Trust & Safety | Aalay Living

Our commitment

At Aalay Living we take trust and safety seriously. Our goal is to provide dependable serviced accommodation for guests and a reliable platform for property owners. We do this through clear standards, verified properties, and support when you need it. Safety is a priority in everything we do.

What we expect from everyone

We expect all guests and property owners to act lawfully and respectfully. The following are not permitted in connection with our services:

Unsafe or hazardous conditions at a property (e.g. serious fire, gas, or electrical risks that have not been addressed)
Violence, threats, harassment, or discriminatory behaviour
Disruptive gatherings, excessive noise, or antisocial behaviour that affects neighbours or other guests
Illegal activity on the premises
Fraudulent bookings, false information, or misuse of our systems

We work with property owners to ensure listings are accurate and safe. Guests who breach these expectations may have their stay terminated and may be reported to the relevant property owner or authorities. Property owners who fail to meet our standards may be removed from our platform.

For guests

Verified properties and accurate listings

Every property we list is checked for accuracy and must meet our quality and safety standards before it goes live. We verify that listings describe the property correctly and that key information (location, facilities, check-in and check-out times) is clear and up to date.

Clear communication and confirmed bookings

You receive confirmed check-in details, contact information for the property or our team, and support before and during your stay. We confirm availability and handle enquiries through our team so you know your stay is confirmed before you travel.

Support and issue resolution

If something is not right during your stay — from a maintenance issue to a safety concern — we work with you and the property to resolve it as quickly as possible. You can contact us via our contact page; we respond to all enquiries and take reports seriously.

Safety tips for guests

Read your check-in instructions and property information before you arrive.
Know the address of your property and how to contact us or the property in an emergency.
Familiarise yourself with fire exits, smoke alarms, and any safety equipment in the property.
Keep your booking confirmation and contact details to hand during your stay.
Report any safety concern or fault as soon as you notice it.

For property owners

Vetted guests and clear expectations

We work with corporate bookers, contractors, and families and support clear expectations for every stay. We communicate house rules and booking terms so guests know what is expected. Guests who breach rules or cause damage can be reported to us; we will investigate and take appropriate action in line with our policies.

Property standards and care

Our standards cover cleanliness, maintenance, and handover so your property is looked after. We expect properties to be safe, compliant with applicable law (including fire and gas safety where relevant), and presented as described. We keep you informed about housekeeping, maintenance, and any issues raised by guests.

Transparent processes

From pricing to housekeeping and handover, we keep you informed and in control. You can raise any concern with us at any time.

Property safety standards

Properties listed with us must meet our safety requirements. These include:

Fire safety: Properties must comply with applicable fire safety law (e.g. in England and Wales, the Regulatory Reform (Fire Safety) Order 2005 where it applies). This includes working smoke alarms, clear escape routes where relevant, and any required risk assessments or certifications.
Gas and electrical safety: Where applicable, gas appliances must be safely installed and maintained; we expect electrical systems and appliances to be in safe working order.
Security: Properties should have secure locks and keys or keyless entry as agreed; access details are shared only with confirmed guests.
Cleanliness and maintenance: Properties must be clean, well-maintained, and free from hazards that could affect guest safety.

We may ask for evidence of compliance (e.g. gas safety certificates, fire risk assessments) where relevant. Properties that do not meet these standards will not be listed or may be removed until the issues are resolved.

Reporting concerns and getting help

If you have a safety concern, a problem with a stay, or a complaint, please contact us as soon as possible. We take all reports seriously and will respond in line with our policies and legal obligations.

Non-urgent issues: Use our contact page to send an enquiry or report. We aim to respond promptly during business hours.
Urgent or emergency: If there is an immediate risk to life or property (e.g. fire, gas leak, medical emergency), contact the emergency services (999 in the UK) and the property or us as soon as it is safe to do so.
After your stay: You can still report an issue or leave feedback after checkout; we use it to improve our standards and support.

We do not tolerate retaliation against anyone who reports a concern in good faith. All reports are handled confidentially where possible and in accordance with applicable law.

Updates to this page

We may update this Trust & Safety page from time to time to reflect our practices, legal requirements, or feedback. The current version is always published here with a “Last updated” date.

Last updated: January 2026.