How do I communicate with the renter?

By allowing you to view & send messages on our secure platform, Sailo makes communication with the renter simple. When logged in, you will see a new notification in the top right corner. Simply click the notification or go straight to your inbox to view the message. From there, you can reply to the message and make all arrangements with both the renter, as well as the captain. You can also choose to receive email and/or SMS notifications whenever someone reaches out to you.

How do I cancel a booking as an owner?

As an owner, you may cancel a booking at any time for justified reasons including, but not limited to, poor weather or if you feel uncomfortable with renter’s profile and/or boating qualifications.

You can cancel a booking by going to My Trips, selecting the booking you are trying to cancel and clicking on Cancel. Since owner cancellations require additional customer support, as well as funds for securing last-minute accommodations, for frequent cancellations your listing may be lowered in our search results and/or your account may be temporarily suspended with the listing being removed from the site.

Please refer to the Sailo Cancellation Policy for more information.

How do I report boat damage?

For any eventual boat damage to be reported and a request for claims to be filed. If damage is recognized at the time of the boat’s return, it must be documented in the Check-In/Out document submitted by a captain or a renter captaining the boat. Documenting the boat before and after the damage in the form of pictures and completion of the Check-In/Check-Out Survey is crucial to the processing of your claim.

What happens if a renter wants to cancel a request or a booking?

As long as the booking request hasn't been accepted by the Boat Owner, the Renter can cancel the request without any charge for the booking or Sailo service fees. 

If Renter cancels after the request has been accepted, the booking will be subject to the terms of the cancellation policy in place for each boat. The Renter should check the cancellation policy with the Boat Owner, as some of the professional operators have specific cancellation policies which supersede that of Sailo. Whenever a Boat Owner doesn't have a specific cancellation policy, Sailo's Cancellation policy as described below will apply. 

If the Renter cancels the booking 5 days or more prior to the rental local start time and if the Boat Owner agrees with the cancellation, the Renter will receive a full refund of the rental price paid, less the applicable Sailo Service Fee.

If either the Boat Owner or the Captain cancels the booking 5 days or more prior to the rental local start time, the Renter will get a full refund including the Service Fee.

If the Renter cancels the booking less than 5 days prior to the rental local start time, the Renter will not receive a refund, except for the security deposit.

Please refer to the Sailo Cancellation Policy for more information. 

How do I activate my SMS (text) notifications?

Activate SMS notifications from Sailo in two simple steps:

1. Add and/or verify your phone number: go to My Profile -> General -> introduce and/or check if your phone number is correct -> click Save - > click Send Verification Code. Enter the code you receive via SMS and click Save.

2. Enable SMS notifications:  go to My Profile -> Settings  -> Notifications - > check the box for SMS notifications - > Save.

Once you activate SMS notifications, you will be able to:

-> Send/receive messages by text;

-> Accept/reject bookings directly via text by typing ACCEPT or REJECT;

-> Type HELP to see all the commands you can use.

For any questions, please reach out to support@sailo.com or by phone at (646) 780-9275 .

How do I select who rents my boat?

In order to be eligible to rent a boat on Sailo, a potential renter must meet all renter qualifications indicated in the Renter Eligibility policies and procedures.

How do I approve renters' requests for a boat?

Approving renter’s request for a boat is quick and easy! You can manage your Sailo experience from your Dashboard; view all upcoming reservations, check messages and update your information. In this section of the site you can see requests for bookings along with messages from both renters and captains. After a booking request has been made, you will have 24 hours to approve it.

What is my response rate?

A Response Rate is a percentage that indicates how responsive a boat owner or a captain is to inquiries and booking requests. A higher percentage indicates a more responsive boat owner or a captain.

What happens when a booking request expires?

We advise that you respond to any messages and request for booking right away to facilitate a smooth and quick process. If you don't respond to the booking request within 24 hours, the request for booking will expire. Allowing your booking requests to expire will over time make your listing appear lower in search results, so make sure to follow-up on all requests promptly. Also, the faster you respond, the better your overall response rate will be on your profile.

How do I approve or decline booking requests?

When you receive a booking request, a new notification will pop up in the top right corner of your home page. Simply click the notification or go Dashboard or Inbox to view the message and/or request for booking. Once you receive a booking request, you will be able to Accept it (if you are comfortable with the renter and all the information on his/her profile) or Decline it (if you are not comfortable with the renter trying to book your boat or if your boat is unavailable during the requested dates).

How do I know if the rental is confirmed?

Once a booking has been accepted, you will receive an email notification confirming the approved booking. You will be able to see the booking in My Trips section with all relevant trip details including renter, boat and captain information, booking request date, departure/return location, price breakdown and pickup instructions from the boat owner (if any).

Can I create a special offer for a potential renter?

Creating a special offer for a potential renter is simple and private. To create a special offer, visit your mailbox, select the message thread you have with the potential renter, and click on “Create special offer”. Within a few seconds you have privately made a special offer that can be accepted and confirmed immediately.

STEP 1 - GO TO YOUR MAILBOX

Once you are logged in, click on your username at the top, right-hand corner of any sailo.com page. Then click on “Mailbox” to access all of your conversations and private messages with renters.

STEP 2 - SELECT THE PERSON YOU WANT TO MAKE AN OFFER TO

View the various messages in your mailbox, and select the person to whom you’d like to make the offer.

STEP 3 - CREATE THE OFFER

Click on “Create Special Offer” to start the process.

Simply follow the instructions and fill in the information about the booking, such as date and departure and return times, duration of the trip, number of guests, and of course the special price you would like to offer. To confirm and send the offer to the renter, click on “Make Offer”.

The renter will then receive the special offer, which he or she can accept or decline. The offer will then be valid for 5 days before expiring. You can cancel the offer any time prior to the renter’s acceptance, simply by clicking on “Cancel Offer”.

Once your offer is accepted, the renter’s credit card is automatically charged and the booking is confirmed!