Last updated : 09 Jan 2024
At Hekaya, our primary goal is to establish trust between guests and hosts. While we can't guarantee someone's identity with absolute certainty, we've put measures in place to help both guests and hosts feel confident that they're dealing with genuine individuals. To achieve this, we have identity verification procedures in effect.
We require all hosts, co-hosts, and booking guests to go through a verification process. When you book an experience or become a host, we may ask you to provide some personal information like your legal name, address, phone number, and other contact details. In some cases, we may also request a photo of your government-issued ID and a selfie for added verification.
For more information about how we handle your data and ensure trust and safety on Hekaya, please refer to our Privacy Policy. We're committed to making your Hekaya experience secure and reliable.
Note: When someone is "Identity verified" or has an identity verification badge on Hekaya, it simply means they've shared their information to go through our identity verification process. While we take precautions during this process, it's important to note that it doesn't guarantee that the person is exactly who they say they are.
By verifying the identity of guests and hosts on Hekaya, we achieve the following:
As part of our identity verification process, we might request the following information:
Note: if you're hosting as a business, there may be additional information verification requirements for your account and any linked business accounts. You can learn more about this by visiting our resources on corporate hosting. We aim to make this process as straightforward as possible to ensure the safety and trust of our Hekaya community.
As a guest, once you've submitted your information, it may take up to 24 hours for the ID verification to be reviewed and approved. For host, this may take longer up to 48 hours.
As a guest, you'll need to confirm your identity when making a booking. As a host, when you're creating your first experience, you'll also need to go through the identity verification process.
Accounts that have successfully completed the ID verification process will display an "ID verified" badge. This badge applies to both guests and hosts.
However, it's important to note that if you change your personal information, such as your name, or if you remove your government ID from your profile after being verified, you might lose your "identity verified" badge. In such cases, you may need to go through the verification process again in order to make bookings or accept listings. This helps maintain the security and trust within the Hekaya community.
We want to assure you that your identification details are treated in accordance with our Privacy Policy, and they are not shared with your host or fellow guests.
However, it's important to note that for the hosts, we may share your identification information with trusted third-party service providers who are authorized to assist us in the identity verification process. This includes activities such as confirming your identity, verifying your identification documents, and conducting background checks (where permitted by the relevant laws). Your information is shared with these providers to ensure a secure and reliable verification process.
At the time of meeting with the hosts in person, they might request your ID and confirmation batch. This request can happen if it's part of the host's experience rules at the time of booking or if it's required by local laws.
Creating a hekaya account is a straightforward and free process. You can do it through the hekaya website at experience.
Our site works best on the current version of Google Chrome, Mozilla Firefox, Microsoft Edge, or Opera.
When you connect your facebook or google account to hekaya, depending on your privacy settings, you can see how you're linked to others on these platforms, either directly or through shared connections.
Forgot your password or experiencing difficulty logging in? We understand, and it's time for a password reset.
If you need to make some changes to your account or update certain details on your public profile, you can do so by accessing your Account section.
We're sorry to see you go, but you have a couple of options if you've decided to leave hekaya.
Hekaya may take certain actions with regard to your account.
When you sign up, you have the option to select whether you'd like to receive promotional and policy notifications.
It's easy. Just keep in mind that each email address can only be associated with one hekaya account.
If you're currently a guest on hekaya and have a brilliant idea that you'd like to transform into a successful hosting venture, you've come to the right place.
Once you've submitted your information, it may take up to 48 hours for the ID verification to be reviewed and approved.
When booking an experience, we need to know some basic information about you.
A robust profile is key to showcasing your reliability and authenticity to potential hosts and guests, fostering connections, and building trust within our platform.
If we ask you to provide a selfie, we’ll match your photo with the picture from the Government ID you provided. This helps us confirm you’re really you.
Avoid common password mistakes. Use a unique password with special characters to create a strong password.
Ensuring the security of your personal information is of utmost importance to us.
When you log in to your account from a new device, we’ll send the last trusted device a notification to confirm that it was you.
Explore different ways of keeping your info safe through multi-factor authentication, password strength, and more.
Verifying the authenticity of an email or website is crucial to protect yourself from phishing scams and fraudulent websites.
Reviews on hekaya are essential for building trust within our community.
Want to rave about your recent guest or trip? We love that. Head to Reviews on a web browser to get started.
In addition to written reviews, star ratings are a quick way for both you to give feedback.
You have up to 48 hours after submitting a review to edit it, even if it's already published.
We ensure that reviews are authentic and useful to help you make informed decisions.
Sometimes, your entire booked experience may have gone smoothly, but you have specific feedback or thoughts that you'd like to share with the host privately.
Honest reviews are essential for both hosts and guests to learn and make better choices in the future.
Hekaya values trust between hosts and guests, and our review process is a key way we build and maintain that trust.
