TrustStay FAQ
Answers for guests and owners about photos, refunds, support, payments, and safety.
Customer FAQ
Simple answers for the questions guests ask before trusting a booking platform.
Why do I need arrival photos?
Arrival photos protect both sides. They prove the real condition when you arrived and help TrustStay compare the guest view with the owner photos.
When is the owner paid?
The owner payout can proceed after the guest accepts the cleanliness check, or after the review window closes without a valid dispute.
What if the photos do not match?
Open the booking, upload 3–5 current photos, write what is wrong, and request refund review. TrustStay compares both sides of the evidence.
Can I cancel?
Yes, cancellation depends on timing and policy. If the host fails required photo steps or the stay is materially different, support can review the case.
What happens if a host scams guests?
Admin can place the host under review, suspend or ban the account, pause listings, and keep evidence in the moderation record.
What if a guest damages property?
Owners can open support with evidence. TrustStay reviews photos, messages, booking history, and account conduct before taking action.