Verifying your property’s location

Updated 3 weeks ago | 3 min read time

After listing your property on our platform, we might ask you to confirm your property’s location to make sure guests can easily find it on arrival. 

You should complete the location verification process only if the property’s location confirmation banner appears on your extranet homepage.

What’s in this article

Understanding the location verification 

It’s essential to show guests your property’s correct location in order to manage their expectations and provide them with a positive experience.

We use different methods to confirm your property’s location. While we understand that you may prefer one method over another, you can’t choose which one we assign to you. We make this decision based on variables such as your property type and property location. 

If your property’s location remains unverified, we’ll have to temporarily close your property and you won’t be able to receive new bookings. We’ll also block any pending payouts if you use Payments by

To verify your property’s location correctly, please make sure that:
  • The address you provide and your property’s location on the map are correct. If you want to know how to update your property’s address or location on the map, read this article. Keep in mind that this address should match the address of the property you’re listing on our platform. 
  • You‘ve uploaded at least five photos in the extranet. You can find more information on how to upload photos in this article.
  • You delegate property access to an employee or someone you trust if you can’t be present at the property’s location. This is so they can receive the letter or film a video on your behalf.

Confirming your property’s location with a video upload

If the property’s location confirmation banner on your extranet homepage mentions Video upload as a possible verification method, you can confirm your property’s location by uploading a video.

Guidelines for successful video uploads

To help us confirm your property’s location, there are a few things you need to include in your video. The video must be less than three weeks old and show the following:

  • When recording the video, avoid any colour filter, photo compilations, distortion or speed effect, such as fast forward, slow motion or time-lapse.
  • Start the video showing the street sign of the street your property is located on and any nearby landmarks.
  • Without interrupting the video, walk from the exterior to the interior of your property.
  • Continue showing the interior of your property, including rooms or units, kitchen and bathrooms.
  • Upload the original video within three weeks.

Steps to upload your video

Here’s how to upload your video via desktop:

  1. Film a video of your property that meets the guidelines mentioned above.
  2. Log in to the extranet.
  3. On the property’s location confirmation banner, click on Confirm location.
  4. Choose Upload video.
  5. Click on Choose file to upload, browse your device for the correct file, select it and wait for uploading. 
  6. If you have filmed multiple sequential videos, click Add more files to upload them.
  7. Click on Submit 1 video or Submit 2 videos if you have multiple uploads.
  8. If the submission is successful, you will see the message ‘Verification is completed’.

Here’s how to upload your video from your mobile phone:

  1. Log in to the extranet.
  2. On the property’s location confirmation banner, click on Confirm location. 
  3. Choose Upload from mobile device.
  4. Enter the phone number that’s connected to your account.
  5. Click on Send SMS.

We’ll send you an SMS containing a link to our partner verification portal, where you can upload your video.

If your video is uploaded successfully, a green banner stating Video successfully uploaded will appear. 

If your video fails to upload, you’ll see a red banner with the message Some videos are not uploaded. You’ll also receive more information on how to resolve the problem.

Once you’ve uploaded your video, our support team will review it within two weeks and confirm your property’s location. The banner will then disappear from the extranet.

Confirming your property’s location with a letter

If we decide to have your property’s location confirmed by post, we’ll send a letter with a unique verification code to the property address you provided during registration on our platform. 

Please make sure you can receive and access mail at this property location. Depending on your location, it can take up to 35 days for your letter to arrive. Once you receive the letter, follow these steps below if the property’s location confirmation banner is still visible in the extranet:

  1. Log in to the extranet.
  2. On the banner, click on Confirm location.
  3. On the Partner Verification Portal, enter your unique code and click on Submit.

If the banner isn’t visible, you can disregard the letter.

If you haven’t received your letter after 35 days, you can request another letter following the same steps above and choosing Resend your letter underneath the code field on your screen.

If you don’t see that option, please send us a message via your extranet inbox.

If you want to register multiple properties, you’ll need to verify the location of each property separately. You can find more information on how to register multiple properties here.

Confirming your property’s location with a video call

In some rare cases, we can opt to verify your property’s location by giving you a video call. In this case, it can take up to three months for us to call you from the day we first got in touch. 

To make sure we can reach you, please check that your contact information is up to date and add a second phone number if possible. Read this article to learn how to do that.

Receiving location verification from us

Once you’ve completed the location verification requirements and we’ve confirmed your property’s location, you will receive a notification in the extranet and you will be able to open your property to receive new bookings. 

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