TRUST & SAFETY: Your safety is our priority

We're dedicated to providing a safe and secure marketplace for travelers, owners and property managers, and we're here to support you whenever you have questions or need a hand.


GUEST



TRUST:

Book with Confidence

San Pancho Life verifies each property and owner so that you can be assured that any property advertised on San Pancho Life will be of the highest quality.

Reviews

San Pancho Life offers reviews from travelers like you that help match you with the perfect home for your needs. After your stay, both you and the homeowner will be able to review your experiences. 

Reporting Misconduct

If an owner has acted inappropriately or made you feel unsafe, San Pancho Life will help with rebooking support and will investigate your case to determine if our policies have been violated. Contact us if you need assistance or wish to submit a complaint. In case of emergency, immediately contact the appropriate authorities.


SECURITY:

Secure Communication

Always communicate with the owner through San Pancho Life's secure, private messaging platform, which protects you from phishing and identity theft. You should never be asked to wire funds or send money directly to owners outside of San Pancho Life's booking and messaging channels.

Privacy

Owners and travelers transact securely in the San Pancho Life marketplace - invasion of privacy is not tolerated.


SUPPORT:

Customer Support

You can contact us through our 'Contact Us' or by email. We are here to assist you with any needs or concerns you may have.

Trip Protection

San Pancho Life helps you with trip rebooking in the event of certain unexpected circumstances, and we encourage you to purchase Trip Protection. If you have not left for your trip and are unsure if it is safe to travel, please reach out to the owner and check government travel warnings.

Traveling Responsibly

We advise travelers to comply with local laws and regulations and be considerate of area residents and the neighborhood in which they're staying. Our community is built on respect and inclusion, and we expect all our members to behave in a neighborly way toward one another.

Disaster Support

In the event of a disaster, we strongly recommend that you contact the property owner or manager to confirm that your destination is safe and the property is still available for your stay. Please follow recommendations from local authorities. If you purchased travel insurance, contact your insurance carrier directly for any claims processing.


SAFETY:

Home Safety Preparedness

We encourage all travelers to complete a safety walkthrough upon arrival at a home. Locate emergency equipment such as fire extinguishers or first-aid kits, and read all safety information provided by the owner. If you have any questions about the safety of your home, don't hesitate to ask the owner or property manager. In case of emergency, immediately contact the appropriate authorities.

Authenticity

We use technology to detect fraudulent activity by verifying user accounts, giving you confidence in the authenticity of owner identities, and we conduct certain background screenings, where we're able to. Although we take steps to confirm the identities of our community members, we advise travelers to always read owner profiles and reviews.



HOST:



TRUST:

House Rules

Set your house rules so travelers know what is and isn't allowed at your property. House rules may include stipulations such as quiet hours, whether parties or events are allowed, age restrictions or maximum occupancy. Travelers must accept your house rules before booking.

Traveler Reviews

Owners have the option to rate guests who book through San Pancho Life, evaluating them on factors such as cleanliness, communication and adherence to house rules. Read reviews of travelers to learn more about your guests before accepting booking requests. These ratings are shown to owners when a traveler submits a reservation request via online booking.

Reporting Misconduct

If a traveler has acted inappropriately or made you feel unsafe, San Pancho Life will investigate your case to determine if our policies have been violated. Contact us if you need assistance or wish to submit a complaint. In case of emergency, immediately contact the appropriate authorities.


SECURITY:

Secure Online Payments

We leverage world-class systems to detect and prevent fraud, and protect payments between travelers and owners. Our community members transact securely in the San Pancho Life marketplace.

Secure Communication

Always communicate with travelers through San Pancho Life's secure messaging platform, which protects both parties from phishing and identity theft.


SUPPORT:

Renting Responsibly

We advise owners to comply with local laws and regulations and be considerate of area residents and the neighborhood in which they're hosting. Our community is built on respect and inclusion, and we expect all our members to behave in a neighborly way toward one another. 

Customer Support and Help Portal

Customer Support is available via 'Contact Us' and email.


SAFETY:

Authenticity

We use technology to detect fraudulent activity by verifying user accounts, giving owners the ability to confirm the identities of travelers. We advise owners to always read traveler profiles and ratings.

Home Safety Preparedness

We advise you to equip homes with safety essentials such as carbon monoxide and smoke detectors, fire extinguishers, first-aid kits, deadbolt locks, outdoor lighting and essential safety information for travelers. Disclosure of any monitoring devices at homes is required, and hazardous conditions or obstacles that impede escape in the event of an emergency are prohibited. We support owners by offering guidance on safety best practices, and we make it easy to share information about available safety features and devices with travelers.