Help

 

Help

Understand Airstar quality standards and the legal requirements for hosts. Learn how to prepare for hosting by creating a listing, talking to neighbor’s, and communicating with potential guests. New hosts:
Who can host on Airstar?

Almost anyone can be a host. It's free to sign up and list your space. The listings available on the site are as diverse as the hosts who list them, so you can post any beds in flats, entire houses, rooms in bed and breakfasts or inns, tree houses in the woods, boats on the water, or enchanted castles.

You can list your space in almost any location worldwide. While we would like to keep the Airstar marketplace open to the entire world, we are required to comply with international regulations that restrict the use of our site by residents of certain countries.

Why can't I use Airstar from my location?

Airstar is required to comply with international regulations that restrict the use of our site by residents of certain countries. Because of this, our services are not available in Crimea, Iran, Syria, and North Korea.

I’d like to create a listing in China, what do I need to know?

Airstar operates our business in the People's Republic of China (which for these purposes, excludes Hong Kong, Macau and Taiwan) (“China”) through Airstar Internet (Beijing) Co., Ltd. (“Airstar China”).

If you don’t reside in China:

If you don't reside in China, but choose to create a listing in China, the following information will be transferred to, stored, used and processed by Airstar China, including:

    Your name, phone number, email address and passport/ID details All information relating to the listing including its address Booking information relating to the listing (such as guest details, booking dates and payment amounts) Messages between you and prospective and confirmed guests at the listing

Chinese government agencies may require Airstar China to disclose host, guest and listing information relating to stays in China. Similar to other hospitality companies that do business in China, Airstar China may disclose your information to Chinese government agencies without further notice to you.

If you reside in China:

If you reside in China, your information is stored, used and processed by Airstar China. If you create a listing in China, the following information will be stored, used, and processed by Airstar China, including:

    Your name, phone number, email address and ID details All information relating to the listing including its address Booking information relating to the listing (such as guest details, booking dates and payment amounts) Messages between you and prospective and confirmed guests at the listing

Chinese government agencies may require Airstar China to disclose host, guest and listing information relating to stays in China. Similar to other hospitality companies that do business in China, Airstar China may disclose your information to Chinese government agencies without further notice to you.HELP

How can I prepare to host?

Tips to get your listing ready Your listing is how people find and book your place. Make sure you:

    Keep an updated calendar so that you’ll only get bookings when you’re available. Use your calendar settings to control when and for how long guests can book your space, when guests can arrive, and to add preparation time between reservations. Sync other calendars like weekend and weekday rate, pick season rate, you want to use for your space. Decide whether you’d like all of your guests to have verified their ID before they’re able to book your space. Write check-in instructions and include contact information, Wi-Fi passwords, your neighborhood guide, house rules, and any other vital information guests need to get situated and comfortable.
Tips to get your home ready

Get to know your guests before they arrive by checking out profiles or starting a conversation to set the tone for their stay. You may also want to:

    Provide a way for guests to access keys and check in even when you’re not around. Bulk-buy amenity items you offer guests. Soap, bottled water, or snacks are a good start. A few sets of sheets and towels will help you ready your space quickly without having to deal with laundry. Consider getting professional help with cleaning and management. Many hosts include a small cleaning fee to offset the cost of hiring a professional.
How should I talk to my landlord about hosting on Airstar?

Here are some tips to help you and your landlord get on the same page about hosting on Airstar:

Know the rules and regulations

Before you start hosting, know what contracts and rules affect you, such as leases, condo board or co-op rules, HOA rules, or rules established by tenant organizations. Pay special attention to any rules about guests or subletting, and ask your landlord if you’re unsure about anything. Make sure you understand and comply with these rules before listing your space. If you’ve already listed your space, take some time to review these rules and other laws in your city or state to make sure you’re complying.

Make a great first impression

Let your landlord know more about who you are, how you care for your home, and why you want to host on Airstar.

  • Tell your landlord about yourself and why you want to host on Airstar. If you can’t do this in person, send them a message.
  • Show your landlord that you care about your home, your building, and your neighbors. Give them a tour of your space, or share some photos.
Let them know we’ve got your back

Let your landlord know how Airstar is a community built on trust, with trust and safety resources.We also conducts periodic background checks on U.S. guests whenever possible. Create rules that work for everyone

Collaborate with your landlord to set guidelines about when and how you’ll host guests. To show your landlord you’re a responsible host and help they feel more comfortable:

    Agree on how often you’ll be hosting guests Set a limit for the number of guests allowed to stay at one time Share your home and building rules with each guest. Show your landlord your listing page that details your house rules Give your guests emergency phone numbers and a map of emergency exits and evacuation routes
Get your neighbors on board

Show your commitment to being a responsible host by making sure your neighbors are comfortable with you hosting on Airstar. Let them know that they can report an issue with an Airstar host or guest, and we’ll reach out to resolve it.

Keep everyone in the loop

To avoid any surprises, let your landlord know when you get reservations. They may feel more comfortable with you hosting guests if they know when to expect them. With your guests’ permission, you can also share their names or Airstar profiles with your landlord so your landlord knows who’s going to be staying in your home.HELP

Talk about the Friendly Buildings Program

The Airstar Friendly Buildings Program helps hosts partner with their landlords to agree on rules and update agreements, so they can host on Airstar. Landlords and hosts can also agree to share portions of the reservation income, and use it for community funds or renovations, making hosting beneficial to everyone.

Ask questions and be confident

If your landlord declines your request to host on Airstar, don’t be afraid to ask why. You may be able to address their concerns, help them understand more about Airstar, or encourage them to partner with you through the Friendly Buildings Program.

How do I create a listing on Airstar?

You can create a listing in the Host section of your profile. After you publish your listing, it may take up to 24 hours for it to appear in search results.

What's group payment?

When guests travel in groups, they can split the payment with each other. If they don’t pay the full amount within 4 days, we’ll cancel their reservation. How it works The guest booking the reservation splits the cost with their group at checkout. Until it’s paid in full, their reservation will have an Awaiting group payment status and your calendar will be blocked for those dates. Guests pay through their Airstar accounts and can be added to the reservation, so you’ll know who’s coming to stay in your place before they arrive. Any guests on the reservation are Added guests and the payment status will be shown in Your Reservations. If we cancel the reservation because they didn’t pay on time, we’ll give back any money they’ve paid so far. Since group payment reservations aren’t confirmed until everyone has paid, your cancellation policy won’t apply if we cancel the pending reservationHELP

Why am I being asked to add account details?

In some cases, we’ll ask you to provide additional account details and information. This is something that’s required to keep your payouts coming. As a licensed payments business, Airstar is also required to ask for this information in order to comply with global financial services regulations.

For individuals

If you’re an individual who hosts on Airstar (meaning you’re not a business or part of a company), we’ll ask for the following info:

    Your legal name: This is what appears on a government ID or official document. It could be different than your Airstar profile name. What you enter as your legal name won’t change your profile name. Your date of birth: You may have entered this elsewhere but we need to confirm it. Your home address: This is the physical address where you actually live, which could be different than an Airstar listing address.

You may also be asked to provide a government ID

For businesses

If you host on Airstar as a business or as a part of a company, you’ll be asked for other information related to the business.

Why can’t I see a guest’s profile photo?

Guests are asked for profile photo when they sign up and again when they request or book a reservation. While guests can book a place without having a profile photo, we strongly encourage them to upload one before they check in.HELP

Why am I being asked to confirm my business information?

If you joined Airstar as business or company, we may ask you to confirm your business ID, address, and phone number. As a licensed payments business, Airstar is required to ask for this information in order to comply with global financing regulations. We’ve partnered with a global identity verification service to confirm the business or company information you give us. This service won’t use the information for any other purpose than to confirm your company or business. If we can’t confirm the info you submitted, the Airstar account associated with it will be deactivated.

How do I check the status of my guest’s reservation?

You can check the status of a reservation or a reservation request in the Your Reservations section of your account.

How do I view and send messages?

Messaging on Airstar starts when a guest makes an inquiry or reservation request. Afterward, all messages related to that enquiry or reservation request will appear in your inbox. To view or send a message

    1. On Airstar.com, go to your Messages 2. Select Traveling or Hosting 3. Click on a message thread to view old messages or send a new one

To read a message you deleted, click the dropdown menu above your messages and select Archived If a message makes you feel uncomfortable or someone tries to get you to pay outside Airstar please let us know.HELP

Message Threads

When you click on a message, you can view the conversation and also the following information:

    Host or guest profiles including number of reviews, verifications, and description. Reservation and payment details such as date of enquiry, number of guests, and price breakdown. Events such as reservation confirmation, pre-approvals, and special offers are notated in the timeline of the conversations. If any actions are needed from you, you’ll see the prompt at the top of the page, above the conversation. Guests can make booking enquiries or reservation requests, and hosts will be able to accept or decline requests. Hosts will see what the guest pays and what they will earn. They will also be able to see a snapshot of their calendar.
What does each reservation status mean?

If you want to see the status of your reservation, you can find your status in your Inbox on the message thread with the guest or host. Once you’ve found your status, you can see the details of the status below.

Reservation statuses

Inquiry: A guest sent a message to a host about certain dates, but hasn't submitted a reservation request. In response, the host can send a message, pre-approve, send a Special Offer, or decline the dates of the inquiry. Reservation Request: A guest sent a message to a host by submitting a booking request for specific dates. In response, the host will need to either accept or decline the request within 24 hours before it expires. Pending: A guest is waiting for a host to respond to a reservation request. The host has 24 hours to respond before the request expires. Accepted: A host accepted a guest's reservation request or the request was accepted automatically with Instant Book. Airstar has collected full payment from the guest and the booking is complete. Declined: A host declined a guest's reservation request. No charge is made to the guest.HELP Expired: A host took more than 24 hours to respond to a pending reservation request. If the host wants to accommodate the expired request, the host will have to send a pre-approval or Special Offer, or the guest will need to send another reservation request. Canceled: A host or guest cancelled a confirmed reservation. Pre-Approval: A guest has contacted the host about specific dates and the host has responded by inviting them to book the dates. If the guest accepts the pre-approval request within 24 hours, their reservation will be confirmed. Special Offer: A guest has contacted the host about specific dates and the host has responded by inviting them to book the dates with a different price than what is listed on their calendar. If the guest accepts the special offer within 24 hours, their reservation will be confirmed. Awaiting Payment: A host chose to accept a guest's reservation request, but the guest's payment didn’t go through. The guest has 24 hours to successfully update their payment information for the reservation to be accepted. Otherwise, the reservation will be cancelled without penalty. Action Required: A guest submitted a reservation request to a host who requires they complete Verified ID and they haven't completed the process yet. The request is on hold until Verified ID has been confirmed. Closed: The guest is no longer looking for a place to stay for the dates they requested. Not Possible: A guest contacted a host about specific dates and the host responded with a Special Offer or pre-approval, but some or all of the dates are no longer available on the host's calendar.

What legal and regulatory issues should I consider before hosting on Airstar?

When deciding whether to become an Airstar host, it's important for you to understand how the laws work in your city. Some cities have laws that restrict your ability to host paying guests for short periods. These laws are often part of a city's zoning or administrative codes. In many cities, you must register, get a permit, or obtain a license before you list your property or accept guests. Certain types of short-term bookings may be prohibited altogether. Local governments vary greatly in how they enforce these laws. Penalties may include fines or other enforcement. These rules can be confusing. We're working with governments around the world to clarify these rules so that everyone has a clear understanding of what the laws are.HELP In some tax jurisdictions, Airstar will take care of calculating, collecting, and remitting local occupancy tax on your behalf. Occupancy tax is calculated differently in every jurisdiction, and we’re moving as quickly as possible to extend this benefit to more hosts around the globe. In the meantime, please review your local laws before listing your space on Airstar. More information about your city's laws and regulations may be available on our Responsible Hosting page in the Your City's Regulations section. By accepting our Terms of Service and activating a listing, you certify that you will follow your local laws and regulations.

What regulations apply to my city?

When deciding whether to become an Airstar host, it’s important for you to understand the laws in your city. As a platform and marketplace, we don’t provide legal advice, but we do want to give you some useful links that may help you better understand laws and regulations in your town, city, county, or state. This list is not exhaustive, but it should give you a good start in understanding the kinds of laws that may apply to you. If you have questions, contact your local government, or consult a local lawyer or tax professional.
Business Licenses: Many cities and counties require owners or operators of certain businesses to apply for and obtain a license before the business can be operated. Many local governments have sections of their websites explaining the business licensing process, and providing you with relevant forms and information. Contact your city or county for more information. Building and Housing Standards: Most local governments and many states have rules and regulations specifying minimum construction, design, and maintenance standards for buildings, including regulations on habitability, health, and safety. Certain rules applicable to residential and non-residential uses may be relevant to your listing. Some cities or counties may also require an inspection of your property to make sure it meets minimum habitability standards. Contact your local government to find out what standards apply to your listing.
Zoning Rules: Most cities and counties have laws that set out the way you can use your home. These rules are often found in a zoning code, planning code, or city ordinances. You should consult these rules or regulations to see if your listing is consistent with current zoning requirements or use definitions, or contact your local government directly. Special Permit: Some cities or counties may require a special permit to rent out your home. Contact your city or county government to see if you need one, and, if you do, how to get it. Taxes: Many cities, counties, and states require hosts to collect a tax for each overnight stay, and pay that tax to the city or county. Contact your local government to see if you need to collect any taxes. Other Rules: It's also important to understand and follow other contracts or rules, such as leases, timeshare ownership rules, condo board or co-op rules, HOA rules, or rulesHELP established by tenant organizations. Read your lease agreement and check with your landlord if applicable. We're committed to working with local officials to help them understand how Airstar benefits our community. Where needed, we will continue to advocate for changes that will allow regular people to rent out their own homes. Host quality standards

What are Airstar's standards for hotels?

We welcome listings hosted by professional hospitality providers on Airstar as long as they offer unique spaces and personal hospitality to the Airstar community. Some of the qualities we look for in these listings include:

    Access to common gathering spaces and/or events Guest rooms with personal touches that are individually unique and/or local in design Guest rooms and common spaces that incorporate local influences Unique design characteristics which set the property apart from others High-quality photography

We also look for hosts who provide personal hospitality to guests by offering things like:

    Locally relevant or unique amenities (ex: Local food or beverage, unique features) Local maps with personalized recommendation (ex: Not a local tourist bureau map with ads) Local tours (ex: Neighborhood walking tours) An owner or manager that is available on property full-time

Some examples of spaces that may be a good fit for Airstar include:

    Bed & breakfast Boutique hotel Nature/eco lodge Timeshare Serviced apartment Hostel Minsu (Taiwan) Ryokan (Japan) Pension (Korea) Heritage hotel (India)HELP

Our standards for personal hospitality and unique spaces help ensure that we’re meeting guest’s expectations for the type of listings they want to find on Airstar. Listings that don’t represent these types of spaces may be permanently removed from Airstar.

What are Airstar's basic requirements for hosts?

To help create comfortable, reliable stays for guests, we ask all hosts to meet five basic requirements for each listing:

    Provide essential amenities: This includes toilet paper, soap, linens/sheets, and at least one towel and pillow per booked guest Be responsive: Maintain a high response rate by replying to booking enquiries and reservation requests within 24 hours. Accept reservation requests: Make guests feel welcome by accepting requests whenever you’re available. Avoid cancellations: We take cancellations seriously and ask all hosts to avoid cancelling on guests–their travel plans depend on it. Maintain a high overall rating: Guests like to know they can expect a consistent level of quality, no matter where they book.

Go to Progress to see how you’re doing in each of these areas. Your performance is tracked against the average level of performance for all hosts on Airstar. Listings that consistently fall below the average could be subject to penalties.HELP Hosting policies

What is the Airstar service fee?

To help operate the Airstar platform, we charge a service fee to hosts and guests when a booking is confirmed. Fees for home bookings Host service fees The host service fee for homes is generally 3%, but may be higher for hosts in Italy or hosts who have a Super Strict cancellation policy. This fee is calculated from the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding Airstar fees and taxes) and is automatically deducted from the payout to the host. To review the service fee charged for a particular booking: 1. Go to Transaction history on Airstar.com 2. Next to the reservation you want to review, click the reservation code Guest service fees The guest service fee for homes ranges between 7% and 20% of the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding Airstar fees and taxes) and is calculated using a variety of factors—these include the reservation subtotal, the length of the stay, and characteristics of the listing. In general, the service fee gets lower as the reservation cost gets higher. Guests see this fee on the checkout page before they book a reservation. If Airstar is required to collect VAT, the service fee and VAT amounts will be combined on the checkout page, which could make the service fee appear to be higher than 20%.

Fees for experiences
Host service fees

We charge hosts who offer experiences a 12-20% service fee. This is calculated based on the price of the experience and is automatically deducted from the host’s payout. Hosts who participate in nonprofit partnerships for experiences have this fee waived.HELP

Guest service fees

We currently do not charge a guest service fee for experiences.

VAT charges on service fees

Depending on the laws of the jurisdiction involved, VAT may be charged on top of the host and guest service fee. The service fee will include these VAT charges when applicable.

How do I join Airstar as a company or manage company info on an account?

We welcome listings hosted by professional hospitality providers on Airstar, including hotels that meet our criteria. To join Airstar as a business or company:

    Go to Airstar.com and select Host Then select Add a new listing You’ll be asked a series of questions about your place, one of which you can upload company Name, CIN , & Tax Number. Select Yes, I work for or run a hospitality business Hit Next to save your answer and continue with listing your space on Airstar

To add your company’s information to an existing Airstar account:

    Go to Airstar.com and click on your profile photo Select Account Settings In the list of options under Account Settings, click Settings Under Company account, click the Create company account button Add your company’s information and click Save company details

To update or remove your company’s information:

    Go to Airstar.com and click on your profile photo Select Account Settings In the list of options under Account Settings, click Settings Under Company account, you can update your company’s info Then click Save company details To remove your company account, click Remove company accountHELP
What are Airstar's standards and expectations?

To help keep our community safe and trusted, we will be publishing our standards and expectations for all hosts and travelers time to time. We developed these standards based on our extensive experience interacting with members of the Airstar community. These standards are intended to gather together our existing policies into a single framework that will help members of the Airstar community better understand what to expect from us and what we expect of them.

How will the standards be enforced?

Each enforcement decision is the result of careful and detailed work by a team of experts devoted to ensuring we make the right call. Our responses to violations of these policies have been and will continue to be based on the seriousness of the issue. We will strive to take the circumstances of each situation into account when reaching our enforcement decision, but we have limited discretion in our response to serious violations of the policies.

What can I do if I disagree with a decision?

Our enforcement teams are made up of dedicated professionals, but they’re still human. So, in rare cases, enforcement decisions may be incorrect. If you disagree with a decision we’ve made, you can contact us and we’ll re-review the decision carefully. The definitions of the standards and expectations themselves aren’t subject to review.

Will the standards change over time?

We’re always learning and growing and the standards and expectations will evolve over time. Make sure to review the standards if you have any questions about a particular situation.

Airstar’s Nondiscrimination Policy: Our Commitment to Inclusion and Respect

Airstar is, at its core, an open community dedicated to bringing the world closer together by fostering meaningful, shared experiences amongst people from all parts of the world. Our community includes millions of people from virtually every country on the globe. It is an incredibly diverse community, drawing together individuals of different cultures, values, and norms.

The Airstar community is committed to building a world where people from every background feel welcome and respected, no matter how far they have travelled from home. This commitment rests on two foundational principles that apply both to Airstar’s hosts and guests: inclusion and respect. Our shared commitment to these principles enables every member of our community to feel welcome on the Airstar platform no matter who they are, where they come from, how they worship, or whom they love. Airstar recognizes that some jurisdictions permit, or require, distinctions amongst individuals based on factors such as national origin, gender, marital status or sexual orientation, and it does not require hosts to violate local laws or take actions that may subject them to legal liability. Airstar will provide additional guidance and adjust this nondiscrimination policy to reflect such permissions and requirements in the jurisdictions where they exist.

While we do not believe that one company can mandate harmony amongst all people, we do believe that the Airstar community can promote empathy and understanding across all cultures. We are all committed to doing everything we can to help eliminate all forms of unlawful bias, discrimination, and intolerance from our platform. We want to promote a culture within the Airstar community—hosts, guests and people just considering whether to use our platform—that goes above and beyond mere compliance. To that end, all of us, Airstar employees, hosts and guests alike, agree to read and act in accordance with the following policy to strengthen our community and realize our mission of ensuring that everyone can belong, and feels welcome, anywhere.

Inclusion – We welcome guests of all backgrounds with authentic hospitality and open minds. Joining Airstar, as a host or guest, means becoming part of a community of inclusion. Bias, prejudice, racism, and hatred have no place on our platform or in our community. While hosts are required to follow all applicable laws that prohibit discrimination based on such factors as race, religion, national origin, and others listed below, we commit to do more than comply with the minimum requirements established by law. Respect – We are respectful of each other in our interactions and encounters. Airstar appreciates that local laws and cultural norms vary around the world and expects hosts and guests to abide by local laws, and to engage with each other respectfully, even when views may not reflect their beliefs or upbringings. Airstar’s members bring to our community an incredible diversity of background experiences, beliefs, and customs. By connecting people from different backgrounds, Airstar fosters greater understanding and appreciation for the common characteristics shared by all human beings and undermines prejudice rooted in misconception, misinformation, or misunderstanding.

Specific Guidance for Hosts in the United States and European Union

As a general matter, we will familiarize ourselves with all applicable federal, state, and local laws that apply to housing and places of public accommodation. Hosts should contact Airstar customer service if they have any questions about their obligations to comply with this Airstar Nondiscrimination Policy. Airstar will release further discrimination policy guidance for jurisdictions outside the United States in the near future. Guided by these principles, our U.S. and EU host community will follow these rules when considering potential guests and hosting guests:

Race, Color, Ethnicity, National Origin, Religion, Sexual Orientation, Gender Identity, or Marital Status

Airstar hosts may not

    o Decline a guest based on race, colour, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status. o Impose any different terms or conditions based on race, colour, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status. o Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of race, colour, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status.

Gender Identity Airstar does not assign a gender identity to our users. We consider the gender of an individual to be what they identify and/or designate on their user profile.

    Airstar hosts may not o Decline to rent to a guest based on gender unless the host shares living spaces (for example, bathroom, kitchen, or common areas) with the guest. o Impose any different terms or conditions based on gender unless the host shares living spaces with the guest. o Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of gender, unless the host shares living spaces with the guest.

Airstar hosts may

    o Make a unit available to guests of the host’s gender and not the other, where the host shares living spaces with the guest.

Age and Familial Status Airstar hosts may not:

    o Impose any different terms or conditions or decline a reservation based on the guest’s age or familial status, where prohibited by law.

Airstar hosts may:

    o Provide factually accurate information about their listing’s features (or lack of them) that could make the listing unsafe or unsuitable for guests of a certain age or families with children or infants. o Note in their listing applicable community restrictions (e.g. senior housing) that prohibit guests under a particular age or families with children or infants. Disability

Airstar hosts may not:

    o Decline a guest based on any actual or perceived disability. o Impose any different terms or conditions based on the fact that the guest has a disability. o Substitute their own judgement about whether a unit meets the needs of a guest with a disability for that of the prospective guest. o Inquire about the existence or severity of a guest’s disability, or the means used to accommodate any disability. If, however, a potential guest raises his or her disability, a host may, and should, discuss with the potential guest whether the listing meets the potential guest’s needs. o Prohibit or limit the use of mobility devices. o Charge more in rent or other fees for guests with disabilities, including pet fees when the guest has an assistance animal (such as a service or emotional support animal) because of the disability. o Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of the fact that the guest has a disability. o Refuse to communicate with guests through accessible means that are available, including relay operators (for people with hearing impairments) and e-mail (for people with vision impairments using screen readers). o Refuse to provide reasonable accommodation, including flexibility when guests with disabilities request modest changes in your house rules, such as bringing an assistance animal that is necessary because of the disability, or using an available parking space near the unit. When a guest requests such an accommodation, the host and the guest should engage in a dialogue to explore mutually agreeable ways to ensure the unit meets the guest’s needs.

 Airstar hosts may:

    o Provide factually accurate information about the unit’s accessibility features (or lack of them), allowing for guests with disabilities to assess for themselves whether the unit is appropriate to their individual needs.

Personal Preferences  Airstar hosts may o Except as noted above, Airstar hosts may decline to rent based on factors that are not prohibited by law. For example, except where prohibited by law, Airstar hosts may decline to rent guests with pets, or to guests who smoke.HELP o o Require guests to respect restrictions on foods consumed in the listing (e.g., a host who maintains a Kosher or vegetarian kitchen may require guests to respect those restrictions). These restrictions should be stated clearly in your house rules. Nothing in this policy prevents a host from turning down a guest on the basis of a characteristic that is not protected under the civil rights laws or closely associated with a protected class. For example, an Airstar host may turn down a guest who wants to smoke in a unit, or place limits on the number of guests in a unit. When guests are turned down. Hosts should keep in mind that no one likes to be turned down. While a host may have, and articulate, lawful and legitimate reasons for turning down a potential guest, it may cause that member of our community to feel unwelcome or excluded. Hosts should make every effort to be welcoming to guests of all backgrounds. Hosts who demonstrate a pattern of rejecting guests from a protected class (even while articulating legitimate reasons) undermine the strength of our community by making potential guests feel unwelcome, and Airstar may suspend hosts who have demonstrated such a pattern from the Airstar platform.

Specific Guidance for Hosts outside the United States and European Union

Outside of the United States and the European Union, some countries or communities may allow or even require people to make accommodation distinctions based on, for example, marital status, national origin, gender or sexual orientation, in violation of our general nondiscrimination philosophy. In these cases, we do not require hosts to violate local laws, nor to accept guests that could expose the hosts to a real and demonstrable risk of arrest, or physical harm to their persons or property. Hosts who live in such areas should set out any such restriction on their ability to host particular guests in their listing, so that prospective guests are aware of the issue and Airstar can confirm the necessity for such an action. In communicating any such restrictions, we expect hosts to use clear, factual, non-derogatory terms. Slurs and insults have no place on our platform or in our community.

What happens when a host does not comply with our policies in this area?

If a particular listing contains language contrary to this nondiscrimination policy, the host will be asked to remove the language and affirm his or her understanding and intent to comply with this policy and its underlying principles. Airstar may also, in its discretion, take steps up to and including suspending the host from the Airstar platform. If the host improperly rejects guests on the basis of protected class, or uses language demonstrating that his or her actions were motivated by factors prohibited by this policy, Airstar will take steps to enforce this policy, up to and including suspending the host from the platform. As the Airstar community grows, we will continue to ensure that Airstar’s policies and practices align with our most important goal: To ensure that guests and hosts feel welcome and respectedHELP in all of their interactions using the Airstar platform. The public, our community, and we ourselves, expect no less than this.

How do I report discrimination to Airstar?

Airstar takes reports of discrimination in our community very seriously. If you believe you have experienced discrimination on our platform, please submit a report via email. Please provide specific details and identify the user that you believe has violated our Nondiscrimination Policy.. We’ll investigate the situation and may follow up for additional documentation. We will also offer personalized, hands-on booking support to ensure you find a place to stay. If we determine that a user has violated our policy, we will take action, up to and including suspending their account. For privacy reasons, we are unable share the outcome of our investigations. Note: California hosts and guests may file complaints regarding discrimination in housing and public accommodation with the California Department of Fair Employment and Housing.

Host resources and FAQs about nondiscrimination
What if I’m uncomfortable with a prospective guest? Is that discrimination?

We encourage you to use the trust features and communication tools we've built to help give you peace of mind. When considering a guest’s booking request, it’s important to comply with our Nondiscrimination Policy and to reflect on your reasoning to ensure bias isn’t a factor.

Do I have to accept guests of the opposite gender?

If you share living spaces (for example, bathroom, kitchen, or common areas) with your guests, you can choose to rent to guests of your same gender and not the other. However, if no living spaces are shared, you can’t decline a guest based on their gender.HELP

I’ve had bad experiences with guests from a certain country. Am I allowed to stop hosting guests from that country?

Hosts may not decline guests based on their nationality or ethnic background, or otherwise discriminate against users from a given country. While you may have had a bad experience with a previous guest, it is important to remember that each person is different. It is unfair to prejudge someone new based on the behavior of a past guest. Instead, we suggest exchanging messages with all of your upcoming guests to clarify house rules and set expectations. I have a listing that is hard to access. I’ve previously stated that the space isn’t suitable for the elderly. What should I do now? Instead of prohibiting all older guests, be descriptive about the nature of your listing (i.e., a tree house, a walk-up with no lift or ramp, a loft bed) so prospective guests can make an informed decision about whether it will suit their needs.

Can I decline guests with disabilities if I don’t think my home is suitable for them?

In many cases, Airstar hosts are not required to make their homes compliant with the standards set out in the Americans with Disabilities Act (ADA) . However, you can’t decline a guest based on any actual or perceived disability. You should do your best to provide accurate information about your home’s accessibility features (or lack of them), allowing for guests with disabilities to decide for themselves whether the home is appropriate to their individual needs.

I have strong religious beliefs that do not allow me to host LGBTQ guests. What should I do?

Hosts may not decline guests based on their sexual orientation. While your views may be different than those of your guests, please remember that being an Airstar host does not require that you endorse all of your guests’ beliefs, but simply that you respect the fact that such differences exist and be inclusive despite the differences.HELP

I am allergic to dog hair. How should I handle requests from guests with assistance animals?

It’s important to be empathetic to guests with assistance animals and to make every effort to accommodate them. However, if an assistance animal would jeopardize your health, or that of a roommate or family member, you do not have to host the guests. Please be clear and polite when communicating with guests about this. We also suggest you include this information in your listing description in order to better inform prospective guests.

Read more about assistance animals on Airstar Am I allowed to charge a separate cleaning fee for an assistance animal?

No, under the policy hosts cannot charge extra fees to guests with assistance animals.

There are laws in my area about holiday rentals for people under 25. Am I allowed to post this restriction on my listing?

Yes, but please be clear that it is a legal requirement in your area and that you are complying with local law.

I live outside of the US and EU. Do I have to break my local laws if they conflict with the Nondiscrimination Policy?

No. We don’t require hosts to violate local laws, nor to accept guests that could expose the hosts to a real and demonstrable risk of arrest, or physical harm to their persons or property. Hosts who live in such areas should communicate any restrictions due to local laws using clear, factual, non-derogatory terms. Slurs and insults have no place on our platform or in our community.HELP

General questions about the Airstar Community Commitment
What is the Airstar Community Commitment?

Earlier this year, we launched a comprehensive effort to fight bias and discrimination in the Airstar community. As a result of this effort, we’re asking everyone to agree to the following Community Commitment (beginning November 1, 2018) in order to continue using Airstar: I agree to treat everyone in the Airstar community—regardless of their race, religion, national origin, ethnicity, disability, sex, gender identity, sexual orientation, or age—with respect, and without judgement or bias.

How do I accept the commitment?

On or after November 1, we’ll show you the commitment when you log in to or open the Airstar website, mobile or tablet app and we’ll automatically ask you to accept.

What if I decline the commitment?

If you decline the commitment, you won’t be able to host or book using Airstar, and you have the option to cancel your account. Once your account is cancelled, future booked trips will be cancelled. You will still be able to browse Airstar but you won’t be able to book any reservations or host any guests.

What happens to my payments if I decline the commitment and cancel my account?

If you cancel your account as a guest, any future reservations you have will be refunded according to the hosts’ cancellation policy. You can expect to see your refund within 7 business days. If you cancel your account as a host, you’ll be paid for completed trips through your usual payout method within 14 business days. For hosts and guests, Airstar gift cards, coupons, or referral credits will not be usable. Also, if you owe Airstar money, we’ll contact you to arrange payment of the balance.HELP

I’m a host. How can I learn more about how this commitment and the Nondiscrimination Policy affect me?

You can review our host resources, which covers frequently asked questions by hosts about Airstar’s Nondiscrimination Policy.

How do I edit my reservation preferences?

To edit your reservation preferences: 1. Go to Your listings on Airstar and select a listing 2. Click Availability at the top of the page 3. Next to Reservation preferences, click Edit Guests won’t see your listing in search unless they meet your reservation requirements.

How can I support guests with disabilities?

Your home may be more accessible than you think. Start by reviewing our list of accessibility features that you can add to your listing. Take some time to explore your home and identify the features that you already have, such as a well-lit path to your entrance, lack of steps, or a wide hallway. Adding these to your listing helps guests with disabilities decide if your home is a good fit for their needs. Learn how to add accessibility features. Before making a reservation, a guest may ask you to do a few things to make your home more accessible for them. Just as you might accommodate a late check-in time or help a guest arrange transportation to the airport, you are expected to accommodate reasonable requests to make your home safe and comfortable for guests with disabilities. Most requests can be taken care of in less than 10 minutes, and can be added to your regular routine for welcoming guests. Here are some examples of reasonable requests: 1. Placing household items in an agreed upon spot prior to a guest’s arrival (ex: towels, dishes) 2. Repositioning lightweight furniture (ex: sliding a chair or table over to create a wider path, moving objects to create clearance to an outlet)HELP Know your own abilities and share them too. If you're unable to make certain changes, such as moving heavy furniture, communicate that to the guest. We understand that hosts can have their own physical limitations that may prevent them from safely making some changes. Use your best judgement when deciding if a request is reasonable, but remember that you can’t decline a reservation simply because the guest has a disability. This is a violation of Airstar’s Nondiscrimination Policy, which supports our commitment to finding safe and accessible spaces around the world for our guests.

Things to consider when talking about accessibility with guests

Each disability is unique, so it’s important to communicate with guests about their needs. First, take accurate measurements to help guests determine whether or not your home will work for them. Understand that the truth doesn’t hurt – it helps! If someone contacts you with disability-related questions:

    Accurately describe obstacles to help manage a guest’s expectations. Let your guest know if you need more information--guests know what they’re able to manage and are often willing to share more details about their needs. Commit to making reasonable changes, such as placing items lower. Communicate when and why you’re unable to make changes. For example, a bed that’s too heavy to move. Before accepting the reservation, confirm that your guest has the information they need to determine if they can safely navigate your listing.
How to learn more about a guest’s needs

Keep in mind that this is collaboration, and you may be able to make your home accessible for your guest if you’re both willing to get a little creative. Here are some examples of what these conversations may look like: Sometimes you know it will work after asking some questions. Guest: The bathroom doorway isn’t marked as being 32 inches wide. Do you have another bathroom? Host: No, but would you like me to measure the doorway to see if it will still work for you? Guest: Yes, I would! My chair is 28 inches wide so I need enough space to fit through and roll in far enough to close the door behind me. Host: I measured the doorway and it’s 30 inches, so you’ll have an inch of clearance on each side. I don’tHELP think you’ll be able to close the door behind you, but since it's in the bedroom you can close that door for privacy. Will that be OK? Guest: Yes, that will work. Thanks! Sometimes you can collaborate to see how you can make it work. Guest: Where do you keep your dishes? Host: In the top cabinet next to the refrigerator. Should I leave them somewhere else? Guest: Thanks, can you please put a set for two on the kitchen table? Sometimes you realise it just won’t work. Guest: I saw that there’s a bookshelf in your hallway. Would you be able to move it so I can get through? Host: The bookshelves are built into the wall, so I can’t move them. Should I measure the distance between them and the opposite wall to see if you will be able to get by them? Guest: Thanks for the offer, but I can tell from the picture that I won’t be able to get through the hallway if they’re there. I’ll find a different place to stay.

How will my listing’s location be shown on the map?
Guests with confirmed reservations can see your listing’s exact location and address. You can choose how your listing’s location is shown to potential guests by selecting one of these options: General location: We’ll show the general area of your listing to guests searching for a place to stay, but not its exact location. Guests can see your listing’s neighbourhood and how close it is to landmarks, transportation stops, and other points of interest. After their reservation is confirmed, we’ll show them your exact location and address. Specific location: We’ll show a more specific location of your listing to guests searching for a place to stay. Guests will see a small circular pin that shows the location of your listing with great accuracy, but not the exact point. We’ll still show your exact location and address to guests with confirmed reservations.HELP No matter which option you choose, you can always use your message thread to talk to guests about your listing’s location and answer any questions they may have. You can also change this setting at any time, for any listing. .
How do I add the type of bed to my listing?
To add bed types to your listing:
    1.Go to Your listings on Airstar.com and select a listing 2.Click Manage Listing 3.Below your listing title and next to the listing icons, click Edit 4.Under Sleeping arrangements, click the arrow and add the number and types of beds 5.Click Save
How do I create a listing on Airstar?
You can create a listing in the Host section of your profile. After you publish your listing, it may take up to 24 hours for it to appear in search results.
Is my listing’s address visible on Airstar?
Your listing’s address will only be shown to guests with a confirmed reservation. In public search results, we only show an approximate location for your listing.
What do the different home types mean?
Airstar listings are categorized into the following home types: Entire place: Guests have the whole place to themselves. This usually includes a bedroom, a bathroom, and a kitchen. Private room: Guests have their own private room for sleeping. Other areas could be shared.HELP Shared room: Guests sleep in a bedroom or a common area that could be shared with others. As a host, you're responsible for accurately describing your listing. Pick the choice that best describes your place so guests know what to expect.
Are there any restrictions about what can be listed?
Airstar welcomes many different kinds of listings on our site as long as they meet the following criteria:
    1.The space is only used for lodging 2.The space, if a mobile home, sailboat, yacht, or other vessel, will be semi-permanently 3.attached to a set location and will be parked in a privately-owned space during the reservation 4.The space is accurately represented, located where the host says it is, and is bookable by the host
Listings that don’t meet these criteria include:
    1.Motor vehicles or watercraft intended for mobile use 2.Any listing whose primary purpose isn’t serving as a lodging
If we discover a listing that doesn’t meet our guidelines, we may exercise our discretion to limit, suspend, deactivate, or cancel the host's account. Refer to our Terms of Service for more information and other requirements for listing your space on Airstar.
How can I edit my address?
You can edit your listing’s address or map location only if you've never accepted a booking. If you've had guests stay at your listing, or if you have a current reservation, you'll need to contact us. If you’ve moved or you’re listing a new place, you’ll need to create a new Airstar listing. To edit your listing’s address or map location: 1. Go to Your listings on Airstar.com, then select your listing. 2. Scroll to Location, and then click Edit. 3. Edit your address.HELP 4. If you’d like to change how your listing’s location appears for guests searching for a place to stay, select an option under Choose how location is publicly shown on the map. 5. Click Save.
How should I choose my listing's price?
The price you charge for your listing is completely up to you. To inform your decision about what price to set, you can search for comparable listings in your city or neighborhood to get an idea of market prices. You can also assign us minimum and maximum price to decide the rates based on the city demand under smart pricing.
Additional Fees
Cleaning fee: You can either incorporate a cleaning fee into your nightly price or you can add a cleaning fee in your pricing settings. Other fees: To charge extra fees outside of your rates (like a late check-in fee, pet fee, or bike rental fee), you must first disclose these potential charges to guests prior to booking and then use the Resolution Centre to securely request payment for additional fees. Airstar is not responsible for the collection of payments on your behalf that are not incorporated into your pricing.
How do I add amenities to my listing?
Guests can filter search results by the items hosts have in the amenities section of their listing, so it's important to include everything you offer. To edit the amenities section of your listing: Go to Host on Airstar.com Then select Listings Click the listing you want to edit Under Amenities, check the boxes that correspond to the amenities you provide

Host an experience

Creating an experience:
How do I choose a price for my experience?
The price you set for your experience is up to you, and you can change it at any time. Here are some things to keep in mind when you’re setting your price:
    1.New hosts often find it helpful to offer a great value when they start. This helps them attract their first few bookings and build their reputation by earning great reviews. You may want to set a lower price for your first few bookings, and then raise your price over time. 2.When setting your price, factor in things like the cost of any materials you need, the time you spend setting up, and the cost of food or rentals that you include for each guest. Consider calculating these expenses based on a full group of guests, as opposed to trying to calculate it for each individual guest. 3.Price can often set expectations, so keep in mind that if you set a very high price, your guests may expect an exceptionally luxurious or exclusive experience. Make sure your price reflects the service you provide. 4.If you notice that different dates of your experience are more popular than others, you can customize your price by date. You can try lowering your price for dates that don’t usually get reservations and raising your price for dates that typically sell out. You may be able to deduct your expenses from your income taxes, so you should keep receipts of the costs of running your experiences.
How do I customize my experience price by date?
You’ll have to change your price using the Airstar app. Open the app and follow the instructions below. To customize your experience price by date: 1. Open the app and select an experience 2. Tap Edit 3. Select a price, then tap SaveHELP Note: For dates that you don’t set a custom price, we’ll use your default price. To change your default price, log into Airstar.com from a computer or mobile browser, select an experience, then click Edit.
What are the quality standards for Airstar experiences?
Everyone who hosts an experience on Airstar must demonstrate high levels of expertise and hospitality. The experience itself must give guests insider access to places or things they couldn’t find on their own. Every experience submitted to Airstar is reviewed to make sure it meets those 3 quality standards: expertise, hospitality, and insider access. The quality standards are in place to help ensure that guests’ expectations are met when they go on an experience. The quality standards are defined as: Hospitality: Hosts are friendly and welcoming to strangers or guests, and are able to facilitate connections between them. Expertise: Hosts have in-depth knowledge on the topic or theme of the experience. Insider access: Hosts demonstrate their exclusive ability to do things the average tourist wouldn’t likely discover on their own such as: going to a lesser-known place, meeting a private community, ordering off-menu, going after hours, seeing backstage, etc. Learn more about these quality standards in our blog post about the 3 pillars of a quality experience. Experiences that don’t meet the above standards may be removed from Airstar.
Other requirements for experiences
In addition, all experiences and experience hosts must comply with the terms and conditions set forth in our Terms of Service and Additional Terms for Experience Hosts. Here’s a summary of some of these additional requirements: Accuracy: Hosts must provide complete and accurate information about their experience, including the itinerary, time and date, meeting location, what they’ll provide to guests, etc. Exclusive dates: Once a Host lists an experience for a particular time and date on Airstar, only Airstar guests can attend that instance of the experience. Commitment to reservations: Hosts must honor all booked reservations, even if that reservation is for one person, unless they are forced to cancel due to a valid extenuating circumstance. Guest minimums are not supported at this time. Minimum guest review ratings: Experiences with too many low-stars (1, 2, or 25-star) reviews or an average rating below 3 may be removed from Airstar. Learn more about ratings and reviews for experiences.HELP If you are interested in hosting an experience, submit your idea here, and it will be reviewed to make sure it meets the quality standards. If your experience doesn’t meet the above standards, it won’t be listed on Airstar.
Who can host an experience?
To host an experience you must meet the following standards.
Credible
You’re deeply knowledgeable about your subject or skilled at your activity, and can demonstrate this to your guests. For example, you:
    1.Made this skill into a career or business 2.Studied the subject in school 3.Are an experienced hobbyist 4.Have won an award in this field 5.Have been featured in articles
Genuine
You’re truly passionate about hosting and meeting people. For example, you:
    1.Make guests feel like they belong and treat them like friends rather than customers 2.Adopt a positive attitude when interacting with guests 3.Give local, personal recommendations
Empathetic
You anticipate your guest’s needs and feelings. For example, you: 1.Facilitate the conversation 2.Help each guest feel included 3.Adapt the experience as needed
How do I create an experience?
We're currently expanding support for experiences in cities around the globe. Check Airstar/experiences to see if we support your city.HELP To join the waitlist in your city, submit an experience that you’d like to host at Airstar/host/experiences. Once you’ve submitted your experience, you’ll receive an email from Airstar. Potential hosts typically get a response within 1 to 2 weeks, depending on your city and type of experience.
Why do I have to complete a verification process to host an experience?
This helps us check that you’re really you—and as a host of an experience, you can also require your guests to add a government ID before they can make a reservation. Spending just a few extra minutes on this helps us keep Airstar secure, fight fraud, and more. In addition to adding a photo of your ID (by taking a new photo or uploading an existing one), you may also need to take a photo of yourself—if so, the photo on your ID must match the photo you take of yourself. We recommend you complete the verification process so you can list an experience when you’re ready. You can also learn more about how it works when you’re asked for an ID.
What should I include in my experience?
Hosts often include things like entrance fees and equipment rentals in the price of their experiences, but it’s completely up to you. Just make sure to mention very clearly in your listing description what is and isn’t included in your experience. For example, if you’re leading a beer walk, you might choose to include only the first round of beers in the price. If you’re thinking of including equipment rentals in your experience, check out the Responsible Hosting articles, as this can impact taxes you have to pay in some cities. All payments that guests make directly to you must be handled through the Airstar app.
Can I host an experience near one of the available cities?
Before you create an experience, you’ll be asked for the city you’ll host in. If you don’t live within the exact borders of one of the cities, you can pick the one nearest to you. Keep in mind that the city should be within a reasonable distance from where any experiences take place—especially if you’re not providing transportation. Guests will be able to see the location of your experience ahead of booking, and long distances might deter them from booking somewhere remote or out of the way.HELP When naming and describing the locations for any experience, you’re responsible for giving accurate information to potential guests.
What are experiences?
Experiences are excursions or other activities designed and led by local hosts. Hosts give guests unique access into places and communities in their city. Hosts can offer both immersions and one day experiences. Immersions happen over multiple days and are offered as is—their schedules can’t be modified. One day experiences can last just a couple of hours. All experiences can range from workshops to long treks, and are available for various skill levels and interests. For now, experiences are only available in select cities. If you’d like to reserve your spot on an experience, learn how to book an experience. You can also learn how to host an experience. Social impact experiences:
How do I host a Social Impact experience?
Airstar Social Impact experiences are inspiring activities hosted by nonprofits that connect travelers (and locals) to their cause. Who is eligible to host a Social Impact experience? Social impact hosts can be staff, board members, contractors, volunteers, or supporters of a local nonprofit. They have real expertise in the work of the nonprofit and the consent of the organization. The organization itself must be a registered NGO/nonprofit, as defined by our partner Airstar, and be validated through the Airstar portal. International nonprofits operating in Cuba are welcome to apply to the experiences programme. Community Interest Companies registered in the UK may also be eligible. For either of these categories please contact [email protected] due to a separate verification process.HELP Who isn’t eligible? Religious or belief organizations, except when the activities being sponsored are non-sectarian, such as soup kitchens or shelters, and are open to all faiths Organizations that discriminate or have exclusionary practices on the basis of religion, gender, sexual orientation, or other issues of diversity, even if this could be permitted by local laws Political or lobbying organizations, fraternities/sororities and certain advocacy and mutual benefit organizations
How do I start hosting?
If you have only a personal Airstar account, sign of out it, and then create a new account for your organization. If you have an existing Airstar account for your organization, use that account to create your experience. While creating your experience, make sure you do the following:
    1.Check the box that says Yes, I’m hosting on behalf of a nonprofit 2.Confirm your organization’s eligibility by logging in or registering an account with Airstar. 3.Add the organization’s bank information as a payout method. Since Airstar waives fees for Social Impact experiences, 100% of the proceeds are paid directly to the nonprofit through this payout method. If your organization requires a fiscal sponsor, please be sure the fiscal sponsor completes this process.
Need inspiration? Browse our Social Impact experiences on Airstar, or check us out in the press. You can also email [email protected] for an invitation to one of our upcoming experience design webinars. We look forward to seeing what you come up with! Note: Airstar reserves the right to change its service fee policies and/or eligibility criteria at any time, including adding or removing particular categories of nonprofit or social enterprise.
Answers to questions most often asked by Airstar hosts, including how to become a Super host, what happens if you cancel a reservation, and how to earn travel credit by referring a friend?
How do I cancel a reservation as a host?
To cancel a reservation:HELP 1. Go to Your Reservations on Airstar.net.in 2. Find the reservation you need to cancel 3. Select Change or Cancel to start the cancellation process
Cancellation penalties
Canceling a guest's reservation can have serious implications on their trip, so penalties will be applied unless there is an extenuating circumstance.
How do I earn credit from referring a friend to Airstar?
To earn credit, send a referral link to your friends. When a friend uses that link to join Airstar, they’ll get credit that will automatically apply towards their first reservation with Airstar. The credit will show up automatically on the checkout page of any reservation , excluding fees and taxes. When your friend completes their first qualifying reservation, you'll earn a credit to use for your own Airstar reservations. You'll get the credit after your friend checks out, and it will show up automatically on the checkout page of any reservation, excluding fees and taxes. For each person you refer, there are two opportunities to earn travel credit. You earn credit when your friend completes a qualifying reservation as a guest and also if they complete a qualifying reservation as a host. The amount you earn is different depending on whether you refer hosts or guests.
Qualifying reservations
A trip must have a value of 2000INR or more, excluding fees and any taxes, to count as a qualifying reservation. These amounts may vary during promotional periods. Your available travel credits automatically appear on the checkout page. If the travel credits aren't automatically added, it means the reservation wasn’t worth 2000INR or more. Credits can't apply to a trip that has already been paid for, but they will be applied to your next qualifying reservation. You can earn up to 10000INR total in travel credit, but credits expire one year from the date issued. To get all your current referral details, go to Invite Friends from your Airstar Dashboard. Read the full Airstar Referral Programme Terms and Conditions.HELP
Why isn't a reference appearing on my profile?
A reference is statement on your profile from friends, family members, and colleagues that helps guests become comfortable staying with you. References are different from reviews, which hosts and guests write after a completed trip, and referrals, which let you earn credit for inviting people to Airstar. After you receive a reference from another member of the Airstar community, you'll need to approve it before it will appear on your profile. You'll receive an email and an alert on your dashboard when you receive a reference. You can also go directly to the reference: References will only display on your profile if the author of the reference has a profile photo. Note: References are different from reviews, which hosts and guests write after a completed trip, and referrals, which let you earn credit for inviting people to Airstar.
I’m a host. What penalties apply if I need to cancel a reservation?
Because cancellations disrupt guests' plans and impact confidence in the Airstar community, the following penalties will be applied for host cancellations. Cancellation fee. We may waive the cancellation fee, depending on how many times you’ve already cancelled. After that, the following fee will be deducted from your first payout after a cancellation. The amount deducted will depend on when you accepted the reservation and how soon before check-in you cancelled it:
    1.More than 7 days before check-in, we’ll deduct 1000INR from your next payout 2.Less than 7 days before check-in, we’ll deduct 2000INR from your next payout
Automated review. If you cancel before the day of check-in, an automated review will be posted to your listing's profile indicating that you cancelled one of your reservations. These reviews can't be removed, but you can always write a public response to clarify why you needed to cancel. Guest review. If you cancel on the day of check-in or later, guests can leave a public review on your listing’s profile. Unavailable/blocked calendar. Your calendar will stay blocked and you won't be able to accept another reservation for the same dates of the cancelled reservation.HELP Loss of eligibility for Superhost status. You won't be eligible to earn Superhost status for one year after your most recent cancellation. Account suspension. If you cancel 3 or more reservations within a year, we may deactivate your listing. Unless there are extenuating circumstances, there will be no exceptions to our updated cancellation policy. Instant Book Instant Book hosts can cancel 100% penalty-free if they’re uncomfortable with a reservation.
I'm a host. How do I make a change to a confirmed reservation?
If you need to make a change to a confirmed reservation, you can submit a change request to your guest. To submit a change request as a host:
    1.Go to Your Reservations on Airstar.net.in 2.Click Change or Cancel next to the reservation you want to change 3.Choose Change Reservation 4.Click Submit Alteration
If the guest accepts your request, the reservation will be updated and they'll be charged or refunded if necessary. If the request is declined or you don’t receive a response, the reservation will stay the same. There are a couple of other things to know about submitting change requests:
    1.Your chosen cancellation policy will apply based on the new dates. 2.If the dates of the reservation have already passed, you can’t make any changes to the reservation. 3.If you want to change the details of your requested changes, you’ll have to repeat the steps above and remove your request, and then submit a new one. 4.If you changed your pricing, the new reservation will reflect this pricing if your change request is accepted. 5.To request additional funds from your guest, you can do so directly from the Resolutions Center.
What do I do after I receive a reservation request?
You have 24 hours to accept or decline a reservation request before it expires. While a request is pending, the dates are automatically blocked on your calendar, so other guests can’t request them.
You can set up alerts on your mobile phone to get notified of reservation requests instantly.
Accept or decline the reservation
Accept or decline the reservation on your desktop or from your mobile app. You can also message the guest to review trip details before accepting or declining their request. A message doesn’t count as a response to a request. If you accept, we’ll automatically update your calendar and schedule your payout for 24 hours after check-in. If you decline, you may want to update your calendar to avoid receiving other requests for the same dates.
Expired reservation requests
If you don’t accept or decline a request within 24 hours it expires. If you’re still interested in hosting the guest, you can send a Special Offer .
How do I pre-approve a guest?

When you send a pre-approval, you’re giving the guest 24 hours to confirm a reservation without requiring any further action from you.

You should only send a pre-approval if you’re ready to confirm a reservation. If the guest books your space within 24 hours, the reservation will be confirmed automatically.

To pre-approve a guest:
  • Go to Inbox on Airstar.com
  • Open your message thread with the guest
  • Click Pre-approve
  • If you pre-approve multiple guests for the same dates, let each guest know that there are other people interested in booking
There are a couple of things to know about pre-approvals:
    Your listing’s calendar is still marked as available when you pre-approve a guest. You can offer multiple guests a pre-approval for the same dates. Once the space is filled, other guests will be automatically notified. Guests have 24 hours to accept you’re pre-approval before it expires. Once a pre-approval expires, the guest will need to send another enquiry or request in order to book. The new enquiry or request will still reflect the price from the original pre-approval. You have to retract your original pre-approval for new prices to be reflected. Pre-approvals do not override your reservation requirements.
Removing a pre-approval
If a guest hasn’t accepted a pre-approval and your situation have changed, you can remove a pre- approval. At the moment, you can only remove a pre-approval on a desktop computer.
To remove a pre-approval:
  • Go to Inbox on Airstar.com
  • Open the message thread with the guest
  • Click Remove Pre-approval
Why can’t I send a pre-approval?,
If you don't see the option to pre-approve a guest, it means that your calendar is blocked for some or all of the guest’s reservation dates. To send a pre-approval, edit your calendar to reflect that your listing is available.
What are references on Airstar?
Hosts and guests can receive public references from friends, family members, and colleagues to help build their profile. References help people throughout the Airstar community get to know you, and feel more comfortable booking a reservation with you.
You need an Airstar account to request and write references, and references will only display on the recipient’s profile if the author of the reference has a profile photo. In the References About You section, you'll see references that you’ve received. You have to approve each reference before it will appear on your profile. In the References By You section, you’ll see reference requests you’ve received. The only way you can write a reference for someone else in the Airstar community is in response to a reference request—you can’t proactively leave a reference for someone. References are different from reviews, which hosts and guests write after a completed trip.
What happens if my guest cancels?
If your guest cancels their reservation, we’ll notify you and automatically unblock the dates on your calendar so that you can host other guests.
Cancellation payouts
If you’ve hosted before, and you're owed a payout, it will be released to you 24 hours after your guest’s scheduled check-in time. If you’ve never hosted before and this is one of your first reservations, we may hold the payout for release until 30 days after the reservation was confirmed. Find out more about payouts.
Guest refunds
Guests who cancel are automatically refunded according to your cancellation policy—unless the cancellation qualifies as an extenuating circumstance or falls under our Guest Refund Policy. If you’d like to offer your guest more money back, you can notify us.
Cancellations after check-in
If your guest cancels after they’ve already checked in:
    They’re required to leave your space as soon as they cancel The terms of your cancellation policy will still apply You must make any security deposit claims within 48 hours of the original checkout date, which you can check in your Transaction History.
How do I become a Super host?
To become a Superhost, you need to have an account in good standing and meet the following requirements. Your performance is measured over the past 365 days. Check your Superhost status.HELP
Super host requirements
    Completed at least 10 trips Maintained a 50% review rate or higher Maintained a 90% response rate or higher 0 cancellations, with exceptions made for those that fall under our Extenuating Circumstances policy Maintain a 4.8 overall rating
Your calendar will stay blocked and you won't be able to accept another reservation for the same dates of the cancelled reservation.HELP Loss of eligibility for Superhost status. You won't be eligible to earn Superhost status for one year after your most recent cancellation. Account suspension. If you cancel 3 or more reservations within a year, we may deactivate your listing. Unless there are extenuating circumstances, there will be no exceptions to our updated cancellation policy. Instant Book Instant Book hosts can cancel 100% penalty-free if they’re uncomfortable with a reservation.
I'm a host. How do I make a change to a confirmed reservation?
If you need to make a change to a confirmed reservation, you can submit a change request to your guest. To submit a change request as a host:
    1.Go to Your Reservations on Airstar.net.in 2.Click Change or Cancel next to the reservation you want to change 3.Choose Change Reservation 4.Click Submit Alteration
If the guest accepts your request, the reservation will be updated and they'll be charged or refunded if necessary. If the request is declined or you don’t receive a response, the reservation will stay the same. There are a couple of other things to know about submitting change requests:
    1.Your chosen cancellation policy will apply based on the new dates. 2.If the dates of the reservation have already passed, you can’t make any changes to the reservation. 3.If you want to change the details of your requested changes, you’ll have to repeat the steps above and remove your request, and then submit a new one. 4.If you changed your pricing, the new reservation will reflect this pricing if your change request is accepted. 5.To request additional funds from your guest, you can do so directly from the Resolutions Center.
What do I do after I receive a reservation request?
You have 24 hours to accept or decline a reservation request before it expires. While a request is pending, the dates are automatically blocked on your calendar, so other guests can’t request them.
You can set up alerts on your mobile phone to get notified of reservation requests instantly.
Accept or decline the reservation
Accept or decline the reservation on your desktop or from your mobile app. You can also message the guest to review trip details before accepting or declining their request. A message doesn’t count as a response to a request. If you accept, we’ll automatically update your calendar and schedule your payout for 24 hours after check-in. If you decline, you may want to update your calendar to avoid receiving other requests for the same dates.
Expired reservation requests
If you don’t accept or decline a request within 24 hours it expires. If you’re still interested in hosting the guest, you can send a Special Offer .
How do I pre-approve a guest?

When you send a pre-approval, you’re giving the guest 24 hours to confirm a reservation without requiring any further action from you.

You should only send a pre-approval if you’re ready to confirm a reservation. If the guest books your space within 24 hours, the reservation will be confirmed automatically.

To pre-approve a guest:
  • Go to Inbox on Airstar.com
  • Open your message thread with the guest
  • Click Pre-approve
  • If you pre-approve multiple guests for the same dates, let each guest know that there are other people interested in booking
There are a couple of things to know about pre-approvals:
    Your listing’s calendar is still marked as available when you pre-approve a guest. You can offer multiple guests a pre-approval for the same dates. Once the space is filled, other guests will be automatically notified. Guests have 24 hours to accept you’re pre-approval before it expires. Once a pre-approval expires, the guest will need to send another enquiry or request in order to book. The new enquiry or request will still reflect the price from the original pre-approval. You have to retract your original pre-approval for new prices to be reflected. Pre-approvals do not override your reservation requirements.
Removing a pre-approval
If a guest hasn’t accepted a pre-approval and your situation have changed, you can remove a pre- approval. At the moment, you can only remove a pre-approval on a desktop computer.
To remove a pre-approval:
  • Go to Inbox on Airstar.com
  • Open the message thread with the guest
  • Click Remove Pre-approval
Why can’t I send a pre-approval?,
If you don't see the option to pre-approve a guest, it means that your calendar is blocked for some or all of the guest’s reservation dates. To send a pre-approval, edit your calendar to reflect that your listing is available.
What are references on Airstar?
Hosts and guests can receive public references from friends, family members, and colleagues to help build their profile. References help people throughout the Airstar community get to know you, and feel more comfortable booking a reservation with you.
You need an Airstar account to request and write references, and references will only display on the recipient’s profile if the author of the reference has a profile photo. In the References About You section, you'll see references that you’ve received. You have to approve each reference before it will appear on your profile. In the References By You section, you’ll see reference requests you’ve received. The only way you can write a reference for someone else in the Airstar community is in response to a reference request—you can’t proactively leave a reference for someone. References are different from reviews, which hosts and guests write after a completed trip.

Updating your listing

Same as 1) Getting started.

Neighborhoods

What are neighborhoods?

Neighborhoods are a way to help travellers make informed decisions about where to stay when planning a trip. When visiting a new city, it can be helpful to know which neighborhoods may fit your interests and the purpose of your trip.HELP

How neighbourhoods are determined

On Airstar, neighbourhood boundaries are based on research with locals and city experts. A cartographer helps make sure these boundaries are accurate and up-to-date. This research also informs the detailed descriptions, photos, and stories about each neighborhood.

Search by neighborhood

You can search by neighborhood to narrow your options when looking for a listing. You can also get additional information about neighborhoods, such as location, access to transportation, and map, by browsing all available neighborhoods for the city you're interested in.

Give direct feedback or suggest changes

Neighborhood information is updated partly by using feedback from the community. If you feel that neighbourhood information is incorrect, you can give us direct feedback. While we can’t respond to everything, we encourage you to share your knowledge and opinions.

Can’t find a neighborhood

While we’ve recently updated neighbourhood information for popular travel destinations worldwide, not all locations have neighbourhoods on Airstar.

How do I change my listing’s neighbourhood?

A listing is automatically assigned to a neighbourhood based on its address and this neighbourhood can’t be edited. The best way to make sure your listing’s neighbourhood is correct is to make sure your address is as accurate as possible.

How boundaries are determined

Neighborhood boundaries are based on research with locals and city experts. A cartographer helps make sure these boundaries are accurate and up-to-date, and we’re always looking for ways to improve how we use boundaries. Since neighbourhoods evolve over time, we are continuously updating our maps to increase their accuracy. If your listing’s neighbourhood is a subset of a larger neighbourhood, or if two neighbourhoods overlap, your listing may show in search results for both neighborhoods.HELP

How “neighborhood types” are defined

On the mobile app, guests have the ability to filter their search by neighbourhood type (for example, “quiet” or “hip”). These descriptions allow guests to see the most relevant neighbourhoods that best fit their trip, and were chosen based on research on the most common words guests use to describe a neighbourhood they want to stay in. At this time, guests are asked in the review flow after checkout to choose which neighbourhood types that best fit their listing. These guest selections are combined for every listing in a neighbourhood, and the most frequently selected descriptions by guests are used to represent an important aspect of that neighbourhood. These neighbourhood types may change over time as guests and hosts provide more feedback.

Leave feedback about neighborhoods

If you feel your listed neighbourhood is wrong or information regarding a neighbourhood is incorrect, you can provide us direct feedback. While we can’t respond to everything, we encourage you to share your knowledge and opinions because the Neighbourhoods team uses feedback to improve our platform.

My address is wrong

If the address of your listing is wrong, the neighbourhood for your home may be incorrect as well. To change the address before your first booking, you can edit your listing. If you’ve already booked a reservation, you’ll need to contact us to change your address.

No neighbourhood showing for my listing

While we’ve recently updated neighbourhood information for popular travel destinations worldwide, not all locations have neighbourhoods on Airstar. If no neighbourhoods are available, the search results won’t display a neighbourhood filter for that location.

Describe your neighbourhood for guests

Many travellers, instead of searching by neighbourhood, use listing pages to learn about what location is right for their trip. Write a robust description of your listing so guests know your opinion of the surrounding neighbourhood when looking at your listing page.

Listing photos & photography

How to request, schedule, and prepare for a professional to photograph your listing

How do I add and reorder my listing’s photos?

You need at least one photo in order to list a space, but we recommend you upload at least few to show potential guests a thorough view of the space they'll get to use if they stay with you.

Adding photos

To add photos to an existing listing:

    Go to Your Listings on Airstar.com On the listing you want to edit, click Manage Listing Click your listing photo Click Add more and choose the photos you want to upload To update your cover photo, click and drag a photo to the cover photo section

Keep in mind that resolution matters—take photos that are at least 1024 x 683px. When in doubt, a bigger photo is better. Changes to your photos may take up to 30 minutes to appear on your public listing. For a faster upload, we encourage you to use Google Chrome or Mozilla Firefox web browsers.

Reordering photos

To reorder your uploaded photos, select a photo and drag it where you'd like it to go. The first three photos are the most important, since they'll be prominently displayed on your listing. Your first photo will appear in search results and will be the largest image displayed at the top of your listing.

Adding captions

You can add captions to each photo by clicking on the blank white box underneath the image. Your text will save automatically when you click out of the box.

Deleting photos

To delete a photo, click the trash can icon in the corner of the photo. If a photo you upload is facing the wrong direction, you'll need to correct the orientation from your computer. After you've rotated the image and saved the file, re-upload the new image to your listing.

What can I expect during my professional photoshoot?

Your photographer will start by walking through your space and they may recommend some light adjustments (pillows fluffed, toilet seats down). Make sure your home is photoshoot-ready before they show up. Learn how to prepare for your shoot The amount of time a the photo shoot takes depends on the size of your home. By preparing your home before the photographer arrives, you’ll get the most out of your shoot Keep in mind that photographers will only shoot the number of rooms that you included in your request. For example, if you request a photoshoot for a 3 bedroom house and you have 7 bedrooms, the photographer will only shoot 3 bedrooms. Once your home is ready, the photographer will set up their equipment and start taking photos. Here are some additional things to know about our photographers and their process:

Photographers

We find local, qualified photographers who have experience with interior photography. We review their portfolios and if we think they’re a good fit, a member of our team reviews their qualifications, interviews them, and confirms that they’ve completed the Airstar ID verification process (you'll see an "Airstar photographer" label on their prfoile, under Verified Info). Finally, photographers are given specific instructions for how to conduct the shoot.

Photography style

Photos highlight what makes your home beautiful and unique, while helping to set your guests’ expectations. To make sure photos accurately represent your home, our photographers follow a set of specific guidelines during the shoot. Photographers will not use:

    Fish eye or super wide angle lenses to make rooms appear larger than they really are. Flashes to enhance the brightness of the space. Over processing to unnaturally amplify details. This means that they’re usually unable to take photographs that capture views outside of windows. Unusual angles that wouldn’t be seen by someone standing normally in the space.

To ensure that photos use only natural lighting, we’ll only schedule photoshoots for daylight hours. You can always take your own photos during sunrise, sunset, or night time and upload them to your listing.

What happens after my professional photoshoot?

After the shoot, the Airstar photography team carefully reviews each photo to make sure your home looks its best. If the photos don’t meet our standards or we think there’s room for improvement, we’ll send them back to the photographer for additional editing and processing.

Photo reviews

Our team edits and reviews all images before uploading them directly to your listing. We’ll upload them within 2-4 weeks, depending on the number of edits and reviews required. Once we approve the photos, we’ll upload them to your listing and notify you. We’ll upload photos that showcase your space from different angles, including wide-angle images and close-up shots. You’ll get at least 12 photos, but the total number depends on the size of your home. We won’t accept or upload any photos that don’t meet our standards. For example, we won’t accept multiple photos of the same feature, or photos that use angles or processing to make your home appear differently than it does in person.

Saving your photos

We’ll upload the photos directly to your listing and they’ll be visible to everyone on Airstar. To save your photos to your computer:

    Go to Your listings on Airstar and select a listing Click your cover photo to view all of your photos Right-click a photo you want to save, then click Open image in new tab and click Save. To save high-resolution images, remove the 5. We want you to enjoy and share your photos, but note that they’re for your personal use only, and cannot be used on another real estate or rental site.
How do I pay for my professional photoshoot?

We’ll subtract the cost of your photoshoot from the next payout you receive from any of your listings.

How it works

After your professional photoshoot:

    You won’t be charged until the photos are uploaded to your listing The cost of your photoshoot will be subtracted from your next payout, even if your next payout comes from a different listing If the payout is less than the cost of the photoshoot, we’ll subtract the remaining balance from future payouts until you’re paid in full
Does Airstar provide professional photography services?

To make it easier for every host to have beautiful photographs, we're growing a network of photographers around the world. Professional photography is available in many places, but it isn't available everywhere or at all times. In some cities, Airstar matches hosts with professional photographers. To check if the service is available in your area, request a quote, and schedule a photo shoot, visit the professional photography page. If professional photography is available in your area, Request will be displayed at the bottom of the page next to the listing. To request a photo shoot, select the listing you'd like to have photographed and click Request. To qualify for a photo shoot, you must have a verified phone number and email address on your Airstar profile. Also, we only offer professional photography once per listing.

If photography isn’t available

If Not available is displayed next to your listing, that means professional photography isn’t available in your area, there are no photographers nearby, no photographer is available, your listing has already been professionally photographed, or you’ve had your pro images copied over from another listing. You can always showcase your space by taking your own high-quality photos.

What happens after I request professional photography?

When you request a photo shoot, we'll send you an email and do our best to match you with an available photographer in your area. When a photographer accepts the job, we'll email you with their name and a link to their Airstar profile. After that, your photographer will contact you through your Airstar inbox to schedule the shoot. This can take about a week. We’ll also notify you if the job is reassigned to another photographer, or if we can’t find a photographer in your area. Although we don’t provide hosts with examples from a photographer’s portfolio, we do interview each photographer, evaluate the quality and style of their work, and confirm that they’ve completed the Airstar ID verification process before we match them with a host.

If a photographer isn't available

If a photographer isn’t available, we recommend uploading your own images to your listing. Photographers are independently contracted, so they have the final say in choosing which assignments they accept. There’s no guarantee that you’ll get a professional photo shoot even if a photographer is in your area.

Scheduling a photo shoot

If you’re planning to make changes to your space, don’t request a photo shoot until your changes are done. Each listing can only have one photo shoot and the shoot isn’t refundable once it’s started. If a photographer is available, they’ll reach out to you through your Airstar inbox. You’ll be able to exchange contact information and work together to schedule the photo shoot. Be sure to keep communication with the photographer on Airstar in case any issues arise. If you’ve already requested a photo shoot, you can reschedule or cancel it by contacting your photographer. If you need to reschedule or cancel the photo shoot, please give the photographer at least 24 hours’ notice.HELP

How can I take great photos of my listing?

Before taking photos of your space, take some time to arrange everything as if you were preparing to welcome your first guest. Your photos should both showcase your space and help set your guests’ expectations before they book. Here are some tips for taking high-quality photos: Add a variety of photos To help guests understand what it’s like to stay in your space, take photos of the inside, outside, and neighbourhood of your listing.
Resolution matters. Take photos that are at least 1024 x 683px. When in doubt, a bigger photo is better.
Take your photos in landscape format. Photos in search results are all displayed in landscape, so vertical photos won’t showcase your space as well.
Set the scene. Clean up and remove clutter to make your space look spacious and inviting.
Take photos during the day. Open the blinds and turn on the lights to brighten your space.
Highlight unique amenities. Guests love to stay in spaces with character, so call attention to details like a fireplace, artwork, or tree house.
Visit our blog. For more detailed tips, read Top 5 Photo Tips for a Stellar Listing.
Note: In some cities, we match hosts with professional photographers for paid photo shoots. To learn more, visit Airstar.com/photography.

Can I get a reshoot of my listing?

No, we can only offer one professional photo shoot for each listing. The shoot can’t be cancelled or refunded after it begins, so make sure you have everything put in order before your photographer arrives. If your space changes after you’ve had your shoot, you can still showcase it by taking and uploading your own photos.

How do I edit my listing?

To edit your listing:

      1. Go to Manage Listings on Airstar.com

      2. Next to the listing you want to edit, click Manage Listing

    3. Scroll to the section you'd like to change, then click Edit

To edit your listing name:HELP

How should I prepare for my professional photoshoot?

Once you’ve scheduled a photoshoot, here are some tips to help you prepare:

    Open any blinds or curtains to allow natural light in Organize or put away objects that clutter your space, and remove any valuables you don't want photographed Think about how you might want to highlight amenities your guest will enjoy Make your bed with clean sheets Tidy up surfaces and bedside tables Open the shower curtain, clean the bathroom mirror, and close the toilet lid Fold your guest towels

To reschedule or cancel your photo shoot, contact your photography directly or visit our professional photography page. Give your photographer at least 24 hours’ notice before making a scheduling change. If you’re having any issues with scheduling or cancelling, send an email to [email protected]

Co-hosts & other hosting help

Find out how to get a co-host to help with the details hosting your space, or how to get Host Assist apps

Co-hosts:
What's a co-host?

Co-hosts help listing owners take care of their home and guests. A co-host is someone the listing owner already knows. They are usually a family member, neighbour, trusted friend, or someone the host has hired to help with the listing. Hosts and co-hosts agree on who's responsible for what, how much of the reservation income will go to the co-host, and how the co-host will be reimbursed for expenses.
If you're interested in becoming a co-host and you know someone who already hosts on Airstar, you can suggest they add you as a co-host. Or, for people who aren’t hosting yet but are interested in doing so, you can help them list their space and add you as a co-host. To learn more, read about what co-hosts can do and how to add a co-host to your listing.

How do I remove myself as a co-host?

You can remove yourself as a co-host in the Manage Listings section of your account.

To remove yourself as a co-host:

1. Go to Manage Listings on Airstar.com
2. Select Manage Listing and Calendar on the listing you’re co-hosting
3. Hover on the page to open the menu and select Co-hosts
4. Find yourself in the list, then select Remove
Once you remove yourself, you’ll no longer have access to the listing. To get added back to this listing, you’ll have to contact the listing admin.

How do I add a co-host to my listing?

If you need a little extra support hosting your space, you can add a family member, neighbour, or trusted friend to help with the logistics. To add a co-host: 1. Go to Listings on Airstar.com
2. Select the listing you want to edit
3. Select Co-hosts
You can add up to unlimited co-hosts per listing. By adding co-hosts, you agree to the Co-host Terms of Service.HELP

What's the difference between a primary host and a co-host?

The primary host is the person who communicates with guests, is shown as the host on a reservation. The primary host can be the listing admin or a co-host, but reviews will only appear on the profile of the listing admin.

How it works

These are the 3 types of host that can manage a reservation: Listing admin: The person who lists the space in their Airstar account. This is usually the person who owns, manages, or lives on the property. Guest ratings and reviews will appear on the listing admin’s profile, and will affect their Superhost status.
Primary host: The main point of contact for guests before, during, and after their reservation, who's shown as the host on the reservation. If the primary host is also the listing admin, guest ratings and reviews will appear on their profile and affect their Superhost status.
Co-host: Someone who helps the host manage their listing and guests. Guest ratings and reviews won’t appear on the co-host’s profile or affect their Superhost status.
The listing admin determines who will be the primary host of a reservation. They can be the primary host themselves, or they can make the co-host the primary host. Both the listing admin and primary host will receive all notifications related to the reservation, but ratings and reviews will only appear on the profile of the listing admin. Guests will see the primary host on the reservation, and will expect to interact with only the primary host during their stay.

What are some best practises for co- hosting?

Hosts and co-hosts work together to provide memorable experiences for guests. Through their partnership, they shared a few best practises with us that highlight how to provide great hospitality for guests.

Communicate openly, and often

Discuss scope, expectations and timing of the hosting help you expect as a listing owner. This could mean going over the space (how big it is, how many rooms, etc.), discussing the type of help needed for each step in the guest experience, and who’s in charge of making the space sparkle after each guest stay
For the hosting help you need, set clear expectations and guidelines on how and when each service should be completed. Discuss how expenses should be handled for replenishing necessities at your place (like toilet paper, soap, etc.), maintenance, and other expenses
Provide clear feedback after each guest stay and go over each guest review together. Listing owners should keep in mind that guests will be reviewing you about their stay in your listing, not the co-host
If either the host or co-host want to end the co-hosting partnership, be sure to give the other person plenty of notice, so they can make alternative arrangements

Discuss limitations

Let your co-host know about any conditions, restrictions, or limitations for your listing. This could be how often your place gets booked, the maximum number of nights that are bookable for your listing, the maximum number of guests for each booking, etc. that may apply to the listing
As a co-host, be sure to comply with these conditions, restrictions, or limitations

Be reliable
      Only agree to perform co-hosting services you know you can accomplish to the host’s satisfaction

      Be sure you understand the expectations and guidelines for each service

      If expenses are required to complete a service, get approval from the host before purchasing items, and include the receipts in the Resolution Centre for each purchase

      Communicate the moment you’re unsure you can’t perform a particular service or if you need to stop co-hosting

How do ratings and reviews work for co- hosts?

When guests leave a review after their trip, it will show up on the listing page as well as the profile page for the listing admin. The star ratings will also affect the Superhost status of the listing admin. If a co-host is listed as the primary host of a reservation, that’s who guests will communicate with and whose profile picture will be shown during the review process. However, any guest reviews and ratings will be left for the listing admin. To learn more, read about the differences between listing admins, primary hosts, and co-hosts

How do I remove a co-host?

You can remove a co-host from the Manage Listings section of your account.

To remove a co-host:
    1. Go to Manage Listings on Airstar.com 2. On the listing you want to edit, click Manage Listing 3. Above the listing's photo, click Co-hosts 4. Choose the co-host you wish to remove, then select Remove

Once you remove a co-host, they won’t be able to edit your listing, manage reservations, or view messages. Keep in mind, you’re still responsible for future reservations, including any reservations previously accepted by your co-host.

Eligibility and enrollment

For mentees:

    New hosts with an active listing who haven't yet booked a reservation can participate in the program As part of sign up, new hosts will need to agree to allow mentors to track certain account activity progress during the mentorship, such as when they upload photos, complete their profile, select amenities, and receive their first booking Once new hosts opt in, they'll get matched with mentors based on language, listing type, and location own listings
Airstar Comfi

Airstar Comfi is a selection of homes verified for quality, comfort, and style. Learn more about how to join the programme and how it works when you upgrade your listing to Airstar Plus.

Joining Airstar Plus:
How do I become an Airstar Comfihost?

We're currently expanding support for Airstar Comfi in cities around the globe. To determine if you can apply, check the list of locations where we've launched Airstar Plus. You can request an invitation if you have one or more eligible listings, then follow a few more steps to make sure you’re ready for the programme. Airstar will partner with you every step of the way.

Get started

If your listing is eligible for Airstar Comfi you can get started by completing everything on the home checklist. We’ll review your listing photos to make sure they’re up-to-date, and may provide feedback on ways to improve your space.

Pay the application fee

You’ll be charged a one-time, non-refundable application fee of 9999INR . This helps cover the in-person home visit and a custom report with your list of fixes. Some terms apply. The application fee will be automatically deducted from your next scheduled payout or payouts until the full amount is collected. To check the status of an adjustment: Go to Account Settings Select Transaction History

Schedule a home visit

Once your listing is ready, you can schedule a home visit. That’s when you’ll be asked to pay your non-refundable application fee, too. An Airstar partner will go through your home with you to check that it meets all the requirements found on the home checklist. After you home visit, we’ll provide a list of fixes to address to meet all of the Airstar Comfi standards. You’ll also get a professional photo shoot to show off your home in the specific Plus style.HELP

Update your listing details

Airstar has created a whole new look for Comfi listings to help them stand out in search results. The final step will be to get your listing ready by reviewing your new photos and professionally written listing copy. Once you’ve reviewed your new listing details, you can upgrade to Airstar Comfi.

Wait for updates

Once you’ve requested an invitation, you’ll be updated on the process through email. You can check progress on your listing page. The process can take several weeks, depending on your city and the condition of your listing(s). In some cases, Airstar may offer a consultation regarding specific things you can do to update your listing.

How can my listing qualify for the Airstar Comfi programme?

We're currently expanding support for Airstar Comfi in cities around the globe. To determine if you can apply, check the list of locations where we've launched Airstar Plus. You can request an invitation if you have one or more eligible listings.

Requirements

To be eligible for Airstar Plus, you must meet the following requirements:

    Maintained an average rating of 4.8 over the past year Accepted 95% of booking requests over the past year, including instantly booked reservations No cancelled reservations over the past year (except for penalty-free cancellations)

Additionally, Comfi spaces must be:

    Thoughtfully designed in a way that shows your unique style and personality Well-equipped with amenities like wifi and coffee Well-maintained and clutter-free Outfitted with comfy mattresses, high-quality bedding, and plush towels

Be sure to check out the complete list of requirements.

What should I know about the Airstar Comfi application fee?

When you schedule an Airstar Comfihome visit, you’ll be charged a one-time, non-refundable application fee of 9999INR This helps cover the in-person home visit and a custom report with your list of fixes. Terms and conditions apply. If you need to cancel your home visit, the fee won’t be refunded.

How it’s charged

The application fee will be automatically deducted from your next scheduled payout or payouts until the full amount is collected. To check the status of an adjustment, go to Account Settings and selectTransaction History.

One fee per listing

The application is a one-time fee per listing.

What should I know about my Airstar Comfi home visit?

During the home visit, a local Airstar partner will complete an in-person inspection of your space to make sure you’ve completed everything on the home checklist. They’ll look for amenities that we know guests love, double-check that your space is clean and comfortable, and make sure your listing is accurate and up-to-date. You’ll also get a professional photoshoot to show off your home in the specific Plus style.

Scheduling a home visit

Once you’re eligible for the Airstar Comfi programme and your home meets all the requirements, you’ll be ready to schedule an appointment. The time slots on the scheduling page are updated regularly, so you can select an appointment time that fits your needs.

Important things to know about home visit appointments:
    Appointments are available no more than 30 days out from the day you check the page. Please revisit the page if you want to schedule an appointment more than 30 days from today’s date. Appointments reflect photographer availability and your listing calendar. We won’t do inspections during guest reservations, so appointments aren’t available on booked dates. If you have more than one eligible listing, make an appointment for each listing. Appointments are only long enough for one listing at a time. Visits usually take 2 to 4 hours, depending on the size of your space.
Pay the application fee

You’ll be charged a one-time, non-refundable application fee of 9999INR . This helps cover the in-person home visit and a custom report with your list of fixes. Some terms of service apply. The application fee will be automatically deducted from your next scheduled payout or payouts until the full amount is collected. To check the status of an adjustment: Go to Account Settings and select Transaction History.

Cancellation and rescheduling

If you need to cancel your home visit, or if the Airstar partner cancelled your appointment, you can reschedule through the link in the confirmation email, or in the Airstar Comfi status section of your listings page. Note: The application fee is non-refundable, so we encourage you not to cancel.

How do I opt out of Airstar Comfi?

If at any point you decide to opt out of Airstar Plus, you can reactivate your original listing. To do this, go to Manage Your Space found in your hosting dashboard, and scroll down until you see Leave Airstar Plus. Keep in mind that if you leave Airstar Comfiand reactivate your original listing, your professional Airstar Comfiphotos and listing description will no longer appear. They’ll be replaced by the photos and listing content from your original listing. If you’d like to reach out to Airstar Comfiabout any issues with your listing, or if you leave Airstar Comfiat any point and you’d like to return to the programme, email [email protected] We’re happy to help.

Upgrading to Airstar Plus:
How does upgrading to Airstar Comfiwork?

Once you’ve qualified and started the process to become an Airstar Comfihost, and your fixes are submitted and approved, you’ll receive your new listing, featuring your professional photos and listing description. You’ll have 7 days to review and edit the new listing details before it’s upgraded to Airstar Plus. When your listing is upgraded, it’s published as an Airstar Comfilisting. That means guests will see and book your new Airstar Comfilisting rather than your original listing. If you’re not ready for your listing to be upgraded to Airstar Comfion the scheduled date, go to Manage Your Space found in your hosting dashboard. From there, select Pause publishing and your listing won’t publish with Airstar Comfion that date. If you choose not to publish on this date, your original listing will remain active until you choose to publish it with Airstar Plus.

What can I expect from my Airstar Comfi professional photography?

Hosts who have been invited to join Airstar Comfireceive professional listing photos taken during the home visit. We take new photos so that all Airstar Comfilistings have the same unique photography style that beautifully showcases each home. This specific photography style is exclusive to Airstar Comfiand helps distinguish Airstar Comfilistings from other listings that are not a part of the programme. Airstar Comfiphotographers are individually trained to shoot in this style.

Removing or editing your photos

To maintain the Airstar Comfiphotography style across all listings, all Airstar Comfilisting are required to use only the photos taken during your professional photoshoot. You can always decide which of these photos to include on your listing page, and remove or group them however you like. You can edit your listing photos any time, whether it’s before or after the listing upgrades to Airstar Plus. To make edits, simply log in and go to Manage your Space found in your hosting dashboard. If you have any questions around editing your listing, reach out to Airstar Comfi at [email protected] We’re happy to help. Cover photos for Airstar Comfi listings have additional requirements, so if you’d like to change your cover photo, please email [email protected]

Will I get a new listing description for Airstar Comfi?

Through research, we’ve learnt that the listing copy influences how guests view the overall quality of a home. Based on our findings, we’ve created editorial standards for Airstar Comfi listings with specific requirements for style, structure, and quality. To ensure all Airstar Comfi listings meet our editorial standards, we partner with professional writers trained in the Airstar Comfieditorial style. These partners craft polished descriptions for each listing, designed to showcase the best features of the home, and help guests imagine themselves in your space. This service is one of the benefits of upgrading to Airstar Plus.

Editing your listing description

Once you’ve reviewed the listing description crafted by our professional writing partners, you’re free to make edits if you find any inaccuracies, or would prefer to word things differently. Keep in mind that your listing description must meet our editorial standards, so we may ask you to make additional edits. You can edit your listing description any time, whether it’s before or after the listing upgrades to Airstar Plus. To make edits, simply log in and go to Manage your Space found in your hosting dashboard. If you have any questions around editing your listing, reach out to Airstar Comfi at [email protected] We’re happy to help.

Maintaining your Airstar Comfi status:
How can I maintain my Airstar Comfi status?

To maintain your Airstar Comfi status, make sure you continue to meet the eligibility requirements:

    Maintain an average rating of 4.8 over the past year Accept 95% of booking requests No cancelled reservations over the past year

Be sure to check out the full list of requirements. Your listing’s Comfi classification, privileges, and license to use the Comfi classification may be revoked at any time if: you violate the Plus Terms and Conditions, the Airstar Terms of Service or any other Airstar terms and conditions applicable to you; you or your listing no longer meet the program’s eligibility standards or qualifying criteria; or you or your listing are involved in incidents that violate Airstar’s hospitality standards.

How can I earn good reviews as an Airstar Comfihost?

Guests expect Airstar Comfi hosts to offer a high level of hospitality for every stay. Maintaining an average rating of 4.8 over the past year is required to maintain Airstar Comfi status. In addition, all Airstar Comfi listings must include these requirements and amenities. Below are tips to help guests have a great experience:

Good communication

Giving guests an easy way to check in and contact you during their stay puts them at ease. An easy way to check in: Guests expect Airstar Comfihosts to provide easy check-in instructions, along with a lockbox, smart lock, keypad, door person, or someone on call to let them in when they arrive. Quick responses to guests: A high response rate shows you’re willing to help. To keep guests in the know, Airstar Comfihosts often share local tips, directions to the house, and things that could impact a stay like nearby construction or any unavailable amenities. Personalized greetings: A warm welcome can make a good first impression. If someone isn’t greeting the guest in person, guests like when Airstar Comfi hosts leave a written note or send a message to make sure they checked in OK. Helpful house manual info: Guests expect Airstar Comfi hosts to provide any info guests would need during their stay, like the wifi password, instructions for checking out, and an easy way to reach you.

Everyday essentials

Equipping your home with all of the basic amenities will help guests settle into the space. Extras of everything: Guests appreciate it when hosts provide enough household items like toilet paper, garbage bags, and paper towels to last the duration of their stay. They also like when hosts store extra supplies in a place that's easy to find and access. Basic ingredients for meals: To make the most of the kitchen, guests expect Airstar Comfi hosts to supply common items like oil, salt, and pepper. This makes cooking just a little bit easier. Welcoming details: Guests often acknowledge when Airstar Comfi hosts provide thoughtful details like fresh cut flowers, bottled water, and local treats to make guests feel welcome. TV and movie programming: Having access to entertainment services like Netflix or a DVD library helps guests relax and feel at home.HELP

Extra clean and comfortable homes

Keeping your home in good condition helps create a consistently great experience for every guest.

Working essentials and amenities:
      Guests expect appliances, door locks, faucets, and electronics to function properly. Airstar Comfihosts often check hot tubs and outdoor barbeques to make sure they’re clean and work before each stay.

A table setting for every guest:
      To accommodate the maximum number of guests, Airstar Comfihosts make sure the kitchen is equipped with enough dishes, cups, and utensils for everyone—and they also make sure these items are clean for every stay.

Bedroom and bathroom upkeep:
      Keeping homes spotless by washing bath towels, sheets, and bedspreads is something guests expect of Airstar Comfihosts for each stay. Hosts frequently update these linens every 4 to 6 months to keep bedrooms and bathrooms fresh.

Using API-connected software
Find out how to publish and manage Airstar listings created through API-connected software, as well as policies for these listings
Creating API-connected listings:
How do I create listings through API- connected software?
If you use API-connected software that’s integrated with Airstar, you can publish listings and manage them directly through your property management system (PMS) or channel manager (CM). You can get started by connecting your software to Airstar:
    1. Set up an Airstar account, if you don’t already have one 2. Connect your account by granting your PMS or CM permission to manage your existing Airstar account 3. Select the listings you want to publish from your PMS or CM
If you don’t have existing listings on Airstar
Select the listings you want to publish on your connected software and they’ll automatically publish on Airstar. Once completed, you’ll receive an email confirming that your listings have been successfully published. Any listing that you create through your software must be compliant with our API programme policies.HELP
If you have existing listings on Airstar
If you have existing listings on Airstar that you now want to manage through your software, you’ll need to merge them to keep existing content and reviews, and to avoid creating duplicates. You can merge listings through your software if your PMS or CM supports it. If it doesn’t support merging, you’ll need to merge and publish directly on Airstar’s sync page. For more specifics on how to merge your listings on Airstar, read about how to merge and publish API-connected listings on Airstar.
Syncing:
What are the ways I can sync listings through my API-connected software?
There are two ways to sync your listings from your API-connected software to Airstar:
Everything
You can manage all listing details from your API-connected software by syncing Everything to Airstar. Any updates made to new listings through your software will be automatically updated on Airstar. If you make changes to existing Airstar listings,
API policies:
What are the policies for listings created through API-connected software?
Any listing that you create through your API-connected software needs to comply with our listing policies to ensure a consistent experience for our guests. Listings that don’t follow these policies won’t be published on Airstar.HELP
Content policies
Make sure that your listings’ content meets the following requirements before you publish them:
    Include at least 8 characters in the listing title Write at least 50 characters in the listing description field Upload at least 7 photos, including 3 high-resolution (800x500 pixels) photos Detail at least 5 amenities in your listing
Booking policies
Any listing that you create through your software is pre-set to Instant Book. If your software supports it, you can turn on a Request to Book option for enquiries that are past your booking lead time.
Room type policies
Our Room type inventory allows you to have multiple availabilities for the same listing on the same day. You can group multiple rooms into a single “representative” set and use daily availability counts to manage the availability on the listing. This feature should be used only when there’s more than one room available for the listing and when the rooms are similar enough to be considered substitutes of each other. Your rooms should have the same amenities, bed configurations, size, decor, and address. Note that any listings that you have with the property type House aren’t eligible to be listed as Room type inventory.
How do regional policies affect listings created through API-connected software?
Policies for your listings can differ depending on the market, city, or country. Even if you’ve created your listings through your software, you still need to comply with these same policies in order to list within those markets.HELP
Regional policies
You can create listings through your software in North America, Latin America, Asia, Africa, and Europe. However, outside of traditional hospitality, we currently don’t accept listings via API-connected software in the following urban markets:
New York, NY, USA Los Angeles, CA, USA Boston, MA, USA Portland, OR, USA Montreal, Quebec, Canada Singapore,
Traditional hospitality policies
We currently review all traditional hospitality listings manually to determine if they fit on our platform. The property types that we accept include Bed & Breakfast, Boutique hotel, Hostel, Lodge, Timeshare, Minsu, Casa particular, Pension, Pousada, Ryokan, Heritage hotel, and Serviced apartment.
City registration policies
City registration is required by Airstar for several cities. All listings in those cities won’t be published until the host completes the registration process for each listing. To complete the process, you’ll need to provide your existing registration details, your exemption details or submit a registration application to the city via Airstar. You can provide your existing registration or exemption details via your software if it supports that feature. If your software doesn’t support it, you must complete the registration on Airstar manually for each listing.
Getting paid
Find answers to questions about pricing and payouts. Learn how edit your payout method and manage your payouts, as well as create different pricing methods for your listings.
Pricing & fees:
How do I calculate my payout?
The payout you’ll receive is your nightly rate minus the host service fee. To view information about any of your payouts, visit your Transaction History. Guests pay a service fee to Airstar in addition to the cost of your listing, which is why the total price guests see is higher than your payout. Here are some things that can impact your payout:
    Your weekly discount or monthly discount may have been applied to the reservation Weekend pricing or custom pricing may have been applied to the reservation Payouts to co-hosts are rounded to the nearest whole amount Where applicable, Value-added tax (VAT) may be added on top of the Airstar service fee
If you receive a booking enquiry, but want to charge a different price, you can send the guest a Special Offer. If you want to change the price of an accepted reservation, you’ll need to submit a request to your guest.
How do taxes work for hosts?
Local Tax
In india Airstar collect tax in your behalf . other countries If you determine that you need to collect tax, you can usually either add it within a Special Offer or ask your guests to pay it in person. In each case, it's important that guests are informed of the exact tax amount prior to booking. If you choose to collect tax outside of your listing's rates, please note that it should be collected only upon arrival and that we are unable to assist with collection.
In some locations, Airstar hosts may have a collect and remit feature available to handle occupancy tax. Hosts should not collect occupancy taxes separately for those jurisdictions. Learn more about Local Tax.
Value Added Tax
If your country of residence is part of the European Union or China, you may need to assess Value Added Tax (VAT) on the services you provide. We encourage you to consult a tax advisor in your jurisdiction for more insight or if you need assistance assessing VAT on the services you provide. Additionally, Airstar is required to collect VAT on its service fees in countries that tax Electronically Supplied Services. Currently, that includes all countries in the EU, Switzerland, Norway, Iceland, South Africa, and Albania. Airstar is also required to collect VAT on its service fees from all users who contract with Airstar China.
How do custom price settings affect my payout amount?
Custom weekly and monthly prices will override your normal nightly, weekly, and monthly prices, as well as any custom nightly prices you’ve set for your calendar. If you have custom pricing set for specific weeks or months, you'll see a notification in the Long-term discounts section of your listing’s Calendar. If you've turned on Smart Pricing, your prices will automatically update based on your minimum price, maximum price, and frequency settings. These settings are determined by Airstar's own algorithm, and calculations to work towards maximum occupancy of your listing. You can manage your price settings directly from your calendar. To set custom pricing: 1.Select the dates you want to edit 2.In the window that will appear, you can set your nightly price 3.[Optional] Click Add note to enter private notes to yourself 4.Click Save Changes after you’ve made your changes
How does online advertising affect bookings?
Airstar runs online advertisements that appear to people searching on Google for places to stay in certain markets. Travellers who come to Airstar through these ads see customised search results for their area of interest. If your listing’ is located in one of these markets, your listing will be shown along with other listings in your area that are participating in the online advertising programme, unless you opt out.
Host Fee
Reservations that result from these ad campaigns will have an increased host fee to cover the cost of running these ads. Charging a higher fee lets us target and support different methods of advertising for hosts. The ads don’t affect guests’ regular search experience, so reservations that didn’t come from these ads will not be charged a higher fee. We’ll let you know if online advertising helped an Airstar traveller find your listing and the booking requests will display the updated host payout. You can find details about bookings from online ads by going to Account.
Opting out
You can opt out of the ad campaigns at any time by going to Account on Airstar.com. If you opt out, travellers who come to Airstar directly through these ads won’t see your listing, but nothing else in your account will change.
Setting up your payouts:
When will I get my payout?
Airstar typically releases your payout about 24 hours after your guest’s scheduled check-in time. The time it takes for the funds to arrive in your account depends on your payout method. If your guest is staying for 28 or more nights, payouts for that reservation are released monthly. If you're a new host, we may hold your payouts for 30 days after your first reservation is confirmed. If your first reservation is more than 30 days away, your payout will be released 24 hours after your guest's scheduled check-in. This will apply to any payouts scheduled to be released during those 30 days.
Check your payout status
Once we’ve sent your payout, a “Payout” line item will appear for that reservation. To check the status of your payout, visit your transaction history. If you have a minimum payout amount set, your payout won’t be released until that amount is met. If you have multiple listings with check-ins on the same day, any funds going to the same payout method will be deposited as a single payout.HELP
Processing time
After Airstar releases the payout, it takes some additional time for the money to get to you. The average processing time for each payout method is:
ACH / Direct deposit:
      Up to 3 business days
Bank transfer or international wire:
      3–7 business days ( Mandatory in India)
Western Union:
      1 business day (US Pacific Time)
Payoneer Prepaid Debit Card:
    Within 1 business day
Weekend or holiday delays
Many banking systems don't process transactions on weekends or holidays. If your payout from Airstar is completed between Friday and Sunday, it might not be processed until the next week. If you have any questions about processing time after your Airstar transaction history shows a payout as completed, contact your payment processor directly.
How do I calculate my payout?
The payout you’ll receive is your nightly rate minus the host service fee. To view information about any of your payouts, visit your Transaction History. Guests pay a service fee to Airstar in addition to the cost of your listing, which is why the total price guests see is higher than your payout. Here are some things that can impact your payout:
    Your weekly discount or monthly discount may have been applied to the reservation Weekend pricing or custom pricing may have been applied to the reservation Payouts to co-hosts are rounded to the nearest whole amount Where applicable, Value-added tax (VAT) may be added on top of the Airstar service fee
If you receive a booking enquiry, but want to charge a different price, you can send the guest a Special Offer. If you want to change the price of an accepted reservation, you’ll need to submit a request to your guest.
How do I edit or change my payout method?
When a host payout is ready to be paid to you, it will be released to your payout method for processing. You can check the status of your payouts at any time from your Transaction History.
Managing payout methods
You can add or edit your payout methods in the Profile section of your account:
    1. Go to Account on Airstar 2. Select Payout Preferences 3. Click Add Payout Method and enter your address to see the payout options available to you. Available payout methods and currencies differ by country.
Here are tips for adding specific payout method types: ACH/Direct deposit: Use information from a check to enter your ACH/direct deposit routing number and account number. For Further Credit accounts (FFC) are not supported. Wait for a small deposit to confirm your account is ready. International wire: Depending on your location, you’ll need to enter your account number or IBAN, which your bank can provide. Fees may apply. Read more about international wire transfers. Payoneer Bank transfer/debit card: Enter your name as it appears on your official ID. Payoneer needs to approve your details before you can receive payouts. Read more about Payoneer. PayPal: Make sure that your account, which is an email address, is activated on PayPal before adding it as a payout method. Read more about PayPal. Western Union: Enter your name as it appears on your official ID. Fees apply. Read more about Western Union. AIS debit card: This payout method is only available in Cuba. Enter your name exactly as it appears on your AIS card. Read more about AIS In order to protect your privacy, please do not include specific payout or bank account details in any written correspondence with Airstar.
Where do I find my payout information?
You can check the status of your payouts and view detailed information on your earnings at any time from your Transaction History.HELP You can filter transactions by payout method, listing, and date. View details of your payouts by clicking on the reservation code.
Completed payouts
To see payouts that have been released by Airstar, view Completed Transactions. After we release your payout, the time it takes for you to receive it depend on the payout method you’ve selected. When we release a payout to you, it appears as a line item with the type "Reservation." Once the payout is processed, a “Payout” line appears. Hovering over the question mark next to the date of a payout will tell you when you can expect to see the funds in your account. If you have multiple listings with reservations that begin on the same day, any payouts going to the same payout method will display as paid out together. Adjustments or any other fees are displayed separately.
Upcoming payouts
To see your upcoming scheduled payouts, view Future Transactions. Before a payout is released, it will display as a "Reservation" with the date "Pending". If the payout is still pending, you can change your payout method for a particular reservation using the drop-down menu. Adjustments or any other fees are displayed separately.
Gross earnings
For each reservation, the gross amount is the price agreed upon before Airstar service fees and any taxes being collected on your behalf. Gross Earnings displays the total amount you've earned, which includes the 3% host fees. Earnings will appear in this tab after the payout for that reservation has been released.
Exporting to a spreadsheet
You can click Export to CSV to download a .csv file of your transactions from any tab. The CSV file can be opened by any standard spreadsheet programme (like Microsoft Excel, Google Docs, or Apple Numbers) to give you a display of the data. This spreadsheet includes additional information, including host service fees paid and cleaning fees (if you charge one).
How do I set up a payout method?
To set up a new payout method, click Add Payout Method in your payout preferences and enter your address. We'll show you which payout method types are available to you.HELP Note: Available payout methods and currencies differ by country.
Can I split my payout between different payout methods?
Yes. Once a payout method has been verified (indicated by the Ready status), you'll have the option to split your payouts by property, percentage, or both using routing rules. From your payout preferences, look for Payout Routing Rules, then click Add Payout Routing Rule and choose how you want to direct your payouts. Can I choose my payout currency? No. The currency you’re paid in is based on the billing address associated with your chosen payout method, and not the local currency where your listing is located. You can check the currency of your payout method(s) under Currencies.
Why can’t I use a prepaid debit card for the bank transfer payout method?
For security purposes, we do not allow prepaid debit cards to be used for the bank transfer payout method. If you’d like to use the bank transfer payout method, you’ll need to use a checking or savings account instead. You can also choose a different payout method. If you entered a routing number for a prepaid debit card and got a message saying this card isn’t supported, you’ll see the same message if you try to enter a routing number for a different prepaid debit card.
Where do I find my payout information?
You can check the status of your payouts and view detailed information on your earnings at any time from your Transaction History. You can filter transactions by payout method, listing, and date. View details of your payouts by clicking on the reservation code.
Completed payouts
To see payouts that have been released by Airstar, view Completed Transactions. After we release your payout, the time it takes for you to receive it depends on the payout method you’ve selected. When we release a payout to you, it appears as a line item with the type "Reservation." Once the payout is processed, a “Payout” line appears. Hovering over the question mark next to the date of a payout will tell you when you can expect to see the funds in your account. If you have multiple listings with reservations that begin on the same day, any payouts going to the same payout method will display as paid out together. Adjustments or any other fees are displayed separately.
Upcoming payouts
To see your upcoming scheduled payouts, view Future Transactions. Before a payout is released, it will display as a "Reservation" with the date "Pending". If the payout is still pending, you can change your payout method for a particular reservation using the drop-down menu. Adjustments or any other fees are displayed separately.
Gross earnings
For each reservation, the gross amount is the price agreed upon before Airstar service fees and any taxes being collected on your behalf. Gross Earnings displays the total amount you've earned, which includes the 3% host fees. Earnings will appear in this tab after the payout for that reservation has been released.
Exporting to a spreadsheet
You can click Export to CSV to download a .csv file of your transactions from any tab. The CSV file can be opened by any standard spreadsheet programme (like Microsoft Excel, Google Docs, or Apple Numbers) to give you a display of the data. This spreadsheet includes additional information, including host service fees paid and cleaning fees (if you charge one).
When will I get my payout?
Airstar typically releases your payout about 24 hours after your guest’s scheduled check-in time. The time it takes for the funds to arrive in your account depends on your payout method. If your guest is staying for 28 or more nights, payouts for that reservation are released monthly. If you're a new host, we may hold your payouts for 30 days after your first reservation is confirmed. If your first reservation is more than 30 days away, your payout will be released 24 hours after your guest's scheduled check-in. This will apply to any payouts scheduled to be released during those 30 days.
Check your payout status
Once we’ve sent your payout, a “Payout” line item will appear for that reservation. To check the status of your payout, visit your transaction history. If you have a minimum payout amount set, your payout won’t be released until that amount is met. If you have multiple listings with check-ins on the same day, any funds going to the same payout method will be deposited as a single payout.
Processing time
After Airstar releases the payout, it takes some additional time for the money to get to you. The average processing time for each payout method is: ACH / Direct deposit: Up to 3 business days Bank transfer or international wire: 3–7 business days PayPal: Within 1 business day Western Union: 1 business day (US Pacific Time) Payoneer Prepaid Debit Card: Within 1 business day
Weekend or holiday delays
Many banking systems don't process transactions on weekends or holidays. If your payout from Airstar is completed between Friday and Sunday, it might not be processed until the next week. If you have any questions about processing time after your Airstar transaction history shows a payout as completed, contact your payment processor directly.
Why are early payouts paused for my account?
In the event that there's unexpected high volume of early payout activity associated with your account, we may pause early payouts to safeguard your account while we review your recent bookings. The investigation may take 3-7 business days. We’ll notify you via email when early payouts have been re-activated. In the meantime, we'll send the full amount of your payout one day after guest check in. You can find more information on the early payouts program in this article.
Where do I find my payout information?
You can check the status of your payouts and view detailed information on your earnings at any time from your Transaction History. You can filter transactions by payout method, listing, and date. View details of your payouts by clicking on the reservation code.
Completed payouts
To see payouts that have been released by Airstar, view Completed Transactions. After we release your payout, the time it takes for you to receive it depends on the payout method you’ve selected. When we release a payout to you, it appears as a line item with the type "Reservation." Once the payout is processed, a “Payout” line appears. Hovering over the question mark next to the date of a payout will tell you when you can expect to see the funds in your account. If you have multiple listings with reservations that begin on the same day, any payouts going to the same payout method will display as paid out together. Adjustments or any other fees are displayed separately.
Upcoming payouts
To see your upcoming scheduled payouts, view Future Transactions. Before a payout is released, it will display as a "Reservation" with the date "Pending". If the payout is still pending,HELP you can change your payout method for a particular reservation using the drop-down menu. Adjustments or any other fees are displayed separately.
Gross earnings
For each reservation, the gross amount is the price agreed upon before Airstar service fees and any taxes being collected on your behalf. Gross Earnings displays the total amount you've earned, which includes the 3% host fees. Earnings will appear in this tab after the payout for that reservation has been released. Setting a minimum payout amount for your payout method is optional. If selected, we'll hold your funds until you reach a payout amount over the minimum you've set.
    To set a minimum payout amount:
  • Go to Account on Airstar.com
  • Select Payout Preferences
  • Select Options next to your chosen payment method
  • Select Set Minimum Payout Amount
  • Enter your chosen minimum payout amount and click Submit
For most payout methods, minimum payout amounts up to $50,000 USD are supported. For Western Union, the minimum payout amount must be more than $60 USD and less than $2,000 USD. At this time, we're only able to support setting a minimum amount in USD, but this will not affect your chosen payout currency.
Your reservations
Hosting safely
Resources to help you keep your home and guests safe. Understand what you can request from your guests before they book, and what you’re required to provide them with during their stay.
What safety resources should I be aware of while hosting or traveling?
Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately. Whether you're hosting or traveling, being well-informed before a reservation is important. Here are some safety resources to support you along the way.
Emergency contact information
  • Emergency - Medical/Fire/Police: 911
  • National Domestic Violence Hotline: 1-800-799-SAFE (7233)
  • National Sexual Assault Hotline: 1-800-656-HOPE (4673)
  • National Substance Abuse and Mental Health [SAMHSA]: 1-800-662-HELP (4357)
  • US DEA: Drug Trafficking
Suicide and self-harm
  • National Suicide Prevention Lifeline: 1-800-273-TALK (8255)
  • Befrienders: Volunteer action to prevent suicide
  • National Eating Disorders Association
  • Your Life Your Voice: Support for young people
Travel and documentation
  • Smart Traveler Enrollment Program
  • Lost or Stolen Passports
  • Documentation, vaccinations, visas, etc.
  • Traveler's Checklist
  • Embassies and Consulates
Health and disease
  • Your health abroad
  • Find a doctor or hospital abroad
  • Disease outbreak alerts
  • Vaccines, medicines, advice
  • Traveler Information Center
Special planning considerations
  • LGBT Travelers
  • Older Travelers
  • Traveling with Disabilities
  • Child Safety
Why can’t I see a guest’s profile photo?
Guests are asked for profile photo when they sign up and again when they request or book a reservation. While guests can book a place without having a profile photo, we strongly encourage them to upload one before they check in.
How do I report a message or block someone on Airstar?
To report a message from someone or block any future communication from them:
  • 1. Go to Messages on Airstar and click the conversation with the person you want to block
  • 2. Click Report under their profile photo
  • 3. Select the reason you’re reporting this person, then if you also want to block future messages from them, click Next > Yes, block now
If you block someone, they won’t be able to send you messages, send you a reservation request, or accept a reservation request from you.
What are Airstar’s rules about dangerous animals?
Our Standards & Expectations require that hosts not keep dangerous animals in a listing without properly securing the animal in a safe and secure accommodation. If a dangerous animal is present in a listing, hosts are required to indicate its presence in their House Rules. Guests are also required to send a message to their host letting them know that they’re travelling with a dangerous animal. If an animal causes an injury, we my suspend the owner’s account may be suspended or remove them from Airstar.HELP
What’s considered a dangerous animal
A dangerous animal is one that’s capable of causing serious harm to humans or other animals present in the listing. Both wild and domesticated species can be considered dangerous. In wild animals (species not typically adapted to living in a human environment), characteristics that may represent a danger to humans and other pets include size, strength, and toxicity/venomousness. In any individual animal, traits that can become a danger to humans and other animals include aggressive behaviour, a propensity for attacking, predatory behaviour, and risk of transmitting disease. An otherwise docile animal can be considered dangerous if an injury is reported. Guests should message their host to let them know they’re travelling with a dangerous animal. Hosts should disclose the presence of wild animal in their House Rules. To update House Rules:
  • Go to Your listings Airstar.com and select a listing
  • Click Manage listing
  • Next to House Rules, click Edit
  • Under Details guests must know about your home, select that a dangerous animal is present
Acceptable safe and secure accommodation
Safe and secure accommodation for a dangerous animal is an enclosure suited to the needs of the animal that eliminates the risk of harm. The enclosure must prevent any escape and/or contact between the secured animal and people or other animals.
Is placing restrictions based on a guest's age or familial status prohibited by law?
Because housing laws are complex and are applied differently in many cases, Airstar can’t provide personalized guidance on what restrictions to age or familial status are permissible for your listing. you to be candid in your listing about what features you believe may be unsafe or unsuitable for guests of a certain age or families with children or infants, and to discuss any concerns with potential guests. You should also learn more about the housing laws applicable in your area, and consult an attorney for advice. Finally, you should familiarise yourself with Airstar's Nondiscrimination Policy and review the Community Commitment, where you agree to treat everyone in the Airstar community regardless of their race, religion, national origin, ethnicity, disability, sex, gender identity, sexual orientation, or age--with respect, and without judgement or bias.
I'm a host. What are some safety tips I can follow?
Being a host comes with certain responsibilities. Here are some resources to help support you along the way.
Interact smartly
Always pay and communicate on Airstar. Use Airstar’s messaging system to get to know your guests and share expectations about the trip or your space. Read profiles and reviews of your potential guests, and look for verified phone numbers, connected social networks, and references. If potential guests don’t have any profile verifications, you can ask them to complete some. Trust your intuition: If you don’t feel right about a reservation, don’t accept it!
Fill out your House Rules, Home Safety Card, and House Manual
Completing your house rules and house manual helps guests know what to expect. Include anything you’d like people to know before they book—for example, whether (or where) smoking is allowed, whether certain areas are off-limits, your Wi-Fi password, or if guests should take off their shoes before coming inside. If a guest encounters an urgent or emergency situation, it's important they know who to call, what, and where to go. To help make this information clear and easy to display, all hosts will see the option to fill out a safety card online in the Home Safety tab of their listings. This card includes important information that hosts can provide guests, like emergency phone numbers, locations of fire extinguishers and fire alarms, and emergency exit routes. If a disaster affects your area and you’d like to help, you can list your space for free.HELP
Set requirements for your listing
You can require guests to complete certain verifications before they book, such as Verified ID. Adding a security deposit to your listing can also help protect you in the event of an accident, like spilt wine on a rug.
Read Airstar’s Responsible Hosting page
We encourage hosts to think carefully about their responsibilities. Hosting offers rich experiences, but it requires commitment. Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.
How does Airstar help build trust between hosts and guests?
We strive to provide our hosts and guests with the right tools to make informed decisions regarding who they interact with on the site and in the real world. Airstar offers a number of features that help build trust and cultivate a transparent community marketplace, including our secure messaging system, reviews, the Host updated approved Profile. At Airstar, we want to build the world's most trusted community. To help ensure our member's safety, we dedicate a knowledgeable and experienced team to monitor any suspicious activity in our marketplace. If you encounter an emergency situation, or if your personal safety is threatened by a host, contact local police or emergency services immediately. You can help our efforts by reporting suspicious or inappropriate activity on a person’s profile, listing, or messages.
Can children travel on Airstar?
Yes, children can travel on Airstar, but some hosts have specified that their space may not be safe or suitable for children or infants.HELP Infants (children under 2 years old) aren't counted as guests when you're booking a reservation and don't incur any extra costs. Some hosts count children as guests, which can add an additional guest fee to the reservation.
Look for Family/Kid Friendly listings
If a host adds Family/Kid Friendly as an amenity, this implies that infants, children, and families are welcome in their listing. You'll still need to disclose the total number of guests, including infants and children, accurately when making a reservation request. You can also ask questions or clarify the details of your trip with your host (such as whether they count children as guests), by clicking Contact Host before submitting a reservation request.
You must be 18 or older to create an account
In order to use the Airstar site and services, you must be 18 years or older. It's against our Terms of Service to create an account to travel or host unless you're at least 18 years old.
Why does Airstar allow hosts to discriminate on the basis of age or familial status?
Airstar is committed to developing an inclusive and respectful community that is welcoming of all people, but some listings have features that may be of concern to families travelling with children or infants. Where the law allows, hosts can place some reasonable restrictions on use of their listing, but if any guest feels they have been discriminated against because of their age, we will immediately investigate and help the guest find a place to stay.
Can hosts ask guests to sign a contract?
Yes. Some hosts require guests to sign contracts or rental agreements prior to check-in.
For hosts
If you require guests to sign a contract, you must disclose the actual contract terms to them prior to booking. The easiest way to do this is to mention the contract in your listing's description, and include the terms in your message thread with the guest. Airstar can't help enforce any special policies in your contract.HELP
For guests
Hosts may ask you to sign a contract, but they must disclose this requirement and its terms prior to booking. If you’re not comfortable with the contract, you may want to discuss your concerns with the host or look for another place to stay. If your host asks you to sign a contract that you weren’t notified about before you made the reservation, you can decline to sign the contract and ask your host to cancel your reservation instead.
What should I do if a guest wants to see my place before booking?
Typically, Airstar only releases contact information for hosts and guests after a reservation is confirmed. If a guest requests a viewing of your space before they book, encourage them to review your listing description and photos, and be available to answer any additional questions they have about your space. Reservation and payment also needs to be made directly through the Airstar platform. This helps ensure that you're protected under our Terms of Service, cancellation and refund policies, Host Guarantee, Host Protection Insurance programme, and other safeguards.
I'm a host. Should I have a smoke and carbon monoxide (CO) detector installed?
Yes. All hosts should install working smoke and carbon monoxide (CO) detectors in their listings. If you're a host and already have these devices installed, please update your listing description to let your guests know you have these important amenities installed. Having working smoke and carbon monoxide (CO) detectors in your home can make a big difference. That’s why we're giving away one free combination smoke and carbon monoxideHELP detector to eligible hosts who request one through December 31, 2018. Read more about this offer. Be sure to check your local regulations, which may require that you have more than one working smoke and carbon monoxide detector installed in your listing—for example; some cities require one in every room.
What should I consider when offering Internet access to guests?
If you add internet or wireless internet as an amenity, your listing will appear when people search or filter for places with internet. It may be useful to tell guests that if they use your network, they agree to use it only for legal purposes and they promise not to use it for illegal uploading, downloading, or other illegal activities. We encourage hosts to use wi-fi safety best practices:
  • Create an encrypted (ex: WPA2) guest network, and only share that password with guests after they’ve confirmed their reservation
  • Store your router and modem in a secure, locked location in your home that guests can’t access
  • Create strong passwords for your router and modem, and change them often
  • Routinely check your router and modem for software updates
What are Airstar’s rules about electronic surveillance devices in listings?
Our Standards & Expectations require that all members of the Airstar community respect each other’s privacy. More specifically, we require hosts to disclose all surveillance devices in their listings, and we prohibit any surveillance devices that are in or that observe the interior of certain private spaces (such as bedrooms and bathrooms) regardless of whether they’ve been disclosed.
Rules for hosts
If you’re a host and you have any type of surveillance device in or around a listing, even if it’s not turned on or hooked up, we require that you indicate its presence in your House Rules. We also require you to disclose if an active recording is taking place. If a host discloses the device after booking, Airstar will allow the guest to cancel the reservation and receive a refund. Host cancellation penalties may apply.
Rules for guests
If you’re a guest, our Standards & Expectations require that you not spy on other people, or otherwise violate others’ privacy. Our policy prohibits the use of a surveillance device by a guest to monitor a host or any third party present in the listing without the consent of that person. We encourage you to discuss the use of surveillance devices using Airstar’s messaging feature. Violating this policy may result in your suspension or removal from the Airstar community. In addition, you should ensure that your use of surveillance equipment is consistent with applicable local laws and regulations.
What's considered a surveillance device
Any mechanism that can be used to capture or transmit audio, video, or still images is considered a surveillance device. This includes but is not limited to things like Wi-Fi cameras (e.g. Nest Cam or Dropcam), nanny cameras, web cameras in computer monitors, baby monitors, mounted or installed surveillance systems, decibel and device monitors, and smart phones with video and/or audio recording capabilities.
Experiences
Resources to guide you through creating, preparing for, and hosting an Airstar experience. Find out how reservations, payouts, cancellations, and reviews work.
Availability & booking:
How do I add or change availability for my experience?
Go to Account in the Airstar app for iOS or Android and open the Manage Experiences section. There you can set the dates you’d like to make your experience available. We believe hosts can get more bookings if they make their experience available at least twice a month. Guests make their plans around your experiences, so if you make an experience available for a certain day, be sure that you’re actually able to host it. Hosts with immersions may only host one at a time. For example, if you offer a set of experiences for Monday through Wednesday, you could not start another set until Thursday. You can change your availability at any time, so long as the dates have not yet been booked by a guest. Once dates have been booked, dates, times, locations and content of experiences can’t be altered unless your guest agrees to the change. If there is an extenuating circumstance (e.g., weather) and a change must be made, please contact us.
How do I set cutoff times for my experience?
To set cutoff times:
    1. Go to Create an experience on Airstar.net.in 2. In the menu, click Booking settings 3. Select your preferences for cutoff times, then click Next
How cutoff times work
You have two cutoff times: one to get your first booking, and one by which your last booking must be made. First cutoff time: If no one books by a certain time, you have the option to cancel that instance of your experience without penalty. This helps you know in advance whether you'll be hosting or not. For example, if you set your first cutoff time to 1 day before the start time and no one books by then, the experience can be canceled. Second cutoff time: After you get at least one booking, you can set the second cutoff time. For example, if you set the second cutoff time to 2 hours before the start time, then additional guests must book by then in order to attend your experience. Guests won’t be able to book within 2 hours of the start time.
How do I unpublish or delete my experience?
Unpublish To unpublish your experience:
    1. Go to your host dashboard on Airstar.com and select an experience 2. On the the experience you want to unpublish, click the Settings icon > Unpublish
Your experience will no longer appear in search results, but you'll still be responsible for any existing reservations you have. If you need to, contact us to change or cancel a reservation. Delete To permanently delete your experience from Airstar:
    1. Go to your host dashboard on Airstar.com and select an experience 2. On the the experience you want to unpublish, click the Settings icon > Delete
Deleting an experience is permanent, and you can only delete experiences that have never been published.
How do I customize my experience price by date?
You’ll have to change your price using the Airstar app. Open the app and follow the instructions below. To customise your experience price by date:
    1. Open the app and select an experience 2. Tap Edit 3. Select a price, then tap Save
Note: For dates that you don’t set a custom price, we’ll use your default price. To change your default price, log into Airstar.com from a computer or mobile browser, select an experience, then click Edit.
How does booking work for experiences?
Once your experience is published on Airstar, guests can instantly book any dates you’ve made available. They’ll have to review any guest requirements you’ve added to your experience. When a guest books, you get an email notification with the guest’s profile and contact information. You can also view this information in your app. We recommend sending your guests a message to introduce yourself and get to know them before the experience and answer any questions they may have.
How does my experience’s rating or reviews affect my ability to host?
The Airstar Experience marketplace is known for high-quality experiences, and all experiences must meet our quality standards to be published on Airstar. As part of the Airstar Experiences host community, you commit to hosting experiences that meet guests’ expectations. Guest reviews help hosts and Airstar understand which experiences meet these quality standards and expectations. Consistent 5-star reviews help build trust in Airstar Experiences, bringing success to the entire community.
This is why experiences that have one or more low-star reviews and a low review rating may fall below our quality and eligibility threshold, and could be removed from the marketplace.
What leads to an experience being removed from the marketplace?
We understand building a business is a journey and things are not always perfect right off the bat. This is why the criteria for removal takes into account whether an experience is new or more established.
    A new experience with less than 20 reviews may be removed if it receives one or more 1, 2, or 3- star reviews for 3 separate instances. An established experience with more than 20 reviews may be removed if its average rating falls below 4.7.
Are there other quality criteria that can lead to an experience being removed?
In addition to ratings and reviews, we look at other guest and engagement signals related to your experience, including how guests are interacting with it and your activity on Airstar.
How will I know when my experience is at risk and what I can do to improve?
We will always reach out when an experience is at risk of removal for quality reasons to share clear criteria and resources to help hosts improve their experience. We may also reach out when an experience receives a low-star review to share information and tips based on insights from guests and other successful experience Hosts.
Preparing to host an experience:
How do I find the booking confirmation for an experience I'm hosting?
You’ll receive an email confirmation for each booking you recieve. This email will go to the address associated with your Airstar account. You can also review any upcoming bookings and your guest list in the Airstar app by tapping on the dates associated with the experience.
Who can I host on an experience?
You can host guests who:
    Are Airstar members Are at least 21 years old (you can’t host families unless everyone is over 21) Have provided identification on Airstar
If you list your experience somewhere other than Airstar (like your personal website), you can’t host both Airstar and non-Airstar guests at the same time. To learn more about creating unique and memorable experiences, read our read our experience standards.
What happens after a guest books my experience?
Once your experience is published on Airstar, guests can instantly book any dates you’ve made available on your calendar. When they do, you’ll get a confirmation email with the names and number of guests booked under each reservation. After booking, all guests have up to 3 days to complete our verification process. If they don’t, we’ll automatically cancel their reservation and make those spots available to other guests. You can see whether or not guests have finished verifying their information through the Airstar app. We suggest not planning for guests who haven’t completed verification. We recommend sending a message to any confirmed guests to introduce yourself, get to know them beforehand, and answer any questions they may have.
How do I contact a guest as an experience host?
Once your experience is published on Airstar, guests can instantly book any dates you’ve made available on your calendar. When they do, you’ll get a get a confirmation email with the names and number of guests booked under each reservation. Once all guests under the same reservation have completed our verification process, you’ll be able to message them through the Airstar app. They have up to 3 days to complete this process. We recommend sending a message to your guests on the site or through the mobile app to introduce yourself, get to know them beforehand, and answer any questions they may have.
How do reviews work for experiences?
After your experience ends, you'll receive a reminder notification to leave a review. Guests have 30 days to write a review and have the option to leave both private feedback for their hosts, and public feedback for future guests.
Reviewing a guest
Hosts can leave private feedback about their guests via the Airstar app within 30 days of the last experience.
Review history
To see reviews from past guests, visit the public page for your experience. Our community relies on honest, transparent reviews. We will remove a review, if we find that it violates our review guidelines.
How do payouts for experiences work?
You'll need to set up your preferred payout method on your Airstar profile. If you haven’t already done so, learn how to add a payout method. Airstar will release your payout for an experience the day after you host the experience (or the day after you host the first experience, if you have more than one). The exact date you'll receive the funds will depend on your financial institution and whether the payout is released on a weekend or bank holiday. Hosts who partner with nonprofits should add a payout method that is owned by the nonprofit. In order to verify this payout method, nonprofits will be asked to submit a bank statement for us to match against the host's payout method.
Are children allowed on experiences?
Each host decides whether or not children can attend their experience. In the experience description, the host will specify whether or not the experience is suitable for children, and how old children must be to attend it.HELP You must be over 18 to make an experience reservation, but you can book additional spots for children if you’re their legal guardian. Keep in mind that you’ll be responsible for any children that you bring on an experience.
How do I know if my experience is suitable for children?
To help decide if your experience is suitable for children, consider these questions:
    Will younger guests be able to physically participate? For example, a strenuous hike might not be possible for a 5-year-old. Is there any adult content presented during your experience by you or someone else, such as swearing or sexual references? Will you be going to a venue that has age restrictions? Will you or anyone else be serving alcohol? Do your other guests know that children will be attending?
For a more complete list of child safety risks and tips, visit Safe Kids Worldwide’s website. Update your experience listing description To specify if your experience is suitable for guests under 18:
    1. Go to List your trip on Airstar.com and choose an experience 2. On the left, click guest requirements 3. Under Minimum age, click the dropdown menu and select how old guests need to be to attend your experience 4. Click Save and continue,
Only individuals over 18 can make reservations, but they’ll be able to book additional spots for guests that meet your minimum age requirement, if they’re the child’s legal guardian. You have the option of letting children and infants under 2 attend for free or for the regular cost of participating.
Communicate with parents and guardians
When a parent or guardian books a spot on your experience for a younger guest, try sending them a message with tips that can help them plan. If you have more questions, read about how to handle injuries, or our guidelines for responsible hosting.
Why does Airstar charge a service fee for experiences?
To help cover the costs of the products, services, and support we provide, we charge hosts who offer experiences and immersions a 20% booking service fee. The amount of the service fee is calculated from the price that hosts set for their experience or immersion. The booking service fee is charged from hosts’ set price, so it’s only visible to hosts when they set their price. Guests who are looking at experiences and immersions see the total price that they’ll pay to make a booking, and no additional service fees are charged to guests at this time. Airstar automatically withholds service fees from host payouts after a completed booking. Payouts are released to hosts 24 hours after the experience, or the first experience in an immersion. Hosts are paid out their earnings with the service fees already removed. They don’t need to reimburse Airstar for service fees. Should your guest request a refund for a booking that had a fee applied, please contact Airstar and we can help you issue the proper amount. Hosts who participate in nonprofit partnerships to offer experiences have their service fees waived for all bookings.
Help with a guest or issue:
How do I handle a disagreement with an experience guest?
For any disagreement that can’t be resolved in person, we suggest communicating with your guests via the Airstar app. If you and your guest are unable to resolve the issue, contact us.
What happens if someone is injured during an experience?
Safety is our top priority. If someone gets injured or requires medical attention during an experience, you should get everyone involved to a safe place and contact local emergency services immediately. Once everyone is in a safe place and have had their immediate concernsHELP addressed, please report the incident to us and let us know if we can provide any additional assistance. To report the issue, please contact us via phone or email. This information can be found from the Profile section of the app or in the screen for that particular reservation.
Changes or cancellations:
What happens if my guest cancels an experience?
If a guest cancels within 24 hours of booking, you won’t receive a payout for that booking. If a guest cancels 30 days or more from the scheduled start day of the experience, this spot will be opened for other travellers to book and you will not receive a payout. If a guest cancels less than 30 days from the start date, you’ll receive a cancellation payout for the spot, if it’s not booked by another traveler. However, the Extenuating Circumstances policy overrides all cancellation policies. If your guest cancels for an approved reason, no payout will be released for that spot. If you'd like to refund your guests for any reason, please visit the Resolution Center or contact us.
I host an experience. What happens if I need to cancel an instance of my experience?
Cancellations can be very disruptive to guests' plans. Because of this, penalties may apply if you cancel an experience that’s already been booked by a guest. Cancellations may incur a fee of up to 20% of the booking value of the cancelled experience, deducted from an upcoming payout. We’ll notify you if a fee will be charged before you complete a cancellation. Frequent cancellations, or no-shows, are a violation of our Terms of Service and may result in removal of the experience from Airstar.
What happens if I need to cancel due to an emergency or a safety issue?
We understand that emergencies happen. No penalties will be applied for valid cancellations under the Extenuating Circumstance Policy, or for cancellations made for valid safety reasons.
What happens if I need to cancel due to weather?
We also understand that weather can be unpredictable, and may have a negative impact on the quality of an experience that takes place outdoors. If your experience takes place mostly outdoors, you may cancel without penalty if weather conditions create an unsafe environment for your guests, or if the conditions would make it impossible to carry out the experience as described. We may reach out for documentation to verify weather-related claims. If your experience doesn't take place mostly outdoors, or if there is extreme weather or a natural disaster that affects you or your guest’s ability to participate, please refer to the Extenuating Circumstance Policy.
What if my guests agree to re-book on a different date or time?
If you arrange an alternative time that your guests agree to, contact us to let us know after you cancel. We’ll verify that your guests have agreed, and remove any penalty that was applied.
What if my experience guest wants to add additional guests?
If your guest requests to bring an additional guest or shows up with additional guests unannounced, you have the right to turn the guests away. We understand that experiences are tailored to the number of guests that have confirmed and additions are sometimes impossible. If you’d like to accommodate an extra guest, you should have that guest book through the Airstar app. Airstar can’t offer customer service for guests that don’t have an official reservation through the platform and any liability waivers won’t apply.
What if weather is affecting my experience?
If bad weather conditions create an unsafe scenario for you or your guests, we encourage you to modify or cancel your experience. If this happens and results in a significant change in the itinerary, Airstar will work with you to provide an appropriate refund to your guests.
What is the experiences cancellation policy?
An experience is fully refundable if:
    You cancel within 24 hours of reserving it. You cancel at least 30 days before it’s scheduled to start. You cancel due to an extenuating circumstance.
Cancellations related to identification
Some experiences require all guests to have an Airstar account and provide ID before attending. If you or any guest on your reservation don’t complete this process within 3 days of purchase, the entire reservation will be cancelled and fully refunded.
Cancellations related to weather
Hosts plan for changes in the weather and will try to continue the experience as planned, even in bad weather. If severe weather conditions make it unsafe for you and your host to continue as scheduled, the host may adjust the itinerary. If the experience is substantially changed or cancelled altogether, you can request a refund using the Resolution Center after the experience has ended.HELP
What's the bad weather policy for experiences?
Hosts make every effort to continue, as scheduled, with experiences. If inclement weather creates an unsafe or uncomfortable scenario for guests, this may result in a change or partial cancellation of an itinerary. If an individual experience is cancelled and substantially changes the itinerary or results in a cessation of the experience, Airstar will work with your host to provide an appropriate refund. Contact us if that’s the case.
Changing a reservation
If you or your guest needs to make a change after booking, learn how to manage alterations, cancellations, and refunds I need to change a reservation:
I'm a host. How do I make a change to a confirmed reservation?
If you need to make a change to a confirmed reservation, you can submit a change request to your guest. To submit a change request as a host:
  • Go to Your Reservations on Airstar.com
  • Click Change or Cancel next to the reservation you want to change
  • Choose Change Reservation
  • Click Submit Alteration
If the guest accepts your request, the reservation will be updated and they'll be charged or refunded if necessary. If the request is declined or you don’t receive a response, the reservation will stay the same. There are a couple of other things to know about submitting change requests:HELP
  • Your chosen cancellation policy will apply based on the new dates.
  • If the dates of the reservation have already passed, you can’t make any changes to the reservation.
  • If you want to change the details of your requested changes, you’ll have to repeat the steps above and remove your request, and then submit a new one.
  • If you changed your pricing, the new reservation will reflect this pricing if your change request is accepted.
  • To request additional funds from your guest, you can do so directly from the Resolutions Center.
How do I cancel a reservation as a host?
To cancel a reservation:
  • 1. Go to Your Reservations on Airstar.com
  • 2. Find the reservation you need to cancel
  • 3. Select Change or Cancel to start the cancellation process
Cancellation penalties
Canceling a guest's reservation can have serious implications on their trip, so penalties will be applied unless there is an extenuating circumstance.
I’m a host. What penalties apply if I need to cancel a reservation?
Because cancellations disrupt guests' plans and impact confidence in the Airstar community, the following penalties will be applied for host cancellations. Cancellation fee. We may waive the cancellation fee, depending on how many times you’ve already cancelled. After that, the following fee will be deducted from your first payout after a cancellation. The amount deducted will depend on when you accepted the reservation and how soon before check-in you cancelled it:
    More than 7 days before check-in, we’ll deduct $50 from your next payout Less than 7 days before check-in, we’ll deduct $100 from your next payout
Automated review. If you cancel before the day of check-in, an automated review will be posted to your listing's profile indicating that you cancelled one of your reservations. These reviews can't be removed, but you can always write a public response to clarify why you needed to cancel. Guest review. If you cancel on the day of check-in or later, guests can leave a public review on your listing’s profile. Unavailable/blocked calendar. Your calendar will stay blocked and you won't be able to accept another reservation for the same dates of the cancelled reservation. Loss of eligibility for Superhost status. You won't be eligible to earn Superhost status for one year after your most recent cancellation. Account suspension. If you cancel 3 or more reservations within a year, we may deactivate your listing. Unless there are extenuating circumstances, there will be no exceptions to our updated cancellation policy.
Instant Book
Instant Book hosts can cancel 100% penalty-free if they’re uncomfortable with a reservation. Learn more
How do I refund my guest?
To refund a guest before their check-in date, go to Your reservations on Airstar.com, select a reservation, and clicking Issue refund. To refund a guest after their check-in date:
    Go to the Resolution Center on Airstar.com Choose the reservation you want to refund Under Select a Reason, choose Offer Partial Reimbursement Enter the desired amount, currency, and a message to your guest
Note: After you send the details, your guest will be notified and can choose to accept or decline the offer. If the offer has been accepted, we’ll process your transaction within 48 hours. You’ll be notified once the transaction is complete. Once you submit the refund amount, the transaction is considered final. To ask your guest for any money back, you will need to submit a new request using the Resolution Center.
What if I need to cancel because of an emergency or unavoidable circumstance?
We may be able to give you a refund or waive the penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.
Circumstances that require documentation
Death of a host, guest, or their immediate family member. You’ll be asked to provide one of these documents:
    Death certificate Obituary News article naming the deceased
Serious illness of a host, guest, or any member of the travelling party. You’ll be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the reservation was booked. Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation. Severe damage to the home that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
    Proof that the issue is being fixed An estimate of when it will be fixed An invoice for the repairs being done Photos of the damage
Airport and road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure and proof that the flight was canceled.
Circumstances that require special review
There’s no required documentation for these circumstances, but our specialised team will review each case to confirm that you’re directly affected. Severe security advisories for political or civil unrest in the area that the guest is travelling from, travelling to, or that the host’s home is located in. Examples include:
    Violence Increased military presence Severe damage to the area’s infrastructure
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents. Natural disasters that prevent the guest from travelling to or from the destination, or that make it unsafe to host guests. Examples include:
    Severe storms Earthquakes Flooding Tornados Tsunamis Wildfires Blizzards or severe winter storms
Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area, for example Malaria in Thailand or Dengue Fever in Hawaii. Examples of endemic disease include:
    Ebola Zika Chagas disease
What to do next
If you’ve confirmed your circumstance meets the requirements above, first cancel your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of the extenuating circumstance.
Can I change the price of a pending or confirmed reservation?
If you update your price settings, the changes will only apply to future reservation requests. Confirmed reservations You can’t change the price of a confirmed upcoming reservation. Pending requests If you want to change the price of a pending reservation request, you can send the guest a Special Offerwith a custom price which they can then accept or decline. If a guest accepts your Special Offer, the reservation will be automatically confirmed.
What is a special offer?
A special offer allows you to set a custom price for a guest who sends you a booking inquiry. There are a few things to know about special offers:
    You can offer multiple guests the same special offer. A special offer doesn’t block dates on your calendar until it's accepted by a guest. If you don't see the option to send a special offer, check that the dates on your calendar aren't blocked or that you don't have any pending reservation requests for the same dates. If you have a pending request from another guest, you'll need to decline it before you can send a special offer. If you already have a security deposit on your listing, you don't need to add it to your special offer total.
Confirmed reservations
If a guest has already submitted a reservation request or has confirmed a reservation, you won't have the option to send them a special offer.HELP
How do I send a guest a Special Offer?
Special Offers allow you to set a custom price for a guest who has sent you a booking enquiry. Only send a Special Offer if you are ready to confirm a reservation.
Send a Special Offer
To send a guest a Special Offer:
    Go to Your Messages on Airstar.com Open the message from the guest you want to send a Special Offer to Click Send Special Offer On the left side of the page, in the Subtotal field, enter the price you’d like to offer your guest for their stay (be sure to include cleaning fee or your additional guest fee in this subtotal) 5. Click Send Special Offer
Once you’ve sent a guest a Special Offer, we'll notify them. If the guest accepts the Special Offer, the reservation will automatically be confirmed. There are a few things to know about Special Offers:
    A Special Offer doesn’t block dates on your calendar until after it is accepted by your guest. If you don't see the option to send a Special Offer, check that the dates on your calendar aren't blocked or that you don't have any pending reservation requests for the same dates. If you have a pending request from another guest, you'll need to decline it before you can send a Special Offer. You can offer multiple guests a Special Offer for the same dates until someone books. We recommend being open and transparent with your potential guests that other guests may be interested in the same dates. If you have a security deposit on your listing, it will be handled as normal and you do not need to add it to your Special Offer total.
Confirmed reservations
If the guest has already submitted a reservation request or confirmed a reservation, you won't have the option to send a Special Offer. You can still change the details on an existing reservation by changing the reservation.
How do I edit or cancel a special offer?
You can make changes to or cancel a special offer as long as a guest hasn't accepted it.
Edit a special offer
To edit a special offer:
    Go to Inbox on Airstar Open the message from the guest you sent a special offer to On the left side of the page under Payment click Send special offer In the Subtotal field, enter the new price you’d like to offer your guest for their stay (be sure to include cleaning fee or your additional guest fee in this subtotal) 5. Click Send special offer
Cancel a special offer
To cancel a special offer:
    1. Go to Inbox on Airstar 2. Open the message from the guest you sent a special offer to 3. Click Remove special offer within the message thread
If the guest has already booked your place, use the alterations tool to make changes to accepted reservations.
What should I do if I'm uncomfortable hosting someone?
Your safety is always a priority. If you find that a guest is breaking one of the House Rules you’ve set or has made you feel unsafe through their actions, you can decline their reservation request or cancel the reservation.
Before you've accepted a reservation
We encourage you to take advantage of the safety features we've built to help give you peace of mind and help you get to know potential guests.HELP Declining an individual reservation request won't negatively impact your listing's placement in search results. However, if you decline many or most reservation requests, your search result placement may be negatively impacted.
After you've accepted a reservation
If you've already accepted the reservation, you can cancel it. You may be subject to cancellation penalties. You won't be eligible for Superhost status if you cancel a confirmed reservation—unless it’s under extenuating circumstances.
Guest changes:
What happens if my guest cancels?
If your guest cancels their reservation, we’ll notify you and automatically unblock the dates on your calendar so that you can host other guests.
Cancellation payouts
If you’ve hosted before, and you're owed a payout, it will be released to you 24 hours after your guest’s scheduled check-in time. If you’ve never hosted before and this is one of your first reservations, we may hold the payout for release until 30 days after the reservation was confirmed. Find out more about payouts.
Guest refunds
Guests who cancel are automatically refunded according to your cancellation policy—unless the cancellation qualifies as an extenuating circumstance or falls under our Guest Refund Policy.
Cancellations after check-in
If your guest cancels after they’ve already checked in:
    They’re required to leave your space as soon as they cancel The terms of your cancellation policy will still apply You must make any security deposit claims within 48 hours of the original checkout date, which you can check in your Transaction History
How do I refund my guest?
To refund a guest before their check-in date, go to Your reservations on Airstar, select a reservation, and clicking Issue refund. To refund a guest after their check-in date:
    Go to the Resolution Center on Airstar.com Choose the reservation you want to refund Under Select a Reason, choose Offer Partial Reimbursement Enter the desired amount, currency, and a message to your guest
Note: After you send the details, your guest will be notified and can choose to accept or decline the offer. If the offer has been accepted, we’ll process your transaction within 48 hours. You’ll be notified once the transaction is complete. Once you submit the refund amount, the transaction is considered final. To ask your guest for any money back, you will need to submit a new request using the Resolution Center.
My guest wants to change their reservation
If your guest wants to change the details of their confirmed reservation (ex: shorten their trip or add nights), have them send you an alteration request. To send an alteration request, your guest should:
    Go to Your Reservations on Airstar Click Change or Cancel next to the reservation they want to change Choose Change Reservation Click Submit Change
Note: Changes made to an existing reservation are subject to your listing’s cancellation policy. You should never make changes on behalf of your guest.
Responding to a change request:
To respond to guest's request to change their reservation, open your message thread with the guest, then look for the request details and option to Respond to request at the top.
Why did my payout amount change after a guest changed their reservation?
When a guest submits a change request, it’s treated as a new booking, and the price is calculated at your current nightly rate. If you've adjusted your listing’s nightly rate since the original booking was made, your payout will be calculated based on this new rate. If you want to keep the original reservation price, you can send your guest a Special Offer from your message thread:
    1. Go to your inbox 2. Open your message thread with the guest you want to send a Special Offer to 3. Click Send special offer
What should I do if I'm uncomfortable hosting someone?
Your safety is always a priority. If you find that a guest is breaking one of the House Rules you’ve set or has made you feel unsafe through their actions, you can decline their reservation request or cancel the reservation.
Before you've accepted a reservation
We encourage you to take advantage of the safety features we've built to help give you peace of mind and help you get to know potential guests. Declining an individual reservation request won't negatively impact your listing's placement in search results. However, if you decline many or most reservation requests, your search result placement may be negatively impacted.
After you've accepted a reservation
If you've already accepted the reservation, you can cancel it. You may be subject to cancellation penalties. You won't be eligible for Superhost status if you cancel a confirmed reservation—unless it’s under extenuating circumstances.
Flagging inappropriate messages
If a message from a guest makes you uncomfortable, let us know by what’s app or email . Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.
My listing has changed:
What if the listing my guest reserved is now unavailable but I am able to host them elsewhere?
If you’re unable to host your guest at the place they booked, but you can accommodate them at another listing, message your guest to ask if they’re okay with the new location first. If they agree to the changes, you can send them an alteration request to finalise the details. If your guest doesn’t agree to the changes and no longer wishes to keep their reservation, it’s your responsibility to cancel the reservation so they can re-book elsewhere. To send an alteration request:
    Go to Your Reservations on Airstar.com Click Change or Cancel next to the reservation you want to change Choose Change Reservation Click Submit Change
Can I update my listing description or amenities after a guest books a reservation?
Guests with pending or confirmed reservations won’t see any updates or changes you’ve made to your listing. When making a reservation, guests search for and book listings that meet their specific travel needs. As a host, you’re responsible for making sure your listing is represented accurately at the time of the booking. If you’ve removed an amenity your upcoming guest was expecting, message your guest immediately. If they no longer wish to keep the reservation, you'll be responsible for cancelling it so your guest can re-book elsewhere. Can I add cleaning fees to a confirmed reservation? You’ll need your guest's approval to add a cleaning fee to a confirmed reservation or an active trip. You can do this by sending them a request to change the reservation. Choose the option to Change Reservation, then update the reservation price to include the additional fee.
To submit a change request:
    Go to Your Reservations on Airstar.com. Click Change or Cancel next to the reservation you want to change. Choose Change Reservation. Click Submit Alteration. If the guest accepts your request, the reservation will be updated and they'll be charged or refunded if necessary. If the request is declined or you don’t receive a response, the reservation will stay the same.
Cancelling a reservation
Learn what to do if you or your guest needs to cancel. Find out what the policies are, what penalties you may experience for cancelling, and how to communicate this with your guest. Host cancellations:
What if I need to cancel because of an emergency or unavoidable circumstance?
We may be able to give you a refund or waive the penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.
Circumstances that require documentation
Death of a host, guest, or their immediate family member. You’ll be asked to provide one of these documents:
    Death certificate Obituary News article naming the deceased
Serious illness of a host, guest, or any member of the travelling party. You’ll be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the reservation was booked. Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation. Severe damage to the home that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
    Proof that the issue is being fixed An estimate of when it will be fixed An invoice for the repairs being done Photos of the damage
Airport and road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure and proof that the flight was canceled.
Circumstances that require special review
There’s no required documentation for these circumstances, but our specialised team will review each case to confirm that you’re directly affected. Severe security advisories for political or civil unrest in the area that the guest is travelling from, travelling to, or that the host’s home is located in. Examples include:
    Violence Increased military presence Severe damage to the area’s infrastructure
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents. Natural disasters that prevent the guest from travelling to or from the destination, or that make it unsafe to host guests. Examples include:
    Severe storms Earthquakes Flooding Tornados Tsunamis Wildfires Blizzards or severe winter storms
Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area, for example Malaria in Thailand or Dengue Fever in Hawaii. Examples of endemic disease include:
    Ebola Zika Chagas disease
What to do next
If you’ve confirmed your circumstance meets the requirements above, first cancel your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of the extenuating circumstance.
What is the Airstar cancellation policy?
Airstar allows hosts to choose amongst three standardised cancellation policies (Flexible, Moderate, and Strict) that we enforce to protect both hosts and guests. The Long Term cancellation policy automatically applies to all reservations of 28 nights or more. Hosts in Italy: please use these cancellation policies. A host's cancellation policy can be found in the Cancellations section of their listing page. Guests will also be asked to agree to the host's cancellation policy when they make a booking. You can cancel a reservation and review any penalties by going to Trips, tapping the reservation and scrolling down to Cancel Reservation.
How do I file an extenuating circumstances claim?
If you have to cancel because of an unexpected circumstance that’s out of your control, read our Extenuating Circumstances Policy for a list of circumstances covered. To submit a claim:
    Check that your circumstance is included in the list of extenuating circumstances Make sure you have the required documentation Cancel the reservation and inform your host or guest Contact us to file a claim
Claims must be submitted within 14 days of the extenuating circumstance. After you contact us, we’ll walk you through the next steps, which will include submitting any required documentation and waiting for Community Support to review your case.
How do I cancel a reservation as a host?
To cancel a reservation:
    1. Go to Your Reservations on Airstar 2. Find the reservation you need to cancel 3. Select Change or Cancel to start the cancellation process
Cancellation penalties
Canceling a guest's reservation can have serious implications on their trip, so penalties will be applied unless there is an extenuating circumstance.
I’m a host. What penalties apply if I need to cancel a reservation?
Because cancellations disrupt guests' plans and impact confidence in the Airstar community, the following penalties will be applied for host cancellations. Cancellation fee. We may waive the cancellation fee, depending on how many times you’ve already cancelled. After that, the following fee will be deducted from your first payout after a cancellation. The amount deducted will depend on when you accepted the reservation and how soon before check-in you cancelled it:
    More than 7 days before check-in, we’ll deduct $50 from your next payout Less than 7 days before check-in, we’ll deduct $100 from your next payout
Automated review. If you cancel before the day of check-in, an automated review will be posted to your listing's profile indicating that you cancelled one of your reservations. These reviews can't be removed, but you can always write a public response to clarify why you needed to cancel.
Guest review. If you cancel on the day of check-in or later, guests can leave a public review on your listing’s profile.
Unavailable/blocked calendar. Your calendar will stay blocked and you won't be able to accept another reservation for the same dates of the cancelled reservation.
Loss of eligibility for Superhost status. You won't be eligible to earn Superhost status for one year after your most recent cancellation.
Account suspension. If you cancel 3 or more reservations within a year, we may deactivate your listing.
Unless there are extenuating circumstances, there will be no exceptions to our updated cancellation policy.
Instant Book
Instant Book hosts can cancel 100% penalty-free if they’re uncomfortable with a reservation. I'm a host. How do I make a change to a confirmed reservation? If you need to make a change to a confirmed reservation, you can submit a change request to your guest. To submit a change request as a host:
    Go to Your Reservations on Airstar Click Change or Cancel next to the reservation you want to change Choose Change Reservation Click Submit Alteration
If the guest accepts your request, the reservation will be updated and they'll be charged or refunded if necessary. If the request is declined or you don’t receive a response, the reservation will stay the same. There are a couple of other things to know about submitting change requests:
    Your chosen cancellation policy will apply based on the new dates.HELP If the dates of the reservation have already passed, you can’t make any changes to the reservation. If you want to change the details of your requested changes, you’ll have to repeat the steps above and remove your request, and then submit a new one. If you changed your pricing, the new reservation will reflect this pricing if your change request is accepted. To request additional funds from your guest, you can do so directly from the Resolutions Center.
How do I make dates available or blocked on my calendar?
To make dates available or blocked:
    Go to Your listings on Airstar.com and select a listing Click Calendar Click a date to select it, or click and drag your cursor to select multiple dates Select Available or Blocked, then click Save changes
On your calendar, dates that are available to book are white. Unavailable dates are gray if they're automatically blocked, and have a slash if you've manually blocked them.
Automatically blocked dates
Dates with pending requests and confirmed reservations will be automatically blocked on your calendar. Because one reservation could start in the second half of a day after a previous reservation ends, start and end dates of requests and reservations are partially filled. Other dates may be automatically blocked or available based on the booking window you’ve set in your reservation preferences. For example, if you let guests book 3 months ahead of time, then dates beyond those 3 months will be blocked and dates within those 3 months will be available. The booking window moves forward every day, so as time passes new dates will automatically become available.
Are there exceptions to the host cancellation penalties?
Cancellations disrupt guests' plans and impact confidence in the Airstar community. We enforce host cancellation penalties help to prevent cancellations from occurring and further promote transparency in our marketplace. Unless a reservation was cancelled due to an extenuating circumstance, host cancellation penalties can't be removed.
How can I help my guest find a new place if I have to cancel?
If your plans change and you have to cancel a guest's reservation, your guest will be notified immediately via email and sent rebooking options similar to your listing. You won't receive a payout for the cancelled reservation, and your guest will be given the opportunity to request a full refund or get help booking a new place. Because cancellations disrupt guests' plans and impact confidence in the Airstar community, we apply additional penalties to host cancellations regardless of which option your guest chooses.
Can I change or cancel a guest’s reservation during the trip?
We don’t allow hosts to cancel a reservation mid-trip without contacting us or submitting a change request to their guest. To send your guest a request to change the reservation:
    Go to Your Reservations on Airstar Click Change or Cancel next to the reservation you want to change Choose Change Reservation Click Submit Change
Note: If something comes up and you need to cancel the remainder of the reservation, make sure you message your guest to let them know what’s going on, then contact us for help.HELP
What if the listing my guest reserved is now unavailable but I am able to host them elsewhere?
If you’re unable to host your guest at the place they booked, but you can accommodate them at another listing, message your guest to ask if they’re okay with the new location first. If they agree to the changes, you can send them an alteration request to finalize the details. If your guest doesn’t agree to the changes and no longer wishes to keep their reservation, it’s your responsibility to cancel the reservation so they can re-book elsewhere. To send an alteration request:
    Go to Your Reservations on Airstar Click Change or Cancel next to the reservation you want to change Choose Change Reservation Click Submit Change
What happens to my payout if I cancel my guest’s reservation?
Before the trip starts
If you cancel a reservation before the trip starts, your guest will be refunded in full, and you won’t receive a payout for that booking.
After check-in
If you cancel after the trip has started, we’ll deduct the refund amount from your next payout (or payouts until the full amount is collected). You'll see this reflected as adjustment on your transaction history.
Host cancellation penalties
Cancellations disrupt guests' plans and impact confidence in the Airstar community. Because of this, certain host cancellation penalties will also apply.
Why did I get a review that says I cancelled?
If you cancel a reservation as a host, an automated review will be posted to your profile. These reviews are one of the host cancellation penalties and can't be removed.
Guest cancellations:
What happens if my guest cancels?
If your guest cancels their reservation, we’ll notify you and automatically unblock the dates on your calendar so that you can host other guests.
Cancellation payouts
If you’ve hosted before, and you're owed a payout, it will be released to you 24 hours after your guest’s scheduled check-in time. If you’ve never hosted before and this is one of your first reservations, we may hold the payout for release until 30 days after the reservation was confirmed. Find out more about payouts.
Guest refunds
Guests who cancel are automatically refunded according to your cancellation policy—unless the cancellation qualifies as an extenuating circumstance or falls under our Guest Refund Policy. Cancellations after check-in If your guest cancels after they’ve already checked in:
    They’re required to leave your space as soon as they cancel The terms of your cancellation policy will still apply You must make any security deposit claims within 48 hours of the original checkout date, which you can check in your Transaction History
Asking for help from Airstar
If you’re unable to reach an agreement, you can ask Airstar to make the final decision 72 hours after the request was opened. To involve Airstar:
    Wait 72 hours after you open the request Go to www.Airstar.net.in/resolutions Select the correct reservation Click Involve Airstar
When you involve Airstar, our team will be notified and a dedicated team member will be assigned to your case. They’ll review the information provided by you and your host or guest, before making a final decision. In some cases, we may need to contact you to gather additional information, before we can make a decision. Note: In some cases, you may need to add a payment method before sending or requesting money through the Resolution Center.
How do I refund my guest?
To refund a guest before their check-in date, go to Your reservations on Airstar.com, select a reservation, and clicking Issue refund. To refund a guest after their check-in date:
    Go to the Resolution Center on Airstar.com Choose the reservation you want to refund Under Select a Reason, choose Offer Partial Reimbursement Enter the desired amount, currency, and a message to your guest
Note: After you send the details, your guest will be notified and can choose to accept or decline the offer. If the offer has been accepted, we’ll process your transaction within 48 hours. You’ll be notified once the transaction is complete. Once you submit the refund amount, the transaction is considered final. To ask your guest for any money back, you will need to submit a new request using the Resolution Center.
Long-term reservations
What to know if you rent your space to guests for more than 30 days at a timeHELP
How are long-term reservation payouts processed?
For long-term reservations, payments are collected and released in monthly installments. We charge your guest the first month upfront and release that first payment to you 24 hours after their check-in date. Future payments are released to your payout method on a monthly basis for the duration of the reservation. If you're a new host, we may hold your payouts for 30 days after your first reservation is confirmed. If your first reservation is more than 30 days away, your payout will be released 24 hours after your guest's scheduled check-in. This will apply to any payouts scheduled to be released during those 30 days. You can check the status of the monthly payouts in your transaction history. The reservation code and guest name is recorded on each payout line in both Future Transactions and Completed Transactions.
How do I set custom weekly or monthly pricing?
Percentage discounts for long-term stays have replaced fixed prices for long-term stays. We made this change so that if your nightly prices change, your long-term prices will change with them. If you want to charge less for longer stays, you can set a weekly or monthly discount. Your weekly discount will apply to any reservation for 7-27 nights. Your monthly discounts will apply to any reservation for 28 nights or longer.
Weekly or monthly discounts
To set a weekly or monthly discount for long-term reservations:
    Go to Your listings on Airstar and select a listing Click Day and Dte wise listing Click Pricing at the top of the page Enter your weekly or monthly rate, then click Save
Guests will be able to see your long-term pricing in your listing page. When they make a long- term reservation request they'll see your discount in their price breakdown.
Custom pricing
Custom weekly and monthly prices will override your normal nightly, weekly, and monthly prices, as well as any custom nightly prices you’ve set for your calendar. If you want to charge more for long-term stays, set custom prices for specific weeks or months.
What are some differences between long-term hosting and short-term hosting?
Any reservation of 28 nights or longer is considered a long-term reservation. In some jurisdictions, guests establish rights as a tenant after 28 days, so we encourage hosts to be knowledgeable about their local laws. It’s always in your best interest to vet potential guests before they book a reservation, especially a long-term booking. You may consider having these guests sign a rental agreement outlining the details in your listing description.
How do changes and cancellations work for long-term reservations?
If a reservation is for 28 nights or more, the long-term cancellation policy applies. If a guest changes or cancels a long-term reservation:
    Their first payment is non-refundable. If they cancel after the trip has started, the remaining nights in their reservation are non- refundable. If they have more than 30 nights left in their reservation, only the next 30 nights are non-refundable. Their host can choose to give them an additional refund.
Host approvals
If a guest wants to change their reservation, their host may need to approve the change. Guests can follow these instructions to change their long-term reservation. The host will need to approve a change if:
    It’s before the trip, but less than 30 days before the check-in date The trip has started, but it’s less than 30 days before the checkout date The guest is changing the check-in date, or extending the reservation
The change will happen automatically if:
    It’s 30 days or more before the check-in date The trip has started, but it’s 30 days or more before the checkout date
What are some things I should consider before hosting long-term guests?
In most states and localities in the United States, guests who stay in a home or flat for approximately 30 days—the exact number depends on jurisdiction—may establish rights as a tenant. Generally, this means that local tenancy laws could protect them, and you may not be able to remove them from your property without proceeding through required eviction processes in court. For example, in California, Illinois, and New York, a residential tenancy may be created after 30 consecutive days of occupancy. Someone who stays with you for fewer than 30 days generally does not have the rights of a tenant unless there is a written agreement to the contrary, but every state is different. Local laws may differ from state laws regarding residential tenancies. We encourage you to review your local rules and regulations before accepting a long-term reservation.
Guests who refuse to leave—and how Airstar can help
These situations are incredibly rare, but if they happen, we'll work with you to try and help resolve the problem with your guest. Should you face such a situation, let our 24/7 support team know as soon as possible and we'll get in touch with you.
Asking guests to sign a rental agreement
If you rent your home or flat for more than 30 days, consider whether you want guests to sign a rental agreement. If so, you should make these requirements clear in your House Rules before finalising a booking. Laws governing these subjects vary widely depending on where you live, so be sure to contact a landlord-tenant attorney familiar with your local laws and regulations.
Local rent control laws
Rent control is a special set of laws that includes limits on rent increases and eviction restrictions. Some local rent control laws may override state law, and while many states or local jurisdictions do not have rent control, other laws may still protect tenants. For these reasons, we recommend you contact your local Rent board, Department of Consumer Affairs, Attorney General, or other agencies to learn more about rent control and rent stabilisation and how these rules might impact a long-term reservation.
Evicting guests that overstay a long-term reservation
Statutes exist in nearly all jurisdictions that permit landlords to use summary proceedings to evict tenants. A summary proceeding is a judicial proceeding that lets a landlord regain possession of leased property in an expedited fashion. You should contact a landlord-tenant attorney or your local county courts to learn more about eviction laws where you live, as they may affect your ability to evict a guest who overstays a long-term reservation.
Help with a reservation or guest
If a problem arises during your guest’s stay, find out what you can do to resolve it. Learn how to send or request money, what’s covered by the Host Guarantee, and how Airstar handles complaints and disputes between hosts and guests.
On-trip issues:
What do I do if my guest breaks something in my place?
If you need to make a claim on your security deposit, you can do so in the Resolution Centre within 14 days of your guest’s checkout date or before the next guest checks in, whichever is earlier. To make a claim on a security deposit:
    Go to the Resolution Center on Airstar.com Choose the relevant reservation Under Select a reason, select Request compensation for damages Click Continue to submit details about the damages and associated costs on the next page
If your guest agrees to the amount you requested, we'll release your payout in 5-7 business days. If your guest declines or doesn't respond within 72 hours, click Involve Airstar in your Resolution Centre case. If we require additional documentation, you'll have 72 hours to provide this documentation. Most security deposit claims will be resolved within one week. We'll make sure you and your guest are represented fairly, and if we determine you're owed money, we'll send it to you in a separate payout.
My guest wants to change their reservation
If your guest wants to change the details of their confirmed reservation (ex: shorten their trip or add nights), have them send you an alteration request. To send an alteration request, your guest should:
    Go to Your Reservations on Airstar.com Click Change or Cancel next to the reservation they want to change Choose Change Reservation Click Submit Change
Note: Changes made to an existing reservation are subject to your listing’s cancellation policy. You should never make changes on behalf of your guest.
Responding to a change request:
To respond to guest's request to change their reservation, open your message thread with the guest, then look for the request details and option to Respond to request at the top.
What if I need to cancel because of an emergency or unavoidable circumstance?
We may be able to give you a refund or waive the penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.
Circumstances that require documentation
Death of a host, guest, or their immediate family member. You’ll be asked to provide one of these documents:
    Death certificate Obituary News article naming the deceased
Serious illness of a host, guest, or any member of the travelling party. You’ll be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the reservation was booked. Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation. Severe damage to the home that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
    Proof that the issue is being fixed An estimate of when it will be fixed An invoice for the repairs being done Photos of the damage
Airport and road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure and proof that the flight was canceled.
Circumstances that require special review
There’s no required documentation for these circumstances, but our specialised team will review each case to confirm that you’re directly affected. Severe security advisories for political or civil unrest in the area that the guest is travelling from, travelling to, or that the host’s home is located in. Examples include:
    Violence Increased military presence Severe damage to the area’s infrastructure
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents. Natural disasters that prevent the guest from travelling to or from the destination, or that make it unsafe to host guests. Examples include:
    Severe storms Earthquakes Flooding Tornados Tsunamis Wildfires Blizzards or severe winter storms
Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area, for example Malaria in Thailand or Dengue Fever in Hawaii. Examples of endemic disease include:
    Ebola Zika Chagas disease
What to do next
If you’ve confirmed your circumstance meets the requirements above, first cancel your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of the extenuating circumstance.
What should I do if I'm uncomfortable hosting someone?
Your safety is always a priority. If you find that a guest is breaking one of the House Rules you’ve set or has made you feel unsafe through their actions, you can decline their reservation request or cancel the reservation.
Before you've accepted a reservation
We encourage you to take advantage of the safety features we've built to help give you peace of mind and help you get to know potential guests.HELP Declining an individual reservation request won't negatively impact your listing's placement in search results. However, if you decline many or most reservation requests, your search result placement may be negatively impacted.
After you've accepted a reservation
If you've already accepted the reservation, you can cancel it. You may be subject to cancellation penalties. You won't be eligible for Superhost status if you cancel a confirmed reservation—unless it’s under extenuating circumstances.
Flagging inappropriate messages
If a message from a guest makes you uncomfortable, let us know by flagging it. To flag a message, open the message thread and click the flag icon flag to Airstar for review. next to the message you want to Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.
How does Airstar handle security deposits?
If a host requires a security deposit, the guest doesn’t pay the deposit when they make the reservation. Instead, the guest will be charged if a host makes a claim on their security deposit.
How it works
All security deposits are paid through Airstar. A host can request some or all of the security deposit within 14 days of when the guest checks out or before a new guest checks in, whichever happens first. Security deposits aren’t collected automatically. A host uses the Resolution Center to upload documentation of the damages (like photos or receipts), and request money from their guest to fix those damages. Hosts and guests can work out the details on their own, or they can choose to involve Airstar.HELP Note: All payments, including security deposits, should always be made through Airstar. Don’t ever exchange money with a host or guest outside of the Airstar website. Learn more requests for offsite payments
Do I have to refund my guests when they make a complaint?
Our Guest Refund Policy and basic requirements for hosts help protect guests from things like last-minute host cancellations, lock-outs, and listings that are misrepresented, unsanitary, or lacking in promised amenities or other items. If you don’t meet one or more of these basic requirements, Airstar may require you to refund a guest.
I'm a host. What are some safety tips I can follow?
Being a host comes with certain responsibilities. Here are some resources to help support you along the way.
Interact smartly
Always pay and communicate on Airstar. Use Airstar’s messaging system to get to know your guests and share expectations about the trip or your space. Read profiles and reviews of your potential guests, and look for verified phone numbers, connected social networks, and references. If potential guests don’t have any profile verifications, you can ask them to complete some. Trust your intuition: If you don’t feel right about a reservation, don’t accept it!
Fill out your House Rules, Home Safety Card, and House Manual
Completing your house rules and house manual helps guests know what to expect. Include anything you’d like people to know before they book—for example, whether (or where) smoking is allowed, whether certain areas are off-limits, your Wi-Fi password, or if guests should take off their shoes before coming inside.HELP If a guest encounters an urgent or emergency situation, it's important they know who to call, what, and where to go. To help make this information clear and easy to display, all hosts will see the option to fill out a safety card online in the Home Safety tab of their listings. This card includes important information that hosts can provide guests, like emergency phone numbers, locations of fire extinguishers and fire alarms, and emergency exit routes. If a disaster affects your area and you’d like to help, you can list your space for free.
Set requirements for your listing
You can require guests to complete certain verifications before they book, such as Verified ID. Adding a security deposit to your listing can also help protect you in the event of an accident, like spilt wine on a rug.
Read Airstar’s Responsible Hosting page
We encourage hosts to think carefully about their responsibilities. Hosting offers rich experiences, but it requires commitment. Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.
What is the Resolution Centre?
The Resolution Centre lets you request or send money for things related to your Airstar trip. To open a refund or payment request, go to www.Airstar.net.in/resolutions. You have up to 60 days after your reservation's checkout date to submit a Resolution Centre request for non-security deposit related issues. If you want to make a claim on your security deposit, you'll need to submit your request to the Resolution Centre within 14 days of your guest’s checkout date or before the next guest checks in, whichever is earlier.
Asking for help from Airstar
If you’re unable to reach an agreement, you can ask Airstar to make the final decision 72 hours after the request was opened. To involve Airstar:
    1. Wait 72 hours after you open the request 2. Go to www.Airstar.net.in/resolutionsHELP 3. Select the correct reservation 4. Click Involve Airstar
When you involve Airstar, our team will be notified and a dedicated team member will be assigned to your case. They’ll review the information provided by you and your host or guest, before making a final decision. In some cases, we may need to contact you to gather additional information, before we can make a decision. Note: In some cases, you may need to add a payment method before sending or requesting money through the Resolution Center.
What happens if my neighbour files a complaint?
When a neighbour files a complaint through Airstar Neighbors, we’ll review the complaint and notify the host if we can match the complaint to an Airstar listing. Depending on the nature of the complaint, we may provide suggestions to help avoid similar issues in the future. Complaints will not appear on a host’s profile or listing page.
Addressing complaints
If you receive a complaint, and your neighbour provides their contact information, you can reach out to them directly to discuss how to resolve the issue. If your neighbour chose to remain anonymous, consider following the steps we suggest in our email to you. If the guest is still staying at your home, we also recommend you reach out to them about the complaint. Remind them of your house rules, and provide suggestions to resolve the issue. If you believe you received a complaint in error, reply to the email you received from us and tell us why you don’t think this complaint applies to you. We’ll review your comments, as well as the original complaint, and will decide on an appropriate course of action.
Preventing complaints
Many hosts find that having a conversation with their neighbours and sharing their contact information before they start hosting can help address problems before they arise. If you’re going to be out of town during your guest’s stay, consider asking a friend to be your point of contact instead. You may also want to update your House Rules to let guests know that parties or large groups aren’t a good fit for your space, or address other issues you know might cause problems for your neighbours.HELP
How do I reimburse a guest for a problem or missing amenity during their stay?
If a guest has a problem during their stay (ex: an offered amenity like wi-fi is missing or the hot water doesn’t work), you can send them a partial refund through the Resolution Center. To give a partial refund:
    Go to the Resolution Center on Airstar.net.in Choose the reservation you want send a partial refund for Under Select a Reason, choose Offer Partial Reimbursement Enter the desired amount, currency, and a message to your guest
What should I do if my guest brings extra people?
If you can accommodate the larger group, send your guest a change request that includes the additional cost per night for the extra guests. If you’re unable to accommodate the larger number of guests, let your guest know that your place isn’t the right fit for their group size, and ask them to cancel their reservation. They’ll be refunded according to your cancellation policy. Choose the option to Change Reservation, then update the reservation price to include the additional fee.
What if my guest doesn't show up for their reservation?
If you’re having trouble getting in touch with your guest before their arrival you may want to try contacting them using a different form of communication. We list the available contact info for your guest on the trip itinerary.HELP
To check the itinerary:
    Airstar message: Find your guest in your Messages and send them a note Email or phone: Go to Your Reservations, click on the reservation, and use the email address or phone number listed
Keep in mind that many guests don’t have access to a phone or have an alternate phone number while travelling, or they may also be in-transit or encountering travel delays that will affect their arrival time. If your guest decides to cancel or not show up for an active reservation, we’ll uphold your cancellation policy and any payout for a cancelled reservation will be released to you. If you’ve hosted before, the payout will be released upon cancellation. If you’ve never hosted before and this one of your first reservations, we may hold the payout for 30 days after the reservation was confirmed. A reservation is active if the reservation status shows as Accepted in Your Reservations.
Cancellations
What if I need to cancel because of an emergency or unavoidable circumstance?
We may be able to give you a refund or waive the penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation. Circumstances that require documentation Death of a host, guest, or their immediate family member. You’ll be asked to provide one of these documents:
    Death certificate Obituary News article naming the deceased
Serious illness of a host, guest, or any member of the travelling party. You’ll be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the reservation was booked.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation. Severe damage to the home that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
    Proof that the issue is being fixed An estimate of when it will be fixed An invoice for the repairs being done Photos of the damage
Airport and road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure and proof that the flight was canceled.
What happens if my guest cancels?
If your guest cancels their reservation, we’ll notify you and automatically unblock the dates on your calendar so that you can host other guests.
Cancellation payouts
If you’ve hosted before, and you're owed a payout, it will be released to you 24 hours after your guest’s scheduled check-in time. If you’ve never hosted before and this is one of your first reservations, we may hold the payout for release until 30 days after the reservation was confirmed. Find out more about payouts.
Guest refunds
Guests who cancel are automatically refunded according to your cancellation policy—unless the cancellation qualifies as an extenuating circumstance or falls under our Guest Refund Policy. If you’d like to offer your guest more money back, learn how to issue an additional refund.
Cancellations after check-in
If your guest cancels after they’ve already checked in:
    They’re required to leave your space as soon as they cancel The terms of your cancellation policy will still apply You must make any security deposit claims within 48 hours of the original checkout date, which you can check in your Transaction History
How do I refund my guest?
To refund a guest before their check-in date, go to Your reservations on Airstar.net.in, select a reservation, and clicking Issue refund. To refund a guest after their check-in date:
    Go to the Resolution Center on Airstar.com Choose the reservation you want to refund Under Select a Reason, choose Offer Partial Reimbursement Enter the desired amount, currency, and a message to your guest
Note: After you send the details, your guest will be notified and can choose to accept or decline the offer. If the offer has been accepted, we’ll process your transaction within 48 hours. You’ll be notified once the transaction is complete. Once you submit the refund amount, the transaction is considered final. To ask your guest for any money back, you will need to submit a new request using the Resolution Center.
How do I cancel a reservation as a host?
To cancel a reservation:
    1. Go to Your Reservations on Airstar.com 2. Find the reservation you need to cancel 3. Select Change or Cancel to start the cancellation process
Cancellation penalties
Canceling a guest's reservation can have serious implications on their trip, so penalties will be applied unless there is an extenuating circumstance.
Host Guarantee & Host Protection Insurance
Does the Host Guarantee apply to Open Homes listings?
Yes, all Open Homes listings are covered by the Airstar Host Guarantee. You can also add a security deposit to your Open Homes listing. .
Your profile
Manage your account settings, including making changes to your password, profile, and notifications
How do I connect my Facebook and Airstar accounts?
To connect your Airstar and Facebook accounts:
    1. Go to Profile on Airstar 2. Select Trust and Verification 3. Under Not yet verified, find Facebook and click Connect
How do I edit my current location?
You can update your current location at any time in your Airstar account. To edit your current location, go to your profile on Airstar.com and enter your location information under Where You Live. Note: Your country of residence is determined automatically, so you can't edit it yourself. If you believe your country of residence is incorrect, contact support.
How do I manage my notification settings?
You can manage the ways you get notifications from Airstar in your notification settings.HELP
Types of notifications
These are the types of notifications you can get from Airstar: Messages: Communication from hosts or guests
Reminders and suggestions: Reservation reminders, helpful tips to improve your trip, and other messages related to your activities on Airstar
Promotions and tips: Coupons, promotions, surveys, product updates, and inspiration from Airstar and its partners
Policy and community: Updates on home sharing laws and advocacy efforts in your community

Account support: Messages about your account, your trips, legal updates, security and privacy info, and customer support requests
How you get notifications
These are the ways you can get notifications from Airstar:
    Email: Sent to the email address in your Airstar account Push: Sent to the mobile device or tablet that has the Airstar app Text (SMS): Sent to the phone number in your Airstar account Phone: Calls to the phone number in your Airstar account
Manage notifications
When you sign up with Airstar, you can choose to receive promotional and policy notifications, and add a phone number to get certain phone and text notifications. We’ll send most of the other types of notifications to you automatically. To review which notifications you’re getting and make changes, go to your notification settings.
Turn off notifications
You can turn off most notifications in your notification settings. For text, push, phone and some email notifications, you can also take the following actions to turn them off:
    Text (SMS): Reply STOP. To start receiving them again, reply START. Emails: Click Unsubscribe in promotions and tips or policy and community email. Push: In your mobile or tablet settings, turn off push notifications for the Airstar app. Phone: Ask the caller to remove you from receiving future calls for promotions and tips or policy and community.
To help ensure we can contact you with important information, you can’t turn off email notifications related to reservations, account activity, legal updates, security and privacy notices,HELP and customer services requests. In some circumstances, such as if we can’t reach you by email, we may need to contact you by phone or other means.
I have two accounts. Can I merge them?
There is no way to automatically merge accounts, and we aren't able to move information or bookings between accounts. We recommend that you choose the account you'd like to use going forward and deactivate the other account.
When you deactivate an account, any current reservations you have on that account as a host or a guest will automatically be cancelled, so you may want to wait until those reservations are complete before deactivating the second account. To deactivate an account please write to us. We do have option to deactivate by host, however that option has been kept under future on request access.
    1. Log in to the Airstar account you'd like to deactivate 2. Go to Settings found in Account Settings 3. Click Deactivate my account
What is the Social Connections feature?
Social Connections shows you how you're connected to others, either directly or through mutual friends, depending on your Facebook privacy settings. It also highlights your Airstar activity, which may include your username, Facebook profile photo, and recent locations you visited to your Facebook friends who are also on Airstar.
To turn Social Connections on:
    1. Go to Profile on Airstar.com 2. Select Trust and Verification 3. Next to Facebook, click Connect
To turn Social Connections off:
    1. Go to Privacy on Airstar.net.in 2. Uncheck the box next to Share my activity with my Facebook friends that are also on Airstar 3. Click Save Social Connections
If you turn Social Connections off, your Airstar account will still be connected to Facebook, but your Airstar activity won't be shared with your Facebook friends on Airstar. Your public AirstarHELP activity, such as Wish Lists you've created or reviews you've written, will still be shown to other people on Airstar. If you've enabled Social Connections but don't see any connections, it might be that your Facebook friends aren't active yet on Airstar. Refer them to earn travel credits.
How do I create an account?
If you don't have an Airstar account yet, go to Airstar.net.in and click Sign Up. You can sign up using your email address, Facebook account, Google account, or Amex. Signing up and creating an Airstar account is free. After you sign up, be sure to complete your account before booking a reservation.
How do I deactivate or delete my account?
To deactivate your account:
    1. Go to Account on Airstar.com (you will be prompted to log in to your account, if you are not already). 2. Click Settings 3. Click Deactivate my account
When you deactivate your account:
    Any reservations you currently have as a host or a guest will automatically be canceled. Your profile will be hidden. If you are a host, your listings will be hidden. Some information, such as your reviews, may remain visible to others. We’ll retain your account data so you can reactivate your account in the future.
If you are a host and you want to deactivate a listing instead of your account, learn how. To reactivate your account, contact us.
To delete your account:
If you want to permanently close and delete your account, contact us.HELP When you delete your account:
    We will verify your identity for security purposes before accepting the deletion request. You can’t reactivate, recover any data, or regain access to your account once it’s deleted. Any reservations you currently have as a host or a guest will automatically be canceled. We’ll start working on your deletion request after we receive it, but some of your data may remain in our systems if we are legally required, or while we are legally permitted, to retain it. Instead of deleting certain data, we may de-identify or disassociate it, such that it no longer appears associated with you. Some information, such as your reviews and messages you sent to other users, may still be visible to others.
Which Internet browsers work best on Airstar?
For the best experience using the Airstar site, we suggest using the most up-to-date version of Google Chrome or Mozilla Firefox. Browser developers frequently make improvements to provide you with a faster, more secure online experience. Newer browsers also support a wider range of designs and features than older browsers. If you prefer to use Internet Explorer, please upgrade to IE9 or higher. Many features of the Airstar website don't work with older versions of Internet Explorer—and we often can't provide technical support if you're using an outdated browser.
Why do I need to have an Airstar profile or profile photo?
Your profile is a great way for others to learn more about you before they book your space or host you. When your profile is robust, it helps others feel that you're reliable, authentic, and committed to the spirit of Airstar. Whether you're a host or a guest, the more complete your profile is, the more reservations you're likely to book, too. We require all hosts to have a profile photo, and most guests upload a profile photo before checking into their first reservation. A great profile often includes: At least one profile photo that shows your face. This is helpful so hosts know who to welcome into their home. Multiple verifications and a Verified ID.HELP A description of at least 50 words highlighting why you decided to join the Airstar community, your interests or hobbies, or anything else you think someone would want to know. To view someone's profile, just click their profile photo.
Why do I need to have an Airstar profile or profile photo?
Your profile is a great way for others to learn more about you before they book your space or host you. When your profile is robust, it helps others feel that you're reliable, authentic, and committed to the spirit of Airstar. Whether you're a host or a guest, the more complete your profile is, the more reservations you're likely to book, too. We require all hosts to have a profile photo, and most guests upload a profile photo before checking into their first reservation. A great profile often includes: At least one profile photo that shows your face. This is helpful so hosts know who to welcome into their home. Multiple verifications and a Verified ID. A description of at least 50 words highlighting why you decided to join the Airstar community, your interests or hobbies, or anything else you think someone would want to know. To view someone's profile, just click their profile photo.
How do I reset my password?
I want to reset my password
If you've forgotten your password or are having trouble logging in to your Airstar account, visit: www.Airstar.net.in/forgot_password. Enter the email address you use for Airstar, and you'll be emailed a link to reset your password.
I want to update my password
If you know your current password, but you want to change it: 1. Go to Account on Airstar.comHELP 2. Select Security 3. Under Change Your Password enter your password and follow the instructions on screen
I use Facebook to log in, but I want to create an Airstar password
If you created an Airstar account by connecting to Facebook, you weren't required to create a password. You can continue to log in via Facebook, or if you'd like to create an Airstar password, first log out of your Airstar account, then follow the steps as if you forgot your password. Once you create an Airstar password, you'll no longer be able to sign in using Facebook, but your Airstar account will still be connected to Facebook.
Account security
Information to help you keep your account safe. See tips for strengthening your account security, verifying that messages are coming from Airstar, and protecting your personal information
Why was text removed from my Airstar message thread?
We remove text from messages when our system detects words or numbers that might include contact information. Communicating or paying outside Airstar can put you at risk, so we do this to help protect you from potential online fraud. We ask that you communicate only through the Airstar message thread until you have a confirmed Airstar reservation. After a reservation is accepted, the phone number, listing address, and an anonymized version of your email address are automatically shared. By communicating and booking directly through Airstar, you’ll have access to our secure payments platform, 24/7 customer support, the Host Guarantee, and the Host Protection Insurance program.
How long does Airstar retain personal data?
We generally keep the data associated with your user account for as long as you have an Airstar account. If you close your Airstar account, we will erase your personal data as described in our Privacy Policy. There is certain data that we may keep for longer as required or permitted by law. For example, we are required to retain certain data related to payment transactions for several years. Or, we may retain some data for fraud detection or safety reasons.
What does it mean if my host account was closed?
Once your host account is closed, you’re permanently unable to host your home or any other space on Airstar. You’ll still be able to travel on Airstar as a guest or host an experience, and you’ll always be able to access your reservation and transaction history. If you travel on Airstar or host an experience, other hosts and guests won't be able to see that we closed your host account.
Why we closed your host account
We depend on our hosts to consistently meet our hospitality standards and rely on our guests to let us know when something isn’t as expected. That’s why we reviewed your ratings and reviews before deciding to close your account. In general, we decide to close an account if the host:
    Has had their listings repeatedly suspended Has overall ratings that are below 99% of all other ratings on Airstar Has violated of our Terms of Service
What happens to existing reservations
You can still host guests that are scheduled to arrive within 7 days of your host account being closed. For reservations scheduled past those 7 days, we’ll find another place for those guests to stay and cancel the reservations they made with you. If we cancel the reservation, you won’t be compensated for it.
Someone sent me a link to Airstar. How can I tell if it's real?
Scammers sometimes may create fake websites to trick you into giving them your personal information, like a password or credit card number. If you receive an email or are directed to a website that looks like Airstar but asks for confidential information, be cautious. When in doubt, always start at the Airstar home page. Type https://www.Airstar.net.in or www.airstartrip.com in your browser and go from there.
Check the website address
Pay special attention to misspellings of Airstar’s name. If Airstar is misspelled in the website address, the website is fake.
Look for a lock icon in your browser
You can tell if a website is secure by looking for a icon in your browser’s address bar. All of Airstar’s websites will show this icon. If you don’t see this icon, your connection to the website isn’t secure, and you shouldn’t enter any personal information.
Report fake websites and emails to Airstar
If you think you've received a fake email, or think you’ve found a fake website, send it to [email protected] If you’ve received an email, try to forward or send it to us as an attachment. This will give us important information that will help us investigate. This inbox is strictly for reporting suspicious emails or websites, and isn't monitored for urgent issues. If you made a payment outside of Airstar or are concerned about the security of your account, contact usinstead.
What should I do if I think someone has logged into my account?
If you think someone has logged into your account without your permission, immediately review your account by going to Airstar/review_your_account. Follow the instructions on your screen to review and undo any changes that were made without your permission. During this process, you may be asked to:
    Change your Airstar password Check the last few times your account was logged into, and confirm that you recognise the devices and locations that logged in Make sure your contact info, profile photos, listings, and payout methods haven't been changed by someone else Confirm that any reservations in your account were actually made by you
If anything doesn't look right, we’ll help you understand what changes were made and how you can undo them. To help prevent someone else logging into your account, read our tips for keeping your account secure. If you use the same password for your email account and Airstar account, you may also want to change your email account’s password.
How can I keep my account secure?
Review the tips below to learn more about how you can help keep your account and information secure.
Multi-factor authentication
If you log in from a new place or make a change to sensitive account information, we may ask for some information to help confirm it’s really you. Specifically, we may ask you to enter a security code sent to your phone or email address, or verify some of your account details. We may also send you an account alert just in case another person is accessing your account. If you think someone has logged in to your account without your permission, immediately review your account by going to Airstar/review_your_account.
Password strength
Make sure your password is at least 8 characters long, and try to use a mix of letters, numbers, and special characters (ex: #, $, , !). The password you use for your Airstar account should be different than the passwords you use for other websites, like your email, bank account, or social media. That way, if one of your other accounts is compromised, it's less likely to impact your Airstar account. Learn how to update your password or create a strong password.HELP
Online security
A few general guidelines to help you stay safe online:
    Always log in at https://www.Airstar.net.in : Check any page's URL before you enter your login info—when in doubt, you can always type https://www.Airstar.com directly into your browser. Look for “https://” at the beginning of the URL. This means that your connection is encrypted, protecting the integrity and confidentiality of data sent between your computer and Airstar. Some browsers may also show a lock icon next to the URL to confirm that it’s secure. Airstar will try and force your browser to use HTTPS, but this may not work for all browsers. Keep your devices and software up to date: Device manufacturers and software providers often provide updates that address security risks and introduce new security protections. Install antivirus software: Install antivirus software from a trustworthy source to detect, prevent, and remove common viruses or other types of attacks. Check the sender: Don't click any links or download any attachments unless you know and trust the source.
Off-site payments and messages
Airstar will never ask you to pay elsewhere—and we ask that you keep all payment and communication on the Airstar platform. Don't share your email address before a booking is accepted or transfer funds outside the Airstar system, and always carefully examine emails claiming to be from Airstar. We’ll never ask you to exchange money outside of Airstar or send us your password information over email. If you encounter a suspicious profile, listing, or message thread, flag it for review. If someone emails you asking you to pay or accept payment off-site, let us know right away.
How will my email address look to other people?
We don't share your personal email address even after you have a confirmed reservation. Instead, we create a unique, temporary Airstar address for you, and share that with your host or guest. Keeping your real personal email address hidden helps protect your privacy, and prevent unwanted communication from people who may abuse our system. Any emails sent to your temporary Airstar address are forwarded to your personal email address. This lets you use your email provider to send or reply to messages, attach files (up to 15 MB), and include links.
A host's anonymized email address might look like:Personal email address:
      [email protected]
Temporary Airstar address:
    [email protected]
A guest's anonymized email address might look like:Personal email address:
      [email protected]
Temporary Airstar address:
    [email protected]
We recommend communicating using the Airstar messaging system, but we recognise that sometimes you'll need to attach photos, directions, or other information in an email. These addresses let you send emails like your normally would—with an extra layer of security.
What are login notifications?
Login notifications are an extra security feature that can help alert you if someone accesses your Airstar account without your permission. We’ll send you an email each time someone logs in. In these emails, we’ll give you information on the type of Internet browser used to access your account, the time your account was accessed, and where we believe it was accessed from. If you use certain browsers often, you can mark them as trusted. We won’t notify you when your account is accessed from a trusted browser.
What is a trusted browser?
If you turn on login notifications, you can mark the browser you use to access your Airstar account often as trusted—when you use a trusted browser to access your account, we won’t notify you. To mark a browser as trusted: 1. Enable login notifications. 2. Log in to your Airstar account from the browser you want to trust. 3. You’ll see a Add to trusted browsers? window appear. Select the option next to Trust this browser. 4. Click Save. You should only mark a browser as trusted if you're on a private computer or phone.HELP accessed, and where we believe it was accessed from. You can hover over the icon in the Recent
Identification & verifications
Find answers to questions about providing ID, verifying your phone number, and completing your profile
What does it mean when someone’s ID has been checked?
We want you to be confident that people on Airstar are who they say they are. One way we do that is by checking for a government ID. This could be a driver’s license, passport, identity card, or visa. If it says “ID checked” for a guest or host, it means this person has successfully added an ID. This helps us keep Airstar secure, fight fraud, and more.
Why will an ID be checked?
Some hosts require their guests to provide a government ID in order to book their place or experience. There are also times when we’ll ask for an ID to help us check that someone is who they say they are. Whatever the reason, your ID will never be shared with anyone else who uses Airstar.
How is an ID checked?
A guest or host will be asked to add a photo of their ID—something that will happen before a reservation (for a guest) or listing (for a host) can be completed. Then we check to make sure that the person who added the ID is who they say they are. Sometimes we do this by asking the guest or host to take a photo of themselves, which will be used to match the picture in their ID.
What else is Airstar doing to keep the community safe?
Here are a few other examples:HELP Risk scoring. Every Airstar reservation is scored for risk before it’s confirmed. We use predictive analytics and machine learning to instantly evaluate hundreds of signals that help us flag and investigate suspicious activity before it happens.
Watchlists and background checks. While no screening system is perfect, globally we run hosts and guests against regulatory, terrorist, and sanctions watchlists. For hosts and guests in the United States, we also conduct background checks.
24/7 support. Our global team is standing by 24/7 in 11 different languages to help make things right with rebooking assistance, refunds, reimbursements, and more. We’re there for you when you need us. We’re committed to creating a safe and trusted community around the world.
How does it work when Airstar asks for an ID?
At Airstar, we’re always working on making our community as secure as possible for everyone. That’s why, before booking a home or experience, or becoming a host, we may ask for a government ID.
How it works
When you’re asked for an ID, you’ll need to add a photo of a government ID (driver’s license, passport, visa, etc.). Additionally, you may be asked to take a brand-new photo of yourself. This is different from your profile photo, which you may also be asked to provide. If you're asked to take a photo of yourself, it needs to match your photo on your ID, and your ID must appear to be valid. If your photos don’t match, you’re under 18, or your ID doesn't appear to be valid, you won't be able to book the listing requiring an ID. If you’re under 18, all current reservations will also be canceled. You have 3 options for adding your ID:
    Take a photo of your ID using your phone Take a photo using your computer’s or mobile device’s web camera Upload an existing photo of your ID
Completing this process isn’t an endorsement of any host or guest, a guarantee of someone’s identity, or an assurance that interacting with them will be safe. Always use your own best judgement, and follow our safety tips for guests and hosts.
When you’ll be asked for an ID
This may happen for a couple of reasons. For example, some hosts require their guests to provide a government ID in order to book their place or experience. There are also times when we’ll ask for an ID to help us confirm you’re really you. But whatever the reason, your ID will never be shared with a host or anyone else who uses Airstar. If you need to come back and finish adding your ID later, that’s fine. Just go to Airstar/verify and you can pick up where you left off.
Types of ID
Depending on your location and what country you’re from, you may be able to add one of the following types of government ID:
    Driver’s license Passport Visa National identity card
It needs to be an official government-issued ID—not an ID for a school, library, gym, etc.—that also includes a photo of you. If you add a driver’s license, you’ll be asked for two photos: one of the front and one of the back. If you add a passport, make sure the photo includes the numbers located at the bottom of the page with your picture.
What gets shared with your host
If you’re asked for a government ID, the following may be shared with your host:
    The first name on your ID Whether you’re over or under 25 years old Whether your ID has been successfully added Your profile photo and profile name
The following will never be shared with your host or anyone else who uses Airstar:
    The photo of your ID The photo you take of yourself (if you’re asked to do that)
Privacy
We take privacy seriously. The information you provide during the process of adding your government ID is governed by our Privacy Policy and sent to us and our third-party partners using SSL—the same secure encryption that websites use to transmit credit card numbers. Our third-party partners handle this info according to our Privacy Policy.
Storing and removing the photo of your ID
The storage of your government ID photo is governed by our Privacy Policy, which describes our efforts to protect your information. We recommend not removing the photo of your ID—that’s because any upcoming reservations will be canceled. You can, however, remove the photo of your ID 90 days after you complete your most recent booking. To remove the photo of your ID: Go to Edit profile and click the X next to Identification. Profile photos can also be removed, but the photo you take of yourself (if you’re asked to do that) cannot.
Other ways ID info may be used
When you and other guests and hosts provide a government ID it builds trust in the Airstar community. It also helps us keep Airstar secure, fight fraud, and more. There are a few ways that information from an ID may be used to do this.
First, here at Airstar, we may use the information from an ID to better protect all guests and hosts. An ID helps us to check that everyone is who they say they are—and we can therefore do an even better job of keeping fraudulent users away from Airstar. We can also keep accounts more secure and better determine that everyone who uses Airstar is over 18 years old.
Additionally, where permitted by applicable law, we may provide information from an ID, such as a full name, address, and date of birth, to our service providers to run background checks against public records for criminal convictions and sex offender registrations. For now, these checks are limited to users in the United States. While we believe these checks help us deter fraud and misuse of our services, they don’t guarantee that interactions with people who book through Airstar will be safe or problem-free. Please carefully review our notice about the limitations of background and registered sex offender checks.
Also, where permitted by applicable law, we may provide certain information from an ID to banks and other financial institutions (which helps them enforce various tax, anti-moneyHELP laundering, and sanctions laws), as well as to law enforcement agencies (who may be conducting investigations requiring Airstar’s involvement).
Our goal is to work closely with these organisations and comply with our legal obligations, while also ensuring the respect, privacy, and security of everyone who uses Airstar.
About photo matching
If you’re asked to take a photo of yourself, we’ll also match this photo with the picture in the government ID you already provided. This helps us make sure you’re really you.
Photo matching may provide some useful info, but no facial matching process is always completely accurate. The effectiveness of a comparison of facial features can vary greatly based on the skill and judgement of the reviewer, the quality and resolution of the photos, and whether there are significant changes in a person’s appearance between the two photos (for example, change in age, change in weight, different outfit).
As a result, this process may sometimes “match” photos that are not in fact of the same person, or fail to match photos that are of the same person. Fraudulent users may circumvent even the most sophisticated and diligent efforts to match photos submitted for comparison.
We don’t make any guarantee or representation about the accuracy or effectiveness of photo matching results. You shouldn’t rely on completion of the photo matching process as a guarantee of someone’s identity, or a guarantee that they’re someone you can safely interact with.
I’m a host in India. What should I expect from the host verification process with IDfy?
We’re always looking for ways to help our community host and travel with more confidence. As part of this, we’ve partnered with IDfy, a leading verification provider, to support an updated verification process that’s currently rolling out to hosts in our Airstar India community.
Completing the host verification process
We’re starting by asking small groups of hosts to complete this process. If you haven’t received an email with instructions from Airstar yet, it’s coming soon. Once you’ve received an invite from Airstar, you’ll start the verification process by providing some basic information, including your name, father’s name, current address, and AadhaarHELP number to IDfy. The information you submit must match your Airstar profile, and you’ll still need to complete the new verification process even if you already have the Verified ID badge.
What If I don’t have an Aadhaar card?
If you don’t have an Aadhaar card, you can use Passport or any government id card with address card as your Identity proof. But in that case, you will be required to provide a copy of your Passport (first and last page) or PAN card and proof of address to IDfy.
After you submit your information
Within 2 weeks, you'll receive an email letting you know the status of your verification. If anything is missing or incomplete, IDfy will reach out to you by phone or email. If it's been over 2 weeks since you submitted your information, please contact us at [email protected]
Does Airstar perform background checks on members?
If we have enough information (usually at least the user’s first and last name plus date of birth) to identify a guest or host who lives in the United States, we check certain databases of public state and county criminal records, as well as state and national sex offender registries for criminal convictions and sex offender registrations. If we have enough information (usually at least the user’s first and last name plus date of birth) to identify a guest or host who lives outside the United States, we may, to the extent permitted by applicable laws and to the extent available, obtain the local version of background or registered sex offender checks.
We also check the OFAC list (which includes terrorist designations) for all users that transact on the platform. Background checks are conducted for us by our approved background check providers.
Although background checks may help identify past criminal conduct where records are available, background checks don’t always identify a person’s past crimes or other red flags, they are never a guarantee that a person won’t break the law in the future. Due to the way certain databases are maintained, there may be gaps in the coverage provided by public records searches, and the online databases may be only updated periodically by local governments which we do not control or direct. Results of these database checks may not reveal or include include recent criminal record activity.
No background check should ever be relied upon as the sole indicator of suitability. You should always exercise your own judgement about whom to interact with and follow other sensible safety tips.
How does Airstar conduct background checks?
As discussed above, we currently check certain databases of public state and county criminal records, as well as state and national sex offender registries on U.S.-based guests and hosts where we have at least an accurate first and last name plus date of birth. If we have that information, we submit it to one of our approved background check providers, which checks the user’s identity against public records of convictions and sex offender registries.
If we have enough information (usually at least the user’s first and last name plus date of birth, and government-issued ID number where applicable) to identify a guest or host who lives outside the United States, we may, to the extent permitted by applicable laws and to the extent available, obtain the local version of background or registered sex offender checks. To the extent we do this outside the United States, we will use one of our approved vendors, which checks the user’s identity against available local databases. We also check the OFAC list (which includes terrorist designations) for all users that transact on the platform.
What are some of the limitations of these background checks?
Although background checks may help us identify past criminal conduct where records are available, they have several limitations, and do not guarantee that all past criminal conduct has been identified or that a person won’t break the law in the future. For example: A. The scope of our search is limited
We only run these checks on U.S.-based guests and hosts when we have at least the user’s first and last name plus date of birth. We do not have these identifiers for all hosts and guests and therefore cannot guarantee that we have conducted a check on every host or guest. In addition, we are not conducting these checks on additional guests staying with the guest who books an accommodation. In this case, only the guest who books that accommodation will be checked as part of that booking, when we have the necessary information.
Even where we have the necessary information, these checks only work where the users have accurately given us their full, correct legal name and date of birth. Likewise, we cannot guarantee that users who provided us full information gave us information that is accurate or belongs to them.
While we aim to refresh these checks periodically for active users, we may conduct these checks only once per user, and a check may have been conducted months before your interaction with the user.
In addition, for users who live in the United States, we do not always check every state and county courthouse records and other criminal registries or other public databases (such as but not limited to Moving Violation Reports (MVRs) and Driving Records). It's important to know thatHELP the criminal record information searched and reported for each type of check varies by state, and sometimes county, due to variations in state laws and state and county criminal record reporting systems.
Lastly, because of differences in foreign laws, language, and the manner in which foreign records are maintained and reported, we may not run background checks on users located outside the United States, and even if we do, the scope and accuracy of coverage may vary. B. Search results may be incomplete
The databases we check are not necessarily complete, and may not include records of prior criminal conduct. For example, not all criminal records are public in all states, not all criminal records are captured by the databases we check, and convictions and records of crimes committed outside the country where the background check is conducted may not be included. Also, as determined by applicable law, public records databases may be limited to records of conduct that took place a certain number of years prior to the date of the check (for example, the prior seven years in certain U.S. states). We cannot guarantee that the limited background checks we conduct will identify all past criminal convictions or sex offender registrations by a guest or host. Therefore, you should not rely on another user’s completion of a background check as a guarantee that the user has no criminal background or other red flags.
Finally, criminals may circumvent even the most sophisticated database or search technology. C. Search results do not guarantee safety
In sum, while we hope these user vetting tools will be useful to help protect our community, they don’t always identify a person’s past crimes or other red flags, cannot guarantee that a person won’t break the law in the future, and are never a guarantee of safety or that a host or guest who has completed a background check is safe or safer than any unknown person you may meet in any other way. You should also not rely on background checks as a replacement for exercising your own judgement about whom to interact with or as a replacement for following sensible safety tips.
What are the crimes for which you remove users from the platform?
Users with serious criminal histories may be removed or referred for further review if our checks show convictions within a certain time period. Less serious convictions will never result in removal (such as disorderly conduct or marijuana possession). Some other crimes may result in removal for a period of 14 years (such as felony burglary or felony larceny) or seven years (such as fraud or property damage) from the date of conviction. Severe crimes may result in removal for a longer period of time or even permanently (such as murder, terrorism, rape or child molestation).
What safety tips should I follow when interacting with a host or guest?
      Get to know your host or guest when confirming—and before the start of—their trip or experience via our Platform. We provide various tools to enable you to do so, including reviews from other members, Verified ID or other identity process, on-platform member messaging that lets you message the host or guest while anonymizing your real email address for additional privacy and account security, and reservation requirements that hosts can set for their guests.

      Protect your finances by paying only through Airstar’s secure payments platform and by protecting the privacy and physical security of your financial information, including your social security or other tax ID number, your date of birth, credit card and bank account information, and government issued IDs.

      Be cautious when sharing personal information, like your email address, phone number, home address, place of work. Instead, use Airstar’s on-platform member messaging.

      Keep a clear mind and avoid doing things that impair your judgment.

      Consider doing a web search and checking public government databases such as the U.S. federal or state sex offender registries for the name(s) of anyone with whom you interact offline.

      Please report any users who violate our Terms of Service to us. Examples of users who violate our terms of service include:

      o Users who ask you to send them money outside the Airstar payments platform, o Users who send you harassing or offensive messages o Users who behave inappropriately online or at a listing o Fraudulent registration, user profiles, or listings o Users who otherwise create a safety risk Tell a friend or family member of your travel or hosting plans.

    Know the contact information for emergency responders in the city of your listing, and keep that handy in case you need it.
How do I verify my phone number?
To verify your phone number:
    Go to Profile on Airstar.com Next to Phone Number, click Add a phone number Select your country, and we’ll automatically insert the correct country code Enter your area code and phone number Click Verify via SMS or Verify via Call. We'll send you a 4-digit code via text message (SMS) or an automated phone call 6. Enter your code and click Verify
If you don’t see a confirmation message, try refreshing the page. If the method you chose isn't working, try the other one.
After verifying your phone number, you can manage text message notifications by going to Account and choosing Notifications on the left. As always, standard message and data rates may apply for any calls or messages sent or received. For questions about these rates, get in touch with your phone provider.
Why verify?
Having a verified phone number gives your hosts, guests, and Airstar a way to contact you about your reservations or your account. Hosts are required to verify their phone numbers before listing their homes, and guests must have a verified phone number before booking a reservation. You also need a verified phone number to complete Verified ID.
What are profile verifications and how do I get them?
Profile verifications are a way to connect your Airstar profile to other information about you, such as your Facebook profile, phone number, email address, or government-issued ID. To add verifications to your account:
    1. Go to Profile on Airstar.com 2. Click Trust and Verification 3. Under Add More Verifications choose a verification to add
How does Airstar help build trust between hosts and guests?
We strive to provide our hosts and guests with the right tools to make informed decisions regarding who they interact with on the site and in the real world.
Airstar offers a number of features that help build trust and cultivate a transparent community marketplace, including our secure messaging system, reviews, the Host Guarantee, and more. At Airstar, we want to build the world's most trusted community. To help ensure our member's safety, we dedicate a knowledgeable and experienced team to monitor any suspicious activity in our marketplace.
If you encounter an emergency situation, or if your personal safety is threatened by a host, contact local police or emergency services immediately. You can help our efforts by reporting suspicious or inappropriate activity on a person’s profile, listing, or messages.
Is providing identification to Airstar secure?
The ID information you provide to Airstar is governed by our Privacy Policy and transmitted using SSL, the same secure encryption that websites use to transmit credit card numbers. When we receive information from your driver's license or passport, we store the number in an encrypted form, so you should only have to verify your ID once. For countries with knowledge- based authentication, we don't store the questions or your answers. Only authorised Airstar employees are allowed access to your original documentation for troubleshooting or internal purposes.
Our third-party partners store information according to our written instructions and under our Privacy Policy.
Reviews
Information about writing and editing reviews, what other guests and hosts can see, and when you can request to have a review removed
Why aren’t my reviews shown in order?
When someone views your listing, reviews written in their language or by people from their country are shown first. The other reviews are still visible, but they’ll be listed higher or lower on depending on the language and country of the viewer. For example, if a French traveller looks at your listing, they’ll see all your reviews from French guests first, in chronological order, then they’ll see the other reviews in chronological order. This helps guests see relevant reviews so they can decide if your listing is a good fit.HELP
Can I delete or respond to a review I disagree with?
You can respond to reviews, but you can't delete them. To promote trust and transparency in our community, we won't delete reviews unless they violate our content policy. You can, however, edit a review you wrote for up to 48 hours after submitting it, unless your host or guest completes their review in the meantime.
If you think a review written about you is false or exaggerated, you can write a response that will show up directly below the review and be visible to other guests and hosts. You'll need to write your response within 30 days of when the review was written. To respond to a review:
    Go to Edit Profile on Airstar.com Click Reviews Select Reviews About You Find the review you’d like to respond to and click Leave a Response
If a review written about you includes any personally identifying information about you, read our content policy for more info on how to report it.
Can I edit a review I wrote?
You can edit a review you’ve written for up to 48 hours after you post it, or until your host or guest posts their own review. To edit a review:
    Go to Profile on Airstar.com Click Reviews Select Reviews By You Find the review you’d like to edit
If it’s been more than 48 hours, or your host or guest has also posted a review, your review can’t be deleted unless it violates our content policy.
What is Airstar's Content Policy?
By posting content in public areas on Airstar, you agree to abide by these guidelines and all other Airstar policies. We reserve the right to remove any content, in whole or part, that violates these guidelines, our Terms of Service, our Community Standards, or for any other reason at our sole discretion.
In the event of repeated or severe violations, we may suspend or permanently deactivate the account(s) in question. You can report the content directly or contact us to report content that appears to violate these guidelines. The following content is never allowed on Airstar:
      Content created solely for the purpose of advertising or other commercial content, including company logos, links, or company names

      Spam, unwanted contact, or content that is shared repeatedly in a disruptive manner

      Content that endorses or promotes illegal or harmful activity, or that is profane, vulgar, obscene, threatening, or harassing

      Content that is discriminatory (review our Nondiscrimination Policy for more info) Attempts to impersonate another person, account, or entity, including a representative of Airstar

      Content that is illegal or that violates another person’s or entity’s rights, including intellectual property rights and privacy rights

      Content that provides specific details or outcomes of an Airstar investigation

    Content that is sufficient to identify a listing’s location or other content that may pose a personal safety risk to an Airstar community member
The following are violations specific to the type of the content on Airstar:
Listing Titles
    Listing titles that do not serve the purpose of providing information relevant to the listing type, style, or experience Listing titles that include symbols or emojis
Listing or Profile Pages
Listings and profiles that provide fraudulent, false, misleading, or deceptive details
Community Center
    Content that is off-topic, doesn’t ask a question, or doesn’t offer knowledge in response to a question as part of a larger discussion Trolling or repeatedly targeting community members
Reviews
    Reviews that do not represent the author’s personal experience or that of their travel companions Reviews incentivised by a promise for payment, additional services, or a discounted rate Reviews motivated by a threat of extortion (review our Extortion Policy for more info)
How do reviews work?
All the reviews on Airstar are written by hosts and travellers from our community, so any review you see is based on a stay that a guest had in a host's listing. You have 14 days after checkout to write a review for a trip.
Writing a review
To leave a review for a recent trip, go to your reviews. Reviews are limited to 500 words and must follow Airstar's Content Policy. You can edit your review for up to 48 hours, unless your host or guest completes their review.
Review history
To see reviews you've written or reviews about you, go to your reviews. You'll also see any private feedback that people have left you. Our community relies on honest, transparent reviews. We will remove a review if we find that it violates our review guidelines. Group reviews If a reservation has more than one confirmed guest, the host's review will appear on all of the guests' profiles. It’s same as the content policy
How long do I have to write a review after a trip has ended?
You have 14 days after checkout to write a review for a trip.
To see which reservations are past the 14-day review period:
    1. Go to Edit Profile on Airstar.com 2. Click Reviews 3. Select Reviews By You 4. Scroll to the Expired Reviews section
Because the review system is automated, we’re unable to make any exceptions. If you'd still like to thank your host or give helpful feedback, you can send them a note using your Airstar message thread.
What is Airstar's Extortion Policy?
Reviews are a way for Airstar guests and hosts to share their experiences with the community. Any attempt to use reviews or review responses to force a user to do something they aren’t obligated to do is a misuse of reviews, and we don’t allow it.
This policy applies to situations including, but not limited to:
    Guests threatening to use reviews or ratings in an attempt to force a host to provide refunds, additional compensation, or a reciprocal positive review. Hosts requiring a guest to leave a positive review or rating, or to revise a review in exchange for a partial or full refund, or reciprocal review. Hosts also can’t offer a free or discounted stay in exchange for a guest revising an existing review. Hosts asking a guest to take specific actions related to a review in exchange for a resolution to a dispute between the parties.
This policy does not prohibit:
    A guest from contacting a host with a problem prior to leaving a review. A host from asking a guest to leave an honest positive review or rating reflecting a positive experience. A host or guest from revising a review within the time constraints for revision.
Hosts and guests cannot edit reviews after they are published. By posting a review, you agree to follow all Airstar guidelines and policies, including the Extortion Policy, which Airstar may enforce at our sole discretion. Failure to do so may result in the restriction, suspension or termination of your Airstar account. If you think you've experienced extortion, please contact us.
How do star ratings work?
In addition to written reviews, guests can submit an overall star rating and a set of category star ratings. Hosts can view their star ratings on their Stats page, under Ratings from Guests. To see a breakdown of guest ratings by category, click Show Details. Guests can give ratings on:
    Overall Experience. What was your guest’s overall experience? Cleanliness. Did your guests feel that your space was clean and tidy? Accuracy. How accurately did your listing page represent your space? Value. Did your guest feel your listing provided good value for the price? Communication. How well did you communicate with your guest before and during their stay? Arrival. How smoothly did their check-in go? Location. How did guests feel about your neighbourhood?
In each category, you’ll be able to see how often you get 5 stars, how guests rated nearby hosts, and, in some cases, tips to help you improve your listing.
The number of stars displayed at the top of a listing page is an aggregate of the primary scores guests have given for that listing. At the bottom of a listing page there's an aggregate for each category rating. A host needs to receive star ratings from at least 3 guests before their aggregate score appears.
What is response rate and how is it calculated?
Your response rate and response time measure how quickly and consistently you respond to enquiries and requests. You can view your response rate on your Dashboard in the Pending section.HELP
Calculating response rate and response time
Your response rate is the percentage of new enquiries and reservation requests you responded to (by either accepting/pre-approving or declining) within 24 hours in the past 30 days. Your response time is the average amount of time it took you to respond to all the new messages in the past 30 days.
If you’ve received fewer than 10 new message threads in the past 30 days, your response rate and response time will be based on the 10 most recent message threads from the past 90 days. The response rate to determine Superhost status is calculated differently and is based on your responses over the past 365 days.
Improving response rate and response time
To improve response rate and response time, do the following within 24 hours:
    Accept or decline reservation requests Pre-approve or decline trip requests Reply to new messages from guests
Responses after 24 hours count as a late response, which will decrease your response rate and increase your response time. Your response rate can impact your position in search results. Your response rate and response time aren’t affected by follow-up messages between hosts and guests. You don't have to send the final message in a conversation to maintain your response rate.
What is a Superhost?
Superhost are experienced hosts who provide a shining example for other hosts, and extraordinary experiences for their guests. Once a host reaches Superhost status, a badge will automatically appear on their listing and profile to help you identify them.
We check Superhosts’ activity four times a year, to ensure that the programme highlights the people who are most dedicated to providing outstanding hospitality.
The Superhost Terms & Conditions apply. Airstar doesn't endorse or sponsor any host, including Superhosts, or their listings.
Can I lose my Superhost status?
Superhosts are evaluated four times a year. During each assessment period, hosts can gain, keep, or lose their Superhost status based on their activity within the last year. To keep your Superhost status, you must continue to meet the Superhost requirements during each assessment period. Go to Progress to track how you're doing.
Airstar community
Ways to connect with other Airstar hosts and guests in the community Community connections:
What is the Airstar Community Centre?
The Community Center is a place to connect with other hosts, share stories, ask for advice, and get updates from the Airstar team. You can also plan or join meetups.
Getting started
Here are a few of the features the Community Centre offers:
      Conversations: Ask a question, share a story, or connect with other hosts by starting a conversation—or joining in on an existing one.

      Tags: Add topic tags to your conversations to help people find and follow them. We’ll show trending topics on the Community Centre homepage. You can also follow a topic to get updates whenever new content is posted.

      Top contributors: We’re so lucky to have a vibrant and active community of hosts, and we want to make sure your amazing contributions to the community get recognized—that’s why you’ll see a Top Contributors section on the homepage. New to hosting? Use this section to find a community expert.

      Direct messaging: Want to ask another host a private question? You can now direct message other community members right from the Community Center.

    Meetups: Meetups are a great way to meet other hosts, share best practises, and get advice from people like you.
Available languages
The Community Centre is available in English, & hindi for now and we are working on , Italian, German, Spanish, Brazilian Portuguese, Korean, Dutch, and Japanese. We plan to offer support more languages soon.
Cities
Cities boards are location-specific boards you can use to connect with other hosts in your area. You can view any Cities board to connect with hosts in that area. Don’t see your city yet? Use the Where in the world? board to start a location-specific conversation. You can use tags to help other community members find your post.
Managing the Community Center
This is your community. You own the discussions, and the Community Centre will ultimately rely heavily on your level of engagement. The Community Centre will be largely self-moderated, but you may also see a face from the Airstar team around from time to time to share updates, answer tricky questions, and help keep things clean and safe. .
How do I collect my sign up credit and gift.
Sign up credit and mandatory gift will be given based on the every 10000 sign up , gift costlier than 20 k may be given over lucky draw. Only complete profile are eligible to collect the gift.