ConsuStay is built on trust between Hosts and Guests. These Guidelines describe the behavior we expect and the conduct we prohibit. They apply to all Users and to all activity on the Platform. Violations can lead to enforcement action, up to and including permanent removal, as described in Section 8 and the Terms.
1. Our core principles
Be honest, be respectful, keep people safe, and follow the law. Treat Hosts, Guests, neighbors, and our team the way you would want to be treated.
2. Prohibited conduct
You must not:
- Break the law or use the Platform to facilitate illegal activity.
- Commit fraud or deception — fake Listings, fraudulent Bookings, stolen payment methods, or false claims and disputes.
- Create fake or multiple accounts, impersonate others, or misrepresent your identity or authority.
- Harass, bully, threaten, or intimidate any person.
- Engage in hate speech or discrimination based on race, color, national origin, religion, sex, gender identity, sexual orientation, disability, age, or other protected characteristics, consistent with U.S. and Mexican anti-discrimination law.
- Promote or threaten violence.
- Post adult or sexual content, and never anything that exploits or endangers a minor. Child sexual exploitation is strictly prohibited and will be reported to authorities.
- Send spam or manipulate the Platform (fake reviews, review coercion, ranking manipulation).
- Infringe intellectual property — see the Copyright & DMCA Policy.
- Post misleading Listings or information, including inaccurate photos, amenities, pricing, or availability.
- Abuse payments or circumvent the Platform, including taking Bookings or payments off-platform after connecting through ConsuStay.
- Violate others’ privacy — no doxxing, surveillance, or sharing another person’s data without permission. Undisclosed cameras inside a Listing are prohibited.
- Attack Platform security — no scraping without authorization, hacking, malware, or interference with the Platform.
- Misuse AI-generated content — do not use AI tools to create deceptive Listings, fake reviews, or content that violates these Guidelines.
3. Expectations for Hosts
- Keep Listings accurate and current, including photos, pricing, amenities, and availability.
- Provide a safe, clean, and habitable accommodation that meets Applicable Law and matches the Listing.
- Honor confirmed Reservations and communicate promptly with Guests.
- Do not discriminate against Guests in violation of Applicable Law.
4. Expectations for Guests
- Treat the property, the Host, and neighbors with respect, and follow the Host’s house rules.
- Respect occupancy limits; no unauthorized parties, events, or visitors.
- Leave the property in reasonable condition and report issues promptly.
- You are responsible for everyone in your party and any visitors you allow.
5. Reviews
Reviews must reflect a genuine experience, be truthful and relevant, and avoid offensive, discriminatory, or abusive language. Do not review your own Listing, trade or coerce reviews, or otherwise manipulate ratings.
6. Reporting violations
If you see conduct that violates these Guidelines or presents a safety concern, report it through the Platform’s reporting tools or contact support@consustay.com. Report in good faith; knowingly false reports are themselves a violation. In an emergency, contact local emergency services first.
7. How we enforce
We aim to apply enforcement that is proportionate to the conduct. Depending on severity and history, we may:
- Issue a warning;
- Remove or restrict Content or a Listing;
- Limit Account features or visibility;
- Suspend the Account temporarily; or
- Permanently ban the User and terminate the Account.
We may take immediate action, including suspension, where necessary to address fraud, safety risks, or legal obligations. Enforcement is carried out consistent with Applicable Law, including any notice rights that Mexican consumer law provides.
8. Appeals
If your Content, Listing, or Account is restricted and you believe it was a mistake, you may appeal by contacting support@consustay.com and explaining why. We will review appeals in good faith and respond within a reasonable time. Some decisions — for example, those involving fraud, safety, or legal requirements — may be final.
9. Changes and contact
We may update these Guidelines as the Platform evolves. Questions: support@consustay.com.