Help Centre
Find answers to common questions or contact our support team.
Guests
How do I make a booking?
Search for a property using the search bar on the home page. Select your dates and number of guests, then click a listing to view details. When you're ready, click Book and complete the checkout using your credit or debit card. You will receive a confirmation email once payment is processed.
How do I cancel a booking?
Go to My Bookings and select the booking you wish to cancel. Refunds are subject to the cancellation policy set by the host, which is shown at checkout and on the booking confirmation.
I have an issue with my stay — what should I do?
First, contact your host directly via the messaging system. If the issue is not resolved, email us at support@tptsolutions.co.nz and include your booking reference number.
How do I leave a review?
After your stay ends, you will receive an email invitation to leave a review. You can also go to My Bookings and submit a review from the completed booking.
Hosts
How do I list my property?
Create an account or sign in, then go to Add Listing from your host dashboard. Fill in your property details, upload photos, set your pricing, and publish.
When do I receive payouts?
Payouts are processed after a guest checks in. Funds are transferred to your nominated bank account within 3–5 business days. You can view your payout history in the Finance section of your host dashboard.
How do I manage my availability calendar?
Use the Calendar in your host dashboard to block dates, update pricing, and view upcoming bookings.
What are the platform fees?
TPT Stay charges a service fee to guests at checkout. Hosts receive the nightly rate minus a host service fee, which is shown in your listing settings. Full fee details are available in your dashboard under Finance.
Payments & Refunds
What payment methods are accepted?
We accept all major credit and debit cards (Visa, Mastercard, American Express) via Stripe. All transactions are securely processed and your card details are never stored on our servers.
When will I receive my refund?
Once a cancellation is approved, refunds are returned to your original payment method within 5–10 business days depending on your bank or card issuer.
Account
I forgot my password.
Use the Forgot Password link on the login page. We will send a reset link to your registered email address.
How do I delete my account?
Email support@tptsolutions.co.nz with your account email address and we will process your deletion request within 14 days. Note: accounts with active bookings cannot be deleted until those bookings are completed or cancelled.
Contact Support
Can't find what you're looking for? Our support team is happy to help.
Email: support@tptsolutions.co.nz