Last updated: July 14, 2026
Welcome to STR Assistance. These terms explain what you can expect from us, and what we expect from you, when you use our website or work with us as a client. By using our site or signing up for our services, you’re agreeing to these terms.
We are an independent service provider. We are not affiliated with, endorsed by, or officially partnered with Airbnb, Vrbo, Booking.com, or any other short-term rental platform. We work with these platforms on behalf of our clients, and any references to them are for descriptive purposes only.
If anything here doesn’t make sense, contact us and we’ll explain it.
Who We Are and What We Do
STR Assistance provides virtual assistant services for short-term rental hosts, including guest communication, listing management, review management, damage claim filing, dispute handling, and related support, across Airbnb and other short-term rental platforms.
The exact services you receive depend on the package or agreement you sign up for.
Using Our Website
You can browse our website and use our contact forms freely. In return, we ask that you don’t:
- Use the site for anything unlawful
- Try to interfere with how the site runs (for example, attempting to hack, overload, or scrape it)
- Copy or reuse our content for your own commercial purposes without asking us first
We may update, change, or remove parts of the website at any time without notice.
Becoming a Client
When you sign up for our services, you’re agreeing to provide accurate information about yourself and your property or properties. This includes anything we reasonably need to do the work, such as listing details, guest communication history, or account access where applicable.
If you give us access to your Airbnb or other platform account so we can manage it on your behalf, you remain the account holder. We act on your behalf within the scope of the services you’ve asked for, and we won’t use your account for anything outside that scope.
You’re responsible for keeping your own account credentials, payment methods, and platform settings up to date. We’re not responsible for issues that come from outdated or incorrect information on your end.
What We Do (and Don’t) Guarantee
We put real effort into documentation, claim filing, and dispute handling, and our track record reflects that. But we don’t control the final decision on any individual claim or dispute. That decision belongs to Airbnb, or whichever platform the claim is filed with.
Any statistics we share about our past results, such as approval rates or amounts recovered, describe our historical performance across many cases. They’re not a promise or guarantee about the outcome of your specific case. Every situation is different, and results depend on the details, evidence, and the platform’s own review process.
We’ll always aim to give you an honest, realistic picture of a claim’s chances rather than tell you what you want to hear.
Payment and Fees
Pricing, billing frequency, and payment terms are set out separately when you sign up for a service package. Fees are due as agreed in that arrangement.
We process payments through Stripe. When you make a payment, your card and billing details are handled directly by Stripe, not stored on our own systems. Stripe’s own privacy and security practices apply to that part of the process.
If you cancel a service mid-cycle, refunds (if any) will follow whatever cancellation policy is stated in your service agreement.
Confidentiality
We treat information about your business, your properties, and your guests as confidential. We won’t share it with anyone outside our team except where it’s needed to do the work you’ve hired us for (for example, communicating with a guest or filing a claim with Airbnb), or where we’re required to by law.
In turn, we ask that you don’t share confidential information about our internal processes or pricing with third parties.
Limitation of Liability
We’ll deliver our services with reasonable skill and care. That said, we can’t be held responsible for:
- Decisions made by Airbnb or any other platform, including denied or reduced claims
- Losses caused by inaccurate or incomplete information you provided to us
- Delays or issues caused by the platform itself, rather than by our work
- Indirect or consequential losses, such as lost bookings or lost income, beyond the fees you’ve paid us
Nothing in these terms limits our liability where the law doesn’t allow us to, for example in cases of fraud or gross negligence on our part.
Ending the Relationship
You can stop using our services at any time, subject to any notice period or terms set out in your specific service agreement.
We may also end our services to you if you breach these terms, provide false information, or if we reasonably believe continuing the relationship isn’t workable. Where possible, we’ll give you notice before doing so.
Intellectual Property
The content on our website, including text, graphics, and branding, belongs to STR Assistance unless stated otherwise. You’re welcome to share links to our content, but please don’t copy or republish it without asking us first.
Changes to These Terms
We may update these terms from time to time, for example as our services change or as needed for legal reasons. We’ll update the date at the top of this page when that happens. If you’re an active client, we’ll make a reasonable effort to let you know about any significant changes.
Governing Law
These terms are governed by the laws of England and Wales. Any disputes arising from these terms will be handled under that jurisdiction.
Contact Us
If you have questions about these terms, reach out to us at:
Email: support@strassistance.com
Address: Suite A 82, James Carter Road, Mildenhall, Bury St. Edmunds, England, United Kingdom