How GoStay handles safety

Provider verification

Every provider submits identity, ownership or authority-to-operate and business details. Our operations team reviews the documents, and a field verifier can be assigned to inspect the property in person with a checklist and geotagged evidence. Only the GoStay operations team can approve a provider — providers can never approve themselves.

Listing accuracy

Listings stay in draft until an admin approves them. Photographs and facilities are checked against the inspection record. If a stay does not match its listing, raise a case and we will investigate the provider.

Secure payment

Prices are calculated on our servers, never in your browser. Payments are processed by a licensed payment gateway and confirmed only after the payment signature is verified server-side. GoStay staff never ask for card details, UPI PINs or one-time passwords.

Driver verification (future travel module)

Local travel and driver partners are part of the GoStay roadmap. Driver identity, licence and vehicle verification will follow the same document-plus-field process as stays. Until that module is live, we do not claim any driver on the platform is verified.

Emergency support

If you are in immediate danger, contact local emergency services first. Then open a safety case with GoStay — safety cases are flagged separately from ordinary service complaints and are prioritised by our support team.

Complaint process

• Open a case from Support or from your trip.
• You receive a case code and can follow the case in your account.
• A support agent is assigned; internal notes stay internal.
• Serious cases are escalated and can lead to provider suspension.

Women and family travellers

Listings can declare women-friendly, family, senior and accessibility features. These are shown only where a provider has declared them and the property has passed listing review. You can filter for them on the stays page.

Privacy

Your bookings, payments and contact details are visible only to you and the staff handling your case. Providers see the information they need to host you. Institutional partners only ever see aggregated, non-personal figures. See our privacy notice.

Traveller responsibilities

• Give accurate guest details and follow the property's house rules.
• Report problems early, through the platform, so we can act.
• Respect local communities, ecosystems and heritage sites.

Provider responsibilities

• Keep listings, photos, pricing and availability accurate.
• Maintain safety equipment and disclose any limitations honestly.
• Respond to guest issues and cooperate with GoStay investigations.