What happens when someone buys my stay but they do not show up at the hotel?
This is simply not your fault. The buyer bought the stay but could not make it to the hotel. You receive your money.
This case requires investigation.What happens when the seller changed their mind and decided to go to the hotel?
If their room has already been sold to someone else and they attempted to break the rules, the seller shall not receive the payment and will be permanently banned.
This case requires investigation.When do I receive my payment over my sold stay?
You will receive it after the check-out day. Unless the buyer filed a complaint, then you will receive it after the case is closed.
This case sometimes require investigation.How many types of reservation transfers do we have?
You have two (2) types of booking transfers.
Full TransferA reservation is considered “Full Transfer” when the seller is able to fully remove their name from the reservation.
What happens?
The buyer will be eligible to check-in under their actual name.
Partial TransferA reservation is considered “Partial Transfer” when the seller is only capable of adding the buyer's name into the reservation without removing their name.
What happens?
The buyer will only be able to check-in under the seller's name.
What happens if the seller mislead the buyer by choosing “Full Transfer” instead of “Partial Transfer” thus leading to a failed check-in?
We will return the money back to the buyer and the seller will be banned for a year. Another attempt after that will lead to a permanent ban.
Choosing the correct transfer type will help you (seller) and keep you protected to receive the funds. Make sure you have picked the right one as the mistake in this section could make you (seller) lose the money that you were supposed to receive.
This case requires investigation.Can I reach out to the buyer/seller?
No. It is strictly prohibited to reach out to the buyer/seller outside of Travacot as either party may attempt to abuse the safety of the other.
For your safety, we implemented the choice-based system to record the seller's responses and follow that if an investigation is required.
Sellers must be fully aware on what it means to choose Partial Transfer and Full Transfer as that can go against them if chosen wrong and be seen as an attempt to breach the company's policies.
Can I cancel a stay I purchased on Stayva?
No. All bookings purchased through Stayva are non-refundable. Afterall, they are usually much cheaper than the market.
What happens if a buyer/seller attempts to abuse the system?
It is very important for all our guests to know that we do not take things lightly. Especially, when it comes to Stayva as it is a very sensitive market.
We have very strict rules on system abuse:
Buyer Abuse: Will not be able to purchase stays for a year. Another attempt after that will permanently ban them.
Seller Abuse: Will not be the top selling priority to our customer. If the seller attempts to abuse the system again, they will be banned.
Do I (the seller) need to do anything when I am selling my stay?
Yes. Keep your phone next to you so you can follow up the next steps (SCC) that will be given to you.
If you do not confirm, the system will automatically proceed with the reservation.
What happens if I do not accept or decline a partial reservation?
The system will automatically accept the reservation.
It is important to know that Stayva is not a feature made in partnership with hotels (in other words, telling the reception that you bought the stay from Stayva will help the receptionist at the hotel find a solution). Stayva are deals made between our customers exclusively.
With that said, if you were not able to check-in, then the problem lies is NOT with the hotel, but with the seller. Unless the check-in was revoked in accordance to hotel policy.
To tackle this, raise a concern in the ongoing reservation so we can follow-up.