Question 1

Owners - Guest Cancellation Policy

Accepted Answer

Each traveler who makes a reservation has the right (free of charge or not), at any time, to request its cancellation, for various reasons.

Depending on the date on which the reservation is canceled, the customer may be charged cancellation fees from the platform.

Consistent with the typology of your accommodation and its geographical location, we adapt to the cancellation conditions recommended by the reservation platforms and to the practices put in place by accommodation competing with yours.

These conditions vary with penalties applied between 5, 14 or 30 days before the traveler's arrival date with collection of 50% or 100% of the amount of the stay.

For each canceled reservation, customers automatically benefit from a refund of cleaning costs and tourist taxes.

These can sometimes change depending on new platform policies. Certain reservations made in the past may therefore sometimes be subject to old cancellation conditions. In this case, we may inform you on a case-by-case basis of the policy applied to the reservation in question.

These cancellation conditions may be modified at the request of the owner, and upon confirmation from our Account team. It must be taken into account that these conditions are selected to meet the objective of good visibility of the ad in order to attract more travelers and remain consistent with the competition.

Question 2

Owners - Household Management

Accepted Answer

There are two main reasons why owners block their calendar; 
1. Personal stay or for a person close to them
2. Necessary intervention or work

When an owner or someone close to them wishes to stay in their accommodation, cleaning is always carried out beforehand (at the end of the previous rental) and the linen is generally set up as for welcoming a traveling client.

There are two different organizations at the end of an owner stay;
1. The owner does his own cleaning, and puts back the linen for the following customers
2. The owner does not wish to take care of these services and an exit cleaning is therefore carried out by our team, at his expense.
Concerning the second option, the owner can agree from the first meeting with the local partner that cleaning must be carried out at the end of each of his stays, or that a one-off request will be made.

Please note that it is necessary for the local partner to be notified at least 48 hours before ordering any service, for organizational reasons. In this sense, the ideal is for the owner to inform the operational team on site by e-mail or telephone whether or not cleaning must be carried out after their stay.

If there is a lack of transmission of information, this forces our service providers to perform a last-minute service, which is not always optimal and feasible. This service will also be the responsibility of the owner.

The price charged for these services corresponds to the amount including tax for the cleaning and linen service (rate indicated on our own Renta'Life platform).

Question 3

Owners - Tourist taxes

Accepted Answer

Only tourist taxes for Booking and Airbnb reservations are directly collected and remitted by the platforms.

For other reservations (Renta'Life, Abritel/HomeAway, and direct), the town hall website will ask you to pay these amounts which we will transfer to you on your invoices. Please note that these are capped, in fact the amount you will have to pay is lower than that paid by Renta'Life.

Also, be aware that when declaring via your town hall website, Airbnb and Booking reservations can also be declared without paying the tourist tax.

As an individual, the price of the stay requested on the site excluding tax corresponds to the amount including tax of the Renta'Life invoice. VAT does not apply for individuals.

Question 4

Owners - Payment of income

Accepted Answer

Billing and transfers are made between the 15th and 17th of each month for the previous month's income. Your invoice is available from this date in your Renta'Life owner area, “my earnings” > “my invoices” tab. Note that a blank invoice or one displaying an error message is an invoice linked to a month that has not recorded any reservations.

Question 5

Owners - Calculation of cleaning costs

Accepted Answer

As a concierge professional, we charge our travelers “household fees” covering a complete service, subject to various taxes and commissions which we will detail below.

The cleaning costs include the following services. 
- Cleaning service: which corresponds to the hours of cleaning carried out in your accommodation after each stay. 
- Linen management: which corresponds to the handling, transport and storage of linen. 
- Linen rental: which corresponds to the cost of renting hotel linen from a professional launderer.

The cleaning fees displayed on the platforms are inclusive of VAT (including 20% ​​VAT) and increased by the Airbnb commission. 
- 20% VAT: As professionals we are subject to VAT, which we therefore include at 20% in the prices that we transmit to the platforms. 
- 15% Renta'Life commission: We also apply a margin of 15%, otherwise we would be in a situation of selling at cost price.
- 17% commission from distribution platforms: The majority of platforms (Airbnb and Booking.com in particular) apply a commission of 17% on the price of “cleaning fees”.

Question 6

Owners - Owner cancellation penalties

Accepted Answer

If you wish to request the cancellation of a reservation because you cannot honor it, cancellation fees are charged by the rental platforms, as follows;

• In the event of cancellation more than 30 days before arrival, the fee amounts to 10% of the total amount of the reservation (excluding tourist taxes).
 • In the event of cancellation less than 30 days but more than 48 hours before arrival, the fee amounts to 25% of the total amount of the reservation (excluding tourist taxes).
 • If canceled 48 hours or less before arrival, the fee is 50% of the total amount of the reservation (excluding tourist taxes).

Question 7

Owners - Termination of the management mandate

Accepted Answer

As an owner, if you wish to terminate the management mandate binding us, we invite you to follow the following steps;

• Termination due to sale of accommodation, occupation of the property by you, legislation or co-ownership prohibiting rental:

1. Block your calendar on the date from which you no longer wish to rent in order to no longer offer the property for sale, and subsequently have to cancel the reservations.
   
2. Notify us by email if any reservations need to be canceled. Please note that cancellation penalties will be charged by the platforms, and will be the responsibility of the owner, as provided for in the contract.
   
3. Complete this form online - replacing the registered letter with acknowledgment of receipt
   
4. An acknowledgment of receipt will be made by e-mail, and you can therefore contact the local partner to organize the delivery of the keys. Announcements on the platforms will then be closed in the following weeks.

• Termination due to dissatisfaction with our logistics services, lack of occupancy rate or income, poor relationship with our local partner, or concerns related to the administrative management of your property.

1. Block your calendar so that no new reservations are added to it.
   
2. Make a telephone appointment via the following link so that we can discuss your problem.
   
3. The rest of the steps will be indicated to you during this telephone exchange

Question 8

Owners - Ad links

Accepted Answer

The links to your Renta'Life and Airbnb ads are sent to you when the ads are put online on the day of their publication via an introductory email. Please note that Booking.com and Abritel/Homeaway ads take additional time to create and distribute (around 2 weeks of additional time). If you would like to receive a list of your ad links, you can request it from us.

Question 9

Owners - Listings not found

Accepted Answer

We invite you to search for future dates with the following criteria: location, number of possible people in the accommodation as well as dates corresponding to the minimum number of nights imposed on your accommodation. Do not carry out research the day before for the next day, knowing that a delay of 48 hours may apply between the day of reservation and the day of arrival of customers.

If you are used to regularly searching for your accommodation, you should know that the platforms' search algorithms are very advanced and use a large number of elements. In particular, the algorithm will determine a “profile” of the Internet user based on their cookies, their history, their location, to only present them with the goods most likely to trigger an act of purchase. In other words, if you search empirically, not finding your ad does not mean that it is not visible, but that the algorithm has considered that you are not the target.

In summary, your ad runs perfectly well in the system with potential customers but is therefore not visible to everyone, because Airbnb cannot view all of their ads for a single customer, they have far too much stock and must do a strategic sorting.

Question 10

Owners - Editing listings

Accepted Answer

If you would like changes to be made to your ad, text or photos, you can send us a request. If you wish to add one or two additional photos to the advertisements which are justified following a lack of parts or following a modification of decor/equipment, you can send us your photos, in high definition and in landscape format, in the same way as the photos already present in your advertisement.

Subscribe to our newsletter

Top-rated dinnerware