Frequently Asked Questions

Yes. With Know Your Guest’s API integration, property managers and hosts are allowed to use our solution on Airbnb’s platform through Airbnb’s offline fees feature, as stated in their own guidelines.

Communication is key. Being as clear and concise with your guests prior to booking will avoid any pushback and improve the guest experience. That’s why we provide you with specific wording you can add to your listings on any booking platform and your automated emails to guests.

Fill in our business form and select a time for a demo with one of our experts to get started with Know Your Guest.

You can check out our complete marketplace for more details on our property management software integrations. If you are unsure whether your PMS is an integrated partner, simply ask us during your demo.

We currently have our Know Your Guest journey in English, Spanish, Portuguese and French.

If you have clearly provided the correct wording on your listings before the guest booking one of your properties, and they refuse to complete the verification or deposit/waiver, we suggest you think twice about hosting them in your property as our solutions are designed to help you avoid bad guests. Ultimately, accepting the booking is your decision.

Ultimately, accepting the booking is your decision.

We currently accept payments in:

• GBP
• USD
• EUR
• ZAR
• AUD
• CAD

Yes. However, please note that a level of of our guest screening is compulsory for our Damage Protection Plan.

Know Your Guest provides a dedicated account manager to any client who uses our service with 20 or more properties.

Log in to your Know Your Guest (SUPERHOG) account, go to the ‘resolutions’ tab on the left-hand menu and submit your resolution. This information will go directly to our dedicated, in-house resolutions team.

Damage Waiver – Guests will pay a non-refundable fee (much lower than a deposit payment) to waive their liability of accidental damage up to a set amount. It is designed to help build an additional pot of money, which can be used to cover small damages.

Damage Deposit – Guests will pay a refundable amount of money (usually higher than a damage waiver fee) to cover any damage caused during their stay. This is provisionally held until after checkout. If no damage has occurred, the money will be refunded to the guest.

Related article: How to protect your short-term rentals: damage waiver vs damage deposit

Yes, and we encourage you do this to make sure you have the right risk management solution in place for all your bookings – especially your direct bookings.

Coming soon. We are currently implementing this feature within our dashboard, allowing you to block bookings form specific channels (Airbnb, for instance) and verify all the rest.

Know Your Guest offers a unique ‘One Step Link’ integration, where we provide you with a verification link you can add to your automated booking emails to guests. We also have an open API for direct integration.

Yes! Guests are less likely to provide details if they knowingly planning a party without your consent. If a party occurs, Know Your Guest will help provide you with all the necessary information to help settle a resolution.

No. If a guest is already verified, they do not need to verify with Know Your Guest again unless they have been flagged due to damage after their previous checkout.

You can customise the amount you wish to charge for a damage waiver or deposit for each property you have with us. Your dedicated account manager can set this up for you.

If guests decide to pay the deposit, we will hold the deposit for 14 days. However, this can be changed and reduced at your request to 10, 7 or 5 days.