GUEST FAQ

Staylonger is a platform for flexible, fully furnished 30+ night mid-term stays. We connect you with hosts — we are not the property manager or landlord. We streamline the booking so you can move in without long applications, inspections or permanent leases.

Staylonger operates the booking platform and acts as the Host's collection agent for fees and refunds. Your booking agreement is between you and the Host. Staylonger may enforce the agreement where required.

Every home is fully furnished and move-in ready. Typical inclusions: furnished living and dining areas; fully equipped kitchen; bedding, linen and towels; essential utilities and internet. Your Booking Summary lists any home-specific inclusions or exclusions.

No. Staylonger bookings are non-permanent stays only and do not constitute a formal tenancy or permanent rental. If a court determines otherwise, the Host and Guest are responsible for any resulting lease obligations — Staylonger's role remains that of a booking platform.

The agreement is governed by the laws of Victoria, Australia.

Browse properties on our platform, select dates and complete the booking. You'll receive a Booking Summary with property details, dates, fees and house rules — this forms part of your agreement.

You must provide accurate photo-ID verification and correct guest numbers and details. Providing false or misleading information is a breach of your agreement. If any detail changes or turns out to be incorrect, notify Staylonger immediately. You also confirm that you (and anyone you bring) are not on an Exclusion Register or similar list affecting your history as a guest.

Major credit and debit cards, processed securely through our platform.

Your card is charged according to the schedule in your Booking Summary, typically 15 days before the next 30-day cycle. By booking, you irrevocably authorise Staylonger to charge the card on file for all amounts owing under the agreement, including taxes, duties and merchant charges. Example: a 5-month stay — first 30 days plus 1 month security paid upfront; next 30 nights charged on day 15 of month 1; and so on.

No. All amounts owing — including additional fees, damages or charges — are charged to the card on file.

Yes. A pre-authorised Security Hold is placed on your card 2 days before check-in and typically released ~5 days after check-out, once the Host confirms the home was returned in good condition.

Your Booking Summary lists all standard fees. Additional charges may include: damage beyond reasonable wear and tear; excessive cleaning; lost keys, lock or key-barrel replacement (chargeable where caused by your breach); security call-outs — minimum $350 per call-out (e.g. noise/nuisance complaints, unauthorised guests); overstay charges; and legal or collection costs where applicable.

Cancel more than 15 days before check-in — 50% refund of your Minimum Stay Fee. Cancel less than 15 days before check-in — no refund applies to the Minimum Stay Fee.

Minimum stay is 30 nights. After your minimum stay, vary your stay with 30 days notice. If a discount was applied based on your original booking length, the rate will be recalculated for the shorter stay and any difference is payable. Cancelling after your Minimum Stay is subject to neither party being in breach.

Email [email protected] with your booking reference and reasons. The cancellation is treated as received when the email reaches our server.

Yes — submit a date amendment request. The Host may approve or deny the request. Approved amendments may be subject to a revised Stay Fee and any new terms the Host requires.

Extensions are possible if the property is available. After your Minimum Stay you can request to shorten with 30 days notice (subject to the rate-recalculation rule above).

A Host may only cancel for reasons outside their control. Staylonger will communicate with you and help secure an alternative property where possible, in line with the Host Cancellation Terms.

Yes — cancellation doesn't cut off the Host's or Staylonger's right to recover any other amounts owing under the agreement (e.g. damage, unpaid fees).

Fully furnished studios, 1–5 bedroom homes, serviced apartments and boutique hotels — all suited to stays of 30+ nights.

Only the people (and animals) listed in your Booking Summary may occupy the property. Exceeding the approved number may trigger immediate termination, removal and additional charges.

Only if expressly approved in your Booking Summary and house rules. If approved, you are strictly liable for your pet's behaviour. Pets must: comply with local animal control laws and registration; not cause a nuisance or disturb neighbours; and not be inside the property or on furniture unless expressly permitted.

You consent to external surveillance cameras installed for property security. These are for security only and do not monitor interior spaces.

The Host may visit on reasonable prior notice (or without notice in an emergency), or if they reasonably suspect a breach, or when you request access.

No. You cannot transfer your rights under the booking to any third party without the Host's prior consent.

Use the property only for personal, non-commercial accommodation (no photo shoots, business events, etc.); follow all house rules and health & safety guidance; keep within the approved guest and animal numbers at all times; don't cause nuisance, annoyance or disturbance to the Host or neighbours; don't be abusive or discriminatory toward anyone at or around the property; comply with all applicable laws — no illegal or immoral activity, including illegal drugs; report any safety issue or damage immediately; leave the property in the same condition as check-in; don't do anything that could invalidate the Host's insurance; only use Booking Summary contact details to reach the Host or Staylonger; and keep the Host's identity and address confidential.

No. There is a strict No Parties policy — a party is any gathering of individuals not approved in your Booking Summary. Consequences include: immediate removal from the property; charge of at least one week's Stay Fee; security call-out fees (minimum $350 per call-out); and further legal action, without limiting any other rights.

Noise or nuisance complaints may trigger a security call-out, charged to you at a minimum of $350 per call-out, in addition to any other remedies.

Notify the Host immediately (or Staylonger if you can't reach them). You are liable in full for damage beyond reasonable wear and tear. You agree that Staylonger may deduct the cost of damage from your Security Hold; any excess over the Hold remains payable by you.

No. You must not move furniture, or access any cupboards, drawers or rooms that are taped or locked, or make modifications to the property.

Any related costs (e.g. key-barrel changes, new security measures) are chargeable to you.

As set out in your Booking Summary — please adhere strictly.

A clean, sanitary, rubbish-free property; clean bedding and bathroom towels; and condition consistent with the listing.

Leave the home tidy; remove rubbish; load the dishwasher; and follow any home-specific checkout notes.

If you overstay without Host consent, you: are in breach and can be required to leave immediately; will be charged the Stay Fee for the additional time; will be liable for an additional week's Stay Fee for the property; and may face legal/enforcement action — all removal, legal and collection costs at your expense.

Contact the Host using the details in your Booking Summary. If you can't reach them, contact Staylonger. The Host is required to take reasonable steps to remedy the issue.

For health and safety emergencies, contact 000 (Australia) first, then notify the Host and Staylonger as soon as possible.

The agreement sets out the process: (1) Written notice: give the other party a written dispute notice with reasonable detail. (2) Good-faith resolution: both parties use best efforts to resolve within 14 days. (3) Mediation: if unresolved, either party may refer the matter to a mediator. If the parties can't agree on a mediator within a further 14 days, the complainant refers the matter to the President of the Law Institute of Victoria to appoint one. (4) Court: only after the mediation process has been exhausted in good faith (except for urgent interlocutory relief).

Staylonger will support resolution with the facts and comply with its legal obligations. We may make reasonable determinations about whether obligations have been met or breached (e.g. damage and Security Hold release) and take action accordingly. You release and indemnify Staylonger in respect of actions taken under this clause.

Where required by law, the Host must provide: fire and health & safety guidance, including fire exits; at least one first aid kit; smoke alarms and carbon monoxide alarms (where necessary); and details of water and gas shut-offs.

Contact the Host immediately. If they're unavailable, contact Staylonger. You must report anything that might put health or safety at risk.

Yes — the Host warrants they maintain current and adequate rental, landlord, public liability and home & contents insurance. You must not act or omit to act in a way that could invalidate the Host's insurance.

Use the Staylonger platform in the first instance, or the contact details in your Booking Summary.

No. The Host must not disclose your identity or address to any third party unless you agree, or where enforcement action by Staylonger requires it.

No. You must not disclose the Host's identity or address to any third party under any circumstances.

Subject to any non-excludable rights under law, neither the Host nor Staylonger is liable for death or injury, or damage to or loss of property, of you or your invitees at the property. The Host's total liability to you is capped at the Stay Fee plus fees paid during your booking. Nothing in the agreement limits liability for death or personal injury caused by negligence, or for fraud.

Yes. You are responsible for your own acts and omissions and those of anyone you invite or allow access.

Email: [email protected]. For booking-specific questions, use the contact details in your Booking Summary. For the most current FAQs and Guest Terms, visit the Staylonger platform or contact [email protected].