Have you joined Zeevou community? Then, here’s a vault of questions and short answers to help you master the system and seamlessly manage, automate and scale your short-term rentals.
When we receive a Risk-Free Reservation from Booking.com, we set the Payment Collection Type to Risk-Free.
If the guest stays or the Risk-Free policy expires, Booking.com will charge the guest if it is a Channel Collect booking, and we will display this accordingly. However, if Booking.com indicates to us at this stage that it is a Host Collect booking, the payment status will change to Unpaid and the guest can pay through the payment link.
If you want Zeevou to send a reminder to your guests to pay you via the link, you should activate the Risk-Free Booking Payment Notification trigger rule on the Trigger Rule page.
NOTE: You can check the cancellation policy of a risk-free booking on the Reservations page in the extranet. Click on the booking number of the risk-free booking you’re interested in, then scroll down to the Policies section.
How can I pay my invoice?
If you have an outstanding invoice and you need to pay, please follow the following steps: Step 1: Click on your name on the top right corner of the page, click on your name and select Account. Step 2: Go to Contract and and click on your contract. Then, click on the Pay Invoice button.
Step 3: If you have a saved card, you will see a list of your cards. You can choose one of them. And click on the three dots and Pay.
NOTE: If you want to add a new card, click on the “Create Pay With New Card” button.
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.
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, you can log in to either app.zeevou.com or Zeevou.hub.
When you log in to app.zeevou.com , click on your login name on the top right corner of the page, and on Account.
As a Free user, you are using the Spark Plan. You can upgrade your plan to Blaze or Glow by clicking on the Upgrade Plan button under the Licences tab.
In the opened page, select your desired Zeevou Plan, the payment term (Annual or Monthly) and the number of licences to be purchased. Finally, click on the Apply and Pay.
Then, you will be redirected to the payment page where you can pay by Saved Card or New Card.
Note: If you select a New Card, you should insert your card information to Pay.
You can see your created plan and its detailed status under the Invoices tab. If you click on the three dots, you can select Pay or View the invoice.
When you log in to Zeevou, click on your login name on the top right of the page, and then click on Account.
As a Free user, you are using the Spark Plan. You can upgrade your plan to Blaze or Glow by clicking on the ContractLines and then on the Buy Licence button.
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 licences you would like to purchase per Entire Places and/or per Rooms.
Entire Places’ 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.
More details can be found:
Total Number of Licences shows the number of licenses you have access to.
Number of Licences Used
Number of Licences Available
Current Price per Month shows the amount you are paying for your current licences.
Number of Licences 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 licences.
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 personal 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 licences.
If the payment is done successfully, 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.
In addition, in the same page, if you click on your name in the Customer field, you can see the Credit of your account. Please note that your Credit would show zero, only if you have paid for your purchased licences in Zeevou.
How to Buy Licence?
In order to buy a licence, you can log in to either app.zeevou.com or Zeevou.hub.
When you log in to app.zeevou.com, click on your login name on the top right corner of the page, and then on Account.
Then, you will be redirected to the Account page where you can click on Buy More Licences to increase the number of your licences.
Select the number of licence types and finally click on the Apply and Pay.
Then, you can pay your Invoice by Saved Cards or a New Card.
You can view your Invoices and its details on the Account page under the Invoices tab.
Note: If you have unpaid invoices, you should pay them so that you will be able to buy more licences.
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.
If you are a partner, you are using the Annual or Monthly plans, you can increase the number of your licences by going to Account -> Contracts -> Click on the Contract -> Buy Licence.
In the opened page, you can set the number of new licences you would like to purchase per Entire Places and/or per Rooms.
Entire Places’ 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.
For more details, check below:
Total Number of Licences shows the number of licences you have access to.
Number of Licences Used
Number of Licences Available
Current Price per Month shows the amount you are paying for your current licences.
Number of Licences 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 licences.
Finally, you need to click on the 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 the Buy Licence 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 the Pay Invoice button that leads you to the 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 personal 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 licences.
If 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 licences in Zeevou.
How to create Zeevou Corporations?
To create a Corporation go to Contacts -> Guests -> Corporation.
Click on the Create Corporation
In the opened page, set a Name for the corporation.
Add any desired Description.
Set the corporation Fax
Specify the VAT Number of the Corporation.
Make sure you enter a valid email address for the corporation Email
The Account Manager can be set from among the already created Staff. You can also use the + option to add new staff and choose him/her as the manager.
You can add Phone. (If you are adding a Mobile Number, it must start with a country code.)
You can include the corporate Address.
Click on the Save and Close button.
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 this link.
The image below shows the effective fields of Design Customisation in your invoice choice of colors:
Below, you can find the guide of a sample invoice:
This is a sample invoice that shows how the effective fields will be reflected in the invoice.
What is happening to my raised Hand?
When you raise a hand in Zeevou, the support team tries to check and reply to the hand on the same day it is raised. However, checking all the 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. The Admin can reply to our reply and reopen the Hand.
Sometimes, 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 has not been 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, the Auto Charge/Auto Refund option becomes available.
Stripe does not keep deposits for more than a week and releases them after 7 days automatically. Thus, for bookings more than a week old, 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 the 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 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.
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 the below order:
earliest possible <earliest free <latest free <latest possible
Please note that 23:00:00, 23:30, 23:59 are considered the last hours of a day, while 00:00:00, and 00:30:00 are considered the beginning hours of a day.
How can I close my account?
If you are using the Free Plan (Spark Plan), you can simply cancel your subscription. On the top right of the page, click on Account. Click on your Contract, and then on the Cancel Subscription button.
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 the Disconnect From Channels button. Please raise a hand or send an email or inform [email protected] to make other arrangements. Then you can open your contract and click on the Cancel Subscription button.
How can I add an additional brand?
Go to Settings –> Organisation Configuration. Click on Create Brand in the top right-hand corner.
Enter the new brand details and click Save.
Open the property and click on Brand. Click on the Add button on the right.
Select the Brand(s) you want to apply to that property. If selecting multiple brands for a property, you need to select a default brand. Click Select and then Save and Close.
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 about the capture of the payment. If the OTA has already collected payment, the booking gets marked as Channel Collect. So, the booking is set as Credit, which means the guest will not be asked for payment. If a booking is Channel Collect, a credit memo is added to the booking, and the booking displays a Credit status under the payment status field. You will also see the credit memo in the booking itself if you open the Booking View mode. Zeevou will automatically charge the channel credit amount and will change it to a VCC payment (The VCC is a Virtual Credit Card that the Channel pays us). If the booking amount is not collected by channel, it gets marked as Host Collect, which means the guest will be asked for payment as part of the Booking Confirmation Steps.
In order to select multiple blocked dates from the All Blocked Date list and disable the selected ones, go to Tasks -> Maintenance -> Blocked Dates, and select the multiple blocked dates you wish to disable. Then, click on the three dots on the top right of the list for Mass Action.A pop-up window appears:When you click on Yes, Do it, all selected blocked dates will be disabled and a Yay message on the bottom right corner of the page shows up:Note: If you wish to disable one blocked date, tick the box next to the entry of your choice, click on the three dots on the right of the row and choose Disable.
How can I check what percentage of bookings come from different channels?
Once you log in to Zeevou Hub, you can click on+Add Widget to select the chartfrom the dashboard.Then, click on the Add button to see the Number of Bookings by Channel chart whenever you log in to Zeevou.Finally, refresh the page for the changes to be applied. Now, click on Configure on the three dots on the right of the chart.You can select the Date Range from the drop-down and click Save.
Why can’t I extend the booking?
You cannot extend a booking under the following circumstances:1- If you have already extended the booking, the original booking (the first booking which has been extended) cannot be extended. However, you can extend the second (extended) booking.2- If the booking status is Cancelled or Scheduled for Cancellation.3- If your invoice has been sent to Xero.4- If the booking status is Pending Finalisation or Finalised or Finalisation in Progress.5- If the booking status is No Show.
How do Risk-Free Reservations work?
When we receive a Risk-Free Reservation from Booking.com, we set the Payment Collection Type to Risk-Free.
If the guest stays or the Risk-Free policy expires, Booking.com will charge the guest if it is a Channel Collect booking, and we will display this accordingly. However, if Booking.com indicates to us at this stage that it is a Host Collect booking, the payment status will change to Unpaid and the guest can pay through the payment link.
If you want Zeevou to send a reminder to your guests to pay you via the link, you should activate the Risk-Free Booking Payment Notification trigger rule on the Trigger Rule page.
NOTE: You can check the cancellation policy of a risk-free booking on the Reservations page in the extranet. Click on the booking number of the risk-free booking you’re interested in, then scroll down to the Policies section.
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: The Lead Guest creates a booking in a city he/she lives in.
2. Last Minute Booking: The Lead Guest creates a booking which arrival is in the next two days.
3. Weekend Booking: The Lead Guest creates a booking on Friday or Saturday for just one or two night(s).
4. Minimum Age: The Lead Guest is younger than the Minimum Age set for this Unit Type.
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 to set a corporate as the recipient of the invoice?
To set the corporate as the recipient of the invoice, please make sure:
– Zeevou Corporation has been created beforehand.
– The corporation is set in the Corporation filed when creating or editing the booking.
To see the invoice, click on the Finance button -> Download PDF Invoice.
To Email the Invoice to the corporation, in the booking page, click on Finance button -> Email Invoice.
The corporate is set as the recipient of the invoice in PDF file.
How 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.
When you click on Payment Reminder, a window pops up in which you can set the Reminder Date and add Description. Then, Save
How can I export emails of my guests?
In order to export your previous guests’ emails:
Step 1: Go to Contacts-> Guest->Individuals.
Step 2: You can modify the grid by the filters and the grid sign and choose the info you want to see.
Step 3: Click on Export Grid.
Step 4: Choose the format of the file (CSV or XLSX).
Step 5: The file will be sent to your email address.
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.
What are the Statuses of Security Deposit in Zeevou
There are seven main statuses for security deposits: Not-Authorised, Not Applicable, Guaranteed by Channel, Authorised, Released, Charged, and Partially Charged.
Not-Authorised is shown when the deposit has not been authorised. Guests may not have attempted to authorise the deposit or their attempts have not been successful.
Not-Authorised (Saved Card): Save Card means the system has the Guest’s card details and will block or charge the deposit amount based on the deposit timeline. The Guests can use the same card details they used or entered it just to be used for later payment for deposits. Their card details will be saved in the system and deposit will be authorised on the specified date. The point is that the Saved Card does not necessarily mean Pre-authorised because maybe the card amount is not enough for payment.
Not Applicable is shown when the required security deposit amount is zero.
Guaranteed by Channel is shown when the booking is from channels, and guests do not need to authorise any deposit in Zeevou as it is guaranteed by the channel.
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, based on the payment gateway you are using, there may be some default settings for automatically releasing the deposit.For example, Stripe deposits are automatically released after 7 days. Thus, if you set the Pre- Authorisation Point on the booking date, depending on the interval between Pre-Authorisation and guest arrival, you may have authorised or released deposits when guests arrive. 6.Released is shown when you do not capture all or part of the deposit, and it is returned to the guest’s account. The security deposit is released based on your preferences in Settings -> Organisation Configuration -> Deposit Timeline. 7.Charged is shown when you capture all of the guest’s deposit amount. You can capture the deposit in the booking view page through the Finance button. 8.PartiallyCharged is shown when you capture a part of the guest’s deposit.
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.
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 (direct booking website) and Manual Booking. To do so, go to Listings-> Unit Types. Edit the unit type and scroll down to the Rate Plans and select Direct Booking Website and Manual Booking. From the ADD-ONS section, you can add all the applicable add-ons to your direct booking rate . Finally Save and Close.
Please note that we don’t send the add-on amount to the channels. But if the Add-on NAME on the Channel is set as Cleaning Fee, we override the sales price with the amount coming from the channel.
How can I verify guest ID?
ID verification is not automatically done in Zeevou. This step is there so that you can make sure all the gathered information (the signature or the ID) is correct. When everything is approved, you should go to the Guest Verification section in Booking view page and click on the red thumb and make it green. This means that you have verified the ID and it will be registered in the guest profile.
Please note that signing the Terms and Conditions doesn’t make this part green.
How to remove an add-on from invoice?
If you want to delete an add-on from the invoice, you should take the following steps:
Step 1: Go to Booking view page,
Step 2: Scroll down to Add-on Section,
Step 3: Click on three dots at the end of the row and click on Disapprove.
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.
How can I move a guest from one property to another after check-in?
If you have to move your guest from a unit to another due to some problems, you can do it easily in Zeevou. Go to Booking view page (Bookings-> All Bookings-> click on the name of the guest). Click on Split Invoice. Choose the date and time you need to move the guest. Then select the property, unit type and unit you want to move the guest to and save.
How can I extend a booking after check-in?
If you want to extend the booking of a guest that has already checked in, go to the Booking view page (Bookings, click on the name of the guest), click on More Actions drop down menu and 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 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 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:
Go to booking view page.
Click on orange Finance button.
Click on Charge Security Deposit.
Choose the Penalty Type. You can define a Penalty Type in the Settings just for Security Deposit. Otherwise, you can choose Penalty.
Associated Cost means how much is the actual cost of the damage. It is for your own financial report.
Amount to Capture is the amount you want to capture from the security deposit.
The Reason will populate the automated email sent to the guests informing them that you are charging them for the damage they have caused.
At the end, click on Confirm.
You can only charge the security deposit only once.
If you charge the security deposit through your payment gateway, you can justlog the amount.
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, the Auto Charge/Auto Refund option becomes available.
Stripe does not keep deposits for more than a week and releases them after 7 days automatically. Thus, for bookings more than a week old, 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 the 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 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.
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 the below order:
earliest possible <earliest free <latest free <latest possible
Please note that 23:00:00, 23:30, 23:59 are considered the last hours of a day, while 00:00:00, and 00:30:00 are considered the beginning hours of a day.
How to breakdown the total price of a booking?
In the Booking view page, click on the Finance button and choose the Generate Partial Payment Link.
In the opened pop up, once you enter your preferred amount, the new payment link gets generated. You can Copy or Send the link to the guest.
How can I set up add-ons?
You can charge your guests for services or products with Add-ons. The add-on type creates a default price for the add-ons. You need to open the unit type and create add-ons in the rate plan. There you can add different sales and purchase prices to the rate plans. 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.
NOTE: It’s necessary to fill out all the items with asterics(*) .
Step 2: Add the Marketing Name. It is what your guests can see on the website.
Note:If you are adding a cleaning fee, please add the Add-on Name in the Channel as Cleaning Fee. Step 3: Select the Add-On Type Category from the dropdown. If you can not find the category you have in mind, click on the Plus and add it.
Step 4: Select the Related Expense Type from the dropdown. The Default Purchase Price will be recorded under this Expense Type in the financial reports. If you can not find the category you have in mind, click on the Plus and add it.
Step 5: 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 6: 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 7: Set the Default Sales Price. This is the amount you want to charge your guest for a service or a product.
Step 8: 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.
If Zeevou processed the payment, and the guest asks to use the same card as they paid with for the security deposit pre-authorisation, Zeevou will attempt to pre-authorise the funds from the guest the day before arrival. Should this fail, the guest will be sent a follow-up link where they can re-enter the same card details or new ones.
If Zeevou did not process the payment (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 about the capture of the payment. If the OTA has already collected payment, the booking gets marked as Channel Collect. So, the booking is set as Credit, which means the guest will not be asked for payment. If a booking is Channel Collect, a credit memo is added to the booking, and the booking displays a Credit status under the payment status field. You will also see the credit memo in the booking itself if you open the Booking View mode. Zeevou will automatically charge the channel credit amount and will change it to a VCC payment (The VCC is a Virtual Credit Card that the Channel pays us). If the booking amount is not collected by channel, it gets marked as Host Collect, which means 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.
How to Add Captions to your Property Images in Zeevou?
You have probably seen photo captions on Booking.com. This option can be essential for those properties that have multiple lettable units inside them.
In order to write captions for your images, you need to upload your professional images either at the property or the unit level firstly. Each image should not exceed 10 MB and the size of the attachments of property should not exceed 70 MB.Then, you need to click on the Edit button. Once you scroll down to the image section, you can see two items under each picture: remove image/ add caption.
Once you click on add caption, a new window pops up where you can add your caption and save it.
Note 1: Please do not forget to save and close the unit/property level in the end.
Note 2: Your comment should not exceed 300 characters.
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 can I get the iCal link of my property?
You can find the iCal link in two levels, either unit type or unit.
Click on Listings and then click on Unit Types.
Click on the Unit Type you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel you want to export the availability to.
For a specific unit:
Click on Listings and then click on Units.
Click on the Unit you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel that you want to export the availability to.
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 disconnect/unmap my property from channels?
To remove the mapping of your property, you need to do the following.
In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
Click on Unmap Listing sign and accept to proceed.
Then click on the key in the black square
Click on the Remove and accept to proceed.
Booking.com/ Agoda/ Expedia
Click on the Key in front of the channel.
Click on Remove.
HomeAway
Click on Map in front of HomeAway.
Click on Unmap Listing sign and accept to proceed.
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 -> PropertyStep 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 editsign.
Step 6: A new pop up window appears.
Step 7: Go to Listing Rooms Page and change the cleaning fee.
Why isn’t a unit type 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?
Go to Tasks-> Maintenance -> Blocked Dates, click on Manage Calendar Import button. In the opened page, choose your preferred imported option and click on Edit button. Remove the tick from Active iCal Import box and save the page.
How can I set Min Stay for my property?
To set the minimum stay for a Property/Unit Type/Unit and get it applied to channels
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 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.
Why don’t housekeeping tasks appear on the mobile app?
Make sure you have:
set the profile of the housekeeper to enabled.
set the availability of the housekeeper in their profile.
allocated the housekeeper to the property.
set the correct average housekeeping times in your unit types.
The system will try to auto-allocate the housekeeping tasks to your housekeepers based on the above, as well as check-in and check-out times, and travel time between properties to try and achieve the highest optimisation possible. You can override the allocation set by the system in Tasks-> Cleaning-> Upcoming Housekeeping Schedule
Why is my property not appearing in search results on the website?
Make sure you have:
created a Country, City, Property, Unit Type, and a Unit. If no units have been added, nothing will show in search results.
you have rates showing in Rates & Availability Calendar under Calendar.
After removing all the mappings of the property, finalise the processes by clicking on the Disconnect from Channels button.
Mark all your bookings’ status of the property or unit as Cancelled or Checked out.
On the property page, click on the Deactivate Property button if you want to deactivate the entire property, or on 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. The add-on type creates a default price for the add-ons. You need to open the unit type and create add-ons in the rate plan. There you can add different sales and purchase prices to the rate plans. 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.
NOTE: It’s necessary to fill out all the items with asterics(*) .
Step 2: Add the Marketing Name. It is what your guests can see on the website.
Note:If you are adding a cleaning fee, please add the Add-on Name in the Channel as Cleaning Fee. Step 3: Select the Add-On Type Category from the dropdown. If you can not find the category you have in mind, click on the Plus and add it.
Step 4: Select the Related Expense Type from the dropdown. The Default Purchase Price will be recorded under this Expense Type in the financial reports. If you can not find the category you have in mind, click on the Plus and add it.
Step 5: 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 6: 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 7: Set the Default Sales Price. This is the amount you want to charge your guest for a service or a product.
Step 8: Set the
What do some options in Property mean?
“Allow Direct Booking”
This option determines whether the property can be booked through the organisation domain or not.
“Publish On 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.
Click on Listings and then click on Unit Types.
Click on the Unit Type you want to export the availability for.
Scroll down to iCal Link.
Right-click on the link to the right and click Copy link address.
Paste the copied link in the channel you want to export the availability to.
For a specific unit:
Click on Listings and then click on Units.
Click on the Unit you want to export the availability for.
Scroll down to iCal Link.
Right-click on the link to the right and click Copy link address.
Paste the copied link in the channel that you want to export the availability to.
How can I know if a guest asks for early check-in or late check-out?
You will get informed of Checkin/Checkout Addon via email if you activate their related template and trigger rules.There is a Default Template known as Admin 4: Checkin/Checkout Addon under Inbox -> Templates:In order for the email to get sent via email, go to Inbox -> Trigger Rules:1- The Active status should be Yes. If it’s set as No, click on the pencil next to No to change it to Yes.Admin 4: Checkin/Checkout Addon 2- Click on the three dots on the right to Edit.You should click on the Add buttonto insert the email addresses of Zeevou Users and/or Custom Emails which you want to be informed of Checkin/Checkout Addon. Finally, click Save and Close.
How can I get informed of Overbooking/Unmapped Booking?
You will get informed of Overbooking/Unmapped Booking via email if you activate their related template and trigger rules.There is a Default Template known as Admin 3: Overbooking and Admin 6: Unmapped Booking under Inbox -> Templates:In order for the email to get sent via email, go to Inbox -> Trigger Rules:1- The Active status should be Yes. If it’s set as No, click on the pencil next to No to change it to Yes.2- Click on the three dots on the right to Edit.You should click on the Add buttonto insert the email addresses of Zeevou Users and/or Custom Emails which you want to be informed of Overbooking/Unmapped Booking. Finally, click Save and Close.Admin 3: OverbookingAdmin 6: Unmapped Booking:Note: Please Raise a Hand if you wish to make further changes in any of these templates and triggers.
How can I receive minimum age warning?
You can specify the minimum age required for Lead guests to book and stay at a unit type; so, if they don’t meet the minimum age requirement, the system will show a warning to you. You can set an overall default setting for this at the organisational level, to be overridden at the unit type level. To do so, go to Organisation Configuration,insert the minimum age, and Save.This minimum age setting can be edited in any specific unit type by ticking Override the Minimum Age of the Lead Guest,andinserting a new number for age. Finally, Save and Close.Note: If you want the Date of Birth field to be one of the fields to appear in the Booking confirmation process form, you can do so by going to Organisation Configuration -> Customise Booking Process and clicking on Configure. Then, a window pops out in which you should tick Date of Birth and Is Required.Finally, click Save.So, whenever a booking is made by a guest older than what you have specified as the minimum age, the system gives you a warning,and you can either reject or confirm the booking as shown below:This warning will also appear in All Today’s Check-ins:
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.
When you click on Payment Reminder, a window pops up in which you can set the Reminder Date and add Description. Then, Save
How can I export emails of my guests?
In order to export your previous guests’ emails:
Step 1: Go to Contacts-> Guest->Individuals.
Step 2: You can modify the grid by the filters and the grid sign and choose the info you want to see.
Step 3: Click on Export Grid.
Step 4: Choose the format of the file (CSV or XLSX).
Step 5: The file will be sent to your email address.
How can I change the confirm booking button colour in the template?
In order to change the confirm booking button colour in the template, open the template, click on Source code (<>) and search for “Confirm Booking” in the page with the help of ctrl + f (in Mac cmd + f). You will need to find the color code, replace it with the new color code, hit Ok and press Save button in order to apply the changes.
How can I check my final version of email templates?
To fully preview what an email template will look like, open a booking, click on More Actions on the top right, then select Send Email. In the pop-up that opens, select the appropriate template from the drop-down. You can expand the preview to full screen by clicking on the symbol with 4 arrows pointing to 4 diagonal corners in the controls above the body field.
Where can I see which emails or notifications have been sent to my guests?
If you want to see if an email or notification has been sent to your guest, go to Booking view page ( Bookings -> All Bookings -> click on the name of the guest). Go to 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.
How can I send an automated notification manually?
If you need to send an email or notification manually you should go to Booking View page. Click on More Actions. Select Send Email. You can use an email template or compose your email.
You can also to add more frequently used templates to Send Notifications and send them from there. To add a template to Send Notifications:
1. Go to Inbox-> Trigger Rules and select the trigger rule as Favorite.
2. Go to Booking view page.
3. Click on Communication, then on Send Notifications.
4. Select the notification.
5. Send.
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?
To create a trigger rule for an email or SMS, go to Inbox-> Trigger Rules.
Click on Create Trigger Rules
Choose a title for the Trigger.
Make sure it is active. (if you want to deactivate one trigger rule and stop an email you can take the tick off).
Set your conditions. 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.
What automated emails get sent, and when?
Booking Confirmation
Upon booking, each guest gets sent a booking confirmation email asking them to confirm their details, provide an arrival time, and, if not already previously taken care of, pay, leave the details of which card Zeevou should pre-authorise the security deposit from, and sign your T&Cs and provide their ID. Signable sends out an email for the last step if the integration has been activated.
Booking Confirmed
Once the above steps are completed, an email goes out to the guest to provide them with a confirmation of their stay.
One Day Before Arrival
A day before arrival, the guests get sent an email reminding them of the property’s address/providing directions. They are also shown the arrival time they had previously provided and given a chance to amend this if necessary. If the system has not yet had a security deposit successfully pre-authorised for the booking, they will also be provided with a link to enter their card details securely.
Check-in Instructions
Check-in instructions get sent automatically if the guest has completed all the required booking confirmation steps. In terms of timing, the instructions get sent out if (and only if) an hour before their indicated arrival time, they open the email that they get sent to ask them to confirm their arrival, and confirm that they are on time. If you want to send check-in instructions to a guest manually, open the relevant booking, click on More Actions on the top right, Sent Email, and under Apply Template, select Check-in instructions.
Security Deposit Captured
If you capture a security deposit for a guest within Zeevou, they will get sent an automated email to let them know that you have charged their deposit, and it will inform them of the amount charged and the reason for the charged as logged by you when charging the deposit.
In 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.
Host 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.
4. 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.
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 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.
What is Auto Charge/Auto Refund option?
In Settings -> Organisation Configuration, if you choose Stripe as your Gateway, the Auto Charge/Auto Refund option becomes available.
Stripe does not keep deposits for more than a week and releases them after 7 days automatically. Thus, for bookings more than a week old, 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 the 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 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.
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.
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 to Xero?
Make sure the booking has its status set to Checked Out. Please go to the booking, and you can Finalise or Mark as finalised under Finalise tab on top right.
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.
If Zeevou processed the payment, and the guest asks to use the same card as they paid with for the security deposit pre-authorisation, Zeevou will attempt to pre-authorise the funds from the guest the day before arrival. Should this fail, the guest will be sent a follow-up link where they can re-enter the same card details or new ones.
If Zeevou did not process the payment (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.
In order to create a refund for a payment, go to the booking and click on either Finance -> Refund or click on + Refund under the Guest Refund tab.
Then, a window pops up to create either Compensation Refund or Overpayment Refund.Compensation Refund (which edits the invoice, the amount due from the guest, and the matching outgoing payment). There are some conditions you may choose:
1- Compensation Refund
If you choose Compensation and you have already paid the guest, a window will pop up in which you can fill out the mandatory fields and finally Save.
The result will be shown on the corresponding booking under Overview -> Payment and under Guest Refund.
2- Refund through the Gateway
If you choose Compensation Refund and you have not already paid the guest, a window pops up which asks if you want to pay Refund through the Gateway or Not for now. If you choose Refund through the Gateway and click Continue,
a window pops up in which you must fill out the mandatory fields and finally Confirm.
Note: This type of refund needs a Successful Payment from Gateway to allow Zeevou to refund it. If you do not have any Gateway Payment for the booking (there is logged payment or there is no payment), you will get an error during confirming the refund.
The result will be shown on the corresponding booking under Overview -> Payment and under Guest Refund and Payments.
3- Not for now
If you choose Compensation Refund and you have not already paid the guest, a window pops up which asks if you want to pay Refund through the Gateway or Not for now. If you choose Not for now and click Continue,
a window pops up in which you must fill out the mandatory fields and finally Confirm.Note 1: If you want to record your Refund in your invoice and pay it later, you can choose Not for now.
The result will be shown on the corresponding booking under Overview -> Payment and under Guest Refund and not under Payments.
Note 2: Now, you have created a refund which you can process or record a payment for as explained above in number 1 (Compensation Refund). If you do so and Continue, the result will appear on the corresponding booking under Overview -> Payment.
Overpayment Refund (Use this option if you want to process or record a payment that you have returned to the guest)
To have an Overpayment refund, click on Refund and choose Record a Payment Being Returned to the Guest and Continue.
1- If you have already paid, you can fill out the mandatory fields and Save.
The result will be shown on the corresponding booking under Overpayment Refunds and Payments.
2- If you have not already paid, a window pops up in which you must fill out the mandatory fields and finally click on Confirm.
Note: This type of refund needs a Successful Payment from Gateway to allow Zeevou to refund it. If you do not have any Gateway Payment for this booking, you will get an error when confirming your refund.
The result will be shown on the corresponding booking under Overpayment Refunds and Payments.
How can I create payment term?
As a host, you can set conditions for the payment of the bookings which are created, added, or edited by allocating instalments to them.To do so, you should create a Payment Term first. Then you may manage it by editing the terms.Create Payment TermStep 1: Go to Finances -> Guest Payments -> Payment Terms and click on Create Payment Term.Step 2: Insert the payment Name under the General tab.Step 3: Under Conditions, select the Variable and Operator from the box and put in your desired number for Days to set the Conditions for the payment.
Note: You can add more Conditions by clicking on Add Conditions in the middle of the page.Step 4: Customise your Instalments by selecting its duration based on Weekly, Monthly, or Custom.
In Weekly Instalments, the number of instalments is equal to the Number of Nights divided by 7. The first instalment is due on the Booking Date, the second one is 5 days after the Arrival Date, and the rest are due every 7 days afterwards.
In Monthly Instalments, the number of instalments is equal to the Number of Nights divided by 30. The first instalment is due on the Booking Date, the second one is 25 days after the Arrival Date, and the rest are due every 30 days afterwards
.
For Custom instalment, set the Payment Due Date and Payment Percentage for Conditional Instalment Settings.
Note 1: You can add more Instalments by clicking on Add Instalments.Note 2: You should insert other Instalments details (Payment Due Date and Payment Percentage) if none of the conditions specified at the top of this page are met.
Step 5: Under Rate Plans, tick Apply On Rate Plans to choose the affected rate plan(s) for your Payment Terms. Then, select the desired rate plan.Step 6: Click on Save and Close. Finally, a window like the following screenshot will appear:View and Edit a Payment Term
You can find this new payment term by going to Finances -> Guest payments -> Payment Terms.
In order to make changes in the created payment, click on the three dots on the right-hand side of each payment to Edit.Note: You can see the instalment details of a booking under the Payments tab of Bookings.
How can I differentiate Add-Ons?
There are four Add-On reference types:
1- Channel Add-Ons:
If the add-on is automatically created according to your rate plan on your website or received from channels, it will be listed as Channel Add-ons.
2- Admin (Rate Plan) Add-Ons:If a booking has been created manually and its add-on comes from a rate plan, it’s called an Admin (Rate Plan) Add-on.3- Admin (Manual) Add-Ons:If the useradds any add-on to the created booking, it’s known as an Admin (Manual) Add-on.4- Upsell Add-Ons: If add-ons come from the confirmation process (by guests), they are listed as Upsell Add-ons.
How can I create a recurrent expense?
If you want to have an expense that is recurrent – repeated, create one expense and save it by going to Finance -> Expense -> Create Expense. Then, you can make it recurrent in two ways:
Click on Custom Recurrence. Here you can select how often the expense should be repeated. For example, if it is a daily expense, you can set 1 day.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 recurrences.
Click on the right three dots and select Recurrence Expense.
Then, a window will appear, and you can set the Recurrent Expense as explained above in way 1.
How can I edit the Expense Types on Zeevou?
To change Expense Types, there is no need to edit them one by one on the expense pages. Instead, go to Finance -> Expenses and double click on a cell of your choice to edit. The change will be made across its related Bookings, Expense Page, and Profit Reports.Note: If an expense is manually entered, it can be changed. If it is automatically entered as Transaction Cost or Channel Commision, it can’t be changed or edited; you will come across an error message like the one below:
How do Financial and No Finance Office Staff differ?
Access Level: While a Financial Office Staff has access to all the accounting and MPRs, a No Finance Office Staff does not have access to the accounting and MPRs.There are other areas to which a No Finance Office Staff has no access, such as:
Invoices in a Booking
Refund in a Booking
Finalisation in Booking Status
Although No Finance Office Staff can set checked out in a Booking Status, they cannot finalise that Booking.
Manual Payment Button
Payments
No Finance Office Staff can only log a payment in a Booking whose status becomes Pending after you click on Save.No Finance Office Staff can only View/Edit the payments which are on Pending by clicking on the three dots on the right:By clicking on the Edit button, the Update Log Payment window will pop up, and you can make changes and finally Save.
Security Deposits Charges and Captures:
The same process and rules apply for logging and editing the Security Deposits:Note: The Pending status made by No Finance Office Staff would be as below.Financial Office Staff can not only View/Edit a Booking, but also confirm a Pending Booking by clicking on the three dots on the right:When Confirm is clicked, a pop-up window opens like the one below:If Yes is clicked, the payment is confirmed and the status changes to Ok.Security Deposits:
The same process and rules apply for confirming and editing the Security Deposits:
Note: The confirmed payments can only be viewed by a No Finance Office Staff.
How can I delete or archive Add-on types?
You can charge your guests for services or products with Add-ons. To make any type of Add-ons, go to Pricing- > Add-on Type and click on Create Add-on Type.A page will open on which you should insert the necessary information and finally click Save and Close.Add-on in Rate Plans:In order to add an Add-on to a rate plan, go to Listings -> Unit Types. Open the Edit mode of the unit type and scroll down to the Rate Plans. From the ADD-ONS drop-down menu, you can add by selecting the ones you created before. Finally, Save and Close.Add-ons added to a rate plan will be automatically added to the bookings created based on that rate plan. For example, if a rate plan has a housekeeping Add-on, that housekeeping add-on will be added to all the bookings created based on that rate plan.Note: You can override the price of your Add-on here.Add-on in Bookings:In order to add Add-ons to a specific Booking, go to Bookings -> All Bookings. Select your booking, go to Add-ons and click on +Add-on.Note: You can scroll down and select an add-on from the drop-down menu and change the price of your Add-on as you wish.Finally, Save.Deleting/Archiving an Add-on Type:You can only delete the Add-on Type that has not been previously used on any bookings; if it’s been applied before, it can be archived and unarchived later.So, if you click on the Delete button for the Add-on, which is not in a rate plan or a booking, a window will pop up, and you can delete it by clicking on Yes, Delete.Delete an Add-on Type in a Rate Plan:If you click on the Delete button for the Add-on Type, which is in a rate plan, not in a booking, a pop-up will be shown like the one below,and you can delete it by clicking on Yes, Delete.Note: If it is deleted, it can not be retrieved, andthe add-on type will be removed from all the related rate plans automatically.Archive:When the Add-on is used on at least one booking, and you do not want to see it anymore on the Add-on Type List, you can click on Archive.Unarchiving an Add-on in a Booking:You can bring back an archived add-on by clicking on Unarchive.Removing an Add-on in Rate Plan:You can easily delete the Add-on in a rate plan by clicking on the Trash Bin icon. The add-on will be removed from the rate plan.Disapproving a Specific Add-on in a Booking:If you are going to cancel a specific Add-on in a Booking, click on the three dots on the right end of the booking and Disaprrove.The disapproved add-on can be approved again. In order to bring it back, you can click on Approve.Add-on Reference under Bookings:If the Add-on is automatically created according to your rate plan or received from channels, it will be listed as Channel Add-ons. When it is added to a booking manually, it will be listed as Zeevou Add-ons in the Price Breakdown under the Payment tab.
How Can I Recalculate My Monthly Profit Report?
If you want to apply the changes to your MPR (Monthly Profit Report), you can recalculate the specific month of the Investor Deal.
Recalculating MPR in an Investor Deal:Step 1: Go to Contacts-> Investor Deal.Step 2: Open the Investor DealStep 3: Click on Recalculate MPR.
Step 4: Choose the month and the year of the MPR 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 TypeStep 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.
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 and Unit Allocated Strategy.Otherwise, select Property Unit and then choose the Unit Type and the Unit.
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.
Note: If you click on three dots and then on Repeat, the same above window will pop up.
How can I have separate invoices for cloned bookings?
You can use Clone option, if you want to make a booking for your previous 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.
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.
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.
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.
Step 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.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 finalized– you can click on Post to Xero button. Please note that Post to Xero button is available only if you have activated your integration with Xero. For Completed status, you can also click on Change to Draft button and click on Re-generate button to apply the latest changes.
If the Doc Status shows Posted – the invoice has already been posted to Xero- the Void button will appear to let you void the posted invoice.
If the Doc Status shows Voided – the posted invoice has been voided- you can apply the new changes, regenerate the invoice and post it again.
How to set a corporate as the recipient of the invoice?
To set the corporate as the recipient of the invoice, please make sure:
– Zeevou Corporation has been created beforehand.
– The corporation is set in the Corporation filed when creating or editing the booking.
To see the invoice, click on the Finance button -> Download PDF Invoice.
To Email the Invoice to the corporation, in the booking page, click on Finance button -> Email Invoice.
The corporate is set as the recipient of the invoice in PDF file.
In what order the payments are allocated?
When you log a payment for a guest who has several unpaid bookings, the payments will automatically get allocated in order of 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.
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 Refund .
Then You can :
1- click on Process Refund option and enter the amount you want to refund.
2- click on Log Refund option, if you have already refunded the guest directly through the payment gateway and you only want to log the refund. Then enter the amount.
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.
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.
When you click on Payment Reminder, a window pops up in which you can set the Reminder Date and add Description. Then, Save
What are the Statuses of Security Deposit in Zeevou
There are seven main statuses for security deposits: Not-Authorised, Not Applicable, Guaranteed by Channel, Authorised, Released, Charged, and Partially Charged.
Not-Authorised is shown when the deposit has not been authorised. Guests may not have attempted to authorise the deposit or their attempts have not been successful.
Not-Authorised (Saved Card): Save Card means the system has the Guest’s card details and will block or charge the deposit amount based on the deposit timeline. The Guests can use the same card details they used or entered it just to be used for later payment for deposits. Their card details will be saved in the system and deposit will be authorised on the specified date. The point is that the Saved Card does not necessarily mean Pre-authorised because maybe the card amount is not enough for payment.
Not Applicable is shown when the required security deposit amount is zero.
Guaranteed by Channel is shown when the booking is from channels, and guests do not need to authorise any deposit in Zeevou as it is guaranteed by the channel.
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, based on the payment gateway you are using, there may be some default settings for automatically releasing the deposit.For example, Stripe deposits are automatically released after 7 days. Thus, if you set the Pre- Authorisation Point on the booking date, depending on the interval between Pre-Authorisation and guest arrival, you may have authorised or released deposits when guests arrive. 6.Released is shown when you do not capture all or part of the deposit, and it is returned to the guest’s account. The security deposit is released based on your preferences in Settings -> Organisation Configuration -> Deposit Timeline. 7.Charged is shown when you capture all of the guest’s deposit amount. You can capture the deposit in the booking view page through the Finance button. 8.PartiallyCharged is shown when you capture a part of the guest’s deposit.
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 three dots at the end of the row and click on Disapprove.
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:
Go to booking view page.
Click on orange Finance button.
Click on Charge Security Deposit.
Choose the Penalty Type. You can define a Penalty Type in the Settings just for Security Deposit. Otherwise, you can choose Penalty.
Associated Cost means how much is the actual cost of the damage. It is for your own financial report.
Amount to Capture is the amount you want to capture from the security deposit.
The Reason will populate the automated email sent to the guests informing them that you are charging them for the damage they have caused.
At the end, click on Confirm.
You can only charge the security deposit only once.
If you charge the security deposit through your payment gateway, you can justlog the amount.
What is Auto Charge/Auto Refund option?
In Settings -> Organisation Configuration, if you choose Stripe as your Gateway, the Auto Charge/Auto Refund option becomes available.
Stripe does not keep deposits for more than a week and releases them after 7 days automatically. Thus, for bookings more than a week old, 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 the 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 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.
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 to Xero?
Make sure the booking has its status set to Checked Out. Please go to the booking, and you can Finalise or Mark as finalised under Finalise tab on top right.
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.
In the opened pop up, once you enter your preferred amount, the new payment link gets generated. You can Copy or Send the link to the guest.
How do automated security deposits in Zeevou work?
If a channel collects security deposits or provides a guarantee for them, the bookings coming from that channel will automatically be marked as “Yes” under Security Deposit in Today’s Check-ins and will show as “Channel” in Booking View. If this is not the case, and if your payment gateway has been set up, the guest will be asked for a security deposit as part of the Booking Confirmation Steps.
If Zeevou processed the payment, and the guest asks to use the same card as they paid with for the security deposit pre-authorisation, Zeevou will attempt to pre-authorise the funds from the guest the day before arrival. Should this fail, the guest will be sent a follow-up link where they can re-enter the same card details or new ones.
If Zeevou did not process the payment (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 about the capture of the payment. If the OTA has already collected payment, the booking gets marked as Channel Collect. So, the booking is set as Credit, which means the guest will not be asked for payment. If a booking is Channel Collect, a credit memo is added to the booking, and the booking displays a Credit status under the payment status field. You will also see the credit memo in the booking itself if you open the Booking View mode. Zeevou will automatically charge the channel credit amount and will change it to a VCC payment (The VCC is a Virtual Credit Card that the Channel pays us). If the booking amount is not collected by channel, it gets marked as Host Collect, which means 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:
Proxy: This is for management deals where you are invoicing guests on behalf of the investor and then keep your cut from the investor for your management services at the end of the month.
TOMS: This is a special VAT scheme for EU countries.
Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies to your total turnover.
How can I create a Rate Rule without any Rate Plans?
When you create a Rate Rule, Channels and Direct Bookings toggles are enabled by default.If you save a rate rule without any rate plan, the Channels and Direct Bookings toggles will be disabled automatically, and the status of the Active column is set to No. Also, a notification will be displayed to you.You can edit the status of Channels and Direct Bookings toggles by adding a rate plan to the rate rule. After adding a rate plan to the rate rule, the status of the Active column remains as No, and you should activate the rate rule.Rate rules can be saved without enabling Channels and Direct Bookings, and Rate Plans and Apply to fields will be empty.
How to Set Marketing Names for Rate Plans
You can create a marketing name for your properties’ rate plans on the Zeevou hub to make it clear or attractive for guests. In order to set a marketing name for a rate plan go to Listings -> Unit Types -> Rate Plans. Then click on the row of the target rate plan to open it.
After you open the rate plan, click on Edit on the top right.
Now you can type down the preferred Marketing Name and Save & Close.
The marketing name will be shown to the guests on the website.
How can I set a different rate for my direct booking website or manual booking?
If you want to set a different rate for your direct booking website or manual 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 DirectBooking Website and Manual Booking in the Rate Plan section.
Please make sure that in the rate plan created for channels only that Channels should be selected.
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 (direct booking website) and Manual Booking. To do so, go to Listings-> Unit Types. Edit the unit type and scroll down to the Rate Plans and select Direct Booking Website and Manual Booking. From the ADD-ONS section, you can add all the applicable add-ons to your direct booking rate . Finally Save and Close.
Please note that we don’t send the add-on amount to the channels. But if the Add-on NAME on the Channel is set as Cleaning Fee, we override the sales price with the amount coming from the channel.
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 three dots at the end of the row and click on Disapprove.
How to change rates or Min Stay on Rates and Availability Calendar
If you want to change the rates, Min Stay or Max Stay for one night or a few nights, you can select the date or dates on the Rates and Availability Calendar and click on them. A window pops up, and you can enter the new amount.
If you want to change the rates for a long period of time, click on Create Rate. Choose the unit or units you want to change the rates, min stay or max stay. You can set different rates, min stay or max stay for different days of the week. If you click on Add, you can enter the rate for another period of time. Then Save and Close. The rates, Min Stay and Max Stay will be synced automatically with channels and the website.
Please note that if you just want to change the rate, you can leave min stay and max stay empty.
If you want to check what rates, min stay or max stay are being sent to channels, please go to Calendar -> Rates and Availability Calendar.
How can I remove the blocked dates?
In order to remove the blocked dates and make your property available, there are two ways:
Step 1: Calendar -> Overall Occupancy CalendarStep 2: Click on the blocked date and select “Edit.”
Step 3:Then delete the blocked date.
Or go to Tasks -> Maintenance-> 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 or Disable the blocked dates. The difference between deleting and disabling blocked-dates is is in keeping the data. If you disable a blocked-date, the data of the blocked-date remains in blocked-date index and you can enable it again, but if you delete it you can’t make it back. Also, disabling is used for iCal blocked-dates.
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.
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?
Go to Tasks-> Maintenance -> Blocked Dates, click on Manage Calendar Import button. In the opened page, choose your preferred imported option and click on Edit button. Remove the tick from Active iCal Import box and save the page.
How can I set Min Stay for my property?
To set the minimum stay for a Property/Unit Type/Unit and get it applied to channels
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. The add-on type creates a default price for the add-ons. You need to open the unit type and create add-ons in the rate plan. There you can add different sales and purchase prices to the rate plans. 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.
NOTE: It’s necessary to fill out all the items with asterics(*) .
Step 2: Add the Marketing Name. It is what your guests can see on the website.
Note:If you are adding a cleaning fee, please add the Add-on Name in the Channel as Cleaning Fee. Step 3: Select the Add-On Type Category from the dropdown. If you can not find the category you have in mind, click on the Plus and add it.
Step 4: Select the Related Expense Type from the dropdown. The Default Purchase Price will be recorded under this Expense Type in the financial reports. If you can not find the category you have in mind, click on the Plus and add it.
Step 5: 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 6: 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 7: Set the Default Sales Price. This is the amount you want to charge your guest for a service or a product.
Step 8: 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:
Proxy: This is for management deals where you are invoicing guests on behalf of the investor and then keep your cut from the investor for your management services at the end of the month.
TOMS: This is a special VAT scheme for EU countries.
Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies to your total turnover.
You can assign tasks to a Team. In this case, once you assign a task to the team, the system automatically assigns that task to all team members.
-Please make sure you have created a Team.
How to create a Team?
To create a Team, go to Contacts -> Staff -> Teams, click on Create Team button.
1. Set your preferred Name for the team, in the opened page.
2. Leave ParentTeam filed blank or select a previously created Team from its drop-down options.
3. Add your preferred Description in the related box.
4. Click on Save and Close button to save the details.
How to assign staff as members of a Team?
To assign staff as members of a Team, go to Contacts -> Staff -> Profiles, choose your preferred staff. 1. Click on Edit button, in the Staff profile page. 2. Choose the Team you would like to assign the staff to under Teams Supervised title. 3. Click on Save and Close button to save the details.
You are able to assign tasks to Teams as well as individual Staff. To create a team, you can do as explained above on How to create a Team?.To Choose team members for each team, go to Contacts -> Staff -> Teams and select the Staff you have in mind. Then Click on three dots and Edit button. A window will appear in which you can select from drop down. Finally, click on Save and Close.
How to create Zeevou Corporations?
To create a Corporation go to Contacts -> Guests -> Corporation.
Click on the Create Corporation
In the opened page, set a Name for the corporation.
Add any desired Description.
Set the corporation Fax
Specify the VAT Number of the Corporation.
Make sure you enter a valid email address for the corporation Email
The Account Manager can be set from among the already created Staff. You can also use the + option to add new staff and choose him/her as the manager.
You can add Phone. (If you are adding a Mobile Number, it must start with a country code.)
You can include the corporate Address.
Click on the Save and Close button.
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 Google Play. You can create a username and password for your housekeeper in Contacts-> Staff -> Profiles -> Create Staff.
In order to export your previous guests’ emails:
Step 1: Go to Contacts-> Guest->Individuals.
Step 2: You can modify the grid by the filters and the grid sign and choose the info you want to see.
Step 3: Click on Export Grid.
Step 4: Choose the format of the file (CSV or XLSX).
Step 5: The file will be sent to your email address.
Why does the password of any user I create apart from me disappear after saving?
This is how the system has been planned to work. First, you can see the password because you are creating it and you probably want to share the password with the created Staff/Investor. However, after the created user can 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.
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.
– Calendar 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.
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:
set the profile of the housekeeper to enabled.
set the availability of the housekeeper in their profile.
allocated the housekeeper to the property.
set the correct average housekeeping times in your unit types.
The system will try to auto-allocate the housekeeping tasks to your housekeepers based on the above, as well as check-in and check-out times, and travel time between properties to try and achieve the highest optimisation possible. You can override the allocation set by the system in 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:
Proxy: This is for management deals where you are invoicing guests on behalf of the investor and then keep your cut from the investor for your management services at the end of the month.
TOMS: This is a special VAT scheme for EU countries.
Normal: This is the normal invoicing method if you are the entity that’s invoicing the guest directly and VAT applies to your total turnover.
Where can I find my Zeevou user ID for connecting to Vrbo?
Your Zeevou User ID is the same as the Advertiser ID in the application you have already filled out for VRBO in the Property/Channel Manager Config.
In order to find the ID:
Open the property.
Click on Channel Manager Config and open it.
Click on Map which is in front of VRBO.
Click on the orange circle and then click on Edit.
On the opened page, you can see the Advertiser ID.
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?
You can find the iCal link in two levels, either unit type or unit.
Click on Listings and then click on Unit Types.
Click on the Unit Type you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel you want to export the availability to.
For a specific unit:
Click on Listings and then click on Units.
Click on the Unit you want to export the availability for.
Scroll down to iCal Link.
Right click on the link to the right and click Copy link address.
Paste the copied link in channel that you want to export the availability to.
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/unmap my property from channels?
To remove the mapping of your property, you need to do the following.
In Zeevou, go to Listings -> Properties and open the desired property in View Mode.
Click on Unmap Listing sign and accept to proceed.
Then click on the key in the black square
Click on the Remove and accept to proceed.
Booking.com/ Agoda/ Expedia
Click on the Key in front of the channel.
Click on Remove.
HomeAway
Click on Map in front of HomeAway.
Click on Unmap Listing sign and accept to proceed.
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 -> PropertyStep 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 editsign.
Step 6: A new pop up window appears.
Step 7: Go to Listing Rooms Page and change the cleaning fee.
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.
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 CalendarStep 2: Click on the blocked date and select “Edit.”
Step 3:Then delete the blocked date.
Or go to Tasks -> Maintenance-> 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 or Disable the blocked dates. The difference between deleting and disabling blocked-dates is is in keeping the data. If you disable a blocked-date, the data of the blocked-date remains in blocked-date index and you can enable it again, but if you delete it you can’t make it back. Also, disabling is used for iCal blocked-dates.
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.
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?
Go to Tasks-> Maintenance -> Blocked Dates, click on Manage Calendar Import button. In the opened page, choose your preferred imported option and click on Edit button. Remove the tick from Active iCal Import box and save the page.
How far in advance does Zeevou open up the calendars on OTAs?
Zeevou sends 720 days of update in terms of availability & rates to channels. However, each OTA accepts updates on a different basis. Most of the OTAs accept 365 days of availability, but some 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.
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.
Click on Listings and then click on Unit Types.
Click on the Unit Type you want to export the availability for.
Scroll down to iCal Link.
Right-click on the link to the right and click Copy link address.
Paste the copied link in the channel you want to export the availability to.
For a specific unit:
Click on Listings and then click on Units.
Click on the Unit you want to export the availability for.
Scroll down to iCal Link.
Right-click on the link to the right and click Copy link address.
Paste the copied link in the channel that you want to export the availability to.
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 isn’t a unit type 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.
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 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 CalendarStep 2: Click on the blocked date and select “Edit.”
Step 3:Then delete the blocked date.
Or go to Tasks -> Maintenance-> 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 or Disable the blocked dates. The difference between deleting and disabling blocked-dates is is in keeping the data. If you disable a blocked-date, the data of the blocked-date remains in blocked-date index and you can enable it again, but if you delete it you can’t make it back. Also, disabling is used for iCal blocked-dates.
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 far in advance does Zeevou open up the calendars on OTAs?
Zeevou sends 720 days of update in terms of availability & rates to channels. Ho
Step 3: If you have a saved card, you will see a list of your cards. You can choose one of them. And click on the three dots and Pay.
NOTE: If you want to add a new card, click on the “Create Pay With New Card” button.
Please note that this error is sent by hosts’ payment gateway to Zeevou. Guests can refresh the page and retry. 
As a Free user, you are using the Spark Plan. You can upgrade your plan to Blaze or Glow by clicking on the Upgrade Plan button under the Licences tab.
In the opened page, select your desired Zeevou Plan, the payment term (Annual or Monthly) and the number of licences to be purchased. Finally, click on the Apply and Pay.
Then, you will be redirected to the payment page where you can pay by Saved Card or New Card.
Note: If you select a New Card, you should insert your card information to Pay.
You can see your created plan and its detailed status under the Invoices tab. If you click on the three dots, you can select Pay or View the invoice.
When you log in to Zeevou, click on your login name on the top right of the page, and then click on Account.
As a Free user, you are using the Spark Plan. You can upgrade your plan to Blaze or Glow by clicking on the Contract Lines and then on the Buy Licence button.
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 licences you would like to purchase per Entire Places and/or per Rooms.
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 personal 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 licences.
If the payment is done successfully, 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.
In addition, in the same page, if you click on your name in the Customer field, you can see the Credit of your account. Please note that your Credit would show zero, only if you have paid for your purchased licences in Zeevou.
Then, you will be redirected to the Account page where you can click on Buy More Licences to increase the number of your licences.
Select the number of licence types and finally click on the Apply and Pay.
Then, you can pay your Invoice by Saved Cards or a New Card.
You can view your Invoices and its details on the Account page under the Invoices tab.
Note: If you have unpaid invoices, you should pay them so that you will be able to buy more licences.
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.
If you are a partner, you are using the Annual or Monthly plans, you can increase the number of your licences by going to Account -> Contracts -> Click on the Contract -> Buy Licence.
In the opened page, you can set the number of new licences you would like to purchase per Entire Places and/or per Rooms.
Please note that if you have unpaid invoices and your balance is negative, when you click on the Buy Licence 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 the Pay Invoice button that leads you to the 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 personal 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 licences.
If 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 licences in Zeevou.
Below, you can find the guide of a sample invoice:
This is a sample invoice that shows how the effective fields will be reflected in the invoice.
Stripe does not keep deposits for more than a week and releases them after 7 days automatically. Thus, for bookings more than a week old, 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 the 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 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.
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 the Disconnect From Channels button. Please raise a hand or send an email or inform [email protected] to make other arrangements. Then you can open your contract and click on the Cancel Subscription button.
A pop-up window appears:
When you click on Yes, Do it, all selected blocked dates will be disabled and a Yay message on the bottom right corner of the page shows up:
Note: If you wish to disable one blocked date, tick the box next to the entry of your choice, click on the three dots on the right of the row and choose Disable.
Then, click on the Add button to see the Number of Bookings by Channel chart whenever you log in to Zeevou.
Finally, refresh the page for the changes to be applied.
Now, click on Configure on the three dots on the right of the chart.
You can select the Date Range from the drop-down and click Save.
1- If you have already extended the booking, the original booking (the first booking which has been extended) cannot be extended. However, you can extend the second (extended) booking.
2- If the booking status is Cancelled or Scheduled for Cancellation.
3- If your invoice has been sent to Xero.
4- If the booking status is Pending Finalisation or Finalised or Finalisation in Progress.
5- If the booking status is No Show. 
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. 
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.
When you click on Payment Reminder, a window pops up in which you can set the Reminder Date and add Description. Then, Save 
Please note that we don’t send the add-on amount to the channels. But if the Add-on NAME on the Channel is set as Cleaning Fee, we override the sales price with the amount coming from the channel.
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.
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.
Once you click on add caption, a new window pops up where you can add your caption and save it.
Note 1: Please do not forget to save and close the unit/property level in the end.
Note 2: Your comment should not exceed 300 characters. 
Airbnb
Step 6: A new pop up window appears.
Step 7: Go to Listing Rooms Page and change the cleaning fee.
In order for the email to get sent via email, go to Inbox -> Trigger Rules:
1- The Active status should be Yes. If it’s set as No, click on the pencil next to No to change it to Yes.
Admin 4: Checkin/Checkout Addon 
2- Click on the three dots on the right to Edit.You should click on the Add button to insert the email addresses of Zeevou Users and/or Custom Emails which you want to be informed of Checkin/Checkout Addon. Finally, click Save and Close.
In order for the email to get sent via email, go to Inbox -> Trigger Rules:
1- The Active status should be Yes. If it’s set as No, click on the pencil next to No to change it to Yes.
2- Click on the three dots on the right to Edit.You should click on the Add button to insert the email addresses of Zeevou Users and/or Custom Emails which you want to be informed of Overbooking/Unmapped Booking. Finally, click Save and Close.
Admin 3: Overbooking
Admin 6: Unmapped Booking:
Note: Please Raise a Hand if you wish to make further changes in any of these templates and triggers. 
This minimum age setting can be edited in any specific unit type by ticking Override the Minimum Age of the Lead Guest, and inserting a new number for age. Finally, Save and Close.
Note: If you want the Date of Birth field to be one of the fields to appear in the Booking confirmation process form, you can do so by going to Organisation Configuration -> Customise Booking Process and clicking on Configure. Then, a window pops out in which you should tick Date of Birth and Is Required. Finally, click Save.
So, whenever a booking is made by a guest older than what you have specified as the minimum age, the system gives you a warning,and you can either reject or confirm the booking as shown below:
This warning will also appear in All Today’s Check-ins:
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 Communication, then on Send Notifications.
4. Select the notification.
5. Send.
4. 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.
The system considers each choice as it should include all its above choices.
Then, a window pops up to create either Compensation Refund or Overpayment Refund.
Compensation Refund (which edits the invoice, the amount due from the guest, and the matching outgoing payment). There are some conditions you may choose:
1- Compensation Refund
If you choose Compensation and you have already paid the guest, a window will pop up in which you can fill out the mandatory fields and finally Save.
The result will be shown on the corresponding booking under Overview -> Payment and under Guest Refund.
2- Refund through the Gateway
If you choose Compensation Refund and you have not already paid the guest, a window pops up which asks if you want to pay Refund through the Gateway or Not for now. If you choose Refund through the Gateway and click Continue,
a window pops up in which you must fill out the mandatory fields and finally Confirm.
Note: This type of refund needs a Successful Payment from Gateway to allow Zeevou to refund it. If you do not have any Gateway Payment for the booking (there is logged payment or there is no payment), you will get an error during confirming the refund.
The result will be shown on the corresponding booking under Overview -> Payment and under Guest Refund and Payments.
3- Not for now
If you choose Compensation Refund and you have not already paid the guest, a window pops up which asks if you want to pay Refund through the Gateway or Not for now. If you choose Not for now and click Continue,
a window pops up in which you must fill out the mandatory fields and finally Confirm.
Note 1: If you want to record your Refund in your invoice and pay it later, you can choose Not for now.
The result will be shown on the corresponding booking under Overview -> Payment and under Guest Refund and not under Payments.
Note 2: Now, you have created a refund which you can process or record a payment for as explained above in number 1 (Compensation Refund). If you do so and Continue, the result will appear on the corresponding booking under Overview -> Payment.
Overpayment Refund (Use this option if you want to process or record a payment that you have returned to the guest)
To have an Overpayment refund, click on Refund and choose Record a Payment Being Returned to the Guest and Continue.
1- If you have already paid, you can fill out the mandatory fields and Save.
The result will be shown on the corresponding booking under Overpayment Refunds and Payments.
2- If you have not already paid, a window pops up in which you must fill out the mandatory fields and finally click on Confirm.
Note: This type of refund needs a Successful Payment from Gateway to allow Zeevou to refund it. If you do not have any Gateway Payment for this booking, you will get an error when confirming your refund.
The result will be shown on the corresponding booking under Overpayment Refunds and Payments.
Step 2: Insert the payment Name under the General tab.
Step 3: Under Conditions, select the Variable and Operator from the box and put in your desired number for Days to set the Conditions for the payment.
Note: You can add more Conditions by clicking on Add Conditions in the middle of the page.
Step 4: Customise your Instalments by selecting its duration based on Weekly, Monthly, or Custom.
In Weekly Instalments, the number of instalments is equal to the Number of Nights divided by 7. The first instalment is due on the Booking Date, the second one is 5 days after the Arrival Date, and the rest are due every 7 days afterwards.
In Monthly Instalments, the number of instalments is equal to the Number of Nights divided by 30. The first instalment is due on the Booking Date, the second one is 25 days after the Arrival Date, and the rest are due every 30 days afterwards
.
For Custom instalment, set the Payment Due Date and Payment Percentage for Conditional Instalment Settings.
Note 1: You can add more Instalments by clicking on Add Instalments.
Note 2: You should insert other Instalments details (Payment Due Date and Payment Percentage) if none of the conditions specified at the top of this page are met.
Step 5: Under Rate Plans, tick Apply On Rate Plans to choose the affected rate plan(s) for your Payment Terms. Then, select the desired rate plan.
Step 6: Click on Save and Close. Finally, a window like the following screenshot will appear:
View and Edit a Payment Term
You can find this new payment term by going to Finances -> Guest payments -> Payment Terms.
In order to make changes in the created payment, click on the three dots on the right-hand side of each payment to Edit.
Note: You can see the instalment details of a booking under the Payments tab of Bookings.
2- Admin (Rate Plan) Add-Ons:
If a booking has been created manually and its add-on comes from a rate plan, it’s called an Admin (Rate Plan) Add-on.
3- Admin (Manual) Add-Ons:
If the user adds any add-on to the created booking, it’s known as an Admin (Manual) Add-on. 
4- Upsell Add-Ons:
If add-ons come from the confirmation process (by guests), they are listed as Upsell Add-ons.
Note: If an expense is manually entered, it can be changed. If it is automatically entered as Transaction Cost or Channel Commision, it can’t be changed or edited; you will come across an error message like the one below:
No Finance Office Staff can only View/Edit the payments which are on Pending by clicking on the three dots on the right:
By clicking on the Edit button, the Update Log Payment window will pop up, and you can make changes and finally Save.
Note: The Pending status made by No Finance Office Staff would be as below.
Financial Office Staff can not only View/Edit a Booking, but also confirm a Pending Booking by clicking on the three dots on the right:
When Confirm is clicked, a pop-up window opens like the one below:
If Yes is clicked, the payment is confirmed and the status changes to Ok.
Security Deposits:
A page will open on which you should insert the necessary information and finally click Save and Close.
Add-on in Rate Plans:
In order to add an Add-on to a rate plan, go to Listings -> Unit Types. Open the Edit mode of the unit type and scroll down to the Rate Plans. From the ADD-ONS drop-down menu, you can add by selecting the ones you created before. Finally, Save and Close.
Add-ons added to a rate plan will be automatically added to the bookings created based on that rate plan. For example, if a rate plan has a housekeeping Add-on, that housekeeping add-on will be added to all the bookings created based on that rate plan.
Note: You can override the price of your Add-on here.
Add-on in Bookings:
In order to add Add-ons to a specific Booking, go to Bookings -> All Bookings. Select your booking, go to Add-ons and click on +Add-on.
Note: You can scroll down and select an add-on from the drop-down menu and change the price of your Add-on as you wish.
Finally, Save.
Deleting/Archiving an Add-on Type:
You can only delete the Add-on Type that has not been previously used on any bookings; if it’s been applied before, it can be archived and unarchived later.
So, if you click on the Delete button for the Add-on, which is not in a rate plan or a booking, a window will pop up, and you can delete it by clicking on Yes, Delete.
Delete an Add-on Type in a Rate Plan:
If you click on the Delete button for the Add-on Type, which is in a rate plan, not in a booking, a pop-up will be shown like the one below, and you can delete it by clicking on Yes, Delete.
Note: If it is deleted, it can not be retrieved, and the add-on type will be removed from all the related rate plans automatically.
Archive:
When the Add-on is used on at least one booking, and you do not want to see it anymore on the Add-on Type List, you can click on Archive.
Unarchiving an Add-on in a Booking:
You can bring back an archived add-on by clicking on Unarchive.
Removing an Add-on in Rate Plan:
You can easily delete the Add-on in a rate plan by clicking on the Trash Bin icon. The add-on will be removed from the rate plan.
Disapproving a Specific Add-on in a Booking:
If you are going to cancel a specific Add-on in a Booking, click on the three dots on the right end of the booking and Disaprrove.
The disapproved add-on can be approved again. In order to bring it back, you can click on Approve.
Add-on Reference under Bookings:
If the Add-on is automatically created according to your rate plan or received from channels, it will be listed as Channel Add-ons. When it is added to a booking manually, it will be listed as Zeevou Add-ons in the Price Breakdown under the Payment tab.
Step 4: Choose the month and the year of the MPR you want to recalculate.
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 and Unit Allocated Strategy.
Otherwise, select Property Unit and then choose the Unit Type and the Unit.
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.
Note: If you click on three dots and then on Repeat, the same above window will pop up.
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.
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.
Step 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.
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. 
Then You can :
1- click on Process Refund option and enter the amount you want to refund.
2- click on Log Refund option, if you have already refunded the guest directly through the payment gateway and you only want to log the refund. Then enter the amount.
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.
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. 
If you save a rate rule without any rate plan, the Channels and Direct Bookings toggles will be disabled automatically, and the status of the Active column is set to No. Also, a notification will be displayed to you.
You can edit the status of Channels and Direct Bookings toggles by adding a rate plan to the rate rule. After adding a rate plan to the rate rule, the status of the Active column remains as No, and you should activate the rate rule.
Rate rules can be saved without enabling Channels and Direct Bookings, and Rate Plans and Apply to fields will be empty.
After you open the rate plan, click on Edit on the top right.
Now you can type down the preferred Marketing Name and Save & Close.
The marketing name will be shown to the guests on the website.
Please make sure that in the rate plan created for channels only that Channels should be selected.
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 assign staff as members of a Team?
To assign staff as members of a Team, go to Contacts -> Staff -> Profiles, choose your preferred staff.
1. Click on Edit button, in the Staff profile page.
2. Choose the Team you would like to assign the staff to under Teams Supervised title.
3. Click on Save and Close button to save the details.
You are able to assign tasks to Teams as well as individual Staff.
To create a team, you can do as explained above on How to create a Team?.
To Choose team members for each team, go to Contacts -> Staff -> Teams and select the Staff you have in mind. Then Click on three dots and Edit button. A window will appear in which you can select from drop down. Finally, click on Save and Close.
– Calendar 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. 
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. 
