How do I know I've received a rental request?
When a borrower sends you a rental request, you get a push notification or, if that can't be delivered, an SMS. You get a few reminders over the next hours if you haven't responded. You can see all your requests under Bookings, then Lending, then Requests, in the app or on the website.
What does a rental request include?
Each rental request shows the information you need to decide whether to accept it:
Rental period: the dates the borrower wants to rent.
Booking number: the reference to use if you contact Hygglo Support.
Total price: the rental price including the service fee. If you've agreed a different price with the borrower, see How do I change the price of a rental request?.
Pickup Location: the pick-up location the borrower requested. If you can't hand out the item there, agree another address with the borrower in the chat before you accept.
Listing: a link to your listing.
Status and progress bar: each step of the rental, from request to return.
Chat: messages between you and the borrower.
How do I accept a rental request?
To accept a rental request:
Go to Bookings, then Lending, and open the request under Requests.
Select Accept.
For some vehicle listings, such as trailers, you're asked to add vehicle information first if this has not already been added. Fill it in and select Save and accept the request.
The borrower is notified and can then pay. The dates aren't reserved for the borrower until they've paid, so other borrowers can still book the same dates. If the booking needs verification, it is confirmed once verification is approved.
How do I decline a rental request?
You can decline a rental request until you have accepted it.
Go to Bookings, then Lending, and open the request under Requests.
Select Deny.
The request is declined straight away, with no confirmation step. This can't be undone. The borrower hasn't been charged. A short message in the chat explaining why helps the borrower find another item.
Can I cancel a request I've already accepted?
If you've accepted a request but the borrower hasn't paid yet, you can still cancel it.
Go to Bookings, then Lending, and open the request under Requests.
Select Cancel request.
In the window "Are you sure you want to cancel the rental request?", select Cancel request.
The request is cancelled and nothing has been charged. Once the borrower has paid, see How do I cancel a rental or give a refund?.
What happens if I don't respond to a rental request?
If a request is still unpaid when the rental's start date passes, it is cancelled automatically, whether or not you accepted it.
How does my response rate work?
Your response rate is shown as a percentage on your profile. It's based on whether you respond to each request. Accepting the request, denying it or writing to the borrower in the chat all count as a response. A request counts as unanswered if you don't do any of these, or if you respond more than one day after the rental's start date.
If your response rate is low, you get a warning email.
When can I see the borrower's contact details?
Before the borrower has paid, you see their first name and the first letter of their last name. Their full name and phone number appear once the booking is confirmed and paid. If the booking needs verification, that's when verification is approved. Until then, keep all communication in the Hygglo chat. Contact details shared in the chat are hidden. To find out why, see Why is my chat message hidden?.