Trust & Safety

How We Verify Homes

• In-person inspections. Every property is visited by a member of our team before it goes live on the platform. We check that it matches the listing description, is clean, furnished, and move-in ready.
• Photo verification. Listing photos are taken or verified by our team to ensure accuracy. No stock photos, no misleading angles.
• Ongoing quality checks. We conduct periodic reviews and act on tenant feedback to maintain listing quality over time.

How We Verify Tenants

• ID verification. Every tenant must provide a valid passport or government-issued ID before their first booking. We verify identity documents to prevent fraud.
• Payment method on file. All tenants must have a verified payment method through Stripe, ensuring reliable monthly rent collection.
• Booking history. Returning tenants build a track record on the platform, providing landlords with additional confidence.

How We Protect Tenants

• Damage protection up to ฿30,000. Our protection programme replaces the traditional security deposit. Tenants are covered against reasonable wear and tear, and any damage claims must be evidence-based.
• Concierge support. Our team is available to help with maintenance requests, landlord communication, and any issues that arise during your stay.
• Verified listings. What you see is what you get. Every listing is inspected and photographed by our team.

How We Protect Landlords

• Verified tenants. Every tenant on the platform has been through our ID and payment verification process.
• Documented move-in/move-out. We facilitate a detailed condition report at move-in and move-out, with timestamped photos, so there's a clear record of the property's state.
• Evidence-based claims. Damage claims are reviewed by our team using documented evidence. No arbitrary deductions — only fair, substantiated claims are honoured.
• Reliable payments. Rent is collected automatically through Stripe and disbursed to landlords on a regular schedule.

Dispute Resolution

If a disagreement arises between a tenant and a landlord, our resolution process works as follows:

1. Direct communication. We encourage both parties to discuss the issue through our platform messaging first.
2. Mediation by Homa Estates. If direct resolution fails, our support team reviews the evidence from both sides and proposes a fair outcome.
3. Formal arbitration. In rare cases where mediation is unsuccessful, the dispute is referred to binding arbitration through the Thailand Arbitration Center (THAC).

Emergency Support

Active tenants have access to 24/7 emergency support for urgent issues such as lock-outs, water leaks, or safety concerns. Our team coordinates with building management and service providers to resolve emergencies as quickly as possible.

For non-urgent matters, our concierge team is available Monday to Friday, 9am to 6pm (Bangkok time), and Saturday, 10am to 2pm.