At Staivo, we know trust is earned, not assumed. That’s why we’ve gathered the most common questions our guests ask us and answered them with complete transparency. From booking timelines to payments and refunds, our goal is simple: to make every stay stress-free, predictable, and secure.
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Once you submit your enquiry, our team reviews your details and verifies availability. Most bookings are confirmed within the same business day, often in just a few hours. If identity verification is required, it may take a little longer, but we keep you updated at every step. You’ll receive a written confirmation by email once your reservation is secured, along with all relevant details about your property, check-in, and payment instructions.
We exclusively use secure bank-to-bank transfers: wire transfers or direct deposits, depending on your location. This ensures lower fees, faster refunds, and less risk of fraud compared to cards or wallets. In the U.S., we often recommend wire transfers for same-day confirmation. In Australia, Europe, and most other regions, direct transfers are preferred. If international transfers are needed, Staivo absorbs the charges and guarantees transparent rates.
In some regions, local tax laws require invoices or statements for your stay. If you receive a tax document from us or a hosting platform, simply retain it for your records or submit it when filing taxes in your country. If you’re unsure how it applies to your circumstances, we recommend consulting a tax advisor. For questions about documentation provided by Staivo, our support team is available 24/7 to clarify any charges or reporting obligations.
No. To keep your transactions simple and secure, each booking must be paid in full using a single bank transfer. This eliminates errors, prevents delays, and ensures your payment is linked directly to your reservation. If you’d like to split costs with family or friends, we recommend pooling funds in advance and making one consolidated payment to Staivo. This guarantees that your booking is processed smoothly without confusion or administrative delays.
Since Staivo does not store credit cards or third-party wallets, there are no stored payment methods to manage. Every transaction is processed securely on a one-time basis through your bank. If your bank details change after a booking has been made, simply notify our support team before your next reservation or refund, and we’ll update the details on file for that transaction only. This approach maximizes security and minimizes risks of unauthorized use.
Booking Questions
Yes. If your booking request is still under review and hasn’t been confirmed, you may modify details such as dates, number of guests, or property preferences. Once confirmed, changes depend on property availability and may be subject to Partner approval. Simply contact support@staivo.com with your updated request, and our team will process it promptly. We recommend submitting modifications as early as possible to avoid disappointment.
Cancellation policies vary based on the length of stay. Weekly stays can be cancelled up to 7 days prior, monthly stays up to 14 days prior, and long-term stays (90+ days) up to 14 days prior, with partial charges applicable if deadlines are missed. If you cancel within the allowed period, your funds are refunded in full within 10 business days. For urgent cancellations, please notify us immediately so we can coordinate with your host and minimize charges.
Every booking generates a confirmation email with your reservation ID and details. You can use this ID to check status with our support team at any time. If you booked through a hosting platform, you may also see updates directly within that system. We also notify you by email if any verification, payment, or guest information is pending. Our goal is to keep your reservation process transparent and trackable from the first click to check-in.
Your confirmed reservation is always emailed to the address provided during booking. Be sure to check your inbox and spam folders. If you registered for a Staivo account, you can log in to view your bookings and documents in one place. If you booked via a third-party platform, the details will also appear in your platform dashboard. If ever in doubt, contact our team with your name and dates, and we’ll immediately locate your reservation.
For short stays, full payment is typically required at the time of booking. For longer stays, such as monthly or quarterly reservations, the first month is due upfront, with subsequent payments scheduled according to your agreement. Security deposits, where required, are also collected before check-in. Staivo processes all payments securely via bank transfer, and we issue an itemized invoice for your records. Refunds, when applicable, are processed within hours of checkout.
Help on your reservations
While cancellations by hosts are rare, they can happen due to unforeseen circumstances. If your host cancels, Staivo will immediately notify you and provide alternative options of equal or higher quality. You’ll have the choice to rebook or receive a full refund. Refunds are processed within hours, not days. We take cancellations seriously and monitor hosts closely to ensure reliability. Your trust and peace of mind are our top priorities.
The Resolution Center is our dedicated support hub for handling disputes or issues during your stay. Whether it’s unexpected damage, an access issue, or a service concern, Staivo mediates fairly between guests and hosts. We aim to resolve most cases within 1 to 24 hours depends on the extent or situation. Unlike generic platforms, our Resolution Center is staffed by real people 24/7, ensuring your concerns are addressed quickly, professionally, and transparently.
If you leave belongings behind, contact Staivo support immediately. We’ll coordinate with the host to locate and secure your items. If retrieval is possible, we’ll assist with return shipping at your expense. While we can’t guarantee recovery of every lost item, our team and hosts make every effort to reunite you with your belongings. Pro tip: always double-check closets, drawers, and safes before checkout to avoid the stress of forgotten valuables.
Yes. Unlike informal platforms, Staivo verifies and manages all partner properties directly. When you submit a booking request, you’re interacting with Staivo’s system, not waiting for an individual host to reply. Our 24/7 team ensures your reservation is processed even if the host is unavailable. This eliminates the uncertainty of unanswered requests and guarantees that your booking is backed by Staivo’s service standards and legal agreements
Your reservation confirmation includes all relevant details—property address, dates, and check-in instructions. You may forward this email to friends, family, or colleagues traveling with you. For added convenience, you can also request a “guest copy” of the itinerary directly from Staivo support, which contains essential details without sensitive payment information. This ensures your travel companions are fully informed while your personal data remains secure.