MODULE 40
Not every booking is valuable. The operator should review trip purpose, guest count, visitor plans, local one-night risk, communication behaviour, prior reviews and rule acceptance while avoiding unlawful discrimination.
Review reservations consistently and lawfully.
Identify mismatch and fraud indicators without profiling.
Record acceptance and decline reasons.
Review trip purpose, dates, guest count, visitors, local one-night risk, communication, payment status, prior reviews where available, rule acceptance and property fit. Apply the same criteria consistently.
A risk indicator is a reason to ask a neutral question, not proof of misconduct. Do not make decisions on protected characteristics or stereotypes.
Use only lawful, proportionate information and approved platform or direct-booking processes. Explain material rules, maximum occupancy, parties, visitors, smoking, pets, parking and identity requirements before confirmation.
Do not collect excessive identity information or store documents indefinitely. Align privacy practice with current law and platform terms.
Record accepted, declined or escalated, the facts relied on and who decided. High-risk exceptions require senior approval rather than an informal favour.
If a booking is inconsistent with consent, approvals, house rules or safe operation, decline it even when the calendar is empty.
A local guest requests one night for eight visitors but books for two and avoids the trip-purpose question. The operator asks neutral clarifying questions, applies the written policy and declines when the request remains inconsistent—without making assumptions about the person's identity.
Apply consistent guest, booking and property-fit criteria.
Review current anti-discrimination principles and obtain legal advice on the booking policy.
No; it should trigger proportionate clarification or verification.
Protected characteristics, stereotypes or discriminatory assumptions.
When it conflicts with consent, compliance, safety, policy or the verified property fit.
Trip purpose and booking-party consistency
Guest count, visitors and maximum occupancy
Platform identity and review signals
Local, last-minute and event risk
Lawful, consistent and non-discriminatory screening
Accept, clarify, decline and escalate decisions
Review the reservation facts
Ask concise neutral questions
Compare answers with listing rules and capacity
Assign a risk category
Document the decision and any conditions
Screening form
Risk matrix
Message templates
Decline and escalation records
Screening based on protected personal characteristics
Accepting a booking despite inconsistent information
Moving payment off platform without controls
Failing to verify third-party bookings
Using a security deposit as a substitute for screening