For Travellers:


How do I pay securely for a vacation rental?

Paying online with credit card or eCheck on StayHomeAway is the most secure way to book a vacation rental on our sites. Properties that offer the ability to pay with a credit card or eCheck can be identified with credit card or eCheck icons on listing as seen below.


To book with StayHomeAway, simple click your dates, follow the prompt and await within the hour to 24 Hours. You can request the booking by going through the checkout flow and entering your credit card or payment information.

After you submit the booking request, you will receive a confirmation number. The vacation rental owner or property manager then has 24 hours to accept, at which time you receive an email confirmation. If you booked using a credit card, your card will be charged at acceptance. By booking or paying through StayHomeAway's payment system. Your booking is secure with us as we ensure that all owners are checked and only receive money when you get your rental

 

 Booking With Confidence


You should feel confident booking on our platform. From the moment your payment information is entered, StayHomeAway protects your credit card and personal information using encryption to protect your credit card transaction. If property does not have online booking, you can contact the owner by sending a message with your dates and details. Once your request is received, the owner or property manager of the property will contact you via email with either a payment request or a specific link to access their payment instructions.

We also recommend that where possible, that you call the telephone number published on the property listing if you are paying by credit card, check, PayPal or bank to bank wire transfer. If the listing does not have a phone number, you can contact customer support for assistance.

When you are ready to make payment, review and sign a rental agreement and read it carefully as each rental typically has their own cancellation policies and house rules.


Please avoid the following practices

  • Sending cash is not recommended, but paying in cash in person to owner or manager upon arrival can be okay.
  • Sending a check made out to cash.
  • Using an instant money transfer such as Western Union or Money Gram.

*These payment methods are preferred by criminals and using them voids any guarantees from us.
 

 How do I contact a vacation rental owner or manager?

Most of our rentals are done via StayHomeAway platform and all owners or listings are checked out. However, there are some listings which have names and numbers, so If you would like to learn more about a listing before submitting a reservation request, you can call or email the owner directly or via admin@stayhomeaway.com.
 

Call an owner or manager 

  1. Locate the listing.
  2. If a phone number is provided, there will be a Show phone number or Call Owner link on the right side of the listing details.

Email an owner or manager

  1. Locate the listing. 
  2. Click the Send a message or Send email link located on the right side of the listing details page.
  3. Fill out the form to send a message to owner and click Send email

Owners and managers are encouraged to reply to inquiries within 24-48 hours. If you do not hear back in this time frame, you may want to consider alternative properties. 


If you have already made a reservation and unable to contact owner or manager, please contact  our Customer Support for assistance.

 

 How can I determine whether a vacation rental owner or property manager is legitimate?

The best practices listed below can help you feel safer about renting a vacation property on the Internet. We also use transactional platform to do our best to protect you the traveller

Give the owner/manager a call
Prior to submitting payment to an owner or manager, call the telephone number posted on the listing and speak with them directly. If a phone number cannot be located on the listing, please contact Customer Support for further information.
 
Read the property reviews
Our review system enables travellers to provide a review of a property after their stay and leave comments for future travellers. Owners/managers cannot hide negative reviews on their listings or opt out of the reviews system. The number of stars in a rating gives you an idea of the property itself as well as the experience of past travellers. Owners/managers can post one response to each review, providing an additional opportunity for you to get a feel for the owner/manager.
 
Speak with previous visitors

Ask the owner/manager for email addresses or phone numbers of past travellers who have agreed to serve as be references, and contact them to ask about the property and their stay.

How does the cost of my reservation appear on my credit/debit card?

Depending on what you purchased and the details of your transaction, the line items you see may vary. A complete list of the different transaction items is listed below.

  • Pay*StayHomeAway + Reservation ID:  This is the cost of your reservation and/or service fee. It may show as a single charge or two separate charges.
  • StayHomeAway + Reservation ID: This is the cost of your reservation and/or service fee. It may show as a single charge or two separate charges .
  • Pay*DamageProtection:  This is for your Damage Protection insurance policy.
  • Pay*CarefreeRentalGuarantee:  This is for your Carefree Rental Guarantee.
  • Pay*CancellationProtect:  This is for your Cancellation Protection insurance policy.

Please note, the brand name may show as StayHomeAway Ltd depending on which brand the listing is registered 

 

 Owners’ Support:

  > What is online booking?

Online booking allows renters/travellers to:

  • Securely pay you based on your payment preferences shown on your listing.
  • Know you are committed to confirming their reservation request within 24 hours.
  • Pay through StayHomeAway checkout to ensure they are renting with confidence.

As an owner/manager, our online booking allows you to:

  • Directly impact your booking performance. Listings with lots of details gets more bookings than those without details.
  • Make sure your travellers are protected. Paying through StayHomeAway checkout ensures they are covered by our booking with Confidence Guarantee.  Peace of mind can be a tremendous advantage over your competition.
  • Maintain Control over who stays at your property. Online bookings still allow you 24 hours to talk to your potential guest and ensure it is a good fit before accepting the booking.
  • Manage all your booking request and payments through your dashboard. Plus, we automatically add the reservation to your calendar so it is always up-to-date. You can sync your calendar with other site calendars using iCal. 
  • Plan for the future. We are going to make online booking a requirement at some point in the future, so why not start now?


Getting Started with Online Booking

We've made it easy to turn this feature on!  You may see a pop up message in your dashboard when you log in. This is designed to provide a shortcut to make your listing online bookable.  If you already have StayHomeAway Payments and are interested making your listing online bookable now, simple choose one of the Free packages with pay per listing. If you are not interested in the pay per listing package, you can still make your listing online bookable by setting up your alternative payment methods - learn more below:>>>> 

 

How do I manage Alternative Payment Methods?

Alternative payment methods can be applied to subscription listings only, and are not available for pay-per-booking listings.

The instructions you provide will be displayed to your guest only after you have accepted their online reservation request, or if you send the guest a payment request directly. If you have previously defined alternative payment methods on another listing, you will have the option to duplicate the information to another listing for ease. Please note, the duplicate feature does not duplicate StayHomeAway Payments information. If you want to add StayHomeAway Payments to another listing, select the listing the applicable listing from your dashboard and go to the StayHomeAway Payments page within your account Settings.

For accounts with more than 10 listings, we offer the option to create Groups with alternative payments options managed together. To learn more about how to use groups, follow instructions below. For any issues please contact us at admin@stayhomeaway.com for your specific requirements. 

 

 Group Payments:

 How to manage Alternative Payment Methods by Groups

The grouping feature is available if you have more than 10 subscription listings within your account or you are using the Property Manager dashboard. This feature allows you to:
 

  • Set up a Default that can be used across majority of your listings.
  • Edit a payment method for a single listing different than the Default.  
  • Create New Group(s) that can be applied for other listings in the future.


Set up Default

  1. Log in to your account.
  2. Select the applicable listing on your dashboard.
  3. Click Settings.
  4. Click Payment Options.
  5. Enter the primary payment method(s) you prefer to use across most of your listings.
  6. Once all methods are entered, click Save and you will see a pop up menu.
  7. Select Save as Default.

Edit a single listing to be different than the Default

  1. Log in to your account.
  2. Select the applicable listing on your dashboard.
  3. Click Settings.
  4. Click Payment Options.
  5. Click Edit under the method you wish to update.
  6. Click Done after each preferred method is updated.
  7. Once all methods are entered, click Save and you will see a pop up menu.
  8. Select This Listing.


You can create a new group that can be used by other listings in the future that are different than your default.

Create New Group

  1. Log in to your account.
  2. Select the applicable listing on your dashboard.
  3. Click Settings.
  4. Click Payment Options.
  5. Click Create Group.
  6. Enter a group name.
  7. Enter your preferred payment methods and click Done after each method is added.
  8. Once all methods are entered, click Save and you will see a pop up menu.
  9. Select This Listing.
  10. You can then go back to your dashboard and repeat this for each listings you want added to this unique group.


Once all listings are added to a new group, you have the ability to edit the methods for the entire groups should you need to in the future.

Edit methods for an entire group

  1. Log in to your account.
  2. Select the applicable listing that is within the group you wish to edit.
  3. Click Settings.
  4. Click Payment Options.
  5. Click Edit under method(s) and make the appropriate updates..
  6. Click Done after each preferred method is updated.
  7. Once all methods are entered, click Save and you will see a pop up menu.
  8. Select All Listings in Group.

 



Be advised that modifying these settings will cause our system to send you a confirmation email.


Add alternative payment methods:

  1. Log in to your account.
  2. If you have multiple listing, please select the applicable listing.
  3. Click Settings.
  4. Click Payment Options.
  5. Select the payment method you currently accept from your guests.
  6. Enter specific instructions for your guest. Please note, if you have previously set up payment methods on another listing and you wish to use the same methods, select the appropriate listing from the Duplicate from Listing drop down menu and skip step 7.
  7. Click Done.
  8. Once all your methods are entered, click Save at the bottom of page.
  9. You will be presented with a successful message.
  10. Online booking will be enabled automatically.


After you have successfully entered and saved your payment method(s), you can add or edit at any time.

Edit alternative payment methods:

  1. Log in to your account.
  2. If you have multiple listing, please select the applicable listing.
  3. Click Settings.
  4. Click Payment Options.
  5. Select the method(s) you wish to update.
  6. Enter updated information.
  7. Click Done.
  8. Once all your methods are entered, click Save at the bottom of page.
  9. A message will appear indicating your changes have been saved.


In the event you do not want your travelers to pay using a method previously entered, you can disable that method. Please note, if you do not offer HomeAway Payments, you must keep at least one alternative payment method enabled at all times.

Disable alternative payment methods:

  1. Log in to your account.
  2. If you have multiple listing, please select the applicable listing.
  3. Click Settings.
  4. Click Payment Options.
  5. De-select the checkbox next to the payment method(s) to disable.
  6. Click Done.
  7. Click Save at the bottom of the page.
  8. A message will appear indicating your changes have been saved.

 

How do I manage Alternative Payment Methods?

Alternative payment methods can be applied to subscription listings only, and are not available for pay-per-booking listings.

The instructions you provide will be displayed to your guest only after you have accepted their online reservation request, or if you send the guest a payment request directly.

If you have previously defined alternative payment methods on another listing, you will have the option to duplicate the information to another listing for ease. Please note, the duplicate feature does not duplicate StayHomeAway Payments information. If you want to add StayHomeAway Payments to another listing, select the listing the applicable listing from your dashboard and go to the StayHomeAway Payments page within your account Settings.

For accounts with more than 10 listings, we offer the option to create Groups with alternative payments options managed together. Contact us  for more than 10 listings. Be advised that modifying these settings will cause our system to send you a confirmation email.


Add alternative payment methods:

  1. Log in to your account.
  2. If you have multiple listing, please select the applicable listing.
  3. Click Settings.
  4. Click Payment Options.
  5. Select the payment method you currently accept from your guests.
  6. Enter specific instructions for your guest. Please note, if you have previously set up payment methods on another listing and you wish to use the same methods, select the appropriate listing from the Duplicate from Listing drop down menu and skip step 7.
  7. Click Done.
  8. Once all your methods are entered, click Save at the bottom of page.
  9. You will be presented with a successful message.
  10. Online booking will be enabled automatically.


After you have successfully entered and saved your payment method(s), you can add or edit at any time.

Edit alternative payment methods:

  1. Log in to your account.
  2. If you have multiple listing, please select the applicable listing.
  3. Click Settings.
  4. Click Payment Options.
  5. Select the method(s) you wish to update.
  6. Enter updated information.
  7. Click Done.
  8. Once all your methods are entered, click Save at the bottom of page.
  9. A message will appear indicating your changes have been saved.


In the event you do not want your travellers to pay using a method previously entered, you can disable that method. Please note, if you do not offer StayHomeAway Payments, you must keep at least one alternative payment method enabled at all times.

Disable alternative payment methods:

  1. Log in to your account.
  2. If you have multiple listing, please select the applicable listing.
  3. Click Settings.
  4. Click Payment Options.
  5. De-select the checkbox next to the payment method(s) to disable.
  6. Click Done.
  7. Click Save at the bottom of the page.
  8. A message will appear indicating your changes have been saved.


> How do I edit a payment request?

Only an unpaid payment request can be edited. Canceled payments cannot be modified.
 

Edit a payment request

  1. Log in to your account.
  2. Click Payments.
  3. Click on the desired guest stay you wish to edit.
  4. Click Edit quote.
  5. The rental amount window opens.
  6. Make any necessary changes.
  7. Confirm payment due date.
  8. Click OK located near bottom of screen.
  9. A pop-up will ask if you would like to update your rates.

Please note, first payment requests that remain unedited, or unpaid by a traveler, will expire within 10 days.  The 10 day clock is reset anytime a Payment Request is edited.

If your guest has already paid their first installment and you need to revise the balance due, follow these steps:

  1. Log in to your account.
  2. Click Payments.
  3. Click on the desired guest stay you wish to edit.
  4. Select the unpaid installment, click Actions.
  5. Select Cancel Request.
  6. Click Add Payment Request.
  7. Enter brief description, total amount due, and due date along with any additional messaging desired.
  8. Click Send.

 

> How do I issue a refund to a traveller?

If you currently use StayHomeAway Payments and are refunding a traveller due to cancellation, refunds must be issued prior to cancelling a reservation. Refunds should also be issued within your set refund policy.

To Issue a refund to traveller

  1. Log in to your account.
  2. Click Payments.
  3. Select the desired reservation.
  4. Select the Actions drop-down menu next to the payment you want to refund.
  5. Click Payment Refund.
  6. Enter the amount to refund.
  7. Enter a description.
  8. Click Refund Payment.
  9. Confirm and click Refund.
  10. The total refunded amount (plus any made previously) will show above the quote details and under the payment schedule.

Refunds through the StayHomeAway online payments system can take from 5 to 7 working days depending on the location of your bank. To avoid scams, always refund through our tools if the traveller pays with credit card through StayHomeAway Payments. Do not refund them via bank transfer or check – you must refund them via the same credit card option.

An email with the details of the refund is sent to both you and your traveller and the Payment Details page is updated to show the payment status as refunded or partially refunded. 
 

While vacation rental owners and property managers pay processing fees to collect monies there are no processing fees associated with refunding a StayHomeAway Payments payment.

 

Please note if you are refunding a payment made via eCheck, you must wait 10 business days from date of payment before issuing refund.

If you are using Paypal, you have 60 days with receipt of payment to make refund. If using OpenEdge (formerly known as PayPros/PPI), you only have 90 days from date of payment to refund in dashboard. Otherwise Anything past 90 days must be done through the OpenEdge portal.

 

 > What if I get locked out of my account?

If you are having difficulty with two-factor authentication, please take a moment to review this troubleshooting article as below. If you are still unable to access your account, please call customer support. You can reach our customer support team by clicking the Contact Us. Try trouble Shooting where applicable

 

> How do I troubleshoot two-factor authentication?

The code you received is not working.
If you are using a iPhone, make sure you open the text message. The verification code is sent to you. If your phone is locked, this number is displayed on your home screen and can be easily mistaken for the verification code. You must open up the text to view a 6 digit verification code. Codes are only valid for 30 minutes. If it has been more than 30 minutes since you received the code, you must request a new code.

You have not received the verification code.
The verification code should only take a few seconds to get through to you, but please allow up to a minute.

If you are not receiving the code via SMS / text message, try retrieving the code using the call to phone option.
You are prompted to enter two factor authentication multiple times from the same device. Ensure that the Remember this device check-box is selected. If you change between browsers, you may be prompted with two factor authentication multiple times from the same device. Two-factor authentication looks at both your device and the browser you are using to log in. If you regularly use multiple browsers, we recommend you take a minute and authenticate them all to minimize your challenges in the future.

You are using the same code on multiple devices.
The same code cannot be used on multiple devices. When signing into your account from a new device, you must request and enter a unique verification code.

Still having trouble?
If you are locked out of your account or still experiencing difficulty with two factor authentication, please call customer support for assistance. You can reach our customer support team by clicking the Contact Us 

 

Property Manager Support

 

> On boarding Proper Billing type

Billing options must be configured for your StayHomeAway listings. Select the options you would like to offer your travellers who are booking your StayHomeAway properties by choosing any of the following options:

  • Credit Card Only
  • Credit Cards OR Invoices
  • Invoice ONLY.

The following document helps guide you through the appropriate screens to set this up.
 

 > What do travellers expect from a booking experience?

The booking experience a listing provides reflects a large variety of factors that are important once the traveller has inquired or requested to book your property. Similar to traveller preferences, these evolve as we learn more about the booking experience travellers prefer. Here are a few examples of booking experience factors that may be taken into account in any given search, many of which you can monitor through your listing quality scorecard:

  • Using online booking and accepting most online booking requests
  • Responding consistently and quickly to inquiries and booking requests
  • Regularly turning inquiries into bookings
  • Accept and Honour confirmed bookings

None of the above or any other booking experience factor requires perfection, and you still get time with each booking request to consider traveller best match from your perspective. While online booking isn’t the only way to provide a great booking experience, usage of those tools provide the strongest signals StayHomeAway can read to assess factors such as accurate rates and calendars, among other experiences.

 

 >> How does best match search work?

Everyone wants to find and buy the things that match what they are looking for quickly and easily. That’s true of travellers looking for vacation rentals.
 
Best match is a sophisticated process that looks at traveller preferences as well as the booking experience a listing provides to place listings within search results.  Our goal is to provide an efficient experience for owners, property managers, and travellers by showing properties that are most likely to be booked.

Traveller Preferences
StayHomeAway enables a variety of search options and features designed to help travellers find what they are looking for without difficulty, which in turn also drives qualified inquiries and bookings to our owners and property managers. We use the information travellers enter into the search box, such as date and location, and take into account any filters selected, including map views.  Since each traveller and search is unique, search results vary for each traveller.  
 
Booking Experience
The booking experience refers to how easily and reliable a listing can be booked by travellers. It can be indicated by factors such as an accurate calendar, response time, and accepting online bookings.  The most important way to be successful is to enable online booking and increase the number of onsite bookings. If we don’t have visibility into your booking activity, we can’t factor that advantage into listing performance with best match.
 
StayHomeAway continues to strive to drive more bookings for our owners and property managers. Delighting travellers with an excellent booking experience encourages repeat travellers and repeat bookings that help our shared marketplace thrive.
 

> What is required for signing up for StayHomeAway Payments?

The following criteria is required for signing up for StayHomeAway Payments:

For U.S. Resident*

  • Social security number. 
  • U.S. citizen. 
  • U.S. bank account. 

*Includes American Samoa, Guam, Northern Marianas, and U.S. Virgin Islands
 

Residents of The United Kingdom, Austria, Belgium, British Virgin Islands, Canada, Belgium, France, French Guiana, Germany, Gibraltar, Great Britain, Greece, Ireland, Isle of Man, Italy, Jersey, Martinique, Mayotte, Netherlands, Northern Ireland, Portugal, Réunion, Saint Pierre and Miquelon, Spain, and Switzerland

  • Passport number.
  • Citizen of one of the countries listed above.
  • Bank account in one of the countries listed above.

Travellers can pay in  USD$ or GBP£. Your funds can be disbursed in your local currency or in USD,or GBP depending on your bank account location. If you live in a country not currently supported, we strongly suggest you accept credit card payments through PayPal or another merchant account provider so guests can pay securely online. We are actively working to provide online payment processing options for vacation rental owners all over the world, so please keep your eye on the site for changes.


 

>Can Listings be integrated and non-integrated on the same account?

StayHomeAway does not allow for platform and integrated listings on the same account anymore. The goal is to have all listings being fed through software if you are activated through software. This will allow you to use your software to make use of all our tools & features without facing any restrictions due to different integration set-ups. Furthermore, in the long-term, StayHomeAway will not support manual rates or availability updates anymore. If you are integrated to StayHomeAway through your Software provider, rates and calendar updates will have to be synchronized with us.
 

MORE FAQs:

Why are you doing this? What are my benefits?

Feeding all your inventory within your account through your software and transitioning manual listings into integrated listings will allow you to benefit from:

  • Accurate and up-to-date listing content in regards to rates, availability etc.
  • Consistent experience of our tools and features. You will be able to manage all listing and booking updates in one place without having to do the job twice in your PM dash.
  • Responsiveness: Your migrated platform listings will benefit from our new feature we will introduce shortly that will allow us to calculate and show real-time response time to travellers – this might increase the likelihood of being inquired or booked.



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