Safety policy

How TrustStay handles urgent stay concerns, suspicious activity, and support escalation.

Emergency first

If a guest feels unsafe or there is an emergency, they should leave if safe to do so and contact local emergency services first. TrustStay support can help after immediate safety is handled.

Strong smells and fumes are habitability issues

Gas, fresh paint, chemical fumes, smoke, mold/mildew, sewage, or any heavy odor that makes a guest feel dizzy, sick, unsafe, or unable to stay can be reported as an urgent safety/habitability issue. Photos may not prove smell, so TrustStay may review the guest’s timeline, owner messages, replacement-stay receipt, emergency/gas-company report, and owner response.

Leave first

If the stay feels unsafe, leave if you can safely do so before documenting anything.

Contact local help

For emergencies, contact local emergency services. TrustStay support is not emergency dispatch.

Document after safety

Photos and notes help support review the case after immediate danger is handled.

Users must provide truthful account, booking, and photo evidence information.
Suspicious listings, fake photos, repeated refund abuse, or unsafe behavior may be reviewed and restricted.
Safety tickets should be treated as urgent in the admin support queue.
Strong smells, fumes, gas concerns, mold/sewage odor, or smoke smell may be reviewed even when photos alone cannot prove the issue.
Admin moderation can pause bookings/listings while a serious account issue is reviewed.
Production launch should include human escalation, final legal policy, and incident documentation.
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