97% scenario coverage, backed by a one-month credit.

Scope and acceptance

These Revenue Protection Guarantee Terms (“Guarantee Terms”) supplement the agreement governing an eligible hotel’s paid use of Staycore. By making a claim, the subscriber asks Staycore to assess the event under the version shown on this page. The guarantee is a service-credit commitment; it is not insurance, an indemnity against loss, or a promise that no fraud, theft, error, or revenue leakage will occur.

Definitions

Applicable scenario

A defined RPS-1.0.0 test relevant to the subscriber’s plan and configured Staycore workflow. A connection-dependent scenario applies only when its supported service or hardware is installed, configured, active, and within the certified scope.

Passed scenario

A scenario that produced the preventive, detective, reconciliation, or audit outcome specified by the Standard and recorded in the public report.

Certified passing scenario

A scenario marked “pass” in the current, unexpired certification report.

Base subscription fee

The recurring fee for the eligible hotel plan, excluding taxes, setup fees, hardware, usage charges, third-party charges, and separately contracted services.

Eligibility

The guarantee is available to Hotel Starter, Hotel Growth, Hotel Business Plus, and Hotel Enterprise subscribers when all of the following are true:

• the subscription is active, paid, and not suspended or overdue when the event occurs and when the claim is submitted;
• onboarding for the claimed workflow is complete and the subscriber uses the supported production configuration;
• the event occurs while RPS-1.0.0 certification and RPGT-1.0.0 are active;
• the subscriber has not disabled, bypassed, or materially altered the control relevant to the claim; and
• the subscriber provides the evidence reasonably required under section 8.

What the 97% measures

Scenario coverage is calculated for each plan as passed applicable scenarios divided by total applicable scenarios, multiplied by 100. The guaranteed minimum is 97%. The current first-party report records 40 passes across 40 applicable scenarios, or 100%.

Door-lock controls

Door-lock software controls are included in every current Staycore hotel plan and are not a paid hotel-plan add-on. Door-access scenarios require compatible supported lock hardware, completed installation and provisioning, an active connection, current credentials, and the certified Staycore access workflow. Hardware purchase, fitting, repair, power, connectivity, and third-party provider service remain outside the base subscription unless an order form expressly says otherwise.

Mobile-key retrieval is identity-gated: a booking token alone is insufficient. The guest must be signed in as the loyalty member associated with the eligible stay, and the key must be valid for the connected room and stay window.

What qualifies as a guarantee miss

A potential guarantee miss occurs when a certified passing scenario that is applicable to the subscriber’s supported production configuration fails to produce its defined outcome during ordinary, documented use. A dashboard alert, variance, or exception is not itself a miss when detection or audit evidence is the scenario’s defined passing outcome.

Exclusions

The guarantee does not apply to:

• unsupported, disconnected, incorrectly configured, modified, end-of-life, or unavailable third-party services or lock hardware;
• events outside Staycore’s recorded workflows, including unreported physical keys, offline cash movement, deliberate off-system records, collusion, or physical stock loss with no connected event;
• customer-supplied data that is missing, inaccurate, late, or entered outside the required workflow;
• customer or third-party actions that disable, bypass, overwrite, or prevent the control from running;
• beta, preview, custom, or undocumented functionality not named in the certified scenario matrix;
• internet, power, device, provider, or force-majeure failures outside Staycore’s reasonable control, except where the certified scenario expressly tests the relevant recovery path;
• a scenario whose defined outcome occurred but was not reviewed or acted on by the subscriber; or
• claims seeking reimbursement for alleged theft, lost revenue, lost profit, chargebacks, stock, hardware, investigation costs, or consequential loss.

How to submit a claim

An authorised owner, general manager, finance leader, or account administrator must submit the claim through Staycore support within 30 calendar days after the event was first reasonably discoverable. The claim must identify:

• the property, plan, claimant, event date and approximate time;
• the relevant RPS scenario ID and expected outcome;
• the affected Staycore records, reference numbers, and users;
• the property’s configuration and connected service or lock details where relevant; and
• supporting screenshots, provider records, logs, or other evidence reasonably available to the subscriber.

Submitting duplicate claims for the same underlying event does not create multiple remedies.

One-month subscription-credit remedy

The credit excludes taxes, setup fees, hardware, usage charges, third-party charges, add-ons, implementation work, and separately contracted services. It has no cash value, is not transferable, and cannot exceed one base-subscription month per property in a billing month. If no further invoice will be issued, Staycore may apply the credit to another active eligible property on the same account; it is not paid out in cash.

Verification and decision

Staycore may review relevant tenant audit records, configuration, workflow events, provider status, access records, and the evidence supplied with the claim. Staycore will acknowledge a complete claim and aim to issue a written decision within 10 business days. If more information is reasonably required, the decision period pauses until it is supplied. An approved decision will identify the scenario, findings, terms version, and credit amount. A rejected decision will state the reason.

Certification and terms versions

RPS-1.0.0 was certified on 15 August 2026 and is valid through 15 February 2027 unless replaced or withdrawn earlier because a material control change invalidates the evidence. RPGT-1.0.0 applies to eligible events occurring while these terms are active. A later standard or terms release will receive a new version identifier. Staycore will not retroactively apply a less favourable guarantee version to an event that occurred under an active earlier version.

Relationship to other terms and non-waivable rights

These Guarantee Terms supplement the Staycore Terms of Service, order form, and any negotiated agreement. If they conflict, these Guarantee Terms control only the Revenue Protection Guarantee. The service credit is the contractual remedy offered under this guarantee; it does not exclude any right or remedy that applicable law does not permit the parties to exclude. Questions may be submitted through the contact page.