Community Guidelines

At KL Short Stay, we want every booking to feel safe, fair, and welcoming. Whether you are opening your doors as a host or discovering a new city as a guest, our community depends on trust and respect. These guidelines explain the shared standards we ask everyone to follow.

Expectations for Guests

• Respect the host’s property, house rules, and local laws.
• Treat neighbors, building staff, and the community with courtesy.
• Ensure booking details (number of guests, stay duration, special requests) are truthful.
• Notify KL Short Stay immediately if you encounter misrepresentation, unsafe conditions, or policy breaches.

Expectations for Hosts

• Listings must include truthful descriptions, updated photos, and transparent pricing.
• Properties must have basic safety features (e.g., locks, smoke detectors, fire extinguishers where applicable).
• Follow Malaysian laws, strata management regulations, licensing rules, and insurance requirements.
• Be responsive to guest queries, handle disputes fairly, and provide a clean, functional space.

Platform & Community Conduct

• All users must comply with anti-discrimination standards regardless of race, religion, nationality, gender, or background.
• Threatening, abusive, or fraudulent behavior is strictly prohibited to maintain safety, transparency and avoid scam/fraud.
• All bookings and payments must be processed through KL Short Stay, off-platform transactions are not permitted.
• Honest, respectful, and fact-based reviews help maintain community trust.

Consequences of Violating Guidelines

• Warnings or temporary account suspensions for minor breaches.
• Removal of listings or withholding payouts for repeated or moderate violations.
• Permanent bans and possible referral to authorities for severe misconduct (e.g., fraud, harassment, unsafe practices).

By being part of KL Short Stay, every member agrees to uphold these guidelines and contribute to a safe, transparent, and respectful environment.

Host & Guest Safety Policy

We have clear policies and processes to support our community when issues arise. KL Short Stay may cancel, suspend, or remove accounts or reservations where risks are identified.

How to Report a Safety Issue

• If there is an immediate danger (medical, crime, fire, etc.), contact local emergency services (e.g. police, ambulance) first.
• After or concurrently, use Short Stay’s “Report Safety Issue” or hotline to notify us.
• For issues like noise complaints, harassment, suspicious behavior, or property safety concerns, contact shortstay.com.my support 24/7 via chat, phone, or email.
• You may also contact “Neighborhood Support” (or local community liaison) to report disturbances.

When reporting, include as much of the following as possible:

• Date, time, and location
• Parties involved
• Description of the issue
• Photos, videos, or messages if available

KL Short Stay’s safety team will triage and respond based on urgency.

Unsafe Conditions & Prohibited Behavior

KL Short Stay maintains explicit policies prohibiting any behavior or situation that endangers safety, including (but not limited to):

• Listings with structural hazards such as exposed wiring, unstable balconies, or high fall risks.
• Services or experiences that use faulty, missing, or inadequate safety equipment.
• Any use, cultivation, distribution, or trafficking of drugs.
• Parties or events, especially open-invite ones, that violate house rules or local laws.
• Use of indoor cameras or monitoring devices in private guest areas without full disclosure and consent.
• Keeping or introducing unsecured, undisclosed, or aggressive animals that pose a risk to guests.
• Any form of intimidation, bullying, or malicious conduct toward others.
• Possession or use of weapons without proper disclosure or in an unsafe manner.
• Physical assault, sexual harassment, or any other harmful behavior.
• Any activity that violates local laws or endangers the safety and trust of our community.

When a listing or user violates these rules, KL Short Stay may take removal, suspension, or cancellation actions immediately.

Available Safety Resources & Best Practices

For Guests:

• Safety tips for choosing a place (e.g. reviews, safety amenities)
• Guide to understanding host’s safety rules
• Instructions to report issues during stay

For Hosts:

• Safety guidelines to prepare the space and guests (fire safety, emergency procedures)
• Advice on communicating safety protocols clearly
• Resources on local regulations, liability, and best practices

Enforcement, Intervention & Consequences

When KL Short Stay identifies a valid safety issue or receives a report:

• We may cancel or terminate upcoming or ongoing reservations
• We may suspend or deactivate user accounts (hosts or guests) pending investigation
• We may remove listings that fail safety audits or are found to be in violation
• We may withhold or hold funds (security deposits, payouts) to address verified harm
• In severe or repeated violations (e.g. violence, harassment), we may permanently ban the offending user
• We will cooperate with law enforcement and local authorities when legal escalation is necessary
• Users affected by enforcement actions will be informed (with reasoning, evidence, and appeals process, where applicable)

Your Safety, Our Priority

At KL Short Stay, we believe trust begins with accuracy. Guests should feel confident that what they see online is exactly what they’ll find when they arrive, and hosts deserve simple, fair standards that help them succeed.

Listing Accuracy & Quality

We hold every listing to the KL Short Stay standard, a clear set of requirements that ensures consistency, comfort, and peace of mind for both guests and hosts.

1. Cleanliness

Every stay should feel fresh and welcoming. Hosts must make sure that:

• Surfaces are dust-free and wiped down.
• Floors are vacuumed and mopped.
• Bathrooms are spotless, with no mold or mildew.
• Fresh, clean, wrinkle-free linens and towels are provided.

2. Amenities

Guests should never wonder about the basics. Every home must include:

• Wi-Fi with a minimum speed of 30 Mbps (verified with a screenshot and displayed clearly in the unit).
• Essential appliances such as a kettle, microwave, refrigerator, plus cutlery and dishes.
• Working air conditioning in all bedrooms and the main living space.
• A Smart TV with access to streaming apps (if a TV is listed).

3. Accuracy & Condition

What’s listed must be what’s delivered:

• Photos must be recent, accurate, and reflect the current space.
• All furniture and fixtures shown must be present and in working order.
• The layout and size must match the description.
• If facilities like a pool or gym are advertised, they must be accessible and operating as stated.

Smarter Listing Process

To keep standards high, hosts confirm details through a checklist when publishing a listing. This includes uploading photos, verifying Wi-Fi speeds, and confirming the availability of key amenities. Guests can book with confidence knowing these details are checked before listings go live.

Quality Control with “Shortzy”

If something isn’t right, guests can get help instantly. Our AI assistant, Shortzy, will guide you to send photos or simple proof of issues like slow Wi-Fi, missing items, or misleading photos. This makes resolution faster and fairer for everyone. Verified issues are escalated to our support team for immediate action.

Regular Re-Verification

To keep listings accurate over time, hosts should update photos and confirm key amenities every 6 months. KL Short Stay may also request short video walkthroughs or documents to make sure everything remains as promised. Listings that aren’t updated will be temporarily hidden until verified again.

Guest Feedback Matters

Reviews don’t just help other travelers, they help keep standards high. If several guests flag the same issue, we’ll step in to review the listing. Every property has a Quality Score based on guest feedback, and hosts receive alerts if their score drops, with guidance to improve.

Host Success Guide

Welcome to the family! As a host on KL Short Stay, your role is more than just offering space, it’s about creating memorable, comfortable stays. This guide will walk you through everything you need to know to shine as a host, treat guests well, and build great reviews.

What You Can List & How to Get Started

• You may list fully furnished apartments, studio units, serviced residences, landed houses, or condos available for daily, weekly, or monthly stays. Your listing needs to meet our quality, comfort, and cleanliness standards. shortstay.com.my
• To list a new property, you must first have your profile verified, upload a clear profile photo, valid ID, and complete all required profile fields. Once verified, you can submit your property, and once approved by the admin, it will go live at KL Short Stay.

Creating an Excellent Listing

• Use high-quality, well-lit, recent photos. Cover every important area such as bedroom(s), living area, bathroom(s), kitchen (if there is one), key amenities like gym, pool, parking, and also show the building exterior or neighborhood. A video tour helps you stand out KL Short Stay
• Be honest about what your space offers and what it doesn’t. Mention any limitations (stairs, no elevator, etc.), show layout accurately, and confirm square footage or room configurations. Misleading listings lead to unhappy guests.
• Include essentials WiFi, a good speed, air conditioning (if listed), clean linens and towels, basic kitchenware, etc. Make sure amenities like TV or appliances actually work.
• Set clear rules (e.g. smoking policy, parties/events, pets) so guests know what’s expected. This helps avoid misunderstandings and damage.

Setting Pricing, Availability & Booking

• Consider the local market, seasonality, and your costs (cleaning, utilities, maintenance). Be fair because too high scares guests, too low may not cover your expenses.
• Keep your calendar up to date. If you use other platforms, you can sync calendars (one-way iCal export to avoid double bookings). Check frequently. shortstay.com.my
• Instant Book vs Request: Decide whether you want guests to be able to book instantly or prefer to review requests. Instant booking increases convenience but also means you must be ready to host reliably.

Preparing for Guest’s Arrival

• The place must be clean, safe, and ready. All furniture/appliances should work. Fix any obvious safety issues (faulty wiring, loose railings, etc.).
• Small extras go a long way, clear instructions for check-in, local tips, cleaning supplies, backup WiFi help, maybe a welcome note or small snacks.
• Provide check-in details in advance. If you have self check-in (key safe, smart lock), make sure it’s clearly explained. If meeting guests, be on time and welcome.

During Stay & Guest Experience

• Reply to messages promptly. Be there when guests need something (a broken appliance, WiFi issue, etc.).
• Give reasonable notice before entering the property. Disclose any cameras (outside only) in advance. Make guests feel comfortable, not monitored.
• Keep everything you promised working such as AC, plumbing, lighting, WiFi, etc. Regular maintenance saves poor reviews.

Clean-Up, Check-Out & Turnover

• Provide clear guidelines on check-out time, where to leave keys, how to tidy up.
• Inspect property after check-out. If there’s damage, document with photos. If you require deposit, ensure you follow agreed procedures. Clean thoroughly before the next guest arrives.
• Encourage guests to leave reviews. Learn from feedback and improve. If any issue was raised (broken appliance, misleading listing), address it.

Legal, Tax & Community Compliance

• Depending on where your property is (state, city, strata title), check whether short-term rentals are permitted. Get any required licenses or approvals.
• If your property is in a strata building, check the by-laws (management body or JMB) to ensure hosting is allowed. Some strata buildings restrict or regulate short-term stays.
• Keep accurate records of income and expenses. Understand any local tax obligations for rental income.

Building Trust, Safety & Great Reputation

• Be upfront about everything such as size, amenities, fees, house rules. If something is temporary (renovation nearby, partial amenities unavailable), disclose it.
• Periodically review your listing’s photos and descriptions to ensure they match reality. Keep amenities updated and replaced when necessary.
• If guests highlight repeat issues (WiFi speed, cleanliness, safety), take action quickly. A good reputation leads to more bookings.

Why It Matters

When you follow these guidelines, it directly affects your success: happier guests leave better reviews, you have fewer complaints, and your occupancy and earnings tend to improve. It also helps build trust in the KL Short Stay community, making guests more likely to return or recommend.

Cancellations and refunds

At KL Short Stay, we know that plans can change. Our cancellation and refund policy is designed to balance flexibility for guests with fairness for hosts, while keeping the process transparent and easy to understand.

For Guests

When you book a stay, you’ll always see the host’s chosen cancellation policy before confirming. Please read it carefully so you know what to expect if your plans change.

• No Cancellation, No Refund: All bookings on KL Short Stay are strictly non-cancellable. Guests should confirm their travel plans before booking.
• Proper Cause Exceptions: Refunds are only considered if KL Short Stay confirms a “proper cause,” such as serious safety concerns, uninhabitable conditions, or major disruptions beyond the guest’s control.
• Reporting Issues: Guests must first report property issues (defects, inaccuracies, unsafe conditions) to the Host. If unresolved, they may escalate to KL Short Stay with supporting evidence (e.g., photos or videos).
• Investigation & Refunds: KL Short Stay will investigate complaints and may issue a partial or full refund if approved. Major disruptive events (natural disasters, government restrictions, health emergencies, or serious property issues) may also qualify for a refund or rebooking assistance.
• Appeals: Both guests and hosts may submit a one-time appeal with new evidence. Once reviewed, KL Short Stay’s decision is final and binding.

Tip: Always check the cancellation terms shown on the listing before you book. They apply immediately once your booking is confirmed.

For Hosts

Your chosen cancellation policy sets clear expectations for guests. Consistency builds trust and helps avoid disputes.

1. Cancellations by Hosts

• Hosts are required to honour all confirmed bookings. A host may only cancel a booking for a proven proper cause, such as serious property damage, fire, or other events that render the property uninhabitable, and must provide evidence to KL Short Stay immediately. 
• If the cancellation is approved, the guest will receive a full refund, including platform service fees, which the host is responsible for covering; these fees may be deducted from future payouts or collected by other means. The listing’s calendar will be blocked for the affected dates, and no additional cancellation penalties will apply for cancellations with proper cause. 
• If a host cancels for reasons not approved as proper cause, the guest will still receive a full refund, and the host will be subject to penalties as outlined in the Host Terms.

2. Refunds to Guests

• Refunds are only issued if KL Short Stay approves a proper cause, such as unsafe conditions, major misrepresentation, or material issues with the property.
• Guests must report issues to the Host first. If unresolved, the complaint should be escalated to KL Short Stay with supporting evidence (photos or video).
• Major disruptive events outside the guest’s control (e.g., natural disasters, government restrictions, health emergencies, or serious property problems) may also qualify for a refund or rebooking assistance.

Special Circumstances & Emergencies

We understand that unexpected events happen. If you or your guest face a serious emergency (e.g. natural disasters, government restrictions, medical emergencies), KL Short Stay’s Extenuating Circumstances Policy may apply. In such cases, we may override standard cancellation terms to provide fair solutions, which can include full refunds, rebooking, or credits for future stays.

Refund Process

KL Short Stay’s refund policy is designed to ensure clarity and fairness for both guests and hosts. Refunds are typically processed back to the original payment method and may take 7–14 business days to reflect, depending on your bank or payment provider. Please note that service fees are generally non-refundable, except in cases where the host cancels the booking or verified extenuating circumstances occur.

Dispute Resolution

KL Short Stay’s dispute resolution process is designed to address disagreements between guests and hosts fairly and transparently. When a dispute arises, KL Short Stay will review all relevant supporting documents, such as photos, receipts, and messages, to assess the situation. The platform aims to mediate disputes impartially, ensuring that both parties are heard and that decisions are based on the information provided. This approach helps maintain trust and integrity within the KL Short Stay community.

Secure Payments and Payouts

At KL Short Stay, we believe safe and transparent transactions are the foundation of trust between guests and hosts. That’s why all payments and payouts are handled securely through our platform, never off-platform.

Paying for Your Stay

When you book through KL Short Stay, your payment is processed securely. We accept major credit and debit cards, online banking, and selected e-wallets.

   1. Payment Methods

• All payments on KL Short Stay should be made through the platform for your safety and to ensure proper documentation. We accept major credit and debit cards, online banking, and selected secure payment gateways. After booking confirmation, a digital invoice or receipt will be emailed to you.

   2. When You’re Charged

• You will be charged in full once your booking is confirmed. This secures your reservation and protects both you and the host.

   3. Payment Security

• All transactions are encrypted and handled by licensed payment providers in compliance with Malaysia’s Financial Services Act and international PCI DSS standards. Your card details are never shared with the host.

   4. Deposits & Hold Amounts

• Some listings may require a refundable security deposit, depending on the host. The amount and payment method are determined by the host and are typically paid directly to them. Deposits are fully refundable after check-out, provided there are no damages, missing items, or unresolved obligations. It is recommended to confirm the deposit details with the host before booking.

   5. Cancellations & Refunds

• All bookings are Non-Cancellable. Please make sure your travel plans are confirmed before booking. If a host cannot provide the property, first try to resolve the issue directly with them. If no resolution is reached, KL Short Stay Customer Support will investigate and may either help you find a similar alternative property or arrange a refund, depending on the situation. Refunds, when approved, are issued to the original payment method within 7–14 business days.

   6. Safety & Trust

• KL Short Stay has been Malaysia’s leading flexible mid-term rental platform since 2011 and holds the Malaysia Digital Status (MDS), a government recognition for trusted and innovative digital businesses, ensuring a secure and reliable experience for all users.

Receiving Payouts

When you host with KL Short Stay, payouts are made simply and securely to your registered bank account.

1. Service Fees

   KL Short Stay charges a 3% service fee on the total rental amount and any Extra Options selected by the guest (excluding the cleaning fee). This fee is automatically deducted from your earnings and helps cover payment gateway charges and platform support services.

2. When You’re Paid

   Payouts are processed within 7–14 working days after the guest’s check-in, ensuring bookings are genuine and protecting against fraud.

3. How You’re Paid

   Payouts are sent via direct bank transfer for Malaysian accounts or international transfer for overseas accounts. You can add and verify your payout method in your host dashboard.

4. Currency & Taxes

   All prices are displayed in Malaysian Ringgit (MYR). If your bank account is in another currency, conversion rates and bank fees may apply. Hosts who are SST-registered should reflect the tax in their pricing accordingly.

5. Deposits & Damage Claims

   Security deposits are managed directly by the host and are not processed through the platform. If a guest causes damage, you are responsible for handling the claim and collecting the deposit based on the agreed terms.

6. Pricing & House Rules
   
   Hosts have full control over pricing, availability, and house rules, including optional features like Early Bird Discounts, which provide a discounted nightly rate for guests who book in advance.

Protection for Guests & Hosts

• Guests: You’re protected from fraud or unsafe listings because payments are only released after you check in. If something goes wrong, our support team will help secure refunds or rebook you.
• Hosts: You’re protected from last-minute no-shows because funds are collected upfront. In case of damage claims, deposits are held securely until resolved.

Why Payments Stay On-Platform

For everyone’s safety, all payments and payouts must be completed on KL Short Stay. Off-platform payments (cash, direct transfers, or third-party apps) are not protected by our policies and may result in suspension of your account. Collecting payments through the platform protects both hosts and guests and ensures proper documentation for disputes or refunds.

Transparency & Safety

• No Hidden Fees
  

  Both guests and hosts see a clear breakdown of all charges and payouts before confirming.

• Protected Transactions
  

  All payments stay within KL Short Stay’s secure system, no exceptions.

• Fair Resolution

  In the event of disputes (e.g., property damage, missing items, or overcharges), our team reviews evidence from both sides and acts fairly to protect the community.

Trust, Safety & Verification

Trust and safety are at the heart of every booking KL Short Stay. To protect both guests and hosts, we use strict verification processes and proactive risk-mitigation measures.

Guest Verification

We want hosts to feel confident about who they welcome into their homes. That’s why every guest must complete verification before booking:

• Verified Identity
  Guests must provide a government-issued ID, verified phone number, and valid email address.
  

• Profile Details
  A clear profile photo and an “About Me” section are required, helping hosts know more about who is booking.
  

• Secure Payments Only
  All reservations must be paid for on KL Short Stay to keep both parties protected.
  

• Booking History & Reviews
  Guests with positive past stays build a stronger reputation, while repeated violations may lead to restrictions or removal.

Host Verification

Guests deserve confidence that every listing is real, safe, and accurately represented. Hosts must go through:

• Identity Verification
  Government-issued ID and phone verification are required.
  

• Property Verification
  Hosts may be asked to provide proof of ownership, utility bills, or tenancy agreements to confirm listing authenticity.
  

• Accurate Listings
  Photos, descriptions, and amenities must be honest and up-to-date. Misrepresentation can result in penalties or removal.
  

• Compliance with Local Laws
  Hosts are responsible for ensuring their listings comply with Malaysian laws, strata by-laws, and tourism requirements.

Risk Mitigation

KL Short Stay continuously works to reduce risks for our community:

• Fraud Prevention
  We use advanced technology to detect suspicious behavior, duplicate accounts, or fraudulent payments.
  

• Safety Screening
  Listings are regularly monitored for unsafe conditions, prohibited activities, or guideline violations.
  

• Dispute Resolution
  If something goes wrong, our resolution team steps in to fairly assess the issue and protect both sides.
  

• Security Deposits
  For added peace of mind, security deposits can be required by hosts and are safely managed by KL Short Stay (never directly by hosts).
  

• Ongoing Education
  We provide resources, reminders, and best practices to help both hosts and guests stay safe and respectful.

Our Commitment

By verifying identities, requiring accurate listings, and monitoring for risks, we create a safer community where guests can book with confidence and hosts can share their spaces with peace of mind.

At KL Short Stay, trust isn’t optional, it’s the foundation of every stay.

Building Trust Through Communication

Communication is the heart of great stays. Whether you’re a guest or a host, how you interact matters not just in the moment, but for your reputation in the community. KL Short Stay expects open, honest, and respectful communication to build trust, prevent misunderstandings, and help everyone have a smoother experience.

For Hosts

You set the tone for your guest’s experience before they even arrive. Here’s how to communicate well:

• Always reply promptly to booking requests and inquiries. Guests value hosts who are reachable and responsive.
• Be clear in your listing description, house rules, check-in/check-out times, cancellation terms, and any extra fees. If something changes (amenity broken, schedule adjusted), let your guest know immediately.
• Use polite, professional, but friendly language. Even when resolving complaints, keep your tone calm and helpful.
• Provide all necessary guidance for check-in, use of amenities, and local tips. A few friendly recommendations (restaurants, transportation, house rules) go a long way.
• After the guest checks out, consider asking for feedback. If they mention something could be better, use it to improve. Your reputation improves when you actively listen and adjust.

For Guests

Your behavior and communication shape how hosts perceive you and how easy and enjoyable your stay will be:

• Ask questions early. If you’re unsure what’s provided or how to access something (WiFi, key, parking), message the host before booking or well in advance of arrival.
• Be honest about your check-in time, number of guests, special needs, or any activities planned. Hosts appreciate knowing what to expect.
• Follow the house rules, keep the property tidy, and treat it with respect. If something breaks, let the host know immediately. A small gesture of honesty can avoid bigger issues later.
• Be considerate of neighbors (noise, parking, common areas). Treat the space as if it were your own home.
• Leave a review after your stay. Helpful, fair reviews reflect your experience, give hosts feedback, and help future guests make informed decisions.

Reputation: Why Does It Matters?

Your reputation on KL Short Stay is a reflection of how you conduct yourself in the community. Good communication leads to good reviews, which unlocks trust, more bookings (for hosts), better stays (for guests), and fewer conflicts overall.

• If a host or guest repeatedly fails to communicate, breaks promises, or misrepresents themselves, it may affect their status on the platform.
• Clean, honest, timely communication helps resolve issues quickly and strengthens the community bond.

How KL Short Stay Supports Good Communication

• We encourage transparency by showing both host and guest reviews. Everyone should get feedback.
• We provide messaging tools so communication stays inside our platform (for safety and clarity).
• In cases of dispute, we look at the messaging history, documentation (photos, receipts) and both sides’ accounts to mediate fairly.

Guest & Host Communication Checklist

For Hosts 

• Reply quickly to inquiries and booking requests
• Share accurate details about check-in, house rules, and amenities
• Keep guests updated if any changes happen
• Stay respectful and professional in all messages

For Guests 

• Let hosts know your arrival times or any changes
• Be honest about the purpose of your stay and number of guests
• Communicate clearly if issues come up during your stay
• Treat hosts and their property with respect

For Everyone 

• Use KL Short Stay’s platform to communicate (not off-platform)
• Keep all conversations polite, respectful, and clear
• Leave honest, constructive reviews after your stay
• Remember strong communication builds lasting trust and reputation

Security & Support

Your well-being matters. Whether you’re staying at someone’s home or hosting guests, KL Short Stay is committed to offering safety measures, emergency support, and clear guidance so everyone can enjoy peace of mind.

For Hosts

• You must ensure your property is safe and well-maintained. This includes installing smoke detectors, ensuring electrical wiring is intact, providing safe access (railings, non-slippery floors), and addressing any hazards like mold, loose fixtures, or structural issues.
• Maintain functional emergency equipment such as fire extinguishers, first aid kits, and visible emergency exit routes. Inform guests clearly of how to use them and where they are located.
• Provide local emergency contact details in your listing or guest manual, nearest hospital, fire department, police, and your own preferred contact.
• Carry appropriate insurance for your property to cover risks such as accidental damage, emergencies, or liability claims. Make sure guests know how to reach you or insurance support in case something goes wrong.
• Cleanliness and hygiene are part of safety. Clean high-touch surfaces regularly, sanitize common areas, and follow good pest control practices to prevent health hazards.
• Be responsive. If a guest reports a safety or health issue (e.g. broken balcony railing, electrical fault), address it promptly or communicate timeline for repair.

For Guests

• Before booking, read the listing carefully to check safety-related features. Are there smoke alarms, fire extinguishers, safe exit routes, and first aid kits? If uncertain, ask the host.
• Keep personal safety in mind. Use all locks, ensure windows or balcony doors are secured, and avoid risky behavior. If staying in a high-rise or in areas with local safety guidelines, follow them.
• Review emergency information early. Know who to call, where exits are, how to alert the host or KL Short Stay for help.
• Report hazards immediately. If you see something unsafe (electrical issues, water leak, structural problem), notify the host and KL Short Stay so it can be fixed.
• Be respectful of the property. Misuse of equipment or ignoring safety instructions may lead to risks for you and others.

Support from KL Short Stay

• KL Short Stay provides a 24/7 help line / support channel for urgent safety or health emergencies. Whether you’re a host or guest, you can contact us to report serious issues.
• We monitor all listings for possible safety non-compliance. If a listing fails to meet safety standards, we may temporarily suspend it until required corrections are made.
• KL Short Stay offers resources & best practice guides for both hosts and guests. How to prepare emergency plans, maintain safety equipment, and keep spaces clean and hazard-free.
• In events beyond control (natural disasters, regulatory orders, public health emergencies), KL Short Stay may implement special protocols refunds, relocations, and support to help guests and hosts meet safety requirements.

Why These Measures Matter

Safety isn’t just a checklist, it builds trust. For guests, it means arriving with confidence. For hosts, it means welcoming guests without worrying about hidden risks. By working together, checking, communicating, maintaining, we keep KL Short Stay a place where everyone feels secure and supported.

Calendar & Pricing Coordination

Having your calendar and pricing set well isn’t just about rates,  it’s about fairness, clarity, and maximizing value for both hosts and guests. When calendars are accurate and pricing is well thought out, guests find the right stay and hosts get rewarded for quality and availability.

For Hosts

1. Keep Your Calendar Up-to-Date

   You must update your availability as soon as plans change. Block off dates when the space is unavailable (for maintenance, personal use, repairs, etc.). Double bookings hurt trust and lead to unhappy guests.

2. Strictly no double bookings

   Hosting the same property on multiple platforms? You must ensure your calendar is synced. Accepting overlapping reservations is not allowed and will result in:

• Automatic booking cancellation
• Penalties, including possible account suspension
• Responsibility for guest relocation costs
• Host bears all liability for any inconvenience, damages, or disputes caused by double bookings
• hosts will not receive payment for cancelled or disputed bookings due to double booking violations

3. Use Smart Pricing Strategies

   Adjust your nightly, weekly, or monthly rates based on demand, local events, peak vs off-peak seasons. Consider weekend vs weekday pricing. Offering discounts for longer stays (weekly or monthly) helps fill more nights and reduce turnover work.

4. Set Minimum Nights of Booking

   Hosts are able to set a minimum number of nights for bookings to manage availability and ensure smoother guest stays.
   
   

5. Override & Special Date Pricing

   For holidays, major local events, or special periods (festivals, holidays, public holidays), you may raise your price or offer premium rates. Conversely, offer last-minute discounts when you have gaps in your calendar to attract bookings that might otherwise go empty.

6. Transparency in Fees & Pricing

   All extras (cleaning, guest-related fees, security deposits) should be shown clearly in your pricing breakdown. Guests should be able to see exactly what they’ll pay for any stay before confirming.

7. Use smart tools

   Sync calendars across platforms using iCal or Channel Manager tools to avoid errors.

For Guests

1. Check the Calendar Before Booking

   Look at available dates, calendar accuracy, and whether the listing has updated photos/descriptions. A listing that shows many blocked or unavailable dates may mean it’s less flexible or properly maintained.

2. In case of double booking

   If a rare double booking occurs, KL Short Stay will support guests with:

• Refund or credit
• Assistance finding an alternative property
• Priority support to reduce disruption

3. Understand the Pricing Schedule

   Make sure you understand whether rates change based on season, day of week, or local events. A nightly rate may vary if your stay spans weekend + weekday, or crosses into peak demand dates.

4. Be Aware of Minimum Stay Requirements

   Some hosts require a minimum number of nights for bookings for certain property units. Booking cannot be made if your requested stay is shorter than the minimum number of nights.

5. Look Out for Promotions or Discounts

   Hosts sometimes offer early-bird discounts (for booking far in advance), last-minute deals, or better rates for longer stays. These can help you save if you’re flexible.

6. Guest Responsibility for Service Fees

• Guests are responsible for carefully reading the property description and checking any additional charges listed by the host.
• Guests are expected to review and agree to all applicable charges before booking.
• Certain service charges may apply depending on the property or the guest’s selected options. These charges are not always included in the initial booking price. Examples include:
  • Parking Charges (hourly, daily, or per entry, as set by building management)
  • Any add-on services like airport pickup, breakfast or etc.
  • Utility Fees (for long-term stays where utilities are billed separately)
  • Facility Access Fees (e.g., swimming pool, gym, clubhouse, or other shared amenities)
  • City, Tourism, or Local Council Fees (if imposed by local authorities)
  • Other Host-Specified Fees (e.g., pet fees, luggage storage, event usage, late check-out, etc.)
• By confirming a reservation, guests acknowledge their responsibility for these additional costs when applicable.
• KL Short Stay does not set or control third-party or building-related service fees.
• In case of disputes, resolution must be handled directly between the guest and the host.

Shared Understanding & Best Practices

• • Hosts setting consistent, fair pricing builds trust. Guests feel more confident booking when there are no surprising rate changes or hidden add-ons.
  • Any change to price or availability after booking should be communicated immediately (e.g., if amenities break, or dates need to shift) with as much notice as possible.
  • Hosts should aim for schedules that allow for flexibility (for maintenance, personal use) while keeping booking potential high. Guests benefit from choosing listings with flexible calendars.
  • Hosts should review their calendar, pricing strategy, and fees every few months to ensure competitiveness. Guests can help by leaving feedback if pricing vs experience mismatches expectations.

Risk Mitigation & Incident Response 

At KL Short Stay, your safety and satisfaction are our top priorities. We believe in proactively managing risks and having reliable procedures in place to support both guests and hosts when things don’t go as planned.

For Hosts

• Hosts should regularly check their property for hazards (faulty wiring, loose railings, unstable structures) and ensure all safety equipment (smoke detectors, fire extinguishers, emergency exits) is installed and in working order.
• Provide guests with clear instructions and contact information for emergencies (fire, medical, police). Keep a first aid kit accessible, and know how to respond to common problems quickly.
• Ensure listings are accurate: photos, amenities, layout, and condition of property. Misleading information increases risk of complaints, cancellations, and possibly legal problems.
• Hosts must protect guest personal information in compliance with Malaysia’s PDPA. Do not share guest data with unauthorized parties, and secure your listing’s communication and booking processes.

For Guests

• Before you arrive, review the listing for safety features like smoke alarms, secure locks, emergency exit routes. If anything is unclear or missing, ask the host in advance.
• Use the property and its amenities with care. Report any damage or safety concern as soon as possible so it can be addressed.
• Follow house rules, building regulations, and local ordinances. Avoid behavior that increases risk to others or property (e.g. tampering with safety equipment, unauthorized guests, risky activities).
• Share only necessary information through the platform. Avoid communicating or paying outside KL Short Stay. Be cautious of phishing, scams, or requests for payment outside the official system.
  

Incident Reporting & Response

• How to Report

  Guests or hosts who experience any safety issue, damage, or breach of rules can report through KL Short Stay’s support portal or in-app. Please include photos, time, and description of the issue.
  
  

• Immediate Actions

  If the incident is urgent (e.g. fire, structural failure, threat to life), contact local emergency services first, then notify KL Short Stay. Hosts should assist guests immediately where possible.
  
  

• Review & Resolution

  KL Short Stay’s risk and support team will assess the incident, review evidence from both guest and host, and decide on a fair resolution. This may involve refunds, partial compensation, relocation, or listing suspension if required.
  
  

• Escalation for Repeated Issues

  If a particular listing or user (guest or host) receives multiple complaints of the same type (safety hazard, cleanliness, misrepresentation), KL Short Stay may escalate by auditing the property, suspending or removing the listing, or restricting the user’s ability to host/book.

Shared Responsibilities

• Both hosts and guests should communicate issues clearly as they arise. Keeping open communication helps avoid misunderstandings and builds trust.
• Keep evidence (photos, messages, receipts) if something goes wrong. This helps speed up response and resolution.
• We encourage hosts and guests to review safety feedback, suggestions, and incidents to continuously improve. Hosts may update their listings or amenities; guests may update their expectations or how they choose listings.

User Verification & Onboarding 

At KL Short Stay, safety and trust begin the moment someone joins the community. Whether you’re here to host or to stay, our onboarding and verification steps are designed to ensure authenticity, build confidence, and protect everyone.

For Guests

When you sign up as a guest, we’ll ask you to complete identity and profile checks so hosts can trust who they’re welcoming, and you can travel with peace of mind.

• You’ll need to submit a government-issued identification document (MyKad, passport, etc.) which we verify using automated tools.
• We ask for a clear profile photo and contact verification (email, phone number) so hosts can see your profile is real.
• We may also require a “selfie with ID” or liveness check to make sure you are who the ID says you are.
• Once verified, you’ll get access to full booking privileges. Those who don’t complete verification may have limited booking options until verification is completed.

For Hosts

Hosting comes with responsibility. To ensure you and your guests start on the right footing, we have onboarding steps to confirm your identity, legitimacy of your property, and compliance with rules.

• You must submit a government-issued ID and have your contact information (phone, email) verified.
• For the property, we may ask for proof of ownership or tenancy: utility bills, ownership documents, or lease agreements. This helps confirm the listing is legitimate.
• Your listing photos, amenities, house rules, and description must be accurate. Any misrepresentation can lead to penalties or removal.
• We may require you to accept platform policies, community standards, safety rules, and local regulatory compliance (including fire, building, strata by-laws).

What KL Short Stay Does Behind the Scenes

• We conduct manual verification to check IDs, review submitted documents, and confirm authenticity to reduce fraud
• We protect your data under Malaysia’s PDPA (Personal Data Protection Act). Information collected for verification is used only for that purpose.
• If a user fails verification, or there are signs of fraud or concern (duplicate accounts, mismatched information, poor reputation), we may temporarily limit or suspend account features.

Shared Responsibility

• Both hosts and guests need to keep their verification information up to date. For example, if you change your legal name or move, updating your profile helps avoid confusion.
• Be transparent. If a host listing changes (new furniture, change in amenities, etc.) or guest information changes, communicate it.
• Treat verification seriously. It’s not just a box to tick, it helps everyone feel safer and builds a stronger KL Short Stay community. Please take note 

Anti-Money Laundering & Counter Terrorism Financing (AML/CFT) Policy

KL Short Stay is committed to preventing the use of its platform for money laundering, terrorism financing, or other unlawful activities. This policy outlines the responsibilities of hosts, guests, and third-party to ensure compliance with Malaysian laws and regulations.

Legal Framework

KL Short Stay operates in compliance with the following Malaysian laws and guidelines:

• Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (AMLA). [refer Appendix I, Appendix II]
• Guidelines on Anti-Money Laundering and Counter Financing of Terrorism (AML/CFT) issued by Bank Negara Malaysia.  [refer Appendix III]
• Personal Data Protection Act 2010 (PDPA) for data handling and privacy. [refer Appendix IV, Appendix V]
  

Risk Assessment & Red Flag Indicators

KL Short Stay continuously monitors transactions to identify suspicious activity such as:

• Frequent large transactions inconsistent with user profile.
• Payments from unrelated or foreign accounts.
• Multiple bookings under different names or emails.
• Guests refusing KYC or providing false documents.
• Hosts requesting payouts to third-party accounts.

If any suspicious activity is detected, KL Short Stay reserves the right to hold or review transactions, request additional verification, or report to the authorities.

Customer Due Diligence (CDD) & KYC

KL Short Stay conducts KYC verification to confirm the identity of all hosts and guests before transactions are processed.

For Guests:

• We will collect your full name (as shown on your MyKad or passport), residential address, valid phone number and email.
• Payment method submitted (bank account, card, or e-wallet) must be in the same name as the verified guest.
• Your profile and documents must be approved before you become eligible to book. (To verify your account, uploading a valid government-issued ID, a profile photo (selfie), email, and phone number) 

For Hosts:

• Hosts must provide a full name (or business name as per SSM) and valid MyKad/Passport or business registration number.
• The bank account for payouts must match the verified host name.
• Proof of property ownership or management rights must be provided and verified.

Verification Process:

• ID and documents are verified manually or through digital verification tools.
• Payment account details must match the verified user profile
• Any mismatch (for example: name on payment method differs from verified profile) may result in delay or cancellation of booking/payout.
  

Enhanced Due Diligence (EDD):

• For high-risk or unusual cases (such as large foreign payments, multiple properties listed, or very high transaction volumes), KL Short Stay may request further documentation or explanation prior to proceeding.

Payment and Transaction Controls

At KL Short Stay, we ensure all payments and transactions are processed securely, with full transparency and alignment with our trust & safety obligations.

• We accept payments through credit and debit cards, FPX (bank transfer), and verified e-wallets using secure online payment gateways for your convenience.
• Payments must originate from an account or card in the verified user’s name, anonymous or third-party payments are strictly prohibited.
• Refunds will be issued exclusively to the original payer and via the same method used for payment.
• Host payouts will be deposited only into a bank account that is verified and in the name of the verified host.
• Any single transaction (or series of related transactions) exceeding RM 50,000 is subject to enhanced review and may be held pending further verification.

Record Keeping

KL Short Stay maintains all AMLA related records including:

• Customer identity and verification data
• Payment and transaction records.
• Internal investigation or escalation reports
• All data is stored securely and handled in accordance with the PDPA 2010.

Data Protection and Confidentiality

• All personal data collected for AMLA compliance is treated as strictly confidential.
• Data is used only for compliance and verification purposes.
• Access to personal data is restricted to authorized compliance and security personnel.
• All data is stored with encryption and access control to ensure compliance with PDPA 2010.

Enforcement and Disciplinary Action

Any breach of this policy by a host, guest, or third party may result in:

• Immediate suspension or termination of account.
• Reporting to relevant authorities.
• Legal action under AMLA or related laws.

KL Short Stay maintains a zero-tolerance policy toward money laundering, fraud, or terrorism financing activities.

How to Report

If you suspect suspicious activity or receive unusual requests related to bookings or payments:

• Contact: support@shortstay.com.my
• Available: 24/7 for escalation and review.
• Reports will be reviewed promptly and handled confidentially.