HandalStay User Guide

Basic Accommodation Rules

  1. If a guest under the age of 18 makes a reservation, at least one adult aged 18 or older must stay at the property during the entire stay.
  2. Smoking is strictly prohibited inside the property.
  3. Pets are not permitted in any property unless prior approval has been obtained from the host.
  4. Service animals must also be disclosed to the host at the time of booking.
  5. If pets or service animals stay at the property with host approval, the host may charge additional cleaning fees and repair costs (if damage occurs).
  6. The use of open flames, including candles, is strictly prohibited inside the property and on balconies. For safety reasons, fire alarms must not be tampered with or disabled.

Guest Payment Policy & Procedures

  1. For stays of one month or longer, guests must pay the first month’s accommodation fee and utilities immediately upon host approval of the reservation.
  2. The accommodation fee and utilities will be released to the host the day after check-in is completed.
  3. If the host sets a security deposit, it will be handled as follows depending on the payment method:

• Credit Card Payments

Fourteen (14) days before the scheduled check-out date, a pre-authorization hold will be placed on the guest’s card for the security deposit amount. This is not an actual charge. Only the amount claimed by the host at or after check-out will be captured. Any remaining pre-authorized amount will be automatically released.

• U.S. Bank Transfer (ACH)

Fourteen (14) days before the scheduled check-out date, the full security deposit amount will be charged. At or after check-out, only the amount claimed by the host will be released to the host, and the remaining balance will be refunded to the guest.

  1. For stays longer than one month, the next month’s accommodation fee will be charged on the 23rd day of the current stay and released to the host on the 31st day.
  2. If payment for the next month is not completed on the 23rd day, a 24-hour grace period will be provided. If payment is not completed within that time, the reservation period will be adjusted to reflect only the fully paid period.

Minimum Stay Policy

All properties require a minimum stay of 30 days (one month). On the HandalStay platform, “one month” is defined as 30 days, regardless of the calendar month.

Guest–Host Communication

All communication must be conducted through the “Messages” feature within the HandalStay dashboard.

Full Address Disclosure After Reservation Confirmation

Two (2) days before check-in, the host will send the detailed property address and check-in instructions via the platform messaging system. If you do not receive this message close to check-in, please contact the host through the HandalStay messaging system.

Extending a Stay

Extensions must be made by submitting a new reservation.

Guest Cancellation Policy

Before reservation confirmation (before payment completion), guests may cancel freely.

After reservation confirmation, HandalStay’s cancellation policy will apply, and refund amounts may vary accordingly.

Cancellation & Refund Policy

Cancellation Timing

Days Before Check-In

Rent Refund

Utilities Refund

Service Fee Refund

Before Reservation Confirmation

-

Full refund

Full refund

Full refund

After Reservation Confirmationl ~ 30+ days before check-in

30 + days

Pro-rated deduction (up to 7 days max.)

Full refund

Non-refundable

15~29 days

10 days deducted

Full refund

Non-refundable

＜ 15 days

15 days deducted

Full refund

Non-refundable

After check-in

-

Non-refundable (Security deposit subject to separate policy)

Check-In Issues

  1. If the property cannot be accessed or a serious issue occurs at check-in, first contact the host through the platform messaging system.
  2. If you cannot reach the host, report the issue as follows:
  3. Log in to HandalStay
  4. Click “My Reservations” from the account menu
  5. Select “Current Reservations”
  6. Click the red “Report Check-In Issue” button Our team will review and assist you.
  7. If you are unable to log in, email support@handalstay.com.
  8. If the reservation is invalidated due to an inaccessible property or a major issue preventing check-in, all payments will be fully refunded.

After confirmation, cancellations are generally not allowed. If unavoidable circumstances arise, contact HandalStay Customer Support for prior consultation.

Unauthorized cancellations without consultation may result in listing penalties.

How to Delete a Host Account

After logging in to HandalStay, select “Profile Settings” from the host account dropdown menu. Then scroll to the bottom of the “Profile & Identity Verification” page and click the “Delete Account” button. Account deletion is only possible if there are no ongoing reservations or pending settlements.

How to Delete a Guest Account

After logging in to HandalStay, select “Account Settings” from the guest account dropdown menu. Then click the “Delete Account” button at the bottom of the page. Account deletion is only possible if there are no ongoing reservations, disputes, or refund cases.

Accommodation-Related Terminology (Host Console Screen)

Accommodation Management This page allows you to view all registered accommodations at a glance. You can also register a new accommodation from this page. You can manage accommodation details such as property name, property type (house, apartment, condo, etc.), address, and host phone number.

Room Management This function allows you to register and manage the actual rental space (entire home, entire floor, private room, shared room, etc.) and amenities information.

How to Enable/Disable Accommodation (Room) Search

• Settings Path After accessing the Host Console, go to: Host Console → Room Management → Click the “Edit” button next to the relevant accommodation (room) → Room Basic Information page

On this page, you can check or change the “Search Visibility” and “Allow Booking” settings.

• Search Visibility Controls whether the accommodation (room) appears in search results.

• Allow Booking Controls whether bookings are allowed, regardless of search visibility status.

How to Register an Accommodation

  1. Click the “Become a Host” button to create a host account.
  2. Log in with the newly created account.
  3. Select “Host Console” from the host account dropdown menu.
  4. Follow the accommodation registration steps in the Host Console to complete the property and room information, then click the “Submit Accommodation Registration” button.
  5. Once approved by the HandalStay administrator, the accommodation registration will be completed.

How to Create a Host Payout Account

HandalStay uses Stripe’s payment system for secure payment and settlement processing. To receive payouts, hosts must create a Stripe payout account and accurately enter their personal and banking information. If incorrect information is provided, payouts may be delayed or the account may be restricted.

  1. Payout Account Creation Process • Log in to HandalStay • Select “Payout Account Settings” from the host account dropdown menu • Proceed with the Stripe account registration process
  2. Information to Prepare Before Creating a Payout Account To ensure a smooth process, please prepare the following information in advance: Email address, date of birth, address, phone number, last 4 digits of SSN, bank ABA/Routing number, bank account number
  3. Important Notes During Stripe Account Creation During the Stripe sign-up process, you may see a field asking for a “Website.” In this case:
  • Do not enter a website address
  • Click “Enter a product description instead” at the bottom of the page
  • In the product description field, enter “Short-term rental operation in the USA” or “Monthly stay rental in USA.”
    1. Additional Notes When entering the name that will appear on the bank statement, you must enter exactly the same “Business or Individual Name” shown at the top of the page.

    Security Deposit Policy

    1. The Security Deposit is paid in advance to protect the host against potential damage or contract violations. If no issues occur, the deposit will be:
    2. Fully refunded (ACH payments), or
    3. Pre-authorization released (card payments).

    Refund timing may vary depending on financial institutions.

    1. The host may set a fixed amount or percentage. A fixed amount applies once per entire reservation regardless of stay length.
    2. If no issues are found, the deposit is fully refunded or released.
    3. If damage is found, the platform will release the claimed amount to the host and refund the remainder to the guest.

    Security Deposit Claim Procedure (Host)

    1. Before filing a claim, the host must attempt to reach an agreement with the guest.
    2. Claims must be evidence-based. (Routine cleaning is not eligible.)
    3. Claims must be filed within 48 hours after check-out.
    4. Claims will be rejected if:
    5. No prior discussion occurred
    6. The claimed amount differs from the agreed amount
    7. No final agreement was reached
    8. The host may re-submit a claim within 48 hours with supporting documentation.
    9. HandalStay will finalize or reject the claim within 7 days.

    Grounds for Security Deposit Claims (Examples)

    • Furniture or appliance damage • Structural damage (walls, floors, doors, windows) • Severe stains or contamination • Large trash or debris • Electrical or plumbing damage • Unauthorized installation of equipment

    Reservation Request & Approval

    1. If a host does not approve a reservation request within 48 hours, it will automatically expire.
    2. If a guest does not complete payment within 24 hours after host approval, the reservation will be automatically canceled.

    Last Updated: February 26th, 2026