Help centre & FAQ's | moRentals
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FAQ’s

FAQ’s FOR USERS

How does moRentals work?

In moRentals travelers can book accommodations from owners who advertise with us. Travellers reserve immediately through our website or our online distribution system supported by our sales partners. It is important to keep communication and transactions within moRentals to ensure compliance with the Terms and Conditions of use.

Travelers provide payment information when making the reservation. Once accepted, moRentals charges in advance a percentage of the total payment and exchanges and provides contact information to manage the check in and other details of the reservation.

We have created a special payment system to ensure that the payment is safe. Once moRentals has claimed the initial percentage, the rest of the money will not be paid until the day of admission. This gives the opportunity to confirm that all expectations are met by the owner and traveler. The last payment could be made ​​in cash, card or PayPal.

How can I contact moRentals?

You can contact our Customer Service 24 hours/every day. We are available by email and phone.

FAQ’s FOR OWNERS

Do I have to register in moRentals as owner?

Registering and creating an account at moRentals is free. The easiest way is to register with your email address and create an account. After registering, you will be contacted to complete your profile.

What is the process of publishing an advertisement?

Once registration is completed the property will go through a process of manual validation through which all information is verified. This process takes 3-5 working days. Once the advertisement is verified you will receive an email confirming the registration of your property on moRentals.

Remember that we take care of the editing and publishing of your ad without you having to worry about anything.

How can I renew my commitment with moRentals?

It is very easy. Once you register your relationship with us moRentals continue until the time you want. To stop working with us you just need to notify us. We do not seek any type forced compromise. We hope you want to work with us because we are leaders in this sector and your property will be marketed perfectly. We do not demand anything in return.

Who can publish properties in moRentals?

Everyone can publish in moRentals. Registration and publication are completely free. Listings are as diverse as the owners that offer them. You can list from apartments, houses, rooms bed-and-breakfast, cottages, farmhouses, etc…

How much does it cost to list in moRentals?

Listing in moRentals is free and the benefit that you can get is priceless. It is the safest way to convert your property from being a burden into a productive investment.

Why is it necessary that communication and transactions occur within moRentals?

The main reason why it is necessary to maintain communication and transactions with moRentals is to ensure your safety. The vacation rentals industry has always been vulnerable to risks and uncertainties. We are your guarantee. We monitor the process from start to finish. Therefore we keep all communications and transactions within moRentals. Private messages and insurance payments are an example of the tools we offer to build trust and security steps.

¿How can I change my ad?

To delete or change some data from your advertisement follow these steps:

1. Access to your account owner dashboard.

2. Edit the part of the ad you want.

3. Save the changes.

How can I update my calendar?

Through our experience we have found that the most complicated part is the maintenance of the calendar. The most effective way to keep your calendars updated is to use iCals, so your calendar and our calendar always remain synchronized. You can also keep updating the calendar through your owner panel.

I do not remember my password. What I should do?

If you forgot your password and you can not access to your account at moRentals, click the link that lets you set a password again. Enter the email address you use in moRentals and you will receive a password to access your account. If this does not works please contact the Customer Service team and they will be happy to help you.

How do I cancel my account?

We do not want you to leave so please note that you can contact the Customer Service team. They will answer to all your questions and concerns. We will be happy to assist.

However, if you still want to cancel your account please send us an email to be unsubscribed.

What cancellation policies can I choose for my ad?

Our cancellation policy is very simple: between 1 month and 15 days before arrival at the accommodation charges of 15% of the total booking price will apply. This will be deducted from prepayment. If the cancellation occurs within 15 days prior to the arrival at the accommodation cancellation charges will apply for 30% of the total reservation. In case of no-show, the prepayment will not be refunded.

How are damage deposits managed?

Protect yourself with a damage deposit is more effective if you manage within the payment system from moRentals. When the owners request for a damage deposit the reservation made ​​thereafter shall be covered by the selected amount. This amount must be paid the day of the key handover and will be retained until departure, providing that the owner did not detect any damage.

If there is any damage, Customer Service will mediate between them to ensure that both parties are represented fairly.

How and when do I get paid for my booking?

Travelers provide payment information when making the reservation. moRentals charges a percentage of the total payment and exchanges mutually contact information to manage the check in and other details of the reservation.

We have created a special payment system to ensure that the money is safe and that it is collected correctly. Once that the initial percentage has been claimed, moRentals commission will be deducted and the remaining money will be not paid to the owner until the day of the check in along with the final payment. This gives each other the opportunity to confirm that all expectations are met.

What should I do when I receive a booking?

If your property has a reservation, you will receive a notification via email. If you need help accepting the reservation contact the Customer Service team.

How do the arrival proccess and key collecting work?

moRentals coordinates with owners and travelers details of the arrival and the departure key handover. It will always arrange the details via email. When a booking is accepted, you will see the contact information. Generally it is expected that travelers have a easy check in to the property for which they are paying.

How do I edit or change a booking?

If the travelers want to extend their stay because they are having a great time at your property, we have no problem as all of you agree and we get the notification of the changes.

If you need help to change the booking please contact the Customer Service team.

What should I provide to travellers?

We suggest that at least owners provide linen, pillows, blankets and towels for every traveler. Everything that appears in the photos on your advertisement and in the description from the web must be present.

If you can offer coffee or tea, small soaps or shampoo, a hair dryer or fill refrigerator, travelers will remember when they are writing their evaluations.

What should I do when the traveller is gone?

Make sure to check your place at the time of departure or when the traveler was going to see that everything is in order and start thinking about what they will write in their evaluation. If you must return the deposit, please make sure it is done correctly and promptly. If you need assistance do not hesitate to contact the Customer Service team.

How do I cancel a booking?

Cancellations happen, so you may have to cancel a reservation. Cancellations by the owners are a very serious issue and we do not recommend to do it because it can be a major setback for travelers. They also affect the credibility of our website. We understand that sometimes the cancellation is inevitable, therefore, if absolutely necessary, you contact the team of Customer Service and explain the situation.

What happens if the travellers cancels a bookign?

If the traveler cancel a reservation always try to change the reservation to avoid full cancellation. Unfortunately, sometimes the cancellation is inevitable. Respect the cancellation policy. Any outstanding payments will be sent to you 24 hours after the original arrival date.

FAQ’s FOR TRAVELLERS

How do I travel with moRentals?

It’s very simple:

1. Enter your destination and select the dates. Refine your search using our filters, such as price, room type, and other services. You always have the option to contact us for any questions you could have.

2. Make a booking and enter the details of your payment. You can be assured that your payment is safe with us.

3. Evaluate your experience once you have completed your stay. Your experience is an essential part of building our trust within the community.

How can I protect myself as a traveller?

There are different options to protect you as a traveler of moRentals:

1. Check evaluations of your potential hosts. Make sure you read the reviews left by other travelers.

2. Contact us to ask anything you want and clarify the ad price and services.

3. Use a travel insurance. We do not offer travel insurance for travelers, but taking one does not involve much expense and protect you in case of injury or emergency. Some policies even cover lost baggage and travel delays. Check with your insurance company for more information about your options.

Can I bring my pet with me?

The best way to find out if a property is suitable for your pet is reviewing the ad or using the option to contact us.

What happens after clicking on Book button ?

By clicking on the Book button, the system redirects you to a secure page. You must enter your payment information and accept the Privacy Policy and Terms and Conditions. You will then receive a confirmation email with the voucher and all booking details.

How and when should I pay for my booking?

Our payment system is safe including various payment methods. The payment is processed and immediately you will receive your bonus. The amount initially paid it is a percentage of the total price. The rest will be paid before the day of your arrival.

What payment method are accepted?

We accept all major credit cards, PayPal and bank transfers. We also accept debit cards that can be processed. Depending on your country of residence not all methods are available or they can be under special conditions.

How do I edit or change my booking as a traveller?

If you want to extend your stay because you you are having a great time at this property you have rented or you want to invite a few friends over, we have no problem as long all of you are agreed and you communicate these changes.

How do I contact moRentals if I have a confirmed booking?

If you have a confirmed booking and you want to contact us for any clarification you only have to call or email Customer Service number.

What should I do if I find something wrong with my booking?

If you have the feeling that the ad does not correspond to the property because it lacks of any of the items published in it or does not look like the photos on the web, we recommend you to contact us within 24 hours of your arrival.

If you wanted to cancel it because you think the ad is misrepresented, we will refund the amount automatically following the Cancellation Policy. Please read the conditions carefully. To get the refund, please contact the Customer Service team. You must document the reasons with photos or video to make sure we can help you in the best way possible.