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FAQ / General Questions
1. How do I book a property?
Plot your course at starshipstays.spitzworks.com, pick your dates, and send your booking request. Once payment goes through, you're officially cleared for launch—reservation confirmed.
2. When am I charged for a booking?
Right away at booking. We use a secure third-party payment provider to process your payment.
3. What payment methods are accepted?
Most major credit/debit cards and select digital wallets. All payments are processed through Stripe.
4. Can I cancel my reservation?
Yes. Every Star Host sets their own cancellation terms, and they can vary by property. Check the cancellation policy on the listing page before you book so there are no surprise asteroid fields.
5. When will I receive my refund?
Refund timing depends on your payment method and your bank. Most approved refunds land back in your account within 5–10 business days.
6. How do I contact a Star Host?
Once your booking is confirmed, you can message your Star Host right through the platform.
7. What if the property is not as described?
Hit the comms right away: jeremy@spitzworks.com. Share what's going on and we'll review it and help work toward a fair resolution (which may include a refund or alternative accommodations).
8. What are Star Hosts responsible for?
Star Hosts keep the starship running smoothly. That means:
- Sharing accurate property details (no space-age exaggerations)
- Keeping the place safe and clean for humans and hounds
- Honoring confirmed bookings
9. What are Star Guests responsible for?
Star Guests help keep the galaxy friendly by:
- Following the house rules
- Treating the property with respect
- Covering the cost of any damages caused
10. Is my payment secure?
Yes. Payments are handled by Stripe (a secure third-party payment processor), and we don't store your full payment details.
11. Can Star Hosts cancel bookings?
Star Hosts shouldn't cancel confirmed bookings except in truly exceptional circumstances. Repeated cancellations may lead to penalties—or being ejected from the platform airlock (a.k.a. removal).
12. How do I become a Star Host?
We're still building the Star Host command deck. Want early access? Email jeremy@spitzworks.com. (All properties must be dog-friendly—paws required.)
13. Are there service fees?
Nope. Zero service fees—ever. (We don't believe in hidden space taxes.)
14. How do I report a problem?
Send a message to jeremy@spitzworks.com with the details. We'll respond as quickly as we can and help get things back on course.
Cancellation & Refund Policy
Effective Date: April 30th, 2026
1. Overview
This Cancellation & Refund Policy outlines the terms under which Star Guests may cancel bookings and receive refunds. Policies may vary by listing, and the specific terms applicable to a booking will be displayed at checkout.
2. Standard Cancellation Policies
Star Hosts may choose from the following general policy types:
a. Flexible
- Full refund if canceled at least 24–48 hours before check-in
- Partial or no refund for late cancellations
b. Moderate
- Full refund if canceled at least 5 days before check-in
- Partial refund for cancellations within 5 days
c. Strict
- Limited or no refund for cancellations within a specified period before check-in
The exact policy for each booking will be clearly displayed before confirmation.
3. Service Fees
No fees!
4. Star Host Cancellations
If a Star Host cancels a confirmed booking:
- Star Guests will receive a full refund
- We may assist in finding alternative accommodations
- Star Hosts may be subject to penalties
5. Extenuating Circumstances
In certain situations (e.g., natural disasters, government restrictions), we may override standard cancellation policies and issue refunds at our discretion.
6. Refund Processing
- Approved refunds are typically processed within 5–10 business days
- Processing time may vary depending on your financial institution
7. Disputes
If you believe you are entitled to a refund not issued automatically, contact us at jeremy@spitzworks.com. We will review disputes on a case-by-case basis.
8. Changes to This Policy
We reserve the right to modify this policy at any time. Changes will not affect bookings already confirmed unless required by law.
Star Host Guidelines
1. Overview
These Star Host Guidelines outline the responsibilities and expectations for users listing properties on Starship Stays, LLC.
2. Listing Accuracy
Star Hosts must:
- Allow dogs
- Provide truthful and complete property descriptions
- Upload accurate photos
- Clearly disclose pricing and availability
Misleading listings may be removed.
3. Legal Compliance
Star Hosts are responsible for:
- Complying with all local, state, and federal laws
- Obtaining required permits or licenses
- Following zoning and short-term rental regulations
4. Safety and Cleanliness
Star Hosts must ensure properties:
- Are clean and well-maintained
- Meet basic safety standards (e.g., smoke detectors, safe exits)
- Are free from known hazards
5. Communication
Star Hosts should:
- Respond to inquiries promptly
- Provide clear check-in instructions
- Be available during active bookings
6. Booking Commitments
- Star Hosts must honor confirmed reservations
- Cancellations should only occur in exceptional circumstances
- Frequent cancellations may result in penalties or removal
7. Guest Privacy
Star Hosts must respect guest privacy and:
- Use guest information only for booking-related purposes
- Not share or misuse personal data
8. Prohibited Conduct
Star Hosts may not:
- List properties that do not allow dogs
- Discriminate against Guests
- List properties they are not authorized to rent
- Engage in fraudulent or deceptive practices
9. Platform Enforcement
We reserve the right to:
- Remove listings
- Suspend or terminate accounts
- Impose penalties for violations
10. Updates to Guidelines
These guidelines may be updated periodically. Continued use of the platform constitutes acceptance of any changes.
Star Guest Standards / House Rules
1. Overview
These Star Guest Standards outline the expectations for all users booking and staying at properties through Starship Stays, LLC. By making a reservation, you agree to follow these standards as well as any additional rules set by your Star Host.
2. Respect for Property
Star Guests must:
- Treat the property and all furnishings with care
- Leave the property in a reasonably clean condition
- Follow all check-in and check-out instructions
Star Guests may be charged for excessive cleaning or damage.
3. Compliance with House Rules
Each property may have specific rules set by the Star Host. These may include:
- No smoking
- No parties
- Quiet hours
- Maximum occupancy limits (including pets)
Star Guests agree to review and follow all listed rules before booking.
4. Prohibited Activities
Star Guests may not:
- Engage in illegal activities on the property
- Host unauthorized parties or events
- Disturb neighbors or violate local noise ordinances
- Use the property for commercial purposes without permission
5. Damage and Incident Reporting
Star Guests must:
- Report any damage or issues to the Star Host as soon as possible
- Notify Starship Stays, LLC if the issue affects safety or habitability
Star Guests are responsible for damages caused during their stay beyond normal wear and tear.
6. Respect for Neighbors and Community
Star Guests should:
- Be mindful of noise levels
- Follow parking rules
- Respect shared spaces and community guidelines
7. Safety Compliance
Star Guests must:
- Follow all safety instructions provided by the Star Host
- Use appliances and amenities responsibly
- Immediately report unsafe conditions
8. Unauthorized Access
Only registered Star Guests included in the reservation are permitted to stay overnight unless otherwise approved by the Star Host.
9. Violations
Failure to follow these standards may result in:
- Additional charges
- Cancellation of the booking without refund
- Suspension or removal from the platform
10. Reporting Issues
If a problem arises during your stay, contact the Star Host first. If the issue is not resolved, contact us at jeremy@spitzworks.com.
11. Updates to Standards
We may update these Star Guest Standards from time to time. Continued use of the platform constitutes acceptance of any updates.
Trust & Safety
1. Our Commitment
At Starship Stays, LLC, we are committed to creating a safe, reliable, and trustworthy platform for both Star Guests and Star Hosts. While we facilitate connections, we also take steps to promote secure and positive experiences.
2. Secure Payments
All payments are processed through Stripe, a trusted third-party payment processor. This helps ensure:
- Encrypted transactions
- Protection of financial information
- Fraud prevention measures
We do not store full payment card details on our servers.
3. Account Security
We encourage users to:
- Use strong, unique passwords
- Keep login credentials confidential
- Notify us immediately of suspicious activity
We may take action, including account suspension, to protect users and the platform.
4. Identity and Fraud Prevention
We may implement measures such as:
- Email verification
- Monitoring for suspicious activity
- Review of listings and transactions
We reserve the right to investigate and take action against fraudulent or harmful behavior.
5. Listings and Content Review
We may review listings to:
- Ensure compliance with our policies
- Detect misleading or fraudulent content
However, we do not guarantee the accuracy of all listings.
6. Reporting Concerns
Users can report:
- Unsafe conditions
- Fraudulent listings
- Policy violations
- Harassment or inappropriate behavior
To report an issue, contact us at jeremy@spitzworks.com.
7. Emergency Situations
In case of an emergency:
- Contact local emergency services (911 in the United States) immediately
- Then notify us so we can assist where possible
8. Dispute Assistance
While we are not a party to agreements between Star Hosts and Star Guests, we may:
- Facilitate communication
- Review documentation
- Assist in resolving disputes when appropriate
9. Removal and Enforcement
We may take action to protect the platform, including:
- Removing listings
- Issuing warnings
- Suspending or terminating accounts
10. Safety Tips for Star Guests
- Read reviews and listing details carefully
- Communicate through the platform
- Avoid sending payments outside the platform
11. Safety Tips for Star Hosts
- Keep your calendar and pricing up to date
- Screen booking requests when possible
- Clearly communicate house rules
12. Continuous Improvement
We are continually working to improve safety measures and user experience across the platform.
13. Contact Us
For trust and safety concerns, contact:
Starship Stays, LLC
jeremy@spitzworks.com