Bookably Host FAQ

Yes. Bookably is based in Auckland, New Zealand.

Bookably is owned and operated by Istria.Holiday Ltd, and founded/led by Jovica Mrkela (Managing Director).

Email: [email protected]
Phone: 0800 448 938

Bookably is a New Zealand holiday accommodation platform that helps hosts list and manage their properties and helps guests book stays at the host’s price.

Bookably doesn’t add a per-booking guest service fee, instead, guests pay exactly what the host charges.

How is Bookably different from other platforms?

Bookably is built around a fair pricing model:

• 0% host booking commission
• No per-booking guest service fees (guests pay only what you charge)
• Hosts set their own prices, rules, and policies
• Listings go live after a quick Bookably review for quality and trust

We started Bookably to help make travelling in New Zealand more affordable, while helping hosts maximise their earnings.

Our focus is on fair pricing, a high-trust platform, and growing a strong New Zealand host community.

1. Go to List Your Property in the main menu.
2. Click List Your Property to start.
3. Sign in or create your Bookably host account.
4. For your first listing:
   • Add your profile details
   • Complete Stripe setup so we can pay you out
5. Create your listing (details, photos, pricing, availability, house rules).
6. Publish your listing. Publishing is free, with nothing to choose or pay for to go live.

Submit your listing, the Bookably team will finalise and approve it before it goes live.

The Bookably Host Assistant guides you through everything above, no forms to fill out manually. You upload a few photos and tell it about your place, and it drafts your listing for you.

Having these ready makes listing quick and smooth:

• Property basics: bedrooms/beds/bathrooms, max guests, key amenities, location/area info
• Photos: clear, high-quality images (a mix of interior/exterior + key spaces)
• Pricing: your nightly rates (and any seasonal pricing), plus cleaning/extra fees (if applicable)
• Availability: the dates you’re open, and any dates you want blocked out
• House rules: check-in/out times, pets, smoking, parties/events, quiet hours, etc.
• Payout details: you’ll set up Stripe for payouts (Stripe may request ID for verification)

Listings usually go live within a few hours after you submit, depending on whether anything needs clarification (for example, missing details or photo updates). If we need changes, we’ll contact you.

Yes. You can manage as many listings as you like under one host account. Each listing carries its own annual Plan, and the more you list the less each one costs.

Yes. Many hosts work with a co-host or property manager.

If you need shared access, keep in mind that account access and permissions may be limited depending on what’s available in the current host tools. The safest approach is:

• Keep Stripe/payouts in the property owner’s name
• If you need a co-host to help manage day-to-day tasks (messages, calendar, guest support), contact Bookably and we’ll recommend the best setup for your situation.

Publishing a listing is free, and there is nothing to pay upfront. Each listing carries one flat annual Plan, from $99 a year, and that is your only cost to Bookably. The Plan is collected once a year from a payout, after your listing has started earning. The only other deduction is the standard card processing cost, charged by Stripe at cost.

For the full breakdown, see How Bookably Pricing Works.

The Plan is priced per listing, and the price per listing drops as you list more properties:

• 1 property: $129 per year
• 2 properties: $119 per year each
• 3 properties: $109 per year each
• 4 or more: $99 per year each

Prices are per listing, per year, in New Zealand dollars. If you run more than four properties, get in touch and we will work out pricing that suits a larger portfolio.

The Plan is earnings-contingent, so it is only ever collected from money your listing has already earned. There is nothing to pay upfront. When your listing earns, the Plan for the year is taken automatically from a single payout. It is never a percentage of a booking, and never a separate invoice to pay. A listing that never books never pays.

Every listing comes with the same set of tools and services, included in the annual Plan:

• 0% booking commission and no guest service charges
• Host Studio: a digital guidebook, a printable welcome booklet, and rebook cards
• The AI Host Assistant
• Two-way identity checks and reviews
• Bookably Loyalty and the Bookably Host Community
• A listing on the Bookably marketplace, reaching guests across New Zealand and overseas

No. Bookably charges 0% booking commission. You keep your booking revenue, less the standard card processing cost charged by Stripe to accept card payments. Bookably never takes a cut of a booking.

No. Bookably does not add a guest service charge. Guests pay exactly what you charge for the stay.

Through the flat annual Plan each listing carries. Bookably takes no commission on your bookings and adds no charges for your guests.

Listings stay live indefinitely. Nothing expires and there is nothing to manually renew. The annual Plan is simply collected again each year from a payout, for as long as your listing is published. You can unpublish or remove a listing at any time.

To create a listing, you’ll typically add:

• Property details: bedrooms/beds/bathrooms, max guests, key amenities
• Location info: the area/suburb (exact address is shared with guests only after booking)
• Description: what makes the place special, layout, access, parking, outdoor areas, accessibility notes
• Photos (and/or video, if available): clear images of key spaces
• Pricing: nightly rates (and seasonal rates if you use them), plus any cleaning or extra fees
• Availability: when the property is open for bookings
• House rules: check-in/out, pets, smoking, parties/events, quiet hours, etc.

You can upload minimum 5 and up to 30 photos to showcase your property.

Tip: include a mix of hero shots, bedrooms, bathrooms, kitchen/living, outdoor areas, views, parking/access, and any standout features (spa pool, fireplace, games room, etc.).

Yes, our photo gudelines can be found here.

Yes, Bookably supports videos for listings. Our video guideline can be found here.

Yes. You can update your listing details, photos, pricing, and availability at any time.

Some changes (especially major edits) may require a quick review before they appear, to keep listings accurate and high-trust.

Yes. You can set house rules that suit your property.

We recommend being clear about:

• Check-in/out times
• Noise/quiet hours
• Pets
• Smoking/vaping
• Parties/events and visitors
• Parking and shared areas

Yes. You can pause your listing if you don’t want it to appear in search results or receive new bookings for a period.

Pausing your listing does not cancel existing confirmed bookings.

Yes. You can remove your listing if you no longer want it on Bookably.

If you have upcoming confirmed bookings, you’ll need to resolve those first.

Yes. You can set different rates for different periods (for example: school holidays, summer, long weekends, peak events, and low season).

If you use seasonal pricing, we recommend keeping a clear baseline nightly rate, then applying seasonal rates only where needed.

Seasonal pricing can be combined with other pricing settings (such as minimum stays and length-of-stay discounts).

Not yet. Bookably doesn’t currently support guest-based pricing (for example, “$X per night + $Y per extra guest”).

Yes. Bookably supports length-of-stay discounts based on the number of nights.

You can set a discount to apply automatically when a booking is X nights or more (for example: 3+ nights, 5+ nights, 7+ nights, etc.).

These discounts are applied automatically at checkout when a booking meets the required length of stay.

Yes. Length-of-stay discounts can be combined with seasonal pricing. In general, the booking uses the nightly rates for the dates selected (including any seasonal rates), and the length-of-stay discount is then applied when the stay meets your minimum-night threshold.

Tip: use length-of-stay discounts to attract longer bookings and reduce turnover (cleaning, messaging, and changeovers).

Yes, you can set a minimum booking duration and a maximum booking duration for each listing.

At the moment, these are single, overall settings per listing (one minimum and one maximum). They don’t change automatically for holiday periods, weekends, or seasons.

If you need different rules for specific dates (for example, longer stays over peak periods), you can adjust your settings when needed, or manage availability by blocking dates and using seasonal pricing.

You can add fees to your listing and choose how each fee is charged:

• Per booking (one-off per stay), for example, cleaning or a one-time linen fee
• Per day (per night), for example, a daily charge that applies for each night of the stay
• Per guest (per stay), for example, a per-person fee charged once per guest
• Per guest per day (per guest, per night), for example, a per-person, per-night fee

Make sure each fee is accurate and clearly described. Guests should be able to see all costs during checkout (nightly rate + fees), with no surprise platform-added booking fees.

Yes. You can set a security deposit/bond on your listing.

The deposit is charged to the guest and then refunded back to the guest once the stay is complete, provided there are no issues to report.

If there is damage or a breach of house rules, report it promptly through the Bookably support process and provide any evidence (photos, invoices/quotes where relevant).

Yes. You control your availability. You can open or close dates on your listing calendar, and you can update availability at any time. Because Bookably uses instant bookings, it’s important to keep your calendar up to date.

Yes. You can sync calendars using iCal links, which helps prevent double bookings across platforms.

Best practice is to set up two-way syncing where possible (import and export), and to review your calendar after making changes.

Not yet. Bookably doesn’t currently support direct integrations with third-party channel managers.

If you use a channel manager today, the recommended approach is to use iCal calendar syncing and keep your availability maintained in one “source of truth”.

If a double booking happens, act quickly:

1. Message the guests involved as soon as possible.
2. Contact Bookably support so we can help you work through the next steps.
3. Update your calendar sync settings to reduce the chance of it happening again.

Double bookings are usually caused by lack of calendar sync, so keeping one main calendar as your source of truth helps.

Yes. You can block out dates any time (for maintenance, owner stays, renovations, or personal use). Blocked dates won’t be available to book.

Bookably supports two booking modes, and you choose the mode per listing:

1) Booking request (recommended for most hosts)

1. A guest chooses dates and submits a booking request.
2. You receive the request and can accept or decline.
3. If you accept, the booking is confirmed and the guest completes payment.
4. You and the guest can message each other in Bookably.
5. After the stay is complete, Bookably pays out to you via Stripe (see Payments, payouts, and Stripe).

2) Instant booking

1. A guest chooses dates and completes checkout.
2. The booking is confirmed instantly.
3. You and the guest can message each other in Bookably.
4. After the stay is complete, Bookably pays out to you via Stripe.

It depends on the booking mode you set for that listing:

• Booking request: Yes, you can accept or decline booking requests.
• Instant booking: No, bookings are confirmed automatically.

Keeping your calendar accurate (and synced, if you list elsewhere) helps prevent double bookings in both modes.

Bookably supports both:

• Booking request (most common)
• Instant booking

Hosts choose their preference per listing, and guests will see whether a listing requires a request or can be booked instantly.

Cancellations are handled automatically based on the cancellation policy you choose for each listing.

• If a guest cancels, refunds are processed according to your policy.
• If you need to cancel a booking, do it as early as possible and contact Bookably support if it’s due to exceptional circumstances.

Yes. You can choose a cancellation policy for each listing.

Bookably supports the following options:

• 3-Day Cancellation: Full refund if cancelled 3+ days before check-in.
• 7-Day Cancellation: Full refund if cancelled 7+ days before check-in.
• 14-Day Cancellation: Full refund if cancelled 14+ days before check-in.
• 30-Day Cancellation: Full refund if cancelled 30+ days before check-in.
• 60-Day Cancellation: Full refund if cancelled 60+ days before check-in.
• 90-Day Cancellation: Full refund if cancelled 90+ days before check-in.
• 180-Day Cancellation: Full refund if cancelled 180+ days before check-in.
• Anytime Cancellation: Full refund anytime before check-in.
• Non-Refundable: No refunds at any time after booking.

• If a booking is cancelled and a refund applies under your policy, Bookably refunds the guest automatically.
• Cancelled bookings do not pay out to hosts.
• If any funds have already been captured, Stripe refund timing can vary by bank, but Bookably will process the refund straight away.

Yes. Guests can message you to request changes.

In most cases, date changes are handled by cancelling and rebooking (so the correct dates, rates, fees, and policy apply).

If a guest wants to change plans during a stay (for example, early check-out), ask them to message you in Bookably so you have everything in writing, and contact Bookably support if you need help processing a change.

Yes. Guests can message you through Bookably.

Messaging is available for logged-in users, even before any bookings are made. This means guests can ask questions before they book, and you can coordinate details (including check-in information) in one place.

Yes. You can message guests in Bookably.

We recommend using Bookably messages for anything important (check-in instructions, parking notes, house rules reminders, issues during the stay), so there’s a clear record if you ever need support.

Bookably uses two complementary checks for guests.

First, the booking request questionnaire. When a guest submits a booking request, they’re asked:

• The full name and age of the primary guest
• Whether they’re willing to provide photo ID for age verification if requested by the host
• Who will be staying at the property (names and ages of all guests)
• Whether they plan to have any visitors not included in the booking (with details)
• The purpose of the stay (for example: holiday, work trip, family visit)
• Whether there will be any events, gatherings, or celebrations at the property (with details)
• Anything else the host should know about the stay (optional)

Second, Bookably Verified. This is a one-off online identity check powered by Stripe Identity. When a guest makes their first booking, they’re asked to verify their identity with a government-issued photo ID and a selfie. Once verified, the status carries forward to future bookings, so they don’t need to re-verify every time.

You’ll see a ✓ Verified badge on the booking row, in your host emails, and inside the Host Assistant whenever the guest is Bookably Verified. The absence of the badge just means the guest hasn’t been through verification yet (older bookings from before this was introduced never had it). It does not mean there is a problem.

Hosts can use the questionnaire answers, the verified status, and messaging to set expectations and decide whether to accept a booking request. If you use instant booking, the verification gate runs before the booking is confirmed, and your house rules and security deposit/bond remain important safeguards.

Just the verified status itself: the green ✓ Verified badge on the booking and the timestamp of verification. Bookably deliberately keeps very little. We do not store the guest’s name from their ID, their date of birth, their document type, their country of issuance, or their document images. All of that stays with Stripe, the verification provider.

This is by design. The badge answers the question that matters for your decision (has this person passed an ID check?) without giving you data you didn’t need and Bookably shouldn’t be holding.

The guest’s name on the booking comes from their Bookably account, not from their ID document. If you ever need to confirm specific personal details (for example, for alcohol regulations or contractual age limits beyond what the questionnaire covers), ask the guest directly in the booking conversation.

Reviews on Bookably are two-way. Hosts review guests, and guests review hosts and properties. Both sides go through the same anchor: each review is tied to a specific booking.

To keep reviews honest, neither side sees the other’s review until BOTH parties have submitted, OR 14 days have passed since checkout, whichever comes first. This is the blind window. It means you can write what you actually think without worrying about retaliation, and your review can’t be influenced by what the guest wrote about you.

After a stay completes, you’ll get an email at +24 hours nudging you to leave a guest review, and a reminder at +7 days if you haven’t yet. The same nudges go to the guest for their side. The Host Assistant also surfaces eligible bookings to review at any time.

You can respond to guest reviews on your listings. We recommend responding professionally, especially if you need to clarify something for future guests.

Yes. After a stay completes, you can write a star rating and a short review of the guest. The review is tied to that specific booking, so two stays with the same guest can each get their own review.

You can write the review from:

• The Host Assistant. Ask it to show your eligible bookings to review and it’ll walk you through it.
• The Review guest button on the booking detail page in your account area.

Once you submit, your review goes through a quick moderation check before it’s visible to the guest. Guest ratings stay private to the guest themselves and to the next host considering accepting their booking request. There is no public guest profile, so the system rewards consistent good behaviour without making guest history public.

A review you write becomes visible to the other party when BOTH of these are true:

• It has passed our moderation check (a quick review by the Bookably team to make sure it’s appropriate). Most reviews clear moderation quickly.
• Either the other party has also submitted their review, OR 14 days have passed since checkout.

The 14-day blind window prevents either side from seeing the other’s review and editing or retaliating. Until both reviews are in (or 14 days have passed), your draft is hidden from the guest, and theirs is hidden from you.

You can always see the reviews you’ve written, regardless of the blind window. They appear on your Reviews I wrote account page with their current status (pending moderation, awaiting release, or visible). The blind window only controls when the OTHER party can see your review.

Yes. You set your own house rules, and you can include restrictions such as:

• No parties/events
• No unregistered visitors
• Quiet hours
• Minimum age for the primary guest

Make these rules clear in your listing description and house rules, and consider using a security deposit/bond as an extra safeguard.

Stripe is a global payments company that provides the financial infrastructure businesses use to accept payments online and send payouts.

In practical terms, Stripe:

• Processes card and other online payments securely
• Helps platforms and marketplaces pay out to third parties (for example, paying hosts out to their bank accounts)
• Runs identity and business verification checks required before payouts can be made
• Provides tools for managing refunds, disputes (chargebacks), and fraud prevention

Bookably uses Stripe to process guest payments safely and to pay hosts out.

Bookably uses Stripe to securely process guest payments and to pay hosts out.

Stripe is a trusted global payments provider and helps with:

• Secure card processing
• Fast, trackable payouts
• Identity verification (KYC) required for payouts

Yes.

• During your first listing, you’ll be prompted to complete Stripe setup.
• If you get stuck at any step (verification, bank account, business details), contact Bookably and we’ll help you work through it.
• You can also contact Stripe Support directly, they’re generally very responsive and can help with Stripe-specific setup and verification questions.

Stripe is required to verify the identity of account holders before payouts can be made.

This is a standard Know Your Customer (KYC) requirement and helps protect hosts, guests, and the platform from fraud.

Host payouts are released after the stay is complete.

In general, Bookably releases the payout 24 hours after checkout, then Stripe transfers the funds to your bank account based on your payout settings.

Yes. Stripe can send payouts to your nominated bank account automatically.

You control your payout settings inside Stripe (for example, automatic payouts on a schedule vs manual payouts).

Guests pay at checkout using the payment methods offered by Stripe for their device and location.

You’ll always see the total cost guests pay (nightly rate + your fees + security deposit/bond where applicable), with no platform-added per-booking service fee.

Stripe will notify Bookably and the guest’s payment may be disputed through Stripe’s process. Bookably may contact you for supporting information (for example: house rules, message history, check-in/out details, evidence related to the dispute).

Almost always, a held payout means we’re missing the GST details for the listing the booking is on. Bookably has to provide your IRD number to Inland Revenue when remitting GST on your behalf, so the payout can’t be released until that’s on file.

The fastest way to fix it: open the Host Assistant and ask about the held payout. It walks you through adding the missing GST registration status and IRD number for the listing, then releases the payment to your Stripe account in one go.

If a payout is held for a different reason (a data issue with the listing or an older booking missing tax data), our team handles it directly and the assistant will tell you we’re on it.

We ask for your IRD number so Bookably can meet New Zealand tax compliance requirements for short-stay accommodation sold through an online marketplace.

It helps us:

• Apply the correct GST treatment for bookings made through Bookably
• Confirm your GST registration status (and update it if it changes)
• Provide the right tax information and records related to your hosting income

Each listing must have an IRD number on file before its first payout can be released. If a booking comes in for a listing without an IRD number, the payout is held until the number is added. You can add or update the IRD number at any time by editing the listing, or by asking the Host Assistant.

For stays booked through Bookably, Bookably collects 15% GST on the booking rate as required under New Zealand’s marketplace rules for short-stay accommodation.

How that GST is then handled depends on your listing’s setup:

• Not GST-registered (most casual hosts): Bookably remits 6.5% to Inland Revenue on your behalf and credits the remaining 8.5% back to you on your payout (the flat-rate credit).
• GST-registered, standard: Bookably remits the full 15% to Inland Revenue. No flat-rate credit applies.
• GST-registered, opted out: Bookably doesn’t collect or remit GST on bookings for that listing. GST for those bookings is outside Bookably’s scope.

Bookably issues a monthly GST statement on the 5th of each month for the prior month so you have a clear record of how each booking was treated.

No. You do not need to be GST-registered to host on Bookably.

However, you may need to register for GST if your total taxable income (from all taxable activities, including short-stay accommodation) exceeds $60,000 in any 12-month period.

If you’re unsure, talk to your accountant.

The flat-rate credit is built into New Zealand’s marketplace GST rules for accommodation hosts who aren’t GST-registered.

When Bookably collects 15% GST on a booking from your unregistered listing, we remit 6.5% to Inland Revenue and credit the remaining 8.5% back to you on your payout. The credit recognises that as an unregistered host you can’t claim GST back on your costs, so the rules pass a portion of the collected GST through to you.

Practically, this means your payout from an unregistered listing is higher than it would be if Bookably simply withheld the full 15%. The credit only applies if your listing is set as not GST-registered.

If your listing is set as GST-registered, Bookably collects 15% GST on the booking rate and remits the full 15% to Inland Revenue. No flat-rate credit applies. That’s only for unregistered listings.

Your payout reflects the booking rate minus the full 15% GST plus any other applicable fees.

How marketplace-collected GST appears on your own GST return is a question for your accountant. Make sure your listing’s GST status is set correctly so the right treatment is applied.

Opting out is for GST-registered hosts who want to handle all GST on their accommodation themselves, rather than have Bookably collect and remit it as the marketplace operator. When a listing is opted out, Bookably won’t collect or remit GST for bookings on that listing. GST for those bookings is outside Bookably’s scope.

Opting out is rare and not something most hosts need. It’s set up by the Bookably team rather than being a self-serve toggle. If you think opting out makes sense for your situation, contact us at [email protected] to discuss.

Bookably generates a monthly GST statement on the 5th of each month covering the prior month’s payouts. You’ll receive it by email and can also download it from the Statements area of your host dashboard (or ask the Host Assistant to open it for you).

Each statement covers one IRD number. If you have listings under more than one IRD number (rare), you’ll get a separate statement for each. The statement shows the period, the total gross collected, the GST treatment applied, the flat-rate credit (where applicable), and the net amount paid out to you.

Bookably keeps the last 24 months of your statements available to download. The statement is for your records. Bookably is not your tax advisor, so speak to your accountant about how to use it on your own returns.

Bookably doesn’t replace host insurance.

We recommend having appropriate cover in place (for example, holiday home/landlord insurance, contents cover, and public liability). Check with your insurer that your policy covers short-term stays.

A security deposit/bond is an extra safeguard you can add to your listing.

• The deposit is charged to the guest.
• After the stay is complete, it’s refunded back to the guest, provided there are no issues to report.

If there is damage or a breach of house rules, report it promptly through the Bookably support process and provide evidence (photos, invoices/quotes where relevant).

If there’s damage during a stay:

1. Document it as soon as you can (photos/video) and keep any quotes/invoices.
2. Message the guest in Bookably to explain what happened and what you’re claiming.
3. If the booking had a security deposit/bond, report the issue promptly so the bond can be used where appropriate.
4. Contact Bookably support if you need help, include the booking details and your evidence.

Most issues can be resolved quickly by keeping communication clear and written in Bookably messages.

If you can’t resolve it (or it’s urgent/safety-related):

• Contact Bookably support as soon as possible.
• Share the key details and any evidence (messages, photos, timestamps, house rules).

Bookably will review the information and help guide the next steps in line with platform policies.

Not at this stage. Bookably support is primarily available between 8AM and 10PM every day.

If you have an urgent issue outside business hours (especially where guest safety is involved), follow the urgent steps below.

Yes. Bookably support is based in New Zealand.

If something urgent happens during a booking:

1. If anyone is in immediate danger, call emergency services (111) first.
2. If it’s urgent but not an emergency, contact Bookably as soon as possible:
   • Email: [email protected]
   • Phone: 0800 448 938
3. Keep all key details in Bookably messages (what happened, when, photos if relevant), so there’s a clear record.

Call 111.

For urgent safety issues, emergency services are the right contact, follow their instructions first.

(For non-emergency urgent issues, see What if something urgent happens? above.)

We welcome feedback.

Email [email protected] with:

• A short summary of the suggestion/bug
• What you expected vs what happened (for bugs)
• Steps to reproduce (if relevant)
• Screenshots (if helpful)
• Your device and browser/app (if relevant)

We review suggestions regularly and prioritise improvements that help the most hosts and guests.

An optional program that gives your returning guests automatic discounts on repeat stays. You choose the discount levels; the discount applies by itself when a returning guest books signed in. Joining and pausing are one click in Loyalty in your account. See Bookably Loyalty for hosts for the full guide.

You do: it reduces the accommodation price of the booking, and your payout follows from the discounted amount as normal. It never touches your cleaning fees, deposits, or extras. Because Bookably charges no commission, rewarding a repeat guest on Bookably still costs you less than a commissioned booking elsewhere.

Three ways. Print the loyalty card from Host Studio and leave it at the property: guests scan it during their stay and claim returning guest status. Grant status yourself with the guest’s Bookably account email. Or import your past guest email list; matching guests are recognised automatically when they sign up or book.

They are never stored. Each address is converted straight away to a one-way fingerprint and the original is discarded. Bookably never emails your list. If you want to tell past guests about your discount, you send that message yourself.

The larger of the two applies. Discounts never stack.

Discounts stop applying to new bookings and the badge comes off your listings. Bookings already made keep their agreed price. Your guests’ standing is saved and resumes if you rejoin.