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    ZipStays  currently deals with a small number of trusted and known hosts who have provided accommodation normally for a number of years, so we are happy that they are genuine.  The typical user experience reflects 15 years of providing accommodation throughout London.  We will be happy to be involved in the solution to any problem that may arise.

    Contact us by email and/or phone for assistance.  Payments are done online by a secure and well-recognised payment system.  Other payment systems may be used with discretion and we can hold your security deposit as an intermediary.  Any calls on the deposit then need to be justified by the host. 

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    Hosts need to be aware of the guest's identity for their own safety and ease of communication. Guests are accepted under personal licence only.  The safety and security of our community is our top priority. Hosts are entitled to ask for ID verification prior to arrival, which can be provided via ZipStays as intermediary.

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    For real emerencies, know the 999 or equivalent number.  For lower level situations, guests should contact their host about anything to do with the property.  For health related issues, visit your local chemist or if in the UK you can phone the NHS Direct service.

    Feel free to remind the host and zipstays of your arrival and to verify contact details.

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    In non-emergency situations, contact your host for advice.  It is better to refer to your host in relation to any doubt about the working of anything in the property as breakage due to misuse is chargeable on your deposit.  Alternatively, contact Customer Service and a representative will respond to your inquiry as soon as possible.  

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    ZipStays allows for guests and hosts to provide a personal profile, photo and full name. You can verify their phone number, connect to their Facebook account, and reach their references before or after booking.  Contact Customer Service for assistance before booking and we will assist as intermediary to add a further level of trust and verification.

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    It is normal for both hosts and guests to be able to identify each other, although guests being transient are usually asked for stricter verification like passport ID.  Thus we owe a duty to verify hosts ourselves as bona fide providers.  Online checks like Profiles, photos (and video for hosts), verified phone numbers and email addresses, and reviews from other users assist users of the site in verifying the genuineness of the host and guest.

    A user′s Facebook account can be connected to the user's ZipStays  account, enabling you to see if you have mutual friends or a similar network. Hosts can see a guest′s full name before accepting a reservation. We encourage users to get to know each other through our messaging system.  You can always request that missing information on a profile be completed.

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    ZipStays does not insure your belongings and you probably should have travel insurance covering loss of property or health expenses.  Local residents in their homes will often not have a safe.  The question of where to put your passport and other belongings has no easy solution.  However, private rented apartments probably have the same level of security as the normal person living locally expects.  It will help if guests use the door locks fitted.  You should not publicise private addresses.  [For more information, see Our Host Guarantee.]

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    We take a personal interest in the service offered through the site and the genuineness of all users.  This may mean that bookings requested same day or very close to arrival may not be accepted as it means checks and procedures may not have been followed.  Payments made online will be subject to PayPal or card processors chargeback procedures if the accommodation has not been provided.  ZipStays can assist in holding and refunding the security deposit where requested as a third party intermediary .

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    As a host, you should have enough time to get verified ID on the guest before arrival.  Guests who push procedures to the last minute may try to avoid payment due to last minute confusion.  Some may pretend to be the owner to others and advertise the property to people who are duped into paying deposits to the fraudster, who then quickly disappears.  So doing the correct procedures in the normal amount of time is important as a filter against scams.  

    ZipStays feels an obligation to guests that anything listed here is genuine.  As a guest, muliple verification and commication with different trusted independent parties, and paying through card or PayPal, which have chargeback procedures in the event of fraud, will help to protect you.  Not all issues are fundamental though and please read the listing and ask questions to clarify what is on offer.  The listing may occasionally be out of date so having a conversation with the host about the property and what is important to you is a good idea.  Be wary of incomplete listing information.  However, not all hosts will have a picture profile, especially if they are multiple apartments managed by employees of a host who owns several or many properties.  However, in this case you should get a good round picture of the apartments being provided by the host, including pictures and reviews.

    If you are concerned, you can flag a message thread and alert the ZipStays  team.

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    ZipStays  does not perform criminal background checks on users, although we reserve the right to do so within our discretion.

    All users are required to create a profile with a full name, email address, and personal bio.  Beyond the basics, guests can verify phone numbers, connect their Facebook accounts, and get friends to vouch for them through references.