Check-In, Check-Out & Damage

Standard times

Standard check-in is 3:00PM (15:00) WITA and check-out is 11:00AM WITA. A Suaka representative attends check-in and check-out to complete a joint inventory review against Schedule A of the rental agreement.

Before check-in

• Professionally clean the villa before every arrival.
• Conduct and photograph a full inventory review before check-in.
• Confirm all appliances, Wi-Fi, pool equipment, and A/C are working.
• Prepare a welcome pack: villa manual, house rules, local tips, emergency contacts.
• Provide check-in instructions (access codes, key location, parking) through Suaka.

During the stay

• 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.
• Resolve maintenance issues promptly — a broken appliance or failing A/C should be fixed within 48 hours.
• Point your tenants toward Suaka's add-on services through the app — Suaka arranges these, and they increase your income and Tenant satisfaction.

Damage claims — how to recover costs

Security Deposit: Where your villa holds a Security Deposit, Suaka takes any approved damage from it first. Any excess, or the full amount where your villa holds no deposit, is charged to the Tenant's saved payment method after checkout, capped at the greater of the deposit or one month's Base Rent. If the Tenant's check-out inspection finds no damage and nothing else outstanding, their deposit is released back to them within 14 days and is no longer available against a late claim.

1. A Suaka representative conducts a joint check-out inventory review against Schedule A.
2. Document all damage with clear, timestamped photographs and obtain repair/replacement quotes.
3. Submit your claim through 'My Bookings > Damage Claim' within 48 hours of check-out — late claims are not accepted.
4. The Tenant has 7 days to dispute. Suaka adjudicates within 14 business days and charges the Tenant's payment method for approved amounts, paying you.
5. Leave an honest review of your Tenant within 7 days of check-out.