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Listing Quality Standards

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The document “Listing Quality Standards” is shown in English, which is the binding version. Bulgarian translation

These Listing Quality Standards are drawn up in English, and the English text is the only authentic version. A Bulgarian translation is provided for convenience; in the event of any discrepancy, the English text prevails. Neither that translation nor any other, including an automatic translation by your browser, has legal effect of its own. This does not derogate from any mandatory rule of law on the language in which information must be provided to you.

Ostany

Version: 1.0

Date of publication: [date]

Effective date: [date]

These Standards form an integral part of the Host Terms (Article 2(3) and Article 18 thereof) and are amended in accordance with Article 53 thereof, on notice of at least 30 days in advance.

They set out the minimum requirements applicable to the content of Listings and to the service provided to Guests. Failure to comply with them constitutes grounds for measures under Article 41 of the Host Terms, subject to the procedure under Article 42 and with a right of challenge under Article 45.

1. Content of the Listing

1.1. Mandatory information

Each Listing contains:

  1. Type of accommodation: an entire property, a private room or a shared space;

  2. Location: the town or village, the neighbourhood and the approximate position on the map; the exact address is disclosed to the Guest after the Booking is confirmed;

  3. Registration Number: under Articles 12–14 of the Host Terms and, for properties in the Hellenic Republic, the Α.Μ.Α. (Αριθμός Μητρώου Ακινήτου / Arithmos Mitroou Akinitou, property registry number) or the ΜΗ.Τ.Ε. (Μητρώο Τουριστικών Επιχειρήσεων / Mitroo Touristikon Epicheiriseon, the Greek register of tourism enterprises) number under Article 13(4);

  4. Capacity: maximum number of guests, number of bedrooms, number and type of beds, number of bathrooms;

  5. Area of the property in square metres;

  6. A full list of the amenities, including heating, cooling, internet, kitchen equipment, washing machine, parking, lift;

  7. Price and all mandatory fees;

  8. Cancellation Policy;

  9. Property rules: check-in and check-out times, quiet hours, smoking, pets, events, minimum age;

  10. Accessibility conditions: number of steps to the entrance, availability of a lift, width of the doorways, and whether the property is accessible to persons with reduced mobility;

  11. Circumstances capable of materially influencing the Guest's decision: ongoing construction works in the building or in its immediate vicinity, significant sources of noise, absence of a lift on a high floor, restricted access to the property during certain hours;

  12. Monitoring devices: the presence, location and coverage of every video surveillance or audio recording device in and around the Property, including in the common parts; monitoring devices in interior spaces are absolutely prohibited under section 1.2, point 1.

1.2. Absolute prohibitions

The following are prohibited:

  1. the presence of video surveillance or audio recording devices in interior spaces (bedrooms, bathrooms and toilets), even where they are disclosed;

  2. the concealment of material circumstances referred to in section 1.1, point 11;

  3. stating an incorrect location, capacity or set of amenities;

  4. the inclusion, in the free text of the description, of telephone numbers, e-mail addresses, links to external sites or instructions for booking outside the Platform; this is without prejudice to the contact details of a Business Host displayed in the field provided for that purpose in accordance with Article 8 of the Host Terms;

  5. the publication of a duplicate Listing for the same property.

1.3. Description

  1. The description is not less than 400 characters in length and may be provided in any language in which the Platform is offered. Where a translation is available, the Platform shows Guests who use the Platform in another language an automatic translation of the description into that language, labelled as such.

  2. The wording is specific and verifiable. Expressions such as "in the centre", "a stone's throw from the beach" or "panoramic view" are permitted only where they correspond to reality and are supported by a photograph or by the position on the map.

  3. The description does not contain discriminatory requirements or preferences on the grounds listed in Article 39(4) of the Host Terms.

2. Photographs

2.1. Minimum requirements

Requirement Value
Minimum number of photographs 8
Minimum resolution 1600 × 1200 pixels
Orientation Landscape for the main photograph
Rooms that must be covered Every bedroom; every bathroom; the kitchen or kitchenette; the living room; the entrance or façade; the view from a window, where it forms part of what is offered

2.2. Authenticity rules

  1. The photographs are taken in the property itself and reflect its current condition.

  2. Adjustment of brightness, contrast and colour balance is permitted. Editing is not permitted where it alters the dimensions of the rooms, removes or adds objects, conceals defects or creates a misleading impression as to the view, the area or the furnishings.

  3. Catalogue photographs, photographs taken from the internet and photographs of another property are not permitted.

  4. Photographs in which third parties are identifiable are published only with their consent.

  5. The photographs are updated upon every material change to the property; in the absence of any change, the Host confirms that they remain current once every 24 months.

2.3. Verification

The Platform may compare the published photographs against databases of known images and against other listings on the Platform. Where a match is found, the Listing is suspended pending clarification.

3. Service standards

3.1. Indicators

Indicator Requirement Measurement period
Response time to an enquiry or a request Not more than 24 hours The last 90 days
Response rate for enquiries and requests Not less than 90 % The last 90 days
Acceptance rate for booking requests Not less than 80 % The last 90 days
Cancellation rate for cancellations by the Host without a valid reason Not more than 2 %, where there are not less than 20 bookings in the measurement period The last 12 months
Calendar accuracy Updated within the last 30 days or synchronised automatically Current
Average review score Not lower than 3.5 out of 5 The last 20 reviews
Substantiated Booking Issue reports Not more than 3 % of bookings The last 12 months

3.2. How the indicators are measured

  1. The indicators are calculated automatically and are visible to the Host at any time in the Host's account, together with the measurement period and the base on which they have been calculated.

  2. An indicator is calculated only where there are not less than 10 events in the measurement period. Where the number is lower, the indicator is not used as a basis for imposing measures.

  3. Cancellations and unanswered enquiries attributable to a technical failure of the Platform or to a circumstance falling under section 6 of the Cancellation Policy are not counted and are excluded from the calculation at the Host's request.

4. Condition of the property

  1. The property is handed over clean and in good working order, corresponding to the description and to the photographs.

  2. Clean bed linen and towels are provided for each guest.

  3. All advertised amenities are in working order at the time of check-in. Where a fault arises before check-in, the Host notifies the Guest immediately and proposes a solution.

  4. The property complies with the safety requirements under the law applicable at the place where it is located. For properties in the Hellenic Republic, Article 15a of the Host Terms applies.

  5. Clear access instructions and contact details valid throughout the stay are provided.

5. Consequences of non-compliance

5.1. Graduated measures

Level When Measure
1. Notice A first deviation in respect of any indicator or requirement Written notice stating the specific deviation and a period for remedying it
2. Lowered ranking A deviation not remedied within the period granted Lowering of the position in search results, with notice
3. Suspension of the Listing A material deviation or a third notice within 12 months The Listing is hidden until the non-compliance is remedied
4. Restriction of the account Systematic non-compliance Restriction of the ability to create new Listings
5. Termination A material or repeated breach under Article 43(2)(2) of the Host Terms Termination of the contract

5.2. Immediate measures without graduation

(1) The following breaches result in immediate suspension of the Listing or termination of the contract, without prior notice:

  1. a monitoring device in an interior space;

  2. a property that does not exist or to which the Host has no right to admit guests;

  3. fraud or attempted fraud;

  4. a false declaration of trader or private individual status;

  5. an order of a competent authority.

(2) Where a Registration Number is falsely declared or missing, the measure is only immediate suspension of the Listing, without prior notice. Termination of the contract is permissible only where the Registration Number has been withdrawn or where the non-compliance is not remedied within the reasonable period under Article 14(2)(2) of the Host Terms.

(3) A suspension under paragraphs 1 and 2 is accompanied by a reasoned decision under section 5.3 and may be challenged in accordance with Article 45 of the Host Terms.

5.3. Procedural safeguards

  1. Every measure is accompanied by a reasoned decision under Article 42 of the Host Terms, stating the specific indicator or requirement, the deviation established, the measurement period and whether automated means were used.

  2. A measure resulting in suspension or termination is not imposed definitively solely by automated means without the possibility of human review.

  3. Every measure may be challenged in accordance with Article 45 of the Host Terms, within six months.

  4. Where the non-compliance is remedied, the measure is lifted without undue delay and the ranking is restored.

6. Amendment

(1) These Standards are amended in accordance with Article 53 of the Host Terms, on notice given on a durable medium at least 30 days before entry into force.

(2) Where the amendment requires technical or organisational adaptations, the period is extended as necessary.

(3) An amendment introduced without observing that period is null and void (Article 3(3) of Regulation (EU) 2019/1150).

(4) Archive of previous versions: [link].