Owner/Manager FAQs

This page is designed for property owners and managers to help answer any questions you have about using the allChalets website.

Getting Started

Go to the register page and enter your details, press Sign Up and the Subscription page will appear. Choose the type of listing that you would like and press continue. The allChalets account Dashboard will appear.

Pay per Booking (Free Listing): If you choose a Pay per Booking listing then press New Property to begin creating your property listing. The system will guide you through the property setup process. When you have finished uploading your property details, your property will be reviewed by the allChalets team and activated for enquiries.

Annual Subscription: If you choose the Annual Subscription, when you click New Property you will be directed to the subscription payment page. After you complete your subscription payment the system will guide you through the property setup process. When you have finished uploading your property details, your property will be reviewed by the allChalets team and activated for enquiries.

allChalets offers a flexible approach to advertising your property. You can choose from an Free Listing or an Annual Subscription:-

Pay per Booking (Free Listing): With a Pay per Booking listing there is no upfront charge to upload and advertise your property. When you receive a confirmed booking we charge a booking fee which is deducted from the rental amount. You can list as many properties as you like.

Annual Subscription: With this option you pay an upfront annual fee per property which covers advertising on the site. There is no booking fee charged on your bookings. If you choose to receive online payments through our Protected Payments system we will charge a small payment processing fee.

You can check our current fees on this page.

To edit your payment details login to your Dashboard and click Edit my details. Go to the Payment Details section and enter your new bank account details. Enter your password to confirm the changes and then press Save. Your new payment details will now be saved.

Each time you request a withdrawal from your rental account we will ask you to confirm your payment details. This is to ensure that your rental payments are paid to the correct bank account.

Payment protection is an important part of the allChalets booking process. For the security of our guests owners can only access their rental payments after the holiday is completed.

As soon as the guests has completed their holiday you can logon to your account and request payment. Payment requests are processed within 48 hours and you should receive your payment with 3-5 days depending on your bank.

To request a rental payment please log in to your account and go to Rental Payments > Withdraw. Enter the amount that you would like to withdraw and press Request. We will process your withdrawal request within 48 hours and the funds should reach your chosen bank account within 3-5 days.


Managing your listing:

To edit your calendar go to your Dashboard and find the property that you would like to edit. Click Stage 6 - Calendar and this will load the Calendar and Reservation List.

To make the calendar unavailable for certain dates you should create a new reservation for these dates. Press New Reservation and then add the arrival date and departure date for the period that you would like to make unavailable.

If you have a cancellation and need to make certain dates available again then you can either Edit or Delete a reservation. Please note that you cannot edit or delete an allChalets online booking that has been confirmed by the guest. You must cancel the booking or contact allChalets to make an amendment.

To edit your advert log in to your Dashboard and choose the property that you would like to edit. Click Edit and this will guide you through each Stage of the property update. You can also go directly to a certain Stage of the property by clicking the Stage links displayed below the property image.

If you would like to change your email address please contact our Customer Support Team using the contact page.

All enquiries and booking requests are automatically sent to your Inbox. We will also send a copy to your registered email address.

To view a message or conversation go to Inbox and click View on the relevant messages. You can then see the whole conversation and any quote that is attached to the conversation.

From the conversation page you can ;

  • reply or send a new message to the guest
  • add or edit quotes
  • review the enquiry details
  • view the guests contact details (only available after the guest has made their payment)

When you receive a new enquiry it will appear in your allChalets Inbox immediately. We will also send a copy to your registered email address.

You can respond to the enquiry in two ways;

  1. Log in to your allChalets Inbox, click View on the enquiry, type your response and press Send. This will send your message to the guest.
  2. Reply directly to the email you received in your registered email inbox. Your email response will be redirected to the guest and a copy of your messages added to your allChalets Inbox.

Adding a Quote: You can add a quote to any conversation. The quote will be emailed to the guest with a link to pay online using allChalets Protected Payments. Adding a quote is the best way to secure a booking. You can also include your message in the quote.

You can see the guest's contact details as soon as they've made a payment. Go to Inbox, select the conversation related to the booking and the guests contact details are displayed in the Conversation Details section.

Contact details are kept private until a booking is confirmed. This is a condition of Protected Payments service. All messages should be processed through our site. Attempting to contact the guest by any means outside of our site is strictly forbidden by our terms and conditions.

As soon as the booking is confirmed you will see the guests email address and telephone number (if provided).

If you would like to remove a property from your account please contact our Customer Support Team using the contact page.

If you would like to close your account please contact our Customer Support Team using the contact page.


Quotes and Reservations:

A quote is an offer for your property for a specific period and price. The quote outlines the holiday dates, group size, the rental costs, security deposit, any extra fees, the cancellation policy and the final price. Issuing a quote is the best way of converting an enquiry into a booking.

When you receive an enquiry you can respond with a quote which confirms the details of the booking and allows the guest to pay online using our Protected Payments service.

We recommend responding as soon as possible to all your enquiries. Owners that respond quickly to enquiries receive more bookings.

If you do not have availability for the period requested in the enquiry it is always a good idea to suggest alternative dates to the guest.

Important: Dates in your calendar aren't marked as reserved when you send a quote. This means that other guests can still make enquiries and you won't miss out on other bookings.

As soon as a guest makes a payment, then the quote becomes a confirmed booking and the dates will be automatically marked as unavailable in your calendar.

There are two ways to send a quote.

1) Responding to an enquiry

When a guest sends you an enquiry you can respond and include a quote.

  1. Go to your allChalets inbox, find the enquiry and click View
  2. Click Create Quote and add the details for this quote. Don't forget to add a message to the guest.
  3. When you have completed all the quote details press Create Quote.
  4. On the next page you can review the quote details and check that everything is correct. You should check your quotes carefully because once the guest pays you have a binding contract with them
  5. At the bottom of the confirmation page press Confirm & Send. This will send your quote to the guest and you will also receive a copy to your registered email.

2) Creating a Quote from scratch

Go to your Dashboard, select the property for which you would like to make a quote, then press Create Quote. This will open the Quote Create page and you can complete the details and send the quote.

When you send a quote the guest will receive an email with the full details of the quote and a link to our site where they can pay to confirm their holiday.

You will also receive a copy of the quote for your records. Your calendar will still show the dates as available so that you can continue to receive enquiries for this period. If the guest makes a payment, the dates will be automatically marked as unavailable on your calendar.

If the guest doesn't pay by the due date listed on the quote then the quote will expire. The default number of days a guest has to pay before a quote expires is seven. To change this:

  • Go to Bookings > Update booking Settings
  • Under Payment options, choose the number of days after sending a quote the deposit or full balance is due.

You can also change this for quotes already sent:

  • Open the quote and go to Edit Quote > Edit or view quote details
  • Under Payment terms, edit the date payment is due.

Up until the moment that guest makes a payment, you can edit any of the details listed on their quote. There are two ways to edit a quote.

A. To edit the quote go to Reservations & Quotes, find the quote that you want to edit and click more details. Click Edit to open the quote page. You can then edit any of the quote details, including the dates, price, payment and cancellation terms. When you're happy with the changes, click Update Quote to review your changes. Then press Confirm & Send to send the revised quote. Don't forget to include a message to the guest explaining what you have changed.

B. You can also edit quotes from your Inbox. Just go to your Inbox and find the conversation which contains the quotes you would like to edit. Click View and then Update Quote. This will load the quote page and you can make your changes and send the revised quote.

After you edit a quote the guest will receive a brand new quote by email asking them to pay online to secure the booking. If the guest tries to pay for the old quote, it will be automatically updated with the new details.

Please note: You cannot edit a quote if the guest has made a payment because you have already agreed on the contract. If you need to make a change you will need to cancel the booking and send the guest a new quote.

Yes you can send an online quote to the guest as long as you have their name and email address.

Go to Reservations & Quotes and click Create Quote. This allows you to create a Quote from scratch. Enter the guests details and the quote information and press Confirm & Send to issue the quote.

The guest will receive an email with the quote details and a link allowing them to pay securely online using our Protected Payments system.

Not necessarily. You can refresh an expired quote and resend it to the guest to try to secure the booking.

There are two ways to make contact with the guest:

  1. Go to your Inbox and select the conversation with this guest. Send the guest a new message asking them if they are still interested in the booking. If they respond you can refresh the expired quote.
  2. Go to Reservations & Quotes and select the expired quotes. Click more details and then Edit. Refresh the expired quote so that the due dates are in the future and then press Confirm & Send. This will send a fresh quote to the guests. Don't forget to include a new message to encourage the guest to confirm the booking quickly.

Important: Dates in your calendar aren't marked as reserved when you send a quote. This means that other guests can still make enquiries and you won't miss out on other bookings.

You can't edit a booking if the guest has paid a deposit, because the booking contract has already been agreed to and confirmed by both parties.

If a guest wishes to change a booking and you are happy to do so, please contact our Customer Support Team using the contact page. To change the booking, we will need to cancel the original booking and make a new one. This will only happen with agreement from both the host and guest.

All cancellations by guests must be processed through allChalets by contacting cancellations@allchalets.com or using our Contact Page. Both the owner and guest will be contacted by our Cancellation Team to confirm the details about the cancellation. Depending on your cancellation policy you may receive a cancellation fee from the guest. Please note that a cancellation is not official until you receive a confirmation email from allChalets.

To cancel a confirmed booking, log in to your account and click on Reservations & Quotes. Find the booking that you would like to cancel and click "more details". Click "Cancel Booking" and you will be guided through how to submit the cancellation request. We will cancel the booking and send a confirmation email to you and your guest. The cancellation is only confirmed when you receive a confirmation email from allChalets.

Please note that cancelling a booking can have an impact on your guests holiday. You should only cancel a booking if absolutely necessary and where possible you should offer an alternative accommodation to the guest.

Please note that if you use our online booking service and cancel more than one booking within six months, we reserve the right to place a cancellation charge on your account.

If the guest doesn't pay the deposit before the due date then the quote will expire and will be marked as expired on your Reservations & Quotes page.

You can send the guest a message from your Inbox to check if they still want to book. If so, you can edit the expired quote and change the due date to sometime in the future.

Important: Your calendar is not updated as reserved when you send a quote, so you won't miss out on other bookings.

You may want to cancel a quote if you have received another booking for the same or overlapping dates.

A booking via our website: If you've received a booking online via our site, then you don't need to do anything. Your calendar will be automatically updated and any other unpaid quotes for the same period will be blocked.

A booking from somewhere else: If you receive a booking directly or from another website, we recommend that you update your allChalets calendar immediately. This will prevent any other bookings being accepted for this period.

To change the default values which appear on your quotes you should go to Reservations & Quotes > Reservation Settings. On this page you can adjust the following items;

  • Cancellation policies - this explains what fees apply if the guest cancels.
  • Payment Options - this explains how and when you require payments.
  • Damage Deposit amount
  • Additional Fees - this allows you to add fees to some or all of your properties. These fees will then appear on each quote. These fees could be things like a Final Cleaning Fee, a Bed Linen fee, an Airport Transfer Fee.

Important: If you change your Quote Settings on Reservations & Quotes > Reservation Settings then these changes will apply to all the properties on your account. If you only want to change the settings for a specific property then you should visit Stage5 - Rental Rates for that property and make the changes there.

You can setup or edit your cancellation policies in two ways;

A. If you would like to apply the same cancellation policy to all properties on your account go to Reservations & Quotes > Reservation Settings and select the desired cancellation policy. This cancellation policy will then apply to all properties on your account.

B. If you would like to change the cancellation policy for a specific property then you should visit Stage5 - Rental Rates for that property and set the desired cancellation policy there. This change will only effect the specific property that your are editing.


Managing & Receiving Payments:

Pay-per-Booking Listings (Free Listings):

If you have a Pay per Booking listing then it is free to list your properties and allChalets will charge you a booking fee for each confirmed booking that you receive. The booking fee is a percentage of the total rental amount and is is clearly listed on the quote page when you create or edit a quote. By using the allChalets website you agree that the booking fee can be deducted from the guests payments.

Annual Subscription Listings:

If you have paid for an annual subscription then you will not be charged a booking fee. Please note that if you have an annual subscription but decide to process your payments through our Protected Payment service then we will charge a small payment processing fee. The payment processing fee is clearly listed on the quote page when you create or edit a quote.

If you have paid for an annual subscription but decide to process your payments through our Protected Payment service then we will charge a small payment processing fee. The payment processing fee is clearly listed on the quote page when you create or edit a quote.

You will not be charged a booking fee if you have paid for an annual subscription.

We will send you a confirmation email whenever we receive a payment from a guest. You can also check the payments that have been made on a specific booking by going to Reservations & Quotes and viewing the specific booking.

If you would like to see a history of all payments that we have collected on your account please log in to your Dashboard and select Rental Payments. This will display the history of all payments received and payments withdrawn from your account.

We provide a standard booking contract that is automatically attached to your quotes.You can review the standard booking contract on this link.

Guests paying online via the allChalets Protected Payment service receive 100% financial protection for their payments.

It is part of the terms and conditions that all payments are received via our online booking system. This is designed to protect both guests and owners.

We cannot protect or confirm payments that are made outside the allChalets website.

This depends on the cancellation policy you chose. Go to Reservations & Quotes and select the booking to see the policy for that particular booking.

You can change your default cancellation policy by going to Dashboard > Reservations & Quotes > Reservation Settings.

Important: In the case of cancellation by the guest allChalets does not refund the booking fee to the owner. You should consider this when you decide what amount of booking deposit you request from your guests.

Payment protection and peace of mind for guests is very important to us. We provide Payment Protection by taking all payments securely online and transferring the guest's money after they have completed their holiday.

Please note: if you operate your property rental as a business then it might be possible to receive your payment before the guest check's-in. Approval to receive payments before the guest has completed their holiday requires payment of a small insurance premium and is subject to approval by the insurance underwriters.

We offer 100% financial protection to all our guests. Because of this is it generally not possible to receive payment before completion of the guests holiday.

However if you operate your property rental as a business then it might be possible to receive your payment before the guest check's-in subject to payment of an insurance premium. Approval to receive payments before the guest has completed their holiday requires payment of a small insurance premium and is subject to approval by the insurance underwriters. Please contact us for our details about this option.

When you or a guest cancels a booking, the cancellation request is processed within 48 hours of the cancellation, and both parties are emailed with the details.

The amount to be refunded depends on your chosen cancellation policy:

  • If you decide to cancel: the guest will be refunded the full amount they paid. Please note that if you cancel more than once in six months we reserve the right to charge a cancellation fee to your account.
  • If the guest cancels: they will be refunded according to your chosen cancellation policy. Go to Reservations & Quotes to see the cancellation policy chosen for that particular booking.

When a guest cancels a booking, the cancellation policy specified for that booking will be applied. Depending on the cancelation policy the guest may be charged a cancellation fee. The cancelation fee will be paid to the owner minus any booking or processing fee that is due.

To check the cancellation policy that applies to a specific booking please review the booking details on the Reservations & Quotes page.

Important: The allChalets booking fee is not refunded to the owner in the situation where a guest cancels. Therefore it is important to ensure that your cancellation policy takes account of this. In particular your booking deposit amount should takes this into account.

If you can't find the answer to your questions on this page you can always contact us with any queries via the contact us page.

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