> ## Documentation Index
> Fetch the complete documentation index at: https://help.zulma.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Host FAQ

> Quick answers for short-term-rental hosts: what a turnover includes, who supplies linen, insurance and liability, calendar setup, same-day turns, multiple properties, billing, and what happens if a turn is missed.

The short answers to the questions hosts ask most. For the full picture, start with the [hosts overview](/hosts/overview) or walk through [getting started](/hosts/getting-started).

## The service

<AccordionGroup>
  <Accordion title="What's included in a turnover?">
    A Standard turnover resets the whole unit between checkout and the next check-in so it's guest-ready: bathrooms sanitized and restocked, kitchen surfaces, appliances, dishes and trash, bedrooms stripped and reset with surfaces dusted and floors done, living and common areas reset and staged, and the whole unit secured (lights and HVAC preset, doors and windows checked, welcome state). Before and after photos by zone come with every turn. See the full checklist in [what's included](/hosts/whats-included).
  </Accordion>

  <Accordion title="What's the difference between Standard and Deep?">
    A Deep turnover is everything in a Standard plus accumulated-grime work: inside the oven, inside the fridge, baseboards, walls and scuffs, vents, descaling, grout, and behind and under furniture. It runs about 1.4 times the Standard price. Hosts use it monthly or quarterly, after a long stay, or after pets. Details in [what's included](/hosts/whats-included).
  </Accordion>

  <Accordion title="Who supplies the linen, products, and consumables?">
    You do. Zulma supplies nothing: no linen, no consumables, no equipment. The host owns all linen, and for the Wash or Guaranteed laundry tiers you keep 3 par sets on site. The Pro brings their own cleaning products and tools.

    If you want, a Pro can restock host-funded consumables (toilet paper, soap, coffee, and so on) from a par list you stock, for a flat +\$20 labour charge. You fund the consumables themselves, Zulma bills only the labour. More in [supplies and linen](/hosts/supplies-and-linen).
  </Accordion>

  <Accordion title="Can one Pro handle the laundry too?">
    Yes, depending on your laundry tier. See [laundry tiers](/hosts/laundry-tiers) for how the Wash and Guaranteed options work with your par sets.
  </Accordion>
</AccordionGroup>

## Insurance and liability

<AccordionGroup>
  <Accordion title="Is the Pro insured?">
    Every STR Pro carries their own \$2M commercial general liability insurance.
  </Accordion>

  <Accordion title="What is Zulma's liability if something goes wrong?">
    For a missed or not-guest-ready turn, Zulma's liability is capped at the cleaning fee. Consequential losses such as guest refunds, relocation, or lost nights are excluded, and standard force-majeure applies.
  </Accordion>

  <Accordion title="Does my host policy cover the turnover window?">
    Verify your own coverage. Most host or AirCover-style policies respond only while a guest is checked in, not during the turnover window between stays. Make sure you carry adequate insurance for that gap.
  </Accordion>

  <Accordion title="What do I have to confirm before a property goes live?">
    When you add a property you attest to your authority to list it, any required municipal STR licence, and adequate insurance. A property goes active only after those attestations are complete.
  </Accordion>
</AccordionGroup>

## Calendar and scheduling

<AccordionGroup>
  <Accordion title="How do I connect my calendar?">
    Paste your listing's read-only iCal link into the property profile. On Airbnb: Edit Listing, then Availability, then Sync calendars, then Export calendar, then copy the `.ics` URL. Vrbo and Booking.com have their own export links. Step-by-step instructions are in [calendar setup](/hosts/calendar-setup).
  </Accordion>

  <Accordion title="Can I sync more than one calendar to a property?">
    Yes. If a single unit is listed on more than one platform (for example Airbnb and Vrbo), add a feed for each. They're de-duplicated so a turn is generated once per property per checkout date.
  </Accordion>

  <Accordion title="How often does Zulma check my calendar?">
    Zulma polls every 30 to 60 minutes and reads each checkout (the calendar's end date). An iCal change, such as a moved or cancelled booking, reconciles automatically on the next poll. Turns are generated on a rolling 4 to 6 week window.
  </Accordion>

  <Accordion title="Where do check-in and check-out times come from?">
    Calendars don't carry check-in or checkout times, so those come from your property profile (for example 11 AM checkout, 3 PM check-in).
  </Accordion>

  <Accordion title="Do you handle same-day turns?">
    Yes. When a checkout and the next check-in fall on the same day, Zulma flags a same-day turn automatically from your calendar. Same-day turns add +25% to the turn price.
  </Accordion>
</AccordionGroup>

## Multiple properties

<AccordionGroup>
  <Accordion title="Can I manage more than one property?">
    Yes. One host account manages many properties. Each property has its own calendar feeds, laundry tier, default times, access instructions, billing mode, and attestations. A property goes active only after you complete its attestations. See [multi-property](/hosts/multi-property).
  </Accordion>
</AccordionGroup>

## Billing

<AccordionGroup>
  <Accordion title="How and when am I billed?">
    There are two billing modes:

    | Mode               | When you're billed                                                                                                                    |
    | ------------------ | ------------------------------------------------------------------------------------------------------------------------------------- |
    | Per-turn (default) | Your card is pre-authorized when the turn is generated and captured when the unit is marked guest-ready.                              |
    | Managed-monthly    | Turns accrue all month and you're billed in arrears at month end, at the rate your actual volume earns. There's no committed minimum. |

    Full breakdown in [billing](/hosts/billing).
  </Accordion>

  <Accordion title="What does a cancellation cost?">
    | Situation                               | Fee                                    |
    | --------------------------------------- | -------------------------------------- |
    | Cancel before the Pro is on the way     | Free                                   |
    | Cancel after the Pro is en route        | \$45 late-cancel fee (paid to the Pro) |
    | Pro arrives and can't complete the turn | \$35 trip fee                          |
    | Same-day turn                           | +25% on the turn price                 |
  </Accordion>

  <Accordion title="Is there sales tax?">
    No. Zulma isn't charging sales tax during launch, so your price is all-in.
  </Accordion>
</AccordionGroup>

## When a turn can't be done

<AccordionGroup>
  <Accordion title="What if a turn is missed or can't be completed?">
    If a turn can't be done (no access, the unit is trashed, or the guest is still present), the Pro is paid a flat \$35 trip fee and you're alerted to reschedule.

    For a missed or not-guest-ready turn, Zulma's liability is capped at the cleaning fee. Where we owe you, it's settled as Zulma credit, not a cash refund. Consequential losses (guest refunds, relocation, lost nights) are excluded, and standard force-majeure applies.
  </Accordion>

  <Accordion title="What if the Pro finds damage or a missing item?">
    The Pro flags it in-app with a photo and a note, and you're alerted in real time rather than at the end of the day.
  </Accordion>

  <Accordion title="What if the unit is far dirtier than a Standard turn?">
    If the unit is well past a Standard clean (for example after a long stay), the Pro can propose a deep-clean upcharge that you approve or decline before the extra work happens.
  </Accordion>

  <Accordion title="How do I know the unit is ready?">
    When the unit passes the checklist and the photos upload, you get a "Unit is guest-ready as of \[time]" push or SMS with the full photo set. Before and after photos by zone also attach to the turnover in your host dashboard.
  </Accordion>
</AccordionGroup>

<Note>
  Still have a question? Email [support@zulma.ca](mailto:support@zulma.ca) and we'll help.
</Note>