- Title: Guest FAQ - Description: Answers to common questions about booking a mid-term stay with Staylonger — payments, cancellations, check-in and more. - Page: [https://staylonger.com.au/faq/guests](https://staylonger.com.au/faq/guests) - Data generated: 2026-10-15T05:54:26.214Z # GUEST FAQ Find answers to common questions about booking with Staylonger ## About Staylonger Learn about Staylonger and how it works ### What is Staylonger? 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. ### What is Staylonger's role in my booking? 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. ### What's included in my stay? 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. ### Is this a formal lease or tenancy? 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. ### What law governs my booking? The agreement is governed by the laws of Victoria, Australia. ## Bookings & Payments Everything about making bookings and payments ### How do I make a booking? 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. ### What verification do I need to provide? 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. ### What payment methods do you accept? Major credit and debit cards, processed securely through our platform. ### How do payments work? 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. ### Can I pay additional charges with a different card? No. All amounts owing — including additional fees, damages or charges — are charged to the card on file. ### Is there a security hold? 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. ### What could I be charged for? 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. ## Cancellations & Changes Information about cancelling, amending, or extending your booking ### How does cancellation work before check-in? 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. ### Can I cancel once I've started my stay? 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. ### How do I submit a cancellation? Email support@staylonger.com.au with your booking reference and reasons. The cancellation is treated as received when the email reaches our server. ### Can I amend my booking dates? 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. ### Can I extend or shorten my stay? 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). ### What if the Host cancels? 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. ### Are there other costs after cancelling? 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). ## Property & Stay Details Details about properties, visitors, pets, and access ### What types of properties are available? Fully furnished studios, 1–5 bedroom homes, serviced apartments and boutique hotels — all suited to stays of 30+ nights. ### Can other people visit or stay with me? 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. ### Are pets allowed? 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. ### Are there surveillance cameras? You consent to external surveillance cameras installed for property security. These are for security only and do not monitor interior spaces. ### Can the Host enter the property during my stay? 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. ### Can I transfer my booking to someone else? No. You cannot transfer your rights under the booking to any third party without the Host's prior consent. ## House Rules & Guest Responsibilities Rules and responsibilities during your stay ### What are my core responsibilities as a guest? 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. ### Can I host a party or event? 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. ### What about noise and nuisance complaints? 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. ### What if I accidentally damage something? 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. ### Can I move furniture or access locked areas? No. You must not move furniture, or access any cupboards, drawers or rooms that are taped or locked, or make modifications to the property. ### What if I cause a breach that requires changing keys or security? Any related costs (e.g. key-barrel changes, new security measures) are chargeable to you. ## Check-In & Check-Out Information about arrival, departure, and overstay ### What are check-in and check-out times? As set out in your Booking Summary — please adhere strictly. ### What should I expect at check-in? A clean, sanitary, rubbish-free property; clean bedding and bathroom towels; and condition consistent with the listing. ### What should I do before check-out? Leave the home tidy; remove rubbish; load the dishwasher; and follow any home-specific checkout notes. ### What happens if I stay past my check-out time? 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. ## Problems & Disputes Handling issues, emergencies, and host disputes ### What if there's a problem with the property? 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. ### What if there's an emergency? For health and safety emergencies, contact 000 (Australia) first, then notify the Host and Staylonger as soon as possible. ### What if I have a dispute with the Host? 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). ### How does Staylonger handle disputes between guests and hosts? 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. ## Safety & Security Property safety features and insurance ### What safety features must the property have? 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. ### What should I do if I notice a safety hazard? Contact the Host immediately. If they're unavailable, contact Staylonger. You must report anything that might put health or safety at risk. ### Is the property insured? 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. ## Privacy & Communication How to communicate and protect each party's identity ### How should I communicate with the Host? Use the Staylonger platform in the first instance, or the contact details in your Booking Summary. ### Will the Host share my identity or address? 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. ### Can I share the Host's identity or address? No. You must not disclose the Host's identity or address to any third party under any circumstances. ## Liability Liability limits and responsibility for invitees ### What are the liability limits? 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. ### Am I responsible for people I bring onto the property? Yes. You are responsible for your own acts and omissions and those of anyone you invite or allow access. ## Contact & Support How to reach our support team ### How do I contact Staylonger? Email: support@staylonger.com.au. 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 support@staylonger.com.au. ## Still have questions? Our support team is here to help [Contact support](mailto:support@staylonger.com.au) --- ## Site links - [Home](https://staylonger.com.au/index.md) - [Search Properties](https://staylonger.com.au/search) - [Guest FAQ](https://staylonger.com.au/faq/guests.md) - [Guest Terms](https://staylonger.com.au/terms/guest.md) - [List Your Property](https://staylonger.com.au/host-onboarding.md) - [Host FAQ](https://staylonger.com.au/faq/hosts.md) - [Host Terms](https://staylonger.com.au/terms/host.md) - [Host Cancellation Policy](https://staylonger.com.au/terms/cancellation-policy.md) - [Who It's For](https://staylonger.com.au/who-its-for.md) - [Contact Us](https://staylonger.com.au/contact.md) - [Partnerships](https://staylonger.com.au/partnerships.md) - [Privacy Policy](https://staylonger.com.au/privacy.md)