Frequently Asked Questions
Everything you need to know about TrustGuest, the Guest ID, and reports.
- What is TrustGuest?
- TrustGuest is a reputation platform dedicated to the non-hotel accommodation sector that allows Hosts and Guests to build a reputation through mutual reviews. Each user has a public identifier (Host ID or Guest ID) that can be searched on the platform to view the reviews associated with their profile. The goal is to foster more transparent and reliable relationships between Hosts and Guests.
- What is the Guest ID?
- The Guest ID is a unique public identifier associated with a Guest’s profile, for example, G-AB12. You can share your Guest ID with Hosts so they can verify your reputation profile. The Guest ID does not publicly display your name or email address. The Guest ID is therefore a public/pseudonymous identifier and should not be considered a system of absolute anonymity.
- Is the Guest ID anonymous?
- The Guest ID is designed to protect your identity from other users: your name and email address are not publicly displayed through your profile. However, the Guest ID is linked to your account within the platform. For this reason, we prefer to describe it as a public/pseudonymous identifier rather than a completely anonymous identifier.
- Who can see my reviews?
- Reviews published on a profile can be viewed by authenticated users who search for the relevant Host ID or Guest ID, according to the platform’s available features. Reviews do not publicly display the user’s email address. The platform administrator can access the data necessary for management, moderation, and support.
- How do reviews work?
- After a stay, a Host can review a Guest, and a Guest can review a Host. Reviews may include a rating from 1 to 5 stars, specific criteria, and a comment. Reviews must be based on real experiences and on facts that the author believes to be truthful and documentable.
- Can I respond to a review?
- Yes. When you receive a review, you can use the response feature provided by the platform to give your point of view or clarify any circumstances. The response is associated with the relevant review.
- What is a Red Flag?
- A Red Flag is a report associated with a review of a Guest that the Host considers particularly serious, for example, in cases involving significant damage to the property or seriously problematic behavior. A Red Flag must be used exclusively for genuinely serious situations and not for simple negative ratings or ordinary disputes. The Guest is notified by email that the report has been made.
- How long does a Red Flag last?
- The Red Flag is highlighted on the profile for 90 days. The period is calculated from the most recent report. After 90 days, the indication is no longer shown as an active Red Flag on the profile.
- Does a Red Flag automatically block a Guest?
- No. A Red Flag is an informational report and does not automatically result in an account being blocked, exclusion from the platform, or rejection of a booking. The final decision to accept a booking always remains with the Host.
- What can I do if a review or Red Flag is incorrect?
- If you believe a review or Red Flag contains incorrect information, you can use the support and reporting channels available on the platform. The report may be submitted to the administrator for assessment as part of the available moderation activities.
- Is my personal data visible to other users?
- No, other users cannot publicly see your email address through your profile. The platform uses Host IDs and Guest IDs as public identifiers, avoiding the use of names and email addresses as identifiers visible to other users. For detailed information about the processing of personal data, consult the platform’s Privacy Policy.
- What happens if I delete my account?
- Deleting your account results in the removal of your profile and associated data in accordance with the procedures provided by the platform and its relevant retention policy. Some data may need to be retained where required by legal obligations or for the purposes set out in the privacy documentation. The deletion procedure and related details are described in the Privacy Policy.
- Is TrustGuest free?
- Yes. TrustGuest is completely free forever for all Hosts and Guests who register on the platform during this phase. Users who register during this phase are not required to have a subscription to use the platform’s free features. Any future services or additional features may be introduced separately and must not be presented as necessary to use the free features available at the time of registration.
- How do benefits for Guests work?
- Hosts may independently decide to offer benefits to Guests with a certain reputation, such as discounts, more flexible cancellation terms, or other perks. Benefits depend on the conditions set by the Hosts and do not constitute an automatic right guaranteed by TrustGuest. The availability and terms of individual benefits may therefore vary from Host to Host.
- Does TrustGuest guarantee that a user is ‘reliable’?
- No. Reviews and ratings on the platform represent users’ experiences and expressed assessments and should be regarded as reputation information. TrustGuest provides tools for sharing and consulting this information, but does not personally certify the future conduct of a Host or Guest.