StellarStay maximizes revenue—just not at any cost.
Let’s be clear: Yes—like any business, StellarStay exists to maximize revenue. But not at any cost.
We believe success in short-term rentals doesn’t come from chasing every booking. It comes from protecting the properties we’re entrusted to manage, maintaining high standards, and cultivating respectful relationships between guests, hosts, and homeowners. In fact, it’s exactly this discipline that allows us to create long-term profitability—not just for us, but for the owners who’ve trusted us with their homes.
We recently had to make a difficult—but necessary—decision to cancel a reservation when it became clear that the guest was not aligned with our values.
Despite repeated, clear, and polite communication—including house rules, check-in instructions, and a request for a standard, fully refundable security deposit—the guest ignored messages, delayed responses, and later claimed she had never received them. All of this, despite documented proof from Airbnb confirming the messages had been delivered days prior.
When confronted, the guest doubled down, making excuses, trying to dictate her own terms, and avoiding responsibility. What we didn’t hear was a sincere apology or acknowledgment of our policies—which are plainly stated and legally binding as part of the Airbnb rental contract.
We won’t risk our clients’ properties.
So we canceled the reservation.
Not because we didn’t want the revenue. But because we refuse to put our clients’ properties at risk for short-term gains.
We don’t manage hotels. These are private homes—valuable, personal spaces that deserve care and respect. Our job is to safeguard those homes, and that means saying no to anyone who doesn’t treat the process with the seriousness it deserves.
Here’s what we expect from every guest:
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Read the listing and house rules. They’re there for a reason.
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Respond to communication. Our system is fast and efficient—but it only works if you read your messages.
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Respect the property. This isn’t a transaction. It’s a shared responsibility.
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Own your mistakes. We all miss things sometimes. But maturity means acknowledging it, not doubling down.
We’ve built our reputation on trust. That’s why we invite you to read the following:
At StellarStay, we absolutely want more bookings. But only when they come with the kind of guest behavior that makes this industry sustainable: responsibility, kindness, responsiveness, and mutual respect.
If you’re that kind of guest, you’re exactly who we want to host.
If not, there are plenty of alternatives out there. We just aren’t one of them.
The StellarStay Team
