FAQ guests

What are Firebnb’s advantages ?

Thanks to Firebnb you will benefit from styled accommodations at crazy prices.

  1. We choose accommodations that are already referenced on other platforms such as Airbnb, Abritel or Booking
  2. We only reference those that have excellent comments
  3. We negotiated with their owner exclusive discounts so you don’t have to

  How can I be certain that the discount is real?

  1. We display for you the discount between Firebnb’s price and the listings current price on the initial platform (Airbnb, Abritel, Booking…).
  2. We offer a link that allows you to see by yourself that the initial price is higher than on firebnb.
  3. No bad surprise when paying, we only display all fees included prices.

Do I benefit from a customer service?

Our team is at your service 7 days a week for any question or further needed help.

You can contact us at the following number: 01 76 35 01 48, by mail with contact@firebnb.com or directly through our chat on our website.

 How much does Firebnb’s services cost?

You can visit our deals freely and without limitations.

We pay ourselves through a commission on rentals (between 6% and 12%, decreasing according to the booking’s amount).

No bad surprise when paying, we only display all fees included prices.

 Why does some deals seem to be hidden or blurred?

Only Firebnb’s community members can access to all deals.

To see all deals, you just have to sign up (it’s free) or to log on to your Firebnb account.

 Is there a minimum/maximum stay length?

When you do a search, we only display available stays that meet your criteria.

That also minimum length stay set by some owners.

Furthermore, we don’t display stays that lasts more than 3 weeks.

What warranties/insurances are provided by Firebnb?

Firebnb benefits from ADAR Local Responsibility (LR) insurance, supported by Tokyo Marine insurance company.

Who does it insure?

  • All tenants, physical person, French or foreign, renting a furnished accommodation for a short period of time in the European Union.

  • We can insure, the taker, his spouse (include any partners) and any other person (without family relationship) that are put down on the registration form on the contract and who benefits from the rental, their ancestors or descendant in first degree relatives or their son-in-law, brother, sister.

What does it cover?

  • Fire and water damage… , within the limit of 1 500 000€.

  • Neighbors or third party appeal, within the limit of 450 000€.

  • Furniture damage, within the limit of 2 500€/ with a 75€ deductible.

(For more details: http://www.firebnb.com/garantie_hote)

 How to rent an accommodation?

It is very easy. When you have found the your gem:

  1. Sign up (it’s free) or log on to your Firebnb account.
  2. You can ask the host any questions you like.
  3. Fill in your bank details to pre-book the accommodation. Your card will not be debited, we are simply asking your bank to verify if the necessary funds are available (rental price + deposit).
  4. The owner then has 24 hours to accept your booking.
  5. When the booking is approved, we give the host your contact details so he/she can give you all the necessary information to access the accommodation.
  6. We collect the booking amount by debiting your card (exclusive of the security deposit).

 How does the Check-in and Check-out happen?

When the booking is approved, we give the host your contact details so he/she can give you all the necessary information to access the accommodation (arrival time, departure time, keys recovery…).

In some cases, the host can ask you further information, such as the copy of your identity card.

 How is the payment performed on Firebnb?

All the payments are performed online with a credit card (Visa or Mastercard). Prepaid card and AMEX are not accepted for the moment.

  1. During an accommodation pre-booking request, we collect your credit card details: card number, validity date and security code.
  2. We check with your bank that you have the necessary funds (booking price + security deposit).
  3. If (and only if) the booking is approve by the host, we proceed your card debit (exclusive of the security deposit).
  4. The security deposit is not debited, except if the host declares litigation and after an investigation from our services. Depending on our analysis, we reserve the right to collect all or a part of the security deposit amount.

 How does Firebnb secures my payment?

The Firebnb website is secure by the SSL protocol. It’s shown by the presence of a little padlock in the address bar and the presence of the letters https in the address.

To add on, we use a 3D secure system. This system, provided by your bank, allows payment confirmation by sending a text message on the telephone number that you have linked to your bank account.

 How is the price estimated?

The price of your reservation is estimated depending on various factors:

  1. The night price on the initial referenced platform (Airbnb, Abritel, Booking…).
  2. The exclusive discount negotiated by Firebnb with host.
  3. The additional fees asked by the host (cleaning fees, additional guests fees…).
  4. The Firebnb service fees (between 6% and 12%, decreasing depending on the booking amount). Those fees are intended to finance the website management, the customer service, the insurances that covers the accommodation…

 How does Firebnb manage security deposits?

It is frequent that hosts set a security deposit for his accommodation.

In that case, at the moment of the booking, we verify the availability of the funds and ask the bank the authorization to take the amount if there is incident.

If asked by the host and after investigation of our services, we reserve the right to collect all or a part of the security deposit amount.

What happens if I cancel or change my reservation?

If you cancel a booking, the amount of the refund is determined according to the cancellation conditions that the host has fixed on the referenced platform and on the dates in which you cancel the booking. The service costs are not refundable, there are separated from the cancellation conditions.

If you wishe to ask a further refund, you can send an offer. Every further refund will be at the host discretion.

In rare cases, if the cancellation comes from a force majeure, you will be able to have a full refund.

Firebnb allows the hosts to choose between three different standard cancellation conditions (flexible, moderate and strict) that we apply to protect both the hosts and the guests.

Flexible: Full refund until 1 day before the arrival, without fee.

The cleaning fees are always refunded if the tenant does not present himself.

The service fees are not refundable.

The listing fees (the total amount to pay) are refundable in certain cases like the one listed below.

If there is a complaint from one side or the other, Firebnb must be notified within 24 hours after the check-in.

Firebnb can act as a mediator if necessary and will decide in case of dispute.

A booking is officially cancelled when the guest clicks on the cancellation button.

The refund policy of the guests, in case of force majeure or cancellation by Firebnb for any other reason planed by the general conditions can supplant the cancellation conditions. Please verify the exceptions.

Applicable taxes will be deducted and given.

Moderate: Full refund until 5 days before arrival, without fee.

The cleaning fees are still refunded if the tenant does not present himself.

The service fees are not refundable.

The listing fees (total amount to pay) are refundable in some cases indicate below.

If there is a complaint from one side or the other, Firebnb must be notified within 24 hours after the check-in.

Firebnb can act as a mediator if necessary and will decide in case of dispute.

A booking is officially cancelled when the guest clicks on the cancellation button.

The refund policy of the guests, in case of force majeure or cancellation by Firebnb for any other reason planed by the general conditions can supplant the cancellation conditions. Please verify the exceptions.

Applicable taxes will be deducted and given.

Strict: Up to 50% refund until 1 week upon arrival, without fees

The cleaning fees are still refunded if the tenant does not present himself.

The service fees are not refundable.

The listing fees (total amount to pay) are refundable in some cases indicate below.

If there is a complaint from one side or the other, Firebnb must be notified within 24 hours after the check-in.

Firebnb can act as a mediator if necessary and will decide in case of dispute.

A booking is officially cancelled when the guest clicks on the cancellation button.

The refund policy of the guests, in case of force majeure or cancellation by Firebnb for any other reason planed by the general conditions can supplant the cancellation conditions. Please verify the exceptions.

Applicable taxes will be deducted and given.

 What happens if the host cancels my reservation?

Firebnb will do everything for this case not to happen. But some cases of force majeure can make the accommodation unfit for rental and cannot be planned. If this case happens, there are two options:

  1. An integral refund.
  2. A free transfer of your reservation amount on a new Firebnb reservation (no fee).

INTEGRAL REFUND

If this option is chosen, Firebnb will redistribute the integral amount that you have paid on your reservation.

TRANSFER TO A NEW FIREBNB RESERVATION

If this option is chosen, the price that you have paid for your initial reservation will automatically be available to make a new reservation on Firebnb. After that our team will have helped you find another accommodation, Firebnb will directly transfer your initial payment to this new reservation.

 If problems occur with the host, what happens?

Firebnb will do everything for this kind of situations not to happen. If a situation of disagreement occurs and no friendly settlement is found, Firebnb will proceed to analyze the situation and will take the measures that we find adequate. Photos and other supporting documents may be asked for.

Responsability of Firebnb:

Firebnb is an online platform which links hosts who offer listings for rent to travelers looking for this type of product.

We are mediator between both sides.

By accepting the general terms and conditions of use, you acknowledge and agree that the host is solely responsible for the accommodation and services offered in the online ad.

We exclude all liability for services provided by guests and for communications between the two parties.

Firebnb offers last-minute accommodation, what is it ?

Travelers have changed their booking habits for their short-term rentals. They book later, ever more at the last minute.

On the other hand, the owners are willing to make discounts in order to ensure that their accommodation will not remain empty.

These discounts are only offered when the delay between the guest booking and his arrival is less than 30 days.

As a result, Firebnb only offers exclusive discounts on accommodation, for the next 30 days. The later the booking, the greater the discounts.

FAQ host

Why should I add my listing on Firebnb?

To increase the revenues of your listings.

By offering discounts to insure the rent of your last spare nights, you will increase the profitability of your listings.

Firebnb maximize your adverts in three ways:

More visibility:

A free additional presence on our platform allows you to increase your chances to book your listings.

More attractivity:

If you lower your prices on Airbnb from 100€ to 70€, no one will know that you have lowered your rates. Unlike other platforms, Firebnb highlights the discounts that you agree on and allows the guests to have an idea of your listing’s real value.

More opportunities:

If you offer your listing at 100€ on Airbnb, and decrease it to 70€, you annihilate your chances to rent it at 100€. With Firebnb, you can play all the cards by keeping the possibility to rent your listing at the highest rate on Airbnb.

How much does your service cost?

For you “host”, it is free; we apply a commission on the guests (6% to 12%).

Is there a client support service?

Our team stands by you 24/7 for any questions and help needed.

Does this service make me commit for the long term?

No. Our service is engagement free and cancellable whenever without cost.

Is my listing insured if rented on Firebnb?

Firebnb benefits from the insurance system ADAR, which is supported by the insurance company Tokyo Marine.

Who’s insured?

Every tenant, physical person, French or foreign, renting listing during a short period of time in the European Union.

Is insured, the buyer, his/her spouse/husband (including known partner…), also any other person (don’t have to being related) who is named on the inscription report of the present contract, their direct ancestor or descendant, their son-in-law or their direct sister or brother.

What does it cover?

  • Fire, water damage… within the limits of 1 500 000€

  • Submission from the neighbors and third party, within the limits of 450 000€

  • Damage of furniture and property, within the limits of 2 500€/ insurance excess of 75€

(Further detail: http://www.firebnb.com/garantie _hote)

How to include my listing on Firebnb?

There are two possibilities:

  1. A) Add the url of your Airbnb listing (ex: http://www.airbnb.fr/rooms/6xxxxx5) via the demo accessible on the site “for the hosts” page

    B) Log on to your firebnb account or create one, then click on your name at the right top corner (after connection) then click on “my listings”. Click on the button “import an listing” and enter the Airbnb listings URL (ex: http://www.airbnb.fr/rooms/6xxxxx5)

  2. Our system will automatically import all the listing’s public available information (photos, description, calendar, prices…)

  3. You will have to define your maximum rate, the amount of your discounts and when they should be activated.

  4. From then, you will be able to import more listings.

If you have concerns on why you listing is not directly visible on our site, it’s because we are making sure that it matches our quality standards. This could take a few hours.

My apartment is not on Airbnb, what should I do?

At this moment, we are focused on Airbnb listings. Nevertheless, we are working hard on extending our service towards other platforms.

When are my listings available on Firebnb?

For your listing to be available on Firebnb, the preconditions are the following:

  • Possess a listing on Airbnb

  • Import your listing on Firebnb

  • Have decided on a maximum rate, the amount of your discounts and when they shall be activated

  • A validation from our team (quality standard)

How to manage my discount policy on Firebnb?

  1. Decide on a minimum price: which is the lowest price under which Firebnb will never propose your listing, regardless of the discount. It’s also the price under which it is not interesting for you to rent your listing.

  2. Level of discounts: the higher the discount, the more chances you have to rent your listing. Therefore, it’s suggested to not be afraid to set high discounts. It’s more profitable to rent your apartment at half price then not to rent it at all.

Is there a minimum discount to propose?

Yes. We have observed that the guests do not start to get interested in discounts unless it is a minimum of 20% of Airbnb price. We have therefore set the minimum discount on Firebnb at 20%.

Example: Airbnb rate: 100€ → maximum price on Firebnb: 80€ (20% discount).

What happens if I change the price on Airbnb?

If you chose to increase the price on Airbnb, the price will also increase on Firebnb.

In contrary, if you chose to decrease the price on Airbnb, the price on Firebnb will also decrease without going under the minimum price that you have fixed beforehand.

If I made a mistake on my prices on Firebnb and a guest books, what happens?

We automatically send you an offer. You are then free to accept it or not.

Can I ask the guest for a security deposit ?

We take care of the security deposit; the amount asked is the same one as the one on Airbnb. If you change the amount of the security deposit on Airbnb, it will be transmitted on Firebnb. In case of damage, contact directly our customer service.

What’s the booking process on Firebnb?

  1. You receive a detailed prepaid booking request from the guest, including check-in and check-out dates, number of guests and the price of the booking. When you get the request we already have the bank authorization to collect the amount of the rent and the safety deposit.

  2. You have 24 hours to communicate with the guest and to accept or decline his offer. Past this delay the request is over.

  3. After you confirmed the booking, you receive a booking confirmation.

  4. You get your payment 24 hours after the guest has arrived in your listing.

Does double booking exist between Firebnb and Airbnb?

It is possible but very unlikely. You will always have the right to accept a booking or not (and therefore to verify the availability). Furthermore, before every booking our system verifies the listings availability on the reference website.

What happens if I have to cancel the booking?

To cancel a booking, you have to contact us. Depending on the dates and the situation we could apply a penalty.

What happens if a guest cancels a booking?

If the guest cancels a booking, the amount of the refund is determined according to the cancellation conditions that you have fixed on the referenced platform and on the dates in which he cancels the booking. The service costs are not refundable, there are separated from the cancellation conditions.

If he wishes to ask a further refund, he can send you an offer. Every further refund will be at your discretion.

In rare cases, if the cancellation comes from a force majeure, the guest will be able to have a full refund.

Firebnb allows the hosts to choose between three different standard cancellation conditions (flexible, moderate and strict) that we apply to protect both the hosts and the guests.

Every offer and every booking on our website clearly specifies the cancellation conditions. The guests can cancel and verify the penalties given by looking at their travel plan and by clicking on “Cancel” on the booking in question.

Flexible: Full refund until 1 day before the arrival, without fee.

The cleaning fees are always refunded if the tenant does not present himself.

The service fees are not refundable.

The listing fees (the total amount to pay) are refundable in certain cases like the one listed below.

If there is a complaint from one side or the other, Firebnb must be notified within 24 hours after the check-in.

Firebnb can act as a mediator if necessary and will decide in case of dispute.

A booking is officially cancelled when the guest clicks on the cancellation button.

The refund policy of the guests, in case of force majeure or cancellation by Firebnb for any other reason planed by the general conditions can supplant the cancellation conditions. Please verify the exceptions.

Applicable taxes will be deducted and given.

Moderate: Full refund until 5 days before arrival, without fee.

The cleaning fees are still refunded if the tenant does not present himself.

The service fees are not refundable.

The listing fees (total amount to pay) are refundable in some cases indicate below.

If there is a complaint from one side or the other, Firebnb must be notified within 24 hours after the check-in.

Firebnb can act as a mediator if necessary and will decide in case of dispute.

A booking is officially cancelled when the guest clicks on the cancellation button.

The refund policy of the guests, in case of force majeure or cancellation by Firebnb for any other reason planed by the general conditions can supplant the cancellation conditions. Please verify the exceptions.

Applicable taxes will be deducted and given.

Strict: Up to 50% refund until 1 week upon arrival, without fees

The cleaning fees are still refunded if the tenant does not present himself.

The service fees are not refundable.

The listing fees (total amount to pay) are refundable in some cases indicate below.

If there is a complaint from one side or the other, Firebnb must be notified within 24 hours after the check-in.

Firebnb can act as a mediator if necessary and will decide in case of dispute.

A booking is officially cancelled when the guest clicks on the cancellation button.

The refund policy of the guests, in case of force majeure or cancellation by Firebnb for any other reason planed by the general conditions can supplant the cancellation conditions. Please verify the exceptions.

Applicable taxes will be deducted and given.

Do you have a non-disclosure policy?

Yes! You can find it at the bottom of our homepage.

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