Host Protection

Host Protection Program

Last Updated: January 2026

We understand that hosting comes with risks. Our comprehensive Host Protection Program is designed to give you peace of mind and protect your property investment.

Coverage Details

What's Covered

• Accidental Damage: Broken furniture, damaged walls, broken windows
• Theft: Theft of property items during guest stay
• Staining: Permanent stains on furniture, carpets, or walls
• Breakage: Broken appliances, electronics, or fixtures
• Vandalism: Intentional damage to property
• Cleaning Costs: Excessive cleaning required after guest checkout
• Missing Items: Items left behind or missing after checkout

Coverage Limits

What's NOT Covered

• Normal wear and tear
• Pre-existing damage
• Damage from natural disasters or acts of God
• Damage from pest infestations
• Damage from improper maintenance by host
• Items left in plain view (cash, jewelry, documents)
• Damage from unauthorized alterations by guest
• Claims filed more than 30 days after damage discovery

Filing a Damage Claim

Step-by-Step Process

1. Document the Damage
   • Take clear photos and videos of all damage
   • Include wide shots and close-ups
   • Document the date and time of discovery
   • Keep all damaged items for inspection
2. Contact Support Immediately
   • Report damage within 24 hours of discovery
   • Use the "Report Issue" button in your dashboard
   • Or contact support: support@onsstay.com
3. Submit Claim Documentation
   • Provide detailed description of damage
   • Upload photos and videos
   • Include receipts or proof of original cost
   • Provide guest booking reference
4. Claim Review
   • Our team reviews claim within 3-5 business days
   • We may request additional information
   • We may arrange property inspection
5. Claim Decision
   • You receive approval or rejection decision
   • Approved claims are processed for payment
   • Payment issued within 5-7 business days

Required Documentation

• High-quality photos of damage (minimum 5 photos)
• Video walkthrough of damaged areas (recommended)
• Written description of what happened
• Original purchase receipts or invoices (if available)
• Booking reference and guest name
• Check-in and check-out photos for comparison
• Any communication with the guest about damage

Claim Timeline

Important Exclusions

• Negligence: Damage resulting from host's negligence or failure to maintain property
• Unauthorized Guests: Damage from guests not listed in booking
• Illegal Activity: Damage from illegal activities or parties
• Structural Damage: Foundation, roof, or structural issues
• Utility Damage: Damage to plumbing, electrical, or HVAC systems
• Fraud: Claims involving fraudulent or false information
• Excessive Wear: Normal deterioration or expected wear and tear

Additional Host Support

Beyond Damage Protection

OnsStay provides comprehensive support to help you succeed as a host:

• 24/7 Support Team: Available for urgent issues and emergencies
• Guest Screening: We verify guest identities and check ratings
• Payment Protection: Secure payment processing and guaranteed payouts
• Dispute Resolution: Fair mediation for guest-host disputes
• Property Management Tools: Calendar, messaging, and booking management
• Marketing Support: Help optimizing your listing for visibility
• Legal Support: Access to legal resources for host issues

Host Resources

• Host Academy - Training and best practices
• Community Forum - Connect with other hosts
• Property Inspection Service - Professional inspections available
• Cleaning Service Referrals - Vetted cleaning providers
• Maintenance Network - Recommended contractors and services

Contact Host Support