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Help Centre

Being a Host

DECIDING TO HOST

Who is a host?

A host is a generic word that encompasses any property or destination owner or manager who welcomes guests. A host may be an existing tourism operator who may be running a large business, right through to a “mum and dad” landholder, who are welcoming guests to stay at a single campsite down by their creek.

Youcamp welcomes existing tourism operators (large and small) and new landholders.

Who can host on Youcamp?

You must be over 18 years, the property must be located in Australia and you must have legal permission to receive guests on site.

What type of accommodation can I list?

Youcamp caters for a broad range of accommodation. Here is our list of categories so far (let us know if there’s any we have missed):

  • B&B
  • Bunk house
  • Cabin (self-contained)
  • Cain (non-self contained)
  • Camping site (backyard)
  • Camping site (powered)
  • Camping site (pre-erected tent)
  • Camping site (unpowered)
  • Caravan park
  • Cottage (non self-contained)
  • Cottage (self-contained)
  • Eco-cottage
  • Ensuite site
  • Glamping tent
  • Guest house
  • House
  • Lodge
  • On site caravan
  • On site motorhome
  • Parking site (powered)
  • Parking site (unpowered)
  • Retro caravan
  • Safari tent
  • Shearers quarters
  • Shed/Barn
  • Tepee
  • Unit
  • Villa
  • Yurt
  • Other

Is Youcamp only about accommodation?

No. Youcamp also caters to hosts who offer bookable outdoor activities and tours. From guided horse trail rides to picnics, birdwatching day trips, mountain bike riders, weddings and other functions – Youcamp can help you manage all aspects of bookings, payments and calendars for your property.

Are there any restrictions about what can be listed?

Our criteria for listing is you must provide an authentic experience. All budgets are catered for – inexpensive sites for RV parking through to high end luxury stays.

Is my property suitable?

Any property in Australia that offers one or more of Youcamp’s categories is suitable for listing. As a host, you will also need to agree to Youcamp’s Terms and Conditions, which covers your responsibilities as a landholder to show duty of care and to process Youcamp payment through Youcamp.

Why should I be considering listing a property on Youcamp?

Listing a property on Youcamp is FREE! And because people are looking for richer and more authentic experiences than generic, commercial stays. Travellers want to stay at friendly, convenient, beautiful locations on private land where they can escape crowds and reconnect with their families and friends. For the host, it is a chance to meet new people, diversify your income and value the special natural places you have on your land. And Youcamp handles the bookings and payments so you can focus your efforts on being a great host.

Am I the type of person who could or should host visitors on my land?

This is an extremely important question. We have all kinds of hosts but the one thing all of our good landholders have in common is that they take their Youcamp listing seriously. It doesn’t matter what the scale is, treat your listing as business.

As a landholder welcoming people onto your property you have the responsibility to make sure people are safe, have a good time and they get to enjoy the facilities and experience that you have promised. You are helping other people build memories and giving travellers a venue for holidays that they, their friends and families may remember for a lifetime. This means that our hosts are like ambassadors for our website. One of the biggest complaints we get from guests is that hosts don’t respond to enquiries quickly. If you are going to list you must be prepared to respond to questions and booking requests within 24 hours.

How can I trust that people won’t cause trouble for me or my neighbours?

Fortunately one of the most surprising things about welcoming guests is that the overwhelming majority of people are respectful. It is extraordinarily rare for there to ever be any trouble or for either hosts or guests to be put in any danger.

Still, this is probably the single most important question facing anyone thinking of advertising on Youcamp. Firstly, you must agree to stay inside the Youcamp messaging system and ensure that you only use the Youcamp secure payment gateway – this means every communication is recorded and kept. If anyone acts suspiciously or suggests going outside our Terms and Conditions they should be reported to us immediately.

Secondly, you need to be very clear about who you allow to visit, what activities they can do and for how long. You are responsible for setting rules and conditions for your guests. Even if you want to be small scale, treat your Youcamp listing as a business.

Small businesses are exempt from the Privacy Act but it’s a good idea to consider what questions are suitable to ask if you want to screen prospective visitors. For example, if you’re a host and you don’t want to allow a large group of school leavers, then it may be necessary and reasonable to ask questions from the outset. On the flip side, you may feel comfortable to set a price and the conditions for allowing a large group of people to celebrate a 50th birthday in a location which won’t disturb anyone else!

How do I make sure I am financially protected in the event of injury or property damage?

We have organised an independent broker to develop a suite of insurance policies that protect the different kinds of private land businesses listed on Youcamp. To get more details contact Angela Brickwood Arthur J. Gallagher Insurance Brokers (angela.brickwood@ajg.com.au T 07 3367 5012 M 0409 644 142).

What if I get a bad feeling when a guest arrives and I change my mind?

If you are a bit nervous about welcoming guests to your land, we recommend you list yourself as accepting booking requests (not instant bookings) – that way you will have time to communicate with a guest and feel comfortable before you accept their booking. If you change your mind after a guest has arrived, you’ll need to communicate your reasons to the guest and agree on a refund because the formal cancellation period has passed. Contact us at info@youcamp.com if you need us to adjust the refund amount.

Am I allowed to have visitors on my land?

This will be a decision for you and something that Youcamp cannot take responsibility for. You will need to make sure you don’t upset your neighbours or get on the wrong side of your Local Council. Also check with your relevant State Government department for any other guidelines you may not know about. It is critical you read and agree to Youcamp’s Terms and Conditions before listing your property.

I run a campground and people usually pay cash. How can Youcamp help?

If you are not online then you are missing out on your share of the new economy! An overwhelming percentage of travellers now want to search and book online when organising their trips. Using a respected booking system and a trusted payment gateway is the most important means of ensuring that you will be paid, that your guests have been verified and that you will have greater control over your business. Guests are happier if they have a ‘confirmation’ and asking for an upfront payment is the tried and tested method to ensure a guest is serious about visiting. And you will be guaranteed payments as well as have a cancellation policy for your own protection.

Use Youcamp as your complete reservation system – guests pay you before they arrive so you’re not out of pocket (or inconvenienced) if they don’t show. Ask all your guests to enter their booking through Youcamp and print or show you a digital receipt on their mobile device when they arrive. You’ll get paid efficiently, quickly and have all your customer’s details to use again.

If you get lots of drive in trade, you can also manually enter their booking on the spot. All you need is an internet connection. With Youcamp, you won’t need a merchant bank account or an eftpos machine.

AMENITIES & STANDARDS

What amenities do I have to provide?

It’s up to you what amenities you provide but with the increasing number of self-contained travellers and campers right across Australia, you don’t have to spend a lot of money on big set up costs to get started. Some of the most popular Youcamp sites offer only a creek frontage, a flat grassy area and firewood. Less is more for visitors who bring their own facilities and want to escape crowds. Check with your Local Council about the basic amenities required for being approved.

How do I add amenities to my listing?

Guests can filter search results by the items hosts have in the amenities section of their listing, so it’s important to include everything you offer.

When you reach the Features step in the Add Listing process, you can check each feature that is applicable to your property.

What standards do guests expect?

Whether you’re a small scale landholder or a large tourism host, guests expect high hosting standards.

Be committed to receiving bookings! Youcamp guests are serious about their travel plans and we want them to book with confidence. Update your calendar to reflect your live availability so that you don’t receive booking requests for dates when you’re unavailable. Respond to enquiries and booking requests within 24 hours. If a guest doesn’t match your hosting style, make sure you still decline promptly and politely. Provide clear arrival/check-in procedures and make sure you provide the experience you have presented in your listing. Guests expect accuracy of information so taking the time to provide clear and up to date information is extremely important. And providing a clean and tidy space is critical.

CREATING A LISTING

I am ready to list my property – how do I start?

It’s very straightforward, you don’t have to be a computer wiz! If you are comfortable with using a computer, you can use Youcamp. And listing a property on Youcamp is FREE!

Youcamp has been developed so you as the host control the listing and keep it updated. You enter broad information about the property – where it is located, a description, the terrain and property scale features. Then upload your property photographs, add captions and choose your own listing page colour scheme. Next you choose how you would like to accept bookings – all hosts will receive enquiries but you can also choose between ‘Instant Book’ and ‘Request to Book’. Then you add accommodation types, activities, tours and any extras including when these services are available, pricing, extras photos and specific amenities. Skip the sections that aren’t relevant. You can completely lay out your property page and see how it will look before publishing.

How can I make my listing photos look their best?

High-quality photos are the best way to showcase your property and help set guests expectations.

Guests want to know what natural assets you have on your land. Now is your chance to tell them! You don’t get a second chance at a first impression so it is critical you choose pictures that will make people want to visit you. We find the properties that make that bit of extra effort with their photographs get the most bookings.

Here are a few do’s and don’ts for creating a beautiful photo gallery:

Do’s

Tip One – Fundamentals. Get the basics right – focus, nice light, composition and upload only high resolution pictures. Take your photos in nice light – gentle dusk or dawn light is best..or when there’s a storm, a rainbow, interesting mist. Make sure the image is not too dark or over-exposed.

Tip Two – Timing. Look for great moments such as a group of friends around the fire pit, a well set-up camp, children having fun, people enjoying great activities and make sure these moments are captured clearly and boldly because potential visitors want to see other people having fun.

Tip Three – Delegation. If you can’t take photos then get someone to do it for you. Every household has a member who is the family photographer so get them to take the pictures or a friend, who may actually see beauty in things that you take for granted. And if worst comes to the worst get a local photographer to pay a visit – it will be effort well rewarded.

Dont’s

Tip One – Taste. No-one wants to see Uncle Bart with his shirt off slouching in a camp chair with a stubbie resting on his beer gut. Choose the subjects of your pictures carefully and make sure the images are in good taste – no offensive slogans, bad language or behaviour that could offend or deter potential visitors.

Tip Two – Relevance. Just because you think your old tractor is a ripper or the newly bulldozed track is a beauty to behold, always ask yourself whether a traveller will care. They want to see the campsites on offer, the views they will delight in and the amenities they will have to use.

Tip Three – Effort. Take some time to set up your pictures and actually create a scene that will entice visitors. Don’t expect people to have to use their imaginations for what that empty field beside the river will look like!

Tip Four – Settings. Don’t upload poor quality photos. People will see a set of bad photos and will make assumptions about you and your property. Low resolution pictures will look blurry and pixelated when they are enlarged…So no images less than a megabyte.

Tip Five – Revisit. Perhaps Summer is approaching? Now is the time to take some updated photos with the grass looking lovely from Spring. Or is it Autumn? Update your photos with the beautiful Autumnal leaves on the ground. Try to make the photos as current as possible. There is nothing more disappointing for guests to arrive and find that tree with the big tyre swing they saw in the photos has fallen down in the last storm.

Tip Six – Devices. We recommend you don’t use iPads for taking photos. The images can be rotated and difficult to manage once downloaded. Most late model phones take great photos and it is best to transfer your photos from your device to your computer. That way the full image resolution will be kept. If you email the photos from your phone to yourself then generally the images are compressed and won’t be of sufficient resolution for your listing.

TAKING ONLINE BOOKINGS

How do online bookings work?

If you’ve ever booked air tickets or hotel rooms online, then you’ll be familiar with the online booking process – it’s pretty much the same for small to large tourism businesses and just as simple. If you are comfortable with a computer, you can use Youcamp.

Here are the basic steps:

  1. You enter the details of your inventory (that’s all the accommodation, activities, tours and any extras you have to sell) into the system.
  2. Customers view this inventory via your Youcamp listing. To increase your exposure, share your Youcamp listing link on your website, Facebook page, on Wikicamps and on other accommodation websites. Youcamp only charges you for the booking transaction fee so there is an incentive to use Youcamp as your complete reservation system.
  3. Guests make bookings by simply clicking on the desired product and/or dates, and following the instructions. A host can choose to take Instant bookings or Booking Requests. An Instant Booking is live and real time but a Booking Request requires the host to accept a booking manually.
  4. Payment by credit card is automatically processed via the Youcamp secure payment gateway that communicates directly with your inventory and updates your calendar – money is paid out when your guests are due to arrive. You won’t need to set up a merchant bank facility and you won’t need an eftpos machine – saving you lots of bank fees and duplicated effort!
  5. For guests who hear about your Youcamp listing away from the Youcamp website (word of mouth, drive in trade, Facebook Ads etc.) you can manually enter a booking as a host – like a cash register. This means Youcamp becomes a complete reservation system – all your bookings, availability, customer contact details and payments are stored and managed in one location.

Won’t an online booking system compromise my customer service?

No – it will improve it! Tourism research conducted in the last few years shows that 60% of travellers prefer to book online when product is available. In Europe and North America, where online booking is more established, online bookings account for around 70% of consumer travel turnover. The Youcamp community has been telling us since 2013 that online bookings is critical.

Guests clearly want the ease and convenience of booking online. However, if certain Youcamp guests turn up without a booking or prefer to ring up and book over the phone, Youcamp allows you to enter a booking manually. This means your calendar is always kept up to date so you don’t have to worry!

Will having online bookings increase the risk of over-bookings?

There is no risk of over-bookings. As long as you’ve set up your inventory properly, Youcamp will automatically update your inventory as bookings are received in real time – so customers only ever see accurate availability.

What is a booking request?

A booking request is one of two ways you can receive paid bookings through Youcamp – it basically means you have time to decide about the booking instead of it being automatic. A booking request means you’ll receive all the details from the guest but you’ll need to ‘accept’ or ‘decline’ the booking request within 24 hours before it lapses. A booking request lapses after 24 hours because the dates on your calendar are blocked until you decide if it’s a booking you want or not. This prevents double bookings. When a guest submits a booking request, their credit card details are checked and authorized for the booking amount. If you accept the booking, the guest’s credit card is charged but if you decline the booking, the guest is not charged.

If you are going away on holidays and you are not able to respond to booking requests you must unpublish your listing temporarily until you return.

What if I miss a booking request?

No problems. Expired booking requests will stay in your ‘bookings’. If you want to accept it, message the guest to resubmit it to you for acceptance.

What is an instant booking?

An instant booking is the second way you can receive bookings through Youcamp – it basically means you accept live online bookings if you have availability that can be booked on your calendar. You’ll be notified when they arrive so check their details in ‘bookings’.

What is an enquiry?

An enquiry is when a guest sends you a message to ask questions and check any other details before they make a booking. If you’re a host on Youcamp, to stay compliant with our Terms & Conditions – all enquiries must be processed as bookings on Youcamp (you cannot go outside the Youcamp system by accepting payment in another way). Enquiries will be sent to you via the Youcamp messaging system so to check an enquiry, go to Messages > Inbox. You can communicate backwards and forwards as many times as you like.

If you are going away on holidays and you are not able to respond to enquiries you must unpublish your listing temporarily until you return.

What if two people are trying to book the same dates on Youcamp?

For a booking request, you are given 24 hours to accept or decline a booking. During the 24 hours, the booking dates are temporarily ‘locked’ on your calendar. If you accept the requested booking, the pending dates are confirmed but if you decline the booking, your calendar remains unchanged.

For an instant booking, the first person to complete the booking with payment will secure the booking. Your calendar will be updated immediately and no one else will be able to make the same booking.

Don’t I need expensive new equipment to set up an online booking system?

No. You just need a computer and an internet connection – you don’t need to buy any new hardware. You’ll also just need some personal ID to set up a Payout Method (bank account for receiving your money).

Why should I offer online bookings?

Having the ability to book accommodation, activities and tours online has become an expectation of guests. Online bookings makes it easy for your customers to book and pay for your products and saves you valuable time in the process, as well as giving them what they expect to see. Over 60% of travellers say they will book online when the product is available.

And a big benefit is giving the host the ability to set a cancellation policy. This means the host keeps some of the original booking amount if the guest changes their mind.

It also opens up a world of opportunity for you add more to your listing. Guests now have the ability pre-order items such as daily firewood, free range eggs, honey, tractor rides – the list goes on. By giving them the opportunity to order and pay for this at the time of booking, it gives them peace of mind knowing it’s ordered and guaranteed and gives you peace of mind knowing they have paid. The guest has full intent of arriving and it’s of no financial risk to you to organise the extras for them. You can plan ahead.

What makes Youcamp different to other travel booking websites?

Whether you’re a private host or an established tourism operator such as a farm or station stay, Youcamp treats your listing as a whole property, not a hotel booking system limited to overnight stays. List all your accommodation types plus your activities and tours and anything extra you want your guests to be able to purchase. All on the same listing and all on the one calendar – easily. Guests can then build the package of options that suits them and your business will benefit. Here is an example of how Youcamp can be used:

Howard and Joni Little – Redbank Station

Accommodation:

  • 10 powered campsites $10 per person per night, $5 per child per night
  • 50 unpowered campsites $10 per person per night, $5 per child per night
  • 6 Self-Contained Cabins that sleep 4 $120 per night
  • 4 Glamping tents that sleep 2 $80 per night

 

Activities:

Daily farm tour 10am – 20 people max $5 per person, under 12 free

Animal feeding 5pm – 30 people max $5 per person, under 12 free

Kayak and life jacket hire – $20 per day

Yabby nets for hire – $10 per day

Extras:

Firewood – $5 per day per site

Local honey – $8 per jar

Free range eggs – $5

Box of organic vegetables – $15

I already use an online booking system. Why should I consider switching to Youcamp?

If you offer any of the authentic tourism services listed on Youcamp then our community wants to find you! Station and farm stays, campgrounds, cottages, adventure activities, tours, bush wedding locations and events are all listed on Youcamp.

Listing on Youcamp is free, all you pay is a small transaction fee of 2% when a booking is processed so we are very competitive against other booking systems. We don’t make any money from this fee – it costs at least 2% to process a credit card charge for any business in Australia. You’ll save money by not needing a merchant bank account or an eftpos machine. As a host, you have a financial incentive to funnel all your enquiries and bookings through Youcamp because you don’t pay based on booking commissions.

List all your services and products – Youcamp is the first website in Australia to give the host the control to list all their accommodation options, activities & tours and any extras. This streamlines how you process payments for your guests and saves you time. Youcamp provides you download functionality so you can capture your bookings, use your customer data for your own marketing and sales strategies and download finance information for accounting purposes.

Can I ask for a bond?

The Youcamp system is not set up to charge or refund bonds. We do not recommend you arrange any payments outside of the Youcamp system such as bonds. If it is imperative that you do need to charge a bond, we recommend adding it to your overall Youcamp rates (such as an “extra”) so the guest can book and pay for it online, then you’ll need to make arrangements directly with the guest to refund them after their stay. You will need to pay this directly into their bank account. 

How can I accept large group bookings?

Hosts often receive enquiries for large group bookings, weddings or special events and these can be facilitated through Youcamp.

Most listings are not set up to make this easy, so we recommend creating a “custom quote” on a case-by case basis and publishing it for the guest to book. This is a one-off accommodation option on your listing which can be hidden after it is booked and enables special pricing or inclusions.

Youcamp generates many large group enquiries and all payments must be made through Youcamp. cash or direct deposits are strictly not permitted.

For detailed instructions on how to set up a custom quote for large group bookings view Host Handout #12 How to handle group bookings and large events. For support, contact info@youcamp.com

What happens when I want to go away on holidays?

Many hosts enjoy travelling themselves and often go away on holidays. If you are away for a period of time and you cannot respond to enquiries or booking requests you need to unpublish your listing temporarily. It is not enough just to block the availability in your calendar for the period you are away because guests can still send you an enquiry or a booking request for a date in the future.

To unpublish your listing go to Host Portal > Edit Listing then next to the edit pencil click on the eye icon for unpublish (your property listing will turn to red and not be visible to anyone).

When you get back and you are ready to accept enquiries and booking requests again then republish your listing. To republish your listing go to Host Portal > Edit Listing and click the eye icon again and this will republish your listing (your property listing will turn to grey and become visible again).

CALENDAR & AVAILABILITY

Why should I use a calendar as a host?

Because it shows people quickly and visually if you have space. Technology has changed the world in which we live and guests expect to make fast decisions on where to stay and where to play. Hosts who manage a live calendar can expect at least double the bookings. Hosts are encouraged to use the calendar functionality to funnel all their bookings (Youcamp website, phone, email and other websites) so guests have confidence that the calendar is up to date on an hour by hour basis. Also, if you manage your availability calendar accurately, we can feature your property in newsletters and other promotional material.

As a host, your calendar is automatically updated by the Youcamp website when bookings are accepted. You can also manually add bookings yourself and these too, automatically update your calendar.

I run a campground which has unlimited space. Do I still need to use the Youcamp calendar?

Yes you do but you can set it as ‘unlimited’ so the calendar will always show availability. Simply tick the ‘Unlimited’ option on the Information page when you enter details for accommodation. And you can have a range of options – unlimited camping, limited cabins and activities. All of this can be managed on the Youcamp calendar.

How will I receive enquiries and bookings?

All hosts receive enquiries through a message system. An enquiry is started by a guest and replied to by the host – forwards and backwards until the enquiry is resolved. A message cannot be turned into a booking request on Youcamp automatically – the guest will need to enter a booking request with details (dates, number of guests etc.) for the booking to be accepted.

A host can choose to take instant bookings or booking requests. An instant booking is live and real time but a booking request requires the host to accept a booking manually.

As a host, you’ll probably also have enquiries generated outside of the Youcamp website. Guests may turn up without a booking or they will ring or email. These enquiries are processed in Youcamp by entering a Manual Booking.

If you are going away on holidays and you are not able to respond to enquiries and booking requests then you must temporarily unpublish your listing then republish it when you return.

How do I enter a Manual Booking?

Manual bookings allow you to enter a booking on behalf of a guest – like a cash register or an eftpos machine. This is useful because guests can turn up without a booking or they communicate via email or phone. A manual booking is easy to enter – you just need the guest’s booking information, credit card details and contact information. When you’ve entered their booking, your calendar will be automatically updated.

To enter a manual booking, go to Host Portal > Bookings. Click Add Manual Booking and proceed through the steps.

What credit card security measures should I take for manual bookings?

In the Youcamp online/e-commerce environment,we use a number of risk-mitigating technologies to protect credit card numbers and potential fraud issues.

In processing a manual booking on Youcamp, a host should comply with the The Payment Card Industry Data Security Standard (PCI DSS). Basically, this means no cardholder data should ever be kept or stored and it is prohibited to use any form of digital audio recording during a phone conversation when a credit card number is being provided.

How quickly should I reply to an enquiry or a booking request?

Try and respond to enquiries on the same day – ideally within 24 hours as this will increase your chance of converting the enquiry to a booking. You will receive a text message every time you receive a new enquiry and reminders if you don’t reply quickly. Host’s that don’t maintain a good response time will be contacted by the Youcamp management team.

For a Booking Request, you should respond promptly within a few hours because while the Booking Request is pending, the dates are automatically blocked on your calendar so other guests can’t request them. If you don’t respond within 24 hours, the Booking Request becomes inactive. If it expires and you still want to accept the booking, you’ll need to ask the guest to send a new booking request.

If you are going away on holidays and you are not able to respond to enquiries and booking requests then you must temporarily unpublish your listing then republish it when you return.

How do I view and send messages?

Messaging is the informal method for guests and hosts to communicate on Youcamp before a booking is made or accepted.

View or send a message

  1. Go to your Messages
  2. In your inbox, you’ll see a message thread for each enquiry or booking.
  3. Click on a message thread to view old messages or send a new one.

You must be logged in to your Youcamp account to view or send messages.

If a message makes you feel uncomfortable or someone tries to get you to pay outside of Youcamp, please contact us at info@youcamp.com

How do I manage availability and pricing on my calendar?

To access your calendar, go to Host Portal > Calendar. Select the property from the drop down menu you wish to edit.

The calendar automatically populates when a booking is pending (for booking requests) or confirmed (instant bookings and booking requests that have been accepted by the host). A booking is shown as a coloured bar across the booking dates – click on the bar to see the booking name, check and check out dates, number of guests, the full amount and the booking reference number. By clicking on the booking reference number, you can open the full booking details.

Booking pricing and availability is set by the data you provided in your property listing (base pricing and date range pricing). A link is provided back to these pages from the calendar so you can quickly check or edit your base pricing and date range pricing.

A few extra tools are provided in the calendar. Firstly, you can block any dates as ‘unavailable’ to guests. Go to Add Unavailability, select the timeframe, the frequency if this is an recurring event and which accommodation, activity, tour or extra this block applies to.

Secondly, you can add a manual booking directly from the calendar. Remember these are for enquiries that arrive from emails, phone calls or guests who turn up. By adding them as a host, you’re keeping your calendar always up to date. Follow the steps for adding a manual booking – you’ll be able to enter their contact details, the accommodation, activity, tour oe extras required and their payment details. Once completed, the booking will appear automatically on the calendar.

You can add a price adjustment. This overrides the base price or the date range and is designed for specific dates – maybe you want to increase prices for a long weekend or reduce your prices to attract people during cooler weather. Go to Add price adjustment, select the timeframe, adjust your pricing as a % or a $ amount and tick which accommodation, activity, tour or extra this pricing adjustment applies to.

Lastly, if you are going away on holidays and you are not able to respond to enquiries and booking requests then you must temporarily unpublish your listing then republish it when you return.

How do I set minimum and maximum number of nights a guest can book?

You can specify this in your property listing set-up. Go to Host Portal > Property Listings. Click the edit button of the property you wish to edit. Go to the side bar progress meter and click on Accommodation. Click on the edit button of the Accommodation type you wish to edit. Scroll to the bottom of this page and you will see Min Nights and Max Nights. Select your options here.

How do I make and delete a price adjustment in the calendar?

A price adjustment is for specific dates and overrides the base price or the date range. It can’t be applied to an existing booking. You may want to use this tool to increase your prices for a busy period or use it to reduce your pricing for a quiet period to attract guests.

Go to Add price adjustment, select the timeframe, adjust your pricing as a % or a $ amount and tick which accommodation, activity, tour or extra this pricing adjustment applies to.

To edit or delete a price adjustment, click on the Price Adjustment shaded area on your calendar and the ‘Edit price adjustment’ box appears. You can edit your previous price adjustment or you can delete the price adjustment entirely.

How do I change my pricing for weekends?

When you first create a property listing, you are asked to set your base weekday and weekend prices for accommodation, activities and tours. On Youcamp, a weekend is considered Friday and Saturday nights for accommodation and Saturday and Sunday for activities and tours.

Once your base pricing is established, this will automatically be shown on your live calendar to guests. You can edit your base pricing at any time by going to Host Portal > Property Listings > click on the property you want to edit and click on Accommodation, Activities & Tours or Extras to change your base weekend price.

How do I change my pricing for long weekends?

You can do this with the calendar itself. Go to Host Portal > Calendar. Select the property you wish to view. Click on Add Price Adjustment and select the timeframe, adjust your pricing as a % or a $ amount and tick which accommodation, activity, tour or extra this pricing adjustment applies to.

What is the definition of a weekend on Youcamp?

We consider Friday and Saturday nights a weekend for accommodation. We consider Saturday and Sunday a weekend for activities, tours and extras.

What is Instant Book?

Instant Book is a setting a host can switch on which allows for live automatic bookings – no need for the host to approve the booking. If you choose Instant Book, it will apply to all the available dates on your calendar.

The main benefit of Instant Booking is the time saved by both guests and hosts to book and start planning for the trip straight away.

How do I turn on Instant Book?

When you reach the Booking step in the Add Listing process, you will be required to select Instant Bookings or Booking Requests. You can edit this at any time by going into Host Portal > Property Listing, and selecting Edit on the Property.

What is a Booking Request?

A Booking Request is a booking notification that requires you, as the host, to accept or decline. Reply within 24 hours so that there is a better chance of the request turning into a confirmed booking. A Booking Request only stays active for 24 hours. While a request is pending, the dates are automatically blocked on your calendar so other guests can’t request them. You will receive an email and a SMS informing you of a pending Booking Request.

If you select this option and you decide to go away on holidays and you are not able to respond booking requests then you must temporarily unpublish your listing while you are away then republish it when you return.

How can I decline a Booking Request?

You can decline a Booking Request but you should do so within 24 hours otherwise the request will close. Manually update your calendar regularly for dates YOU need to block so you only receive booking requests for when you’re able to host (Youcamp will automatically block dates for bookings you have confirmed). If you change your mind and would like to accommodate a booking you declined or missed, ask the guest to send a new request.

To decline a new Booking Request, go to Host Portal > Bookings and click on the booking. Click Decline.

To decline a Booking which you’ve already accepted and your guest’s check in is more than 24 hours away, you can cancel the booking. We strongly advise hosts to limit cancelling bookings unless there are extenuating circumstances. Guests are inconvenienced when a host cancels a booking.

If you need to cancel a reservation that starts within 24 hours or has already begun, please contact us 1300 318 709.

How can I approve a Booking Request?

You can accept a Booking Request from your Youcamp account. Go to Host Portal > Bookings, open booking, scroll to the bottom and click accept.

You can also message the guest to review trip details before accepting or declining their request. A message doesn’t count as a response to a request.

If you accept, your calendar will be automatically updated and schedule your payout for 24 hours after check-in.

If you are going away on holidays and you are not able to respond to booking requests then you must temporarily unpublish your listing then republish it when you return.

What if my guest doesn’t show up for a booking?

If you’re having trouble getting in touch with your guest before their arrival you may want to try contacting them using a different form of communication. For example, you can try reaching them through:

  • Youcamp message: Find your guest in your Messages and send them a note
  • Email or phone: Go to Your Bookings, click on the booking, and use the email address or phone number listed.

What happens when I want to go away on holidays?

Many hosts enjoy travelling themselves and often go away on holidays. If you are away for a period of time and you cannot respond to enquiries or booking requests you must unpublish your listing temporarily. It is not enough just to block the availability in the calendar for the period you are away because guests can still send you an enquiry or a booking request for a date in the future.

To unpublish your listing go to Host Portal > Edit Listing then located next to the edit pencil is an eye icon, click this to unpublish (your property listing will turn to red and not be visible to anyone).

When you get back and you are ready to accept enquiries and booking requests again then republish your listing. To republish your listing go to Host Portal > Edit Listing and click the eye icon again and this will republish your listing (turns to grey and becomes visible again).

CHECK-INS

How does check-in work?

Check-in is the time when a guest arrives. Guests and hosts liaise directly for check-in procedures – there is no online functionality.

Can I nominate check-in and check-out times as part of my listing?

Yes. As the host, you can nominate the check-in and check-out times for each accommodation type you provide.

When you reach the Accommodation step in the Add Listing process, you will be required to select Check in time and Check out time for each Accommodation you add. You can edit these times by going into your Property Listing and clicking Edit.

Note: It is important to nominate a check- in time as this has an impact on your cancellation policy (link to cancellation policy)

What are some check-in tips for hosts and guests?

If you are a host, before the start of the booking, message your guest to confirm check-in and check-out times, make plans for the key exchange, and ask any other questions. Keeping communication in your message thread gives you and Youcamp a clear reference if any issues come up. If you’d rather not be disturbed after 8pm, then be clear on arrival times and your expectations in this regard.

Also, confirm your contact information and arrival details so you can reach each other in case plans change. Make sure to let each other know if you’ll be without access to a phone or the Internet.

If you are a guest, after your booking is accepted, refer to Your Account > My Trips > Click on the trip you want to review for useful information about your booking, such as the check-in and check-out time, the listing’s address, your host’s contact information, and your billing receipt.

CHANGES & CANCELLATIONS

What is a booking cancellation policy?

A booking cancellation policy is the terms or conditions when money is returned because a booking has been cancelled. Cancellation policies protect hosts in the event of unexpected guest cancellations. Each property on Youcamp has a cancellation policy, chosen by the host.

What are the booking cancellation policies I can choose from as a host?

Youcamp offers four different cancellation policies depending on how much money you want returned in the event of a cancellation:

Flexible: Guest can cancel up to 24 hours before check-in for a full refund (except fee)

  1. Guests receive a full refund if they cancel their booking prior to 24 hours of the check-in time.  If the check-in time is 2:00pm, the booking must be cancelled by 1:59pm the day prior to receive a full refund.
  2. The Youcamp service fee is non-refundable.
  3. A booking is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Host Portal > Bookings.
  4. Cancellation policies may be superseded by the host or guest due to safety cancellations or extenuating circumstances. Please contact Youcamp for further information.
  5. Applicable taxes will be retained and remitted.

 

Moderate: Guest can cancel up to 10 days before check-in for a full refund (except fee)

  1. Guests receive a full refund if they cancel their booking 10 days prior of the arrival date and check-in time. If the check-in time is 2:00 pm and the booking is for 11th May, the booking must be cancelled prior to 1:59pm on 1st May.
  2. The Youcamp service fee is non-refundable.
  3. A booking is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Host Portal > Bookings.
  4. Cancellation policies may be superseded by the host or guest due to safety cancellations or extenuating circumstances. Please contact Youcamp for further information.
  5. Applicable taxes will be retained and remitted.

 

Strict: Guest can cancel up to 30 days before check-in for a 50% refund, except fees

  1. Guests receive a 50% refund of the total booking  amount if they cancel within 30 days of the arrival time and date.
  2. The Youcamp service fee is non-refundable.
  3. A booking is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Host Portal > Bookings.
  4. Cancellation policies may be superseded by the host or guest due to safety cancellations or extenuating circumstances. Please contact Youcamp for further information.
  5. Applicable taxes will be retained and remitted.

 

Super Strict: No refund.

  1. Guests receive no refund.
  2. The Youcamp service fee is non-refundable.
  3. A booking is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Host Portal > Bookings.
  4. Cancellation policies may be superseded by the host or guest due to safety cancellations or extenuating circumstances. Please contact Youcamp for further information.
  5. Applicable taxes will be retained and remitted.

How do I view or change the cancellation policy for my listing?

To view or change your cancellation policy, go to Host Portal > Property Listings. Click on the edit button of the property you wish to edit. View the side progress meter and click on Bookings. You can view and change your cancellation policy here.  If you decide to change your cancellation policy, existing bookings made with the original cancellation will retain the cancellation policy agreed to at the time of booking.

What happens if a guest cancels?

If your guest cancels their booking, we’ll notify you immediately via SMS and email and automatically unblock the dates on your calendar so that you can host other guests. Any payout for a cancelled booking will be released 24 hours after the originally scheduled check-in date.

If the booking status hasn’t changed to Cancelled in your Bookings, it’s still considered active, and will appear on your calendar.

Guests who cancel are automatically refunded according to your cancellation policy—unless the cancellation qualifies as an extenuating circumstance.

If your guest cancels after they’ve already checked in:

  1. They’re required to leave your property as soon as they cancel
  2. The terms of your cancellation policy will still apply

How do I cancel a booking as a host?

In the unlikely event that you need to cancel a guest’s booking, go to Host Portal > Bookings. Find the booking you wish to cancel and click the Change button. Scroll to the bottom of the page and select the Cancel button and follow the prompts to cancel the booking.

Cancelling a guest’s booking is serious and can have negative implications for their trip. If you cancel a booking, the guest receives a full refund.

Can I alter a booking as a host?

No you can’t. Once you’ve accepted a booking as a host, you can only cancel the booking or make a manual price adjustment.

HOW PAYOUTS WORK

When do I get paid?

Youcamp releases your payout about 24 hours after your guest’s scheduled check-in time. The time it takes for the funds to arrive in your account depends on your payout method.

To check the status of your payout, visit Host Portal > Transaction History. Once we’ve sent your payout, a “Payout” line item appears for that booking.

If you have multiple bookings with check-ins on the same day, any funds going to the same payout method will be deposited as a single payout.

After Youcamp releases the payout, it takes some additional time for the money to arrive to your bank account. The average processing time for bank transfer to occur is the next business day.

How do I calculate my payout?

The payout you’ll receive is the final booking amount minus the 2% host service fee. To view details about any of your payouts, visit your Transaction History in the Host Portal.

Guests pay a 10% service fee to Youcamp in addition to the cost of your listing, which is why the total price guests see is higher than your payout.

What are the host service fees?

To process each booking, Youcamp charges a 2% service fee when a booking is completed. The amount of this service fee is calculated from the reservation subtotal (before fees and taxes). The host service fees are charged because this is what we pay on your behalf to process credit card transactions. Any business that processes credit cards (either online or in a shop) pays this fee. We do not make any revenue from this fee. In fact, if a customer pays via American Express, we are actually charged more than 2%, but we only pass on 2% to our hosts.

To see the amount of the service fee on each booking:

  1. Go to Host Portal > Transaction History
  2. Click on the booking code next to the booking you’re interested in
  3. Under Payout, you’ll see Youcamp Service Fee

Do we charge a “distribution commission”?

No. Most tourism distributor websites charge the host a commission for bookings made through their websites. Youcamp takes a 10% commission from the guest making the booking. We don’t charge hosts because we want hosts to benefit in the fullest capacity from their assets.

Example:

Campsite fees =$100

Guest pays = $110 (campsite fees + 10% service fee)

Host service fee charged by Youcamp = $2

Youcamp pays host = $98

We think this is a better model for regional Australia.

How is GST handled by Youcamp?

Youcamp allows you, as the host, to show the GST you collect if you’re registered for GST with the Australian Taxation Office. Youcamp doesn’t collect or pay the GST on your behalf – we just show you the GST amount associated with your fees.

If you are registered for GST, please tick YES – registered for GST box on the Payment Details page. By ticking this box, you are saying that 10% of your fees are the GST component and this amount will show on your Youcamp payout.

If you aren’t registered for GST, tick no NO on the Payment Details page.

How do I apply a manual discount to a booking I have accepted?

Youcamp allows you, as the host, to apply a manual discount to an Instant Booking or an Accepted Booking Request. You can only apply a discount between the booking confirmation and the check-in date and time. To apply a manual discount, go to Host Portal > Bookings > Click on the Paid Booking you want to apply the discount to > Click on Change this booking > Click on the section of the booking you want to adjust and click on Apply Discount.

How do I change my bank account details?

To add a new bank account or to change/remove a bank account:

  1. Go to Host Portal > Property Listings > and select the edit pencil to edit your listing
  2. Select Payout Details from the green menu on the left
  3. Click the blue Add New button, add your new bank details and save
  4. You can remove your old bank details by clicking on the rubbish bin icon

How does Youcamp process payments?

Youcamp’s payment system has been developed to make transferring money between guests and hosts as simple and reliable as possible. Here’s how it works:

  1. Guests pay Youcamp when they make a booking
  2. Youcamp releases the money to hosts 24 hours after the guest checks in

Using Youcamp’s payment system is required to make a booking as outlined in our Terms and Conditions.

Youcamp automatically includes service fees in each transaction, as well as showing GST amounts where required.

Which payment processor does Youcamp use?

Youcamp uses the payment processor Stripe. Stripe processes billions of dollars a year for thousands of businesses across the world; from newly-launched start-ups to Fortune 500 companies. Web and mobile businesses around the world using Stripe include Twitter, Kickstarter, Shopify, Salesforce, Lyft, and many more. In terms of security, Stripe is certified as a PCI Level 1 Service Provider, the most stringent level of credit card security certification available in the payments industry. Stripe is regularly audited by the same firm that audits Google, Apple, and Amazon. All card numbers are encrypted on disk with AES-256 encryption and decryption keys are stored on separate machines.”

BEING A SUCCESSFUL HOST

What are the characteristics of a successful host?

All good experienced tourism operators already know that the secret to hosting is to enjoy accepting guests. If you are genuinely welcoming, your guests will react with appreciation. Youcamp’s most successful hosts go to that extra bit of effort. They:

  1. Provide clear and easy check-in procedures
  2. Make sure they can be contacted about any issues
  3. May offer extra help where required
  4. Leave a welcome note or information about local attractions
  5. Often leave a small treat like flowers or food.

How can I really make the most out of using Youcamp as a host?

That’s easy to answer – drive extra traffic to your Youcamp listing. Use Youcamp as your sole reservation management system so that guests can quickly see availability and have confidence to book. Provide a link to your Youcamp listing on your website, on your Facebook page, on camping apps such as Wikicamps, from other websites and on any other printed or digital media you use to advertise your property. And as the Youcamp Administrators, we reward the hosts who keep their calendars fully up to date by promoting their upcoming availability in our newsletters.

How will Youcamp generate interest in my property listing and what is my responsibility as a host?

We use a variety of marketing approaches – google ads, printed advertising, our very popular Facebook community and our regular e-newsletters. We also build partnerships with groups and organised clubs and tourism associations so members can hear about Youcamp. We have a Youcamp icon on the popular Wikicamps app. And because we have a partnership with Rays Outdoors and BCF, we regularly communicate with their customers to promote Youcamp sites. We have a Youcamp display in every new Rays store. And most importantly, Youcamp has generated an incredible buzz – word of mouth is still a powerful way for guests to hear about properties to visit.

Your responsibility is to understand why we have built Youcamp as a complete reservation system because we work hard to promote your listing far beyond the Youcamp website. You will receive Youcamp guests who turn up without a booking as well as email, phone and social media booking enquiries generated by the Youcamp ‘buzz’ and we ask for hosts to process these through the Youcamp website. All hosts have access to a manual booking tool so the host can use Youcamp like a cash register.

Lastly, help us to help you! Do this by ensuring your listing is looking its best. That means lots of great photos, your calendar is up to date, you respond to enquiries promptly and encourage your guests to leave a review when they leave. By doing this you will be helping us create a destination for the outdoors. You as hosts are our much-valued partners in this journey!