This Guest Policy governs the rights, responsibilities, conduct standards, and dispute mechanisms applicable to all guests using the Bayut Daily Rentals Platform (“Platform”) to search, book, or stay in short-term rental Units. This Policy applies to all bookings, payments, communications, stays, complaints, reviews and disputes.
1. GUEST ELIGIBILITY & ACCOUNT REQUIREMENTS
1.1 Eligibility
To use the Platform, a Guest must:
- Meet the legal age requirement under KSA law
- Have legal capacity to enter into binding agreements
- Provide accurate and truthful information
- Not be previously suspended or permanently banned
1.2 Identity Verification (KYC)
Bayut may require:
- Government ID verification
- Phone number verification
- Payment verification
- Additional documentation for regulatory compliance
Failure to comply may result in booking cancellatioN.
2. BOOKINGS & PAYMENT OBLIGATIONS
2.1 Booking Confirmation
A booking is confirmed only when:
- Full payment is successfully processed
- Confirmation is issued by the Platform
Until confirmation is issued, availability is not guaranteed.
2.2 Payment Rules
Guests must:
- Pay the full booking value upfront
- Use approved payment methods
- Not attempt off-platform payments
Cash payments or private transfer arrangements outside the Platform are strictly prohibited.
2.3 Pricing Transparency
Booking value may include:
- Nightly rate
- Taxes (if applicable)
- Platform charges
Security deposits are separate and handled directly by Hosts.
3. SECURITY DEPOSITS
3.1 Nature of Deposits
Security deposits:
- Are determined by the Host on Property Type
- Are collected directly by the Host
- Are not held by Bayut
3.2 Deduction Conditions
Deposits may only be used for:
- Verified damage
- Missing items
- Excessive cleaning due to misuse
Unjustified deductions may be reviewed under dispute procedures.
4. CHECK-IN, STAY & CHECK-OUT OBLIGATIONS
4.1 Check-In Requirements
Guests must:
- Arrive within designated time window
- Present identification where required
- Follow check-in instructions
Check-in related issues must be reported within one (1) to two (2) hours of entry.
4.2 Conduct During Stay
Guests must:
- Respect house rules
- Comply with occupancy limits
- Avoid noise disturbances
- Comply with KSA laws
- Respect neighbors and building policies
4.3 Prohibited Activities
Guests may not:
- Host unauthorized parties or events
- Engage in illegal activities
- Bring unauthorized occupants
- Sublet the Unit
- Tamper with surveillance or safety systems
- Conduct commercial filming without permission
Violation may result in:
- Immediate booking termination
- Deposit forfeiture
4.4 Check-Out Obligations
Guests must:
- Vacate by the designated time mentioned on booking
- Return keys/access devices
- Leave the Unit in reasonable condition
Failure may result in additional charges.
5. DAMAGES & LIABILITY
Guests are responsible for:
- Damage caused during the stay
- Damage caused by accompanying persons
- Breach of house rules
Damage must be reported immediately. Failure to report may impact dispute eligibility.
6. CANCELLATION & REFUNDS
Cancellation eligibility depends on:
- The Host-selected cancellation policy
- Timing of cancellation
- Applicable dispute validation
Refund outcomes may be:
- Full refund
- Partial refund
- No refund
Refunds will not exceed the total amount paid.
7. COMPLAINTS & DISPUTE REPORTING
7.1 Reporting Timeline
To be actionable:
- Check-in issues must be reported within 1 hour
- Mid-stay issues must be reported as soon as reasonably practicable within the stay timelines
Late reporting may limit eligibility for refunds.
7.2 Valid Complaint Grounds
Examples include:
- Unit uninhabitable
- Host refusal to handover
- Substantial listing misrepresentation
- Missing essential amenities
- Cleanliness below hospitality standards
Preference-based dissatisfaction does not automatically qualify for refunds.
7.3 Evidence Requirement
Guests must provide:
- Time-stamped photos/videos
- Platform messages
- Relevant documentation
Verbal claims alone are insufficient.
8. DISPUTE CLASSIFICATION FRAMEWORK
Disputes may be classified as:
P0 – Critical: Safety risk, fraud, unlawful refusal of access
P1 – Material: Significant mismatch or essential amenity failure
P2 – Non-Critical: Preference-based or minor issues
9. GUEST CONDUCT & NON-DISCRIMINATION
Guests must:
- Communicate respectfully
- Avoid harassment or coercion
- Not retaliate via reviews
- Not threaten Hosts
Abusive behavior may lead to immediate suspension.
10. REVIEWS & RATINGS
Guests may:
- Submit reviews within 10 days post check-out
- Provide honest feedback
Guests may not:
- Fabricate complaints
- Submit defamatory content
- Share personal data in reviews
- Manipulate ratings
Bayut may moderate reviews that violate policy.
11. FRAUD, MISUSE & ABUSE
Prohibited conduct includes:
- False damage claims
- False complaints
- Use of stolen payment methods
- Review manipulation
- Multiple accounts
- Intentional property damage
- Off-platform payment attempts
Enforcement may include:
- Refund denial
- Account suspension
- Permanent termination
- Reporting to authorities
Strike escalation may apply.
12. LIMITATION OF PLATFORM ROLE
Bayut:
- Acts solely as a marketplace facilitator
- Is not a property manager
- Does not physically inspect Units
- Does not guarantee property condition
- Does not insure stays
- Does not provide emergency services
Guests must contact local emergency services for immediate danger.
13. ACCOUNT SUSPENSION & TERMINATION
Grounds include:
- Fraud or abuse
- Repeated misconduct
- Policy violations
- Illegal activity
Termination may be immediate in severe cases.
14. FORCE MAJEURE
Cancellations arising from:
- Government restrictions
- Natural disasters
- Public health emergencies
shall be assessed in accordance with applicable policy and law.
15. POLICY AMENDMENTS
Bayut may amend this Policy at any time; continued use of the Platform constitutes acceptance.