FAQ Airbnb (Qenner)

In this article, you will read answers to frequently asked questions about the link between Airbnb and Booking Experts, with Qenner as channel manager. These answers are provided from Qenner. For each topic, the answers are written out.

Content:

When there is an existing listing, we do not refresh the content, we only do so on request.

• When a new listing is created, the content is taken over from Booking Experts. We refresh the content only on request.
• We can refresh the content per category: facilities/description/photos. For example, if you only want the photos refreshed but not the description, we can do that.
• We can send a maximum of 500 characters of description. If you want to expand the description, you can do that yourself on your Airbnb account.
• Facilities are taken over from Booking Experts as long as the facilities are known to Qenner and Airbnb. If you are missing a facility, please contact us for the possibilities.
• The name of a listing can be up to 50 characters long. A listing name can be changed upon request.

Prices/offers:

All mandatory fees must be paid to Airbnb by the guest. Airbnb does not allow charges to be paid on site.

• Airbnb has only 3 price categories: Rental Fee, Cleaning Fee, Taxes. All other expenses are divided under these 3 categories. For example, bed linen falls under the Cleaning Fee category.
• Optional cost items cannot be sent to Airbnb.
• Deposits up to €500 cannot be sent to Airbnb. Airbnb has its own protection programme for this, called Aircover.
• Offers/Special Offers configured in Airbnb are processed in Booking Experts with the then current price, an adjusted rental price is transmitted.
• If you change the name of a charge, ask Qenner if it is still processed properly.
• The cancellation policy is set to the strictest policy, this can be changed on request.
• If you use extra-person rates, this will not be sent as separate charges, but will be processed in the rental price.

Booking:

Due to guest privacy concerns, the details we receive from Airbnb are very brief.

• Birth dates are not sent to us by Airbnb and are therefore fictitious. Age categories are used.
• We do not receive the guest's e-mail address from Airbnb.
• When a guest changes their reservation, this is not automatically processed in Booking Experts. You will receive an email about this so you can modify the reservation yourself.
• Cancellations are processed directly in Booking Experts.
• We can only communicate a total max occupancy to Airbnb and no occupancy per person category, example: Accommodation of max 5 people, which can accommodate 3 adults and 2 children, this will be passed to Airbnb for max 5 people. Then when booking on Airbnb for 5 adults, the booking fails in the last step.

Pets

Pets can be processed through the link. Please note that it is only possible to set a cost per stay for pets. This cost item should be the same for all stays.

Guest communication:

Airbnb wants all communication to be through their own platform, via guest chat.

• We do not receive the guest's email address from Airbnb. An email address is automatically generated by us with every booking. Such an email address looks like this: guest+airbnb.reserveringsnummer@guests.qenner.com.
• All emails (such as booking confirmations and arrival information) sent to this email address are automatically sent to the customer chat. Please note that we cannot send attachments at this time.
• Chat messages sent by the guest can be forwarded to your own e-mail address upon request.

General:

Only 1 ad can be linked to 1 product, if several units are linked to this product, the ad will get an inventory.

• Multiple host accounts can be linked to 1 administration. The relevant hosts must all give us permission via the link, otherwise we cannot link.
• Multiple administrations can be linked to 1 host account.
• When you co-host a listing, the original host must give us permission, otherwise we cannot link delisting.

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