Let's say I have a Standard Apartment with 5 units. How will Hostaway charge me for it?
You will be charged per unit. To learn more please read this article.
How to add/remove units?
In Hostaway, you can go to "Channel Manager" click on the three horizontal dots in front of the multi-unit listing, and select "Add or remove units".
This will allow you to add/remove units. This information will not be passed to all channels.
How are prices calculated for manually created multi-unit direct reservations?
When you start to create a direct booking on the dashboard, 1 unit x nightly rate will be selected as the template. If you add more units or other items, you will need to adjust the pricing in the reservation, depending on the wants and needs of the reservation being created.
Please watch the video for more clarification.
Where can change the unit's name?
Multi-unit listings will have units created with random IDs that are only internal to Hostaway. It will not export to any channels.
You can find the IDs when you navigate to Listings > Edit > Units.
Good to know: The name of the unit can be changed and will be visible on the calendar.
Can I change the prices for each unit?
No, The calendar rate is the same for all units.
It is possible to reduce to only 2 rooms per week?
Yes, it is possible to reduce the room count to sell for particular days. Please follow the next steps:
- Go to your Hostaway Dashboard > Calendar
- Select the dates > Pop-up will appear > Select the date range that you like to reduce the number of rooms to sell
- Scroll down to Rooms to sell > Update the count
- Save
Random will get blocked and you can see the lock icon on the calendar
Why do I see a double booking on my multi-unit calendar?
When a reservation comes in from the channel or website, it will be assigned to a unit randomly.
If you are using multi-units in a listing and you have received two or more bookings for the same dates, it may appear as a double booking in the calendar unit, but it is not.
All you need to do is drag and drop one of the red bookings onto a free space on another unit in that listing or manually edit the reservation.
This is because the system sometimes does not know how to distribute these bookings within the listing, so all you have to do is manually change the unit of the booking.
How can I add/reduce more rooms/units for the listing?
Adding new units will increase the availability of the room
Navigate to Channel Manager> Listing & Mapping > Click on the 3 dots as shown in the screenshot > Click on add or remove multi-unit > According to your requirement you can do the amendment.
However, removing/ reducing units will remove a row from the multi-calendar and may cause double bookings for future reservations.
If you select 1, this multi-unit listing will become a single unit again. This information will not be passed to all channels.
Can I download the Financial Reporting per unit?
Analytics, & Occupancy reports will all report data on a listing level, not on a Unit level.
To learn more about Financial reporting please click here
Workaround to view the financial data per unit:
- Go to Financial Reporting > Rental Activity
- Select the filters according to your requirements and select the Multi-Unit Listing
- To view the unit details > Click on the setting/gear icon as shown in the screenshot
- Select the Unit name and unit ID
- Download the report and use Excel to filter the data on the specific unit
If I change the units in the reservation, will the door code be changed?
The door code is copied to the other lock. If the lock supports custom code values, it will remain the same. So yes, it will be updated according to the changing units.
If I enable Dynamic Pricing for multiple units, how will I be charged per unit or per listing?
It follows the same flow as listing subscriptions and pricing per unit in multi-unit cases.
Why does a multi-unit reservation from Booking.com only block one unit on the Hostaway Calendar?
When a reservation is made on Booking.com and contains private data (like guest details), before the connection to the Payment Service Provider (PSP), only a summary of the booking is shared with the PSP. This summary typically includes basic details such as the room ID, but not the full breakdown of all rooms involved in the reservation.
As a result, Hostaway can’t identify that there are three different units for the booking, so only one reservation is created in our system during the import process.
What this means for you:
- We can't automatically detect if the reservation involves the same room listed multiple times or different rooms altogether
- After the import, we recommend reviewing both sides of the booking (Booking.com and our system) to ensure everything is correct
How to fix it:
- If you notice discrepancies, you can manually create two dummy direct bookings with references and assign the correct unified ID to each.
- Alternatively, you can set the rooms to sell for the affected dates to 0 to avoid any confusion.
Note: After the initial import connection, it’s always a good idea to check both systems and make adjustments as needed to ensure everything is synced correctly.