Frequently Asked Questions

1. Who we are?

TennisHousing is the place where tennis players from the whole world can meet, communicate, help each other, and arrange housing using technological tools we provide, in order to give and receive housing, without paying money for the lodging.

2. How does it work?

TennisHousing is the place where you can help others, and doing that, someone else will help you too. When you join the TennisHousing community, every time you host thru Tennishousing.com you will receive an “Ace” (Every Ace represents the “payment” for one night for one person). When you have “Aces”, you can also travel to any part of the world where another member of TennisHousing is going to host you during a tournament, and you will “pay” with the same Ace you received when you hosted. So… When you open the doors of your house, you are in fact, opening the doors to the world.

“Hosting others is how you can travel as a guest to the whole world.”

3. How do I pay for the housing I receive / How do I get paid for the housing I give?

Whether you are giving or receiving house lodging, you do not have to pay with money. All the house lodging arranged through TennisHousing uses as a method of payment a virtual currency called “Ace” (Which means “Athletic Cooperation Establishment”, in Spanish and French is “As” which means “Atletas Solidarios)

One “Ace” is equivalent to one night of lodging for one person.

You can get an “Ace” every time you host a person at your house using www.tennishousing.com. You will be able you use the Aces you got as a host, to plan your next trip and be a guest in the house of a TennisHousing member around the world.

4. What is an Ace?

An Ace is a virtual currency that is used to “Pay” for the lodging in house arranged through TennisHousing. One “Ace” is equivalent to one night of lodging for one person.

5. Is it free to stay in the house of another member of TennisHousing?

Yes it is free! You don´t have to pay money; but remember, you have to give them one “Ace” per person per night in their house, so you will need to have Aces.

6. How do I get the Aces?

Aces are not for sale. You get some Aces when you buy a membership, but the main way to obtain Aces is when you host a person in your house, using Tennishousing.com. You will get an Ace every time you host a person per night. The more you host, the more Aces you earn.

You can also participate in TennisHousing promotions to get some Aces.

7. Do I have to go to the house of the same family I host?

Not at all. The Aces you receive when you are host are the same Aces you use to go the house of your guest, OR, you can go to another house around the world and give them those Aces as a “payment” of your lodging.

8. Is TennisHousing safe?

The vast majority of experiences are not only safe, but outright life changing. Most of the families receive and treat their guests as a part of their family. You can also travel only with people you already know, you just have to add them as favorites (search for their nickname and mark them as a favorite here). Taking responsibility for your personal safety when traveling is important. And it’s just as important when you’re using TennisHousing.

9. When do I have to travel?

You host when you want and you travel as a guest when you want. Your guest may come to stay in your house in February, and you can use your Aces to travel when you want. Just remember that you must have an active membership to receive “Aces” when you are host, or to be able to give the Aces to your host for the duration of your trip.

10. Is it free to list my home?

Yes it is! If you are a member of TennisHousing, you can list up to two houses without any cost.

11. How I will Check in?

You can check these details with your host prior to booking. After booking hosts are directed to send a detailed report into how to get to the property, address details and anything else you need to know about your stay.

12. How do members contact each other about housing?

Members contact each other to make the agreement about the housing through the secure messaging system within the TennisHousing service. We ask that our members respond to all housing requests and messages, even if you are not interested in it. Once you've made contact with members via the TennisHousing messages, it's also a good idea to discuss your housing details on a phone call or via Skype to get to know your partner more.

13. How does id verification work?

ID Verfication will allow you to show other members that you have sent to TennisHousing the document confirming your identity that matches with your public profile as a player. All you need to do is to send us or upload one official photo ID (like a passport) set your phone number and the link with your player's profile, and we will give you a little icon on your TennisHousing profile to say you have sent or upload the document with the proof of your identity.

14. How many times can I receive guests, or can I travel? How many Aces can I give and/or receive?

You have no limit!!! Your house can be open to ilimited number of guests during all the year so you can get ilimited number of Aces from your guests, and at the same time, you can be traveling around the world the whole year as long as you have Aces of course (You must have an active membership receive Aces when you are host, or to be able to give the Aces to your host for the duration of your trip when you are traveling).

15. Can I agree a housing beyond the expiry of my membership?

You must be an active member to agree any housing as a host or as a guest.

16. I heard of someone charging for the housing. Is that okay?

No, hospitality on TennisHousing is free, the only charge for the hospitality are the “Aces” of our system, which is the way a guest “pay” to the host for the hospitality. A host should never ask a guest to pay money for their lodging, and a guest should not offer. We do recommend that a guest show their appreciation by cooking a meal, bringing a small gift or offering some other gesture. Hosts should only offer what they are able to offer freely (talking about the hospitality, transport or food), and say what those things are clearly in their profile and before make the agreement of the housing, when they are talking with the guest. If there are some things that can’t be offered, like food, the guests can agree to buy their own food, this should be discussed between the host and guest (the payment with money should not be a requirement for housing).

17. I met or interacted with a Guest who I think should not be part of our community. Will you remove the profile?

TennisHousing is an all-inclusive community, and in the spirit of being a diverse worldwide community, we do not exclude people from membership for controversial views, political activity, personality, communication style, etc. Besides, TennisHousing is a community based on social relationships, so you can travel to the house of your friends and you always decide where do you want to stay and who do you want to host.

We will remove a profile if the member breaks our “Terms of Use” or if we receive information indicating that the person is a scammer or otherwise a danger to the community.

18. About References

18.1. What are references?   References are feedback members write on each other’s profiles describing their experiences with one another. Members cannot delete or change any references left for them.

18.2. Will you delete someone when they receive a negative reference?   No. TennisHousing is a self-moderating community, and we believe that each member of our community has the ability and the responsibility to make decisions about who they would like to meet. References, even negative ones, share information with the community. We believe our role is not to make judgments in the case of disputes but rather to encourage both parties to share information openly with the community. If you would like to make a formal complaint against another member due to a violation of our Terms of Use or Privacy Policy, please contact us directly.

18.3. How do Reviews work?   After any trip agreed through the site, TennisHousing will send to the host and to the guest an email or a notification asking them to post a review on their housing experience. Reviews consist of a punctuation out of 10, along with some comments section where both of them can let other members know about the housing experience, the home and the other party. These comments will be public in the host´s profile and also in the guest´s profile.

19. About Messages

19.1. Do I need to reply to every message?  It’s up to you! But the community is better for everyone when people are friendly and participative. Even if you’re busy and you are not interested, sending a quick message in response is a nice gesture.

19.2. I received what I think is a spam message.  Please use the “Report Abuse” button on the message to report it to us. Your report will help us take appropriate action in this particular case, as well as prevent spam in the future.

19.3. I received an offensive message from another member.   Please use the “Report Abuse” button on the message to report it to us. As well as alerting us to this particular message, using this system helps us investigate whether this member has a tendency towards offensive messages so that we can take appropriate action.

19.4. I’m having a dispute with another member. Can you verify this by checking my messages?   If you receive a message that is outside of out Terms of Use, use the “Report Abuse” button to alert us to it and we will read it to determine if it is in fact against our guidelines. In the case of disputes between members, we generally will not read messages. On very rare occasions we may check messages upon request, if we believe that doing so can prevent a crime or otherwise protect the safety of the community.

20. About Privacy

20.1. What can other member see about me?  When you create your profile you give some information about you, you set your travelers and the information about your house. This is not going to be visible for all the users all the time. When your house appears as available, the users only can see:

  • Your nickname
  • Your profile photo
  • The number of references (feedbacks) you have received
  • The average of punctuation you have received in the references from other members
  • If you are a verified member

When you are asking for housing for a specific tournament, ONLY the users that live in the country of that specific tournament will be able to see the following information about you or your traveler for that event:

  • Your nickname
  • The profile photo of you or the traveler you marked for that event
  • The number of references (feedbacks) you have received
  • The average of punctuation you have received in the references from other members
  • Name and last name of the travelers
  • Age of the travelers
  • The link with the traveler´s profile as a player
  • The country the travelers are from
  • The languages the travelers marked as “spoken languages”

When you send a direct request to a user, this user will also be able to see this info about you.

20.2. Can I block specific people from viewing my profile or contacting me?  Yes, you can block any user anytime. When you block a user, he or she will not be able to see your house, he will not be able to send you messages and will not be able to contact you in any way in www.tennishousing.com. To block a user just go to “My Account”, then go to “Privacy”, and then write the nickname of the person you want to block.

21. About Security of your account

21.1. I think my profile has been hacked. What should I do?  You can change your password, email and nickname anytime; if you think someone hacked your profile you should immediately change your “data access”, you can do it from a computer or any device of your trust. Simply go to “My Account”, “Data access” and change your password. Always have a unique, strong password and don’t share it with anyone. When checking your account from public computers, be sure to sign out before closing the page.

21.2. Some of my other online accounts have been hacked. How can I protect my Tennishousing profile?  If your other online accounts have been hacked, please change your Tennishousing password immediately if is the same password associated with one of your other accounts.

If the email address that you used to create your Tennishousing profile has been hacked, you should also change the email that is associated with your account. If a hacker has access to your TennisHousing related email, they can use it to reset your password and gain access to your account.

21.3. How do I report a problem?  You can contact us. We conduct all of our support in writing in order to keep a record of your experience and our response. This allows us to review your interaction with us so that we can ensure the best possible service. Also, over time, this record allows us to evaluate our safety systems and improve them.

21.4. If I write to Tennishousing about a problem with another member, will my report be confidential?  Yes. All member concerns are confidential. We will not discuss your specific issue with anyone outside of the Trust and Safety Team unless we need to work with law enforcement or obtain legal advice. We will not tell a member that you reported them, but if we need to take action based on your report, the member may make the logical assumption that you have been in contact with us. For example, if we need to flag an inappropriate reference that a member has left for you, the person will be contacted to edit the reference.

21.5. What happens when I use the Report Abuse button?  Report Abuse should only be used to report abuse of the website or content-related abuse issues (such as profiles you believe to be fake, profiles sending dating spam, etc.). Any safety threat or incident should be reported directly to our Team. When you use the Report abuse button to report a user or a message, this information will be entered into our internal system. If we confirm that the reported content is in fact abusive, we may remove the content or warn the member who created it. Only members of our team will be able to see your report. All reports are confidential and will not be discussed with anyone outside of the team, unless we need to work with law enforcement or obtain legal advice.

22. Problems between members. The experience as a host or as a guest I had was negative, what should I do?

First of all, if you are in any immediate risk, please get yourself to a safe place before anything else. Then, call the local authorities so that people who are trained in these situations can help you. When you are in a safe location, report any safety related incidents to our team.

If you are having a dispute that does not affect your personal safety, then please read on. Negative experiences are rare, but they’re upsetting and stressful. If you would like help related to your experience, we encourage you to contact us. To address the situation, we recommend these steps:

22.1. Reflect.  Before anything else, first consider the experience carefully. Maybe a difference in culture or personality contribute to the disagreement; Or maybe there was a breakdown in communication before or after that could have led to the dispute; What resolution would you hope to achieve?

22.2. Communicate.  Express your feelings clearly to the other person. For many reasons, including culture, personality and differences in lifestyle, they may not be aware of how you feel, or may not understand your feelings well; maybe you can solve the difference until you talk about the issue directly.

22.3. Remove yourself from the situation.  If the issue cannot be resolved after a discussion, and you are currently Hosting or you are the guest, you should end the interaction. If you are the host, and your guest is behaving against the code of conduct of the TennisHousing Community (See it here), it is your right to ask your Gest to leave. If you are the guest, you can leave at any time (it is always important to have a back up plan just in case of a situation like this).

22.4. Leave a reference.  Leaving a negative or neutral reference is not an act of revenge, and it’s not a statement that you think the other member is a “bad person.” It’s an act of support for the reputation system that keeps our community safer and helps prevent other people from having negative experiences. Please don’t avoid writing a negative reference out of fear of receiving one yourself, or offending the other person; our community relies on members sharing information openly with one another.