Here are the frequently asked questions that concern the hosts/service providers.
Please read the questions and answers carefully in order to understand how moyakarelia.ru works.
If you have further questions, please contact us by email.

What services does moyakarelia.ru offer?

moyakarelia.ru offers a platform where hosts/service providers from Karelia
– including neighboring states – offer their properties/services to guests
from other parts of Russia and around the world.

Our main responsibility towards our guests is to make sure that all hosts/service
providers offer professional, reliable and safe housing/services to guests.

Our main responsibility towards our hosts/service providers ist to provide a
quality, secure and efficient platform to manage and receive new bookings.

What does a partnership look like to me as a host?

Placement of your rental object and / or services on moyakarelia.ru is
free of charge for all our hosts/service providers in Karelia.

When a guest decides to book your object/service, the guest makes
a pre-payment to moyakarelia.ru of 9.5% from the total booking amount (this fee includes all costs).

You as a host/service provider have then two options:

  1. Instant Booking:
    your guests can book your object/service immediately.

Note: this is best if you do not use other platforms, or if you keep
your booking calendar up-to date with other services (for example: tvil.ru, ostrovok.ru, tutu.ru, etc.).

  1. Manual Booking:
    you as a host can decide to confirm your bookings manually. This is the best
    if you need time to check your calendar. Your booking will be secured until you confirm.

You must however confirm/decline the booking within 24! Otherwise
the guest receives an automatic booking confirmation.

As soon as you confirm the booking, your guest will be able to finish the booking.

Important: For security reasons, do not make transactions with guests bypassing the moyakarelia.ru system.
If we notice regular cancelations, we will suspend the host account.

How to calculate the price per night?

In order to use the moyakarelia.ru platform correctly, please be advised to calculate your price the
following way.

  1. Asking price: this is the amount you expect to earn per night. Example: 5000 RUB.
  2. Add 9.5% (10% for easier calculation): these are the costs paid by the guest for booking your property. Example: +500 RUB.
  3. Total Price per night: your price includes all costs. Example: 5500 RUB.

Note: if you set your prices correctly, you will be able to earn more while offering a slightly lower price to your guests due
a lower service fee of only 9.5%
. Most platforms charge a 15 – 20% commission on top of your asking price.

What are the Payment & Cancelation Policies at moyakarelia.ru?

Here are the four Payment & Cancelation Policies that our Hosts and Service
Providers can choose to offer to their guests.

Flexible Payment & Cancelation Policy:

Pre-payment: The guest makes a pre-payment of 9.5% (9.5% of the total amount)
to moyakarelia.ru for booking the property/service.

Full Payment is due: latest on the day, when the guest checks-in.

5 Days Payment & Cancelation Policy:

Pre-payment: The guest makes a pre-payment of (9.5% of the total amount)
to moyakarelia.ru for booking the property/service.

Full Payment due: the complete payment is due latest 5 days before the guest checks-in.

14 Days Payment & Cancelation Policy:

Pre-payment: The guest makes a pre-payment of (9.5% of the total amount)
to moyakarelia.ru for booking the property/service.

Full Payment is due: latest 14 days before the guest checks-in. The Guest
must transfer the full amount electronically or pay in cash (RUB) to the Host.

30 Days Payment & Cancelation Policy:

Pre-payment: The guest makes a pre-payment of (9.5% of the total amount)
to moyakarelia.ru for booking the property/service.

Full Payment is due: latest 30 days before the guest checks-in.

How does the guest make a payment to the host?

The hosts/service provider can accepts payments electronically
or in cash (RUB). The guest receives the payment instructions from the host/service provider in the Booking Note.

What happens if a Guest does not pay on time?

If a guest does not pay on time, we recommend to provide a grace period
of 24 hours. If the Guest does react, then the Host is free to cancel the booking.

What happens if I cancel a booking after a
pre-payment was made by the guest?

If you decide to cancel a booking that is already confirmed, then the first thing to do is to contact the guest to
offer other dates or another accommodation (if you have other similar properties).
In most cases the matter is then solved.

If you cannot offer other dates, and you are forced to reject the booking, please
contact us and let us know. We will contact the guest and find an alternative accomodation for the guest – for fee.

Important note: If a host/partner account shows unusual activities with more than three cancelations in a row,
we will suspend the account until the matter is solved.

What happens if a guest cancels a booking?

This mostly depends on your Payment Policy you have selected for your property.
For better understanding, we use a “30 Days Payment & Cancelation Policy” for all four cases.

1st Case: Early Cancelation (with Pre-payment)
  • the guest has made a pre-payment (9.5%) to moyakarelia.ru
  • then cancels 40 days before check-in but within the guidelines of a “30 Days Payment & Cancelation Policy”.

Solution: If the guest cancels “on time” after making a pre-payment,
then the guest can simply request moyakarelia.ru for a refund

We will then provide the guest with a coupon that the guest can
use for a new booking on moyakarelia.ru.

2nd Case: Early Cancelation (with Full Payment)
  • the guest has booked your space and made a prepayment (9.5%) to moyakarelia.ru
  • then the guest makes a full payment to the host on time
  • then cancels 40 days before check-in but within the guidelines of a
    “30 Days Payment & Cancelation Policy”.

Solution: If the guest cancels “on time” after making a pre-payment and a full
payment to you as the host, then the guest is eligible for a full refund.

In this case we kindly ask the host/service providers to transfer the payment made
by the guest back to the guest (if the guest does not wish to adjust the dates).

We will additionally provide the guest with a coupon that the guest can use for a new booking.

3rd Case: Late Cancelation (with Pre-payment)
  • the guest has made a pre-payment (9.5%) to moyakarelia.ru
  • the guest however does not pay on time (latest 30 days before check-in
    within a “30 Days Payment & Cancelation Policy”).

Solution: kindly remind the guest to pay within 24h. If the payment is not received,
the host simply rejects the booking to open the slot to other guests.

The guest is not eligible for a refund from moyakarelia.ru because the Payment Policy was not followed.

4th Case: Late Cancelation (with Full Payment)
  • your guest has made a prepayment (9.5%) to moyakarelia.ru
  • then makes a full payment to the host on time
  • then cancels 15 days before check-in outside of the guidelines of a
    “30 Days Payment & Cancelation Policy”.

Solution: If the guest cancels late (outside of the Payment Policy set by the
host/service provider), then the guest is not eligible for a refund from the host/service provider.

We recommend the host/service provider to offer other dates to the guest. If the guest is not
interested, you can forward the case to moyakarelia.ru. We will explain the situation to the
guest and help remedy the situation.

Special Cases

If a late cancelation (with full payment) is connected to Force Majeur, please
forward the guest to moyakarelia.ru – we will then ask the guest for all necessary
proof and provide further support in form of a coupon to the guest.

What happens if a host/service provider cancels a booking?

In general the following two cases are related to cancelations by HOSTS/Service providers.
The example here uses a “30 Days Payment and Cancelation Policy”:

1st Case: Early Cancelation (Pre-payment Only) by the HOST
  • the guest has made a pre-payment (9.5%) to moyakarelia.ru and his booking is confirmed
  • then the host/service provider cancels the booking “on time”.

The host will have to pay 9.5% of the total booking amount to the guest.
If the host/service provider fails to refund the pre-payment, we will
suspend the account until the matter is solved.

Important: Please always try to arrange for other dates before canceling a confirmed booking.

2nd Case: Late Cancelation (with Full Payment) by the HOST
  • the guest has made a pre-payment (9.5%) to moyakarelia.ru
  • the guest has paid the full price to the host/service provider
  • then the host/service provider cancels the booking

The host/service provider has to offer an alternative solution.
If the alternative solution is not wished by the guest, then the host must refund

the total amount to the guest.

What if damages are made on my property?

Step 1: Damages must be reported immediately to the guest. In most cases,
the guest will acknowledge the damage and pay an equivalent amount of the
damaged goods to the host/service provider.

Step 2: If the damage is significant, please report the damage to moyakarelia.ru
(info[at]moyakarelia.ru). The case will be attached to the guest for further evaluation.

Step 3: If the matter is not solved, we will kindly remind the guest and suspend
the account until the matter is solved. We will also provide the host with any necessary information.

Important: moyakarelia.ru currently does not offer insurance coverage.
It is in the responsibility of the owner of the property to have basic insurance
coverage and security for the property including: smoke detectors, security
cameras (only outdoor), fire extingisher, night lighting, first aid kit, etc.

What are the requirements for hosts/service providers
to join the platform?

All our hosts/service providers must provide us with all necessary
identification documents before they can receive/make bookings:

  • Valid phone number and email address for authentication
  • Valid email address to receive purchase invoices
  • Identification of business owner/manager/person (passport)
  • INN number

Additional information may be required if necessary.

How are the sanctions affecting my bookings at moyakarelia.ru?

We have designed the infrastructure of moyakarelia.ru to be as much decentralized as possible.
First of all, moyakarelia.ru is located in the Republiс of Karelia. The company registered in Sortavala.

Here are other measures we have implemented:

  • Our servers are managed through RU-Center and are located in Moscow, Russia.
  • Our domains are registered in Russia.
  • We own our source code: meaning that our designs, booking systems, etc. of the website is our property.
  • We try to work with reliable companies who are either located in Russia or do not apply the current sanctions.
  • Our payment gateway partner is ROBOKASSA. ROBOKASSA is one of the leading payment Gateways in Russia.

How do you prevent fraud?

All guest provide moyakarelia.ru with the following information before making a booking:

  • Verifid phone number
  • Bank details
  • Full name and Address
  • Profile Picture

All guests have to make a Prepayment to moyakarelia.ru. This allows us to provide our hosts/service providers with validated booking requests. Furthermore, we have implemented all necessary technological barriers to exclude criminal activities on the platform.

Why do guests have to pay a pre-payment (9.5%) for every booking?

moyakarelia.ru is a private company that is financing itself. The platform is available 24h and consumes a significant
amount of time, effort and money to keep running: servers, infrastructure, it team, marketing team, etc.

Just like any platform such as Tvil, airbnb, booking, etc. guests and owners pay a service fee. The pre-payment of 9.5% is
our service fee. Hosts/service providers only pay this fee when they receive a booking!

Most other platforms like airbnb and booking.com have a service fee (includes commission)
of 15% – 20% of the total booking amount. We aim to keep our service
fee below 10% by focusing on hosts/service providers in the

Republic of Karelia – and the states around Karelia.

What if a guest wants to bypass the pre-prepayment?

We have a monitoring system installed that helps us prevent fraud. This is especially the case
when a guest or host decides to bypass moyakarelia.ru.

For security reasons, please do not make transactions with guests bypassing the moyakarelia.ru system.

Important for for hosts/service providers who confirm the bookings manually:
When our monitoring notices unusual activities regarding cancellations,
then we will deactivate the account until the matter is solved.

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