Residence Manager Agreement.

§ 01

1. Eligibility

To list a residence on CitiesTroves, you must meet the following eligibility requirements:

• You must be at least 18 years of age and legally capable of entering into binding agreements.
• You must have the legal right to list and rent the residence — as owner, authorised agent, or leaseholder with subletting rights.
• You must comply with all applicable local, state, and national laws and regulations governing short-term rentals and serviced residences in your jurisdiction, including any required licences, permits, or registrations.
• You must provide accurate identification and documentation as required during verification.

§ 02

2. Listing Accuracy

You are responsible for ensuring that all information in your listing is accurate, complete, and not misleading. This includes:

• Photographs: Must accurately represent the current state of the residence. Stock photos, heavily edited images, or images of other residences are prohibited.
• Description: Must accurately reflect the accommodation, including type, bedrooms and bathrooms, and any unique features or limitations.
• Amenities: List only amenities that are currently available and in working condition. Remove any that become unavailable.
• Location: Must be accurate. The map pin should reflect the actual position of the residence.
• House rules: Any rules, restrictions, or special conditions must be clearly stated on the listing.

CitiesTroves reserves the right to edit, suspend, or remove listings that contain inaccurate or misleading information.

§ 03

3. Availability & Calendar

You are responsible for keeping your availability calendar up to date at all times. This is critical to maintaining trust on the platform.

• Block dates that are unavailable due to personal use, maintenance, or bookings from other platforms.
• Update your calendar promptly when availability changes.
• Failure to maintain an accurate calendar that results in double-bookings or forced cancellations may lead to penalties as described in Section 10.

§ 04

4. Booking Obligations

Once a booking is confirmed through the Platform, you are obligated to honour that reservation. This means:

• The residence must be available, clean, and ready for the guest at the agreed check-in time.
• All amenities listed on the booking must be available and functional.
• Check-in instructions must be provided to the guest at least 24 hours before the scheduled check-in.
• You must be available or have a designated representative available to address urgent matters during the guest's stay.

§ 05

5. Pricing

You have full control over the pricing of your listing. When setting prices, please note:

• You set your nightly rates, weekly discounts, monthly discounts, and any additional fees (such as cleaning fees).
• CitiesTroves service fee: Up to 10% of the booking subtotal is charged to the guest. The fee is not deducted from your payout.
• All prices must be inclusive of any applicable taxes unless otherwise specified and required by local law.
• Prices must not be set artificially low to attract bookings with the intention of requesting additional payment from guests outside the platform.

§ 06

6. Guest Communication

Timely and professional communication is essential for a positive guest experience.

• Respond to enquiries and messages within 24 hours. Faster responses improve your search ranking and conversion rate.
• All correspondence regarding bookings should occur through the CitiesTroves messaging line, which keeps a record for both parties.
• Do not request that guests contact you outside the platform or make payments outside the CitiesTroves payment system.
• Be courteous, professional, and helpful in all interactions with guests.

§ 07

7. Residence Standards

All residences listed on CitiesTroves must meet the following minimum standards:

• Cleanliness: The residence must be thoroughly cleaned and sanitised before each arrival. Fresh linens, towels, and basic toiletries should be provided.
• Safety: The residence must meet basic safety requirements — working locks on all entry points, functioning smoke detectors where required by law, and clear emergency exit information.
• Maintenance: All fixtures, appliances, and amenities must be in good working condition. Address maintenance issues promptly.
• Amenities:All listed amenities must be available and functional during the guest's stay. If an amenity becomes temporarily unavailable, notify the guest before check-in and update your listing.
• Essentials: At a minimum, provide toilet paper, soap, clean towels, bed linens, and at least one pillow per guest.

§ 08

8. Verification Process

All new listings undergo a verification process before going live on the platform. This may include:

• Identity verification: Submission of a valid government-issued photo ID and proof of address.
• Ownership or authorisation: Documentation proving your right to list the residence (title deed, lease agreement with subletting permission, or management agreement).
• Listing review: Our team reviews your listing for accuracy, completeness, and compliance with our standards.
• Residence inspection: In some cases, we may arrange a physical or virtual inspection to verify listing details.

The verification process typically takes 3 to 5 business days. CitiesTroves reserves the right to reject any listing that does not meet our standards.

§ 09

9. Payouts

CitiesTroves processes payouts to Residence Managers as follows:

• Timing:Payouts are initiated within 24 hours of the guest's confirmed check-in.
• Method: Bank transfer to the account on your profile. You are responsible for providing accurate bank account details.
• Processing: Bank transfers typically take 1 to 3 business days to arrive, depending on your bank and country.
• Currency: Payouts are made in the local currency of the listing, unless otherwise arranged.
• Statements: Detailed payout statements are kept in your dashboard.

§ 10

10. Cancellation by Host

Cancelling a confirmed booking is a serious matter that affects the guest and the integrity of the platform. If you cancel a confirmed booking:

• The guest receives a full refund, including the CitiesTroves service fee.
• A cancellation penalty fee may be applied, starting at 50 USD (or equivalent) for the first cancellation. Repeated cancellations incur progressively higher penalties.
• Your listing's search ranking will be reduced, making it less visible to potential guests.
• An automated review noting the host cancellation will be added to your listing.
• Three or more cancellations within a 12-month period may result in temporary suspension or permanent removal of your listing(s) from the platform.

Exceptions may be made for genuine extenuating circumstances as described in our Cancellation Policy.

§ 11

11. Termination

Either party may terminate this Agreement at any time. However:

• Voluntary removal: You may remove your listing at any time through your dashboard. Existing confirmed bookings must be honoured before removal takes effect.
• Removal by CitiesTroves: We may suspend or permanently remove your listing(s) for:
  • Violation of this Agreement or our Terms of Service.
  • Consistently low ratings or multiple negative reviews.
  • Repeated cancellations of confirmed bookings.
  • Fraudulent activity or misrepresentation.
  • Failure to maintain residence standards after warnings.
  • Attempting to circumvent the platform's payment system.
• Upon termination, any outstanding payouts for completed stays will be processed according to our standard payout schedule, less any applicable penalties or deductions.

§ 12

12. Contact

For questions or assistance with your residence listing, reach our Residence Manager support desk: