What we do to keep stays safe

Every host is verified before they can accept paid bookings. That means a confirmed email, a confirmed phone number, and — for hosts who reach our payout threshold — government-issued identity verification through Stripe. Hosts who deliver trailers may be asked to verify a driver's license.

Guests verify email and phone at signup. Hosts can require additional verification — for example, a confirmed government ID — before accepting bookings on their listings.

A listing has to answer the same load-bearing questions every time: where is it set up, can it be towed, does the host deliver, what hookups exist, how many people sleep there, what's the cancellation policy. Listings that omit these are flagged and can't be published.

Reviews are tied to completed bookings. We don't allow anonymous reviews and we don't allow review removal in exchange for refunds. If a listing's reality doesn't match its description, the review record will say so and the rating will reflect it.

Money flows through Stripe. Wheelhouse does not store credit card numbers; Stripe holds and tokenizes them. Host payouts are sent through Stripe Connect to bank accounts hosts verify themselves.

• Guest payment is authorized at the time of booking and only captured when the host accepts the booking. Declined or expired requests release the hold automatically.
• Host payouts are released after the guest checks in, pursuant to the schedule the host configured.
• Refunds follow the cancellation policy on the listing. See Cancellation policy for the schedule.
• We will never ask you to pay or accept payment outside Wheelhouse. If a host or guest pushes you off-platform, report it.

Hosts and guests communicate through Wheelhouse messages. Even after a booking is confirmed, we recommend keeping coordination there — it gives both parties a paper trail if something goes wrong, and it lets our trust & safety team review context quickly when it does.

If something goes wrong on a trip — the trailer is unsafe, the host disappears, the guest violates rules, dangerous weather threatens the site — start here:

• Document. Photos and short videos of the problem, time-stamped through the platform messaging system.
• Message the other party first. Most issues are misunderstandings and resolve fast.
• Open a support ticket through the in-app Help center if you need us involved. Include the booking ID.
• Email safety@getwheelhouse.com for urgent trust and safety issues — fraud, threats, injury, suspected criminal activity. We respond around the clock.

If you or someone with you is in immediate danger, call your local emergency number first. In the US and Canada that's 911. Wheelhouse cannot dispatch emergency services. After you're safe, contact safety@getwheelhouse.com so we can support you on the booking and policy side.

Wheelhouse offers a host-protection program designed to cover eligible damage caused by guests during a stay. Coverage limits, exclusions, and the claims process are documented on the insurance page. Host protection is not a substitute for the host's own RV insurance — we recommend hosts also carry a commercial or rental policy appropriate for their unit and jurisdiction.

Suspect a fake listing, a harassing user, an off-platform payment request, or anything that smells off? safety@getwheelhouse.com is the fastest path. We treat reports confidentially and we don't need a perfect case file — a sentence and a link is enough to start.

We publish a yearly trust & safety summary covering the number of reports we received, the categories they fell into, and what we did about them. Once we have a meaningful 12-month data set, the report will live here.