IDENTITY CHECKS
Why we sometimes ask guests to verify their identity
Before we send some booking requests to the host, we ask the guest to verify who they are. Most guests are never asked.
Sometimes, before we send your booking request to the host, we ask you to verify who you are. We do this when a request shows signs that need a closer look (for example a new account making a high-value booking at short notice), or when the host has chosen to accept only verified guests. Most guests are never asked.
What happens
When you submit your booking request, your card is authorised: the money is held, not taken, and payment is captured only when the host accepts. You then photograph a government-issued ID (passport, driving licence or national ID card) with our payment partner, Stripe. You have 12 hours (2 hours if your stay starts within 48 hours), and we remind you halfway. Once you are verified, your request goes to the host and the booking carries on as normal. Nothing is charged until the host accepts.
Two ways to verify
Fast: you also take a short selfie, which Stripe compares with your ID photo. This is a facial scan, so we ask for your explicit consent first, and you can withdraw it any time from your account. Standard: no selfie and no facial scan. A member of our team reviews your document instead, which can take up to 24 hours; your request waits and is not cancelled if it takes longer, and we will tell you. Choosing standard review never counts against you.
Your data
Stripe, not Villario, handles your ID image and selfie. We keep only the result (verified or not), the date, and a reference. Hosts never see your ID, your selfie or the details of the check; if you are verified they see a "Verified guest" label. Your verification lasts 12 months, so you are not asked again on every booking. Some records may need to be retained for a limited period (for example to prevent repeat fraud or to answer an appeal); see our Privacy Policy, section 6A.
Villario does not collect your ID for the host. If the law where your property is requires the host to register guests, the host asks you directly, at or before check-in, outside Villario.
If it does not work
If a photo is unclear you can try again, up to three times; if your document cannot be checked automatically, you can choose manual review. If you do not verify in time, or the dates are confirmed to someone else while you verify, we cancel the request and release the hold on your card. You are not charged and the host is not told. If we cannot confirm your identity, we cancel the request, release the hold, and tell you why. You can ask for a review from your booking page, carried out by a member of our team. Your bank decides when released funds show again in your account.
Your country of residence
When you register, and for each booking, we ask which country you live in. We use it for reporting that the law requires of platforms like us, to set your starting currency and date format, and as one of several signals that help prevent fraud. Living in a different country from your card or document is normal and is never a failure on its own. Hosts never see it.
Fairness
We never use your nationality, ethnicity, the origin of your name or any similar characteristic to decide who is asked to verify, and we review our rules for this.