1. Purpose

To outline the benefits and requirements for hosts participating in Livjaza’s tiered hosting reward program, recognizing and rewarding exceptional hosts for their dedication to providing top-notch hospitality.

2. Scope

This policy applies to all hosts participating in Livjaza’s tiered hosting reward program.

3. Policy details

3.1 Platinum tier

The Platinum Hosting Tier is designed to reward hosts who consistently deliver exceptional service and maintain high operational standards. It aims to provide these top-performing hosts with enhanced support, visibility, and marketing opportunities to help them maximise their success on the Livjaza platform.

3.1.1 Benefits

a) Tier badge

Hosts receive a Livjaza Platinum tier badge displayed on their profile and listings. The placement of this badge maybe changed and updated overtime without any given notice.

b) Reduced service fees

Hosts benefit from reduced service fee of 14%*. This percentage may change with advance notice.

c) Priority visibility:

As a premium tier host, you will enjoy the highest level of visibility with priority placement in search results and on the explore page, refreshed every hour. This arrangement may change with advance notice. While top row placement on the explore page is not guaranteed at all times, your listing will still receive prominent exposure.

d) Marketing:

Hosts can add 30-second videos to their listings. This benefit may be modified or removed at Livjaza’s discretion with advance notice.

e) Dedicated support:

As a platinum tier host, you will be assigned a personal Account Manager, subject to availability. While the Account Manager may not always be available to assist with all requests at your requested time, Livjaza will ensure that platinum tier hosts are given the highest priority at the earliest available slot.

f) Host spotlight:

Hosts may be featured in the annual host spotlight, showcasing properties and success stories. This opportunity is subject to availability and may involve delays. Livjaza will cover the costs for advertising and influencer hiring fees. Livjaza holds the rights to make any changes as needed but will provide good reasoning for such changes. If there are any changes to this promotion, you will be informed in advance.

g) Event invitations:

Platinum hosts receive invitations to exclusive events, workshops, and webinars. The number of guests allowed is at Livjaza's discretion.

h) Inspector services:

Hosts have priority access to Livjaza Inspector services, subject to availability. While the inspector may not always be available to assist with all requests at your requested time, Livjaza will ensure that platinum tier hosts are given the highest priority at the earliest available slot.

3.1.2 Eligibility criteria

a) Average rating:

Hosts must maintain an average rating above 9.5 stars for one full quarter to qualify for the platinum badge. If the host rating drops at any given time, you will be disqualified or asked for an explanation regarding the reason for the drop. This requirement may change with advance notice.

b) Cancellation rate:

Hosts must maintain a cancellation rate under 1% for one full quarter to be part of the Platinum hosting tier. If at any given time after that your cancellation rate rises above 1%, you will automatically be disqualified from the Platinum tier hosting. However, if you had to cancel any reservation for a legitimate reason, we will allow you two weeks to provide the documentation requested by our customer service representative. Once we review the documents, we will determine if your cancellation rate can be redeemed.

c) Response rate:

Hosts must maintain a response rate over 90% for one full quarter to qualify for the platinum badge. This means hosts must reply to all inquiries within an average of 2.5 hours and respond to at least 90% of booking requests.

d) Completed stays:

Hosts must complete 10 stays or 100 nights over 3 or more stays within 12 months or less to start qualifying for the platinum badge.

3.2 Gold Tier

The Gold Hosting Tier is designed to acknowledge and support hosts who deliver consistent and high-quality service. It aims to enhance their visibility, marketing, and support, thereby helping them thrive on the Livjaza platform.

3.2.1 Benefits

a) Tier badge:

Hosts receive a Livjaza Gold tier badge displayed on their profile and listings. The placement of this badge maybe changed and updated overtime without any given notice.

b) Enhanced visibility:

Hosts receive enhanced listing visibility and marketing with placement in the second row on the explore page and increased visibility on the search page, refreshed regularly. The regularity of the refresh rate will depend on the number of gold tier hosts. This arrangement may change with advance notice. While placement on the explore page is not guaranteed at all times, your listing will still receive prominent exposure at the earliest possible opportunity.

c) Marketing:

Hosts can add 15-second videos to their listings. This benefit may be modified or removed at Livjaza’s discretion with advance notice.

d) Preferred support:

Hosts receive preferred customer support with a dedicated Account Manager, subject to availability. While the Account Manager may not always be available to assist with all requests at your requested time, Livjaza will ensure that Gold Tier hosts are given the priority at the earliest available time slot.

e) Inspector services:

Gold tier hosts have access to Livjaza Inspector services, subject to availability. While the inspector may not always be available to assist with all requests at your requested time, Livjaza will ensure that you are given priority at the earliest available slot, with priority given based on the severity of the situation.

f) Event invitations:

Hosts receive invitations to exclusive events and networking opportunities. The number of guests one can bring along will be at Livjaza’s discretion.

3.2.2 Eligibility criteria

a) Average rating:

Hosts must maintain an average rating of 8.5 stars for one full quarter to qualify for the gold badge. If the host rating drops at any given time, you will be disqualified or asked for an explanation regarding the reason for the drop. This requirement may change with advance notice.

b) Cancellation rate:

Hosts must maintain a cancellation rate under 1% for one full quarter to be part of the Gold hosting tier. If at any given time after that your cancellation rate rises above 1%, you will automatically be disqualified from the Gold tier hosting. However, if you had to cancel any reservation for a legitimate reason, we will allow you two weeks to provide the documentation requested by our customer service representative. Once we review the documents, we will determine if your cancellation rate can be redeemed.

c) Response rate:

Hosts must maintain a response rate over 90% for one full quarter to qualify for the Gold badge. This means hosts must reply to all inquiries within an average of 2.5 hours and respond to at least 90% of booking requests.

d) Completed stays:

Hosts must complete 10 stays or 100 nights over 3 or more stays within 12 months or less to start qualifying for the gold badge.

3.3 Silver Tier

The Silver Hosting Tier is designed to acknowledge and support hosts who consistently maintain good service standards. It aims to enhance their visibility, provide support services, and offer promotional and networking opportunities to help them succeed on the Livjaza platform.

3.3.1 Benefits

a) Tier badge:

Hosts receive a Livjaza Silver tier badge displayed on their profile and listings. The placement of this badge maybe changed and updated overtime without any given notice.

b) Support services:

Hosts will be assigned an Account Manager and Livjaza Inspector, subject to availability. While the Account Manager may not always be available to assist with all requests at your requested time, Livjaza will ensure that great hosts like you are given the priority at the earliest available slot.

c) Promotional activities:

Silver tier hosts benefit from promotional activities designed to enhance visibility. After platinum and gold tier hosts, silver tier hosts will receive the highest level of visibility on explore and search pages.

d) Event invitations:

Hosts receive invitations to exclusive events and networking opportunities. The number of guests one can bring along will be at Livjaza’s discretion.

3.3.2 Eligibility criteria

a) Average rating:

Hosts must maintain an average rating of 7 stars for two consecutive quarters to be eligible for the silver badge. If the host rating drops at any given time, you will be disqualified or asked for an explanation regarding the reason for the drop. This requirement may change with advance notice.

b) Cancellation rate:

Hosts must maintain a cancellation rate under 1% for one full quarter to be part of the Silver hosting tier. If at any given time after that your cancellation rate rises above 1%, you will automatically be disqualified from the Silver tier hosting. However, if you had to cancel any reservation for a legitimate reason, we will allow you two weeks to provide the documentation requested by our customer service representative. Once we review the documents, we will determine if your cancellation rate can be redeemed.

c) Response rate:

Hosts must maintain a response rate over 90% for one full quarter to qualify for the Silver badge. This means hosts must reply to all inquiries within an average of 2.5 hours and respond to at least 98% of booking requests.

d) Completed stays:

Hosts must complete 10 stays or 100 nights over 3+ stays or more stays within 12 months or less to start qualifying for the silver badge.

3.4 Blue Tier

The Blue Hosting Tier is designed to welcome and support new hosts, providing them with the essential tools and support to succeed on the Livjaza platform.

3.4.1 Benefits

a) Tier badge:

Hosts receive a Livjaza Blue tier badge displayed on their profile and listings. The placement of this badge may change and update over time without any given notice.

b) Basic visibility:

Hosts receive improved visibility on the search page and basic marketing support, ensuring their listings reach potential guests.

c) Support services:

Hosts receive access to customer support with a representative, subject to availability. While the representative may not always be available to assist with all requests at your requested time, Livjaza will ensure that Blue Tier hosts are given priority at the earliest available slot.

d) Training resources:

Hosts have access to online training materials and webinars to help them enhance their hosting skills and improve guest satisfaction.

e) Event invitations:

Hosts receive invitations to introductory events and networking opportunities. The number of guests one can bring along will be at Livjaza’s discretion.

3.4.2 Eligibility criteria

a) Verified host:

Hosts must be verified by Livjaza to qualify for the Blue Tier. Verification ensures that hosts meet our basic standards of quality and trustworthiness.

4. Changes to policy

All benefits and requirements are subject to change at the discretion of Livjaza with advance notice provided where applicable. Availability of services and support may vary based on demand and operational capacity.

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