HomeAway.com, Inc. 2012 All rights reserved. No part of this product may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher.
Welcome to ReservationManager Introduction Getting Started Setup and Configuration Inquiries and Quotes Responding to Inquiries Responding to Reservation Requests Setting up Response Templates Exporting Inquiry Data Sending Quotes Payment Requests Sending Payment Requests Managing Payments Reservations And Calendar Managing Reservations Appendix Fees and Refund Structure Other Services TABLE OF CONTENTS 1 1 2 2 10 10 14 19 21 23 26 26 32 42 42 50 50 51 Page i
WELCOME TO RESERVATIONMANAGER ReservationManager is a set of online tools that makes it quick and easy to respond to inquiries, generate quotes and rental agreements, and accept online payments and bookings from guests. ReservationManager is designed for individual homeowners who manage one to three properties, and it s included free with your listing subscription. Inquiry management Respond to common questions with reusable, customizable email templates and stay organized with a record of all communications you've sent. Quotes Create and send detailed quotes, which are then automatically included in your rental agreement and online payment requests. Standard rental fees and taxes are saved for future quotes. Payment schedules Specify how much you require to reserve a booking and when the balance is due. Rental agreements Specify your rental terms, house rules, and cancellation policy and have guest agree to them online, before making their first payment. Payment processing 2.5% Visa, MasterCard, and Discover card processing and FREE echeck payments (ACH directdeposits) for US guests; 3.75% card processing for international guests. Online booking Add an optional Book It button to your listing to provide travelers the convenience and security of online booking while maintaining control of when and to whom your rent your property. HomeAway.com, Inc. 2012 Page 1
GETTING STARTED Setup and Configuration Set up Online Payments for New Property Before you can begin taking online payments, you will need to enable online payments. Log into your owner dashboard and click Payments under Reservation Manager in the left pane. At the intro screen, select the country in which you live and the location of your bank from the list and click Get Started Now. Select the Payments Option you prefer. o Add Book it button to your listing 24 Hour review - Enable travelers to submit a paid reservation request from your listing. You have 24 hours to review and either accept or decline each request. o No Book it button on your listing - Online Invoicing - Use ReservationManager to send payment requests so guests may pay you online. HomeAway.com, Inc. 2012 Page 2
Setup and Configuration Complete Fees and Taxes fields as indicated. Click Next. Complete Payments and Rates Preferences. This allows you to specify Base Rates (Minimum Stay and Nightly Rate are required), HomeAway.com, Inc. 2012 Page 3
Setup and Configuration Seasonal Rates and Event Rates. Click Next. Set up your Payment Terms. Select whether you prefer one or multiple payments from your guests. Click Next. Upload (in.pdf format only) or type in your Rental Agreement and select Cancellation Terms. Click Finish. HomeAway.com, Inc. 2012 Page 4
Setup and Configuration Click Continue to choose your online payment provider. Complete the information fields as indicated. Required fields are marked with an asterisk. Click Finish. HomeAway.com, Inc. 2012 Page 5
Setup and Configuration You will see a response within 30 seconds, letting you know if your account is approved and ready to start processing payments online. There are two types of payment disbursement formats: - Instant Guest payments will be disbursed one day after receipt and settle to your bank account 3 5 business days later (settlement times vary by bank). HomeAway.com, Inc. 2012 Page 6
Setup and Configuration - Escrow Guest payments will be disbursed one day after check-in date and settle to your bank account 3 5 business days later (settlement times vary by bank). Click I m Done to close the wizard, or explore links to the additional resources provided. You will also receive a welcome email from ReservationManager confirming your account is enabled: HomeAway.com, Inc. 2012 Page 7
Setup and Configuration Once your online payments account is active, your listing will also have a payment badge activated, letting travelers know you accept our most secure form of payment. Change Payment Model If you have already set up your ReservationManager account for online payments (manual invoicing), you may add a Book It button at any time or vice versa. This must be done for each property individually, if you have multiple properties. After logging into your dashboard, select the property to change. Click Settings under Reservation Manager in the left pane. Click Payment and Rate Preferences. HomeAway.com, Inc. 2012 Page 8
Setup and Configuration Click Change Model. Select the radio button for the payment method you prefer and click Continue. Complete the set-up wizard as indicated (set-up wizard is not required for those who have previously completed the wizard). HomeAway.com, Inc. 2012 Page 9
INQUIRIES AND QUOTES Responding to Inquiries Respond to Inquiries via Email When a traveler submits an inquiry on your property, ReservationManager will send an inquiry email to your designated contact email. The email will show whether your calendar is available for the time period requested. From an inquiry email, click Reply. This will open your dashboard directly into the Reply & Quote process. In Step 1 of Reply & Quote, type in the text of your response. (The text here will be saved and automatically available for future email replies. It can be changed at any time.) Click the Send Reply without Quote link if you don t want to include a rental quote with your response. To include a quote with your reply, click Add Quote (see Send a Quote section below). Respond to Inquiries from Your Dashboard From your Dashboard, click Inquiries under ReservationManager to view the complete list of inquiries. Each inquiry will also show from which site it originated if your property is listed across HomeAway.com, Inc. 2012 Page 10
Responding to Inquiries multiple sites (HomeAway.com, VRBO.com, and VacationRentals.com ). Click Inquiry Details to view and manage a specific traveler inquiry. From the Inquiry Details, you may view the details of the traveler inquiry and reply to it via the Reply button. This will give you a choice to Reply Available, Reply Unavailable or send a Custom response. HomeAway.com, Inc. 2012 Page 11
Responding to Inquiries Reply as Available Select Reply Available if your property is available for the time period requested. In Step 1 of Reply & Quote, type in the text of your response. (The text typed in will be saved and automatically available for future email replies. It can be changed at any time.) Click Send Reply without Quote if you don t want to include a price quote with your email. To send a quote with your response, see Send a Quote below. HomeAway.com, Inc. 2012 Page 12
Responding to Inquiries Reply as Unavailable From the Inquiry Details, select Reply Unavailable if your property is not available for the time period requested. Customize the email response as needed (the text will be automatically available for future replies, but can be changed at any time): Click Send Now. Send a Custom Response From the Inquiry Details, select Reply Custom to create a completely custom email response. Type your email response as needed (the text will be automatically available for future replies, but can be changed at any time): Click Send Now. HomeAway.com, Inc. 2012 Page 13
Responding to Reservation Requests What are Reservation Requests? If you have enabled the Book It button on your listing, you will receive Reservation Requests from travelers that use the Book it button. When a potential guest submits a reservation request, you will receive an email notification, as well as see the request in the Reservation Request tab in the Inquiries view of the dashboard. You have 24 hours to confirm property availability and the quoted amount, and answer / ask any questions of the guest before accepting or declining the reservation request. If you do not respond within 24 hours, the reservation will be declined automatically. View Pending Reservation Requests You will receive an email when you receive a reservation request from a traveler. You can also see them in the Inquiries view on your owner dashboard. Pending requests will show up as tentative reservations on your calendar until you accept or decline the request. You can click Accept, Reply or Decline directly from the email, which will take you into your owner dashboard. HomeAway.com, Inc. 2012 Page 14
Responding to Reservation Requests IMPORTANT NOTE If you do not respond to a reservation request within 24 hours, the request will automatically be DECLINED by the system. An email will be sent to the traveler letting them know that their reservation was unable to be confirmed and that they have not been charged. Accept a Reservation Request Reservation Requests will show on your calendar as tentative until they are accepted or declined. Once accepted, the request will convert to an actual reservation. From the owner dashboard, click Inquiries in the left navigation pane. If not already showing, click the Reservation Requests tab. HomeAway.com, Inc. 2012 Page 15
Responding to Reservation Requests Click View Request for the reservation request that you have not yet responded to. From the Reservation Request, click Accept to accept the booking and payment. HomeAway.com, Inc. 2012 Page 16
Responding to Reservation Requests In the Accept Reservation screen, type in any additional text needed and click Send. The traveler will receive an email notification of your acceptance. The reservation request will be moved to your Reservations list and changed to a reservation on your calendar. Decline a Reservation Request Reservation Requests will show on your calendar as tentative until they are accepted or declined. Once declined, the request will be removed from your calendar. From the owner dashboard, click Inquiries in the left navigation pane. If not already showing, click the Reservation Requests tab. Click View Request for the reservation request that you have not yet responded to. HomeAway.com, Inc. 2012 Page 17
Responding to Reservation Requests From the Reservation Request, click Decline Request to decline the booking and payment. The traveler will receive an email notification of your selection. Select the reason for the decline and click Next. Type in any additional text needed and click Send. HomeAway.com, Inc. 2012 Page 18
Setting up Response Templates Set up Your Personalized Response Templates You can set up personalized inquiry response templates that are used for each type of reply shown (Available and Unavailable). Under ReservationManager, click Settings. Click Reply as Unavailable Email Template or Reply as Available Email Template to make changes to the template text. Make the changes needed. Use the following tags when you want to include elements that are different from inquiry to inquiry (e.g. the guest's name); make sure to type all caps with the underscore. - GUEST_NAME = the guest's first name - OWNER_NAME = your first name - OWNER_EMAIL = your email address - OWNER_PHONE = your phone number When all changes have been made, click Save. HomeAway.com, Inc. 2012 Page 19
Setting up Response Templates You can revert to the original text at any time by clicking the link provided. HomeAway.com, Inc. 2012 Page 20
Exporting Inquiry Data Export Inquiry Data To download your inquiry history to a spreadsheet: Log into your dashboard account. From the left pane, click Inquiries. Click Export Inquiry Data. Select your start and end date, or click Select all Inquiries. Click Submit. Select Save File, then click OK. This saves the file as a.csv which HomeAway.com, Inc. 2012 Page 21
Exporting Inquiry Data can be opened by any spreadsheet application. Go to your downloads folder and find the file that begins with Inquiries. Open this file to view a spreadsheet of your inquiries. HomeAway.com, Inc. 2012 Page 22
Sending Quotes Send a Quote Quotes can be sent during the inquiry process, or sent separately at any time from the Inquiries link. From Inquiry Details, click Reply Available to send a reply. Customize your email response and click Add Quote to create a quote to send with your reply. In Step 2, complete the sections as indicated (the selections made will be automatically available for future quotes, but can be changed at any time): - Rental Amount type your preferred rates for the period requested. Click Add a Fee to enter additional fees beyond the rental rate (e.g. Cleaning Fee) - Sales & Lodging Tax select the appropriate tax option. ReservationManager will automatically calculate the tax amount based on the % you entered. - Damage Protection select your preference. See the Damage Protection section below for details on Property Damage Protection. When the quote is complete, click Send Reply with Quote. Your HomeAway.com, Inc. 2012 Page 23
Sending Quotes response and quote will display in the Inquiry Details view, above the original traveler inquiry. For your reference, the date and time of your response is also displayed: You will receive a copy of your email response to the traveler, as shown: HomeAway.com, Inc. 2012 Page 24
Sending Quotes HomeAway.com, Inc. 2012 Page 25
PAYMENT REQUESTS Sending Payment Requests Send a Payment Request Rental payment requests can be sent from existing quotes or created as needed directly from an inquiry or reservation. From the Inquiries or Reservations screen, click Details next to the specific guest. Click Book It!. If a quote was previously sent, the rental quote information will be pre-populated. Make any changes needed in Step 1 and click Next. HomeAway.com, Inc. 2012 Page 26
Sending Payment Requests In Step 2 Payment Schedule, select the number of payments you would like to receive from the guest (1 3 available). If there is more than one payment, select the due date relative to check-in. The system will divide the payment amounts equally, but you can edit the payment amount if preferred. If there was a refundable deposit selected on the quote, it will be included in the final payment amount. Click Next. In Step 3 Rental Agreement, select your Cancellation/Refund Policy from the drop down menu. This is required for your HomeAway.com, Inc. 2012 Page 27
Sending Payment Requests protection as it will ask the guest to agree to the policy before making their online payment. You may upload your rental agreement in Adobe.PDF format by clicking Upload Rental Agreement. You may also copy and paste text directly into the field provided. Click Next. In Step 4 Message, make any changes to the email message text as needed. Click Review. In Step 5 Review and Confirm, check your payment request for accuracy. Click Back to make changes. If everything is correct, click Send and Schedule Now. HomeAway.com, Inc. 2012 Page 28
Sending Payment Requests An email will be sent to the traveler with payment details, as well as a copy to your email account. Your guest can click the Pay Now link to make their payment online. There is also a link to view the complete Rental Agreement. Once opened, they can also download and print the Rental Agreement. Payment Notifications and Confirmation When an online payment has been processed, your guest will receive a payment receipt via email confirming their payment. You will also receive a copy of this email. HomeAway.com, Inc. 2012 Page 29
Sending Payment Requests The transaction ID provided in the email can be used as a reference should you need to contact HomeAway.com or VRBO.com regarding any questions about the transaction. Once a payment has been made, the inquiry is automatically moved to your Reservation list as Reserved. HomeAway.com, Inc. 2012 Page 30
Sending Payment Requests Notice of Payment Deposit - VacationRentPayment Once a payment has been deposited in your bank account, you will receive a Direct Deposit confirmation email from VacationRentPayment showing the transaction, with processing fees deducted: PayPros (PPI) Merchants If you are a PayPros (PPI) customer, you will continue to receive the same reporting and communication you always have. HomeAway.com, Inc. 2012 Page 31
Managing Payments Review Payments by Status Once a payment request has been sent, the current status will show in the payment details of the inquiry. Payment statuses include: Scheduled - Payment request is scheduled to be sent on a date, but not sent yet Sent - Payment request email has been sent (7 days prior to due date) Overdue - Payment due date is past and the payment has not been paid online, marked as paid, or canceled. Paid - Payment has been paid online Refunded - Payment has been fully or partially refunded Cancelled - Payment was cancelled Failed - Payment was not able to be completed due to wrong credit card number, wrong expiration date, NSF, etc. Error - Payment is in error state HomeAway.com, Inc. 2012 Page 32
Managing Payments Search for Payments by Guest or Status If your list of payment requests is multiple pages long, you can search by the guest name, email or phone number to assist in locating the payment. You can also select the Payment Status to filter on a status (i.e. Sent, Refunded, Cancelled). Resend a Payment Request If the guest did not receive their payment request via email, ask them to check their junk/spam folder and confirm the email address where they would like the request sent. From the inquiry, click Payment Details tab. For the appropriate scheduled payment, click Resend Request. HomeAway.com, Inc. 2012 Page 33
Managing Payments This will resend the payment request to the email address on the inquiry. Take Payments over the Phone While it is possible to take credit card payments on behalf of the travelers, it is not advised. The traveler should agree to the terms and conditions, as well as the rental agreement, which is done by checking the I agree checkbox. This can cause a dispute resulting in approved chargeback to your account. From the appropriate Inquiry, click Payment Details. Next to the payment request to be paid, click Traveler View. HomeAway.com, Inc. 2012 Page 34
Managing Payments Ask the traveler if they would like to add the Carefree Rental Guarantee to their payment (this also shows up with they make the online payment themselves). Select the payment method for the traveler (Credit Card or echeck). Complete the fields as required with the provided information from the traveler. Check the checkbox that you read and agree with the Rental Agreement, Privacy Policy and Terms and Conditions. This is required to process the payment. Click Submit Payment. A Thank You message will appear showing the payment was processed successfully. There is also a link to View Rental Agreement at any time from this page. Note: If your guest accesses the page after payment is complete, it will not allow them to pay again, it shows payment already complete. IMPORTANT NOTE We recommend that you have your guests make their initial payment online so they may review and agree to your rental agreement and cancellation policy. HomeAway.com, Inc. 2012 Page 35
Managing Payments Accept Offline Payments (Checks) If you receive a check from the traveler instead of an online payment, you can mark it paid manually. In the appropriate guest record, click Payment Details. Next to the payment received, click Mark Paid. Click Confirm to mark as paid. Send Additional Payment Requests Up to 5 additional payment requests can be sent after the original rental payment request has been sent to the traveler. This can include services and fees other than the rental stay (i.e. for boat rental, additional nights). From the appropriate inquiry or reservation, click Payment Details. Click Add a Payment Request. Type the Description, Amount and Message to the Traveler. Click Send. HomeAway.com, Inc. 2012 Page 36
Managing Payments If you are sure you want to send the New Payment request, click Schedule Payment. The Additional Payment Request is sent immediately and is due within 7 days, regardless of the dates of stay. The Additional Payment request will be added to the Payment Details tab for the reservation. HomeAway.com, Inc. 2012 Page 37
Managing Payments An email will be sent to your guest, along with a copy to you, showing the details of the Additional Payment request and the due date. Refund a Payment Payments to travelers can only be refunded back to the account from which the payment was made (i.e. echeck payments are refunded back to the echeck account). From Payment Details, click Refund next to a completed payment (status of Paid). HomeAway.com, Inc. 2012 Page 38
Managing Payments Select Full Amount or Partial Amount. Type in the partial amount to be refunded. Partial amounts might be used for a partial refund of a damage deposit. Type in the Description and click Refund Payment. Payment details will be updated to show Refunded or Partial Refunded. Once a partial refund has been processed on a single payment, no other refunds can be processed on that payment. An email will be sent to the guest, along with a copy to you, showing the details of the refund transaction. HomeAway.com, Inc. 2012 Page 39
Managing Payments Once the refund has been processed from your bank account, you will receive a confirmation email from VacationRentPayment showing the refund transaction, with the adjustment refunding the original transaction fee: HomeAway.com, Inc. 2012 Page 40
Managing Payments Cancel a Payment Request You can cancel a payment request once it has been sent to the traveler. The system will not allow you to cancel a payment request if a payment has been made. You will have to refund the payment before canceling the request. From the appropriate guest record, click Payment Details. Next to the payment to be canceled, click Cancel Request. HomeAway.com, Inc. 2012 Page 41
RESERVATIONS AND CALENDAR Managing Reservations Search for Reservations by Guest or Status If your list of reservations is multiple pages long, you can search by the last name, upcoming, past or all reservations. You can also specify the check in and checkout dates. View Reservations on Your Calendar Once you locate the reservation to view, click Reservation Details to open the reservation. HomeAway.com, Inc. 2012 Page 42
Managing Reservations The Reservation Details tab will show a timeline of events for the individual reservation. Click Add Note to add additional notes regarding the reservation. Type your note and click Add Note to add to the reservation timeline. HomeAway.com, Inc. 2012 Page 43
Managing Reservations Create a New Reservation From the Reservations list or the Calendar view, click New Reservation. Complete the reservation fields as indicated. There are three types of reservations: - Tentative this can be used to hold the reservation in anticipation of payment by a traveler. This status should also be used when requesting payment from travelers sourced outside HomeAway Inc. listing sites. - Reservation this is a regular reservation by a traveler - Blocked this blocks the calendar, but not necessarily by a traveler, it could be for personal use or maintenance Check in and Check Out dates are required. Remaining fields can be completed as needed. When complete, click Save. The creation of the reservation will be added to the timeline for the reservation details. HomeAway.com, Inc. 2012 Page 44
Managing Reservations The reservation can be edited at any time by clicking Edit Reservation on the Reservation Details tab. HomeAway.com, Inc. 2012 Page 45
Managing Reservations Cancel a Reservation To cancel a reservation, click Reservation Details for the reservation to cancel. Click Cancel Reservation. At the prompt, click Yes to confirm cancellation or No to cancel without making changes to the reservation. HomeAway.com, Inc. 2012 Page 46
Managing Reservations View Your Calendar Click Calendar in the left toolbar to view the reservation calendar. The default view is by year. Change the Show From month to change the starting month and year. Click Month to view a month of the calendar at a time. Click Year to go back to the year view. HomeAway.com, Inc. 2012 Page 47
Managing Reservations Print Your Calendar From the Year view, click Print to see a printable version of the year s calendar with the dates color-coded for the type of reservation (legend at bottom). Your computer s print dialog will appear allowing you to print the calendar out on paper. From the Month view, click Print to see a printable version of the month s calendar with the dates color-coded for the type of reservation (legend at bottom). Your computer s print dialog will HomeAway.com, Inc. 2012 Page 48
Managing Reservations appear allowing you to print the calendar out on paper. From the Reservation list, click Print to see a printable version of the reservation list displayed (filter list as needed before printing). Your computer s print dialog will appear allowing you to print the list out on paper. HomeAway.com, Inc. 2012 Page 49
APPENDIX Fees and Refund Structure The following are the fees associated with a VacationRentPayment account: Service Processing Fee Annual Fee Visa/MasterCard/Discover 2.5% of Transaction Amount NONE International Visa/MasterCard 3.75% of Transaction Amount NONE Chargeback Fee $25.00 per Chargeback NONE Basic ACH/ echeck Processing FREE NONE NSF Fee $25.00 per NSF INCLUDED Refunds to Guests Original transaction fee is credited back NONE HomeAway.com, Inc. 2012 Page 50
Other Services HotSpot Tax Services HotSpot Tax Services is a HomeAway partner that helps owners to simplify their tax compliance. HotSpot provides services for all filings, payments, forms and correspondence with local, state, and federal taxing agencies. In the Sales & Lodging Tax section of the Quote step, there is a tooltip/rollover that opens a link to the HotSpot Tax site: Property Damage Protection (PDP) ReservationManager provides choices on how you may protect your property from accidental damage caused by guests. PDP is an insurance policy that you may offer your guests in lieu of, or in addition to, a refundable damage deposit. Your guests purchase the policy on the traveler payment page when they pay online. You may submit a claim to cover any damage to your property during the guest's stay, up to the maximum amount designated by the level purchased. More information is available at www.propertydamageprotection.com or call (888) 501-3025. HomeAway.com, Inc. 2012 Page 51
Other Services There are three levels of protection available: If you select Property Damage Protection as an option for your guests, the amount of the PDP policy is added to the quote and payment email sent to the guest. Once purchased, your guest will receive a PDP confirmation email showing you, the homeowner as the beneficiary of the policy. You will also receive a purchase confirmation email from CSA, HomeAway Inc. s partner for the PDP product. Carefree Rental Guarantee The Carefree Rental Guarantee reduces concerns potential guests might have about vacation rentals. Travelers can purchase it as an option via the Reservation Manager payment page. The guarantee provides up to $10,000 in protection if the property is significantly not as described, guests cannot access the property, their refundable damage deposit is wrongfully withheld, or their payment is stolen as a result of Internet fraud. More information is available here: http://www.homeaway.com/guarantee/home.html Offering the Carefree Rental Guarantee conveys that you and HomeAway stand behind your property. The Carefree Rental Guarantee reduces concerns potential guests might have about vacation rentals, provides peace of mind that their rental will be as described, and protects rental HomeAway.com, Inc. 2012 Page 52
Other Services payments up to $10,000. The Carefree Rental Guarantee does not cost you anything. Travelers pay a small fee (~2%) of the amount of protection they d like to purchase. The Carefree Rental Guarantee will automatically be included as an option on the ReservationManager payments page. To remove the Carefree Rental Guarantee from ReservationManager: Log into your account. Click Settings on the left side of the page. Click Product Settings. Select No, do not offer this to my guests and click Save Changes. HomeAway.com, Inc. 2012 Page 53