Basic rules for landlords

The overall feedback of housing should remain high and the number of negative comments should be limited. We've found that landlords with excellent reviews focus their efforts on four key areas: commitment to submissions, prompt communication, accuracy of listing information, and cleanliness.

Hosts must honor accepted reservations and provide a reliable experience.

• Cancellation: Hosts should not cancel confirmed bookings unless there are valid reasons beyond their control. Even then, hosts should do their best to cancel a reservation as soon as possible and contact Roomlers if they need assistance.


• Arrival: Landlords should give their tenants the opportunity to easily access the property upon arrival (e.g. the right information, up-to-date access code, etc.) and throughout their stay. It is strongly recommended to be present (or represented) during the check-in inventory and the handing over of the keys.

Landlords (or their representatives) must be available to respond to guests' information requests and to react to unforeseen events that may occur before or during a stay.
We know the owners are very busy. A reasonable response time may depend on specific circumstances, such as the nature or elements of a potential tenant's request for information.
For example, if a guest asks a question about their stay:

• Before the stay:
• If the arrival takes place within five days or more, the landlords must respond to the questions within two days of receiving a message. Candidates will contact you at this time for additional information to plan their trip.


• Before arrival and during the stay:
• As the arrival date approaches, or if a problem arises during the stay (missing key, a problem accessing the accommodation, etc.), it is especially important to respond quickly to messages from tenants. At these times, owners must respond to guest messages within one hour. Roomlers can provide immediate assistance to arrivals facing a problem while traveling if the landlord does not answer.


• Alternatively, when a guest contacts their landlord during their stay or within five days of arrival, it's best to respond within 12 hours to messages received during the day. This is because if the arrival takes place within five days, it is possible that the arrivals have started their journey and need confirmation of the latest details, such as arrival instructions or the accommodation location.

At the time of placement on Roomlers, the listing must accurately describe the listing and reflect the features and amenities available in the listing from check-in to check-out, including:

• Contract details: Landlords can only change the elements of an accepted lease agreement (duration, rent, etc.) with the prior written consent of the tenant.


• Location: The location information (map marker, address, etc.) on the listing must be accurate. The advertisement must also mention any information relating to the possible level of environment nuisance (noise, light, etc.).


• Type, size and privacy: The listing must accurately describe the type of accommodation offered (private room, entire unit, etc.), the configuration of the accommodation (number of bedrooms, bed size, etc.) and the level of privacy (presence of a rental manager on site, other tenants, etc.).


• Housing: The accommodation provided must be the one that has been booked, and the photos and descriptions on the listing must accurately represent the property provided. Landlords can only replace one unit with another if they have obtained the prior written consent of the tenant and if the relevant contractual documents have been amended to reflect these elements.


• Equipment and rules of procedure: The advertisement must indicate the applicable house rules and mention precisely all the available equipment (appliances, kitchen, bathroom, etc.) and the characteristics of the accommodation. If the property offers 'basic amenities', all of the amenities on this list must be made available to guests. If there are any restrictions associated with access to amenities, they must also be fully specified on the listing (e.g. a laundry room that would only be available during certain hours of the day).

All units must be clean and free of health hazards prior to the arrival of tenants.

• Health and security: The dwellings must not present any health risks (presence of mold, pests, etc.).


• Cleanliness: Landlords must offer accommodation that meets a high level of cleanliness (no dust, pet hair, dirty dishes, etc.).


• Customers Turnover: Owners must clean the unit between each stay (washing clothes, taking out garbage, vacuuming or sweeping, wiping surfaces, etc.).

Roomlers encourages property owners to promptly report any breaches of the basic rules. We accept reports directly from homeowners who contact us, but also from neighbors. When a landlord is confronted with an alleged or actual breach of the basic rules, we invite them to take the following measures:

• Communicate with your contact person: the landlord is in the best position to quickly solve problems.


• Illustrate the problem on the Roomlers thread with photos or other documents.


• Contact us to report the issue directly if the landlord is unable to resolve it, or request a cancellation of the contract through the Resolution Center.


• Leave an honest comment with a few remarks that will help your landlord offer a better welcome to future customers.

We are committed to upholding the basic rules. When a breach of these rules is reported, Roomlers tries to contact the parties to understand...
To this end, we may need to inform property owners of this policy and issue warnings to them. When repeated or serious breaches of basic rules are reported, lessors or their ads may be suspended or removed from the platform.
Depending on the nature of the breach, Roomlers may also take other action, such as canceling an upcoming or current contract, refunding an applicant from the payment due to the landlord and/or requiring landlords to provide evidence that they have solved the issues before they can consider new rental files.
In addition, an owner who cancels a confirmed reservation or is found liable for a cancellation may be subject to further sanctions under our Landlord Cancellation Policy. Roomlers may not apply a cancellation fee and, in some cases, may avoid further action if the property owner cancels for other valid reasons beyond their control.

Appealing Decisions Taken in the Event of Misconduct