Your Questions, Our Answers.
At Staivo, your payment is held in a secure bridge (escrow style) and is not released to the host until six days after your check-in. This Australian-managed oversight ensures the property is exactly as described in our 4K video tours before any funds are finalized.
To ensure the highest level of security and lower transaction fees and fraud preventions for our guests, we operate exclusively via Bank Wire Transfers. This allows us to hold funds securely and facilitate immediate refunds through our local banking partners in Australia, SE Asia, and Europe.
We prioritize your privacy. By using direct transfers, we avoid the risks associated with storing sensitive credit card data. This “Clean Finance” model ensures your personal information remains private while allowing us to lock in the 6-day protection window more effectively.
Most properties offer Instant Book. Once you select your dates, you will receive our secure banking details. For “Request to Book” listings, our team reviews the inquiry and responds within 24 hours to ensure the property is perfectly prepared for your arrival.
Cancellations can be initiated through your Staivo account. Refund eligibility is determined by the specific policy (Flexible, Moderate, or Strict) listed on the property page. Because we use direct banking, approved refunds are processed back to your account with minimal delay.
For the fastest response, use the secure messaging system in your Dashboard. For general inquiries, you can reach our Australian headquarters at help@staivo.com or via our international support lines during AEST business hours.
Yes. In our Southeast Asian markets (Thailand and Philippines), we provide professional airport transfer services. Being met by a Staivo-vetted driver ensures a seamless, secure transition from the airport directly to your verified home.
Our homes are fully furnished with a complete kitchen, internal laundry, unlimited Wi-Fi, Smart TV, fresh linen, and towels. We also provide a premium “Starter Pack” including luxury toiletries, cleaning products, and pantry basics like oil, coffee, and tea.
Absolutely. While every home is professionally cleaned before you arrive, we can coordinate mid-stay cleans or regular weekly housekeeping for long-term guests through our network of over 40 vetted local maintenance partners.
Many of our international properties are located in premium complexes featuring outdoor pools, gyms, and scenic terraces. Specific facility access for each home is detailed in the “Amenities” section of the listing and your digital check-in guide.
Most Staivo-managed homes include dedicated on-site parking. In high-density cities like Paris or Sydney, parking may vary; please check the specific property features or contact our team to confirm height clearances or valet options.
We represent a diverse range of properties, from modern towers with full lift access to historic European buildings. Accessibility details are listed on each page. Please consult our team before booking if you require specific mobility modifications.
Yes. You have the backing of an Australian agency. Daniel and the support team monitor all active bookings in real-time. Whether it’s a functional repair or local advice, we provide professional oversight throughout your entire stay.
If a host cancels, your funds remain protected in our secure bridge. Because we hold the funds via bank transfer, we can immediately facilitate a rebooking within our portfolio or provide a swift, full refund directly to your bank account.