Terms of Service

1. Subject matter of the service

TrustGuest (TrustGuest.app) is a bilateral reputation platform for the non-hotel accommodation sector, operated by 1Site di Antonini Umberto, VAT No. 17449421001, Via O. Respighi, Guidonia (RM). The service allows registered Hosts and Guests to publish and consult reciprocal reviews, replies and informational reports relating to stays. TrustGuest is not a booking portal, is not a payment service and is not a booking intermediary between Hosts and Guests.

2. Who may use TrustGuest

The service is reserved for adults who use non-hotel accommodation as Hosts or Guests. Use is personal: registration or operation on behalf of third parties is not permitted without entitlement to do so.

3. Registration and account

Registration takes place with email and password or through sign-in with Google. Operational activation of the account requires separate acceptance, through unticked checkboxes, of these Terms and the Privacy Policy; without both acceptances, the account cannot use the platform functions. The user is responsible for the truthfulness of the data provided and for safeguarding their credentials.

4. Public ID

The system assigns each user a personal public identifier in the H- (Host) or G- (Guest) format. The ID is the identifier by which the user is visible to other users, is not transferable and remains associated with the account for as long as it exists; upon account deletion, the identifier is released according to the current operation of the service.

5. User responsibility

The user is solely responsible for the content they publish and their use of the service. They undertake to use TrustGuest in good faith, in compliance with the law, third-party rights and these Terms.

6. Review rules

Reviews must:

• relate to a stay that actually took place;
• be based on the writer’s personal experience;
• be relevant to the stay and the Host/Guest relationship;
• be truthful in good faith;
• not contain unnecessary personal data of third parties;
• not contain threats, insults, discrimination or unlawful content;
• not be used as a means of retaliation or pressure.

7. Replies

A review recipient may publish a public reply, visible to those viewing the profile. Replies are subject to the same content rules as reviews.

8. Red Flag

A Red Flag is an informational report that a Host may attach to a review under the conditions provided for by the service. It must be used in good faith and must not be used for retaliatory purposes. It does not automatically result in blocking, suspension or deletion of the reported Guest’s account.

The Guest concerned is informed of the report and has 72 hours to dispute it. If disputed, the administration examines the case and may request clarification or documentation from the parties. The procedure ends with the Red Flag being retained or removed. Only a retained Red Flag may have the visibility provided for by the service, for an application-defined duration of 90 days from the confirmation date.

9. Stays and truthfulness of experiences

Published ratings must correspond to experiences actually lived. Publishing reviews relating to stays that never took place, or intentionally false reviews, constitutes a breach of these Terms.

10. Prohibited content

Offensive, defamatory, discriminatory, threatening, sexually explicit, unlawful, misleading, advertising or irrelevant content is prohibited, as is the publication of third-party personal or contact data without necessity and a legitimate basis.

11. Reports and moderation

Users may report content they believe breaches these Terms through the channels available in the service. The administration may assess, moderate and remove content that breaches the Terms or the law.

12. Disputes

A review or Red Flag considered non-compliant may be disputed. A dispute does not automatically remove the content: moderation decides on the basis of the available evidence and may confirm, modify or remove the content. The right to reply always remains available.

13. Benefits and advantages

TrustGuest may offer users additional functions or benefits linked, for example, to reputation, role, participation in the Community (Community Points) or access to functions such as AI Travel, based on the current application rules. Benefit requirements and access arrangements may change as the service evolves, and benefits may be suspended if these Terms are breached.

Premium is permanently granted to all current and future accounts under the platform’s current conditions. It has no expiry and does not depend on Community Referral invitations. The administration retains the right to deactivate it in the event of a breach of these Terms or the Community Rules.

14. External reputation verification

The Host may voluntarily request verification of their reputation on Booking.com, Airbnb, Google or Tripadvisor by providing the public reference or link for their property or profile. TrustGuest performs manual verification and the outcome may be approved or rejected; a request may be rejected when the data cannot be adequately verified.

An approved verification may show the platform, property or listing name, verified score, number of reviews and verification date. The data represent external reputation as at the verification date, do not modify the TrustGuest TrustScore and are not equivalent to general certification of the property or Host.

At least 10 available Community Points are required to submit a request. Points are deducted only upon administrative approval; no deduction is made upon rejection. At least 3 months must have elapsed since the last approved verification before a new request.

15. Community Points

Community Points are internal indicators of participation in the Community. They have no monetary value, are not money, cannot be converted into money and are not transferable. They do not constitute TrustScore and do not modify TrustScore, Stay Reliability or Host Service.

Points may be awarded for valid participation activities, including: a valid confirmed referral (2 points to the inviter and 2 one-off welcome points to the invited person, unrelated to reviews), and 1 point each for a valid completed stay, a Guest review, a reply to a review, a Guest → Host rating and a Host → Guest rating. They determine access to certain Community benefits or functions under the current application rules; some benefits may require spending points.

Public Mini Site. The Host may permanently unlock the Mini Site and Widget using 3 Community Points.

Embeddable Widget. The Widget may be integrated into the Host’s external website through the HTML embed code made available by TrustGuest, using the methods supported by the platform.

Displayed data. The information and indicators shown on the Mini Site and Widget depend on the data available on TrustGuest and must be interpreted according to the platform’s reputation rules and limitations.

AI Travel Planner. 10 Community Points allow the Guest to generate a Travel Plan, with one revision included.

Using Community Points does not modify TrustScore, Stay Reliability or Host Service.

Ambassador. Ambassador recognition is purely symbolic and is awarded upon reaching 10 valid confirmed referrals. It entails no additional points, Premium benefits, discounts or other privileges. Operational details are described in the Community Rules.

16. Artificial intelligence-based functions

“Improve with AI”. The user may voluntarily activate this function: the draft review text may be processed by an external AI service that produces a proposed rewording. The proposal is not published automatically, and it remains the user’s responsibility to decide whether and how to use it.

AI Travel / Travel Plan. The Guest may request a personalised Travel Plan. Generating a Travel Plan requires 10 Community Points and includes one revision. The system uses information entered by the Guest and features declared by Hosts to suggest Hosts compatible with the indicated needs. The Travel Plan is for guidance only: it is not a booking, confirmation of availability or intermediary service. TrustGuest does not guarantee the Host’s availability, prices, services or conditions; any subsequent relationships between Guest and Host are independent of TrustGuest.

17. Suspension, restriction and bans

In the event of a breach of the Terms or the law, or for Community security and integrity needs, the administration may adopt proportionate measures such as restriction, suspension or deletion of the account, or a ban. In particular, the following are provided for:

• when an account is deleted by the administration for violations, a 90-day email block;
• a temporary 30-day administrative ban;
• an indefinite administrative ban, as a measure of last resort reserved for the most serious cases, without prejudice to the data subject’s ability to request review through support channels.

While the measure is in effect, registration or operation using the same email may be prevented.

18. Account deletion

The user may delete their account at any time from the reserved area. Voluntary deletion removes the account and linked data under the current implementation, including reviews written and received and their replies, and does not place the email on a blacklist. Some categories of data may remain: these are described in the Privacy Policy.

Inactivity. After 10 months without valid sign-ins, the profile is indicated as “Inactive”. Where provided for, the user receives an email notice 7 days beforehand. A new valid sign-in restarts the count and removes the indication. Inactivity does not automatically delete the account or data and does not modify reputation indicators.

19. TrustGuest’s role and responsibility

TrustGuest provides reputation and information-sharing tools between Hosts and Guests, but does not certify users’ reliability, identity, solvency, future behaviour or integrity. Published information comes from users and must be assessed by those consulting it under their own responsibility. TrustGuest is not a party to the contractual relationship between Host and Guest, is not a booking portal, booking intermediary or payment service, and is not responsible for user-published content, without prejudice to statutory obligations.

20. Service availability

The service is provided as is and may be subject to interruptions, maintenance or updates. Continuous and uninterrupted availability of the platform is not guaranteed.

21. Intellectual property

The TrustGuest name, logo, graphics and software belong to the service operator and may not be reproduced without authorisation. Published content remains the user’s property; the user grants TrustGuest the right to host and display it within the platform for the purposes of the service.

22. Changes to the Terms

These Terms may be updated to reflect developments in the service or legislation. The last update date is indicated at the top of the page.

Changes requiring new acceptance must be explicitly accepted by the user through the “I accept” button. Simply browsing or continuing to use the service does not constitute acceptance.

If acceptance is not given, access to the account’s reserved functions remains blocked, without automatic deletion of the account or data.

23. Applicable law

The service is operated by an entity established in Italy and these Terms are governed by Italian law, without prejudice to mandatory consumer protection provisions. The determination of the competent court is not governed here and is left to applicable law.

24. Contacts

1Site di Antonini Umberto — VAT No. 17449421001 — Via O. Respighi, Guidonia (RM). Support: assistenza.1siteweb.it.