Owner FAQ

The relationship between property owners and Apartments UA is governed by the Terms of Use, the Privacy Policy published on the website, and the User Agreement provided after your accommodation is activated on the platform.

Registering on the platform and explicitly accepting the User Agreement (public offer) are sufficient legal grounds to start working. No additional paper contracts are required.

Yes. Registration is free, and the trial period lasts one month. During this time, you can add properties and explore the platform’s features. If there are no active properties available for promotion in your account after the month ends, your account will be temporarily blocked.

If no property is activated during the following 30 days, the account will be deleted automatically, and the email address used as your login will be permanently blocked and cannot be restored.

In your account, you can upload a photograph or company logo. You must provide an address, phone numbers, and contact details for trusted people. You may write about yourself if you wish; this is optional, but it can build trust because some of this information appears on the website next to your properties.

Apartments UA reserves the right to request documents confirming the owner’s identity or the company’s legal status, as well as proof of ownership or a rental agreement. Such a request may be made if:

• substantiated complaints are received from guests or partner channels;
• there are signs of fraud or suspicious activity;
• proof of the right to list the property is needed to comply with booking channel rules.

The platform does not set requirements for a user’s legal status. You may work as an individual, a sole proprietor (FOP), or a legal entity. The form of business and your tax obligations depend on the laws in your jurisdiction. Apartments UA does not interfere in tax matters and does not require proof of legal status for registration.

No. Apartments UA is a fully cloud-based platform available through a web browser on computers, laptops, tablets, and smartphones. You can manage your properties from anywhere with an internet connection.

There is currently no mobile app because the web interface provides all the required features and works conveniently on computers and mobile devices.

There is no limit on the number of properties. One account can contain a single property or scale to dozens or hundreds of properties.

Owners with 1–10 properties generally do not need a separate website: most guests come through major booking channels, and a standalone website rarely brings a noticeable increase in bookings.

Yes. For managers handling dozens or hundreds of properties, their own website can be an important tool for growing the business. It can help attract new owners, expand a partner network, and bring in additional guest bookings. However, building and promoting a website requires a budget, time, and ongoing work.

If you plan to grow your short-term rental business, you can register on PMS.Rent, where a manager mode for multiple accommodation properties is available. The platform provides tools for automation, synchronization with booking channels, reporting, and communication with owners.

You can also become a regional representative or affiliate agent and request your own website integrated with PMS.Rent. It can help promote properties in your region, develop an agency network, and strengthen your presence in the market.

Your properties are listed on Apartments UA and, if you choose and the channel rules allow it, can also be published automatically on major international booking portals. The platform integrates with leading OTAs, including Booking.com, Airbnb, Vrbo, Google Vacation Rentals, and others, helping you reach a broad audience and attract a steady flow of guests.

In addition to global platforms, properties can be listed on more than 300 regional and niche portals and with travel agencies operating in different countries. This helps you receive bookings not only from major international channels but also from local services popular in specific cities, countries, or travel segments.

Each property gets its own listing with a description, photographs, and an up-to-date availability calendar. Synchronization with booking channels is automatic, helping prevent double bookings and ensuring that prices and cancellation policies are displayed correctly.

See the list of major distribution channels on the Main Booking Channels page.

No. External portals publish listings on behalf of PMS.Rent’s partner companies. You do not need to create channel accounts or list properties yourself. All bookings from connected channels arrive directly in your account and are also sent to your email and Telegram, the main channel for timely owner notifications. You need to install Telegram to receive booking and guest inquiry updates promptly.

No. Properties are automatically distributed through several booking systems and all available channels and travel agency marketplaces. However, you do not have to connect a property to any channels. In that case, it will be listed only on Apartments UA.

Listing properties on the platform is free. Owners do not pay anything in advance or incur charges for listing or promoting their properties.

Apartments UA’s commission is deducted only from bookings actually received and is calculated automatically based on several factors, including the number of rooms, location, seasonality, and other factors built into the algorithm. The algorithm also takes into account booking channel commissions and the platform’s and banks’ operating costs.

Important: the commission is deducted from the amount paid by the guest, not from the owner’s income.

The owner always receives exactly the amount entered in their account, taking into account any discounts they set or mandatory taxes. There are no hidden deductions or extra payments.

Our principle is: you earn, the platform receives a commission; if there are no bookings, you pay nothing.

Payment is collected by the payment system connected to the Pms.Rent platform. When a guest books and pays for their stay, the funds are transferred to the platform’s settlement account and reserved. After the guest’s check-in has been confirmed and final settlement with the booking channels is complete, the funds are transferred to the owner within 48 hours of check-in, minus the platform commission and any possible deductions (channel penalties, bank fees, etc.). This arrangement reduces the risk of cancellations and chargebacks and is common international practice.

The PMS.Rent / Apartments UA system creates a personal financial wallet for each owner. Payouts for confirmed bookings are credited to it automatically.

The owner can transfer funds from this wallet at any time to convenient accounts and payment services, including:

• bank cards;
• electronic wallets, such as PayPal;
• bank accounts in any country;
• cryptocurrency wallets — payouts in stablecoins (USDT, USDC, etc.) are available through automatic conversion.

The payment infrastructure supports a wide range of withdrawal methods, so you can choose whichever is most convenient for you.

We also recommend opening a Wise account for fast international transfers, low fees, and reliable payouts in most countries.

The platform cannot account for every possible cancellation policy on every channel because their requirements differ considerably. Your account offers four standard cancellation policy categories: flexible, moderate, strict, and non-refundable. You choose one category for your listing, and the platform automatically applies equivalent terms on each connected channel in the closest format that channel supports.

Please note: the interpretation and application of cancellation terms may vary slightly depending on each channel’s rules. In disputed cases, the relevant booking channel may decide whether to refund the guest under its own internal rules.

Cancellation terms depend on the policy category you selected. The platform applies those terms automatically across all connected channels. If a guest cancels, the system calculates any refund in accordance with the selected category and the specific channel’s rules.

If the cancellation occurs during a period when no refund is due, the owner keeps the funds, less channel commissions and any operating deductions. If a partial or full refund is due, the relevant amount is automatically returned to the guest through the payment system.

An owner’s cancellation of a confirmed booking is considered a serious violation by all booking channels. Platforms such as Airbnb, Vrbo, and others may impose financial penalties and administrative sanctions, including withholding part of the booking amount, blocking dates, lowering the listing’s rating, temporarily removing the property from publication, and other restrictions. The penalty depends on the channel and how much time remains before check-in; it can range from a fixed fee to 100% of the booking price.

Because the owner has no direct financial relationship with the channels, all penalties are charged to PMS.Rent and then deducted from the owner’s payouts, possibly with an additional bank fee. For this reason, owner cancellations are viewed negatively by everyone involved.

Owners should avoid such situations. If an objective force majeure event does occur, make every effort to find alternative accommodation, notify the guest in advance, and agree on another suitable option with them.

Apartments UA allows guests to message owners before making a booking. However, neither guests nor owners may share contact details at this stage. Messages will be blocked if this rule is violated.

After the booking has been paid in full and the cancellation policy has taken effect, the platform automatically shares the owner’s contact details with the guest and the guest’s details with the owner. The parties then handle check-in, arrival time, transfers, key handover, and additional services directly, without the platform’s involvement.

In your account, you can enter booking rules, check-in and stay procedures, property details, and the contact details of the person who will communicate with the guest. Guests will see some of this information on the website when booking.

After receiving the guest’s contact details, we recommend sending the key instructions again in your messages because not every guest reads the website information carefully.

Yes, this is common practice. You may ask guests to provide identification, sign an agreement, or complete a registration form. It is best to mention this in your check-in instructions or tell the guest in your messages in advance.

Yes, this is recommended. Even if booking channels formally provide for a deposit, obtaining compensation through them can be difficult. Since platform users do not deal directly with the channels in disputes, it is advisable to state in your house rules that you collect a specified cash security deposit, which is returned at check-out after the property has been inspected. The deposit amount should also be entered in the owner’s account.

We recommend documenting the deposit with a receipt or written acknowledgment, and recording the property’s condition at check-in and check-out with photos, video, or another available method.

Neither Apartments UA nor the Pms.Rent platform acts as an arbitrator in disputes between guests and owners or makes independent decisions about compensation, penalties, or refunds, except where expressly provided for in the User Agreement or applicable law. If a dispute arises between a guest and an owner, the parties should first try to resolve it directly. If the dispute concerns the platform’s responsibility (for example, fraud or a system error), contact support and provide all relevant information.

The platform’s servers and legal infrastructure are located in a European country. The database is protected with modern security measures, including encryption, access controls, and backups. Access is limited to a small number of authorized employees. Personal data is processed in accordance with the Privacy Policy and applicable data protection laws. Owners have the right to access, correct, and delete their data.

Contact us through the feedback form on the Contact page. We review every message and prioritize questions that affect many users or concern how the platform works. We publish answers to common questions in the FAQ section so they are available to everyone.