freestays is an intermediary platform on which hotels offer stays and creators produce content for those stays. The platform shows content that users post themselves: listing texts and images from hotels, profile details and evidence from creators. This page describes how unlawful content can be reported and how the operator, SnapNext GmbH & Co. KG, intends to handle reports.
Whether and in which role the Digital Services Act (DSA) applies to freestays is under legal review. The following sections describe the planned procedure, regardless of the outcome of that review.
What the platform has today
Present in the code, not tested in operation:
- A check by operator staff before content becomes visible: creator profiles and reach evidence are verified by hand, and a creator is rejected with a reason of at least 20 characters that the creator can see. Hotels are approved or blocked by the operator, and listings have the status "submitted for approval" before publication.
- An account can be given the status blocked. A blocked account is redirected after login and no longer receives notification emails.
- A history log for administrator decisions.
- Access to the operator through the general contact address support@freestays.app.
A dedicated function for reporting unlawful content, such as a form or a report button on listings and profiles, is currently not present in the code. There is also no processing list for reports in the administration area yet. Everything else on this page is planned.
How a report is planned
Until a reporting function is available, an email to support@freestays.app is sufficient. The report should contain:
- a description of why the reporting person considers the content unlawful,
- the exact location, for example the address of the page or the name of the listing or profile,
- the name and email address of the reporting person, unless the report concerns a criminal offence for which disclosing the identity is unsuitable,
- a statement that the information is correct and complete to the best of the reporting person's knowledge.
What is planned after a report
| Step | Planned |
|---|---|
| Acknowledgement | The operator confirms receipt of the report to the email address given. |
| Review | A staff member reviews the report carefully, without automating the decision. |
| Decision | The content stays unchanged, is removed, is made inaccessible, or is returned to the poster for revision. |
| Information | The reporting person and the affected user learn the decision. |
| Log | The decision is recorded in the history log. |
This page states no time limits as long as none have been set.
Statement of reasons to the affected user
If content is removed or access to an account is restricted, the affected user is to receive a statement of reasons. Where applicable, it states:
- which measure was taken and when,
- which facts and circumstances the decision is based on,
- whether the decision is based on an infringement of law or on the terms of use,
- whether a report was the trigger, without disclosing the identity of the reporting person where that is not necessary,
- which options for review exist.
Objection
Anyone affected by a decision is to be able to contest it by email to support@freestays.app. The objection is to be reviewed by a different person than the one who first decided, and not by automated means alone. The result is communicated. Statutory remedies and access to the courts remain unaffected.
Abuse of reports
Manifestly unfounded or repeatedly abusive reports are not to be processed. The procedure for this has not yet been determined.
Open points
- Applicability of the DSA and role of the operator: under legal review.
- Reporting function, processing list and deadlines: not yet built, planned.
- Responsible body for objections: This detail will be added before launch.