Help
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Getting started
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- Getting started
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Getting started
Getting started
Once you have filled in the initial registration form, you will be directed to a ‘Welcome to Rentalsystems’ page where you will be briefed on the property listing process and then you click a Get Started button. Then you must read a list of bullet points regarding our system, select the tick box to confirm that you have read and understood these, and then you can click the Create my advert button to start creating property adverts.
There are 6 stages involved when creating a property:
- Property details;
- Location details;
- Prices and availability;
- Booking settings;
- Photos and videos;
- Directions.
Each stage has a series of steps to complete. Your entries are saved so you can go back and fill them in later. The process is the same for owners, agents and affiliates.
Once you are happy with your property advert, you will be directed to the ‘Go live’ page. You will then need to pay the activation fee of £1.00, $1.00 or €1.00. The property advert will be checked and approved by us. Occasionally, we decline properties. If we do, we will be in contact to talk about why and give you some hints and tips on how to make your property advert the best it can be!
Once your activation fee has been paid, your property will be published on the Clickstay website. You can now start to accept bookings and messages from renters. You can come back at any point to add extra properties to our website, and you can access your adverts at any time to change details or add discounts.
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Our fees
Our fees
Activation fee - There is a one-off start-up fee of £1.00, $1.00 or €1.00 and from then on you can upload unlimited property adverts that will appear on the Clickstay website.
Commission charges - We charge 10% commission when a booking is made via the Clickstay website. For bookings made via an owner’s website or the Rentalsystems property page, which is powered by Rentalsystems, we charge:
- 2% commission for on-request bookings;
- 0% commission for instant bookings.
Please note that there is a ‘Payment charge’ to the renter:
- Clickstay bookings, the renter is charged 4.5% (capped at £75.00, $120.00 or €90.00);
- Rentalsystems bookings, the renter is charged 2.5%.
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How we work
How we work
Rentalsystems is the sister website to Clickstay.com, a holiday rentals website with adverts for over 12,800 holiday homes in 71 countries around the world. The Rentalsystems website provides a platform for you to advertise your holiday property to millions of potential renters, manage your bookings and payments, and message attracted renters. We charge you a small amount of commission and in exchange, we advertise your properties on our website, we provide marketing via our blog, our social media sites, and our newsletter, and our customer services team are there for a phone call if you ever need some help.
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My account
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- My account
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My details
My details
In order to view your account details, select ‘My account’ from the drop-down at the top right-hand corner of the Rentalsystems homepage. It is important that you keep your contact details up-to-date so that we can contact you when we need to. Once you have changed your details, make sure you click Save at the bottom of the page.
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Edit profile
Edit profile
On your account details page, there is a section named 'Edit profile’ on the left-hand side. We recommend you right a little bit about yourself here, because it will appear on your property adverts and renters appreciate a more personal booking experience.
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Additional users
Additional users
On your account details page, there is a section named ‘Additional users’ on the left-hand side. Here, you can create alternative login details for anyone who will be helping you with account management. You can give your additional users access to certain areas of the account by selecting from the ‘Access level’ tick boxes. For example, if you are an agent, you might want your employees to be able to access the ‘Property area’ but not the ‘Payments area’.
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Changing my password
Changing my password
In order to change your password, you need to select the section named ‘Login details’ which is on the left-hand side of your account details page. You must enter your current password in the first field, then enter the new password in the second field, and then repeat this new password again in the third field to confirm. Please note that you cannot change your username.
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Properties
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- Properties
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Creating a property
Creating a property
For your first property, select the ‘Properties’ tab at the top of the page, and this will show a list for your property adverts. Click on the Edit property button and you will then need to complete 6 steps before your property advert can go live. These steps will appear on the left-hand side and a red cross will change to a green tick next to each step once it has been completed.
For additional properties, click the List my property button which can be found at the top right corner of every page. Each time you add a new property, you must read a list of bullet points regarding our system, and click a button to confirm that you have read and understood these. When you are ready to create your property, click Create my advert.
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Property details
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- Property details
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What property information should I include?
What property information should I include?
Under the ‘Property information’ section, you must enter the name of your property, a small and accurate summary of the property for the Search Results page, the property type, the maximum number of guests accepted, and a long, accurate, and detailed description of the property and its location. This description should include suggestions for activities, restaurants, amenities, and transport in the area.
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How do I add bedrooms?
How do I add bedrooms?
Under the ‘Room details’ section, you must specify how many bedrooms, your property has, and the number of beds listed must add up to the maximum number of guests accepted. Once you have selected the number of bedrooms from the drop-down list, you will be able to select the number of beds within these bedrooms using a series of further drop-down lists. There will be a tick box to select if the bedroom is an En Suite. You must also specify the number of double sofa beds, single sofa beds, and cots at the property.
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Location details
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- Location details
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Choosing a country
Choosing a country
Under ‘Location details’ you must choose the country where your property is located from the drop-down list. If you cannot see your country, then you can click on the ‘request new location’ link, and we will check and approve this new location.
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Placing a pin on Google Maps
Placing a pin on Google Maps
In the ‘Map’ section of the ‘Location details’, you must place a pin either on the exact location of your property or in the general area. We recommend that you place the pin as close to the property as possible to ensure that renters find a property within their ideal destination.
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Settings distances
Settings distances
In the ‘Location details’ section, there are fields in which you can enter distances from the property to various attractions in the region. For example, if your property is close to the beach, this will be one of its selling points and this should be advertised. Please be as accurate as possible, to avoid disappointing your renters.
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Prices and Availability
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- Prices and Availability
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Property prices and availability
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- Property prices and availability
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How do I set my pricing type?
How do I set my pricing type?
Set your property up with weekly or nightly pricing. If you select weekly pricing, and a booking is made for less than 7 nights; we will divide the weekly price by 7 and multiple it by the number of nights requested. For nightly prices, the nightly price is multiplied by the number of nights requested.
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How do I set my currency?
How do I set my currency?
A property can be set up to receive payments in £ (GBP), $ (USD) and € (EUR). Please be aware that the currency you set your property in is the currency that we will make payment to you in. Choose from the drop-down which currency you would like renters to make payment in.
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How do I add property prices?
How do I add property prices?
Click the Add prices and availability button and a pop out will appear. From here, you must select the dates you would like to set prices and availability for, and enter your weekly or nightly price. You can also set up the minimum stay in your property for these dates, changeover days and if you would like to only accept bookings that are multiples of 7 nights only (7, 14, 21, etc). Click Add and when the pop out closes you will see the prices and availability (minimum stay, changeover days and multiples of 7 nights) displayed in a table. To edit your property prices, click View and when you are finished making changes click Update. To delete a property price, click the rubbish bin icon.
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How do I set unavailable dates?
How do I set unavailable dates?
Select the start and end date you would like to make unavailable and click Add. These will appear in a table; to edit these click View and when you have made changes click Save changes. To delete unavailable dates, click the rubbish bin icon.
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How do I automatically roll my prices over?
How do I automatically roll my prices over?
If you would like your property to the same prices for 24 months, select the tick box next to ‘Automatically roll over my prices’. To use this feature you must have at least 12 months of property prices set. The previous 12 months of prices and dates will automatically be set for the next 24 months. Please note, we will not over-ride any prices and dates you may have already set for the next year, we will only over-ride those prices and dates that have not yet been set.
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How do I use iCalendar to sync my Rentalsystems calendar with another?
How do I use iCalendar to sync my Rentalsystems calendar with another?
If you are listing your property on multiple sites, you can use iCalendar to keep its availability in sync and prevent double bookings for the same holiday period. Correctly setting up an iCalendar feed will ensure that your property availability stays up to date across different sites that support it and you won’t have to manually log into each site to mark the dates unavailable when you receive a new booking.
Please note that you can use the iCalendar to synchronize your availability but not your pricing – you will still have to set that manually on each site you use.
What is iCalendar (or iCal)?iCalendar is a standardized file format that is commonly used to share digital calendars. The format is supported by Google calendar, Outlook, HomeAway, Airbnb and many other companies.
Import calendarFollow the steps below to import availability from an external calendar which supports the iCalendar format:
- Log in Rentalsystems and go to the calendar page of the property you wish to sync
- Scroll down to “Import/Export calendar using iCalendar (iCal)”
- Click the “Import calendar” button
- Give a name to the calendar
- Specify the URL to the iCalendar feed. Typically this will be a link to an .ics file e.g. https://calendar.google.com/calendar/ical/xxx/xxxxxx/basic.ics
- Click “Import”
As soon as you import the calendar, the imported dates will be blocked in your Rentalsystems calendar and guests won’t be able to book / request a booking for those dates.
After the initial import, the iCalendar feed will be:
- Checked and updated every 4 hours automatically
- Checked and updated whenever a new booking is being made on either clickstay.com or rentalsystems.com sites. If the period has become unavailable, the booking won’t be made and the renter will receive a message that the property is no longer available for these dates.
Export calendarFollow the steps below to export your Rentalsystems calendar:
- Log into Rentalsystems and go to the calendar page of the property you wish to sync
- Scroll down to “Import/Export calendar using iCalendar (iCal)”
- Click the “Export calendar” button
- Copy and paste the calendar URL into the website or application you want to export the calendar to.
Rentalsystems iCalendar feed will always be up to date and will contain information about the bookings made on clickstay.com and rentalsystems.com – as well as unavailable periods set on the availability calendar.
When you export the Rentalsystems calendar to another website or application, it is the responsibility of this external system to check the feed regularly and prevent any possible double bookings.
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Booking settings
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- Booking settings
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Breakage cover
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- Breakage cover
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What is a breakage cover?
What is a breakage cover?
A breakage cover is a sum of money set by you in case of any breakages and/or damages that may occur during a renters stay at your property. You as the owner or property manager must specify which (if any) breakage cover is required for bookings at your property. You must also state the number of days after a renter’s check-out date that you require in order to check their property for breakages and/or damages if the Renter pays the Refundable Breakage Deposit. If the Renter pays the Non-Refundable Breakage Waiver you will have 14 days after a Renter’s check-out in order to check their property for breakages and/or damages. A breakage cover may be paid through Clickstay; this includes the Non-Refundable Breakage Waiver and Refundable Breakage Deposit. If you select one of these options, in the unlikely event that something is damaged, a claim will be handled through our system.
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What is a Non-Refundable Breakage Waiver?
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What is a Refundable Breakage Deposit?
What is a Refundable Breakage Deposit?
A refundable breakage deposit is a refundable amount of money set by you as the owner or property manager. The money is protected and held by us; if you make a breakage claim after the renters stay you must do this through your Rentalsystems account before the claim expiry date. If no claim is made we will automatically refund the full amount to the bank account the renter made the payment from. Please note, we also charge a £10.00, $20.00 €14.00 processing fee for the refundable breakage deposit which will be deducted from your Rentalsystems account.
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How can I handle the breakage cover myself?
How can I handle the breakage cover myself?
If you would like the breakage cover to be paid directly to you (so you handle claims and refunding the money back to the renter yourself) you must add a ‘Compulsory extra paid locally’.
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Extras
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- Extras
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How do I set up an extra for my property?
How do I set up an extra for my property?
These are charges that are paid in addition to the accommodation cost. To set an extra click Add extras, and a pop-out will appear. Now you need to enter a description of your extra charges. Choose either ‘Compulsory’ (it will apply to all bookings) or ‘Optional’ (renters will have the option to add the extra to their booking), and when and how the extra should be paid. Next, choose if the extra applies all year round or for specific dates.
Extras can be based on booking length or occupancy (for example, you might want to charge an extra fee per night for bookings of more than 14 nights, or you might want to charge an extra fee per person if the number of guests is larger than what you usually accept). If you have an extra based on booking length or occupancy, select ‘Yes’. You will then need to specify the details of the booking length or occupancy when it applies.
Enter the price and choose if it is calculated per booking, per week or per day, and click Save changes.
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Discounts
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- Discounts
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How can I set discounts for my property?
How can I set discounts for my property?
Automatic discounts can be set up based on the booking and arrival date (early and late) or length of stay. If more than one discount applies to a booking, we will apply the one that gives the largest discount. Please note that all discounts set will apply from the arrival date for the whole booking.
To set a discount for a property, under the ‘Discounts’ section on the left-hand side, click Add next to the discount type you would like and a pop-out will show. In the pop out choose the arrival date range, and:
- Early booking discount: enter the number of days/weeks/months before arrival;
- Late booking discount: enter the number of days/weeks/months within arrival;
- Long stay booking discount: enter the minimum length of the booking in days/weeks/months.
You must choose whether you would like the discount to be an amount or a percentage off the booking, then enter the figure to be applied and click Save changes.
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Photos
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- Photos
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How do I add photos?
How do I add photos?
Select the ‘Photos’ section under the ‘Edit advert’ list on the left-hand side of property set-up page. Then click on the Add photos button. We recommend that you upload at least 15 photos per property advert, but you can display as many as you like. We also strongly recommend that you use high-resolution and professional quality photos because renters will prefer these. If your photos are not appropriate or of a poor quality, we may decline your property advert and ask you to upload suitable photos.
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How do I add videos?
How do I add videos?
Under the ‘Photos’ section there is also an option to add videos. To do this you need to upload your video to your Youtube channel, then just copy and paste the URL into the field and click the Add video button. We recommend adding a video of your property, renters love to have a virtual tour before they book!
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Directions
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- Directions
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What directions should I give the renter?
What directions should I give the renter?
Your directions to the renter should be clear and concise. There are two different sections to fill in: ‘Directions to the property from the airport, port or train station’ and ‘Key collection and additional instructions’.
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When does the renter receive directions and key collection instructions?
When does the renter receive directions and key collection instructions?
This information is automatically sent to the renter once they have paid for the booking in full.
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Can I upload supporting documents?
Can I upload supporting documents?
Yes, we strongly advise that you provide additional maps. There is an option to upload these on the ‘Directions’ page.
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Promoting my property
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- Promoting my property
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How can my property appear at the top of the Search Results?
How can my property appear at the top of the Search Results?
Once you have completed a property advert and it has gone live, you can decide to pay for a spot at the top of the Search Results. This will cost £48.00 (including Vat) for 1 month, £90.00 (including Vat) for 3 months, and £216.00 (including Vat) for 12 months. These prices can also be paid in € (Euros) and $ (US Dollars). On average, we have found that properties appearing at the top of the Search Results page receive twice as many booking requests.
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Instant booking
Instant booking
If you keep your calendar up-to-date, you can set your advert to automatically confirm bookings without any interaction from you. It is really useful for renters when they have found a good price for flights (or other transport means) because they can book everything at the same time. It speeds up the renters booking process meaning they are more likely to pay. These properties receive on average twice as many bookings as on request properties.
If you want to set your property as instant booking, then click ‘Instant booking’ under ‘Others’ on the left-hand side of the property page. You will then have to agree to the instant booking terms and conditions. We recommend you then apply some filters so that instant confirmation bookings are subjected to conditions that you set. These include:
- Arrival date - select a from and to date;
- Minimum notice period between the booking being made and arrival date;
- No single gender booking;
- Minimum age - this is the age all members of the party must be over;
- Children filter.
For example, if you need a certain amount of days to prepare the property for guests, then you can set a ‘Minimum notice period’ so that bookings are made a certain amount of days before the arrival date. If a filter is triggered, the booking is not refused but automatically turned into a ‘booking request’ for you to confirm or decline.
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Request booking
Request booking
On-request properties require you to confirm the booking, and payment for on-request properties does not need to be made until after you have confirmed the booking. The amount of time the renter has to pay the deposit (or full amount depending on check-in date) is set by you under ‘Prices and availability’ > ‘Renter payment settings’. We recommended that you respond to all booking requests at your earliest convenience.
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Reviews
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- Reviews
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How do renters submit reviews?
How do renters submit reviews?
When your guests have returned from your property they will receive an email from us giving them the opportunity to submit a review about their stay. We publish all reviews, providing they are well-written, constructive and are not a personal attack against a third party. Once a review has been approved and published, we will give you the opportunity to reply.
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How do I submit reviews for bookings I have received outside of Clickstay?
How do I submit reviews for bookings I have received outside of Clickstay?
You do not necessarily need to wait for Clickstay customers to write a review of your property. In the ‘Reviews’ section under ‘Others’ on the left-hand side of the property details page, you can submit reviews you may have received from renters outside of Clickstay. Please allow 72 hours for reviews to be published on your property advert because they need to be read and approved by us.
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Discount codes
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- Discount codes
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How do I add a discount code?
How do I add a discount code?
Under the ‘Other’ list on the left-hand side of the property page, there is an option to add discount codes. Click on the Add discount code button. You will then be asked to name the code, for example, you may call it ‘early booking discount’ or ‘winter sale’. You will then need to create the code itself, and set the money which will be taken off the booking, either as a set amount or as a percentage.
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Turning a property off
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- Turning a property off
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How do I turn my property advert off?
How do I turn my property advert off?
If you need to turn your property off (for example, you are no longer able to rent your property) then you simply need to click on the ON/OFF toggle underneath your property advert.
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Bookings
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- Bookings
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New booking requests
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- New booking requests
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How do I know if I have a new booking request?
How do I know if I have a new booking request?
The number of new bookings will be displayed on your Rentalsystems dashboard and in the menu bar. Click Bookings on the menu bar and you will see details of all new on-request bookings waiting action from you. To view the booking details click the Confirm and view button.
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How do I confirm a booking?
How do I confirm a booking?
Before you confirm a booking, please check the full booking details. Go to the Bookings tab, click the Confirm and view button to see the full booking details. On this page you will see the booking dates, breakdown of costs and due dates, booking source (Clickstay or Rentalsystems), and the party details. When you are ready to confirm the booking, click the Confirm button at the top right of the page. On the next page you must confirm that you have read and understood the booking source and our charges for the booking. You will then be given the option to include a message to the renter with the confirmation. Click Confirm booking, a pop out will show asking you to confirm, click Yes and the renter will be notified. They will need to pay the deposit (or make full payment) based on the property set up to secure the booking.
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How do I decline a booking?
How do I decline a booking?
To decline a booking, click the Decline booking button at the top right of the page. Select the reason for declining the booking or enter a message that will be sent to the renter. If you have another suitable property that you could offer the renter as an alternative, click the tick box next to recommend an alternative property. A list will appear for you to select these alternative properties.
If you are declining the booking because the dates are no longer available, ensure you keep the tick box Make these dates unavailable selected. We will automatically mark these dates as unavailable in the calendar for this property. These dates can also be changed by clicking the from or to dates.
Click Decline booking, and then click Yes in the pop-out for the renter to be notified.
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How do I confirm and move a booking?
How do I confirm and move a booking?
To move and confirm a booking to a different property than was originally booked, click the Confirm and move booking button at the top right. Filter the results by property type, pool type, location and select the property you would like to confirm and move the booking to. You will have the option to:
- Keep prices, discount, extras and payment schedule as per the original booking;
- Update prices, discounts, extras and payment schedule based on the property set up.
You must confirm that you have read and understood the booking source and our charges for the booking. Enter a message to the renter and click Move and confirm. A pop-out will show asking you to confirm, click Yes and the renter will be notified. They will need to pay the deposit (or make full payment) based on the property set up to secure the booking.
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Confirmed bookings
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- Confirmed bookings
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How do I edit dates?
How do I edit dates?
Click Amend dates on the ‘Manage booking’ panel and you will see the current arrival and departure date. To change these, click on the current arrival/departure date and a calendar will appear for you to choose new dates. You can amend the dates on a booking so that it no longer complies with the changeover days and minimum stay that you have set for your property – a warning message will show to make you aware of this, but you may choose to ignore it.
When you have changed the booking dates, you will have the option to:
- Keep prices, discount, extras and payment schedule as per the original booking;
- Update prices, discounts, extras and payment schedule based on the property set up. Please note you may only select this option if no payment has been made.
Enter a message to the renter and click Update booking.
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How do I edit prices?
How do I edit prices?
You can edit the prices of a booking if it has not been fully paid for; click Amend prices under the ‘Manage booking’ panel. The current costs of the booking will be displayed and you can enter a new amount into the ‘Accommodation cost’ field. The ‘Clickstay payment charge’ and ‘Total cost’ amounts will automatically be updated. If the renter has already paid the deposit, the balance will be updated to reflect the change in prices. If no payment has been made, the deposit and balance amounts will be updated. Please be aware that when you change your prices, the renter may want to cancel their booking, and they would be entitled to a full refund.
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How do I add an extra?
How do I add an extra?
To add an extra to a booking, click Amend prices; from here you can add an extra to be paid with booking or locally. Scroll down to the type of extra you would like to add and click Add new extra. Enter a description and the cost of the extra or select from the drop-down ‘Add existing extra’ and the ‘Payment schedule’ will be automatically updated. Enter a message to the renter including details of any changes and click Update.
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How do I give the renter a discount?
How do I give the renter a discount?
To add a discount to a booking, click Amend prices and scroll down to the heading discounts. Click Add new discount, and you will need to enter a description and the discount amount, and the details under ‘Payment schedule’ will be updated. Enter a message to the renter including details of any changes and click Update.
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How do I change the deposit or balance payment amount?
How do I change the deposit or balance payment amount?
To change the deposit or balance payment amount, click Amend prices and scroll down to the heading ‘Payment Schedule’. Next to ‘Deposit’ enter a new amount into the field. The balance will be automatically updated to reflect the change in deposit amount. Please note that the deposit cannot be lower than 25% of the total cost. Enter a message to the renter including details of any changes and click Update.
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How do I change deposit and/or balance payment due dates?
How do I change deposit and/or balance payment due dates?
To change the deposit and/or balance payment due dates, click Amend prices and scroll down to the heading ‘Payment Schedule’. Next to ‘Deposit’ you can change the due date so the renter has up to 5 days to pay the deposit following your confirmation. The balance due date can be changed to any date up to 1 day before arrival date.
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How do I edit renter details?
How do I edit renter details?
To edit the renter details, click Edit renter details and you will see a table displaying all party member details. You can edit a renter’s details by clicking in the relevant field, delete a renter by clicking the bin icon. To add a new person, click Add a new party member and a new line will appear in the table for you to enter the renter’s details. Enter the renter’s details and click Add. Please note that the number of renters you can add to a booking on this page is not restricted to the maximum number of people the property sleeps (based on what you have set for the property).
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How do I add notes?
How do I add notes?
To add notes to a booking, click Add notes, enter the note into the field, and click Add. Please note that any notes you add to a booking will not be shared with the renter. They are for your reference only.
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How do I view and/or print the booking contract?
How do I view and/or print the booking contract?
To view the ‘Booking Contract’ between you and the renter, click View/print booking contract and it will open in a new tab. Right click on the page to save the ‘Booking Contract’ or print it.
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How do I see the renter’s arrival details?
How do I see the renter’s arrival details?
When the renter pays the balance of the booking they will also be asked to enter their arrival details. You will be informed by email when they have added these. To view this information, click Renter arrival details and you will be able to see their flight details, property arrival and departure dates and times, and any additional information they have included.
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How do I move a booking to a different property?
How do I move a booking to a different property?
If no payment has been made towards a booking and you have at least one other property available for the dates, you can move the booking to this property. Click Move booking, and select the tick box next to the property you would like to move the booking to. Enter a message to the renter including details of any changes and click Move and confirm. Please note that when you move a booking, the booking prices will remain the same as the original property booked. Please be aware that when you change the property, the renter may want to cancel their booking as the new property may not meet all their requirements.
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How do I refund a renter?
How do I refund a renter?
To refund a renter, they must have paid the deposit and/or balance. You must have available funds in your Rentalsystems account for the currency the booking was made in. Click Refund customer and read the information at the top of the page. Please note that you must not use this section to refund the renter if you are going to cancel the booking as this will be done automatically by the system. The breakage cover cannot be refunded from here.
To refund the renter, tick that you have read and understood the information at the top of the page, and enter an amount in the ‘Refund amount’ field. Include a ‘Note’ and select Refund, and on the confirmation pop-out click Yes.
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How do I cancel a booking?
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- How do I cancel a booking?
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Cancelling a Clickstay booking
Cancelling a Clickstay booking
Before you cancel a booking please read the information below carefully. It includes details on any fees you may incur.
- On request booking: cancelled by the owner
- On request booking: cancelled by the owner
- Confirmed booking where deposit is paid and balance is not overdue: cancelled by the owner
- Confirmed booking where deposit is paid and balance is not overdue: cancelled by the renter
- Confirmed booking that is fully paid (including breakage cover): cancelled by owner
- Confirmed booking that is fully paid (including breakage cover): cancelled by renter
There is no charge.
There is no charge.
Owner is charged Clickstay commission for whole booking, Clickstay payment charge, £50 cancellation fee. Renter is refunded everything they have paid.
Renter is charged the deposit. Owner receives deposit minus Clickstay commission for whole booking and Clickstay payment charge.
Owner is charged Clickstay commission for whole booking, Clickstay payment charge, £50 cancellation fee. Renter is refunded everything they have paid. We do not charge the owner the breakage waiver if the renter has paid this.
Renter is charged the deposit and a percentage of the balance.
Deposit: owner receives deposit minus Clickstay commission for whole booking and Clickstay payment charge.
Balance: the owners receives this based on the cancellation terms for the property.
Breakage cover: Refundable breakage deposit is refunded. Breakage waiver is not refunded.
To cancel a booking, click Cancel booking and on the next page tick that you have read and understood the information displayed. Enter a message to the renter and click Cancel booking, and on the pop-out click Yes.
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Cancelling a Rentalsystems booking
Cancelling a Rentalsystems booking
Before you cancel a booking please read the information below carefully. It includes details on any fees you may incur.
- On request booking: cancelled by the owner
- On request booking: cancelled by the owner
- Confirmed booking where deposit is paid and balance is not overdue: cancelled by the owner
- Confirmed booking where deposit is paid and balance is not overdue: cancelled by the renter
- Confirmed booking that is fully paid (including breakage cover): cancelled by owner
- Confirmed booking that is fully paid (including breakage cover): cancelled by renter
There is no charge.
There is no charge.
Owner is charged Clickstay commission for deposit payment, Clickstay payment charge, £50 cancellation fee. Renter is refunded everything they have paid.
Renter is charged the deposit. Owner receives deposit minus Clickstay commission for deposit payment and Clickstay payment charge.
Owner is charged Clickstay commission for deposit payment, Clickstay payment charge, £50 cancellation fee. Renter is refunded everything they have paid. We do not charge the owner the breakage waiver if the renter has paid this.
Renter is charged the deposit and a percentage of the balance.
Deposit: owner receives deposit minus Clickstay commission for deposit payment and Clickstay payment charge.
Balance: the owners receives this based on the cancellation terms for the property.
Breakage cover: Refundable breakage deposit is refunded. Breakage waiver is not refunded.
To cancel a booking, click Cancel booking and on the next page tick that you have read and understood the information displayed. Enter a message to the renter and click Cancel booking, and on the pop-out click Yes.
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Completed bookings
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- Completed bookings
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Breakage claims
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- Breakage claims
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How do I submit a breakage claim?
How do I submit a breakage claim?
A breakage claim can be submitted if the renter has paid a breakage cover. If any damages have been made to your property during the renter’s stay, you must submit a breakage claim after the departure date but before the claim expiry date. The claim expiry date is based on what you have set in ‘Property prices’ > ‘Breakage cover’ > ‘Time needed to check for breakages after departure date’.
To submit a breakage claim select the booking from the 'Bookings' tab and click Submit breakage claim and in the field next to ‘Breakage claim amount’ enter the amount your claim is for. This cannot be higher than the breakage cover amount. Include full details regarding the claim you are submitting, and ensure that you upload supporting documents; receipts, photographs and evidence of breakages in your property. Click Submit breakage claim and your claim will be sent to us to check. The renter has 7 days to dispute the claim from the date it is submitted. If the renter disputes the claim after we have approved it, you will need to manage this with them directly.
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Can I make changes to a breakage claim after it has been submitted?
Can I make changes to a breakage claim after it has been submitted?
If you have submitted a breakage claim but it has not yet been approved or declined by us, you can edit the details of the breakage claim and/or upload supporting documents; receipts, photographs and evidence of breakages in your property. Click View breakage claim and edit the ‘Details’ or add ‘Supporting documents’ and click Upload document.
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Inbox
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- Inbox
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How do I reply to a message?
How do I reply to a message?
A renter can send you an enquiry with dates and/or party details, including a message. To reply to this, click the orange Reply button on the ‘Inbox’ page to open up a conversation thread. If the renter has included dates in their enquiry, this will be displayed at the top of the page for your reference. We will also highlight if the property is available, based on your calendar.
If the property is available and you would like to make the renter aware of this, ensure that the Dates are available button is selected, include a message, and click Reply. If the property is not available for these dates, ensure that the No availability button is selected, and include a message. If you would like these dates to be marked as unavailable on your property’s calendar, tick the box underneath your message to indicate this, then click Reply.
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How do I send a new message?
How do I send a new message?
Click on the ‘Inbox’ tab on the top of the Rentalsystems homepage, then click the New message button. Next, you select the recipient from the drop-down list, type your message into the empty field and click Send.
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Payments
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- Payments
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How do I get paid for a booking?
How do I get paid for a booking?
Renters pay Clickstay directly through our online payment system. Payments can be made up of two transactions; deposit and balance (which includes breakage cover if applicable). When setting up your property you will need to decide on the amount of time prior to the check-in date that the renter has to pay the deposit and balance. If the property is on instant booking, the deposit is due straight away. If the property is on request, the deposit is due after you have confirmed the booking, and the renter will have to pay this within the time you have specified. The balance due date is set by you and is a certain amount of days before the check-in date. If the renter books your property after the balance due date, then the renter must pay the full amount (deposit and balance) in one transaction.
We take our commission and the payment charge from the deposit.
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When do I get paid?
When do I get paid?
For your first booking you cannot transfer the money to your chosen bank account until you meet the below requirements.
1. We must have held the money for at least 28 days no matter when booking was made and for what arrival date.
a. For example: I am a new owner and I get a paid booking on the 1st July for start date 7th July, I cannot claim the money until 29th July.2. New owners cannot access funds until renter has been in the property for 3 days and we have held the money for 28 days. a. For example: I am new owner and get a paid booking on the 1st of July for a start date 29th July I can claim the money from the 2nd August.
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How do I add a bank account?
How do I add a bank account?
You can have one primary bank account per currency to be paid in: £ (GBP), $ (USD) and € (EUR). The primary bank account can be changed once every 30 days.
To add a bank account, you must first set up a property so we know which currency the bank account will be in.
Once you have set up a property and are ready to add a bank account, select the ‘Payments’ tab and under ‘Bank account details’ follow the link to add a bank account and follow the steps below.
Select the country your bank is located in. This will tell us which bank account details we will require in order to transfer payments.
- Enter the Bank name;
- Enter the Payee name (as it appears on the bank account);
- Enter the information relevant to your bank account. For example Sort Code and Account number.
When you have entered all the information, select ‘Add account’ and a pop-out will appear so that you can check the details that you have added. If the details are correct click Confirm. If it is the first bank account you have added you will be prompted to set 3 security answers. Answer the questions and click Save.
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How do I transfer payments to my bank account?
How do I transfer payments to my bank account?
Click Payments in the menu bar and if you have a property set up in more than one currency, select the currency you would like to transfer payment in. At the top of the page you will see a list of which payments are available to transfer:
- Money available to withdraw;
- Money available to withdraw (subject to early payment fee).
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What is early payment?
What is early payment?
If you would like to receive payment for a transaction (deposit, balance or full payment) before 3 days into the booking (i.e. after the check-in date) then you must pay an early payment fee. The early payment fee amount is based on the time that has passed since the transaction was made:
- Within 28 days of transaction date, early payment fee is 7.5% of transaction amount;
- After 28 days of transaction date, early payment fee is 5% of transaction amount.
If you decide to take early payment, the early payment fee will automatically be deducted from your account when you transfer a transaction into ‘Money available to withdraw’.
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Affiliates
Affiliates
What is the Clickstay Affiliate scheme and how does it work?
Team up with Clickstay.com – a worldwide holiday rental website to offer a wide range of accommodation including luxury villas, city apartments and country cottages to your users on your website. Simply feature links to the general Clickstay site, specific holiday destinations or particular properties. Ensure that the link includes your personal affiliate code and you will receive commission for every successful booking which is made, the link has a 60-day tracking cookie. There are no costs involved in creating an Affiliate account whatsoever.How can I become a Clickstay Affiliate Partner?
Anyone with a website or a blog can become an affiliate partner. If you’re interested in offering great accommodation to your visitors simply sign up via www.rentalsystems.com and register as an Affiliate Partner. Rentalsystems is a sister website to Clickstay offering support to our property owners and Affiliates, here you’ll find all the information about being an Affiliate Partner, all the tools you require and your referral payments.What is the commission structure for Affiliates?
As a Clickstay Affiliate Partner you can earn referral commission on any successful bookings which come via your website. A successful booking means that the booking needs to have been accepted by the owner and paid by the renter. You will earn 25% of any Clickstay commission made on this booking. For example, on a booking of £2,000 where Clickstay charges the standard commission of 10%, you would earn £50 in commissions.Where can I track the referrals and bookings?
Log into your Rentalsystems account and click on the Affiliates tab and then Reports in the left side menu. You will see the reports here which show your referrals and bookings.How and when can I receive the commission payments?
Once we have a paid booking, your commissions will be credited to your Affiliate account and will appear in the Payments tab. Add your bank account details within this page and then click on Withdraw Money. We make Payment runs on Mondays and Thursdays and the funds may take 3-5 working days to appear in your bank account from this day.Am I obliged to work exclusively with Clickstay?
No not at all, you can combine your Clickstay offers with other providers on your website. -
Contact us
Contact us
We love hearing your feedback, whether good or bad, and we are always striving to better the Clickstay experience for our renters and owners. So please feel free to let us know what you think of the way we run things, whether it is feedback on our newsletter, our customer service, or our website design.
You can always give us a call, one of our friendly advisers will be happy to help.
+44 (0) 203 696 2870
Monday to Friday between 8:30 - 17:30 (UK Time) excluding bank holidays