<p>It is very rare for guests 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 guest must make a request to Sinistar. Above all, they 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 guest.</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>
<p>For more details, see our <a href="https://firebasestorage.googleapis.com/v0/b/sinistar-13fdf.appspot.com/o/EN%20-%20Sinistar%20Terms%20and%20Conditions_14_11_2022.pdf.pdf?alt=media&#x26;token=81933e2f-ded5-43be-86c6-d0fd96646e01">Terms and Conditions</a>, section 6.2.</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 guests,</strong> while respecting their space and privacy.</li>
</ul>

Can guests cancel their reservation?

<p>Il est très rare que des sinistrés annulent leur réservation en cours de route. Toutefois, <strong>ils ont le droit de le faire s’ils ne sont pas satisfaits.</strong> Et ce, même s’ils ont déjà passé plusieurs nuitées dans votre logement.</p>
<p>Voici ce que vous devez savoir.</p>
<h2>Processus d’annulation</h2>
<p>Pour annuler sa réservation, le sinistré doit en faire la demande à Sinistar. Surtout, il doit fournir une <strong>raison valable.</strong></p>
<p>C’est Sinistar qui détermine si la demande d’annulation est justifiée. Nous nous servons des preuves disponibles (ex. : photos, vidéos) pour établir les faits et prendre une décision. Puis, nous vous en informons rapidement.</p>
<h2>Raisons valables</h2>
<p>Nous savons que les annulations peuvent être lourdes de conséquences pour les hôtes. Ainsi, nous les acceptons seulement si la situation le justifie. Par exemple, si le logement :</p>
<ul>
<li>ne correspond pas aux photos ou à la description fournie</li>
<li>n’est pas assez meublé ou équipé</li>
<li>est sale, en très mauvais état ou insalubre</li>
</ul>
<h2>En cas d’annulation</h2>
<p>Il n’y a aucune pénalité pour Sinistar ou le sinistré.</p>
<p>La location prend fin le dernier jour où le sinistré a séjourné dans le logement. Bien entendu, <strong>vous êtes payé</strong> pour les nuitées que le sinistré a passé dans votre logement.</p>
<p>Pour plus de détails, consultez la section 6.2. de nos <a href="https://firebasestorage.googleapis.com/v0/b/sinistar-13fdf.appspot.com/o/FR-%20Conditions%20ge%CC%81ne%CC%81rales%20Sinistar_14_11_2022.pdf.pdf?alt=media&#x26;token=e0ee15e6-412c-4543-8303-054dd94c1a95">conditions générales</a>.</p>
<h2>Pour mettre toutes les chances de votre côté</h2>
<p>Vous pouvez diminuer le risque d’annulation en suivant ces conseils :</p>
<ul>
<li><strong>Nettoyez votre logement en profondeur avant chaque location.</strong> Et ce, en portant une attention particulière à la cuisine et à la salle de bains. Pour plus de détails, consultez la <a href="https://sinistar.ca/fr/help-center/sinistar-host/your-rentals/la-proprete-du-logement">rubrique sur la propreté</a>.</li>
<li><strong>Assurez-vous que les photos de votre annonce sont représentatives.</strong> Elles doivent donner une bonne idée de l’espace et de ce qui s’y trouve.</li>
<li><strong>Fournissez tous les articles de base.</strong> Que ce soit pour cuisiner, faire ses soins d’hygiène, nettoyer ou faire le lavage. Pour plus d’information, consultez la rubrique <a href="https://sinistar.ca/fr/help-center/sinistar-host/your-rentals/comment-preparer-votre-logement-a-une-location">Comment préparer votre logement à une location</a>.</li>
<li><strong>Montrez-vous accueillant et disponible envers les sinistrés.</strong> Et ce, tout en respectant leur espace et leur intimité.</li>
</ul>

Un sinistré peut-il annuler sa réservation?

Annulations et remboursements

<p>You’ve searched for an accommodation on <a href="http://www.sinistar.ca/">Sinistar.ca</a>, viewed an ad and are charmed by it. But... where are the prices?</p>
<p>At Sinistar, we do things a little differently. Instead of posting prices on the ads, we ask hosts whose accommodations meet your criteria to submit a <strong>quote</strong>. This takes into account the dates of your relocation and your specific needs.</p>
<p>Once we’ve received the quotes, a Sinistar agent will present you with the one that offers the best value. This way, we can make you a competitive offer that suits your needs.</p>
<p><strong>To request a quote:</strong></p>
<ol>
<li>Go to the Sinistar <a href="http://www.sinistar.ca/">home page</a>.</li>
<li>At the bottom of the page, click “Get a quote.”</li>
<li>Fill out the quote request form.</li>
</ol>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-does-relocation-with-sinistar-work">How does relocation with Sinistar work?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/understanding-quotes">Understanding quotes</a></p>
<h2><strong>Are there any hidden costs?</strong></h2>
<p>No. The proposed price in a quote and in your rental agreement includes all fees and charges:</p>
<ul>
<li>Heating and electricity</li>
<li>High-speed Internet</li>
<li>Housekeeping or other fixed costs</li>
<li>Sinistar service fees</li>
</ul>
<p>That means no surprises! The indicated price is the price you pay.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/disaster-victim/costs-and-payments/do-i-have-to-pay-a-security-deposit">Do I have to pay a security deposit?</a></p>
<h2><strong>What if I want to extend my stay?</strong></h2>
<p>If the host agrees to let you extend your stay, your rental agreement will be renewed at the same price per night, until your new scheduled departure date.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/can-i-extend-my-stay">Can I extend my stay?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/fill-in-an-extension-request">Filling out a request to extend a stay</a></p>

Where are the prices of the accommodations?

<h2>Listing contents</h2>
<p>Each listing includes the following information:</p>
<ul>
<li>Housing name and location</li>
<li>Type of accommodation (see below)</li>
<li>Number of bedrooms, beds and bathrooms</li>
<li>Host name</li>
<li>Description of the accommodation</li>
<li>Distance from your home by foot and by car (available for some listings)</li>
<li>Where you’ll sleep (see below)</li>
<li>Amenities</li>
</ul>
<h2>Availability</h2>
<p>The availability of accommodations does not appear in the listings. Once you have <a href="https://sinistar.ca/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request">requested a quote</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 entire 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>Where you’ll sleep</h2>
<p>This section 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>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.</p>
<h2>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>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/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/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>For security and privacy reasons, <strong>you must book an accommodation before you can visit it.</strong></p>
<p>Once your booking has been confirmed, we will send the host’s contact information and access instructions. You can then schedule a visit <strong>with your host.</strong></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/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>We care about the privacy and security of everyone who uses the Sinistar platform. That’s why you receive your host’s contact information only <strong>after</strong> you’ve signed your rental agreement. The host also receives your contact information at the same time.</p>
<p>If you have any questions about a quote, <strong>ask your Sinistar agent</strong>. If necessary, your agent will liaise with the host to get answers.</p>
<p><strong>For more information:</strong></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">How to reach your Sinistar agent</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/how-to-ensure-the-quality-of-the-accommodation">How can I be certain of the quality of the accommodations</a></p>

Can I contact a host before renting their accommodation?

<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>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 quotes from our hosts and present you with the best value option. If the first quote 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/help-center/disaster-victim/about-sinistar/choosing-an-accommodation">Choosing an accommodation</a></p>

Receiving quotes

<p>Here are the answers to the most frequently asked questions about quotes.</p>
<h2><strong>What is a quote?</strong></h2>
<p>A quote is the proposed price for a specific rental accommodation. This price takes into account the length of the rental and your specific needs.</p>
<p>When you receive a quote, you’ll be given the <strong>price per night</strong>. You’ll also be provided with a <strong>link to the ad</strong> of the accommodation, which includes photos and a detailed description.</p>
<p>With this information in hand, you can decide whether or not you want to rent the accommodation. If you don’t want to rent that one, we’ll offer you another.</p>
<h2><strong>Are there any hidden costs?</strong></h2>
<p>No. The proposed price in a quote and in your rental agreement includes all fees and charges, including:</p>
<ul>
<li>Heating and electricity</li>
<li>High-speed Internet</li>
<li>Housekeeping or other fixed costs</li>
<li>Sinistar service fees</li>
<li>Applicable taxes</li>
</ul>
<p>That means no surprises! The price indicated is the invoiced price.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/disaster-victim/costs-and-payments/do-i-have-to-pay-a-security-deposit">Do I have to pay a security deposit?</a></p>
<p>Who pays for my temporary accommodation?</p>
<h2><strong>Does the price change if I need to extend my stay?</strong></h2>
<p>If the host agrees to let you extend your stay, your rental agreement will be renewed at the same price per night, until your new scheduled departure date.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/can-i-extend-my-stay">Can I extend my stay?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/fill-in-an-extension-request">Filling out a request to extend a stay</a></p>

Understanding quotes

<p>You can complete your request <a href="https://sinistar.ca/help-center/disaster-victim/housing-search/filling-out-an-application-online">online</a> or by phone at <a href="tel:+18557178878"><strong>1‑855‑717‑8878</strong></a><strong>.</strong></p>
<p>Here’s the information you will be asked to provide.</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>Your address and other places of interest</h2>
<p>This information allows us to offer you temporary accommodation in an area convenient to you.</p>
<p><strong>Rest assured that your personal information is protected at all times.</strong></p>
<h2>The number of bedrooms you would like</h2>
<p>We will only contact hosts whose accommodation meets your criteria.</p>
<h2>The number of people to be relocated</h2>
<p>In other words, the number of adults, children and infants that will be staying in the temporary accommodation.</p>
<h2>Your insurance status (insured or not insured)</h2>
<p>Note that Sinistar is designed for disaster victims who have home insurance coverage.</p>
<p><strong>Not insured?</strong> To find out what options are available to you, read our article <a href="https://sinistar.ca/fr/blog/trouver-un-logement-temporaire-apres-un-sinistre-trucs-et-astuces">Finding a temporary accommodation after a disaster: tips and tricks</a>.</p>
<h2>Your insurance information</h2>
<p>The more we know about your insurer and your claim, the better we can help you. Here’s what to provide:</p>
<ul>
<li><strong>Full name of your claims adjuster.</strong> This person will help you submit your claim to your insurer. You can usually find their name in an e-mail they sent you, in your insurance documents or by calling your insurer.</li>
<li><strong>Name of your insurer.</strong> Indicate the name of your insurance company.</li>
<li><strong>File number.</strong> You can find it in the documents your insurer sent you in connection with your claim. You can also ask your claims adjuster to send it to you, by phone or by e-mail.</li>
</ul>
<h5>Good to know</h5>
<p>We need this information to coordinate your accommodation with your insurer if you decide to relocate with us. It will also be used to send your insurer documents like the rental agreement and invoices.</p>
<h2>Your specific needs</h2>
<p>This will help us to find you suitable accommodation for your family.</p>
<p>Some frequent requests:</p>
<ul>
<li>Baby furniture</li>
<li>Pet-friendly</li>
<li>Private parking</li>
<li><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/how-to-find-an-accommodation-to-fit-my-accessibility-needs">Accessibility features</a> (reduced mobility)</li>
</ul>
<h5>Good to know</h5>
<p>All our housing units are <strong>furnished and equipped.</strong> Basic amenities, such as wireless internet, are also included.</p>
<h2>Your arrival and departure dates</h2>
<p>If you need to push back your departure date during your stay, you can. Simply <a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/can-i-extend-my-stay">request an extension</a>. Our hosts usually accept.</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>1-855-717-8878</strong></a><strong>.</strong></p>

How to request a quote

<p>Need help completing your online quote request? Read on for step-by-step instructions.</p>
<h2>1. Enter your address in the field provided on the home page.</h2>
<p>Don’t worry, your information is safe. We’ll use your address to target local hosts whose accommodation meets your criteria.</p>
<p>We never share your address with hosts at this stage.</p>
<h2>2. Indicate the number of bedrooms you need.</h2>
<p>Then click <strong>Get a quote.</strong></p>
<h2>3. Specify who you are (disaster victim or claims adjuster).</h2>
<p>Select the “I’m a disaster victim” option and click <strong>Next.</strong></p>
<h2>4. Indicate whether you’re insured or not.</h2>
<p>To do this, click the button that represents your situation.</p>
<p>Note that Sinistar is designed for disaster victims who have home insurance coverage.</p>
<p><strong>You're not insured?</strong> For help, contact the <a href="https://www.redcross.ca/">Canadian Red Cross</a>.</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>5. Indicate how many people live in your household.</h2>
<p>In other words, the number of people your temporary accommodation must be able to house.</p>
<h2>6. Indicate the dates of your relocation.</h2>
<p>This means your date of arrival in your temporary accommodation and your expected departure date.</p>
<h3>Arrival date</h3>
<p>You can choose a specific day or check the “As soon as possible” option.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/can-i-request-a-quote-if-i-don-t-know-my-relocation-dates">Can I request a quote if I don’t know my relocation dates?</a></p>
<h3>Expected departure date</h3>
<p>Note that <strong>you can extend your stay,</strong> if needed.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/can-i-extend-my-stay">Can I extend my stay?</a></p>
<h2>7. Enter your contact information.</h2>
<p>You will be asked:</p>
<ul>
<li>your first name</li>
<li>your last name</li>
<li>your phone number</li>
<li>your e-mail address</li>
</ul>
<p>We will use this information to contact you once we have received offers from our hosts.</p>
<h2>8. Provide information about your insurance claim</h2>
<p>Here’s what to provide:</p>
<ul>
<li><strong>Full name of your claims adjuster.</strong> This person will help you submit your claim to your insurer. You can usually find his or her name in an e-mail they sent you, in your insurance documents or by calling your insurer.</li>
<li><strong>Name of your insurer.</strong> If your insurance company is not listed, select “Other.” Then enter the company name in the field provided.</li>
<li><strong>Claim number.</strong> You can find this number in the documents your insurer sent you in connection with your claim. You can also request it directly from your claims adjuster by phone or e-mail.</li>
</ul>
<p>If you don’t have all this information, go to the next step. A Sinistar agent will follow up with you.</p>
<h5>Good to know</h5>
<p>We need this information to coordinate your accommodation with your insurer should you choose to relocate with us. It will also be used to send documents to your insurer. For example, the rental agreement and invoices.</p>
<h2>9. List other places of interest (optional)</h2>
<p>You can enter the address of other relevant places, such as your workplace or your children’s school. If the local accommodation is not suitable, we will search near these places.</p>
<h2>10. Tell us about your needs (optional)</h2>
<p>For example:</p>
<ul>
<li>Do you need baby furniture?</li>
<li>Do you need pet-friendly housing?</li>
<li>Do you need parking for your car?</li>
<li>Do you have other needs?</li>
</ul>
<p>If you select 'other needs', a blank field will pop up for you to provide more details.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/relocate-with-children">Do the accommodations allow children?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/are-animals-allowed-in-the-accommodations">Are pets allowed in the accommodation?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/how-to-find-an-accommodation-to-fit-my-accessibility-needs">How do I find accessible housing (reduced mobility)?</a></p>
<h2>11. Confirm the information</h2>
<p>A summary of your application appears on the screen. Make sure everything is correct, then click <strong>Confirm.</strong></p>
<p>If you need to change any information, click <strong>Change</strong> to make the necessary edits. Then click <strong>Confirm</strong>.</p>
<h5>Helpful Tip</h5>
<p>To change your special needs or places of interest, click the return button in the top left-hand corner instead.</p>
<h2>12. Wait for a call from an agent</h2>
<p>An agent will contact you shortly after to show you the best quote.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-does-relocation-with-sinistar-work">How does relocation with Sinistar work?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-to-follow-my-relocation-request">How to follow your quote request status</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-account/correcting-or-changing-information">Correcting or changing information</a></p>
<h2>Need help completing your request?</h2>
<p>Write 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>

Requesting a quote online

<p>You may want to find a temporary accommodation before you know the dates of the renovation work on your home.</p>
<p>That said, <strong>Sinistar hosts need your arrival and departure dates</strong> to bid on your rental offer. Otherwise, it’s impossible to check if their accommodation will be available when you need it.</p>
<h2>Choosing an arrival date</h2>
<p>Talk to your claims adjuster, the person who handles your claim with your insurer. Together you can agree on a relocation start date.</p>
<p><strong>As a last resort, wait until you know more.</strong> Then, come back and fill out your <a href="https://sinistar.ca/en/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request">quote request</a> once you can confirm your arrival date.</p>
<h2>Choosing a departure date</h2>
<p>We understand that the duration of the renovations is often difficult to predict. This is why the departure date you indicate in your application is always an estimate. <strong>You will have the option of extending your stay</strong> if you see that the completion of the work at your home is delayed.</p>
<h4>Helpful tip</h4>
<p>Be conservative when estimating your departure date. <strong>You can always push it back, but you cannot bump it up.</strong> The host will need to be paid for all nights included in the rental agreement.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/about-sinistar/can-i-extend-my-stay">Can I extend my stay?</a></p>
<p><a href="https://sinistar.ca/en/help-center/disaster-victim/about-sinistar/fill-in-an-extension-request">Filling out a request to extend a stay</a></p>

Can I request a quote if I don’t know my relocation dates?

<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, you 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>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/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">How to reach your Sinistar agent</a></p>

How to follow your quote request status

<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, <strong>mention this in your</strong> <a href="https://sinistar.ca/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request"><strong>housing application</strong></a><strong>.</strong> 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>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>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/service-animals">Service animals</a></p>

Are pets allowed in the accommodations?

<p>Service animals are more than just pets. For this reason, hosts are usually required to accept them in their accommodation. Here are answers to the most common questions about service animals.</p>
<h2>What is a service animal?</h2>
<p>Service animals include:</p>
<ul>
<li><strong>Guide dogs.</strong> A guide dog is a dog that is trained to help a blind or visually impaired person find their way around.</li>
<li><strong>Service dogs.</strong> A service dog is a dog trained to help a person with a motor or cognitive disability. For example, a deaf or hard-of-hearing person, or a person living with epilepsy, autism spectrum disorder or post-traumatic stress disorder.</li>
</ul>
<p>Unlike emotional support animals, service animals are trained to perform specific tasks.</p>
<h2>Does a host have the right to refuse access to a service animal?</h2>
<p>No. In Canada, public places and service providers are required by law to allow people with disabilities to be accompanied by their service animal. So Sinistar hosts must accept these animals in their accommodation.</p>
<p>However, there are exceptions in the law for health and safety reasons. For example, a host may ask a guest to part with their service animal if:</p>
<ul>
<li>The guest is unable to control the animal or doesn’t take effective measures to do so.</li>
<li>The animal does its business inside the dwelling.</li>
</ul>
<p>In this case, the guest must still be allowed to stay in the dwelling, but without his or her service animal.</p>
<h2>Can a host require certification for a service animal?</h2>
<p>In most Canadian provinces and territories, there is no certification for service animals. They only exist in British Columbia, Alberta and Nova Scotia.</p>
<p>However, a host may require proof that a service animal has been trained to assist a person with a disability.</p>
<h2>Do guests need to notify the host if they have a service animal in the home?</h2>
<p>No. Guests are not required to notify the host. However, we recommend that you do so to ensure good relations with your host.</p>
<h2>What should I do if I think I’m being discriminated against?</h2>
<p>Sinistar takes discrimination complaints very seriously.</p>
<p>If a host refuses access to your service animal in the accommodation without a valid reason, <strong>notify your Sinistar agent.</strong> Explain the situation in as much detail as possible. He or she will investigate what happened and will find you another accommodation, if necessary.</p>
<h2>What happens if a service animal causes damage to the temporary accommodation?</h2>
<p>If an animal causes damage that goes beyond normal wear and tear, the host can claim compensation from the guest. Sinistar acts as a go-between with the host and the guest, and takes the necessary steps to collect the money.</p>

Service animals

<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/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request">quote request</a>:</p>
<ol>
<li>At the "Do you have any special needs?" step, select <strong>Other needs.</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)?

<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/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request"><strong>request a quote</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>
<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>The Sinistar platform enables you to find and rent temporary housing after a loss, in coordination with your insurer. Here’s how it works.</p>
<p>See the procedure for <strong>claims</strong> <strong>adjusters</strong></p>
<h2>Step 1: You request a quote.</h2>
<p>A single request allows you to contact all the local hosts whose accommodation meets your criteria. Those who wish to host you will then submit their most competitive offer.</p>
<p><strong>So there’s no need to spend hours looking for the perfect accommodation!</strong></p>
<p>The quote system is also well suited for your situation: your claims adjuster will likely ask you for a quote before approving your temporary housing.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request">How to request a quote</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/a-community-of-hosts-at-the-service-of-disaster-victims">Who are Sinistar hosts?</a></p>
<h2>Step 2: Sinistar contacts local hosts.</h2>
<p>Once an agent has reviewed your application, he or she contacts all hosts whose accommodation meets your criteria with a single click. Those interested in hosting you send their quote <strong>within 24 hours.</strong></p>
<h2>Step 3: A Sinistar agent presents you with the best quote.</h2>
<p>The agent calls you to offer the best value offer. You then have the choice to accept it or to explore other options.</p>
<p>Once you have selected your temporary accommodation, we send the quote to your claims adjuster for approval.</p>
<h5>Good to know</h5>
<p>With Sinistar, there are no surprises. Every quote details all amenities, service fees and other charges that apply.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/choosing-an-accommodation">Choosing an accommodation</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/cancellations-and-refunds/once-i-have-chosen-an-accommodation-do-i-have-to-tell-my-insurer">Once I have chosen an accommodation, do I have to tell my insurer?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/housing-search/how-to-ensure-the-quality-of-the-accommodation">How can I be certain of the quality of the accommodations?</a></p>
<h2>Step 4: You sign the documents.</h2>
<p>At this point, you’re asked to sign the following documents:</p>
<ul>
<li><strong>The rental agreement.</strong> It describes the details of the agreement you make with the host, Sinistar and your insurer.</li>
<li><strong>The assignment of debt.</strong> By signing this document, you authorize your insurer to pay Sinistar directly for your accommodation.</li>
</ul>
<h5>Good to know</h5>
<p>Usually, you don’t have to pay any out-of-pocket deposits or fees. Your insurer pays for your relocation.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/who-pays-for-my-temporary-accommodation">Who pays for my temporary accommodation?</a></p>
<h2>Step 5: You receive the entry instructions by e-mail.</h2>
<p>This e-mail explains how to access your temporary accommodation and how to contact your host.</p>
<h2>Step 6: You move into your temporary accommodation.</h2>
<p>That’s it! Now you can move into your temporary home.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/cancellations-and-refunds/can-i-change-accommodations-if-i-m-not-satisfied">Can I change accommodations if I’m not satisfied?</a></p>
<h2>Step 7: You are asked if you wish to extend your stay.</h2>
<p>At 60% and 70% of your scheduled rental period, you are asked by e-mail if you need to extend your stay. This can be helpful if the renovations to your home take longer than expected, for example.</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/can-i-extend-my-stay">Can I extend my stay?</a></p>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/fill-in-an-extension-request">Filling out a request to extend a stay</a></p>
<h2>Step 8: You leave your temporary accommodation on the chosen date.</h2>
<p>Just follow the host’s instructions. You can find them in the e-mail you received prior to moving in. Then, off you go: home!</p>
<h5>For more information:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/about-sinistar/leaving-the-accommodation">Leaving the accommodation</a></p>
<h2>Sinistar is here for you</h2>
<p>The Sinistar platform is designed for your needs and those of your insurer. So you can focus on the most important thing: getting your life back to normal.</p>
<p><strong>Still have questions about your relocation with Sinistar?</strong> One of our agents will be happy to help.</p>
<h5>Contact us:</h5>
<p><a href="mailto:info@sinistar.ca">info@sinistar.ca</a></p>
<p><a href="tel:+18557178878"><strong>1-855-717-8878</strong></a></p>

How does relocation with Sinistar work?

<p>When you rent a property through Sinistar, <strong>you don’t have</strong> to take out tenants’ home insurance. However, we do recommend it.</p>
<p>While homeowners’ insurance covers many losses and damages to the building, it <strong>does not</strong> cover:</p>
<ul>
<li>Your belongings</li>
<li>Your civil liability if a visitor gets injured in your temporary accommodation</li>
<li>Any damage you cause</li>
</ul>
<p>If you want comprehensive coverage, consider taking out tenants’ home insurance when you sign your rental agreement.</p>

Do I have to get insurance for my relocation?

<p>Sinistar is designed for disaster victims who have home insurance coverage. This means that <strong>your insurance company</strong> will pay for your temporary accommodation.</p>
<p>When you reserve a home with Sinistar, you sign an <strong>assignment of debt</strong>. This document authorizes your insurer to pay Sinistar directly for your accommodation, so you don’t need to advance any funds or provide us with a credit card number.</p>
<h4>Important</h4>
<p>Depending on the terms of your insurance policy, you may have to pay <a href="https://sinistar.ca/help-center/disaster-victim/costs-and-payments/understanding-deductibles-and-rent">rent or a deductible</a> to Sinistar.</p>

Who pays for my temporary accommodation?

<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>When you sign your rental agreement with Sinistar, you will receive your host’s contact information <strong>by e-mail.</strong> This information will be helpful if you need to contact your host for any of the following reasons:</p>
<ul>
<li>Questions related to your arrival</li>
<li>Questions about the accommodation (how certain appliances work, where certain items are located, etc.)</li>
<li>Emergency or problem related to the dwelling (e.g., equipment breakdown, water damage)</li>
</ul>
<h2>Methods of communication</h2>
<p>Normally, you have access to the host’s <strong>e-mail address</strong> and <strong>phone number.</strong> You can choose either of these methods of communication to reach the host. However, in case of emergency, you should use the phone.</p>
<h2>Before contacting the host</h2>
<p>As a courtesy to your host, first try to find answers in the documentation you received:</p>
<ul>
<li>Arrival instructions</li>
<li>Accommodation guide prepared by the host (if you have one)</li>
<li><a href="https://sinistar.ca/help-center">Sinistar Help Centre</a></li>
<li>Rental agreement</li>
</ul>
<p>This way, you will avoid contacting the host unnecessarily. This will help you to maintain a good relationship with them.</p>
<h2>If you’re unable to reach your host</h2>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">Contact your Sinistar agent</a>. They will try to address the issue or direct you to other resources. After hours, call <a href="tel:+18557178878"><strong>1-855-717-8878</strong></a>.</p>

Communicating with the host

<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/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>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/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/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/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>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>Your security is our number one priority. So, we take steps to check the identity of the hosts offering accommodations on Sinistar.</p>
<p>Every time a host registers on our platform, <strong>we check their e-mail address and phone number.</strong> This ensures you will have a reliable way of contacting them.</p>

How does Sinistar check the identity of hosts?

<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/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.</p>

Can I change accommodations if I’m not satisfied?

<p>Your Sinistar host must provide you with a clean and tidy accommodation. If you’re not satisfied with the cleaning, call your host. Typically, it’s an honest mistake and the host will come and correct the situation.</p>
<h2><strong>In the event of a major issue</strong></h2>
<p>Is the host refusing to cooperate or is the accommodation very unclean? Take pictures then contact your Sinistar agent. They’ll take steps to find a solution. If necessary, you’ll be offered another accommodation.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">How to reach your Sinistar agent</a></p>

What should I do if the accommodation is not clean when I arrive?

<p>If something becomes damaged in your temporary accommodation, start by notifying your host <strong>as soon as possible</strong>. What happens next depends on what caused the damage.</p>
<h2>If you caused the damage</h2>
<p>You will have to reimburse the host for the cost of repairs or replacement. In this case, a Sinistar agent will follow up with you to recover the amount due. We will then pay the host.</p>
<p>Generally speaking, you should reimburse the host if the damage exceeds normal wear and tear.</p>
<h2>If you did not cause the damage</h2>
<p>The host must repair it at their expense. If the damage prevents you from enjoying your temporary accommodation, the host must act within a reasonable timeframe.</p>
<p><strong>In the event of major damage</strong>, contact your Sinistar agent. They will offer you another accommodation as similar as possible to the damaged one.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">How to reach your Sinistar agent</a></p>

What to do if something becomes damaged during your stay

<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>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/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.</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>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>Did you receive an invoice for a deductible or do you have to pay rent? Here are the answers to the most frequently asked questions.</p>
<h2>What is rent?</h2>
<p><strong>Rent</strong> is the amount you would normally pay to the owner of your home (landlord). It is only charged to policyholders who are renters.</p>
<p>Home insurance generally covers <strong>additional</strong> living expenses in the event of a loss (e.g., temporary accommodation expenses). It does not cover the rent you normally pay for your home. This is why you must continue to pay it in the event of a loss, even if you have to relocate elsewhere.</p>
<p>That said, your landlord cannot charge you rent for an uninhabitable unit. <strong>Therefore, the rent has to be paid to your insurer.</strong> In your case, Sinistar collects the amount due and remits it to your insurer.</p>
<h2>What is a deductible?</h2>
<p>The <strong>deductible</strong> is an amount that you have to pay to your insurer in the event of a claim. The exact amount is indicated in your insurance contract.</p>
<p>Your insurer will pay the difference between the amount of your claim and your deductible. Of course, without exceeding the maximum amount of your insurance coverage.</p>
<h4>For example:</h4>
<p>If your deductible is $500 and your claim is $2,000, you pay $500 and your insurer pays the remaining $1,500.</p>
<h2>Why do I have to pay my deductible or rent to Sinistar?</h2>
<p>Your insurer has asked Sinistar to bill you directly for your rent or deductible. The amount you pay to Sinistar is deducted from the invoice sent to your insurer for your temporary accommodation.</p>
<p>If you have any questions about this, contact your <strong>claims adjuster</strong> (the person who handles your claim with your insurer).</p>
<h2>When do I need to pay my deductible or rent?</h2>
<p>You have to pay your deductible or first month’s rent <strong>before</strong> you move into your temporary accommodation.</p>
<p>Subsequent rent payments (if any) are billed to you <strong>once a month</strong>, until the end of your stay. The amount is due as soon as you receive the invoice.</p>
<h4>Important</h4>
<p>Interest charges may apply if you pay your deductible late. See your invoice for details.</p>
<h2>How do I make the payment?</h2>
<p>Simply send an Interac transfer to <a href="mailto:payment@sinistar.ca">payment@sinistar.ca</a>.</p>

Understanding deductibles and rent

<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>Important</h5>
<p>If your cancellation request is accepted, you will still have to pay the nights that you stayed in the accommodation.</p>
<h5>To learn more:</h5>
<p><a href="https://sinistar.ca/help-center/disaster-victim/cancellations-and-refunds/making-a-cancellation-request">Making a cancellation request</a></p>

Can I cancel my booking?

<p>If you’re facing a serious and unexpected situation that prevents you from staying at your temporary accommodation, <a href="https://sinistar.ca/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>You currently need to <a href="https://sinistar.ca/help-center/disaster-victim/your-reservation/how-to-reach-your-sinistar-agent">contact your Sinistar agent</a> to:</p>
<ul>
<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>

Correcting or changing information

<p>You can browse accommodations on <a href="https://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/help-center/disaster-victim/housing-search/how-to-fill-out-a-relocation-request">quote 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>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. 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>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>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/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/help-center/sinistar-host/how-it-works/understanding-rental-offers">Understanding rental offers</a></p>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/how-to-respond-to-rental-offers">How to respond to 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/help-center/sinistar-host/how-it-works/how-to-set-the-price-for-your-accommodation">Setting your rental price</a></p>
<h2><strong>6. Wait for the disaster victim to sign the accommodation contract</strong></h2>
<p>Once your offer has been accepted, the disaster victim must sign an accommodation contract. This document lists the terms and conditions of the rental.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/help-center/sinistar-host/terms-and-policies/your-relationship-with-sinistar">Your relationship with Sinistar</a></p>
<p><a href="https://sinistar.ca/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/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 10 business days</strong> after your guests have moved in.</p>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/how-to-welcome-guests">Welcoming guests</a></p>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/communicating-with-disaster-victims">Communicating with guests</a></p>

How to become a Sinistar host

<p>Sinistar receives requests from insurers and disaster victims looking for temporary accommodation. We analyze their needs and then send a <strong>rental offer</strong> to a number of hosts.</p>
<h2>Who receives the offers</h2>
<p>We send rental offers to hosts whose accommodation:</p>
<ul>
<li>is approved</li>
<li>is located near the disaster victim’s address</li>
<li>meets the disaster victim’s criteria (number of bedrooms, capacity, amenities, etc.)</li>
</ul>
<h4>Good to know</h4>
<p>In some cases, Sinistar agents may choose not to send a host a rental offer. For example, if the host is unresponsive or if we have received complaints about the host. To stack the odds in your favour, don’t wait to respond when you receive offers. And above all, make sure you offer a quality service.</p>
<h2>Content of the offer</h2>
<p>A rental offer includes a summary of the disaster victim’s needs:</p>
<ul>
<li>Relocation dates</li>
<li>Number of people</li>
<li>Specific needs</li>
</ul>
<p>With this information in hand, you can choose to <strong>accept or refuse</strong> the offer. You can do so by using the form provided.</p>
<h4>Good to know</h4>
<p>Refusing a rental offer does not have any negative consequences for you. In fact, it's better to decline an offer than to ignore it. A refusal tells us not to contact you again in connection with that particular offer, but it has no impact on future offers.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/how-to-respond-to-rental-offers">How to respond to rental offers</a></p>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/what-happens-if-i-ignore-a-rental-offer">What happens if I ignore a rental offer?</a></p>
<h2>Response time</h2>
<p>Generally, you have <strong>24 hours</strong> to respond to a rental offer. However, depending on the number of responses received, the response time may be shorter or longer. If the response time is extended and you have not yet responded, you will be notified by email.</p>
<p>The sooner you respond, the better your chances of getting the rental.</p>

Understanding rental offers

<p>Each time you’re asked to host disaster victims, you’ll receive a link to the rental offer <strong>by email</strong>.</p>
<p>You always have the option to <strong>accept or refuse the offer</strong>. But regardless of your choice, it’s better to respond.</p>
<h4>For more information:</h4>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/understanding-rental-offers">Understanding rental offers</a></p>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/what-happens-if-i-ignore-a-rental-offer">What happens if I ignore a rental offer?</a></p>
<h2>Accepting a rental offer</h2>
<p>On the Sinistar platform, this is the same as <strong>sending a quote</strong>. In other words, the <a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/how-to-set-the-price-for-your-accommodation">price</a> per night (including all taxes) at which you agree to rent your accommodation.</p>
<p>Everything is done in an online form. To access it, follow the link provided by email and log in to your Sinistar account.</p>
<h4>Important</h4>
<p>Sending a quote does not guarantee that you’ll get the rental. If your accommodation is selected, you’ll be notified promptly by email. The reservation is only confirmed once the insured has signed their rental agreement.</p>
<h2>Refusing a rental offer</h2>
<p>It’s quick and easy. Just click a button, then confirm your refusal, providing a reason. This allows us to better understand your needs and preferences.</p>
<p>When you refuse an offer, you stop receiving emails related to that offer.</p>
<h4>Good to know</h4>
<p>Refusing a rental offer does not have any negative consequences for you. In fact, it's better to decline an offer than to ignore it. A refusal tells us not to contact you again in connection with that particular offer, but it has no impact on future offers.</p>

How to respond to rental offers

<p>You can choose to ignore a rental offer rather than respond to it. However, this may affect your experience on the Sinistar platform. Here’s how.</p>
<h2>Reminders</h2>
<p>In some cases, our agents may send reminders to hosts who have not responded to an offer. They typically only do this if they have only received a few responses.</p>
<p><strong>If you don’t wish to receive reminders, we recommend that you respond promptly.</strong></p>
<h2>Notice of extension of an offer</h2>
<p>The usual duration of a rental offer is <strong>24 hours</strong>. However, this period can be extended if only a few hosts have responded within the allotted time. In this case, you’ll be notified by email.</p>
<p><strong>If you don’t wish to receive these notifications, we recommend that you respond to each offer within 24 hours.</strong></p>
<h2>Decrease in the number of offers</h2>
<p>In areas with a high number of accommodations, we prefer hosts with a good track record. If you’re not very responsive, you may stop receiving offers, or receive fewer of them.</p>
<h4>Good to know</h4>
<p>If you’re receiving offers for <strong>accommodations that are already rented</strong>, you should know that <a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/can-i-pause-the-offers-if-my-accommodation-is-rented-for-a-specific-period-of-time">you can pause them</a> in your dashboard. This prevents you from receiving offers for those addresses.</p>

What happens if I ignore a rental offer?

<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>Helpful tip</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/help-center/sinistar-host/how-it-works/extending-stays">Stay extensions</a></p>

How long does a rental with Sinistar last?

<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>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>
<h5>Important</h5>
<p>Not only can this equipment save lives, some policyholders have lost everything due to a fire. So it's absolutely essential to provide all the security features required to make policyholders feel safe in their accommodation.</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>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>1. Calculate your expenses</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>Basic expenses</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>Expenses specific to temporary rental</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>2. Consider the risks</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>3. Add your profit margin</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>Why a price range?</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>4. Add service fees</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>5. Keep an eye on market prices</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>Suggested minimum price</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>Helpful tip</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>
<h2>Need help?</h2>
<p>Write us at <a href="hosts@sinistar.ca">hosts@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>We understand that you may not want to receive rental offers for an accommodation that is already rented. You have options to avoid unnecessarily receiving offers.</p>
<p>However, the method depends on the type of rental.</p>
<h2>Rentals via Sinistar</h2>
<p>You don’t have to do anything: our system knows that your property is rented. You won’t receive any offers that overlap with your current rental.</p>
<p>During the rental period, the word “Occupancy in progress” appears over that address on your dashboard.</p>
<h2>Other rentals</h2>
<p>If you <strong>have not</strong> rented your accommodation via Sinistar, you can still pause the offers. Simply indicate the period in which your accommodation is unavailable on your <strong>dashboard</strong>.</p>
<p>Follow these steps:</p>
<ol>
<li>Log in to your Sinistar account. Go to <strong>My accommodations</strong> on your dashboard.</li>
<li>Go to the rented accommodation and click on <strong>Edit</strong>.</li>
<li>On the accommodation page, scroll down to <strong>Publication Status</strong>. Click on <strong>Edit</strong>.</li>
<li>A box will pop up. Select “Hidden”, then click on <strong>Specify dates</strong>.</li>
<li>A new box will pop up. Simply indicate the dates for which you wish to hide your ad.</li>
</ol>
<p>Your ad will still appear on the site. But you’ll no longer be solicited for this accommodation until the date your ad is reactivated.</p>

Can I pause the offers if my accommodation is rented for a specific period of time?

<p>There are a few reasons why you may not have received any rental offers yet. Here are the main ones.</p>
<h2>The area</h2>
<p>Statistically, the more <strong>densely populated</strong> an area is, the more disasters or claims there are. Therefore, hosts whose accommodations are located in the city tend to receive more rental offers.</p>
<p>That said, some remote areas are more frequently affected by <strong>natural disasters</strong>, such as floods or forest fires. An accommodation located far from the major centres may still be regularly in demand.</p>
<h2>The features of the accommodation</h2>
<p>Our priority is always to provide disaster victims with an accommodation that meets their needs and expectations. If your accommodation has <strong>less desirable or unusual features</strong>, it may not be suitable for everyone.</p>
<p>Is your accommodation in need of some love? Consider doing some renovations. Sometimes even little improvements can make a big difference.</p>
<h2>The season</h2>
<p>Some disasters are more common depending on the <strong>time of year</strong>. For example, floods often occur in the spring and forest fires in the summer. Residential fires are more likely to occur in the winter.</p>
<p>You may be more likely to receive rental offers at certain times of the year, depending on your area (presence of flood zones, forests, etc.). Over time, trends may emerge. This will help you anticipate the busier times.</p>
<h2>Don’t give up hope!</h2>
<p>Even if you haven’t received an offer yet, you may receive one in the future. Sinistar is constantly growing and we’re receiving more and more requests from insurers and disaster victims. Your patience may be rewarded sooner than you think.</p>
<p>Plus, your Sinistar ads are <strong>free</strong> and will continue to be free. So you have nothing to lose by keeping them active.</p>

My accommodation is approved, but I haven’t received any rental offers. Is this normal?

<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>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>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>
<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/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/fr/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>Usually, you only deal with the disaster victims when you initially greet them. Here are some tips for making a good impression.</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><a href="https://sinistar.ca/help-center/sinistar-host/your-rentals/entry-instructions">Entry instructions</a></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><a href="https://sinistar.ca/help-center/sinistar-host/your-rentals/how-to-prepare-your-accommodation-for-rental">How to prepare your accommodation for rental</a></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/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/fr/blog/accueillir-des-locataires-comme-un-pro">9 tips for welcoming tenants like a pro</a></p>

How to welcome guests

<p>Below are the answers to the most frequently asked questions about payments.</p>
<h4>Important</h4>
<p>In the event of a discrepancy between the content of this rubric and the <a href="https://firebasestorage.googleapis.com/v0/b/sinistar-13fdf.appspot.com/o/EN%20-%20Sinistar%20Terms%20and%20Conditions_14_11_2022.pdf.pdf?alt=media&#x26;token=81933e2f-ded5-43be-86c6-d0fd96646e01">Terms and Conditions</a>, the Terms and Conditions take precedence.</p>
<h2>When will I paid?</h2>
<p>This is what is expected based on the duration of the rental.</p>
<h3>30 days and under</h3>
<p>You will be fully paid within <strong>2 to 10 business days</strong> after the disaster victims have arrived at your accommodation.</p>
<h3>31 days and over</h3>
<p>You will be paid <strong>monthly.</strong> In other words, you will receive 1 payment per month.</p>
<p>The first payment will be paid to you within <strong>2 to 10 business days</strong> after the disaster victims have arrived at your accommodation. The following payments will be issued to you <strong>the 2nd to 10th business day</strong> of each month until the end of the rental.</p>
<h4>Example</h4>
<p>Suppose your rental starts on November 2, 2022, and ends on January 15, 2023. Here is when you will receive each payment.</p>
<ul>
<li><strong>Payment 1:</strong> November 4 to 16.</li>
<li><strong>Payment 2</strong>: December 2 to 15.</li>
<li><strong>Payment 3:</strong> January 2 to 13.</li>
</ul>
<h2>How will I be paid?</h2>
<p>Your payments will be deposited directly into your bank account, <strong>by direct deposit.</strong> To be paid, you must send us a <strong>cancelled cheque</strong> (cheque specimen) to <a href="payment@sinistar.ca">payment@sinistar.ca</a>.</p>
<p>A single copy of your cancelled cheque covers all your rentals. You only need to send a new one if you want to change your deposit account.</p>
<h2>How are the amounts paid calculated?</h2>
<p>When you bid on a rental contract, you specify a <strong>total price based on the number of nights included in the rental.</strong> If you get the contract, Sinistar converts this overall price into a price per night (overall price divided by the number of nights of the rental). We pay you this price calculated on a monthly basis (maximum 29 nights), minus the service fees.</p>
<p>For months of 29 or 30 nights, the calculation is as follows: (rate per night) × 29 nights - (service fees).</p>
<h2>Need help?</h2>
<p>Write us at <a href="mailto:hosts@sinistar.ca">hosts@sinistar.ca</a> or dial <a href="tel:18557178878"><strong>1-855-717-8878</strong></a><strong>.</strong></p>

Understanding payments

<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>
<p><strong>To learn more:</strong></p>
<p><a href="https://sinistar.ca/help-center/sinistar-host/how-it-works/am-i-protected-against-damage-loss-or-theft">Am I protected against damage, loss or theft?</a></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>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 claim to <a href="mailto:info@sinistar.ca">info@sinistar.ca</a>. Remember to include:</p>
<ul>
<li>Photos of any damage</li>
<li>A detailed description of the damage and/or loss</li>
<li>A detailed estimate of repair and/or replacement costs</li>
</ul>
<p>A Sinistar agent will see if your losses 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>We transfer your claim to the guest if it matches the following criteria:</p>
<ul>
<li>It is reasonable</li>
<li>You have submitted it within 30 days after the guest’s departure</li>
<li>The damage exceeds normal wear and tear</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/help-center/sinistar-host/how-it-works/do-i-have-to-insure-my-accommodation">Should I insure my accommodation?</a></p>

Am I protected against damage, loss or theft?

<p>Disaster victims should feel safe in your home. Here are the steps to take to prevent COVID-19 infections.</p>
<h2>Protective equipment</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>Cleaning</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>As a platform and online marketplace, Sinistar <strong>does not provide legal advice.</strong></p>
<p>However, Quebec’s <a href="https://www.legisquebec.gouv.qc.ca/en/document/cs/e-14.2">Act respecting Tourist Accommodation Establishments</a> states that it applies to establishments providing accommodation to <strong>tourists</strong> in return for payment.</p>
<p>The Law 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>When you rent through Sinistar, you are hosting people who have suffered a disaster. For example, a fire, floor or water damage. They are <strong>not</strong> staying in your accommodation for pleasure or business purposes, or to carry out remunerated work.</p>
<p><strong>In other words, they do not meet the definition of “tourist”.</strong> If you have any questions about the Law or its application, please seek professional legal advice.</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 Quebec's Act Respecting Tourist Accommodation Establishments apply to rentals with Sinistar?

<p>Last updated: November 14, 2022</p>
<p><strong>To accommodate the significant growth of the Sinistar platform, we have made changes to our General Terms and Conditions, Terms for Hosts, and Terms for Policyholders and Claims Adjusters (collectively, the "Terms").</strong></p>
<p>The updates described below are effective November 14, 2022 for all users. Capitalized terms not defined on this page have the same meaning as provided in the Terms.</p>
<p>We encourage you to review all <a href="https://firebasestorage.googleapis.com/v0/b/sinistar-13fdf.appspot.com/o/EN%20-%20Sinistar%20Terms%20and%20Conditions_14_11_2022.pdf.pdf?alt=media&#x26;token=81933e2f-ded5-43be-86c6-d0fd96646e01">Terms</a> that apply to you.</p>
<h3>Updated Terms for Hosts</h3>
<ul>
<li>We have added provisions related to the use of company names or logos in member profiles.</li>
<li>We have updated the section on competition and solicitation.</li>
<li>We have updated the provisions in case of issues during a relocation.</li>
<li>We have updated the payment terms for hosts.</li>
<li>We have added the possibility for Sinistar to charge a cancellation fee in certain cases.</li>
</ul>
<h3>Updated Terms for Policyholders and Claims adjusters</h3>
<ul>
<li>We have provided additional information on the services offered by Sinistar.</li>
<li>We have clarified that the claims adjuster must approve the quote selected by Sinistar.</li>
<li>We have clarified who is responsible for paying the costs related to a Relocation.</li>
<li>We have clarified how the rent and the deductible, if any, are managed and how they are paid by the policyholder.</li>
</ul>
<h3>Updated General Terms and Conditions</h3>
<ul>
<li>We have added rules of conduct for users of the Sinistar platform.</li>
<li>We have added the possibility for policyholders to rate hosts and leave comments about their stay.</li>
<li>We have added provisions related to member accounts.</li>
<li>We have updated the limitations of liability and exclusion of warranties.</li>
</ul>
<h3>Acceptance</h3>
<p>By continuing to use the Sinistar platform, you confirm that you accept the updated Terms and Conditions. The new Terms will apply to all activities (including existing Relocations) on the Sinistar platform.</p>
<h3>Support</h3>
<p>If you have any questions, please write to us at <a href="mailto:info@sinistar.ca">info@sinistar.ca</a>.</p>

About our New Terms and Conditions

<p>As a host, you use the Sinistar platform as an individual or single entity. 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/en/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:hosts@sinistar.ca">hosts@sinistar.ca</a> or call <a href="tel:+18557178878"><strong>1-855-717-8878</strong></a><strong>.</strong></p>

Your relationship with Sinistar

<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></p>
<p>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 may need to take steps with your condo association.</p>
<h2><strong>Rental Board</strong></h2>
<p><strong>If you’re a tenant,</strong> you may have to take steps to sublet your accommodation. Check with your local rental board 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 your local tax authorities.</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>

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