How verification works

Host identity verification

Know who is behind the listing.

Before hosting, an individual may be asked to verify:

• Legal name
• Date of birth, where required
• Phone number
• Email address
• Government-issued identification
• A selfie or identity match
• Payout account information

Additional checks may be required if suspicious activity is detected.

Professional host verification

Property managers, corporate housing providers, and other professional hosts may be asked for additional business information:

• Legal business name
• Registration information
• Business address
• Authorised representative
• Property management authority
• Payout account details
• Applicable licensing information

A professional host badge is shown only once the applicable business checks are complete.

Renter identity verification

Trust works both ways.

Hosts are opening their homes to someone for weeks or months, so renters may also be required to verify their identity. Depending on the booking, that can include:

• Government-issued ID
• A selfie or identity match
• Phone number
• Email address
• Account information
• Additional information where required

The renter's profile can then show Identity verified, without exposing unnecessary sensitive information to the host.

Does the host see my passport?

Generally, no.

Hosts should not receive unrestricted access to a renter's passport, driver's licence, or other sensitive identity documents unless there is a legitimate legal reason. Instead, the host may see a result such as Government ID verified.

Plextell or its verification provider may securely process the underlying identity information.

Renter verification before move-in

Some bookings may require the renter to complete additional verification before the stay begins. That is particularly relevant for:

• Longer stays
• Higher-value properties
• International bookings
• Corporate reservations
• Properties with additional building requirements

Where possible, any such requirement is shown before you book.

Digital verification

Some homes may be verified remotely using documentation and digital checks:

• Property records
• Identity checks
• Geolocation signals
• Document review
• Property photos
• Video walkthroughs
• Other verification technology

Where relevant, the listing may state that verification was completed digitally.

In-person verification

In selected markets, Plextell may offer or require an in-person property verification. Where an in-person check has actually happened, the listing may show In-person verification completed, or Checked by Plextell. It is not shown for a home that was only reviewed digitally. A verifier may confirm basic details such as:

• Address
• General property layout
• Major advertised rooms
• Furnishing status
• Key amenities
• Basic listing consistency

What an in-person verification is not

An in-person verification is not automatically any of the following. Those are separate services.

• A building inspection
• An engineering inspection
• A code inspection
• A safety certification
• An appraisal
• An insurance inspection

Listing review before going live

Before a new listing becomes publicly available, Plextell may review it for:

• Missing information
• Suspicious pricing
• Duplicate content
• Inconsistent address information
• Misleading claims
• Required host verification
• Required property documentation

Some listings stay Pending verification until the required steps are complete. Once they are, a home may receive a Property verified badge — and the listing should say what that badge covers.

Payment verification

A booking is not confirmed simply because someone submitted a request.

Before a confirmed booking proceeds, Plextell may verify that:

• The payment method is valid
• The required payment was successfully processed
• Payment activity does not trigger significant fraud concerns

Once the applicable first payment completes, the host sees Payment secured.

Payout account verification

Hosts may need to verify the bank or payout account where rent will be sent. This helps reduce:

• Payout fraud
• Account takeover
• Unauthorised bank changes

Changing payout information may trigger additional verification.

Digital rental agreement

Verification is also connected to a documented booking process. Before move-in, applicable bookings may require host acceptance, renter verification, a rental agreement, and a first payment. The agreement creates a record of:

• The parties
• The property
• The dates
• The rent
• The payment schedule
• The applicable rules