Host FAQs

Knowing Your Guest

Knowing Your Guest

Can I request more details about my prospective guest?

It is important that you feel comfortable about your prospective guests. You can use the messaging system in order to get to know your guest better and ask appropriate questions. This system cannot be used to communicate personal contact details however.

When will a guest receive full details of my property location?

A guest will not receive the full address until after the booking process is complete and payment has been taken.

Is it necessary for me to become a tour guide?

No. It is totally up to you what kind of local assistance you provide for your guests, but you are certainly not expected to take them on a tour of the historic sites in your area! However if you feel inclined to acquaint them with the local area it is often appreciated – it really comes down to what you feel comfortable with.

What about key handover?

You should agree with your guest before their arrival when the keys will be handed over and by whom. It is not entirely necessary that you do it yourself, but if you use a third party you should ensure that they stick to whatever agreement you have made.

What recourse do I have in the case of an unruly guest?

If your guest does not live up to acceptable standards and you are unable to resolve the issue, please contact our support team.

Listing Property

Listing Your Property

What do I have to remember to put on my listing when advertising?

Keep it interesting and concise using pertinent information. A catchy title for your property is important – make it stand out. Your listing should honestly reflect the property type, amenities, length of stay acceptable, location, number of guests, activities around the area, the availability of your accommodation etc. Please do not add any personal contact details in the areas that are on public display such as descriptions, rules or title.

Which type of property is acceptable on StopSleepGo?

We are happy to accept most types of accommodation. If your property type is not on our list however, please contact our customer service team.

How important are photos?

They are very important and hugely increase the chances of booking your space. They should comprehensively show the space you are listing and be clear and of a decent standard. Think about what you would like to see if you were booking somewhere – clean, tidy, bright?

Do you display the exact location of the property?

As with your contact details, the exact location of your property is not displayed on the site. The renter will only receive it after making a confirmed booking. A map of the area is displayed on the site, including the street, but the street number is not shown.

Which type of property acceptable on StopSleepGo?

We are happy to accept most types of accommodation. If your property type is not on our list however, please contact our customer service team.

How will I get reviews?

We will contact the guest, after their stay, to suggest leaving a review on the site.

How do StopSleepGo verify my status?

There are several methods of verification. Please contact us for more information on getting a verified status.

I cannot find my property on the map!

If you have entered your full address including post/zip code and it still does not appear, just get in touch with our support team and we will sort it out for you.

Why can’t I find my property on the StopSleepGo listings pages?

We review listings before they go online so they often do not appear immediately. In order to speed up the review process check that you have filled in all the necessary information and that you have uploaded good quality images of your property.

Are there any legal issues with listing my space on StopSleepGo?

In the vast majority of cases it is not an issue but make sure you check with your landlord, housing association, co-op etc. to make sure there are no issues specific to your property.

How does StopSleepGo order search results?

Please call our support team for advice on improving your search results.

Will the calendar reflect when my property is unavailable for rent?

Yes. We appreciate that your space may not be available 365 days a year, so there is an option in the calendar to mark certain dates/periods as unavailable.

Dealing with Booking

Dealing with Booking

What should I do when I receive a booking request from a guest?

When you have a booking request you will receive an email with instructions as to how to accept it (or reject it). As an alternative you can login to the bookings section of your account in order to proceed. You have 36 hours to respond before the request expires.

Do I have to charge one price throughout the year?

You can set different rates for different days or periods – perhaps to reflect seasonal or event demand. Simply go to the calendar for your listing and follow the instructions there.

Can I add a charge for cleaning?

Yes, a cleaning fee can be added under the additional costs section for your listing.

Can I charge my guests a deposit?

If you want to charge a deposit you must mention it in your description. However this is a private agreement between you and your guest and will not be facilitated by the StopSleepGo system, or reflected in the booking transaction.

What happens if a cancellation occurs?

Please take a look at the Cancellation policies page. There are multiple types of policy a host can choose from, each one having a different impact on a guest who cancels.

Are there any tax considerations on my listing?

Please make sure you get appropriate information from the relevant tax authorities. You have the capability to add a tax charge to the nightly rate for your property. This tax is not added to additional fees such as cleaning. If you add a tax rate we will collect the fee for you and submit it with your payment. We do not charge commission on a tax fee.

What do I get charged for listing property on the site?

As an Host the site is 100% free to list your property and to receive bookings. When a booing is successfully made StopSleepGo will take a 3% administration fee from the gross amount of your host fee when we transfer you the money So when you get paid we do also . See our Terms and conditions for more information.

Your Rights

Your Rights

What happens if a guest cancels?

When you list your property you choose one of our cancellation policies. This will determine the exact outcome for your guest when they cancel. Details can be found on the Cancellation Policy page.

What about if I need to cancel a booking?

Please contact our support team by email to cancel a booking.

Can users view my whole address on the site?

We do not reveal your complete address on the site. We show a map of your street and area but not your full address.

When do I get the money?

Please see the Getting Paid section

Can I reject a booking request?

It is important that you feel comfortable with a guest so it is to be expected that there may be an occasion when you wish to reject a guest request. You are able to do this when sent a new booking request. However, to avoid this happening for the wrong reasons make sure you keep your calendar up-to-date and mark any periods when the property is either booked or unavailable. We are trying to create the best service possible for hosts and guests alike and a property that is continuously rejecting requests may not be seen as desirable as one which rarely does – this may be reflected in your rankings on the site.

What should I do if I have a complaint?

Please send an email to the StopSleepGo support team giving the details of your complaint.

What do I do about insurance?

It is important to have insurance. As an owner renting out your space you should be concerned about damage to your property and insurance can help ease the worry. Remember also that your insurance should cover you should a renter hurt or injure themselves whilst on the premises.

Your User Account

Your User Account

Why do I need a user profile?

user profile can help a guest feel comfortable with a host. A user profile will help a guest get a feel for the host as well as creating a more personalized experienced – all of which should add up to more bookings.

But I don’t feel comfortable uploading a photo of myself

It is not a mandatory requirement that you upload a photo of yourself. We do suggest it, however, as it will often help a potential guest feel more comfortable with a host.

Help! I’ve forgotten my password

Don’t worry, this happens. There is a link on the login page that will help you reset your password.

I no longer have access to my old email account and have forgotten my password – now what?

Please contact our customer support team and we will assist you.

Will my Facebook info be displayed on your site when I login using Facebook Connect?

We do not use your Facebook information to complete your profile. Please complete your profile details by logging in to your dashboard.

I want to close my account completely, how do I do this?

If you wish to delete your account completely please contact our customer support team who will assist you.

Getting Paid

Getting paid

How do I Get Paid by StopSleepGo?

StopSleepGo make payment on the 24/48 hours after the guest checks in excluding the weekends or National holiday although StopSleepGo will send the payment the bank will forward on the next official working day excluding, subject to any other arrangement as may be agreed between a Host and StopSleepGo. For more information see our Terms & Conditions.

Once you have accepted a booking request from a guest they will pay through the StopSleepGo secure payment system. The payment will then be deposited directly into our Client Trust account ensuring that the payment is 100% secure against any problems.

America and rest of World USD host

All host choosing to price their property in USD and receive USD as payment.

We automatically charge the guest in USD and disburse payment to our host in USD. We are a UK company but hold USD accounts in order to transfer host payments internally within the USA. For accounts out side the USA StopSLeepGo are unable to take responsibility for any receiving fees charged by your bank. StopSleepGo will pay the transfer fees from our accounts only. All other fees charged by the host bank account are the responsibility of the bank account holders.

UK and Europe host and users StopSleepGo is a UK company

Although we are able to deposit funds directly to the European host bank accounts. As a UK company we process all our payment are in GBP. You are able to display your prices in the currency of your choice example Euros. On receiving a booking our system will automatically convert that amount to GBP and will add a commission to the total price. The commission will be either 3% for individuals with up to 10 properties or 10% for agents, property managers or individuals with 10 properties or more. We will then forward the amount taken in GBP to the host bank account. Unfortunately we have no control over the exchange rate at the time of disbursement. As we are a UK company all European transactions must be processed in GBP and we can only disburse the GBP equivalent to you.

Once you have accepted a booking request from a guest they will pay through the StopSleepGo secure payment system. The payment will then be deposited directly into our Client Trust account ensuring that the payment is 100% secure against any problems.

Host Pay out

We automatically pay host 24/48 hours after the guest checks in excluding the weekends or National holiday although StopSleepGo will send the payment the bank will forward on the next official working day excluding, subject to any other arrangement as may be agreed between a Host and StopSleepGo.

When do I get my payout?

Your payout is released approximately 24/48 hours after check-in*. The StopSleepGo service fee will be deducted automatically from the Payout. The time it takes to receive a payout once it released depends on the bank wire

Please note: The banking systems do not operate on the weekends or National holiday although StopSleepGo will send the payment and the bank will send on the next official working day.

Bank transfer / International wire (3 to 7 business days): available outside of UK.

Your bank may charge a international wire fee for receiving StopSleepGo is not responsible for any fees deducted during the international wire, by your bank, or by the intermediary bank.

If you have multiple listings with check-ins on the same day, any payouts going to the same method will be deposited together in one lump sum.

If you have not received your payout with in 7 days we will not be able to track it until 2 weeks have passed from the date of release.

24 hours after the guest checks in you will be automatically sent a notification to create your invoice and enter your payout details simply follow the steps

How To Manage Your PayoutOptions click herefor detailed instructions
https://www.stopsleepgo.com/static/HowToManageYourPayoutOptions

All invoices are automated simply click the create button from there you invoice will be sent to our accounts department for processing.

Your bank may charge a international wire fee for receiving StopSleepGo is not responsible for any fees deducted during the international wire, by your bank, or by the intermediary bank.


For further information please see our quick guide to renting your property in the dashboard of your account.

For more information see our Terms & Conditions.