FAQ for Hosts & Property Owners | VaycayHero
  • Benefits of Listing with VaycayHero

    What does VaycayHero provide that other vacation rental sites do not?

    We are the only completely free, all-in-one marketing partner dedicated to vacation rental property managers. Not only do we list your properties for free and drive bookings to you, you will also have free access to our industry-leading marketing and lead-generation tools.

    What should I expect from VaycayHero?

    Bookings delivered for free (yes, that's right!), free marketing tools to keep in touch with your guests, and free follow up with your leads from all major vacation rental listing sites.

    How much does it cost to list my rentals with VaycayHero?

    You were not paying attention to the previous questions and answers. :-) There is no charge to list your rentals, no booking commission, and no cost to use our marketing and lead-management tools. Because we deliver bookings and handle guests' payments, we do charge a 3% payment processing fee to cover the cost of processing guest credit cards.

  • Listing My Rentals

    How do I list my rentals?

    Sign up online or reach out to us at 888-733-2964 or at sales@redawning.com and we will get your listings up as soon as we can.

    Do I meet the criteria to be eligible to list my rentals on VaycayHero?

    I am glad you asked that. We only work with property managers and even then, as you can imagine with our one-of-a-kind business model, we get more requests to list than we can take on. When you sign up, we will have someone contact you to determine your eligibility. If you meet our high standards for professionally managed vacation rentals, and your rentals are in a location that we want to market to, we will likely be able to list your rentals.

    How much effort is required to create and manage my listings?

    None. Our experienced listing curation team will take your information and create beautiful listings for you. Additionally, the team will keep your listings up to date using the data available to us via your software or via your website.

    Can VaycayHero use my cancellation policy and terms & conditions?

    Absolutely, that's the only way we work. We use your cancellation policy and your terms and conditions. Guests have to electronically agree to your policies before they can proceed with booking any of your rentals.

    Do I have to update my calendars manually on VaycayHero?

    Nope. We automatically keep them updated for you.

    Do I have to manually keep my rates and minimum-night restrictions updated on VaycayHero?

    Nope. We take care of that as well via either an integration with your property management system or by consuming this information directly from what your system outputs.

    Will VaycayHero be able to work with the property management system that I use?

    We can work with ANY property management system. The only thing we need is access to your calendars, which will always be completely up to date on our website.

    I want to be on page one of the search results in my area. What do I need to do to make that happen?

    Very simple. Your listings will soar in our search results if you have top-quality pictures, great listing descriptions and reviews, and if you reveal just how popular your listings are by getting lots of bookings.

    How do security deposits work?

    We put a hold on the guest's credit card for the amount of the security deposit. You have up to three business days after the guest checks out to make a claim for any security deposit amount you would like to withhold.

  • Marketing My Rentals

    Why should I use VaycayHero's email marketing tools to keep in touch with my guests?

    Very simple - if you value your time and money, you simply cannot afford to use any other means for email marketing. We will send eye-popping, beautiful emails every week (or more sparsely if you want) to your guests without you having to do anything. And for that, we charge zero dollars!

    How much does is cost to use VaycayHero's email marketing tools?

    Nothing. It is completely free. Remember, we only make money when we deliver bookings and we expect these emails to drive bookings.

    How does VaycayHero protect my user data that is needed for running email campaigns?

    Remember, we are your marketing partner and, as with any other third-party marketing tool that you use, we treat your data with complete confidentiality and do not use it for any purpose other than what it is intended for.

    Okay, I get email marketing, but what is VaycayHero's lead-management tool and why should I use it?

    Our virtual and real agents make sure that no lead is ever dropped or lost. Our auto-responder handles inquiries from VRBO, HomeAway, FlipKey, TripAdvisor, and VacationRentals.com and replies to them in minutes. And we personally follow up with your potential guests to give you the best chance of converting your leads into bookings.

  • Reservations

    I do not see any inquiries. What's going on?

    We deliver bookings, not inquiries. That means that our concierge team handles inquiries on your behalf. Isn't it great to not have to deal with tire kickers??

    How does VaycayHero's concierge team have intimate information about my listings in order to answer guest questions and respond to inquiries?

    We don't pretend to. If there is a question that we cannot answer, we will pick up the phone and call you. Having said that, we are pretty good at what we do and we can answer over 95% of the inquiries and questions on our own.

    How am I notified of incoming bookings?

    You will get a notification via email and SMS so you know about it as soon as a guest requests a booking.

    What do I need to do when a booking request comes in?

    It depends. Most of our bookings are automatically confirmed, but if you have opted for additional review, you need to take a look at the booking request and provide us with your confirmation number as soon as possible.

    What happens when I have already taken a reservation for the same dates outside of VaycayHero or a VaycayHero reservation doesn't adhere to my minimum nights, etc.?

    The chances of a double booking are extremely low as we take great pride in making sure that listing information on VaycayHero is 100% accurate. At the time of setting up your listings, your account manager will specify how your listing information is kept up to date on VaycayHero. Since availability, rates, rules, etc. are maintained by VaycayHero automatically, it is your responsibility to ensure that the information is accurate and up to date at the source from which VaycayHero retrieves this information.

    We understand that there will be those rare circumstances when problems do occur and you need to cancel a booking. For those cases,

    1. You are expected to provide alternative comparable or better properties that we can offer to the guest for the same price. If the guest accepts an alternate property, we will switch that guest over to that property.

    2. If you are unable to provide alternatives, we will do our best to find an alternative for the guest. Please note that cancellations, especially those arising from incorrect information on your side, will lower your Host Rating on VaycayHero, which in turn will impact where your listings show up in VaycayHero's search results.

    Please note that cancellations, especially those arising from incorrect information on your side, will lower your Host Rating on VaycayHero, which in turn will impact where your listings show up in VaycayHero's search results.

    Do realize that you are not alone if cancellations happen. In addition to helping guests find alternatives if you cannot, your account manager will work with you to determine the best strategy for eliminating cancellations.

    How can I stop VaycayHero emails going into my spam or junk folder?

    Please add donotreply@vaycayhero.com to your Address Book or Safe Senders List. Please see below for instructions for some of the most commonly used email providers:

    Hotmail/MSN mail

    1. Sign in and click 'Options' in the top right of your screen.
    2. On the left side of the page, click 'Safe and blocked senders' which is under the 'Junk email' section.
    3. Click on 'Safe senders'.
    4. Add the address or domain name, and click' Add to list'.

    Gmail

    1. From your Gmail inbox, open the VaycayHero email you have received
    2. Click on the arrow next to the reply button on the top right hand corner of the email
    3. From the drop down menu, click on "Add sender to contacts".

    Yahoo Mail

    1. Click on 'Contacts' in the menu on the left of the page
    2. Click 'Add contacts'
    3. Add Name and email address
    4. Save contact details.

    For Outlook 2007

    To make sure you can see emails as they were intended to be seen (including images), add our email address to your address book and safe sender list.
    To add our email address to your address book:
    1. Right click on the "From Sender" email address.
    2. Choose "Add To Outlook Contacts".

    For Outlook 2003

    To make sure you can see emails as they were intended to be seen (including images), add our email address to your address book and safe sender list.
    To add our email address to your address book:
    1. Right click on the email subject line.
    2. Choose "Add Sender To Address Book".

    For AOL

    To add our email address to your Address Book or Custom Sender List:

    AOL 9.0:

    1. Click the "Spam Controls" link (lower right area of your inbox).
    2. When the "Mail & Spam Controls" box appears, click "Custom sender list".
    3. Choose "allow email from " option
    4. Add the domain vaycayhero.com
    5. Click "Add", then "Save".

    AOL 7 & 8:

    1. Go to Keyword Mail Controls.
    2. Select the screen name you are using to receive email.
    3. Click "Customize Mail Controls For This Screen Name."
    4(a). For AOL version 7.0: In the section for "exclusion and inclusion parameters", include the following domain: * @vaycayhero.com
    4(b). For AOL version 8.0: Select "Allow email from all AOL members, email addresses and domains."
    5. Click on "Next" until the "Save" button shows up at the bottom.
    6. Click "Save."

  • Payments

    When do I get paid?

    As soon as a trip becomes non-cancellable (based on your cancellation policy), we will remit you the total payable amount for that booking.

    Why do you not send me money as soon as a reservation is completed?

    Since guests book directly with us, we need to have the funds on hand in case they cancel. That's why we have to wait until a booking becomes non-cancellable.

    How are payments remitted to me?

    We will send you a paper check for each reservation. And we will soon be able to electronically wire you the funds.

    Will I get guests' credit card information?

    No. If you need guests' credit card information for any reason, you can get that information directly from the guest. This is similar to when people book a hotel from an online travel site, where hotels will typically ask for a guest's credit card information separately to cover incidental expenses.

  • Damage Claims

    How do you handle damage waiver insurance?

    VaycayHero includes a damage waiver coverage. Guest is protected for any accidental damages to the rental property for up to $3,000. If damages occur during this guest's stay, please send us an email at customerservice@redawning.com and includes any evidence of damages, including invoice and photos etc.

    What happens if unintentional damages exceed the maximum limit covered under the damage protection plan or the security deposit?

    If the cost of addressing unintentional damages exceeds the damage protection plan limit or the security deposit limit, the balance will be charged to the guest's credit card on file. At the time of booking, guests authorize VaycayHero to charge their credit card on file for the cost of repair or replacement (1) for any unintentional damage exceeding the maximum coverage amount; and (2) for all intentional damage.

    What about intentional damages? How can I recoup the expenses?

    For any damages that a guest or anyone under their booking (1) intentionally causes, (2) causes by conduct that is in breach of his/her obligations under the rental agreement, or (3) causes due to the removal of any item(s) of personal property or fixtures from the property, and which are not covered by the damage protection plan, guest is liable for those damages and obligated to pay for them.

    At the time of booking, guests authorize VaycayHero to charge their credit card on file for the cost of repair or replacement (1) for any unintentional damage exceeding the maximum coverage amount; and (2) for all intentional damage.

    How do I make a claim for damage, accidental or otherwise?

    Details regarding filing a claim are included in every booking confirmation email that you will receive from VaycayHero at the time the booking is made.

    For (1) any unintentional damage exceeding the damage protection plan limit; (2) all intentional damage; and (3) claims where the guest opted for a security deposit, the process involves the following:

    • We will ask you to send us detailed information regarding the damages, including estimated costs, proof of damages, etc.

    • We then contact the guest, who has 48 hours to respond to you directly, regarding the claim.

    • If the guest agrees to the amount, we send you the payout minus our payment processing charges.

    • If the guest declines or does not respond within 48 hours, we will finalize all paperwork in support of the claim for you and then send you the payout minus our payment processing charges.

    What happens when a guest disputes a charge?

    We will fight the chargeback case on your behalf with supporting documentation that we collect from you. In the unlikely event of losing a chargeback, you will be responsible for returning us the amount that was remitted to you. Do note that there is a $50 chargeback fee to you per instance in order for us to handle each case for you.

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Our concierge specialist is standing by to help you with your booking.
Call 888-733-2964 .

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