Every reservation request submitted through Shortstay is subject to internal identity, documentation, eligibility, payment, operational, and security checks before final confirmation.
In accordance with its Terms of Use, internal policies, and applicable legislation, Shortstay may refuse, cancel, or block a reservation when it identifies inconsistent information, eligibility issues, security risks, suspected misuse of the platform, or conditions that prevent the reservation from being safely completed.
A reservation may not be approved in situations including, but not limited to:
incomplete, invalid, illegible, expired, or inconsistent documents;
inability to confirm the identity of the account holder;
use of another person’s account, documents, selfie, signature, payment method, or personal information without authorization;
discrepancies between registration information, documents, facial verification, signature, income information, or payment details;
declared or verified income that does not meet the eligibility requirements for the selected accommodation;
credit restrictions, outstanding obligations, or payment risk identified during the review;
suspected fraud, scam, chargeback risk, identity misuse, or attempts to circumvent platform rules or security restrictions;
repeated creation and cancellation of reservations or other activity that adversely affects property availability;
creation of duplicate accounts or use of third-party accounts to bypass an existing restriction;
abusive, threatening, discriminatory, fraudulent, or unsafe conduct toward customers, employees, partners, property owners, condominium staff, or other people;
previous reservation or account activity that conflicts with Shortstay’s Terms of Use or current eligibility requirements;
operational, legal, payment, property, condominium, or security conditions that prevent the reservation from being safely completed.
Submitting documents or completing the reservation process does not guarantee approval.
Shortstay may provide general information about the decision when this can be done safely.
However, to protect customers, properties, payment methods, and the platform, Shortstay may not disclose confidential details concerning:
internal risk criteria or eligibility scores;
fraud-prevention rules and security procedures;
verification methods or data sources;
internal alerts, controls, or system parameters;
information protected by commercial, industrial, security, or third-party confidentiality.
When correction is possible, Support may provide guidance, such as updating registration information, submitting a new document, or completing an additional verification through the app.
In other situations, the customer may only be informed that the reservation was not approved following internal review.
When applicable under data protection legislation, you may request a review of a decision made solely on the basis of automated processing of personal data.
A review request does not guarantee approval and does not require Shortstay to disclose confidential security controls, anti-fraud procedures, commercially sensitive information, or information concerning third parties.
To request clarification or review, contact Shortstay Support through the official service channels.
In some cases, yes.
When the issue involves incomplete information, an expired document, or another correctable inconsistency, Support may instruct you to update the information and submit it again through the app.
Submitting another request will result in a new review and does not guarantee approval.
Repeatedly creating reservations, opening duplicate accounts, using another person’s information, or attempting to bypass a restriction will not change the original decision and may result in additional account limitations.
Check whether your account information and submitted documents are complete, current, legible, and consistent.
If Shortstay requests a correction or additional verification, submit the requested information through the official app or channel indicated by Support. There is no need to create multiple reservations or open repeated support requests while the review is in progress.
The refusal, cancellation, or blocking of a reservation does not, by itself, constitute an accusation, personal judgment, or confirmation that fraud has occurred.
The internal review process exists to protect guests, property owners, properties, condominiums, neighbors, employees, partners, payment methods, and the security and proper operation of the Shortstay platform.
