Difference between revisions of "Questions and Answers"

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[[Category:Introduction]]
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[[Category:How to]]
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[[Category:Getting_Started]]
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<div class="heading">FAQ</div>
 
Beds24 is a cost-effective self-service system offering powerful online booking engines for your own website property management and optional channel management.
 
Beds24 is a cost-effective self-service system offering powerful online booking engines for your own website property management and optional channel management.
  
−
== Bookings==
+
==General==
 +
===Is my data secure?===
 +
We are compliant with the European data security directives (GDPR) which covers securely managing and storing personal data and PCIDSS for card data.
  
 +
The data center we use is certified to DIN ISO/IEC 27001
 +
 +
We make hourly backups of all data and these are stored securely and remote from our main servers.
 +
 +
All data is transferred using SSL.
 +
 +
We do have a [https://beds24.com/status.html public monitoring system]. Even though our service is very reliable there will be occasional short outages due to necessary maintenance. Also  we cannot except acts of God.
 +
 +
===Is Beds24 available in my country?===
 +
Yes. Beds24 is available worldwide.
 +
 +
== Bookings ==
 
Beds24 shows real-time availability. Bookings can be instant (auto confirmed) or on request (manually confirmed or declined).  
 
Beds24 shows real-time availability. Bookings can be instant (auto confirmed) or on request (manually confirmed or declined).  
  
−
'''Can bookings be moved between rooms?'''
+
=== Can bookings be moved between rooms or rentals? ===
 +
 
 +
Yes, Bookings can be changed or moved to another room or rental if required.
 +
 
 +
There are a few options :-
 +
* The New Calendar has a drag-and-drop function which will allow you to quickly change the room or rental assignment.
 +
* Go to Bookings > Grid and use the drag-and-drop function which will allow you to quickly change the room or rental assignment.
 +
* Open the booking and go to the Summary tab, then change the room/unit and click SAVE.
 +
 
 +
=== Can I (host) cancel bookings? ===
 +
 
 +
You can change the status of of direct bookings within Beds24 form the  "Summary" tab.
 +
 
 +
Bookings from channels have to be be cancelled at the channel and modifications/cancellations will then be imported into Beds24. For Booking.com and Expedia you can request the channel to cancel the booking directly from the booking in Beds24.
 +
 
 +
=== Can guests cancel bookings? ===
 +
 
 +
Yes, you can provide guests the option to view and cancel direct bookings but not change them. Go to {{#fas:cog}} (SETTINGS) GUEST MANAGEMENT > GUEST LOGIN and click HELP for instructions.
 +
 
 +
If the booking was made a Channel, suggest the guest contacts the Channel to cancel the booking, this ensures that your availability is updated and the dates re-opened.
 +
 
 +
=== Do you support group bookings? ===
 +
 
 +
Yes. If your guests book multiple rooms/rentals a group booking is created. You can also manually 'group' the bookings together, you will see the list of 'grouped' bookings when you open any one of the bookings in the Group.
 +
 
 +
Open the initial booking (Master), go to the Invoice tab and scroll to the bottom, then add the new booking into the 'Add Existing booking to Group'.
  
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Yes, Bookings can be changed or moved to another room if required.  
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=== What information is gathered during the booking process? ===
 +
For direct bookings can set which information you require your guest to enter when they make a booking. You can set optional/mandatory information, additionally you can set Custom Questions (if required).
  
−
'''Can I (owner) cancel bookings?'''
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Go to {{#fas:cog}} (SETTINGS) PROPERTIES  > BOOKING QUESTIONS you can identify the Standard Questions and define any additional questions in Custom Questions.
  
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Yes, you can change the status of bookings within Beds24.com. Bookings from Channels should be cancelled within the Channel and modifications/cancellations will then be imported into Beds24.  
+
For channel bookings the channels determine which information is collected. Beds24 will import all information the channels send.  
  
−
'''Can guests cancel bookings?'''
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=== Can I highlight certain bookings? ===
 +
Flags can be used to flag bookings that require special attention.
  
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Yes, you can provide guests the option to view and cancel bookings but not change them.
+
The flag text is displayed with the other booking fields within the control panel and the [FLAG] template variable can be used to display this text as "hovertext" when the mouse cursor is positioned over the flagged booking in the Calendar view.  
  
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'''Can bookings be grouped together?'''
+
Flags can also be automatically applied via Auto Action which you can set up in {{#fas:cog}} (SETTINGS) GUEST MANAGEMENT > AUTO ACTIONS.
  
−
If your guests book multiple rooms, you can 'Group' the bookings together, you will see the list of 'grouped' bookings when you open any one of the bookings in the Group.
+
=== Can I set a cut off time for bookings? ===
 +
Yes, you can set a cut-off time for same day bookings, this will be used for same day bookings and will close the inventory at a channel when the time has passed.  
  
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'''What information is gathered during the booking process?'''
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Go to {{#fas:cog}} (SETTINGS)  PROPERTIES  > BOOKING RULES > SAME DAY BOOKING CUT OFF and select the time required.
  
−
You can set which information you require your guest to enter when they make a booking. You can set optional/mandatory information, additionally you can set Custom Questions (if required).
+
== Booking Engine ==
 +
 
 +
=== How can I integrated Beds24 with my website? ===
 +
 
 +
Beds24 can be integrated into any website. Adding a booking widget to a website requires pasting some html code we provide to the source code. This will work with any system as long as you can access the source code.
 +
 
 +
===Can I customize the booking page?===
 +
The Beds24 booking page is fully customisable. The innovative design of the new responsive version lets you not only change colors but also define which content you want to display where on the form.. You can also customize colors and fonts and you can even apply your own CSS styles.
 +
 
 +
=== How can I create a website connected to my Beds24 account? ===
 +
With the integration to Rezintel you can create a website with the data you have in Beds24.
 +
 
 +
Go to [https://wiki.beds24.com/index.php/Rezintel_Website_Builder here] for more details
 +
 
 +
=== Can I use the booking engine with my own domain?===
 +
Yes. The Private Label booking page option allows you to use your own domain e.g. bookings.mydomain.com (instead of beds24.com) for an additional fee.
  
 
== Channel Manager ==
 
== Channel Manager ==
−
We have two way XML connections with major booking channels so Beds24.com can export inventory and prices and import bookings and modifications to bookings.  
+
We synchronise with over 60 booking channels and are preferred/premium partner with Booking.com, Airbnb and VRBO/Homeaway Group and Elite partner with Expedia. For a complete list of connected channels please see www.beds24.com/channel-manager.html.
 +
 
 +
We have a two way API connection with all mayor channels so Beds24.com can export inventory and prices and import bookings and modifications to bookings instantly and for some also send content like descriptions and pictures and can even create accounts with the channels.
 +
 
 +
You can find details for each connected channel [[Channel_Manager_Capabilities|here]].
  
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'''What is the difference between XML Connection and iCal Connection?'''
+
=== What is the difference between API/XML Connection and iCal Connection? ===
  
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XML - Beds24.com can export inventory and prices and import bookings and modifications to bookings.To some channels we can also send pictures and descriptions.  
+
API/XML - Beds24 can export inventory and prices and import bookings and modifications to bookings. To some channels we can also send pictures and descriptions.  
  
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iCal - Beds24.com can export availability and blocked dates, import bookings (summary information), the capabilities of the connection depend on the channel.  
+
iCal - Beds24 can export availability and blocked dates, import bookings (summary information), the capabilities of the connection depend on the channel.  
  
 
You can find details for each connected channel [[Channel_Manager_Capabilities|here]].
 
You can find details for each connected channel [[Channel_Manager_Capabilities|here]].
  
−
'''How does the Channel Manager work?'''
+
=== How does the Channel Manager work? ===
  
 
This  [[:Category:Channel_Manager|page]] explains in detail how the channel manager works.  
 
This  [[:Category:Channel_Manager|page]] explains in detail how the channel manager works.  
  
−
'''Can I setup different prices for each Channel?'''
+
=== Can I setup different prices for each Channel? ===
  
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Yes, if required you can set different rates for your own website and booking channel(s). You can set different prices for each Channel, check the Channel Help page for the requirements and options.  
+
Yes, if required you can set different prices for your own website and booking channel(s). You can set different prices for each Channel, check the Channel Help page for the requirements and options.  
  
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'''Can I send a surcharge to a Channel?'''
+
=== Can I send a surcharge to a Channel? ===
  
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Yes, you can setup different rates for a Channel and/or you can use a Price Multiplier to change your Rates/Daily Price for a Channel. The price can be increased/decreased. Check the HELP page for the Channel for more information.
+
Yes, you can setup different prices for a Channel and/or you can use a Price Multiplier to change your prices  for a Channel. The price can be increased/decreased. Check the HELP page for the Channel for more information.
  
−
== Currencies ==
+
=== Can I send different inventory/availability to different channels? ===
−
'''Can I use multiple currencies in Beds24?'''
+
 
 +
Yes, once you have setup the connection to a channel, then you can manage the inventory in {{#fas:cog}} (SETTINGS) CHANNEL MANAGER > CHANNEL INVENTORY.
 +
 
 +
You will see a row for each channel set the inventory for each channel/date.
 +
 
 +
=== Will I receive notifications on new bookings?===
 +
After you activate the channel manager the channel will stop sending notifications. You will receive them from Beds24 instead.
 +
 
 +
=== Do guests receive a confirmation? ===
 +
The channel confirms the booking with the guest. Beds24 will not sent a confirmation message. If you want to send one as well you can set up an Auto Action Email. A template is available which you can further customize.  Use the context help (?Icons) in the Auto Action and  on the help page (click on HELP in the top right menu) for further  instructions.
 +
 
 +
=== How do I modify or cancel a booking?===
 +
The channel manger can not send changes to bookings to the channel. Any changes or  cancellations have to be made directly in the channel.  Cancelling a booking in Beds24 will not cancel the booking in the channel and can cause a double booking ('''Exception:''' VRBO/Homeaway XML bookings can be cancelled in Beds24).
 +
 
 +
If for some reason you need to make a change in Beds24 and do not want an updat from the channel to override it, you can set "Allow Channel Modifications" = No or "All except room changes. You can either set this globally in {{#fas:cog}} (SETTINGS) CHANNEL MANAGER or per booking in the  "Details" tab of the booking".
 +
 
 +
If you change a room for a booking from a channel in Beds24 the channel will still treat the booking as if it is in the room the guest booked at the channel.
 +
 
 +
=== How can I access credit card details?===
 +
Some channels send credit card details. This is how you can [[View_Credit_Card_Details| view credit card details]].
 +
 
 +
=== How do I receive payments?===
 +
Beds24 is not involved in deposit collections for bookings from booking channels. Each booking channels handles them according to their rules/your account settings. If the channel collects payments from the guest you can choose to import the guests payment into the booking.
 +
 
 +
If you use Stripe as payment gateway you can choose to send credit cards supplied by all channels from channels directly to Stripe where the cards can be charged.
 +
 
 +
=== How do I add a promotion or special price?===
 +
Special offers do not send from the channel manager.  All special offers must be managed manually in the channels extranet. 
 +
 
 +
=== Can I send different prices for different minimum stays or different numbers of guests?===
 +
The capabilities depend on the channel. Please see the help page for the channels you are using for details.
 +
 
 +
=== I have multiple properties. How do I set this up? ===
 +
The system can handle multiple properties in one account. How you set this up depends on the channel. Please see the instructions for the channels you want to us.
 +
 
 +
=== What to do when I receive an overbooking?===
 +
*Check if you are receiving error messages by email or in the potential issues menu. Error messages need to be addressed immediately because they can mean the channel manger is able to make updates.
 +
*Entering the same room code in multiple rooms in Beds24 can cause overbookings. Check your set up for warnings.
 +
 
 +
If you can not see a problem in your set up send us a support ticket with the booking numbers and dates.
 +
 
 +
=== Why did a booking not import?===
 +
*Check if the room for which you received the booking is properly mapped.
 +
 
 +
If you can not see a problem in your set up send us a support ticket with the booking number and the date the booking was made.
 +
 
 +
=== Why is the price for the booking wrong?===
 +
*A special offer set up in the channel may have reduced the price the channel manager sent.
 +
*You have linked rates in the channel.
 +
*Your prices are not set up as you expect.
 +
*The channel manger can not import prices from all channels. If you have set up minimum prices in {{#fas:cog}} (SETTINGS) PROPERTIES->ROOMS->SETUP the system will use these minimum prices.
 +
 
 +
=== What is pool allotment?===
 +
The idea of pool allotment or pool management is that you put all of your rooms into 1 pool, and that all channels take rooms out of that pool. The pool is empty when room are booked. This will automatically close all channels.
 +
 
 +
=== Can I send different availability to channels?===
 +
You can [[Channel_with_Custom_Availability|set up virtual rooms]] if you want to send custom availability to one or more channels. For example you may not want to sell via a particular channel at certain times of the year.
 +
 
 +
=== What are contracted rooms or base allocation? ===
 +
This is an agreement between you and the channel where you agree to provide a number of rooms exclusively to that channel. This means you will not be able to sell these rooms directly or on other channels.
 +
 
 +
=== What do I do when I have a no show?===
 +
To report a no show to Booking.com open the booking and click the button in the "Details" tab. For other channels you will need to contact the channel if required.
 +
 
 +
=== Can I send messages to guests in their own language? ===
 +
Yes, use the setting in Preferences 'Deduce language from country?' this will then enter the value in the Language field in the Mail tab of the booking. If there is no value the 'Default' language set in {{#fas:cog}} (SETTINGS)  >  BOOKING PAGE  > INTERNATIONALIZATION -> BOOKING PAGE LANGUAGE will be used.
 +
 
 +
=== I need to show the booking charges on the guest invoice not the payout amount, how can I do this? ===
 +
In {{#fas:cog}} (SETTINGS) CHANNEL MANAGER scroll down to 'Invoice' and select 'Booking Amount'
 +
 
 +
=== The Channels collect payments on my behalf at the time of booking, how can I see this? ===
 +
Go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER and set 'Import Channel Collect Payments' = Yes, then the payments will be shown in the Charges and Payments tab of the booking.
 +
 
 +
=== How can I stop a Channel moving a booking back to the original room, when I have manually made a change? ===
 +
If this is for all bookings, then go to Go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER and set 'Allow Channel Modifications' = All except room change' or you can set this per booking in the  "Details" tab of the booking".
 +
 
 +
=== Can I have a different invoice for bookings from a certain channel?===
 +
Yes. See [[Invoicees|this help page]] for more information.
 +
 
 +
=== Airbnb ===
 +
====Who can use the Airbnb API connection?====
 +
All customers can use the  API connection. Airbnb support can give you more information on Airbnb`s policies and restrictions if required.
 +
 
 +
==== Can I import a listing from Airbnb to Beds24?====
 +
Yes. The process is explained [[Connect_Airbnb_Account#Import_listings_from_Airbnb| here]].
 +
 
 +
====Can I connect listings that I am a Co-Host?====
 +
Airbnb does not allow Co-hosts to use their API. This means if you are a Co-Host Airbnb will not allow you to connect your co-hosted listings via Beds24 (or any other channel manager). Solutions to this limitation are:
 +
 
 +
*Ask the host to transfer their account to you.
 +
*Your hosts make the connection between their Airbnb accounts and Beds24 themselves'''  
 +
**You can create a (temporary) subaccount in Beds24 for each of your hosts. Your hosts will have a login where they then can connect their Airbnb accounts.
 +
**If you manage a large number of properties we can give you the "Connect with Airbnb Account" button. Your hosts will then be able to use this button outside of Beds24 so they will not need to log into
 +
 
 +
====What is the difference between the API connection and the iCal connection?====
 +
Main differences are the update speed and the transferred data. iCal updates can take up to 24 hours which makes it unreliable. Changes via the API are applied within a minute.
 +
 
 +
The API interface can:
 +
*Update instantly
 +
*Import bookings (including personal data, number of guests, price), modifications and cancellations from Airbnb
 +
*Facilitate communication with the guest directly from the booking
 +
*Create listings
 +
*Send content and update content
 +
*Send pictures
 +
*Automatically send availability to Airbnb
 +
*Send prices from Beds24 to Airbnb
 +
 
 +
The iCal interface can only export inventory and import bookings for which Airbnb provides limited information only (no guest name, no price, no Email address), booking modifications and booking cancellations.
 +
 
 +
====I am already listed with Airbnb. Can I connect it?====
 +
Yes. You can connect an existing Airbnb account.
 +
 
 +
====Can I still use Ical?====
 +
Of course, you can use iCal or API but not both for the same room (remember that iCal has delays and does not transfer prices or detailed booking information).
 +
 
 +
====Can have requests only?====
 +
By default we only support instant book because it is proven that listings on instant book generate more bookings and have a better ranking.
 +
 
 +
We strongly recommend to only use instant book but if required we can set individual listings to be bookable on request only. Airbnb only allows listings which are not listed on any other OTA which facilitates instant book to be set to 'Request'. This means if you only want requests from Airbnb you need to disconnect/can not use OTAs/portals like Booking.com, Expedia, Ctrip, Agoda
 +
 
 +
==== Can I connect more than one Airbnb account? ====
 +
Yes. You can connect multiple Airbnb accounts.
 +
 
 +
====Can I send special prices to Airbnb?====
 +
Yes. This [[Setting_Prices_for_Booking_Channels|tutorial]] explains how to do this.
 +
 
 +
====If I have a room type with 6 units (i.e. 6 double rooms) do I need a listing for each room?====
 +
No. Beds24 supports room types with Airbnb.
 +
 
 +
== Will I receive notifications on new bookings or changes?==
 +
Airbnb will send you a notification for new bookings.
 +
 
 +
==== Do guests receive a confirmation? ====
 +
The channel confirms the booking with the guest. Beds24 will not sent a confirmation message. If you want to send one as well you can set up an Auto Action Email.
  
−
You can set the system to use one master currency.
+
==== Do I have to confirm bookings?====
 +
No. All listings managed via API are activated for instant booking meaning all bookings are confirmed. You have the option to cancel bookings if required in the Airbnb extranet.
  
−
If you are using multiple properties you can set a different currency for each.
+
==== How can I communicate with guests?====
 +
You can communicate with guests directly from the booking in Beds24 via Airbnbs messaging system
  
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The new responsive version of the booking page allows you to use a currency converter.  
+
==== How will I get paid?====
 +
The channel charges the guest and pays you via bank transfer or Paypal.  
  
−
We currently use live data from the europeanexchange.org for currency conversion.
+
==== Can guests modify bookings?====
 +
==If a guest modifies a booking you will receive an Email from Airbnb. If you agree to the modification Beds24 will import the modification.
  
−
'''What if the Booking Channel use a different currency than my currency, can I convert the currency in Beds24?'''
+
==== Can agencies use the API connection?====
 +
Yes. You can connect to multiple Airbnb host accounts.
  
−
When you are using booking channels which require a different currency than your standard currency you can add a multiplier to prices to convert to a different currency.  
+
====Can I send several languages?====
 +
Yes.  
  
−
'''In which currecy can I pay for my Beds24 account?'''
+
====Can I connect dorms?====
 +
Yes, Airbnb supports dorms. See this page for the settings:- https://wiki.beds24.com/index.php/Airbnb_DORMS
  
−
Your account fees are billed in € but you can pay in any mayor currency according to the current exchange rate.
+
===Booking.com ===
 +
====Will I receive notifications on new bookings?====
 +
After you activate the channel manager the channel will stop sending notifications. You will receive them from Beds24 instead.
  
−
== Payment Collection and Payment Gateways==
+
====Do guests receive a confirmation?====
−
'''Can I collect payments from my Guests?'''
+
The channel confirms the booking with the guest. Beds24 will not sent a confirmation message. If you want to send one as well you can set up an Auto Action Email.
  
−
You can use Beds24 to receive deposit payments with the booking or collect credit card details. Integrated payment gateways are Paypal (which also allows credit card payments), Stripe, Realex, Authorize.Net, Paymill,  asiapay, pesopay, siampay, paydollar, and Bitpay. All later payments have to be processed outside the Beds24 system. Beds24 does not handle money. All payments go directly into your account with the payment gateway.
+
===='How do I modify or cancel a booking?====
 +
Bookings coming from a channel should be modified by the channel. Cancelling a booking in Beds24 will not cancel the booking in Booking.com and can cause a double booking. Please ask booking.com or the guest to cancel the booking in Booking.com and the cancellation will be sent to Beds24.  
  
−
To use this service you will need an account with the payment gateway you want to use.  
+
If for some reason you need to make a change in Beds24 and do not want an update from the channel to override it, you can set "Allow Channel Modifications" = No ("Details" tab of the booking"). If you have changed the room you can set "Allow Channel Modifications" = All except room changes.
  
−
All the payment gateways we connect to are fully PCI DSS compliant.  
+
====How can I access credit card details?====
 +
This is how you can [[View_Credit_Card_Details| view credit card details]]. Booking.com may sometimes withhold the credit card number or CCV unless you specifically request they are sent to you. Contact your Booking.com rep if this is occurring and you require this information to always be sent.
  
−
Alternatively you can securely collect credit card details and process the payment through your own bank or merchant account.  
+
====How do I add a promotion or special price?====
 +
You can set up promotions directly in Beds24 in {{#fas:cog}} (SETTINGS) CHANNEL MANAGER > BOOKING.COM > PROMOTIONS or in the Booking.com extranet.
  
−
Beds24 is not involved in deposit collections for bookings from booking channels. Each booking channel handles them according to their rules/your account settings.  
+
====How do I add extra costs or fees?====
 +
Extra Costs, e.g. tax, cleaning fee, service charge can be set directly in the channels extranet.
  
−
If you use Stripe as payment gateway you can choose to send credit cards supplied by all  channels directly to Stripe where the cards can be validated and charged.
+
====I have multiple Booking.com hotel ids. How do I set this up?====
 +
The system can handle multiple properties in one account. Each Booking.com hotel requires one property in Beds24.
  
−
The payment collection fee's only apply to payment collection from guests using the direct booking page.
+
====I have multiple Booking.com accounts. How do I set this up?====
 +
The system can handle multiple properties in one account. It doesn't matter whether the Booking.com properties are in different Booking.com accounts. Each Booking.com property still requires one property in Beds24, though.
  
−
'''Can I send a payment request to my guests ?'''
+
====Why did a booking not import?====
 +
*Check if the room for which you received the booking is properly mapped.
  
−
Yes, you can setup an automated email to your guests requesting payment for their bookings.
+
If you can not see a problem in your set up send us a support ticket with the booking number and the date the booking was made.
  
−
'''What happens if the Customer Credit Card is rejected ? '''
+
====Why is the price for the booking wrong?====
 +
*A special offer set up in the channel may have reduced the price the channel manager sent.
 +
*Your prices are not set up as you expect.
  
−
If you have setup your account to send the credit card details to STRIPE then you will receive notification that the credit card was rejected and a Booking info code will be added to the Info tab of the booking.  
+
====What are contracted rooms?====
 +
This is an agreement between you and the channel where you agree to provide a number of rooms exclusively to that channel. This means you will not be able to sell these rooms directly or on other channels.  
  
−
If the booking was from Booking.com then you can use the Blue button in the 'Detail Tab' to Report an Invalid card to Booking.com and they will request a new card from the guest.  
+
====What do I do when I have a no show?====
 +
To report a no show to Booking.com open the booking and click the button in the "Details" tab.
  
−
If it was a virtual card Stripe might have rejected it because it was not yet valid. In this case you can send it again on check-in day also via the "Details" tab of the booking.  
+
====What do I do when a guest provides an invalid credit card number?====
 +
Invalid cards can be reported to Booking.com via a button on the "Details" tab of the booking.
  
−
For other channels you will need to contact them and report the card as invalid.  
+
If you use Stripe you can set in {{#fas:cog}} (SETTINGS)  CHANNEL MANAGER to automatically report invalid cards to Booking.com.
  
−
If the booking is in the future, then the invalid credit card details will be stored in Beds24.
+
===='I originally set my connection as a one-way connection, now I want a two-way connection====
 +
You will need to disconnect your connection with Beds24 in the Booking.com extranet and then initiate the connection with two-way connection.
  
−
== Documentation ==
+
== Currencies ==
 +
===Can I use multiple currencies in Beds24? ===
 +
You can set the system to use one master currency. 
  
−
'''Is there documentation in Beds24?'''
+
If you are using multiple properties you can set a different currency for each. If you need to manage bookings in another currency than your default currency you can create an "invoicee" for the additional currency and assign the charges it. For more information on the invoicee function please see [[here|Invoicees]].
  
−
The start page of the support wiki has links to many common questions: https://wiki.beds24.com/index.php/Main_Page
+
The booking page allows you to use a currency converter. We currently use live data from the openexchangerates.org for currency conversion.
  
−
There is also a search function which can be used to search for other topics.
+
=== What if the Booking Channel use a different currency than my currency, can I convert the currency in Beds24? ===
  
−
When you click on the FUNCTIONS button in the top left you will find links to commonly used functions.
+
When you are using booking channels which require a different currency than your standard currency you can add a multiplier to prices to convert to a different currency. Check the channel HELP page for the specific instructions.
  
−
Beds24 has setup wizards: https:/www.beds24.com/wizard/index.php?lang=en
+
=== In which currency can I pay for my Beds24 account? ===
  
−
They are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode. Login with your username and password and follow the steps.
+
Your account fees are billed in € but you can pay in any mayor currency according to the current exchange rate.
  
−
There are also tutorials and videos showing you how to do the set up: https:/wiki.beds24.com/index.php?title=Main_Page
+
== Documentation ==
  
−
== Email Address ==
+
=== Is there documentation in Beds24? ===
  
−
'''How can I change my email address?'''
+
Of course. The start page of the support wiki has links to many common questions: https://wiki.beds24.com/index.php/Main_Page
  
−
You can change your Administrator Email Address by going to Settings  >  Account  > Account Access.
+
There is also a search function which can be used to search for other topics.
  
−
You can change your Property Email Address by going to Property Email Address in Settings  >  Properties  > Description > Email.
+
There are also links to tutorials and videos showing you how to do the set up.
  
 
== Fees ==
 
== Fees ==
−
'''What are the fees for using Beds24?'''
+
=== What are the fees for using Beds24? ===
  
−
With Beds24 you only pay for what you use. There is a basic fee for the use of the system which is based on the number of rooms set up plus fees for the services which are used.  
+
With Beds24 you only pay for what you use. There is a basic fee for the use of the system which is based on the number of rooms/rented units set up plus fees for the services which are used.  
  
−
You can  find detailed information and a  [http://www.beds24.com/pricing.html calculator] on our website to calculate the monthly fee for your set up.
+
You can  find detailed information and a  [http://beds24.com/pricing.html calculator] on our website to calculate the monthly fee for your set up.
  
−
'''Where can I see my fees?'
+
===Are there hidden fees or charges?===
 +
No. You only pay a monthly fee based on what you use. You can view all fees [http://beds24.com/pricing.html here].
  
−
Login in to the system and go to Account > Billing
+
=== Where can I see my fees? ===
  
−
'''Are there charges for payment collections?'''
+
Login in to the system and go to {{#fas:cog}} (SETTINGS) ACCOUNT > BILLING
  
−
Yes, please see the section on Payment Collection/Payment Gateways.
+
=== Are there charges for payment collections? ===
 +
Beds24 does not charge any fees for payment collection. If you use Beds24 to collect payments from guests you will only pay a fee to the payment provider you use.
 +
 
 +
=== My business is seasonal. How will this work? ===
 +
We can hibernate your Beds24 account when you don't need it. You will have read-only access but no bookings will import and all automated functions will stop working. While hibernating you only pay a holding fee equal to the monthly basic fee.
  
 
== Facebook ==
 
== Facebook ==
−
'''Can Beds24 connect to Facebook?'''
+
=== Does Beds24 support bookings from Facebook? ===
  
−
Yes, Beds24 provides a Facebook app to accept bookings directly from a facebook page.
+
Yes, for more information see [Facebook_App|here].
  
 
== Forum ==
 
== Forum ==
−
Beds24.com has a forum used by other Beds24.com users (http://forum.beds24.com)
+
 
 +
=== Does Beds24 have a user forum? ===
 +
Yes. You can access the Forum from your Beds24 control panel, click on SUPPORT and then on the Forum link (top right).
  
 
== Free Trial==
 
== Free Trial==
  
−
'''Do I have full access to Beds24 with the Free Trial?'''
+
=== Do I have full access to Beds24 with the Free Trial? ===
  
 
Yes, signing up for the free trial opens a fully functional account.
 
Yes, signing up for the free trial opens a fully functional account.
  
 
You may use this account to test all the functionality of the system for free.
 
You may use this account to test all the functionality of the system for free.
 +
 +
=== How long is the free trial? ===
 
The trial period is 14 days, after this period expires, a payment is required to continue using the account.
 
The trial period is 14 days, after this period expires, a payment is required to continue using the account.
  
−
Payments can be made in SETTINGS-ACCOUNT-BILLING.
+
===What happens after the free trial is over?===
 +
Accounts are automatically converted to regular Beds24 accounts so if you want to continue using Beds24 you will have all your settings. All you need to do is to keep your account balance positive. We accept payments via all common payment methods including credit card, bank transfer, money transfer (any currency), PayPal, Apple Pay, Google Pay.
  
 
== Guest Login ==
 
== Guest Login ==
  
−
'''Can Guests login to Beds24 to see their bookings?'''
+
=== Can Guests login to Beds24 to see their bookings? ===
  
 
Yes, you can give guests the option to view and cancel bookings but not change them.
 
Yes, you can give guests the option to view and cancel bookings but not change them.
  
−
'''Can guests make payments for the bookings?'''
+
Go to {{#fas:cog}} (SETTINGS) GUEST MANAGEMENT -> GUEST LOGIN and click HELP (top right menu)
−
 
 
−
Yes, you can send an email with a link to their bookings, for your guests to make a payment.
 
  
 
== Google Analytics / Tracking==
 
== Google Analytics / Tracking==
  
−
'''Can Google Analytics be installed on Beds24?'''
+
=== Can Google Analytics be installed on Beds24? ===
  
−
Yes, you can install Google Analytics on you booking page.  
+
Yes, you can install Google Analytics on you booking page. See the details in this wiki page:- https://wiki.beds24.com/index.php/Track_Bookings
  
 
Beds24 also has a built in logging system which will give you information on the activities on your booking page and where a booking originated from.
 
Beds24 also has a built in logging system which will give you information on the activities on your booking page and where a booking originated from.
  
−
== Help / Training==
+
== Help / Support / Training==
 +
=== What level of support can I expect from Beds24? ===
 +
Beds24 is designed as a self-service system. Information and free support is available via following channels:
 +
*Beds24 [http://forum.beds24.com Forum]
 +
*Beds24 Wiki with search function, links to videos and tutorials [https://wiki.beds24.com Wiki]
 +
*Context sensitive help -  click on HELP at the top right of any page for information about the page. A click on the ? icons next to each setting opens context help with information about the setting.
 +
*Setup wizards: https://beds24.com/wizard/index.php?lang=en
 +
They  are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode. Login with your username and password and follow the steps.
 +
*When you click on the SUPPORT button in the top and then click on 'Functions' you will find links to commonly used functions.
 +
*You can reach out to our support team at any time via our ticket support system. This allows the support team see your settings and support you efficiently.
 +
 
 +
Our fees do not include telephone support. This way we can offer the best possible price to users who set up Beds24 themselves. For users who prefer phone support we cooperate with [https://wiki.beds24.com/index.php?title=Partners partners] who offer professional help for a fee.
 +
 
 +
=== Does Beds24 provide training? ===
 +
Yes, we offer regular webinars on how Beds24 works and on specific functions which are also available on demand. Links to the recordings and to tutorials are available here: https://wiki.beds24.com/index.php?title=Main_Page
 +
 
 +
There are also setup wizards that you can access from this page: https://beds24.com/wizard/index.php?lang=en They are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode.
  
−
'''Does Beds24.com provide training?'''
+
Paid Training - We also offer Zoom or Skype training sessions for a fee in which we help you set your account up. Send a Support ticket to request the training and access to the calendar to booking a suitable slot.
  
−
Beds24.com has extensive training/help, you can access the relevant HELP for each area of BEDS24.com by clicking the HELP button in the top right menu. Where you see (?) for a setting, click (?) for context help.
+
== Import Data==
  
−
There is setup wizards that you can access from this page: https://www.beds24.com/wizard/index.php?lang=en
+
=== Can I import bookings from the Booking Channels/OTAs? ===
 +
Yes, once mapped to Beds24, some booking channels provide access to 'Import existing bookings' if your OTA does not provide this option then you can use the CSV API to import existing bookings. Please check the HELP page for the Booking Channel to see the Capabilities.
  
−
They are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode.  
+
=== Can I import bookings from another system? ===
 +
If you need to import bookings into Beds24 you can use a  csv via our API (https://api.beds24.com). For some channels we can try to import bookings.
  
−
There are also tutorials and videos showing you how to do the set up: https://wiki.beds24.com/index.php?title=Main_Page
+
== Integrations==
  
−
When you click on the FUNCTIONS button in the top left you will find links to commonly used functions.
+
=== Do you connect to other services? ===
  
−
You can also use the forum, use the button in the top left menu or this page: http://forum.beds24.com or create a ticket via the support button at the top of the Beds24 control panel.
+
Yes. We provide a [[:Category:Apps|wide range of integration]] so you can create seamless workflows. Many services which are not listed [[:Category:Apps|here]] can be connected via Integromat and we also have an open API.
  
−
== Import Data / Connect to other Systems /API ==
+
== Languages ==
  
−
'''Can I import bookings from another system?'''
+
=== What languages does Beds24 support? ===
  
−
If you need to import bookings into Beds24 you can use a  csv via our API (https://www.beds24.com/api/). For some channels we can try to import bookings.
+
The backend control panel is available in English and German. We provide partial courtesy translations into French, Greek, Portugese and Spanish to make it easier for staff who do not speak English or German. A Japanese version of Beds24 is available via our partner Co-Reception.  
  
−
The API can also be used to import/export other data, connect to third party systems or to build your own application.
+
The booking page where guest can make their bookings is available in 39 languages (Armenian, Arabic, Bahasa Indonesia, Bulgarian, Burmese, Catalan, Chinese (simplified), Chinese (traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew,  Icelandic, Italian, Japanese, Korean, Latvian, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Vietnamese).  If the  booking page does not currently support your language we can look into adding it if you help us with the translation.  
  
−
'''Can I import bookings from the Booking Channels/OTAs?'''
+
Hosts can choose to activate one or more languages to give guests the option to book in their own language.
  
−
Yes, once mapped to Beds24.com, some booking channels provide access to 'Import existing bookings' if your OTA does not provide this option then you can use the CSV API to import existing bookings. Please check the HELP page for the Booking Channel to see the Capabilities.
+
=== What languages does Beds24 provide for customer support? ===
  
−
== Icons ==
+
We offer customer support in English and German.
  
−
'''Can I add icons to the Booking Page?'''
+
=== Is it possible to add languages to the Booking Page? ===
  
−
Yes, you can add icons to your booking page, from the Main Page wiki, go to the Developers section for more information.
+
If the booking page does not currently support your language we can look into adding it if you help us with the translation.
  
−
== Languages ==
+
=== Can I send messages to the guest in their language? ===
 +
 
 +
Yes, go to {{#fas:cog}} (SETTINGS)  BOOKING ENGINE > INTERNATIONALIZATION  and tick the appropriate languages. Then you can enter the message in the specific language where this setting is available. (ie. Confirmation messages, auto emails etc).
 +
 
 +
=== Can I import the language of the guest for bookings from channels? ===
  
−
'''What languages does Beds24.com support?'''
+
For direct bookings the language the guest booked in is applied. Normally channels do not send language information, however we can deduce the language of the guest from the country they enter at the time of their booking. Go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER  and set 'Deduce language from Country' = Yes. The language will show in the Mail tab of the Booking.  
  
−
The backend is English, German partially in Spanish, and we can offer customer support in English and German.
+
Default Language selected in {{#fas:cog}} (SETTINGS)  BOOKING ENGINE > INTERNATIONALIZATION  will be used if the guest language is blank or you do not have a message in the guest language.
  
−
The booking page where guest can make their bookings is available in 34 languages (Arabic, Bahasa Indonesia, Bulgarian, Burmese, Catalan, Chinese (simplified), Chinese (traditional),, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Italian, Japanese, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, and Turkish).  If the  booking page does not currently support your language we can look into adding it if you help us with the translation.  
+
== Messaging and Notifications ==
 +
===Will I receive a notification when there is a new booking? ===
 +
Yes. You will automatically receive an Email when you receive a new online booking or a modification for a channel booking. You can additionally opt in to receive an SMS notifications. Email are free, for SMS a fee applies.  
  
−
Hosts can choose to activate one or more languages to give guests the option to book in their own language.
+
===Do guests receive a confirmation? ===
 +
For direct online bookings guests will always receive a confirmation message which you can fully customize in {{#fas:cog}} (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES.  
  
−
'''What languages does Beds24.com provide for customer support?'''
+
Bookings through OTA´s except VRBO/Homeaway will be confirmed directly through the OTA not from Beds24. If you want to you can set up a additional automated Email.
  
−
We can offer customer support in English and German.
+
VRBO/Homeaway do not send confirmation messages. They require these to be sent from Beds24. The confirmation message you have set up in {{#fas:cog}} (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES will be sent to the guest.
  
−
'''Is it possible to add languages to the Booking Page?'''
+
===Can I send automated and/or manual Emails? ===
  
−
If the booking page does not currently support your language we can look into adding it if you help us with the translation.
+
You can set up template Emails to manually or auto send to guest e.g. x days before arrival/departure, based on origin of the booking etc. Go to {{#fas:cog}} (SETTINGS) GUEST MANAGEMENT -> AUTO ACTIONS and click HELP (top right menu) for instructions and examples.  
  
−
'''Can I send messages to the guest in their language?'''
+
You can export all bookings and process the data e.g. add to your mailing lists.
  
−
Yes, go to SETTINGS  ->  BOOKING PAGE -> INTERNATIONALIZATION -> BOOKING PAGE LANGUAGES and tick the appropriate languages. Then you can enter the message in the specific language where this setting is available. (ie. Confirmation messages, auto emails etc).
+
=== Does Beds24 have messaging integrations with Channels? ===
 +
With Airbnb, Booking.com, and VRBO we have direct integrations with their messaging systems so you can communicate with the guest directly from the booking through the channel's messaging system.
  
−
'''Can I import the language of the guest?'''
+
You can view messages from the Control Panel 'Messages' or when you open the booking and go to the Messages tab.
  
−
It is not possible to import the language of the guest, however we can deduce the language of the guest from the country they enter at the time of their booking. Go to SETTINGS -> CHANNEL MANAGER  and set 'Deduce language from Country' = Yes. The language will show in the Mail tab of the Booking.
+
=== How can I change my Email address?===
  
−
Default Language selected in SETTINGS -> BOOKING PAGE -> INTERNATIONALIZATION -> BOOKING PAGE LANGUAGES will be used if the guest language is blank or you do not have a message in the guest language.
+
You can change your Administrator Email Address by going to {{#fas:cog}} (SETTINGS) ACCOUNT - > ACCOUNT ACCESS.
  
−
== Messaging and Notifications ==
+
You can change your Property Email Address by going to Property Email Address in ({{#fas:cog}} (SETTINGS)  PROPERTIES > DESCRIPTION "Email".  
−
'''E-Mail'''
 
−
You can set up template Emails to manually or auto send to guest e.g. x days before arrival/departure, based on origin of the booking etc. You can export all bookings and process the data e.g. add to your mailing lists.  
 
  
−
Bookings through OTA´s will be confirmed directly through the OTA not from Beds24.
+
=== Can I send newsletters or bulk emails to all guests? ===
 +
We have an integration with MailChimp through which guests will be automatically added to mailing lists. Go to {{#fas:cog}} (SETTINGS) APPS & INTEGRATIONS-> MAILCHIMP and click HELP (top right menu) for instructions.
  
−
== Mailings ==
+
Guest information and contact details can also be downloaded to be imported into external mailing lists.
−
Guest information and contact details can be downloaded to be imported into external mailing lists.
 
  
 
== Mobile ==
 
== Mobile ==
 +
=== Do you provide an App? ===
 +
Yes, you can find more details when you go to {{#fas:cog}} (SETTINGS) APPS & INTEGRATIONS > MOBILE APP
  
−
'''Is there a mobile version of Beds24?'''
+
But by nature the functionality of an app is limited. User research shows that an app can not meet the flexibility and the power Beds24 customers are used to. Therefore our control panel is responsive and accessible via a browser from any mobile device. We provide a mobile dashboard which links to more special mobile pages and access to all other Beds24 functions.
  
−
The design of the control panel is responsive meaning it adjusts to the size of the screen. This allows you to perform all actions from your smart phone or tablet it you need to. You have the option to set up a special dashboard to use from mobile devices.
+
This allows you to perform all actions from your smart phone or tablet if you need to.  
  
 
The booking page is mobile friendly. It detects which device the guest uses and adjusts the view accordingly.
 
The booking page is mobile friendly. It detects which device the guest uses and adjusts the view accordingly.
  
 
== Multiple Properties / Agency Functions ==
 
== Multiple Properties / Agency Functions ==
−
With Beds24 you can manage multiple properties in one account. You have the option to create subaccounts with individual logins for each property. The subaccounts can have their own login with full access (read and write) or limited access (read only).
+
=== Can I manage multiple properties in one Beds24 account? ===
 +
 
 +
With Beds24 you can manage multiple properties in one account. You have the option to create sub accounts with individual logins for each property. The sub accounts can have their own login with full access (read and write) or limited access (read only).
  
−
The  agency search page allows guests to search for availability by criteria you define and book directly online.  For a simple example please look here: https://www.beds24.com/demo/agency-online-reservation-system.html
+
The  agency search page allows guests to search for availability by criteria you define and book directly online.  For a simple example please look here: https://beds24.com/demo/agency-online-reservation-system.html
  
 +
=== Can we collect owner payments from properties we manage for third party owners? ===
 
We do not have a way to automatically split payments or calculate commission. You could collect the deposit from the guest (your commission) and the property collects the balance when the guest arrives.
 
We do not have a way to automatically split payments or calculate commission. You could collect the deposit from the guest (your commission) and the property collects the balance when the guest arrives.
  
 
== Multiple Users ==
 
== Multiple Users ==
 +
You can create Sub Accounts when you need multiple users to access your Beds24 account,click on the 'User' icon on the top right and then on 'Account Management (in the old control panel SUB ACCOUNT in the top right)) and click HELP (top right) for information. 
  
−
'''Can more than one person login at a time to my Beds24 account?'''
+
=== Can more than one person login at a time to my Beds24 account? ===
  
−
Only one person can use the login at a time, if you need multiple users, then you can create sub accounts with full or limited access rights. Choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles.
+
Only one person can use the login at a time, if you need multiple users, then you can create sub accounts with full or limited access rights. Choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles.  
  
−
'''Is there a charge for multiple logins?'''
+
=== Is there a charge for multiple logins? ===
  
 
Yes, please see you the billing section in your Account for details.
 
Yes, please see you the billing section in your Account for details.
  
−
'''Can I limit the access rights of my staff?'''
+
=== Can I limit the access rights of my staff? ===
  
−
Yes, you can specify the access rights to each user, you can choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles.
+
Yes, you can specify the access rights to each user, you can choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles. The Roles are explained in the SUB ACCOUNT Help page.  
  
−
'''Can I limit what a user can see in the bookings?'''
+
=== Can I grant access for owners? ===
  
−
Yes, you can limit the access rights to a login and then you can HIDE additional options within the system.
+
Yes, you can specify the access rights the owners have with default roles (a good starting point is the owner role) or create your own roles.  
  
−
'''Can I give my cleaner access to view the bookings, but stop them from seeing the prices and personal data of the guest?'''
+
=== Can I limit what a user can see in the bookings? ===
 +
 
 +
Yes, you can limit the access rights to a login with the ROLE and then you can HIDE additional options within the system.
 +
 
 +
=== Can I give my cleaner access to view the bookings, but stop them from seeing the prices and personal data of the guest? ===
  
 
Yes, you can limit the access to a login with the ROLE you have assigned and HIDE sections of the bookings within their account.
 
Yes, you can limit the access to a login with the ROLE you have assigned and HIDE sections of the bookings within their account.
 +
 +
== Payment Collection==
 +
=== Can I collect payments from my Guests? ===
 +
Beds24 integrates with leading payment providers. You can choose your preferred provider from a number of integrated payment and collect funds directly into your account without any additional fees from Beds24.
 +
 +
Integrated payment gateways are Stripe, Paypal (which also allows credit card payments), Stripe, Agodapay , Authorize.Net, Globalpayments, asiapay, pesopay, siampay, paydollar, and Bitpay. 
 +
 +
To use this service you will need an account with the payment gateway you want to use.
 +
 +
===Can I collect payments for bookings from the booking page?===
 +
Yes. You can use Beds24 to receive deposit for full payments a the time of the booking. You can also send payment requests for payments which are due later.
 +
 +
===How can I collect payments from channels?===
 +
If the payment is not collected by the channel you can send payment requests for payments to guests.
 +
 +
Many OTAs including Booking.com, Expedia, Agoda, provide virtual credit cards (VCC) for the property to collect payments. Via Stripe you can automatically charge virtual cards when the payment is due.
 +
 +
If channels send you the guests credit card and you use Stripe as payment gateway you can choose to send credit cards supplied by all  channels directly to Stripe where the cards can be validated and charged. Once the guest credit cards have been sent to Stripe you can use auto actions to collect the payments. Go to {{#fas:cog}} (SETTINGS) Guest Management > Auto Actions and click HELP (top right menu) for instructions and examples.
 +
 +
===Is payment collection PCI DSS compliant?===
 +
All the payment gateways we connect to are fully PCI DSS compliant.
 +
 +
=== Can I send a payment request to my guests ? ===
 +
Yes, you can setup an automated email to your guests requesting payment for their bookings. See the details in the HELP page for the Payment Gateway.
 +
 +
===Can I collect credit card details?===
 +
You can securely collect credit card details and process the payment through your own bank or merchant account. If you use Stripe as payment gateway you can choose to send credit cards supplied by all  channels directly to Stripe where the cards can be validated and charged.
 +
 +
Due to the European Unions enforcement of strong customer authentication (SCA) collecting credit card details is not a reliable method to secure a booking any more. We recommend European customers to use payment requests instead.
 +
 +
=== Can guest pay with Bitcoin? ===
 +
Yes. You can collect bitcoin payment via Bitpay.
 +
 +
=== What happens if the Customer Credit Card is rejected ? ===
 +
 +
If you have setup your account to send the credit card details to Stripe then you will receive notification that the credit card was rejected and a Booking info code will be added to the Info tab of the booking.
 +
 +
If the booking was from Booking.com then you can choose to auto report invalid cards to Booking.com or use the button in the 'Detail Tab' to Report an Invalid card to Booking.com and they will request a new card from the guest.
 +
 +
If it was a virtual card Stripe might have rejected it because it was not yet valid. In this case you can send it again on check-in day also via the "Details" tab of the booking.
 +
 +
For other channels you will need to contact them and report the card as invalid.
 +
 +
If the booking is in the future, then the invalid credit card details will be stored in Beds24.
 +
 +
=== Can I auto report invalid cards to Booking.com? ===
 +
 +
Yes. You can do this directly from the booking.
  
 
== Pictures ==
 
== Pictures ==
−
The new responsive booking page allows up to 5 pictures per property plus up to five pictures per room and offer.
+
The responsive booking page allows up to 5 pictures per property plus up to five pictures per room/rental and offer. You can choose to show one picture or picture sliders.  
  
−
By default the adaptive version of the booking page allows for one picture per unit but you can add a Woo slider which will let you display multiple pictures. If you are comfortable working with HTML you can also add multiple pictures directly.
+
=== Can we add pictures/images to Upsell Items? ===
 +
Yes, please go to {{#fas:cog}} (SETTINGS) BOOKING ENGINE -> UPSELL ITEMS, and click HELP (top right menu) for the instructions.
  
−
'''Can we add pictures/images to Upsell Items?'''
+
== Open API ==
 +
=== Does Beds24 have an open API? ===
 +
Yes. We have an open API which our customers can use to integrate their own systems.
  
−
Yes, please go to SETTINGS -> PROPERTIES -> UPSELL ITEMS, and click HELP (top right menu) for the instructions.
+
==Own Branding / Private Label ==
  
−
== Private Label ==
+
=== Can I use my own domain in Beds24? ===
−
The private label option allows you to use your own subdomain for your booking page (bookings.mywebsite.com).
+
 
 +
Yes, The private label option allows you to use your own subdomain for your booking page bookings.mywebsite.com (instead of Beds24).
 +
 
 +
== Owner Portal ==
 +
===Does Beds24 have an owner portal ===
 +
Yes. You can create Sub Accounts for owners for which you can restrict access so they have only access to the information and reports you allow them to see. A good starting point is the owner role or create your own roles.  
  
 
== Proposal / Quote ==
 
== Proposal / Quote ==
  
−
'''Can I send a a proposal or quote to a guest?'''
+
=== Can I send a a proposal or quote to a guest? ===
  
 
Yes. Please use [[Proposal_or_quote|these instructions]].
 
Yes. Please use [[Proposal_or_quote|these instructions]].
  
−
== Rates/Prices ==
+
== Prices ==
−
You can set a simple or refined rate structure based for example on seasons, occupancies, minimum/maximum stays, time of booking (e.g. last minute).
+
Beds 24 offers the most flexible pricing  and discount options. Simple or complex pricing structures can be created according to seasonality, occupancy, minimum stays, maximum stays, booking time (e.g. last minute).
 +
 
 +
=== Can we setup seasonal pricing in Beds24? ===
 +
Yes. Best option is to use Daily Prices, then you can set the rules in Daily Price Rules and set the individual price per day/date range in the Calendar.
 +
 
 +
=== Can we offer last-minute or early bird prices? ===
 +
Yes. In Daily Prices/Fixed Prices use the Min Stay until Checkin to set prices for 'early bird pricing'.
 +
For example a setting of 0 will allow this price to be booked for tonight. A setting of 3 means this price is only available at least 3 days before the check-in date.
 +
 
 +
In Daily Prices/Fixed Prices use the Max days in advance to set prices for 'last-minute pricing'.
 +
For example a setting of 365 will allow this price to be booked up to a year in advance. A setting of 7 means this price is only available one week before the first night of the booking.
 +
 
 +
=== Can we have different prices for different days of the week? ===
 +
Yes. Best option is to use Daily Prices, then you can set the rules in Daily Price Rules and set the individual price per day/date in the Calendar.
 +
 
 +
=== Can offer prices for different occupancies? ===
 +
Yes. Some channels also accept occupancy based pricing, please check the HELP page for each Channel for specific details. Go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER and select the channel from the link on the left. Then click HELP (top right menu) for instructions.
 +
 
 +
=== Do you support dynamic pricing? ===
 +
Yes. You can adjust the prices easily directly in the Calendar or use a multiplier to adjust all prices of a day.
 +
 
 +
Our built in Yield optimizer automatically adjusts prices based on demand shortly before check-in.
 +
 
 +
We also integrate with Pricelabs and RoomPriceGenie who provide sophisticated revenue management tools and and the prices they calculate automatically to Beds24. Go to {{#fas:cog}} (SETTINGS) APPS & INTEGRATIONS. Then click HELP (top right menu) for a list and then click on the Service for more informaiton.
 +
 
 +
=== Can I show prices for more than 1 year? ===
 +
Yes. The prices will only display/send for the 'Max Days in Advance' they are set to. 365 is the default which will show the prices for one year from today.
 +
 
 +
To send up to 2 years data to the channels, go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER > set 'Export data' = 2 years.  
  
−
For help, with setting prices please go to the Prices section: https://wiki.beds24.com/index.php?title=Main_Page
+
=== Can I charge for optional extras? ===
 +
 
 +
Yes. For your booking page, you can use Upsell items, go to {{#fas:cog}} (SETTINGS) BOOKING ENGINE > UPSELL ITEMS. You can set the description for all languages you have activated in your account.
 +
 
 +
For the Channels, it is possible to send additional/custom fees. Go to {{#fas:cog}} (SETTINGS) CHANNEL MANAGER and select the channel from the link on the left. Then click HELP (top right menu) for instructions.
  
 
== Reports ==
 
== Reports ==
  
−
'''Can I run reports of my bookings from Beds24?'''
+
=== Can I run reports of my bookings from Beds24? ===
 +
The system includes a range of predefined reports including revenue reports, arrivals, departures, invoices, occupancy and current guests.
  
−
The system includes a range of predefined reports including revenue reports, arrivals, departures, invoices, occupancy and current guests. You also have the option to create custom reports. All reports can be saved as .csv files. Custom reports are also available for download as Excel or pdf files.
+
Go to the Control Panel and click REPORTS then select Standard reports from the drop down list. You also have the option to create your Custom reports.  
  
−
'''Can I create my own reports in Beds24?'''
+
=== Can I create my own reports in Beds24? ===
  
 
Yes, you can create custom reports in your account.
 
Yes, you can create custom reports in your account.
  
−
'''I have created a Report in the Master account, can I make this available in my sub accounts?'''
+
Go to the Control Panel and click REPORTS then select Custom reports from the drop down list.
 +
 
 +
=== I have created a report in the master account, can I make this available in my sub accounts? ===
  
 
Yes, you can Clone reports from one account to another.
 
Yes, you can Clone reports from one account to another.
  
−
'''Can I email a report to my Clearners'
+
Click on the 'User' icon on the top right of the control panel and then on 'Account Management' (in the old control panel SUB ACCOUNT in the top right). Click HELP (top right menu) for instructions.
  
−
Yes, you can download the report to your PC and then email to your clearner.
+
=== Can I email a report to my Cleaners?===
  
−
'''Is it possible to automate reports and send to my email address?'''
+
Yes, you can use the ROUTINES feature in {{#fas:cog}} (SETTINGS)  ACCOUNT  > ROUTINES, click HELP (top right menu) for instructions.
  
−
No, this is currently not possible, you will need to run the report and download to your pc, then email the report as an attachment.
+
=== Is it possible to automate reports and send to my email address? ===
  
−
'''Can I run financial reports for all my bookings?'''
+
Yes, you can use the ROUTINES feature in {{#fas:cog}} (SETTINGS)  ACCOUNT  > ROUTINES, click HELP (top right menu) for instructions.
  
−
Yes, there are a number of pre-defined reports in the Standard Reports, you also have the option to create custom reports.
+
=== Can I run financial reports for all my bookings? ===
  
−
== Setup and Customisation ==
+
Yes, there are several pre-defined reports in the Standard Reports, you also have the option to create custom reports.
−
Beds24 is a self service system. Set up is free of charge and you do it yourself.  We have setup wizards which introduce the system and guide you through the setup process.  
 
  
−
Almost all elements on the booking page and invoice have classes and you can apply custom CSS to customise them. You or your web designer can use Firebug or a similar tool to look up the classes.
+
From the Control Panel, go to REPORTS, select Standard Reports from the drop down list.
  
−
== System Status ==
+
==Setup and customization==
−
We do have a [https://www.beds24.com/status.html public monitoring system]. Even though our service is very reliable there will be occasional short outages due to necessary maintenance. Also  we cannot except acts of God.
+
===Is there a setup fee?===
 +
No. Beds24 is designed as a self-service system. Setup is free and you can do it yourself using the our tutorials and self-service tools we provide.  
  
−
== Support ==
+
We offer regular webinars in which we demonstrate how Beds24 works in which you also have the option to ask your questions.  
−
Beds24 is designed as a self-service system. Beds24 information and free support is available via following channels:
+
 
−
*Beds24 [http://forum.beds24.com Forum]
+
If you need help our support team is there for you to assist you via our ticket support system through which we can see your settings.  
−
*Beds24 Support [https://wiki.beds24.com Wiki]
+
 
−
*Context sensitive help -  click on HELP at the top right of any page for information about the page. A click on the ? icons next to each setting opens context help with information about the setting.
+
We also offer Zoom or Skype training sessions for a fee in which we help you set your account up.
−
*Ticket support system. We can see your settings so you do not need to send us screenshots. If you want to send a screenshot you can use a tool like this:  http://pasteboard.co to send us a link.  
+
 
 +
==Template variables==
 +
===What are Template Variables ===
 +
Template variables are short codes that will be replaced by the relevant information from each booking. They can be used in every text setting that allows their use. Copy them exactly as shown in the wiki page, including the [] square brackets, for the full list of Template variables click [[Template_Variables|here]]
  
−
For users who prefer phone support we cooperate with [https://wiki.beds24.com/index.php?title=Partners partners] who offer professional help for a fee. For a list please have a look here:
+
===Is it possible to compare text for reporting and/or triggering auto actions? ===
 +
Yes, you can use Smart Logic with template variables. See the details in this section of the wiki page [[Template_Variables#Smart_Logic_Template_Variables|Smart Logic template variables]]
  
−
== Web site integration and Widgets ==
+
IF style template variables will compare two values and display a text if the comparison is true and an alternative text if the comparison is false. Colons : are used between the two comparison values and the first text, a pipe | is used between the two texts. Empty text is allowed if you do not want to display anything for a condition.  
−
Beds24 can be integrated into any website. Adding a booking widget to a website requires pasting some html code we provide to the source code. This will work with any system as long as you can access the source code.
 
  
−
The Beds24 booking page is fully customisable. The innovative design of the new responsive version lets you not only change colors but also define which content you want to display where on the form.
+
===Can I test the Smart logic template variables before using in auto actions/reports? ===
 +
Yes, go to {{#fas:cog}}  (SETTINGS) ACCOUNT > PREFERENCES > BOOKINGS > BOOKING HEADER enter your template variables and click Save.
 +
When you open a booking, the result will be shown in the top left of your screen.
  
 
== Where is your office? ==
 
== Where is your office? ==
Line 360: Line 718:
  
 
== Wordpress ==
 
== Wordpress ==
−
Beds24 provides a Wordpress plugin (https://wordpress.org/plugins/beds24-online-booking/) which makes it easy to add booking technology to any Wordpress site via shortcodes. The actual management of bookings and inventory is done directly in the Beds24 control panel.
+
 
 +
=== Does Beds24 have a Wordpress plugin? ===
 +
 
 +
Beds24 provides a free Wordpress plugin (https://wordpress.org/plugins/beds24-online-booking/) which makes it easy to add booking technology to any Wordpress site via shortcodes. The actual management of bookings and inventory is done directly in the Beds24 control panel.
  
 
== Cancel Account==
 
== Cancel Account==
−
You can cancel your account in Settings  >  Account > Billing.
+
 
 +
=== How can I cancel my account? ===
 +
 
 +
You can cancel your account yourself at any time in {{#fas:cog}} (SETTINGS) ACCOUNT > BILLING.

Revision as of 14:12, 11 April 2024

FAQ

Beds24 is a cost-effective self-service system offering powerful online booking engines for your own website property management and optional channel management.

Contents

1 General

1.1 Is my data secure?

We are compliant with the European data security directives (GDPR) which covers securely managing and storing personal data and PCIDSS for card data.

The data center we use is certified to DIN ISO/IEC 27001

We make hourly backups of all data and these are stored securely and remote from our main servers.

All data is transferred using SSL.

We do have a public monitoring system. Even though our service is very reliable there will be occasional short outages due to necessary maintenance. Also we cannot except acts of God.

1.2 Is Beds24 available in my country?

Yes. Beds24 is available worldwide.

2 Bookings

Beds24 shows real-time availability. Bookings can be instant (auto confirmed) or on request (manually confirmed or declined).

2.1 Can bookings be moved between rooms or rentals?

Yes, Bookings can be changed or moved to another room or rental if required.

There are a few options :-

  • The New Calendar has a drag-and-drop function which will allow you to quickly change the room or rental assignment.
  • Go to Bookings > Grid and use the drag-and-drop function which will allow you to quickly change the room or rental assignment.
  • Open the booking and go to the Summary tab, then change the room/unit and click SAVE.

2.2 Can I (host) cancel bookings?

You can change the status of of direct bookings within Beds24 form the "Summary" tab.

Bookings from channels have to be be cancelled at the channel and modifications/cancellations will then be imported into Beds24. For Booking.com and Expedia you can request the channel to cancel the booking directly from the booking in Beds24.

2.3 Can guests cancel bookings?

Yes, you can provide guests the option to view and cancel direct bookings but not change them. Go to (SETTINGS) GUEST MANAGEMENT > GUEST LOGIN and click HELP for instructions.

If the booking was made a Channel, suggest the guest contacts the Channel to cancel the booking, this ensures that your availability is updated and the dates re-opened.

2.4 Do you support group bookings?

Yes. If your guests book multiple rooms/rentals a group booking is created. You can also manually 'group' the bookings together, you will see the list of 'grouped' bookings when you open any one of the bookings in the Group.

Open the initial booking (Master), go to the Invoice tab and scroll to the bottom, then add the new booking into the 'Add Existing booking to Group'.

2.5 What information is gathered during the booking process?

For direct bookings can set which information you require your guest to enter when they make a booking. You can set optional/mandatory information, additionally you can set Custom Questions (if required).

Go to (SETTINGS) PROPERTIES > BOOKING QUESTIONS you can identify the Standard Questions and define any additional questions in Custom Questions.

For channel bookings the channels determine which information is collected. Beds24 will import all information the channels send.

2.6 Can I highlight certain bookings?

Flags can be used to flag bookings that require special attention.

The flag text is displayed with the other booking fields within the control panel and the [FLAG] template variable can be used to display this text as "hovertext" when the mouse cursor is positioned over the flagged booking in the Calendar view.

Flags can also be automatically applied via Auto Action which you can set up in (SETTINGS) GUEST MANAGEMENT > AUTO ACTIONS.

2.7 Can I set a cut off time for bookings?

Yes, you can set a cut-off time for same day bookings, this will be used for same day bookings and will close the inventory at a channel when the time has passed.

Go to (SETTINGS) PROPERTIES > BOOKING RULES > SAME DAY BOOKING CUT OFF and select the time required.

3 Booking Engine

3.1 How can I integrated Beds24 with my website?

Beds24 can be integrated into any website. Adding a booking widget to a website requires pasting some html code we provide to the source code. This will work with any system as long as you can access the source code.

3.2 Can I customize the booking page?

The Beds24 booking page is fully customisable. The innovative design of the new responsive version lets you not only change colors but also define which content you want to display where on the form.. You can also customize colors and fonts and you can even apply your own CSS styles.

3.3 How can I create a website connected to my Beds24 account?

With the integration to Rezintel you can create a website with the data you have in Beds24.

Go to here for more details

3.4 Can I use the booking engine with my own domain?

Yes. The Private Label booking page option allows you to use your own domain e.g. bookings.mydomain.com (instead of beds24.com) for an additional fee.

4 Channel Manager

We synchronise with over 60 booking channels and are preferred/premium partner with Booking.com, Airbnb and VRBO/Homeaway Group and Elite partner with Expedia. For a complete list of connected channels please see www.beds24.com/channel-manager.html.

We have a two way API connection with all mayor channels so Beds24.com can export inventory and prices and import bookings and modifications to bookings instantly and for some also send content like descriptions and pictures and can even create accounts with the channels.

You can find details for each connected channel here.

4.1 What is the difference between API/XML Connection and iCal Connection?

API/XML - Beds24 can export inventory and prices and import bookings and modifications to bookings. To some channels we can also send pictures and descriptions.

iCal - Beds24 can export availability and blocked dates, import bookings (summary information), the capabilities of the connection depend on the channel.

You can find details for each connected channel here.

4.2 How does the Channel Manager work?

This page explains in detail how the channel manager works.

4.3 Can I setup different prices for each Channel?

Yes, if required you can set different prices for your own website and booking channel(s). You can set different prices for each Channel, check the Channel Help page for the requirements and options.

4.4 Can I send a surcharge to a Channel?

Yes, you can setup different prices for a Channel and/or you can use a Price Multiplier to change your prices for a Channel. The price can be increased/decreased. Check the HELP page for the Channel for more information.

4.5 Can I send different inventory/availability to different channels?

Yes, once you have setup the connection to a channel, then you can manage the inventory in (SETTINGS) CHANNEL MANAGER > CHANNEL INVENTORY.

You will see a row for each channel set the inventory for each channel/date.

4.6 Will I receive notifications on new bookings?

After you activate the channel manager the channel will stop sending notifications. You will receive them from Beds24 instead.

4.7 Do guests receive a confirmation?

The channel confirms the booking with the guest. Beds24 will not sent a confirmation message. If you want to send one as well you can set up an Auto Action Email. A template is available which you can further customize. Use the context help (?Icons) in the Auto Action and on the help page (click on HELP in the top right menu) for further instructions.

4.8 How do I modify or cancel a booking?

The channel manger can not send changes to bookings to the channel. Any changes or cancellations have to be made directly in the channel. Cancelling a booking in Beds24 will not cancel the booking in the channel and can cause a double booking (Exception: VRBO/Homeaway XML bookings can be cancelled in Beds24).

If for some reason you need to make a change in Beds24 and do not want an updat from the channel to override it, you can set "Allow Channel Modifications" = No or "All except room changes. You can either set this globally in (SETTINGS) CHANNEL MANAGER or per booking in the "Details" tab of the booking".

If you change a room for a booking from a channel in Beds24 the channel will still treat the booking as if it is in the room the guest booked at the channel.

4.9 How can I access credit card details?

Some channels send credit card details. This is how you can view credit card details.

4.10 How do I receive payments?

Beds24 is not involved in deposit collections for bookings from booking channels. Each booking channels handles them according to their rules/your account settings. If the channel collects payments from the guest you can choose to import the guests payment into the booking.

If you use Stripe as payment gateway you can choose to send credit cards supplied by all channels from channels directly to Stripe where the cards can be charged.

4.11 How do I add a promotion or special price?

Special offers do not send from the channel manager. All special offers must be managed manually in the channels extranet.

4.12 Can I send different prices for different minimum stays or different numbers of guests?

The capabilities depend on the channel. Please see the help page for the channels you are using for details.

4.13 I have multiple properties. How do I set this up?

The system can handle multiple properties in one account. How you set this up depends on the channel. Please see the instructions for the channels you want to us.

4.14 What to do when I receive an overbooking?

  • Check if you are receiving error messages by email or in the potential issues menu. Error messages need to be addressed immediately because they can mean the channel manger is able to make updates.
  • Entering the same room code in multiple rooms in Beds24 can cause overbookings. Check your set up for warnings.

If you can not see a problem in your set up send us a support ticket with the booking numbers and dates.

4.15 Why did a booking not import?

  • Check if the room for which you received the booking is properly mapped.

If you can not see a problem in your set up send us a support ticket with the booking number and the date the booking was made.

4.16 Why is the price for the booking wrong?

  • A special offer set up in the channel may have reduced the price the channel manager sent.
  • You have linked rates in the channel.
  • Your prices are not set up as you expect.
  • The channel manger can not import prices from all channels. If you have set up minimum prices in (SETTINGS) PROPERTIES->ROOMS->SETUP the system will use these minimum prices.

4.17 What is pool allotment?

The idea of pool allotment or pool management is that you put all of your rooms into 1 pool, and that all channels take rooms out of that pool. The pool is empty when room are booked. This will automatically close all channels.

4.18 Can I send different availability to channels?

You can set up virtual rooms if you want to send custom availability to one or more channels. For example you may not want to sell via a particular channel at certain times of the year.

4.19 What are contracted rooms or base allocation?

This is an agreement between you and the channel where you agree to provide a number of rooms exclusively to that channel. This means you will not be able to sell these rooms directly or on other channels.

4.20 What do I do when I have a no show?

To report a no show to Booking.com open the booking and click the button in the "Details" tab. For other channels you will need to contact the channel if required.

4.21 Can I send messages to guests in their own language?

Yes, use the setting in Preferences 'Deduce language from country?' this will then enter the value in the Language field in the Mail tab of the booking. If there is no value the 'Default' language set in (SETTINGS) > BOOKING PAGE > INTERNATIONALIZATION -> BOOKING PAGE LANGUAGE will be used.

4.22 I need to show the booking charges on the guest invoice not the payout amount, how can I do this?

In (SETTINGS) CHANNEL MANAGER scroll down to 'Invoice' and select 'Booking Amount'

4.23 The Channels collect payments on my behalf at the time of booking, how can I see this?

Go to (SETTINGS) CHANNEL MANAGER and set 'Import Channel Collect Payments' = Yes, then the payments will be shown in the Charges and Payments tab of the booking.

4.24 How can I stop a Channel moving a booking back to the original room, when I have manually made a change?

If this is for all bookings, then go to Go to (SETTINGS) CHANNEL MANAGER and set 'Allow Channel Modifications' = All except room change' or you can set this per booking in the "Details" tab of the booking".

4.25 Can I have a different invoice for bookings from a certain channel?

Yes. See this help page for more information.

4.26 Airbnb

4.26.1 Who can use the Airbnb API connection?

All customers can use the API connection. Airbnb support can give you more information on Airbnb`s policies and restrictions if required.

4.26.2 Can I import a listing from Airbnb to Beds24?

Yes. The process is explained here.

4.26.3 Can I connect listings that I am a Co-Host?

Airbnb does not allow Co-hosts to use their API. This means if you are a Co-Host Airbnb will not allow you to connect your co-hosted listings via Beds24 (or any other channel manager). Solutions to this limitation are:

  • Ask the host to transfer their account to you.
  • Your hosts make the connection between their Airbnb accounts and Beds24 themselves
    • You can create a (temporary) subaccount in Beds24 for each of your hosts. Your hosts will have a login where they then can connect their Airbnb accounts.
    • If you manage a large number of properties we can give you the "Connect with Airbnb Account" button. Your hosts will then be able to use this button outside of Beds24 so they will not need to log into

4.26.4 What is the difference between the API connection and the iCal connection?

Main differences are the update speed and the transferred data. iCal updates can take up to 24 hours which makes it unreliable. Changes via the API are applied within a minute.

The API interface can:

  • Update instantly
  • Import bookings (including personal data, number of guests, price), modifications and cancellations from Airbnb
  • Facilitate communication with the guest directly from the booking
  • Create listings
  • Send content and update content
  • Send pictures
  • Automatically send availability to Airbnb
  • Send prices from Beds24 to Airbnb

The iCal interface can only export inventory and import bookings for which Airbnb provides limited information only (no guest name, no price, no Email address), booking modifications and booking cancellations.

4.26.5 I am already listed with Airbnb. Can I connect it?

Yes. You can connect an existing Airbnb account.

4.26.6 Can I still use Ical?

Of course, you can use iCal or API but not both for the same room (remember that iCal has delays and does not transfer prices or detailed booking information).

4.26.7 Can have requests only?

By default we only support instant book because it is proven that listings on instant book generate more bookings and have a better ranking.

We strongly recommend to only use instant book but if required we can set individual listings to be bookable on request only. Airbnb only allows listings which are not listed on any other OTA which facilitates instant book to be set to 'Request'. This means if you only want requests from Airbnb you need to disconnect/can not use OTAs/portals like Booking.com, Expedia, Ctrip, Agoda

4.26.8 Can I connect more than one Airbnb account?

Yes. You can connect multiple Airbnb accounts.

4.26.9 Can I send special prices to Airbnb?

Yes. This tutorial explains how to do this.

4.26.10 If I have a room type with 6 units (i.e. 6 double rooms) do I need a listing for each room?

No. Beds24 supports room types with Airbnb.

5 Will I receive notifications on new bookings or changes?

Airbnb will send you a notification for new bookings.

5.1 Do guests receive a confirmation?

The channel confirms the booking with the guest. Beds24 will not sent a confirmation message. If you want to send one as well you can set up an Auto Action Email.

5.2 Do I have to confirm bookings?

No. All listings managed via API are activated for instant booking meaning all bookings are confirmed. You have the option to cancel bookings if required in the Airbnb extranet.

5.3 How can I communicate with guests?

You can communicate with guests directly from the booking in Beds24 via Airbnbs messaging system

5.4 How will I get paid?

The channel charges the guest and pays you via bank transfer or Paypal.

5.5 Can guests modify bookings?

==If a guest modifies a booking you will receive an Email from Airbnb. If you agree to the modification Beds24 will import the modification.

5.6 Can agencies use the API connection?

Yes. You can connect to multiple Airbnb host accounts.

5.7 Can I send several languages?

Yes.

5.8 Can I connect dorms?

Yes, Airbnb supports dorms. See this page for the settings:- https://wiki.beds24.com/index.php/Airbnb_DORMS

5.9 Booking.com

5.9.1 Will I receive notifications on new bookings?

After you activate the channel manager the channel will stop sending notifications. You will receive them from Beds24 instead.

5.9.2 Do guests receive a confirmation?

The channel confirms the booking with the guest. Beds24 will not sent a confirmation message. If you want to send one as well you can set up an Auto Action Email.

5.9.3 'How do I modify or cancel a booking?

Bookings coming from a channel should be modified by the channel. Cancelling a booking in Beds24 will not cancel the booking in Booking.com and can cause a double booking. Please ask booking.com or the guest to cancel the booking in Booking.com and the cancellation will be sent to Beds24.

If for some reason you need to make a change in Beds24 and do not want an update from the channel to override it, you can set "Allow Channel Modifications" = No ("Details" tab of the booking"). If you have changed the room you can set "Allow Channel Modifications" = All except room changes.

5.9.4 How can I access credit card details?

This is how you can view credit card details. Booking.com may sometimes withhold the credit card number or CCV unless you specifically request they are sent to you. Contact your Booking.com rep if this is occurring and you require this information to always be sent.

5.9.5 How do I add a promotion or special price?

You can set up promotions directly in Beds24 in (SETTINGS) CHANNEL MANAGER > BOOKING.COM > PROMOTIONS or in the Booking.com extranet.

5.9.6 How do I add extra costs or fees?

Extra Costs, e.g. tax, cleaning fee, service charge can be set directly in the channels extranet.

5.9.7 I have multiple Booking.com hotel ids. How do I set this up?

The system can handle multiple properties in one account. Each Booking.com hotel requires one property in Beds24.

5.9.8 I have multiple Booking.com accounts. How do I set this up?

The system can handle multiple properties in one account. It doesn't matter whether the Booking.com properties are in different Booking.com accounts. Each Booking.com property still requires one property in Beds24, though.

5.9.9 Why did a booking not import?

  • Check if the room for which you received the booking is properly mapped.

If you can not see a problem in your set up send us a support ticket with the booking number and the date the booking was made.

5.9.10 Why is the price for the booking wrong?

  • A special offer set up in the channel may have reduced the price the channel manager sent.
  • Your prices are not set up as you expect.

5.9.11 What are contracted rooms?

This is an agreement between you and the channel where you agree to provide a number of rooms exclusively to that channel. This means you will not be able to sell these rooms directly or on other channels.

5.9.12 What do I do when I have a no show?

To report a no show to Booking.com open the booking and click the button in the "Details" tab.

5.9.13 What do I do when a guest provides an invalid credit card number?

Invalid cards can be reported to Booking.com via a button on the "Details" tab of the booking.

If you use Stripe you can set in (SETTINGS) CHANNEL MANAGER to automatically report invalid cards to Booking.com.

5.9.14 'I originally set my connection as a one-way connection, now I want a two-way connection

You will need to disconnect your connection with Beds24 in the Booking.com extranet and then initiate the connection with two-way connection.

6 Currencies

6.1 Can I use multiple currencies in Beds24?

You can set the system to use one master currency.

If you are using multiple properties you can set a different currency for each. If you need to manage bookings in another currency than your default currency you can create an "invoicee" for the additional currency and assign the charges it. For more information on the invoicee function please see Invoicees.

The booking page allows you to use a currency converter. We currently use live data from the openexchangerates.org for currency conversion.

6.2 What if the Booking Channel use a different currency than my currency, can I convert the currency in Beds24?

When you are using booking channels which require a different currency than your standard currency you can add a multiplier to prices to convert to a different currency. Check the channel HELP page for the specific instructions.

6.3 In which currency can I pay for my Beds24 account?

Your account fees are billed in € but you can pay in any mayor currency according to the current exchange rate.

7 Documentation

7.1 Is there documentation in Beds24?

Of course. The start page of the support wiki has links to many common questions: https://wiki.beds24.com/index.php/Main_Page

There is also a search function which can be used to search for other topics.

There are also links to tutorials and videos showing you how to do the set up.

8 Fees

8.1 What are the fees for using Beds24?

With Beds24 you only pay for what you use. There is a basic fee for the use of the system which is based on the number of rooms/rented units set up plus fees for the services which are used.

You can find detailed information and a calculator on our website to calculate the monthly fee for your set up.

8.2 Are there hidden fees or charges?

No. You only pay a monthly fee based on what you use. You can view all fees here.

8.3 Where can I see my fees?

Login in to the system and go to (SETTINGS) ACCOUNT > BILLING

8.4 Are there charges for payment collections?

Beds24 does not charge any fees for payment collection. If you use Beds24 to collect payments from guests you will only pay a fee to the payment provider you use.

8.5 My business is seasonal. How will this work?

We can hibernate your Beds24 account when you don't need it. You will have read-only access but no bookings will import and all automated functions will stop working. While hibernating you only pay a holding fee equal to the monthly basic fee.

9 Facebook

9.1 Does Beds24 support bookings from Facebook?

Yes, for more information see [Facebook_App|here].

10 Forum

10.1 Does Beds24 have a user forum?

Yes. You can access the Forum from your Beds24 control panel, click on SUPPORT and then on the Forum link (top right).

11 Free Trial

11.1 Do I have full access to Beds24 with the Free Trial?

Yes, signing up for the free trial opens a fully functional account.

You may use this account to test all the functionality of the system for free.

11.2 How long is the free trial?

The trial period is 14 days, after this period expires, a payment is required to continue using the account.

11.3 What happens after the free trial is over?

Accounts are automatically converted to regular Beds24 accounts so if you want to continue using Beds24 you will have all your settings. All you need to do is to keep your account balance positive. We accept payments via all common payment methods including credit card, bank transfer, money transfer (any currency), PayPal, Apple Pay, Google Pay.

12 Guest Login

12.1 Can Guests login to Beds24 to see their bookings?

Yes, you can give guests the option to view and cancel bookings but not change them.

Go to (SETTINGS) GUEST MANAGEMENT -> GUEST LOGIN and click HELP (top right menu)

13 Google Analytics / Tracking

13.1 Can Google Analytics be installed on Beds24?

Yes, you can install Google Analytics on you booking page. See the details in this wiki page:- https://wiki.beds24.com/index.php/Track_Bookings

Beds24 also has a built in logging system which will give you information on the activities on your booking page and where a booking originated from.

14 Help / Support / Training

14.1 What level of support can I expect from Beds24?

Beds24 is designed as a self-service system. Information and free support is available via following channels:

  • Beds24 Forum
  • Beds24 Wiki with search function, links to videos and tutorials Wiki
  • Context sensitive help - click on HELP at the top right of any page for information about the page. A click on the ? icons next to each setting opens context help with information about the setting.
  • Setup wizards: https://beds24.com/wizard/index.php?lang=en

They are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode. Login with your username and password and follow the steps.

  • When you click on the SUPPORT button in the top and then click on 'Functions' you will find links to commonly used functions.
  • You can reach out to our support team at any time via our ticket support system. This allows the support team see your settings and support you efficiently.

Our fees do not include telephone support. This way we can offer the best possible price to users who set up Beds24 themselves. For users who prefer phone support we cooperate with partners who offer professional help for a fee.

14.2 Does Beds24 provide training?

Yes, we offer regular webinars on how Beds24 works and on specific functions which are also available on demand. Links to the recordings and to tutorials are available here: https://wiki.beds24.com/index.php?title=Main_Page

There are also setup wizards that you can access from this page: https://beds24.com/wizard/index.php?lang=en They are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode.

Paid Training - We also offer Zoom or Skype training sessions for a fee in which we help you set your account up. Send a Support ticket to request the training and access to the calendar to booking a suitable slot.

15 Import Data

15.1 Can I import bookings from the Booking Channels/OTAs?

Yes, once mapped to Beds24, some booking channels provide access to 'Import existing bookings' if your OTA does not provide this option then you can use the CSV API to import existing bookings. Please check the HELP page for the Booking Channel to see the Capabilities.

15.2 Can I import bookings from another system?

If you need to import bookings into Beds24 you can use a csv via our API (https://api.beds24.com). For some channels we can try to import bookings.

16 Integrations

16.1 Do you connect to other services?

Yes. We provide a wide range of integration so you can create seamless workflows. Many services which are not listed here can be connected via Integromat and we also have an open API.

17 Languages

17.1 What languages does Beds24 support?

The backend control panel is available in English and German. We provide partial courtesy translations into French, Greek, Portugese and Spanish to make it easier for staff who do not speak English or German. A Japanese version of Beds24 is available via our partner Co-Reception.

The booking page where guest can make their bookings is available in 39 languages (Armenian, Arabic, Bahasa Indonesia, Bulgarian, Burmese, Catalan, Chinese (simplified), Chinese (traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Icelandic, Italian, Japanese, Korean, Latvian, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Vietnamese). If the booking page does not currently support your language we can look into adding it if you help us with the translation.

Hosts can choose to activate one or more languages to give guests the option to book in their own language.

17.2 What languages does Beds24 provide for customer support?

We offer customer support in English and German.

17.3 Is it possible to add languages to the Booking Page?

If the booking page does not currently support your language we can look into adding it if you help us with the translation.

17.4 Can I send messages to the guest in their language?

Yes, go to (SETTINGS) BOOKING ENGINE > INTERNATIONALIZATION and tick the appropriate languages. Then you can enter the message in the specific language where this setting is available. (ie. Confirmation messages, auto emails etc).

17.5 Can I import the language of the guest for bookings from channels?

For direct bookings the language the guest booked in is applied. Normally channels do not send language information, however we can deduce the language of the guest from the country they enter at the time of their booking. Go to (SETTINGS) CHANNEL MANAGER and set 'Deduce language from Country' = Yes. The language will show in the Mail tab of the Booking.

Default Language selected in (SETTINGS) BOOKING ENGINE > INTERNATIONALIZATION will be used if the guest language is blank or you do not have a message in the guest language.

18 Messaging and Notifications

18.1 Will I receive a notification when there is a new booking?

Yes. You will automatically receive an Email when you receive a new online booking or a modification for a channel booking. You can additionally opt in to receive an SMS notifications. Email are free, for SMS a fee applies.

18.2 Do guests receive a confirmation?

For direct online bookings guests will always receive a confirmation message which you can fully customize in (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES.

Bookings through OTA´s except VRBO/Homeaway will be confirmed directly through the OTA not from Beds24. If you want to you can set up a additional automated Email.

VRBO/Homeaway do not send confirmation messages. They require these to be sent from Beds24. The confirmation message you have set up in (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES will be sent to the guest.

18.3 Can I send automated and/or manual Emails?

You can set up template Emails to manually or auto send to guest e.g. x days before arrival/departure, based on origin of the booking etc. Go to (SETTINGS) GUEST MANAGEMENT -> AUTO ACTIONS and click HELP (top right menu) for instructions and examples.

You can export all bookings and process the data e.g. add to your mailing lists.

18.4 Does Beds24 have messaging integrations with Channels?

With Airbnb, Booking.com, and VRBO we have direct integrations with their messaging systems so you can communicate with the guest directly from the booking through the channel's messaging system.

You can view messages from the Control Panel 'Messages' or when you open the booking and go to the Messages tab.

18.5 How can I change my Email address?

You can change your Administrator Email Address by going to (SETTINGS) ACCOUNT - > ACCOUNT ACCESS.

You can change your Property Email Address by going to Property Email Address in ( (SETTINGS) PROPERTIES > DESCRIPTION "Email".

18.6 Can I send newsletters or bulk emails to all guests?

We have an integration with MailChimp through which guests will be automatically added to mailing lists. Go to (SETTINGS) APPS & INTEGRATIONS-> MAILCHIMP and click HELP (top right menu) for instructions.

Guest information and contact details can also be downloaded to be imported into external mailing lists.

19 Mobile

19.1 Do you provide an App?

Yes, you can find more details when you go to (SETTINGS) APPS & INTEGRATIONS > MOBILE APP

But by nature the functionality of an app is limited. User research shows that an app can not meet the flexibility and the power Beds24 customers are used to. Therefore our control panel is responsive and accessible via a browser from any mobile device. We provide a mobile dashboard which links to more special mobile pages and access to all other Beds24 functions.

This allows you to perform all actions from your smart phone or tablet if you need to.

The booking page is mobile friendly. It detects which device the guest uses and adjusts the view accordingly.

20 Multiple Properties / Agency Functions

20.1 Can I manage multiple properties in one Beds24 account?

With Beds24 you can manage multiple properties in one account. You have the option to create sub accounts with individual logins for each property. The sub accounts can have their own login with full access (read and write) or limited access (read only).

The agency search page allows guests to search for availability by criteria you define and book directly online. For a simple example please look here: https://beds24.com/demo/agency-online-reservation-system.html

20.2 Can we collect owner payments from properties we manage for third party owners?

We do not have a way to automatically split payments or calculate commission. You could collect the deposit from the guest (your commission) and the property collects the balance when the guest arrives.

21 Multiple Users

You can create Sub Accounts when you need multiple users to access your Beds24 account,click on the 'User' icon on the top right and then on 'Account Management (in the old control panel SUB ACCOUNT in the top right)) and click HELP (top right) for information.

21.1 Can more than one person login at a time to my Beds24 account?

Only one person can use the login at a time, if you need multiple users, then you can create sub accounts with full or limited access rights. Choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles.

21.2 Is there a charge for multiple logins?

Yes, please see you the billing section in your Account for details.

21.3 Can I limit the access rights of my staff?

Yes, you can specify the access rights to each user, you can choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles. The Roles are explained in the SUB ACCOUNT Help page.

21.4 Can I grant access for owners?

Yes, you can specify the access rights the owners have with default roles (a good starting point is the owner role) or create your own roles.

21.5 Can I limit what a user can see in the bookings?

Yes, you can limit the access rights to a login with the ROLE and then you can HIDE additional options within the system.

21.6 Can I give my cleaner access to view the bookings, but stop them from seeing the prices and personal data of the guest?

Yes, you can limit the access to a login with the ROLE you have assigned and HIDE sections of the bookings within their account.

22 Payment Collection

22.1 Can I collect payments from my Guests?

Beds24 integrates with leading payment providers. You can choose your preferred provider from a number of integrated payment and collect funds directly into your account without any additional fees from Beds24.

Integrated payment gateways are Stripe, Paypal (which also allows credit card payments), Stripe, Agodapay , Authorize.Net, Globalpayments, asiapay, pesopay, siampay, paydollar, and Bitpay.

To use this service you will need an account with the payment gateway you want to use.

22.2 Can I collect payments for bookings from the booking page?

Yes. You can use Beds24 to receive deposit for full payments a the time of the booking. You can also send payment requests for payments which are due later.

22.3 How can I collect payments from channels?

If the payment is not collected by the channel you can send payment requests for payments to guests.

Many OTAs including Booking.com, Expedia, Agoda, provide virtual credit cards (VCC) for the property to collect payments. Via Stripe you can automatically charge virtual cards when the payment is due.

If channels send you the guests credit card and you use Stripe as payment gateway you can choose to send credit cards supplied by all channels directly to Stripe where the cards can be validated and charged. Once the guest credit cards have been sent to Stripe you can use auto actions to collect the payments. Go to (SETTINGS) Guest Management > Auto Actions and click HELP (top right menu) for instructions and examples.

22.4 Is payment collection PCI DSS compliant?

All the payment gateways we connect to are fully PCI DSS compliant.

22.5 Can I send a payment request to my guests ?

Yes, you can setup an automated email to your guests requesting payment for their bookings. See the details in the HELP page for the Payment Gateway.

22.6 Can I collect credit card details?

You can securely collect credit card details and process the payment through your own bank or merchant account. If you use Stripe as payment gateway you can choose to send credit cards supplied by all channels directly to Stripe where the cards can be validated and charged.

Due to the European Unions enforcement of strong customer authentication (SCA) collecting credit card details is not a reliable method to secure a booking any more. We recommend European customers to use payment requests instead.

22.7 Can guest pay with Bitcoin?

Yes. You can collect bitcoin payment via Bitpay.

22.8 What happens if the Customer Credit Card is rejected ?

If you have setup your account to send the credit card details to Stripe then you will receive notification that the credit card was rejected and a Booking info code will be added to the Info tab of the booking.

If the booking was from Booking.com then you can choose to auto report invalid cards to Booking.com or use the button in the 'Detail Tab' to Report an Invalid card to Booking.com and they will request a new card from the guest.

If it was a virtual card Stripe might have rejected it because it was not yet valid. In this case you can send it again on check-in day also via the "Details" tab of the booking.

For other channels you will need to contact them and report the card as invalid.

If the booking is in the future, then the invalid credit card details will be stored in Beds24.

22.9 Can I auto report invalid cards to Booking.com?

Yes. You can do this directly from the booking.

23 Pictures

The responsive booking page allows up to 5 pictures per property plus up to five pictures per room/rental and offer. You can choose to show one picture or picture sliders.

23.1 Can we add pictures/images to Upsell Items?

Yes, please go to (SETTINGS) BOOKING ENGINE -> UPSELL ITEMS, and click HELP (top right menu) for the instructions.

24 Open API

24.1 Does Beds24 have an open API?

Yes. We have an open API which our customers can use to integrate their own systems.

25 Own Branding / Private Label

25.1 Can I use my own domain in Beds24?

Yes, The private label option allows you to use your own subdomain for your booking page bookings.mywebsite.com (instead of Beds24).

26 Owner Portal

26.1 Does Beds24 have an owner portal

Yes. You can create Sub Accounts for owners for which you can restrict access so they have only access to the information and reports you allow them to see. A good starting point is the owner role or create your own roles.

27 Proposal / Quote

27.1 Can I send a a proposal or quote to a guest?

Yes. Please use these instructions.

28 Prices

Beds 24 offers the most flexible pricing and discount options. Simple or complex pricing structures can be created according to seasonality, occupancy, minimum stays, maximum stays, booking time (e.g. last minute).

28.1 Can we setup seasonal pricing in Beds24?

Yes. Best option is to use Daily Prices, then you can set the rules in Daily Price Rules and set the individual price per day/date range in the Calendar.

28.2 Can we offer last-minute or early bird prices?

Yes. In Daily Prices/Fixed Prices use the Min Stay until Checkin to set prices for 'early bird pricing'. For example a setting of 0 will allow this price to be booked for tonight. A setting of 3 means this price is only available at least 3 days before the check-in date.

In Daily Prices/Fixed Prices use the Max days in advance to set prices for 'last-minute pricing'. For example a setting of 365 will allow this price to be booked up to a year in advance. A setting of 7 means this price is only available one week before the first night of the booking.

28.3 Can we have different prices for different days of the week?

Yes. Best option is to use Daily Prices, then you can set the rules in Daily Price Rules and set the individual price per day/date in the Calendar.

28.4 Can offer prices for different occupancies?

Yes. Some channels also accept occupancy based pricing, please check the HELP page for each Channel for specific details. Go to (SETTINGS) CHANNEL MANAGER and select the channel from the link on the left. Then click HELP (top right menu) for instructions.

28.5 Do you support dynamic pricing?

Yes. You can adjust the prices easily directly in the Calendar or use a multiplier to adjust all prices of a day.

Our built in Yield optimizer automatically adjusts prices based on demand shortly before check-in.

We also integrate with Pricelabs and RoomPriceGenie who provide sophisticated revenue management tools and and the prices they calculate automatically to Beds24. Go to (SETTINGS) APPS & INTEGRATIONS. Then click HELP (top right menu) for a list and then click on the Service for more informaiton.

28.6 Can I show prices for more than 1 year?

Yes. The prices will only display/send for the 'Max Days in Advance' they are set to. 365 is the default which will show the prices for one year from today.

To send up to 2 years data to the channels, go to (SETTINGS) CHANNEL MANAGER > set 'Export data' = 2 years.

28.7 Can I charge for optional extras?

Yes. For your booking page, you can use Upsell items, go to (SETTINGS) BOOKING ENGINE > UPSELL ITEMS. You can set the description for all languages you have activated in your account.

For the Channels, it is possible to send additional/custom fees. Go to (SETTINGS) CHANNEL MANAGER and select the channel from the link on the left. Then click HELP (top right menu) for instructions.

29 Reports

29.1 Can I run reports of my bookings from Beds24?

The system includes a range of predefined reports including revenue reports, arrivals, departures, invoices, occupancy and current guests.

Go to the Control Panel and click REPORTS then select Standard reports from the drop down list. You also have the option to create your Custom reports.

29.2 Can I create my own reports in Beds24?

Yes, you can create custom reports in your account.

Go to the Control Panel and click REPORTS then select Custom reports from the drop down list.

29.3 I have created a report in the master account, can I make this available in my sub accounts?

Yes, you can Clone reports from one account to another.

Click on the 'User' icon on the top right of the control panel and then on 'Account Management' (in the old control panel SUB ACCOUNT in the top right). Click HELP (top right menu) for instructions.

29.4 Can I email a report to my Cleaners?

Yes, you can use the ROUTINES feature in (SETTINGS) ACCOUNT > ROUTINES, click HELP (top right menu) for instructions.

29.5 Is it possible to automate reports and send to my email address?

Yes, you can use the ROUTINES feature in (SETTINGS) ACCOUNT > ROUTINES, click HELP (top right menu) for instructions.

29.6 Can I run financial reports for all my bookings?

Yes, there are several pre-defined reports in the Standard Reports, you also have the option to create custom reports.

From the Control Panel, go to REPORTS, select Standard Reports from the drop down list.

30 Setup and customization

30.1 Is there a setup fee?

No. Beds24 is designed as a self-service system. Setup is free and you can do it yourself using the our tutorials and self-service tools we provide.

We offer regular webinars in which we demonstrate how Beds24 works in which you also have the option to ask your questions.

If you need help our support team is there for you to assist you via our ticket support system through which we can see your settings.

We also offer Zoom or Skype training sessions for a fee in which we help you set your account up.

31 Template variables

31.1 What are Template Variables

Template variables are short codes that will be replaced by the relevant information from each booking. They can be used in every text setting that allows their use. Copy them exactly as shown in the wiki page, including the [] square brackets, for the full list of Template variables click here

31.2 Is it possible to compare text for reporting and/or triggering auto actions?

Yes, you can use Smart Logic with template variables. See the details in this section of the wiki page Smart Logic template variables

IF style template variables will compare two values and display a text if the comparison is true and an alternative text if the comparison is false. Colons : are used between the two comparison values and the first text, a pipe | is used between the two texts. Empty text is allowed if you do not want to display anything for a condition.

31.3 Can I test the Smart logic template variables before using in auto actions/reports?

Yes, go to (SETTINGS) ACCOUNT > PREFERENCES > BOOKINGS > BOOKING HEADER enter your template variables and click Save. When you open a booking, the result will be shown in the top left of your screen.

32 Where is your office?

Our company is in Berlin, Germany.

33 Wordpress

33.1 Does Beds24 have a Wordpress plugin?

Beds24 provides a free Wordpress plugin (https://wordpress.org/plugins/beds24-online-booking/) which makes it easy to add booking technology to any Wordpress site via shortcodes. The actual management of bookings and inventory is done directly in the Beds24 control panel.

34 Cancel Account

34.1 How can I cancel my account?

You can cancel your account yourself at any time in (SETTINGS) ACCOUNT > BILLING.

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