Hospitality Is Both Who We Are and What We Do
Hospitality Policy
Last Updated: September 2, 2025
At Hopsita, hospitality is more than a service — it’s a standard of care. We connect healthcare professionals with verified host housing in an environment that prioritizes safety, comfort, respect, and integrity.
This Hospitality Policy outlines what is expected from hosts, guests, and Hopsita as a platform. It is binding upon all users and will be strictly enforced to maintain the dignity and reliability of our community.
�� 1. Hospitality Standards for Hosts
All hosts on Hopsita are expected to maintain professional-grade hospitality, regardless of the nature or price of the listing.
Hosts Must:
· Present truthful, complete, and current information in all listings (including accurate amenities, pricing, and photos).
· Ensure cleanliness to a reasonable professional standard before each new check-in.
· Provide essential amenities, including but not limited to:
o Clean linens and towels
o Functional plumbing and electricity
o Internet access (unless clearly stated otherwise)
o Lockable doors for guest privacy
o First aid kit or emergency contacts
· Respond to guest inquiries within 24 hours (or sooner if stay is active).
· Avoid entering the property during a guest’s stay without clear advance notice and guest consent, except in emergencies.
· Maintain up-to-date calendars and honor confirmed bookings. Cancellations within 72 hours of check-in may result in penalties or temporary suspension.
Hosts Are Strictly Prohibited From:
· Soliciting tips, gifts, favors, or payments outside the platform
· Misrepresenting location, safety, or property status
· Engaging in surveillance (e.g., hidden cameras inside guest-occupied areas)
· Discriminating against guests based on race, religion, gender, orientation, or background
· Falsifying reviews or impersonating guests
��⚕️ 2. Hospitality Expectations for Guests
Guests are held to equally high standards of professionalism and respect, in line with the healthcare ethos they represent.
Guests Must:
· Treat host property, rules, and community spaces with care and respect
· Communicate clearly and timely, especially around arrival and departure
· Follow all house rules provided at time of booking
· Leave the space in reasonable condition (free of major mess, damage, or misuse)
· Avoid inviting additional persons without host approval
· Immediately report any unsafe conditions to [email protected]
Guests Are Strictly Prohibited From:
· Hosting parties, conducting business, or using the property for non-residential purposes
· Smoking indoors (unless otherwise allowed by host)
· Engaging in disrespectful or threatening behavior toward hosts or neighbors
· Circumventing the booking system to negotiate off-platform stays or payments
· Leaving retaliatory or misleading reviews
�� 3. Communication, Courtesy & Conflict Prevention
Hopsita promotes transparent and respectful dialogue between all parties. We enforce:
· Zero-tolerance for abusive language, threats, or passive-aggressive messaging
· Encouragement of feedback loops to correct issues before reviews escalate
· Support escalation for misunderstandings, last-minute issues, or emergency complaints
If either party fails to communicate in good faith, Hopsita reserves the right to suspend accounts or mediate disputes in the best interest of platform safety.
�� 4. Operational Integrity & Hosting Reliability
To protect user experience and platform standards:
· Hosts who cancel more than twice in 90 days may be suspended from listing
· Guests who no-show or abandon their stay without formal cancellation may lose refund eligibility
· Hosts must respond to booking inquiries within 48 hours or risk listing visibility demotion
· Guests who violate house rules repeatedly will be permanently banned from the platform
��️ 5. Emergency Handling & Service Gaps
If a property becomes uninhabitable, or the host fails to provide access within 4 hours of check-in:
· Hopsita will attempt to rehome the guest in a verified property at equal or lesser cost
· The host’s payout will be frozen and may be reduced or forfeited
· Guests must provide photographic evidence and time-stamped communication for all complaints
· Hopsita is not liable for costs incurred outside the platform unless a verified safety or fraud issue is proven
�� 6. Cleanliness, Turnover & Inspections
Hopsita may conduct random inspections (virtually or via third-party) for listings flagged by multiple users or new listings. Hosts are required to maintain:
· Visual alignment between listed photos and actual condition
· Clean bathrooms, bedding, floors, and appliances
· No signs of pest infestation or mold
· Available sanitation supplies (e.g., soap, paper towels, disinfectants)
Failure to maintain hygiene standards will result in delisting until resolved.
⚠️ 7. Platform Misuse & Abuse Prevention
Hopsita prohibits:
· Fake listings or duplicate accounts
· Guest reviews written by hosts, or vice versa
· Automated tools or AI used to generate listing photos or reviews
· Price manipulation (e.g., bait-and-switch tactics)
· Booking “test” stays with the intent to leave false reviews
Our systems are trained to detect abuse. Violators are banned, and platform access is permanently revoked.
�� 8. Dispute Resolution & Mediation
For any booking conflict, both parties agree to first attempt resolution through:
· Hopsita’s Resolution Center, which includes mediation by a human agent
· Submission of supporting documents (photos, messages, receipts)
· Respectful tone and willingness to find middle ground
Final decisions are made by Hopsita’s Trust & Risk Team and are binding unless legally contested.
�� 9. Policy Enforcement & Termination
Violation of this Hospitality Policy may result in:
· Warning or temporary suspension
· Permanent removal of listings or user accounts
· Withholding of host payouts or guest refunds
· Blacklisting across partner platforms
· Legal action in severe cases of fraud, harassment, or health risk
�� 10. Contact & Support
For support, complaints, reporting, or feedback:
�� [email protected]
Our team is available to ensure fairness, safety, and comfort throughout your Hopsita journey.
At Hopsita, hospitality is not a favor — it's a standard.
Let’s keep it that way, together. ����