At hekaya, we hold our experience hosts to high standards to ensure every participant enjoys a memorable and reliable experience. To maintain quality and uphold the trust of our guests, we have established the following additional terms for our hosts:

Experience commitment

• Commitment to scheduled experiences: Hosts must honor confirmed reservations and ensure a seamless experience for participants.
• Communication: Hosts should maintain clear and timely communication with participants before and during the experience.
• Review ratings: Hosts are also expected to maintain high review ratings, as guests expect a consistent level of quality and use reviews to share their experience.  
   

Details of the additional terms

Positive participant feedback

Our hosts are expected to maintain a high overall satisfaction rating. Excellent experiences often result from a focus on four key areas: commitment to scheduled experiences, timely communication, accurate details, and proper safety. 

Commitment to scheduled experiences

• Reservations: Hosts should avoid canceling confirmed reservations unless due to unexpected event beyond their control. In such cases, hosts must make every effort to provide advance notice and contact hekaya for assistance.
• Participant check-In: Hosts should ensure participants have easy access to the experience location and any necessary instructions or details.

Timely communication

• Availability: Hosts or designated representatives should be accessible to address participant inquiries or unexpected issues before and during the experience.
• Response time: Response times should be prompt, especially close to the experience time or when participants encounter issues. During local daytime hours, hosts are expected to respond within a couple of hours to participant messages.  
   

Accurate experience details

• Description: The experience details provided at the time of booking should accurately reflect what participants can expect.
• Location: Location information should be precise, and any factors affecting the experience (such as narrow roads, alternative path) should be disclosed.
• Experience setup: Details regarding the type of experience, its category, activities included, difficulty level (if applicable), and any other relevant information should be accurately described.

Experience quality

• Cleanliness (if applicable): If cleanliness is relevant to the experience, hosts should ensure a high standard is maintained throughout.
• Health: The experience should be free from health hazards, ensuring participant well-being.
• Safety: The experience safety measures, and safety precautions should be communicated and implemented throughout the experience. 

Reporting a violation

Hekaya encourages participants to report any suspected violations promptly. Participants should first communicate with the host to attempt resolution and document the issue using hekaya's messaging system or other means. If the issue remains unresolved, participants can contact us directly for assistance using direct messages or our reporting center.   

Enforcement of additional terms

Hekaya is dedicated to enforcing these additional terms to maintain the integrity of our experiences. Upon receiving a violation report, we will investigate the matter and take appropriate action. This may include warnings, suspension, or removal of the host's experience from our platform.

Appealing violations

Hosts have the right to appeal decisions made under this policy by contacting our customer support team or following the provided appeals process. We will consider any additional information provided by the host in reviewing the appeal.