When and how do hosts get paid?

StayLuxe pays hosts directly by bank transfer. Payouts are made in New Zealand dollars (NZD) to the bank account saved in your StayLuxe host account.

When will my payout be processed?

StayLuxe processes host payouts once a week, every Thursday.

Your payment becomes eligible for release 24 hours after the guest checks in. Once it is eligible, it will be included in the next Thursday payout batch.

For example:

• If a guest checks in on Friday, the booking will normally be included in the following Thursday’s payout batch.
• If a guest checks in on Thursday, the booking will be paid in the following Thursday’s payout batch—not on the same day.

If Thursday is a New Zealand public holiday, the payout will be processed on the next business day.

How long will it take to reach my bank account?

Most hosts with a New Zealand bank account will receive their payout on the same day that StayLuxe processes the Thursday payment batch.

In some cases, the payment may appear on the next business day. The exact arrival time depends on your bank and the time the payment is processed. Business days do not include weekends or public holidays.

Payments may take longer because of:

• your bank’s processing times or daily cut-off times;
• weekends or public holidays;
• incorrect or incomplete bank details;
• additional payment, identity or compliance checks; or
• an overseas or non-New Zealand bank account.

How will I receive the money?

StayLuxe will transfer your payout directly to the bank account registered in your StayLuxe host account.

Before your first payout, please check that:

• the account holder’s name is correct;
• your bank account number is complete and accurate;
• all requested payout and tax information has been provided; and
• you update your details promptly if your bank account changes.

StayLuxe is not responsible for delays caused by incorrect or outdated payout information supplied by the host.

What currency will I be paid in?

All host payouts are processed in New Zealand dollars (NZD).

If your bank account is outside New Zealand or held in another currency, the payment may take several business days to arrive. Your bank or an intermediary bank may convert the payment and apply foreign-exchange or receiving fees. Any applicable conversion rate or bank fee is determined by the relevant bank.

How is my payout calculated?

Your payout is generally calculated from the total booking amount, less the StayLuxe host service fee and any applicable adjustments.

The StayLuxe host service fee is normally between 15% and 17.5% of the total guest payment, including room charges, cleaning fees and any experiences booked through StayLuxe. The exact rate applicable to your property is set out in your host arrangement.

In some situations, StayLuxe may also adjust or deduct amounts relating to:

• GST or other tax requirements;
• refunds or chargebacks;
• host cancellation penalties;
• amounts owed to StayLuxe; or
• an active booking dispute or suspected breach of the Host Agreement.

Guest payment-processing fees are charged to the guest, except where the Host Agreement states that the host is responsible—for example, certain host-initiated cancellations.

Why has my payout not arrived?

If you have a New Zealand bank account and the payment has not arrived by the next business day, first check that the bank details in your StayLuxe host account are correct.

For an overseas bank account, please allow additional time for international bank processing.

If the details are correct and the payment has still not arrived, contact StayLuxe Support and provide:

• your property name;
• the StayLuxe booking reference;
• the guest’s check-in date; and
• the payout amount, if known.

We will review the payout status and assist with tracing the payment where necessary.

Important information

Payouts may be withheld or delayed where there is an active dispute, an unresolved chargeback, missing required information, suspected fraud, or a suspected breach of the StayLuxe Host Agreement.

This article is a general explanation of the payout process. If there is any inconsistency between this article and the StayLuxe Host Agreement or other Platform Terms, the applicable agreement and terms will take priority.