Account and Billing FAQ
Below we listed various FAQs regarding your Hostaway account billing processes.
What is considered a "listing" for my account?
A listing is any manually created or imported "listings" that gets its own HW listing id number. Listings can be created in many forms and do not specifically rely on a "property" setup.
You have a Villa and are renting this out as 1 full place or guests can book 1 of the 2 separate parts of the villa. The so-called cross-listing setup. In this case, Hostaway will see it as 3 "listings" belonging to the same property. Similar counts for any other "property" that needs independent "listings" to synchronize with channels.
How do I see the total number of listing active for my account?
Go as the main account owner to the Menu Overview, at the bottom of the page you find a total number of listings added to your account.
Can I pause, temporarily suspend one, or all my listings for billing?
Channels demand an active and synchronizing connection with all listings connected to channel manager software. This means that you need to have full access to the Hostaway software for the specific listing to maintain during the time it is "paused". Due to these requirements, we can't offer a module for temporary or future billing suspension per listing or account. You are able to delete listings no longer in use or cancel the Hostaway account when needed.
I deactivated for my listing all channels will that stop billing for it?
The Hostaway software will invoice based on the number of listings in your account. De-activation of individual channels will not be counted during the billing cycle. Make sure you fully delete the listing when no longer needed.
Who can delete listings and how many?
The main account owner and users for the account with admin access can delete listings from the Hostaway software. Be aware that deleting a listing permanently removes all data stored in Hostway and can't be recovered. For this and against abuse we have per account a security function built-in. per Hostaway account preventing bulk deletion of listings. In some cases, your dashboard may inform you about "suspicious deleting" activities. When this happens do inform support with background information and we adjust this "security" trigger for your account.
What happens when my payment failed?
Payments can fail for many reasons. You can find more information here and how to react to failed payment messages.
I have a refund/dispute request?
Refund requests are handled on a case to case basis. By default, Hosyaway does not provide refunds based on the terms of services and/or contract terms agreed on. In some cases, we may find a solution with you. More information is provided on this page.
Where can I find my invoices?
In Settings > Invoices and Charges > You will be able to print/view the different invoices and charges.
When do you charge for my monthly subscription?
How is the invoice calculated?
My invoice charge this month is higher than the total count of listing?
My invoice charge this month is lower than the total count of listing?
For these 4 questions, you can find more information in How does Hostaway billing work?.
I could not find an answer to my case/question?
When you did not find the answer to your question. The Hostaway support team is always willing to answer you. Send a detailed request to firstname.lastname@example.org and we will reply within 72 hours on business days by email to you.