Surfers Paradise Family Luxury Retreat

Our “Guest First” approach guarantees that if your booked apartment or accommodation does not match the standard advertised on the listing, we are committed to finding a prompt and satisfactory resolution.

How to Resolve an Issue:

• Report the Issue: You must notify Staivo immediately upon check-in, or within 24 hours of check-in, if the accommodation does not meet the advertised standards (e.g., major cleanliness issues, significant missing amenities, or misrepresentation).
• Staivo’s Resolution Offer: We will prioritize your satisfaction by offering one of the following resolutions, subject to availability and your choice:
  • Free Upgrade: An upgrade to a satisfactory, equivalent, or superior accommodation within the premises, or at an address not too far from your original booking location.
  • Full Refund: If an acceptable resolution, such as a suitable alternative accommodation, cannot be met within a reasonable timeframe, you are eligible to request and receive a full refund of your booking fees.

Refund Eligibility Timeframe:

To be eligible for a refund under the Guest Guarantee, the issue must be formally reported to Staivo within 24 – 48 hours of your scheduled check-in.

Your security and a smooth refund process are ensured by our payment holding structure, which also governs security deposits and eligible discounts.

2.1 Refundable Security Deposit (Bond) Rules

A refundable security deposit (Bond) is collected upfront to cover potential damages, loss, or excessive cleaning. The required amount is calculated based on the rental duration:

• Daily/Weekly Bookings: Equivalent to 1 week of the rental amount.
• Two Weeks (14-day) Booking: Equivalent to 2 weeks of the rental amount.
• Monthly Booking: Equivalent to 2 weeks of the rental amount.
• Bi-Monthly/Quarterly Booking: Equivalent to 3 weeks of the rental amount.

2.2 Discount and Upfront Payment Policy

• Daily or Weekly Bookings: Attract zero discount (0%).
• Monthly Upfront Payment: Eligible for a discount ranging from 5% to 25% off the standard monthly rental rate.
• Quarterly Upfront Payment: Eligible for the maximum available discount, typically ranging from 15% to 25% off the standard quarterly rental rate.

2.3 Payment Oversight and Fund Reversal

• Payment Hold: Booking funds are held for 6 days after check-in to ensure your stay meets expectations and the accommodation matches the advertised standard.
• Fund Reversal: This holding period allows for the smooth and immediate reversal of funds to your account if a full refund is approved under the Guest Guarantee.

Refund Processing Time

Once a full refund is approved, we will initiate the process immediately. The funds will be transferred back to your original payment method, typically completing within the 6-day oversight period or shortly thereafter, depending on your bank's processing times.

For cancellations made when there is no issue with the property standard, our policy aligns with the rules set by the individual Property Owner.

• Property Owner Terms Apply: All terms and conditions for routine booking changes, cancellations, and associated refunds (including any refundable damage deposits) are specific to the individual Property Owner and the property being listed.
• Consult Your Agreement: You must review the specific terms outlined in your Rental Agreement at the time of booking.

Guest Services Cancellation

If you cancel any ancillary Guest Services provided directly by Staivo (e.g., concierge services), you may incur a cancellation charge to cover irrecoverable expenses or if we are unable to rebook the service.

The following actions by a Guest constitute a material breach of the Terms of Use and will result in the immediate termination of the Rental Agreement, typically with the forfeiture of all unused booking fees.