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Bookings & reservations
Approving, modifying and cancelling stays.
Payments & payouts
Payout schedules, EFT, Paystack & tax.
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Top articles
- 01How to issue a partial refund without cancelling a bookingPayments & payouts 4 min read 100% helpful
- 02Connect your Airbnb calendar with a one-way iCal feedChannels & sync 6 min read 100% helpful
- 03Setting smart pricing rules for weekends & school holidaysSeasonal pricing 7 min read 100% helpful
- 04When does Vilo pay me out? Schedules & bank holidaysPayments & payouts 3 min read 100% helpful
- 05Cancellation policies explained: Flexible, Moderate, StrictPolicies 8 min read 100% helpful
- 06What to do if a guest payment is held for reviewTrust & safety 5 min read 100% helpful
Community forum
- NNHow do you handle late check-in requests politely?Nomvula N. · 14 replies · 2h
- JVKaroo & Garden Route - December pricing playbookJacobus V. · 28 replies · 8h
- ARBest fluffy towels under R 200 - recommendations?Ayanda R. · 41 replies · Yesterday
Video tutorials
Frequently asked
How long does Vilo take to pay out after a guest checks in?
Payouts release 24 hours after the guest’s check-in. EFT typically lands in your South African bank account within 1–2 business days; Paystack instant payouts are available on the Pro plan and arrive same-day. Bank holidays may add a day.
A guest wants to cancel - what do I do?
Guests can cancel from their reservation page; the refund follows the cancellation policy you set on the listing. You don’t have to do anything — but if you want to be flexible, you can issue a goodwill refund from the booking detail page.
Can I import bookings from Airbnb so my calendar stays in sync?
Yes. Open Channels → Add iCal feed and paste your Airbnb export URL. Vilo polls the feed every 15 minutes and blocks matching dates on your Vilo calendar. Two-way sync is available on the Pro plan.
What is Vilo’s commission, and when am I charged?
Vilo takes a flat 3% host fee on confirmed payouts — no listing fees, no monthly minimums on the Free plan. The fee is deducted from each payout automatically; your statement shows it as a separate line.
System status
- Channel sync99.98% · 30d
- Payments & payouts99.99% · 30d
- Messaging99.6% · degraded 14 Nov
- Search & discovery100% · 30d
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