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Effective 10 September 2026

Listing Policy

This Listing Policy sets the standards a property must meet to be published on and remain on the Mati Trip marketplace through MatiNext. It forms part of the Terms of Use. We may update it from time to time.

1. Who can list

  • Legally operating accommodation — hotels, resorts, guest houses, homestays, apartments — with the right to sell overnight and/or day-use stays.
  • You must be the owner or an authorised representative of the property.
  • The property must hold the licences and registrations required by local law and be safe and habitable.

2. What a complete listing needs

  • Basic information: correct legal/display name, property type, star rating, description and full address with an accurate map pin.
  • Rooms & rates: at least one bookable room type with real occupancy limits, bed configuration, and a priced rate plan (nightly and/or the Day Use hourly rates), inclusive of or clearly stating taxes.
  • Availability: accurate inventory for the dates you want to sell.
  • Photos: a minimum set of clear, recent, genuine photographs of the exterior, rooms, bathrooms and key facilities.
  • Policies: check-in/out times, cancellation policy, child and extra-bed policy, and house rules.
  • Finance & legal: valid bank account for payouts and the KYC details/documents we request (e.g. PAN, GSTIN where applicable, ownership or address proof).

3. Review & approval

Every new property is reviewed by our team before it goes live. We check that the information is complete and plausible, the media meets our standards, and the finance/legal details and documents are consistent. We may approve, request changes, correct a display name, or reject a submission. A rejected or delisted property can be resubmitted once the issues are fixed. Approval is not an endorsement and can be revoked if standards are not maintained.

4. Content standards

  • Truthful: photos and descriptions must represent the actual property and rooms currently on offer. No stock imagery, renders, competitor photos, or heavily edited images that misrepresent the space.
  • Relevant: no watermarks, promotional text, phone numbers, emails, URLs, QR codes, prices or off-platform booking instructions embedded in photos, videos or descriptions.
  • Appropriate: no offensive, discriminatory, misleading, or unlawful content; no personal data of guests or third parties.
  • Reels/videos: your own footage of the property or its surroundings, appropriate for all audiences.

5. Pricing & availability integrity

  • Rates and taxes shown must be the true, all-in amount a guest pays for the stay you offer.
  • Keep availability current to prevent overbooking. If you connect a channel manager, its rates and inventory are your responsibility.
  • We expect rate parity: the Mati Trip rate for a comparable room and date should not be worse than what you offer on your own direct channels or other major platforms.
  • No bait pricing, hidden mandatory fees, or forcing a guest to pay more than the booked amount at the property.

6. Fulfilling bookings

  • Honour every confirmed booking at the confirmed price and terms.
  • Respond promptly to booking, payment-verification and guest-related actions in MatiNext.
  • Provide the room type booked or a free upgrade; never downgrade or relocate a guest except for genuine, unavoidable reasons, in which case you must arrange suitable alternative accommodation at no extra cost.
  • Apply your stated cancellation policy consistently.
  • Do not solicit guests to cancel and rebook off-platform.

7. Guest experience

Maintain the cleanliness, safety, amenities and service level implied by your listing and star rating. Persistent low ratings, verified complaints, safety issues, or a pattern of cancellations or no-shows by the property may lead to reduced visibility, re-review, or delisting.

8. Grounds for delisting

  • Inaccurate, misleading or fraudulent listing information, media, pricing or availability.
  • Repeated failure to honour bookings, walking guests, or off-platform diversion.
  • Invalid, unverifiable or mismatched finance/legal details.
  • Unlawful operation, loss of a required licence, or serious safety concerns.
  • Breach of the Terms of Use or this Policy.

Depending on severity we may ask for a fix within a set time, suspend visibility, or remove the listing. Amounts owed to guests may be recovered from your payouts.

9. Contact

Questions about a review decision or this Policy: support@matiwon.com.

Questions? Email support@matiwon.com