HEARTHSTONESTAYS

Community Standards

Last updated 9 November 2026

Hearthstone Stays works because Hosts open their homes and Guests treat them with care. These standards apply to everyone on the Platform. Breaking them can mean a warning, removed content, a cancelled booking or a closed account.

Safety

  • No violence, threats, harassment or intimidation of anyone — Guests, Hosts, neighbours or our team.
  • No hidden cameras or recording devices inside a property, ever. Outdoor cameras covering entrances or common areas must be disclosed in the listing and never point into a private space.
  • No illegal activity at a property.
  • Hosts must keep properties reasonably safe and disclose hazards. Guests must follow safety instructions, such as pool or fire-pit rules.

Respect and fairness

  • No discrimination. Hosts must not decline, cancel or treat a Guest differently because of race, colour, ethnicity, national origin, religion, sex, gender identity, sexual orientation, marital or relationship status, pregnancy, age, or disability.
  • Hosts can set fair house rules that apply to everyone (like no pets or no parties), and can decline a booking for legitimate reasons, such as dates or group size.
  • Hosts must make reasonable adjustments for assistance animals, as the law requires.

Neighbours

  • No parties or events unless the listing allows them. Keep noise down, especially after 10pm.
  • Respect parking, rubbish and strata or community rules.

Honesty

  • Listings must be accurate: real photos of the actual place, true descriptions, all fees shown.
  • No fake accounts, bookings or listings, and no impersonation.
  • Pay and communicate through Hearthstone Stays. Don’t ask for or offer off-Platform payment.

Reviews

  • Reviews must be honest, first-hand and about the stay.
  • No offering or asking for anything in exchange for a review (including refunds or discounts), no threatening a bad review to get something, and no reviews written by Hosts, their friends or competitors.
  • We remove reviews that contain hate speech, threats, personal information (like phone numbers or addresses), or content unrelated to the stay. We never remove a review just because it’s negative.
  • Hosts can publicly respond to a review once, politely and factually.

Reporting

If you’re in danger, call 000. To report anything else, email info@hearthstonestays.com.au or use “Report this listing” on any listing page. We don’t tell the other person who reported them.