SIV Help Centre

On SIV you book a whole resort just for your group. Pick a resort, choose your dates and how many adults, children and infants are coming, add any special requests, then pay online. Your booking is confirmed as soon as the payment goes through, and you get a confirmation email.

When you tap Pay, SIV holds the dates for you for 15 minutes so nobody else can book them while you pay. If you don't finish paying in that time, the dates are released and you can try again.

Adults and children count toward the resort's guest limit. If the resort offers it, infants (up to the age the resort sets) are free and don't count. Some resorts include a set number of guests in the nightly rate and charge an extra-guest fee per person per night above that; you'll see it in the price before you pay.

Yes. At checkout you can tick the special requests the resort offers and add a short note. Requests aren't guaranteed and don't change the price; the resort will do its best.

Your next stay shows as a ticket on your Home screen. When you arrive, tap the small QR code to make it big and show it to the resort staff. They scan it to see that your booking is paid and confirmed.

You can pay by card, GCash, GrabPay or Maya. Payments are handled by PayMongo, a licensed payment company. SIV never sees or stores your full card number or e-wallet login.

Some bookings show a small service fee at checkout. It covers the cost of processing your online payment and is not refunded if you cancel. You always see it before you pay.

If the resort allows it, you can choose to pay a downpayment now and the rest later. The resort decides how the balance is paid: either at the resort when you arrive, or online before a due date. For an online balance, open My Bookings and tap Pay balance (card, GCash, GrabPay or Maya; the same service fee % as at checkout applies). We remind you before the due date. An online balance that isn't paid by the due date cancels the booking automatically, so please pay on time. Once your balance is paid, you get a message and My Bookings shows Fully paid.

Open My Bookings. If you finished paying, your booking appears there as confirmed (it can take a few minutes). If you didn't, nothing was charged and the dates are released within 15 minutes.

If a payment arrives after the 15-minute hold has ended, the dates may already belong to someone else, so SIV refunds the payment in full automatically. You'll see it in My Bookings, and you can book again.

Go to Account → My Bookings, open the booking and tap Cancel. Before you confirm, the app shows exactly how much you'll get back.

Each resort sets its own refund policy (for example: 100% if you cancel 7 days before check-in, 50% if 3 days before). You can read it on the resort's page before booking. Some resorts are non-refundable; this is clearly marked. The service fee is never refunded. When you get a full refund, the online payment processing fee may be deducted; the cancel screen shows it first.

The refund is based on what you actually paid, using the resort's policy. You won't be charged the rest of the balance.

Refunds go back to the card or e-wallet you paid with, through PayMongo. E-wallets are usually quicker; card refunds can take several business days, depending on your bank.

Points you used on that booking go back to your balance in full. Points you would have earned from the stay are not given, since the stay didn't happen.

100 points = ₱1. You earn points on every stay, and they become usable after your check-out date. You also get 100 points for reviewing a stay. See your balance on the Rewards card on your Account tab.

At checkout, choose how many points to use. You need at least 2,500 points, and points can pay for up to half of a booking.

The first sign-ups get 50,000 points (₱500). They're added after your first completed stay worth ₱5,000 or more (the booking's price after discounts).

Share your referral code from the Rewards screen. When your friend signs up with it and completes their first stay worth ₱5,000 or more, you get 5,000 points (₱50).

Tap Inbox at the bottom of the app. Booking confirmations, reminders, refunds, points and replies to your reviews are all kept there, even if you missed the notification on your phone. Tap one to read it in full; archive or delete the ones you don't need.

From your check-out day. Go to My Bookings and tap Leave a Review on that stay. You can post it with your name or as Anonymous, and edit it up to 5 times.

Yes. The resort can post one public reply under your review, and we'll let you know when they do.

On the log-in screen, tap Forgot password and enter your email or username. We'll email you a link to set a new one.

It confirms the email is really yours, so booking confirmations and refunds reach you. You need a verified email before you can pay.

Only what they need to host you: your name, your booking dates, the number of guests and your special requests. They don't see your email or how you paid. See our Privacy Policy for everything we collect and why.

Go to Account → Delete My Account and enter your password. You'll need to cancel any upcoming bookings first (or wait until after your stay). Your points are lost when the account is deleted.

Sign up as a Resort Owner with the owner sign-up code you got from SIV. Then go to Account → Create My Resort and fill in the 5 steps: basics, prices and guests, photos, amenities and house rules. SIV reviews every new resort before guests can book it.

Yes. Descriptions, photos, facilities, house rules, location and similar details save right away in My Resort. Price per night, the extra-guest fee and your refund policy need SIV's approval, and the new values only apply to bookings made after approval. You can follow your requests in Pricing Edit History.

Only while your resort is still waiting for approval. After that, ask SIV.

You get a notification on your phone, an email, and a message in your inbox (the bell at the top of your dashboard) for every new booking and cancellation. Open Bookings to see the guests, special requests and what each stay earns you.

Tap Scan Guest QR and scan the QR code on the guest's phone. You'll see whether the booking is paid and confirmed, if today is the right day, how many guests are coming, their special requests, and any balance still to collect.

Collect the balance, then scan the guest's QR and tap Mark as paid (or mark it in Bookings). The guest gets a message that their booking is fully paid, and scanning the QR again shows Fully paid, nothing more to collect.

Tap Calendar on your dashboard. Tap the check-in day, then the check-out day, and type the guest's name (for one night, tap the day and choose Block 1 night). Only you and SIV can see the name; guests only see that the dates aren't available. To unblock, tap a red date: all nights of that stay are unblocked together, or choose just that night.

Use Calendar Sync so nights booked there are blocked on SIV too (checked every 3 hours, or tap Sync now), and give those sites your SIV calendar link so SIV bookings are blocked there.

Guests pay SIV online. SIV keeps its commission and sends you your share. Each booking's payout shows in Bookings and Reports as Unpaid or Paid, with the date and the transfer reference. If a guest pays their balance online (Pay balance), it's added to your SIV payout, so don't collect it again at the resort.

It follows your refund policy: the part the guest doesn't get back is shared between you and SIV the same way as a normal booking. Reports show the adjusted amount. If SIV had already paid you, SIV will contact you to settle the difference.

It's set by SIV for all resorts and shown in your payout breakdown for each booking.

In Coupons you can create discount codes for your guests (for example for repeat guests). The discount comes out of your share. You can switch a code off any time before it's used.

A limited-time discount on your resort (5% to 70%, or a fixed amount from ₱100) that guests see in Hot Deals and get automatically at checkout.

Yes, it helps. Open Guest Reviews to post one public reply under each review.

An upgrade for your resort: Featured placement, a lower commission and the Pro Dashboard with graphs and reports. Tap Resorts Pro on your dashboard and send a request; SIV will contact you to set it up.