Guest refund review
Clear steps for when a stay does not match the owner’s cleanliness photos.
Upload evidence
Submit 3–5 current arrival photos and a written reason for visible cleanliness issues.
TrustStay reviews
We compare owner photos, guest photos, AI risk labels, timestamps, messages, and safety context.
Refund decision
If evidence supports the claim, TrustStay may approve a refund through the booking flow.
Customer protection timeline
Reserve
Guest creates booking and payment is protected.
Owner photos
Host submits required room photos before check-in.
Arrival review
Guest compares the stay and uploads arrival photos.
Accept
If the stay matches, guest confirms and owner payout can proceed.
Refund review
If it does not match, support reviews evidence from both sides.
When refund review is strongest
Reported quickly
The issue is reported during the arrival review window whenever possible.
Current photos
Photos clearly show the room, the issue, and match the booking location/time.
Specific reason
The guest explains what does not match the listing or owner photos.
When photos cannot prove the problem
Strong paint fumes, gas smell, chemical odor, mold/mildew smell, smoke smell, sewage odor, or other heavy smells may make a stay unsafe or uninhabitable even when the room looks clean in photos. In those cases, TrustStay treats the report as urgent safety/habitability review and may consider written timeline, symptoms, owner messages, replacement-stay receipts, emergency reports, and any safe-to-collect photos/videos.
Demo mode simulates refunds. Production refunds require real payment configuration, final legal terms, and support/admin review. TrustStay should not promise automatic refunds without evidence review.