This Policy describes what happens when a guest with a confirmed Zuta Stays booking does not check in during the allowed check-in window. It is a draft pending legal review and should be reviewed by counsel before publication.
1. Guest No-Show
A guest no-show occurs when a guest has a confirmed, paid booking but does not check in during the allowed check-in window and does not contact Zuta, the host, or support within the grace period described below.
2. Check-In Window and Grace Period
The check-in window begins on the scheduled check-in date for the booking, in the property's local timezone where available. The window remains open until a configured grace period expires after the scheduled check-in date. Unless otherwise stated on the listing, the default grace period is 24 hours after the scheduled check-in date.
3. No-Show Review
If a guest has a confirmed booking and does not check in during the allowed check-in window, Zuta may mark the booking for no-show review.
During no-show review, Zuta may notify the guest and the host, request additional information, and review booking records, messages, payment records, check-in records, policy snapshots, audit logs, and support records.
A booking in no-show review is not automatically completed, and host payout is not released, until Zuta resolves the review.
4. Guest Response Rights
If the guest is arriving late, could not check in, or needs help, the guest may respond in the Zuta app during no-show review (for example: "I am arriving late", "I need help checking in", or by reporting a check-in problem). Zuta will consider a timely guest response when resolving the review.
5. Guest Refund Protection
If Zuta determines that the guest could not check in because of host, property, access, safety, or listing issues, Zuta may issue a full or partial refund to the guest after review.
6. Host Payout Eligibility
If Zuta determines that the host made the property available according to the booking terms and the guest did not arrive or respond within the allowed period, Zuta may apply the booking's cancellation or no-show policy and release all or part of the payout to the host.
7. Evidence Zuta May Review
To resolve a no-show case fairly, Zuta may use check-in records, in-app messages, notifications sent to the guest and host, host no-show reports, guest issue reports, booking status history, payment records, policy snapshots captured at booking time, audit logs, and support records.
8. Possible Outcomes
No-show outcomes are determined by Zuta after review and may include: full host payout, partial host payout, full guest refund, partial guest refund, application of the booking's cancellation policy, or escalation to a dispute.
9. Snapshotting
The version of this Policy in effect at the time you confirm a booking is recorded with your booking. Older bookings are evaluated against the Policy version snapshotted at their confirmation, not a later edited version.