Emergency first
If a guest, owner, or other person faces immediate danger, they should contact local emergency services first. TrustStay support is not police, fire, medical dispatch, security, insurance, or emergency response.
Draft for attorney review
Draft Safety & Emergency Policy
Urgent incidents, unsafe stays, local emergency services, and support escalation.
Not final legal terms
This document is a planning draft. It should be reviewed, revised, and approved by qualified counsel before TrustStay uses it as public legal policy.
Purpose
Clarify that TrustStay support can help after immediate safety is handled.
Attorney focus
Confirm emergency disclaimer and liability limits.
Confirm incident documentation and escalation duties.
Confirm safety-related account/listing suspension rights.
Unsafe stay reports
Users should leave an unsafe environment if they can do so safely.
Users should preserve photos, messages, booking details, and police/emergency report details if available.
Strong gas, fresh paint, chemical, smoke, mold/mildew, sewage, or heavy odor reports may be treated as urgent safety/habitability cases even when photos cannot prove the issue.
TrustStay may escalate safety cases, pause bookings, deactivate listings, restrict accounts, or request additional evidence.
Listing recovery after safety cases
After a safety/habitability refund or serious incident, TrustStay may keep the listing paused until the owner submits fresh turnover/recovery evidence and admin approves reactivation. Counsel should confirm owner notice, appeal, payout, refund, and relisting language.
Platform moderation
TrustStay may review account history, support tickets, disputes, photos, listing data, and user communications before suspending, banning, or restoring a user. Counsel should confirm due process, appeal, and notice language.
Review note
After counsel finalizes this document, update the matching public TrustStay policy page and keep this legal-review draft archived for launch records.