Vendor Code of Conduct

Last updated: 09 May 2026 · For All Property Vendors

Vendors (property hosts) are the backbone of the Wenjoy.ae marketplace. This Code of Conduct sets the professional and ethical standards that all vendors must uphold. By listing a property on Wenjoy.ae, vendors commit to the standards outlined in this document.

1 Honesty & Transparency

Vendors must operate with complete honesty and transparency in all dealings on the Wenjoy platform. This includes:

Providing accurate and truthful information about the property in all listings.
Disclosing all fees, charges, and conditions clearly in the listing before a guest books.
Being transparent about property rules, restrictions, and any limitations on use.
Not misrepresenting the property category, size, amenities, location, or any other attribute.
Disclosing any known issues or limitations with the property that may affect a guest's experience.

2 Property Standards

Vendors are responsible for maintaining their property to a standard that meets or exceeds what is described in their listing. At every guest check-in, the property must be:

Clean, sanitised, and free of any hazards.
In full working order, with all advertised amenities functional.
Adequately stocked with basic supplies as described or implied in the listing (e.g., towels, bed linen, basic toiletries).
Secure, with all locks, doors, and windows in working condition.
Compliant with all applicable UAE health, safety, and municipal regulations for short-term rental properties.

3 Legal Compliance

Vendors are solely responsible for ensuring that their property and operations comply with all applicable UAE laws and regulations, including:

Holding all required short-term rental permits and licences for their emirate.
Complying with UAE municipality requirements for the operation of short-term rental properties.
Ensuring the property meets all fire safety, building, and health regulations.
Paying all applicable taxes and fees as required under UAE law.
Maintaining valid insurance where required or recommended for short-term rental operations.

Wenjoy is not responsible for any regulatory non-compliance by vendors and may remove listings that are found to be operating unlawfully.

4 Guest Relationship & Hospitality

Vendors must treat all guests with courtesy, professionalism, and respect at all times. This includes:

Providing guests with all necessary information for a smooth check-in experience.
Being reasonably accessible or responsive to guests during their stay for urgent matters.
Treating all guests equally and without discrimination. Please refer to our Anti-Discrimination Policy.
Respecting the privacy of guests during their stay — vendors must not enter the property without prior notification and consent, except in the case of a genuine emergency.
Not harassing, intimidating, or pressuring guests in any way.

5 Honouring Bookings

Once a booking is confirmed on Wenjoy, the vendor is contractually committed to honouring it. Vendors must:

Ensure the property is available and ready for the guest on the confirmed check-in date.
Not cancel confirmed bookings except in cases of genuine emergency or force majeure.
Contact both Wenjoy and the guest as early as possible if a cancellation becomes unavoidable.

Vendors who repeatedly cancel confirmed bookings will face penalties including reduced listing visibility, suspension, or permanent removal from the platform.

6 Security Deposit Conduct

If a vendor collects a security deposit, they must do so fairly and in accordance with Wenjoy's Security Deposit Policy. Vendors must:

Collect the deposit only at check-in and provide a clear acknowledgement of the amount received.
Return the full deposit promptly at checkout if no damage has occurred.
Provide clear, evidence-based justification for any deductions made from the deposit.
Not use the security deposit as a means to generate additional income without legitimate cause.

7 Financial Responsibility

Vendors are responsible for maintaining accurate bank account details in their Wenjoy profile to ensure timely receipt of payouts. Wenjoy is not liable for payment failures resulting from incorrect or outdated banking information. Vendors must also:

Not attempt to conduct transactions with guests outside of the Wenjoy platform in a manner designed to bypass platform fees.
Not offer guests incentives to cancel a Wenjoy booking and rebook directly.

8 Reviews & Feedback

Vendors must not attempt to manipulate the review system by:

Offering guests incentives (discounts, gifts, refunds) in exchange for positive reviews.
Pressuring guests to modify or remove negative reviews.
Submitting false or misleading reviews about other vendors.

Vendors may respond professionally and factually to guest reviews through the platform. Responses must not contain offensive, threatening, or defamatory content.

9 Data & Guest Privacy

Vendors who receive guest information through the Wenjoy platform must use that information solely for the purpose of facilitating the booked stay. Vendors must not: