Need help with something?
Whether you’re planning a stay or already checked in, this Help Center offers quick answers to common questions — from booking and payments to safety and support.
🧭 Guest Support
Booking, payments, and what to expect
Booking Help
How to book, change dates, or cancel. Includes check-in times, minimum stay rules, and what to expect when you arrive.
Payment Oversight
How payments work, what to do if they fail, and how to request a refund—plus bond and transfer safety tips.
Comunity Disturbance
What’s expected during your stay: conduct, bond rules, and care standards. Helps you avoid penalties and enjoy your time.
⚠️ Booking Disruptions
Cancellations, events, and resolution policies
Host Cancellations
If your host cancels, here’s what happens next, how to rebook, and what support or refunds may apply.
Disruptive Events
Weather, illness, or local issues may not qualify. This guide explains what’s excluded and why.
Excluded events
Some events—like storms or illness—may not qualify. This guide shows what’s excluded and why.
🛡️ Guest Protection
Safety and secure policies
Disability Support
Help with safety issues or accessibility concerns. Learn how Staivo responds and supports guests in emergencies.
Safety & Wellbeing
How we protect your stay—from respectful hosting to arrival support and emergency contact readiness.
Anti-Discrimination
Fighting bias and making homes more open to all
Inclusive Travel
Staivo welcomes guests and hosts from all backgrounds. Learn how we support fair treatment and prevent bias across bookings, communication, and reviews.