Host-Guest Dispute Resolution Rules
1
Report within 72 hours. Guest must report any issue to Ohana within 72 hours of discovery. Photos and documentation required.
2
Ohana investigates within 24 hours. We review all evidence, contact both parties, and assess severity. No payments are released during investigation.
3
Listing accuracy guarantee. If the property materially differs from the listing (fewer rooms, missing amenities, safety issues), guest receives a full refund + relocation assistance.
4
Habitability standards. All listings must meet basic habitability: working plumbing, electricity, heat/AC, clean and pest-free environment. Violations trigger immediate remediation or relocation.
5
Rent adjustments. For partial issues (e.g. broken appliance, noise), Ohana can mandate prorated rent reductions while the host resolves the problem.
6
Early termination rights. Guest may terminate early with prorated refund if host fails to resolve material issues within the remediation window.
7
Host protections. Hosts are protected against false claims. Guests causing property damage are liable. Security deposits handled transparently through Ohana.
8
Binding mediation. If informal resolution fails, Ohana conducts binding mediation. Both parties agree to this process as a condition of using the platform.