How can we help you manage your property?
Search our official Partner documentation or open a direct support ticket with our Guernsey & Jersey operations desk.
How does property vetting work after I complete Onboarding Step 5?
When a new Partner completes the 5-step onboarding wizard (including at least 5 high-resolution property photos and accepting the 15% Partner Commercial Agreement), your listing enters "Pending Review" status while our Channel Islands Quality & Licensing team verifies your property details. Once approved by an Administrator, your listing automatically transitions to "Live" and you receive an instant Listing Live confirmation email.
How are the 15% platform commission and 85% partner net payouts calculated and settled?
Island Stay charges 0 upfront listing fees. On every confirmed reservation, 15% is retained as platform commission (covering payment processing and marketing) and 85% is allocated to your Partner Ledger. Funds remain in escrow until the guest check-out date has passed, protecting against pre-stay cancellations. Matured balances are settled every Monday at 06:00 UTC via UK Faster Payments / BACS Standard 18, SumUp, or PayPal, accompanied by an automated Commission Tax Invoice.
How are my UK / Channel Islands bank sort code and account number protected?
Your 6-digit sort code and 8-digit account number are encrypted at rest using AES-256-GCM (enc:v1:...) before being stored in our database. They are masked in all dashboard views (••-••-60 / ••••0145) and are decrypted exclusively in memory during server-side BACS / Faster Payments settlement.
How do I connect Airbnb, Booking.com, SiteMinder, or RateTiger to prevent double bookings?
In Dashboard → Availability or Channels, you can link external iCal URLs (Airbnb, Booking.com, VRBO) or enterprise OTA channel managers (SiteMinder, RateTiger). Inbound iCal imports use atomic UID upserts with zero availability gap, and your outbound Island Stay iCal feed is protected by an HMAC-SHA256 feed token.
What happens if I or a guest cancel a paid booking?
When a paid reservation is cancelled or declined through Dashboard → Bookings, Island Stay automatically triggers an upstream gateway refund (SumUp / PayPal), transitions the booking status to Cancelled/Refunded, and adjusts your escrow/clawback ledger balance.
Submit a Partner Support Ticket or Feedback
Direct line to Island Stay Operations (support@islandstay.co.uk).