Client Guarantees

1. Financial transparency

• Every booking, payout, fee and expense is recorded against your property and visible in your owner account.
• A detailed statement is issued for each settlement period, showing gross revenue, channel fees, our commission and itemised costs.
• No hidden fees: any charge that is not listed in your signed package cannot be applied without your written agreement.
• Legal condition: MulkStay is bound to issue an itemised statement for every settlement period (monthly) and may not deduct any amount that is not listed in the signed package or approved by you in writing. Any undisclosed deduction is refunded in full with the next payout. Exception: taxes and charges imposed by law or by a booking channel, which are shown separately on the statement.

2. Control over spending

• Small routine repairs below the auto-approval threshold in your agreement (EGP 2,000 per work order) are carried out immediately so the property keeps earning.
• Anything above that threshold requires your explicit approval before any work starts (EGP 2,000 – 50,000, and above above EGP 50,000 a MulkStay administrator must counter-approve), with the quoted cost shown up front.
• You may set an optional cost cap; work that would exceed the approved cost by more than 10% of the approved cost is paused and returned to you for a decision.
• Every work order keeps a timestamped record of who requested, approved and completed it.
• Legal condition: no work above EGP 2,000 per work order may be commissioned without your recorded approval, and no work above above EGP 50,000 without an additional administrator counter-signature. Costs incurred in breach of these limits are borne by MulkStay, not by you. Exception: emergency work needed to prevent imminent harm to people or to the property, which must be reported to you the same day with evidence.

3. Fully remote onboarding

• Assessment, proposal and agreement are completed from your country of residence — no travel required.
• The management agreement is concluded with a legally binding remote digital signature.
• Your owner dashboard gives you the same view of the property whether you are in Cairo or abroad.
• Legal condition: the assessment, proposal and management agreement may be completed and signed entirely remotely, and a remote digital signature made through your owner account has the same binding effect as a handwritten signature. MulkStay may not require your physical presence as a condition of signing. Exception: steps that Egyptian law or an authority requires to be done in person, which may be done through a duly authorised representative.

4. Property protection

• A documented readiness inspection with photographs is completed and shared with you before the first guest arrives, and the property does not go live below a readiness score of 80 out of 100.
• The property is checked after each stay, and any damage is documented with photographs and reported to you.
• Access to keys and smart locks is limited to named team members and is logged.
• Legal condition: the property may not be listed or accept a guest until a documented inspection reaches a readiness score of at least 80 out of 100, and every post-stay check and damage report must include dated photographs shared in your account. Exception: normal wear and tear, and damage caused by a guest, which is pursued against the guest and the booking channel on your behalf.

5. Guest screening

• Guest identity is verified before check-in, in line with the requirements applicable in Egypt.
• House rules on occupancy, events and smoking are stated in every listing and enforced.
• Bookings that do not meet our screening criteria are declined, even when the property is empty.
• Legal condition: MulkStay must verify the identity of every lead guest before check-in and must decline any booking that does not meet the screening criteria, even if the property would otherwise be empty. Exception: information that a booking channel does not release before arrival, which is then verified at check-in.

6. Response commitment

• Owner requests submitted through the dashboard receive a first reply within one business day.
• Guest issues affecting the stay are acknowledged within one hour, around the clock.
• Emergencies affecting safety or the fabric of the property are attended to immediately and reported to you the same day.
• Legal condition: the response times on this page (one business day for owner requests, one hour, around the clock for guest issues, and immediate attendance for emergencies) are binding service levels, measured from the timestamp recorded in the system. Exception: events outside reasonable control (force majeure), such as widespread outages, natural disasters or orders of an authority, for their duration.

7. Your data stays yours

• Documents, photographs and performance records connected to your property belong to you.
• You can export your statements and property records from your account at any time.
• On termination, we hand over your records within 30 days of termination and delete what we are not legally required to retain.
• Legal condition: records, documents and photographs relating to your property belong to you; MulkStay processes them only to deliver the service, under the Privacy Policy, and must hand them over within 30 days of termination. Exception: data MulkStay is legally required to retain, which is kept only for the required period and only for that purpose.

8. No lock-in

• The agreement can be ended by either party with the written notice period stated in it (30 days, in writing).
• No exit penalty is charged for ending the agreement at the end of the notice period.
• Confirmed guest bookings are honoured or relocated by agreement, so guests are never stranded.
• Legal condition: either party may end the agreement by written notice of 30 days, in writing, and no exit penalty, lost-commission charge or similar fee may be applied at the end of the notice period. Exception: commission on bookings already completed before the end date, and costs you approved in writing before notice was given.

9. Your own use of the property

• Owner-use weeks you reserve are blocked in the calendar and never sold.
• You can request additional owner dates subject to bookings already confirmed.
• The property is cleaned and prepared for your own stays as it is for guests.
• Legal condition: owner-use dates you reserve in your account are blocked from sale from the moment they are recorded, and MulkStay may not sell or offer them to guests. Exception: dates that were already booked by a guest before your reservation, which are honoured.

10. Remedy if a guarantee is breached

If MulkStay breaches any guarantee on this page, you may notify us in writing at legal@mulkstay.com. If the breach is not remedied within ten business days of that notice — or if the same guarantee is breached again after being remedied — you may terminate the management agreement immediately, without serving the notice period and without any exit penalty or fee.

This right is in addition to any other rights you have under the signed agreement and Egyptian law, including recovery of amounts deducted or spent in breach of these guarantees. It does not apply to breaches caused by force majeure or by your own instructions.

11. What we do not guarantee

We do not guarantee any level of income, occupancy, nightly rate or return on investment. Estimates produced by this website and figures in any proposal are indicative only, based on market data and the information you provide, and depend on readiness works, seasonality, competition, regulation and factors outside our control.

We are a property management service, not a broker, a lender or an investment adviser, and nothing on this page is financial advice.

12. Raising a concern

If you believe a commitment on this page has not been met, write to legal@mulkstay.com with your property reference. We acknowledge complaints within one business day and give a written outcome within ten business days.