GoStaySpain Support

Hosts - Frequently Asked Questions


Listing your Rental

Is it free to list a rental?

Yes, it is completely free to list a rental on GoStaySpain. Just tell us the price you wish to receive per night .We add our charges and administrative fees to this price. Your Guests pay the amount you wish to receive, plus our fees and charges.

How do I add a rental?

At the top of each page its says LIST YOUR RENTAL-FREE. Just click on this and follow the sign-up to GoStaySpain procedure and then fill in the Rental Listing Form and add your photos and submit it. The GoStaySpain Team will check it and publish it on the site. If you need any help or have any questions about it please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.. Then you can start receiving enquiries and bookings!

I have several rentals to add. How can I do this?

You will need to fill in a Rental Listing Form for each property with its price per night and photos. If you need any help please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.. We can help with the upload of multiple rentals.

I have a guesthouse/B n B with different private rooms to offer. How can I do this?

You will need to fill in a Rental Listing Form for each different room type that you wish to offer for rent with its price per night and photos. If you need any help please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.

My rental isn’t showing on the site. Why is that?

We check all rental profiles before publishing them on www.gostayspain.com It may take a few (working) days before you see your rental live on the site.We’ll send you an email as soon as your property profile is live. Also, if you make any changes to your listing, we will check them first, so again it will be a few days before you see the changes live on your listing.

How many photos can I add to my listing?

The minimum amount is 4 photos. However, we recommend you add at least 10 photos. Guests like to see as much of a rental and its surroundings as possible. Make sure you choose great photos as this will help you to attract bookings. Your default/lead photo is very important so choose one that showcases your place at its best.

I’m not receiving many enquiries. Why is that?

To ensure that you receive lots of enquiries and bookings we suggest that you:

  • Price your rental competitively. Check out prices for similar properties in your area and reduce your rates, if necessary.
  • Make sure that your rental listing has great photos and a good description. Great photos really help to attract bookings.
  • Maintain your availability calendar
  • Always respond quickly to availability enquiries and booking requests.

How do I unpublish my rental?

In your account panel-go to Edit my Rental. Here you can view all the information about Your Rental Listing. At the end of the information is the Unpublish button. Click this button to unpublish Your Rental. Your Rental Listing now will not appear live on the site. When you wish to re-publish your Rental on the site-simply click the Publish button here.


Payments

When do I get paid?

We send payments 48 hours after the planned check-in time of the guest (working days). From the date the payment is made, it will usually take from 2-7 working days for the money to arrive in your account.

How do I get paid?

We can pay you by bank transfer in GB pounds sterling or euros. Your bank may charge you to receive a transfer. Please check with your bank regarding this. Although we transfer your payment after 48 hours, arrival times of transfers can vary according to different banks.

How secure is it to provide my Bank Account details?

Bank account details are used solely to credit or transfer payments into your account. No-one can withdraw funds from your account solely with these details. We take every safety precaution to ensure your details are safe with GoStaySpain using appropriate physical, technical and administrative procedures .We also use Secure Sockets Layer (SSL) encryption when collecting or transferring financial information such as your billing details.

When and how do I collect my security deposit?

You will need to collect this from your Guest personally on their arrival and refund it on their departure- subject to there being no damage caused by Guests in the property ofcourse. You need to specify the amount of the security deposit in your Rental Listing.

When and how do I collect any other additional fees such as for cleaning or for drinks/food consumed?

These must be collected by the Host from the Guest locally. Again you need to specify any additional fees in your Rental Listing. In the case, of Guesthouses and B n B’s, home and heritage stays Guests are solely responsible for paying their bills for any drinks/food consumed and GoStaySpain accepts no liability to pay these bills.

Do I have to pay taxes on my rental income?

Yes, you need to pay all service/sales taxes, local taxes, income tax and all other taxes arising on your rental income. You may want to factor these into the price you charge per night as it is best to offer an inclusive price.You need to make arrangements to comply with all legal requirements concerning taxation. GoStaySpain does not accept any liability for your arrangements regarding you and your rentals taxation compliance.


The Booking Process

I have received an Availability Request, what do I do?

You need to check if you have the requested dates available in the property/room and reply as soon as possible – either a) Yes, those dates are available or b) Sorry, those dates aren’t available. Responding as quickly as possible will help you to get more bookings. If you respond that your rental or room is available the Guest can now go ahead and book it through our secure booking system.

I have a confirmed booking. What should I do next?

You need to get in touch with your Guests, as soon as possible, by email or telephone and arrange their check-in / key collection etc. All your Guests contact details will be in your booking confirmation. Guests will appreciate these details being arranged promptly so they can be sure of a smooth check-in /arrival process. If you do not contact the Guests or haven’t returned their calls or emails regarding check in at least two days before their planned check in date, we reserve the right to cancel your booking and relocate the Guests, and no payment will be made to you.

How can I contact a Guest before their booking is complete?

You can contact a guest using the messaging system through the site. Simply go to your message inbox to reply. Messaging through the site maintains your privacy and protects you from scams, phishing attacks and fraudulent payments. Once a Booking is accepted and confirmed you will receive the Guest’s details and they will receive yours: name, email address, phone number and postal address.

What about additional fees?

These must be collected by the Host from the Guest locally. You need to specify any additional fees in your Rental Listing. In the case of Guesthouses, B n B’s,etc. Guests are solely responsible for paying their bills for any drinks/food consumed and GoStaySpain accepts no liability to pay these bills. Also, it is best to include service/sales tax in your prices so we can offer the Guest an inclusive price. If these are not included and payable at the property you need to specify this on your Rental Listing and collect these payments from your Guest. Please note that additional fees may be an unattractive prospect to Guests, which is why we recommend factoring them into your price per night, wherever possible.

What are the cancellation policies?

Cancellation policies protect both Hosts and Guests in the event of a cancellation by the Guest. Hosts choose the cancellation policy that best suits them. The refunds that Guests will receive are determined by the cancellation policy the Host has chosen. Hosts receive the amount they have specified. Our fees and charges are non-refundable and will be retained in all cases. You choose the cancellation policy that best suits you. However, please note that a strict cancellation policy may deter Guests from booking. Please see our Booking Terms for more details.

These are the cancellation policies we offer.

Hosts can choose from the following cancellation policies.


Cancellation Policies

  1. Relaxed: Bookings cancelled up to one week before arrival date will receive a 85% refund ( our admin costs/ fees are deducted and are non-refundable).So if a Guest cancels less than one week before arrival the Host will be paid their rental fee.
  2. Moderate: Bookings cancelled up to 2 weeks before their arrival date will receive a 85% refund (our admin costs/ fees are deducted and are non-refundable) So if a Guest cancels less than 2 weeks before arrival the Host will be paid their rental fee.
  3. Firm: Bookings cancelled up to 4 weeks before their arrival date will receive a 85% refund( our admin costs / fees are deducted and are non-refundable). So if a Guest cancels less than 4 weeks before arrival the Host will be paid their rental fee.

All cancellations must be made by contacting This email address is being protected from spambots. You need JavaScript enabled to view it. in writing

Can a Guest cancel their Booking?

Guests can cancel their booking at any time. The cancellation policy that you – the Host has selected will apply.

Can a Host cancel a Booking?

As a Host you should never cancel a booking. Guests have made their travel plans based on your commitment to them. If it is unavoidable and you have to cancel a booking for any reason you must first contact the GoStaySpain team. Please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. Please note that if you cancel a booking more than once we reserve the right to terminate your GoStaySpain account.

Can GoStaySpain cancel a Booking ?

In some rare situations GoStaySpain may cancel a booking.

Situations when we may cancel a booking are -

  • If a Host has not made contact with a Guest 2 days prior to the Guests check-in and the Guest cannot access the Property.
  • If we detect a possible scam or fraudulent payment (such as a credit card reported as stolen)
  • If Hosts have not fulfilled their obligations, including your obligations under the Terms of Use, the Booking Terms etc. we may cancel future bookings.

Cancelling a booking is not a decision we take lightly, and we would only do so to protect GoStaySpain users and to stop fraud.

Please note that the Guest Cancellation Policies do not apply to such cancellations and no payment will be made to the Host, because the Guest’s payment could not be processed, and we are either refunding the card used to make the booking or had to accommodate the Guests at another property.


General Tips and Suggestions

How can I get more bookings?

The best way to get more bookings is to provide great photos of your place, and make sure your prices are right and lower them, if necessary. Realistic pricing will ensure a good stream of bookings. Always be quick to respond to Availability Enquiries and Bookings from possible Guests. Endeavour to get positive reviews by being a great Host. This will help future Guests to choose your property based on positive feedback from previous Guests. Keeping your Calendar up to date is important too, so that your rental shows correctly in searches.

How much should I charge?

It’s best to look at the prices of some similar rentals/rooms to yours in your area and consider offering a similar price or even slightly lower to ensure a constant stream of bookings. At first, as you don’t have any reviews, you might want to consider setting your prices a little lower than the market to become established and gain reviews. Realistic pricing is very important and a major factor in a Guest’s decision to choose your property. If you need any further advice about this please contact support @gostayspain.com

How can I make my Rental Listing look good?

Photos: Make sure you include great photos of your rental in your listing. You might want to consider hiring a professional photographer to take the photos. Showcase all the bedrooms, living rooms, other rooms and exterior areas of your property. Guests appreciate photos of views, gardens and any special details in your place that show its character and quality, too. Great photos will get you more bookings!

Description: Describe your rental well and accurately. Highlight all the positive points that encourage a Guest to imagine the great stay they will enjoy there. Describe the views and location, the neighbourhood and any special amenities you offer, as well as the basics like the bedrooms, living room, kitchen etc.

The Title of the Rental: Give your property a clear descriptive and attractive title such as – Beautiful villa with private pool. Include details such as rental type, location, positive attributes.

The Location: Describe the neighbourhood , amenities, distances to major attractions etc. Some Guests would like to be close to the sights or shops, restaurants etc. and this information may well make then decide to rent your place.

How do I answer a low rated review?

Firstly, check your Rental Listing to make sure that is accurate and fairly describes your property. This will help to avoid any misunderstandings or incorrect expectations your future Guests may have. It should give clear information about all the main features of your property. Thus, Guests won’t be disappointed and will be happy to provide positive reviews and recommendations.

GoStaySpain encourages Hosts to respond to negative reviews in a fair and polite way, putting their side of the matter in a factual and concise manner. This shows Guests that you are a caring and welcoming Host, willing to respond to problems that may arise from time to time.

If you think the review is defamatory or unfair, contact us via our Contact Us form and we’ll look into it.