Help Centre

NuvoNook is an accommodation marketplace for Indonesia that connects guests with hosts renting villas, apartments, houses, hotel rooms, and other properties for short-term stays. You can search, book, pay, and check in — all in one platform.

Guests need an account to book stays and manage trips. Hosts need an account to create a hosting workspace and list properties. Creating an account is free and does not require email confirmation.

Click "Sign In" on the home page, then create an account with your email and password. After signing up, you can immediately search for stays and save favourites.

After signing in, click "Become a Host" in the sidebar. Name your business and complete the workspace setup. You can then add properties, set pricing, and start receiving bookings.

NuvoNook currently supports Indonesian (Bahasa Indonesia) and English. You can switch languages at any time from the sidebar.

Yes, hosts can list properties in any city in Indonesia. You can search for accommodation in Bali, Jakarta, Yogyakarta, Bandung, and other destinations.

Use the Search page to search by city, check-in/check-out dates, and number of guests. You can also filter by property type, price range, number of bedrooms, amenities, instant-book availability, and cancellation policy.

Instant booking lets you book without waiting for host approval. The reservation is confirmed as soon as payment succeeds. Hosts can choose to enable or disable instant booking per listing.

If a listing does not support instant booking, your booking enters a "pending approval" state. The host has time to accept or decline. You are not charged until the host accepts.

The total consists of the nightly rate multiplied by the number of nights, a cleaning fee if applicable, and a 12% service fee. Promo codes can reduce the total. All prices are shown in Indonesian Rupiah (IDR).

Yes, you can book on behalf of another guest. Make sure the name and contact details entered are correct. You remain responsible for the booking as the booker.

After payment succeeds, you receive a booking confirmation with property details, dates, and check-in instructions. You can view all bookings on the Trips page.

Payments are processed through Stripe, which supports major credit and debit cards. NuvoNook does not store your card number on our servers.

You are charged when the booking is confirmed. For bookings requiring host approval, you are only charged after the host accepts.

Each listing has a cancellation policy set by the host: Flexible (full refund up to 24 hours before check-in), Moderate (full refund up to 5 days before), or Strict (full refund up to 30 days before). Refund details are shown before you book.

Go to the Trips page, select the booking you want to cancel, and click "Cancel". The refund amount depends on the listing’s cancellation policy and how many days before check-in you cancel.

Refunds are processed immediately on our side, but may take 5-10 business days to appear in your bank account, depending on your bank and payment method.

Yes, for upcoming bookings you can request date or guest count changes from the Trips page. Changes require host approval and may affect the total price.

Go to the Listings page, click "Add Listing", and fill in the details: title, description, property type, location, pricing, capacity, amenities, house rules, and photos. You can save as a draft or publish immediately.

Each listing has an availability calendar. You can block specific date ranges for personal use or maintenance, and see which dates are already booked by guests.

Incoming bookings appear on the Bookings page. For non-instant listings, you can accept or decline requests. For instant listings, bookings are confirmed automatically.

Guest payments are processed through Stripe. Your earnings are tracked per booking and can be viewed on the Bookings page.

Yes, under Settings you can invite team members by email and assign roles: Owner, Admin, Co-host, Viewer, or Member.

Superhost is a recognition for hosts who meet the criteria: average rating of 4.8 or higher, at least 10 reviews, and hosting for 1 year or more. The Superhost badge appears on your host profile.

Hosts can connect TTLock smart locks to their listings. The system automatically generates a passcode for each reservation, valid only during the guest’s stay dates.

Once your booking is confirmed and the check-in date approaches, go to the Trips page. Check-in instructions and the passcode (if the property uses a smart lock) will be shown in the booking details.

Hosts connect their TTLock credentials on the Locks page, link locks to specific listings, and the system will automatically generate passcodes for each booking.

Yes. Passcodes are unique per reservation and only active during the guest’s stay dates. After check-out, the passcode is automatically deactivated.

After check-out, you have 14 days to leave a review. Give an overall 1-5 star rating and optionally score six categories: cleanliness, accuracy, communication, location, check-in, and value.

Yes, hosts can post a public response that appears below the guest’s review on the listing page.

First, contact the host through messages in the Inbox. If the issue cannot be resolved, you can open a dispute. Platform admins will review and help resolve it.

Use the abuse report form accessible from the Abuse Guidelines page. Choose the relevant category, provide as much detail as possible, and a platform admin will review your report within 48 hours.