Our community policies
The standards of behaviour we expect from guests and partners across every Flexiestays stay, covering respect, safety, honesty and responsible conduct.
Our mission is to create a welcoming, safe and inspiring environment for every guest and partner. These community policies set out the standards of behaviour we expect across all stays and interactions. By booking or hosting with us, you agree to follow these principles.
Respect and inclusion
Flexiestays is built on respect. Guests and partners must treat one another with dignity, kindness and fairness.
- No discrimination based on race, nationality, religion, gender, identity, sexual orientation, disability or any other personal characteristic.
- Everyone deserves equal access to comfortable, safe and enjoyable accommodation.
Fair and honest stays
All bookings should be based on honesty and trust. Guests can expect accurate descriptions, fair pricing and transparent communication.
- Misleading information, hidden fees and dishonest conduct will not be tolerated.
- Guests must provide correct details when booking, including the accurate number of occupants.
Safety and security
The wellbeing of our guests is our highest priority.
- Properties must meet safety standards, including secure entry, fire safety and essential amenities.
- Guests must follow property rules designed to keep them safe, such as maximum occupancy and no unauthorised visitors. See the house rules.
- Any behaviour that endangers others, whether reckless, negligent or intentional, is strictly prohibited.
Anti-discrimination
We have a zero-tolerance stance on discrimination. Every guest and partner must feel welcome regardless of background, identity or circumstance. Discriminatory comments, refusal of service or hostile behaviour may result in removal from the platform.
Responsible behaviour
We want every stay to be enjoyable, which means respecting both the property and the local community.
- No excessive noise, parties or disruptive behaviour.
- Respect neighbours, shared spaces and local laws.
- Guests are responsible for leaving the property in a clean and reasonable condition.
Payments and cancellations
To ensure fairness and trust:
- All payments must be processed securely through the Flexiestays platform.
- Cash and off-platform payments are not permitted.
- Our flexible cancellation policy allows full refunds up to 7 days before check-in on short stays.
Communication and support
We offer 24/7 support for all guests and partners.
- Use our communication channels to keep conversations clear, documented and safe.
- Abusive or threatening messages are unacceptable and may result in account suspension.
Zero tolerance for unacceptable conduct
We will take action against:
- Discrimination or harassment of any kind.
- Fraud, scams or attempts to misuse the platform.
- Violence, threats or unsafe behaviour.
- Repeated breaches of our community policies.
A final word
Flexiestays is more than accommodation, it is a community. By following these principles you help us create an environment where every stay feels like home and every guest feels welcome.