Welcome to Staivo’s FAQ hub—your go-to guide for everything from booking and payments to amenities and guest support. Whether you’re planning your first stay or returning for another seamless experience, this section is designed to answer your most common questions with clarity and care. We’ve streamlined the essentials so you can focus on what matters most: enjoying your journey.
Property Information
All of our apartments are fully furnished and include an equipped kitchen, internal laundry (washer and dryer) with laundry detergent, unlimited Wi-Fi, a Smart TV, fresh linen and towels. You’ll also find an initial supply of household essentials including cleaning products, pantry essentials such as oil, salt, pepper, coffee and tea along with toiletries to get you started
Yes—every Staivo booking includes complimentary basic housekeeping once a week, covering light cleaning and trash removal to help maintain a fresh environment. For guests who prefer a deeper refresh, we offer mid-stay housekeeping services for an additional fee | This enhanced service includes a full apartment clean | Fresh linen and towel changeover | Restocking of essential amenities. To arrange a mid-stay clean, simply contact our Guest Relations Team and we’ll schedule it at a time that suits you.
Many of our properties offer extra facilities and amenities, including a gym, pool, yoga studio, lounge areas, and more. These spaces are thoughtfully designed to combine the premium quality of hotel-style service with the flexibility and convenience of a serviced apartment. Be sure to check each property’s description for full details.
Many of our properties come with free parking. Be sure to check each property’s description for full details. For properties without parking included, we are happy to assist with parking recommendations nearby.
Many of our properties offer disability access. Please check with our Reservations Team before booking so they can recommend the most suitable stay for your needs.
Staivo operates without a traditional reception desk—but that’s by design. Instead, our dedicated Guest Relations Team serves as your personal point of contact throughout every stage of your stay | From booking confirmation to check-out, they’re available 24/7 to assist with anything you need | Whether it’s arranging extras, resolving issues, or simply answering questions, our team is just a message or call away. This lean, guest-first model ensures faster response times, more privacy, and a seamless experience tailored to your journey.
Make a Booking
You can secure your stay with Staivo in two easy ways | Book directly through our website by browsing available properties, selecting your preferred dates, and completing payment via our secure checkout | Or, if you’d prefer personalized assistance, contact our friendly Reservations Team who can guide you through the process, answer any questions, and help match you with the perfect property. To speak with our team: E: reservation@staivo.com | P: +61 489 989 729 | +1 (610) 314-7307
Your booking is confirmed once full payment is received. Staivo accepts payments via EFT (electronic funds transfer) | Payments must be made online—no in-person payments are accepted.
Long-Term Stays (Over One Month) | To secure a long-term stay, the first 30 nights must be paid upfront | The next 30 nights are payable upon check-in | Monthly installments continue for the duration of your stay.
Fund Reversal and Guest Guarantee | Booking funds are held for 6 days after check-in to ensure your satisfaction | This holding period allows for a smooth and immediate reversal if a refund is approved under the Staivo Guest Guarantee.
Yes, Staivo requires a refundable security deposit (Bond), collected upfront to cover potential damages, loss, or excessive cleaning. The bond amount is calculated based on your rental duration | Daily/Weekly Bookings: Equivalent to 1 week of the rental amount | Monthly Booking: Equivalent to 2 weeks of the rental amount | Quarterly Booking: Equivalent to 3 weeks of the rental amount.
Just like serviced apartments and standard rentals, Staivo also places a pre-authorisation hold on the bond deposit since we do not collect credit card details during your stay.
Once your booking is confirmed, simply log in to your Staivo account | Navigate to the ‘Trips’ dashboard from your main menu | Your upcoming and past reservations will be listed there, along with key details like check-in time, address, and Wi-Fi info. If you don’t see your reservation, double-check that you’re logged in with the same email you used to book, or contact the Staivo Guest Relations Team for assistance.
Yes—Staivo rewards longer stays and upfront commitment with exclusive discounts designed to make extended travel more rewarding. Here’s how it works | Daily or Weekly Bookings: Standard rates apply with no discount | Monthly Upfront Payment: Enjoy 5% to 25% off the standard monthly rate, depending on the property and season | Quarterly Upfront Payment: Unlock our highest tier of savings, typically 15% to 25% off the standard quarterly rate.
To explore your eligibility or secure a discounted rate, contact our Reservations Team directly.
E: reservation@staivo.com | P: +61 489 989 729 | +1 (610) 314-7307
Help on your reservations
While rare, cancellations may occur due to internal factors such as a Property Owner needing their home back or property sales. Staivo manages the entire process to ensure minimal disruption to your plans.
Your Refund and Financial Protection | If Staivo cancels your confirmed reservation before check-in, you’ll receive a full refund including service fees if you choose not to re-book | Depending on eligibility, you may first receive Staivo booking credit to re-book immediately—if unused within 24 hours, a full refund is automatically issued | Refunds are sent to your original payment method, and timing depends on your bank or financial institution.
Re-booking Assistance and Secure Oversight | Staivo provides Secure Payment Oversight for every booking | If your reservation is cancelled, we’ll proactively help you re-book a similar or upgraded property from our portfolio, prioritizing location and amenities at comparable pricing | Property Owners act as silent partners and will not communicate directly—only the Staivo Reservation Desk handles cancellations and availability.
Key Communication Points | You’ll receive an email with full cancellation details, refund information, and re-booking options | If a Property Owner contacts you directly about repairs or cancellations, do not engage—contact the Staivo Guest Relations Team immediately so we can manage the situation professionally and protect your booking and refund eligibility.
The Staivo Resolution Centre is a dedicated tool within your account designed to help manage and resolve financial matters related to your booking. It’s used when a mutual agreement is needed | Requesting payment for minor property damage that occurred during your stay | Initiating or managing the return of your security deposit (bond) | Handling adjustments for miscellaneous costs, such as ancillary services. For major issues related to the property standard upon check-in, please refer to the Staivo Guest Guarantee policy and contact the Guest Relations Team immediately.
If you realize you’ve left a personal item behind after checking out, please contact our Guest Relations Team immediately with the following details | Your name and booking reference number | A clear description of the item (e.g., specific color, brand, or identifying features) | The last known location of the item within the apartment. While Staivo cannot guarantee the retrieval of forgotten items, we will coordinate with our housekeeping team to conduct a search. If the item is found, we’ll arrange for its return—shipping costs are typically covered by the guest.
If you’ve submitted a Request to Book, please wait for confirmation from the Staivo Reservation Desk. This ensures we can verify availability and avoid booking clashes. An email confirmation is typically sent within 24 hours—no more, no less. Please do not submit payment until you receive this confirmation. | If the home has Instant Booking enabled, you can secure your reservation immediately without waiting, as the property is ready and available for your selected dates.
Once your booking is confirmed, you can easily share trip details with fellow travelers. Log in to your Staivo account | Go to your ‘Trips’ dashboard and select the confirmed reservation | Use the ‘Share Trip’ or ‘Invite Guests’ function to securely send an invitation. This gives your travel companions access to essential information like the reservation address, check-in instructions, check-out time, and Wi-Fi details.