Preguntas frecuentes

 
FREQUENTLY ASKED QUESTIONS FOR TRAVELLERS


HOW TO USE CUBAGAO

You can inquire about a property using the contact form that appears at the bottom of each record property. Mail is sent to the administrator of the property and receive a copy of it in your mailbox.
In the menu bar there is a drawing of a person to his shoulders, clicking a vertical panel displays. This indicates the language and currency of the page.
Enter the location within one of our search boxes (for example, on the home page of each service) and enter the dates of your stay and the number of people traveling. Click "search now" to view the list of available properties.
CubaGao is very safe. We make every effort to ensure that our guests are in good hands and that your money is safe at all times.

Our system reviews: Guests can write a review on the property and the host at the end of your stay. Only guests who have booked through CubaGao can write this review to ensure that all reviews are genuine and reliable.
To see where a property is located, see the map of the announcement of the property.
After your stay, you will receive an email asking you to let us CubaGao your observations and comments. Only you allowed to comment and accompanying guests who have booked through CubaGao to ensure that all reviews are from real guests.
CubaGao access your account by clicking on your name or "enter" on the left side panel and then click on the "My reservations" also on the side panel.
Each host has a system for delivery of keys will explain directly once you have exchanged contact information.

The methods range from a personal welcome in the property, to safes, sending an email with a code to enter without keys or sending a key by mail before your departure.
Upon acceptance of a reservation, the host receives the contact information of the host and vice versa (email, telephone, full name and address). It's a good idea to contact each other to arrange the details of stay (arrival time, flight information, directions to the property, etc.)

If you can not communicate via email or phone, write to This email address is being protected from spambots. You need JavaScript enabled to view it. and will do our best to help.
Contact the host. You may accept the change if the property is available. Change may incur additional expenses, especially if you change the length of stay.
By confirming your reservation, you agreed conditions with the host. If these conditions have changed, including the amount of people you are traveling, you should contact the host immediately and see if incur additional charges.
We recommend choosing several properties that you like and make a request on each one. This will increase your chances of receiving positive responses. We encourage our hosts to respond as quickly as possible to all availability requests made through CubaGao.
In the unlikely event that this happens, the first step to take is to attempt to contact the host, and it might have been delayed in arriving at the rendezvous point. If you can not communicate with the host, contact us at This email address is being protected from spambots. You need JavaScript enabled to view it..

If you have any problems, contact us as soon as possible (but always during the first 24 hours) by email, so we can take appropriate action. We will endeavor to find alternative accommodation. If this were to happen, it will be investigated to the host.

If there are any problems, the team of consultants in Cuba take appropriate measures on behalf of the host.

For properties of type "reservation request" you need to check availability with the host. Once you confirmed this availability you will receive an email with a link where you can complete your booking. "Reserve Now" means that availability calendar is up to date, so please send your booking request immediately.
First send an availability request to the owner by clicking "reservation request" in the description page of the property. You get the response of the host directly to your email and you will provide a link for you to confirm the booking safely through our website.
In the description page of the properties click on the "Book" button. This method is called "book now" because you do not need to send a booking request.
We have done everything possible to announce the features and most common facilities in the description page of the properties. If you have any additional questions, check with your host. You can do so by sending an availability request and then a message.
Hosts can change prices at any time. This happens because the prices of tourism products and services fluctuate depending on supply and demand. CubaGao will do everything possible to try the hosts keep their prices until late.
The host will give you information about the arrival and departure procedures, directions to the property, keys and emergency contact. You'll have to contact the host to arrange all the details. We strongly recommend you do this in advance.
Guests and hosts receive the contact information (email, phone, name, address) as soon as the host has accepted and confirmed the booking. You can communicate directly with the host to agree the details of the stay.
Yes. Once the reservation is confirmed, you will receive the contact information of the host (including phone number) and the host yours.
The check-in is usually in the afternoon. Once the host has accepted and confirmed your reservation, contact him to inform the arrival time. If it suits a particular time, we recommend you argue with the host before booking.
In the description page of the property you will find the number of rooms, beds and extra sleeping space available.

If you have more specific questions, contact the host directly. What you can do after having received a reply to a question of availability, by clicking on "reply message."
It may be that the property has a sofa bed. If you have questions, please see the description of the property for details or contact the host.
If the property has no reviews, it may be because that may have been added to the site recently and has not yet had reservations. Moreover, not all guests write reviews, but encourage them to do so. The lack of reviews does not mean that the property is unsafe or is not a good alternative for book, in fact the new properties are generally cheaper than those established, which already have many reviews.
The hosts do not have a deadline for responding to inquiries of availability, but we encourage them to respond as quickly as possible. However, you can contact us by writing to This email address is being protected from spambots. You need JavaScript enabled to view it., if you do not receive a timely response.
The hosts have a maximum of 72 hours to respond to a request for reservation, however, we recommend that respond as soon as possible.
It may be that someone else has reserved the property in the period between the response and the time that you tried booking. It is for this very reason we advise guests to act quickly. You will not guarantee any property until the host has accepted and confirmed the booking.

However, you can write to us This email address is being protected from spambots. You need JavaScript enabled to view it. and help you find alternative accommodation.
When you cast the search, we show the properties that match the length of your stay and alternatives, if your dates are flexible.
When the hosts respond to inquiries of availability or booking requests they have the option of using CubaGao message templates, which are available in several languages. We have created these templates to facilitate and speed up communication between hosts and guests. The hosts choose the template you want.
Now you can make your reservation request by clicking the link booking received in your mailbox or on the button CubaGao booking your account by providing your personal data.

We recommend that you do as soon as the property is available for other guests until the host accept and confirm your reservation and payment has been processed.
There are two possible reasons:

  • The property is not available but the host manages another property that may be interested and available.
  • The property is not available for the entire period requested, but available on other dates.

The hosts can propose these options if guests are flexible regarding the dates and properties.

You can book the properties you want. We pray that we communicate via e This email address is being protected from spambots. You need JavaScript enabled to view it. to know that the book is not a multiple error.
Definitely. CubaGao is constantly working to attract hosts and properties in new destinations in Cuba. If you have a property available for rent or know someone who does, we'd love to see it advertised in CubaGao.

For more information on hosts in consultation CubaGao information for hosts, or if you have any suggestions about possible places where we should add more properties, please contact us by writing to This email address is being protected from spambots. You need JavaScript enabled to view it..
"Full property" is a property that you and your companions will have to yourselves. 'Private room' is a bedroom on a property shared with other guests or the host. Be sure to read the description of the property carefully to know what type of property you book.
If the property is available of course! If you have little time we recommend choosing a property of "immediate backup" because the host can take up to 72 hours to accept and confirm the reservation.


THE PAYMENT

Only 10% plus tax administration costs and formalization of booking.
When you reach your destination you must liquidate the owner the rest of the cost of your stay.
Be sure to inform your arrival in the host plans and have their contact details on hand in case of delays or any change to the agreed plan. Guests and hosts exchanged contact details to facilitate the process.
This depends on the host. The fee for cleaning services may well be considered an additional cost, or be included in the price. If you are unsure, please confirm directly with the host.
Yes, the deposit will be refunded as the property has not been damaged. Contact directly with the host for details.
The host chooses the currency, which can be sterling, euros, US dollars or Swiss francs. For your convenience, we offer you the currency conversion service on our website. For more information see Booking Conditions.

It should take into account the currency in Cuba is the CUC and most hosts choose the local currency.

For more information, contact the host to clarify their doubts.
At the top right of each page there is an icon with a figure of person shoulder. A vertical panel where you can change the currency and language of the page is then displayed. For other currency options, click and choose your currency from the drop down menu. You can choose between pounds sterling, euros, US dollars or Swiss francs. This currency conversion tool is only for information, the charge will be made in the currency chosen by the host. For more information see Booking Conditions.
Be sure to read carefully the description of the property before booking. In addition, before making the reservation you will see additional charges on the summary of the book.
You can cancel your reservation through your user account within 15 days prior to your arrival, and will be returned in full to 10% you paid for the reservation and management costs. The refund will be made using the same means you used to pay.

If you need to cancel within 15 days prior to your arrival, contact us through This email address is being protected from spambots. You need JavaScript enabled to view it..


In the unlikely event that the host canceled the reservation, contact us as soon as possible through This email address is being protected from spambots. You need JavaScript enabled to view it. 'll help you find accommodation.


FREQUENTLY ASKED QUESTIONS FOR HOSTS
 

GETTING STARTED

CubaGao includes a FREE service, which offers each host a personal adviser who will handle the entire process of acquisition of your property which includes:

  • Verification and validity of the license-related activity.
  • Completion of the host sheet.
  • Advice for the description of the property.
  • Advice for advertising text description.
  • Photo report.
  • Rise of the property to the Web.
Once published your property, your personal adviser is responsible for:

  • To assist the host to update your calendar (available reserve vacation time, etc.).
  • Review and delivery of new emails to hosts, so they are as current as possible.
  • Notice to host about new reservation request.
  • Helps confirm reservations (via email).
  • It helps to get data guests who have lost by accident.
  • Replacing guests.
Yes, it is mandatory and is included in the free service offered by our consultants, they are obliged to physically certify that all data uploaded to the Web is accurate and correct, not to be misleading or confusing.
Included within the free service, your personal adviser is responsible for everything related to the efforts of booking the property.
No additional charges, unless it is financially penalized for Default Host Reserve.
Advertise a property is free.

When a reservation is made CubaGao receive a small percentage for administration costs and formalization of booking.

Contact one of our advisors for more information.
When the guest's arrival to the house rent, the host is responsible for collecting all or bias rent directly with its host, sometimes this is done the last day of guest stay or agreements between the two parts.

CubaGao not responsible in any way for any irregularities or non-payment by any guest.

Our management said host ends when you receive confirmation of your booking by the host and then send all the data of the same contact.
You will be paid in the currency you have previously marked box currency of payment, being the default currency CUC.
We recommend that you include this fee in the price of your ad rather than adding additional charges. If you prefer not to, do not forget to mention as an additional charge in the profile of your property and cash directly to your guests on arrival or departure.
Payment of security deposits is an agreement that we do not mediate. You will have to carry out the agreement separately with guests.

Be sure to specify that you will ask a deposit (and detail the value of this) in the description of your property within the "surcharges" section.
Given that the currency circulating in the country is "CUC", the host can choose freely the currency you want to receive for their services.
The price established to create the profile of your property is the default for all dates on your calendar price. The system is flexible so you can set a price for a season or a different price for another. To make changes in prices and to apply to different dates on your calendar, contact your client advisor or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it..
You set the price you want to receive part or all of your rental property depending on the services to be provided and in relation to the market price in your area.
It is your responsibility to comply with tax laws and regulations of your country of residence and the state and / or city where the property is located.


HOW TO USE CUBAGAO

It is the minimum number of nights you want to book guests. We recommend you to set the minimum stay on a night to accommodate as many guests.
Yes. Our ads accepts private property, property management companies and guest houses. If you have any requests or policy related to your business, contact us through This email address is being protected from spambots. You need JavaScript enabled to view it..
No, for now our service focuses exclusively on properties located in Havana, but we work to extend it to the rest of the country as soon as possible.
After receiving a guest, CubaGao asked to leave a review. The review appears in the profile of your property and other guests will serve as a testimony about your property.
When you receive guests from CubaGao, encourage them to leave a review about the stay. To maximize the number of bookings you receive, we suggest you consider slightly reduce your rates and the minimum length of stay, plus ensure that the advertisement of your property have good pictures and a striking description, your calendar is current and quickly respond to inquiries from availability and reservation requests.
You can upload as many photos as you want. We recommend using photos that show the best of your property and you include photos of the neighborhood and all major rooms. The default image is very important, so make sure you choose the photo you make your property look.
During the description of the property you can choose facilities from a long list and you can add additional options if desired.
"Reservation request" means that it is necessary to send an availability query the owner to see if the property is available. Once the owner has confirmed the availability, you can send a reservation request.

"Reserve Now" means that the availability of the owner's calendar is always updated, so that you can send a reservation request immediately. Once the owner receives a reservation request, it has 72 hours to accept and confirm the reservation. Although we advise you to respond as soon as possible.
Getting your property is of "book now" This email address is being protected from spambots. You need JavaScript enabled to view it. contact us through, if you have Internet connection or mail service, otherwise please contact your advisor.
If your property is "reservation request", you will receive inquiries from potential availability of guests want to know if the property is available for your stay. Confirms or rejects the query host availability, or propound a property, tariff or alternative dates. We recommend that you keep your calendar and get real so you do not have to resort to this option.

Rejecting an availability request, they will automatically lock the dates on your calendar CubaGao.
We encourage guests to make multiple inquiries on each stay, to maximize your chances of getting a positive response. Therefore, a guest can receive positive responses from more than one property and end up booking elsewhere.

To get more bookings availability inquiries, we suggest that you respond to all inquiries as soon as possible.
Once you have responded positively to a question of availability, guests can make a reservation request of the property. You will be notified by e-mail this and through your CubaGao account. We recommend that you accept or reject the reservation request as soon as possible.

To accept the booking, click on the "OK" button. The reservation is automatically confirmed and receive an email with all contact details of the guest (phone number, email address and name).

Guests also receive your contact information.
You have 72 hours to respond before the expiry of the reservation request. Accept reservations as soon as possible. If you let expire a reservation request you're giving a bad impression to the host.
Yes, you can reject an application for reservation, but this should only happen when another guest has booked your property after you've accepted your availability. Check dates and prices before confirming any availability check to avoid having to reject the request of the guest book below.
Yes, you should answer all queries availability, whether to accept, reject or propose a property, dates or alternative rates. Also, you should answer all reservation requests and messages, because they receive a response results in a poor experience for the guest.

It must also consider if there is any complaint from one host to CubaGao, We study the case and will be penalized by placing your property in the last pages of search.
Yes, the profile of your property is a single bond. We recommend you where you can share online, as this advertising will help generate interest in your property reserves.
"Full property" is a property that your guests will have to themselves. "Private Room" is a bedroom on a property shared with other guests or you. Be sure to make it clear if you are offering a "full ownership" or a "private room" in the description of your property.
If you wish to delete your ad, you must contact us through This email address is being protected from spambots. You need JavaScript enabled to view it.. But we can not eliminate a property that has scheduled reservations.
As a host you should not cancel any reservations. If you do not really have a choice, contact us through This email address is being protected from spambots. You need JavaScript enabled to view it.. We also ask that you contact the host directly and explain the reasons for the cancellation.
Guests can cancel their reservation until 15 days before check-in. If a reservation is canceled, your property will be listed as available again so you can receive further consultations availability for those dates.
The first page shows the most popular properties in relation to the number of reservations that have arisen. You can improve your position by answering all queries and more accepting reservation requests.
Communications are handled via the website to maintain your privacy, allowing us to offer an appropriate level of service and ensure that all interaction adhere to our "Terms of Use". This is for your protection. Once you accept and confirm the reservation, we will send the data to the host and the receive yours: name, email, phone number and address.
You can do it. Just be careful not accept more than one reservation for the same dates, ie make a double booking. A simple way to avoid this is to consult your calendar to your host account every time you have a reservation request another web page, so make sure not having a reservation through CubaGao for those dates.
We suggest to all our hosts having their schedule as current as possible. If the property is 'instantly bookable', more so your schedule must be updated.
The best thing is to increase reserves: add photos quality, lower price, maintain an updated calendar and respond to all inquiries and reservation requests quickly.
The most important thing is to have quality photos and a complete and accurate description, ask advice from your advisor, he will help you get it.
To maintain the quality of CubaGao, all this properties must be verified by our team in Spain before appearing on the site. When you advertise a property through your adviser for the first time, it may take a few days before the property is checked and displayed online.
No. When you accept a reservation request, you do it for that particular property. You must not exchange properties and / or guests at any time. Contact us through This email address is being protected from spambots. You need JavaScript enabled to view it. if you have problems of availability.

When you receive a booking request for a specific property, you can offer other if the requested property is not available, and guests can decide whether to accept the offer. However, once you have accepted the reservation for a specific property, you can not switch to another guest.
Take into account the suggestions and comments, and make appropriate improvements alquílala again. We advise you to respond to the review giving your opinion. This allows prospective guests to see both sides of the issue and know that you dump and professional host.

If you believe that a review is unfair or defamatory, write to This email address is being protected from spambots. You need JavaScript enabled to view it. and we will investigate.
When you accept a reservation, you will automatically receive an email from CubaGao where you'll find all the details of the reservation, if you do not have Internet access, contact your advisor so that you print this email.
Locate your advisor to visit the property and can make changes.
We recommend that you take as a reference similar ads CubaGao in the same area. If you are a new host, we recommend that you put the price between 25 and 50% below market prices to compete with hosts that already have many reservations and reviews.

This will be an added value and a good long term investment. Once you have created a good reputation, demand will increase and you can charge more.
Maybe we are forced to cancel a reservation in certain circumstances. It is not a decision we take lightly, and such cancellations CubaGao help protect our users and, like you, the host, against fraudulent operations.
Then you should get in touch with your guests by email or phone to arrange the input data. Good communication is important to make guests feel like they are going to enjoy a pleasant and smooth. If you do not have an Internet connection or mail service, contact your advisor to manage the reservation for you.

In the email booking confirmation you will find contact information to guests (phone or email).

Please contact your guests as soon as possible. Not later than two days before the date of arrival. Asked when and how they will arrive, explain how to reach the apartment, reports of record who is responsible and how to contact that person (and / or you) if necessary.

Guests always appreciate that this be done as soon as possible. If you do not speak the language of the guests, we recommend using Google Translate. (Http://translate.google.es) If you do not get in touch with the customer and / or they do not return calls or respond to emails in relation to the time of entry, at least two days before the date expected input, lack of response will be considered a cancellation of the reservation and will not receive any payment. We reserve the right to penalize the hosts who make cancellations. This can have the effect of significantly reducing the visibility of your property on the website during a specified time.



HELPFUL HINTS AND TIPS

Good photos are a very important component for a good ad (see the next question, if you need advice on this matter).

If your ad is comprehensive, usually find it more attractive to guests and will be more likely to make an availability request. Other highlights of an ad are:

• The description of the property: Sell the property. Describe your property in a way that encourages guests to imagine the fantastic stay we have there. Add unique competitive advantages, important services, information about rooms and beds, a good description of the views and location; and if the property is suitable for certain groups of guests (eg. children), is also an important point in the description.

• The title of the property: Use words that describe your property and its main strengths clearly. You could include the type of property, location and main services (eg floor located in ...... ...... century with panoramic view).

• Location: Guests looking for properties that are close to certain tourist attractions. In the description of the property, specify the exact distance between the property and certain tourist attractions.

• The price: Most guests make the search with a budget in mind.

Be sure to set the price per night correctly.

Availability: Many guests plan their vacations based on the work and school schedules, which makes your dates are not flexible. Keep your calendar updated to attract guests seeking specific dates, even at the last minute.

The more quality photos you have, guests will be interested and are more likely to make reservations, ask your advisor that takes good pictures and review them later.

Here we make some recommendations to help you take appropriate pictures:

• Prepare the set: Help guests imagine how they would feel at home. Makes a scene with everything clean and tidy and add warm touches like a bowl of fruit or a vase of flowers.

• Give light: Open all blinds and curtains, turn on all the lights and take pictures with and without flash to see which look better.

• Photos needed: Includes photos from all major rooms. The living room, the master bedroom, the view from the property, outdoor kitchen, additional rooms or anything that makes your home unique and attractive.

Take sharp photos: Use a tripod to avoid blurry pictures.
• Be quick: Be the first to respond to queries availability and reservation requests.

• Be competitive: Put competitive prices or lower them to more bookings and reviews.

• Upgrade: Keep your ads to date, especially the calendar.

• Reviews: Get good reviews being a fabulous host.

• Optimize: Optimize the presence of your ad on search engines being as specific as possible in describing your property.

Links: Create links to the announcement of your property from other websites like your blog, Facebook, Twitter, Google+, etc.

Think about why guests prefer a rental property into a hotel. There is more space, more services and has more personality. They can also have the experience of living like the locals.

• Rest areas: Provides comfortable beds with washable pillows and mattress covers and bedding quality and additional sheets.

• Living room: Make sure your room has enough comfortable seating for all who sleep in the property.

• Bathrooms: Keep plenty of clean towels and good quality bathrooms.

• Decorations: Decorate and elegantly furnished property. Add a unique touch and / or local level to differentiate yourself from others.

• Kitchen: For the kitchen, practical / a. No limits to the number of dishes people staying (perhaps have guests). The more you offer, the more attractive your property.

• TV and Internet: Guests often expect to have high-speed Internet and a large TV with DVD player.

• Extras: Try to exceed the expectations of guests. And if you include some games, books, DVDs or music? Or perhaps it would be good to include a more personal touch, like a loaf of bread, coffee and milk in the fridge or a bottle of wine as a gesture of welcome.

Note: Before receiving the guests, remember to remove or lock up any irreplaceable or valuable thing.

If you can not deliver them in person when guests arrive, here are some other options:

• Personal touch: Ask someone else that deliver in your place.

• Safes: It is easy to put a safe with code and fix it to the door with the keys inside. So you can give them the combination guests.

• Keyless Lock: If you have a lock that works with code without a key, you can send the code via email to guests and change the code with each new guest.

Send mail keys: We do not recommend this method because the correspondence may be lost or late. However, many hosts still prefer this option. If you do, you use a secure and certified service delivery, and keep the original keys.
If you have questions or want more information by SMS about a particular property, you can write an email to This email address is being protected from spambots. You need JavaScript enabled to view it..



GENERAL

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If you have more questions or want more information about a particular property, you can send an email to This email address is being protected from spambots. You need JavaScript enabled to view it..