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Homeowner FAQ: VR Marketing Services
General and frequently asked questions from owners regarding Voyajoy's VR Marketing services.
If I already have a listing created on Airbnb and/or other platforms, what happens to it?
We prefer to work with your current listings, as they already have a track record of views, inquiries, and guest reviews, all of which help in the search rankings. Also, existing listings provide us with historical booking data which we can analyze to make informed decisions. With your permission, our strong preference is to have Voyajoy take over your account and simply improve and manage the existing listing. We of course create all new listings on other platforms.
How do I know if my property qualifies for Voyajoy’s EliteVR™ marketing service?
We are highly protective of our reputation, so we only partner with owners and property managers who demonstrate genuine care for their guests. At a minimum, we require that the property: Is permitted to be used as a short-term rental by all relevant authorities, including HOAs. (If applicable) Has a minimum of a 4-star rating (out of 5) on any existing platform listing. (If applicable) Doesn’t have any reviews within the last 12 months that indicate blatant neglect or disregard for the
How and when do I get paid for a reservation?
We release payment to you via ACH transfer or PayPal immediately after we receive payment and deduct any outstanding fees due to Voyajoy. For Airbnb, VRBO/HomeAway and TripAdvisor, we initiate payment the day after the guest’s check-in date. For Booking.com, we initiate payment 30 days prior to the guest’s check-in date.
Does Voyajoy provide hospitality management services, including key exchange, home showings, housekeeping, and maintenance?
The short answer is usually no. We focus on our core expertise, which is marketing properties and booking reservations. (We may make an exception in the San Francisco Bay Area, where we have a physical presence.) However, if you have a welcome letter with arrival instructions that do not change, we can automate the email distribution of that welcome letter to your guests at no additional charge. Also, if you already have a housekeeper, for an additional 1% fee we can set up automated t
Where will Voyajoy market my property?
We start by marketing your property on the 4 major channels: Airbnb, HomeAway/VRBO, TripAdvisor/FlipKey, and Booking.com. Booking.com is an “instant booking” channel, so we only list your property there if you don’t object to instant bookings. We also list your property on the Voyajoy booking website and leverage the latest channel management technology to distribute your property on many other less well-known booking sites.
How does Voyajoy minimize the risk of booking bad guests?
We do this on several levels. At the most basic level, we train our reservationists to look for clear red flags: A guest booking for a group of adults without children. A guest who lives in the same area as your property without a convincing explanation. A guest booking with a credit card with a non-matching name. We train our reservations team to ask direct questions to these guests to understand the makeup of their group and their intentions for using the home. We do not book an
How does Voyajoy set pricing for my property?
We use a dynamic pricing system that performs comprehensive analysis of your property’s market and optimizes prices daily depending on availability, seasonality, local booking patterns, and special events. To set the base price, we analyze comparable properties in your area. We also work with you to understand your minimum rates so that our system never goes below that threshold. Dynamic pricing is not available in all cities, so in those cases, we manually set your price after a thorough asses
What fees will I be responsible for?
Voyajoy charges a 10% commission on the rent and extra person fees for reservations we book. We do not take a commission on cleaning fees, taxes, or security deposits. Voyajoy also collects the reservation insurance fee from the reservation, which is simply passed through to the insurance company. The owner is also responsible for any channel-imposed fees (including credit card processing). The platform typically just deducts these fees from the payout.
How long does it take to get started and how involved do I need to be?
If you already have an existing listing on one or more platforms, we simply take over those platform accounts and listings (with your permission) and begin responding to inquiries and booking reservations right away. We use existing listings as the basic template for creating new ones. Creating new channel listings, professionally curating listing copy, and setting up the dynamic pricing all take only a few days. During this onboarding process, we invite you to be as involved as you want to be
Do you provide insurance?
We have an opt-in insurance policy for owners who request it. We contract with Safely, a third-party property damage insurance provider, which allows us to covers up to $1 million in property damage and bodily injury and up to $10,000 in damage to contents and belongings for an insurance fee of $89. This fee is charged to the guest on every reservation made through VRBO/HomeAway, TripAdvisor, and Booking.com. Our standard procedure is to set the security
How are inquiries handled?
Before we approve or pre-approve a guest, we send you a text with the inquiry details: Booking platform Property Number of guests Stay dates Your NET payout after fees Anything else of note, including questions from the guest You have 12 hours to approve the guest by simply responding to our text message. If we don’t hear from you within the 12-hour window, we decline the inquiry. If you feel comfortable enough, you can give us full discretion to book any dates which are available.
How will I know if an inquiry converts into a booking?
We confirm all reservations with you via email (or text if you prefer). The confirmation includes all the relevant details, including the contact information of the guest. If you have not received our confirmation, that means the guest has not booked the property.
Who is responsible for communicating with my guest?
Once the booking has been confirmed, you are responsible for reaching out to your guest and coordinating arrival and check-in. If you have a basic welcome letter that you would like us to send out on your behalf, speak with your account manager to see if we can accommodate your request. Please note, we do not manage the collection of lease signatures.
What do I do when a reservation is made?
Once you receive a booking confirmation from us, immediately block out any active listing calendars you have. If you use multiple listing platforms, make certain they are all blocked.
How does the security deposit work?
Airbnb, VRBO/HomeAway, and TripAdvisor all hold the guest’s deposit. If there is an incident, we are entitled to file a claim and submit evidence up to the deposit amount. With Booking.com reservations, Voyajoy charges the deposit amount and holds it. We refund the deposit 7 days after the check-out date. If there is an incident, we simply withhold the amount of the damage.