Trust and safety
What we check, what we do not, and what to do when something goes wrong.
Identity verification
Every guest confirms an email address, a phone number and a government ID with a matching selfie before their first booking request. Hosts complete the same checks. Identity documents are never shown to the other side and are not stored alongside your listing or booking.
Reviews that go both ways
After a stay the guest reviews the host and the host reviews the guest. Only someone who completed a stay can leave one, so a rating on Zuno reflects real visits.
Deposits
A host may set a refundable deposit per listing. It is shown before you send a request and recorded on the booking, handed over at check-in and returned at checkout. Zuno never holds it.
No online payment
Nothing is charged through Zuno, and we will never ask you for card details, a transfer or a payment link. A message asking you to pay Zuno, or to pay a host before you arrive, is a scam — report it.
If something goes wrong
If a place does not match its listing, report it within 24 hours of arrival. You owe the host nothing for a stay that does not match what was advertised, and we help you find another place. Accounts that misrepresent a property or a guest are removed.