Help

SMS Notification Messages

If you want to receive text message (SMS) alerts when you have new notifications on EzyStayz (messages, booking requests etc.), you can select which notifications to receive and how you receive them via the Notifications tab under Settings in your Account menu.

To do this:

• Click on your name at the top right-hand corner of the EzyStayz home page
• Select Settings from the Account menu
• Click on Notifications
• Find the Mobile Notifications section
• Define your settings

When you opt-in to receive SMS messages, we will confirm this via a SMS alert. Please note that standard message and data rates may apply for SMS notifications based on the terms of your provider.

Trusted Browsers

Once you have set your login notifications, you can choose which browsers you want to use for EzyStayz and mark them as Trusted Browsers. This means that when you log into your EzyStayz account through an identified Trusted Browser, we will not send you a login notification.

To mark a browser as "Trusted", you must first enable login notifications, then log into your EzyStayz account from the selected browser. You will then see a window appear with “Add this browser to trusted browsers?” Select the "Trust this Browser" option and click Save.

Please note that you should contact EzyStayz immediately if you believe someone has accessed your account without your knowledge.

Login Notifications

Login Notifications provide an added layer of security, ensuring you always know if someone is accessing your EzyStayz account without your knowledge.

Every time your account is accessed via a web browser, EzyStayz will send you a notification (provided you have this feature turned on). This notification informs you of the browser used to access your account, the time at which it was accessed, and where it was accessed from.

If you wish to turn Login Notifications on, simply click your name at the top right-hand corner of the EzyStayz home page, select the Account menu, then Security, and look for the section named Login Notifications. Check the Login Notifications box, then click Save and these notifications will be enabled.

You can also mark specific browsers as "Trusted", in which case we won’t notify you when your account is accessed from those browsers. Please let us know immediately if you believe someone has accessed your EzyStayz account without your knowledge.

EzyStayz Accepted Currencies

EzyStayz supports a broad range of currencies in which members can view listings and make payments. However, once payments are made, they will automatically be converted to USD. Based on your country and selected payment method, the currency in which you will be charged will be displayed on the checkout page before you confirm the reservation request.

Currency Exchange Rates

If you select to pay in a currency which differs from that of the listing currency, the EzyStayz’s system will automatically charge a conversion fee, based on the total cost:

Transactions will be charged a flat fee of 3.4% for payments from the UK and Ireland

Transactions will be charged a flat fee of 3.9% for payments from the remainder of Europe

Please note that if you pay in a currency which differs from that of your payment method, you may incur fees or currency conversion rates from your payment provider or third-party payment processor (bank or credit card issuer. You will need to contact your provider for more information, as these charges are not managed or controlled by EzyStayz.

Friend Referrals And Travel Credits

When you refer friends to EzyStayz, you are eligible to earn travel credits to use towards your next trip when you opt to stay with EzyStayz. The EzyStayz Referral Program allows you to earn up to A$100 in travel credits (may vary during promotional periods) for each referral you make, provided that friend becomes an active member on the site. You can earn up to $5000 in travel credits, just by getting your friends onboard!

After referring a friend to EzyStayz, the first reservation they make to stay at an EzyStayz listing will see you receive A$25 in travel credits. Then if they decide to sign up as a host, the first time they rent their space you will earn an additional A$75 in travel credits. The travel credits will be automatically added as a coupon to your checkout page the next time you make a booking, provided the booking qualifies and has a total value of A$100 or more (excluding guest fees and taxes). They must be used within one year of issue date, after which they will expire. Travel credits cannot be applied to a trip that has already been paid for and will be forfeited if you cancel a reservation after applying the travel credits.

Invite your friends to get started! Please note that terms and conditions apply.

Social Connections

You can see how you are connected to others in the EzyStayz community, either directly or through friends you share, by linking your EzyStayz account with Facebook and other select social media sites. See reviews your friends have left for other hosts and guests, and use their recommendations to make informed decisions yourself.

When you connect your EzyStayz profile to social media sites such as Facebook, your social connections will be displayed across the site and boost your chances of finding hosts or guests based on who you already know. In addition, connecting to Facebook helps us verify your account and makes it easier for you to complete your profile. Some information can be populated directly from your Facebook profile, allowing you to choose what to keep and what to delete, so there's no risk of having unwanted information on your EzyStayz profile!

Your social media connections can be accessed through the Trust and Verification section under the Profile tab on your dashboard. To do this, click on your name in the top right-hand corner of the EzyStayz home page, select Edit Profile, then Trust and Verification from the menu, and click Connect alongside your social media sites of choice.

If you wish to turn your social connections off, you can do this via the Privacy section on your personal profile. While your EzyStayz account will still be connected to the social media sites you had previously chosen, your activity on EzyStayz will no longer be shared on the EzyStayz site.

Editing Your Profile

If you want to make any changes to your profile or write reviews for guests/hosts, you can do so using your online account. First, click on your name in the top right-hand corner of the EzyStayz home page and select Edit Profile. You can then select which sections of your profile you want to edit or access from the menu on the left.

Select Edit Profile to update your basic information, such as location, phone number or email address.

Upload or edit your Photos and Videos to show other users your space. Remember that all hosts and guests must display a profile picture and you can easily take one there and then using your webcam.

Select Trust and Verifications to edit which verifications you wish to activate to access your online account.

Write reviews for your guests/hosts and read those which have been left for you after a booking has been completed.

Make requests for friends, family or colleagues to post a reference for you on your profile to help build your reputation.

To see how your profile looks to other EzyStayz users, simply click on View Profile.

Adding/Removing Personalised Symbols

To customise your EzyStayz experience, create your own personalised version of the EzyStayz symbol and communicate your vision of being a part of the EzyStayz community.

You can easily create your symbol at [url for symbol creation to be inserted] by following the on-screen instructions. Then save your personalised symbol and opt to include it on your EzyStayz profile. If you want to remove the symbol at a later date, you can do so via the Edit Profile section of your account.

Purpose Of EzyStayz Profiles

The EzyStayz community is built on trust and safety, which is why we require all hosts to provide a completed profile (including profile picture) on our platform. A strong profile with a detailed description gives EzyStayz' community members an insight into you as a host, and will help you receive more booking requests. Your EzyStayz profile is much like a CV, so include as much relevant information as possible to help you connect with other users on the site.

Creating A Profile Video

If you want to create a video to display on your EzyStayz profile, you can do so using your webcam. Simply click on your name in the top right-hand corner of the EzyStayz home page, select Edit Profile, then Photos, Symbol and Video from the menu. Then click Record and follow the on-screen instructions. Unfortunately, EzyStayz doesn’t currently allow you to upload a video from your computer to your profile page.

EzyStayz Verifications

If you're looking for peace of mind when booking through EzyStayz, the first things to look for are a detailed profile page, positive reviews and references, together with user verifications. EzyStayz verifications are used to reassure other users that you really are who you say you are! They can be used to connect your profile to personal information via social connections or verify information such as your phone number or email address. Verification badges are displayed on your EzyStayz profile page and there's various different verifications to select from.

All information you provide EzyStayz while undergoing ID Verification is encrypted via SSL and governed by our privacy policy. It is stored in encrypted form, meaning you should only ever have to verify your ID once. Your information can only be accessed by a few authorised EzyStayz employees, and only in case of an internal requirement or to help you troubleshoot issues with your account.

You will need to verify your ID in a number of situations. These include, but are not limited to:

When you wish to make a last minute booking.

When a host has set Verified ID as a criteria for reservations in their space. Please note that hosts who require guests to have a Verified ID must also undertake the process.

Any required verifications which are not completed within 12 hours will result in cancellation of the booking request and any payments made will be voided in full.

Adding Verifications

To add verifications to your EzyStayz account, select Edit Profile, then Trust and Verification and select the verifications you want to add. These can include your:

Email Address which ensures you receive email notifications and member messages.

Phone Number which we’ll verify and share with your host or guest when a booking is confirmed.

Online ID which can be added by connecting your EzyStayz profile to Google, Facebook or Twitter, or once you have existing reviews.

Reviews which help build your on-site reputation.

Verified Photos which can be added by applying for professional photography services via EzyStayz.

Verified ID Badge which you can add by clicking Verify Me or through the Verified ID page.

The Verified ID option adds an additional layer of trust and security in the community by connecting your EzyStayz profile with various information sources about you. During this process, you may be required to upload a photo of yourself or your government-issued ID, answer questions about yourself, connect your EzyStayz profile to online accounts such as Facebook, or provide a valid phone number or email address if you have yet to do so.

Any information you provide during this process will be encrypted for your safety and the process is governed by the EzyStayz Privacy Policy.

To start the verification process, make sure you’re using a trusted, up-to-date browser, click on the Verify Me button, and follow the on-screen instructions.

Once you’ve completed this process, you’ll get a verification badge for your profile which will boost your standing as a reliable member of the EzyStayz community. Please remember that this verification does not act as a guarantee of any member’s identity.

Verifying Your Phone Number

Having a verified phone number on EzyStayz provides a way for all members of the community and staff to contact you. If you are booking a trip or listing your space, we may ask you to verify your phone number, as well as part of the ID Verification process.

To verify your phone number, select Edit Profile, then choose Phone Number from the menu and click on Add a Phone Number. You’ll then need to:

Select your country from the drop down menu

Enter your correct area code and telephone number

You can then choose to verify your phone number via SMS or telephone call. We’ll send you a 4-digit code to enter, then just click Verify and you should see a confirmation message. If you do not see the message, try to refresh the page or opt for the alternate verification option (SMS or Call).

Superior Host Status

Superior Host status is offered by EzyStayz to recognise those hosts who are providing a superior level of service to the community. Superior Host selection is conducted by EzyStayz and based on a quarterly review of your performance on the site. On the first of January, April, July and October, we automatically review all hosts on the platform and identify those who have met our Superior Host benchmarks.

1. Hosted a minimum of 10 trips through EzyStayz in one or more of your listings.

2. Responded to guest messages and booking requests promptly, with a minimum of 90% of your responses being sent within 24 hours.

3. Received a minimum of 50% reviews on trips you have hosted.

4. 80% or more of reviews left must have a 5-star rating.

5. No confirmed reservations have been cancelled at any of your listings. Any cancellations made due to extenuating circumstances will be omitted from this calculation on the condition that they have been reported to EzyStayz as soon as they occur or within a maximum of two weeks from the cancellation date.

Superior Host Benefits

Once you become a Superior Host on EzyStayz, you will receive a number of exclusive benefits. These include:

1. A profile badge to be displayed on your listings which will inform guests of your Superior Host status and your commitment to providing exemplary care and attention to guests.

2. Priority telephone service to help you address any issues you may face and maintain your Superior Host status.

3. A travel coupon to the value of A$100 which can be used through the EzyStayz platform if you maintain your Superior Host status for a full year.

Checking Superior Host Progress

You can see how close (or far) you are from becoming a Superior Host by viewing the Superior Host section on your dashboard. It offers an insight into all the areas assessed by EzyStayz in determining Superior Host status, displaying a consolidated view of the number of trips you’ve hosted, what your response rate and five-star review statuses are, and any cancellations you’ve made on confirmed bookings. Each of these sections is automatically updated on your dashboard through our system, although recent activity may take a day or two to be updated.

Once you have attained Superior Host status, remember that you need to meet each of the Superior Host requirements each quarterly assessment period to keep that status active.

Superior Host Dedicated Support

EzyStayz offers Superior Hosts dedicated telephone support, with priority call placement whenever you contact us via our phone service. If the call option is not available when you attempt to contact us, please use the email support form and select the topic which best addresses your query. EzyStayz will then forward your support request to the relevant team for prompt action.

Personal References

All members on EzyStayz are able to receive public references on their profile from friends, family members and colleagues. These will help to strengthen their profile and allow the EzyStayz community to make informed decisions when they next opt to make or take a booking. To request a reference, you must first have a profile picture displayed on your account. Then simply click on your name in the top right-hand corner of the EzyStayz home page, select Edit Profile, then References from the menu, and use the Request References section to send emails to those you would like a reference from.

There are two sections for References – References About You and References by You. In the first section, you’ll see all the references you have received and be able to approve those that you wish to appear on your profile. In the second section, you’ll see all the reference requests others have sent you and to which you can reply.

Please not that this is the only reference process available on Ezystayz and anonymous references are not possible.

Reviewing References

Once an EzyStayz member leaves you a reference, you will need to review it and approve it before it is posted on your profile.

You can access the reference left for you through an email notification which will be sent to your dashboard or through the reference section of your profile. Simply click on your name in the top right-hand corner of the Ezystayz home page, select Edit Profile, then References and choose the References About You section from the menu.

Remember that for a reference to appear on your profile, both you and the sender must have a profile picture uploaded.

Creating An EzyStayz Account

Whether you’re a host wanting to list your space or a traveller looking for a place to stay at your next destination, signing up on EzyStayz is easy and completely free!

All you need to do is go to www.ezystayz.com and click on the Sign Up link at the top of the homepage or visit our sign up page and follow the prompts. Register using your email address and start building your online portfolio. Then you’re ready to either list your own space or search for a unique place to stay in hundreds of destinations around the world.

Cancelling An EzyStayz Account

We don't want to see you go! But if you do decide to cancel your EzyStayz account, just click on Account, then Settings, and Cancel my Account. Your account will automatically be cancelled, together with any confirmed reservations you have as either a host or guest.

Deactivated Accounts

EzyStayz may deactivate your account under specific circumstances, which are outlined further in the EzyStayz Terms of Service. A poor response or activation rate on your part may lead to your account being deactivated, or during a standard review of EzyStayz accounts. In some cases, your account may be deactivated or suspended without any prior notice, limiting your access for a short period. While in other cases, you will be sent a notification email with instructions on how to reactivate your account.

If your account has been deactivated due to a breach in the EzyStayz Terms of Service, any upcoming or pending bookings you may have (either as a host or guest) will be cancelled and you may not be entitled to any compensation. In addition, Ezystayz may also inform relevant guests or hosts that their reservation has been cancelled and/or refund them in full, regardless of the Cancellation Policy.

Resetting Your EzyStayz Password

Forgotten your EzyStayz password? Don't worry! Just click on Forgot Password, enter your verified email address and we'll send you a password reset link.

If you wish to change your password at any time, click on the Profile button on your dashboard where you will find a Change Password option and can follow the instructions using your existing password.

If you have logged into EzyStayz using a social media account, you can create a specific EzyStayz password by logging out of your EzyStayz account and following the Forgot Password steps. Your EzyStayz account will remain connected to your linked social media sites, but you will only be able to login to the platform using your new password.

Changing Your Registered Email Address

If you wish to change the email address you currently have registered with your EzyStayz account, click on your name in the top right-hand corner of EzyStayz, choose Edit Profile, and enter your new email address in the Email Address box. Remember to click save at the bottom of the page and your new email address will be added to your account. Please note that an email address can only be connected to one EzyStayz account at any one time. If you receive a notification stating your email is already in use (but you cannot remember the password to that account), please follow the steps detailed in the Change Password option, rather than opening a new account.

Booking A Place On EzyStayz

Before you book a place to stay through EzyStayz, the first thing you need to do is create and complete a profile page. This is to let hosts know a little more about you - you will be staying in their space after all! Many hosts will require certain key aspects of your profile be completed before they will accept your booking, which may include a profile photo or ID verifications.

Once your profile is complete, you can start searching through our unique and diverse range of listings to find the one that's right for you. Here are four steps to follow when searching for a place on EzyStayz:

1. Enter your preferred arrival and departure dates, together with the number of people in your party, and click Search to see the listings that match.

2. Use the Neighbourhood Guides to find out more about the area you’ll be staying, then review the listing’s amenities and House Rules to ensure it’s in-line with your needs.

3. Once you’ve found a suitable listing, read through the reviews your potential host has received to see feedback from others in the EzyStayz community.

4. Contact the host to ask any additional questions you may have or take the next steps to book the space:

Some hosts have Instant Booking enabled which allows you to book the space immediately. Just enter your payment information, send your host a message to introduce yourself, and we’ll send a confirmation email with your trip details.

Other hosts prefer to pre-approve each booking, in which case you’ll need to click Request a Booking and wait for their response. Your payment method won’t be charged until the host accepts and confirms the booking (and nothing will be charged if they decline the booking). Hosts may also send through a Special Offer in response, with custom pricing, dates or other booking parameters for you to review before confirming the booking.

Search Filters

Once you’ve entered your arrival and departure dates, along with the number of guests your booking is for, you can filter your search to narrow the results in a number of ways:

1. Room type (private, shared, entire home)

2. Size of space

3. Instant Booking enabled

4. Price

5. Host's Social Connections (find friends in common)

6. Neighbourhood

7. Amenities on offer

8. Property type (eg. house, mountain cabin, beach villa)

9. Languages spoken by the host

10. Additional keywords within the listing title or description

Things To Bear In Mind When Searching Listings On EzyStayz

A few things to keep in mind when searching listings on EzyStayz include:

1. Location pins are added for each space available, but for privacy reasons are deliberately offset from the exact location. However, you will get the exact listing address as soon as you book a space.

2. House Rules and the listing's amenities, together with reviews from the EzyStayz community, should be carefully read to ensure there are no surprises after your booking confirmation.

3. If too many search results appear, use the search filters to narrow down your choice and find a space that suits your needs.

4. You can save the listings which interest you to your Wish List and view them again later without having to re-search.

How To Contact Hosts

You can contact a host to find out more information about their listing (or make a booking request) through the EzyStayz messaging system. Simply click Contact Host on the listing which interests you and take it from there! Gain a better understanding of your host's expectations, clarify what you can expect from the space, and ask any questions you need before deciding to book.

Viewing And Sending Messages

All communication on EzyStayz, from initial enquiries to post-booking discussions, happens through the site’s messaging system.

To view or send a message, simply click on the envelope icon in the top right-hand corner of the site, which will transfer you to your inbox. Here you'll see a different message thread for all the communication you have ongoing with the EzyStayz community. Click on any of these to view or reply to messages, and archive any that you no longer wish to see in your inbox.

Booking Status

A booking status tells you a lot about which step in the process your booking is at and what needs to happen for it to proceed. Here we've outlined what each status means so you can take the necessary action or wait for the required response:

Enquiry: the guest has sent the host a message but not submitted a booking request.

Booking Request: the guest has submitted a booking request for specific dates to the host.

Pending: the guest is waiting for the host to respond within 24 hours.

Expired: the host has taken more than 24 hours to respond to the guest's pending booking request and it is no longer valid.

Accepted: the host has accepted the guest's booking request and EzyStayz collects full payment from the guest and confirms the booking.

Awaiting payment: the host has accepted a booking request from the guest but payment has yet to be processed. If payment is not made within 24 hours the booking will be cancelled without penalty to the host.

Declined: the host has declined the guest's booking request.

Cancelled: the host or guest have either cancelled a confirmed booking or the guest has withdrawn their booking request before it was accepted by the host.

Action Required: the guest has submitted a booking request for a listing where the host has requested all guests have their ID verified and the guest must take action if they want to proceed with the booking.

Closed: the guest sent a booking enquiry to the host but has elected to no longer stay on the nights in question.

Not Possible: the guest sent a booking request for specific dates but some or all of those dates are no longer available.

Cancellation Policies

Each EzyStayz host determines their own Cancellation Policy, based on a range of options available to them. This determines under what circumstances they will refund money to guests if they cancel a booking (with extenuating circumstance the only exception).

It's important that guests review the host's individual Cancellation Policy before booking, so they are aware of what they will be entitled to if they need to cancel the booking. It can be viewed under the Prices section of their listing, and guests must agree to it when submitting a booking request.

Instant Bookings and Check Availability

Guests on EzyStayz can book listings using two different methods:

1. Instant Booking

Some listings offer the Instant Booking feature, which means you don't need pre-approval from the host before you can book them. After selecting the Book button, you will be redirected to the payment page where you will have the option to either pay for the booking in full or make a partial payment upfront using the Advance option. If you choose to make a partial payment, the remaining amount will be automatically deducted after a certain time period as defined by EzyStayz.

You will receive an email reminder regarding the remaining payment and a notification that the booking has been successfully confirmed. Or if the funds are not available, EzyStayz will notify you that it has been cancelled.

2. Check Availability

Many hosts prefer to pre-approve each guest before accepting bookings, which allows them to review your profile and dates to check suitability. Under these reservation conditions you will have the option to click on Check Availability, from where you will be redirected to the payment page to hold your reservation request. Here you will have the option to either pay for the booking in full or make a partial payment upfront using the Advance option. If you choose to make a partial payment, the remaining amount will be automatically deducted after a certain time period as defined by EzyStayz.

In both instances, your payment will be held by the payment gateway until the host accepts or declines the booking. If they decline the booking, the payment will be returned to you in full with no fees deducted.

Checking If A Booking Has Been Accepted And Confirmed

Unless you’re using the Instant Booking feature (in which case your booking is immediately confirmed), your booking will not be considered confirmed until you have completed your payment information AND the host has accepted your request. You may see a transaction in your statement while the booking is being processed and another appear when it is confirmed, but the payment will only be charged once. As soon as this happens, you will receive a confirmation email and the request status will change to Accepted. Remember that you can see the status of any booking request in your inbox or under Your Trips, and Status.

My Credit Card Isn’t Working

EzyStayz accepts the following forms of payment:

• Visa
• MasterCard
• Amex
• Braintree
• Paypal

So if your credit card isn't working, please check first that it appears on this list. If it is on the list, double-check your payment information and that your card has not expired, together with if you have sufficient funds in your account for the booking. If the payment still isn’t working, we recommend you contact your bank as they may be able to help solve the issue.

To submit your booking request using an alternative card, simply click Add New Card, or try using a different payment method.

EzyStayz Payment System Process

The EzyStayz payment process has been streamlined to make it as user-friendly as possible, ensuring you are paid in a timely manner for each and every booking. To protect both parties, and in accordance with our terms of service and policies, all payments must be made through EzyStayz.

As soon as a guest confirms their booking at your listing, they will pay EzyStayz who holds the money in case of cancellations or booking alterations. Once the guest checks in to your listing, EzyStayz releases the payment to you (minus service fees and any government taxes) within 24 hours.

Paying For A Long-Term Booking

For long-term bookings, guest payments are collected the same way as they are for nightly bookings, except on a monthly basis. This means that you'll be charged for the first month’s payment once your booking has been confirmed (although it will only be released to the host 24 hours after you have checked-in) and monthly thereafter for the remainder of the booking.

Monthly Pricing

Some hosts opt to set monthly prices for stays of 28 nights or more which are based on a nightly pro rata rate. So for 28 day bookings, the nightly rate is calculated as the total monthly price divided by 28, while for 30 day bookings the same calculation applies.

Please note that service fees and any additional charges or taxes will be added to the sub total.

Guest Service Fees

EzyStayz charges travellers a fee of between 6% and 12% on the booking subtotal (based on the length of their trip) + a 2% credit card surcharge. The longer the trip (and larger the subtotal), the smaller the service fee percentage will be.

In some areas, we are required to collect VAT by law and this will be combined with the service fee on the checkout page and may appear to be greater than 12%.

Please note that all bank and merchant service fees are charged over and above this.

Being Considerate As A Guest

To ensure both you and your host get the most out of your stay and share the same expectations, there's a few things we recommend you consider:

1. Make sure you complete your profile and have your ID verified, helping guests learn a little more about you before accepting your booking request.

2. Check all the listing details before you book, including House Rules, amenities and smoking preferences, ensuring that you book a place that’s right for you.

3. Treat your host's space as if it were your own, respect their House Rules, and show courtesy to neighbours or other residents.

4. If you have any special requests, issues or queries throughout the booking process, remember to clearly communicate them to your host.

5. Don't forget to leave a review after your trip and share your experience with the rest of the EzysSayz community.

Checking-In

There is no online check-in procedure when booking through EzyStayz, with all check-in and check-out details organised directly between the host and guest.

Ensure that you communicate with your host regarding what time you will check-in, the process for collecting the key to the listing, and that you can contact your host if any issues arise. Also bring a copy of your Trip Itinerary when you check-in, as all the necessary information will be available for you to refer to there.

If you’re delayed for any reason (traffic congestion, flight delays) and can't check-in at the time you arranged with your host, let them know as soon as possible to make alternative plans.

Check-in Issues

If you face any issues at check-in, first try and contact your host as they will be the person best equipped to assist you.

If you feel that the listing has been misprepresented by the host (eg. the room type is not as described in the listing or the amenities are unavailable), you may be eligible for a refund. If you can't resolve the issue with your host, you should take the following steps within 24 horus of your arrival at the listing:

Contact us so we can start documenting the issue.

Contact your host through the EzyStayz messaging system to let them know the issue.

Take relevant photos of the problem/issue.

EzyStayz can then assist you if your situation is applicable to the EzyStayz Guest Refund Policy.

Please note that if you feel your safety is threatened at any time during your stay at a listing, you should immediately contact the local police.

Making Changes To A Confirmed Booking

You can request to make changes to a confirmed booking if you want to alter the dates or number of guests. But please note that these changes will need to be approved by your host before being considered confirmed. To request changes to a confirmed booking, select the booking from under My Trips, and click Alter or Cancel, and follow the steps from there.

Making Changes To A Pending Booking Request

If you want to make changes to a pending booking request before it has been accepted by the host, just cancel the request and submit a new one with the applicable changes. Just find the relevant booking request under Your Trips, click Cancel Request, and then OK to confirm. You can then send the host a new booking request with the appropriate details.

Cancelling A Booking

If you need to cancel a confirmed booking, try and do so as soon as possible by selecting the relevant booking under Your Trips and clicking Cancel. Please note that your cancellation will be applied in-line with the host's Guest Cancellation Policy.

Cancelling Or Changing A Long-Term Booking

Long-term bookings are covered by the Long-Term Cancellation Policy and require 30-days notice to cancel. Please review this policy to see how it is applicable to you should you wish to cancel or make changes to a long-term booking.

EzyStayz Resolution Centre

The EzyStayz Resolution Centre is a platform you can use to manage any disputes or additional payments which may be related to your rental or stay using EzyStayz. This includes making requests for refunds and claims on security deposits, together with any payments outside of the booking agreement.

Generally, hosts and guests are able to resolve most issues without the assistance of the EzyStayz Resolution Centre staff. However, if you do require our assistance, you can do so 72 hours after opening your request. We recommend requesting our assistance if:

You are unable to reach an agreement with your guest

You feel uncomfortable or pressured dealing directly with your guest

You are unsure of the EzyStayz policies and would like guidance on determining the outcome of your request

Please note that all resolution requests should be made within 60 days of your guest checking out, and if you request our assistance through the EzyStayz Resolution Centre, you accept and understand that any decisions made by EzyStayz will be final.

You can use the EzyStayz Resolution Centre to pay or request payment for areas related to your EzyStayz trip, including refunds, additional payments outside of the agreed trip payments, or to request claims on security deposits.

When to Involve the EzyStayz Resolution Centre

Generally hosts and guests can resolve most issues without the assistance of the EzyStayz Resolution center, however if you require our assistance you will be able to do so 72 hours further to opening your request. We recommend requesting our assistance should:

Your guest does not respond within 72 hours

You are unable to reach an agreement with your guest

You feel uncomfortable or pressured dealing directly with your guest

You are unsure of the EzyStayz policies, and would like guidance from EzyStayz on determining the outcome of your request

Note that should you request our assistance, you accept and understand that any decisions EzyStayz makes will be final.

Resolution Centre Process

If you request assistance from EzyStayz in handling a dispute with a guest, a dedicated member of our team will be assigned to your case. They will carefully review the information provided by both parties and request any additional documentation that may be required to come to a fair and reasonable outcome, based on EzyStayz' policies. Once a decision has been made by EzyStayz, it will be considered final, even if it is not in-line with your preferred outcome. If refunds or payments are required, these will be processed by Ezystayz on your behalf.

Being Refunded After Host Cancellation

If a host cancels your confirmed booking, you can request a full refund at any time. But please note that these refunds are not processed automatically and must be requested. To request a refund, find the relevant booking under Your Trips and click Request a Refund. You will then receive a refund within 7 days.

Adding Or Removing Credit Card Information

If you wish to add a new credit card to your EzyStayz account, simply click on Account, Payment Methods, and Add Payment Method. You can then enter the new credit card details. You can also remove any card listed on your EzyStayz account, as long as it is not your default payment method, by clicking Remove.

Using Alipay To Pay For EzyStayz Trips

If you choose Alipay as your payment method when submitting a booking request, you will be redirected to the Alipay website. Here you can log into your account and make the applicable payment. Your Alipay account will automatically be refunded in full should the booking request be declined, expire, or be retracted by you.

Using PayPal To Pay For EzyStayz Trips

If you choose PayPal as your payment method when submitting a booking request, you will be redirected to the PayPal website. Here you can log into your account and authorise the payment. If the booking request is declined or expires, this authorization will automatically be voided without charge. If the booking request is accepted and confirmed, your payment will then be processed.

My Credit Card Isn’t Working

EzyStayz accepts

• Visa
• MasterCard
• Amex
• Braintree
• Paypal

So if your credit card isn't working, please check first that it appears on this list. If it is on the list, double-check your payment information and that your card has not expired, together with if you have sufficient funds in your account for the booking. If the payment still isn’t working, we recommend you contact your bank as they may be able to help solve the issue.

To submit your booking request using an alternative card, simply click Add New Card, or try using a different payment method.

8 Tips For Effective Hosting!

Tip #1: Make Your Listing Page Effective

The more detailed and accurate your listing page is, the more likely you are to receive booking requests from guests who are a suitable fit for you. To really make your listing stand out from the rest, you can request our free professional photography service to capture high-quality images.

Tip #2: Be Competitive To Attract Guests

As an Ezystayz host, you have complete control over what rates you choose to charge for your listing. You can opt to either set one standard nightly rate, or different pricing options, such as a weekend rate, weekly rate, or monthly rate. In addition, you can also set special event rates during periods when your listing is likely to be in high-demand, much like a hotel would.

When calculating your rates, remember that EzyStayz charges a service fee of 3% which is automatically deducted from the guest payment at the time of booking, prior to the rest being credited to your account. Guests also pay fees on a sliding scale from 6% to 12% over and above your rate. Try and set a rate that takes into account these fees, while remaining competitive to attract guests.

Tip #3: Establish Booking Guidelines

When setting up your listing on EzyStayz, you can set reservation guidelines and requirements to ensure peace of mind with the guests you invite into your space. You can opt to only allow guests to make booking requests once they have completed the Verified ID process (provided you have your ID Verified also) or select certain criteria that allows guests to choose the Instant Booking method, rather than wait for your pre-approval.

Tip #4: Make Sure To Mark Your Listing As Public!

Once you’ve completed your listing page, including detailed information about the property and photos, remember to set the page to Listed to ensure it can be viewed by the EzyStayz community. After a period of 12 hours, it will then become visible to other members and be ready to book!

Tip #5: Use EzyStayz Messaging System To Communicate With Guests

EzyStayz provides you with a unique on-site email address that allows you to keep all your communications with guests centralised and safe through the EzyStayz messaging system. To ensure your privacy, EzyStayz doesn’t make any of your personal contact information available to the broader EzyStayz community, and only provides guests with your telephone number and the address of your listing once they have a confirmed booking with you.

Tip #6: Respond To Guests Promptly

To ensure guests can make their travel plans efficiently through EzyStayz and to protect your response rate on the site, we ask that all hosts answer booking enquiries within 24 hours. The faster your response rate to enquiries, the more likely guests are to confirm their booking and write a favourable review at the end.

Tip #7: Take Advantage Of EzyStayz’ Tools To Manage Your Account

At EzyStayz, we want to make it as easy as possible for you to keep track of your reservations, communicate with clients and receive payments by offering numerous tools for hosts to use. Make sure you regularly login to your account to check your dashboard for any pending notifications and take advantage of the EzyStayz messaging system to make final arrangements with your guests. Our secure payment system ensures you get paid in a timely manner when guests book your listing and will be compensated if they cancel at the last minute. The EzyStayz platform and its tools have been designed to create a hassle-free accommodation booking experience and increase your success rate, so make the most of it!

Tip #8: Avoid Cancelling Confirmed Bookings

Sometimes exceptional or extenuating circumstances mean you just have to cancel a booking, but in all other situations, we highly advise hosts to honour all confirmed bookings. Remember that guests are counting on you for a stress-free trip and you may face cancellation fees or penalties.

Who Can Be An Ezystayz Host?

No matter who you are or where you live, the EzyStayz booking platform is at your service! If you feel that guests will want to explore your neighbourhood and you have the qualities of a dedicated host, then simply sign up and follow the instructions to list your space. You might have a spare room in your house, a beachside villa or a rustic cabin in the mountains. At Ezystayz, we are redefining the way people stay and opening up the accommodation market to the whole world.

Ezystayz Listing Restrictions

At EzyStayz, we welcome a diverse range of listings to meet the needs and desires of our guests around the world. As a result, our listing restrictions are minimal, allowing hosts to be as creative as possible in the spaces they opt to rent. However, we do require that the space you are listing be represented accurately on the site, that you as the host have the right to rent it, and that it be used for lodging purposes only. If you decide to rent a moveable listing (eg. a boat or mobile home), these need to be attached to a specific location (as per the listing) for the length of the booking.

If we feel that your listing does not meet Ezystayz guidelines or its Terms of Service, it may be removed and your account suspended or cancelled at our discretion.

Audio And Video Surveillance

If you wish to install audio or video surveillance at your property, you first need to consult the laws applicable to your jurisdiction. If you do have audio or video surveillance installed, we ask that you respect the privacy of EzyStayz guests and state this in your listing. In addition, you should always ask your guest's consent at the time of booking if your property will have audio or video surveillance in operation during their stay.

Legal Considerations For Hosting

Laws governing rental accommodation vary across the globe, and EzysSayz cannot provide legal advice relevant to your individual city or destination. We highly recommend that all potential hosts check the laws in place at their location regarding any restrictions you may face when hosting paying guests, as well as occupancy taxes or other levies. Hosts should be aware that by listing your space on EzyStayz and accepting our terms of service, you attest that you will do so in line with your local laws.

If you are renting out your space on a regular basis, your current home-owners insurance may not cover you for damages while guests were staying and we highly recommend you check your current coverage and make any alterations to your policy as necessary. For hosts in Australia, we recommend NRMA's Holiday Rental Insurance [https://www.nrma.com.au/holiday-rental-insurance], while for those living in the UK, Home Protect [www.homeprotect.co.uk] offers specialised home insurance policies. If you are renting from the US, we recommend CBIZ's Vacation Rental Insurance [https://cbizspecialtyinsurance.com/vacation-rental].

Hosting Long-Term Guests

As laws governing rentals vary across the world, EzyStayz cannot provide you with legal advice when it comes to hosting long-term guests in your listing. Many, if not all, jurisdictions have laws in place with regards to how long someone can stay in a home/residence before obtaining legal rights as a tenant, what constitutes a rental agreement, and whether rent control laws are applicable to your listing. Ezystayz highly recommends you review your local laws and regulations before you accept any long-term reservations, and contact a landlord/tenant lawyer for further advice.

If you decide to host a long-term guest and they either refuse to leave or overstay the agreed booking, be aware that statutes exist in most countries which allow landlords to evict tenants through summary proceedings. EzyStayz highly recommends you contact a landlord/tenant lawyer if such a case arises to understand the options available to you.

Property Rules And Regulations

As your listing may be bound by the rules and regulations of your lease, co-op or homeowners association, it's important that you know what they are before you decide to host through EzytSayz and ensure you comply with them. In addition, the laws of your city/county/state may impede your ability to host, so make sure you review them before advertising your listing.

Sharing Listings On Social Media

You can make your listing accessible to those outside of the EzyStayz community by sharing it to your social media sites. This will widen your audience of potential guests, although they won't be able to book your listing unless they sign up as a member to EzyStayz also. To share your listing, simply click on the applicable icon and those connected to you through your social media sites will be able to see it.

Embed Listing On Website

If you want to embed a preview of your listing onto your own website, you can do so in a few short steps:

• Select Manage Listings under Your Listings
• Click on the name or image of the listing you’d like to embed on your site
• Look for the Embed button located below Save to Wishlist on your listing page
• Preview how the listing will look on your site, and if you’re happy with it, simply click Copy Embed Code to copy the HTML code and paste the code onto your website

Listing Multiple Rooms

On EzyStayz, you can list as many rooms or spaces as you like, be it a private room, a couch or an entire house. But each single space available for booking must be listed separately.

If you want to list more than one space in the same house or building, you will need to create individual listings for each one, including a detailed description of the applicable space and its own booking calendar.

When listing a space on EzyStayz, you can select from three different room types, depending on which suits your property:

• Shared rooms – the guest shares the listed space with you or other guests
• Private rooms – the guest has a private room/bedroom, but will share the remainder of the space (bathrooms, lounge, kitchen etc.) with you or other guests
• Complete homes/apartments – guests book the entire property listed and won't be sharing any spaces

Editing A Listing

You can edit different aspects of a listing under Your Listings, with the option to alter the description, photos or pricing under Manage Listing, and make any changes to the availability under Calendar.

Please note that while EzyStayz will automatically save your changes as you edit, the changes you make will only appear once you have completed the steps required to list your space.

Deactivating Listings

If you no longer want your listing to appear in searches, either temporarily or permanently, you can do so under Manage Listing. By selecting Unlisted, your listing will not appear in future search results, although confirmed bookings will remain current and you are still required to honour them.

You can only permanently deactivate your listing if you have no upcoming bookings or ongoing booking requests on that particular listing. To permanently deactivate a listing, click on the link at the bottom of the page under Manage Listing. Please note that all history related to the listing, including reviews, will remain on your profile.

House Rules And Manuals

House Rules and Manuals are a great way to manage guest expectations at your property and ensure they have access to all the information they need, without having to contact you unnecessarily during their stay.

House Rules may cover things such as smoking regulations and whether or not you allow guests to have visitors during their stay. House Rules can be posted on your listing page so guests can make an informed decision before booking. After you’ve completed all steps to list your space, you can add your House Rules by clicking on Manage Listings and Calendar, then Details, Extra Details, and finally House Rules.

You can also add a House Manual to your listing, including details such as how to connect to the WIFI, where extra linen can be found and how the hot water can be turned on. The House Manual can be added by clicking on Manage Listings and Calendar, and then selecting Listing where you’ll find a House Manual section. We also recommend you provide a hard copy of your House Manual at the property for guests to peruse on their arrival.

Setting Your Listing Address And Map

To help guests find your property, you can set your listing’s address by clicking on Manage Listings and Calendar, then selecting Location. Choose the relevant country from the drop-down menu and then fill out your address details.

If you find that the map location for your listing is not accurate, you can edit it by following the steps below:

1. Select Manage Listings

2. Click Manage Listings and Calendar

3. Choose Location

4. Select Edit Address and click Next in the pop-up box

5. Click the Adjust Pin Location button, then drag the pin on the map until it is in the correct spot and click Finish to save

Please note that if you move to a different location and what to rent a new space, you need to create a new listing and cannot edit an existing one.

Performance Listing

You can keep track of your listing's performance on your dashboard, where metrics for Listing Views, Requests Received, and Confirmed Reservations can be seen.

If you want to improve the performance of your listing and attract more guest views, try adding additional information or photos to make it more appealing, lowering your price to capture a broader audience, or increase its availability so it appears in more search results.

Changing Neighbourhoods

Based on its address, your listing may automatically be assigned to a neighbourhood and this cannot be altered. EzyStayz details neighbourhoods in some of the most popular destinations around the globe, but if a neighbourhood doesn’t display in your search result, it may just be that it hasn’t been included yet. If your address lies on the boundary of two different neighbourhoods, it may be assigned to both.

You can find out more about individual neighbourhoods in our Neighbourhood Guide section which indicates some of the highlights of the area and the kind of atmosphere you can expect.

Adding Listing Photos

To list your space on EzyStayz, you need to add at least one photo to give your guests a visual idea of the property. However, we recommend you add as many photos as possible to allow your guests to truly feel what it would be like to stay in your space.

To add photos to your listing, simply select Manage Listing and Calendar, then click on Photos and Add Photos. You can then browse your computer and upload one or more photos to your listing. You can then order/reorder them by clicking on the photo and dragging it to your desired position. The first photo is the most important and will appear at the top of your listing, while the first three photos will appear on your listing page. Guests can view additional photos by clicking on any one of the three displayed. If you want to delete a photo, simply click on the trash icon which appears when you hover your mouse over the photo.

If you want to make any edits to a photo, such as alter the orientation or crop the image, you will need to do so on your computer and then upload the photo again. We recommend a resolution of at least 1024x683 pixels for each photo, and remember that the higher the resolution, the better the photo will look!

Capturing Great Listing Photos

You don't need to be a professional photographer to take great photos of your listing, but there's a few tips and tricks which will ensure you come away with the best images possible.

• Make sure your images are high-resolution - we recommend at least 1024 x 683 pixels
• Lighting can make all the difference and natural daylight generally works best
• Make sure your space is clean and tidy, as an uncluttered space is much more appealing to potential guests
• Shoot in landscape rather than portrait format as it works much better for property listings
• Capture a variety of shots, both indoors and outdoors, and highlight any unique amenities or original features of your listing

At EzyStayz we know that your success is our success, which is why we offer professional photography services in select cities. If you are interested in having a professional photo shoot of your listing, please click here.

Applying For Professional Photography

EzyStayz is pleased to offer professional photography services in select locations, assisting our hosts in showcasing their listings through high-quality images. To find out if your listing is eligible, visit our photography page and click on Apply Now for the listing you would like photographed.

To be eligible for our professional photography services, you must have a verified phone number and email address associated with your listing(s), and you can only apply for up to four of your listings.

While we’re constantly adding professional photographers to the EzyStayz team, these services are not currently available at every listing location.

Professional Photography Application Process

After you apply for our professional photography service, we will contact one of our independent professional photographers located in your destination. They will then contact you via EzyStayz within 7 days to discuss availability, including the date, time and expected duration of the photo shoot. For your peace of mind, all EzyStayz photographers have a verified badge on their profile.

After the scheduled photo shoot, your images will be edited and uploaded to your listing page within 3-4 weeks. Please note that EzyStayz will retain all rights to photos taken by their team of professional photographers and copies will not be made available to hosts.

Preparing For A Professional Photography Shoot

Once you've applied for a professional photo shoot with one of EzyStayz' photographers and scheduled an appointment, it's time to prepare your listing.

• Make sure your space is clean, tidy and inviting! Remove any clutter away, together with any personal items you don't want to appear in images. Make sure the beds have been made, bathrooms are sparkling clean and all surfaces have been cleared.
• Let natural light in! All EzyStayz professional shoots are scheduled during daylight hours, so open curtains and blinds to let the natural light pour in.
• Details matter! Make a note of any unique property features and ask your photographer to highlight these during the photo shoot.

Remember that you need to be available at the property throughout the scheduled photo shoot. If you do need to cancel for any reason, please provide the photographer with at least 24 hours notice. You can cancel the photo shoot by selecting Manage Listings, then Manage Listings and Calendar, before clicking on Photos and then Cancel. But we ask that you also send your photographer a message via the EzyStayz messaging system to let them know directly.

Offering Guests Internet Access

Most people want to stay connected when they're away from home, and offering your guests free WIFI during their stay is a great selling point. In your listing you should let guests know exactly what is available and whether you have a computer already set up with internet access or they need to bring their own device to connect. Make sure your wireless network is password protected and write the password down clearly in your House Manual for guests to access. It's also a good idea to outline what is acceptable in terms of internet usage, as you don't want your guests downloading anything that is illegal during their stay.

Adding Amenities To A Listing

When guests are deciding on book accommodation, there’s usually a few specific amenities that they are looking for. So we recommend that hosts add all the relevant amenities their space offers clearly in their listing, increasing their chance of receiving booking requests. Amenities can be added under the Your Listings section by clicking Manage Listing and Calendar, then selecting Amenities. Here you can check all the amenities your space offers, as well as add any important additional information about them.

Popular amenities that guests look for include internet access (make sure you specify if it’s wireless), bedding and linen, climate control heating and air conditioning, televisions and kitchen utensils. Give as much detail as possible about each amenity (for example if your space is fan heated or centrally heated) so your guests know what to expect when they arrive and can plan ahead for any amenities that you don’t offer.

Hosting Children and Safety Considerations

Deciding whether you want to allow children or infants at your property is something you should indicate clearly to guests on your listing page. Provide details of any amenities that are kid-friendly and anything they need to be aware of in terms of safety if they are visiting with young ones.

A few things to consider are:

• Ensure you have a gate around your pool and removable safety gates for stairs
• Make sure all cleaning products and chemicals are stored well away from their reach
• Secure all heavy furnishings, such as TVs, so that they cannot fall during unexpected accidents
• Ensure you have working smoke alarms installed
• Provide a portable crib for those traveling with infants, placed away from windows and blinds

Checking Calendar Pricing and Availability

You can check your calendar and reservations at any time through the Manage Listing and Calendar section of the listing page. Different colours are used to clearly denote different booking statuses: confirmed reservations are shown in blue and dates which you have marked as “unavailable” are shown in grey. Additional information can also be seen regarding each confirmed reservation, with an information icon visible on the booking square.

Your listing’s base nightly rate will show for every night you have available, and if you have weekend rates, these will show for the weekends you have available. Any nights you change to feature custom rates will be updated once you make that change. Please note that whenever you change your pricing for a specific date, this will override any pricing already in place.

You can view your calendar for multiple active listings at the same time by selecting View Multi-Calendar under Manage My Listings. You can also see how your calendar is displayed to guests by checking the Arriving section on the relevant public listing.

If you want to edit pricing and availability on any listing, you can do so by clicking on Manage Listings, then Manage Listing and Calendar, and double click on the date you want to edit. Make the applicable changes (“available” or “not available”) and click Save.

To change your listing from Listed to Unlisted (or vice versa), you can do so via the menu on your calendar page.

You can also manage your booking availability through a number of areas:

• Same-Day Requests – this allows you to block requests for guests who would arrive on the same or next day
• Preparation Time – this allows you to block off dates between guests if you need time to prepare
• Distant Requests – this allows you to block requests for trips beyond a certain time period (e.g. if you only want receive requests or bookings from guests who will be arriving in the next two months)
• Minimum Stay and Maximum Stay – here you can set the minimum or maximum number of nights you wish to accept bookings for
• Add a Requirement for Seasons or Weekends – this allows you to set different minimum night requirements for a set time period or define the dates on which you accept check-ins

Calendar Colour Coding

Under the Manage Listing and Calendar of your listing, you will notice that different actions/events are coded in different colours

Available dates are White, while unavailable dates are Grey

Confirmed reservations and booking requests pending confirmation are shown in Blue

Blocked dates on your calendar follow the above colour coding, with White showing availability and Grey unavailability. You can also block dates manually for any reason (as long as they don’t have confirmed reservations) through the Manage Listing and Calendar page. Select Calendar and double-click on the dates you wish to block, then select Not Available and click Save.

Unable To Send Pre-Approval

If your calendar is blocked for some or all of the dates a guest is requesting to stay, you will not see the option to pre-approve their booking. If you wish to accept their booking request, you will need to edit your calendar accordingly and the pre-approval option will become available.

Make Your Listing Public

Once you've finished creating a listing page or wish to make it public after de-listing it, you can do so under Your Listings. Select the listing you wish to make public and simply click Listed. Please note that it may take up to an hour or so for the listing to reappear in the search results.

Deactivating Your Listing

If you no longer want your listing to appear in searches, either temporarily or permanently, you can do so under Manage Listing. By selecting Unlisted, your listing will not appear in future search results, although confirmed bookings will remain current and you are still required to honour them.

You can only permanently deactivate your listing if you have no upcoming bookings or ongoing booking requests on that particular listing. To permanently deactivate a listing, click on the link at the bottom of the page under Manage Listing. Please note that all history related to the listing, including reviews, will remain on your profile.

Sync Your EzyStayz Calendar With Other Calendars

You can sync your EzyStayz calendar with calendars from your other holiday rental sites via the calendar import page. This will help you to stay up to date with bookings being made at your property and any blocked dates due to personal commitments.

Keep in mind that when your calendar is imported from another holiday rental site, it will only display booked or blocked dates and won't provide information about special or seasonal pricing. We can't always guarantee that calendar imports will be 100% correct, so always double check the pricing and calendar availability once it has been imported.

How Can I Synchronise My EzyStayz Calendar?

If you want to synchronise your EzyStayz calendar with your other holiday rental site calendars, you first need to login to your EzyStayz account and select “Your Listings” under the drop-down menu. Select “Manage Listings” and then click on “Manage Calendar” and a link will be displayed for any active properties.

Scroll down to “Synchronise Calendars” and paste your calendar’s URL into the Calendar Address (URL) field, then click “Import”.

How Can I Export My Calendar from Airbnb?

Firstly, login to your Airbnb account and click on “Manage Listings” from the drop-down list. Select “Availability" and scroll to the bottom of the page where there’s an option to “Export” your calendar under the “Sync Calendars” sub-header. Copy the export URL for your calendar, then go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from HomeAway?

Login to your HomeAway account and click on “Calendars” before selecting “Reservations” in the sidebar menu. Click on the “Import/Export” arrows icon and select “Export Calendar”. Copy the export URL for the calendar, then go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from VRBO?

Login to your VRBO account and click on “Calendars” before selecting “Reservations” in the sidebar menu. Click on the “Import/Export” arrows icon and select “Export Calendar”. Copy the export URL for the calendar then go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from Google?

Login to your Google account and click on the “Main Menu” sidebar button. Select the calendar that you want to export in the “My Calendars” section, then click on the “Options” icon on the selected calendar and choose “Settings and Sharing”. Under the “Access Permissions” section, select the checkbox for “Make Available to Public” to make the selected calendar public, then scroll down to the “Integrate Calendar” section and copy the field link “Public Address in Ical Format”. Go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from iCloud?

Login to your iCloud account and click on the “Calendar” icon. Select the calendar that you want to export and click on the “Sharing” icon. Select the “Public Calendar” checkbox and click on the “Copy Link” text to copy the calendar’s public URL. Go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

Deciding How Much To Charge

When it comes to deciding the rates you want to charge for your listing, you are in complete control and there are no set prices you need to follow. If you're not sure what to charge, you can survey your neighbourhood to get an idea of the market rates applicable to your space or peruse other similar listings on the site and set a rate that is competitive. When setting your rates, remember that you will be charged a small commission fee by EzyStayz and you should also disclose up front any other expenses (such as cleaning or equipment rental fees) that your guests may incur while renting your space.

Adding Cleaning Fees

If you wish to add cleaning fees to your listing, you can do so through Your Listings, Manage Listing and Pricing, where you will find the Additional Charges option. After setting a cleaning fee rate, it will appear on your listing and be applied to each new reservation booked.

Please note that cleaning fees are applied as a one-off payment for the stay and not added as a nightly charge. Cleaning fees are also subject to EzyStayz' commission fees as they are included in the overall booking fee charged to the guest.

Using Instant Booking

Instant Booking allows guests to immediately book your space for the dates they require, without having to wait for pre-approval. Some guests prefer this option as it allows them to make their travel plans swiftly and easily. Because the booking is confirmed immediately, your response rate for the applicable listing is likely to increase and your listing’s search result placement improve.

Once a guest has booked your listing using the Instant Booking option, all you need to do is get in touch with them through the Ezystayz messaging system to discuss check in logistics and any other last-minute details.

Managing Instant Booking

You can easily turn Instant Booking on or off under Manage Listing, by clicking on the Instant Booking option below Pricing.

You can either allow everybody to book your space instantly or set specific criteria to determine who is eligible to use the Instant Booking option. This may include only allowing guests who have positive reviews on EzyStayz in order to protect yourself and your property. Only guests with a profile photo can use the Instant Booking option and you can add your additional preferences by selecting from the options in the Instant Booking drop-down menu.

Optimize Your Listing

Optimizing your listing will ensure it comes up in searches on EzyStayz and help to boost its visibility in search engines, both of which will result in more reservation requests. Consider terms that potential guests may be using to search for accommodation and include these in your listing. This might be a major tourist site or landmark near you, or a particular festival or event occurring nearby.

Ensuring you complete each section of your listing and profile on Ezystayz, as well as keeping your calendar up-to-date, will also help you to attract potential guests. Don't forget to promote your listing through your social media and other websites to showcase it to as many people as possible!

Check Your Listing Is Showing In Search Results

You can check to see how your listing appears in EzyStayz search results by searching using relevant terms and dates which you know are available. Please note that if you have just completed or edited your listing, it may take a few hours for it (or any changes you have made) to appear in search results.

How Does EzyStayz Determine Search Results?

There are many factors which determine how search results are ordered on EzyStayz, many of which are due to guest preferences selected during their search. But there are also a few elements which you as the host can control and enhance to improve your listing’s search result placement.

If you want your listing to achieve a high search placement and attract as many potential guests as possible, here’s a few questions to ask yourself:

How appealing is your listing page?

Make sure your listing and description are appealing, informative and clearly outline the experience you will offer to guests.

Upload a range of high quality images which showcase different areas of your listing and allow potential guests to envision their stay there.

Is your pricing competitive?

Make sure your prices are competitive compared to similar listings in your area, as many guests filter their search by pricing to correspond with their budget.

Do you have positive reviews?

Guests want to see positive reviews before they decide to book a space, so make sure you write reviews for your previous guests so their reviews are displayed to the rest of the community.

Are you verified?

Guests like the added peace of mind that comes with verified hosts, so be sure to complete the process to receive your verification badge.

How easy is your space to book?

The better your response rate is to booking requests, the better your placement will be in search results, so make sure you respond as quickly as possible to all enquiries, preferably within 24 hours.

In addition, the more pre-approvals of guest bookings you have, the better your placement will be in search results, so accept as many bookings as possible.

Consider using the Instant Booking option which will improve both your response and acceptance rates and may help you rank better in search results.

Is your calendar up to date?

Ensure your calendar is always up to date and accurately shows your availability to attract as many potential guests as possible and avoid cancellations resulting from other commitments.

Have you cancelled any bookings?

Cancelling bookings is sometimes unavoidable, but it will negatively impact your search placement so try and avoid it whenever possible.

Is your location accurate?

Most guests filter their search by destination and being specific about where you are located (together with any famous sites or landmarks nearby) may help to improve your search ranking.

Are you connected?

Connecting your EzyStayz account with your social media sites will ensure it displays more prominently to guests with who you have shared connections.

Using Your Dashboard

As a host, your Dashboard is your home page, displaying all your hosting activity and relevant information for review. To help you get acquainted with your dashboard, we've outlined its main features below:

Reservations and Earnings:

In the top right-hand corner of your dashboard you will see a number which displays the total amount you can expect to earn that month, based on your current bookings. You can also see your full payment history by navigating to Transaction History. If you want an overview of your earnings, you can click on Earning Details to see:

Earnings paid to you for the current month

Earnings still expected to be paid for the current month based on your upcoming bookings

The total amount you can expect to earn for the month

The total amount you have earned so far in the current year

Pending Booking Requests and Enquiries:

Here you can see which booking requests and inquiries you have received, read any messages sent by the guest, and either confirm, pre-approve or decline the request.

Remember that you have a set amount of time to respond to booking requests, indicated on the count-down clock alongside it.

Your EzyStayz Alerts:

If there are any updates or notifications from EzyStayz, you’ll find these here

Confirmed Guest Messages:

Once a booking has been confirmed, you'll see any messages from the guest here, along with their arrival date and length of booking.

Listing Performance Review Graph:

This graph tracks how well your listing is performing and indicates:

The number of views your listing has had from potential guests

How many booking requests your listing has received

How many confirmed reservations you have for this listing

Please note that this graph works on a slight delay and may not show views, requests or bookings made within the last 3 days

Superiorhost Status:

This section tracks your progress towards qualifying for or maintaining your Superiorhost status and is updated automatically based on a one-year window.

Viewing Messages

To view messages in your EzyStayz account, you first need to be logged in, then click on the envelope icon to enter your inbox. Here you'll see a message thread for each booking enquiry or request and you can click on each to see recent messages and replies. If you want to remove any messages from your inbox, you can select to archive them.

Please note that you can only send 30 messages within any 24-hour time period using your EzyStayz account.

Checking Late Or No Response Messages

If you want to check which reservation requests you responded to late (or not at all), you can filter the messages in your inbox. Select the Late or No Response filter from the drop-down menu and the relevant messages will appear, allowing you to see those requests that are negatively impacting your response rate.

EzyStayz Email Addresses

For every host and guest, EzyStayz creates a unique and temporary EzyStayz email address with the host.ezyStayz.com and the guest.ezyStayz.com suffixes respectively. This is to protect your privacy and prevents your personal email address from being made public. These email addresses allow you to send and receive messages from your normal email client, or you can opt to chat through the Ezystayz messaging system.

Contacting A Guest On The Day Of Booking

If your guest is running late or you need to get in contact with them on the day of their booking, first you should try to call them on the phone number they have provided you. Alternatively, try messaging them through the EzyStayz messaging system or their EzyStayz email address, as they may not have phone reception or connection at your destination.

If a guest is late or doesn't arrive on their booking date, you will still receive payment for the booking provided you have upheld all of your obligations as an EzyStayz host.

Response Rate Calculations

The most important metric used to calculate your response rate is whether or not you respond to a guest within 24 hours of them sending you a booking request or enquiry. If you respond outside of that time period, it counts as a late response and will negatively impact your response rate. But remember that you should still respond so the guest knows the outcome of their request and if they can book your listing.

Different Booking Status

A booking status tells you a lot about which step in the process your booking is at and what needs to happen for it to proceed. Here we've outlined what each status means so you can take the necessary action or wait for the required response:

Enquiry: the guest has sent the host a message but not submitted a booking request.

Booking Request: the guest has submitted a booking request for specific dates to the host.

Pending: the guest is waiting for the host to respond within 24 hours.

Expired: the host has taken more than 24 hours to respond to the guest's pending booking request and it is no longer valid.

Accepted: the host has accepted the guest's booking request and EzyStayz collects full payment from the guest and confirms the booking.

Awaiting payment: the host has accepted a booking request from the guest but payment has yet to be processed. If payment is not made within 24 hours the booking will be cancelled without penalty to the host.

Declined: the host has declined the guest's booking request.

Cancelled: the host or guest have either cancelled a confirmed booking or the guest has withdrawn their booking request before it was accepted by the host.

Action Required: the guest has submitted a booking request for a listing where the host has requested all guests have their ID verified and the guest must take action if they want to proceed with the booking.

Closed: the guest sent a booking enquiry to the host but has elected to no longer stay on the nights in question.

Not Possible: the guest sent a booking request for specific dates but some or all of those dates are no longer available.

Booking Fluctuations

It's normal for there to be busy and slow travel periods in each destination across the globe, and your listing enquiries will probably reflect that. If you notice a drop in your listing's views during off-peak periods, one way to attract those guests who are travelling is to reduce your prices to reflect the season and demand. You can also try making more dates available across your calendar or enable the Instant Booking feature to appeal to a broader audience of potential guests.

Booking Requests

Many hosts prefer to pre-approve each guest before accepting bookings, which allows them to review profiles and dates to check suitability. Under these reservation conditions, guests will have the option to click on Check Availability, from where they will be redirected to the payment page to hold their reservation request.

Hosts can pre-approve a guest after they receive a booking request, which allows them to automatically confirm the booking. This will be available as one of four options they have to respond:

• Pre-approve their request so they can confirm the booking
• Send them a special offer
• Decline their booking enquiry
• Reply with a message to discuss the enquiry further

If the pre-approval option isn’t made available at the time of booking enquiry, it means your calendar is already booked for some or all of the dates in question.

If you want to remove a pre-approval already sent, before the guest confirms the booking, you can click on Remove Pre-Approval in the message thread in your inbox. Please note that pre-approvals cannot be edited if the guest or host wish to change the dates of the booking, in which case a new pre-approval should be sent.

Special Offers

Special Offers enable you to propose a custom rate for your guest's stay, after they have sent you a booking enquiry. Please note this does not apply to booking requests or instant bookings. To send a special offer, click Attach Special Offer in the corresponding message thread with the price you are proposing for their stay and wait for their response.

There are three reasons why you may not be able to send a guest a Special Offer:

• Your calendar dates are booked or blocked for all or some of the dates requested
• You have pending booking requests from other guests for those dates
• Your guest submitted an official booking request, in which case you can not send a Special Offer. In this case, you will need to use the alterations tool to make any changes required to their booking.

If you want to cancel or remove a Special Offer already sent to a guest, simply click on Remove Special Offer in the corresponding message thread within your EzyStayz inbox.

If you would like to make a Special Offer available for another listing, you’ll need to remove the original offer and send a new one through on the applicable listing. You can only make these changes on Special Offers which have not yet been booked, and once the booking has been accepted, you'll need to alter the listing using the alterations tool.

If you've sent a guest a Special Offer for specific dates, but would like to make it available for different dates, you’ll need to remove the original offer and send a new one through on the applicable booking dates. Please note that you can only make these changes to Special Offers on bookings which are yet to be confirmed, and once the booking has been accepted, you'll need to alter the listing using the alterations tool.

Acceptance Rate Calculations

Your acceptance rate as a host is calculated as the total number of booking requests you’ve accepted, combined with the total number of pre-approved enquiries you’ve sent within the past year. This enables us to calculate an acceptance rate as a percentage and we recommend hosts should aim for a minimum of 75%.

Security Deposits

You can add security deposits on your listing(s) to cover any unforeseen damages which might occur during your guest's stay, however this must be disclosed prior to accepting bookings through the site. Please note that all security deposits must be handled on the EzyStayz site, as per our terms of service which prohibit off-site payments.

Once you have added a security deposit requirement to your listing, it will apply to all confirmed bookings, although no charges or authorisations will take place prior to a claim being made by the host. Once a guest checks out, you have 48 hours in which to make a claim if damages have occurred. In such cases, EzyStayz will mediate the issue with the guest and, if applicable, collect payment to be issued to you. Please note that EzyStayz does not charge service fees on security deposits, as these are not included in the total cost of the booking.

EzyStayz Resolution Centre

The EzyStayz Resolution Centre is a platform you can use to manage any disputes or additional payments which may be related to your rental or stay using EzyStayz. This includes making requests for refunds and claims on security deposits, together with any payments outside of the booking agreement.

Generally, hosts and guests are able to resolve most issues without the assistance of the EzyStayz Resolution Centre staff. However, if you do require our assistance, you can do so 72 hours after opening your request. We recommend requesting our assistance if:

• Your guest does not respond within 72 hours
• You are unable to reach an agreement with your guest
• You feel uncomfortable or pressured dealing directly with your guest
• You are unsure of the EzyStayz policies and would like guidance on determining the outcome of your request
• Please note that all resolution requests should be made within 60 days of your guest checking out, and if you request our assistance through the EzyStayz Resolution Centre, you accept and understand that any decisions made by Ezystayz will be final.

EzyStayz Resolution Centre Process

If you request assistance from EzyStayz in handling a dispute with a guest, a dedicated member of our team will be assigned to your case. They will carefully review the information provided by both parties and request any additional documentation that may be required to come to a fair and reasonable outcome, based on EzyStayz' policies. Once a decision has been made by EzyStayz, it will be considered final, even if it is not in-line with your preferred outcome. If refunds or payments are required, these will be processed by EzyStayz on your behalf.

Including A Security Deposit Requirement On Listings

To cover yourself for any minor damages or expenses incurred as a result of your guest's stay (eg. a broken window or lost key), you can include a security deposit requirement on your EzyStayz listing of between A$100 and $5,000. Please note that this can only be applied to bookings which are yet to be confirmed and not added onto existing bookings.

Making A Security Deposit Claim

If damages or expenses have occurred to your property during your guest's stay which you believe are covered by your security deposit, you can make a claim within 48 hours of their check-out date. Under Reservations on your dashboard, click on Report a Problem and you'll first be able to discuss the issue with your guest through the EzyStayz Resolution Centre.

If you can't resolve the issue directly with your guest, then make your claim through the Resolution Centre, providing as much information and supporting evidence as possible. If the guest agrees to pay the amount as part of a security deposit, the claim will be processed and the money transferred to your account within 7 working days. If they deny the claim or fail to respond within 72 hours, you can select the Involve EzyStayz link and we'll do our best to resolve the issue.

What To Do If You Feel Uncomfortable With A Guest

If you ever feel uncomfortable with a guest at any point during the inquiry and booking process, you can decline their request. If the guest booking has already been confirmed, but check-in is more than 24-hours away, you can cancel the reservation; note that this many mean you incur cancellation penalties unless the cancellation is due to extenuating circumstances. If the guest is scheduled to check-in within the next 24-hours, please contact us.

If you receive any messages which make you feel uncomfortable, you can flag these through the message thread so we can review it.

If at any point you feel your personal safety is in jeopardy during a guest’s stay, contact your local police immediately.

Enforcing Or Waiving Your Cancellation Policy

If a guest wants to make changes to a long-term booking which has less than a 30-day notice period, you can opt to either enforce or waive you cancellation policy. This provides hosts with an added element of flexibilty when taking long-term bookings, without impacting shorter ones.

If you choose to enforce your cancellation policy, the guest will be charged for up to 30 nights from the date the change is requested or up until the end of the original booking if it has fewer than 30 nights remaining. If you choose to waive your cancellation policy for thr booking, the guest will be charged only for the nights they stayed at your listing and the waiver will only apply to the changes made. You standard cancellation policy will be reinstated immediately after this change has been accepted by you.

Viewing Or Changing Your Listing's Cancellation Policy

As an EzyStayz host, you can select from three different cancellation policies to apply to your listing for short-term bookings:

Flexible – allows for a full refund (excluding fees) up to 24 hours before the scheduled arrival

Moderate – allows for a full refund (excluding fees) up to five days before the scheduled arrival

Strict – allows for a 50% refund up to one week before the scheduled arrival

New listings automatically default to the Flexible cancellation policy, which you can view and change under Your Listings, Manage Listing and Calendar, and Terms.

For long term bookings of 28 nights or more, the long term cancellation policy will automatically be applied to your listing. This states that guests must provide a one month down payment to confirm the booking and 30 days notice for termination.

How To Cancel A Booking

If you need to cancel a guest booking, go to Your Bookings and select the booking you wish to cancel, then click Cancel. Please note that you should always cancel as soon as possible to give guests time to make alternative arrangements. By cancelling a booking, you may incur penalties, including cancellation fees, an automated review in regards to the cancellation, a blocked calendar, or loss of Superiorhost eligibility status.

Making Changes To A Confirmed Booking

You can request changes be made to a confirmed booking by selecting Your Bookings and clicking Alter or Cancel. Please note that these changes will only be applied if and when your guest approves them.

Requirements to Book

Before a guest can book your space, EzyStayz requires a few important details from them to ensure your safety and that you know exactly who you are letting into your property.

Guests must provide:

• Full name
• Email address
• Verified phone number
• A profile picture that clearly shows their face
• Payment information
• Agreement to House Rules

Hosts can also request guests have a government-issued ID verified before they allow guests to stay. We also advise that you contact them directly via the EzyStayz messaging system to confirm any last minute details and check-in arrangements. If you suspect at any point that something is not right or they are not who they say they are, don’t hesitate to get in contact with our support team.

Payment

Payments for short term bookings (less than 28 days) are paid approximately 24 hours after the scheduled check-in, while long term bookings are paid on a monthly basis, with the first month paid upfront to confirm the booking.

While EzysSayz releases the payment to you at these time, it may take longer to arrive in your bank account, depending on your preferred payment method. This can take anywhere from a few hours to a few days, so please check with your payment institution regarding their expected processing times, and bear in mind that some banking systems do not process transactions on holidays or weekends.

EzyStayz Payment System Process

The EzyStayz payment process has been streamlined to make it as user-friendly as possible, ensuring you are paid in a timely manner for each and every booking. To protect both parties, and in accordance with our terms of service and policies, all payments must be made through EzyStayz.

As soon as a guest confirms their booking at your listing, they will pay EzyStayz who holds the money in case of cancellations or booking alterations. Once the guest checks in to your listing, EzyStayz releases the payment to you (minus service fees and any government taxes) within 24 hours.

Transaction History

Your Transaction History provides you with a detailed overview of all your EzyStayz payments and enables you to stay on top of your finances. There are four different sections you should take note of:

Complete Transactions – shows payments released to you by EzyStayz and those that have been processed by your banking system.

Future Transactions – shows upcoming payments on your account.

Gross Earnings – shows the total amount earned and paid on EzyStayz, including the 3% host service fees.

Export to CSV – allows you to download a .csv file which regroups your transactions into one file

Long-Term Bookings Payments

For long-term bookings, payments are processed the same way as they are for nightly bookings, except on a monthly basis. This means that EzyStayz releases the first month’s payment to you 24 hours after your guest checks-in, and every month thereafter for the remainder of the booking.

Hosting Payment Details And Receipts

If you need a receipt for each of your bookings, you can view and print these as a PDF under Your Listings, and Your Bookings.

If you need a full breakdown of your transactions, you can also download a .csv file from your Transactions History.

Transaction History Adjustment

If you see an adjustment in your Transaction History, it will be for a payment owed to EzyStayz because of a booking alteration, guest refund, cancellation, or violation of our policies. These adjustments will automatically be deducted from your next scheduled payment until collected in full.

Host Service Fees

EzyStayz charges hosts 3% of the total booking price + a 2% credit card surcharge on the total payable amount.

As required by local government regulations, VAT may also be added on top of service fees and will appear in the host confirmation of your Transaction History.

Please note that any bank or merchant service fees will be charged over and above this.

Monthly Pricing

If you wish to host long-term guests at your listing, you can set monthly rates which will be applicable to all bookings of 28 days or more. For long-term bookings, payments are made on a monthly basis, with the first deposit 24 hours after your guest checks-in.

Monthly prices are based on a nightly pro rata rate. So for 28-day bookings, the total monthly rate will be divided by 28 to establish a nightly rate, while the same will occur for 30-day bookings.

Please note that EzyStayz host service fees and any mandatory government taxes are still applicable to monthly rates.

Adding, Removing Or Changing A Payment Method

You can add, remove or change the preferred payment method on your EzyStayz account at any time under Account settings and Payout Preferences. If you want to add a new payment method, simply click on Add Payment Method, and if you want to remove a payment method, selectit and then click Remove Payment Method. If you want to set a default payment method, select it and click Options, then Make Default.

You can also opt to have specific listing payments go to select payment methods by adding a Payment Routing Rule under Payment Preferences. This allows you to set a different payment method for each listing in your account.

Setting A Minimum Payment Amount

Hosts have the option of setting a minimum payment amount for payments from EzyStayz, which will vary depending on your chosen payment processor. To set a minimum payment amount, go to Account Settings, Payment Preferences, Options, and select Set Minimum Payment Amount. Once you have entered the amount you wish to set, simply click Submit.

International Wire Transfer Payment Costs

Hosts have the option to receive payments from EzysSayz via an international wire transfer, but should be aware that intermediary bank charges, currency conversion fees, or wire receipt costs may be levied by your bank (and EzyStayz has no control over these charges).

If you choose to receive payments via international wire transfer, please contact your bank to ensure you are aware of all charges. Remember that you may not accept payment for any EzyStayz trips outside of the EzyStayz payment system.

Verifying Your Bank Account

To be able to receive payments from EzyStayz, you will need to verify your bank account - a process which usually takes up to five business days. Once you enter your bank account into the EzyStayz system, there are four different statuses it may pass through:

New: the payment method has been entered (and can be edited if required), but is not yet available for EzyStayz to transfer funds into.

Pending: the payment method is in the process of being verified (and can no longer be edited).

Ready: the payment method has been verified and EzyStayz can now process payments into this account

Error: there has been an error while trying to verify your payment method and you will need to remove it and enter an alternative.

EzyStayz may transfer a small sum of money (+-/$1) into your bank account to verify it for the first time and there is no need to return it once your account is verified.

Receiving Payments Through PayPal

If PayPal is available to you as a payment method, it will appear as an option when you select Add Payment Method. To receive payments through PayPal, you will first need to have an account with them and should visit the PayPal Help Center to find out more.

Receiving Payments Through Western Union

If Western Union is available to you as a payment method, it will appear as an option when you select Add Payment Method. When you select Western Union, you will need to enter your name (as it is shown on your official government ID), inclusive of your first, middle and last names. When you go to collect payment, you will need to show this ID as proof of your identity. EzyStayz will send you a unique confirmation number 24-48 hours after your guest checks-in, which you will also need to collect your payment.

If you choose Western Union as your payment method, please keep in mind the following:

EzyStayz charges $10 USD for Western Union payments to cover processing costs.

Western Union issues a minimum payment of $60 and maximum of $2,000 during any one transaction.

All Western Union payments are sent in USD and are available to collect on the same business day of issue, up to 30 days, after which time they will expire.

Any associated charges from Western Union or local government regulations are not the remit of EzSstayz.

Receiving Payments Through Payoneer

If Payoneer is available to you as a payment method, it will appear as an option when you select Add Payment Method. To receive payments through Payoneer, you will need to have an account setup with them first and can visit the Payoneer Help Center to find out more, including their associated fees. Hosts should keep in mind when setting up a Payoneer account that it must have the same physical address as entered into EzyStayz’ payment method page.

Refunding Guests Due To Complaints

If you fail to abide by EzyStayz hosting standards, you may be required to refund your guest, as per our Guest Refund Policy. Our hosting standards are put in place to protect guests against issues in accessing the listing, unsanitary or misrepresented listings, or last minute host cancellations.

Sometimes issues do arise, and, generally speaking, a little communication can go a long way to finding a mutually suitable solution. We highly recommend that hosts make themselves available to guests during the first 24 hours following check-in (via a couple of different contact methods) to address any issues as soon as possible and avoid unnecessary disputes or refunds.

What Is The EzyStayz Resolution Centre?

The EzyStayz Resolution Centre is a platform you can use to manage any disputes or additional payments which may be related to your rental or stay using EzyStayz. This includes making requests for refunds and claims on security deposits, together with any payments outside of the booking agreement.

Generally, hosts and guests are able to resolve most issues without the assistance of the EzyStayz Resolution Centre staff. However, if you do require our assistance, you can do so 72 hours after opening your request. We recommend requesting our assistance if:

Your guest does not respond within 72 hours

You are unable to reach an agreement with your guest

You feel uncomfortable or pressured dealing directly with your guest

You are unsure of the EzyStayz policies and would like guidance on determining the outcome of your request

Please note that all resolution requests should be made within 60 days of your guest checking out, and if you request our assistance through the EzyStayz Resolution Centre, you accept and understand that any decisions made by EzyStayz will be final.

You can use the EzyStayz Resolution Centre to pay or request payment for areas related to your EzyStayz trip, including refunds, additional payments outside of the agreed trip payments, or to request claims on security deposits.

When to Involve the EzyStayz Resolution Centre

Generally hosts and guests can resolve most issues without the assistance of the EzyStayz Resolution center, however if you require our assistance you will be able to do so 72 hours further to opening your request. We recommend requesting our assistance should:

Your guest does not respond within 72 hours

You are unable to reach an agreement with your guest

You feel uncomfortable or pressured dealing directly with your guest

You are unsure of the EzyStayz policies, and would like guidance from EzyStayz on determining the outcome of your requestNote that should you request our assistance, you accept and understand that any decisions Ezystayz makes will be final.

Resolution Centre Process

If you request assistance from EzyStayz in handling a dispute with a guest, a dedicated member of our team will be assigned to your case. They will carefully review the information provided by both parties and request any additional documentation that may be required to come to a fair and reasonable outcome, based on EzyStayz' policies. Once a decision has been made by EzyStayz, it will be considered final, even if it is not in-line with your preferred outcome. If refunds or payments are required, these will be processed by EzyStayz on your behalf.

Refunding Guests

If you do need to issue a refund to your guest, you can do so via two different methods in your EzyStayz account:

1. By selecting Issue Refund

This can be done if your guest cancels their booking prior to check-in date, and will be issued as per your selected Cancellation Policy.

If you need to give your guests an additional refund, in addition to the terms of your Cancellation Policy, just enter the amount and EzyStayz will process the payment.

2. Though the EzyStayz Resolution Centre

This can be used to issue refunds for bookings which have occurred within the last 30 days and for a range of different reasons. Simply enter the amount you wish to refund and the currency, together with a message to your guest. They will then be notified and can accept your refund offer, at which point the payment will be processed within 48 hours.

What Is The EzyStayz Guest Refund Policy?

All guests who book their trip through EzyStayz are protected by the EzyStayz Guest Refund Policy, which is designed to assist guests in the event they face an issue during their trip. It covers a range of possible situations, from last minute host cancellations to misrepresented or unsanitary listing conditions. The Guest Refund Policy can be found here, and guests who feel they have an eligible case can follow the steps to make a claim within 24 hours of checking-in at the host listing.

EzyStayz Hosting Standards

EzyStayz has implemented seven core Hosting Standards which we require each and every host to abide by. This is to ensure that guests

1. Accurate Information

Ensure your profile and listing pages are accurate and up to date, and correctly reflect what you are offering.

Create clear pricing options taht are in-line with what your listing offers.

2. Communication

Be responsive to guests throughout their stay and respond to queries or issues within 24 hours.

Communicated with your guest prior to check-in and make sure you inform them of any changes to the listing following their booking confirmation.

3. Consistency of Commitment

If you accept a guest booking, make sure you are able to honour that booking.

If for any reason you have to cancel a confirmed booking, make sure you communicate with your guest immediately and (where possible) assist them in making alternative arrangements.

4. Cleanliness Standards

Take the time to thoroughly clean every area your guest will be using, along with any bedding, equipment or utensils, prior to their arrival.

Remember that you can always add a cleaning fee to your listing if you wish to hire a professional to tackle this aspect.

5. Amenities

We recommend you provide some basic essentials for your guests, including things like soap, toilet paper, cooking utensils and perhaps an umbrella in case of bad weather! Make sure you identify these clearly in your listing so guests know what they need to bring with them and what they can leave at home.

A few extra little touches go a long way, so consider leaving things like mini shampoo and conditioners in the bathroom or milk and bread in the kitchen. They'll cost you very little and help to make your guest's stay extra special.

6. Welcoming Check-In

Arriving into a new and unfamiliar destination can be daunting, so make is as easy as possible for your guests by:

Outlining to your guests a clear check-in procedure for their arrival

Offering your guests a couple of different contact methods to get in touch with you

Explaining to your guests how to collect the keys – will you meet them or leave them in a lockbox or with a neighbour?

Offering detailed directions to help them reach your location on arrival

7. Support

Be available for guests to contact you during their stay and assist them with any queries or issues they may have

Provide a friendly list of "house rules" to ensure their expectations meet your own

Help your guests make the most of their destination by creating a guidebook for their stay

Make sure the check-out process is as clear and easy as check-in!

Using Host-Management Services

Some hosts prefer to use a third-party host management service to handle aspects such as the exchange of keys, cleaning and the overall management of the listing. While this is permitted, it’s important that hosts are aware they must meet the same standards as other EzyStayz community members and abide by all policies, and it is them that will be held accountable in cases of dispute.

Talking To Your Neighbours

If you decide to rent out your space with EzyStayz, it’s a good idea to let your neighbours know so that they aren’t suspicious of strangers coming and going from your property. It is also important that they feel comfortable about the situation and their own safety, particularly if you are living within an apartment complex with shared facilities.

Share a copy of your House Rules and any building regulations with each guest, as well as the number for emergency services, as this will deter them from calling on your neighbours each time they have a query or issue.

Vacation Rental Insurance Policies

When you rent out your property on a regular, short-term basis, either nightly, weekly or monthly, it's more than likely that your homeowner insurance policy will not cover you for any damages incurred. It's a different circumstance from having your property tenanted on a long-term basis and it's important that you discuss with your current insurance provider any steps you may need to take to ensure you are protected.

At EzyStayz, we want to assist you in every way possible to ensure you find the right insurance policy for your rental property and have included some frequently asked questions below to help you make an informed decision.

EzyStayz Recommended Insurance Products

For hosts in Australia, we recommend NRMA's Holiday Rental Insurance, while for those living in the UK, Home Protect offers specialised home insurance policies. If you are renting from the US, we recommend CBIZ's Vacation Rental Insurance.

Personal Liability vs Commercial Liability

Personal liability covers you in the event that an individual claims you have caused them bodily injury or damaged their property as a result of your personal actions. Commercial liability covers you against third party claims of bodily injury or property damage arising from a business operation, in this case your vacation rental property.

Owner-Occupied vs Non-Owner-Occupied

Whether you are living in your rental property either permanently or part-time, or it is a designated rental space, will determine the insurance policy you require to cover you needs. It's important that you are honest when taking out an insurance policy and disclose an accurate account of your situation, because if a claim arises and you haven't, you may not be eligible for a payout.

Flood, Wind Damage And Hurricane Insurance

If your rental property is situated in a high-risk area, or within close proximity to oceans, lakes and flood-prone rivers, it is highly recommended that you invest in this type of insurance. Because of the expense to purchase these types of coverage, ensure you carefully research your vulnerability and costs before deciding to rent your space or build a vacation rental property.

What Is EzyStayz Host Protection Insurance?

EzyStayz’ Host Protection Insurance provides primary coverage for our hosts and landlords in select countries around the world, just in case the unexpected happens. It protects you against third party claims of property damage or bodily injury which may result during a guest’s stay at your listing, giving you peace of mind when you rent out your space.

When you list a property with EzyStayz, our Host Protection Insurance is automatically provided free of charge and there is no insurance premium required. When a claim is made against a host, a claim adjuster will manage and resolve it in accordance with the policies agreed to by EzyStayz.

What is a Guidebook?

Guidebooks are a way for hosts to recommend some of their favourite locations to guests, as well as iconic destinations not to miss. It’s a means of sharing local insider secrets and hot tips to help the EzyStayz community have the best travel experiences possible.

If you decide to add a Guidebook to your listing, your recommended places will appear on the map on your public listing page. Keep in mind that you can only create a Guidebook once you have listed your space and you need to create a separate Guidebook for each listing.

Based on the recommendations of hosts in a particular city, EzyStayz also compiles City Guidebooks for visitors to check out. These will feature a rotating selection of host recommendations, with links direct to their listing page. The best way to ensure your recommendations are featured is to create your own detailed and thoughtful Guidebook, filled with great advice and local tips.

How to add a Guidebook to your listing

1.Go to Manage Listings

2.Click on Manage Listing and Calendar on the listing you want to add a Guidebook to

3.Select Guidebook from the menu

4.Under each category, recommend certain places, businesses or destinations you love

5.Write a short explanation or add some personal tips

6.Click Add

How to edit recommendations or delete your Guidebook

1.Go to Manage Listings

2.Click on Manage Listing and Calendar on the listing you want to add a Guidebook to

3.Select Guidebook from the menu

4.Next to the place, business or destination you want to edit, click Edit

5.If you want to remove it, click Delete

6.If you want to delete your Guidebook, then you need to delete each recommendation

What is EzyStayz Host Assurance?

EzyStayz Host Assurance provides protection for damages to listed properties around the world. All payments are subject to certain conditions, limitations and exclusions, so make sure you read the Terms and Conditions to know what’s covered.

If you would like to make a Host Assurance request, then just submit the form through our Resolution Centre or contact our Customer Service Team directly. You’ll need to provide documentation of the claimed loss and/or agree to an inspection of the affected area.

What's Not Protected Under the Host Assurance?

EzyStayz’ Host Assurance is not a replacement for homeowner’s or renter’s insurance, which we highly recommend all of our property owners invest in. We also advise that collectibles and artwork are removed or independently insured as they have limited protections under the Host Guarantee.

The Host Assurance does not protect for:

reasonable wear and tear

cash and securities

pets

personal liability

shared or common areas

How Does EzyStayz' Host Assurance Claims Process Work?

If you have an emergency situation at your listing, your first contact should be the police, emergency services or the relevant authorities. If the situation is not an emergency, then contact your guest first to notify them of your complaint and try to come to a resolution before contacting EzyStayz.

If you can’t come to a peaceful resolution with your guest, then carefully read the Host Assurance terms to see if the damage/losses are eligible before submitting a request to Ezystayz. Requests must be submitted before the next guest checks in or within 14 days of the relevant guest checking out (whichever comes first).

EzyStayz will then get in touch with you to discuss the next steps, including required documentation from both yourself and the guest. This may include photos, repair quotes and receipts, as well as a mandatory police report for claims over $300. After receiving sufficient information, we’ll make an evaluation of the payment request and notify the host, in most cases within one week of submission.

How Does The Host Assurance Differ From A Security Deposit?

It’s important to keep in mind that the Host Assurance does not protect against reasonable wear and tear on your property, such as broken glass. For such instances, a Security Deposit is much more useful and can easily be added to your listing under Manage Listing.

What Does Host Protection Insurance Cover?

EzyStayz’ Host Protection Insurance provides limited primary liability coverage in the event of third-party claims of bodily injury or property damage. It covers both landlords and homeowners associations in cases of claims being brought against them due to a guest injury during their stay.

Keep in mind that Host Protection Insurance only acts as the primary insurance coverage for incidents related to an EzyStayz stay and is subject to limitations and exclusions.

What's Not Covered By Host Protection Insurance?

EzyStayz’ Host Protection Insurance does not apply to liability arising from:

• Assault and battery
• Sexual abuse
• Lose of earnings
• Personal and advertising injury
• Fungi or bacteria
• Chinese drywall
• Communicable diseases
• Acts of terrorism
• Pollution
• Asbestos, lead or silica

How Can I File A Claim?

If you would like to file a claim under the Host Protection Insurance programme, please contact us directly and we will connect you with our third party claims administrator.

How Does Host Protection Insurance Work With Homeowner's Or Renter's Insurance?

While we highly recommend you take out homeowner’s or renter’s insurance for extensive coverage, the Host Protection Insurance will act as the primary coverage for eligible losses.

How Is This Different From EzyStayz' Host Assurance Or Security Deposits?

While our Host Assurance protects hosts against damage to their property or possessions during a guest’s stay, the Host Protection Insurance programme protects hosts against third party claims of bodily injury or property damage made by guests.

Security Deposits cover small accidents which may occur during a guest’s stay, such as broken glass or lost keys.

Writing And Receiving Reviews

All reviews displayed on EzyStayz have been written by people from within the EzyStayz community - users just like you who have either hosted or been a guest through the site. It's an important way to build trust and transparency, which is why after each booking has been completed, you’ll have two weeks in which to leave your review (and the same applies for your host or guest).

If you wish to leave a review for a trip you have taken, you’ll need to click on your name in the top right-hand corner of the EzyStayz home page, select Edit Profile, then Reviews, and click on Reviews by You. Alternatively, you can click on the reminder under the Alerts section of your dashboard. When leaving your review, please remember to abide by Ezystayz Review Guidelines.

Once you have written your review (and prior to your host or guest completing their review), you can make any necessary edits. Once your host or guest completes their review, you won’t be able to make any further changes. You can edit a review by clicking on your name in the top right-hand corner of the EzyStayz home page, select Edit Profile, then Reviews, followed by Reviews by You and click on Edit.

If you want to see your previous reviews, just click on Edit Profile and select Reviews. You’ll be able to see all the reviews you have left and those which have been left for you, along with any private feedback from EzyStayz members.

Star Ratings

In addition to providing a written review, guests who book and complete a trip with you through EzyStayz can also leave a star rating. This gives other users a quick and easy reference point of your overall performance as a host. Ratings are given out of five stars for numerous different categories, with an aggregate number of stars displayed at the top. Please note that aggregate star ratings will only appear once you have received ratings from a minimum of 3 guests.

Responding To Reviews

After a review has been received and made public, all EzyStayz hosts and guests have a two week time period in which to leave a response, which will be posted directly below the review.

If you wish to leave a review response, select Edit Profile, then Reviews, and click on Reviews About You where a Leave Response link will be displayed.

EzyStayz Review Guidelines

Reviews on EzyStayz are critical to maintaining trust and transparency in our community, which is why they can only be written by hosts or guests once a booking has been completed through the site. It is our policy that all reviews are honest and helpful to the broader EzyStayz community, offering factual and constructive information to help others make informed booking decisions. Personal insults, unsubstantiated opinions, or hostile behaviour in reviews is not tolerated and does not serve to help others.

Although EzyStayz does not censor or edit reviews, under exceptional circumstances we may remove reviews or responses which are in direct violation of our guidelines. EzyStayz Review Guidelines can be found in our Policy Centre. If you wish to report a review for violating our published guidelines, please don’t hesitate to contact us.

Deleting Reviews

To ensure transparency, reviews on EzyStayz cannot be edited or removed after both the host and guest have posted. However, you can post a response to reviews left for you by other members of the EzyStayz community if you want to address any of their feedback.

Remember that all reviews and responses are governed by the EzyStayz Review Guidelines and are designed to help inform the broader community. Although we do not censor or edit reviews, in exceptional circumstances we may remove reviews or responses if they violate our guidelines or terms of service.

Reviews For Cancelled Bookings

Reviews on EzyStayz can only be left for completed trips. So if you decide to cancel a booking you have made as a guest, prior to it occurring, you will not be able to leave a review.

Automated Cancellation Reviews

If you cancel a confirmed booking as a host, the EzyStayz system will automatically post a review on your listing noting that a reservation was cancelled. This is done to provide our community with as much transparency as possible and discourage hosts from unnecessarily cancelling bookings. Cancellation reviews can only be left by EzyStayz and cannot be deleted.

Review Extortion Policy

Under no circumstance should any member of the EzyStayz community attempt to coerce another to do anything they are not obligated to do under the EzyStayz terms, which includes threatening action regarding written reviews. This will not be tolerated by EzyStayz and if you believe you have been subject to review extortion by another EzyStayz member, please contact us directly or review our Extortion Policy.

What's a co-host?

A co-host is someone who is designated to help a host manage their listing, taking care of the space and guest correspondence in exchange for a percentage of the booking income. It can be someone the listing owner already knows or a trusted individual from the neighbourhood. The responsibilities of the co-host are negotiated with the listing owner on a case-by-case basis, as is the percentage of booking income that will go to the co-host and how they will be reimbursed for any expenses.

What can a co-host do?

A co-host can help to create a listing on EzyStayz, writing the description, taking and uploading photos, as well as helping to determine the nightly price. They can also manage the host’s reservations and calendar availability, and accept or decline booking requests. A co-host may also be responsible for messaging guests on behalf of the listing owner, answering any queries they might have and coordinating the check-in and check-out procedures.

A co-host can also be tasked with getting the space ready for guests and welcoming them in-person, as well as communicating with them if they have any issues throughout their stay. They may be required to restock essential items such as toilet paper and soap, organise any necessary repairs and even create a House Manual to guide guests during their stay.

Following the guest’s departure, they may be required to clean the space, wash towels and sheets, and get it ready for the next guest’s arrival. With access to the owner’s Ezystayz’ account, the co-host may also write reviews on behalf of the listing owner and correspond with EzyStayz during any Dispute Resolution cases.

What can’t a co-host do?

A co-host cannot access the owner’s payout or taxpayer information, nor their activity travelling as a guest using EzyStayz. All messages that a listing owner had with guests prior to adding the co-host will also remain private.

How can I become a co-host?

Most people become a co-host through friends or family, helping them to set up a listing or manage their space. If you’re interested in assisting someone you know with a listing, you can suggest that they add you as a co-host through EzyStayz and you can start co-hosting today. Other co-hosts connect with listing owners through online community websites (such as Gumtree) by responding to adverts looking for trustworthy people in the local community to help manage a property.

How do I add a co-host to my listing?

If you want a family member, neighbour or trusted individual in your community to help manage your space, you can add them as a co-host under Manage Listings on your property listing. On the left-hand side of the menu you will see a tab for Co-hosts where you can add up to three co-hosts for each listing.

General Data Protection Regulation (GDPR)

EzyStayz is fully committed to complying with the General Data Protection Regulation (GDPR) both prior to and after the regulation’s effective date. All users on the EzyStayz platform have a right to privacy in compliance with international laws and regulations.

What is GDPR?

The General Data Protection Act (GDPR) is an EU law on data protection and privacy, which addresses the export of personal data outside of the EU. It is the most significant piece of European data protection legislation to be introduced in the European Union in 20 years and will be enforceable from 25 May 2018, replacing the the 1995 Data Protection Directive.

The GDPR regulates the processing, collection, storage, transfer and use of personal data and is designed to give citizens and residents back control over their personal data. Under the GDPR, the concept of “personal data” covers any information relating to an identified or identifiable individual (a “data subject”) and places enhanced obligations on organisations in the way they handle and store the personal data they collect.

How Can I Synchronise My EzyStayz Calendar?

If you want to synchronise your EzyStayz calendar with your other holiday rental site calendars, you first need to login to your EzyStayz account and select “Your Listings” under the drop-down menu. Select “Manage Listings” and then click on “Manage Calendar” and a link will be displayed for any active properties.

Scroll down to “Synchronise Calendars” and paste your calendar’s URL into the Calendar Address (URL) field, then click “Import”.

How Can I Export My Calendar from Airbnb?

Firstly, login to your Airbnb account and click on “Manage Listings” from the drop-down list. Select “Availability" and scroll to the bottom of the page where there’s an option to “Export” your calendar under the “Sync Calendars” sub-header. Copy the export URL for your calendar, then go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from HomeAway?

Login to your HomeAway account and click on “Calendars” before selecting “Reservations” in the sidebar menu. Click on the “Import/Export” arrows icon and select “Export Calendar”. Copy the export URL for the calendar, then go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from VRBO?

Login to your VRBO account and click on “Calendars” before selecting “Reservations” in the sidebar menu. Click on the “Import/Export” arrows icon and select “Export Calendar”. Copy the export URL for the calendar then go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from Google?

Login to your Google account and click on the “Main Menu” sidebar button. Select the calendar that you want to export in the “My Calendars” section, then click on the “Options” icon on the selected calendar and choose “Settings and Sharing”. Under the “Access Permissions” section, select the checkbox for “Make Available to Public” to make the selected calendar public, then scroll down to the “Integrate Calendar” section and copy the field link “Public Address in Ical Format”. Go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.

How Can I Export My Calendar from iCloud?

Login to your iCloud account and click on the “Calendar” icon. Select the calendar that you want to export and click on the “Sharing” icon. Select the “Public Calendar” checkbox and click on the “Copy Link” text to copy the calendar’s public URL. Go to the “Manage Calendar” section of your EzyStayz property listing and paste the copied URL into the “Import and Synchronise” text box. Then just click on “Import”.