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GuestHouse Hub: Terms and Conditions for Owners and Hosts

Welcome to GuestHouse Hub! These Terms and Conditions ("Agreement") outline the obligations and responsibilities between you, the Accommodation (owner or host), and GuestHouse Hub ("Company," "we," "us"). By signing up with us, you agree to these terms, which govern your use of our platform and services.

 

1. Definitions

To ensure clarity, the following terms have specific meanings throughout this Agreement:

  • Accommodation: Refers to the legal entity (person or business) that signs this Agreement, and, if different, the actual property (e.g., guesthouse, apartment) to which these terms apply.

  • Accommodation Information: All details you provide about your property for our platform, including photos, descriptions, amenities, services, available rooms, rates (including taxes and surcharges, unless law states otherwise), availability, and your cancellation and no-show policies. It also includes any other information GuestHouse Hub needs to display by law.

  • Affiliated Company: Any entity that directly or indirectly controls, is controlled by, or is under common control with either party during the Agreement's term. This includes their directors, officers, and employees.

  • Connectivity Provider: A professional software and service provider offering connectivity services to Accommodations, who has a valid partnership agreement with GuestHouse Hub.

  • Connectivity Services: Services provided by a Connectivity Provider that allow the Accommodation to communicate Accommodation Information and Customer Data between its systems and GuestHouse Hub's systems.

  • Customer Data: Information about guests, such as arrival and departure dates, number of nights, room type, room price, guest name, address, credit card details (if applicable), and any specific guest requests.

  • Data Controller: The person or entity who determines the purposes and means of processing Personal Data, or a similar concept under data protection laws.

  • Facilitated Payment: The payment methods GuestHouse Hub may offer on its platform (in certain regions) for guests to pay the Room Price (e.g., pre-payments, down-payments) and for Accommodations to settle Commission with GuestHouse Hub. This includes bank transfers, credit card payments, and other online payment methods.

  • Force Majeure Event: Exceptional and catastrophic events affecting multiple guests and accommodations, making it impossible, illegal, or highly unsafe for guests to travel or stay. Examples include acts of God, natural disasters, war, government orders, civil unrest, or widespread transportation disruptions.

  • Guest: A visitor to the GuestHouse Hub platform or a customer who has made a reservation through GuestHouse Hub.

  • Intellectual Property: Any patents, copyrights, trademarks, logos, domain names, or other similar registered or unregistered rights in any territory worldwide.

  • Marketed Online: Advertised to the general public through any online means.

  • Personal Data: Any information that can identify a natural person, directly or indirectly (e.g., name, credit card details, identification number, location data).

  • Platform: The websites, tools, and/or platforms of GuestHouse Hub and its Affiliated Companies through which our services are provided.

  • Published Online: Made available to the general public online by any means. For rates, this includes displaying the rates or enough detail for a consumer to calculate them.

  • Room Price: The total price of a reservation, including all applicable Taxes, extras, and add-ons (e.g., breakfast) set by the Accommodation and communicated to GuestHouse Hub.

  • Taxes: Value-added tax (VAT), sales taxes, and/or other applicable national, governmental, provincial, state, municipal, or local taxes,1 fees, and levies.

 

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2. Accommodation Obligations

2.1. Accommodation Information

2.1.1. You must provide Accommodation Information that meets our specified formats and standards. GuestHouse Hub reserves the right to edit or remove any information that is incorrect, incomplete, or violates this Agreement.

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2.1.2. You represent and warrant that your Accommodation Information will always be true, accurate, and not misleading. You are responsible for ensuring it is correct, complete, and up-to-date, including room availability for specific periods and details of extraordinary events (e.g., renovations). You must update this information as required by GuestHouse Hub. Changes to photos and descriptions will be processed as soon as reasonably possible.

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2.1.3. While the Accommodation Information you provide remains your exclusive property, GuestHouse Hub may edit, modify, and translate it into other languages. These translations will become the exclusive property of GuestHouse Hub and are for our use on the Platform only. You may not use this edited and translated content for any other distribution or sales channel. Changes or updates to the descriptive information of your Accommodation require GuestHouse Hub’s prior written approval.

 

2.2. Rate and Conditions Parity

2.2.1. You agree to provide GuestHouse Hub with "Rate and Conditions Parity." This means offering us the same or better rates for the same Accommodation, room type, dates, bed type, number of guests, amenities (e.g., free breakfast, Wi-Fi, early/late check-out), and policies (e.g., reservation changes, cancellation) as those you make available elsewhere.

 

2.2.2. Rate and Conditions Parity does not apply to rates and conditions:

  • Offered through any online reservation service not directly or indirectly controlled by your Accommodation or its chain.

  • Offered on offline channels (e.g., in-person, phone, traditional travel agency) where the Room Prices are not Published Online or Marketed Online.

  • That are unpublished, provided these room rates are not Marketed Online.

 

2.2.3. Both parties acknowledge that the purpose of Clauses 2.2.1 and 2.2.2 is to ensure competitive rates on our Platform, benefiting guests with lower search costs and preventing your Accommodation from "free riding" on GuestHouse Hub's significant investments.

 

2.2.4. You agree to provide GuestHouse Hub with some availability for all rooms and room types for each calendar date, subject to availability. You are encouraged to provide fair access to all rooms, room types (including various applicable policies and restrictions), and rates available during the Agreement's term, including during periods of both low and high demand (e.g., fairs, congresses, special events).

 

2.3. Commission

2.3.1. For every reservation made through the GuestHouse Hub  by a Guest for a room, you will pay GuestHouse Hub a commission ("Commission") calculated as per Clause 2.3.2. Payment will be made according to Clause 2.4.

 

2.3.2. The total Commission per reservation is calculated by multiplying:

  • The number of nights the Guest stayed at the Accommodation.

  • The Room Price per room per night (including Taxes) and any other extras or surcharges included in the offered rate or accepted by the Guest through the Platform before check-in (e.g., breakfasts, meals, bicycle rental, late check-out/early check-in fees, extra person charges, resort fees, theatre tickets, service fees).

  • The number of rooms booked by the Guest.

 

2.3.3. If the Room Price is paid by the Guest to you via Facilitated Payment (Clause 4.4), GuestHouse Hub will calculate the Commission for no-shows or cancellations based on the Facilitated Payment Terms. In all other cases, Commission will be charged in the event of:

  • Overbooking (regardless of whether the Room Price was waived).

  • A charged cancellation and/or charged no-show.

 

The Commission will be calculated based on the confirmed booking provided to you and confirmed by GuestHouse Hub to the Guest.

 

2.3.4. You must notify GuestHouse Hub of any waiver of a room charge or fee for a no-show or charged cancellation, or any invalid payment method for such reservations, within 48 hours after midnight on the scheduled check-out day. GuestHouse Hub will then inform the Guest, and you must promptly process any applicable refund to the Guest.

 

2.3.5. You are responsible for informing GuestHouse Hub about (and any changes to) applicable Taxes (unless mandatory law states otherwise) that will be charged to the Guest (pre-paid or upon check-out). Unless otherwise agreed by GuestHouse Hub or allowed by law, the rate shown to Guests on the Platform must be inclusive of Taxes.

 

2.3.6. If the law, rules, and legislation applicable to your Accommodation require rates to be shown to Guests inclusive of Taxes, you must adjust the rates as soon as possible, and within 5 business days of the earlier of:

  • The amendment or effective date of the relevant law.

  • Notification from GuestHouse Hub.

 

2.3.7. Unless mandatory local law requires otherwise, and until GuestHouse Hub communicates otherwise in writing, you are responsible for collecting and remitting certain taxes on reservations made through the Platform. After such communication, GuestHouse Hub may calculate the applicable taxes and adjust the Room Price accordingly.

 

2.3.8. GuestHouse Hub will provide a spreadsheet detailing all reservations made at your Accommodation through the Platform and the corresponding Commission. After each month, GuestHouse Hub will use best efforts to make an online reservation statement ("Online Reservation Statement") available to you on the Extranet, showing reservations of all Guests whose departure date fell in the previous month.

 

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​​2.4. Payments to GuestHouse Hub

2.4.1. Commission will be invoiced and paid the calendar month after the (scheduled) departure date of the Guest, unless:

  • You have agreed to waive charging the Room Price according to Clause 2.3.4.

  • A free cancellation has been made through GuestHouse Hub according to your cancellation policy.

 

2.4.2. Commission must be paid according to the following terms:

  • Invoices are processed monthly and will be available to you through a spreadsheet. GuestHouse Hub may also email invoices.

  • You must pay the invoice within 14 days of the invoice date.

  • Payment should be made directly to GuestHouse Hub through Facilitated Payment (if applicable) or Direct Debit. If Direct Debit is not available, payment must be by wire transfer to the bank account identified by GuestHouse Hub. Other payment methods (e.g., cheque, except for properties in the Republic of South Africa, or payment agencies) will not be accepted unless GuestHouse Hub indicates otherwise. You will bear all bank charges for fund transfers.

  • All Commission payments must be made in cleared funds without any deduction or set-off for Taxes, imports, duties, or withholdings of any nature. If you are compelled to make any such deduction, you must pay GuestHouse Hub all additional amounts necessary to ensure GuestHouse Hub receives the full (net) amount specified in the invoice. You are responsible and liable for paying any Taxes, imports, duties, and withholdings over and above the full (net) Commission payment due to GuestHouse Hub.

  • The Commission invoiced by GuestHouse Hub must be paid in the currency (and at the exchange rate, if applicable) specified in the invoice. GuestHouse Hub may, at its sole discretion, prepare invoices in a major currency (e.g., EUR or USD) or your local currency. The exchange rate used will be the interbank rate (closing rate at 23:00 SAST) on the last day of the invoice period, as used or promulgated by major international financial banks or service companies selected by GuestHouse Hub.

 

2.4.3. You are responsible for withholding and reporting all Taxes due on the Commission according to relevant tax regulations and tax authority practices. You will bear and be responsible for the payment and remittance of Taxes applicable to the Commission and any associated late payment interest and penalties. If required, you are solely responsible for negotiating with tax authorities regarding the tax treatment of the Commission and other payments. You must provide GuestHouse Hub with copies of tax payment certificates and/or tax exemption certificates upon each Commission remittance, if requested.

 

2.4.4. If there is a dispute between GuestHouse Hub and your Accommodation (e.g., over the Commission amount), you must pay any undisputed part of the Commission according to the Agreement, regardless of the dispute's status or nature.

 

2.4.5. If your payment to GuestHouse Hub is late, GuestHouse Hub may claim statutory interest, suspend its service under the Agreement (e.g., by suspending your Accommodation from the Platform), and/or require Facilitated Payments, Direct Debit, a deposit, a bank guarantee, or other financial security.

 

2.4.6. GuestHouse Hub may ask you to pay a deposit equal to at least the sum of the three highest invoices for Commission due or paid to GuestHouse Hub in the prior 12 months, or a lower amount determined by GuestHouse Hub ("Deposit"). The Deposit will be held by GuestHouse Hub as security for your payment and other obligations under the Agreement and will only be requested if your payment to GuestHouse Hub is late. After the Agreement terminates, GuestHouse Hub will repay the Deposit (or any balance remaining after deducting outstanding Commission, shortfall payments, and other costs)2 to you within 30 days after full settlement of all your outstanding obligations and liabilities. If the outstanding Commission exceeds the Deposit or if you frequently fail to pay the Commission when due, GuestHouse Hub may request an appropriate additional amount. GuestHouse Hub will monitor your payment performance and may repay the Deposit at its discretion. The Deposit amount does not limit your liability under the Agreement and will not bear any interest.

 

2.5. Reservations, Guest Reservations, Complaints & We Price Match

2.5.1. You will receive a confirmation for every reservation made by a Guest through GuestHouse Hub. The confirmation will include Customer Data, including Guest Personal Data. GuestHouse Hub is not responsible for the accuracy and completeness of information (including credit card details) and dates provided by Guests, nor for Guests' payment obligations related to their reservations. You must regularly (at least daily) check and verify the status of reservations on the Extranet, through your Connectivity Provider (if applicable), or as otherwise indicated by GuestHouse Hub. Credit card details are only kept by GuestHouse Hub for a limited time.

 

2.5.2. A direct legal contract ("Guest Reservation") is created between your Accommodation and the Guest when a reservation is made through GuestHouse Hub. GuestHouse Hub is not a party to this contract.

 

2.5.3. You must accept a Guest as your contractual counter party and handle the online reservation in compliance with the Accommodation Information at the time of reservation and any supplementary information or wishes made known by the Guest.

 

2.5.4. Other than the fees, extras, and charges stated in the reservation confirmation sent by GuestHouse Hub to the Guest, you must not charge the Guest any transaction or administration fee for using any payment method (e.g., credit card charge).

 

2.5.5. Complaints or claims regarding products or services provided by your Accommodation or specific requests made by Guests must be managed by you without GuestHouse Hub's involvement. GuestHouse Hub is not responsible or liable for such complaints or claims. GuestHouse Hub may, at its sole discretion:

  • Offer customer (support) services to a Guest.

  • Act as an intermediary between your Accommodation and a Guest.

  • Provide compensation to the Guest in case of a significant irregularity or complaint about the Accommodation, or provide alternative accommodation of equal or better standard in case of an overbooking, all at your expense.

 

2.5.6. Where GuestHouse Hub is entitled to Rate and Conditions Parity or Rate Parity and a Guest has a valid claim under "We Price Match," GuestHouse Hub will promptly notify you of the claim details. You must immediately adjust the rates on the Platform so the lower rate is available for future bookings. You must also immediately adjust the rate for the reservation made by the Guest who brought the claim. When the Guest checks out, you must offer the room at the lower rate and either (i) charge the Guest for the lower rate, or (ii) refund (in cash) the Guest the difference between the two rates.

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2.5.7. Clause 2.5.6 does not apply to3 properties located in "No Parity Countries."

 

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2.6. Overbooking & Cancellation

2.6.1. You must provide the Guest with the booked rooms. If you are unable to meet your obligations for any reason, you must promptly inform GuestHouse Hub via phone (+27718515192), WhatsApp (+27718515192), or email (hi@guesthousehub.com) according to GuestHouse Hub's overbooking procedure outlined in The Terms and Conditions Report. Unless GuestHouse Hub has arranged (and you have verified) alternative accommodation, you will use your best efforts to provide alternative room(s) of equal or superior quality at your own expense. If no such room is available on arrival, you will:

  • Find suitable alternative accommodation of equal or superior standard to your Accommodation holding the Guest's guaranteed booking.

  • Provide free private transportation to the alternative accommodation for the Guest and their party listed in the guaranteed booking.

  • Reimburse and compensate GuestHouse Hub and/or the Guest for all reasonable costs and expenses (e.g., alternative accommodation costs, transportation, telephone costs) incurred due to the overbooking. Any sum due to GuestHouse Hub under this Clause 2.6.1 must be paid by you within 14 days of receiving the invoice.

 

2.6.2. You may not cancel any reservation. If fraudulent activities are alleged or suspected (e.g., regarding reservations, credit card fraud, money laundering, or Room Price payment), GuestHouse Hub may cancel the relevant reservation. If Facilitated Payment was used, GuestHouse Hub may withhold, suspend, or cancel the transfer of associated funds to you, or execute a chargeback of the relevant funds from you. GuestHouse Hub will inform you of any action taken under this Clause 2.6.2.

 

2.6.3. Cancellations made by Guests before a cancellation fee applies will not incur Commission. Cancellations made by Guests after this point will incur Commission according to the Agreement terms.

 

2.7. Credit Cards

2.7.1. This Clause 2.7 does not apply to reservations paid through Facilitated Payment. Credit card details must be provided to you to guarantee a reservation.  You are responsible for verifying credit card validity, pre-authorising the credit card, and confirming sufficient credit limit on the booked overnight stay date. You must promptly verify and pre-authorise the credit card when a reservation is made. If the credit card offers no guarantee, you will immediately notify GuestHouse Hub, and GuestHouse Hub will invite the Guest to guarantee the reservation in an alternative manner. If the Guest cannot or will not do this, GuestHouse Hub may cancel the reservation at your request. If the credit card (or any alternative guarantee by the Guest) is ineffective or invalid for any reason, this is always at your risk and expense. Reservations cancelled by GuestHouse Hub under this Clause 2.7.1 will not incur any Commission.

 

2.7.2. If you take payment by credit card before the check-in date, you must ensure that the upfront payment conditions, including any rate restrictions and terms related to such pre-payment, are clearly explained to Guests in the Accommodation Information.

 

2.7.3. You are responsible for charging the Guest for the stay, no-show fee, and/or charged cancellation, including applicable Taxes for which you are liable and which you will remit to the relevant tax authorities. Credit cards must be charged in the same currency as set out in the Guest's reservation. If this is not possible, you may charge the Guest's credit card in a different currency with a reasonable and fair exchange rate.

 

2.7.4. When processing payment card information related to this Agreement, you and your service providers will always comply with the requirements, compliance criteria, and validation processes of the then-current Payment Card Industry Data Security Standard issued by major credit card companies.

 

2.7.5. Where rooms are offered for cash payment only, GuestHouse Hub will not provide credit card details to you as a guarantee for the reservation.

 

2.8. Data Usage & GuestHouse Hub Online Services

2.8.1. Both parties shall process Confidential Data and Personal Data under this Agreement in a manner that protects the privacy and security of such data.

 

2.8.2. Notwithstanding anything to the contrary, you agree to comply with, and to ensure that people acting on your behalf comply with, the GuestHouse Hub Business Partner Account Terms of Use, as made available.

 

2.9. Messaging Service

2.9.1. GuestHouse Hub may, as part of its service to the Guest and your Accommodation, facilitate communication between the Guest, your Accommodation, and GuestHouse Hub.

 

2.9.2. You understand and agree that GuestHouse Hub will process (including storage, receipt, access, insight, and screening) communications. You warrant that you have informed (and, as may be required by applicable laws, obtained all necessary authorisations from) your employees, agents, representatives, staff members, and other individuals.

 

2.9.3. You must not send unsolicited electronic communications to any individual and fully indemnify GuestHouse Hub for any third-party claims and fines resulting from your unlawful or unauthorised communication.

 

2.10. Force Majeure

2.10.1. If a Force Majeure Event occurs, your Accommodation will not charge, and will repay if applicable, Guests affected by the Force Majeure Event any fees, costs, expenses, or other amounts (including non-refundable rates or no-show, change of reservation, or cancellation fees) for:

  • Any cancellation or change to the reservation made by the Guests.

  • The part of the reservation that was not used due to the Force Majeure Event.

 

2.10.2. If there is reasonable and justified doubt,  you may ask a Guest to provide reasonable evidence of the link between the Force Majeure Event and their cancellation, no-show, or change of reservation. You will provide GuestHouse Hub with a copy of such evidence upon request. For GuestHouse Hub to register any cancellation, no-show, or amendment of a reservation due to a Force Majeure Event, you must inform GuestHouse Hub of the number of days actually stayed within two business days after the scheduled check-out date of the no-show or cancellation, or the date of the actual check-out.6 GuestHouse Hub will not charge any Commission related to the part of the reservation that is not used due to the Force Majeure Event.

 

3. Grant of Permission

By signing this Agreement, you, the Host/Owner, grant GuestHouse Hub a non-exclusive, royalty-free, worldwide permission to use, reproduce, and display your property's photos and content ("Photos and Content") for advertising and marketing purposes across all GuestHouse Hub platforms and affiliate platforms.

If you fail to provide the required Photos and Content, GuestHouse Hub reserves the right to obtain and use relevant information, including images and descriptions, from your website and third-party affiliate platforms (e.g., Google, Booking.com, and Airbnb) for marketing and listing your property.

 

Scope of Use

The Photos and Content may be used in various forms of media, including but not limited to online travel platforms, Online Travel Agencies (OTAs) or short-term rental marketplaces, websites, social media, digital marketing, brochures, and other promotional materials.

 

Host/Owner Ownership and Rights

You, the Host/Owner, retain full ownership and copyright of the Photos and Content. You represent and warrant that you have the legal right to grant GuestHouse Hub the permissions stated in this Agreement.

 

Duration of Use

The permission granted to GuestHouse Hub is effective as of the date of this Agreement and will remain in effect unless terminated by either party.

 

Indemnification

You, the Host/Owner, agree to indemnify, defend, and hold GuestHouse Hub harmless from any claims, liabilities, damages, and expenses arising from the use of the Photos and Content, provided such use is in accordance with this Agreement.

 

4. Rate Notification

You, the Host/Owner, are required to provide GuestHouse Hub with all nightly rates on a weekly basis.

If you are unable or fail to provide regularly updated pricing information, GuestHouse Hub reserves the right to use the current rates listed on your property management system and/or on third-party online travel agencies (OTAs), including but not limited to Booking.com, Airbnb, and similar websites, to maintain accurate and up-to-date rates for your property.

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