1. I'm interested in a listing, how do I contact the host?
On each advertised listing, click the the "Contact host" button and complete the enquiry form.
2. What do I do after I make the enquiry?
Depending on whether your chosen property is on our new system, you will either be taken to a new conversation with the property owner on Accomable, or you will receive an email confirmation which will connect you directly to the accommodation provider. The accommodation provider will be in touch with you to arrange the details of your stay. Rates and payment methods must be confirmed directly between you and the accommodation provider. Accomable does not provide any payment processing services.
3. Am I obliged to make a booking after making an enquiry?
No. You are just making an enquiry. It is entirely up to you whether you want to proceed to booking a property and these arrangements must be made directly with the accommodation provider.
4. I have a query about the listing, what do I do?
You will need to get in touch with the accommodation provider. Click the "Contact host" button and complete the form.
5. What is the scope of the service provided by Accomable?
Through our website Accomable we aim to provide an online platform for people to advertise their holiday accommodation, and to facilitate direct contact between visitors to our website who are seeking accommodation for those with mobility needs, and the property advertisers on our site. When making a reservation, your contract or agreement is made directly with the accommodation provider and not with Accomable.
The listings on our website are based entirely on the information we are given by accommodation providers and they are responsible for ensuring this information is accurate and up to date. We take reasonable steps to ensure that the information they give us about access to their properties is accurate, by asking for photographs of level access showers and step-free entrances, for example, but we cannot guarantee that this will be the case and we cannot be held responsible for any inaccuracies or untrue information in any of the listings. Individual accommodation providers remain solely responsible for the accuracy of the information and rates displayed on our website, and we strongly advise you to discuss and double check whether they are able to help with your individual mobility needs.
6. What are the terms and conditions for each listing?
Terms and conditions are specific to individual accommodation providers and these should be confirmed when you make a booking. Accomable cannot be held liable or responsible for the listing or the guest's stay at a property listed on our website.
7. What measures does Accomable take to vet each listing?
We ask vendors to provide images of accessibility claims but we do not / cannot verify that these images are an authentic representation of the property. As our site is open to anyone to list a property, we strongly recommend that guests make their own enquiries with a host to satisfy themselves of suitability / appropriateness before entering into any arrangement.
8. What do I do if am unhappy with a stay?
You will need to address this issue directly with the accommodation provider. Accomable cannot assist in settling any dispute. However, please do get in touch with us at email@example.com if you think the listing was misleading or inaccurate. Later in the year, we will be piloting a user feedback mechanism.
Please note that the following relates to the new version of Accomable. Vendors will be notified when they are transferred to the new system; our corporate partners will not be affected. Please get in touch with us if you have any questions regarding this process.
- The new Accomable: 30 second guide
- Listing your property
- Vendor Registration
- Handling enquiries
- Taking payments
- Cancellations, deposits, and everything else
1. The new Accomable: 30 second guide
We’re excited to be rolling out new features, so now you can chat directly with guests, draft invoices and take payments within Accomable. Here’s what you need to know to get started.
1. Register to receive payments through Accomable. You can do this by filling out the vendor registration section of your profile. It only takes 5 minutes.
2. Chat directly with travellers interested in your property. Enquiries will now open up a direct conversation with the traveller, where you can agree all the details of a stay, as well as transfer photos and files. We’ll email you whenever you have new messages.
3. Create and issue your invoice using our simple tool. Designed with simplicity in mind.
4. Receive payment. We’ve tried to keep things simple – with flat fees and cancellation policies that work for you.
5. Manage your enquiries and bookings through a new dashboard. You can see the statuses of your enquiries.
6. Competitive commissions, transparent pricing. Accomable charges a 10% commission on bookings. This commission includes all transaction charges and VAT (if applicable).
2. Listing your property
How do I list a property?
Once you’ve created an Accomable account by clicking here, you can then submit a listing by clicking the ‘List a Property’ button on the top right panel.
Once submitted, a member of Accomable’s approval team will check the listing to ensure it complies with our listing guidelines and displays enough images of appropriate quality. Once reviewed, an Accomable team member will be in touch to confirm whether the listing is approved or if more information is needed.
How do I edit or delete a listing?
Once logged in, click the "My listings" button in the top right hand panel. You can then manage and view your current listings.
3. Vendor registration
Note: this is a requirement for property owners on the new version of Accomable only. This only applies to you if you can see a Vendor Account Settings and registration link on your profile page.
Why do I need to register?
Registration is a requirement to receive payment through Accomable. This is a legal requirement under UK money laundering rules; and a requirement stipulated by Stripe, our payment processor. You can read our full terms and conditions here, and our Vendor Agreement here.
How do I register?
Property owners with access to the new system can register by completing the vendor account settings within your profile. Don’t forget to also add a profile name – this is what travellers will see when they chat with you.
What information will I need?
You will need to provide a name, address, date of birth, bank account details, and the currency you wish to be paid in. This should be the same currency as your bank account. In some cases further information may be needed, such as a scan of valid ID. This is more likely to happen once you’ve started receiving payments through Accomable, and if it does we will get in touch with you.
I tried to register, but there was a problem.
We’re very sorry to hear that – please do let us know immediately by emailing firstname.lastname@example.org or give us a call on 0203 409 6773.
4. Receiving an enquiry
What happens when I receive an enquiry?
We will let you know by email whenever a Traveller is interested in booking your property. If you are on the new system, then a conversation will also be created on the site.
The messaging system allows you to communicate with enquiring Travellers without restriction to allow you to clarify information and ensure that you are able to cater to the Traveller’s requirements.
Can I give the traveller my direct contact details?
To ensure transparency and clarity on what’s been determined and agreed between you and the Traveller, we expect communications to remain on our messaging platform. Encouraging Travellers to contact you directly would be a breach of the Vendor Agreement.
I usually send an enquiring Traveller a questionnaire in the form of a word document, can I send this?
Yes, our messaging system enables you to send files such as word documents or PDFs.
The Traveller is requesting more photos, can I send these?
Yes! You can send photos too.
After exchanging messages with an enquiring Traveller, I unfortunately cannot accommodate them. What do I do now?
Sorry to hear. Not a problem. Just click the button to close the thread.
I am able to accommodate the Traveller! What do I do now?
Fantastic, if you’ve agreed dates and requirements with the Traveller, you are now ready to issue an invoice. We explain this in more detail in the next section.
5. Taking payments
How do I invoice a Traveller?
On the right hand panel of the messaging thread, click on ‘create invoice’. This will then you to our simple to use invoice creation tool!
Add the rates, quantity and price; and any additional charges by entering the required information in the relevant fields.
Can I require a deposit?
Of course, you can require a deposit of up to 30% of the booking value that is paid to you within 48 hours of being paid by the Traveller.
Can I add additional rules, requirements and further terms?
Yes, but as long as these don’t conflict with Accomable’s Vendor Agreement.
Can I preview an invoice before sending it?
Yes, we strongly recommend this.
It’s a busy period for me and I might have other enquiries come through, can I limit how long the Traveller has to make a decision?
Yes, you can set an expiry date on the invoice in the right hand panel.
I’ve sent the invoice and I’ve realised I’ve made an error, can I edit it?
Yes, you can. Click the ‘Amend Invoice’ button. The Traveller will be notified too. You can then re-issue it.
When do I receive my money?
You will receive the non-refundable deposit within 48 hours of it being paid by the Traveller. The balance will be paid the day after check-in.
Is Accomable’s payment system safe?
Yes, payments are handled by Stripe. A reputable payment processing company that handle transactions for leading companies around the world.
Are there any further charges or fees?
Bookings on Accomable are subject to 10% commission - and this includes all costs and payment processing fees.
6. Cancellations, deposits, and everything else
What are options on cancellation policies?
We offer three vendor friendly cancellation policies:
Strict – full payment required upfront, any refund is at the Vendor’s discretion.
Moderate – non-refundable deposit payable on booking. The Traveller may cancel up to 120 days before check-in.
Flexible – non-refundable deposit payable on booking. The Traveller may cancel up to 60 days before check-in.
When do Accomable collect payment from the Travellers?
It depends on cancellation policy:
Strict – full payment is collected on booking.
Moderate – the non-refundable deposit is collected on booking. The balance will be collected 120 days before the check-in.
Flexible - the non-refundable deposit is collected on booking. The balance will be collected 60 days before the check-in.
What happens when the Traveller cancels?
We’ll notify you when the Traveller confirms the cancellation. The Traveller will be responsible for any fees and charges associated with processing the cancellation.
Do you offer integration solutions with booking management tools like Supercontrol, Lodify etc?
Not yet, but this is coming soon!