Frequently Asked Questions

Zeevou Hub Category

Are you an Evangelist or a Patron? Then, here’s a vault of questions and short answers to help you master the system and seamlessly manage and automate your short-term rentals.

Please let us help you to find the best answer.

General

Booking

Listings

Notifications

Integrations

Finances

Rates

Users

Channels

Calendar

Operations

Website

What is the meaning of error “failedMerchant Session Key”?
When guests try to complete the payment process, they may face the error message: failedMerchant session key or card identifier invalid. failedMerchant- Zeevou Hub Please note that this error is sent by hosts’ payment gateway to Zeevou. Guests can refresh the page and retry.
How to Upgrade Zeevou’s Free plan?
In order to upgrade your plan, log in to Zeevou, click on your login name on the top right of the page, and then click on Account Setting. My Contract- Zeevou As an Evangelist, you are using the Free Plan. You can upgrade your plan to Patrons by clicking on the Upgrade Plan button. clicking on the Upgrade Plan button- Zeevou In the opened page, you should select your desired Zeevou Plan that can be either a Monthly Commitment or an Annual Commitment. Then please choose the number of licenses you would like to purchase per Self-catering Units and/or per Rooms.
  • Self-catering Units’ examples are Apartment, Suite, Studio, etc. that refer to the Entire Place.
  • Rooms’ examples are Single, Double, Dormitory, etc. that refer to Private or Shared Rooms.
In this page below details are available:
  • Total Number of Licenses shows the number of licenses you have access to.
  • Number of Licenses Used 
  • Number of Licenses Available
  • Current Price per Month shows the amount you are paying for your current licenses.
  • Number of Licenses to Be Purchased
  • Additional Price per Month shows the amount that will be added to your current commitments.
  • Unit Price
  • Amount to be paid for future billing month shows the sum of Current Price Per Month and Additional Price Per Month.
  • Amount to be paid for current billing month shows the amount you are going to pay as your first invoice for the purchased licenses.
Finally, you need to click on the Upgrade button to see the payment page and complete the process. In Zeevou Payment page, you can download the PDF invoice for your first payment by clicking on the word “here“. In addition, you need to insert your personals details such as your First Name, Last Name, Address, Postcode, City, and Country. Then, you can set details of your credit card to pay for the purchased licenses. Zeevou Payment page,If the payment is done successful, when you reopen or refresh your contract page, you can see the updated details of your contract. Your Zeevou Plan should show either Annual or Monthly Commitment and your invoice is shown as Paid. Zeevou Plan should show either Annual or Monthly Commitment In addition, in the same page, if you click on your name in the Customer field, you can see the balance of your account. Please note that your Balance would show zero, only if you have paid for your purchased licenses in Zeevou. click on your name in the Customer field to upgrade your zeevou plan
How to Buy License?
When you log in to Zeevou, you can see the details of your contract. On the top right of the page, under your login name, click on Account Setting. Zeevou log inIf you are a Patron and using the Annual or Monthly plans, you can increase the number of your licenses by clicking on Buy License button in the contract page. buying a license in ZeevouIn the opened page, you can set the number of new licenses you would like to purchase per Self-catering Units and/or per Rooms.
  • Self-catering Units’ examples are Apartment, Suite, Studio, etc. that refer to the Entire Place.
  • Rooms’ examples are Single, Double, Dormitory, etc. that refer to Private or Shared Rooms.
In this page below details are available:
  • Total Number of Licenses shows the number of licenses you have access to.
  • Number of Licenses Used 
  • Number of Licenses Available
  • Current Price per Month shows the amount you are paying for your current licenses.
  • Number of Licenses to Be Purchased
  • Additional Price per Month shows the amount that will be added to your current commitments.
  • Unit Price
  • Amount to be paid for future billing month shows the sum of Current Price Per Month and Additional Price Per Month.
  • Amount to be paid for current billing month shows the amount you are going to pay as your first invoice for the purchased licenses.
Finally, you need to click on Make Payment button to see the payment page and complete the process. Please note that if you have unpaid invoices and your balance is negative, when you click on Buy License button, a warning message will appear. In this case, at the bottom of the contract page, you need to open the Unpaid invoices and click on Pay Invoice button that lead you to Payment page. Pay Invoice button that lead you to Payment page. In Zeevou Payment page, you can download the PDF invoice for your first payment by clicking on the word “here“. Also, you need to insert your personals details such as your First Name, Last Name, Address, Postcode, City, and Country. Then, you can set details of your credit card to pay for the purchased licenses. Zeevou paymentIf the payment processes get completed successfully, when you reopen or refresh your contract page, you can see that details of your contract get updated automatically. In addition, in the contract page, if you click on your name in the Customer field, you can see the balance of your account. Please note that your Balance would show zero, only if you have paid for your purchased licenses in Zeevou. Customer field- Zeevou
How to create Zeevou Corporations?
To create a Corporate go to Contacts-> Guests -> Corporation .
  1. Click on Create Corporation button.
  2. In the opened page, set a Name for the corporation.
  3. Add any desired Description.
  4. Set the corporation Fax number.
  5. Specify the VAT Number of the corporate.
  6. Make sure you enter a valid email address for the corporate Email field.
  7. 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.
  8. You can add Phone number.
  9. You can include the corporate Address.
  10. Click on Save and Close button.
How to create Zeevou Corporations- Zeevou  
How can I change the invoice colours?
Please note that the colours shown in your invoice are based on the ones you set for your brand in Marketing->Settings-> Design Customisation.
To find the hex code for your preferred colors, you can use link.
Below image shows the effective fields of Design Customisation in your invoice choice of colors: changing invoice colour at Zevou Below you can find the guide of sample presented invoice: change invoice colour This is a sample invoice that shows how the effective fields will be reflected in the invoice. change invoice colour  
What is happening to my raised Hand?
When you raise a hand in Zeevou, the 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, depending 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. What is Auto Charge/ Auto Refund option- Zeevou 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 (You have to void the deposit and ask the 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 deducted from your account. What is Auto Charge/ Auto Refund option- Zeevou  
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 follows below 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.
Why I cannot save my preferred timing for Booking Config- Zeevou
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 the page, click on My Contract. In the opened page of the contract, click on Cancel Subscription button. How can I close my account- Zeevou If you are using the Monthly/Annual 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 or inform success@zeevou.com to make other arrangements. Then you can open your contract and click on Cancel Subscription button. How can I close my account- Zeevou  
How can I add an additional brand?
  1. Go to Settings -> Organisation Configuration. Click on Create New Brand on the top right-hand corner.
  2. Enter the new brand details and click Save.
  3. Open the property and click on Brand. Click on the Add button on the right.
  4. How can I add an additional brand- Zeevou
  5. 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. How can I add an additional brand- Zeevou . How can I add an additional brand- Zeevou
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.

Booking

How can I finalise a booking?
When you finalise a booking, the status is set to Finalised, the security deposit is released, the invoice is marked as Completed and is posted it to your accounting software like Xero if you have connected one. As of this point, the booking becomes uneditable. To finalise a booking, follow the steps below: Step 1: Go to Tasks->Departures. Step 2: In the Checked Out section, click on the tick at the end of the row of the booking. NOTE: If you haven’t ticked Auto Check-Out Bookings box in Organisation Confuguration, you will need to manually check bookings out before you can finalise them. You can check a guest out by clicking on the sign on the right of the row in the grid titled Pending Check-out.  You can then finalise the booking by clicking the symbol in the right of the row under the Checked-out grid.  
What are Related Bookings?
Bookings that are created under below conditions are called Related Bookings: – You Extend  a current booking. – You Split a current booking. – Guest books more than one unit through channels. List of related bookings are available in the booking view page, under Related Bookings title.
What is the difference between Group Booking Payment Status and Booking Payment Status?
Group Booking Payment Status shows the payment status of all Related Bookings. Thus, GBP is Paid only when the payment status of all related bookings are Paid.
 
What is the warning sign in the booking page for?
The warning sign appears in the booking page when one or all of the below conditions are met: 1. Local Guest Booking: Guest creates a booking in a city he/she lives in. 2. Last Minute Booking: Guest creates a booking which arrival is in the next two days. 3. Weekend Booking: Guest creates a booking on Friday or Saturday for just one or two night(s). What is the warning sign in the booking page for- Zeevou hub page When you click on the warning sign next to the Booking Details title, a pop up window appears. You can remove the warning sign by clicking on Hide button or re-set it by clicking on Show button and the sign will disappear or reappear accordingly. Unless you hide the booking warning manually, they will be available in Tasks-> Host -> Arrivals.
How can I uncancel a direct/website booking?
If you want to un-cancel a booking that you have already cancelled, you should go to the booking view page and Edit the booking. Make sure the price of the booking is what you want it to be, change the Booking Status to Booked and Save. If the booking was Paid, or its deposit was authorised, when you cancel the booking, the payment amount will be set as the Cancellation Penalty under Security Deposit Charges Title. After un-cancelling the booking, the payment amounts will be reallocated to the booking and the Cancellation Penalty gets Disapproved. If the booking was Unpaid, the un-cancelled booking will be Unpaid as well.
How do VCC cards work?
For bookings that come to Zeevou from Booking.com, Expedia, and Agoda and whose Collection Type is Channel Collect, the details of VCC will be saved in Zeevou. On the activation date of the card provided by the channel, the system will try to charge the booking amount from the card. If successful, the payment status of the booking is automatically updated to paid and the credit note is voided. The payment status will change from Credit to Paid in the Price Breakdown on the Booking Page and from OTA Credit to Credit Card under Payment title. NOTE: The system will attempt to charge the amount once every 24 hours following the activation date of the card. For No Show and Cancelled bookings, the system will not try to withdraw any amount from the credit card.
How can I log a 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 Security Deposit Charge 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. Security Deposit Charges- Zeevou Hub
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. set a corporate as the recipient of the invoice- Zeevou 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. set a corporate as the recipient of the invoice- Zeevou  
set a corporate as the recipient of the invoice- Zeevou
The corporate is set as the recipient of the invoice in PDF file.
     
How can I get my guests’ emails from Airbnb?
If you want to get your guest’s email alias from Airbnb, you should fill out their attestation form.
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, below, you can use the 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  the 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-> Guest Payments-> Payment Reminders.    
How can I export emails of my guests?
In order to export your previous guests’ emails: Step 1: Go to Contacts. Step 2: Click on Guest . Step 3: You can modify the grid by the filters and the grid sign and choose the info you want to see. Step 4: Click on Export Grid. Step 5: Choose the format of the file (CSV or XLSX). Step 6: The file will be sent to your email address. How can I export emails of my guests at Zeevou How can I export emails of my guests at Zeevou
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. change the confirm booking button colour in the template at Zeevou  
What are the status of security deposit?
There are Five main status for security deposit: Not-authourised, Awaiting Authorisation (Link), Pre-authorised, Released, and Captured. 1. Not-authorised is shown for the below conditions: – Not-authorised is shown when the deposit has not been authorised. Guests may not have attempted to authorise the deposit or their attempts were not successful.  – Not-authorised (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 authorised on the specified date. – Not-authorised (not applicable) is shown when the deposit amount is zero. – Not-authorised (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 Authorisation (Link) is shown when the link is available but the guest has not authorised the deposit yet. 3.  Pre-authorised is shown when the deposit is authorised. 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- Authorisation Point on booking date, depends on the interval between Pre-Authorisation and guest arrival, you may have authorised 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 is released based on your setting in Settings->Organisation Configuration->Deposit Timeline. 5. Captured is shown when you capture all or part of a 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 the list of the bookings scheduled for cancellation in Bookings -> Scheduled for Cancellation 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 add cleaning fee to direct bookings?
If you want to add a cleaning fee to your direct booking, you need to create a new rate plan for the booking engine (website) and admin. To do so, go to Listings-> Unit Types. Edit the unit type and scroll down to the Rate Plans and deselect Booking Engine and Admin. Finally Save and Close. add cleaning fee to direct bookings 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. add cleaning fee to direct bookings 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. The new rate plan will be shown as not active which means it is not connected to channels. add cleaning fee to direct bookings
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. verify guest ID
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: Step 1: Go to Booking view page, Step 2: Scroll down to Add-on Section, Step 3: Click on the cross at the end of the row of the add-on and disapprove it.    
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 the 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. Where can I see which emails or notifications have been sent to my guests- Zeevou  
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 move a guest from one property to another after check-in- Zeevou  
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 Extend. You can override the default rate by selecting 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 can I extend a booking after check-in- Zeevou  
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 Guest Verification section. If it is written Created in front of Terms and Conditions, it means Signable has already sent the terms and conditions. How do I know if Signable has sent T&C to the guest- Zeevou
How can I capture security deposit?
If your guest has damaged your property, you want to capture some or the whole amount of the security deposit. To do so, you should:
  1. Go to booking view page.
  2. Click on orange Finance button.
  3. Click on Capture Security Deposit.
  4. Choose the Penalty Type. You can define a Penalty Type in the Settings just for Security Deposit. Otherwise, you can choose Penalty.
  5. Associated Cost means how much is the actual cost of the damage. It is for your own financial report.
  6. Amount to Capture is the amount you want to capture from the security deposit.
  7. The Reason will populate the automated email sent to the guests informing them that you are charging them for the damage they have caused.
  8. At the end, click on Confirm.
You can only capture the security deposit only once. If you capture the security deposit through your payment gateway, you can just log the amount. Capturing security deposit   Capturing security deposit
What is the purpose of Send Notification button in booking view page?
In Inbox/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.
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. What is Auto Charge/ Auto Refund option- Zeevou 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 (You have to void the deposit and ask the 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 deducted from your account. What is Auto Charge/ Auto Refund option- Zeevou  
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 follows below 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.
Why I cannot save my preferred timing for Booking Config- Zeevou
How to breakdown the total price of a booking?
In the Booking view page, click on the Finance button and choose the Generate Partial Payment Link. How to breakdown the total price of a booking 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 to breakdown the total price of a booking  
How can I set up add-ons?
You can charge your guests for services or products with Add-ons. If you add the add-ons to the Rate Plans, guests will be charged automatically when they book directly. You can add them manually to the bookings too.
How to set an add-on
Step 1: Choose a name. For example, Deep Cleaning or Pet Fee Step 2: Select the Add-On Type Category from the dropdown. Step 3: Select the Related Expense Type from the dropdown. The Default Purchase Price will be recorded under this Expense Type in the financial reports. Step 4: Select the Charge Type from the dropdown. NOTE: Only ‘per night’ add-ons are added to the price pushed to channels. You cannot add other types of add-ons to rate plans that are synced to Channels. Step 5: Select the Price Type. For example, you can select “Percent of Total Price” for a tax add-on. NOTE: If you select Percent of Total Price, you should add Sale Percents Of Total Price (the amount you want to charge your guests) and Purchase Percents Of Total Price (your expense) 
Optional Features:
  • If you tick the boxes for Default for Nightly/ Weekly/ Monthly, it means when you make a new rate plan this Add-on type will be added automatically. Here you can set a default rate, but you can change it when you add a new rate plan in the unit type.
For Extended Bookings/ Split Bookings
NOTE: If you want to keep the add-on only for the original booking, don’t select any of the choices. However, if you want to add the add-on to the extended/split booking just select
If you select both choices, it means the add-on is removed from the main booking and is added to the extended on.
Step 6: Set the Default Rate Price. This is the amount you want to charge your guest for a service or a product.
Step 7: Set the
               
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.
  • Go to Pricing-> 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 (i.e. the 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:
  • Click 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, 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.
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, the guest will be asked for a security deposit as part of the Booking Confirmation Steps.
  1. 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.
  2. If Zeevou did not process the payment (i.e. 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 be displayed 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?
If you want to waive the security deposit of a certain booking, you should set the security deposit as zero. This way the system will consider the security deposit as pre-authorised.

Listings

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. How to add the ical link to the Grid and Export details- Zeevou
How can I get the iCal link of my property?
  1. Click on Listings and then click on Unit Types.
  2. Click on the Unit Type you want to export the availability for.
  3. Scroll down to iCal Link.
  4. Right click on the link to the right and click Copy link address.
  5. Paste the copied link in channel you want to export the availability to.
  How can I get the iCal link of my property- Zeevou    
  1. Click on Listings and then click on Units.
  2. Click on the Unit you want to export the availability for.
  3. Scroll down to iCal Link.
  4. Right click on the link to the right and click Copy link address.
  5. Paste the copied link in channel that you want to export the availability to.
How can I get the iCal link of my property- Zeevou
Export iCal
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.  How can I change the photos displayed on Booking Engine- Zeevou   How can I change the photos displayed on Booking Engine- Zeevou   How can I change the photos displayed on Booking Engine- Zeevou
How can I disconnect my property from channels?
Airbnb To remove the mapping of your property, you need to do the following.
  1. In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
  2. Look for the Channel Manager Config tab.
  3. Click on the Open tab.
  4. Click on Map in front of Airbnb
  5. Click on Unmap Listing sign and accept to proceed.How can I remove the mapping of my property- Zeevou
  6. Then click on the key in the black square
  7. Click on the Remove and accept to proceed.How can I remove the mapping of my property- Zeevou
Booking.com/ Agoda/ Expedia
  1. In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
  2. Look for the Channel Manager Config tab.
  3. Click on the Open tab.
  4. Click on the Key in front of the channel.
  5. Click on Remove.How can I remove the mapping of my property- Airbnb
HomeAway
  1. In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
  2. Look for the Channel Manager Config tab.
  3. Click on the Open tab.
  4. Click on Map in front of HomeAway.
  5. Click on Unmap Listing sign and accept to proceed.How can I remove the mapping of my property- Airbnb
After removing all the mappings of the property,  finalize the processes by clicking on Disconnect from Channels button.
How can I change cleaning fee for Airbnb?
Step 1: Go to Listings -> Property Step 2:Go to Channel Manager Config. Step 3: Click on orange Open button. Step 4: Click on “Map” in front of Airbnb. Step 5: Click on the edit sign.
    This image has an empty alt attribute; its file name is airbnb.png   Step 6:  A new pop up window appears. Step 7: Go to Listing Rooms Page and change the cleaning fee. changing cleaning fee for Airbnb
    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.
    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 Pricing-> Add-on Type. Then you can add it to the booking.
    How can I remove the imported iCal link?
    In Calendar -> 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 remove the imported iCal link- Zeevou
    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 Step 1: Go to  Pricing-> Rates & Availability -> Rates, Step 2: click on Create Nightly Rate button. Step 3: Select the rate plan on the left. Step 4: set the dates in From and To sections. Step5: set the Min Stay Note: You can set different Min Stay for different days of the week. Step 5: Save and close NOTE: 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. How can I delete a 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, the 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, the system will allow unit deletion. 
    Also, to delete a unit type, you need to first delete its associated unit, then the 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 the Unit Type view page, click on the Clone option. The Clone option will lead you to the Create Unit Type page in which all fields are filled based on the main unit type data, and you can change your preferred fields. How to duplicate a Unit Type How to duplicate a Unit Type  
    Why don’t housekeeping tasks appear on the mobile app?
    Make sure you have:
    1. set the profile of the housekeeper to enabled.
    2. set the availability of the housekeeper in their profile.
    3. allocated the housekeeper to the property.
    4. 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 Tasks-> Cleaning-> Upcoming Housekeeping Schedule
    Why is my property not appearing in search results on the website?
    Make sure you have:
    1. created a Country, City, Property, Unit Type, and a Unit. If no units have been added, nothing will show in search results.
    2. you have rates showing in Rates & Availability Calendar under Calendar.
    How do I deactivate a unit or a property?
    1. Remove all the mappings with the channels. After removing all the mappings of the property, finalise the processes by clicking on the Disconnect from Channels button.
    2. Mark all your bookings’ status of the property or unit as Cancelled or Checked out.
    3. In the property page, click on the Deactivate Property button if you want to deactivate the entire property, or in the Unit page, click on the Deactivate button if you want to deactivate only a unit.
    Please note that if you deactivate a unit or property, the system only deactivates it and does not automatically eliminate it from your contract.  If you wish to reduce the number of licenses that you are required to pay for, please Raise a Hand and inform us of the deactivation. 
    How can I set up add-ons?
    You can charge your guests for services or products with Add-ons. If you add the add-ons to the Rate Plans, guests will be charged automatically when they book directly. You can add them manually to the bookings too.
    How to set an add-on
    Step 1: Choose a name. For example, Deep Cleaning or Pet Fee Step 2: Select the Add-On Type Category from the dropdown. Step 3: Select the Related Expense Type from the dropdown. The Default Purchase Price will be recorded under this Expense Type in the financial reports. Step 4: Select the Charge Type from the dropdown. NOTE: Only ‘per night’ add-ons are added to the price pushed to channels. You cannot add other types of add-ons to rate plans that are synced to Channels. Step 5: Select the Price Type. For example, you can select “Percent of Total Price” for a tax add-on. NOTE: If you select Percent of Total Price, you should add Sale Percents Of Total Price (the amount you want to charge your guests) and Purchase Percents Of Total Price (your expense) 
    Optional Features:
    • If you tick the boxes for Default for Nightly/ Weekly/ Monthly, it means when you make a new rate plan this Add-on type will be added automatically. Here you can set a default rate, but you can change it when you add a new rate plan in the unit type.
    For Extended Bookings/ Split Bookings
    NOTE: If you want to keep the add-on only for the original booking, don’t select any of the choices. However, if you want to add the add-on to the extended/split booking just select
    If you select both choices, it means the add-on is removed from the main booking and is added to the extended on.
    Step 6: Set the Default Rate Price. This is the amount you want to charge your guest for a service or a product.
    Step 7: Set the
                   
    What do some options in Property mean?
    What do some options in Property mean- Zeevou
    • “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.
    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.
    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 you don’t have many units under a unit type, you can copy the iCal link of the unit type.
    1. Click on Listings and then click on Unit Types.
    2. Click on the Unit Type you want to export the availability for.
    3. Scroll down to iCal Link.
    4. Right-click on the link to the right and click Copy link address.
    5. Paste the copied link in the channel you want to export the availability to.
      How do I export an iCal from Zeevou and import it into another site- Zeevou    
    1. Click on Listings and then click on Units.
    2. Click on the Unit you want to export the availability for.
    3. Scroll down to iCal Link.
    4. Right-click on the link to the right and click Copy link address.
    5. Paste the copied link in the channel that you want to export the availability to.
    How do I export an iCal from Zeevou and import it into another site- Zeevou
    Paste the copied link into the OTA/listing site/Google Calendar that you are trying to export the events too.
    Instructions for HomeAway: https://help.homeaway.com/articles/How-do-I-import-my-iCal-or-Google-calendar

    Notifications

    What is Customise Plain Text Version in Templates?
    Sometimes the devices of the recipients do not support HTML versions. In such cases, if you have activated the Plain Text Version of the template, the plain text will replace the HTML version automatically. In Inbox->Templates, there is an option called
    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, below, you can use the 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  the 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-> Guest Payments-> Payment Reminders.    
    How can I export emails of my guests?
    In order to export your previous guests’ emails: Step 1: Go to Contacts. Step 2: Click on Guest . Step 3: You can modify the grid by the filters and the grid sign and choose the info you want to see. Step 4: Click on Export Grid. Step 5: Choose the format of the file (CSV or XLSX). Step 6: The file will be sent to your email address. How can I export emails of my guests at Zeevou How can I export emails of my guests at Zeevou
    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. change the confirm booking button colour in the template at Zeevou  
    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. How can I check my final version of email templates  
    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 the 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. Where can I see which emails or notifications have been sent to my guests- Zeevou  
    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. How can I send an automated notification manually- Zeevou 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 Inbox-> 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 can I send an automated notification manually- Zeevou   How can I send an automated notification manually- Zeevou  
    What is the purpose of Send Notification button in booking view page?
    In Inbox/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, and the images you may have added, exceeds 1 MB, the content of the email will not be shown to the recipient.
    How can I create an automated email or SMS trigger rule based on custom conditions?
    1. To create a trigger rule for an email or SMS, go to Inbox-> Trigger Rules.
    2. Click on Create Trigger Rules
    3. Choose a title for the Trigger.
    4. Make sure it is active. (if you want to deactivate one trigger rule and stop an email you can take the tick off).
    5. Set your conditions. To read more and see the screenshots please look at this page.
    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.   How do I change the email address that a notification goes to- Zeevou
    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.

    Integrations

    What is Guidebook URL?
    In the Edit mode of Property and Booking, there is a field called Guidebook URL. You can set a URL in this field and use it in API Calls. This field is also available in Inbox-> Templates through the below entities: Booking Guidebook URL: {{ entity.guidebookUrl }} Property Guidebook URL: {{ entity.property.guidebookUrl }} Note: In API Calls, the system uses the Property Guidebook URL by default unless you set a link in a Booking Guidebook URL that would override the Property Guidebook URL.
    How can I activate OAuth Authentication?
    To activate OAuth Authentication, follow below steps: 1. In Contacts -> Staff-> Profiles, create a new staff or select from the current ones. Please note that based on the role of your selected staff, the access of the authentication will differ. Organisation Admin role has the access to all fields. 2. Under Authentication title, click on Add Authentication button. 3. In the opened pop up, you can set your preferred Application Name and tick the Active box. activating OAuth Authentication- Zeevou hub4. When you click on Save button, a new pop up appears that provides the Client ID and Client Secret. 5. You can copy the provided details and use it in your preferred API Call. activating OAuth Authentication- Zeevou hub
    Where can I see IDs taken by Signable?
    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 can I set when the Signable email is sent- Zeevou  
    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 Guest Verification section. If it is written Created in front of Terms and Conditions, it means Signable has already sent the terms and conditions. How do I know if Signable has sent T&C to the guest- Zeevou
    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. What is Auto Charge/ Auto Refund option- Zeevou 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 (You have to void the deposit and ask the 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 deducted from your account. What is Auto Charge/ Auto Refund option- Zeevou  
    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 to 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 Signable email, 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 customise 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. How does the integration with Signable work- Zeevou The system considers each choice as it should include all its above choices.
    For example, if you set Signable to be sent After Guest Information Confirmed, the system won’t send it unless the booking confirmation email is sent and guest information is confirmed. Also, If you set Signable to be sent After Payment Paid, the system won’t send it unless the booking confirmation email is sent and guest information is confirmed, and payment is paid.
    How can I disconnect from Xero?
    Under 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.
    How can I post an invoice manually- Zeevou
    • View all Guest Invoices:
    How can I post an invoice manually- Zeevou
    • From the Finances menu, choose Invoices. To post an invoice to Xero, select an invoice from the list of generated invoices and go to view mode.
    How can I post an invoice manually- Zeevou
    • Click on Post to Xero.
    How can I post an invoice manually- Zeevou
    • 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.
    How can I post an invoice manually- Zeevou
    • 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, the guest will be asked for a security deposit as part of the Booking Confirmation Steps.
    1. 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.
    2. If Zeevou did not process the payment (i.e. 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 be displayed 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.

    Finances

    How Can I Recalculate My Monthly Profit Report?
    If you change a Deal Template or an Investor Deal and you want to apply the changes to your MPR (Monthly Profit Report), you can do it in two different levels; for one specific Investor Deal or for all the Investor Deals under the Deal Template. Calculating an Investor Deal: Step 1: Go to Contacts-> Investor Deal. Step 2: Open the Investor Deal Step 3: Click on Calculate MPR. Step 4: Choose the month and the year of the MPR you want to recalculate. NOTE: You can see the progress of the process in the Financial Message Queue. How Can I Recalculate My Monthly Profit Report- Zeevou hub Calculating All the Investor Deals under the Deal Template: Step 1: Go to Contacts-> Deal Template. Step 2: Open the Deal Template. Step 3: Click on Calculate MPR. Step 4: Choose the month and the year of the MPRs you want to recalculate.  
    How can I add an expense?
    In order to create an expense in Zeevou, you need to define your Expense Types first. For example, electricity, WIFI, gardening, etc. Step 1: Go to Setting->Finance -> Expense Type Step 2:  Click on Create Expenses Type. Step 3: Choose the name of the Expense Type. Step 4: Keep the Deal Element as Expenses. Step 5: If you use Xero, you can map the expense to the account in Xero. Step 6: Click on Save and Close. How can I add an expense Zeevou hub Now that you have different types of Expense, you can create expenses for your properties. Step 1: Go to Finances-> Expenses and click on Create Expense. Step 2: Add a Service Provider. They are the companies that have already been added in Contacts-> Staffs-> Zeevou Companies. (It is optional) Step 3: Choose the Expense Type and the Total Amount. If the expense is for more than a month, the expense will be calculated pro-rata in the Monthly Profit Report. Step 4: Choose the period when the expense happened. Step 5: Choose the Allocation Level. If it is an expense for the whole building, choose Property. Otherwise, select Property Unit and then choose the Unit Type and the Unit. How can I add an expense Zeevou hub Recurrent Expense: If you want to create an expense that is repeated, such as WIFI, create one expense and save it. Then, click on Custom Recurrence. Here you can select how often the expense should be repeated. For example, if it is a monthly expense, you can set 1 month. You can choose when you want to end the expense. If you choose Never, the expense will be created for the next four years. You can choose the date the expense ends or the number of occurrences. How can I add an expense Zeevou hub
    How can I have separate invoices for cloned bookings?
    You can use Clone option, if you want to make a booking for your privious guest. This way you don’t need to enter all the details from scratch. You may prefer to create separate invoices for the upcoming bookings. Step 1: In Settings-> Organisation Configuration, under Invoice & Xero Configuration, select Generate Separated Invoice for Cloned Bookings box. Step 2: Click on Save button. Separated Invoice for Cloned Bookings box Zeevou Step 3: After enabling the option in Organisation Configuration, , separate invoices will be generated when you clone a booking. Step 4: On the booking page, click under the orange button Finance and Download PDF Invoice option to have access to invoices in one PDF file. NOTE: You also have access to separate PDF files of the invoices under the orange button Finance and Guest Invoices and you can send them separately to the guest. 
    How can I edit a Completed or Posted invoice?
    If the invoice status is Completed, to add any new changes to it, there are some steps you need to follow: 1. In Finances-> Invoices, open the desired invoice page. 2. Click on Change to Draft button. 3. Add the new changes to the booking. 4. Then come back to the invoice page, and click on Re-generate button. invoice page Zeevou hub If you have already Posted the invoice to Xero, to add new changes, you need to follow below steps: 1. In Finances-> Invoices, open the desired invoice page. 2. Click on Void button. 3. Add the new changes to the booking. 4. In the invoice page, click on Re-generate button. 5. Click on Post to Xero button. Guest Invoices, open the desired invoice page Zeevou hub
    How can I have recurring invoices for long-term bookings?
    For your long-term bookings, you may prefer to create monthly or weekly invoices. Step 1: In Settings-> Organisation Configuration, under Invoice & Xero Configuration title, tick Enable Recurring Invoice box. Step 2: Specify whether you would like to have recurring invoices on Monthly or Weekly bases. Step 3: Choose whether you would like system to consider the First Day of  Month/Week or Start Day of Booking as the start day of monthly or weekly cycles. Step 4: Click on Save button. How can I have split invoices for long bookings on ZeevouStep 5: After enabling the option in Organisation Configuration, you will have access to it in the booking view page under the Finance button. Step 6. In booking page, click on Finance -> Recurring Invoice option. Step 7: Scroll down to Recurring Invoices section and click on Update Breakdown. You will see the created invoices in this section. NOTE: If any Add-on is added to the booking, you can click on Update Breakdown button to update the details. How can I have split invoices for long bookings on Zeevou NOTE: You can also find the recurrent invoices in Finances-> Invoices together with the invoice of the whole booking. NOTE: When you open recurrent invoice page (either through the booking page or  Finances-> Guest Invoices), you can click on Post to Xero button to post the Completed invoice to Xero.
    What does different invoice status mean?
    In Finances -> 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 finalizedyou 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 can I log a 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 Security Deposit Charge 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. Security Deposit Charges- Zeevou Hub
    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. set a corporate as the recipient of the invoice- Zeevou 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. set a corporate as the recipient of the invoice- Zeevou  
    set a corporate as the recipient of the invoice- Zeevou
    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 guests’ arrivals. To log a payment for the guest, in Contacts-> Guests -> Individuals, choose the guest and click on +Payment button at the top right of the page. In what order the payments are allocated- Zeevou
    How to cancel a booking, refund the guest and cancel the security deposit?
    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 and enter the amount to want to refund. – If you have already refunded the guest directly through the payment gateway and only want to log the refund, click on Log Refund option. Then enter the amount. How to cancel a booking and refund the guest- Zeevou To release the pre-authourised security deposit sooner, you can click on the 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. How to cancel a booking and refund the guest- Zeevou Refunding the guest, to cancel the booking, click on the 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 on that channel. Zeevou will sync with the channel and update the availability.
    What is Payment Reminder notification?
    In the booking view page, if the booking is unpaid, you can click on Finance button and choose  the 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-> Guest Payments-> Payment Reminders.    
    What are the status of security deposit?
    There are Five main status for security deposit: Not-authourised, Awaiting Authorisation (Link), Pre-authorised, Released, and Captured. 1. Not-authorised is shown for the below conditions: – Not-authorised is shown when the deposit has not been authorised. Guests may not have attempted to authorise the deposit or their attempts were not successful.  – Not-authorised (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 authorised on the specified date. – Not-authorised (not applicable) is shown when the deposit amount is zero. – Not-authorised (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 Authorisation (Link) is shown when the link is available but the guest has not authorised the deposit yet. 3.  Pre-authorised is shown when the deposit is authorised. 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- Authorisation Point on booking date, depends on the interval between Pre-Authorisation and guest arrival, you may have authorised 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 is released based on your setting in Settings->Organisation Configuration->Deposit Timeline. 5. Captured is shown when you capture all or part of a 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: Step 1: Go to Booking view page, Step 2: Scroll down to Add-on Section, Step 3: Click on the cross at the end of the row of the add-on and disapprove it.    
    How can I capture security deposit?
    If your guest has damaged your property, you want to capture some or the whole amount of the security deposit. To do so, you should:
    1. Go to booking view page.
    2. Click on orange Finance button.
    3. Click on Capture Security Deposit.
    4. Choose the Penalty Type. You can define a Penalty Type in the Settings just for Security Deposit. Otherwise, you can choose Penalty.
    5. Associated Cost means how much is the actual cost of the damage. It is for your own financial report.
    6. Amount to Capture is the amount you want to capture from the security deposit.
    7. The Reason will populate the automated email sent to the guests informing them that you are charging them for the damage they have caused.
    8. At the end, click on Confirm.
    You can only capture the security deposit only once. If you capture the security deposit through your payment gateway, you can just log the amount. Capturing security deposit   Capturing security deposit
    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. What is Auto Charge/ Auto Refund option- Zeevou 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 (You have to void the deposit and ask the 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 deducted from your account. What is Auto Charge/ Auto Refund option- Zeevou  
    How can I disconnect from Xero?
    Under 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.
    How can I post an invoice manually- Zeevou
    • View all Guest Invoices:
    How can I post an invoice manually- Zeevou
    • From the Finances menu, choose Invoices. To post an invoice to Xero, select an invoice from the list of generated invoices and go to view mode.
    How can I post an invoice manually- Zeevou
    • Click on Post to Xero.
    How can I post an invoice manually- Zeevou
    • 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.
    How can I post an invoice manually- Zeevou
    • 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 to breakdown the total price of a booking?
    In the Booking view page, click on the Finance button and choose the Generate Partial Payment Link. How to breakdown the total price of a booking 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 to breakdown the total price of a booking  
    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, the guest will be asked for a security deposit as part of the Booking Confirmation Steps.
    1. 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.
    2. If Zeevou did not process the payment (i.e. 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 be displayed 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.
    What are the invoicing options in the investor deals?
    Invoicing options:
    1. 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.
    2. TOMS: This is a special VAT scheme for EU countries.
    3. Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies to your total turnover.

    Rates

    How can I set a different rate for my website or direct booking?
    If you want to set a different rate for your website or direct booking from what you have set for the channels, you should make a new rate plan. Go to Listings-> Unit Types click on Edit and scroll down to Rate Plan. When you create a rate plan just for the website and admin, you should select Booking Engine and Admin in the Apply To to section. Booking Engine and Admin in the Apply To to section on Zeevou Hub Please make sure that in the rate plan created for channels only that Channels should be selected. rate plan created for channels only that Channels should be selected on Zeevou Hub
    Why can’t I see my previous Rates and Availability logs?
    After a month, all rates are archived in order to enhance the performance and speed.  You are able to view the archived rates in Pricing -> Rates & Availability /Archived Rate. In addition, to enhance the system performance, availability logs aren’t available after one month.
    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 Pricing-> Add-on Type. 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 a cleaning fee to your direct booking, you need to create a new rate plan for the booking engine (website) and admin. To do so, go to Listings-> Unit Types. Edit the unit type and scroll down to the Rate Plans and deselect Booking Engine and Admin. Finally Save and Close. add cleaning fee to direct bookings 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. add cleaning fee to direct bookings 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. The new rate plan will be shown as not active which means it is not connected to channels. add cleaning fee to direct bookings
    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: Step 1: Go to Booking view page, Step 2: Scroll down to Add-on Section, Step 3: Click on the cross at the end of the row of the add-on and disapprove it.    
    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. How to change rates or Min Stay on Rates and Availability Calendar- Zeevou 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 are being sent to channels, please go to Calendar -> Rates and Availability Calendar. How to change rates or Min Stay on Rates and Availability Calendar- Zeevou  
    How can I remove the blocked dates?
    In order to remove the blocked dates and make your property available, there are two ways: Step 1: Calendar -> Overall Occupancy Calendar Step 2: Click on the blocked date and select “Edit.” Step 3:Then delete the blocked date. Or go to Calendar -> 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 can I remove the blocked dates? zeevou hub
    How can I block dates on my availability calendar?
    In order to block certain dates on your calendar go to Calendar -> Blocked Dates -> Create Blocked Dates Choose the property/unit and set the dates and time. You can add a reason for your future reference. How can I block dates on my availability calendar- Zeevou  
    Why are the changes I made in Rates not being applied to the Channels?
    If your rates are not being sent to a channel you should check if the rate plan has been connected to that channel. You can check it in the Listings->property->Channel Manager Config and see if the correct rate plan has been mapped to the channel or not. Note: You can find the name of the Rate Plan in the Rates and Availability Calendar.  
    How can I remove the imported iCal link?
    In Calendar -> 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 remove the imported iCal link- Zeevou
    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 Step 1: Go to  Pricing-> Rates & Availability -> Rates, Step 2: click on Create Nightly Rate button. Step 3: Select the rate plan on the left. Step 4: set the dates in From and To sections. Step5: set the Min Stay Note: You can set different Min Stay for different days of the week. Step 5: Save and close NOTE: 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?
    You can charge your guests for services or products with Add-ons. If you add the add-ons to the Rate Plans, guests will be charged automatically when they book directly. You can add them manually to the bookings too.
    How to set an add-on
    Step 1: Choose a name. For example, Deep Cleaning or Pet Fee Step 2: Select the Add-On Type Category from the dropdown. Step 3: Select the Related Expense Type from the dropdown. The Default Purchase Price will be recorded under this Expense Type in the financial reports. Step 4: Select the Charge Type from the dropdown. NOTE: Only ‘per night’ add-ons are added to the price pushed to channels. You cannot add other types of add-ons to rate plans that are synced to Channels. Step 5: Select the Price Type. For example, you can select “Percent of Total Price” for a tax add-on. NOTE: If you select Percent of Total Price, you should add Sale Percents Of Total Price (the amount you want to charge your guests) and Purchase Percents Of Total Price (your expense) 
    Optional Features:
    • If you tick the boxes for Default for Nightly/ Weekly/ Monthly, it means when you make a new rate plan this Add-on type will be added automatically. Here you can set a default rate, but you can change it when you add a new rate plan in the unit type.
    For Extended Bookings/ Split Bookings
    NOTE: If you want to keep the add-on only for the original booking, don’t select any of the choices. However, if you want to add the add-on to the extended/split booking just select
    If you select both choices, it means the add-on is removed from the main booking and is added to the extended on.
    Step 6: Set the Default Rate Price. This is the amount you want to charge your guest for a service or a product.
    Step 7: Set the
                   
    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.
    • Go to Pricing-> 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 (i.e. the 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:
    • Click 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, 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:
    1. 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.
    2. TOMS: This is a special VAT scheme for EU countries.
    3. Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies to your total turnover.

    Users

    How to create Zeevou Corporations?
    To create a Corporate go to Contacts-> Guests -> Corporation .
    1. Click on Create Corporation button.
    2. In the opened page, set a Name for the corporation.
    3. Add any desired Description.
    4. Set the corporation Fax number.
    5. Specify the VAT Number of the corporate.
    6. Make sure you enter a valid email address for the corporate Email field.
    7. 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.
    8. You can add Phone number.
    9. You can include the corporate Address.
    10. Click on Save and Close button.
    How to create Zeevou Corporations- Zeevou  
    How can I install housekeeping mobile app?
    Note: please open this page on your mobile phone and then proceed.
    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 Contacts-> Staff -> Profiles -> Create 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. NOTE:  you can create a username and password for your housekeeper in Contacts-> Staff  – >Profiles-> Create Staff. How can I install Zeevou housekeeping mobile app  
    How can I export emails of my guests?
    In order to export your previous guests’ emails: Step 1: Go to Contacts. Step 2: Click on Guest . Step 3: You can modify the grid by the filters and the grid sign and choose the info you want to see. Step 4: Click on Export Grid. Step 5: Choose the format of the file (CSV or XLSX). Step 6: The file will be sent to your email address. How can I export emails of my guests at Zeevou How can I export emails of my guests at Zeevou
    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 log in, 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. verify guest ID
    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.
    NOTE: You may not have registered the username in Zeevou, but another organisation might have. For example, one housekeeper may work for two organisations. In that case, she/he can’t use one email address for both organisations.
    Why housekeeping tasks were not assigned automatically?
    The system assigns cleaning tasks only when all the below conditions are met:
    – Cleaner profile has been created in Contacts-> Staff -> profiles.
    – The property is assigned to the cleaner in the view mode of Cleaner Profile or in Listings->Properties, the housekeeper has been added to the property. Why housekeeping tasks were not assigned automatically- Zeevou Why housekeeping tasks were not assigned automatically- ZeevouCalendar Template of the cleaner is filled in the Edit mode of the cleaner profile and it is saved. This calendar shows the time the cleaner is available to do the tasks. – Please note that the server begins to assign housekeeping tasks automatically 30 days or less before their start date. When tasks are assigned to the cleaners, they can see them on their app, however, notifications are sent only when Provisional status of the tasks changes to Confirmed. At present, Provisional status changes to Confirmed automatically one day before start date of task. In Upcoming Housekeeping Schedules, you can manually use in-line edit option and change tasks’ status from Provisional to Confirmed. 
    – If you would like to reassign a task manually, please find the task in Tasks-> Cleaning ->Upcoming Housekeeping Schedule (limited to next week tasks) or Operations->Housekeeping Schedule (include all tasks), click on the Reassign option, make the changes, and Save them. Why housekeeping tasks were not assigned automatically- Zeevou NOTE: the task Earliest Start is set based on the last check-out time or the default check-out time of that day and task Latest Start is determined by the next check-in time minus Average Housekeeping Time set in Unit Type.
    Why don’t housekeeping tasks appear on the mobile app?
    Make sure you have:
    1. set the profile of the housekeeper to enabled.
    2. set the availability of the housekeeper in their profile.
    3. allocated the housekeeper to the property.
    4. 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 Tasks-> Cleaning-> Upcoming Housekeeping Schedule
    How do I inform housekeepers of their cleans?
    Visit Contacts-> Staff -> Profiles, and create a profile for each housekeeper by clicking on Create 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 to hub.zeevou.com.
    What are the invoicing options in the investor deals?
    Invoicing options:
    1. 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.
    2. TOMS: This is a special VAT scheme for EU countries.
    3. Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies to your total turnover.

    Connecting to Channels

    How do VCC cards work?
    For bookings that come to Zeevou from Booking.com, Expedia, and Agoda and whose Collection Type is Channel Collect, the details of VCC will be saved in Zeevou. On the activation date of the card provided by the channel, the system will try to charge the booking amount from the card. If successful, the payment status of the booking is automatically updated to paid and the credit note is voided. The payment status will change from Credit to Paid in the Price Breakdown on the Booking Page and from OTA Credit to Credit Card under Payment title. NOTE: The system will attempt to charge the amount once every 24 hours following the activation date of the card. For No Show and Cancelled bookings, the system will not try to withdraw any amount from the credit card.
    How can I move a guest from Airbnb from one property to another?
    If you want to move a booking to another unit for an Airbnb booking, you should do it in Airbnb rather than Zeevou. You can read further on how you can apply the changes here.
    How can I get the iCal link of my property?
    1. Click on Listings and then click on Unit Types.
    2. Click on the Unit Type you want to export the availability for.
    3. Scroll down to iCal Link.
    4. Right click on the link to the right and click Copy link address.
    5. Paste the copied link in channel you want to export the availability to.
      How can I get the iCal link of my property- Zeevou    
    1. Click on Listings and then click on Units.
    2. Click on the Unit you want to export the availability for.
    3. Scroll down to iCal Link.
    4. Right click on the link to the right and click Copy link address.
    5. Paste the copied link in channel that you want to export the availability to.
    How can I get the iCal link of my property- Zeevou
    Export iCal
    How can I get my guests’ emails from Airbnb?
    If you want to get your guest’s email alias from Airbnb, you should fill out their attestation form.
    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 disconnect my property from channels?
    Airbnb To remove the mapping of your property, you need to do the following.
    1. In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
    2. Look for the Channel Manager Config tab.
    3. Click on the Open tab.
    4. Click on Map in front of Airbnb
    5. Click on Unmap Listing sign and accept to proceed.How can I remove the mapping of my property- Zeevou
    6. Then click on the key in the black square
    7. Click on the Remove and accept to proceed.How can I remove the mapping of my property- Zeevou
    Booking.com/ Agoda/ Expedia
    1. In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
    2. Look for the Channel Manager Config tab.
    3. Click on the Open tab.
    4. Click on the Key in front of the channel.
    5. Click on Remove.How can I remove the mapping of my property- Airbnb
    HomeAway
    1. In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
    2. Look for the Channel Manager Config tab.
    3. Click on the Open tab.
    4. Click on Map in front of HomeAway.
    5. Click on Unmap Listing sign and accept to proceed.How can I remove the mapping of my property- Airbnb
    After removing all the mappings of the property,  finalize the processes by clicking on Disconnect from Channels button.
    How can I change cleaning fee for Airbnb?
    Step 1: Go to Listings -> Property Step 2:Go to Channel Manager Config. Step 3: Click on orange Open button. Step 4: Click on “Map” in front of Airbnb. Step 5: Click on the edit sign.
      This image has an empty alt attribute; its file name is airbnb.png   Step 6:  A new pop up window appears. Step 7: Go to Listing Rooms Page and change the cleaning fee. changing cleaning fee for Airbnb
      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 the list of the bookings scheduled for cancellation in Bookings -> Scheduled for Cancellation Scheduled for Cancellation
      How can I remove the blocked dates?
      In order to remove the blocked dates and make your property available, there are two ways: Step 1: Calendar -> Overall Occupancy Calendar Step 2: Click on the blocked date and select “Edit.” Step 3:Then delete the blocked date. Or go to Calendar -> 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 can I remove the blocked dates? zeevou hub
      How can I block dates on my availability calendar?
      In order to block certain dates on your calendar go to Calendar -> Blocked Dates -> Create Blocked Dates Choose the property/unit and set the dates and time. You can add a reason for your future reference. How can I block dates on my availability calendar- Zeevou  
      Why are the changes I made in Rates not being applied to the Channels?
      If your rates are not being sent to a channel you should check if the rate plan has been connected to that channel. You can check it in the Listings->property->Channel Manager Config and see if the correct rate plan has been mapped to the channel or not. Note: You can find the name of the Rate Plan in the Rates and Availability Calendar.  
      How can I remove the imported iCal link?
      In Calendar -> 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 remove the imported iCal link- Zeevou
      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 OTAs like Expedia, Booking.com & Airbnb support 500 days of updates.
      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 Step 1: Go to  Pricing-> Rates & Availability -> Rates, Step 2: click on Create Nightly Rate button. Step 3: Select the rate plan on the left. Step 4: set the dates in From and To sections. Step5: set the Min Stay Note: You can set different Min Stay for different days of the week. Step 5: Save and close NOTE: 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.    
      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. Why can’t I finalise the mapping with Booking.com- Zeevou
      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 send you back the token 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 you don’t have many units under a unit type, you can copy the iCal link of the unit type.
      1. Click on Listings and then click on Unit Types.
      2. Click on the Unit Type you want to export the availability for.
      3. Scroll down to iCal Link.
      4. Right-click on the link to the right and click Copy link address.
      5. Paste the copied link in the channel you want to export the availability to.
        How do I export an iCal from Zeevou and import it into another site- Zeevou    
      1. Click on Listings and then click on Units.
      2. Click on the Unit you want to export the availability for.
      3. Scroll down to iCal Link.
      4. Right-click on the link to the right and click Copy link address.
      5. Paste the copied link in the channel that you want to export the availability to.
      How do I export an iCal from Zeevou and import it into another site- Zeevou
      Paste the copied link into the OTA/listing site/Google Calendar that you are trying to export the events too.
      Instructions for HomeAway: https://help.homeaway.com/articles/How-do-I-import-my-iCal-or-Google-calendar

      Calendar

      Why can’t I see my previous Rates and Availability logs?
      After a month, all rates are archived in order to enhance the performance and speed.  You are able to view the archived rates in Pricing -> Rates & Availability /Archived Rate. In addition, to enhance the system performance, availability logs aren’t available after one month.
      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.
      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 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. How to change rates or Min Stay on Rates and Availability Calendar- Zeevou 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 are being sent to channels, please go to Calendar -> Rates and Availability Calendar. How to change rates or Min Stay on Rates and Availability Calendar- Zeevou  
      How can I remove the blocked dates?
      In order to remove the blocked dates and make your property available, there are two ways: Step 1: Calendar -> Overall Occupancy Calendar Step 2: Click on the blocked date and select “Edit.” Step 3:Then delete the blocked date. Or go to Calendar -> 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 can I remove the blocked dates? zeevou hub
      How can I block dates on my availability calendar?
      In order to block certain dates on your calendar go to Calendar -> Blocked Dates -> Create Blocked Dates Choose the property/unit and set the dates and time. You can add a reason for your future reference. How can I block dates on my availability calendar- Zeevou  
      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 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 you don’t have many units under a unit type, you can copy the iCal link of the unit type.
      1. Click on Listings and then click on Unit Types.
      2. Click on the Unit Type you want to export the availability for.
      3. Scroll down to iCal Link.
      4. Right-click on the link to the right and click Copy link address.
      5. Paste the copied link in the channel you want to export the availability to.
        How do I export an iCal from Zeevou and import it into another site- Zeevou    
      1. Click on Listings and then click on Units.
      2. Click on the Unit you want to export the availability for.
      3. Scroll down to iCal Link.
      4. Right-click on the link to the right and click Copy link address.
      5. Paste the copied link in the channel that you want to export the availability to.
      How do I export an iCal from Zeevou and import it into another site- Zeevou
      Paste the copied link into the OTA/listing site/Google Calendar that you are trying to export the events too.
      Instructions for HomeAway: https://help.homeaway.com/articles/How-do-I-import-my-iCal-or-Google-calendar

      Operations

      How can I finalise a booking?
      When you finalise a booking, the status is set to Finalised, the security deposit is released, the invoice is marked as Completed and is posted it to your accounting software like Xero if you have connected one. As of this point, the booking becomes uneditable. To finalise a booking, follow the steps below: Step 1: Go to Tasks->Departures. Step 2: In the Checked Out section, click on the tick at the end of the row of the booking. NOTE: If you haven’t ticked Auto Check-Out Bookings box in Organisation Confuguration, you will need to manually check bookings out before you can finalise them. You can check a guest out by clicking on the sign on the right of the row in the grid titled Pending Check-out.  You can then finalise the booking by clicking the symbol in the right of the row under the Checked-out grid.  
      How can I install housekeeping mobile app?
      Note: please open this page on your mobile phone and then proceed.
      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 Contacts-> Staff -> Profiles -> Create 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. NOTE:  you can create a username and password for your housekeeper in Contacts-> Staff  – >Profiles-> Create Staff. How can I install Zeevou housekeeping mobile app  
      Why housekeeping tasks were not assigned automatically?
      The system assigns cleaning tasks only when all the below conditions are met:
      – Cleaner profile has been created in Contacts-> Staff -> profiles.
      – The property is assigned to the cleaner in the view mode of Cleaner Profile or in Listings->Properties, the housekeeper has been added to the property. Why housekeeping tasks were not assigned automatically- Zeevou Why housekeeping tasks were not assigned automatically- ZeevouCalendar Template of the cleaner is filled in the Edit mode of the cleaner profile and it is saved. This calendar shows the time the cleaner is available to do the tasks. – Please note that the server begins to assign housekeeping tasks automatically 30 days or less before their start date. When tasks are assigned to the cleaners, they can see them on their app, however, notifications are sent only when Provisional status of the tasks changes to Confirmed. At present, Provisional status changes to Confirmed automatically one day before start date of task. In Upcoming Housekeeping Schedules, you can manually use in-line edit option and change tasks’ status from Provisional to Confirmed. 
      – If you would like to reassign a task manually, please find the task in Tasks-> Cleaning ->Upcoming Housekeeping Schedule (limited to next week tasks) or Operations->Housekeeping Schedule (include all tasks), click on the Reassign option, make the changes, and Save them. Why housekeeping tasks were not assigned automatically- Zeevou NOTE: the task Earliest Start is set based on the last check-out time or the default check-out time of that day and task Latest Start is determined by the next check-in time minus Average Housekeeping Time set in Unit Type.
      Why don’t housekeeping tasks appear on the mobile app?
      Make sure you have:
      1. set the profile of the housekeeper to enabled.
      2. set the availability of the housekeeper in their profile.
      3. allocated the housekeeper to the property.
      4. 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 Tasks-> Cleaning-> Upcoming Housekeeping Schedule
      How do I inform housekeepers of their cleans?
      Visit Contacts-> Staff -> Profiles, and create a profile for each housekeeper by clicking on Create 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 to hub.zeevou.com.

      Website

      How can I change the name of my company in my invoices and website?
      To change the name of your company in your invoices and website, please consider changing below fields: In Settings-> Organisation Configuration, you can edit the below fields: – Brand Name – Display Email – Web Address – Registered Company Name – Sender name – Invoice Footer – Email Signature In Marketing-> Design Customization, you can update below fields: – Page Title -Footer Content Top – Footer Content Bottom – Logo – Favicon -SEO Friendly Title – Facebook Title – Twitter Title  
      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.  How can I change the photos displayed on Booking Engine- Zeevou   How can I change the photos displayed on Booking Engine- Zeevou   How can I change the photos displayed on Booking Engine- Zeevou
      How can I add cleaning fee to direct bookings?
      If you want to add a cleaning fee to your direct booking, you need to create a new rate plan for the booking engine (website) and admin. To do so, go to Listings-> Unit Types. Edit the unit type and scroll down to the Rate Plans and deselect Booking Engine and Admin. Finally Save and Close. add cleaning fee to direct bookings 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. add cleaning fee to direct bookings 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. The new rate plan will be shown as not active which means it is not connected to channels. add cleaning fee to direct bookings
      Why is my property not appearing in search results on the website?
      Make sure you have:
      1. created a Country, City, Property, Unit Type, and a Unit. If no units have been added, nothing will show in search results.
      2. you have rates showing in Rates & Availability Calendar under Calendar.
      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.
      • Go to Pricing-> 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 (i.e. the 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:
      • Click 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, 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.

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