Smooth communication with your Host is essential for a stable Stay. But "where" you communicate is not just a matter of convenience — it is the single most important way to protect yourself if a dispute ever arises.

Please review the following guidance carefully to use Enkostay safely.

1. Why You Should Use the Platform's 1:1 Chat

All communication between Tenants and Hosts should take place inside the EnkoStay Platform's 1:1 messaging feature.

💡 Note: Under Tenant Policy Article 18, any agreement that is not recorded in the Platform system (chat, contract, etc.) cannot be recognized as valid in the event of a dispute. Move-in date changes, refund discussions, repair commitments — all important agreements must remain in the 1:1 chat.

2. What If a Host Tries to Move the Conversation Off the Platform?

Recently, Enkostay has observed cases in which some Hosts attempt to bypass the official booking and payment flow by redirecting conversations to KakaoTalk, WhatsApp, SMS, or similar external messaging tools, or by asking Tenants to finalize contracts and payments outside the Platform.

Under Tenant Policy Article 19 (Prohibition of Off-Platform Transactions), this constitutes a prohibited inducement to direct transactions. The following are all classified as direct-dealing inducement:

• Being asked to send direct bank transfers or cash payments to the Host
• Being asked to finalize a contract or make payment exclusively through external channels, bypassing the Platform
• Being asked to exchange personal contact details (phone, email, SNS accounts, etc.) for the purpose of communicating outside the Platform

⚠️ Important: Contracts or payments processed through external channels may fall outside the protection of Enkostay's secure escrow payment system and dispute resolution process. For your own safety, please keep all transactions within the Platform.

If a Host invites you to move communication off-platform, please:

1. Politely decline and ask the Host to resend the same message via the Platform's 1:1 chat.
2. Capture screenshots of the external conversation and report it to stay_support@enko.kr.
3. Enkostay will review the facts and may issue corrective notice or impose sanctions in accordance with our Policy.

3. All "Objective Records" Belong in the Platform 1:1 Chat

In any dispute, the records EnkoStay can objectively review are those preserved within the Platform system itself. For that reason, please make sure the following are always exchanged through the Platform 1:1 chat:

• Move-in / move-out date changes
• Reports of facility issues and agreed repair schedules
• Discussions about additional fees or utility settlements
• Refunds, discounts, extensions, or any monetary agreements
• Host commitments regarding cleaning, repairs, or item replacement
• Any other agreement that could potentially become a point of dispute

4. The Second Contact Point Is for Emergencies Only

We recommend asking your Host before move-in for an emergency contact method (a hotline or a separate messenger).

However, please use this second contact point only in genuine emergencies, such as:

💡 Why this separation? Emergencies can affect your safety and require the fastest possible response — that is why a backup channel exists. But every other discussion must be recorded inside the Platform 1:1 chat so that you remain protected if a dispute arises later.

5. Quick Summary

6. Need Help?

• If a Host pressures you to use external channels or to deal directly: stay_support@enko.kr
• If your Host is not responding: see the article "What to do if the Host is not responding?"