Introduction

At Travelnest, we are committed to maintaining a secure, transparent, and professional marketplace for holiday rentals. To protect both hosts and guests, we have strict policies regarding content and off-platform interactions. Violations may result in content removal, penalties, or even account suspension.

This guide outlines our policies on acceptable content, prohibited off-platform communication, and key violations that hosts must avoid.

Prohibited Content

To comply with Travelnest and booking platform policies (e.g., Airbnb, Booking.com), hosts must not include the following in their listings, images, or guest communications.

Listings

❌ Contact information: No phone numbers, email addresses, social media links, or website URLs.
❌ Company branding: No logos, watermarks, or promotional branding in listing images.
❌ Text in images: Photos must not include any text, including visible car registration plates.
❌ People in images: Photos should focus solely on the property, with no people included.
❌ Pricing manipulation: No misleading price comparisons or external rates.

Enquiry Messages

Hosts must not:

❌ Encourage guests to cancel and book directly.
❌ Request or accept direct payments outside of Travelnest.
❌ Share personal contact details (phone, email, social media, website links).
❌ Mention alternative booking platforms or suggest booking outside Travelnest.
❌ Provide bank account details or request wire transfers.

Allowed: 

✅ Discussing amenities, availability, and pricing within Travelnest.
✅ Accepting bookings via Travelnest and partner platforms.
✅ Providing general location details (e.g., “near Central London”), but not exact addresses before confirmation.

Confirmed Booking Messages

Once a booking is confirmed, more logistical details can be shared, but certain restrictions still apply.

Hosts must not:

❌ Suggest or pressure guests to cancel and book directly.
❌ Attempt to charge extra fees outside the agreed booking terms.
❌ Promote external services or businesses unrelated to the stay.
❌ Provide misleading check-in details.

Allowed: 

✅ Sharing the exact address and directions.
✅ Providing check-in instructions, access codes, and Wi-Fi details.
✅ Discussing amenities, house rules, and emergency contact information.

Security Deposits and Off-Platform Payments

Policies vary depending on the booking platform:

❌ For Airbnb: Any discussion of security deposits or off-platform payments is strictly prohibited. Airbnb handles all damage claims via AirCover, and violations may result in listing suspension. For additional charges (e.g., hot tub usage, extra services), hosts must contact Travelnest to request.

✅ For other platforms: Hosts may collect security deposits and off-platform payments directly, but Travelnest does not process or hold them. Hosts must comply with the platform’s policies and must not bypass Travelnest for booking payments.

Content Moderation

We use automated and manual moderation to ensure compliance. Any content violating these policies will be flagged or removed.

Common Content Violations

Allowed: 

✅ "Yes, I’m happy to proceed with the booking!"
✅ "The price is non-negotiable, but let me know if you have any 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 being charged 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 contact Travelnest support. Adhering to these guidelines ensures a secure and seamless experience for both hosts and guests.

Travelnest Compliance Team