Frequently Asked Questions

Renter FAQ

Does own or rent properties directly?

Yes. is a combination of having own properties (MyCataleya Owners) and a service (MyCataleya Concierge) which allows vacation rental owners/managers to advertise their home vacation rentals in Florida and helps travelers find a suitable home vacation rental in Florida.

I have contacted the vacation rental owner/manager and have not heard back from them? consists of vacation home vacation rentals properties available directly from owners and property managers. You can use the form to request a reservation or ask questions to the vacation rental owner/manager. For the most timely and efficient exchange with the owner or manager, provide as much detailed information as you possibly can. Give the dates you are inquiring about and if your dates are flexible, note that too. List how many people, adults and children. If you have a pet that you wish to bring along, be sure to include that information. If you have any special needs or questions, do not hesitate to ask. Remember, most often you will be speaking to an owner or manager who knows the area very well and can be a useful resource in helping you choose the right place for your next vacation as well as activities and attractions once you get there.

I have contacted the vacation rental owner/manager and have not heard back from them?

Owners and managers are encouraged to reply to inquiries within 24-48 hours. If you do not hear back in this time frame, you may want to consider alternative properties.

How do I protect myself while renting "by-owner"?

MyCataleya lists numerous of home vacation rental properties in Florida. By far the vast majority of properties you will encounter on the Internet are indeed legitimate. Nevertheless, we do recommend that you reduce your risk by using judgment and caution. Remember that these suggestions apply when dealing with anyone you don't personally know, whether a business entity or an individual.

It is very unusual that an owner will reserve a property for you without a deposit and typically they will expect full payment BEFORE YOU ARRIVE. Remember that the owner is turning over to you property that is typically worth hundreds of times the weekly rental rate. Since they normally only have one, or maybe a few properties to rent, when they reserve it for your use, they will most likely have to turn away other renters wanting to rent during the same time period. The owner needs to ensure that you intend to occupy the property during the time interval you are reserving. This is the reason they ask for your deposit. We recommend that you verify a vacation home owner’s legitimacy PRIOR TO SUBMITTING YOUR DEPOSIT. Here are some suggestions:

1. Never pay by bank or wire transfer.

2. Talk to the owner on the telephone versus strictly email.

3. Ask the owner for referrals from previous renters.

4. If the property is a part of a homeowners association, contact the association to verify that the person you are corresponding with is indeed an owner.

5. Ask for the name of the company who does the maintenance or cleaning and contact them for verification. You might also wish to inquire regarding the condition of the property.

6. Ask for references from anyone else who services the property. For example, pool service, etc...

7. Remember the old saying, "if it seems too good to be true, then it probably is." If a listing has beautiful photos but the price is much lower than their competitors, you should wonder why. If a listing is much bigger than properties in the same area, you should wonder why. Make sure the amenities seem "normal" for the area where the property is located.

8. Prior to sending any money to an owner or providing a credit card number, ALWAYS request and receive a completed rental agreement or contract. Be sure it specifies the dates you will be staying in the property, the cost of the rental, any deposits, taxes, cleaning fees, and the cancellation and refund policies. Without a signed rental agreement DO NOT consider the rental to be yours. If you do and something unforeseen happens, you may have little recourse in getting your funds returned. If an owner prefers not to use a contract or written agreement, find one that will.

How do I handle payments?

Payments are made directly to the vacation rental owner/manager. Since each vacation rental is individually owned and operated, the payment methods and schedules will vary. Typically the owner/manager will require a reservation deposit, then the balance to be paid in one or two payments. Most owners/managers require full rent plus a deposit paid prior to the rental period. Never wire money via Western Union, MoneyGram or instant wire transfer services when booking vacation rentals.

What type of pre-arrival instructions should I expect?

In addition to directions to the property, you should be provided with either a key or the name of the person who will greet you at the rental, as well as the name and telephone number of someone at the location who you can contact if anything goes wrong.

What if something goes wrong while I am there?

Many owners/managers are very conscientious about their maintenance and do a lot of preventative measure to ensure that things will not go wrong. But in the unlikely event that something does break while you're there, simply call the owner/manager. The owner/manager should be able to get the problem resolved quickly and professionally.

Can I get a refund?

If you have to cancel your trip (especially at the last minute), you may forfeit a portion or all of your rental fees. There are ways to protect yourself. First, make sure you know what the cancellation policies are for the property you are renting.

Second, consider purchasing Trip Cancellation Insurance for added protection. If your trip has to be cancelled for covered reasons such as illness, accident, death of a family member or traveling companion, jury duty, weather conditions which cause delay/cancellation of travel, or fire or flood in your home, this coverage protects your investment and will reimburse the normally non-refundable payments you make for your vacation rental, airline tickets and other covered travel related fees.

Listing Your Rental

Why should I list my home vacation rentals on

Listing on makes it easy to earn rental income and puts you, the property owner, back in control. With every major listing site now converted to a bookings model, we know there are owners who still prefer the old way - subscription listings, no holding onto your money, no blocking traveler contact information, no forced cancellation policies, and no booking or services fees. Our team has been in the vacation rental industry for over 50 years, and we know how to put heads in your beds. We also offer a 30-day free trial.

What does do for advertising? How will you get me more bookings?

While we may not have the marketing budget of some sites, we get thousands of visitors per day interested in MyCataleya rentals through various channels (paid search, SEO, email marketing, social media, and links from other sites). Some people even bump into us just because of our domain name. The real benefit is that these travelers interested in your city will actually see your property instead of wading through thousands of other listings.

What is the cost to list a vacation rental?

A basic listing costs only $199 per year - there are no commissions or other hidden fees. Please find our additional listing plans on our pricing page.

How many photos am I allowed to upload to my listing?

We allow an unlimited number of photos to be uploaded to each listing.

Can I have a link to my personal website?


Are you able to import an external calendar so I'm not updating multiple websites?

Yes, we can sync your availability with any calendar using the iCal format (which is most of them).

How does the “Refer-a-Friend” program work?

For each owner you refer to us, we will gratefully add two months to your subscription. It’s that simple. Be sure to tell friends to mention your name during the sign up process.

What are the listing guidelines?

General content guidelines

Use the fields in the listing editor for their intended purpose. The following types of information are not permitted in text areas of your listing (unless otherwise indicated by field names):

- Company names
- URLs such as
- Phone numbers
- Email addresses
- Property addresses

Multiple units

- Each listing may advertise no more than one rental unit.
- The property description is used for the advertised unit only. Do not use the property description fields to describe additional units.

General guidelines

- A listing must accurately portray the rental.
- The advertising region selected for a listing must be as exact as possible.
- Listings may not contain information copied from another listing.

Description tab

- Title: minimum of 20 characters
- Description: minimum of 400 characters

We will place a listing on hold if it does not contain the minimum content.

What are the photo guidelines?

High-quality photos are critical to the success of your listing. Photos may be rejected or edited if they violate our guidelines.

Photos should be:

- Minimum resolution of 1024 x 683 pixels
- Maximum file size of 20 MB
- JPEG files only
- Sharp, well lit, high-resolution photos
- Horizontal (landscape) display

Photos should not be:

- low-resolution, blurry, or too dark
- black and white
- inappropriate
- watermarked
- copied from another listing
- oriented incorrectly
- unrelated to your property or area
- blank or duplicated

Make sure your photos don't contain:

- a logo or border
- text of any kind, such as a URL or contact information
- something other than a picture, such as a document, certificate, illustration, or poster
- copyrighted material
- a collage of multiple photos or multiple listings

How will an interested renter contact me?

Renters will contact you directly by email or telephone from your listing. All rental advertisements provide a contact form; however, your email address will be hidden from visitors.

I received a suspicious email, what do I do?

Usually emails with poor grammar, spelling, odd use of capital letters and/or asking you to wire money or participate in an unusual bank transaction are a scam. The sender is usually attempting to obtain money, personal information or your email address. We recommend that you let us know you received this through our service and delete the message without responding.

How do I make a subscription payment?

To make a payment an owner must log into their account and click Renew, which is located to the right of the listings on the main login screen

Can I get a refund on my subscription?

Generally, no refunds are available. All subscription listings are sold to run the full 12 month term.

If you sell your property or you no longer wish for the listing to remain online, please contact us and we can remove the listing; however, no refund will be owed.

How do I pay taxes on my vacation rental?

The income taxes for vacation rental properties can be a complex issue, especially if you own multiple properties. Whether you plan to file your income taxes yourself, or hire a professional, make sure you keep extremely detailed and organized records of your income and expenses. If you choose to hire a tax professional, you should make sure that you hire someone that deals specifically with rental properties and is familiar with the rules and regulations associated with operating such a business. It is also possible for you to file your vacation rental taxes yourself, especially if you only have one property, but make sure you keep detailed and organized records of your income and expenses.

Do you process payments for reservations?

No. We do not process payments for reservations or charge any commission or fees per booking. We feel it is best to leave it up to the individual homeowner to determine the best way to accept payments.

Options for accepting payments for reservations include checks, of course. For accepting payments online, some options include using any of the following:

PayPal - PayPal was established in 1998 and is one of the world’s largest Internet payment companies. It is very widely used, so the odds are better that your guests might already have an account and experience with using it. It’s also very secure and allows credit cards as well as debit cards, which can be more attractive to guests. There are no fees charged to you (technically, the “vendor”) as long as the guest agrees to process the transaction using the “Friends and Family” option. This option, however, does not provide the guest with PayPal Purchase Protection should they wish to cancel the payment, which is one reason why guests choose to use a credit card in the first place. For you, on the other hand, using the “Friends and Family” option protects you as they cannot take up a dispute with PayPal or request a charge back.

Zelle - This service is tied to some leading banks including Bank of America, Capital One, and Wells Fargo. All users need is either their bank’s mobile app, online banking, or the Zelle app in order to send and receive money. Zelle can also take payments via email and phone, thereby avoiding having to share bank account info. For anyone reluctant to offer their banking info to a third-party app, Zelle is a good, safe alternative – and there are no fees.

Google Wallet - As the biggest online tech player in the world, Google naturally has its own payment solution, and it’s a simple and free way to accept payments.

Venmo - Owned by PayPal, Venmo provides a mobile app for you to request and pay money. It’s very quick, easy, and safe to use from your smart phone. Friends and recipients of transactions can be found via phone number, Venmo username, or email. It is limited to the US only and does not have either buyer or seller protection.

Facebook Payments - Enables you to send or receive money in Messages after you add a US bank debit card or a PayPal account. Naturally, you would have to connect with your tenant as friends on Facebook first.

Of course, you are free to use whatever payment processing option you wish. We do not restrict your ability to choose whatever works best for you - this is one of the homeowner benefits of using

How does the calendar work?

Keeping your calendar accurate and up-to-date is one of the most important things you can do to ensure the best booking experience for your property. We recommend that you routinely check your calendar to verify that it is still up-to-date.

Here are some of the calendar features available for you within your account:

- Manually add or edit a reservation.
- Block your calendar to schedule your own vacation or any planned maintenance to your property.
- Import/Export calendar data.

How do I block my calendar for days my listing is not available to rent?

Blocking your calendar is the ideal way to ensure travelers are not inquiring about days your property is not available to be rented. For example, renovation or repair work of the property, personal use of your vacation rental, or natural disasters. You can add an internal note when blocking dates off. These notes do not show up externally to travelers.

To block dates:
- Log in to your account.
- Click Update Calendar next to the property you want to edit.
- Click the Add icon (+) at the top of the page.
- In the Add Reservation panel, enter the dates your rental is not available in the check-in and check-out fields.
- Click Blocked.
- Click Save.

To edit a block:
- Log in to your account.
- Click Update Calendar next to the property you want to edit.
- Click on the block that you want to edit.
- Enter the dates your rental is not available in the check-in and check-out fields.
- Click Save.

To delete a block:
- Log in to your account.
- Click Update Calendar next to the property you want to edit.
- Click on the block that you want to edit.
- Click Delete block.

How do I sync MyCataleya Rentals calendar with another calendar?

On MyCataleya, you can import up to 5 calendars from other websites that support the iCal format like Google. iCalendar is a file format that allows users to create and share electronic calendars. The iCalendar format is supported by many companies and programs.

Importing enables you to have a single-calendar view of all your reservations and booked dates.

To Import an external calendar:

- Log in to your account.
- Click Update Calendar next to the property you want to edit.
- Click the Import/Export arrows icon.
- Click Import Calendar.
- Give the calendar a name.
- Select a color to represent the calendar.
- Enter the calendar URL.
- Click Import Calendar.

Currently, you can only import five additional calendars.

Please note, an imported calendar may not block dates on the public (listing page) calendar. Many common programs, such as Google Calendar, iCal, or Outlook, are designed to allow users to enter a variety of events, personal and otherwise, that are not necessarily meant to block availability in order for a guest to book. The data is fed in such a way that there is no way of distinguishing the difference between a personal appointment and a reservation. You will still be able to see the imported calendar in your account, but you may then need to manually create reservations or block dates on your MyCataleya Rentals calendar to make sure the calendars match up.

To Export your MyCataleya Rentals calendar:

- Log in to your account.
- Click Update Calendar next to the property you want to edit.
- Click the Import/Export arrows icon.
- Click Export Calendar.
- Copy the URL and follow the instructions on your external calendar in order to import.

To remove an external calendar:

- Log in to your account.
- Click Update Calendar next to the property you want to edit.
- Click the Import/Export arrows icon.
- Click the name of the calendar.
- Click Remove.

From this screen, you can also change the name or color of the calendar.

How do I add a reservation to my calendar?

- Log in to your account.
- Click Update Calendar next to the property you want to edit.
- Click the Add icon (+) at the top of the page.
- Complete all reservation details in the Add Reservation panel.
- Click Save.

What is two-factor authentication?

Two-factor authentication is a security feature that helps protect the important information in your account from unauthorized users. Your account contains sensitive information about you, your property and your guests. This second layer of security is added to protect against fraud and phishing so that only you have access to your account. Two-factor authentication leverages something you know – your password - and something you have - your phone – to enable access to your account from a new or unrecognized device. Two-factor authentication will prompt you to select a verified phone number on your account to receive either a text message or automated phone call when logging into your account. You will be prompted when attempting to log in from a new or unrecognized device or network.

How does two-factor authentication work?

Does the phone number I add for verification need to be a cell phone?
No. You can choose a number and receive the automated phone call instead of an SMS text message.

If I enter the code wrong, will I get locked out of my account?
Yes. For your protection, if a code is entered incorrectly 5 times, your account will be locked. It can only be unlocked by contacting customer support.

Can I verify using a code that was sent to me on a different device?
Every time you experience the two-factor authentication feature, you will need to enter a new, unique verification code that will be sent to the phone number you select.

The verification code is not coming through, how long does it take?
The verification code should only take a few seconds to get through to you, but please allow up to a minute. If you have issues retrieving the code, you can try again but since verification codes are only valid for 30 minutes, you will need to request a new code if you haven't authenticated within that time period. If you are still having trouble, you can contact customer service.

Why am I getting challenged multiple times on the same machine?
Two-factor authentication looks at a variety of different factors to determine when to challenge a log in. One of the most common reasons for multiple challenges is because two-factor authentication looks at your device and the browser you are using to log in. So if you change between browsers, you may have to authenticate more than once. If you regularly use multiple browsers, we recommend you take a minute and authenticate them all to minimize your challenges in the future.

How does two-factor authentication use third-party cookies?

MyCataleya rentals is working with a third party leader in online security to provide its two-factor authentication solution. If you don't have third-party cookies enabled, you may be requested to enter a verification code at each visit.

Some browsers have third-party cookies disabled by default. It means that to reduce the number of time you need to enter a new two-factor authentication verification code, you may need to edit your browser’s settings.

This article provides instruction on how to enable third-party cookies on the main browsers and devices.

iPhone and iPad default cookies settings are set to Allow from Websites I Visit, which prevents third-party cookies from being saved on your system. To enable third-party cookies:

On your iPhone or iPad, go to Settings.
Select Safari.
Under Privacy & Security, select Block Cookies.
You will be redirected to a list of options. Select Always Allow.
You may need to restart Safari for the new settings to take effect.

Safari on Mac
Safari default cookies setting does not allow third-party cookies to be saved on your system. To enable third-party cookies:

- From the Safari menu, click Preferences.
- Select the Privacy tab from the top of the dialog box
- Change the settings for Block cookies and other website data: to Never and save the changes
- You may need to restart Safari for the new settings to take effect

Google Chrome
Google Chrome allows 3rd party cookies by default. If you changed the default settings, you will need to revert to enabling all cookies by following the below steps:

- Click the Chrome menu icon in the upper-right corner of the browser
- Click Settings.
- At the bottom, click Advanced.
- Under "Privacy and security," click Site settings and then click Cookies.
- Turn Allow sites to save and read cookie data on.

Firefox (Mozilla)
By default, Firefox privacy settings are set to Remember history, which allows 3rd party cookies. If you changed the default settings to either Never remember history or Use custom settings for history, you will need to revert to enabling all cookies by following the below steps:

- Click Tools.
- Click Options.
- Click on the Privacy icon.
- In the History section, select either Remember history or Use custom settings for history.
- If selecting Use custom settings for history, check Accept cookies from sites and select Always in the drop-down menu.
- Click OK – you may need to restart Firefox for the changes to take effect.

Internet Explorer
Internet Explorer allows 3rd party cookies by default. If you changed the default settings, you will need to revert to enabling all cookies by following the below steps:

- Click the Explorer settings icon in the upper-right corner of the browser User-added image.
- Click Internet Options.
- Click on the Privacy tab.
- Slide the bar down to Medium in the Settings section
- Click OK – you may need to restart Explorer for the changes to take effect.
still having trouble?

Contact Our Support

If you are locked out of your account or still experiencing difficulty with two factor authentication, you can reach our customer support team by clicking the button below:
Contact Us
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