Frequently Asked Questions

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General

What is iStopOver?

iStopOver is a web-based service where homeowners can list their extra space, while those looking to travel can rent them out. Typical accommodation types range from private rooms in people’s homes, full-serviced apartments, and B&B style rooms. This type of service allows you to save money while traveling, rather than staying in expensive and impersonal hotels.

What do you mean by “Host”?

Host is the term we use for the person renting out space to the Guest.

What do you mean by “Guest”?

Guest is the term we use for the person renting out space from the Host.

How do I register for iStopOver?

To register, all we need are a few details such as your name and email address. Click here to Register for iStopOver.

Why can't I verify my email address?

After you register, we send a confirmation email to your email address. Click on the link in the email to confirm that you have received an email from us. (This is for verification purposes). If you do not receive the confirmation email, check the SPAM setting on your email account. You can request a “resend” by clicking here. Please be sure to let your spam filter know that all email from iStopOver is acceptable and should be directed to your inbox.

What do I do if I forget my username or password?

If you forget your login information please click here.

How do I know if someone is trying to communicate with me about a reservation, inquiry or listing?

You can choose to receive an email telling you that a message has arrived by checking off "Send an email notification when a new message is received" and "Receive daily account update emails from iStopOver" under the "Preferences" tab in "My Profile."

How do you handle different currencies?

iStopOver allows you to both charge and pay in the following currencies: USD, CAD, EUR, GBP, AUD, NZD and RAND

iStopOver also lets you see all prices on the site in your own currency. Simply select which currency you prefer from the seven options found in the top right corner of the website.

In terms of payments, iStopOver can pay hosts in their currency via direct deposit and PayPal. Cheques however, can only be made in USD or CAD, where we will convert the amount from your currency into either of these.

MY DASHBOARD

How do I change my email address?

Go to the "Profile" tab in order to change your email address.

Why do I need to fill out the Profile Details?

This information is important because it lets prospective Guests/Hosts learn a little bit about you. The more information you provide in this section, the more comfortable other iStopOver users will be when communicating with you through the website. Providing information such as your occupation, interests & hobbies, and favourite place to travel will make the website feel less anonymous and more like a community.

Why should I include a Profile Photo?

A profile picture is one of the most important aspects of your profile because it gives other users a sense of who you are, which often can't be achieved with only a description. We recommend that you post your picture so that potential Hosts/Guests can "meet" you!

How do I unsubscribe from iStopOver marketing campaigns?

In the "Preferences" tab of your My Profile section, uncheck "Receive email marketing material from iStopOver."

Messaging

Why do I need to keep all contact within the iStopOver system? Can I make direct contact with a Guest/Host?

All contact between guests and hosts must take place through the iStopOver system because of security reasons. By contacting each other through the site, both of you are able to protect your personal contact information which ensures a safe and secure transaction. Also, by keeping all contact on the site, we are able to provide you with better customer service! Once a booking request is confirmed you will be given each other’s personal contact information.

When I tried to send personal contact information to another user, it seemed to have disappeared from the message.

Due to our privacy policy, and terms and conditions, users are unable to send personal contact information to other users until a booking has been confirmed. Once a booking has been confirmed, we will automatically share the guest’s and host’s contact information with each other. We automatically block out all personal contact information for both of your security. By keeping everything on that chat, we are able to protect both the guest and host from potential scams.
Please note: Any communication and money transferring done outside of the iStopOver system is at your own risk. We take no responsibility. Examples of Personal Contact Information Include (but are not limited too):
- Phone Number
- Email Address
- Personal Website
- Facebook or LinkedIn Links

Hosts

Is there a way that I can get my listing on a higher search results page?

Of course there is! The search results are based on our highly sophisticated ranking algorithm. The rankings are always changing, so you can work your way to the top. You can improve your ranking by having a completed profile (description and picture), staying active (responding to booking request, responding to messages, keeping your calendar up to date), making a great listing (lots of picture, in depth description) and getting reviews from Guests.

How can I find out more information about the Guest?

We encourage our Guests to put up as much information as they can into their profile. If you would like to know more about them, then you may ask them directly. If the Guest’s profile does not have a picture, feel free to ask them to post one.

How many listings can I post on iStopOver?

You can post as many listings as you like on iStopOver. The more, the better!

How do I create a Listing?

All you need to do is click on the List Your Property Button at the top of the homepage, or click here.

What are the different types of properties listed on iStopOver?

Entire Apartment or Entire House is exactly that - a full, private house or apartment for your use. A Private Room means that the Guest will be renting a private bedroom or suite in your home, in which you or another Guest will able be residing (in the apartment, not in the same room!).

Why isn't my listing showing up in search?

The search system takes a little while to reflect changes in your listings (or the addition of new listings). Please wait a while and try again.

How do I edit my listings?

Log in and go to your Dashboard (your name at the top of the page) and click on My Listings. Once you are in the My Listings section you can edit your listing, photos, description, and custom rates.

How do I upload or remove my listing’s photos?

Log in and go to your Dashboard and click on My Listings. Once you are in the My Listings section you can edit your photos for any listing.

How do I set/edit my listing’s custom rates?

Log in and go to your Dashboard and click on My Listings . Once you are in the My Listings section you can set custom rates.

How do I edit my listing’s calendar?

Log in and go to your Dashboard and click on My Calendar . Once you are in the My Calendar section you can edit and sync your calendar.

Can I sync my calendar with non-iStopOver calendars, so I do not have to update my calendar manually?

Of course you can! You can sync your iStopOver calendar with AirBnB, HomeAway Connect, Google Calendar and iCloud Calendar. Just follow the instructions in the My Calendar tab in your Dashboard.

How long do I have to respond to a booking request?

You can respond to a booking request anytime within 48 hours after the request has been sent. After 48 hours the booking request expires. Hosts should respond as quickly as possible, as the guest has most likely sent out requests to multiple hosts. Keep in mind that unanswered booking requests will negatively effect your listings’ ranking! We ask Hosts to respond even if the accommodation is unavailable.

How do I stop getting booking requests for dates that are unavailable?

The easiest and most effective way to avoid getting booking requests for dates that are unavailable, is to keep your calendar up to date. Potential guests are not able to submit booking requests for dates that are ‘unavailable’ on the calendar.

How/When do I collect the cleaning fee?

If you require a cleaning fee, you can either ask for it in cash upon the Guests’ arrival, or you can have it added automatically to each booking. If you choose to collect it upon arrival then it . If you would like us to collect it on your behalf, then you can add it as an included amenity.

How/When do I collect the security deposit?

If you require a security deposit, it must be stipulated in your listing description. You should collect the deposit from the guest upon their arrival, as Guests should not send Hosts any money before their check-in day.

How does the Guest get to the accommodations? How do I get in contact with the Guest? How do I give them the keys for the accommodation?

After a booking is completed, the Host and Guest’s contact information will be shared automatically with each other through an iStopOver email. You can contact each other and make all the arrangements surrounding their arrival and stay, including key exchange.

How/When do I get paid?

After the guest has checked-in with you, they will provide you with a Reservation Code. You then provide us with the Reservation Code by logging into your account and entering the code under the corresponding booking. After we receive the Reservation Code, we will transfer you your funds, according to the method set in your Profile.

What is the Host Processing Fee?

The Host Processing fee is 3% of the sum cost of the booking. This charge covers the processing and handling of the transaction, and the transfer of funds.

How can I cancel a booking?

We encourage hosts to never cancel a booking. In the circumstance that you must cancel, you must notify us, and we can cancel it on your behalf. We ask that you let us know as far ahead in advance, so we can help the Guest find alternative accommodations.

What is the cancellation policy if the Guest cancels?

You, the Host, set the cancellation policy. If the Guest cancels then they are issued a refund in accordance to your cancellation policy. When you create a listing, you must enter a cancellation policy. The policy that is in use at the time that the Booking Request is submitted, is the policy that will be taken into affect. If you change your cancellation policy after the booking has been confirmed, their refund will be based on the original cancellation policy.

Is it safe to rent a room in my home?

iStopOver helps you make it as safe as possible by collecting the payment for the stay from a Guest prior to their arrival. This ensures that you do not incur bad debts and that no cash transaction takes place between you and your Guests. No Guest will receive your address until they have paid us 100% of the funds, so you can be assured that you are guaranteed your money if a guest is standing at your front door. The actual rental agreement is between you and your Guest. iStopOver recommends that you communicate directly with potential Guests before they arrive and that you become comfortable with a specific Guest before allowing them to rent with you. Using the power of social media on the Internet, iStopOver makes the process transparent so that you can view ratings of Guests, and they can view ratings of you.

What does it cost to list on iStopOver?

It is free to post listings, browse listings and register. When a booking is made, a service fee is payable by Guests. This service fee is added on top of a Host’s rates and not subtracted from them. It is subject to the same cancellation fee as the rest of the booking. (See “Am I charged a deposit?” for details). A Host will incur a 3% processing fee for each confirmed booking. This fee is to cover the transactional costs iStopOver incurs from receiving and redistributing payments.

How do I post a listing?

First, Register for iStopOver. You will receive a validation email, requesting you to click a link to validate your account. Once you are validated and on the iStopOver home page click on the red “List Your Property” button in the top right of the screen, and you will be guided through the simple listing process. Once you are satisfied with your listing, you can publish it to the site and it will become available for potential Guests to view. You may edit your listing at anytime, even after it has been published.

What details do I need to enter for Payment Method?

There are three methods of payment that can be selected from the drop-down menu. If you wish to be paid by check, please provide your name and mailing address and iStopOver will mail you a check as soon as a Guest's stay is finished - there is no billing cycle, checks are mailed immediately. Please note that checks can only be issued in CAD or USD. The equivalent conversion will be made for the currency you charged. For a direct deposit, we will need the relevant banking information depending on your location. You may enter your banking details through the “Profile” section of your Dashboard and the appropriate form will present itself once you have selected your location. If you would rather be paid via Paypal, please provide your PayPal email address and your payment will be processed within 24 hours of check-in. It's that simple!

Can the price be negotiated with a Guest?

This is up to you. Many of our Hosts have fixed prices that are non-negotiable under any circumstances. However, iStopOver gives full control to you when deciding the final booking price for your place. Some of our Hosts are willing to accept lower offers from prospective Guests, particularly for longer stays.

What happens if a Guest does not give me their Reservation Code?

You should make sure that the Guest gives you the Reservation Code when they arrive at your door. If a guest does NOT provide you with the Code, we cannot release the funds to you. Make SURE that you receive the reservation code from your Guest as soon as they arrive. Remember that a Guest is not obliged to give you the Code, and in that case you are not obliged to let the Guest stay at your home or apartment. The Code is there as a safeguard for both the Guest and the Host. You can be assured that once you receive the Reservation Code, you will be guaranteed the payment for your Guest's stay. If a Guest does not want to give you the Reservation Code, please try and find out what the problem is and rectify any issues that the Guest may have.

How does the Review system work?

Reviews are a great way for Guests to share their experience with other potential Guests, and gives the Host an opportunity to build credibility. It also allows Hosts to share their experience with the Guest, so that other Hosts can gain a better sense of who they are inviting into their home.

How/when do I get Reviews?

After their stay, we send the Guest an email asking them to submit a review about you and your accommodation. Once the review has been completed and submitted, it will appear under your profile and your accommodation for others to view.

How/when do I review the Guest?

After your Guest’s stay, we will send you an email asking you to submit a review about the Guest. Once the review has been completed and submitted, it will appear under their profile.

Guests

How can I see the listing on a map?

You can click on the Map tab to see the general location of the listing. Once the booking has been confirmed you will be supplied with the exact address.

Why can’t I know the exact address right away?

You are given the general location of the address, however we don’t provide you with the exact address before confirmation of the booking due to our privacy and security policies.

How can I find out more information about the Host?

We encourage our Hosts to put up as much information as they can into their profile. If you would like to know more about them, then you may ask them by clicking on Ask Host a Question. If the Host’s profile does not have picture, than you can ask them to post one.

Why does the price of certain listings say “from”? Why are there different prices for different dates?

iStopOver Hosts have the ability to set seasonal rates for different dates eg. New Years, Easter, or 4th of July. If a listing’s price has ‘From’ written next to it, then the host has set custom seasonal rates. You can see all the different custom rates by clicking on the Rates tab.

How come some listings do not have any reviews?

Some listings do not have any reviews because the Host might be new and has not had any completed bookings. You are welcome to ask the Host any questions you might have regarding the accommodation.

Can I bring my Pet?

If you will be travelling with your pet, please check the listing to see if the Host has a pet policy. If there is no pet policy in the listing’s description, then you may contact the Host directly and ask them.

Do hosts require deposits?

Some Hosts require that a Guest pay a fully refundable safety deposit. Hosts are required to state that they require one, as well as the total amount in their listing’s description. All deposits are handled separately from the booking and are between the Guest and the Host.
Please note: should a discrepancy occur in the return of the deposit this matter is between the Guest and the Host and iStopOver takes no responsibility.

Making a booking

My booking request was declined or expired. What happens to my payment?

You are only charged when a booking is confirmed. Since it was declined or expired, you were not charged and the authorization hold on your payment has been lifted.

What is the Service Fee

The service fee is a 10% fee that we charge for the process, handling, and facilitating of the booking. It is a 10% charge on top of the sum total of the listing price.

What payment methods do you accept?

Stopover accepts Visa or Mastercard, as well as payments made through PayPal.

What do I do if my credit card or PayPal isn’t working?

If you keep getting errors when trying to use your credit card or PayPal, and you are sure that you are entering all the information correctly, then please contact us.

How do I get to the accommodation? How do I get in contact with the Host? How do I get the keys for the accommodation?

After a booking is completed the Host and Guest’s contact information will be shared with each other. You can then contact each other and make all the arrangements surrounding your arrival and stay, including key exchange.

When do I give the Host the Reservation Code?

When you, and ONLY when you, arrive at the accommodation and you have made sure that it matches the description, do you supply the Host with the Reservation Code. If you feel that the accommodation does not match the advertising listing, do not hand over the Reservation Code to the Host, and please contact us immediately.

I submitted a booking request. Now what?

Hosts have 48 hours to respond to a booking request. We notify the Hosts by email about pending booking requests. If a Host does not respond within 48 hours, the booking becomes expired and you will be notified. We inform you by email as soon as the booking is accepted, declined or expired.

What is the cancellation policy?

You are subject to the cancellation policy set by the Host, which is stated on the listing’s Property Details under “Cancellation Policy”. Make sure you are aware of the cancellation policy before submitting a booking request.

How do I cancel a booking?

You can cancel your booking anytime on your own. Go into your Dashboard and click on the booking which you would like to cancel. You will then see a ”Cancel Booking” button. Please Note: your cancelled booking will be subject to the cancellation policy set by the Host, as well as the 10% iStopOver fee.

Wise Ask!

What is Wise Ask?

Wise Asks! allow Guests to communicate their requirements to all Hosts in a specific city. Guests fill out a brief form asking about the details of their stay and it is sent to every Host in that city who have available calendars. Once made, Hosts are able to respond to the Wise Ask!, and in doing so compete to accommodate the Guest.

What are the benefits of this feature

Not only does this significantly shorten the time between requests and completed reservation, but it ensures that both Guests and Hosts get the best deal on mutually agreeable terms, and that the discerning needs of a Guest can be accommodated. Secondly, this allows a Guest to instantly reach-out to an entire community of suitable Hosts with their desired stay, rather than inquire with each Host individually. It’s a faster and easier inquiry process for both!

How does this help Hosts?

Once a Guest makes a Wise Ask!, Hosts in that city are immediately alerted of the opportunity and are able to respond with an offer. It allows Hosts to accommodate even the most discerning travelers, in that Guests are able to make their desires known on the Wise Ask! form. It also gives Hosts greater access to a larger number of Guest inquiries.

How does this help Guests?

Guests benefit from Wise Asks! too, in that their requests can be acted upon immediately. Once a Guest makes a Wise Ask!, all available Hosts are notified, and therefore travel plans can be finalized faster than ever before. Not only is Wise Ask! a time-saving feature, but it ensures you receive the best accommodation for your needs.

Once I have posted a Wise Ask!, what happens?

You will receive an email within seconds summarizing and confirming your Wise Ask! This reassures you that it is in our system and has been sent out. Instantly, all suitable Hosts in the city you have selected are alerted that there is a Wise Ask! At that point, they can respond to your Wise Ask! with an offer to accommodate you. You, as the Guest, are kept informed at every step along the way. Most importantly, you are able to reach out to every Host at once, and choose the accommodation that suits you best.

How will Hosts get back to me?

If a Host would like to accommodate you, they can then reply to your Wise Ask! with an offer of accommodation which is made through a “custom quote”. You may then pay and confirm the booking, or correspond further through messaging on the website. We are very cognizant of the need for confidentiality. Only once the booking is confirmed will contact information be shared between Guest and Host. Until then, iStopOver is the intermediary for all communications.

iStopOver Mobile Alerts

What are Mobile Alerts?

Mobile Alerts are SMS notifications (text messages) sent directly to your mobile device. These alerts give you real-time notifications of your booking activity.

How do I enroll?

While logged into your iStopOver account, go to the "Profile" section and you will see the section labelled "iStopOver Mobile Alerts". Follow the easy registration steps and pick which notifications you would like to receive.

Does this service cost anything?

This service is completely free from our end. Please note that your mobile provider will manage these incoming texts based on your service agreement with them.

Can I respond to these messages?

No. At this point, the purpose of these alerts are to simply notify you of your booking and messaging activity so that you may respond through your iStopOver account or email.

What numbers are these messages sent from?

These messages will only be sent to do from the following number(s). We will NEVER send you a text message from any other number.
US: +1 646-783-1476 (+1 646-783-1ISO)
Canada: +1 647-931-1476 (+1 647-931-1ISO)
UK: +44 20 3322 1476 (+44 20 3322 1ISO)

In what locations is this service available?

This service is currently available to those with mobile numbers native to USA, Canada and the United Kingdom. We will be expanding to more locations shortly.

How to I unsubscribe to this service?

From the "Profile" section of your account, simply go the the "Mobile Alerts" section and you can opt out of this service. You can also edit which messages you receive. You can also reply with STOP to any of the messages you receive from us to stop receiving messages (send START to receive them again).

Fraud and Abuse

How do I report Abuse?

Immediately contact iStopOver at support@istopover.com. If there is anything that may be criminal (stealing, etc.) be sure to contact the police as well. Remember, you are entitled to ask a Guest to leave your home.