<p>Yes. You must tell your claims adjuster as soon as you have chosen a temporary accommodation. Do it <strong>before signing the relocation contract with Sinistar.</strong></p>
<h5>Good to know</h5>
<p>As a general rule, always tell your claims adjuster when there is a change to your file.</p>

Once I have chosen an accommodation, do I have to tell my insurer?

<p>If you’re facing a serious and unexpected situation that prevents you from staying at your temporary accommodation, <a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent"><strong>contact your Sinistar agent</strong></a> <strong>as soon as possible.</strong> He or she will see if your reservation can be cancelled.</p>
<h5>Good to know</h5>
<p>If necessary, you can ask your claims adjuster to inform us. In this case, <strong>you are responsible for making sure that this information was received by us.</strong> In case of delay, you may have to pay an additional charge.</p>
<h2>If your booking is cancelled</h2>
<p>You will still have to pay your booking <strong>in full</strong>.</p>

Making a cancellation request

<p>We work very hard with our hosts to offer you the best possible experience. That said, there may be times when the accommodation you have chosen doesn’t meet your expectations. We know how frustrating these situations can be, so we do everything in our power to find a solution.</p>
<p>Here’s what to do if you’re not satisfied with your accommodation:</p>
<ul>
<li><a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent"><strong>Contact your Sinistar Agent</strong></a> within 24 hours after you have arrived at the accommodation.</li>
<li><strong>Take photos and/or videos to document the problem.</strong> This will help us understand the situation.</li>
</ul>
<h5>Good to know</h5>
<p>In the event of a major problem, we will be happy to offer you another accommodation at no additional cost to you.</p>

Can I change accommodations if I’m not satisfied?

<p>Oui. Vous devez aviser votre expert en sinistre dès que vous avez choisi un logement temporaire. Et ce, <strong>avant de signer un contrat de relocalisation avec Sinistar.</strong></p>
<h5>Bon à savoir</h5>
<p>Règle générale, <strong>informez toujours votre expert en sinistre</strong> lorsqu’il y a un développement dans votre dossier.</p>

Une fois mon logement choisi, dois-je aviser mon assureur?

<p>Si vous vivez une situation grave et imprévue qui vous empêche de rester dans votre logement temporaire, <a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/comment-joindre-votre-agent-sinistar"><strong>contactez votre agent Sinistar</strong></a> <strong>dès que possible.</strong> Il verra s’il peut annuler votre réservation.</p>
<h5>Bon à savoir</h5>
<p>Au besoin, vous pouvez demander à votre expert en sinistre de nous aviser à votre place. Dans ce cas, <strong>vous êtes responsable de vérifier que l’information s’est bien rendue à nous.</strong> En cas de délai, vous pourriez devoir payer des frais supplémentaires.</p>
<h2>Si votre réservation est annulée</h2>
<p>Vous devrez quand même payer <strong>la totalité</strong> de la réservation.</p>

Comment faire une demande d’annulation

<p>Nous travaillons très fort avec nos hôtes pour vous offrir la meilleure expérience possible. Cela dit, il peut arriver que le logement choisi ne réponde pas à vos attentes. Nous savons à quel point ces situations peuvent être frustrantes. C'est pourquoi nous faisons tout notre possible pour trouver une solution.</p>
<p>Voici quoi faire si vous n'êtes pas satisfait de votre logement :</p>
<ul>
<li><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/comment-joindre-votre-agent-sinistar"><strong>Contactez votre agent Sinistar</strong></a> dans les 24 heures après votre arrivée dans le logement.</li>
<li><strong>Prenez des photos et/ou des vidéos</strong> pour documenter le problème. Cela nous aide à bien comprendre la situation.</li>
</ul>
<h5>Bon à savoir</h5>
<p>En cas de problème majeur, il nous fera plaisir de vous offrir un autre logement. Et ce, sans frais supplémentaires.</p>

Puis-je changer de logement si je ne suis pas satisfait?

Annulations et remboursements

<p>You can fill out your accommodation application <a href="https://sinistar.ca/insured-request?step=start">online</a> or by calling <a href="tel:+18557178878">1-855-717-8878</a>.</p>
<p>Below are the steps to follow.</p>
<h5>Important</h5>
<p>If the <strong>Red Cross</strong> is involved in your case, call us at <a href="tel:+18557178878"><strong>1-855-717-8878</strong></a><strong>.</strong></p>
<h2>Step 1: Tell us if you are insured</h2>
<p>Online, click the button that matches your situation.</p>
<p>Note that Sinistar is designed for disaster victims who have home insurance coverage.</p>
<p><strong>Not insured?</strong> To learn about your options, read our article <a href="https://sinistar.ca/en/blog/finding-a-temporary-home-after-a-disaster-tips-and-tricks">Finding a temporary home after a disaster: tips and tricks</a>.</p>
<h2>Step 2: Create an account</h2>
<p>If you are applying online, you will be asked to create a Sinistar account. You can either enter your contact information in the form or log in from Facebook or Google.</p>
<h5>Attention</h5>
<p>Already have a <strong>Sinister host account?</strong> You’ll need to create a new one with a different e-mail address. However, the phone number can remain the same for both accounts.</p>
<h5>To learn more:</h5>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/your-account/creating-a-sinistar-account">Creating a Sinistar account</a></p>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request">How to apply online</a></p>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/your-account/how-to-link-your-facebook-or-google-account-to-your-sinistar-account">How to link your Facebook or Google account to your Sinistar account</a></p>
<h2>Step 3: Tell us more about your insurer</h2>
<p>The more we know about your insurer and your claim file, the better we can help you. Here’s the information to provide:</p>
<ul>
<li><strong>Full name of your insurance adjuster.</strong> This is the person who assists you with your claim with your insurer. You can usually find his or her name in an e-mail sent to you, in your insurance documents, or by calling your insurer.</li>
<li><strong>Insurance company.</strong> Specify the name of your insurer.</li>
<li><strong>Claim file number.</strong> You can find this in the documents that your insurer sent you regarding your claim. You can also request it directly from your adjuster by phone or e-mail.</li>
</ul>
<p>If you do not have all this information, move to the next step. A Sinistar agent will follow up with you.</p>
<h2>Step 4: Specify an address… or a few</h2>
<p>This allows us to offer you housing in areas that interest you.</p>
<h5>Good to know</h5>
<p>You don't have to choose accommodation near where your residence is located. You can list your work address or your children's school address, if you prefer.</p>
<h2>Step 5: Specify the number of people and rooms</h2>
<p>Tell us how many people will be moving into the temporary accommodation with you. Then, tell us how many rooms you want. This helps us find a home that meets your needs.</p>
<h2>Step 6: Tell us about your needs (optional)</h2>
<p>Do you have special needs? Tell us about it! We will do our best to find you a suitable accommodation.</p>
<p>Some common requests include:</p>
<ul>
<li>Baby furniture</li>
<li>Pets allowed</li>
<li>Private parking</li>
<li><a href="https://sinistar.ca/en/help-center/disaster-victim/housing-search/how-to-find-an-accommodation-to-fit-my-accessibility-needs">Accessibility criteria (reduced mobility)</a></li>
</ul>
<h5>Good to know</h5>
<p>All our accommodations are <strong>furnished and equipped.</strong> Basic amenities (e.g., wireless Internet) are also included.</p>
<h2>Step 7: Specify your arrival date</h2>
<p>You can also choose a departure date.</p>
<h5>Good to know</h5>
<p>If you need to push back your departure date during your stay, you can. All you need to do is request an extension. Usually, the hosts will accept.</p>
<h2>Step 8: Wait for the agent to call you</h2>
<p>Once you have completed your application, a Sinistar agent will contact you shortly after. He or she will suggest an accommodation based on your needs and preferences.</p>
<h2>Need help?</h2>
<p>Write us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a> or dial <a href="tel:+18557178878"><strong>1-877-717-8878</strong></a><strong>.</strong></p>

How to apply for an accommodation

<p>We want to you to feel at home in your temporary lodging. So, we’ve implemented practices to control the quality of accommodations posted on our platform. Here are the main ones.</p>
<h2>1. Accommodation approval</h2>
<p>Before being able to publish an accommodation on Sinistar, hosts must <strong>have it approved by one of our agents.</strong> Sinistar agents use photos and the description provided to check whether the accommodation:</p>
<ul>
<li>matches its description</li>
<li>is adequately furnished and equipped</li>
<li>is clean and safe</li>
</ul>
<h2>2. Host ratings</h2>
<p>In addition to assessing the accommodations, we also evaluate the hosts. <strong>Every host gets a 1-to-5 star rating based on the reviews received on Sinistar.</strong></p>
<p>Hosts have the option of including the reviews received <strong>on other accommodation platforms.</strong> For example, Airbnb and Vrbo. This enables experienced hosts that start on Sinistar to show a track record of past rentals. Plus, they can post more positive feedback in less time.</p>
<h5>To learn more:</h5>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/reviews-on-stays">Understanding reviews</a></p>
<h2>3. Comments</h2>
<p>Sinistar enables tenants leave comments about their stay at a host’s accommodation.</p>
<p>Hosts can choose to display or not these comments on their profile. They can also display the comments left on other accommodation platforms. This lets you see what other tenants have said about their accommodation.</p>
<h2>What if the accommodation is not suitable?</h2>
<p>If you’re not satisfied once you arrive at the accommodation, Sinistar will offer a new place at no extra cost.</p>
<h5>To learn more:</h5>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/cancellations-and-refunds/can-i-change-accommodations-if-i-m-not-satisfied">Can I change my accommodation if I am not satisfied?</a></p>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/checks-and-security/reporting-a-problem">Reporting a problem</a></p>

How can I be certain of the quality of the accommodations?

<p>We want you to feel at home in your temporary accommodation. <strong>Do you have accessibility needs? Let us know.</strong> It will help us find you a comfortable and safe place to live.</p>
<h2>What to do</h2>
<p>Specify your needs when filling out your <a href="https://sinistar.ca/insured-request?step=start">relocation application</a>:</p>
<ol>
<li>At the "Do you have any basic needs?" step, select <strong>Other.</strong></li>
<li>A new field will appear—use it to specify your accessibility needs.</li>
</ol>
<p>Your Sinistar agent will work with you to find a home that meets your criteria.</p>
<h2>Accessibility features</h2>
<p>The more details you provide about your needs, the better we can satisfy you. If possible, specify the accessibility features you are looking for.</p>
<p>Here are some examples:</p>
<ul>
<li>Ground-level entrance or with entrance with access ramp</li>
<li>Wide entrance (minimum 32 in. or 81 cm)</li>
<li>Reserved parking for people with disabilities</li>
<li>Grab bars in the shower and near the toilet</li>
<li>Walk-in shower</li>
<li>Shower seat</li>
<li>Lifts</li>
</ul>

How do I find accessible housing (reduced mobility)?

<h2>Ad content</h2>
<p>Each housing ad includes the following information:</p>
<ul>
<li>Housing name and location</li>
<li>Type of accommodation (see below)</li>
<li>Number of rooms, beds and bathrooms</li>
<li>Host information (see below)</li>
<li>Description of the accommodation</li>
<li>Room layout (see below)</li>
<li>Amenities</li>
</ul>
<h2>Availability</h2>
<p>The availability of accommodations does not appear in the listings. Once you have filled out your <a href="https://sinistar.ca/insured-request?step=start">relocation request</a>, it’s the hosts who send their offers. Then, a Sinistar agent filters them and presents you with the best ones for your situation.</p>
<h2>Types of accommodation</h2>
<p>Our hosts offer a variety of complete accommodations. You are sure to find something to suit your needs!</p>
<p>Here are the types of accommodation available on our platform.</p>
<h3>Houses</h3>
<p>These single or multi-story detached units provide complete privacy. You will have a separate entrance, a yard and, in many cases, a private parking space.</p>
<h3>Condos and apartments</h3>
<p>Located in multi-unit buildings, these units are perfect for those who enjoy urban living. Some have a common entrance and others have a separate entrance.</p>
<h3>Townhouses</h3>
<p>Why choose between living in a house and living in an urban environment? With townhouses (also known as row houses), there's no need to compromise. You get an entire house while maintaining the benefits of urban density.</p>
<h3>Lofts</h3>
<p>If you like open spaces, you'll love living in a loft. The bedroom is part of the open layout, which gives a sense of space. Lofts are perfect for singles and couples.</p>
<h3>Semi-detached</h3>
<p>If you like the community life of neighbourhoods, but also like your privacy, a semi-detached may be just what you need. By sharing a common wall with the house next door, you can enjoy having neighbours nearby without sacrificing your space.</p>
<h3>Cottages</h3>
<p>These peaceful havens let you experience nature up close, and are perfect for relaxing and recharging.</p>
<h2>Hosts</h2>
<p>On each listing, you can see the name of the owner of the accommodation in the "Host" section. You can also view comments and ratings from previous tenants. These ratings take into account various elements:</p>
<ul>
<li>cleanliness of the premises</li>
<li>host’s hospitality</li>
<li>communication with the host</li>
<li>accurate description of the location</li>
<li>etc.</li>
</ul>
<p>The reviews are from users of the Sinistar platform and other hosting platforms. We make them available to you to help you make an informed choice.</p>
<h2>Room layout</h2>
<p>It shows you the type of bed found in each room:</p>
<ul>
<li>single/twin</li>
<li>double</li>
<li>queen</li>
<li>king</li>
</ul>

Understanding Ads

<p>If you have pets, you obviously want to relocate with them. We will do our best to find accommodation where they are welcome. However, some restrictions may apply.</p>
<p>Here is what you need to know.</p>
<h2>Pets</h2>
<p>Pets are very often considered family. That said, hosts have the right to accept or refuse pets in their lodging.</p>
<p>Sometimes animals are allowed under certain conditions. Your Sinistar agent will tell you which ones.</p>
<h2>Service animals</h2>
<p>Since service animals are not pets, <strong>hosts must accept them</strong>—unless they threaten their health or the health of other people living in the lodging.</p>
<h5>Good to know</h5>
<p>Hosts can set conditions for keeping service animals in their accommodations. In this case, your Sinistar agent will explain them.</p>

Are pets allowed in the accommodations?

<p>For security and privacy reasons, <strong>you must book an accommodation before you can visit it.</strong> Once your booking has been confirmed, we will send the host’s contact information and access instructions.</p>
<p>To know more about an accommodation or a host before booking:</p>
<ul>
<li>Read the description of the accommodation and list of amenities</li>
<li>Look at the photos provided in the ad</li>
<li>Check out the evaluations and comments left by former tenants</li>
</ul>
<h5>Helpful tip</h5>
<p>Remember that your Sinistar agent is there to answer your questions. <a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">Contact him or her</a> if information is missing from the ad. If needed, the agent will follow up with the host to ask for more details.</p>

Can I visit the accommodation before booking it?

<p>You have done a search on Sinistar and no accommodation seems to meet your criteria? Don’t give up yet. Our agents have more than one trick up their sleeves to find you suitable accommodation!</p>
<p>If you cannot find what you are looking for, <strong>still</strong> <a href="https://sinistar.ca/en/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request"><strong>apply for accommodation</strong></a><strong>.</strong> In the form, give as many details as possible about your needs. This will help our agents approach the right hosts.</p>
<p><a href="https://sinistar.ca/insured-request?step=start">Request an accommodation</a></p>
<h5>Good to know</h5>
<p>Every day, dozens of accommodations are published on Sinistar. And dozens more are waiting to be approved. This said, <strong>we could have the perfect accommodation for you</strong> even if you do not find it on the platform.</p>

 What if no accommodation meets my needs?

<p>When you put in your request for accommodation, you received <strong>an e-mail</strong> with the name and contact information of your Sinistar agent. Consult it to know how to contact him.</p>
<h5>Good to know</h5>
<p>Your Sinistar agent is at your disposal for the entire duration of your relocation. He or she can answer your questions and help you solve problems. Do not hesitate to contact your agent!</p>
<h2>What if I didn’t receive an e-mail?</h2>
<p>First, check in your <strong>spam folder.</strong> The message may have ended up there by mistake. If it’s not there, write us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a>. We will send it again.</p>

How to reach your Sinistar agent

<p>You may change your mind about a reservation or have to cancel for an unexpected reason. We will do everything in our power to make your life easier in these situations. <strong>However, if you’ve already signed the relocation contract, only a valid reason can justify a cancellation.</strong></p>
<h5>To learn more:</h5>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/cancellations-and-refunds/making-a-cancellation-request">Making a cancellation request</a></p>
<h2>If your booking is cancelled</h2>
<p>You will still have to pay your booking <strong>in full</strong>.</p>

Can I cancel my booking?

<p>Your Sinistar agent is your contact for all your questions about your application. Contact your agent at any time by e-mail or telephone. You’ll hear back <strong>within 24 hours.</strong></p>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">How to reach your Sinistar agent</a></p>
<h5>Good to know</h5>
<p>We are working on creating a <strong>dashboard</strong> to let you follow up on your online application status. Stay tuned!</p>

How to follow your relocation request status

<p>Once your request for accommodation has been sent, we will solicit hosts nearby. They will then have <strong>24 hours to make an offer.</strong></p>
<p>After this period, a Sinistar agent will contact you to propose the best value option. If you accept an offer, the host must sign the rental contract. You will then receive a confirmation by e-mail.</p>
<h5>Good to know</h5>
<p>Most hosts respond very quickly. Usually, the contract is signed after only a few hours.</p>

How much time does the host have to get back to me?

<p>Many hosts offer family-friendly accommodations. To know whether an accommodation is suitable for your needs, consult the “amenities” section of the ad.</p>
<p>If you need to relocate with young children or babies, mention this in your <a href="https://sinistar.ca/en/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request">housing application</a>. Give details in the “essential needs” section.</p>
<p>We will find you a place that meets your criteria.</p>

Do the accommodations allow children?

<p>Your security is our number one priority. So, we take steps to check the identity of the hosts offering accommodations on Sinistar.</p>
<h2>Contact information</h2>
<p>Every time a host registers on our platform, <strong>we check their e-mail address and phone number.</strong> This provides you with a reliable way of contacting them.</p>
<h2>Proof of identity</h2>
<p>In addition, we give guests the option of <strong>proving their identity</strong>. To do so, they must send us a photo of themselves and a copy of a photo ID. If both match, a <strong>blue checkmark</strong> is added next to their name. This confirms that a host is operating under their real name.</p>

How does Sinistar check the identity of hosts?

<p>Reviews are important to help hosts improve, but also to help disaster victims have confidence when choosing a host. We encourage you to use them.</p>
<h2>Understanding reviews</h2>
<p>Each review has a rating out of 5 stars and may include a comment. Hosts can make comments public or private.</p>
<h5>Good to know</h5>
<p>Some reviews may come from tourist accommodation platforms like Airbnb and Vrbo. This allows you to see past experiences with these hosts on these platforms.</p>
<h2>Where to find reviews</h2>
<p>To see the reviews for a specific host, go to the host’s profile. You can find the profile by clicking their name in the accommodation ad.</p>
<h2>Leaving a review</h2>
<p>After leaving your accommodation, you’ll receive an e-mail to provide a review about your stay. To leave a review:</p>
<ol>
<li><strong>Click the link in the e-mail.</strong> A tab will open in your browser.</li>
<li><strong>Select the number of stars to rate your stay.</strong> You can give a maximum of 5 stars and a minimum of 1 star.</li>
<li><strong>If you want, you can also leave a comment.</strong> Make sure it is relevant and objective, since you cannot edit it after.</li>
</ol>
<h5>Attention</h5>
<p>Comments that do not respect our content policy will be removed.</p>
<h2>What do I do if my notice is removed?</h2>
<p>If you want to <strong>dispute</strong> the removal of your review, <a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">contact your Sinistar agent.</a></p>

Reviews on stays

<p>Did you forget personal items at the temporary accommodation after you left? Don’t worry! There are several ways of recovering them.</p>
<p>Start by <strong>contacting your host directly.</strong> Next, see what arrangements work best.</p>
<h2>Collecting belongings in person</h2>
<p>You can offer to come by and collect your belongings. In this case, you and the host will choose the best time to meet.</p>
<h2>Sending belongings by mail</h2>
<p>If you cannot go back, you can ask the host to send your items by mail. In this case, simply reimburse the host for the shipping costs.</p>

What if I forgot items at the accommodation?

<p>No. You don’t have to pay a security deposit.</p>
<p>That said, if you cause damage to the accommodation during your stay, you may have to compensate your host. Damages that warrant monetary compensation are those that go beyond normal wear and tear. Sinistar will determine if the damage meets this criterion.</p>

Do I have to pay a security deposit?

<p>You currently need to <a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">contact your Sinistar agent</a> to:</p>
<ul>
<li>change or reset your password</li>
<li>change your contact information (e-mail, phone number)</li>
<li>change the contact information of your claims adjuster</li>
</ul>
<p>Your agent will update the information for you.</p>
<h5><strong>Good to know</strong></h5>
<p>You’ll soon have access to an online dashboard to manage your own account and locations. Stay tuned!</p>

Correcting or changing information

<p>The first time you make a <a href="https://sinistar.ca/insured-request?step=start">relocation request</a> on Sinistar, you’ll be asked to create an account. You have two options:</p>
<ol>
<li>Enter your contact information in the registration form; or</li>
<li><a href="https://sinistar.ca/en/help-center/disaster-victim/your-account/how-to-link-your-facebook-or-google-account-to-your-sinistar-account">Connect using Google or Facebook</a></li>
</ol>
<p><strong>If you already have an account,</strong> click <a href="https://sinistar.ca/insured-request?step=login">Login</a>.</p>
<h5>Attention</h5>
<p>If you have a <strong>Sinistar host account,</strong> you must create a new one using a different e-mail address. However, the phone number can remain the same for both accounts.</p>
<h2>Need help?</h2>
<p>Write us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a> or dial <a href="tel:+18557178878"><strong>1-877-717-8878</strong></a><strong>.</strong></p>

Creating a Sinistar account

<p>When you create your Sinistar account, you have the option of linking it to your Facebook or Google account. This way, as long as you are logged into that account on your device, you will be able to log into Sinistar without a password.</p>
<p>If you want to use this option, click <strong>Continue with Facebook</strong> or <strong>Continue with Google.</strong> A new window will open, prompting you to sign in to your Facebook or Google account.</p>
<h2>Need help?</h2>
<p>Write us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a> or dial <a href="tel:+18557178878"><strong>1-877-717-8878</strong></a><strong>.</strong></p>

How to link your Facebook or Google account to your Sinistar account

<p>We want to provide you the best possible experience. We respond to requests very quickly and take all complaints seriously. Here’s what you should do if you encounter a problem.</p>
<p><strong>If you have a problem with the platform,</strong> contact us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a>. If possible, attach screenshots to your message. This will help us identify the problem.</p>
<p><strong>If you have a problem with the booking process or your host,</strong> <a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">contact your Sinistar agent</a>.</p>
<p><strong>If you have a problem with your temporary accommodation,</strong> contact your host as quickly as possible. Take photos or videos to illustrate your points. If your host can’t help you or refuses to do so, contact your Sinistar agent.</p>
<h2>How we handle complaints</h2>
<p>Whenever a complaint is lodged, our agents investigate to learn the facts. If necessary, they can help you find a new accommodation at no additional cost to you.</p>
<p>Hosts who don’t follow the rules are penalized. Penalties range from a warning to expulsion from the platform.</p>

Reporting a problem

<p>Reviews are an effective way to provide feedback on your experience with a host. They are important for monitoring the quality of housing. But also, to help hosts improve.</p>
<p>The more specific your review is, the more useful it will be. In addition to an <a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/reviews-on-stays"><strong>overall rating</strong></a><strong>,</strong> you can give a <strong>rating of 1 to 5 stars</strong> to the host for each of the following criteria:</p>
<ul>
<li><strong>Cleanliness.</strong> Was the accommodation clean and tidy?</li>
<li><strong>Welcome.</strong> Did your arrival go well?</li>
<li><strong>Communication.</strong> Did the host respond quickly to you?</li>
<li><strong>Accuracy.</strong> Did the accommodation match its description?</li>
<li><strong>Location.</strong> Was the accommodation located where specified?</li>
</ul>
<p>Lastly, you can leave a <strong>written comment.</strong> The comments may be public or visible only to the host. Use them to talk about the pros and cons of your stay.</p>
<h5>Example</h5>
<p>“The host was very available and answered all my questions. However, several items were missing from the accommodation, including a toaster.”</p>

How to review a host

<p>Sinistar was created to offer disaster victims a more human and warm relocation experience. No more staying in a hotel for months! <strong>With Sinistar, you are hosted by members of your community.</strong></p>
<p>Our hosts are people from your area who have furnished and equipped accommodation. Why do they do it? To make a difference by housing neighbouring disaster victims.</p>

Who are Sinistar hosts?

<p>With Sinistar, the hosts come to you, and not the other way round!</p>
<p>Once your request for accommodation has been completed, <strong>simply wait for your Sinistar agent to call.</strong> He or she will filter the host offers and present you with the best option in terms of quality and price. If the first offer isn’t suitable, he or she will propose another, and so on.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/about-sinistar/choosing-an-accommodation">Choosing an accommodation</a></p>

Receiving offers

<p>You can browse accommodations on <a href="http://www.sinistar.ca/">Sinistar.ca</a>, but you can’t book them directly. Hosts will submit their offers once you have filled in your <a href="https://sinistar.ca/insured-request?step=start">relocation request</a>. A Sinistar agent will then contact you to suggest an accommodation that:</p>
<ul>
<li>meets your criteria (number of rooms, location, etc.)</li>
<li>meets your budget</li>
<li>is available for your entire stay</li>
</ul>
<h2>Why we do it this way</h2>
<p>This system has many upsides. First, hosts can adapt their offers to your needs – and most importantly, to your budget. Plus, our agents screen accommodations for you. This way, you don’t have to flip through dozens of offers to find one that suits you.</p>

Choosing an accommodation

<p>You will receive the entry instructions <strong>by e-mail</strong> once you have signed your contract with Sinistar. These instructions include:</p>
<ul>
<li>address of your temporary lodging</li>
<li>time of arrival</li>
<li>time of departure</li>
<li>details on how to access the accommodation (e.g.: code to unlock the lock)</li>
<li>password for wireless Internet (WIFI)</li>
<li>contact information of your Sinistar host</li>
</ul>
<h2>Didn't receive the entry instructions?</h2>
<p>Here’s what to do.</p>
<ol>
<li><strong>Check your junk or spam mail folder.</strong> They may end up there by mistake.</li>
<li><strong>If they are not,</strong> <a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent"><strong>contact your Sinistar agent</strong></a><strong>.</strong> He or she will resend them to you.</li>
</ol>

Receiving entry instructions

<p>Your host will have sent instructions before you arrive. In some cases, all you have to do is lock the door behind you. In other cases, there are specific steps to follow: cleaning up, housework, appliances, etc.</p>
<p>As a rule, it’s always a good idea to keep things tidy and turn off the lights before leaving. Above all, make sure you leave on time! This prevents being caught by surprise by the cleaning crew, for example.</p>

Leaving the accommodation

<p>Is construction and renovation work taking longer than expected at your home? No problem. With Sinistar, you can always extend your stay. <a href="https://sinistar.ca/en/help-center/disaster-victim/about-sinistar/fill-in-an-extension-request">You only have to ask</a>.</p>
<h5>Attention</h5>
<p>Always inform your claims adjuster <strong>before</strong> requesting an extension.</p>
<h2>Can I stay in the same accommodation?</h2>
<p>When you request an extension, <strong>we will do our best to avoid your having to move.</strong> However, your current accommodation might not be available for the requested dates. In this case, we will suggest another.</p>

Can I extend my stay?

<p>Even if you had set a departure date when you booked, you can always <a href="https://sinistar.ca/en/help-center/disaster-victim/about-sinistar/can-i-extend-my-stay">push it back</a>. And as many times as necessary. Here’s how.</p>
<p>When your departure date is approaching, you’ll be asked by e-mail if you want to extend your stay. <strong>If you do, simply indicate your new departure date.</strong> If not, you can ignore the message.</p>
<h5>Attention</h5>
<p>Always inform your claims adjuster <strong>before</strong> requesting an extension.</p>
<h2>Need help?</h2>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">Contact your Sinistar agent.</a></p>

Filling out a request to extend a stay

<p>We don’t require you to insure the accommodations you publish on Sinistar. That said, <strong>we strongly recommend</strong> that you take out a home insurance policy.</p>
<h5><strong>Good to know</strong></h5>
<p>Home insurance can protect you against breakage or damage, theft and disaster-related losses. In general, it also includes liability insurance. This can be useful if someone gets hurt in your home and claims damages.</p>
<h2><strong>Before taking out insurance</strong></h2>
<p>Make sure that you:</p>
<ul>
<li><strong>Thoroughly read and understand all clauses in the contract.</strong> Your general insurance agent or broker must explain them to you.</li>
<li><strong>Inform your insurer that you are renting your accommodation on a temporary basis.</strong> This could impact insurance costs, as well as the coverage offered.</li>
<li><strong>Check if the contract covers actions (and inaction) by the people</strong> staying in your lodging.</li>
</ul>

Do I have to insure my accommodation?

<p>With Sinistar, you have full control over the price of your accommodation for each rental. However, there are steps to maximize your income and limit your losses.</p>
<p>The 5 steps below will help you set a price for your accommodation.</p>
<h2><strong>1. Calculate your expenses</strong></h2>
<p>If your price does not cover all your expenses, you will lose money renting your place out. Start by totalling all your expenses related to your home and its rental.</p>
<h5><strong>Good to know</strong></h5>
<p>Your total expenses are your <strong>break-even point</strong>, meaning the amount at which you start to make a profit. You should know it so you don’t end up in the red.</p>
<h3><strong>Basic expenses</strong></h3>
<p>Of course, you must include expenses that are related to the accommodation itself. For example:</p>
<ul>
<li>Mortgage or rent</li>
<li>Property and school taxes</li>
<li>Insurance</li>
<li>Maintenance</li>
<li>Recurring expenses</li>
</ul>
<h5>Important</h5>
<p>Electricity, heating and high-speed Internet must be included in your rental price.</p>
<h3><strong>Expenses specific to temporary rental</strong></h3>
<p>To host disaster victims, your accommodation must be fully furnished and equipped. This generates extra expenses like:</p>
<ul>
<li><strong>The purchase of furniture and appliances.</strong> It is recommended that you over several years.</li>
</ul>
<h5>Example</h5>
<p>A quality sofa can easily last 10 years. If you just bought one for $2,000, you could add approximately <strong>$17/month</strong> to your total expenses to offset your purchase. To arrive at this amount, you must calculate $2,000 ÷ 10 years ÷ 12 months.</p>
<ul>
<li><strong>Subscribed services.</strong> For example, streaming or cable services.</li>
<li><strong>Basic supplies.</strong> For example, toilet paper, hand soap, laundry soap and household products.</li>
<li><strong>Housekeeping.</strong> Even if you clean the accommodation yourself, you can budget for an amount to cover your time.</li>
</ul>
<h2><strong>2. Consider the risks</strong></h2>
<p>Very few temporary accommodations are rented 100% of the time. To prevent off-peak periods from eating into your profits, it’s better to plan ahead.</p>
<p>The proportion of time that the place is vacant is called the <strong>“vacancy rate”.</strong> For housing rented on a yearly basis, you can estimate it at <strong>25%.</strong> In other words, expect your accommodation to be vacant 1 week out of 4 (or 3 months per year).</p>
<p><strong>This means that over a month, you must reach your break-even point in 3 weeks instead of 4.</strong></p>
<p>By dividing your break-even point by 3, you get a weekly price floor. Multiply it by 4 to know your <strong>monthly price floor.</strong> You will need it to do the next step.</p>
<h5>Example</h5>
<p>Say your break-even point is $2,000/month. To reach this amount in only 3 weeks of renting, you must charge $667 a week (i.e., $2,000 ÷ 3 weeks). If the accommodation was rented for a full month (or 4 weeks), you would then earn $<strong>2,6/month</strong> ($667 X 4).</p>
<h2><strong>3. Add your profit margin</strong></h2>
<p>Now is the time to add your profit margin!</p>
<p>We recommend aiming for <strong>7 to 20%</strong> of your monthly price floor. You can use this minimum and maximum to establish your <strong>price range.</strong></p>
<h5>Example</h5>
<p>Here’s what you get with a price floor of $2,668/month:</p>
<ul>
<li><strong>Minimum</strong> $2,855/month (i.e., $2,668 + 7%). The profit is then $187/month.</li>
<li><strong>Maximum</strong> $3,202/month (i.e., $2,668 + 20%). The profit is then $534/month.</li>
</ul>
<h3><strong>Why a price range?</strong></h3>
<p>It allows <strong>you to adjust to demand.</strong> Indeed, the number of housing requests on Sinistar fluctuates over time. For example, there may be more in the spring, when snowmelt causes flooding. Or in the winter, when house fires are on the rise due to the use of space heaters and to overloaded electrical circuits.</p>
<h5><strong>Helpful tip</strong></h5>
<p>When there is plenty of accommodation available, price is often a deciding factor. To make your bid more competitive, you can then lower your profit margin. When demand spikes again, you can increase your price.</p>
<h2><strong>4. Add service fees</strong></h2>
<p>When you rent through Sinistar, a <strong>service fee</strong> is deducted from the total amount of the contract. To prevent this fee from eating into your profits, adjust your price range accordingly.</p>
<h5>Example</h5>
<p>Say the service fee is 3% for a given rental offer. If your <strong>minimum price</strong> were $2,855/month, it would now be $2,941/month ($2,855 + 3%). And if your <strong>maximum price</strong> were $3,202, it would now be $3,298/month ($3,202 + 3%).</p>
<p>Great! You now have a definitive price range. Now, how do you know what price to ask for when? For this, you have to follow the market.</p>
<h2><strong>5. Keep an eye on market prices</strong></h2>
<p>Setting your price based on the market keeps you competitive. And it allows you to make the most of your rentals and income.</p>
<p>The Sinistar platform offers you several ways to follow changes in market prices.</p>
<h3><strong>Suggested minimum price</strong></h3>
<p>The Sinistar platform suggests a minimum monthly price based on:</p>
<ul>
<li><strong>The location of your accommodation.</strong> In general, prices are higher in major cities and lower outside urban areas.</li>
<li><strong>The number of rooms.</strong> The more bedrooms your home has, the more you can charge.</li>
</ul>
<p>The minimum suggested price appears when the platform asks you to set the price of your accommodation. That is, when you create your ad and every time you bid on a hosting contract.</p>
<h5><strong>Helpful tip</strong></h5>
<p>If your minimum price (calculated in Step 4) is lower than that suggested by Sinistar, you can increase it. You will then make more profit while remaining competitive.</p>
<h3><strong>Coming soon: Quotes from other hosts</strong></h3>
<p>You’ll soon be able to see other hosts’ quotes on the rentals offers you receive. This will allow you to:</p>
<ul>
<li>compare your price to that of equivalent accommodations</li>
<li>adjust your price to increase your chances of obtaining the contract</li>
</ul>
<h3><strong>Coming soon: Dynamic pricing</strong></h3>
<p>Soon Sinistar will include a dynamic pricing tool on its platform. These tools show you market trends in your sector.</p>
<p>Keep an eye out!</p>
<h2><strong>Need help?</strong></h2>
<p>Write us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a> or dial <a href="tel:+18557178878"><strong>1-877-717-8878</strong></a><strong>.</strong></p>

How to set the price for your accommodation

<p>To receive rental offers, your accommodation must be posted on the platform. Next, you will receive an <strong>e-mail</strong> as soon as a disaster is reported nearby.</p>
<p>You must then either accept or reject the rental offer.</p>
<h5><strong>Helpful tip</strong></h5>
<p>Answer quickly to increase your chances of getting the hosting contract.</p>
<p><strong>To learn more:</strong></p>
<p><a href="">How to become a Sinistar host</a></p>

How to receive rental offers

<p>Before you can welcome your first guests, there are a few steps to follow. Here’s what to do.</p>
<h2><strong>1. Create a host account</strong></h2>
<p>To do so, go to the <a href="https://sinistar.ca/publish-your-housing">Host registration page</a>. Answer the questions about your accommodation and then click "List your property for free".</p>
<p>A text box will open. Click “Create an account” and follow the instructions.</p>
<h2><strong>2. Create an ad for your accommodation</strong></h2>
<p>This only takes a few minutes. Simply:</p>
<ul>
<li>Select the features describing your accommodation</li>
<li>Add at least 5 photos</li>
<li>Describe your accommodation in a few words</li>
<li>Set your monthly price</li>
<li>Submit your ad</li>
</ul>
<h5><strong>Good to know</strong></h5>
<p>Your accommodation will not be posted on the platform right away. It will first go through quality control (see Step 3).</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/how-to-set-the-price-for-your-accommodation">Setting a price for your accommodation</a></p>
<h2><strong>3. Wait for your accommodation to be approved</strong></h2>
<p>To ensure the safety and comfort of disaster victims, one of our agents must check whether your accommodation respects our minimum quality criteria.</p>
<p>It usually takes <strong>24 to 48 hours</strong> to approve an accommodation. You will be informed as soon as it’s done.</p>
<h2><strong>4. Receive offers</strong></h2>
<p>Sinistar contacts you <strong>by e-mail</strong> every time a disaster is reported near you. You must then either accept or decline the rental offer as soon as possible.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/how-to-receive-rental-offers">Receiving rental offers</a></p>
<h2><strong>5. Submit offers</strong></h2>
<p>When you accept a rental offer, you will be asked to specify your rental price. Next, a Sinistar agent will compare and suggest the best one to the disaster victim. You will be informed quickly if your offer has been accepted.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/how-to-set-the-price-for-your-accommodation">Setting your rental price</a></p>
<h2><strong>6. Sign the accommodation contract</strong></h2>
<p>Once your offer has been accepted, you will receive an accommodation contract. This document lists the terms and conditions of the rental. The contract will take effect when you sign it and will end when the rental is over.</p>
<h5><strong>Attention</strong></h5>
<p>Only a major problem can justify cancelling a signed contract. To avoid issues, make sure you understand the terms and accept the different clauses <strong>before</strong> signing.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/terms-and-policies/your-relationship-with-sinistar">Your relationship with Sinistar</a></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/cancellations-and-refunds/can-disaster-victims-cancel-their-reservation">Can a disaster victim cancel a booking?</a></p>
<h2><strong>7. Send entry instructions</strong></h2>
<p>Instructions tell your guests how to enter the lodging, but also how to feel at home in your accommodation. Here is some information to include:</p>
<ul>
<li><strong>How to unlock the entry door.</strong> Will you be there in person to give them keys? Does the door have an electronic lock with an access code?</li>
<li><strong>How various devices work.</strong> For example, appliances, television, coffeemaker or spa.</li>
<li><strong>Where to find certain household items.</strong> For example, spare sheets or household products.</li>
</ul>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/your-rentals/entry-instructions">Providing entry instructions</a></p>
<h2><strong>8. Welcome your guests!</strong></h2>
<p>It’s the big day: you can now welcome your very first guests in your accommodation.</p>
<p>You will receive your payment between <strong>2 and 7 days</strong> after your guests have moved in.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/how-to-welcome-guests">Welcoming guests</a></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/communicating-with-disaster-victims">Communicating with guests</a></p>

How to become a Sinistar host

<p>Furnished and equipped accommodation must allow the disaster victim to live there from day 1, only bringing their personal effects. For this, your accommodation must include everything necessary to their comfort. Here's what to provide.</p>
<h2>Basic commodities</h2>
<p>Namely:</p>
<ul>
<li>Heating</li>
<li>Electricity</li>
<li>High-speed Wi-Fi</li>
</ul>
<h5><strong>Important</strong></h5>
<p>You must include these costs in your rental price.</p>
<h2><strong>Basic furnishing</strong></h2>
<p>Provide essential furniture:</p>
<ul>
<li>Bed and mattress</li>
<li>Couch and television stand</li>
<li>Kitchen table and chairs</li>
</ul>
<h2>A<strong>ppliances</strong></h2>
<p>At a minimum, provide a stove and a fridge. If space permits, also provide a washer, dryer and/or dishwasher.</p>
<h2><strong>Linens</strong></h2>
<p>For each bed, provide:</p>
<ul>
<li>sheets</li>
<li>a comforter or duvet</li>
<li>a duvet cover</li>
<li>pillows</li>
</ul>
<h5><strong>Helpful tip</strong></h5>
<p>Also remember to provide a spare set of linens to make laundry easier.</p>
<h2><strong>Towels</strong></h2>
<p>Provide all types:</p>
<ul>
<li>Bath towels</li>
<li>Hand towels</li>
<li>Face cloths</li>
<li>Dish cloths</li>
</ul>
<h2><strong>Kitchen necessities</strong></h2>
<p>Provide everything needed for cooking, eating and drinking:</p>
<ul>
<li>Plates and bowls</li>
<li>Glasses and cups</li>
<li>Table utensils</li>
<li>Pots and pans</li>
<li>Ovenproof baking sheets and dishes</li>
<li>Kitchen utensils (e.g.: wooden spoon, tongs, spatula, whisk)</li>
<li>Knives and cutting boards</li>
</ul>
<p>Remember to include small appliances like a microwave, coffee machine and toaster.</p>
<h2><strong>Television</strong></h2>
<p>It can be a smart TV (i.e., connected to Wi-Fi) or cable TV.</p>
<h2><strong>Housekeeping equipment</strong></h2>
<p>At a minimum, provide the following equipment:</p>
<ul>
<li>broom and dustpan or vacuum</li>
<li>mop and bucket</li>
<li>toilet brush and plunger</li>
<li>a few trash cans (e.g.: one for the kitchen, one for the bathroom and one for each bedroom)</li>
</ul>
<h2><strong>Security equipment</strong></h2>
<p>Equip your accommodation with a fire extinguisher and fire alarm with batteries. If your accommodation has <a href="https://www.quebec.ca/en/health/advice-and-prevention/health-and-environment/preventing-carbon-monoxide-poisoning">sources of carbon monoxide</a>, install an alarm. Check that everything works before each new rental.</p>
<h2><strong>Extra touches (optional)</strong></h2>
<p>Although not mandatory, the following items are always appreciated:</p>
<ul>
<li>Air-conditioning</li>
<li>Toilet paper and paper towels</li>
<li>Hygiene products (body and hand soap, shampoo, conditioner, etc.)</li>
<li>Cleaning products, vacuum, feather duster and washcloths</li>
<li>Iron and ironing board</li>
<li>Cooking oil, spices and herbs</li>
</ul>

What is a furnished and equipped accommodation?

<p>As a Sinistar host, you must comply with laws, rules, regulations and tax obligations that apply to you. <strong>It’s your responsibility to inform yourself and stay up to date.</strong> Remember: the rules may change and new obligations may come into effect at any time.</p>
<h5><strong>Important</strong></h5>
<p>Sinistar cannot be held responsible if you fail to fulfill your obligations—including those you may not have been aware of.</p>
<p>To help you in your research, here are some avenues to explore.</p>
<h2><strong>Your municipality</strong></h2>
<p>It may have regulations in place that limit or regulate temporary rentals. Ask the registry or urban planning department to find out.</p>
<h5><strong>Example</strong></h5>
<p>Your municipality's zoning by-law may prohibit temporary rentals in your area. Or you may need to obtain a permit to be allowed to do so. Usually this involves a fee.</p>
<h2><strong>Your co-ownership agreement</strong></h2>
<p><strong>If you own a condo</strong> (divided co-ownership), check your co-ownership agreement to see if temporary rental is permitted in the building. Even if there are no restrictions, you have to provide the names of the tenants to your condo association.</p>
<h2><strong>Tribunal administratif du logement (Rental Board)</strong></h2>
<p><strong>If you’re a tenant,</strong> you may have to take steps to sublet your accommodation. Visit the website of the <a href="https://www.tal.gouv.qc.ca/en">Tribunal administratif du logement</a> to learn more.</p>
<h2><strong>Your insurer</strong></h2>
<p>Before renting your temporary accommodation, inform your insurer. Otherwise, it may refuse to compensate you for any damage or loss.</p>
<h5><strong>Good to know</strong></h5>
<p>To account for your temporary rental activity, your insurer may increase your home insurance premium. It could also change your coverage.</p>
<h2><strong>Tax authorities</strong></h2>
<p>You may have to collect sales taxes from your rentals and send them to the authorities. Check with <a href="https://www.revenuquebec.ca/en/">Revenu Québec</a> and <a href="https://www.canada.ca/en/revenue-agency.html">Canada Revenue Agency</a>.</p>
<h5><strong>Important</strong></h5>
<p>Remember to declare your rental income when you file your tax return. It is added to your other income and is taxable.</p>

What laws and tax obligations apply to hosts?

<p>Disaster victims very rarely cause problems. But in the event of damage, loss or theft, you will not be left to fend for yourself. We will take steps with the disaster victim to reimburse you for the value of your losses.</p>
<h2><strong>Requesting compensation</strong></h2>
<p>Send your request to <a href="mailto:info@sinistar.ca">info@sinistar.ca</a>. Remember to include photos and a detailed description of the damage and/or loss. A Sinistar agent will see if they are covered by our <strong>recovery program.</strong> If this is the case, we will collect the amounts due from the disaster victim. We will then send the funds to you.</p>
<h3><strong>What losses are covered?</strong></h3>
<p>Our recovery program covers the following:</p>
<ul>
<li>Losses related to negligence on the part of the disaster victim</li>
<li>Intentional damage on the part of the disaster victim</li>
<li>Property theft</li>
<li>Damage beyond normal wear and tear</li>
</ul>
<h3><strong>What losses are NOT covered?</strong></h3>
<p>Our recovery program excludes the following:</p>
<ul>
<li>Damage caused by normal wear and tear</li>
<li>Damage or theft of valuables (collectibles, rare works of art and jewellery)</li>
<li>Damage caused by negligence on your part</li>
</ul>
<h2><strong>How can I be sure that I will be compensated?</strong></h2>
<p>Unfortunately, <strong>Sinistar cannot guarantee that you will receive compensation for losses.</strong> We only act as a go-between with the guest and you. It is up to the guest to pay the money owed to you.</p>
<p>We are aware that this involves risks for you. This is why <strong>we strongly encourage you to take out home insurance.</strong> In particular, insurance that covers damage caused by people staying in your accommodation.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/do-i-have-to-insure-my-accommodation">Should I insure my accommodation?</a></p>
<h2><strong>Coming soon: damage insurance for hosts</strong></h2>
<p>We are looking at the possibility of offering a <strong>damage insurance policy</strong> to hosts. In the event of a loss, it would be Sinistar, and not the tenant, who would compensate you.</p>
<p>Stay tuned!</p>

Am I protected against damage, loss or theft?

<p>In general, disaster victims are looking to rent an accommodation for the <strong>medium term.</strong> In other words, long enough to finish the reconstruction or restoration work at their home.</p>
<p>Most rentals with Sinistar range <strong>from a few weeks to a few months.</strong> Some can even exceed a year.</p>
<h5><strong>Helpful tip</strong></h5>
<p>The work on the homes of tenants often goes longer than expected. So, it’s common for them to want to extend their stay. To account for this, <strong>allow a few extra weeks without a rental after the scheduled departure date.</strong> This way, if victims have to request an extension, they can stay in the same temporary accommodation.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/extending-stays">Stay extensions</a></p>

How long does a rental with Sinistar last?

<p>Usually, you only deal with the disaster victims when you initially greet them. Here are some tips for making a good impression.</p>
<h5><strong>Good to know</strong></h5>
<p>Once their stay has ended, your guests will review you on several points, including how they were greeted. These reviews will then appear on your public profile. They can influence the choices of insurers when granting an accommodation contract.</p>
<h2><strong>General Tips</strong></h2>
<h3><strong>Give clear entry instructions</strong></h3>
<p>In your entry instructions, explain how to access the accommodation. Be clear and accurate so as to avoid any misunderstandings.</p>
<p><strong>To learn more:</strong></p>
<p>Providing entry instructions</p>
<p>What to include in the entry instructions</p>
<h3><strong>Have a Plan B</strong></h3>
<p>The unexpected can happen to anyone. By having a Plan B, you avoid your tenants having the bad luck of being stuck outside.</p>
<p>If you are greeting them in person, think about choosing an <strong>emergency contact,</strong> who could be there should any problems arise. If the disaster victims are entering your place by themselves, plan to have an <strong>alternative</strong> for unlocking the door.</p>
<h3><strong>Leave written instructions</strong></h3>
<p>It can be difficult to feel at ease in a new environment. To make the lives of disaster victims easier, why not leave <strong>general</strong> <strong>written instructions</strong> for your accommodation? Include instructions for your appliances and devices and specify how to contact you if any problems arise.</p>
<p><strong>To learn more:</strong></p>
<p>How to prepare your accommodation for rental</p>
<h2><strong>Welcoming in person</strong></h2>
<h3><strong>Build trust</strong></h3>
<p>Be on time and courteous with disaster victims. Make sure they feel at ease and safe in your accommodation.</p>
<h5><strong>Good to know</strong></h5>
<p>Disaster victims who must relocate have suffered heavy losses. Often, they are still in shock when they arrive at their temporary accommodation. Being empathetic can help create trust.</p>
<h3><strong>Give a tour</strong></h3>
<p>You can give them a short tour of the accommodation to show where the following are:</p>
<ul>
<li>Spare sheets</li>
<li>Household products</li>
<li>Fire extinguisher</li>
<li>Waste, recycling and compost bins</li>
</ul>
<p>Don’t stay too long though. Disaster victims are often worn out and need calm to recover.</p>
<h3><strong>Take measures against COVID-19</strong></h3>
<p>To reduce the risk of infection, wear a mask while greeting your guests. Disinfect your hands before entering and do not touch surfaces if not necessary.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/terms-and-policies/covid-19-prevention-measures">COVID-19 prevention measures</a></p>
<h2><strong>For a contactless welcome</strong></h2>
<h3><strong>Use a smart lock or keybox</strong></h3>
<p>These items let disaster victims enter the accommodation on their own. In both cases, people simply key in a 4- or 6-number code. The smart lock unlocks automatically, and the box opens, providing access to keys.</p>
<h3><strong>Leave a welcome note</strong></h3>
<p>Handwrite a note in their name to add a personal touch. This will definitely be appreciated!</p>
<p><strong>To know more:</strong></p>
<p><a href="https://sinistar.ca/blog/accueillir-des-locataires-comme-un-pro">9 tips for welcoming tenants like a pro</a></p>

How to welcome guests

<p>Sometimes construction work takes longer at the home of a disaster victim. It then becomes necessary to <strong>extend the rental beyond the scheduled departure date.</strong> Below are answers to the most frequently asked questions about extensions.</p>
<h2><strong>When am I notified?</strong></h2>
<p>When the insurer requests an extension, Sinistar will promptly inform you of the new desired departure date.</p>
<h2><strong>Can I refuse an extension?</strong></h2>
<p>Yes. You can always accept or for an extension. When you refuse a request, Sinistar will move the disaster victims to another temporary accommodation.</p>
<h2><strong>How many times can a rental be extended?</strong></h2>
<p>Generally, there is no limit to the number of extensions. However, insurers rarely extend a rental more than once or twice. In any event, the decision to extend or not is up to you.</p>
<h2><strong>How to plan for extensions?</strong></h2>
<p>We always suggest <strong>allowing a window of a few weeks without rental after the scheduled departure date.</strong> So, if the victim has to request an extension, he or she can stay in the temporary accommodation.</p>

Extending stays

<p>You may need to communicate with your guests before or during their stay. For example, in the event of an unforeseen event or to answer questions. Here’s what to know.</p>
<h2><strong>Means of communication</strong></h2>
<p>If you must contact your guests, <strong>do so first by e-mail or telephone.</strong> You have been given their contact details at the end of the entry form. If you lose them, send an e-mail to <a href="mailto:info@sinistar.ca">info@sinistar.ca</a> or call <a href="tel:+18557178878"><strong>1-855-717-8878</strong></a>.</p>
<p><strong>As a last resort, you can show in person.</strong> In this case, notify the disaster victims of the day and time of your visit. Remember to ask for their agreement before entering the accommodation, unless there is an emergency.</p>
<h5>Important</h5>
<p>People have a right to their privacy. Contact them only for a valid reason and do not show up unannounced.</p>
<h2><strong>Information to communicate</strong></h2>
<p>You have already provided several pieces of information in the input statements. Perhaps you have even prepared a guide to your accommodation for disaster victims. They might still have questions for you once there.</p>
<p>Here is the most frequently requested information:</p>
<ul>
<li><strong>How devices work.</strong> For example, the coffeemaker, the heat pump, television or alarm system.</li>
<li><strong>Where are the supplies and equipment.</strong> For example, cleaning products, the vacuum cleaner or the iron.</li>
</ul>
<p>Be available to disaster victims and offer them good service. This will help you get a good review from them.</p>
<h2><strong>When to refer to Sinistar</strong></h2>
<p>Invite guests to contact us directly if they have too many questions or you don't know how to answer them.</p>
<p>In particular, we can handle questions about:</p>
<ul>
<li>The length of their stay</li>
<li>the progress of their work at their home</li>
<li>the insurer’s role</li>
</ul>

Communicating with Disaster Victims

<p>After each rental, the disaster victims are invited to give their opinion on their stay. Each review is based on a rating of 5 stars. It can also be accompanied by a comment.</p>
<h5><strong>Good to know</strong></h5>
<p>At this time, only Sinistar employees can view reviews. But you will soon have the option to display yours on your profile.</p>
<h2><strong>What are reviews for?</strong></h2>
<p>Reviews are used to assess and control the quality of accommodation on the platform. But also, to compare them with each other. The more positive reviews you receive, the more likely you are to get new rentals.</p>
<h2><strong>Review criteria</strong></h2>
<p>Reviews are used to assess and control the quality of accommodation on the platform, but also to compare them with each other. The more positive reviews you receive, the more likely you are to get new rentals:</p>
<ul>
<li>Was the accommodation clean and tidy?</li>
<li>Did their arrival happen smoothly?</li>
<li>Did you answer them quickly?</li>
<li>Did the accommodation match its description?</li>
<li>Was the accommodation located where specified?</li>
</ul>
<p>As for the comments, they can be on any aspect of the stay.</p>
<h2><strong>Coming soon: Adding your reviews on Airbnb</strong></h2>
<p>Since rentals with Sinistar are often for a longer period, accumulating reviews can take time. To compensate, you will soon have the option to import reviews received on Airbnb.</p>
<p>Stay tuned!</p>

Understanding reviews

<p>No. The <a href="http://www.legisquebec.gouv.qc.ca/en/document/cs/E-14.2">Act Respecting Tourist Accommodation Establishments</a> only applies to <strong>tourist accommodations</strong>.</p>
<p>The Act defines “tourist” as follows:</p>
<p>“a person who takes a leisure or business trip, or a trip to carry out remunerated work, of not less than one night nor more than one year outside the municipality where the person’s place of residence is located and who uses private or commercial accommodation services.”</p>
<p>Therefore, damage victims are not tourists under the meaning of the Law. This means that, as a Sinistar host, you <strong>do not</strong> need to:</p>
<ul>
<li>apply for a classification certificate and establishment number</li>
<li>collect the tax on lodging (not to be confused with the GST and the QST - i.e., sales taxes)</li>
</ul>
<p><strong>This applies even to stays of less than 31 days.</strong></p>
<h5>Important</h5>
<p>If you also host tourists, you must comply with the Law. In this case, <a href="https://www.quebec.ca/tourisme-et-loisirs/hebergement-touristique-courte-duree">know your obligations</a>.</p>

Does the Act Respecting Tourist Accommodation Establishments apply to rentals with Sinistar?

<p>Before your guests arrive, make sure your accommodation is:</p>
<ul>
<li>
<p><strong>Clean and uncluttered</strong></p>
<p>Make surfaces shine and declutter the space. Create a neutral atmosphere by removing all your personal belongings, including personalized decorations (e.g., family photos, children’s drawings). Make sure your guests have enough space to store their belongings.</p>
<p>Lastly, remember to <strong>put your fragile or valuable objects in a safe place.</strong> For example, in a locked room or in storage.</p>
</li>
</ul>
<h5>Good to know</h5>
<p>Objects of value, such as works of art or jewellery, are not included in our recovery program in the event of damage, loss or theft. So, it’s better to keep them safe.</p>
<ul>
<li>
<p><strong>Adequately furnished and equipped</strong></p>
<p>Provide everything necessary for people to be able to use the accommodation from day 1 and only needing to bring their personal effects.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/en/help-center/sinistar-host/how-it-works/what-is-a-furnished-and-equipped-accommodation">What is a “furnished and equipped” accommodation?</a></p>
</li>
<li>
<p><strong>Safe</strong></p>
<p>Make sure alarms (e.g., fire, carbon monoxide) are working. If your accommodation has a security system, check that it works as expected.</p>
</li>
</ul>
<h2><strong>Tips from the pros</strong></h2>
<p>Do you want to offer a truly exceptional experience to your tenants? Here are some tips from senior hosts.</p>
<h3><strong>1. Decorate simply</strong></h3>
<p>Everyone has their own taste. To appeal to most people, choose <strong>neutral colours</strong> and a <strong>minimalist décor.</strong> Avoid overloading spaces with too much artwork and decorations.</p>
<h5><strong>Helpful tip</strong></h5>
<p>If you want to decorate, highlight objects that are pretty in addition to being useful. For example: books, magazines or cushions.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/blog/rendre-votre-logement-temporaire-plus-accueillant">How to make your temporary accommodation more appealing</a></p>
<h3><strong>2. Forget about live plants</strong></h3>
<p>Not all tenants have a green thumb! In the past, hosts have lost plants because guests forgot to water them... If you have real plants in your temporary accommodation, it would be best to put them elsewhere.</p>
<h5><strong>Helpful tip</strong></h5>
<p>If you want to decorate with greenery, why not use artificial plants? These days, some are so realistic that you can barely tell the difference.</p>
<h3><strong>3. Leave written instructions</strong></h3>
<p>Each home is unique—just like every device in it. This why it’s often difficult to feel at ease in a new environment. To make things easier for disaster victims, why not <strong>leave written instructions?</strong></p>
<p>For example, you can explain how the television, espresso machine or central vacuum works. In addition to making the disaster victims more independent, it saves them the embarrassment of having to contact you in the event of a problem.</p>

How to prepare your accommodation for rental

<p>Entry instructions explain to disaster victims where to find your accommodation and how to access it. They also include information on how to settle in. You must send your entry instructions <strong>as soon as possible once the accommodation contract has been signed.</strong></p>
<h5><strong>Important</strong></h5>
<p>Send your entry instructions several hours before your guests arrive. Good communication is key to make sure that everything goes smoothly.</p>
<h2><strong>How to send your entry instructions</strong></h2>
<p>Sinistar <strong>e-mails</strong> you a link to the entry instructions form. Simply answer a few questions before clicking “Submit”, and you’re done!</p>
<h2><strong>Information to provide</strong></h2>
<p>Here is the information you are asked for:</p>
<h3><strong>The address of your accommodation</strong></h3>
<p>Indicate the apartment number, if there is one.</p>
<h3><strong>Arrival procedure</strong></h3>
<p>Choose from the following options:</p>
<ul>
<li>Smart lock</li>
<li>Keypad</li>
<li>Secure keybox</li>
<li>Building staff</li>
<li>Keys given by you</li>
</ul>
<h5><strong>Good to know</strong></h5>
<p>A description of each of these items is provided in the form.</p>
<h3><strong>Access code (optional)</strong></h3>
<p>If an access code is required to enter the accommodation, specify it.</p>
<h3><strong>Arrival instructions (optional)</strong></h3>
<p>If necessary, provide additional information to facilitate the arrival of guests.</p>
<h5><strong>Good to know</strong></h5>
<p>At the end of the form, you are given the contact details of the disaster victims. Use them to agree on an arrival time if you are greeting them in person.</p>
<h3><strong>WiFi connection information</strong></h3>
<p>Specify the network name and password.</p>
<h2><strong>Need help?</strong></h2>
<p>Write us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a> or call <a href="tel:+18777178878"><strong>1-877-717-8878</strong></a><strong>.</strong></p>

Entry instructions

<p>Cleanliness is an absolute priority for disaster victims. Before each rental:</p>
<ul>
<li><strong>Wash and dry the sheets and towels.</strong> Don’t rely on your eyes: wash them even if they look clean.</li>
<li><strong>Sweep and wash the floors.</strong> Don’t forget less visible areas where dust tends to accumulate. For example, in corners and under furniture.</li>
<li><strong>Polish all surfaces,</strong> especially in the kitchen and bathroom. Remember to do the tops of cabinets, ventilator grills and the inside of electric appliances.</li>
<li><strong>Disinfect commonly touched hard surfaces.</strong> For example, counters, light switches, remote controls, toilets and door handles.</li>
<li><strong>Wash dishes in hot, soapy water.</strong> If you have a dishwasher, consider using the “disinfect” cycle.</li>
<li><strong>Empty garbage cans and put in new plastic liners.</strong> Check that there is no waste left anywhere in the accommodation.</li>
</ul>
<h5><strong>Good to know</strong></h5>
<p>You can choose to do the housework yourself or hire professionals. If you use professionals, be there to supervise the first time they come. Accommodation cleanliness remains your own responsibility.</p>

Cleanliness of the Accommodation

<p>As a host, you use the Sinistar platform as an independent partner. Therefore, you have no employment relationship with Sinistar.</p>
<p>That said, you must still follow the <strong>rules of conduct</strong> set out in our <a href="https://sinistar.ca/conditions-generales/">general terms and conditions</a>. For example, you cannot compete with Sinistar by directly contacting insurance companies to offer your services.</p>
<p>If you break the rules, you could lose your Sinistar account, and, in turn, stop receiving rental offers.</p>
<h2><strong>Questions?</strong></h2>
<p>E-mail us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a> or call <a href="tel:+18557178878"><strong>1-855-717-8878</strong></a><strong>.</strong></p>

Your relationship with Sinistar

<p>Disaster victims should feel safe in your home. Here are the steps to take to prevent COVID-19 infections.</p>
<h2><strong>Protective equipment</strong></h2>
<p>When you enter the accommodation, wear a mask and clean gloves. Take them out and throw them in the garbage when you leave. Remember to wash or disinfect your hands.</p>
<p>Also wear a mask whenever you are in the presence of the guests, even if you are outside.</p>
<h2><strong>Housework</strong></h2>
<p>Follow all cleanliness recommendations. Make sure you fully disinfect surfaces, paying specific attention to the following:</p>
<ul>
<li>light switches</li>
<li>door handles</li>
<li>remote controls</li>
<li>faucets</li>
</ul>
<p>When you have finished cleaning, throw away or wash your household items.</p>

COVID-19 Prevention Measures

<p>It is very rare for victims to cancel their reservation during their stay. However, <strong>they have the right to do so if they are not satisfied…</strong> Even if they have already spent several days in your accommodation.</p>
<p>Here’s what you need to know.</p>
<h2><strong>Cancellation process</strong></h2>
<p>To cancel their reservation, the victim must make a request to Sinistar. Above all, he must provide a <strong>valid reason.</strong></p>
<p>Sinistar determines whether the cancellation request is justified. We use available evidence (e.g., photos, videos) to establish the facts and make a decision. Then we let you know quickly.</p>
<h2><strong>Valid reasons</strong></h2>
<p>We know that cancellations can take a toll on hosts. Thus, we accept them only if the situation justifies it. For example, if the accommodation:</p>
<ul>
<li>does not match the photos or description provided</li>
<li>is not sufficiently furnished or equipped</li>
<li>is dirty, in very poor condition or unsanitary</li>
</ul>
<h2><strong>In case of cancellation</strong></h2>
<p>There is no penalty to Sinistar or the disaster victim.</p>
<p>The rental ends on the last day the guest stayed in the accommodation. Of course, <strong>you are paid</strong> for all the nights the guest spent at your accommodation.</p>
<h2><strong>Put all the chances on your side</strong></h2>
<p>You can reduce the risk of cancellation by following these tips:</p>
<ul>
<li><strong>Clean your accommodation thoroughly before each rental.</strong> Pay special attention to the kitchen and bathroom. For more details, read the Cleanliness section.</li>
<li><strong>Make sure your ad photos are representative.</strong> They should give a good idea of the space and what is there.</li>
<li><strong>Provide all basic items.</strong> Whether it’s for cooking, personal hygiene, cleaning or washing. For more information, see How to prepare your accommodation for a rental.</li>
<li><strong>Be welcoming and available to disaster victims,</strong> while respecting their space and privacy.</li>
</ul>

Help Center Sinistar

Cancellations and refunds