Guest Safety Guidelines

About These Guidelines

PataStay helps guests discover BnBs and connect with independent property hosts. These Guest Safety Guidelines are designed to help you make safer and more informed decisions before, during and after contacting a host through PataStay.

Every guest is responsible for reviewing the information available on a listing, communicating with the host and confirming important details before making accommodation arrangements.

Before You Unlock a BnB

Take a moment to review the property information shown on PataStay before paying to unlock host details.

• Read the property description carefully.
• Review available photographs and property information.
• Check the general location of the BnB.
• Review any listed amenities, rules or stay requirements.
• Make sure the property appears suitable for your needs before unlocking.

After Unlocking Host Details

Once your unlock is successful, PataStay may make available the host contact options associated with that property. Depending on the available options, you may be able to call, WhatsApp or chat with the host through PataStay.

Before making accommodation payment or travelling to the property, contact the host and confirm:

Communicating With Hosts

Clear communication reduces misunderstandings. Ask questions before committing to a stay whenever information is unclear.

You should consider confirming details such as room type, number of guests, check-in and check-out times, parking, internet access, house rules, access instructions and any other requirement that is important to your stay.

Before Paying a Host

Accommodation payments are arranged directly between the guest and the independent property host. Do not rush to make a payment simply because you have unlocked a property's contact information.

Before sending accommodation payment:

• Confirm that the BnB is available for your intended dates.
• Confirm the exact amount you are expected to pay.
• Confirm what the payment covers.
• Confirm the name of the person or business receiving payment.
• Check that the payment instructions match what the host has communicated to you.
• Retain your payment confirmation or transaction reference.

If payment details unexpectedly change, pause and confirm directly with the host before proceeding.

Checking Property Information

Property information may change over time. Before travelling, reconfirm information that matters to your stay directly with the host.

This may include:

• The exact location and access route.
• The accommodation type and sleeping arrangements.
• Parking availability.
• Security or access arrangements.
• Electricity, water, Wi-Fi or other amenities you require.
• House rules and guest restrictions.
• Check-in and check-out procedures.

If information provided by the host materially differs from the information displayed on PataStay, you can report the listing to us.

Before and During Check-In

Plan your arrival carefully, particularly when visiting an area you are unfamiliar with.

• Confirm your expected arrival time with the host.
• Make sure you have the correct property location before travelling.
• Keep your phone charged where possible.
• Share your travel or accommodation details with someone you trust when appropriate.
• Do not enter a property if the location or situation is materially different from what was agreed and you feel unsafe.

Once inside the property, familiarize yourself with exits, locks, access points and any safety information provided by the host.

Protecting Your Personal Safety

Exercise the same reasonable caution you would use when dealing with someone you have met online for the first time.

• Avoid sharing unnecessary sensitive personal information.
• Do not share passwords, PINs or verification codes.
• Do not provide access to your mobile banking or financial accounts.
• Be cautious when asked to make unexplained or unusual payments.
• Do not continue with an arrangement that makes you feel unsafe or pressured.
• Contact PataStay if you believe a listing or user may be misusing the platform.

Warning Signs to Take Seriously

Stop and verify the situation if you encounter behaviour that appears suspicious or materially different from the original listing.

Reporting a Property or Safety Concern

If you believe a listing contains misleading information, a host is behaving suspiciously or you experience a safety-related problem, contact PataStay and provide as much relevant information as possible.

Helpful information may include the property name, host details, screenshots, messages, payment references and a clear explanation of what happened.

Emergencies and Immediate Danger

PataStay is not an emergency response service. If you believe you or another person is in immediate danger, prioritize your physical safety and contact the appropriate local emergency services or authorities.

Once you are safe, you may also report the property, host or incident to PataStay so that we can review activity relating to the platform.

PataStay's Role

PataStay operates as a property discovery and connection platform. It enables guests to discover BnBs and, after a successful unlock, access available host contact information.

Property hosts are independent users of the platform. Unless expressly stated otherwise, PataStay does not operate the listed properties and does not become the accommodation provider merely because a property appears on the platform.

An unlock does not create an accommodation reservation. Guests and hosts remain responsible for confirming availability, property details, accommodation prices, check-in arrangements and any accommodation payment made directly between them.