RU and HomeAway FAQ

Topics:

 

Reservations

  • Where can I find my HomeAway bookings in Guesty?

You can view all of your bookings by clicking on "Reservations" in Guesty's top menu. You can also view bookings which originated only from HomeAway by adding a source filter and choosing HomeAway as its value.

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Clicking on a reservation will open the reservation details page where you can view and make changes to the reservations status, financials, guests, payments, inbox and tasks.

Note: You can also view your HomeAway bookings directly in Rentals United by clicking "My Bookings" in Rentals United top menu.

  • How to avoid double bookings when using Guesty, RU and HomeAway?

When we get a reservation from any channel, including Homeaway, we will automatically block the reservation dates across all other connected channels, by that ensuring that double booking are nor created.

We also strongly recommend you update your calendar directly in Guesty and avoid direct changes in the channels themselves.

In the unlikely scenario in which you encounter a double booking, please contact our Support Team.

 

  • Can I cancel a HomeAway booking in Guesty?

 Yes. By changing a reservation status to cancel (Reservation -> Status -> Canceled)

Guesty will send the update to RU indicating that you canceled the reservation and they will forward it to Homeaway.

 

  • How often does Guesty sync bookings to RU?

Guesty sync all bookings and calendar updates in real time in all channels.

 

  • If I receive a booking from Airbnb when will my calendar be blocked in RU?

Once a reservation is confirmed the calendar for that reservation date(s) will be immediately blocked in all connected channels

 

  • I Cannot pre-approve HomeAway guests or click into the reservation

There is no pre-approve option for HomeAway reservations. A reservation from HomeAway is always confirmed.

The way it is represented at Guesty is - a reservation from HomeAway is created in Guesty in 'confirmed' status. The user can cancel the reservation as described above.

 

  • How to clarify your cancellation policy for HomeAway?

If your listing originated from Airbnb, Guesty will set your Airbnb cancellation policy in HomeAway. Otherwise, Guesty will set your cancellation policy to be 50% refund up until 7 days prior to check in.
This means the guests will be refunded 50% of the accommodation fare if they cancel the reservation up to 7 days prior to check in. If the guests cancel less than 7 days in advance, the accommodation fee is not refunded.

Guesty does not support updating the cancellation policy in the Guesty platform at this point.

However, your cancellation policy can be easily updated from your Rentals United account either in bulk or at a property level. Please ask your Rentals United account manager for instructions on how to do this. The cancellation policy, once updated, will then be sent via the API to HomeAway.

 

  • I need to adjust a reservation, but I can’t find where/how to edit it in Guesty.

To adjust a reservation in Guesty (update status, listing or dates) go to the "Reservations" page and click on the desired reservation.

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1. Reservation cancellation

In the reservation page, Guesty supports cancellation of HomeAway reservations via Rentals United. This means that if you cancel a HomeAway reservation in Guesty, it'll be correctly updated in RU and HomeAway.
In order to cancel a reservation set the status dropdown to canceled.

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2. Change Listing for a Reservation

You can assign the reservation to a different listing that is connected to RU and HomeAway. We will update the reservation in Rentals United and HomeAway to reflect the change. It's unadvisable to assign a listing which is not connected to Rentals United and HomeAway since the change will not be reflected in HomeAway. This means that the reservation will remain booked in HomeAway and both listings will be blocked in Guesty, Rentals United and HomeAway.

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3. Alter dates for a reservation

Guesty does not support date alterations for HomeAway reservations in the Guesty dashboard.

However, you can alter reservation dates in Rentals United. Your Guesty dashboard will be updated with the changes made in Rentals United on an hourly basis. 

 

Inquiries

  • Can I view and respond to HomeAway reservation requests via Guesty. If yes - where? What does this look like?

From May 2018 HomeAway reservations are received from RU in confirmed status. You won't be able to receive reservation request (inquiries). 

You can cancel confirmed reservation by changing the reservation status to cancel. This change will update HomeAway though RU that you cancel the reservation. 

 

Payments

  • I can't charge the guest because there is no credit card number for my VRBO booking. Where can I find it?

 Credit cards which are received with the reservations appear in the "Collect a payment" dialog under the "payment method" drop-down. Go to Reservation -> Financials -> Collect a payment -> Payment method

If no credit card appears then either we didn't get a CC or we failed to create a token for it. We suggest turning on the "Failed Credit Card" notification to catch these instances live.. Read further in this help center article

You can also set auto payments according to your payment policy. To read more please check out our Auto Payments article.

 You can use Stripe via Guesty to charge manual reservations.

 

  • Am I obligated to use Guesty's payment processor when connecting my listing to HomeAway?

No, you're not obligated to use Guesty's payment processor in order to connect to HomeAway.

However, HomeAway does require you to set a payment processor during the connection setup.
You are able to see the guest's credit card details for 10 days after the reservation confirmation directly in Rentals United by using the "Click to review" option.

 

  • Is there a way to send a special offer via HomeAway?

Guesty doesn't support special offers at this point. We suggest creating the reservation either locally in Guesty or in Homeaway then editing the invoice item in Guesty to get the required total.

 

Pricing breakdown

  • When a VRBO booking comes through to Guesty, how/where can I view the pricing breakdown?

 Price breakdown is available on the reservation financials tab. Go to Reservation -> Financials.

The breakdown includes accommodation fare, cleaning fee, and taxes. We're planning to add host channel fee in the near future

 

Taxes

  • Where do I add taxes in Guesty?

Taxes are configured either on an account level (Account -> System Settings -> Financials) which applies to all listings. You can also configure taxes specifically for a listing (Listing -> Settings). You can read further in this help center article.

 

  • Do I need to add the same taxes in RU? if yes, why?

Guesty always pushes your tax configuration to RU, therefore you do not need to configure taxes at RU.

For HomeAway and VRBO, the rates and taxes must be configured directly in Guesty. Guesty will feed over rates and taxes through RU and onto HomeAway/VRBO.

 

  • Are taxes included in the payout that comes from HA thru RU to Guesty?

Yes, and Guesty breaks it in the reservation financials accordingly

 

Rental Agreement

  • Where can I add my Rental agreement in Guesty?

Guesty doesn't support rental agreements at this point

 

 

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