Support for Guests and Property Owners: Find What You Need
General questions:
| Question | Answer | |
| 1 | What is the phone number that I can call to contact you? I need your phone number |
For any assistance, please contact our team via +4536950111
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| 2 | What is the email address that I can contact you? |
For assistance with your account or listing, please reach out to our Account Support team at support@your.rentals.
If you require help with your booking, kindly contact our Booking Support team at bookings@your.rentals. For any issues related to your booking, please get in touch with our Resolution Centre at resolution@your.rentals. |
For Property Managers:
Account/Listing
| Question | Answer | |
| 1 | What charges do I pay to list as a host? I would like to know the costs of the service How much is the fee to take bookings on Google Vacation Rentals? |
We do not impose monthly fees; rather, we operate on a straightforward percentage basis for each booking. Our standard service fee is set at 7.5%, which is deducted from the guest's payment, inclusive of any cleaning fees. Additionally, for bookings made through a sales channel, a 15% Channel Fee is applied to account for commissions and bank transfer expenses. This approach eliminates the need for you to manage invoices. Should you have any inquiries or require further clarification, please do not hesitate to reach out. |
| 2 | Can I synchronize the airbnb with your rental to use dynamic prices? Does it means I will not be able to administrate the airbnb account? |
Yes, you can synchronize Airbnb with Your.Rentals to use Dynamic Pricing, but there are a couple of steps you need to follow: 1. Your listings must be published to Airbnb via Your.Rentals. This means there shouldn't be any calendar sync with your own Airbnb host account and Your.Rentals account. 2. If you have your own host account in Airbnb and wish to use Dynamic Pricing in Your.Rentals with AirDNA, you can request for your Airbnb account takeover by contacting support@your.rentals. 3. Once these steps are followed, you'll be able to manage your dynamic pricing effectively. |
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I have houses in ..... How can i rent it in your website? | To get started, create an account and sign up by accessing here. Then, use the Listing Builder to create your property listing—follow the steps for a polished advert. For more guidance, check out the detailed guides available. Once your listing is ready, publish it on your chosen sales channels. We’ll begin sharing it, and it should appear online within 24 hours, though some channels may take up to 30 days. Learn more about the channel manager here. |
| 4 | How to list my guest house with the local currency and not Euro? | Here's what you need to do: 1. Log in to your account using this link. 2. Go to the Edit profile page and click on the "Change currency" link. 3. Select the currency that you want as your new currency and save the changes. 4. Review both the Basic Rates and Seasonal Rates for each of your listings to ensure they are correct in local currency. 5. Use the Preview listing feature to double-check that your rates are accurate in the local currency. 6. From the Listings page, make sure to reactivate your listings. 7. Check your payout method. If you have a different bank account to receive payments in your local currency, delete the old payout method and add the new one to ensure your payments are received correctly. |
| 5 | I would like to rent my house for seasonal rental but I cannot register I'm signing up I need support to register |
To proceed with the registration process, please follow these steps: 1. Navigate to the registration page. 2. Select your preferred login method (Facebook, Google, or click 'Sign Up' to create a new account). Afterward, kindly follow the on-screen instructions to complete your account creation successfully. |
| 6 | I’m new to the platform and accidentally deleted my account. Can you help me reactivate it? | Unfortunately, we are unable to reactivate your account since you have deleted the account. Please create a new account and relist your listing again. |
| 7 | Best title for my apartment/property/house on Airbnb/Booking.com and other sales channel | To craft an effective property title, consider the following essential elements: 1. Highlight Unique Features: Emphasize distinctive attributes, such as "Stunning Views" or "Cozy and Modern." 2. Location: Incorporate information about nearby attractions or sought-after neighborhoods. 3. Amenities: List any notable amenities, such as "Free Wi-Fi" or "Private Balcony." For instance, you might use a title like: "Cozy Apartment with Stunning Views & Free Wi-Fi." Should you have any inquiries or require further assistance, please feel free to reach out. |
| 8 | How to change the title? |
To modify the title of your listing, please follow these steps: 1. Navigate to the Listings section within your account. 2. Select the specific listing for which you wish to update the title. 3. Access the Basic Details section and enter the new title in the Internal Listing Reference Name/Number box. |
| 9 |
I would like to remove my property but my account is suspended
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As your account has been suspended, your listing will not be published on any channels; therefore, there is no need for you to log in to remove it. |
| 10 | Which platforms/sales channel do you support? |
Here is the list of the sales channels that we are supporting currently:
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| 11 | How can I set a new payment method as default | To set a new payment method as your default, you can follow these simple steps: 1. Go to Settings. 2. Under Account, select Payout Preferences. 3. Set your preferred payment method for the account you are currently logged into. Remember, you can set different payout methods for each account, but you can only change the payout preferences for the account that you are logged into at the moment. If you need to set a different payout method for another account, use the Account Switcher in the top right corner of the page and log into the account where you wish to make changes. |
| 12 | I changed my photos but they don't change in the other channels | Your issue has been acknowledged and forwarded to our connectivity team for further investigation. We will keep you informed of any updates via email as soon as possible. |
| 13 | Listing cannot be sent to other platforms | Your issue has been acknowledged and forwarded to our connectivity team for further investigation. We will keep you informed of any updates via email as soon as possible. |
| 14 | May I know why it showing me to Add Guest safety details, as I already do it many time Add Guest safety details |
Here are a few key points you can communicate to your guests: 1. Property Regulations: Ensure your property meets all government and safety codes for your area. 2. Electrical Safety: Fix any exposed wires and make sure all appliances and equipment are properly and safely installed. 3. Housekeeping and Maintenance: Inform your guests during check-in if any housekeeping, gardener, or maintenance personnel will need to visit the property during their stay. Making sure your guests are aware of these points will help them feel secure and well taken care of. |
| 15 | Adding co-host | Sure, I'd be happy to help you with adding a collaborator! Here’s how you can do it: 1. Go to the Collaborators section. You can find this by selecting Collaborators from the options menu or by going to your Profile Page and selecting Collaborators on the left-hand side. 2. Click on Invite new collaborator. 3. Enter your collaborator's contact details. Make sure these details are correct, as they will need to accept the invitation to collaborate with you. 4. Select which listings you would like to share with your collaborator. You can choose specific listings or share all your listings with them. |
| 16 | App no longer works on my mobile phone | Your issue has been acknowledged and forwarded to our technical team for further investigation. We will keep you informed of any updates via email as soon as possible. |
| 17 | Can I have a net price that I want to have and you calculate the various percentages? | Yes, you can certainly input your desired Net amount, and we'll handle the rest! When you enter your desired Net amount, we will add mark-ups to cover sales channel commissions, credit card fees, Your.Rentals commissions, and any other necessary fees to arrive at the Guest price. |
Booking
| Question | Answer | |
| 1 | I can't contact the guest/ Can you contact the guest? | Our team will reach out to the guest on your behalf and will keep you informed via email regarding any updates. |
| 2 | I want to know why the status of our booking from last night is showing as ‘cool off’; what does this mean in regards to us being paid as this sales worrying. | The booking status "Cool-off" indicates that the guest has completed their stay, and you now have a 48-hour period to raise any disputes regarding potential damages to your property. For further information about booking statuses, please refer to our comprehensive help articles in the Bookings overview section. |
| 3 | Booking confirmed with incorrect data | To assist you with the corrections, could you please provide the correct booking details to bookings@your.rentals? This will help us ensure everything is accurate and will keep you informed via email regarding any updates. |
| 4 | Can I delete the reservation? | If you have sent a reservation offer to the guest, you have the option to delete or cancel that offer. However, once a reservation is confirmed, it cannot be deleted. If you find that you are unable to host a confirmed booking, please proceed with canceling the reservation. |
| 5 | The guest no show The guest didn't show up The guest didn't arrive |
Thank you for bringing this to our attention. Our team has acknowledged your issue and is actively addressing it. We will keep you updated via email regarding any updates. |
| 6 | I have a problem with the guests staying at my house | We're sorry to hear that you're experiencing issues with your guests. Please provide more details about the problem by sending us an email to resolution@your.rentals so we can address the issue more effectively. |
For Guests:
| Question | Answer | |
| 1 |
I want details on which specific room I will be renting if I book this place?
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We appreciate your interest in booking with us. Your inquiry has been received, and our team will respond to you promptly via email. Please provide your email address, or alternatively, you may reach us directly at bookings@your.rentals. |
| 2 |
I would like to know where I can find the apartments you rent? I am looking for a rental for couples
I'm a guest and trying to rent room in.... How can I do it? |
If you're looking for a place to stay, please provide the following details:
Our team will respond to you promptly via email. |
| 3 | Payment link | If your booking is not confirmed due to the payment issue, please find the payment link in the email that we sent to us. If your booking is confirmed, provide more details about the problem by sending us an email to resolution@your.rentals |
| 4 |
Booking confirmation
Is my booking is confirmed? |
After completing your reservation, you should receive a confirmation email from us, Your.Rentals. The subject line will be “Booking reference: Your booking is confirmed!”. If you can’t find the confirmation email: - Search your inbox for the subject line mentioned above. - Check your spam or junk folder. - If you still can’t find it, contact us for assistance at: Email: bookings@your.rentals Phone: +45 36950111 |
| 5 |
I want to change payment card on booking
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We appreciate your interest in booking with us. Your request has been received, and our team will respond to you promptly via email. Please provide your email address, or alternatively, you may reach us directly at bookings@your.rentals. |
| 6 |
I would need the property's contact details for my reservation
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On your booking details page, look for the “Your check-in contact” section. You will find the host’s contact details, which includes the phone number or messaging option. |