FAQ Handiscover Hosts and Guests

FAQ – Hosts

Miscellaneous:

What makes Handiscover different from other booking sites?
Handiscover is a community based booking website, dedicated to people with specific needs and limited mobility.

Getting started with hosting:

How do I log in to my Handiscover account?

You can Login to your account by going to the top right-hand corner of the website and press on Login. If you need a new password, please press ‘forgot your password?’ and follow the instructions to reset it.

How do I list my property (List Your Space)?

You need to register -here(link to become a member.) and then you are ready to register the property.

You will need to answer questions about the accessibility of your property.

Pictures: to finish uploading the property you will have to have uploaded all of our Mandatory pictures, which are: entry to building, entry of the accommodation (eg entry and lift if relevant), kitchen, living room, bathroom with clear view of the shower/bath showing if there is a step for the shower for example, toilet showing clearly if they are grasp rails or somewhere to hold on one side and of the bedrooms.

Here is a link for a video, that explains how you can add/edit a property with Handiscover.

Do you offer insurance for my accommodation?

No, not yet.

Do I get to choose my guests?

Not if you have activated Book Now but if you choose Booking Enquiry you will have that possibility. With Booking Enquiry you will confirm the enquiry and can, of course, choose the guest. Please note though, that Handiscover is against any kind of discrimination of guests.

Our host shall not discriminate in terms of race, gender, religious beliefs, disability or sexual orientation or in any other way.

How do I answer questions from guests?

Through our messaging service found on your dashboard/My Bookings or Inbox(link).

A potential guest does not talk the same language as me, how do we communicate?

Use Google translate, that normally works fine for basic conversations

How am I getting paid?

See [link] to payment questions for hosts. This depends on how the guest has paid, but in most cases, it will be by bank transfer to your bank account, that we ask you to fill in in the Dashboard. That requires uploading an ID too.

Can I cancel a booking after I’ve confirmed it?

Yes, here’s how:  You go to Your Dashboard and My Bookings. You are able there to cancel the booking

Regulation? Can I rent just a room?

Yes, that is allowed.

Does it cost anything to list my space?

No, we do not take any fixed fee for listing a property, but we will take a 10% Host commission.

Which channel managers do you use?

We are currently integrated with Rentals United.

How does ID and Stripe work?

Our payment partner Stripe requires you to upload a valid ID, when you input your bank account. This is in order to ensure that payouts are being made to a permitted bank account. You will also need to indicate in your Profile, the name and birthdate of the contact person, uploading the ID.

How do I upload my ID picture?

Go to Dashboard/Account Settings and in Payout preferences, you will be able to upload your ID.

How do I use iCal?

iCal enables you to regularly upload manually or update automatically, via an URL:link, your availability calendar. That will enable you to allow Book Now on your Listings. This is a good alternative for smaller hosts, that are not using a Channel Manager.

How do I accept or decline bookings?

This is only required when you are using the Booking Enquiry option. In order to Accept or Decline a booking, please login to your account with Handiscover. Then select Dashboard, Inbox and then select the New Booking. When you go into the message you will see a Pending Enquiry, select this option and you will find the Accept and Decline buttons, at the bottom of the booking request.

How do I link my channel manager?

If you use a Channel Manager that is integrated with Handiscover, you just need to go to your Profile page in Dashboard and choose your Channel Manager.  You will also need to designate your Host ID with the Channel Manager.

Why do I need to verify my account?

For security reasons, we need to ensure for our guests’ sake, that you are a legitimate host and/or that your computer or email account has not been manipulated by someone else.

Your listings:

What does cancellation policy mean?

You can choose the terms which regulate if you will pay a guest back or not for cancellation. There are 4 levels to choose from, which you can read more about here:[link]

What happens after I have received an enquiry to book my accommodation?

You need to answer that enquiry in My Inbox, which is located via your Dashboard.

What does rate mean? Is it lowest rate or highest or average?

The rate you see is a “from” price, as long as you have not chosen definitive dates, as prices can fluctuate a lot between different days/seasons. Note that, as prices are permanently fluctuating with some of our hosts, it is not until you are doing your booking that you get the accurate price of your stay. The rate is a definitive price for the time period you have chosen, excluding other fees, such as service or additional guests.

Can I set the price of my own listing?

Yes, you are the one that decides the price per night. You can have different prices for different days, seasons, as well as offering last minute discounts, or long stay rebates (see advanced pricing in List Your Space). The guest will see your price + our service fee as the final price for your accommodation.

Can I choose to demand a deposit?

What we offer is a Security deposit, not a “down payment” deposit. You are able to define a Security Deposit in the Smart Pricing section of List Your Space.

Can I have different prices during different periods?

Yes, this is possible.You can have different prices for different days, seasons, as well as offering last minute discounts, or long stay rebates (see advanced pricing in List Your Space).

Can I charge extra for cleaning my accommodation?

Yes, you can add a cleaning fee in the Smart Pricing section of List Your Space.

What is Mapillary?

They are one of our partners, crowdsourced StreerView pictures. On each listing you will have the option to look at Mapillary Streetview which helps you discover the surroundings of the property, i.e are there cobblestone-roads, steep hills etc nearby? Join them too and help them map the rest of the world!

What is wheelmap?

It’s a crowdsourced accessibility ranking of public space. On your listing, you can look at Wheelmap, which shows how wheelchair friendly restaurants, bars, museum and so on are. Since this is highly relevant to most of your guests, make sure that your neighbourhood is mapped to improve the attractiveness of your accommodation.

Mobility (keywords “mobility”, “mobile”, “levels”, “stairs”):

How do you evaluate the accessibility of my accommodation?

When you answer the questions about accessibility in ListYourSpace, our algorithm will tell you in which Icon your accommodation will be classified based on the answers you have given to the accessibility questions regarding your accommodation.

Payments:

Do I get paid in my local currency?(currency)

Yes you are paid in the currency that you have chosen

What is service fee?

It’s the fee (Host Commission) we have to take in order to bring you customers, have the Handiscover site up and running, with a safe payment process and great customer service.

How do deposits work?(if there are any?)

The deposit is kept by Handiscover until the check-out on your behalf. The deposit is paid back to the guest after the check-out if no problem has been reported by you.

How do I get paid as a host?

If the guest booked more than 30 days prior to check in:

50% of amount paid out to host 30 days after booking

50% of amount paid out 24h after check-in.

Ex: 3 nights*100£ booked on Nov 1st for 10-12th January will be payed:

150£-fee will be paid to host on Dec 1st

150£-fee will be paid to host on 11th January

If the guest booked less than 28 days before check-in:

100% of amount paid out 24h after check-in, but guest will pay directly at booking and freeze 100% of the amount, so hosts can be sure to get payed.

Ex: 3 nights*100£ booked on Nov 1 for Nov 25th.

Guest pays 100% upfront, we freeze the payment and pay out to host on Nov 26th.

How do I add the bank account which my fee will be paid out to?

Please go to your dashboard, Settings then Payout and choose Add Bank Account. You will need to upload an ID too to verify your identity.

Review:

How do reviews of the listings work?

After a stay, the guest will be asked to review your property and their stay within several areas. The review will later be posted on our website on the property page.

Can I as a host, respond to reviews?

No not at this stage. If you disagree with a review, please contact us.

Can anyone post reviews on my listing?

Only guests who have stayed with you, are able to post a review.

How is the rating calculated?

This is done by using the ratings of every review and then calculating an average rate.

 

FAQ – Guests

Miscellaneous:

What makes Handiscover different from other booking sites?

Handiscover is a community based booking website, dedicated to people with specific needs and limited mobility.

Getting started as a guest:

How do I make a booking enquiry on Handiscover?

-Link-Find-link- for your favourite listing by using our search tools.

Choose dates and number of guests, to see the total amount you will pay for the chosen period.  Press “Enquire” to send your enquiry. Your Host now has 24h to answer your enquiry.

How do I make a direct booking on Handiscover?

-Link-Find-link- for your favourite listing by using our search tools.

Choose dates and number of guests, to see the total amount you will pay for the chosen period.  Press “Book Now”. You will be directed to the payment page to accept the costs, policies and terms of use, and make your payment using one of our payment providers.

How do I make a booking on Handiscover? remove

-Link-Find-link- for your favorite listing by using our search tools.

Choose dates and number of guests to see the total amount you will pay for the chosen period.

Press “Enquire” or “Book Now” to accept the costs, policies and terms of use.

How do I use search filters?

With our filter you can search for more specific features, like type of accommodation, price range, update dates or very specific amenities.

How do I search for listings?

[link]On the home screen[/link], fill in where you want to go, your dates and your level of mobility or specific needs, and press Search.

How do I know if a listing is available?

If the listing shows Book Now, it will normally mean that the dates or available. If the host has chosen Booking Enquiry, availability is not 100% confirmed, until you get an answer from the Host.

How can I tell how accessible an accommodation is?
Using our 3-step grading of every listing on the page, you get a first basic screening. You can also use our filters for a more detailed search. Always look at our Accessibility Information in the detailed description of the listing and have a look at the pictures. You can always message the Host with any specific questions.

What does check-in and check-out mean?

Check-in is the date that you arrive, and Check-out is the date that you are leaving. Those week days can vary from host to host. Some have changeover dates, only on specific week days.

“Ask or tell -Name- something about your trip” – Who’s -name-?  ??

-name- is the host, it’s always nice to get to know each other!

How do I ask a host a question without booking?

We have an IN mail system that allows you to send mail with Hosts on Handiscover in a safe way. When you send a message, you do not commit to any booking. You will find the Message button under the Booking button on the property page. You can also message the Host as you send a Booking Enquiry.

Account & Profile:

How do I create an account?

To signup, you have a few options. First, on the upper right-hand corner of the screen, press “Join”. Now you can choose to sign in with Facebook, Google+ or using your e-mail address.

If you choose to sign in with e-mail registration, you will receive a confirmation mail. You will need to respond to this confirmation email, in order to validate your account. Now, you’re good to go!

Why do I need an account?

You need an account to validate your identity and to add payment details, like credit card, in order to make a booking in a secure way, through our payment system. When you have an account, you get access to your own Dashboard.

What is Dashboard?

When you are logged into your Account, the Dashboard is basically your Home page. From the Dashboard you can access all the areas in your account.You can email your host, update your profile information, see your coming or past trips, find your receipts, change your password or add new credit card details.

How do I reset my password?

You can reset your password by going to the login area of our website. This can be found in the top right-hand corner. Here you can select Forgot your password? and you will then be able to reset it. If you know your current password, you can go to you Dashboard and update your password in the Account settings section.

How do I change my contact info?

You can change your contact info by logging into your Account. You would then need to select Dashboard and then Profile. You can update all your information in the Profile section.

Why do I need to verify my account?

We need to verify your e-mail address if you have registered using e-mail account, as we need to validate its validity.

Why do I need an Inbox on my account when you have my email?

Your Inbox is your way of communicating directly with us and your Host. It makes it easier for both parties, if you can communicate directly with each other before, during and after the stay.

Privacy:

Do you sell information about my account to a third party?

No we do not.

Why should I connect my account with facebook?

One less account you need to keep track of, both for you and us, so safer!

Why should I connect my account with Google?

One less account you need to keep track of, both for you and us, so safer!

Listings:

I can’t find a listing in the city I want to explore. Does that mean there are no accessible options in that city?

We are working really hard to find the most accessible places everywhere, but it takes a lot of resources to be as picky as us. Reach out to us though as we might have some that are soon to be listed on the website, or we can put focus on finding accommodations in that particular area!

What does cancellation policy mean?

The terms which regulate, if a host will payback (or not) a guest if the guest chooses to cancel the booking. There are 4 levels, which you can read more about here: ->

How can I see connections to the closest airport?

This is not yet available

How long does it take to confirm a booking?

For a Booking Enquiry, the host has to answer within 24 hours. And you will have 24h to pay the booking after confirmation by the Host, in order for your host to keep your booking.

What happens after I send a booking enquiry?

You are directed to an extra page where you will be able to add a message to the host about your enquiry?

What does rate mean? Is it lowest rate or highest or average?

The rate you see is the definitive price per night, for the time period you have chosen, excluding other fees, such as service or additional guests.

What is Mapillary?  

They are one of our partners, crowdsourced StreetView pictures. On each listing you will have the option to look at Mapillary Streetview which helps you discover the surroundings of the property, i.e are there cobblestone-roads, steep hills etc nearby? Join them too and help them map the rest of the world!

What is wheelmap? 

They are one of our partners, a crowdsourced accessibility ranking of public space. On each listing you will have the option to look at Wheelmap, which shows how wheelchair friendly restaurants, bars, museum and so on are.  If do not find anything there, it might just mean that no one has assessed the area. Join them too and help them map the rest of the world!

Does Handiscover or the host set the price for the listing?

The price is set by the host.

Can the host help me with finding transportation to the listing?

You never know. Ask the host directly through our messaging service to help you get the best local taxi or transport service for your needs.

How do I know if a listing is available?

The calendar is not always updated by the host. If Book Now is available it definitely means that it is. If Booking Enquiry is shown on a listing, you need to send an enquiry to the host to be sure and the host has to answer that within 24 hours. Note that it does not cost you anything to make an enquiry.

How can I tell if a listing is pet friendly?

In the detailed description of the listing this information should be there. If not, ask the host directly through our messaging service(link) to be sure.

Mobility:

How do you determine the accessibility of a listing?

When a host lists an accommodation, they have to fill in a questionnaire around accessibility. Our Algorithm decides then in which of the 3 mobility levels it will be classified, read more [link]here[/link]:

How can I tell how accessible an accommodation is?

Using our 3-step grading of every listing on the page you get a first basic screening. Please see Accessibility Information in the detailed description of the listing and have a look at the pictures. Read more [link]here[link].

How can I see if a listing has roll-in shower?

Look on the detailed accessibility description and check the photos of the listing to be really sure.

How accessible is the surroundings of each listing?

That is not something we are able to answer automatically, but using our Mapillary StreetView, you will hopefully be able to get a better idea of it.

Payments (guests):

What payment alternatives do you offer?(alternatives, payments)

Payment with most credit cards and with Paypal.

Can I pay with a different currency?(currency)

Payment is made in the currency chosen by the host

How do I use a coupon code?(coupon, code)

After choosing to enquire about a property, on the left side of the site there will be a textbox saying “Enter your discount code here”, with a blue button marked “Use” right next to it.

What is service fee and why do I pay it?

It’s to keep the Handiscover site up and running, secure payments and assess and classify accommodations, so you can have a great experience.

What is cleaning fee?

Cleaning fee is the fee the Host might charge for cleaning the apartment after you leave.

How do deposits work? (if there are any?)

The security deposit is kept by Handiscover until the check-out, on behalf of the Host. The deposit is paid back to the guest after the check-out, if no problem has been noticed by the Host.

Is it safe to use handiscover?

Your personal information is safe, we do not share it with others. Your money is safe as it is stored by our secure payment provider on an escrow account. We release the money to the host 24h after the check in, which means that in case of problem you have 24h to contact us after check-in and we will stop the payment to the Host.

Review:

How do review’s of the listings work?

After your stay, please review the property, that will help others to make a better choice.

How is the rating calculated?

It is using the ratings of every review and calculates an average.

Contact:

How do I contact Handiscover?

You find our telephone number on the Home Page. You cna also use our green Support button 

Here’s our mail! contact(a)handiscover.com

Can I contact the Host directly?

Yes, through our messaging service, here(link), but after the booking enquiry. Or in the dashboard after an enquiry or a booking has been sent: just go to Dashboard and then Inbox.

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