Support
How can we help?
We're crew too, so we answer like it. Most things are below; if not, email us.
Email us
hello@crewstays.appWe usually reply within a day. In beta, tell us anything that's broken or confusing.
Something wrong with a stay?
If you feel unsafe, call 000 (Australia) or 111 (New Zealand) first. Then email us with the stay's Ref number and we'll look into it, including suspending the other account if needed.
Membership & billing
- Price: A$39 a year to list, message, request stays and swap. Browsing is free.
- Receipts and invoices: Stripe emails a receipt every time you pay. You can download invoices any time from the billing page (sign in with the email you paid with).
- Renewal: membership renews automatically each year. We'll email a receipt when it does.
- Cancelling: cancel any time from the billing page or Settings. It stops the next renewal and you stay a member until your year runs out.
- Refunds: if you're not happy within 14 days of paying, email us for a full refund. This doesn't limit your rights under Australian or New Zealand consumer law.
- Beta and founding memberships are free, so there's nothing to bill or cancel.
Questions crew ask
How does rent get paid? Does Crew Stays take a cut?
Rent goes straight between host and guest, usually by bank transfer. Crew Stays never touches it and never takes a cut. The only thing you pay us is the A$39/yr membership.
Should I take a bond?
It's up to you. The optional stay agreement suggests one week's rent, paid before move-in and returned within 14 days of move-out, less only unpaid rent or damage beyond normal wear and tear. The bond is paid between you; the site just keeps the record. In some states a bond for a sublet or tenancy has to be lodged with the state (in NSW, Fair Trading), so check the rules where your place is.
Is there an agreement?
Yes, if you want one. Once a host accepts a stay, they can set out the terms in a minute (dates, rent, bond, what's included, house rules). The guest taps Agree, and you both get the same copy to download as a PDF. It's a plain-English record, not legal advice.
The shoot ran over, or wrapped early. What now?
Message each other first, as early as you can. If you both agree to extend, a message is enough and the same terms carry on. To end early, the agreement suggests 7 days' notice, with rent paid up to the day you leave.
How do cancellations work?
A guest can withdraw a request any time, and either side can cancel an accepted stay from its stay page. Cancelling frees the dates on the calendar straight away. Please message the other person before you cancel: plans change on set and most things can be sorted.
What about insurance?
Crew Stays doesn't insure stays, homes, contents or cars. Hosts should check their home and landlord insurance covers having someone stay; guests should check their own contents cover. If you're lending a car, sort cover before anyone drives it.
Who sees my address and phone number?
Your listing only ever shows your suburb, city and distance to the nearest studio. Your full address, house notes (wifi, keys and so on) and phone number are shown only to a guest once you accept their stay. Email addresses are never shown to other members.
I'm on a living-away-from-home allowance. Can I get receipts?
Ask your host for a receipt each week; the stay page shows the rent and dates you agreed. Lots of hosts also offer a weekly clean, which many allowances cover.
What does verification check, and why?
That you really work in film and TV, because you're sleeping in each other's homes. Two verified crew can vouch for you, or you can give us your credits, union membership or an industry reference. A person checks every request. More on verification.
My place is on Airbnb too. Will I get double-booked?
Connect your Airbnb calendar from My listings and those dates get blocked here automatically. You can also give Airbnb your Crew Stays calendar link so it blocks dates booked here. Airbnb only refreshes every few hours, so there's a small window for a clash.
Also see How it works, the Terms of use and the Privacy policy.