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Frequently asked questions
Hosts · Reviews
Can I delete a review left by a guest? My guest left a bad review, what can I do?
Reviews provide valuable feedback and insights that can help improve the guest experience. However, there might be instances where you believe a review should be removed.Here’s a guideline to help you understand when and how you can request a review deletion:When Can a Review Be Deleted?A review left by a guest can only be deleted if it violates the terms and conditions of the platform where the review was posted. Common violations may include:Use of offensive or inappropriate languageDiscrimination or hate speechIrrelevant content that is not related to the guest's stayViolations of privacy (sharing personal details)Factual inaccuracies or fraudulent statementsBe aware that differing opinions, constructive criticism, or negative feedback do not qualify for deletion unless they breach specific guidelines.Steps to Request a Review Deletion:Review the Platform’s Terms: Before submitting a request, familiarize yourself with the terms and conditions of the platform where the review was posted. Here are links to common platforms:Airbnb Terms and ConditionsBooking.com Terms and ConditionsBooking.com Review RemovalVRBO Content GuidelinesVRBO Review GuidelinesAssess the Violation: Determine if the review content violates any of the guidelines of the respective platform. Make notes or take screenshots as evidence to support your claim.Contact Holidu Support:Include the booking number and a detailed explanation of why you believe the review violates the terms and conditions.Await Response: Our customer service team will review your request and coordinate with the relevant platform to determine the appropriate course of action. Please note that the final decision belongs to the platform itself and not Holidu.Utilizing Guest Reviews:Even when a review cannot be removed, it's essential to use this feedback constructively. Consider:Addressing issues raised in the review to improve your property or service.Responding to reviews professionally to show potential guests your commitment to excellent service.Remember, transparency and willingness to improve can enhance your reputation as a host and attract more guests to your property.For additional assistance, feel free to reach out to our customer support team. We are here to help ensure your hosting experience is as smooth and rewarding as possible.Hosts · My Holidu Account
What is the Holidu Host referral Program?
About the Referral ProgramThe Holidu Hosts Referral Program is our way of saying thank you for spreading the word. Whether you're a Holidu host or an Ambassador, you can earn generous rewards by referring new hosts to our platform — and your friends benefit too!Referral BenefitsBy referring properties to Holidu, you can unlock exciting rewards:Earn a minimum of €75 for every referred property that gets published on Holidu.Your referred host benefits too! They receive 50% off their activation fee when they join Holidu.Super Referrer Bonuses:€100 extra for referring 3 properties€1000 extra for referring 10 propertiesHow to start referring Host process:Log in to your Holidu account Go to “Referral Program”at the top right side under “More” Copy your unique referral link Share it with other potential hosts via social media, email, or message Ambassador process:Sign upVisit the sign-up page here to become an Ambassador. Create your accountFill in your details to set up your Ambassador profile. Add your billing detailsEnter your billing information so you can receive your referral rewards. Copy your unique referral linkAfter your account is set up, you'll get a personal referral link. Start sharingShare your link with hosts and start earning rewards!About the Referral PlatformThe Referral Platform is designed to help referrers easily track referrals, earnings, and progress. With intuitive navigation, real-time tracking, and automated payouts, you can focus on maximizing your rewards while enjoying a seamless experience.Referrer-Centric DashboardAn intuitive design for you to track their performance, earnings, and referral progress with ease. This user-friendly interface ensures that you can quickly access the information you need without unnecessary complexity.Real-Time Referral TrackingStay up to date with a live referral tracker that provides real-time insights into:Referral sign-upsProperty publicationsEstimated payouts. This ensures complete visibility into the status of your referrals and potential earnings.Automated & Accurate Payout ProcessingOur system includes built-in billing validation to prevent errors and ensure prompt payments. Engaging, Gamified ExperienceWe believe in making referrals fun and rewarding! Our dashboard includes gamification elements such as:Visual milestones to track progressBadges and rewards to keep referrers motivated. By celebrating achievements, we ensure you have a more engaging referral experience.Self-Service Billing, Invoice, & Profile ManagementReferrers have full control over their billing and profile details. This feature allows you to:Independently update billing informationAccess referral payout invoices anytime.Easy-to-Share Referral LinksSharing your unique referral link has never been easier! With the built-in sharing function (especially on mobile), you can quickly:Copy and share your unique referral linkPost it on social media, email, or messaging apps in just one click. This seamless sharing process helps maximize your referrals with minimal effort.The Holidu Referral Program is only present in regions where Holidu operates.Properties must be published on Holidu to be eligible for Referral rewards. Full terms of use can be found here.Start Referring & Earning Today!Make the most of your referrals with our intuitive dashboard and lucrative rewards. Log in now and track your success!Hosts · Check-ins & Stays
FAQs - Guest check-in feature
Automated Guest Data Transfer / Online Check-inManaging legal obligations like guest registration can feel overwhelming—but Holidu makes it easy. This guide explains why registration is important, how Holidu helps you automate the process, and provides step-by-step setup instructions for your account and local authority connection.1. Why do you need to do this?In many countries (like Spain, Italy, Portugal, and Germany), hosts are legally required to collect and submit guest information to the local authorities shortly after check-in. This regulation helps ensure security, traceability, and compliance with local laws.If you're hosting in Spain, Royal Decree 933/2021 mandates reporting each stay through a dedicated portal of your local government, for example SES.HospedajesNot complying with these rules can lead to penalties or fines. That’s why it’s crucial to have a reliable system in place. 2. How do you benefit from the automatic transfer?The Online Check-in feature in your Holidu account automates this process by sending your guests a form where they can provide their necessary data. Once configured, Holidu handles the data collection and transfer—no more manual entry into government systems.Your key benefits:✅ Legal compliance with minimal effort ✅ Automatic guest data transfer to the correct authority ✅ Digital guestbook you can download anytime for inspections ✅ Built-in reminders and guest communication ✅ 100% free-of-charge for Holidu hosts ✅ Secure and privacy-compliant handling of sensitive guest data 3. How to set it up?3.1 Registration with the responsible government portalBefore activating the feature in Holidu, you need to register your accommodation with the relevant local authority. In Spain there are three options:RegionAuthorityGuidelinesSpain (except Catalonia/Basque Country)SES.HospedajesHow to connect to SES.HospedajesCataloniaMossos d'EsquadraConnect to MossosBasque CountryErtzaintzaConnect to Ertzaintza🛠️ Each authority requires a digital certificate, Cl@ve access, or equivalent credentials. Please note that this is mandatory to continue with the following steps. Once registered, you’ll receive a username, password, and in some cases a renter or accommodation code — which you’ll enter in your Holidu account to establish the connection. With the Royal Decree 933/2021 it is mandatory for hosts to report their data to SES.Hospedajes (except for Basque Country and Catalonia). Previous connections with Guardía Civil or Policía Nacional are no longer valid. Please create an account with SES.Hospedajes and update the information in your Holidu account. Use the links above for a guidelines on how to register 3.2 How can I connect my Holidu account and the authority account?If you are using the mobile app, please make sure that you have the latest version of the app.1. Log into Holidu and go to the “Account” section. Click on the “Configure” button present in the “Online guest registration” section2. You will see here your list of properties. Click on the “Configure” button next to the property that you want to connect to the police or authority.3. Complete the form, click on “Activate automatic sending to police,” select the right authority (SES.Hospedajes, Mossos d’Esquadra or Ertzaintza), and enter your username and password. Do not use your Holidu credentials here, but the login credentials you received from your authority. If you are with SES.Hospedajes you will also need to provide the accommodation code and renter code - you can find them in your SES.Hospedajes account and will also receive them via email. Click on “Validate.”4. Once it is successfully activated, click on “Save changes” at the end of the form.5. If no error message appears, that means that your property is now connected to your responsible authority. To avoid errors please make sure: that you are using the right Owner fiscal code. This is either your ID number, or the NIE if you’re not Spanishthat you put your full ID or NIE number, including all zeroesthat you used the login credentials your received from your local authority and not your Holidu login6. You can now close the form and see that the connection is active.*If your property is located in Catalonia or the Basque Country, select Mossos d'Esquadra or Ertzaintza, respectively. 4. How does it work?Once setup is complete, the system works automatically. Here's what to expect:4.1 Process for the guestAfter booking, your guest receives an email (or in case of Airbnb, a message) with a link to a secure online check-in formThe guest fills out details for all travelers, including document scanning (passport or ID) They can either fill the data manually or automatically import all fields by uploading an identification document. This process needs to be repeated for everyone travelling with them.The data is then submitted securely and stored in the systemIf a guest does not fill out the form, additional reminders will be sent to remind them of their duties. In case your guests do not comply, you can always fill out the data for them. ⏰ At 11:00 PM on the day of check-in, the guest data is automatically submitted to the relevant authority.4.2 Status in your toolIn the booking details, we show the status for each booking as follows: Started, but missing dataHere you see if your guests already started the process. As long as it is not finished for every person travelling with them, the status will be shown as incomplete.Guest data complete but not yet transferred (because the check-in date is in the future)Guest data successfully transferred to the authorityError in reporting the dataIf there was an error with the data transfer you will see this message. Below we give some advice on how to resolve this yourself. 4.3 TroubleshootingIssueWhat to do⚠️ Data incomplete or missingRemind guests or manually fill in the form via the booking details view. 5 days before check-in your guests will receive an automatic reminder with a link to the check-in form again❌ Error in data transferPlease check that the credentials you added in your Holidu account are correct. Don’t use the login credentials for your Holidu account, but the ones you use for SES.Hospedajes.If you checked already and the errors still persists, reach out to our support and we will help you resolve the issue. 🧾 Frequently asked QuestionsQuestionAnswerWhy does Holidu offer this feature?Spanish law requires hosts to register all guests with local authorities. This tool automates the process, ensures legal compliance, and saves time for hosts.Which authorities can I connect to in Spain?- Mossos d’Esquadra - Ertzaintza - SES.HOSPEDAJES Is registration with SES.HOSPEDAJES mandatory?Yes, unless your property is in Catalonia or the Basque Country, where Mossos d’Esquadra or Ertzaintza remain applicable.Can I use this feature for all types of bookings?Only bookings created through channels supported by Holidu are eligible. Manual bookings and iCal-based imports are not supported.Can I send guest data from previous reservations?No. The online form is only triggered for future bookings. Reservations made before enabling the police connection are not covered. You must register those manually in the portal of your responsible authority.What guest data is collected and sent?Personal details (name, date of birth, nationality, ID type/number, etc.). Only minimal required data is visible to the host (name, age). Full data is sent securely to authorities.Will I have access to the guest data? We only show the names and age of the guests to our hosts, which is the required information for the guestbook. We do not show additional information, like ID numbers. What happens if guests provide their information and then cancel the reservation? If the guest cancels their reservation, the data will not be sent to the authorities. Will I receive a notification when guests provide their data?We do not send notifications in these cases. However, you will be able to see if the guests have provided their data for each of the reservations. Do children need to be registered?Yes, all guests must be registered regardless of age. For Spanish minors under 14, ID and signature are not required, but the responsible adult’s relationship must be recorded.What happens if guests don’t complete the form?They will receive an automatic reminder 5 days before arrival day. If still incomplete, the host can either:- Manually fill out the form in presence of the guest- Resend the linkData must be submitted before 23:00 on the check-in day to profit from our automated connection.Can I fill out the form for my guests?Yes, directly from the booking details screen. You can also scan their ID or enter data manually during check-in.Can I modify data after submission?No. Once sent to the authority, data cannot be edited. If there's an error, contact Holidu support or re-enter data manually on SES.HOSPEDAJES.When is the data sent to the authority?Automatically at 23:00 on the check-in day. Hosts are responsible for ensuring data is complete before this time.Do collaborators have access to this feature?No. Only primary accounts (with editor rights) can configure connections. Collaborators can see the form in booking details but cannot activate or manage it.What happens if my authority credentials change or expire?You’ll need to manually update them in Holidu. Expired passwords may cause a failed data transfer. Always verify connection status in the “Account” section.Is the guestbook legally required?Yes. The guestbook acts as your digital log for police checks and must be retained for 3 years, as per Real Decreto 933/2021. Hosts · My Holidu Account
How to connect your Holidu website to your own domain?
Already have a domain you would like to use? Great news, you can now connect it to your new Holidu website!Before you get started, make sure you have access to your domain provider’s settings (e.g. AWS, Vercel, etc.). Just a quick heads-up: if you already have a website live on that domain, it will be replaced by your Holidu website once this process is complete.Here’s a simple step-by-step guide to help you connect your domain:Step 1: Initiate the process in Holidu application by entering the configuration of your WebsiteClick on “Enable website” if is not enabled yetClick on “Connect my domain”After you start the setup and enter your existing domain name, you will see a DNS tab appear.Here, Holidu will generate a few specific DNS values for you.You will need to copy these values and add them to your domain provider's settings in the next step.Tip: Don’t worry if you’re not familiar with DNS settings, we will guide you through it in Step 2!Step 2: Create a new CNAME in your domain settingsNow, log in with your domain provider and look for an option to create a new record or a new DNS record. A mask will open.For the “Type” select CNAMEIn the Holidu application, copy the “NAME” value from the CName line (1) and paste it into the name field of the record you want to createThen copy the “VALUE” from the same line (2) and add it to the value field of the record you want to createThe fields “TTL” and “Routing policy” can usually keep their prefilled valuesAfter making those settings, create the recordExample (AWS):Important: If there are already records saved for the domain you want to use, please make sure to delete those. This will disconnect your existing website from the domain, so it will not be accessible for customers anymore. This step is necessary so you can connect the domain to your new Holidu Website.Step 3: Add a CAA DNS record in your domain settingsCreate another record in your domain settings. This time:For the “Type” select CAAIn the Holidu application, copy the “NAME” value from the CAA line (3) and copy it into the name field of the record you want to createIn the value field paste the value you get from the Holidu application (4)Some providers might require a special format for the value field, for example 0 issue "awstrust.com". In this case you add the value (4) from above in quotation marksThe fields “TTL” and “Routing policy” can usually keep their prefilled valuesAfter making those settings create the recordExample (AWS):Step 4: Head back to your Holidu application to check if the records are recognizedWith the records you just recorded in place, Holidu will automatically check the DNS settings you just added. This process usually takes around 5 minutes.If everything looks good, your domain will be verified, and you will be guided straight to the final step of the setup.Almost there!Step 5: Add an ALIAS DNS record in your domain settingsAfter Holidu verifies your domain, there is just one more DNS record to add in your domain settings.Holidu will provide you with the following values:You are almost there, just one more record to go!Create a new record, change the Type to ALIAS this time.In the Holidu application, copy the Value provided for the ALIAS record.Paste it into the Value field in your domain provider’s settings.Before moving on, make sure your domain provider settings now include the following three records:ALIASCAACNAMEAll three are needed for your Holidu website to connect properly.Step 6: Final verificationHead back to the admin UI and wait until the domain is verified.Holidu will automatically check everything you have set up. This may take a couple of minutes.Congratulations, you can now access the Holidu host website via your own domain!Hosts · Taxes and Regulations
How can I get my Certificazione Unica report?
We know how important it is for you to keep your tax documents in order. If you're a Holidu Host in Italy, you may need your Certificazione Unica to complete your annual tax return.What is the Certificazione Unica?The Certificazione Unica (CU) is an official tax form that reports the withholding tax amounts for each Host, based on their bookings. If Holidu has withheld any taxes from your earnings, this report shows the total amounts for the previous calendar year. You can use this information for your annual tax declaration.Holidu also makes this document available to you directly in your Host account, similar to how you access your DAC7 report.How to download the Certificazione Unica?To get your Certificazione Unica, simply follow these steps:Go to your Holidu Host account: Log in with your Host credentials. Navigate to “Your Reports & Certificates”: Scroll to the bottom of your account page. Download the report: Click on Download, then choose the year you need. It’s that easy to access your tax documentation.Frequently Asked QuestionsWhy can't I find my Certificazione Unica in my Holidu account?There are a couple of reasons why your Certificazione Unica might not be available:No tax withholding in 2024: If Holidu didn’t withhold any taxes for bookings with check-ins in 2024, no report will be issued. Missing Italian Tax ID (Codice Fiscale): If we withheld taxes but your account doesn’t have a valid Italian Tax ID, we cannot submit your data to the Italian Tax Authorities, so the report will not be generated.My account was deleted. How can I access my Certificazione Unica?If you no longer have access to your Host account, just reach out to our team with the option at the bottom of this page. We’ll help you retrieve your Certificazione Unica manually.What should I do if my Certificazione Unica has incorrect data?If you submitted the correct data before March 10th and your report still has errors, please contact us with the details that need correction. If incorrect information was submitted on your side, we’re unfortunately unable to amend the report after submission.My cadastral data is wrong or missing. What should I do?Although we can’t update the Certificazione Unica once it's submitted, it's important to correct your records:Log in to your Holidu account Update your Land Registration Number with the correct Codice Comune, Foglio, Particella, and Subalterno. Keeping this information accurate helps ensure correct data for future reports. Hosts · Reviews
Review Guidelines for Hosts
Guest reviews play an essential role in helping future guests choose the right accommodation. Here’s everything you need to know about how reviews work on Holidu and what to expect as a host.How the Holidu Rating System WorksGuests can rate their stay on a scale from 1 (lowest) to 10 (highest).The overall property rating is calculated as the average of all received rating scores.Guests can provide subscores on specific categories, such as:Location, cleanliness, description accuracy and value for moneyGuests may also leave written feedback to share additional context or details about their stay.Who Can Submit a Review?Only guests who booked through Holidu can leave a review after completing their stay.Reviewers may choose to display their first name and last initial, or stay anonymous.Reviews submitted through partner websites are subject to their own terms and conditions.Editing or Deleting ReviewsGuests can edit or delete a review submitted via Holidu by contacting our Customer Service Team directly.What Kind of Reviews Are Displayed?We show reviews from:Holidu guestsPartner platforms and well-known travel websites These may appear as:A single review from one guestAn aggregated rating score based on multiple reviewsAdditional details like reviewer country, travel group type, and more Note:Reviews are primarily sorted by booking date, with additional sorting options available (e.g., by rating, guest type, etc.).Reviews with written content are prioritized.For fairness, negative reviews (below a certain score) are only shown if the property has at least two reviews.Where Can I See My Reviews?All reviews received for your property are visible in your Holidu Host account under the Reviews section. Here you’ll find all reviews, regardless of the booking channel.Please note: It may take up to 14 days from the time a guest leaves a review until it becomes visible on the booking channel and in your Holidu account.To access the Reviews section:Log in to your Holidu Host account.Click on Property/Properties.Go to Configuration and then click on Reviews.You can also check reviews directly on distribution channels. Keep in mind that when doing this, you’ll only see reviews from bookings made through that specific channel (not the overall total).To view reviews on distribution channels:Log in to your Holidu Host account.Click on Property/Properties.Go to Configuration > Distribution Channels.Next to each distribution channel, click the link to your property’s listing page on that channel.Open the channel’s Reviews section (e.g., on Booking.com → Guest Reviews) to see feedback specific to that platform.On Holidu, the overall score from all reviews is displayed. However, the text of the review is only visible if it was left on a booking made directly through Holidu.Important: It is not possible to resend the review request email to guests upon the host’s request, as these emails are automatically sent by each booking channel according to their terms and conditions.Review Compliance StandardsTo ensure quality and fairness, we display all legitimate reviews, regardless of whether they are positive or negative. However, reviews must comply with the following standards:Not allowed:Illegal activity referencesPolitically or religiously sensitive contentPromotional content or external linksPersonal details (e.g. full names, contact info, payment details)Profanity, hate speech, threats, or sexual contentSpam, fake reviews, impersonation Reviews must be:Truthful and travel-relatedHelpful to other guestsWritten by the actual guest who stayedHosts and partners are not allowed to post reviews on behalf of guests or offer incentives for reviews.Responses to ReviewsHosts may have the opportunity to respond to reviews from certain platforms such as Booking.com, Airbnb and Vrbo. This helps provide context or show appreciation for guest feedback.Reporting ReviewsIf you believe a review violates these guidelines, please contact our Customer Service Team, so this can be looked into!Translations DisclaimerSome reviews may be translated using DeepL.Please note: Holidu and DeepL disclaim all warranties regarding translation accuracy or reliability.Note: Please bear in mind that the opinions in reviews are those of the guests and do not reflect Holidu’s views. Holidu acts as a distributor, not a publisher, and accepts no liability for review content.Do you want to contact us?
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