Question 1

What is TRU Living ?

Accepted Answer

TRU Living is a premium booking platform offering a curated travel experience, featuring exclusive properties rated 4.8 stars or higher, alongside flights and a curated selection of high-quality hotels. Every listing is trusted, peer-reviewed, and expertly managed to ensure a seamless, stress-free stay - so you can plan your entire journey with confidence and ease.

Question 2

How long can I make a reservation for ?

Accepted Answer

There’s no set limit – you’re welcome to stay as long as the property has availability to make the reservation!

Question 3

How do I change my reservation?

Accepted Answer

To change your reservation, log in to your account, go to My Bookings, find your reservation, and select Change Reservation. If your new dates are available, you can easily update your booking.

Question 4

How do I cancel my reservation?

Accepted Answer

To cancel your reservation, log in to your account, go to your profile in the top right corner, select My Bookings, find your reservation, and select Cancel Reservation. Fees may apply if you cancel outside the host’s cancellation period, so it’s important to review the cancellation policy before confirming.

Question 5

How long does it take to process a refund?

Accepted Answer

Refunds are processed immediately, but it typically takes 2-5 business days for the funds to appear in the customer’s account, depending on their bank. In rare cases, it may take up to 30 days if there’s an issue with the card or bank.

Question 6

How are stays charged if I'm staying longer than a month?

Accepted Answer

Long-term reservations are charged monthly, rather than upfront for the entire stay. A security deposit may also be required, depending on the property and length of stay. This structure provides flexibility while ensuring the booking is secure for both guest and host.

Question 7

What is TRU Living ?

Accepted Answer

TRU Living is a premium booking platform offering a curated travel experience, featuring exclusive properties rated 4.8 stars or higher, alongside flights and a curated selection of high-quality hotels. Every listing is trusted, peer-reviewed, and expertly managed to ensure a seamless, stress-free stay - so you can plan your entire journey with confidence and ease.

Question 8

Can TRU Living manage my property ?

Accepted Answer

Absolutely! We can manage your property by connecting you with one of our preferred expert hosts. Our approach is tailored to your property’s location, your preferences, and our commitment to maintaining the highest standards for guest experience and performance.

Question 9

Will I get a higher return leasing short-term vs long-term?

Accepted Answer

In most cases, yes, leasing your property short-term through TRU Living can deliver a higher return compared to traditional long-term rentals, thanks to:
1. Premium nightly rates, especially in high-demand periods.
2. Dynamic pricing that adjusts based on demand, season, and events.
3. Executive leasing and short to mid term stays.
However, actual returns depend on factors like location, seasonality, property type, and local regulations.

Question 10

I'd like to get started — what is the first step?

Accepted Answer

Register your details through our contact form and a dedicated member of our team will reach out to discuss your property and connect you with a host.

Question 11

Where do you advertise my property?

Accepted Answer

We advertise your property across multiple premium channels to maximise visibility and bookings, including:
- TRU Living’s exclusive platform with a curated audience
- Major short-term rental sites like Airbnb, Booking.com, and Vrbo
- Selected luxury travel and corporate booking platforms
- Targeted social media campaigns and email marketing
This multi-channel approach ensures your property reaches the right guests quickly and consistently.

Question 12

What do I need to do to get the property ready ?

Accepted Answer

We’ll guide you through the entire process of getting your property compliant and ready for your first guest. There’s a lot to do before we get started, but we’ll support you every step of the way.

Question 13

I manage my own property, can I list it on your platform?

Accepted Answer

We require all hosts to use a Property Management System (PMS) to ensure professional standards, seamless booking coordination, and a consistent guest experience. Currently, individual owners who self-manage without a PMS cannot list on our platform. However, you can access TRU Living by partnering with one of our expert hosts.

Question 14

What is TRU Living ?

Accepted Answer

TRU Living is a premium booking platform offering a curated travel experience, featuring exclusive properties rated 4.8 stars or higher, alongside flights and a curated selection of high-quality hotels. Every listing is trusted, peer-reviewed, and expertly managed to ensure a seamless, stress-free stay - so you can plan your entire journey with confidence and ease.

Question 15

Can I list my properties on your platform?

Accepted Answer

Thanks for asking! Here’s how it works with us:
You can list your property on TRU Living, but we maintain strict requirements to ensure a consistently high-quality guest experience.
Our key requirements include:
    1. 4.8+ star ratings: Strong guest reviews reflecting professionalism, cleanliness, and communication 
    2. High-quality listings: Clear, professional photos, accurate descriptions, and up-to-date availability 
    3. Proven hosting experience: Demonstrated ability to manage bookings, guest communication, and property upkeep 
If you meet these standards, we’d be happy to discuss the next steps for listing your property.

Question 16

What are the requirements to be a host?

Accepted Answer

Our key requirements include:
     1. 4.8+ star property and hosting reviews 
     2. Minimum 6 months of hosting experience 
     3. A registered business number or ID based on location
     4. Public liability insurance 
     5. Use of a Property Management System (PMS)

Question 17

I manage multiple properties on a PMS. Can I list and manage them from my PMS?

Accepted Answer

Yes, absolutely! You can list multiple properties on our platform and manage them directly through your Property Management System (PMS). We support integration with most major PMS solutions via API to help you sync availability, bookings, and rates seamlessly, reducing manual work and avoiding double bookings. Just let us know which PMS you’re using, and we can guide you through the setup process to connect your properties smoothly.

Question 18

How do referrals work?

Accepted Answer

Leads that enquire through the site are referred to suitable hosts based on several factors – including property location, availability, responsiveness, guest requirements, and the quality of past communication and referrals. Our goal is to ensure the best match between Owner and Host, helping you secure high-quality partnerships and new properties to manage.

Question 19

What is the executive leasing service?

Accepted Answer

Our Executive Leasing Service means you have a customer service agent working on your behalf for bookings of 1 month or longer. We handle all enquiries, speak directly with potential guests to understand their accommodation requirements, and book your property to suitable candidates on your behalf. This service ensures a professional, hands-off experience while securing quality long term tenants for your property.

Question 20

How do I benefit from the TRU Living eco system?

Accepted Answer

When you’re unable to fill a booking or have no availability across your properties, guests can be referred into the TRU Living Network - a trusted ecosystem of verified, experienced hosts. Rather than turning guests away, enquiries from returning clients, direct bookings, and new guests are shared across the network and retained within the community.
This is especially valuable for returning guests, allowing you to maintain a consistently high standard of service while contributing to a shared pool of demand that benefits all hosts and increases everyone’s occupancy.

Question 21

How do I get started?

Accepted Answer

Sure! Here’s a quick start guide:
Use a Property Management System (PMS) to manage your properties, then apply via our Host Signup page or contact us directly. Your listings will be reviewed to ensure they meet our quality standards, and once approved, your PMS will be connected to seamlessly sync your properties. From there, your listings will go live on the TRU Living platform.

Frequently Asked Questions

FAQ for Guests

FAQ for Property Owners

FAQ for Hosts