Neat is a French insurance partner that can help you offer a cancellation insurance to your guests.
In our App Store you can read more about what Neat can offer you.
How to install the app?
Once logged into your Booking Experts PMS, go to the App Store in the light green menu bar. To do this, click on the market stall icon. Type 'Neat' in the search bar and click on the appropriate result. You are now on the app's detail page. Click the green ‘+Install’ button to install the app.
In the next screen, you can see exactly what information is read and sent by Neat. At the bottom of this page, you will link your administrations. Check the ‘Access’ box for each administration for which you want to apply Neat. Then click 'Install' to authorise the app and complete the installation.
You can now sign up with Neat or log in to Neat to complete the connection. Neat will send you a code to verify the connection. If an API key is displayed, copy it. You might need it later.
Complete the settings
Log in to Neat to create a Neat store for each administration you want to link. Once a Neat store is created, link it to the correct administration. If needed, enter the API key you copied earlier.
Create a Neat cancellation insurance bundle
To offer this insurance to your guests, it is advised to create a cancellation insurance bundle. This is done in much the same way as described here: Cancellation insurance for guests
Creating the cost item
Neat advises to use a single cost item instead of two, as the pricing is determined in your contract with Neat. Suggested name: Neat Cancellation Insurance. Be sure to set the type of cost to 'cancellation insurance', as this is important for the integration to work. The type of price calculation should be determined according to what works with the pricing agreements you made with Neat.
Other cost item settings:
Selectability: Back office - Only selectable in the back office
Policy for cancellation invoices: Copy as-is
Technically, if you use a single cost item, you could avoid putting it into a bundle at all and just offer it as an optional extra, by itself. However, this changes the way it is displayed to your guests in your booking portal. A bundle is always displayed with more prominence than the separate extras.
Creating the bundle
Add the previously created cost item to the new bundle. Neat suggests to use the following texts:
Name: Neat Cancellation Insurance
Short description: Protect your stay: up to 100% refund paid within 48h
Full description:
- Up to 100% refunded (70% with no proof required)
- Payout guaranteed within 48h; otherwise, a €30 voucher
- Trip interruption and/or late arrival covered
- Rental property damage covered up to €800
- Replacement rental car and veterinary fees included
- Multilingual support by email, phone, and Whatsapp
Please be sure to set the other important bundle settings the same as described in this article: Cancellation insurance for guests
How the integration works
Neat automatically creates a subscription for a reservation when these two requirements are met:
1. The bundle, containing the cost item of the type 'cancellation insurance', has been added to the reservation order
2. The reservation has been fully paid for.
Note: one of the requirements for Neat is the presence of a cost item with type 'cancellation insurance' in the order. It does not check whether this cost item refers to Neat. This means that the Neat integration does not work if you also offer other types of cancellation insurance.
Removing cancellation insurance from the order
When a Neat bundle is removed from the order at a later time, the corresponding subscription is cancelled and refunded in the Neat app.
Cancelling a reservation and claiming the insurance
If you cancel a reservation that includes the cancellation insurance, Neat receives a notification of this, and the subscription becomes a claim. Once a claim is active, the subscription information can no longer be modified.
If you reverse the cancellation of a reservation, this does not re-instate the insurance cover. No new subscription can be created for this reservation.
As soon as a reservation covered by the insurance is canceled, an email is immediately sent to the guest with instructions on how to receive a refund within 48 hours.
If you encounter a problem or the guest hasn’t received the email, you can contact our customer service at: serviceclient@neat.eu
How guests can file a claim
Your guests can use the information in the email that is sent to them to file their claim. They can log into their personal account at any time to view their insurance, payment, and directly file a claim, in this portal: https://assures.neat.eu
They need to use the email address associated with their booking to log in.