportunity to request a full refund or get help booking a new place.

Because cancellations disrupt Guests' plans and impact confidence in the GroupRentals community, we apply additional penalties to Host cancellations regardless of which option your Guest chooses.

If you want to restore a canceled reservation, you’ll need to contact the Guest and have them make a new reservation. GroupRentals can’t help restore a reservation once it’s been canceled.

Message your Guest and ask if they agree to your booking factors (ex: nightly price and cancellation policy) before rebooking. After reaching an agreement, you can send them a special offer with the specific agreed booking details. Your Guest has 24 hours to accept the special offer.

If a Host has to cancel for unavoidable reasons, we’ll work with them and help their Guests find another place to stay, without the Host incurring cancellation fees. These situations include:

• Valid reasons beyond the Host’s control, such as emergency repairs (like a gas leak or a burst pipe) or serious personal illness that prevents hosting
• Proof that a Guest intends to break house rules, have an unauthorized party, or otherwise violate any agreed upon terms for their stay. 
• An extenuating circumstance, such as declared emergencies and epidemics or government travel restrictions

To cancel in one of these situations, a Host may be required to submit proof. For example, they might be asked to provide photos, videos, and other documentation in the case of emergency repairs, or a letter from a doctor in the case of serious personal illness.

If a Host cannot honor a reservation, it’s their responsibility to cancel in a timely manner to allow their guest time to adjust their plans. If the check-in time is within 24 hours, the option to cancel online won't be available—you'll need to contact us directly.

If a problem stems from an API software provider and the Host needs to cancel a reservation as a result, the Host must provide evidence of the API software provider’s outage or incident for consideration when requesting a fees and consequences waiver.

It’s important to know that Hosts should never cancel for any reason that violates our Nondiscrimination Policy, and any misrepresentations regarding the reasons for canceling can lead to consequences.

If you’re not sure if your situation qualifies here, contact us before you cancel, and read about our cancellation policy fees.

Your cancellation policy may be overridden in certain situations. In these cases, the Guest may be given a full refund in accordance with our Terms of Service. Such cases include the following:

• The place is inaccessible, unclean, unsafe, or there’s an animal that wasn’t declared
• The Guest/s can’t reach the Host
• The Guest contacts us within 24 hours of finding a serious issue that the Host either can’t or won’t help with
• The Guest needs to cancel because of an extenuating circumstance

Sometimes, unexpected events and emergencies pop up at the last minute. If you need to change or cancel a Guest's reservation, you have options.

Reservations become active 24 hours before check-in. At that point, you might notice a reservation’s status switch to “Arrives tomorrow.”

Changing

You can change a confirmed reservation the same way you’d change an upcoming one: Contact your guest directly to work it out or reach out to the GroupRentals customer support team.

Canceling

Canceling within 168 hours of check-in, or after a trip has started, is a special situation, however—you’ll need to contact us for help with that.

In either case, message your Guest to let them know what’s going on.

An unresponsive guest might worry you, but keep calm. If your guest doesn’t respond to your trip change request, the reservation details will remain as is.

When to send a message

Because your Guest’s reservation was already confirmed, a trip change request may come as a surprise to them. To ensure they have time to consider your changes, there’s no time limit for their response.

That said, if your request is important or urgent, send a message reminding them to accept or decline it. You can also try canceling the request and sending a new one.

If you’ve tried messaging and still can’t get hold of your Guest or reach an agreement,  please contact us.

Wondering if you’re allowed to say no to proposed changes for a confirmed reservation? Of course! Both Guests and Hosts can decline trip change requests. If you decline, the proposed changes don’t take effect, and the existing reservation details remain as is.

It can happen to the best of Hosts: The wifi is a no-show, or the hot tub isn't hot. If something gets in the way of your Guest's good time, you can send them a full or partial refund before, during, or after their stay. We'll notify them right away, and process the refund within 48 hours. 

Once you send the money, the transaction is considered final.

Refunds prior to check-in

To refund a Guest before their check-in date, contact us directly.

Our Rebooking and Refund Policy and basic requirements for hosts help protect guests from things like last-minute host cancellations, lock-outs, and listings that are misrepresented, unsanitary, or lacking in promised amenities or other items. If you don’t meet one or more of these basic requirements, GroupRentals may require you to refund a guest.

You set the rules for your place—it’s as simple as that. If you have a Guest who has broken a house rule or done something to make you feel unsafe, you don’t have to take their reservation.

Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.

Before you accept a trip request

Check out these safety tips to help you get to know potential Guests, set up your place for success, and protect yourself.

Declining an individual trip request won’t negatively impact your listing’s placement. However, your search result placement may be impacted if you frequently decline requests.

After you’ve confirmed a reservation

If you’ve already confirmed the reservation, you can cancel it.

Find out if your situation will allow you to cancel penalty-free, such as if you’ve learned your guest is planning an unauthorized party, or if they're bringing their pooches when your listing specifically said no pets.

Flagging inappropriate messages

If a message from a Guest makes you uncomfortable, let us know by contacting the GroupRentals customer support team.

It’s a good idea to connect with your guests before they’re due to arrive. You’ll find their info in the trip itinerary. 

• GroupRentals message: Find your Guests’ message in your Inbox and send them a note. Message alerts are sent to their email address and as notifications in the GroupRentals app 
• Phone: Phone numbers are listed in Reservations  

Keep in mind that many Guests don’t have access to a phone while traveling, or they may experience travel delays that will affect their arrival time. 

When a Guest asks to squeeze in a few more friends than was previously agreed for your booking, you have a few options. If you can accommodate the larger group, send your Guest a trip change that includes the additional cost per night for the larger group. 

If you’re unable to accommodate the new number of Guests, let your guest know that your place isn’t the right fit for their booking, and ask them to cancel their reservation. They’ll be refunded according to your cancellation policy.

Hosting starts with an open welcome, and your first message with your Guest/s sets the tone for your future conversations. Your Host inbox makes it easy for you to connect with Guests before, during, and after a trip, and you can contact them by going to your Inbox and selecting a message. You’re never further than a click or tap away from getting in touch with them. 

Sending a thank you message shortly after booking

• Dear (guest first name), thank you for confirming your reservation
• I am excited to welcome you on check-in date on or after our check-in time, which is check-in time
• As a reminder, here are our house rules: house rules

Sending a check-in reminder a couple days before the trip starts

• The listing is at address and here are the directions: directions
• The wifi network is called wifi name and the password is wifi password
• Let me know if you need any advice about (city)

Sending a checkout reminder the morning before the trip ends

• Quick reminder that checkout is tomorrow (checkout date) any time before checkout time
• As a reminder, your confirmation code is confirmation code

For every group booking, individual properties can be managed by an individual Primary Guest.

The Primary Guest will be responsible for all communications, payment details and booking

updates for that property and will be the person of contact with the Host.

Your reservation status keeps you updated on all kinds of things, such

Your reservation status lets you know how things are going.

Arriving today

The Guest/s will arrive within 24 hours.

Arriving tomorrow

The Guest/s will arrive soon, but not within 24 hours.

Arrives in __ days

The Guest/s will be checking within said number of days. Now’s a good time to print reservation details and coordinate check-in if you haven’t already.

Awaiting Guest ID

The Host is requiring the Guest/s to verify their identity before accepting the trip request. They have 12 hours to do so; otherwise, the request will expire.

Awaiting Guest review

The Guest has checked out and has 14 days to write a review of their stay.

Awaiting payment

The trip request was accepted, but the guest's payment hasn’t gone through. The reservation can’t be confirmed until payment is complete, so they have 24 hours to update their payment information. Otherwise, the reservation will be canceled without penalty.

Learn more about reservations that are awaiting payment.

Canceled

The reservation was canceled, probably because:

• The Guest didn’t verify their identity within the 12-hour time period
• Their payment didn’t go through and they didn't update their payment info within 24 hours
• Canceled by you/Guest/Host/GroupRentals
• Either a Host, the primary Guest, or GroupRentals can cancel a confirmed reservation. Sometimes, GroupRentals may cancel on behalf of a Host or Guest.

Checking out today

The guest will check out within 24 hours.

Change pending

Either a Host or Guest has initiated a trip change.

Confirmed

The trip request was accepted, GroupRentals has collected payment.

Currently hosting

The Guest is on a trip at this very moment 🙂

Past Guest

The Guest has completed their trip.

Request declined

The Host declined the Guest’s trip request, so they won’t be charged.

Request expired

Either the Host or the Guest took longer than 24 hours to accept or decline the request. If the guest is still interested, they’ll need to send a new request. Get more detail on declined or expired requests.

Review Guest

The trip is over, and the Host has 14 days to leave a review for the Guest.

Trip changed by GroupRentals

Our customer support team has changed the trip details on behalf of the Host or Guest.

Trip change declined

A Host has declined the Guest’s request to change details about their trip.

Trip change requested

The Guest has requested to change details about their trip. If a Host doesn't accept, they’ll have to go with the original plan or cancel.

Trip change sent

A Host has requested to change details about their trip. If the Guest doesn’t accept, they’ll have to go with the original plan or cancel.

Trip declined

Guest asked a trip question and the Host declined it, which means the Guest is not able to send a trip request. This may be due to a change in their availability.

Inquiry

The Guest has asked a question about specific dates but hasn't yet sent a trip request. In order to maintain their response rate, we encourage Hosts to write back within 24 hours and invite guests to book, decline, or send a special offer before the inquiry expires.

When you should message your Host

You’re more than welcome to contact a Host at any time. Sometimes, you’ll have to—other times, it’s simply a good idea.

Good times to reach out

• If you have a question: You should be clear about what to expect. Just check the listing description to make sure the answer isn’t already there.

Haven’t heard back?

Most Hosts respond within a few hours, but time zones and lack of internet access might slow things down. In the meantime, try reaching out to other Hosts in the area.

If you're having a great time and would like to stay longer, you may be able to extend your reservation, but each property Host will have to be contacted directly by their Primary Guest.

If your trip is over

If your reservation has ended, it’s too late to make a change request. What you can do, though, is send a new trip request to your Host. 

If you’re still on your trip

You can message your Host and ask if they can accommodate a longer stay, or you can simply send them a change request.

Sometimes one of your Hosts might offer you an alternative listing if the one you wanted has become unavailable—and it’s completely up to you if you want to accept or decline it.

Before paying for a reservation

If you don’t have a confirmed reservation yet and a Host offers you a different listing from the one you discussed, you can book their suggested stay or simply look for a new place.

Please make sure the Host’s suggested alternative would work for your trip before confirming.

After you’ve paid for your reservation

If a Host is asking you to stay in a different listing than you originally booked and you’re okay with a switch, either you or your Host can change the reservation. 

If you don’t want to change your reservation, or if your Host is asking you to switch without officially changing the reservation on GroupRentals, ask the Host to cancel your reservation so you can get a full refund or find another place to stay.

After you’ve checked in

If you’ve already checked in and you believe the listing is not what you booked on our site, let us know and our Guest Refund Policy will ensure you either get the listing you booked, or a refund.

Wondering if you’re allowed to say no to proposed changes for a confirmed reservation? 

The answer is yes!

Both Guests and Hosts can decline trip change requests. If you decline, the proposed changes don’t take effect, and the existing reservation details remain as is. 

There are no penalties for declining.

Your plans have changed and now you need to cancel your reservation. No problem. Reach out to the GroupRentals support team to help with any cancellation requests.

Requesting a refund during your stay

If you’re experiencing an issue during your stay, you can ask your Host to fix it, request a partial refund, or request to cancel your reservation for a full refund. If they don’t respond, you can ask GroupRentals to step in to help.

If canceling only one part of your group booking, please reach out to GroupRentals’ customer service team directly for help.

Please don’t worry! If you need to cancel your reservation because of an emergency or unavoidable circumstance, we can help:

1. Contact us to file a claim, and we’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case

Important: Claims must be submitted within 14 days of cancellation.

Change of plans? Not a problem! While canceled reservations can’t be restored, you can contact the Host/s and make a new reservation.

Message the Host/s and make sure you reach an agreement before rebooking. They'll send you a special offer with the specific agreed booking details. You’ll have 24 hours to accept the special offer.

While it’s rare, sometimes a Host may need to cancel a reservation. We understand this can impact your plans in a big way, especially when booking as part of a group. Rest assured that for any cancellations, our dedicated customer service team will do their best to accommodate your group booking!

What to expect if your reservation is canceled

When a cancellation occurs, you’ll get an email with full details, including your refund info. Refund times may differ depending on how you paid.

If your cancellation happens within 30 days of check-in, we can also assist in rebooking a comparable or better listing.

As always, you can contact us if you need more help.

If one of your Hosts lets you know that they can't accommodate your stay anymore, don't cancel for them. Instead, send them a message asking them to cancel. That way, you'll be eligible to receive a full refund.

Once the Host cancels the reservation, you'll have the option to find a new space for your stay or request a full refund, including service fees.

Maybe you just need peace of mind before booking, or perhaps you need to cancel right now. Here’s how to find the cancellation policy for your stay:

Before you book

You can find cancellation details on the listing page, and during the booking process—before you pay.

After you book

Your policy and cancellation options can always be found in your Trips. Just click or tap Show trip details and you'll find your Cancellation policy. The times and dates we display for cancellation policies are based on the local time zone of the listing. Cancellation deadlines for receiving refunds are measured from the check-in time for the listing in its local time zone, or 3:00 PM if no check-in time is specified.

Remember that the amount refunded will never be more than the amount you have actually paid at the time you cancel—learn more about refund amounts.

Extenuating circumstances

Did an emergency or natural disaster disrupt your reservation? You may be eligible for a refund due to extenuating circumstances. If you need to cancel because of the COVID-19 pandemic, please contact one of our team to see if this is eligible for a refund. 

Cancellation policies for Hosts

If you are a Host or want to learn more about what cancellation policies are available, please refer to cancellation policies for your listing.

Issues while you're on a trip

If you encounter issues when you arrive at your listing that the host cannot resolve quickly, you may be protected under our Rebooking and Refund Policy.

Overview

This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your reservation. 

When this Policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy. Guests that are impacted by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration. Hosts that are impacted by an event covered by this Policy can cancel without adverse consequences, but, depending on the circumstances, their calendars may be blocked for the dates of the canceled reservation.

What events are covered

This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

• Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel.

• Declared emergencies and epidemics. Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area, for example, dengue fever in Hawaii.

• Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing location. This does not include non-binding travel advisories and similar government guidance.

• Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, hurricanes occurring during hurricane season in Florida.

What is not covered

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy that applies to the reservation.

What to do next

If we notify you or publish information confirming that this Policy applies to your reservation, please follow the cancellation instructions that we provide. When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by going to your Trips page and canceling the impacted reservation. If you believe this Policy applies to your reservation, but we have not notified you or published information about the Event, please contact us to cancel your reservation. In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your reservation.

If you have questions, please contact us.

If your trip has already started and you want to change the length of your reservation, you can submit a change request to your Host. However, there are a few things to bear in mind before you do:

• You can change the number of Guests after check-in, if agreed upon with the Host
• Any additional payments can be made through the Resolution Centre
• The cancellation policy will remain the same as the originally booked policy for short-term reservations

It’s nearly time to travel, so you’ll want to take care of those final details. Follow these tips to prepare for a smooth check-in. 

Find your reservation details

Go to your Trips page to find important information, such as the address, your Host/s’ contact information, and your billing receipt. Check-in information is usually available 3 days before the reservation begins.

Communicate with your Host/s

Before your arrival date, message your Host/s to confirm:

• Check-in and checkout times
• Arrival details
• Key exchange or an alternative method of access
• Contact information and whether either one of you will be without phone or internet access during the trip
• Any other questions you might have

On arrival

In-person key exchanges

A Host/s may want to greet you in person to give you the keys or the entry code to their place. If so, look up travel advisories so you can allow extra time to meet up in the event of things like flight delays, bad weather, or road closures.

Other check-in methods

Other options include:

• Self check-in
• Messaging with instructions to enter
• Leaving keys in a lockbox
• Having a neighbor, Co-Host, or doorperson meet guests

Searching for your check-in details? They only become available 48 hours prior to your check-in. Just know that if you didn’t make the reservation using your GroupRentals account, the person who did will have the check-in info.

To find your check-in information:

1. 1. Go to Trips and click Show more trip plans
2. 2. Click Show details
3. 3. Go to Checking in & out for check-in instructions

Make sure to check both your email and your messages for check-in instructions.

If your reservation is less than 48 hours away and your check-in information isn’t available, it’s time to message your Host/s for the info.

Message your Host

If an issue comes up, try talking to your Host first. You can message your Host directly from your inbox to let them know what’s going on.

If you need to request a full or partial refund because of the issue, there's a higher chance your Host will accept your request if you can agree on an amount first.

Send a refund request

Here’s how to prepare:

1. Gather evidence: If possible, take photos or video to document issues like a missing or broken amenity.
2. Submit your request: You’ll describe the issue, provide photos or video if you can, and let the Host know how you’d like to resolve the issue. 
3. Wait for a response: If your Host declines or doesn’t respond, you can ask GroupRentals to step in to help. GroupRentals will refer to the Rebooking and Refund Policy to determine what help we can provide.

Involving GroupRentals

Though we always want Host/s and guests to work things out directly if they can, we know it’s not always possible. If an issue comes up that you’re not able to resolve with your Host (or your Host declines or doesn’t respond to your refund request), let us know and someone from our team will step in to help.

Remember that you have 72 hours to report any issue to us from the time of discovery.

Always message your Host to discuss a solution first. It’s likely that they’ll be able to help you fix the issue. If your Host can’t help or you’d like to request a refund, we’re here to support you.

Send a refund request

Here’s how to prepare:

1. Gather evidence: If possible, take photos or video to document issues like a missing or broken amenity.
2. Submit your request: You’ll describe the issue, provide photos or video if you can. You can ask the Host to fix the issue, request a refund of the cleaning fee, or, for severe issues, you could request to cancel your reservation for a full refund of remaining nights.
3. Wait for a response: If your Host declines or doesn’t respond, you can ask GroupRentals to step in to help. GroupRentals will refer to the Rebooking and Refund Policy to determine what help we can provide.

Involving GroupRentals

Though we always want Hosts and guests to work things out directly if they can, we know it’s not always possible. If an issue comes up that you’re not able to resolve with your host (or your Host declines or doesn’t respond to your refund request), let us know and someone from our team will step in to help.

Remember that you have 72 hours to report any issue to us from the time of discovery.

For issues that may pose an immediate health risk, such as bed bugs, mold or other allergens, please contact local emergency services if needed. If you need help with your reservation, you can send a request to GroupRentals, and we’ll determine the appropriate resolution under our Rebooking and Refund Policy.

You’re all booked! Before you get packing, it’d be a good idea to share your trip details with the people traveling with you. If they have their own GroupRentals account, you can invite them to be a co-managing traveler (Primary Guest) so they have the trip itinerary, including the Host’s contact info and address.

To add a co-managing traveler, or a Primary Guest:

1. 1. Go to Trips and select the trip you want to share
2. 2. Under Who's coming, click Manage guests
3. 3. Add a co-traveler by emailing them an invite
4. 4. You have the option to designate the traveler for 1 specific property to manage as the Primary Guest. They can manage messages and requests for the host of this property once accepted via link.

You can share your itinerary details by email with anyone who doesn’t have a GroupRentals account.

Your reservation status lets you know how things are going.

Arriving today

The Guest/s will arrive within 24 hours.

Arriving tomorrow

The Guest/s will arrive soon, but not within 24 hours.

Arrives in __ days

The Guest/s will be checking within the said number of days. It would be a good idea to print reservation details and coordinate check-in if you haven’t yet.

Awaiting guest ID

The Host is requiring the guest to verify their identity before accepting the trip request. They have 12 hours to do so; otherwise, the request will expire.

Awaiting Guest review

The Guest/s have checked out and have 14 days to write a review of their stay.

Awaiting payment

The trip request was accepted, but the Guest/s’ payment hasn’t gone through. The reservation can’t be confirmed until payment is complete, so they have 24 hours to update their payment information. Otherwise, the reservation will be canceled without penalty.

Canceled

The reservation was canceled, probably because:

• The Guest didn’t verify their identity within the 12-hour time period
• Their payment didn’t go through and they didn't update their payment info within 24 hours

Canceled by You/Guest/Host/GroupRentals

Either the Host, the Guest, or GroupRentals can cancel a confirmed reservation. Sometimes, GroupRentals may cancel on behalf of a Host or Guest.

Checking out today

The Guest will check out within 24 hours.

Change pending

Either the Host or Guest has initiated a trip change.

Confirmed

The trip request was accepted by the Host. GroupRentals has collected payment.

Currently hosting

The Guest/s are on their trip at this very moment. Nice!

Not possible

The requested dates are no longer available. This could happen for several reasons, including reservation overlap or a recent update to the Host’s calendar.

Offer expired

The Guest received a special offer from the Host but didn’t accept it within the 24-hour window.

Past guest

The Guest/s have completed their trip.

Review guest

The trip is over, and the Host has 14 days to leave a review for the Guest/s.

Trip changed by GroupRentals

Our customer support team has changed the trip details on behalf of the Host or Guest/s.

Trip change declined

The Host has declined the Guest/s’ request to change details about their trip.

Trip change requested

The Guest/s have requested to change details of their trip. If the Host doesn't accept, they’ll have to go with the original plan or cancel.

Trip change sent

The Host has requested to change details of their trip. If the Guest doesn’t accept, they’ll have to go with the original plan or cancel.

Trip declined

The Guest asked a trip question and the Host declined it, which means the guest is not able to send a trip request. This may be due to a change in their availability.

Inquiry

The Guest has asked a question about specific dates but hasn't yet sent a trip request. In order to maintain their response rate, we encourage Hosts to write back within 24 hours and invite guests to book, decline, or send a special offer before the inquiry expires. If your status says

“Inquiry - expires soon,” check your dashboard to see how long you have to respond before the inquiry expires.

Your safety and comfort are just as important as those of your guests. If someone asks to view your place prior to booking—we’ve got your back. Kindly let them know that GroupRentals only releases contact information for Hosts and Guests after a reservation is confirmed.

There are plenty of other ways to get a sense of the space ahead of time. Encourage Guests to review your listing description and photos, and tell them you’re happy to answer any additional questions they might have.

Stay protected 

Remember: Reservation and payment must be made directly through the GroupRentals platform. This helps ensure your protection under the many safeguards we have in place for you.

Creating a community where everyone can belong and feel welcome is important. That’s why we take steps to help promote an equitable booking experience for all guests.

When a potential guest sends you a request, you’ll be able to review their:

• First name
• Identity verification status
• Reviews from other Hosts

After a booking is confirmed, your guest’s full name and profile photo also will appear.

Note: If a potential guest is an Oregon resident, you’ll be shown their initials instead of their first name. After the booking is confirmed, your guest’s full name will be shared.

The best type of listing is one that’s booked! Here’s how to make it easier for Guests to book your place.

Show you’ve got what guests want

Make your listing more appealing by doing things like verifying your internet speed and accommodating Guests with children and pets or accessibility needs.

Stay on top of timing

If a Guest is struggling to request certain dates, make sure they’re available on your calendar. Be sure to respond to inquiries and trip requests within 24 hours—if you miss one, here’s what to do.

Pre-approve or send a special offer

When someone sends you an inquiry about certain dates, simplify booking by pre-approving their stay and sending an invite, or sweeten the deal with a special offer.

Hosts can require Guests to have Verified ID before they book a listing. 

Setting reservation requirements

1. 1. Go to the Reservation Requirements page
2. 2. Tick the box next to Require guests to go through verification
3. 3. Select Save Reservation Requirements

About Verified ID

Guests and Hosts can always verify their identity in their GroupRentals account settings. Learn more about verifying IDs.

To verify someone’s identity, often all we require is a legal name and address and/or other personal details —but in some circumstances, we may also require a Government ID. For example, if there are restrictions in the building where the listing is located. Verified ID is a prerequisite for booking stays in some countries. 

To find out more about how we use IDs to protect the safety and security of Hosts and Guests, check out our Privacy Policy.

Checking out your Guest/s’ photo is a great way to get to know them. If it’s not available, here’s why:

• The booking isn't confirmed. Their photo only becomes available after confirmation.
• They don’t have one. While we strongly encourage Guests to add photos, we don’t require them—but you can.

It’s important for you to feel comfortable with your Guest/s. If a Guest’s photo doesn't include their face, or it features something unhelpful—like a cartoon—you can contact us to cancel penalty-free.

No one wants to be double-booked. If you have multiple listings within the same place, like one for a private room and another for the entire place, you can link their calendars. That way, when you accept a trip request for the entire place, the dates will also be blocked on the private room's calendar.

Congratulations—your home is hopping! If you list it on other websites, you can prevent multiple Guests from booking the same dates by syncing your GroupRentals calendar with your other calendars. You can do this for dates up to one year in the future. Learn more about updating your Host calendar to address any issues with blocked dates.

Having popular dates available on your calendar can help you increase your bookings.

Determining popular dates

Popular dates are calculated based on real-time searches for stays, plus the number of available listings, so they can change frequently. Our tools predict popular dates up to 10 weeks in advance, becoming more accurate as the date approaches.

Dates are considered to be popular if:

• More travelers than usual are searching for stays on those dates, compared to the yearly average
• The occupancy rate is higher than the yearly average—that means fewer listings than usual are available to book

As a Host, you may get a trip request that’s marked “not possible.” 

Why this happens 

“Not possible” appears when a Guest has sent an inquiry or trip request for dates that were once available, but are no longer available, because:

• Another reservation overlaps with some or all of the dates the Guest inquired about or requested
• Some or all of the dates are now blocked on your calendar 
• Availability settings (ex: preparation time, advance notice, or minimum/maximum date settings) may interfere with a trip request
• GroupRentals can block your calendar if you haven’t provided all the information required for your account

What you can do

If you’d like, you can update your availability settings or unblock dates on your calendar. Read more about updating your Host calendar or helping a Guest book your place on available dates.

Otherwise, as a Host, you don’t have to do anything when a reservation is no longer possible. We’ll tell the potential Guest that the dates can’t be booked.

The availability of your listings largely depends on the length of preparation time you need between reservations. For instance, you may require a 48-hour window between Guests for enhanced cleaning. Find out more about updating your Host calendar.

Smoke and carbon monoxide (CO) alarms save lives. That’s why we’re on a mission to get as many alarms into as many homes as possible. We strongly urge Hosts to install smoke and carbon monoxide alarms in spaces that use fuel-burning appliances, test them regularly, and make sure their listing description is up to date.

If you have any questions about where to source smoke and carbon monoxide alarms, please reach out to a GroupRentals customer service specialist for more information. 

Already have smoke and CO alarms?

Update information about safety devices such as smoke and carbon monoxide alarms on the listing page. Go to Listing details under Guest Safety, or the Things your guests should know section on the GroupRentals site.

At GroupRentals, we want to ensure the highest levels of safety and trust among all bookings! To help ensure the safety of everyone, we dedicate a knowledgeable and experienced team to monitor any suspicious activity in our marketplace.

GroupRentals offers several features that help build trust and cultivate transparency, including our customer service specialists, reviews, and more.

Report suspicious activity

Help keep our community safe by reporting suspicious or inappropriate activity. To report something, click the flag icon on Profiles, Listings, or Messages.

Resources

We strive to provide our Hosts and Guests with the right tools to make informed decisions regarding who they interact with on the site and in the real world.

Learn more about how GroupRentals keeps our community safe by finding our safety tips for Hosts and guests.

If there’s an emergency, or if your personal safety is threatened while traveling, contact local police or emergency services immediately. You can also:

Contact GroupRentals to report the issue; we’re here 24/7. Read more about how to contact us directly in our Help Center.

Read our safety tips before you start your trip to help you travel with confidence

Safety is one of our top priorities. To help prevent surprises and ensure transparency, we ask that Hosts welcome Guests responsibly by completing all safety and accessibility sections with helpful details about what to expect.

What sections to update

Make sure you complete the House Rules and Health and Safety info sections in addition to detailing the information below in your description. Listings that don’t include safety information will contain warnings in the Things to Know section. Guests should review everything and message Hosts for additional info.

Safety considerations

Describe the property and its surroundings:

• Pool/hot tub: Direct access to a swimming pool or hot tub protected by a gate or lock
• Body of water: Direct, unrestricted access to an ocean, pond, creek, etc. on or near the property
• Climbing or play structure: Direct, unrestricted access to a playset, swing, slide, ropes, etc.
• Unprotected heights: Access to an area or structure higher than 1.4 meters/4.6 feet that don’t have a rail or other protection
• Potentially dangerous animals: Guests will be near potentially dangerous animals (horses, mountain lions, dogs that may growl or bite) that could cause harm due to their behavior or size

Safety devices

Hosts are required to inform Guests of cameras and other security devices on the property, even if they’re turned off. Read our Community Standards and let guests know about the presence of things like:

• Recording device: Security cameras or recording devices that record or send video, audio, or still images
• Smoke alarm: Devices that detect and warn of the presence of smoke and/or fire—if not present, “Smoke alarm not reported” will show in the Things to know section
• CO detector: If present, carbon monoxide detectors should be noted under Amenities—if not present, “Carbon monoxide alarm not reported” will show in the Things to know section, possibly followed by a statement that it’s not needed

Property info

Inform Guests of the following:

• Parking: How many vehicles they can park on the property, on-street parking information, etc.
• Pets: Type and number of pets on the property, and where they can usually be found or where they’re off-limits
• Shared spaces: Whether they should expect to share any spaces (kitchen, bathroom, patio, etc.) with others
• Stairs: Whether they’ll need to walk up and down stairs during their stay
• Noise: Whether there may be unavoidable noise, such as traffic, construction, or noise from nearby businesses
• Amenity limitations: Whether guests may not have access to things they expect, such as wifi, running water, or an indoor shower

You're pretty excited to make a reservation for your group, but now you’re having second thoughts about one of the properties.

First step, read everything the Host has posted in their listing description, such as the amenities, house rules, and guidebook, if they have one.

Still concerned? Contact your Host to learn more about the neighborhood. Pro tip: check out the Host’s cancellation policy before booking.

If current events or political strife create an unsafe situation, you may be eligible for a full refund if you cancel due to extenuating circumstances.

Accidents happen, and we want you to be prepared. Please see the American Red Cross’ and the International Federation of the Red Cross and Red Crescent Societies’ (IFRC) general safety guidelines. Developed by the Red Cross Red Crescent’s Global Disaster Preparedness Center, these guidelines are applicable in 191 countries. We also strongly recommend signing up for a first aid and CPR training course near you.

Prepare or buy a first aid kit

Hosts and Guests should have first aid kits. Make sure your Guests know where it is, and Guests should ask, if they don’t.

Suggested supplies to have on hand

Find these items in a Red Cross-approved first aid kit at your local pharmacy or medical clinic:

• 2 pairs of latex-free gloves
• Latex-free adhesive bandages of different sizes
• Sterile gauze pads of different sizes
• One roll adhesive cloth tape
• Roller bandages of different sizes
• One elastic bandage
• 3 or 4 triangular bandages
• One 36" malleable radiolucent splint
• One unit of antibiotic ointment, cream, or wound gel
• 4 sealable plastic bags
• 5 antiseptic wipe packets
• 2 packets of chewable aspirin
• One space blanket
• One CPR breathing barrier (with a one-way valve)
• One pair of utility shears or scissors
• Oral thermometer
• Tweezers

Knowing how to use these items is important, but remembering every step in an emergency can be tough. For help, download the First Aid app, offered by the Red Cross and Red Crescent network in each country.

How to react in an emergency: Check – Call – Care

Even if you have basic training, do not put your or someone else’s life at risk—let emergency medical professionals handle it. However, quick action using the Check – Call – Care process could save a life:

• Check: Identify whether an emergency exists—check the person and the surroundings to see if they’re experiencing real risk or distress
• Call: If the emergency seems critical, do not hesitate to call the designated emergency number in your country
• Care: Stay with the person, monitoring their vital signals and providing information to the medical team

How to provide first aid

Emergency medical professionals might take time to arrive, particularly if there’s traffic or if you’re in a remote location. Assuming you’ve already determined that help is needed and called an emergency number, here are some first steps you can take while you wait.

Allergic reaction or allergy attack

Pollen, stings and bites, latex, some food items such as nuts, shellfish, eggs, or dairy products, and certain medications could cause a severe allergic reaction (anaphylaxis).

What Hosts and Guests should have on hand:

• First aid kit
• First Aid app for your country
• Epinephrine auto-injector (Guests only, if prescribed)

How to take immediate action

1. 1. Identify symptoms. Notice if the person develops a rash, itchiness, or swelling on their face, hands, or feet. Their breathing may also slow down—this is caused by the swelling of their airway. Vomiting and diarrhea can also occur.
2. 2. Call local emergency services. If the person shows symptoms, call the designated emergency number. Allergy attacks require urgent medical assistance.
3. 3. Use an epinephrine auto-injector. If the person has a known allergy, they may have been prescribed an auto-injector. You can help them to use it—follow the guidance on the packaging if necessary. The person should only use their own auto-injector, not auto-injectors from others or ones prescribed for different allergic reactions.
4. 4. Help the person stay as comfortable as possible. Give them constant reassurance while waiting for emergency services.
5. 5. Inform emergency services what action was taken. Relay the details of the situation and whether an auto-injector was used.

Seizure

• Protect them from injury
• Do not restrain them
• After the seizure, move them onto their side
• Tilt their head back and check for breathing

Diabetic emergencies

• Give them a sweet, sugary drink or food
• Reassure them—most people will gradually improve

Stroke

• Identify if there’s weakness on one side
• Check if they can raise both arms
• Confirm they can easily talk in an understandable way

Choking

• Check for breathing by tilting their head backward
• Clear the airway if it’s blocked
• Give 5 back blows between the shoulder blades to dislodge the object
• Give 5 abdominal thrusts
• Continue to monitor the person until help arrives

Poisoning

• Establish what they have taken, when, and how much
• DO NOT make them vomit or give them anything to drink

Heart attack

• Help them sit down
• Give them aspirin (not ibuprofen or acetaminophen)
• Give constant reassurance

External bleeding

• Put pressure on the wound
• Keep pressure on the wound until help arrives

Fractures, dislocations, sprains, and strains

• Support the injury to prevent movement
• Make sure it’s supported until help arrives

Neck, head, and spinal injuries

• Tell emergency services if the person is drowsy, confused, or vomiting, or if the injury occurred from a fall two times their height or greater
• Ask them to rest and hold still
• Apply a cold compress to the injury—20 minutes on, 10 minutes off

Emergencies that may not seem serious at first

Burns

• Cool the burn under cool running water for at least 10 minutes
• Cover the burn with plastic wrap or a clean plastic bag
• If a child is burned or if the burn is serious, call the designated emergency number

Asthma

• Help the person sit in a comfortable position and take their medication if they have it
• Reassure them
• If the attack becomes severe or does not improve with medication, call the designated emergency number

Heat-related

• Move the person to a cool place
• Rehydrate the person with sports water (carbohydrate electrolytes), coconut water, milk, or plain water only when the other options are not available
• Loosen or remove as much clothing as possible
• Apply cool wet cloths
• Fan and mist the person
• If the person is not responsive, call the designated emergency number

Cold-related (environmental)

• Check for signs of hypothermia (reduced body temperature)
• Warm the person with water no more than 100 degrees Fahrenheit/37 Celsius degrees
• Cover the person or the area with a blanket or jacket without putting pressure
• Provide warm liquids without alcohol or caffeine
• If the person doesn’t respond, call the designated emergency number

Additional guidance

Emergency planning

We recommend that all Guests and Hosts engaging in an experience prepare an emergency plan in case of a natural disaster or any other kind of emergency that could occur during an experience.

Partner disclaimers

Courtesy of the American Red Cross. ©2021 The American National Red Cross ALL RIGHTS RESERVED.

The American Red Cross and International Federation of the Red Cross Red Crescent name and emblem are used with its permission, which in no way constitutes an endorsement, express or implied, of any product, service, company, opinion or political position. The American Red Cross logo is a registered trademark owned by The American National Red Cross. For more information about the American Red Cross, please visit redcross.org.

Whether you're hosting or traveling, here are some resources for support along the way.

Emergency contact information

• Emergency—Medical/Fire/Police: 911
• National Domestic Violence Hotline: 1-800-799-SAFE (7233)
• National Sexual Assault Hotline: 1-800-656-HOPE (4673)
• National Substance Abuse and Mental Health [SAMHSA]: 1-800-662-HELP (4357)
• National Human Trafficking Hotline: 1-888-373-7888
• Drug Trafficking: US DEA

Suicide and self-harm

• National Suicide Prevention Lifeline: 1-800-273-TALK (8255)
• Volunteer action to prevent suicide: Befrienders
• National Eating Disorders Association
• Support for young people: Your Life Your Voice

Health and disease

• Your health abroad
• Find a doctor or hospital abroad
• Disease outbreak alerts
• Vaccines, medicines, advice
• Traveler Information Center

Elevator safety

For Hosts considering installing residential elevators or who have already done so, it’s important to be aware of safety guidance from the Consumer Product Safety Commission (CPSC) on how to protect against gaps within residential elevators. Review the CPSC’s advisory and guidance.

We're here to help

If there’s an emergency in progress, please contact local emergency services or law enforcement authorities for assistance.

For other safety issues, we’re available 24 hours a day. Read more about how to contact us in our Help Center.

We take threats of suicide and self-harm very seriously and may reach out to authorities to request a wellness check if we are notified that there is an imminent safety risk.

During the COVID-19 pandemic, it’s important to keep health and safety in mind. We’ve created a set of mandatory COVID-19 safety practices for both for Hosts and Guests of GroupRentals listings, based on guidance from the World Health Organization and the US Centers for Disease Control. In addition, you should be familiar with general health and safety guidelines for COVID-19 safety, continue to monitor applicable government travel restrictions and advisories, and follow all national and local laws and guidelines.

GroupRentals has introduced guidelines and programs to help address health and safety concerns, but these measures cannot eliminate all risk. Especially if you're in a higher-risk category (ex: people above the age of 65 or people with pre-existing medical conditions such as diabetes or heart disease), we recommend obtaining professional guidance and taking extra precautions when you are making the decision to book a stay or an experience on GroupRentals. Learn more about health and safety guidelines for Hosts and guests.

Taking a trip generally means spending your own time and money. So you want to be sure you find a place that suits you perfectly. Here are some tips to help you travel with confidence, knowing you’ve made the right decision.

Finding what’s right for you

First of all, find the spaces that suit your group’s needs by using our many search filters. When you spot a place you really like, take time to read through the Host/s’ profile and listing description, paying special attention to the amenities, house rules, and the cancellation policy.

Read the ratings and reviews

We always recommend reading feedback from other guests as a great way of finding the right fit. You’ll find ratings on things like cleanliness and accuracy, as well as detailed reviews from fellow travelers. Guests can only leave a review after their trip, so you know the feedback you’re reading is from someone who actually stayed there.

Review the safety features

It’s a good idea to check for smoke and carbon monoxide detectors on the property, which you can find in the listing of amenities under Home Safety.

Get your questions answered

Our secure messaging tool is a safe and easy way for you to ask a potential Host any questions you may have before you book. After booking, you can also message them to coordinate check-in, ask additional questions, and keep in touch throughout your trip.

Always communicate and pay on GroupRentals

Keep yourself, your payment, and your personal information safe by staying on our secure platform throughout the entire process—from communication to booking and payment. You should never be asked to wire money, provide credit card information, or otherwise pay a Host directly. If this happens, please report it to us immediately.

Do a safety check

Once you arrive, it’s a good idea to locate safety information and relevant emergency equipment, such as the fire extinguisher or first aid kit. If you’re not sure where something is, don’t hesitate to ask your Host. It’s always better to be prepared.

Research local travel alerts and warnings

Whether you’re traveling with GroupRentals or not, it’s wise to research your destination ahead of time, and check with your local embassy for any travel warnings or special requirements. For example, travelers from the USA should check with the US Department of State for visa information and travel warnings.

Learn more on our Host & Guest safety page.

We're here to help

If there’s an emergency in progress, please contact local emergency services or law enforcement authorities for assistance.

For other safety issues, we’re available 24 hours a day. Read more about how to contact us in our Help Center.

Remember: In an emergency, or if your personal safety is threatened, contact local police or emergency services immediately.

It's important for you to feel safe and secure wherever you choose to stay. Before taking a trip, here's some advice to consider.

Know before you go

We encourage Host/s to put smoke and carbon monoxide (CO) alarms in their places, but it's also important to take your own safety precautions whenever you travel.

Be sure to check if a place has smoke and carbon monoxide alarms, both before booking and upon arrival. You can find this out in the list of amenities under Home safety.

Carbon monoxide alarms aren’t common in many parts of the world, so we recommend bringing one with you, especially if the place you’re staying in doesn’t list one.

About carbon monoxide

Carbon monoxide (CO) is an invisible, odorless, colorless gas created when fuels (such as gasoline, wood, coal, natural gas, propane, oil, and methane) burn incompletely. It can be produced by fuel-burning appliances in the home, like furnaces, ranges, water heaters, and room heaters. High levels of carbon monoxide can be fatal.

Preventive steps from the American Red Cross

• Never use a generator, grill, camp stove, or other gasoline, propane, natural gas, or charcoal-burning device inside a place, garage, basement, crawl space, or any partially enclosed area.
• Keep such devices outside and away from doors, windows, and vents that could let carbon monoxide inside.
• Opening doors and windows or using fans doesn’t stop carbon monoxide building up indoors. Although carbon monoxide can't be seen or smelled, it can rapidly lead to full incapacitation and death. If you start to feel sick, dizzy, or weak, get to fresh air right away—don’t delay.
• Carbon monoxide alarms should be installed in central locations on every level of a place and outside sleeping areas to provide early warning of a carbon monoxide buildup.
• Ask if your Host tests batteries regularly and replaces them as required.

If a carbon monoxide alarm sounds:

1. 1. Move quickly to a fresh air location.
2. 2. Never ignore the alarm.
3. 3. Call local emergency services.
4. 4. Remain outdoors until emergency personnel arrive to help.

Visit www.redcross.org/homefires for more information.

The American Red Cross name, emblem and copyrighted materials are being used with its permission, which in no way constitutes an endorsement, express or implied, of any product, service, company, opinion or political position. The American Red Cross logo is a registered trademark owned by The American National Red Cross. For more information about the American Red Cross, please visit redcross.org.

Hosting guests from all over the country should be fun, rewarding, and safe. 

Interact on GroupRentals

For your safety, always pay and communicate on GroupRentals. And use GroupRentals’ messaging system to get to know your guests and share expectations about your space.

Read profiles and reviews of your potential guests. You can also ask them to verify their identity. 

Help guests know what to expect

Complete your house rules and guest manual and include anything you’d like people to know before they book—ex: whether (or where) smoking is allowed, or if certain areas are off-limits. 

Make sure you’re covered

Talk to your insurance provider about adding an extra layer of protection with your own renter’s or homeowner’s insurance.

This 5-step cleaning process is a set of cleaning practices that all Hosts are required to follow between guest stays, in addition to local laws and guidelines.

Step 1: Prepare

Proper preparation can help you and your team clean more efficiently and safely. Make sure you:

• Ventilate the space before and during cleaning when possible
• Use disinfectants approved by your local regulatory agencies for use against COVID-19
• Always read the directions and warnings on your cleaning products carefully
• Wash or disinfect your hands

Step 2: Clean

Cleaning is removing dust and dirt from surfaces, such as floors and countertops. Make sure you:

• Sweep, vacuum, dust, and/or mop areas before sanitizing
• Wash dishes and laundry on the highest heat setting possible
• Wipe down hard surfaces with soap and water

Step 3: Sanitize

Sanitizing is when you use chemicals to reduce bacteria on surfaces such as doorknobs and TV remotes. Be sure to:

• Spray high-touch surfaces in each room with an approved disinfectant spray
• Let the disinfectant stand for the length of time specified on the product label
• Allow the surface to air-dry

Step 4: Check

Once you’re done sanitizing, it’s a good idea to make sure you’ve not missed anything. Be sure to:

• Refer to the best practices in each room-by-room checklist in your handbook to make sure you haven’t missed a spot
• Share these best practices with your hosting team and cleaning professionals

Step 5: Reset

To help prevent cross-contamination, it's important to finish cleaning and sanitizing a room before replacing items for the next guest:

• Wash your hands before replacing guest supplies, linens, and cleaning kits
• Safely dispose of or wash cleaning supplies and protective gear
• Don’t re-enter a room once it’s been sanitized
• Clean your equipment between each turnover

Required for all Hosts

Hosts who don’t agree to our COVID-19 safety practices, including the 5-step suggested enhanced cleaning process, will not be allowed to host.

These practices also require mask-wearing and social distancing when mandated by local laws or guidelines. 

Hosts who repeatedly or severely violate cleaning standards may be subject to warnings, and suspensions, and, in some cases, may have their accounts removed from GroupRentals.

We encourage everyone to be a good neighbor when traveling and hosting—that means being mindful of your surroundings and following safety guidelines. If your neighbor is a Host, here’s what you can expect.

Responsibility

Hosting comes with a commitment of responsibility to the neighbors and the community.

Trust and safety

Our robust Community Standards are designed to help Hosts and Guests learn about each other and make good decisions during a stay.

It’s important to keep in touch, so we encourage Hosts and their neighbors to communicate directly to resolve any issues that might come up during a stay. Here are a few pointers to help you avoid potential disagreements with a neighbor:

• Before the reservation begins, confirm with your guests that they’ve read and agreed to your house rules
• In your house rules, select No for Parties or Events
• Update your listing description to clearly prohibit parties and events
• Set a maximum number of guests for your space
• Inform guests of appropriate parking locations
• Print out your house rules and any building rules and display them at your place
• Let neighbors know when guests will be there

For more information, check out our Good Neighbor  Policy.

Creating a GroupRentals account is free and easy! Just go to GroupRentals.com and click Sign Up and follow the instructions.

You can sign up using any of the following:

Email address

Phone number

Facebook or Google account

After you sign up, we’ll need a bit more info before you’ll be able to book a trip, so be sure to complete your account setup.

Reset your password

1. 1. Go to the reset password page
2. 2. Enter the email address you use for GroupRentals
3. 3. Click Send reset link

You'll be emailed a link to reset your password.

If you’ve requested the reset link more than once, make sure you're using the right email address. You may also need to disable your email service’s link preview or mail-scanner feature, which could cause the link to expire before you open it.

Change your password

1. 1. Go to Account > Login & security
2. 2. Next to Password, click Update
3. 3. Enter your current password
4. 4. Enter and confirm your new password
5. 5. Click Update password

Create a password to log in directly

If you created a GroupRentals account by connecting to Facebook, Google, Apple, or using your phone number, you weren’t required to create a password. But you also have the option to log in directly by creating a password. Here’s how:

Log out of your GroupRentals account

Follow the steps above to reset your password

How it works

Just click or tap your profile picture and go to Account, you’ll find:

• Personal info: Provide personal details and how we can reach you
• Login and security: Update your password and secure your account
• Payments and payouts: Review payments, payouts, coupons, gift cards, and taxes
• Notifications: Choose notification preferences and how you want to be contacted
• Privacy and sharing: Control connected apps, what you share, and who sees it
• Travel for work: Add a work email for business trip benefits
• Professional hosting tools: Perfect if you manage several properties
• Invite friends: It’s more fun when everyone travels.

Edit your email address

1. 1. Go to Account > Personal info
2. 2. Next to Email address, click Edit
3. 3. Make your changes and then click Save

If you’re getting a notification that your email address is already in use but you can’t remember your password, try resetting it.

To edit your phone number:

1. 1. Go to Account > Personal info
2. 2. Next to Phone number, click Edit 
3. 3. Make your changes and then click Save

To add emergency contacts:

1. 1. Go to Account > Personal info
2. 2. Next to Emergency contact, click Edit
3. 3. Click Add a new emergency contact
4. Enter your emergency contacts details, and click Save

You can add additional contacts, or remove an existing contact by following the steps above. Just click Remove or Add a new emergency contact.

You can change your preferences any time in order to browse GroupRentals and receive communications like emails and messages in the language of your choice.

Update your preferred language

1. 1. Click your Profile photo > Account > Global preferences
2. 2. Next to Preferred language, click Edit
3. 3. Select your preferred language
4. Click Save

You can change your preferences any time in order to browse GroupRentals and receive communications like emails and messages in the language of your choice.

Update your preferred language

1. 1. Click your Profile photo > Account > Global preferences
2. 2. Next to Preferred language, click Edit
3. 3. Select your preferred language
4. 4. Click Save

Once you have a phone number associated with an account, you’ll have the option to log in to GroupRentals using that phone number.

If you have more than one phone number listed, or your phone number is shared across multiple accounts, you’ll need to log in with an email address.

We’d hate to see you go, but if you’ve decided to leave GroupRentals, you have a couple of options. You can temporarily deactivate your account, which allows you to reactivate it later, or you can permanently delete it.

To submit a request for either one, visit Manage your data from a web browser.

Account deactivation

When you deactivate your account:

• Your profile will be hidden
• Your listings will be hidden if you’re a Host
• Some information, like your reviews, may remain visible to others
• GroupRentals will retain your account data so you can reactivate in the future

To reactivate your account, just contact us.

If you're a Host, you also have the option to deactivate a listing without deactivating your entire account.

Account deletion

When you permanently close and delete your account:

• We’ll verify your identity for security purposes before accepting the request
• Once your request is processed, your personal information will be permanently deleted, except for certain information that we’re legally required or permitted to retain, as outlined in our 

Privacy Policy

Once your account is deleted, you can’t reactivate it, recover any data, or regain access. You'll need to set up a new account if you want to use GroupRentals again.

This article provides some general information on how to contact GroupRentals in order to exercise your data subject rights under applicable law. If you have any general questions about privacy or data protection at GroupRentals, you can send us an email.

US Residents: Please note that you may be required to verify your identity and request before further action is taken. As a part of this process, government identification may be required. Consistent with applicable law, you may designate an authorized agent to make a request on your behalf. In order to designate an authorized agent to make a request on your behalf, you must provide a valid power of attorney, or the agent must provide proof that you gave the agent signed permission to submit the request and either (i) verify your identity with us or (ii) directly confirm with us that you provided the authorized agent permission to submit the request.

Account deactivation

How to deactivate your account

When you deactivate your account, any current reservations you have as a host or a guest will be deemed automatically canceled by you, and the relevant cancellation policy will apply. If, in the future, you want to reopen a deactivated account, you’ll need to contact us.

You can deactivate your account yourself through your account settings.

You can reactivate your account by contacting us.

Account deletion

Deleting your account will result in the permanent closure of your GroupRentals account which can't be reversed. Once your account deletion request has been processed, your personal information will be permanently deleted (except for certain information that we may retain, as outlined in our Privacy Policy). This means that we'll no longer be able to provide our services to you and if you decide to use GroupRentals again in the future, you'll need to set up a new account.

How to delete your account

You can delete your account and its data by going to Account and selecting Privacy & sharing.

Data access

You can always review the information within your GroupRentals account dashboard.

Obtaining a copy of the account data GroupRentals holds about you

To download a copy of your personal data, you can submit a request by going to your Account and selecting Privacy & sharing. This process involves initiating a request, a security check to ensure we’re not handing over your data to another person, and then coming back to download the data file. 

Data portability

Right to portability

In certain jurisdictions, the applicable law may allow you to receive a copy of the personal information you have provided to GroupRentals. If you’re permitted to exercise this right, you can request to receive certain personal information in a structured, commonly used, and machine-readable format. Alternatively, you can request that we transmit this information to another service provider, where technically feasible.

Exercising your right to portability

For a complete copy of your data, you can download a file by going to Account and selecting Privacy & sharing.

Opting out of marketing communications

You can change your marketing preferences at any time by either clicking the "unsubscribe" link at the bottom of any marketing email, or by logging in to your account and following these steps:

1. 1. Go to Account and click Notifications
2. 2. Go to Travel tips and offers and deselect the marketing communications you'd like to stop receiving

If you are still receiving emails from GroupRentals after opting out

We will continue to use the contact details you provided in order to send you notifications related to a service you have requested (ex: booking confirmation emails, transactional emails). If you do not want to receive any notifications from GroupRentals (including service messages), you’ll need to deactivate or delete your GroupRentals account.

Opting out of GroupRentals usage of personal data for direct marketing purposes

If permitted under the laws of the jurisdiction where you reside, you can opt out of such direct marketing activities as outlined in our Privacy Policy by sending us an email. For opting out of marketing communications, see above.

Opting out of data sharing with third parties

We do not sell personal information to third parties. However, we may share personal information, such as your location, listings you’ve clicked on or viewed, or your device information with certain third parties to perform targeted advertising or data analytics, which could be characterized as “selling,” “sharing,” or “targeted advertising” under California or other state privacy laws. If you’re a US user and want to opt out of such data sharing, find out more. 

Note that if you are not logged in to your account, opting out of sharing may only affect the device or browser you are using.

Object to processing

How to object to GroupRentals’ processing of some of your personal data for certain specific purposes

If permitted under the laws of the jurisdiction where you reside, you may request that GroupRentals not process your personal information for certain specific purposes (including profiling) where such processing is based on legitimate interest. If you object to such processing, GroupRentals will no longer process your personal information for these purposes unless we can demonstrate compelling legitimate grounds for such processing, or such processing is required for the establishment, exercise, or defense of legal claims.

You may exercise your rights to object to processing by sending us an email.

Account information updates and corrections

How to correct information GroupRentals has about you:

You have the right to ensure certain personal data is accurate and up-to-date. You can edit profile information within the personal information tab of your account. To request the correction or amendment of other personal data, contact us. Note that some personal data may not be eligible for correction, for example changes to reviews are governed by our review policy.

Non-user data subject rights

If you are a non-user, you can exercise any of your non-user data subject rights via email or by post. The relevant postal addresses are listed on our Privacy Policy Supplement. To help us process your request:

• Specify your country of residence
• For letters, include “Attn. Legal Privacy” at the top of the address
• For emails and letters, include the subject “Privacy Data Subject Right Request”
• Note that before taking action on your request, GroupRentals may need to confirm your identity.

Sensitive data processing

In certain jurisdictions, the applicable law may allow you to opt-out of or limit the processing of your sensitive personal information for uses that do not otherwise meet certain exemption reasons, which Include the following:

The use is necessary to perform services reasonably expected by the user (particularly with respect to tax reporting)

The use is reasonably necessary and proportionate to help ensure security and integrity (including (i) resisting malicious, deceptive, fraudulent, or illegal actions and (ii) ensuring the physical safety of natural persons);

The use is necessary to verify customer information; or

The use is necessary to verify or maintain the quality or safety of the service

You may exercise your right to opt-out or limit the use of sensitive data processing in applicable jurisdictions by sending us an email.

Other methods to request data subject rights

You can also submit your request via postal mail to the address provided in the Contact Us section of our Privacy Policy to the attention of Legal Privacy. Providing us with the following information will help with processing your request:

• Subject: “Privacy Data Subject Right Request”
• Your specific GroupRentals ID (the number at the end of the link for your profile)
• Your country of residence

GroupRentals may limit, suspend, or deactivate your account, as outlined in our Terms of Service.

Your account may be temporarily deactivated due to your response rate or acceptance rate. To reactivate your account in this case, follow the steps in the email that you received.

Your account may be deactivated during a review of GroupRentals accounts. Account Reviews are part of an effort to uphold our Community Policies, our Terms of Service, and foster mutual trust. Your account may also be deactivated or suspended as the result of an issue reported to our Customer Service team. GroupRentals takes safety very seriously, and if we receive a report of a violation of our Community Standards, we will investigate the report and take appropriate action.

While our goal is to provide users with information about actions we take on your account, the following may occur with or without notifying you directly:

• Your account can be deactivated or suspended
• You may not be able to access the platform, your account or content, or receive assistance from GroupRentals Community Support

If your account is deactivated or suspended, any upcoming pending or accepted reservations you have as either a host or guest can be canceled, and you may not be entitled to any compensation for the reservations that were canceled as a result of your suspension. We also may:

• Communicate to the appropriate guests or hosts that their reservation was canceled.
• Refund guests in full, regardless of the cancellation policy.
• Contact guests about alternative accommodations that may be available.

After your host account for a stay is closed, this means that you’re permanently unable to host your home or any other space on GroupRentals.

You’ll still be able to travel on GroupRentals as a guest, and you’ll always be able to access your reservation and transaction history. If you travel on GroupRentals, other hosts and guests won't know that we closed your host account.

Why we closed your host account

We depend on our hosts to consistently meet our hospitality standards and rely on our guests to let us know when something isn’t as expected. That’s why we reviewed your ratings and reviews before deciding to close your account. In general, we decide to close an account if the host:

• Has had their listings repeatedly suspended
• Has overall ratings that are below 99% of all other ratings on GroupRentals
• Has violated of our Terms of Service

What happens to existing reservations

You can still host guests that are scheduled to arrive within 7 days of your host account being closed. For reservations scheduled past those 7 days, we’ll find another place for those guests to stay and cancel the reservations they made with you. If we cancel the reservation, you won’t be compensated for it.

Appealing the decision

Because we carefully looked at the reviews and ratings in your host account before we closed it, we do not frequently reverse this decision. However, if you feel that closing your account was a mistake, you can appeal it by contacting us directly.

We'll consider your appeal only if:

• You've received only positive guest feedback
• There were extenuating circumstances
• Your account has been inaccurately linked to a previously closed account

We won't accept appeals that claim:

• The issue only happened once as we don't close host accounts based on a single negative review
• The reviews were unfair—read more about GroupRentals’ Review Policy

When you sign up, you can choose to receive promotional and policy notifications, and add a phone number to get certain phone and text notifications.

Types of notifications

• Messages: Communication from Hosts or guests
• Reminders and suggestions: Reservation reminders, helpful tips to improve your trip, and other messages related to your activities on GroupRentals
• Promotions and tips: Coupons, promotions, surveys, product updates, and inspiration from GroupRentals
• Policy and community: Updates on home-sharing laws and advocacy efforts in your community
• Account support: Messages about your account, trips, legal updates, security and privacy info, and customer support requests

Choose how you get alerts

You can choose how you’d like to receive your alerts in your notification settings. Options include phone calls, texts, push notifications to your GroupRentals app, or emails.

Turning off notifications

You can turn off most notifications in your notification settings. You can also:

• Text (SMS): Reply STOP. To start receiving them again, reply START
• Emails: Click Unsubscribe in Promotions and tips or Policy and community email
• Push: Go to your mobile or tablet settings and turn off push notifications for the GroupRentals app
• Phone: Ask the caller to remove you from the GroupRentals call list

Receiving important info

There are some important notifications that can’t be turned off. You don’t want to miss notifications about:

• Reservations
• Account activity
• Legal updates
• Security and privacy notices
• Customer service requests

In some circumstances, like if we can’t reach you by email, we may need to contact you by phone or in some other way.

You don’t want to miss out on important email notifications from GroupRentals. Maybe your personal info is out of date or your notifications aren’t set up right. Start by checking if your email address is correct.

Edit your email address

1. 1. Go to Account > Personal info
2. 2. Next to Email address, click Edit
3. 3. Make your changes and then click Save

Check your notification settings

1. 1. Go to Account > Notifications
2. 2. Go to Offers and updates and Account
3. 3. Edit your notification choices

Search all messages in your email inbox

Sometimes emails get lost in your inbox. Search for terms like "GroupRentals," "reservation," "verification," or other words related to the email you're looking for.

Check your email filters

To avoid this mislabeling your emails:

Remove GroupRentals messages from your spam list

Add automated@grouprentals.com, express@grouprentals.com, and response@rentals.com to your personal email address book

Check for issues with your email service provider

Depending on your provider or your network, emails can take a few hours to be delivered. If undelivered or delayed emails continue to be an issue, check with your provider.

So you’re traveling for work, and your company’s paying. What’s not to love? It's time to join your company’s GroupRentals for Work account. You can do this a couple of ways.

Add your work email to your personal account

You can link your work email address to your existing GroupRentals account. Simply go to Account and click or tap Travel for work. Enter your work email and click or tap select Add work email.

Don’t have a GroupRentals account yet? You can use your work email address to set one up. Once you’ve signed up and agreed to our terms and conditions, you’re ready to join your company’s account.

Join your company’s account

Open your unique invite link. If you've already added your work email address to your GroupRentals account, you can start exploring places to stay. Otherwise, enter your work email address and click or tap Add work email.

If you’ve been invited to join a specific team at your company, you can click or tap Request to join the team in your email. 

Your company admin will be notified you’ve asked to join. Once they approve your request, you’ll be added to the team.

Troubleshooting

• If you get a "This isn’t a supported email domain" error, make sure you aren’t using a public email domain (ex: gmail.com, hotmail.com) to register for your company’s account.
• If you still see this error after entering a valid work email domain, it means your company's business account is invite-only. Try asking your company’s human resources or travel manager for an invite.
• If you already have a personal GroupRentals account, make sure you're entering your work email address (ex: name@companyname.com) on our Business Travel page. We'll help you link your personal account and work email address from there.

Business travelers can use their regular GroupRentals accounts to book business travel—all you need to do is link your work email address to your GroupRentals account so we can confirm that you work for your company.

If you need to switch the account your work email is linked to, or if you no longer want your accounts to be linked, follow the steps below to unlink (or relink) your work email address from your personal GroupRentals account:

• Go to Edit Profile on grouprentals.com
• Scroll down to Work Travel
• Click the X to unlink your accounts or the + Add work email to add a new work email

Note for travel admins at companies: If you're the only travel admin for your company's account, we recommend you add another travel admin before unlinking your accounts.

At GroupRentals, the privacy and security of our community is a top priority for us. We’re always identifying ways to help make our community as secure as possible for everyone. 

Our aim is for everyone to feel confident that guests and Hosts on GroupRentals are who they say they are. That’s why when you book a group stay—or when you become a Host—we may need to verify your personal information, such as your legal name, address, phone number, and other contact details. We may also ask for a photo of your Government ID and/or a selfie.

The safety and security of our guests is a top priority.

We want you to be confident that people on GroupRentals are who they say they are. One way we do this is by verifying the identity of guests and Hosts.

Find out more about how we’re committed to creating a safe and trusted community around the world.

How we check IDs

When you book a group stay—or when you become a Host—we may verify your personal information, such as your legal name and address, phone number and other contact details.

We may also ask you to provide us with:

• Legal name, address, and/or other personal information. Often, these are sufficient for us to verify your identity.
• Photo of your Government ID. This could be a driver’s license, passport, identity card, or visa. Learn more about types of Government ID.
• Picture. We may need to ask you for a photograph in case we are unable to verify your Government ID. If you can’t provide a selfie that matches your Government ID, you can contact us for an alternative verification method.

How we manage your data

Only authorized GroupRentals employees can access the information you submit. All information is stored and transmitted using secure encryption. We keep your data only for as long as needed to comply with applicable laws and other legal requirements, including:

• Time necessary to meet safety and anti-fraud requirements
• Upholding GroupRentals community guidelines
• Compliance with anti-money laundering requirements
• Compliance with payments and tax laws

We delete personal data consistent with applicable law when a data subject rights deletion request is processed. Check out our Privacy Policy.

When you're booking a stay that requires identity verification, this step occurs during checkout and usually takes under a minute to complete.

If for any reason we are unable to verify your identity using the details you have provided, we will ask you to verify your identity in another way—such as with your Government ID.

What we may ask you for

As part of the identity verification process, we may ask you to provide us with:

• Legal name, address, and/or other personal information. Often, these are sufficient for us to verify your identity.
• Photo of your Government ID. This could be a driver’s license, passport, identity card, or visa. Learn more about types of Government ID.
• Picture. We may need to ask you for a photograph along with your Government ID. If you can’t provide a selfie that matches your Government ID, you can contact us for an alternative verification method.

Having trouble? Try these:

• Check your messages: You may have been sent additional information via text, email, or phone. Do you think you may have missed an email? Learn why.
• Grant camera permission: The GroupRentals browser may need permission to access your camera. Still not working? Try refreshing the page.
• Use high-quality photos: Take photos in a well-lit room, checking that your face is clear and not obscured, and fit information within the provided white lines. Using “auto” mode will allow the app to automatically take high quality photos, although you can always switch back to take photos manually. Religious head coverings are welcome, but please make sure that we can see your eyes, nose, and mouth.
• Submit photos of an original (not photocopied) and undamaged ID: If the ID has two sides, like a driver’s license or national ID card, submit photos of the front and back.

The safety and security of our community is one of our top priorities. When you provide identification info to GroupRentals, it's transmitted using secure encryption—the same process that websites use to transmit credit card numbers.

We immediately store your information in an encrypted form, secured by third-party databases, so you should only have to confirm your identity once.

GroupRentals only allows authorized employees to access your original documentation for troubleshooting or internal purposes.

When booking a stay with GroupRentals, we need to know some basic information about you.

What we need for bookings

At a minimum, we need your:

• Full name
• Email address
• Confirmed phone number
• Payment information

Identity verification

Depending on your destination and other factors, we may need to verify your identity as part of the booking process. We may ask you to provide us with:

• Legal name, address, and/or other personal information. Often, these are sufficient for us to verify your identity.
• Photo of your Government ID. This could be a driver’s license, passport, identity card, or visa. Learn more about types of Government ID.
• Selfie. We may need to ask you for a photograph in case we are unable to verify your Government ID. If you can’t provide a selfie that matches your Government ID, you can contact us for an alternative verification method.

What a Host may ask for

The Host may ask for:

• Agreement to house rules
• Verified ID

Some Hosts only take bookings from guests with a verified identity. This may include a confirmed Government ID—for example, where there are restrictions on the building where the listing is located.

Note: Some regions have laws that require guests to register with local authorities. This can be done directly with the local authorities or at the accommodation on behalf of the authorities.

Where there is a law that requires guests to register with local authorities, the registration request may come from a bed and breakfast, hostel, or hotel room listed legitimately on GroupRentals.

Additionally, Hosts can request ID upon check-in, if done in person and if the requirement is in the Host’s house rules at the time of booking.

Your privacy is important to us

Your identification information is handled according to our Privacy Policy and isn’t shared with your Host or guests. We only share:

• First name. This is your first name as it appears on your profile
• Verification status. Whether your identity has been verified.

Hosts never see your payment information or your email address, even after you book. We'll email you whenever a message is sent to your Inbox.

Hope we keep in touch! Make sure that the right people have your correct phone number. Hosts need to verify their phone numbers before listing their homes, and guests must have a verified phone number before booking a reservation.

To add and verify your phone number

1. 1. Go to Account > Personal info
2. 2. Next to Phone number, click Edit then Add a phone number
3. 3. Select your country, (the country code will be added automatically)
4. 4. Enter your area code and phone number
5. 5. Click Verify and we'll send you a 4-digit code via text message (SMS)
6. 6. Enter your 4-digit code

After verifying your phone number, you can manage text message notifications by going to Account and choosing Notifications. Standard message and data rates may apply for any calls or messages sent or received.

It's simple: The more details - the more reservations you're likely to book. A robust profile shows you’re reliable and authentic to people who don’t know you yet.

Strong profiles include:

• Multiple verifications
• At least 50 words about your hobbies and interests, why you joined, or anything else you think others would like to know
• At least one recent profile photo that shows your face so Hosts can recognize you when you arrive

Profile photos

All Hosts are required to have a profile photo, and some Hosts require the same of their guests.

Guest profile photos aren’t displayed until after a booking is confirmed and can be removed at any time.

We want you to be confident that people on GroupRentals are who they say they are. One way we do that is by checking for a government ID.

For more info on this process, find out how it works, or check out our Privacy Policy.

Sometimes, where permitted by applicable law, we may provide identification info from a government ID, such as a full name, address, and date of birth, to our service providers to run background checks against public records for criminal convictions and sex offender registrations. For now, these checks are limited to users in the USA.

While we believe these checks help us deter fraud and misuse of our services, they don’t guarantee that interactions with people who book through GroupRentals will be safe or problem-free. Please carefully review our notice about the limitations of background and registered sex offender checks.

Also, where permitted by applicable law, we may provide certain identification info to banks and other financial institutions (which helps them enforce various tax, anti-money laundering, and sanctions laws), as well as to law enforcement agencies (who may be conducting investigations requiring GroupRentals involvement).

Our goal is to work closely with these organizations and comply with our legal obligations, while also helping to ensure the respect, privacy, and security of everyone who uses GroupRentals.

When you book a stay—or when you become a Host—we may need to verify your personal information, such as your legal name, address, phone number, and other contact details. 

We may also ask for a photo of your Government ID and/or a selfie to match with your Government ID. If you can’t provide a selfie that matches your Government ID, you can contact us for an alternative verification method.

Government ID and selfies

If we ask you to provide a selfie, we’ll match your photo with the picture from the Government ID you provided. This helps us confirm you’re really you.

No facial matching process is completely accurate every time. The effectiveness of this process can vary based on the quality and resolution of the photos—and changes in a person’s appearance between the two photos (for example, change in age, change in weight, or different outfit).

As a result, this process may sometimes “match” photos that are not in fact of the same person, or fail to match photos that are of the same person. Fraudulent individuals may circumvent even the most sophisticated and diligent efforts to match photos submitted for comparison.

Note: Identity verification by GroupRentals isn’t an endorsement, a guarantee of someone’s identity, or an assurance that interacting with them will be safe. Always use your own best judgment, and follow our safety tips for  guests and Hosts.

At GroupRentals, the privacy and security of our community is a top priority for us.

We’re always identifying ways to help make our community as secure as possible for everyone. Our aim is for everyone to feel confident that guests and Hosts on GroupRentals are who they say they are.

Often, your legal name and address and/or other personal information are enough for us to verify your identity. We may also ask you to provide a copy of your Government ID that includes a photo of you.

Types of Government ID

Depending on your location and what country you’re from, you may be able to verify your identity with one of the following types of Government ID:

• National identity card: with name, photograph, and date of birth
• Driver’s license: two photos—one of the front of the license and one of the back
• Passport: photo must include the numbers located at the bottom of the page with your picture

Sometimes we may ask for a selfie to match it with your Government ID. If you can’t provide a selfie that matches your Government ID, you can contact us for an alternative verification method.

Invalid IDs

Don’t use IDs for school, college, library, gym, or similar. These are not government issued—and we can’t use them to verify your identity.

Travel is a great way to put yourself out there and chart some new territory in life. To help ensure you have a good experience, you may want to consider these safety tips when interacting with Hosts and guests.

Get to know people ahead of time

There are many ways to learn about your Host or guest before your trip begins, as early as confirmation phase:

• Read reviews from other users
• Check that their identity and other account information has been verified or confirmed
• Message through your GroupRentals inbox, which keeps your email address hidden for privacy and security
• Set and pay attention to the listing’s house rules
• If you’re a Host, you may require a profile photo to book your listings

Protect your finances

Complete all payments only using GroupRentals’ secure payments platform

Keep financial information private and secure—this includes your social security or other tax ID number, date of birth, credit card and bank account information, and government-issued IDs

Be careful what you share

Be cautious when sharing personal information, like your email address, phone number, home address, place of work, etc. It’s best to use your GroupRentals inbox to communicate with others and set your notifications to be alerted about new messages, reminders, and more.

Keep a clear head and stay connected

• Doing things that impair your judgment may put you at risk
• You might consider letting friends and family know about your travel or hosting plans
• It’s helpful to know the contact information for emergency responders around your stay

Do your own research

Consider doing a web search and checking public government databases, such as US federal or state sex offender registries, for the name(s) of anyone you’re interacting with offline.

Report Terms of Service violations

Help keep our community safe by reporting any users who violate our Terms of Service to us. Examples include:

• Users who ask you to send them money outside the GroupRentals payments platform
• Users who send you harassing or offensive messages
• Users who behave inappropriately online or while staying at a listing
• Fraudulent registration, user profiles, or listings
• Users who otherwise create a safety risk

We're here to help

If there’s an emergency in progress, please contact local emergency services or law enforcement authorities for assistance.

For other safety issues, we’re available 24 hours a day. Read more about how to contact us in our Help Center.

Account security

• Start with a solid password: Your GroupRentals password should be unique—preferably completely different from any other account, such as your email, social media, or your bank. So, if one account is compromised, it's less likely to impact others.
• Review your account: Check your account if you think someone has logged in to GroupRentals without your permission.
• Flag suspicious stuff: If you think something is off about a GroupRental listing, profile, or message thread, flag it for review. You can also help the GroupRental community by reporting fake websites.

Online security

Check for the “https”: If it’s included at the start of a URL, your connection is encrypted, which protects the integrity and confidentiality of your data. Some browsers may also show a lock icon next to the URL so you know it’s secure. Type https://www.grouprentals.com directly into your browser to get started. Or, if you click a link in an email, check the destination URL before you log in.

• Stay up to date: Check for software updates that protect you from security risks.
• Install a trusted antivirus: Get help detecting, preventing, and removing common viruses—and other types of cyber attacks.
• Check the sender: Don't click links or download attachments from an email unless you know who sent it.

Additional security features

• Understand multi-factor authentication: If you log into GroupRentals from a new place or device—or edit sensitive account information—you could be asked to confirm it’s really you. You may need to enter a security code sent to your phone or email, or verify some of your account details. You might also get an account alert in case someone is trying to access your account.
• Always go through us: Keep all payments and communication on the GroupRentals platform. Don't transfer funds outside GroupRentals or share your email address before a booking is accepted. If someone emails you asking you to pay or accept payment offsite, contact GroupRentals right away.

When it comes to creating a safe password, the more symbols and numbers, the better.

Make it unique

Make sure your GroupRentals password is different from the passwords you use for other websites, like your email, bank account, or social media. That way, security issues on those sites are less likely to impact your GroupRentals account.

Do:

Use at least 8 characters

Use a mix of letters, numbers, and special characters (ex: #, $, , !)

Try combining words and symbols into a unique phrase

Don’t:

Use common words

Use a combination of word + digit (ex: "dog1" )

Use a password manager

If you find it tough to keep track of your passwords, try using a password manager. They're great for storing and organizing your passwords for each of your accounts online, so you don't have to remember them all.

Think your account has been accessed without your permission? Let’s get to the bottom of it right now. Please contact us right away!

You may be asked to:

• Change your GroupRentals password
• Review when you last logged into your account and confirm you recognize the devices and locations that logged in
• Check that your contact info, profile photos, listings, and payout methods haven’t been changed by someone else
• Confirm that any reservations in your account were made by you

If anything doesn’t seem right, we’ll help you understand what changes were made and how to undo them. To help prevent someone else from logging into your account, read our tips for keeping your account secure. 

Take down the scammers by reporting any suspicious messages. You’ll be helping keep the whole GroupRentals community safe from phishing and scams.

Be safe, and only communicate, book, and pay through GroupRentals. If you get a suspicious message, let us know by contacting us or flagging it in your inbox.

To report a suspicious message:

1. 1. Go to Inbox and click the conversation with the suspicious message
2. 2. In the message, click the Flag icon 
3. 3. Select the reason you’re reporting this person, and follow the onscreen prompts

Keeping your personal information secure is important. Generally, we keep your user account information for as long as you have a GroupRentals account. If you close your GroupRentals account, we’ll erase your personal data as described in our Privacy Policy.

By law, there is certain information that we may keep for longer, like information related to payment transactions, for fraud detection, or for safety reasons.

There’s activity on your GroupRentals account, but the question is: Is it you?  

Whenever your account is accessed using an unfamiliar browser or device, you’ll receive a login notification via email telling you:

• What browser or device was used
• What time it was 
• Where it was accessed from

If it was you, no problem! If it wasn’t, you’ll know to check your account for unauthorized activity.

Reviews should be unbiased

Members of the GroupRentals community may not coerce, intimidate, extort, threaten, incentivize or manipulate another person in an attempt to influence a review, like promising compensation in exchange for a positive review or threatening consequences in the event of a negative review.

Reviews may not be provided or withheld in exchange for something of value—like a discount, refund, reciprocal review, or promise not to take negative action against the reviewer. They also may not be used as an attempt to mislead or deceive GroupRentals or another person. For example, guests should not write biased or inauthentic reviews as a form of retaliation against a Host who enforces a policy or rule.

Reviews may only be provided in connection with a genuine group stay. For example, Hosts are not allowed to accept a fake reservation in exchange for a positive review, use a second account to leave themselves a review, or coordinate with others to manipulate the review system.

Reviews may not be used for the purpose of harming competition. For example, Hosts are not allowed to post biased reviews of listings they are affiliated with or directly compete with.

Reviews should be relevant

Reviews must provide relevant information about the reviewer’s experience with the Host, guest, or group stay, that would help other community members make informed booking and hosting decisions.

If a guest never arrived for their group stay, or had to cancel due to circumstances unrelated to that stay, their review may be removed.

Reviews should follow our content policy

Reviews may not contain explicit, discriminatory, harmful, fraudulent, illegal or other content that violates our Content Policy.

Reporting reviews under this policy

To report a review for violating this policy, contact us.

If a review violates this policy, we may remove that review, including any associated ratings and other content. We take the removal of any review seriously and only do so where there is a clear violation of this policy. Depending on the nature of the violation, we may also restrict, suspend, or remove the associated GroupRentals account.

This policy may be applied differently in different places to reflect what local law permits or requires.

Responding to reviews

While we expect all community members to post reviews that represent their genuine experience and contain accurate information, we do not generally mediate disputes concerning the truth of reviews. Instead, we allow individuals to post responses to reviews within 30 days.

Removing a review you wrote

Once a review you’ve written has been published, you can contact us to request for it to be removed.

Reviews are critical to help build trust on GroupRentals—they’re an important way for Hosts and Guests to give each other feedback, and help our community make informed decisions and understand what to expect when making plans. We believe that a fair review system is one that respects and protects our community’s genuine feedback, and we have a number of safeguards in place to help build trust in our reviews system.

Who can leave a review on GroupRentals?

Hosts and Guests can only leave reviews for stays that have been booked and paid for on GroupRentals.

When can reviews be submitted and published

Once a checkout is complete, Hosts and Guests have 14 days to submit their review. Guests and Hosts can also leave a review for certain reservations that are canceled on or after the day of check-in (12:00 AM in the listing’s timezone).

Reviews are only posted after:

1. Both parties have submitted their reviews, or
2. The 14-day period has ended—whichever comes first.

If a Host cancels a reservation before the day of check-in, the Host and guest won’t be able to leave a review for the stay.

Are reviews moderated?

GroupRentals doesn’t moderate reviews before they’re published, and reviews are encouraged to be transparent.

However, reviews do need to be honest and relate to a genuine reservation, and may be removed if they violate our Reviews Policy. In short, this means that a review may be removed if:

• The review violates GroupRentals’ Content Policy—for example, it includes private or confidential information, discriminatory, violent or threatening content
• The review is biased—for example, because the guest has been incentivised to leave a positive review in return for a free or discounted stay, or where there are signals that the reservation was made for the sole purpose of inflating a person’s overall rating
• The review is irrelevant to the author’s experience on GroupRentals—for example, because it doesn’t contain firsthand information about the Host, guest, or stay that would help other community members make informed booking or hosting decisions

We also have a detection system that proactively looks for signs that a review may not relate to a genuine stay. If our system detects that a review is likely to be fake—for example, because it doesn’t relate to a genuine stay on GroupRentals or because it relates to a stay that was solely made to inflate a person’s ratings—it’ll be removed.

Editing a review

To encourage honest and impartial reviews, we limit the ability of Hosts and Guests to edit a review after they’ve written it.

• If you submit your review first, you may edit it anytime within the 14-day review period, up until the other party submits their review
• Once both reviews are submitted or the 14-day review period has ended—whichever comes first—both reviews are automatically published and no more changes can be made
• Both Guest and Host reviews are posted at the same time and can’t be edited after they’re posted,(the other person can’t read your review and change their own as a result)
• You can’t request edits to a review written about you, except you may contact us to request a change in the gender pronoun used to describe you in the review

Responding to a review

You can post a public response to a review that someone has left for you within 30 days after the review was submitted (not published). Feel free to respond with more context or provide your own perspective.

Removing a review

You can’t remove a review written about you if you disagree with it, but you can report it to us if you think it violates our Reviews Policy. These reviews will be removed if they violate our Reviews Policy, and both guest and Host will be informed of this decision upon removal.

You can remove a review you’ve written if it no longer reflects your genuine experience as a guest or Host. You can reach out to our customer Support team with your request to remove a review you’ve authored.

How reviews are ranked

Reviews are ranked by chronological order and by relevance, which may take into consideration factors such as the user's language and search criteria.

Want to rave about your recent guest or group trip? We love that. Head to Reviews on a web browser to get started.

Requirements:

• 1,000-character limit
• Must follow our Review Policy

It’s important to note that you have to submit your review within 14 days from the time of checkout—after that, you can’t edit it.

Thought starters

The best reviews are helpful ones. Think about what you’d want to know before booking a stay or welcoming someone into your place. Highlight things like:

• Your interactions with your guest, Host, and their associates—were they pleasant and respectful?
• Anything that made the stay special, like cleanliness, personal touches, convenience, amazing coffee
• Practical info: Was the Host helpful and available? Were you thrilled with the location? Was the listing accurate?

You’ll also have the option to leave private feedback, which will be shared when reviews are posted. Get more detail on how reviews work for stays.

Other ways to share feedback

If you want, you can leave private feedback to the Host or Guest/s, which will be shared with just them when reviews are posted.

You can also leave a public response to a review that someone has left for you within 30 days of its posting. While you can’t remove their review, you can report it if you think it violates our Review Policy.

Honest reviews help Hosts and guests to grow and find the right fit in the future. But sometimes you may get one you disagree with.

The right to respond

You can post a public response to a review that someone has left for you within 30 days after the review was submitted (not published). While you can’t remove it, you can report it if you think it violates our Review Policy.

Otherwise, feel free to respond with more context or to provide your own perspective, so long as you, too, follow the policy.

Responding to a recent review

1. 1. Go to Profile > Reviews
2. 2. Click Reviews by you
3. 3. Go to the review you’d like to respond to and click Leave a Response

Your response will be posted immediately, and you can’t edit it after that—so take your time and really think about what you want to say.

Star ratings

In addition to written reviews, star ratings are a quick way for guests to give you feedback. 

They’ll rate their stays in the following categories—so bear these in mind when preparing for your next guest:

• Overall experience. How was it?
• Cleanliness. Did the place meet our standards?
• Accuracy. Was it accurately represented with up-to-date photos and info?
• Check-in. Should be easy.
• Communication. Did the Host respond to messages promptly?
• Location. Was the guest made aware of safety, transportation, points of interest and special considerations like noise or other situations that might affect their stay?
• Value. Was it worth the price?
• Amenities. Was everything promised in the listing available and in good, working condition?
• Learn how we strive to make reviews and ratings more fair and accurate.

Where guests can find your listing’s rating

Once at least 3 guests rate your listing, an aggregate of their primary scores is shown near the title in search results and on the listing itself. Aggregate scores by category can be found alongside the reviews. Preview your listing to check things out.

You have 14 days after checkout to write a review for a trip.

To see whether you can still write a review:

1. 1. Go to Profile > Reviews
2. 2. Select Reviews by you
3. 3. Check if the reservation is under Reviews to write or Expired reviews

Our review system is automated, so we’re unable to make any exceptions. But if you'd still like to thank your Host or give them helpful feedback about your stay, you can send them a note using your GroupRentals message thread.

If the host cancels a stay before the day of check-in, you won’t have the option to leave a review. Instead, an automatic review will be added to their listing’s profile to indicate that they canceled the reservation. These reviews are one of the penalties for host cancellations and can’t be removed.

If the host cancels a stay on or after the day of check-in (12:00 AM in the listing’s timezone), you will have the option to leave a review. If you choose to leave a review, be sure to follow our Review Policy and only rate and comment on relevant experiences which you can personally speak to. For example, you may have valuable feedback about poor communication, an issue at check-in, or difficulty getting to a listing. However, if you didn’t complete check-in, you may not have relevant feedback about the location, amenities, or value.

When someone browses your listing, reviews are ordered based on several factors that are relevant or helpful for guests, including things like:

• How recent the review is
• The language of the review
• The country where the reviewer lives
• The length of the review

For example, if a Canadian traveler browses your listing, recent reviews by Canadian guests will be shown first. This helps guests read reviews that are relevant to them so they can decide if your listing is a good fit.

However, even though a newer review might not show at the top of your listing page, all the reviews are still available for potential guests.

If you cancel a reservation as a host, an automated review will be posted to your profile. These reviews are one of the host cancellation penalties and can't be removed.