Who is responsible if something goes wrong?

Three separate parties are involved in a direct booking, and knowing which is which saves a great deal of time when something breaks.

Stayolo provides software. We publish your website, sync your calendar, and pass the guest's card details to Stripe. We are not the owner, the landlord, the property manager or the agent, and we are not a party to the booking.

You are the host. The booking contract is between you and your guest. The property, the description, the price, the house rules, the cancellation terms, the keys, the cleaning, the safety of the place and its compliance with local letting law are all yours. If a guest arrives to a property that is not as described, that is between you and them.

Stripe moves the money. Payments are charged on your own Stripe account, so payouts, verification, chargebacks and refund mechanics sit with Stripe and with you as the merchant.

Where does that leave a real problem?

The site is down and a guest cannot book. That is ours to fix, and it is the reason we do not claim uptime we cannot guarantee. Take the booking by phone or email and enter it as an offline booking; the dates and the revenue still count.

A calendar did not sync and you are double-booked. iCal is periodic rather than live, which we say plainly in the calendar articles. Sort it with the guest as early as you can and refund in full.

A guest damages the property. Between you, your guest and your insurance. Short-let insurance is worth having and is not something a booking website can substitute for.

Our full terms set the formal position, including the limits of our liability. They are written to be readable — if something in them matters to you and is unclear, ask before you need the answer.