Travelnest's Content and Off-Platform Policy

Introduction

At Travelnest, we are committed to keeping our marketplace safe, professional, and transparent. To protect both hosts and guests, we have clear rules around listing content and off-platform communication. Breaking these rules could lead to content removal, penalties, or even account suspension.

This guide explains what content is allowed, what off-platform communication is prohibited, and what you need to avoid as a host.

Prohibited content

To comply with Travelnest and the policies of booking platforms like Airbnb and Booking.com, hosts must not include the following in their listings, images, or guest messages.

Listings – not allowed

✘ Contact information such as phone numbers, email addresses, social media links, or website URLs

✘ Company branding, logos, watermarks, or promotional branding in images

✘ Text in images, including visible car registration plates

✘ People in images – photos should focus solely on the property

✘ Misleading pricing or comparisons with external rates

Enquiry messages – not allowed

✘ Encouraging guests to cancel and book directly

✘ Requesting or accepting payments outside of Travelnest

✘ Sharing personal contact details (phone, email, social media, websites)

✘ Mentioning alternative booking platforms or suggesting bookings outside Travelnest

✘ Providing bank account details or requesting wire transfers

Enquiry messages – allowed

✔ Discussing property amenities, availability, and pricing within Travelnest.

✔ Accepting bookings through Travelnest and partner platforms

✔ Providing general location details (e.g., “near Central London”), but not exact addresses, before booking confirmation

Confirmed booking messages – not allowed

✘ Suggesting or pressuring guests to cancel and book directly

✘ Attempting to charge extra fees outside the agreed booking terms

✘ Promoting external services or businesses unrelated to the stay

✘ Providing misleading check-in details

Confirmed booking messages – allowed

✔ Sharing the exact address and directions

✔ Providing check-in instructions, access codes, and Wi-Fi details

✔ Discussing amenities, house rules, and emergency contacts

Security deposits and off-platform payments

Airbnb: Discussion of security deposits or off-platform payments is strictly prohibited. All damage claims are handled via Airbnb’s AirCover. Additional charges (e.g., hot tub use, extra services) must be requested through Travelnest.

Other Platforms: Hosts may collect security deposits and off-platform payments directly but must comply with platform policies. Travelnest does not process or hold these payments.

Content moderation

Travelnest uses both automated and manual moderation to ensure compliance. Any content violating these policies may be flagged or removed.

Common content violations

Allowed Communications

"Yes, I’m happy to proceed with the booking"

"The price is non-negotiable, but let me know if you have other questions"

"The apartment is near the city centre and within walking distance of key attractions"

Enforcement for violations

If a host violates Travelnest’s content or off-platform policies, the following actions may be taken:

Additionally, encouraging guests to cancel their booking may result in a cancellation fee.

Summary of key guidelines

✘ No personal contact details, external links, or social media references before a confirmed booking.
✘ No encouraging booking cancellations.
✘ No images containing people, logos, or watermarks.
✘ For Airbnb: Security deposits or off-platform payments must never be discussed.

✔ For other platforms: Hosts may collect security deposits but must comply with platform policies.
✔ For Airbnb additional charges (e.g., hot tub usage, extra services), hosts must contact Travelnest
✔ Hosts can discuss pricing and amenities within Travelnest’s platform.
✔ General location details are acceptable, but exact addresses can only be shared after booking confirmation.

For any questions regarding content policies, please reach out to our Customer Support team here.

Following these rules ensures a safe, professional, and seamless experience for both hosts and guests.