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Frequently Asked Questions

Book from StayNest

I want to book from StayNest. How does it work?

Before you book your accommodations, we recommend that you check on the property amenities, features and all other details of the property thoroughly in the property page. This will ensure that all details of your accommodations and any questions you may have are clarified before you make the booking. Once everything is clarified, you can make a booking request on the website. The host will accept or decline your booking within 24 hours. Upon confirmation of your booking on the site, you will be charged in full either by online banking (Maybank2u, RHB now, CIMB clicks and etc), credit card or PayPal account. In order to protect both parties, we will also be holding onto the payment until after you check in. This is to ensure that you are protected in a common online transaction. Also, following the StayNest terms of services, all contact information such as phone numbers or email addresses will be exchanged upon confirmation of booking, so that you can discuss details of your trip (including security deposits,key exchange, and etc) This is for the privacy of both parties and to avoid scams.. 

If I can't email or contact host directly, how do I ask the host a question?

Once your booking is confirmed, all contact information (address, phone number, email address) will be shared. You can contact the host after booking is confirmed and paid.

Can I view the property before I book?

We do not allow any previews before payment. If you have any inquiries about the unit, kindly email to our support team together with the url link of the advertisement.

Find a Place

How do I know if the place is available for the dates that I want?

You can check the availability of a place using the Calendar on the listing page. However, some hosts do not keep their calendars up to date, so we suggest that you send a message to the host to confirm the place availability.

I have questions about the place - key exchange, parking, others. Who should I ask?

You can check the Description, Amenities, Occasion and House Rules sections of the listing to find more information about the place. If you have any inquiries about the unit, kindly email to our support team together with the url link of the advertisement. To do this, click on the "Contact Us" at the bottom of the homepage.


When I tried to book, the rates were different than listed?

Some hosts may have higher pricing during peak periods like festive season or lower rates during non peak periods. You can always check the calendar to see if a different rate is offered for certain dates. Some hosts may also mention this in the description page so you can check here to confirm.

What happens after I submit a reservation request to a host?

When you send reservation request, your host will be alerted about your reservation dates. Your host will have 24 hours to respond to your request. We will inform you when your host accepts or declines your request. You will only be charged when your host accepts your reservation request. When your host doesn’t respond to your request within 24 hours, your reservation request will automatically expire and you will not be charged for that reservation.

My reservation request is still "Pending". What should I do?

Your host will have 24 hours to accept or decline your reservation request. We send a reminder to the host for any "Pending" reservations and if your host doesn't accept or decline your reservation, this will automatically expire after 48 hours. You will only be charged when your host accepts your reservation request.

Where can I view my pending reservation requests?

In your profile page. Go to "Your Trips”. You will see all active reservation or future reservation in this page. All reservation that had already checked in or expired will be move to previous trips tab.

Does my host have a deposit and how much is it?

The host may ask for a security deposit upon arrival, but this must be disclosed in advance. It is up to you to decide if you are comfortable with the deposit. You can look at previous reservations and reviews to help make your decision. Under no circumstance should you send a security deposit in advance, prior to arrival. In the event that there is a dispute over a host holding the deposit, we will ask the host to provide pictures/a receipt to substantiate holding the deposit. This being said, the host has the final say over the deposit. We monitor our hosts to make sure there is not an underlying pattern of withholding the security deposit.


What are the benefits of using StayNest MolPay payment gateway?

Our payment gateway is MolPay. It is the most leading Online Payment Service provider in South East Asia. Our payment system is set up by using MolPay and paypal so that guests are assured that their payment is handled in a secure and reliable way. This also protects both parties from scams, which are unfortunately common in online transactions. When the host accepts your reservation request, you will be charged the full price upfront. StayNest will hold on to your until 24 hours after you check-in. If you choose to cancel your reservation, you will be refunded in accordance with your host's cancellation policy. Please do not send payment to the host outside of StayNest's payment system. This is against our Terms of Use and prevents us from extending protection to your payment in cases of fraud.

Do I have to pay online?

Yes, StayNest supports payment either by online banking (Maybank2u, RHB now, CIMB clicks and etc) credit card or PayPal account.

I don't feel comfortable paying upfront. Can I pay upon arrival?

All reservations through StayNest requires full payment to be made upfront as soon as the reservation is confirmed. StayNest will hold on to your payment until 24 hours after you have checked-in.

Are there any additional or hidden fees that I should know about?

All prices are nett and including tax. If it is a additional service requested by the guest, then whatever newly charges incurred will be solely in between the guest and the host. StayNest will only charge based on the nett amount(which include a 10% service fee) shown during payment after host approved the reservation.

If a reservation request is declined or expires, will I still get charged?

No. Payment will only be charged when a reservation request is accepted.

Before, During and After your stay

How do I check-in once I arrive at my accommodation?

You can arrange with your host directly on check-in details (check-in time,etc.) after your reservation is confirmed. You don't need to notify us that you have checked-in at your accommodation. Please make sure a copy of MolPay receipts and booking confirmation is presented to the host during check in.

What is the check-in time?

Please send a message to your host to find out the check-in and check-out details. For example: check-in time, late check-in, late check-out, etc.

Who will make travel arrangements once I reach my destination?

It is your responsibility to make your own travel arrangements once you reach your destination. You can check with your host for advice on the best way to travel around the city (e.g. from the airport to the host accommodation). However, these arrangements should be your responsibility.

How do I get the keys to the place I booked?

Once your booking is confirmed, you can arrange the key exchange and other details with your host directly.

My travel dates have changed . How do I change my reservation dates?

You can contact your host directly and wait for the host to accept your revised travel dates

What happens if the host is a no-show?

StayNest will hold on to your payment 24 hours until after you check-in. If the host is not there on your arrival, please contact us immediately with the photo of the accommodation from outside as a prove and we will freeze the transfer of your payment. The host will not receive your payment and will be fined on our site. We will return your payment in full.

Can I print my confirmations?

Yes.In your profile page, go to "My Trips". Click on the "confirmation" link on the selected booking. You can print your confirmation from here.

Be a StayNest Host

Who can list with StayNest?

Anyone! It's free to sign up and list your place.

How do I list my place on StayNest?

1. Click on List your place and fill out the details. 2. Update your calendar for your available dates or to set special holiday rates. 3. Add photos and detailed description about your place. 4. Potential guests will submit a reservation request, which you can accept or decline. 5. Once you have accepted the guest will have 24 hours to make payment. StayNest will collect full payment from the guest. 6. Contact details (full name, email, phone number and full address) are automatically sent to you and your guest after the reservation is accepted (full name, email, phone number, full address). 7. Payment for the reservation will be released to you within 7 working days after the check-in date.

How much does it cost to list in StayNest?

Absolutely nothing! It is free to list your place on StayNest. You will only get charged for accepted reservation. A service fee will be deducted from the total cost of the reservation.

Can I call or email potential guests before they book?

As per the Staynest Terms of Use, all communication can only be done upon confirmation of reservations. This is to maintain your privacy and so that we can provide customer service when needed.


What should I do after I receive a reservation request?

You will find you reservation requests in your dashboard under alerts or under your listing - your reservations

When you receive a reservation request, you can do the following:

1. If the dates for the reservation request are available and you are comfortable with the potential guest, you can accept the booking . 2. If you receive a reservation request and the dates are not available, please decline the request. You have 24 hours to respond to the reservation request. We advise that you always respond to requests rather than allowing it to expire. Ignored requests will hurt your ranking as host.

How much time do I have to reply to a reservation request?

Once you receive a reservation request, you will have 48 hours to accept or decline it. The sooner you reply, the better. To "officially" respond, you must either accept or decline the reservation through the “Your Reservation” page. If you do not respond within 24 hours, the reservation request will expire (i.e., the request will be deleted and the guest will be directed to other listings). We advise that you always respond to requests rather than allowing it to expire. Ignored requests will hurt your ranking as host.

How do I approve my reservation request?

To approve or decline a reservation request: 1. Go to Your Reservations under Your Listings tab on your dashboard. 2. All new reservation requests are marked as "Pending" under the Status. 3. Approve or Decline the reservation request. 4. Before you approve, kindly review all the details of the reservation. Take note that your place is available within the check-in dates, etc. Click on Approve. 5. The reservation request is now Accepted. Both host and guest will be acknowledged by email.

Why do you have your own payment system?

The StayNest payment system is under MolPay and Paypal, which is more secure and reliable. This is to ensure that both parties are protected from fraud. When you accept a reservation request, we will charge the guest the full amount. We hold on to this payment until 24 hours after your guest checks in, at which point we transfer the payment to you. If the guest cancels the reservation, you will receive your payment in compliance to the cancellation policy you have set. To ensure that you receive payment on time, remember to set your Payout Preference through the Account page from your dashboard. To find out more about the different cancellation policies, click here.

How do I get paid?

We will transfer the nett amount after deducting host service fees to your bank account provided in Payout Preference. Please make sure all the details are correctly entered.

When do I get paid?

Payment will be released with 7 working days after your guest checks in. When you will receive your payment will depend on your payment method and location.

What are StayNest procedures that need to be complied during check in?

Please make sure MolPay receipt of payment and confirmation is presented by the guest during check in. Host will need to email us a copy of the MolPay receipt upon check in to process payment. We would advice to email the receipts on the check in date, in order for us to transfer the payment soonest possible.