Client Guarantees — Documentation

Published promise

Every booking, payout, fee and expense is recorded against your property and visible to you.

What it means in practice

• Revenue is recorded per booking with the channel, the gross amount and the channel fee shown separately.
• Costs are itemised against the work order or supplier that generated them, never bundled into a single line.
• A statement is issued each settlement cycle showing gross revenue, channel fees, our commission, itemised costs and the net payout.
• Any charge not listed in your signed package cannot be applied without your written agreement.

How you verify it

Open the statement for the period in your owner account and compare it with the booking and work-order records behind it.

Published promise

Nothing above the agreed threshold is spent on your property without your approval.

What it means in practice

• Routine work below the auto-approval threshold proceeds immediately so the property keeps earning.
• Work inside the owner approval range is quoted first and starts only after you approve it in the dashboard.
• Work above the senior approval level needs both your approval and an internal counter-signature.
• You may set an optional cost cap; a job that would exceed the approved cost beyond the overrun tolerance is paused and returned to you.
• Every work order keeps a timestamped record of who requested, approved and completed it.

How you verify it

Each work order in your account shows the quote, your decision, the timestamp and the final invoiced cost.

Published promise

Assessment, proposal and signing are completed from your country of residence.

What it means in practice

• The assessment is submitted online and reviewed without any site visit by you.
• The proposal, including fees and the approval threshold, is delivered to your account for review.
• The management agreement is concluded with a legally binding remote digital signature, with identity and ownership documents verified digitally in the same step.
• The owner dashboard gives the same view of the property whether you are in Egypt or abroad.

How you verify it

The signed agreement in your account carries the signature record and document fingerprint of the version you approved.

Published promise

The property's condition is documented before the first guest and after every stay.

What it means in practice

• A readiness inspection with photographs is completed and shared with you before the listing goes live.
• The property cannot go live below the minimum readiness score; the outstanding items are listed with indicative costs.
• The unit is checked after each stay, and damage is documented with photographs and reported to you.
• Access to keys and smart locks is limited to named team members and is logged.

How you verify it

The inspection record in your account holds the checklist, the photographs and the readiness score with its date.

Published promise

Guests are identified and house rules are enforced, even when that costs a booking.

What it means in practice

• 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.
• Bookings that do not meet our screening criteria are declined, even when the property is empty.

How you verify it

Declined and accepted bookings are visible in the property timeline with the reason recorded.

Published promise

Published response times for owner requests, guest issues and emergencies.

What it means in practice

• Owner requests submitted through the dashboard receive a first reply within the published window.
• Guest issues affecting an in-progress stay are acknowledged around the clock.
• Emergencies affecting safety or the fabric of the property are attended to immediately and reported to you the same day.
• Response times are measured from submission, not from when the request is opened by our team.

How you verify it

Each request in your account shows the submission time and the time of our first reply.

Published promise

Documents, photographs and performance records connected to your property belong to you.

What it means in practice

• You keep all rights in the property information, photographs and documents you provide.
• You can export statements and property records from your account at any time.
• On termination we hand over your records and delete what we are not legally required to retain.
• Access to your records inside MulkStay is restricted to the team members operating your property.

How you verify it

Use the export action in your account, or write to the privacy contact for a full record copy.

Published promise

Either party can end the agreement on written notice, with no exit penalty.

What it means in practice

• The agreement runs for a fixed initial term and then continues until either side ends it on the agreed notice.
• 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.
• Final statements are issued and keys, access credentials and documents are returned to you.

How you verify it

The notice period and initial term are written into the agreement you sign, in the same clause.

Published promise

Owner-use dates you reserve are blocked in the calendar and never sold.

What it means in practice

• Owner-use weeks are recorded in the agreement and blocked in the calendar from the start.
• Additional owner dates can be requested subject to bookings already confirmed.
• The property is cleaned and prepared for your own stays exactly as it is for guests.

How you verify it

Blocked owner dates appear in the property calendar in your account.