Community Standards
Our community is built on trust, respect, and Arabian hospitality. These standards ensure a positive experience for everyone.
Our Core Values
Respect
Treat every member of our community with dignity and consideration, regardless of background.
Safety
Prioritize the safety and security of all guests, hosts, and properties.
Trust
Build trust through honest communication, accurate listings, and reliable service.
Guest Standards
Respect the Property
- Treat the property as if it were your own home
- Follow all house rules set by the host
- Report any damage or issues immediately
- Leave the property in a clean and tidy condition
- Do not exceed the maximum occupancy stated in the listing
Respect the Community
- Keep noise levels appropriate, especially during quiet hours
- Be considerate of neighbors and building residents
- Follow building rules and regulations
- Do not host parties or events without explicit permission
Communication
- Respond to host messages in a timely manner
- Communicate any changes to your plans promptly
- Use the OnsStay messaging system for all communications
- Be honest and transparent in all interactions
Legal Compliance
- Do not engage in any illegal activities on the property
- Comply with all UAE laws and regulations
- Do not use the property for commercial purposes without permission
Host Standards
Accurate Listings
- Provide accurate and up-to-date property descriptions
- Use recent, high-quality photos that represent the actual property
- Clearly disclose all amenities, restrictions, and house rules
- Keep calendar availability current
Property Standards
- Ensure the property is clean and well-maintained
- Provide all amenities listed in the description
- Maintain functioning safety equipment (smoke detectors, fire extinguishers)
- Address maintenance issues promptly
Guest Experience
- Respond to booking requests and inquiries within 24 hours
- Provide clear check-in instructions before arrival
- Be available to address guest concerns during their stay
- Honor all confirmed bookings
Compliance
- Maintain valid DTCM holiday home licensing
- Comply with all local regulations and building rules
- Ensure appropriate insurance coverage
- Report accurate income for tax purposes
Communication Standards
Do
- Use respectful and professional language
- Respond to messages within 24 hours
- Keep all communications on the OnsStay platform
- Be clear and honest in all communications
- Report inappropriate behavior to support
Don't
- Use offensive, discriminatory, or threatening language
- Share personal contact information before booking
- Attempt to complete transactions outside OnsStay
- Harass or pressure other users
- Share misleading or false information
Review Guidelines
Reviews help build trust in our community. Both guests and hosts are encouraged to leave honest, constructive reviews after each stay.
Review Standards
- Be honest and accurate in your assessment
- Focus on your actual experience
- Be constructive, not destructive
- Avoid personal attacks or discriminatory comments
- Do not include content unrelated to the stay
Prohibited Content
- False or misleading statements
- Discriminatory or hateful content
- Personal information of other users
- Spam or promotional content
- Content that violates privacy
OnsStay reserves the right to remove reviews that violate these guidelines. Users who repeatedly post inappropriate reviews may face account restrictions.
Policy Violations
Violations of our community standards may result in consequences including:
- Warning: First-time minor violations may receive a warning
- Review Removal: Inappropriate reviews will be removed
- Booking Cancellation: Serious violations may result in booking cancellation
- Account Suspension: Repeated or severe violations may lead to temporary suspension
- Account Termination: Serious or repeated violations may result in permanent removal from the platform
We investigate all reported violations thoroughly. If you believe you've been unfairly penalized, you may appeal through our Resolution Center.
Report a Concern
If you witness or experience a violation of our community standards, please report it immediately.
Report an Issue