Platform & Admin Policy
Last updated: 2026-08-18
How Syria Inn is moderated and who has the authority to act — so guests and hosts both know what to expect from the people running the platform, not just the people using it.
Who has authority
Platform administrators oversee the whole system: listing approvals, user account status, FX rates, and platform configuration. A separate customer-support team handles day-to-day issues — reviewing reports, responding to support requests, and looking into booking questions — with narrower access than administrators, focused on resolving the specific issue in front of them.
Listing review
Every new listing is reviewed before it goes live — this is what keeps fake, duplicate, or misleading listings off the platform. The reviewer also checks the host's identity when reviewing their first listing. If a listing is rejected, the host receives the reason and can fix the issue and resubmit.
Enforcement actions
Depending on the severity and history involved, action can range from a warning, to rejecting or suspending a specific listing, to suspending or permanently banning an account. Every enforcement action taken by staff is recorded in an internal audit log.
How disputes are resolved
When a report or support request comes in, our team reviews the relevant booking, messages, and any receipts or evidence provided by both sides, and makes a decision based on what's fair. Decisions on platform matters — such as reports, account standing, and listing status — are final, though you're always welcome to bring new information to support if the situation changes.
Staff access and confidentiality
Staff can view account and booking details only as needed to do their job — verifying an ID, resolving a dispute, answering a support request. Your information is never used for anything beyond resolving the issue you brought to us, and access to sensitive data (like ID documents) is limited and logged.
Fair and consistent enforcement
The same standards apply to every account regardless of who's behind it, including hosts with many listings and long-standing guests. Filing false or bad-faith reports is itself a violation of platform rules and is handled accordingly.
How to reach us
Use the report button on any listing, user, or message to flag a specific problem, or go through Contact Support for anything else. Our team reviews every report and request that comes in.