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  • Security
  • Your Account
  • Your Listing
  • Manage Reservations
  • Privacy

How is the booking fee calculated?

Booking fees apply for listings on the pay-per-booking listing model.

This overall fee is comprised of:

  • 15% commission charged for the rental amount, any fees (such as cleaning or pet fees), and any additional payments.
  • 3% credit card processing fee charged on the total payment amount you receive from your traveller, including taxes and refundable damage deposits. The portion of the processing fee charged for the damage deposit is refunded when you refund the deposit.

VAT is only payable on the commission charge of 15%. The VAT percentage charge will be based on your country of residency.

Products offered to your travellers, such as Property Damage Protection, Carefree Rental Guarantee, and Cancellation Protection, are not subject to any fees.

You get paid through our secure payment platform which allows you to take advantage of Paypal processing or via bank transfer.

Your payouts will typically be disbursed fifteen business day after your guest checks out.

  1. Log in to your account.
  2. Click My subscription in the profile navigation menu.
  3. Select Package from dropdown.
  4. Click Choose & Pay.
  5. Enter your informaions.
  6. Click Pay.

  1. Log in to your account.
  2. Click My Profile.
  3. Navigate to Email for receiving Paypal Payments.
  4. Enter you paypal email account.
  5. Click Update profile.

How do I spot a booking enquiry scam?

Although rare, some seemingly legitimate booking enquiries can come from scammers. If you receive a booking request that exhibits several red flags, use caution.

Top five red flags

  • Demonstrates a poor grasp of spelling, grammar, capitalisation, and punctuation
  • Gives far more information than the typical traveller
  • Requests to communicate and even pay on another site.
  • Wants to pay by certified cheque, bank cheque, or unsecured wire transfer
  • Sends an enquiry with no comments or ones that don’t match your property.

How to protect yourself

To dramatically lower your chances of falling for a booking request scam, we recommend the following policies.

  • Never accept more than the amount due.
  • Never send refunds for any overpayments.
  • Only accept online payments.
  • Click Contact Us if you suspect you are being scammed.
  • If an enquiry is not legitimate, you can mark it as spam.

Please forward suspected phishing emails or screenshots of text messages targeting your Abridiva account to our automated processing system at spoof@abridiva.com. For security reasons, we do not respond to emails sent to this email address.

If you believe your Abridiva account or your personal email account has been compromised, please contact us immediately.

If you have received a suspicious enquiry, please report it as spam from your Abridiva dashboard.

We have a strong commitment to security best practices and industry standards.The most secure way for guests to pay for a vacation rental is on our website.

We are PCI-DSS Certified, which means that we have taken the required steps to ensure our systems are secure to protect sensitive payment card information. We have adopted leading-edge security technologies, provide an enhanced security infrastructure, and make sure to uphold our payment processing partners to the same top-notch security standards and best practices.

We also prioritise compliance with the applicable government regulations regarding data privacy, notifications, and security concerns. As a result, we have adopted a market-leading approach to keeping our customers informed about our key privacy-related policies and procedures.

If your email account is phished, a phisher will intercept emails from travellers and instructs them to send their payment into the phisher's bank account.

Signs that an enquiry email is likely fake

  • When you click the button in the email to respond in your owner account, it takes you to a site designed to look like a Abridiva login page. The web address should start with "https://" and, for most browsers there will be a green padlock icon before the web address.
  • The email does not come from a "@messages.abridiva.com" email address.
  • The message is not in your owner account Inbox.
  • The listing number and/or photo of the property is not yours.
  • If you are prompted to log in to your email, to determine whether the email account website is authentic or fake, read the web address (i.e. www.gmail.com). If the address is not clearly designated as gmail.com, mail.yahoo.com, and so on, or is a long string of random numbers and letters, it’s not your email provider’s login page.

How to handle fake enquiry emails

  • Never click on links in suspicious emails or reply to them. 
  • Report the email to your email provider (i.e. Gmail, Outlook, Yahoo, and so on) immediately.
  • Report the email to us by Contacting us

You are always in charge of who rents your home. There are two types of online booking available: 24-Hour Review and Instant confirmation. Choose the one that works best for you. No matter which option you choose, travellers can reach out to you with any questions before booking and you stay in control of who books by setting your House Rules.


You can still communicate with a guest after they have booked, and you can cancel a reservation if the traveller doesn't meet your House Rules.

We are committed to offering a whole home experience for guests. As such, we do not allow shared spaces on the platform. A shared space is a listing where the guest might share an area inside the property with the host or guests not in their group. For example, we do not permit hostels, dormitories, or homestays. This is not an exhaustive list, so please reach out if you are unsure if your listing is allowed on our site.



Bed & breakfast properties and hotel suites are permitted; however, each room/unit must have:

  • It's own listing
  • A locked entrance
  • Shared amenities and communal areas clearly stated in the property description

How do I change or reset my owner account password?

Resetting your password

  1. Click Login in the upper right corner.
  2. Enter in your email address.*
  3. Click I forgot my password.
  4. You will receive an email with instructions to reset your password.

*Must be the email address associated with your account

Changing your password

  1. Log in to account.
  2. Click on your name.
  3. Click My Profile.
  4. Navigate to Change your password.
  5. Enter your current password.
  6. Enter your new password and confirm by entering again.
  7. Click Reset password.

The password reset link is valid for 24 hours. If it has been over 24 hours since you received the email and you have not yet clicked the link, follow the instructions above to resend yourself the password reset email. It is strongly recommended in this case to clear your cache and cookies before sending a second password reset email.
If you do not receive a password reset email, try entering a different email address. Also, check your junk/spam folder for the email if you have waited to receive it for longer than 15 minutes. 

If you have established your owner Account by linking to your Facebook account, you will need to manage your password through Facebook. If your Google account is linked, follow the steps above to change or reset your password.

  1. Click Login at the top of the page.
  2. Enter your account email address and password.
  3. Click Log in.
  4. Complete two-factor authentication if asked.

In the course of doing business with us, you will receive two types of emails.

Operational emails include notices about traveller booking enquiries and confirmations, subscription renewals, payment receipts, monthly statements, and other operational communications about using our sites or important updates. It is not possible to opt-out of these communications since they are essential to doing business with us.

Marketing emails include promotional opportunities and similar offers. You may change your email preferences and stop receiving marketing emails; however, we recommend you keep these enabled so that you do not miss out on valuable offers.

To stop receiving marketing emails

  1. Click Unsubscribe at the bottom of the marketing email.
  2. Click the appropriate brand.
  3. Enter your email address.
  4. Select Unsubscribe.

To start receiving marketing emails
Contact our Customer Support team and provide them with your preferred email address. Your request is processed within two business days.

Protect yourself by creating a strong password for your online account.


Your email password is one of the most important passwords you have online. If someone gains access to your email account, it is easy for them to reset other passwords to other sites you use by requesting replacements passwords via your email.


A strong password for your account:

  • must contain numbers and letters
  • must be 7-32 characters
  • cannot use a previous password
  • cannot contain commonly used terms such as password, dog, or abridiva.
  • cannot contain a series of numbers or letters such as 1234, 1111, abcd or aaaa.

We're sorry to see you go. Once an account has been deactivated, it cannot be reactivated. To deactivate your account, please follow this instructions:

  1. Log in to account.
  2. Click on your name.
  3. Click My Profile.
  4. Navigate to Delete Account.

Types of data we can delete or anonymize upon request include:

  • Account information
  • Surveys and reviews you provided to us
  • Marketing email history

Important considerations:

  • We need to keep certain information, such as your transaction history and complaints you've filed, for an extended period of time for defense against legal proceedings, should they arise.
  • We'll process your request for data deletion in accordance with applicable laws.
  • For more information about privacy and security, please read our privacy policy.

How can I pause my listing from search results?

Your listing status shows if your listing is currently ActivePaused, or HiddenActive listings are visible and bookable by travellers, while Paused or Hidden listings are not visible or bookable.

How to pause your listing
You can pause your listing if you want to take your property off the marketplace for a short time. For example, if you are going on holiday and won’t be able to manage traveller enquiries and bookings. 

  1. Log in to your account.
  2. If you have more than one listing, find the one you want to edit.
  3. Click Pause button at the bottom of the listing.

How to reactivate your listing

  1. Log in to your account.
  2. If you have more than one listing, find the one you want to edit.
  3. click Reactivate on the Listing Status line item.

  1. Log in to your account.
  2. If you have more than one listing, find the one you want to edit.
  3. Click on the Pen icon in the bottom of the listing.
  4. Click the Location tab, Description tab, Image tab,(and so on) to update the information as needed.
  5. Click Save before navigating to another tab.

Please allow up to 24 hours for your updates to reflect on all search pages.

No listing may be transferred to another party. In the event of a property sale or change in property management, we will provide guidance on options for creating a new listing. Any existing content (photos, description, etc.) will not be transferred over to any new listing created due to a property changing ownership.

If you are selling your property, please contact Customer Support to assist in deactivating your listing. Please be sure to log in to your account and cancel any scheduled payment requests. If the new owner would like to continue advertising the property, they can create a new account and new listing. We recommend that you work with the new owner to gracefully transition future reservations and message those travellers.

We’re committed to protecting the privacy and security of our hosts and guests. To that end, we've created a policy that strikes a balance by allowing reasonable monitoring of the outside of the property while still protecting privacy inside the home.

 

We consider a surveillance device to be anything that captures photos, audio recordings, videos, geolocation, personally identifiable information, or monitors data on the internet.

 

Inside the home
Surveillance devices cannot be used inside of a property. There are two exceptions to this. Smart Devices (like Alexa) and baby monitors are allowed if the guest is informed on the property’s details page and given the option to deactivate them.

 

Outside the home
Surveillance devices such as security cameras and smart doorbells are allowed if they follow these rules:

  • Surveillance devices should only be used for security purposes.
  • Location and coverage of devices must be disclosed on the property description page. It's not enough to include a photo of the device.
  • Areas where hosts have a reasonable expectation of privacy should not be under surveillance.
  • Reasonable measures should be taken to limit access to surveillance data.
  • Surveillance data should be deleted when no longer needed.

 

How to get help
Contact us immediately if you find a surveillance device that you believe violates our policy. This allows us to take the necessary steps to protect everyone's privacy and comfort.

 

Policy enforcement
If a host violates this surveillance policy and a guest leaves a property because of this violation, the host may be required to refund the entirety of the stay. Violations could also result in removal from our platform.

While local rules and regulations may vary, we feel that physical and digital privacy is a critical component of a safe and trusted marketplace. Therefore, we'll enforce our policy even if local laws are less restrictive.

 

Noise monitoring devices
Hosts may have a noise monitoring device to address potential noise complaints from neighbors, but guests must be notified in advance by disclosing the device on the listing's details page.

  • A noise monitoring device should measure only the sound level and not record private conversations.
  • If a property has a noise monitoring device, expectations regarding parties and behavior should be included in the House Rules.

No, you may not change the content of a listing to reflect a different property. Per the terms and conditions of the site, a listing may not be substituted for another property. 
 
Past and present holidaymakers save and bookmark the URLs for listings. Switching a property out for another listing causes confusion for past travellers and concern for those who have booked the property but have not yet stayed there.

Changes made to your listing usually appear on the site within two hours. 
 
You may need to refresh your browser to see the most up to date information. Click the reload or refresh button on your browser, or press the F5 key (or Ctrl + F5 keys) on your keyboard.

We use Google Maps to verify your location. We mark your property's location with a map pin so that travellers know where your listing is and what attractions it's near. You have two options (Exact Pin and Approximate Pin) for how the map displays your listing.

 

Checking your map pin placement

  1. Log into your account and choose the relevant listing
  2. Click Edit Listing, thene Location tab.
  3. Scroll down to the map area to confirm your pin is in the correct location.

Our customer support team is here for you 24 hours a day, 7 days a week.

If your property is impacted by a natural disaster such as a hurricane, earthquake, or tornado, you can temporarily hide your listing so you don't have to worry about declining new booking requests. Once you are ready to accept bookings again, simply unhide your listing so it appears in search results again.

If your existing reservations are impacted, please give us a call to discuss your options.

Listing photos
High-quality photos are critical to the success of your listing. We have created a feature that flags listing photos that do not meet our photo requirements. Replace flagged photos with images that match our criteria. Photos may be rejected or edited if they violate our guidelines.

Photos should be

  • Minimum resolution of 1024 x 683 pixels
  • Maximum file size of 20 MB
  • Format of JPEG/JPG, PNG or GIF
  • Sharp, well lit, high-resolution photos
  • Horizontal (landscape) display

Photos should not be

  • low-resolution, blurry, or too dark
  • black and white
  • inappropriate
  • watermarked
  • copied from another listing
  • oriented incorrectly
  • unrelated to your property or area
  • blank or duplicated

Make sure your photos don't contain

  • a logo or border
  • text of any kind, such as a URL or contact information
  • something other than a picture, such as a document, certificate, floor plan, illustration, or poster
  • copyrighted material
  • a closeup of a plant or animal
  • a license plate
  • a collage of multiple photos or multiple listings

Note: The following instructions are for non-integrated accounts uploading photos to their partner account from a computer. Integrated accounts must upload photos from their software.

  1. Log in to your account.
  2. If you have more than one listing, find the one you want to edit.
  3. Click the Pen icon in the bottom of listing.
  4. Click Images.
  5. Click Select Media.
  6. Select the photo you want to upload. 
  7. Click Open after you have selected the photo(s) you want to upload.

We recommend uploading photos that are 3840 x 2160 pixels or higher for the best quality. The minimum size of photo required for upload is 1024 x 683 pixels. 

Changes to your photos can take up to 10 minutes to display on the traveller-facing website. 

 

If you are having trouble uploading photos to your listing, here are some things you can try:

  • Use a different browser.
  • Verify that your photos are in the correct format (.jpg, jpeg, png, or gif).
  • Verify that the file size does not exceed 20MB.
  • Verify that the file is at least 1024 x 683 pixels. 
  • You may need to double-click the photo to upload. 

Value-Added Tax (VAT), or Goods and Services Tax (GST), is a consumption tax assessed on most supplies of goods or services. In some jurisdictions, VAT/GST may be known by another name such as Japanese Consumption Tax (JCT) in Japan, or Québec Sales Tax (QST) in Québec, Canada. 

We may be required to charge VAT on certain fees received for services supplied to hosts and to guests. In certain jurisdictions, including Australia, Norway, Switzerland, Iceland, and the European Union (EU), fees may be subject to VAT as Electronically Supplied Services (ESS). VAT laws relating to ESS are rapidly changing, and it is anticipated that additional jurisdictions may implement ESS VAT laws.  

For hosts, depending on the jurisdiction of your residence, or location of your property, you may need to charge VAT on the services you provide to guests. In other jurisdictions, we may need to charge VAT to guests on the services you provide. If we’re required to charge VAT to guests, we might, depending on your tax status, send part or all of the VAT amount to you to remit to the local tax authorities, or we might remit all of the VAT amount directly to the local tax authorities. 

Please consult a tax advisor to determine the VAT treatment of the services you provide. If you already registered for and charge VAT on services you provide to guests, please submit your VAT registration number under your billing address in your account.

For guests, applicable VAT is calculated based on the service fee total. If applicable, VAT is charged at the time of booking according to the billing information provided to us. If the booking is changed, VAT adjusts to reflect any change in the service fee amount.

For hosts, applicable VAT is calculated based on the total of either the subscription or booking fee. If applicable, VAT is charged at the time of payment according to the billing address provided to us. You are responsible for ensuring your billing address is accurate as we may not be able to amend, reissue, or modify any invoice. In some jurisdictions, the payment processing fee may be exempt from VAT. Where this is the case, VAT will not be charged on the payment processing fee.

More information on VAT in the EU may be found here.

How do I reply to an enquiry / message?

  1. Log in to your account.
  2. If you have multiple properties, click on the one you want to view.
  3. Click My Inbox in the navigation menu.
  4. Click on the appropriate enquiry message to view the enquiry.
  5. To reply to an enquiry, choose from the following options and continue with the corresponding steps:
    • Reply and pre-approve – Use this when you’re ready to send a payment request and allow your traveller to pay.
    • Reply with text only – Use this to have a back and forth conversation with your guest. Once you’re ready to book, use the reply and pre-approve option.

On occasion, you may need to decline a booking request. Just keep in mind that declining or not responding to a booking request may affect your ranking metrics. If you just need to change the details of the booking request, like dates, fees, or number of guests, you can find out how to make those changes by viewing the related article below.  

Decline a booking request

  1. Log in to your account.
  2. Select My Bookings in the navigation menu​
  3. Select the appropriate pending booking request.
  4. In the bottom, select Reject Booking Request.

An email notification is sent to the traveller letting them know their booking request has been declined.

Instant Booking is an online booking type that allows travellers to instantly book your property. It also confirms booking requests automatically – saving you time!

How it works
When you enable Instant Booking on your listings, all booking requests from travellers are instantly confirmed, and the traveller's credit card is charged for the initial amount. You'll receive a confirmation email that includes the details of the booking, and the reservation is automatically updated in your Reservation Manager.

If a traveller doesn't meet the requirements of your House Rules, or our Policies, Terms and Conditions, you can still cancel their booking. In this instance, it's best to ask the traveller to submit a cancellation request through their traveller account under My Trips, so the cancellation doesn't affect your metrics. If a traveller meets all your house rules, the reservation should only be cancelled at the traveller's request.

The benefits
Many factors go into determining your listings' performance. Instant Booking is one of the factors that determines your rank and search position on our site. For example, if there are two properties where all things are equal except that one has Instant Booking enabled and the other one doesn't, the property with Instant Booking will rank higher. In addition to improving your search position, here are a few other Instant Booking benefits:  

  • Maximise bookings – With Instant Booking, travellers are just one-click away from a confirmed booking – providing the fastest and easiest way to book your property. When travellers can book right then and there, there's less need to shop around!
  • Stay in control – Your House Rules let travellers know what is and isn't allowed when staying at your property. They must accept your rules before booking. If the traveller doesn't meet your House Rules, you can still cancel. Additionally, if you need more time to prepare for bookings, you can always adjust the Reservation settings from your account.
  • Attract more travellers – travellers can filter their search for properties with Instant Booking, so they'll only see properties available for immediate booking. These listings show with a lightning bolt icon, so it's easy to identify.
  • Save time – When you receive bookings automatically, there is no need to review and approve each booking request manually.
  • Opt-out at any time – You can easily switch from Instant Booking to 24-hour review from your account.  

How to change your booking type

  1. Log in to your account
  2. If you have more than one property, click on the appropriate listing
  3. Click Pen icon in the bottom of the listing.
  4. In description tab check (Allow instant booking).
  5. Click Save.

You get paid through our secure payment platform which allows you to take advantage of Paypal processing or via bank transfer.

Your payouts will typically be disbursed fifteen business day after your guest checks out.

To edit your check-in or checkout time

  1. Log in to your account.
  2. If you have more than one listing, find the one you want to edit.
  3. Click Pen icon in the bottom of the listing.
  4. Click Details tab.
  5. Find the Check-in & out times fields.
  6. Click Save.

If your listing has 24-hour Confirmation, a hold is placed on your calendar after a traveller submits a booking request and you'll have 24 hours to either accept or decline their request. If you accept the booking, the request is moved to your reservations list and updated in your calendar. After you accept the booking, the traveller’s credit card is charged and an email notification of your acceptance is sent.

To accept a booking request

  1. Log in to your account.
  2. Select My Bookings in the navigation menu
  3. Find the booking request you want to accept. 
  4. Select Issue Invoice then Send Invoice.

The hold on your calendar will automatically be removed if you decline the booking request, the traveller withdraws their pending booking request, or the booking is auto declined because you have not taken any action after 24 hours.

An email is sent from us to your email address when a traveller submits a reservation request. 

A pending reservation request can also be found by logging in to your account dashboard.

  1. Click on the My Booking icon in the left navigation menu​.
  2. Find out Reservation requests.

Travellers can access their payment history in their traveller account. However, travellers may request a receipt for tax or insurance reasons. In these instances, you will need to create a receipt for them manually. This receipt should show the total reservation amount paid including all applicable taxes. The traveller can download a receipt for the service fee through their traveller account.

If you are having trouble turning enquiries into bookings, here are a few tips to improve and get your listing back in good standing:
 

  • Accept online booking requests from travellers.
  • Make sure to use our payment platform for all bookings.
  • Add up to 50 high-resolution photos.
  • Create a thorough description filled with answers to questions you get asked frequently.
  • Make sure you have valid, accurate rates  with the correct minimum night stay.
  • Respond quickly to enquiries and bookings within 24 hours.
  • Block your calendar for days that you are not renting so that travellers will not enquire or request a reservation on those days.
  • Hide your listing if you have a short-term rental, you're not accepting bookings right now, or are not able to respond to travellers for an extended period of time.

We are always working to improve the website to drive customers to your listing. However, there are many things you can do to ensure a good experience for travellers to help drive good reviews, and hopefully, more bookings. Here are a few examples of what travellers might be looking for while searching, some of which you can monitor through your Ranking Metrics:

  • Detailed property description, photos, and amenities that are up to date, including up to date calendars
  • Fair, competitive, and consistent pricing
  • Timely responses to messages and booking requests
  • Maintain a low cancellation rate by accepting and honoring bookings
  • Keep check-in and access information up to date in our system. This is only shared with confirmed bookings but ensures that your travellers have an easy check-in experience

Providing a good experience to travellers will help you earn excellent feedback through reviews which can help to increase your bookings.

How do I opt-in or out of emails?

In the course of doing business with us, you will receive two types of emails.

 

  • Operational emails include notices about traveller booking enquiries and confirmations, subscription renewals, payment receipts, monthly statements, and other operational communications about using our sites or important updates. It is not possible to opt-out of these communications since they are essential to doing business with us.
  • Marketing emails include promotional opportunities and similar offers. You may change your email preferences and stop receiving marketing emails; however, we recommend you keep these enabled so that you do not miss out on valuable offers.

 

To stop receiving marketing emails

  1. Click Unsubscribe at the bottom of the marketing email.
  2. Click the appropriate brand.
  3. Enter your email address.
  4. Select Unsubscribe.

 

To start receiving marketing emails
Contact our Customer Support team and provide them with your preferred email address. Your request is processed within two business days.

We have a strong commitment to security best practices and industry standards.The most secure way for guests to pay for a vacation rental is on our website.

 

We are PCI-DSS Certified, which means that we have taken the required steps to ensure our systems are secure to protect sensitive payment card information. We have adopted leading-edge security technologies, provide an enhanced security infrastructure, and make sure to uphold our payment processing partners to the same top-notch security standards and best practices.

 

We also prioritise compliance with the applicable government regulations regarding data privacy, notifications, and security concerns. As a result, we have adopted a market-leading approach to keeping our customers informed about our key privacy-related policies and procedures.

We use your personal data to help ensure you have a good experience using our website. If you'd like to find out what personal data we use and why,  please contact us to request this information. 


Note:

  • We only provide messages, invoices and personal data to the person it concerns.
  • For more information, please read our privacy policy.

Customers are data controllers in their own right, it is up to you to be compliant and we are unable to give you legal advice around how to comply.

We can suggest that you go to the relevant Data Protection Authority website to read the guidance they have created. A list of Regulators can be found here. The ICO (UK Regulator) has also lot of helpful guides covering all aspects of GDPR.

We're sorry to see you go. Once an account has been deactivated, it cannot be reactivated. To deactivate your account, please follow this instructions:

  1. Log in to account.
  2. Click on your name.
  3. Click My Profile.
  4. Navigate to Delete Account.

Types of data we can delete or anonymize upon request include:

  • Account information
  • Surveys and reviews you provided to us
  • Marketing email history

Important considerations:

  • We need to keep certain information, such as your transaction history and complaints you've filed, for an extended period of time for defense against legal proceedings, should they arise.
  • We'll process your request for data deletion in accordance with applicable laws.
  • For more information about privacy and security, please read our privacy policy.