Host Conflict Resolution Policy
We protect responsible hosts, enforce fair guest behaviour, and maintain a transparent short-let ecosystem built for Nigerian realities.
Purpose
The LibraX Host Conflict Resolution Policy is designed to protect hosts, property owners, agents, and property managers from unfair guest behaviour, property misuse, financial disputes, and operational damages while maintaining a fair and transparent booking ecosystem across Nigeria. This policy ensures that responsible hosts are protected, guest misconduct is addressed fairly, property standards are respected, and disputes are resolved through evidence-based mediation.
Core Host Protection Principles
Evidence-Based Resolution
All disputes require supporting evidence, which may include photos and videos, security footage and access logs, utility records, chat history, inventory reports, or staff/security statements.
Mediation First
LibraX encourages peaceful resolution before penalties are applied.
Timely Reporting
Hosts must report incidents within the required reporting windows. Late reports may affect compensation eligibility.
| Issue Type | Reporting Window |
|---|---|
| Guest property damage | Within 24 hours after checkout |
| Missing items | Within 24 hours after checkout |
| Unauthorized guests / party | During active stay |
| Noise complaints | Immediately |
| Illegal activity | Immediately |
| Utility abuse / damage | During stay or within 12 hours after checkout |
| Payment dispute | Within 48 hours |
Guest Damage Protection Policy
Guests are financially responsible for damages caused during their stay. Covered damages may include broken furniture and damaged electronics, stained fabrics, wall or floor damage, water damage, missing inventory, smoking-related damage, and excessive dirtiness requiring deep cleaning.
Hosts must provide clear evidence, repair or replacement estimates, a timeline of the incident, and before-and-after documentation where possible. Possible LibraX actions include deduction from the guest’s security deposit, a guest reimbursement request, account penalties, or guest suspension/removal.
Unauthorized Guest & Party Policy
Guests may not exceed approved occupancy limits, host unauthorized parties or events, or use the property for commercial gatherings without approval. Signs of violation may include neighbour or security complaints, excessive noise, damage evidence, or CCTV/security reports. Possible outcomes include immediate reservation cancellation, removal from the property, no refund eligibility, additional cleaning or damage fees, and guest account suspension.
Noise & Community Disturbance Policy
Hosts have the right to maintain property peace, building compliance, and estate/community regulations. Guests causing excessive disturbance may face warnings, immediate cancellation, or removal without refund.
Illegal Activity Protection
LibraX strictly prohibits fraud, drug activity, human trafficking, prostitution-related activity, violence, weapon storage or use, cybercrime operations, and financial scams on any listed property. In cases of illegal activity, hosts may contact security or law enforcement, or request immediate LibraX escalation. LibraX may terminate the booking immediately, suspend guest accounts, and cooperate with authorities.
Property Utility Abuse Policy
Guests may not intentionally waste electricity excessively, tamper with generators or inverters, damage water systems, or abuse utility infrastructure. Possible outcomes include utility compensation charges, damage reimbursement, and booking penalties.
Host Misrepresentation Protection
Guests may not falsely accuse hosts in bad faith to obtain refunds. Fraudulent complaints may result in denied refunds, guest account warnings, or account suspension. LibraX reviews listing accuracy, prior complaint history, submitted evidence, and communication records when assessing such claims.
Payment Protection Policy
LibraX protects hosts against fraudulent payment disputes, unauthorized refund claims, and off-platform payment manipulation.
Hosts should never accept off-platform payments or circumvent LibraX payment systems. Doing so may reduce or eliminate platform protection eligibility.
Host Cancellation Protection
If a guest violates house rules, safety rules, or occupancy rules, hosts may request early termination of the stay. LibraX may support cancellation without a guest refund depending on the evidence provided.
Property Access & Security Rights
Hosts may deny access if a guest’s identity cannot be verified, booking terms are violated, or safety/security concerns arise. Unauthorized harassment or intimidation of guests by hosts is strictly prohibited under LibraX policies.
Long-Term Stay Host Protection
Before check-in: if a guest cancels after the 48-hour free cancellation window, 50% of the first 30 nights remains payable to the host.
After check-in: once the stay begins, the next 30 nights become non-refundable, protecting hosts from sudden early departures.
Emergency Escalation Cases
Immediate LibraX escalation applies for property destruction, threats or violence, illegal activity, forced access, and security emergencies.
| Case Severity | LibraX Response Goal |
|---|---|
| Emergency / active threat | Immediate |
| Active stay dispute | Within 1 hour |
| Damage dispute | Within 24 hours |
| Refund / payment dispute | Within 48 hours |
Evidence Review & Mediation Process
| Step | Action | Detail |
|---|---|---|
| 1 | Host Submits Report | Includes description, evidence, and requested resolution |
| 2 | Guest Response Window | Guest may provide counter-evidence |
| 3 | LibraX Mediation | LibraX reviews booking history, communication, evidence, and property standards |
| 4 | Resolution Outcome | Compensation, refund denial, partial refund, deposit deduction, warning, or suspension |
Security Deposit Policy
Where applicable, security deposits may be used for damages, missing items, excessive cleaning, or rule violations. Hosts must submit evidence promptly and provide reasonable cost estimates.
Repeat Offender Protection
Guests with repeated damage complaints, noise violations, fraudulent disputes, or rule violations may face restricted booking access or permanent account suspension.
Bitroy Verified Host Standard
Hosts listed under the Bitroy Verified standard may receive priority support, faster dispute handling, enhanced listing visibility, and higher platform trust ranking, provided operational standards remain compliant.
Host Responsibilities
To remain protected under LibraX policies, hosts must maintain accurate listings, provide safe and well-maintained properties, maintain promised utilities, respond promptly to guests, respect guest privacy, and follow platform standards at all times.
Final Decision Rights
LibraX reserves the right to make final dispute decisions based on evidence, safety considerations, platform integrity, and community trust.