위홈

Help Center

Our community policies

Learn about Wehome’s community policies and the responsibilities of community members. Wehome’s community policy provides rules and guidelines to ensure that both hosts and guests can interact with each other respectfully and safely. Here, you will find guidelines on property usage, booking procedures, cancellation and refund policies, and conduct to maintain courtesy and safety among community members, all aimed at supporting a pleasant and positive experience for all users.

 

위홈 신뢰 커뮤니티

Safety & legal compliance

For safety, both guests and hosts must comply with the laws and regulations of South Korea. Wehome applies additional guidelines and rules for enhanced safety.

Certain activities and behaviors are prohibited at Wehome to ensure safe accommodation.

If you or someone else feels threatened or unsafe, the first step is to contact 119 or 112 for emergency medical assistance or police intervention. If you witness or experience any behavior that violates Wehome’s terms or policies, please inform Wehome.

Wehome provides 24/7 support for safety-related issues. For details on how to contact Wehome, please check the help center.

In the event that a report of an impending danger is received, Wehome may contact the police to verify the safety of those involved.

Hosts’ Legal Compliance Obligations

  • Hosts must operate their accommodations legally under the regulatory framework of the South Korean government to ensure the safety of guests’ travel and stay. For shared accommodations or urban guesthouses in regular residences, registration must be completed through the Foreign Tourist Urban Guesthouse Business or Shared Accommodation Pilot Exemption. For other types of lodging businesses, including rural experience businesses and Hanok experience businesses, relevant laws and regulations must be adhered to.

Guests’ Legal Compliance Obligations

  • Guests must not engage in illegal activities such as possession or use of illegal drugs, prostitution, or human trafficking while staying at the accommodation.

Wehome’s verification process.

As guests from around the world stay in accommodations in Korea through Wehome, it is important to strive to prevent the spread of infectious diseases.

What we do allow

  • If afflicted with a minor, non-preventable illness: If a host or guest is suffering from a minor illness but must continue hosting or traveling, they must take preventive measures when staying in accommodations shared with other community members.

What we don’t allow

  • Exposure or risk of exposure to serious infectious diseases: Anyone diagnosed with an epidemic, showing related symptoms, or exposed to an epidemic should not contact other community members in reservation-related situations. Temporary restrictions may be imposed on accommodations, experiences, or accounts with infection risks.
  • Violation of public health guidelines: All guests and hosts must adhere to public health guidelines for infectious diseases (e.g., COVID-19) by maintaining social distancing and wearing appropriate protective gear when in shared spaces or with people outside of their party.
  • Inadequate cleaning: Hosts must adhere to Wehome’s 5-step cleaning process and keep the accommodations clean.

We’re here to help
If you witness or experience any behavior that violates Wehome’s policies, please inform Wehome.”

Privacy

To help create an environment that promotes privacy, here are some ground rules on what we do and don’t allow.

To help create an environment that promotes privacy, here are some ground rules on what we do and don’t allow.

What we do allow

  • Host re-entry: During a stay, Hosts may re-enter their property or enter a guest’s dedicated room in a shared stay when the guest gives the Host permission or when there is an emergency.

 

What we don’t allow

  • Physical intrusions: Hosts and guests must not access or attempt to access private spaces unless they have permission or there is an emergency.
    • In entire-home stays, this applies to the listing itself and its property.
    • In shared stays, this applies to shared bathrooms when another person is inside, as well other areas where users have a reasonable expectation of privacy, such as a bedroom or private bathroom.
      Use of another’s personal property:
  • Hosts and guests must not use the personal property of another unless they are given permission to do so.
  • Private space interference: Hosts and guests must not interfere with another’s ability to use a private space, such as by engaging in privacy-infringing activities like spying.
  • Non-consensual content sharing: Private information, photos, or videos of community members must not be publicly posted unless the subject of the post has given their permission.

Hosts must comply with South Korea’s general privacy laws and accommodation-related laws. Wehome makes additional efforts to protect guests’ privacy.

We do not allow Hosts to have security cameras or recording devices that monitor indoor spaces, even if these devices are turned off. Hidden cameras have always been prohibited and will continue to be prohibited. Hosts are allowed to have exterior security cameras, noise decibel monitors, and smart devices as long as they comply with the below guidelines and applicable laws.

Security cameras and recording devices

  • Security cameras and recording devices are any device that records or transmits video, images, or audio such as a baby monitor, or doorbell camera.
  • Hidden security cameras are strictly prohibited.
  • Hosts are not allowed to have security cameras and recording devices that monitor any part of a listing’s interior, such as the listing’s hallway, bedroom, bathroom, living room, or guest house, even if they’re turned off or disconnected. These prohibitions also apply to the common areas and shared spaces of private room listings (ex: a living room).
  • Hosts are not allowed to place security cameras and recording devices over exterior areas to the listing where users have a greater expectation of privacy, such as the inside of an enclosed outdoor shower or in a sauna.
  • Hosts are allowed to have exterior security cameras and recording devices, and are required to make sure their location is disclosed in the listing’s description (ex: “I have a camera in my front yard,” “I have a camera over my patio,” “I have a camera over my pool” or “I have a doorbell camera monitoring my front door and the hallway of my apartment building.”)
  • Hosts are required to disclose exterior security cameras and recording devices under their control, such as the hallway of their apartment building or over their backyard.

Noise decibel monitors

  • Noise decibel monitors are devices that assess sound levels and their duration but do not record audio.
  • Hosts are allowed to have noise decibel monitors in the listing’s interior as long as the Host discloses their presence and they are not located in bedrooms, bathrooms, or sleeping areas. Hosts are not required to disclose where their noise decibel monitors are located.

IoT smart home devices

  • Smart home devices are devices that connect and interact with other devices or networks, such as Amazon’s Alexa and Google’s Nest.
  • Hosts are allowed to have smart home devices.
  • Hosts are encouraged, but not required, to disclose their presence in their listing. We also encourage Hosts to give guests the option of unplugging or disabling smart devices.
Disclose your security camera or recording device
  • It is required to inform about such installations in the safety details of the accommodation information.

For the protection of guest privacy and safety, hosts must grant permission and agree to the following with Wehome.

  • Wehome hosts must allow Wehome to visit and access the property for the purposes of quality and safety verification.
  • Wehome verifies and certifies the use of “security cameras, recording devices, noise decibel meters, and smart home devices” in the accommodations to protect guest privacy, and may disclose or report this information.

Content and reviews

In consideration of all members of our community, we restrict certain online content. This applies to descriptions and images of stays and Experiences. This page offers general guidance on Wehome’s community policies and doesn’t cover every possible scenario.

Note: We reserve the right to remove any content, in whole or part, that violates our Content Policy. In the event of repeated or severe violations, we may also restrict, suspend or remove the associated Wehome account.

What we don’t allow

  • Violating content: Any content that violates our Content Policy or our Copyright Policy.
  • Violent or graphic content in an accommodation: Hosts shouldn’t display imagery depicting physical harm in spaces shared with guests unless it has historical or cultural significance.
  • Display of such content must be disclosed in writing in the listing description.
  • Violent or graphic content in a listing description: Hosts shouldn’t include images of physical harm in their listing description.
  • Sexually explicit content on Wehome: Sexually explicit imagery (photos or videos) isn’t allowed on Wehome. However, some sexually suggestive imagery and sexually explicit, suggestive, or nude artwork in mediums other than photo or video (e.g., paintings, sculptures, etc.) are allowed on Wehome if they’re used for the purpose of disclosing items with sexual themes found in a Listing or Experience.
  • Sexually explicit language: Hosts may not display or use language verbally or written that is intended for sexual arousal, or that contains or references sexual acts.

We want you to feel confident that the reviews you read on Wehome are authentic, trustworthy, and useful. Reviews are only helpful when reviewers accurately recount their experience and provide their honest opinions, whether positive or negative.

What we don’t allow

  • Review manipulation: Attempting to influence a guest’s or Host’s review through threats or incentives has no place in our community.
  • Competitor reviews: Established competitors of a specific Host may not leave a negative review with the intent to dissuade guests from booking that Host’s stay.
  • Conflict of interest: Reservations created only to try to manipulate the review system with fake reviews and fake ratings are not allowed.
  • Irrelevant or biased reviews: Reviews that are biased, retaliatory, or don’t include relevant or helpful information may be removed.
  • Violating content: Any other content that doesn’t follow Wehome’s Content Policy has no place in our community.

Hosts can create custom links that directly connect to their property pages. A profile that displays all of a host’s properties can also be created with a custom link.

Custom link for each property

Select the property you want to create a custom link for. Find the custom link in the property details and choose to edit it.
A custom link can be created for each property, so hosts managing multiple properties can create a separate custom link for each one. Additionally, hosts using professional hosting tools can create one custom URL that links to a professional marketing page.

Custom link for host profile (all property display)

You can create and share a custom link for your profile. When you have multiple properties, instead of a separate custom link for each, you can deliver a profile custom link that displays all your properties. Choose to edit your profile, select the custom link tab, enter your desired custom link name, and save it.

Community expectations

We expect our guests to uphold certain standards and be considerate and respectful of their Hosts, Hosts’ neighbors, and any other community members they may meet.

What we don’t allow

  1. Disrespecting surrounding communities: During their stay or Experience, guests must respect the surrounding community and its rules. This includes but is not limited to: designated quiet hours, parking locations and hours, number of cars allowed, and proper disposal of trash and debris in designated areas.
  2. Disrespecting the reservation agreement: Guests must abide by the rules set by Hosts for each reservation as long as those rules are not inconsistent with Wehome terms or policies. This includes but is not limited to: check-in and checkout times; number of guests; permissibility of pets, smoking, or commercial film/photography; and other Host rules agreed upon at the time of booking. Guests should also return any keys as agreed upon by both parties and promptly communicate with the Host if issues come up.
  3. Disrespecting the space: Guests may not leave the place where they stayed or its grounds in a state that requires excessive or deep cleaning or repairs beyond normal wear and tear. Cleaning fees are only meant to cover the cost of standard cleaning between reservations.
  4. Tampering with security devices: Guests may not disconnect or otherwise obscure any permissible and properly-disclosed security devices.
  5. Access of personal property other than your own: Any areas clearly designated as off-limits, locked, or containing personal or confidential information are off limits to guests.

We’re here to help

If you witness or experience behavior that goes against our policies, please let us know.

Respect must extend beyond the Wehome community to those around us. That respect includes avoiding disturbing neighbors with disruptive gatherings, noise, or other agitating behaviors and actions.

What we do allow

  • Host-designed rules: We encourage Hosts to clearly explain the expectations they have of their guests in their house rules, listing descriptions, and through Wehome message threads. Wehome sets minimum standards, but Hosts should consider including additional information or guidelines customized to their neighborhood.
  • Professional hospitality events: Only professional hospitality businesses such as hotels or bed and breakfasts may offer large scale events, provided they do not disturb the surrounding community or otherwise create a community nuisance.


What we don’t allow

  • Disruptive gatherings: Gatherings that threaten the safety of or disturb the surrounding community are not allowed, regardless of size. Learn more about our community disturbance rules, including our rules against disruptive parties and events.
  • “Party house” listings: Unless hosting as part of a professional hospitality business, Hosts should not encourage or otherwise permit disruptive gatherings, parties, or events in their listing descriptions or elsewhere.
  • Community nuisances: Disruptive behavior and actions including excessive smoking around neighbors or smoking in areas where smoking is prohibited, littering, making excessive noise, or obstructing a neighbor’s access to their homes aren’t allowed.

We’re here to help

  • If you or someone else feels threatened or unsafe, please first contact local law enforcement authorities for assistance. Additionally, if you witness or experience behavior that goes against our policies, please let us know.

It is important that those who use Wehome are respectful of local communities. That respect includes trying to avoid disturbing neighbors with disruptive parties, events, noise, or other disruptive behaviors and actions. This Policy covers our ban on disruptive gatherings and other community disturbances during listing stays.

Parties and Events

Disruptive gatherings are prohibited, regardless of size.

What we don’t allow:

  • Disruptive gatherings
  • Open-invite gatherings
  • Disturbances to the surrounding community such as:
    • Excessive noise
    • Excessive visitors
    • Excessive trash/littering
    • Smoking nuisances
    • Parking nuisances
    • Trespassing
    • Vandalism
  • Advertising listings as party or event friendly


Unauthorized party intervention
We are committed to safe and responsible travel, and reducing the number of unauthorized parties at Wehome listings has long been a priority. To help us achieve this, we take action, and may block certain reservations that we determine to be higher risk for unauthorized parties.

What happens when a Host or guest violates our policies?
We ask our community to work together to help prevent community disturbances and disruptive gatherings. Airbnb may take steps up to and including suspending or removing a guest, Host, or listing from the Wehome platform if they fail to comply with our policies.

Where a listing is advertised as party or event friendly, we may suspend the listing until the violating content is removed. We may also ask the Host to update their listing to include an explicit rule stating that parties and events are not allowed. Where a Host has set an unreasonable occupancy for a listing, we may require the Host to update the listing’s occupancy to mitigate the risk of disruptive gatherings.

In rare cases where it appears that the listing is intended primarily for the purpose of hosting parties or events (for example, party or event venues), or where a listing has created a severe or chronic nuisance within a neighborhood, the listing may be permanently removed from Wehome.

Reporting a disruption
When it’s believed an Wehome listing  is causing a community disturbance—whether that’s excessive noise, a disruptive gathering, or unsafe behavior—members of the local community can report it through our dedicated Neighborhood Support. This provides access to the Neighborhood Support team phone number, where a party or other community disturbance that’s still in progress can be reported. Once an issue is reported to us, we will send a confirmation email explaining what happens next. This page also provides a link to local emergency services

We require everyone who is part of our community to stick to these simple rules for being a great guest:

  • Treat your Host’s home like your own
  • Follow the Host’s standard house rules

 

Details of the ground rules
1. Treat your Host’s home like your own

  • Cleanliness: Guests should not leave the listing in a state that requires excessive or deep cleaning (moldy dishes, soiled carpets, stains from pets, etc.). Cleaning fees set by Hosts are only meant to cover the cost of standard cleaning between reservations (laundry, vacuuming, etc.).
  • Litter: Guests should put their trash in designated trash receptacles and be mindful of excessive amounts of trash.
  • Damage: Where guests cause damage that is beyond normal wear and tear, we expect guests to inform Hosts of the damage as soon as possible and work with the Host to find a reasonable solution. Guests are expected to pay reasonable requests for reimbursement if they’re responsible for damage, missing items, or unexpected cleaning costs. Learn more about getting charged for damage.

 


2. Follow the Host’s standard house rules

  • Approved guests: Guests should respect the approved number of guests and should ask their Host if they’re unsure about the rules for visitors. Disruptive gatherings are always prohibited. Learn more in our Community Disturbance Policy.
  • Check-in time: Guests should respect their Host’s check-in window and should not check in before or after the designated window without prior approval from the Host.
  • Checkout time: Guests should complete checkout, including key return, by the designated checkout time indicated on the Airbnb reservation, and should not leave belongings at the listing past the designated checkout time for storage or later pickup without prior approval from the Host.
  • Smoking: Guests should not smoke inside a listing unless they are allowed to do so by the Host. This includes the use of tobacco, cannabis, e-cigarettes, etc.
  • Approvals for pets: Guests should not bring any pets inside a listing that is designated as “no pets” in the house rules, bring more pets than are approved into a listing, or fail to inform the Host about any pets brought inside the listing. Note that service animals are not considered pets. Learn more about our rules around service animals in our Accessibility Policy.
  • Noise: Guests should respect designated quiet hours and should not disturb the surrounding community with a disruptive level of noise (loud music, shouting, slamming doors, etc.).
  • Commercial film and photography: Guests should not participate in film or photography that is intended for commercial use or profit, without documented permission from the Host.

Reporting a violation
Wehome encourages Hosts to promptly report violations of these ground rules. We accept reports directly from Hosts who contact us, as well as from neighbors.

When a Host is dealing with a suspected or actual violation of these ground rules, we ask that they:

  1. Communicate with the guest—this is often the quickest path to resolution.
  2. Document the issue through the Airbnb message thread, an emailed complaint from a neighbor, photos, etc.
  3. Contact us to report any issues, or request payment for damages through the Resolution Center.
  4. Leave an honest review with feedback so that the guest can improve for future Hosts.

 

 

Holding guests to these ground rules
We are committed to enforcing these ground rules. Actions we take may include providing information to guests about the policy and issuing warnings. When repeated or severe violations of these ground rules are reported, guests may also be suspended or removed from our community.

In addition to standard house rules covered in these ground rules, Hosts can also add a written set of additional rules to their listing page. If a guest violates any of these additional rules, Hosts can reach out to customer support to help with the appropriate next steps.

Communicate promptly with the Host if issues come up
In addition to the above ground rules, good communication between Hosts and guests is important for successful stays. When guests are able to (not out of cell phone range, etc.), Wehome encourages guests to be responsive when a Host reaches out to resolve an issue.

Appealing violations
Guests may appeal decisions under this policy by contacting customer support or through the link we provide to start the appeals process. In reviewing appeals, we will consider any additional details the guest provides, such as new or corrected information, violations of our Reviews Policy, or other relevant circumstances related to the violation(s).

Cancellations and refunds

What happens if a Host cancels before check-in
If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund. If a Host cancels a reservation within 30 days prior to check-in we’ll also help the guest find a similar place, depending on availability at comparable pricing.

What happens if another Reservation Issue disrupts a stay
Guests must report Reservation Issues within 72 hours after discovery. If we determine that a Reservation Issue has disrupted a guest’s stay we’ll give the guest a full or partial refund, or help the guest find a similar place, depending on availability at comparable pricing. Rebooking assistance or the amount refunded depends on several factors including the severity of the Reservation Issue, the impact on the guest, the portion of the stay affected, whether the guest vacates the accommodations, other mitigating factors, and the strength of evidence provided of the Reservation Issue.

 

What Reservation Issues are covered
The term “Reservation Issue” refers to these situations:

  • Host cancels the reservation prior to check-in.
  • Host fails to provide their guest access to the accommodations.
  • Accommodations are not habitable at check-in, including but not limited to any of the following reasons:
    • Not reasonably clean and sanitary.
    • Contain safety or health hazards.
  • Accommodations are significantly different than advertised, including but not limited to any of the following reasons:
    • Inaccurate space type (e.g. entire place, private room, or shared room).
    • Inaccurate type or number of rooms (e.g. bedrooms, bathrooms, and kitchens).
      Inaccurate location of the accommodations.
    • The Listing fails to disclose that the Host, another person, or a pet will be present during the stay.
    • Special amenity or feature advertised in the Listing is not present or does not function (e.g. pool, hot tub, major appliance, heating, and air conditioning systems).

 

How to request rebooking assistance or a refund
To request rebooking assistance or a refund, the guest who made the reservation must contact us or their Host within 72 hours after discovery of the Reservation Issue. Requests should be supported by relevant evidence such as photographs, videos, or confirmation of the conditions by the Host, which we will use to help determine whether a Reservation Issue has occurred.

How this Policy affects Hosts
If a Host cancels a reservation or another Reservation Issue disrupts a guest’s stay, the Host will receive no payout or will have their payout reduced by the amount refunded to their guest.

In most circumstances we will attempt to confirm a guest’s reported concern with their Host. Hosts can also dispute a guest’s assertion of a Reservation Issue by contacting us.

Other things to be aware of
This Policy applies to all reservations made on or after April 29, 2022 and is applicable to the maximum extent permitted by law, which may imply guarantees that cannot be excluded. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a request to us, whenever feasible, the guest must notify the Host and try to resolve the Reservation Issue directly with their Host. In connection with resolving the issue, guests can request refunds directly from Hosts using the Resolution Center. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. As part of providing rebooking assistance we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of a cash refund.

If a guest demonstrates that timely reporting of a Reservation Issue was not feasible, we may allow for late reporting of the Reservation Issue under this Policy. Reservation Issues that are caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent request violates our Terms of Service and may result in account termination.

Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that guests or Hosts may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any guest or Host. All rights and obligations under this Policy are personal to the booking guest and Host of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.

Generally, Wehome’s cancellation and refund policies are governed by the specific property’s refund policy. However, in the case of major disasters, such as those that make it impossible to fulfill a reservation or when legally prohibited, an exceptional disaster policy may apply in place of the usual cancellation policy.

If a situation is deemed a significant disaster, guests may cancel their reservation and receive a refund, travel credits, and/or other compensation regardless of the reservation’s refund policy. Hosts can cancel reservations without incurring cancellation fees or other penalties, although the accommodation for the cancelled reservation dates will be blocked.

Want to book with confidence by checking the cancellation policy in advance, or do you need to cancel your reservation right now and require information about the refund policy? Here’s how to check the refund policy applicable to your stay.

Checking the Refund Policy Before Booking
You can find detailed information about the refund policy on the property page and during the booking process before payment. You can check the cancellation and refund policy in your travel itinerary or on the property’s detail page.

Cancellation Deadline and Refunds
The times and dates shown in the refund policy are based on the local time zone where the property is located. The deadline for a refundable cancellation is based on the property’s check-in time (local time zone), and if no check-in time is specified, it is considered to be at 3 PM.

If you want to know the refund amount, start the cancellation process and the details will be displayed. Depending on the length of stay, the timing of the cancellation, and the refund policy applied to the reservation, partial refunds may be available even after check-in.

Learn more about refunds when canceling a reservation.

Situations Considered for Exceptions

If there were impediments to your reservation due to emergencies or natural disasters, it may be considered a situation eligible for an exception and a refund might be possible. If you need to cancel a reservation due to the COVID-19 pandemic, find out what cancellation options are available.

Issues During the Stay
If a problem occurs after arriving at the accommodation and the host cannot resolve it promptly, you may be protected under Wehome’s rebooking and refund policy.

Refund Policy Hosts Need to Check
If hosts want to learn more about the refund policy applicable to them or their properties, they should check the property’s refund policy.

Payments and payouts

We take steps to protect Wehome’s platform’s integrity and mitigate the risks and losses associated with fraud, scams, and abuse by taking action against violators.


What we do allow

  • Select off-site payments: Certain off-site payments are permitted only when permission has been granted in advance by Wehome and guests are made aware prior to booking. This includes but is not limited to: collections of local tax or occupancy tax, “all-inclusive” fees at timeshares or resorts, security deposits or incidental fees such as pet fees, valet parking, wifi charge, gym fee, breakfast fee, etc.

What we don’t allow

  • Extortion: Hosts and guests must not use direct or indirect threats to coerce an intended outcome (ex: a payment, review, etc.) from an individual or group.
  • Off-platform activity: Hosts and guests must not communicate, share personal contact information, pay, or request payment for a reservation or experience outside of Wehome’s platform.
  • Coupon and referral abuse: Hosts and guests must not attempt to misuse Wehome’s coupon and referral program.
  • Non-fraud chargebacks: Hosts and guests must not attempt to misuse or make false chargeback claims to obtain a refund.

We’re here to help
If you witness or experience behavior that goes against our policies, please let us know.

Hosts cannot charge guests a security deposit through the Wehome Resolution Center or outside the Wehome platform. Instead, Wehome informs guests during the booking process that compensation may be deducted from the already paid security deposit or additional compensation may be claimed in case of damage during the stay.

Hosts can set up a security deposit for guests to pay at the booking stage, and refund it after checkout once they confirm that there is no damage to the property.

However, hosts managing their properties via API-connected software can use the offline fee function to set up a security deposit. When a host sets a security deposit, Wehome clearly informs the guest of the deposit requirements during the booking process.

Compensation procedure when no security deposit is set:
If damage occurs during the stay due to the guest, someone invited by the guest, or pets, the host can claim compensation from the guest through the Resolution Center. If Wehome’s mediation concludes that the guest is liable, the compensation can be claimed from the paid security deposit or the guest can be separately requested to pay the compensation.

Learn more here about what to do as a guest if damage occurs to the property. Hosts can check in detail how to claim compensation for damage, lost items, and unexpected cleaning costs at [Getting charged for damage]. 


For the most part, Hosts can’t collect any additional fees or charges outside our platform unless expressly authorized by us.

The exception is hotels and software-connected Hosts, who can charge and collect certain fees using a separate payment method⁠—as long as they’re detailed in the listing and included in the price breakdown before booking. These include:

  • Resort fee: This can cover the cost of amenities like pool, gym, or wifi
  • Security deposit: A refundable deposit that can be used to cover any damage that occurs during the stay
  • Cleaning fee: A one-time fee used to cover the cost of cleaning
  • Incidentals: This can include things like valet, parking, or airport shuttle fees.

 

Hosts usually collect these fees before a stay, at check-in, or within 48 hours after checkout.

Hosting stays

Every Host should meet these basic standards so that their guests have a comfortable, reliable experience.

What we don’t allow

  1. Hosting without permission and/or the appropriate licenses: Wehome requires that all Hosts be authorized to host, and that Hosts comply with all applicable laws.
  2. Unreliable communication: Hosts should be responsive and willing to answer questions within a reasonable amount of time from guests or Wehome and follow any necessary steps from Wehome to fix issues.
  3. Inaccurate listings: A Host’s property, location, listing type, privacy levels, and amenities should accurately reflect what was written in the listing description at the time of booking. Hosts may only adjust details for an accepted booking after guest consent.
  4. Unsecure stays: Hosts must ensure that every stay is able to be secured at the main entrance, and keys or access codes should be provided for all main points of entry.
  5. Unreliable check-ins: Hosts must provide guests with the right information to access their stay at check-in (ex: proper access codes, clear directions). Hosts that plan to meet guests at check-in must ensure that they’re present at the agreed upon time. The use of lockboxes or entry codes must remain secure (ex: change codes in between reservations).
  6. Unclean stays: A Host’s property must be free of known health hazards (ex: mold, pests, vermin), meet a high standard of cleanliness, and be cleaned between stays.
  7. Unsafe stays: Hosts must ensure that stays or Experiences are free of undisclosed safety hazards (ex: blocked fire exits, risks of electric shock, rat poison). Hosts must remedy any safety hazards if they are raised by a guest or Wehome.
  8. Arbitrage: Using a 3rd party to book a hotel or 3rd party accommodation and listing it on Wehome at an inflated rate, is not allowed. Hosts must adhere to specific rules for timeshares or similar accommodation types when considering whether or not to list on Wehome.
  9. Animal exploitation: Stays or Experiences that exploit animals have no place in our community (ex: roadside zoos, trophy hunting experiences).

We require Hosts to follow our rules in these areas, which help create comfortable, reliable stays for guests:

  1. Reservation commitment
  2. Timely communication
  3. Listing accuracy
  4. Listing cleanliness

Hosts are also expected to maintain high review ratings, as guests expect a consistent level of quality and use reviews to share their experience.

Details of the ground rules
1. Positive review ratings
Listings should maintain a high overall review rating and avoid too many low ratings. We’ve found that Hosts who get great reviews tend to focus on four things: reservation commitment, timely communication, accurate listing details, and cleanliness.

2. Reservation commitment
Hosts should honor accepted reservations and provide a reliable check-in experience.

  • Cancellations: Hosts should not cancel confirmed reservations, unless there are certain valid reasons beyond the Host’s control. Even in these cases, Hosts should do their best to cancel with as much lead time as possible and contact Wehome if they need help.
  • Check-in: Hosts should provide their guests with the ability to readily access the listing at check-in (ex: correct directions, updated keycode, etc.) and throughout their stay.


3. Timely communication
Hosts or Co-Hosts should be available to respond to guest inquiries or unexpected issues that may come up before and during stays.

We recognize that Hosts have many demands on their time. What is considered a reasonable response time can depend on specific circumstances, like the nature of a guest’s inquiry and the stage of their trip.

For example, if a guest reaches out with a question that is material to their stay:

  • Before the stay:
    • If check-in is more than five days away, Hosts are expected to respond to guests within three days of receiving a message. This is when guests are likely reaching out for additional information to plan the details of their trip.
  • Leading up to check-in and during the stay:
    • Close to check-in time, or if an issue arises during the stay (a missing key amenity, listing access issue, etc.), it’s especially important to respond quickly to guest messages. During these moments, Hosts are expected to respond within 1 hour to guest messages received during local daytime hours. Outside of local daytime hours, Wehome may provide immediate assistance to guests who are facing a trip issue if the Host is unresponsive.
    • Otherwise, when a guest reaches out to you during the stay or within five days of their arrival, it’s best to respond within 12 hours to guest messages received during local daytime hours. This is because if check-in is within five days, guests may be beginning their travel and may need confirmation of final details like check-in instructions or the location of the listing.

4. Listing accuracy
The listing page at the time of booking should accurately describe the home and reflect the features and amenities that will be available at the listing from check-in to checkout, including:

  • Booking details: Hosts should only change the details of an accepted booking (dates, price, etc.) with the guest’s prior consent.
  • Location: The location information (map pin, address, etc.) on the listing page should be accurate. The listing page should also disclose any information about the surroundings that may impact the level of noise.
  • Type, size, and privacy: The listing page should accurately describe the type of accommodation offered (private room, entire home, etc.), the setup of the listing (number of bedrooms, size of beds, etc.), and the level of privacy (presence of an on-site property manager, other guests, etc.).
  • Property: The place provided should be the one that was booked, and the photos and description on the listing page should accurately represent the space provided. Hosts should only substitute one listing for another if they have prior agreement from the guest and the guest has accepted a trip change request.
  • Amenities and house rules: The listing page should disclose applicable house rules and accurately represent all available amenities (hot tub, kitchen, gym, etc.) and features offered in the listing. If the listing advertises “essential amenities”, all amenities from this list should be available to guests. If there are restrictions associated with amenity access, these should also be fully disclosed on the listing page (for example, a pool that is only available during certain hours or months of the year).

 

5. Listing cleanliness
All listings should be clean and free of health hazards before guest check-in.

  • Health and safety: Listings should be free of health hazards (mold, pests, etc.).
  • Cleanliness: Hosts should provide listings that meet a high standard of cleanliness (free of extensive dust, pet dander, dirty dishes, etc.).
  • Guest turnover: Hosts should be sure to clean between every stay (do laundry, take out trash, vacuum/sweep, wipe down surfaces, etc.).


Reporting a violation
Wehome encourages guests to promptly report violations of these ground rules. When a guest is dealing with a suspected or actual violation of these ground rules, we ask that they:

  1. Communicate with the Host—the Host is in the best position to quickly resolve issues.
  2. Document the issue using the Wehome message thread, photos, etc.
  3. If the Host can’t resolve the issue, contact us to report the issue directly or request a refund through the Resolution Center.
  4. Leave an honest review with feedback so that the Host can improve for future guests.

Holding Hosts to these ground rules
We are committed to enforcing these ground rules. When a ground rule violation is reported, Wehome will attempt to contact the Host to understand what occurred.

Actions we take may include providing information to Hosts about this policy and issuing warnings. When repeated or severe violations of these ground rules are reported, Hosts or their listings may be suspended or removed from the platform.

Depending on the nature of the violation, Wehome may also take other actions, such as canceling an upcoming or active reservation, refunding a guest from a Host’s payout, and/or requiring Hosts to provide proof that they have addressed issues before they can resume hosting.

In addition, a Host who cancels a confirmed reservation, or is found to be responsible for a cancellation, may face other consequences under our Host Cancellation Policy. Wehome may waive cancellation fees and, in some cases, other consequences if the Host cancels because of certain valid reasons beyond the Host’s control.

Appealing violations
Hosts may appeal decisions under this policy by contacting customer support or through the link we provide to start the appeals process. In reviewing appeals, we will consider any additional details the Host provides, such as new or corrected information, violations of our Reviews Policy, or other relevant circumstances related to the violation(s).

We require all Hosts to follow our ground rules, which help create comfortable, reliable stays for guests. When violations occur, we aim to first provide information to Hosts about the policy and issue warnings. However, Wehome may temporarily suspend or remove listings for repeated or severe violations of the ground rules.


Listing suspension and removal under ground rules for Hosts
1. Listing suspensions
You can identify suspended listings by going to the Listing Issues page found within the Insights tab. While your listing is suspended, it won’t show up in search results and you won’t be able to receive any new bookings.

To review the issues that led to your suspension, go to the Listing Issues page. You should also familiarize yourself with our ground rules for Hosts and review tips in our Resource Center.

You’ll have the opportunity to reactivate your listing once the suspension period is over. Depending on the nature of the issue, you may also be asked to provide sufficient evidence that the issue is fixed.

2. Existing reservations
You can continue to host your current and upcoming reservations, which will not be impacted by your listing being suspended.

3. After the suspension period
If your listing is eligible for reactivation, you can reactivate by logging into your account and following the steps that appear. Once reactivated, your listing will again show up in search results and be available to accept new bookings. Please note that even after reactivation, your listing could be suspended again or removed from the platform if guests continue to report issues.

If your listing is pending removal, it will not be eligible for reactivation unless you successfully appeal.

4. Listing removals
Listings that have been identified for removal will be shown on the Listing Issues page found within the Insights tab. Once your listing is removed from Wehome, it will no longer be accessible on your Listings page.

5. Appealing violations and listing removals
You may appeal a listing removal or other decision by contacting us directly or through the link provided to start the appeals process. In reviewing appeals, we will consider any additional details you provide, such as new or corrected information, violations of our Reviews Policy, or other relevant circumstances related to the violation(s).

To proceed with an appeal, you’ll need to provide:

  • The name of the listing;
  • The reservation codes for the stays where the issues were reported, which can be found in the Reservations tab;
  • The specific issue reports that you would like to appeal and why; and
  • Any relevant documentation to support your appeal.

Circumstances that are not considered grounds for an appeal include:

  • “The guest review was unfair.” Disagreeing with a guest review is not sufficient grounds to appeal a decision under this policy. Reviews may only be removed if they violate our Reviews Policy.
  • “This was a one-time issue.” Removals for violations of our ground rules for Hosts are based on repeated or severe violations, rather than a single minor incident.


Other Wehome enforcement action on listings and accounts
In addition to actions we may take for violations of our ground rules for Hosts, Wehome may suspend or remove individual listings or accounts for violations of our other terms or policies.