Why Stayoa instead of Airbnb or Booking.com?

With Stayoa, you receive 100% of the booking amount – no commissions. You have full control over design, pricing, and availability. Your booking page is SEO-optimized and visible to Google, leading to more direct inquiries. Independence from platforms means more freedom and higher profit margins.

How do direct bookings work without commissions?

Stayoa creates your own booking website with integrated payment system. Guests book directly with you – 100% of the money goes to your account. We use Stripe Connect for secure payments. No hidden fees, no per-booking commissions. You only pay the monthly platform fee.

How does synchronization with other platforms work?

Via iCal links, your Stayoa calendar automatically syncs with Airbnb, Booking.com, and other platforms. New bookings are imported in real-time, preventing double bookings. The synchronization runs in the background – you don't need to do anything manually.

Can I use my own domain?

Yes, from the Pro plan you can use your own domain. You keep your brand, and your guests see your own domain instead of a subdomain. We support you with the setup and ensure automatic SSL encryption.

Is my booking page SEO-optimized?

Yes, all Stayoa websites are fully SEO-optimized. Your page will be indexed by Google and can appear in search results. We use Schema.org structured data, optimized meta tags, and a clear page structure. This leads to more organic traffic and direct inquiries.

Stayoa is designed for vacation rentals, villas, and boutique accommodations that want to achieve more direct bookings through their own website. Perfect for hosts who want to be independent, maintain their brand control, and avoid the high commissions from platforms.

Payments

Solutions for payment problems and Stripe errors.

Stripe Connect Not Active

"Payment account not configured"

Cause: Stripe Connect setup not completed

Solution:

Settings → Payments
Check status
If "Incomplete": Click "Finish Setup"
If "Pending": Wait for Stripe verification

Payments Fail

Guest cannot pay

Common causes:

Credit card declined
Insufficient funds
Card limit reached
3D Secure failed

Solution for guest:

Use different payment method
Contact bank
Increase card limit

"Payment processing error"

Solution:

Check Stripe Connect status
Ensure support contact is filled
Settings → Organization → Support Email/Phone
Open Stripe Dashboard for details

Refunds

Refund fails

Cause: Insufficient balance on Stripe account

Solution:

Stripe charges refund from your account
Ensure sufficient balance available
Alternatively: Stripe charges from bank account (takes longer)

Guest doesn't receive refund

Normal: 5-10 business days

Solution:

Check refund status in Bookings
Stripe Dashboard → Check refunds
If delay >10 days: Guest should contact bank

Payouts

Payout delayed

Cause: Stripe verification pending

Solution:

Open Stripe Dashboard
Check notifications
Submit additional documents if required
For questions: Contact Stripe Support

Payout to wrong account

Solution:

Stripe Dashboard → Settings → Payouts
Change bank account
Next payout goes to new account

Fees

Unexpected Stripe fees

Normal: ~1.4% + 0.25 CHF per transaction

Additional fees for:

International cards: +1%
Currency conversion: +1-2%
Chargebacks/disputes: 15 CHF

Solution:

Stripe Dashboard → Reports for detailed breakdown
For questions: Stripe Support

Security Deposit

Deposit charged

Normal: Security deposit is only hold, not charge

Problem: Deposit was actually charged

Solution:

Check in Stripe Dashboard
If error: Manual refund
Contact support with Booking ID

Deposit release delayed

Normal: Automatically 7 days after check-out

If delayed:

Stripe Dashboard → Check authorizations
Manually release if needed

Disputes & Chargebacks

Guest filed chargeback

Immediately:

Email notification from Stripe
Open Stripe Dashboard
Upload all relevant documents:
- Booking confirmation
- Email communication
- Check-in/check-out confirmation
- Cancellation policy

Deadline: 7 days to respond

Fee: 15 CHF (regardless of outcome)

Value Added Tax (VAT)

VAT on bookings

You set a single VAT rate per property in Pricing settings, applied to the full booking subtotal (accommodation, extra guest fees, cleaning fee).

Configuration:

Set your VAT rate under Property → Pricing
Choose whether prices already include VAT, or VAT is added on top
Transparency for guests important

Check with a local tax advisor for the correct rate and rules in your country.

Contact Support

For persistent problems:

Stripe Support:
- dashboard.stripe.com/support
- For Stripe-specific problems
Stayoa Support:
- support@stayoa.app
- For integration problems

Have ready:

Booking ID
Error message
Time of problem
Screenshots

Solutions for payment problems and Stripe errors.

Stripe Connect Not Active

"Payment account not configured"

Cause: Stripe Connect setup not completed

Solution:

Settings → Payments
Check status
If "Incomplete": Click "Finish Setup"
If "Pending": Wait for Stripe verification

Payments Fail

Guest cannot pay

Common causes:

Credit card declined
Insufficient funds
Card limit reached
3D Secure failed

Solution for guest:

Use different payment method
Contact bank
Increase card limit

"Payment processing error"

Solution:

Check Stripe Connect status
Ensure support contact is filled
Settings → Organization → Support Email/Phone
Open Stripe Dashboard for details

Refunds

Refund fails

Cause: Insufficient balance on Stripe account

Solution:

Stripe charges refund from your account
Ensure sufficient balance available
Alternatively: Stripe charges from bank account (takes longer)

Guest doesn't receive refund

Normal: 5-10 business days

Solution:

Check refund status in Bookings
Stripe Dashboard → Check refunds
If delay >10 days: Guest should contact bank

Payouts

Payout delayed

Cause: Stripe verification pending

Solution:

Open Stripe Dashboard
Check notifications
Submit additional documents if required
For questions: Contact Stripe Support

Payout to wrong account

Solution:

Stripe Dashboard → Settings → Payouts
Change bank account
Next payout goes to new account

Fees

Unexpected Stripe fees

Normal: ~1.4% + 0.25 CHF per transaction

Additional fees for:

International cards: +1%
Currency conversion: +1-2%
Chargebacks/disputes: 15 CHF

Solution:

Stripe Dashboard → Reports for detailed breakdown
For questions: Stripe Support

Security Deposit

Deposit charged

Normal: Security deposit is only hold, not charge

Problem: Deposit was actually charged

Solution:

Check in Stripe Dashboard
If error: Manual refund
Contact support with Booking ID

Deposit release delayed

Normal: Automatically 7 days after check-out

If delayed:

Stripe Dashboard → Check authorizations
Manually release if needed

Disputes & Chargebacks

Guest filed chargeback

Immediately:

Email notification from Stripe
Open Stripe Dashboard
Upload all relevant documents:
- Booking confirmation
- Email communication
- Check-in/check-out confirmation
- Cancellation policy

Deadline: 7 days to respond

Fee: 15 CHF (regardless of outcome)

Value Added Tax (VAT)

VAT on bookings

You set a single VAT rate per property in Pricing settings, applied to the full booking subtotal (accommodation, extra guest fees, cleaning fee).

Configuration:

Set your VAT rate under Property → Pricing
Choose whether prices already include VAT, or VAT is added on top
Transparency for guests important

Check with a local tax advisor for the correct rate and rules in your country.

Contact Support

For persistent problems:

Stripe Support:
- dashboard.stripe.com/support
- For Stripe-specific problems
Stayoa Support:
- support@stayoa.app
- For integration problems

Have ready:

Booking ID
Error message
Time of problem
Screenshots