Best Practice Guide for Hosts

1. Your Listing

Photography & Presentation

• Allow Suaka's production team to conduct the on-site shoot — verified listings with professional photos and 3D tours consistently outperform self-photographed listings.
• Ensure the villa is clean, staged, and well-lit on the day of the shoot.
• Update photos after any significant renovation or refurbishment.

Pricing Strategy

• Consider a multi-month discount (e.g., 5% for 2 months, 10% for 3 months) to attract longer stays and reduce turnover costs.
• All pricing must be transparent — no surprise charges. Every additional cost must be disclosed in the Listing.
• Keep your availability calendar accurate to avoid having to cancel confirmed bookings.

Listing Description

• Write a clear, honest description: property size, layout, amenities, and nearby attractions.
• Disclose all limitations (e.g., stairs only, limited parking, nearby construction).
• Include house rules (smoking policy, pets, quiet hours, maximum occupancy).
• Specify which utilities are included (Wi-Fi, water, electricity, gas) and which are separate.

2. Before Check-In

• Professionally clean the villa before every arrival.
• Conduct a full inventory review and photograph all items and their condition before check-in.
• Confirm all appliances, Wi-Fi, pool equipment, and air conditioning are operational.
• Prepare a Welcome Pack: villa manual, house rules, local recommendations, emergency contacts.
• Provide check-in instructions clearly (access codes, key location, parking) via the Suaka platform.

3. During the Stay

• Respect your tenant's privacy — do not enter the property without 24 hours' prior written notice given through Suaka, except in a genuine emergency.
• Respond to messages through Suaka as soon as possible — all Host–Tenant communication is handled through Suaka.
• Address maintenance issues promptly — a broken appliance or failing A/C should be resolved within 48 hours.
• Promote your add-on services (cleaning, chef, pool maintenance) through the Suaka app — it increases your income and Tenant satisfaction.

4. Check-Out & Damage Claims

CRITICAL: You must submit any damage claims with photographic evidence and itemised cost receipts through the Suaka platform within 48 hours of Tenant check-out. Approved amounts are charged to the Tenant's saved payment method. Claims submitted after 48 hours will not be accepted.

• A Suaka representative will conduct a joint checkout inventory review against Schedule A.
• Document all damages with clear, timestamped photographs and obtain repair/replacement quotes.
• Submit damage claims through 'My Bookings > Damage Claim' within 48 hours of checkout.
• The Tenant has 7 days to dispute your claim. Suaka adjudicates within 14 business days.
• Leave an honest review of your Tenant within 7 days of checkout.

5. Host Cancellation Policy

Cancelling a confirmed booking has serious financial consequences. Never cancel a confirmed Booking unless absolutely unavoidable.

• The Tenant receives a full refund including the Tenant Fee.
• Suaka provides the Tenant with rebooking support, using your penalty to cover the difference if they rebook into a higher-priced property.
• Penalties may be waived for a documented genuine emergency — submit evidence to Suaka immediately.
• 2 or more cancellations in a 12-month period will result in listing suspension.

6. Compliance

• Ensure your property holds all required Indonesian operating permits for medium-term rental.
• Register with the local Banjar (village authority) if required.
• Declare all rental income to the Indonesian Directorate General of Taxes (DJP).
• Maintain appropriate property and liability insurance — as Host you bear sole responsibility and all risk for the property and tenancy.

7. Payments & Payouts

• All payments must go through the Suaka platform. Never accept or solicit off-platform payments — this results in immediate permanent account suspension.
• Your payout (net of the 5% Host Fee) is released after Tenant check-in is confirmed.
• For Monthly Billing bookings, you receive monthly payouts on the anniversary of the Tenant's check-in.
• Set your preferred payout method (bank transfer or Xendit) in Host Dashboard > Settings > Payout Preferences.

8. Building Your Reputation

• Respond to booking enquiries quickly — response time affects search ranking.
• Maintain high acceptance rates by only listing genuinely available dates.
• Consistently earning 4.5+ stars qualifies your listing for the 'Verified Top Host' badge.