To create a Corporate go to Users-> Corporation Profiles.
Click on Create Corporation button.
In the opened page, set a Name for the corporation.
Add any desired Description.
Set the corporation Fax number.
Specify the VAT Number of the corporate.
Make sure you enter a valid email address for the corporate Email field.
The Account Manager can be set from among the already created Staff. You can also use the + option to add new staff and choose him/her as the manager.
You can add Phone number.
You can include the corporate Address.
Click on Save and Close button.
What is Payment Reminder notification?
In the booking view page, if the booking is unpaid, you can click on Finance button and choose Payment Reminder option. In the opened pop up, you can set the date of the reminder and add a description for it. You have access to the list of payment reminders from the Menu->Finances-> Payment Reminders.
How can I change invoice colors?
Please note that the colors shown in your invoice is based on the ones you set for your brand in Settings-> Design Customisation. To find the hex code for a your preferred colors, you can use link. Below image shows the effective fields of Design Customisation in your invoice choice of colors:
Below you can find the guide of sample presented invoice:
This is a sample invoice that shows how the effective fields will be reflected in the invoice.
What is happening to my raised Hand?
When you raise a hand in Zeevou, support team tries to check and reply to the hand on the same day it is raised. However, checking all details may take us more than one day. When we reply to a hand, if we consider it as resolved, we will set the status Resolved based on our internal procedures. Admin can reply to our reply and reopen the Hand. Sometimes, it had happened that for no recognised reason, when admins reply, their hands do not get reopened. In such cases, they need to raise a new hand and inform us of the issue and mention the Hand ID that was not re-opened. If the status of a Hand shows In Progress, it means checking the details and making modifications need more technical considerations. In such cases, depends on the issue, it may take us some time to be able to fix the issue and make it available for the user.
What is Auto Charge/ Auto Refund option?
In Settings -> Organisation Configuration, if you choose Stripe as your Gateway, Auto Charge/Auto Refund option becomes available.
Stripe does not keep deposits more than a week and releases them after 7 days automatically. Thus, for bookings more than a week, you need to renew the deposit after 7 days manually (that is avoiding the deposit and asking guests to do the process again). However, if you tick Auto Charge/Auto Refund box, the system considers Stripe deposits as actual payments. That is when guests authorise the deposit, the amount is transferred to your account and after guests' departure, if you do not want to Capture some or all part of it, it will be automatically refunded to them based on your setting in Organisation Configuration. Please note that £3.00 per deposit transaction will be reduced from your account.
Why I cannot save my preferred timing for Booking Config?
In Settings -> Organisation Configuration, under Booking Config, you need to make sure the time you enter in the fields follow bellow order: earliest possible <earliest free <latest free <latest possible Please note that time 23:00:00, 23:30, 23:59 is considered the last hours of a day, while 00:00:00, and 00:30:00 are considered the beginning hours of a day.
How can I close my account?
If you are using the Free Plan, you can simply just cancel your subscription.
On the top right of page, click on My Contract. In the opened page of contract, click on Cancel Subscription button.
If you are using the Monthly/Annually Plan, you need to first unmap all your properties from channels within Zeevou. In Listings/Properties, open the property page and click on Channel Manager Config. After unmapping the property from all channels, click on Disconnect from Zeevou Channels button.
Please raise a hand or send an email and inform success@zeevou.com to make other arrangements.
Then you can open your contract and click on Cancel Subscription button.
How can I add an additional brand?
Go to Settings -> Organisation Configuration. Click on Create New Brand on the top right hand corner.
Enter the new brand details and click Save.
Open the property and click on Brand. Click on the Add button on the right.
Select the Brand(s) you want to apply to that property. If selecting multiple brands for a property, you need to select a default brand. Click Select and then Save and Close.
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How do the automated payments in Zeevou work?
Once you complete the integration with your payment gateway, each time a booking comes in, Zeevou will check whether the OTA has informed us or not whether payment has been taken. If the OTA has already collected payment, the booking gets marked as Channel Collect. If not, it gets marked as Hotel Collect.
If a booking is Channel Collect, a credit memo gets added to the booking, and the booking displays a “Credit” status under the payment field. You will also see the credit memo in the booking itself if you open the Booking View mode. Once you get paid by the channel, open the booking, click on Finance -> Log Payment. Once payment is logged, the credit memo is removed. If a booking is marked as Credit, then that guest will not be asked for payment.
If a booking is Hotel Collect, the guest will be asked for payment as part of the Booking Confirmation Steps
For some bookings, you may need to log the amount you have captured from the security deposit. When you log the captured security deposit, the amount will automatically go into your financial report.
In the booking page, you can click on Finance button and choose Log Captured Security Deposit option.
A pop up will appear in which you can specify the Penalty Type, Associated Cost, Amount to Capture, and the Reason.
Then, you need to click on Confirm button.
When you refresh the page, you can see the record under Security Deposit Charges.
How to set a corporate as the recipient of the invoice?
To set the corporate as the recipient of the invoice, please make sure:
- Zeevou Corporation has been created beforehand.
- The corporation is set in the Corporation filed when creating or editing the booking.
To see the invoice, click on the Finance button -> Download PDF Invoice.
To Email the Invoice to the corporation, in the booking page, click on Finance button-> Email Invoice.
The corporate is set as the recipient of the invoice in PDF file.
How to cancel a booking and refund the guest?
For Direct Bookings:
To refund the full amount or part of it, in the booking page, click on Finance button.
- In the opened pop up, click on Process Refund option.
- If you have already refunded the guest directly through the gateway and only want to log the refund, click on Log Refund option.
To release the pre-authourised security deposit sooner, you can click on security deposit tab in the booking and click in the cross next to the deposit.
Also, you can click on Finance button and choose Cancel Security Deposit option.
Refunding the guest, to cancel the booking, click on Cancel button in the booking page.
For OTA Bookings:
In order to cancel a booking that has come from a channel, you need to cancel it in that channel. Zeevou will sync with the channel and update the availability.
What are the appropriate variables for Arrival Time and Arrival Date in templates?
If you would like to include only check-in dates or only check-in times in your templates, you can use below variables: For Check-in Time: {{ entity.arrivalTime | date('G:i A','UTC') }} For Check-in Date: {{ entity.arrivalDate | date('Y-m-d') }}
What is Payment Reminder notification?
In the booking view page, if the booking is unpaid, you can click on Finance button and choose Payment Reminder option. In the opened pop up, you can set the date of the reminder and add a description for it. You have access to the list of payment reminders from the Menu->Finances-> Payment Reminders.
How can I export emails of my guests?
I order to export your previous guests' emails:
Go to Users.
Click on Guest Profiles.
You can modify the grid by the filters and the grid sign and choose the info you want to see.
Click on Export Grid.
Choose the format of the file (CSV or XLSX).
The file will be sent to your email address.
What are the status of security deposit?
There are Five main status for security deposit: Not- authourised, Awaiting Authourisation (Link), Pre-authourised, Released, and Captured.
1. Not-authourised is shown for below conditions:
- Not-authourised is shown when deposit has not been authourised. Guests may not have attempted to authorise the deposit or their attempts were not successful. - Not-authourised (Saved Card) is shown when guests have agreed to use the same card details, they used for payment, for deposits. Their card details will be saved in the system and deposit will be authourised on the specified date.
- Not-authourised (not applicable) is shown when the deposit amount is zero.
- Not-authourised (guaranteed by channel) is shown when the booking came in Zeevou from channels and guest do not need to authorise any deposit in Zeevou as it is guaranteed by channel.
2. Awaiting Authourisation (Link) is shown when the link is available but guest has not authourised the deposit yet.
3. Pre-authourised is shown when deposit is authourised. This step will be done based on the details you have set in Settings->Organisation Configuration-> Deposit Timeline. In setting your preferred details in Organisation Configuration, please note that base on the payment gateway you are using there may be some default setting for automatically releasing the deposit. For example, Stripe deposits are automatically released after 7 days. Thus, if you set Pre- Authourisation Point on booking date, depends on the interval between Pre-Authourisation and guest arrival, you may have authourised or released deposits when guests arrive.
4. Released is shown when you do not capture all or part of the deposit and it is returned to the guest account. Deposit are released based on your setting in Settings->Organisation Configuration->Deposit Timeline.
5. Captured is shown when you capture all or part of guest deposit. You can capture the deposit in the booking view page through Finance button.
What does Scheduled for Cancellation do?
Scheduled for Cancellation allows you to resell the night and keep track of which bookings you still need to cancel on the OTA. You can find to the list of the bookings scheduled for cancellation in Bookings -> Scheduled for Cancellation
How can I generate a secure payment link for a customer for an add-on via Zeevou ?
If you add an add-on to a booking you can use the payment link to collect payment.
How can I verify guest ID?
Id verification is not automatically done in Zeevou. This step is there so that you can make sure all the gathered information (the signature or the ID) is correct. When everything is approved, you should go to the Guest Verification section in Booking view page and click on the red thumb and make it green. This means that you have verified the ID and it will be registered in the guest profile.
Please note that signing the Terms and Conditions doesn't make this part green.
How to remove an add-on from invoice?
If you want to delete an add-on from the invoice, you should take the following steps:
Go to Booking view page,
Scroll down to Add-on Section,
Click on the three dots at the end of the row
Click on the trash bin. The Add on will be deleted from the invoice.
How can I move a guest from one property to another after check-in?
If you have to move your guest from a unit to another due to some problems, you can do it easily in Zeevou. Go to Booking view page (Bookings-> All Bookings/ click on the name of the guest). Click on Split Invoice. Choose the date and time you need to move the guest. Then select the property, unit type and unit you want to move the guest to and save.
How can I extend a booking after check-in?
If you want to extend the booking of a guest that has already checked in, go to the Booking view page (Bookings, click on the name of the guest), click on the Extend. You can override the default rate by selection the price override and entering the amount you want. If you select Override Unit Type Availability, you can choose the date that is not available in the Occupancy Calendar.
How do I know if Signable has sent T&C to the guest?
Go to Booking View page (Bookings-> click on the name of the guest), and go to the Geust Verification section. If in front of Terms and Conditions it is written Created, it means Signable has already sent the terms and conditions.
How can I capture security deposit?
In order to capture security deposit, go to booking view page, click on Finance and choose Capture Security Deposit. Then enter the amount you want to capture and confirm.
What is the purpose of Send Notification button in booking view page?
In Settings/ Trigger rules, if you tick the Favorite box of a trigger, the content (templates + attachment) you have set for that trigger becomes available in the booking page-> Send Notification button and can be fired manually as well.
Why I cannot save my preferred timing for Booking Config?
In Settings -> Organisation Configuration, under Booking Config, you need to make sure the time you enter in the fields follow bellow order: earliest possible <earliest free <latest free <latest possible Please note that time 23:00:00, 23:30, 23:59 is considered the last hours of a day, while 00:00:00, and 00:30:00 are considered the beginning hours of a day.
How to breakdown the total price of a booking?
In booking view page, click on Finance button and choose Generate Partial Payment Link.
In the opened pop up, once you enter your preferred amount, the new payment link gets generated. You can Copy or Send the link to the guest.
How can I set up add-ons?
In Rates/Add-ons, you can create different Add-ons as you wish.
There, you need to choose a name, determine its Type, and Price (Fixed or Percentage).
Then, by filling Default Sales and Purchase Price fields, you can set the price you have purchased it (say the add-on is Breakfast) and the Price you are going to sell it. These fields are helpful in calculating the business income and accounting processes.
For Category fields, Add-ons are usually categorized as "Service".
If the "Needs Admin Approval" box is ticked, for any booking that includes that Add-on, system cannot apply the Add-on until Admin approves it. For example, if a booking includes Early Check-in Add-on, system will not increase the booking Price until Admin user approves it. If the box is not ticked, system will consider Add-on Price and increase the booking Price automatically.
Booking Deadline field determines the deadline for applying that Add-on. For example, you can determine that Early Check-in Add-on cannot be applied one day before the guest arrival.
When you save the Add-on creation page, you can add the created Add-on to all your properties in Organisation Configuration, or to a specific Property in Listings.
In Organisation Configuration, you can set Early/Late Check in/out Add-ons. Please note that if you set for example Early Check-in Add-ons in Organisation Configuration, it will affect all your properties.
In Listings/properties/Edit mode, under "Check-in/Check-out Times" title, you can tick the "Check-In/Check-Out Time Override" box and customize that specific property Add-ons.
Another important field that is associated with Add-ons is Rate Plan. After you create Rate Plan, in the view mode, you can Add Add-on to the rate plan. Using this option, your set Add-on can be included in the rates that are sent to the OTAs and are shown in your Zeevou domain.
Notes: Why the add-on I created is not shown in the Rate Plan Add Ons drop drown? Only Add-ons that are set as Fixed Amount Price, Per Night, and Service can be added to Rate plans.
How do automated security deposits in Zeevou work?
If a channel collects security deposits or provides a guarantee for them, the bookings coming from that channel will automatically be marked as “Yes” under Security Deposit in Today’s Check-ins and will show as “Channel” in Booking View. If this is not the case, and if your payment gateway has been set up, as part of the Booking Confirmation Steps, the guest will be asked for a security deposit.
If Zeevou processed the payment, and the guest asks to use the same card as they paid with for the security deposit pre-authorisation, Zeevou will attempt to pre-authorise the funds from the guest the day before arrival. Should this fail, the guest will be sent a follow-up link where they can re-enter the same card details or new ones.
If Zeevou did not process the payment (ie the booking was Channel Collect), or if the guest asks to use a different card from the payment card in the Booking Confirmation Process, then the day before arrival they will be asked to enter their card details for the security deposit to be pre-authorised
Once a security deposit has been successfully pre-authorised through Zeevou, the Security Deposit field will get toggled to “Yes” in Today’s Check-ins, and it will display in Booking View under Security Deposits. If there are failed attempts, these will also show there. If a security deposit is paid to you directly outside of Zeevou, you can log this in the Booking View by clicking on Finance -> Log Security Deposit.
How do the automated payments in Zeevou work?
Once you complete the integration with your payment gateway, each time a booking comes in, Zeevou will check whether the OTA has informed us or not whether payment has been taken. If the OTA has already collected payment, the booking gets marked as Channel Collect. If not, it gets marked as Hotel Collect.
If a booking is Channel Collect, a credit memo gets added to the booking, and the booking displays a “Credit” status under the payment field. You will also see the credit memo in the booking itself if you open the Booking View mode. Once you get paid by the channel, open the booking, click on Finance -> Log Payment. Once payment is logged, the credit memo is removed. If a booking is marked as Credit, then that guest will not be asked for payment.
If a booking is Hotel Collect, the guest will be asked for payment as part of the Booking Confirmation Steps
How do I waive the requirement for a security deposit for a particular booking?
When creating a booking, you will see a tick-box on the bottom right. Tick the box to waive the requirement of that guest having to pay a security deposit. If you don’t want any of your bookings for a particular unit type to have to pay a security deposit, leave the security deposit field blank in the unit type information.
How to add the ical link to the Grid and Export details?
In Listings-> Units, click on Grid Setting and tick iCal link box.
The content of the iCal link will be added to the grid and to the details of Export file.
Why a unit type is not shown in the Rates and Availability Calendar?
When you create a new unit type, you should make sure that it has at least one unit under that. Otherwise, the rates can not be pushed to OTAs and the website. (You can't map the unit type)
So go to Listings-> Unit Type and choose the unit type. Then in the unit section click on +add unit.
How can I remove the imported iCal link?
In Rates -> Blocked Dates, click on Manage Calendar Import button. In the opened page, choose your preferred imported option and click on Edit button. Remove the tick from Active iCal Import box and save the page.
How can I set Min Stay for my property?
To set the minimum stay for a property/unit type/unit and get it applied to channels, in Rates -> Rates, click on Create Rate button. In the opened page set the Min Stay for the maximum period of time you would like. Please note that data you enter in this page will override the previously set ones. However, for the fields that you leave empty, previous data will be applied automatically.
How can I delete a property?
Since the system keeps the records of all created bookings, if there are bookings associated with a property, the system does not allow property deletion. In such a case, you can Deactivate the property instead. First, make sure the property is disconnected from Zeevou Channels.
a. Go to Channel Manager Config and unmap the property from all the channels.
b. For each channel, click on the key symbol and remove the property.
Second, check the status of below boxes in the property edit page: Allow Direct Booking, Publish On Zeevou Direct, Publish On Here To Help Third, click on Deactivate Property.
If there has been no booking associated with a property, first you need to delete the associated unit, then unit type, and finally the property can be deleted.
How can I delete a unit?
As long as bookings are associated with a unit, system does not allow deleting it. You need to first make sure the unit you want to delete has no booking associated with it. Please edit bookings, remove the units (make the booking unallocated), and save the changes. Once all the bookings associated with the unit get unallocated, system will allow unit deletion. Also, to delete a unit type, you need to first delete its associated unit, then system will let you delete the unit type.
How to duplicate a Unit Type?
If you would like to duplicate a unit type and add only slight changes to some fields, in Unit Type view page, click on Clone option. Clone option will lead you to Create Unit Type page in which all fields are filled based on the main unit type data and you can change your preferred fields.
Why don’t housekeeping tasks appear on the mobile app?
Make sure you have:
Set the profile of the housekeeper to enabled.
Set the availability of the housekeeper in their profile.
Allocated the housekeeper to the property.
Set the correct average housekeeping times in your unit types.
The system will try to auto-allocate the housekeeping tasks to your housekeepers based on the above, as well as check-in and check-out times, and travel time between properties to try and achieve the highest optimisation possible. You can override the allocation set by the system in Operations -> Housekeeping -> Upcoming Housekeeping Schedule
Why is my property not appearing in search results on the website?
Make sure you have:
Created a Country, City, Property, Unit Type, and a Unit. If no units have been added, nothing will show in search results.
You have rates showing in Rates & Availability Calendar under Calendar
How do I deactivate a unit or a property?
Remove all the mappings with the channels.
After removing all the mappings of the property, finalize the processes by clicking on Disconnect from Channels button.
Mark all your bookings' status of the property or unit as Cancelled or Checked out.
In property page, click on Deactivate Property button if you want to deactivate the entire property, or in Unit page, click on Deactivate button if you want to deactivate only a unit.
Please note that if you deactivate a unit or property, system only deactivates it and does not automatically eliminate it from your contract. If you wish to to reduce the number of licenses that you are required to pay for, please Raise a Hand and inform us of the deactivation.
What do some options in Property mean?
“Allow Direct Booking”
This option determines whether the property can be booked through the organisation domain or not.
“Publish on Zeevou Direct”
This option determines whether the property can be booked through Zeevou Direct or not.
"Publish On Here to Help"
This option determines whether the property can be booked through Here to Help or not.
How do I export an iCal from Zeevou and import it into another site?
You can copy the iCal link from either a Unit Type or a specific unit. If don't have many units under a unit type you can copy the iCal link of the unit type.
Click on Listings and then click on Unit Types.
Click on the Unit Type you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel you want to export the availability to.
For a specific unit:
Click on Listings and then click on Units.
Click on the Unit you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel that you want to export the availability to.
What are the appropriate variables for Arrival Time and Arrival Date in templates?
If you would like to include only check-in dates or only check-in times in your templates, you can use below variables: For Check-in Time: {{ entity.arrivalTime | date('G:i A','UTC') }} For Check-in Date: {{ entity.arrivalDate | date('Y-m-d') }}
How can I change the confirm booking button colour in the template?
In order to change the confirm booking button colour in the template, open the template, click on Source code (<>) and search for “Confirm Booking” in the page with the help of ctrl + f (in Mac cmd + f). You will need to find the color code, replace it with the new color code, hit Ok and press Save button in order to apply the changes.
How can I check my final version of email templates?
To fully preview what an email template will look like, open a booking, click on More Actions on the top right, then select Send Email. In the pop-up that opens, select the appropriate template and choose Apply. You can expand the preview to full screen by clicking on the symbol with 4 arrows pointing to 4 diagonal corners in the controls above the body field.
Where can I see which emails or notifications have been sent to my guests?
If you want to see if an email or notification has been sent to your guest, go to Booking view page ( Bookings -> All Bookings -> click on the name of the guest). Go to Activities section. There, you can see all the emails and notifications that have been sent to your guest. If you click on the title, you'll see the details of the email or notification.
In addition, you can see other tasks that have been created for that booking.
How can I send an automated notification manually?
If you need to send an email or notification manually you should go to Booking View page. Click on More Actions. Select Send Email. You can use an email template or compose your email.
You can also to add more frequently used templates to Send Notifications and send them from there. To add a template to Send Notifications:
1. Go to Settings-> Trigger Rules and select the trigger rule as Favorite.
2. Go to Booking view page.
3. Click on Send Notifications.
4. Select the notification.
5. Send.
What is the purpose of Send Notification button in booking view page?
In Settings/ Trigger rules, if you tick the Favorite box of a trigger, the content (templates + attachment) you have set for that trigger becomes available in the booking page-> Send Notification button and can be fired manually as well.
Why my emails are sent empty to the recipients?
If the total size of your template, including your Logo, Signature, images you may have added, exceeds 1 MB, the content of the email will not be presented to the recipient.
How can I create an automated email or SMS trigger rule based on custom conditions?
To create a trigger rule for an email or SMS, go to Settings -> Notifications -> Trigger Rules.
Click on Create Trigger Rules
Choose a title for the Trigger
Make sure it is active. (if you want to deactivate one trigger rule and stop an email you can take the tick off).
Set your conditions.
Choose the corresponding email or SMS template. (You need to create templates in Settings -> Notifications -> Templates. Please note that the SMS template should have the plain text and shouldn’t be long)
You can attach Invoice or House Manual or Check-in Guide to the email.
If you want to see the email in Send Notification in the Booking View page, you need to click on favourite.
Choose who you want to send the email to. You can choose the guest, the person who is booking the place, Zeevou Users or a specific email that hasn't been registered in Zeevou.
How to set a condition:
You can set as many conditions as you want for your emails and SMS. These trigger rules make sure when and to whom they are sent. Please make sure the sets of conditions you choose for an email or SMS don’t contradict. For example, you shouldn’t choose one condition as “Booking status equal to booked.” And the other one “Booking status equal to cancelled.”
Please do not change or delete the two default set conditions but add to them. The default conditions in the trigger creation page are set to make sure, your template won’t get sent to cancelled and previous bookings.
Choose the variable. (date, booking status, due payment, property, etc.)
Set the Operator. (It’s better to use => or <= for dates and time rather than = )
Specify the variable in the Value, Property, city or area (depending on the variable).
If you can’t see a box in front of Value, click on “add” and the box will appear.
The purple box shows your condition.
You can delete a condition if you click on the trash bin under the purple box.
When you save and close, a message may appear and show how many bookings are affected by the trigger rule or changes applied. If the number is not what you expect, please check the conditions again.
Notes:
How can you make sure a new email is not sent to previous bookings? In Trigger Rules, set one condition as “Booking date after (the date you set the condition).” This email won’t be sent to previous bookings.
How can we disable emails (such as Booking confirmation and Check-in instructions) for the extended bookings? You can add a condition in the Trigger Rules for the emails that you don’t want to be sent to the extended bookings as “Extended is equal to False”.
Why my email (for example my Check-in instructions trigger) was not sent? Please note that triggers won't get fired unless all their set conditions are met.
Can I set a trigger to get fired at a specific time? Unfortunately, at the present time, it is not possible to fire a trigger at a specific time.
What will happen if I set a template, tick Favorite box, and specify no condition? Trigger will be available in booking view page->Send Notifications, but can be sent only manually.
How do I disable automated emails?
To deactivate a notification trigger, you can visit the Notification Trigger Rules and remove the template from the corresponding notification. You can do this by disassociating the Template from the notification trigger rule (once you have opened the trigger, click on the cross to the right of the template and then click on Save and Close).
How do I change the email address that a notification goes to?
Visit the Notification Trigger Rules. Open the Trigger Rule that you wish to edit. Click on the cross under Config Users (N.B. this will remove the email address but will not delete the user). Click on the Add button under Emails and add the email address you want the emails to go to. Click on Save and Close on the top right.
What automated emails get sent, and when?
Booking Confirmation
Upon booking, each guest gets sent a booking confirmation email asking them to confirm their details, provide an arrival time, and, if not already previously taken care of, pay, leave the details of which card Zeevou should pre-authorise the security deposit from, and sign your T&Cs and provide their ID. Signable sends out an email for the last step if the integration has been activated.
Booking Confirmed
Once the above steps are completed, an email goes out to the guest to provide them with a confirmation of their stay.
One Day Before Arrival
A day before arrival, the guests get sent an email reminding them of the property’s address/providing directions. They are also shown the arrival time they had previously provided and given a chance to amend this if necessary. If the system has not yet had a security deposit successfully pre-authorised for the booking, they will also be provided with a link to enter their card details securely.
Check-in Instructions
Check-in instructions get sent automatically if the guest has completed all the required booking confirmation steps. In terms of timing, the instructions get sent out if (and only if) an hour before their indicated arrival time, they open the email that they get sent to ask them to confirm their arrival, and confirm that they are on time. If you want to send check-in instructions to a guest manually, open the relevant booking, click on More Actions on the top right, Sent Email, and under Apply Template select Check-in instructions.
Security Deposit Captured
If you capture a security deposit for a guest within Zeevou, they will get sent an automated email to let them know that you have charged their deposit, and it will inform them of the amount charged and the reason for the charged as logged by you when charging the deposit.
In order to see the IDs you have required from your guests, you should go to your Signable account.
How can I set when the Signable email is sent?
Go to Settings -> Organisation Configuration. Scroll down to Signable Account. You can choose when you want the email to be sent by choosing from the dropdown "Send Signable After".
How do I know if Signable has sent T&C to the guest?
Go to Booking View page (Bookings-> click on the name of the guest), and go to the Geust Verification section. If in front of Terms and Conditions it is written Created, it means Signable has already sent the terms and conditions.
What is Auto Charge/ Auto Refund option?
In Settings -> Organisation Configuration, if you choose Stripe as your Gateway, Auto Charge/Auto Refund option becomes available.
Stripe does not keep deposits more than a week and releases them after 7 days automatically. Thus, for bookings more than a week, you need to renew the deposit after 7 days manually (that is avoiding the deposit and asking guests to do the process again). However, if you tick Auto Charge/Auto Refund box, the system considers Stripe deposits as actual payments. That is when guests authorise the deposit, the amount is transferred to your account and after guests' departure, if you do not want to Capture some or all part of it, it will be automatically refunded to them based on your setting in Organisation Configuration. Please note that £3.00 per deposit transaction will be reduced from your account.
How can I change my Signable template?
If you would like to make any modifications to your Signable Template, please make the changes in your Signable account to the template and then copy/paste the exact name of the modified template in Settings/ Organisation Configuration/ Signable Template title.
How does the integration with Signable work?
Make sure you have exactly set your Signable login details and Template Title in Organisation Configuration/ Signable account. If you would like Signable envelopes get sent automatically, please check whether the plan you are choosing supports API&Webhooks. If your present plan does not support API&Webhooks, you can upgrade your plan in your Signable account.
Once you complete the integration with Signable, Zeevou will automatically trigger Signable to send out the selected template each time a new booking comes in. If you wish to collect ID, you need to add an upload field in the template you create in Signable requesting the guest to upload their ID.
Once the guest gets the email from Signable, they will be requested to digitally sign your terms and conditions and upload their ID. Once this is done, Zeevou will update the “Signed” field in Today’s Check-ins to “Yes” and Signable will send you an email to notify you too. You can then log in to Signable and check the template for the signature and their ID. If you are happy with everything, you can then verify the guest in Zeevou. This can be done either on the Booking View page, or the Guest Profile page, or in Today’s Check-ins report.
You can customize the time Signable is triggered in Settings>Organisation Configuration> Signable Account details.
Notes: Please note that the condition you set for sending the Signable envelope affects all your bookings.
System considers each choice as it should include all its above choices. That is, for example, if you set Signable to be sent After Guest Information Confirmed, system won't sent it unless the booking confirmation email is sent and guest information is confirmed. Also, If you set Signable to be sent After Payment Paid, system won't sent it unless the booking confirmation email is sent and guest information is confirmed and payment is paid.
How can I disconnect from Xero?
Under Settings -> System Integrations, scroll to Xero and click on Disconnect from Xero. You will see the red button turn to a green Connect to Xero button once successful.
How can I post an invoice manually?
Make sure the booking has its status set to Checked Out. Create an invoice manually in Zeevou in the booking view, by clicking Download PDF Invoice.
View all Guest Invoices:
From Finances menu, choose Guest Invoices. To post an invoice to Xero, select an invoice from the list of generated invoices and go to view mode.
Click on Post to Xero.
After posting to Xero, the Remote No field will be auto-populated with the Xero invoice number and the description field will show information about the posted invoice. If any error occurs during the posting process, the error message will be shown in the Post Info field.
You should now be able to see the posted invoices in Xero’s Invoices section.
The Zeevou Booking Number will be shown as the invoice’s Reference along the top of the invoice.
How do automated security deposits in Zeevou work?
If a channel collects security deposits or provides a guarantee for them, the bookings coming from that channel will automatically be marked as “Yes” under Security Deposit in Today’s Check-ins and will show as “Channel” in Booking View. If this is not the case, and if your payment gateway has been set up, as part of the Booking Confirmation Steps, the guest will be asked for a security deposit.
If Zeevou processed the payment, and the guest asks to use the same card as they paid with for the security deposit pre-authorisation, Zeevou will attempt to pre-authorise the funds from the guest the day before arrival. Should this fail, the guest will be sent a follow-up link where they can re-enter the same card details or new ones.
If Zeevou did not process the payment (ie the booking was Channel Collect), or if the guest asks to use a different card from the payment card in the Booking Confirmation Process, then the day before arrival they will be asked to enter their card details for the security deposit to be pre-authorised
Once a security deposit has been successfully pre-authorised through Zeevou, the Security Deposit field will get toggled to “Yes” in Today’s Check-ins, and it will display in Booking View under Security Deposits. If there are failed attempts, these will also show there. If a security deposit is paid to you directly outside of Zeevou, you can log this in the Booking View by clicking on Finance -> Log Security Deposit.
In Finances -> Guest Invoices, you have access to the list of all your invoices. You should click on an invoice to see its details.
In the invoice page, you may see different status for an invoice: Draft, Completed, Posted and Voided.
If the Doc Status shows Draft - the invoice is subject to new changes- you can click on Re-generate button to generate the latest version of the invoice.
If the Doc Status shows Completed - the guest checked out and the invoice changes were finalized- you can click on Post to Xero button. Please note that Post to Xero button is available only if you have activated your integration with Xero. For Completed status, you can also click on Change to Draft button and click on Re-generate button to apply the latest changes.
If the Doc Status shows Posted - the invoice has already been posted to Xero- the Void button will appear to let you void the posted invoice.
If the Doc Status shows Voided - the posted invoice has been voided- you can apply the new changes, regenerate the invoice and post it again.
How to log captured security deposit?
For some bookings, you may need to log the amount you have captured from the security deposit. When you log the captured security deposit, the amount will automatically go into your financial report.
In the booking page, you can click on Finance button and choose Log Captured Security Deposit option.
A pop up will appear in which you can specify the Penalty Type, Associated Cost, Amount to Capture, and the Reason.
Then, you need to click on Confirm button.
When you refresh the page, you can see the record under Security Deposit Charges.
How to set a corporate as the recipient of the invoice?
To set the corporate as the recipient of the invoice, please make sure:
- Zeevou Corporation has been created beforehand.
- The corporation is set in the Corporation filed when creating or editing the booking.
To see the invoice, click on the Finance button -> Download PDF Invoice.
To Email the Invoice to the corporation, in the booking page, click on Finance button-> Email Invoice.
The corporate is set as the recipient of the invoice in PDF file.
In what order the payments are allocated?
When you log a payment for a guest who has several unpaid bookings, the payments will automatically get allocated in order of guest’ arrivals.To log a payment for the guest, in Users-> Guest profile, choose the guest and click on +Payment button at the top right of the page.
How to cancel a booking and refund the guest?
For Direct Bookings:
To refund the full amount or part of it, in the booking page, click on Finance button.
- In the opened pop up, click on Process Refund option.
- If you have already refunded the guest directly through the gateway and only want to log the refund, click on Log Refund option.
To release the pre-authourised security deposit sooner, you can click on security deposit tab in the booking and click in the cross next to the deposit.
Also, you can click on Finance button and choose Cancel Security Deposit option.
Refunding the guest, to cancel the booking, click on Cancel button in the booking page.
For OTA Bookings:
In order to cancel a booking that has come from a channel, you need to cancel it in that channel. Zeevou will sync with the channel and update the availability.
What are the status of security deposit?
There are Five main status for security deposit: Not- authourised, Awaiting Authourisation (Link), Pre-authourised, Released, and Captured.
1. Not-authourised is shown for below conditions:
- Not-authourised is shown when deposit has not been authourised. Guests may not have attempted to authorise the deposit or their attempts were not successful. - Not-authourised (Saved Card) is shown when guests have agreed to use the same card details, they used for payment, for deposits. Their card details will be saved in the system and deposit will be authourised on the specified date.
- Not-authourised (not applicable) is shown when the deposit amount is zero.
- Not-authourised (guaranteed by channel) is shown when the booking came in Zeevou from channels and guest do not need to authorise any deposit in Zeevou as it is guaranteed by channel.
2. Awaiting Authourisation (Link) is shown when the link is available but guest has not authourised the deposit yet.
3. Pre-authourised is shown when deposit is authourised. This step will be done based on the details you have set in Settings->Organisation Configuration-> Deposit Timeline. In setting your preferred details in Organisation Configuration, please note that base on the payment gateway you are using there may be some default setting for automatically releasing the deposit. For example, Stripe deposits are automatically released after 7 days. Thus, if you set Pre- Authourisation Point on booking date, depends on the interval between Pre-Authourisation and guest arrival, you may have authourised or released deposits when guests arrive.
4. Released is shown when you do not capture all or part of the deposit and it is returned to the guest account. Deposit are released based on your setting in Settings->Organisation Configuration->Deposit Timeline.
5. Captured is shown when you capture all or part of guest deposit. You can capture the deposit in the booking view page through Finance button.
How can I generate a secure payment link for a customer for an add-on via Zeevou ?
If you add an add-on to a booking you can use the payment link to collect payment.
How to remove an add-on from invoice?
If you want to delete an add-on from the invoice, you should take the following steps:
Go to Booking view page,
Scroll down to Add-on Section,
Click on the three dots at the end of the row
Click on the trash bin. The Add on will be deleted from the invoice.
How can I capture security deposit?
In order to capture security deposit, go to booking view page, click on Finance and choose Capture Security Deposit. Then enter the amount you want to capture and confirm.
What is Auto Charge/ Auto Refund option?
In Settings -> Organisation Configuration, if you choose Stripe as your Gateway, Auto Charge/Auto Refund option becomes available.
Stripe does not keep deposits more than a week and releases them after 7 days automatically. Thus, for bookings more than a week, you need to renew the deposit after 7 days manually (that is avoiding the deposit and asking guests to do the process again). However, if you tick Auto Charge/Auto Refund box, the system considers Stripe deposits as actual payments. That is when guests authorise the deposit, the amount is transferred to your account and after guests' departure, if you do not want to Capture some or all part of it, it will be automatically refunded to them based on your setting in Organisation Configuration. Please note that £3.00 per deposit transaction will be reduced from your account.
How to breakdown the total price of a booking?
In booking view page, click on Finance button and choose Generate Partial Payment Link.
In the opened pop up, once you enter your preferred amount, the new payment link gets generated. You can Copy or Send the link to the guest.
How do automated security deposits in Zeevou work?
If a channel collects security deposits or provides a guarantee for them, the bookings coming from that channel will automatically be marked as “Yes” under Security Deposit in Today’s Check-ins and will show as “Channel” in Booking View. If this is not the case, and if your payment gateway has been set up, as part of the Booking Confirmation Steps, the guest will be asked for a security deposit.
If Zeevou processed the payment, and the guest asks to use the same card as they paid with for the security deposit pre-authorisation, Zeevou will attempt to pre-authorise the funds from the guest the day before arrival. Should this fail, the guest will be sent a follow-up link where they can re-enter the same card details or new ones.
If Zeevou did not process the payment (ie the booking was Channel Collect), or if the guest asks to use a different card from the payment card in the Booking Confirmation Process, then the day before arrival they will be asked to enter their card details for the security deposit to be pre-authorised
Once a security deposit has been successfully pre-authorised through Zeevou, the Security Deposit field will get toggled to “Yes” in Today’s Check-ins, and it will display in Booking View under Security Deposits. If there are failed attempts, these will also show there. If a security deposit is paid to you directly outside of Zeevou, you can log this in the Booking View by clicking on Finance -> Log Security Deposit.
How do the automated payments in Zeevou work?
Once you complete the integration with your payment gateway, each time a booking comes in, Zeevou will check whether the OTA has informed us or not whether payment has been taken. If the OTA has already collected payment, the booking gets marked as Channel Collect. If not, it gets marked as Hotel Collect.
If a booking is Channel Collect, a credit memo gets added to the booking, and the booking displays a “Credit” status under the payment field. You will also see the credit memo in the booking itself if you open the Booking View mode. Once you get paid by the channel, open the booking, click on Finance -> Log Payment. Once payment is logged, the credit memo is removed. If a booking is marked as Credit, then that guest will not be asked for payment.
If a booking is Hotel Collect, the guest will be asked for payment as part of the Booking Confirmation Steps
Why can’t I see my previous Rates and Availability logs?
The Rates that were created before one month ago are going to be archived to enhance the performance and speed.You are able to view the archived rates in Rates/ Archived Unit Type Rate.
In addition, to enhance system performance, availability logs that were created before one month ago won't be available anymore.
Where can I find pet settings in Zeevou? Can I charge for pets, or let them know my place is pet friendly?
Zeevou does not currently have any pet settings. You can add your pet policy to the property description in Listings-> Property. You can handle extra fees for pets through add-ons in Rates -> Add-ons. Then you can add it to the booking.
If multiple rates overlap dates, does the highest rate take priority?
The latest rate will always override previous rates. You can check the rates and Min Stay sent to OTAs in Rates and Availability Calendar.
How can I add cleaning fee to direct bookings?
If you want to add cleaning fee to your direct bookings, you need to create a new rate plan for the booking engine (website) and admin. To do so, go to Rates-> Rate Plans and click on the rate plan of the property. Then click on Edit and deselect Booking Engine and Admin. Finally Save and close.
Then go to Rate Plans again and click on Create Rate plan. Choose a name that shows the rate plan includes the cleaning fee. Select the property and Unit Type. Then select Admin and Booking Engine. Finally Save and Close.
After saving the new rate plan, you can add the add-on. Please note that the cleaning fee should be per booking and not per night. They new rate plan will be shown as not active which means it is not connected to channels.
How to change rates or Min Stay on Rates and Availability Calendar?
If you want to change the rates, Min Stay or Max Stay for one night or a few nights, you can select the date or dates on the Rates and Availability Calendar and click on them. A window pops up, and you can enter the new amount.
If you want to change the rates for a long period of time, click on Create Rate. Choose the unit or units you want to change the rates, min stay or Max stay. You can set different rates, min stay or max stay for different days of the week. If you click on Add you can enter the rate for another period of time. Then Save and Close. The rates, Min Stay and Max Stay will be synced automatically with channels and the website.
Please note that if you just want to change the rate, you can leave min stay and max stay empty.
If you want to check what rates, min stay or max stay is being sent to channels, please go to Calendar -> Rates and Availability Calendar.
How can I remove the blocked dates?
In order to remove the blocked dates and make your property available, there are two ways:
Calendar -> Overall Occupancy Calendar
Click on the blocked date and select "Edit"
Delete that blocked date.
Or go to Rates -> Blocked Dates. Find the property and make sure the blocked dates are the ones you want to delete. Then click on the three dots at the end of the row and delete the blocked dates.
Why are the changes I made in Rates not being applied to the Channels?
To apply Rates to the Channels you need to connect them to a Rate Plan. In Rates/ Rate Plans, you can click on Create Rate Plan Button, and fill the fields.
You can choose the name as you prefer and the related Unit Type from the dropdown list. In the Apply to Section, if you are going to apply this Rates to the Channels please make sure you tick the Zeevou Channels box.
You can apply the same Rate Plan to the Booking Engine and Admin if you tick their boxes. If you have set Rates for a Rate Plan that does not have Zeevou Channels ticked, those rates will not push to any of the OTAs.
How can I set Min Stay for my property?
To set the minimum stay for a property/unit type/unit and get it applied to channels, in Rates -> Rates, click on Create Rate button. In the opened page set the Min Stay for the maximum period of time you would like. Please note that data you enter in this page will override the previously set ones. However, for the fields that you leave empty, previous data will be applied automatically.
How can I set up add-ons?
In Rates/Add-ons, you can create different Add-ons as you wish.
There, you need to choose a name, determine its Type, and Price (Fixed or Percentage).
Then, by filling Default Sales and Purchase Price fields, you can set the price you have purchased it (say the add-on is Breakfast) and the Price you are going to sell it. These fields are helpful in calculating the business income and accounting processes.
For Category fields, Add-ons are usually categorized as "Service".
If the "Needs Admin Approval" box is ticked, for any booking that includes that Add-on, system cannot apply the Add-on until Admin approves it. For example, if a booking includes Early Check-in Add-on, system will not increase the booking Price until Admin user approves it. If the box is not ticked, system will consider Add-on Price and increase the booking Price automatically.
Booking Deadline field determines the deadline for applying that Add-on. For example, you can determine that Early Check-in Add-on cannot be applied one day before the guest arrival.
When you save the Add-on creation page, you can add the created Add-on to all your properties in Organisation Configuration, or to a specific Property in Listings.
In Organisation Configuration, you can set Early/Late Check in/out Add-ons. Please note that if you set for example Early Check-in Add-ons in Organisation Configuration, it will affect all your properties.
In Listings/properties/Edit mode, under "Check-in/Check-out Times" title, you can tick the "Check-In/Check-Out Time Override" box and customize that specific property Add-ons.
Another important field that is associated with Add-ons is Rate Plan. After you create Rate Plan, in the view mode, you can Add Add-on to the rate plan. Using this option, your set Add-on can be included in the rates that are sent to the OTAs and are shown in your Zeevou domain.
Notes: Why the add-on I created is not shown in the Rate Plan Add Ons drop drown? Only Add-ons that are set as Fixed Amount Price, Per Night, and Service can be added to Rate plans.
How do I create a promotion, discount or voucher code for the direct booking engine on my website?
Firstly, you need to create a promotion.
Under Rates from the main menu select Promotions, and then click on the Create Promotion button on the top right hand corner.
On the page that opens, fill the Name field with a name of your choice.
If you would like to apply this promotion in conjunction with other discounts, tick the Apply On Other Discounts box.
At the present time, only Amounts, Days Before Arrival, Number of Sleepers, and Number of Nights are available. For these options, you can specify for example that you would like to consider the promotion for all the bookings whose Amount (ie total price of the reservation) is between 20 GBP to 200 GBP; or for all the bookings whose Number of Nights are between 3 to 10 nights.
Then you can determine how you would like to set the promotion: Percentage Per Item or Fixed Rate Per Item, or a combination of both options simultaneously.
Click on Save and Close.
Now that you have created a promotion, you need to specify how it should be applied for it to be activated. To do so, follow the steps below:
Clicking on the created promotion. On the top right of the page, you will be able to see and click on the button "+Promotion Application".
You can use the Booking Date and Arrival Date fields to specify the periods for which the promotion should apply.
The Limit allows you to limit the number of times that a promotion can be used.
The Explicit box function is not available at the moment, so please ignore this.
By ticking or leaving the box "Can be applied alongside other promotions" unticked, you can determine how you would like the promotion to be applied.
Then, under Vouchers title, you can specify the number of Vouchers and their codes.
Finally, "Apply on Specific Unit Types" allows you to select specific unit types to which you want the promotion to be applied.
Click on Save and Close.
Please note that once the promotion and its application have been created, you will also be able to access the promotions from the booking view page.
What are the invoicing options in the investor deals?
Invoicing options:
Proxy: This is for management deals where you are invoicing guests on behalf of the investor and then keep your cut from the investor for your management services at the end of the month.
TOMS: This is a special VAT scheme for EU countries.
Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies on your total turnover.
To create a Corporate go to Users-> Corporation Profiles.
Click on Create Corporation button.
In the opened page, set a Name for the corporation.
Add any desired Description.
Set the corporation Fax number.
Specify the VAT Number of the corporate.
Make sure you enter a valid email address for the corporate Email field.
The Account Manager can be set from among the already created Staff. You can also use the + option to add new staff and choose him/her as the manager.
You can add Phone number.
You can include the corporate Address.
Click on Save and Close button.
How can I install housekeeping mobile app?
For Android:
You can install the housekeeping mobile app for Android from this link. You can create a username and password for your housekeeper in Users-> Zeevou Staff Profiles-> Create Zeevou Staff.
For iPhone:
You can install the housekeeping mobile app for the iPhone from this link in two-step:
Step 1:Download the TestFlight app from the App Store.
Step 2: On your mobile phone, go back to this page again and click on Start Testing under Zeevou App logo.
Please note that you can create a username and password for your housekeeper in Users-> Zeevou Staff Profiles-> Create Zeevou Staff.
How can I export emails of my guests?
I order to export your previous guests' emails:
Go to Users.
Click on Guest Profiles.
You can modify the grid by the filters and the grid sign and choose the info you want to see.
Click on Export Grid.
Choose the format of the file (CSV or XLSX).
The file will be sent to your email address.
Why does the password of any user I create apart from me disappear after saving?
This is how the system has been planned to work. First, you can see the password because you are creating it and you probably want to share the password with the created Staff/Investor. However, after the created user can login, he/she may change their login details and it is considered their personal information.
How can I verify guest ID?
Id verification is not automatically done in Zeevou. This step is there so that you can make sure all the gathered information (the signature or the ID) is correct. When everything is approved, you should go to the Guest Verification section in Booking view page and click on the red thumb and make it green. This means that you have verified the ID and it will be registered in the guest profile.
Please note that signing the Terms and Conditions doesn't make this part green.
Why system does not allow me to add a username?
In Zeevou, each username is unique. That means each username can be registered in Zeevou only once. Thus, if you try to add the username as an investor or staff and system does not let you, probably the username has been already registered. Please note that you the username may not be part of your organisation but belong to other organisations.
Why housekeeping tasks were not assigned automatically?
System assigns cleaning tasks only when all the below conditions are met: - Cleaner profile has been created in Users/ Zeevou Staff profiles - The property is assigned to the cleaner in view mode of
Cleaner Profile
- Calendar Template of cleaner is filled in Edit mode of cleaner profile and it is saved. This calendar shows the time cleaner is available to do the tasks. - In Listings/ Properties, the housekeeper is added to the property.
Please note that the server begins to assign housekeeping tasks automatically 10 days or less before their start date. If you would like to reassign a task manually, please find the task in Operations/ Upcoming Housekeeping Schedule (limited to next week tasks) or Operations/ Housekeeping Schedule (include all tasks), click on reassign option, make the changes, and save them.
Why don’t housekeeping tasks appear on the mobile app?
Make sure you have:
Set the profile of the housekeeper to enabled.
Set the availability of the housekeeper in their profile.
Allocated the housekeeper to the property.
Set the correct average housekeeping times in your unit types.
The system will try to auto-allocate the housekeeping tasks to your housekeepers based on the above, as well as check-in and check-out times, and travel time between properties to try and achieve the highest optimisation possible. You can override the allocation set by the system in Operations -> Housekeeping -> Upcoming Housekeeping Schedule
How do I inform housekeepers of their cleans?
Visit Users -> Zeevou Staff -> Profiles, and create a profile for each housekeeper by clicking on Create Zeevou Staff. Then open the properties that they are meant to clean one by one, and assign them as a housekeeper. Share the login details that you set for them with them, and ask them to log in at hub.zeevou.com.
What are the invoicing options in the investor deals?
Invoicing options:
Proxy: This is for management deals where you are invoicing guests on behalf of the investor and then keep your cut from the investor for your management services at the end of the month.
TOMS: This is a special VAT scheme for EU countries.
Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies on your total turnover.
What can I do when my calendar in Zeevou is different from what I see in channels?
When your calendar in Zeevou shows different data from what you see in channels, you can manually sync data.
Open the related Unit Type from Listings/Unit Types.
If the availability is different, click on Availability Sync button.
If the rates are different, click on Rate Plan Sync button.
After a few minutes, recheck channels to make sure it shows synced data.
How can I change cleaning fee for Airbnb?
Go to Listings -> Property
Go to Channel Manager Config.
Click on orange Open button.
Click on "map" in front of Airbnb.
Click on the editsign.
7. A new pop up window appears.
8. Go to Listing Rooms Page and change the cleaning fee.
How can I block dates on my availability calendar?
In order to block certain dates on your calendar go to Rates -> Blocked Dates -> Create Blocked Dates
Choose the property/unit and set the dates and time. You can add a reason for your future reference.
Why are the changes I made in Rates not being applied to the Channels?
To apply Rates to the Channels you need to connect them to a Rate Plan. In Rates/ Rate Plans, you can click on Create Rate Plan Button, and fill the fields.
You can choose the name as you prefer and the related Unit Type from the dropdown list. In the Apply to Section, if you are going to apply this Rates to the Channels please make sure you tick the Zeevou Channels box.
You can apply the same Rate Plan to the Booking Engine and Admin if you tick their boxes. If you have set Rates for a Rate Plan that does not have Zeevou Channels ticked, those rates will not push to any of the OTAs.
How can I remove the imported iCal link?
In Rates -> Blocked Dates, click on Manage Calendar Import button. In the opened page, choose your preferred imported option and click on Edit button. Remove the tick from Active iCal Import box and save the page.
How far in advance does Zeevou open up the calendars on OTAs?
Zeevou sends 720 days of update in terms of availability & rates to channels. However, each OTA accepts updates on a different basis. Most of the OTAs accept 365 days of availability but some of the OTAs like Expedia, Booking.com & Airbnb support 500 days of updates.
I’m trying to map a property, but it says “No Rooms Found”. What am I doing wrong?
You probably haven’t created the units yet inside the property. Go back to the property under Listings and check whether it contains any unit types and whether the unit types contain any units.
Why can’t I finalise the mapping with Booking.com?
If you are getting the below error message, you may not have reached step 3 yet on Booking.com’s process of connecting to a channel manager. Please initiate the connection on Booking.com as per the instructions provided before attempting the steps on Zeevou’s side.
Can I connect to an Airbnb account if I’m the co-host?
No, you can only connect to an Airbnb listing through the main host’s account. If you are managing for someone and they are not happy to share their login details with you, you can follow the steps on integrating with Airbnb up to the point where you Generate Client ID. You can copy & paste the URL of the new tab that opens, and send that to the host. Ask them to authorise the integration, and to send you back the token that they are provided with. Use that token to finalise the connection.
How do I export an iCal from Zeevou and import it into another site?
You can copy the iCal link from either a Unit Type or a specific unit. If don't have many units under a unit type you can copy the iCal link of the unit type.
Click on Listings and then click on Unit Types.
Click on the Unit Type you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel you want to export the availability to.
For a specific unit:
Click on Listings and then click on Units.
Click on the Unit you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel that you want to export the availability to.
What can I do when my calendar in Zeevou is different from what I see in channels?
When your calendar in Zeevou shows different data from what you see in channels, you can manually sync data.
Open the related Unit Type from Listings/Unit Types.
If the availability is different, click on Availability Sync button.
If the rates are different, click on Rate Plan Sync button.
After a few minutes, recheck channels to make sure it shows synced data.
Why a unit type is not shown in the Rates and Availability Calendar?
When you create a new unit type, you should make sure that it has at least one unit under that. Otherwise, the rates can not be pushed to OTAs and the website. (You can't map the unit type)
So go to Listings-> Unit Type and choose the unit type. Then in the unit section click on +add unit.
How to change rates or Min Stay on Rates and Availability Calendar?
If you want to change the rates, Min Stay or Max Stay for one night or a few nights, you can select the date or dates on the Rates and Availability Calendar and click on them. A window pops up, and you can enter the new amount.
If you want to change the rates for a long period of time, click on Create Rate. Choose the unit or units you want to change the rates, min stay or Max stay. You can set different rates, min stay or max stay for different days of the week. If you click on Add you can enter the rate for another period of time. Then Save and Close. The rates, Min Stay and Max Stay will be synced automatically with channels and the website.
Please note that if you just want to change the rate, you can leave min stay and max stay empty.
If you want to check what rates, min stay or max stay is being sent to channels, please go to Calendar -> Rates and Availability Calendar.
How can I remove the blocked dates?
In order to remove the blocked dates and make your property available, there are two ways:
Calendar -> Overall Occupancy Calendar
Click on the blocked date and select "Edit"
Delete that blocked date.
Or go to Rates -> Blocked Dates. Find the property and make sure the blocked dates are the ones you want to delete. Then click on the three dots at the end of the row and delete the blocked dates.
How far in advance does Zeevou open up the calendars on OTAs?
Zeevou sends 720 days of update in terms of availability & rates to channels. However, each OTA accepts updates on a different basis. Most of the OTAs accept 365 days of availability but some of the OTAs like Expedia, Booking.com & Airbnb support 500 days of updates.
How do I export an iCal from Zeevou and import it into another site?
You can copy the iCal link from either a Unit Type or a specific unit. If don't have many units under a unit type you can copy the iCal link of the unit type.
Click on Listings and then click on Unit Types.
Click on the Unit Type you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel you want to export the availability to.
For a specific unit:
Click on Listings and then click on Units.
Click on the Unit you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel that you want to export the availability to.
You can install the housekeeping mobile app for Android from this link. You can create a username and password for your housekeeper in Users-> Zeevou Staff Profiles-> Create Zeevou Staff.
For iPhone:
You can install the housekeeping mobile app for the iPhone from this link in two-step:
Step 1:Download the TestFlight app from the App Store.
Step 2: On your mobile phone, go back to this page again and click on Start Testing under Zeevou App logo.
Please note that you can create a username and password for your housekeeper in Users-> Zeevou Staff Profiles-> Create Zeevou Staff.
Why housekeeping tasks were not assigned automatically?
System assigns cleaning tasks only when all the below conditions are met: - Cleaner profile has been created in Users/ Zeevou Staff profiles - The property is assigned to the cleaner in view mode of
Cleaner Profile
- Calendar Template of cleaner is filled in Edit mode of cleaner profile and it is saved. This calendar shows the time cleaner is available to do the tasks. - In Listings/ Properties, the housekeeper is added to the property.
Please note that the server begins to assign housekeeping tasks automatically 10 days or less before their start date. If you would like to reassign a task manually, please find the task in Operations/ Upcoming Housekeeping Schedule (limited to next week tasks) or Operations/ Housekeeping Schedule (include all tasks), click on reassign option, make the changes, and save them.
Why don’t housekeeping tasks appear on the mobile app?
Make sure you have:
Set the profile of the housekeeper to enabled.
Set the availability of the housekeeper in their profile.
Allocated the housekeeper to the property.
Set the correct average housekeeping times in your unit types.
The system will try to auto-allocate the housekeeping tasks to your housekeepers based on the above, as well as check-in and check-out times, and travel time between properties to try and achieve the highest optimisation possible. You can override the allocation set by the system in Operations -> Housekeeping -> Upcoming Housekeeping Schedule
How do I inform housekeepers of their cleans?
Visit Users -> Zeevou Staff -> Profiles, and create a profile for each housekeeper by clicking on Create Zeevou Staff. Then open the properties that they are meant to clean one by one, and assign them as a housekeeper. Share the login details that you set for them with them, and ask them to log in at hub.zeevou.com.
How can I change the photos displayed on Booking Engine?
The photos that are displayed on the Booking Engine are the combination of all the images set in two sections: Property and Unit. If you would like to change the images or their order you can go to Listings/ Properties/ Property/Images tab and/or Listings/ Units/ Images tab.
Why is my property not appearing in search results on the website?
Make sure you have:
Created a Country, City, Property, Unit Type, and a Unit. If no units have been added, nothing will show in search results.
You have rates showing in Rates & Availability Calendar under Calendar
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Below you can find the guide of sample presented invoice:
This is a sample invoice that shows how the effective fields will be reflected in the invoice.
Stripe does not keep deposits more than a week and releases them after 7 days automatically. Thus, for bookings more than a week, you need to renew the deposit after 7 days manually (that is avoiding the deposit and asking guests to do the process again).
If you are using the Monthly/Annually Plan, you need to first unmap all your properties from channels within Zeevou. In Listings/Properties, open the property page and click on Channel Manager Config. After unmapping the property from all channels, click on Disconnect from Zeevou Channels button.
Please raise a hand or send an email and inform success@zeevou.com to make other arrangements.
Then you can open your contract and click on Cancel Subscription button.
.
To see the invoice, click on the Finance button -> Download PDF Invoice.
To Email the Invoice to the corporation, in the booking page, click on Finance button-> Email Invoice.
To release the pre-authourised security deposit sooner, you can click on security deposit tab in the booking and click in the cross next to the deposit.
Also, you can click on Finance button and choose Cancel Security Deposit option.
Refunding the guest, to cancel the booking, click on Cancel button in the booking page.
For OTA Bookings:
In order to cancel a booking that has come from a channel, you need to cancel it in that channel. Zeevou will sync with the channel and update the availability. 
In the opened pop up, once you enter your preferred amount, the new payment link gets generated. You can Copy or Send the link to the guest.
In Organisation Configuration, you can set Early/Late Check in/out Add-ons. Please note that if you set for example Early Check-in Add-ons in Organisation Configuration, it will affect all your properties.
In Listings/properties/Edit mode, under "Check-in/Check-out Times" title, you can tick the "Check-In/Check-Out Time Override" box and customize that specific property Add-ons.
Another important field that is associated with Add-ons is Rate Plan. After you create Rate Plan, in the view mode, you can Add Add-on to the rate plan. Using this option, your set Add-on can be included in the rates that are sent to the OTAs and are shown in your Zeevou domain.
Notes:
If there has been no booking associated with a property, first you need to delete the associated unit, then unit type, and finally the property can be deleted. 
You can also to add more frequently used templates to Send Notifications and send them from there. To add a template to Send Notifications:
1. Go to Settings-> Trigger Rules and select the trigger rule as Favorite.
2. Go to Booking view page.
3. Click on Send Notifications.
4. Select the notification.
5. Send.
How to set a condition:
You can set as many conditions as you want for your emails and SMS. These trigger rules make sure when and to whom they are sent. Please make sure the sets of conditions you choose for an email or SMS don’t contradict. For example, you shouldn’t choose one condition as “Booking status equal to booked.” And the other one “Booking status equal to cancelled.”
Please do not change or delete the two default set conditions but add to them. The default conditions in the trigger creation page are set to make sure, your template won’t get sent to cancelled and previous bookings.
Notes:
How can you make sure a new email is not sent to previous bookings? 
System considers each choice as it should include all its above choices.
In addition, to enhance system performance, availability logs that were created before one month ago won't be available anymore.
Then go to Rate Plans again and click on Create Rate plan. Choose a name that shows the rate plan includes the cleaning fee. Select the property and Unit Type. Then select Admin and Booking Engine. Finally Save and Close.
After saving the new rate plan, you can add the add-on. Please note that the cleaning fee should be per booking and not per night. They new rate plan will be shown as not active which means it is not connected to channels.
If you want to change the rates for a long period of time, click on Create Rate. Choose the unit or units you want to change the rates, min stay or Max stay. You can set different rates, min stay or max stay for different days of the week. If you click on Add you can enter the rate for another period of time. Then Save and Close. The rates, Min Stay and Max Stay will be synced automatically with channels and the website.
Please note that if you just want to change the rate, you can leave min stay and max stay empty.
If you want to check what rates, min stay or max stay is being sent to channels, please go to Calendar -> Rates and Availability Calendar.
Or go to Rates -> Blocked Dates. Find the property and make sure the blocked dates are the ones you want to delete. Then click on the three dots at the end of the row and delete the blocked dates.
You can choose the name as you prefer and the related Unit Type from the dropdown list. In the Apply to Section, if you are going to apply this Rates to the Channels please make sure you tick the Zeevou Channels box.
You can apply the same Rate Plan to the Booking Engine and Admin if you tick their boxes. If you have set Rates for a Rate Plan that does not have Zeevou Channels ticked, those rates will not push to any of the OTAs. 
- Calendar Template of cleaner is filled in Edit mode of cleaner profile and it is saved. This calendar shows the time cleaner is available to do the tasks.
Please note that the server begins to assign housekeeping tasks automatically 10 days or less before their start date.
7. A new pop up window appears.
8. Go to Listing Rooms Page and change the cleaning fee.
