Eligibility Requirements
To remain eligible for Host Damage Protection, hosts may be required to:
• Maintain an active Hookhub account in good standing
• Complete any requested identity verification processes
• Provide accurate and truthful listing information
• Comply with all Hookhub Terms of Service, Host Rules, and Trust & Safety policies
• Maintain safe and lawful hosting practices
• Complete a minimum number of successful bookings or stays
• Maintain positive guest reviews and platform standing
• Cooperate fully with any investigation or documentation requests related to a claim
Hookhub reserves the right to determine eligibility for Host Damage Protection on a case-by-case basis.
New Host and High-Risk Booking Restrictions
For fraud prevention, risk management, and platform safety purposes, Hookhub may limit, delay, reduce, or deny Host Damage Protection eligibility for:
• Newly created host accounts
• Hosts with limited booking history
• First-time bookings or first-time guests
• High-risk or suspicious booking activity
• Related-party bookings
• Self-bookings
• Bookings involving friends, family members, employees, business associates, or other known affiliates of the host
• Listings or accounts under investigation
• Accounts with prior policy violations, disputes, or suspicious activity patterns
Hookhub may require additional verification, documentation, or booking history before protection benefits become available.
Claim Documentation Requirements
To qualify for consideration under Host Damage Protection, hosts may be required to provide sufficient evidence supporting the claim, including but not limited to:
• Timestamped before-and-after photographs
• Proof that the damage occurred during the guest's stay
• Repair estimates, invoices, receipts, or replacement documentation
• Communication records related to the incident
• Any additional information reasonably requested by Hookhub
Failure to provide requested documentation may result in denial of the claim.
Claims must be submitted within the timeframe specified by Hookhub after the booking ends or the damage is discovered.
Exclusions and Limitations
Hookhub reserves the right to deny any claim that, in its sole discretion:
• Appears fraudulent, misleading, exaggerated, or abusive
• Involves pre-existing damage or ordinary wear and tear
• Cannot be reasonably verified
• Violates Hookhub policies or applicable laws
• Results from intentional acts, collusion, or misuse of the platform
• Involves unauthorized guests, off-platform payments, or prohibited activities
Participation in Host Damage Protection may be modified, limited, suspended, or revoked at any time for any account, listing, booking, or claim deemed to present elevated risk to the platform or community.
No Guarantee of Coverage
Host Damage Protection is provided at Hookhub's discretion and may be changed, suspended, or discontinued at any time without notice. Submission of a claim does not guarantee approval, reimbursement, or payment.
Hookhub retains sole authority to determine claim eligibility, required documentation, reimbursement amounts, and final claim outcomes.
Renter Cancellations Before Check-In
• If a renter cancels 30 or more days before check-in, they may be eligible for a full refund of rent paid, minus non-refundable Hookhub service fees, screening fees, payment processing fees, or other disclosed non-refundable charges.
• If a renter cancels 15 to 29 days before check-in, they may be eligible for a refund of 50% of the first month's rent. The remaining 50% of the first month's rent may be paid to the host for blocked calendar time and lost booking opportunity.
• If a renter cancels 0 to 14 days before check-in, the first month's rent is non-refundable. Any prepaid rent beyond the first month may be refunded unless otherwise stated in the listing, booking terms, or written agreement.
• If a renter does not arrive, does not communicate with the host or Hookhub, and does not begin the stay within 24 hours after the scheduled check-in time, the booking may be treated as a no-show.
Arrival Protection Window
Renters have 72 hours after check-in to request assistance, rebooking, or refund review for serious, material issues that were not disclosed before booking and substantially affect their ability to use the space.
• The property is materially different from the listing.
• Advertised hookups are unavailable, including electric, water, sewer, or other listed utility access.
• The booked space is unavailable, inaccessible, unsafe, or unusable.
• The host fails to provide access to the property or space.
• The location is materially misrepresented.
• The site cannot legally be used for the booked stay because of a host-side or property-side issue.
• The host requires materially different terms after arrival that were not disclosed before booking.
• The RV space size, access, driveway, grade, or terrain makes the site unusable for the renter's disclosed RV, despite the listing representing that the RV would fit.
• A serious undisclosed condition materially affects the stay, such as unsafe animals, blocked access, hazardous debris, non-working required utilities, or undisclosed construction that prevents normal use.
Arrival Protection does not apply to minor inconveniences, personal preferences, change of plans, failure to read listing details, normal rural or outdoor conditions, undisclosed renter equipment, or renter violations of host rules, Hookhub policies, or local requirements.
Host Opportunity to Cure
When an issue can reasonably be corrected, Hookhub may give the host an opportunity to fix the issue before issuing a refund. Unless the issue involves immediate safety, access, legal use, or complete utility failure, the host may be given up to 24 hours to respond or begin resolving the issue and up to 48 hours to complete a reasonable fix.
After Check-In Cancellations
After the Arrival Protection Window ends, long-term bookings follow a 30-day cancellation responsibility period. If a renter cancels after check-in for reasons not covered by the policy, the host is entitled to payment for all nights already stayed plus 30 additional nights after the cancellation date. If fewer than 30 nights remain in the booking, the host is entitled to the remaining booking amount.
Host Cancellations and Host Rights
If a host cancels before check-in or cannot provide the booked space, the renter is generally entitled to a full refund of amounts paid for the booking. Repeated, avoidable, or unjustified host cancellations may result in listing review, calendar restrictions, payout holds, listing suspension, or removal from Hookhub.
A host may cancel or request removal of a renter without penalty if:
• The renter misrepresented RV size, RV condition, vehicle count, pets, guests, or intended use.
• The renter fails required identity verification, screening, or background check where applicable.
• The renter refuses to comply with property rules.
• The renter creates safety, nuisance, sanitation, legal, payment, or property damage concerns.
• The renter brings unauthorized animals, guests, vehicles, trailers, equipment, or business activity.
• The renter uses the property for illegal, dangerous, or undisclosed purposes.
• The renter threatens, harasses, intimidates, records, photographs, or confronts the host or others in violation of Hookhub policy.
• The renter refuses to leave after a booking is canceled, expired, or terminated according to applicable terms.
If a host cancels because of renter misconduct, the renter may not be eligible for a refund.
Documentation, Privacy, and Safety
Hookhub may request documentation to resolve disputes, damage claims, refund requests, host complaints, renter complaints, or safety concerns. All users must collect evidence safely, respectfully, and legally.
• Photos of the specific property condition.
• Photos of utility connections or missing hookups.
• Short videos of access issues, blocked roads, utility failure, or site conditions.
• Screenshots of Hookhub listings, messages, or booking details.
• Written statements.
• Receipts, estimates, repair invoices, or official notices.
• Police reports or incident reports.
• Host or renter confirmation in writing.
Evidence should document the condition, not the person. Users should avoid recording people, private conversations, occupied RVs, homes, bathrooms, private areas, children, neighbors, or bystanders except where legally allowed and necessary for immediate safety.
Platform Abuse Prevention
Hookhub may review accounts for abuse of the cancellation, refund, damage, or dispute process. Hookhub may respond to abuse by denying refunds, withholding payouts, removing listings, restricting accounts, requiring additional verification, or banning users from the platform.
