TREVO Hosting Standards

Creating Exceptional Car-Sharing Experiences

At TREVO, we believe in creating a community that thrives on trust, reliability, and the sharing of quality experiences. As a Host, you play a crucial role in this vision. By sharing your car on our platform, you're not just offering a vehicle, but an experience that can make a Guest's journey memorable. To ensure this, we have established certain standards that every Host must strive to uphold.

• High acceptance rate

• Proactive communication

• Listing accuracy

• Car cleanliness

• Car maintenance and safety

High acceptance rate

At TREVO, we understand the importance of reliability. As a Host, it is crucial that you strive to maintain a high average acceptance rate. By doing so, you not only guarantee that guests can always find a car when they need it but also contribute to a seamless TREVO experience. We firmly believe that reliability is the key to fostering trust and satisfaction among our valued guests, making it a top priority for all our Hosts.

Managing your calendar availability as a TREVO Host is essential for a successful and efficient hosting experience. By regularly reviewing your availability, viewing available and booked dates, and removing availability when required, you maintain a well-organised and reliable presence on the platform.

Hosts are also expected to maintain a consistently high review rating. Positive reviews are a reflection of your commitment to quality service. Based on the reviews data, we found that Guests are more likely to leave high ratings when the car is well-maintained, safe to drive, kept clean, provided with enough fuel and the Host is communicative.

Proactive communication

Clear and prompt communication is key to preventing misunderstandings and fostering trust. Keeping the lines of communication open is crucial in building a successful relationship between Hosts and Guests. By maintaining an active and responsive approach, Hosts can ensure that both parties feel valued and heard.

Responding promptly to messages and booking inquiries not only demonstrates professionalism. Whether clarifying details, addressing concerns, or simply exchanging pleasantries, timely communication serves as a bridge that connects Hosts and Guests. This creates an atmosphere of reliability and sets the stage for an unforgettable hosting experience.

• After accepting a booking:

  • Sharing details regarding the delivery and key exchange process, ground rules like no smoking in the car and so on can help to set clear expectations and avoid misunderstanding.

• At the start of the booking:

  • Always verify the identity of Guests or the Dasher before handing over your vehicle and report any discrepancies to us immediately.

  • If you know that the delivery (either by you or the Dasher) will be delayed for any reason, keep your Guest updated.

Listing accuracy

Guests should get exactly what they expect. Make sure your car details - location, petrol, number of seats, model, make, transmission, and year of make (not older than 10 years) - are accurately listed. This helps Guests make informed decisions and enhances their satisfaction. Guest should also get the exact car they booked. In the event that they received a different car - they can report the situation to us and at our discretion, we may refund the booking or suggest a car with another Host to book.

• Listing photos:

  • The photos that you uploaded should reflect the current condition of your car.

• Features

  • List down things like Bluetooth connectivity, GPS navigation and child seat if they’re included. Don’t mention things that aren’t actually available.

Car cleanliness

As we mentioned, Guests appreciate Hosts who maintain high cleanliness standards. As such, regularly clean and maintain your car to keep your vehicle clean and presentable at all times. A clean car will make Guests happy and increase the chances of positive reviews. Prioritise cleanliness and hygiene by cleaning your car before each booking to improve the Guest experience and create a good first impression.

Guests like stepping into a tidy car that's free of dirt, stains, and odours. Clean both the interior and exterior of your car for a comfortable journey.

Car maintenance and safety

As a Host, you are responsible for ensuring your car is regularly serviced and safe for driving. This include:

• Maintenance: Checking and replacing the engine oil, brake fluid, and coolant levels as necessary. Tyres should be inspected for wear and tear and kept at the correct pressure. Brakes should be responsive and lights, including indicators, should be in working order. The battery should be checked for any signs of corrosion or leakage.

• Documentation: Having valid road tax and comprehensive insurance coverage ensures your vehicle is legally registered for use on public roads in Malaysia, while insurance coverage provides financial protection against potential accidents or damages.

• Fuel: Providing at least a 50% fuel level or more before the start of a booking.

Regular checks and maintenance not only guarantee the safety of the guests but also extend the life of your vehicle.

Reporting a violation

TREVO encourages Guests to report suspected or clear violations of these Hosting Standards promptly through channels such Customer Support (live chat, email), in-app issue reporting function as well as by rating and reviewing the Host after a booking ends.

• The best and fastest way to resolve this is by communicating the issues with your Guest directly.

• If you’re unable to find a solution with your Guest, contact our Customer Support via live chat or email help@trevo.my.

• Ensure that the issue is documented (messages, photos, etc.).

• Asking for payments from Guests for anything related to their booking is not allowed.

Keeping Hosts accountable to the Hosting Standards

We understand that maintaining these standards requires commitment and effort. However, it is essential to ensure that our community continues to thrive and that every Guest enjoys a comfortable, reliable trip.

In the spirit of fairness and maintaining high-quality service, we also have certain repercussions for Hosts who do not meet these standards. These are intended as measures to ensure the quality of our platform:

• Warning: This is the first step to bring to your attention any areas that need improvement.

• Removal of listing's availability: If the standards are not improved, the listing may be temporarily removed.

• Listing suspension or rejection: Continued failure to meet standards may lead to suspension or rejection of the listing.

• Account suspension or blocking: In extreme cases, if there's no improvement, the user account may be suspended or blocked permanently.

Depending on the circumstances of the violations, TREVO may also take other measures such as refunding the Guest (which means you won’t get paid), cancelling an active or upcoming booking and/or asking you to provide proof or documentation.

In cases where we found that your are not at fault, the penalty will not apply to you. We will always ensure to validate the issue/report and attempt to understand them by contacting you.

Ways to appeal violations

If you found yourself to be in a situation where you need to appeal decisions for a violation, you may do so via the Appeal Form.

*Only for violations listed in the Hosting Standards.

For other violations not listed in the Hosting Standards such as your account being blocked or suspended for violating any other TREVO’s Terms of Service, you are required to appeal by replying to the email you received from our Trust and Safety team or by using the in-app appeal feature.

Conclusions

We encourage you to view these not as penalties, but as reminders of the importance of maintaining our community standards. After all, our ultimate goal is to create a positive and reliable platform for all users.

In conclusion, TREVO's hosting standards are designed to elevate the car-sharing experience for Hosts and Guests alike. Our goal is not to penalise but to guide you toward becoming exceptional Hosts. By adhering to these standards, you'll not only enhance your hosting reputation but also contribute to creating a thriving and trusted car-sharing community in Malaysia. Together, we can make TREVO the go-to platform for car-sharing enthusiasts. Happy hosting!

Disclaimer: This article is non exhaustive and may be updated from time to time without prior notice. Please read through our Terms of Service to understand more about other matters that are not covered in this article.