Bookings & Reservations

How reservations work

When a Tenant books and pays, you receive a confirmation and the signed rental agreement. Your payout is released 32 hours after the Tenant's check-in has been confirmed. A Tenant cannot cancel a stay that has already started, so once you are paid the money is yours. For Monthly Billing bookings, payouts are released monthly on the check-in anniversary.

If you use manual approval: You have 48 hours to review and confirm a booking request. If you don't respond in that window, Suaka may accept the booking on your behalf, based on the availability shown on your Suaka calendar. Keeping your calendar accurate is what makes this work in your favour rather than against you.

Booking requirements & pre-approvals

You can set minimum stay lengths and house rules. Because Suaka mediates all communication, any special conditions should be stated in your listing and house rules so Tenants see them before booking.

Messaging your Tenants

Communication policy: Owners do not contact Tenants directly, and Tenants do not contact Owners directly. All communication is handled through Suaka. This keeps a complete written record and protects both parties.

Send messages through the Suaka platform and respond as soon as possible — prompt replies mean better service and Tenants appreciate it. Suaka relays what's needed to the Tenant.

Changes as an owner

If a Tenant requests a modification (date change, extension, reduction), you'll be notified to approve or decline, subject to availability. Extensions are charged at your listed monthly rate. You are never required to accept a modification.

Cancellations — and why to avoid them

Cancelling a confirmed booking has serious financial consequences. Penalties are automatic and deducted from your pending payout or future earnings:

The Tenant receives a full refund plus rebooking support. Two or more cancellations in any 12-month period lead to listing suspension. Penalties may be waived only with documented evidence of a genuine emergency.

Issues with a reservation

For any problem during a stay — a maintenance emergency, a Tenant concern, a suspected policy breach — contact Suaka support. Suaka coordinates resolution and keeps the record. Do not attempt to resolve issues by contacting the Tenant directly outside the platform.

The Security Deposit is refunded in full in every case, whoever cancels and whenever. It is never used to pay a cancellation charge. Upsell services are refunded in full where the service has not been delivered. Where a cancellation happens after check-in, all percentages are calculated only on the Total Booking Charge attributable to nights not stayed.