Stay2Book | Vendor policy [Tour packages]

Policies regarding Tour Agent / Host / vendor programs

 

 

Description and participation

  • The Stay2Book vendor program is open to all individuals or companies who wish to participate. And participation is FREE.

*With your participation, you directly agree to the Terms & conditions and policies of the vendor program.

 

Account registration

  • To enable you to list your travel package on our website/platform, you MUST REGISTER an account first.
  • For account registration, you are deemed to agree to share data such as full name, email, phone number and other relevant information for smoothness.
  • By registering an account, you are also deemed to understand and agree to the Terms and Conditions and the existing Policy.
  • By registering an account on our website/platform, you MUST be 18 years old and above.
  • If you have joined and have listed your accommodation in our platform, please MAKE SURE your email address and WhatsApp number are ACTIVE and CORRECT, because our system will send a notification to update your customer's booking process to your account registration email address (*follow up to WhatsApp number if there is no response from you).
  • Also, you are advised to regularly log into your account dashboard to check the latest booking updates proses from your customers.

 

Rules of dealing with customers

  • Vendors can communicate directly with customers to manage customer booking you receive. A chat room between vendors and customers is also provided in the platform > Log-in to your account for this action
  • Vendors are NOT ALLOWED to write or provide any links for customers to contact you directly. For example Whatsapp, Telegram, FB, IG and other relevant links.
  • Vendors are NOT ALLOWED to promote third-party links on the platform.

WARNING: If it is found that there is a vendor who invites customers to deal outside the platform, the vendor's account will be banned and the payout will be suspended immediately.

 

Payment and wallet

  • If your tour package is booked by a customer - their booking is approved, their payment amount will be entered and shown on the wallet account section of your registration account dashboard.
  • Payout requests will be subject to a transaction charge of 6% (payment gateway's tax charge) for each payout request.
  • You can make a request for your payout. You need to leave a minimum balance of RM100 from the accumulated amount in your wallet account (and you can withdraw the other balance) - This is as a security deposit and it can be requested to withdraw if you close your account with us

Example: The accumulated amount in your wallet account is RM3800 > you can withdraw as much as RM3700 > a minimum balance of RM100 must be left in your wallet account.

 

Service Fee

  • A 'service fee' (including tax charges) will be applied to the customer's payment. It will be charged to customers who use the service (make a booking through) our platform. And this service fee is NOT charged to the vendor.
  • On the main display of the user/customer dashboard, it has a calculator to calculate the estimate amount of payment that the customer needs to pay on their booking including 'service fee' (other charges such as Security deposit, Cleaning fee, Additional guests fee or other charges will displayed together if there is a charge from the vendor/accommodation owner)

 

Set up your bank account to receive payout payment requests directly to your bank account.

  • Payouts will be paid by bank transfer only, you need to provide details regarding your bank account after your property is advertised on our page.
  • We need your correct and complete bank account details. So, please give your kind cooperation to provide correct and complete bank account details so that we can process your payout request smoothly. Be reminded, we are not responsible if you provide/give your bank account details that is incorrect and incomplete.
  • If you have not received any update from us regarding your payout payment request within 5 working days from the date of your request, please send a follow-up email to account@stay2book.com, with the subject of your email as follows: Payment request_[your account username] _ [your account registration email].

 

When will receive your payment?

  • You can make your payout payment request after 24hour (1day) after your customer checking out (Our team will check first - This is to give time to detect any possible fraudulent activity). We will process your payout payment request within 5 working days starting from the date of your request - payment directly to the bank account you provided details on your payout account only.

 

Anti scammer control bot

  • We have special systems and procedures to control scammers (and spammers). If the accommodation list is from a scammer, the scammer will not receive any payout from us. Because every payment from the customer is not directly released to the vendor, it will go through several filters and procedures - our 'secure payment gateway' system, for anti-scammer control.

 

Support and inquiries

 

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Policy Rules and Vendor/Host Guidelines

 

Account registration

  • In order to be able to list your tour package on our website/platform, you MUST first REGISTER an account.
  • For account registration, you are deemed to agree to share data such as full name, email, phone number and other relevant information for smooth operation.
  • By registering an account, you are also deemed to understand and agree to the existing Terms and Conditions and Policies.
  • By registering an account on our website/platform, you MUST be 18 years of age or older.

 

Registration Policy

  • Registration Terms - To register on our website/platform, you must provide personal information such as full name, email address and other contact information requested by the registration form.
  • Validity of Information - By registering on our website/platform, you guarantee that the information provided is true, complete and accurate. We reserve the right to cancel a user's account if we find information that is invalid or violates our Registration Policy.
  • Policy Compliance - By registering on our website/platform, you agree to and comply with our Registration Policy and all terms and conditions applicable to our site.
  • Security of Access - You are responsible for maintaining the confidentiality of your login information and password, and for restricting access to your account. We are not responsible for errors and negligence caused by you and We are not responsible for any loss or damage caused by unauthorized use or unauthorized access to your account.
  • Registration Information Changes - You can update your registration information at any time by logging into your account and changing the required information. We reserve the right to reject changes to registration information if the information is invalid or does not meet our requirements.
  • Account Cancellation - You may cancel your account at any time by contacting us using the contact information provided on our website. We reserve the right to cancel a user's account if we find that your use of the site violates our Registration Policy or Privacy Policy.

 

Privacy Policy

  • Types of Information Collected - We collect personal information such as name, address, telephone number, email address and other relevant information when you register for our service.
  • Information Collection Methods - We collect personal information through online forms, log files and other technologies.
  • Purpose of Information Collection - The personal information we collect is used to provide our services, process transactions and send updates.
  • Use of Information - We use personal information for marketing, analysis and reporting purposes.
  • Information security - We protect the personal information collected from unauthorized access, use or loss through the use of appropriate security and encryption systems.
  • Information sharing - We only share personal information with third parties we work with to provide services or if required by law.
  • Access and Change of Information - You are given the right to access and update your personal information by logging into your account.
  • Contact information - If you have questions about our Privacy Policy, please contact us via email > vendor@stay2book.com

 

Description of the package

  • Clear and informative description - Make sure your package description is complete and provides useful and relevant information for guests. The description should include description, itinerary, location, FAQ and related clear details
  • High quality photos - Include high quality and clear photos. Make sure the picture is clear and matches with description of your tour package.
  • Information about the location - Include information about the location including the distance to the city center, transportation access, and the nearest tourist attractions. Provide enough information to help guests decide if the location is suitable for their needs.
  • Openness and honesty - Make sure your package description is honest and not misleading. Avoid uploading photos or descriptions that do not match reality or show features or amenities that are not available at your package location.

"By providing a complete and clear description of your package, guests will feel more confident in choosing your package and have a positive experience throughout their vacation."

 

Package photo arrangement policy

  • Number and Size of Images - Please upload multiple high quality images for your package location. Make sure the size and resolution of the image is sufficient so that guests can see the details clearly.
  • Authenticity and Transparency - Make sure the images you upload fully reflect the true state of your package's location. Avoid using heavily edited photos or submitting fake images. We believe in openness, and we want our guests to feel comfortable and confident in their travel package choices.
  • Copyright and Original - Make sure your images are original and have the copyright or permission to use all the images you upload. We do not allow the use of fake or copyright-infringing images or contain inappropriate or misleading content. If the image is fake or there is copyright infringement or inappropriate use, we reserve the right to remove the image or cancel your stay from our site. Anti scammer system.
  • Package Description - Make sure your package description is consistent with the image you upload. Do not use false or misleading images or show features or amenities that your package does not have. Instead, make sure the photos and listing description work together to give an accurate and clear picture of where your package is.
  • Complaint Handling - If you have any complaints or concerns about your package photos or descriptions, please respond quickly and professionally. Give clear explanations and correct or replace pictures if needed. We want to provide a positive experience for our guests, and your cooperation is greatly appreciated to achieve this goal.

 

Rules policy for description & pictures of package [Rules of dealing with customers]

  • It is not allowed to add links to third-party websites or applications to the description and photos of your travel package. This includes links to websites or apps that offer bookings or payments directly to guests.
  • It is not allowed to invite or ask guests to deal with you directly or through other contacts outside the website or online lodging application. This includes asking for payment or personal information directly from guests.
  • It is not allowed to add personal contact information or personal social media accounts in the description or pictures of the tour package.
  • It is not allowed to add descriptions or images that offer products or services other than the tour package.
  • It is not allowed to add captions or images that display actions or behavior that violate policy, local rules or laws.

 

Package price policy

  • Price - You MUST list the original price for your tour package, WITHOUT need to markup (or double) the original price of your package - as the vendor does not charge a commission
  • Market analysis - Find out the price of packages similar to your travel package. This can help you set a price that is competitive and in line with market value.
  • Package type - Consider the type of package you offer, such as individual, group, Muslim tour, free and easy or vice versa. The more services, facilities and better the location, the higher the price of the package you offer.
  • Seasons - Some tourist destinations have specific seasons that can affect demand and prices. For example, prices may be higher during the holiday season or at major events in the area.
  • Duration of vacation - Also consider how long guests will be on vacation. Some packages offer discounts for longer and or group vacations.
  • Additional costs - Consider additional costs such as taxes and service fees to ensure the price displayed is the price the customer will pay.

 

Payout policy

  • Every payment from the customer for your package booking/reservation will be entered and the amount will be displayed in the 'wallet' section on the dashboard of your registration account.
  • You can make your payout payment request after 24hour (1day) after your customer checking out (Our team will check first - This is to give time to detect any possible fraudulent activity).
  • We will process your payout payment request within 5 working days starting from the date of your request - payment directly to the bank account you provided details on your payout account only.
  • Payment will be made in the currency based on your package currency.
  • If your account is subject to a penalty/fine action, we reserve the right to deduct, withhold part or all of the payment until the problem is resolved.
  • Please make sure all the payout information (bank account information) you give us is accurate and up-to-date, to make it easier for us to transfer the payout request to your bank account.
  • We will not be responsible for errors and negligence caused by yourself and/or your refusal to cooperate with us.
  • We reserve the right to refuse or delay your payout if it does not meet our requirements, the bank account details are incomplete/clear or found to be in breach of our policy.
  • Any changes to the payment policy will take place at any time (*if desired or necessary).

 

List of package that are incomplete and do not comply/violation of policy rules

  • Our bot auto detection system constantly monitors the package list on our website - anti scammer and spammer control.
  • Any package list that is incomplete and does not comply/violation of policy rules, it will be automatically corrected by our system's 'auto correction bot' or automaticly delete - our 'auto correction bot' works with all online sources to get your package data. Or (if not available) it will be automatically deleted from the listing by our 'auto bot'.
  • You (as a vendor) will receive a notification (email/message) and be given time and opportunity to correct your package list that is incomplete or that does not comply/violation of policy rules. You can also contact our support team to get help correcting your accommodation list. If there is no corrective action from you on your package listing, it will be automatically deleted by 'auto bot'.

 

Policy of Vendor/host failure to provide customer package booking

  • Refund policy - The vendor/host MUST return the customer's payment if they fail to provide package pelancongan as ordered by the customer. In the event of failure, the customer is entitled to a full refund (*or equivalent alternative tour package).
  • Responsibilities of vendors/hosts - Make sure the responsibilities of vendors/hosts in providing packages to customers are clear and explained in this policy. Explain that the vendor/host is responsible for providing the package according to the description provided on the tour package list on the website, as well as ensuring its availability and quality.
  • Availability of alternatives - Make sure you have alternative options available in case of failure to provide the package as ordered by the customer. Make it clear that if the ordered package is not available, you will provide an equivalent alternative to ensure the customer's comfort.
  • Reporting failure - If there is a failure to provide a package for a customer, please immediately report it to our stay2book team and immediately notify the customer first. Please make your customer's journey easier and don't make customers angry with you.

"By having a clear policy on package failure, you can increase customer confidence and help maintain the quality of your package tour offer. In addition, customers will feel safe and more confident to book and reserve your tour package on the website."

 

Penalty/Fines for Policy Violations

  • Type of violation - Consider the type of violation charged - the investigation will be carried out first by our special team. If the violation is minor or accidental, you may want to impose a lighter penalty such as a warning. If the violation is more serious, larger fines or account termination may apply. We, stay2book, reserve the right to terminate your account or suspend your payout directly without prior notice to you.
  • Amount of fine - Determine the amount of fine commensurate with the offense. The fine should be balanced with the loss caused by the violation and should be able to have a deterrent effect so as not to repeat it.
  • Explanation in the policy - You are hereby deemed to have understood in detail and clearly the explanation in the policy and you understand that policy violations will be fined and the magnitude and consequences of these violations. This ensures that you (or the perpetrator) are aware of the risks associated with breaking the rules.
  • Consistent enforcement - Fines or sanctions are applied consistently to all those who violate our policies. This will help create the impression that we are serious about upholding our policies and ensuring the safety and well-being of all our customers and website/app users.
  • Appeal procedure - You can appeal against the sanctions or fines imposed - we will make a judgment based on the results of the investigation carried out. You can contact us personally for your appeals and discussions with us.

"In the case of policy violations, it is important to act correctly and consistently to ensure the safety and comfort of all involved (vendors and customers). This is also to ensure that all vendors/hosts are disciplined and committed in managing their accommodation and our website/app users ( It includes tools, systems and facilities from us)."

 

Security Policy

  • Data Security - We take reasonable steps to protect personal data and other sensitive information we receive from unauthorized access or unauthorized use. We use appropriate information security technologies and access control systems to protect personal data and other sensitive information from unauthorized access or unauthorized use.
  • Data collection - We only collect personal data and other sensitive information necessary to provide the product or service requested by the user. We will only use personal data and other sensitive information in accordance with our Privacy Policy.
  • Confidentiality of User Information - We maintain the confidentiality of user information and will not share user information with third parties without the user's consent, except as necessary to comply with legal requirements or to protect the rights, property or safety of our users or other users.
  • User Obligations - Users are responsible for maintaining the confidentiality of their account information and passwords. Users are also responsible for the use of our site and services with their account and must ensure that they do not use our site and services for purposes that violate the law or violate the rights of third parties.
  • Additional Security Measures - We may introduce additional security measures from time to time to improve the security of our users' information and data.

 

Data Use Policy

  • Usage Policy - By accessing or using our website/platform, you agree to abide by our Usage Policy. This policy governs the use of our website/platform and services related to our website/platform.
  • Website Use - You agree to use our website/platform only for lawful purposes and in accordance with our Usage Policy. You may not use our website/platform for illegal purposes or harm the rights or interests of others.
  • User Responsibility - You are responsible for your use of our website/platform and must ensure that your use complies with our Usage Policy. You must also ensure that the information you provide to us is accurate and not misleading.
  • Website Abuse - We reserve the right to take action as deemed necessary if we feel you have violated our Usage Policy or if we have reason to believe that your use is illegal or harmful to the rights or interests of others.
  • Changes to Usage Policy - We may update our Usage Policy from time to time. Continuing to use our website/platform after changes to the Usage Policy means you accept those changes.

 

Change of policy

  • Policy Changes - We may change or upgrade our Privacy Policy, Registration Policy, Payment Policy, Cancellation Policy, Usage Policy and Security Policy from time to time. These changes may take effect immediately.
  • Notice of Changes - We encourage users to check our website/platform regularly to check for changes to our Policy.
  • Continued Use - By continuing to use our website/platform after changes to our Policy take effect, you indicate that you understand and agree to the modified Policy. If you do not agree to the amended Policy, you must stop using our website/platform.
  • Material Changes - If changes to our Policy are material. A material change is a significant change to our Policy that may affect your rights and obligations as a user of our website.

 

Cookie Policy

  • Cookie Policy- Our website uses cookies to improve user experience and to help us understand how our website/platform is used. By accessing or using our website/platform, you consent to the use of cookies in accordance with our Cookie Policy.
  • Definition of Cookies - Cookies are small files that are stored on your device when you access our website/platform. Cookies help us collect information about the use of our website/platform and can help us improve our services and deliver relevant content.
  • Types of Cookies - We use cookies according to our needs, such as functional cookies that help our website/platform work properly, analytical cookies that help us understand how our website/platform is used and third-party cookies that can be used to provide content and advertisements that related
  • Cookie Control - You can control the use of cookies on your browser. Most browsers allow you to refuse the use of cookies or delete cookies that have been stored on your device. However, this may affect the user experience and may limit access to features of our website/platform.
  • Cookie Policy Changes - We may update our Cookie Policy from time to time. Continuing to use our website/platform after changes to the Cookie Policy means you accept those changes.

 

Support Team Information

  • Support Contact - If you have questions or need help with our service, please contact our support team via our official Whatsapp > https://wa.me/message/FIT3Q255SZMJL1
  • Contact information - You can get help or answer your questions with our help team. Our support team is here to help you from Monday - Friday / 9am - 5pm local time.
  • Response time - We strive to respond to all support requests within 24 hours of receiving the request. However, response times may vary depending on the number of support requests received and the complexity of the issue.
  • Auto Reply - You may receive an automated response when you submit your support request. This response will let you know that we have received your request and will process it shortly.
  • Priority Support - We give higher priority support to issues that affect the overall usability of our website or that have a significant impact on our users.