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.
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.
Production launch should include human escalation, final legal policy, and incident documentation.