- Title: Host FAQ - Description: Answers to common questions about hosting with Staylonger — listing your property, payouts, guest stays and more. - Page: [https://staylonger.com.au/faq/hosts](https://staylonger.com.au/faq/hosts) - Data generated: 2026-10-15T05:54:26.046Z # HOST FAQ Find answers to common questions about hosting with Staylonger ## Getting Started Learn the basics of hosting with Staylonger ### What is Staylonger? A booking platform connecting Hosts and Guests for furnished mid-term stays of 30+ nights. We're a tech platform, not a property manager or agent. ### What's Staylonger's role? We operate the Platform and act as your collection agent for Stay Fees and refunds. We're not your agent for anything else. ### What can I list? Furnished properties for 30+ night stays — studios, 1–5 bedroom apartments, houses and apartment hotels. ### What law governs my Host Agreement? Victorian law, exclusive jurisdiction of Victorian courts. Acceptance is binding under the Electronic Transactions (Victoria) Act 2000. ## Listing Your Property Creating and managing your property listings via an approved PMS ### How do I list? Via an approved PMS partner (Homhero, Resly, Guesty, Rentals United). Your listing pulls through automatically. Using something else? Email support@staylonger.com.au. ### Who controls listing content? You do — via your PMS. Content must be accurate and not offensive, defamatory or IP-infringing. ### Can I edit on the Platform? Yes, including pricing. Core content (description/images) goes through your PMS. Editing tools are at our discretion. ### What if my listing is inaccurate? Notify us immediately with updated material. Under the Host Cancellation Policy, you're responsible for a cancellation if the property materially differs from the listing (e.g. missing gym/garage, substandard furniture). ### Can Staylonger remove my listing? Yes — anytime, at our absolute discretion, without explanation. ### Who owns the listing content? You. By uploading, you grant us a worldwide, perpetual, royalty-free licence (incl. sublicense) to use, copy, modify and distribute it for the Platform and marketing. You release moral rights. Listing material may remain online after termination provided we don't actively promote it. ## Pricing, Fees & Payments Understanding fees, payouts, and pricing ### What does Staylonger charge? A flat Booking Fee of 7.7% of the total booking. GST may apply. ### Can fees change? Yes — with reasonable prior notice to renegotiate. ### How do I set my rate? You set your nightly Stay Fee via the Platform's pricing tool. ### When do I get paid? Net funds release within 48 hours of Guest check-in. For 30+ night stays, further disbursements follow within 48 hours of each next 30-day instalment. ### What's the Security Hold? An amount you nominate, pre-authorised on the Guest's card 2 days before check-in and released ~5 days after check-out, provided Property Conditions are met. Covers damage beyond reasonable wear and tear. ### How do I claim for damage? Demonstrate damage beyond wear and tear, then instruct us to deduct from the Security Hold. The Guest is fully liable for costs. ### What if a Guest overstays? They're charged the Stay Fee for the extra time plus one week's Stay Fee. We'll use reasonable efforts to recover; if we can't, we're not liable to pay it to you. ### What other charges might apply? Dishonour fee if we can't debit; card surcharges on credit/debit/charge cards; foreign transaction fees where applicable. All fees in AUD. ## Bookings & Cancellations Managing bookings and cancellation policies ### What are Instant Bookings? Bookings confirmed automatically when a Guest commits, without prior notice to you. ### Can Guests change dates? Yes, with a request. You can approve or deny. Approved changes may carry a revised Stay Fee and new terms. ### How do guest cancellation refunds work? 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. After the Minimum Stay (30 nights), the Guest may cancel with 30 days notice if no party is in breach. Refunds can be deducted from funds owed to you, or invoiced (payable in 30 days). ### How does rate recalculation work after Minimum Stay? If a Guest on a discounted longer-stay rate cancels after Minimum Stay, the Stay Fee is recalculated at the shorter-stay rate. Any shortfall is payable by the Guest. ### Can I cancel a confirmed booking? Only in extenuating circumstances, with evidence. The Host Cancellation Policy applies. ### When am I responsible for a cancellation? When the property materially differs from the listing — double-booking, property substitution, missing advertised features or materially lower-standard furniture. ### What happens if I'm responsible? You pay applicable fees plus a Cancellation Fee of at least 25% of the Stay Fee. Exceptions (no Cancellation Fee): Instant Booking cancelled within 24 hours of confirmation; or property sold with written notice to us within 10 days of settlement. We may also suspend/cancel your listing. ### How much notice is required to end an ongoing booking? After the 30-night Minimum Stay, the Guest may end the booking with 30 days notice — if no breach. ## Guest Management Working with guests, house rules, and property conditions ### Will I know who's booking? Yes — via the Platform or Booking Summary. We may withhold full details to protect privacy (e.g. celebrities). Guest info is confidential and must not be shared with third parties. ### Does Staylonger screen Guests? No warranties. Guests warrant they're not on an exclusion register and haven't provided false info (incl. photo-ID, guest numbers). ### What's the difference between House Rules and Property Conditions? House Rules: rules you set per listing, shown to Guests. Property Conditions: standards accepted by Staylonger and communicated to Guests; determine Security Hold release. ### How do I message Guests? Platform messaging first, then Booking Summary contact. Keep everything confidential. ### What is the No Parties policy? Strict. Any unapproved gathering = party. You can remove the Guest immediately and charge at least one week's Stay Fee plus costs (security call-outs $350+). ### What are the key Guest obligations? Personal, non-commercial use only; stay within approved guest/animal numbers; no nuisance — noise can trigger $350+ call-outs; no damage beyond wear and tear; leave as found; no illegal activity (including drugs); no moving furniture or accessing sealed/locked areas; consent to external security cameras; no transfer of booking without your consent; allow Host visits on notice (no notice in emergencies or suspected breach); responsible for invitees and pets; must not invalidate your insurance. ## Host Obligations Core responsibilities, insurance, and warranties ### What are my core obligations? Comply with the Terms and ensure your personnel do; valid authority to list (no lease breach); accurate, current listing content; compliance with codes, fire safety, council, pool fencing, building/DA regs; required insurance in place; property clean, sanitary, with clean linen at check-in; fire exits, first aid kit, smoke/CO alarms, water/gas shut-offs; remedy Guest-reported issues; keep Guest data confidential; report security breaches. ### What insurance must I maintain? Short-stay; landlord; public liability (injury/death); home and contents (full property value). Evidence on request. You process claims with your insurer. ### What warranties am I giving? Authority to enter the Terms and own/access the properties; listing material is accurate, lawful and non-infringing; no viruses or harmful code; use of the Platform is at your sole risk. ## Legal & Tax Legal compliance and tax obligations ### What are my legal obligations as a Host? Full compliance with codes, fire safety, council, pool fencing, building/DA regs and any levies/duties in the property's state. ### What are my tax obligations? All yours — sales, occupancy, tourist/visitor, income. Include applicable taxes in your Booking Fees. We're not liable for your non-compliance. ### Does Staylonger collect tourist taxes? Sometimes, at our discretion. If we do, don't collect the same taxes separately. You remain ultimately responsible and must pay any shortfall. ### What if I don't provide tax info? We may withhold payments up to the relevant tax amount until you comply. ## Platform Use & Restrictions Platform usage guidelines and restrictions ### What am I not permitted to do? Direct commercial relationships with Staylonger Guests during the Term; uploading sensitive/offensive/illegal/infringing content; copying, reverse-engineering, tampering with or sub-licensing the Platform; circumventing security features; harassment, impersonation, spam; sharing your account with others; using the Platform for anything illegal or outside its purpose; anything that harms Staylonger's reputation. ### Can I book Guests directly? No — not during the Term if sourced via Staylonger. ### What if I misuse the Platform? We can revoke your access at any time, at our discretion. ## Data & Privacy Data storage, backups, and guest privacy ### How is my data stored? Cloud-based, possibly outside Australia. We use best efforts but don't accept liability for unauthorised access, loss or interference. ### Are backups available if data is lost? Not guaranteed. ### What third-party services does Staylonger use? We use providers like Stripe. Their terms apply; we're not liable for their performance. ### How is Guest data handled? Confidential. Don't disclose Guest identity/address to third parties without consent or enforcement need. Notify us of any security breach. ## Cancelling Host Services Ending your Staylonger services and account termination ### How do I cancel my Staylonger services? 30 days' notice beyond the current billing cycle, or the last day of the furthest future booking — whichever is later (the Cancellation Date). Fees charged up to the Cancellation Date. ### What happens to my existing bookings? You must honour all future bookings as at the Cancellation Date. ### Can Staylonger terminate my account? Yes — at any time for breach or likely breach, at our discretion. ### What are my obligations after cancellation? Honour future bookings; return or delete our Confidential Information and IP on request. Accrued rights, obligations and remedies survive termination. ### Can I retrieve data post-cancellation? Maybe — additional fees may apply. No guarantee. ## Liability & Indemnity Liability limits and indemnity terms ### What does Staylonger warrant? The Platform will perform substantially as described and won't knowingly infringe third-party IP. We'll correct notified errors (unless caused by misuse or unapproved integrations). ### What's not guaranteed? Uninterrupted, error-free or fit-for-purpose use. Implied warranties are disclaimed to the maximum extent permitted by law. ### What is Staylonger's liability cap? Capped at fees you've paid us in the past 6 months. No indirect, special or consequential damages, or loss of revenue/profits/goodwill. ### What am I indemnifying Staylonger for? The properties and your ownership arrangements (incl. Guest behaviour); breach of the Terms by you or your personnel; your listing material and Guest use of it; claims your listing breaches law or third-party rights; any related taxes, fees or costs. ### Does Australian Consumer Law apply? Yes — nothing in the Terms limits ACL. You may have remedies for service failures. ## Support & Disputes Getting help and resolving disputes ### How do I contact Staylonger support? support@staylonger.com.au ### How are notices given? In writing, by email. Deemed delivered 24 hours after sending (or when replied to), unless the sender knows it wasn't delivered. ### What if I have a dispute with a Guest? We support resolution with the facts but only take sides at our sole discretion. We may determine compliance/breach and act accordingly. You release and indemnify us for action under this clause. ### What are the dispute resolution steps? Written notice with reasonable detail; good-faith resolution within 14 days; mediation if unresolved — Law Institute of Victoria appoints if parties can't agree within a further 14 days; attend mediation in good faith before court (urgent interlocutory relief aside). ## General Terms Other general terms, assignment, Force Majeure, and current terms ### Can I list on other platforms? Not prohibited. But honour Staylonger bookings, keep availability accurate, and no direct deals with Staylonger-sourced Guests. ### Can I assign my rights? No — not without our prior written consent. ### How is joint and several liability treated? Obligations or rights shared by two or more people bind/benefit them jointly and severally. ### What happens in a Force Majeure event? We're not liable for delays caused by Force Majeure Events: acts of God, lightning, meteor, earthquake, storm, flood, landslide, explosion, fire, strikes, war, terrorism, sabotage, riot, epidemic/pandemic and related government decisions. ### Where are the current Terms and Policies? On the Staylonger Platform. Applicable Policies include the Host Cancellation Policy, Guest Terms and Guest Management by Host Policy (where provided). ## 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)