Partner Quality Standards

C1. What are a Partner's responsibilities regarding content and listings?

Content and Listings

Partners provide all listing information and content to Blueground and are responsible for ensuring that such information is accurate, complete, and kept up to date. This can include descriptions, pricing, fees, photos, policies, and availability. Maintaining accurate listing content helps set clear expectations for Guests and supports a consistent and reliable booking experience. Blueground is not responsible for inaccuracies in Partner-provided listing content.

C2. What performance standards are Partners expected to meet?

To support a high-quality, reliable, and consistent Guest experience, Partners are expected to maintain the following operational and service standards across their listings.

Cleanliness, Readiness & Safety

Partners should ensure that each property is professionally cleaned prior to every Guest check-in, free of health hazards (such as mold or pests), and stocked with essential amenities.

Listings should meet basic hygiene expectations, including being free from dirty dishes, trash, pet hair, or significant dust. Laundry should be changed between bookings, and properties should be well maintained, with appliances and amenities in working condition. Furnishings are expected to be in good condition, structurally sound, and appropriate for extended residential use.

Partners are expected to perform and document periodic preventive maintenance checks at reasonable intervals to help ensure ongoing readiness throughout Guest stays. The internet connection should be stable and suitable for typical residential and remote-work use, and any known limitations affecting reliability or usability should be disclosed in advance.

In cases where repeated Guest complaints indicate issues related to cleanliness, readiness, or safety, Blueground may take action to help protect the Guest experience, including pausing payouts or removing listings from the Platform. If a property presents a material safety risk (for example, broken locks, exposed wiring, gas leaks, or severe pest infestation), Blueground may refund the Guest and terminate the stay immediately. In such cases, Blueground may recover any incurred costs from pending or future payouts to the Partner.

Listing Accuracy

Partners should ensure that all listing content accurately reflects the property provided to the Guest. Clear and accurate listings help Guests make informed booking decisions and reduce the likelihood of issues during a stay. Listing content includes, without limitation, descriptions, amenities, size, photos, and location details. In particular:

Booking terms (such as price and cancellation policies) should match what was agreed at the time of confirmation. Any changes to the details of a confirmed booking (including dates or price) may only be made with the prior consent of both Blueground and the Guest.
The address, unit layout, number of bedrooms and bathrooms, and any shared or common areas should be clearly described.
Partners should disclose any applicable building rules, access limitations, or known environmental factors (such as construction, noise restrictions, or shared access constraints) that may materially affect a Guest's stay, particularly for longer durations.
Any limitations on amenity access (for example, seasonal availability or restricted hours of pool area) should be clearly disclosed.
The use of AI or image-editing tools to misrepresent a property (such as hiding flaws or adding amenities that do not exist) is not permitted and may result in listing removal.

Guest Communication

Partners are expected to communicate with Guests in a timely, professional, and helpful manner. Responsive communication plays an important role in setting expectations, supporting smooth check-ins, and addressing issues that may arise during a stay.

As check-in approaches, or when time-sensitive issues arise during a stay (for example, access problems, reservation issues, or urgent maintenance concerns), timely responses are especially important; in these situations, Partners are expected to respond to Guest inquiries within one (1) hour during local daytime hours, as reasonably interpreted by Blueground. Partners are also responsible for ensuring that Guests are able to access the property at check-in without issues, including by providing valid keycodes and accurate directions.

For other Guest inquiries, responses should generally be provided within twelve (12) hours. In addition, Partners are expected to respond to Blueground within twenty-four (24) hours when coordination is required to help resolve Guest issues.

If a Partner does not respond within these timeframes, Blueground may step in to help resolve the issue based on the information available, which may include issuing refunds, facilitating early terminations, or canceling bookings where appropriate.

Reservation Integrity

Partners are expected to honor confirmed reservations, as reliable bookings are essential to creating trust and a positive experience for Guests. Partners should avoid canceling a booking except in limited circumstances where valid reasons apply (such as force majeure events or unexpected and material property damage that makes the accommodation unavailable). Blueground may request reasonable supporting information related to a cancellation at any time.

Cancellations may result in penalties, removal of listings, or other enforcement actions. To help address the impact that last-minute or avoidable cancellations can have on Guests, Blueground may withhold a portion of the total accommodation fee for Partner-initiated cancellations without valid reasons, as follows:

If a reservation is canceled 48 hours or less before check-in, or after check-in, a fee of up to 50% of the reservation amount for the nights not stayed could apply.
If a reservation is canceled between 48 hours and 30 days before check-in, a fee of up to 25% of the reservation amount could apply.
If a reservation is canceled more than 30 days before check-in, a fee of up to 10% of the reservation amount could apply.

The cancellation fees above will be calculated as a percentage of the non-refundable portion of the reservation as of the time of cancellation—up to the 30-day period following the cancellation date—rather than the entire reservation amount. These penalties also apply in situations where a Partner is deemed responsible for a cancellation due to conditions at the Listing that are materially different from how the Listing was described at the time of booking. In such cases, the Partner may be subject to the applicable fees and other consequences under this Policy, regardless of which party initiates the cancellation. Examples include, without limitation, double-booking a Listing, substituting a different property for the Listing booked by the Guest, or significant Listing inaccuracies that materially disrupt a Guest's stay (such as advertising a pool when no pool is available for Guest use).

Any applicable amounts may be deducted from the Partner's payout or future payouts.

Review Performance

Partners are expected to maintain a strong overall Guest rating and to avoid repeated low ratings. Guest reviews provide valuable feedback and help identify areas where improvements may be needed to better meet Guest expectations.

Blueground will monitor review performance and, where appropriate, reach out to Partners following low ratings to request clarification or supporting details. Partners are expected to respond to such requests within 24 hours to help Blueground better understand the circumstances and identify potential improvement opportunities.

Where review trends indicate that minimum quality standards are not being met over time, Blueground may take corrective actions, which could include coaching, listing removal, payout holds, or account suspension. Repeated or serious breaches (such as Guest safety issues, fraud, or gross misrepresentation) may result in immediate termination.

C3. What data protection and privacy responsibilities do Partners have?

Partners are expected to handle all Guest personal data responsibly and in compliance with applicable data protection and privacy laws, including, without limitation, the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and any other relevant local data protection regulations.

Guest information (including names, contact details, identification documents, payment details, and booking history) should be accessed, processed, or stored only to the extent reasonably necessary to fulfill the Partner's obligations under these Terms, such as preparing for Guest arrival, coordinating check-in, and responding to issues during a stay.

In particular, Partners are expected to:

Keep all Guest personal data confidential and secure;
Refrain from using Guest data for marketing, resale, or any purpose unrelated to the Guest's stay;
Share Guest data with third parties only where necessary to perform legitimate services under these Terms (such as cleaning or building management), and only subject to appropriate confidentiality obligations;
Comply with applicable Guest requests relating to access, correction, or deletion of personal data, where required by law;
Promptly notify Blueground in writing in the event of any data breach, unauthorized access, or loss of Guest personal data.

C4. What legal and regulatory requirements must Partners comply with?

Partners should ensure that their listings and related activities comply with all applicable laws and regulations. This includes, without limitation, local zoning requirements, business licensing obligations, rental and housing regulations, and applicable consumer protection laws.

Because legal and regulatory requirements may vary by location and may change over time, Partners are responsible for staying informed about the rules that apply to their listings. Partners are also expected to promptly notify Blueground of any changes in local laws or restrictions that could reasonably affect their listings or bookings.

C5. What identity and ownership information may Partners be asked to provide?

To help maintain trust and transparency on the Platform, Partners may occasionally be asked to provide documentation confirming their identity and their authorization to list and rent the relevant property. This may include proof of ownership or leasehold rights, government-issued identification, and, where applicable, business registration certificates. Providing accurate and up-to-date documentation helps ensure that listings are properly authorized and supports a reliable experience for Guests.

C6. What standards of conduct are Partners expected to follow?

Partners are expected to conduct themselves in a professional, lawful, and ethical manner when interacting with Guests, Blueground personnel, and third parties. Respectful communication and behavior are essential to maintaining a safe and welcoming environment on the Platform. Discriminatory, fraudulent, harassing, or abusive behavior is not permitted and may result in actions such as suspension or termination of the Partner's account and listings.

C7. What tax responsibilities do Partners have?

Partners are responsible for understanding and fulfilling any tax obligations that may apply to their activities under these Terms. This includes, where applicable, the collection, remittance, and reporting of taxes such as VAT, income taxes, and lodging or tourist taxes.

In certain jurisdictions, Blueground may collect and remit specific taxes on behalf of Partners. However, such collection does not relieve Partners of their responsibility to comply with all applicable tax laws and requirements.

C8. How are Guest conduct issues and property damage handled?

Guests are expected to treat Partner properties with care and respect during their stay. Partners may establish reasonable house rules, provided these are clearly communicated in the listing or during check-in.

In the event of Guest damage or misconduct, Blueground may, at its discretion, assist by facilitating communication or mediation between the Partner and the Guest. Unless a separate damage protection program has been explicitly agreed in writing, Blueground does not typically assist with recovering damages or enforcing payment on behalf of the Partner.

C9. How are Guest issues and resolutions handled on the Platform?

Guests may report issues relating to the accommodation at any time during their stay. If an issue can reasonably be resolved by the Partner, Blueground may provide the Partner with an opportunity to correct it. If an issue is not addressed in a timely manner, Blueground may issue refunds or offer alternative remedies at the Partner's expense. Blueground may request information, evidence, or clarification from either the Guest or the Partner to assess the situation. Partners must cooperate fully and promptly with Blueground in reviewing and addressing Guest issues. This includes, without limitation, responding to Blueground inquiries, providing evidence, granting access for repairs, and taking corrective action when requested. Blueground may, but is not obligated to, assist in resolving issues between Guests and Partners. Any assistance provided by Blueground is at its sole discretion, and Blueground may modify or adapt its resolution practices from time to time without prior notice.

If Blueground elects to assist, the Partner authorizes Blueground to:

evaluate the issue based on available information,
determine whether a remedy is appropriate,
decide the form and amount of any refund, adjustment, or other remedy,
deduct applicable amounts from the Partner's payout or future payouts.

Blueground's determination is final for the purposes of the Platform.

Where Blueground determines that the accommodation is materially unsuitable or unavailable, Blueground may relocate the Guest or provide alternative accommodation. If the Partner is responsible for the issue, the Partner agrees to bear the associated relocation or refund costs. The specific steps Blueground may take to evaluate or resolve Guest issues are not fixed, may vary by case, and may evolve over time. Blueground may implement new processes, escalation paths, or service standards without updating these Terms.

Unresolved issues, repeated complaints, or serious deviations from listing accuracy or accommodation standards may impact the Partner's performance score, payout timing, listing visibility, or continued eligibility to participate in the Platform. Blueground's involvement in a Guest issue does not relieve the Partner of any obligations under these Terms, including accuracy, safety, habitability, and readiness of the accommodation.