Your Vanio Subscription & Billing

Vanio bills you as your portfolio grows. You pay a small base for each listing you manage, plus usage for the things that scale — AI messages, SMS, voice minutes, and lock codes. No seat fees, no per-user lockouts, no contracts.

Plans at a glance

Vanio has three plans, all billed monthly.

• Owner — for hosts with 1-5 listings. Core inbox, calendar, direct bookings, Airbnb and Booking.com sync, basic AI messaging.
• Pro — for managers with 6-50 listings. Everything in Owner plus unlimited AI skills, workflows, voice agent, staff management, task marketplace, and operations dashboard.
• Scale — for managers with 50+ listings. Everything in Pro plus priority support, custom onboarding, SLA, dedicated account manager, and volume pricing on usage.

Every plan includes unlimited team members. You never pay per seat.

How billing works

Your monthly bill is the sum of two things.

1. Per-listing fee. A small flat fee for each active listing connected to Vanio. Inactive or archived listings are not billed.
2. Usage. Metered items like AI-generated guest messages, outbound SMS, voice minutes, and smart-lock codes. You only pay for what you actually use, and the live meter is visible on your billing page so there are no surprises.

Billing runs on the same day each month. You'll see one invoice that covers the listing fees plus the prior month's usage.

Real-time usage tracking: Voice calls, text messages, and phone number charges are now deducted from your account credit balance in real-time as they happen. This ensures accurate billing and gives you instant visibility into your usage costs.

Understanding your usage reports

Vanio uses different AI services to power your automated guest communication, depending on your plan and account settings. Your billing records and activity logs show exactly which AI service processed each request, ensuring complete transparency in your usage reports.

What you'll see in your reports:

• Each AI-powered task is logged with the specific service that handled it
• Usage summaries break down activity by service type for accurate cost tracking
• Your usage history reflects the actual AI processing that occurred for each guest interaction
• Voice calls, SMS, and phone number charges appear immediately in your usage tracking

This detailed logging helps you understand exactly what you're paying for and how your AI usage breaks down across different types of guest interactions.

Access and user permissions

Your access to Vanio depends on your subscription status and user role:

• Staff and admin users — Always have full access to the dashboard, even during billing updates or subscription changes. You'll never be locked out while subscription information loads.
• Per-product subscriptions — If you're using a specialized Vanio product (like Atlas or Fantasticstay), your access is managed through product-specific entitlements rather than the main subscription system.
• Legacy global subscriptions — Traditional Vanio AI subscriptions work as described in the plans above.

If you're a staff member or admin and see any billing-related access issues, contact support — you should never be redirected away from the dashboard due to subscription status.

Finding your current plan and invoices

1. Click your avatar in the top right, then Settings.
2. Select Billing in the left sidebar.
3. The top of the page shows your current plan, next invoice date, and this month's estimated total.
4. Your billing page displays only the products and services relevant to your account — internal technical products are automatically hidden to keep things clean.
5. Scroll down to Invoices to download any past invoice as a PDF.
6. Click Usage to see a real-time breakdown of AI messages, SMS, voice minutes, and codes used this cycle.

Product subscriptions

Your billing page shows the Vanio products you're actively using. Each product card displays your current subscription status, tier, and billing cycle.

• Vanio AI — Your core vacation rental management platform
• Atlas — Advanced analytics and revenue optimization (if subscribed)
• Fantasticstay — Guest experience and upsell automation (if subscribed)

Products are only shown if they're relevant to your account. If you're interested in adding a new product, you'll see "Add" cards for available options at the bottom of your billing page.

[Screenshot: Product subscription cards showing status, tier, and billing information]

Credit balances and auto-recharge

Vanio uses a credit system to track your account balance and protect you from unexpected charges. You can set up automatic recharging to keep your account funded without manual intervention.

Auto-recharge settings

Setting up auto-recharge:

1. Go to Settings → Billing
2. Scroll down to the Auto-recharge section
3. Your current recharge amount and threshold are displayed prominently at the top
4. Choose from preset amounts or enter a custom value using the chip-based interface:
   • Recharge amount: Select from $50, $100, $200, $500, $1k, $2k, $5k, $10k or enter a custom amount
   • When below: Set your threshold from $10, $20, $50, $100, $200, $500, $1k, $2k, $5k or enter a custom amount
5. The Save button only appears when you make changes to your current settings
6. Custom amounts must be at least $10

[Screenshot: New chip-based auto-recharge interface showing current settings and selection options]

How auto-recharge works:

• When your balance drops below your chosen threshold, Vanio automatically charges your default payment method for the recharge amount
• Your current settings are always visible at the top of the auto-recharge section
• You'll get an email confirmation each time auto-recharge triggers
• Auto-recharge helps prevent service interruptions from low account balances

Credit balance protection

• Real-time accuracy — Your credit balance updates instantly when charges are applied or refunded, so it always reflects your account's true state.
• Automatic refunds — If you cancel a booking, any reservation fees are automatically refunded to your credit balance. You only pay when value was actually generated.
• Billing protection — If your payment method fails or your balance goes negative, Vanio automatically pauses usage charges to prevent runaway billing.
• Grace period — When billing is paused, you keep access to view your data while you update payment details or add credits.

Your current credit balance is shown on the billing page. If you see a "Billing Paused" notice, update your payment method or contact support to restore service.

Understanding billing status alerts

Vanio shows different alerts on your billing page and throughout the dashboard depending on your account status:

Payment retry in progress (amber alert)

When auto-recharge fails, you'll see an amber banner that says "Payment retry in progress" across the top of every dashboard page. This means:

• Vanio is automatically retrying your payment over several days
• Your services continue running normally during retries
• You should update your payment method to avoid potential interruption
• The alert shows the specific decline reason when available

Services paused (red alert)

If payment retries are exhausted, you'll see a red banner that says "Your Vanio AI services are paused." This means:

• Auto-recharge failed after multiple attempts
• AI messaging, voice agent, and integrations are temporarily paused
• You retain full access to view your data and update billing
• Update your payment method to immediately resume all services

What happens automatically:

• Vanio tries your payment method up to 3 times over several days before pausing
• You get email notifications at each step
• The specific decline reason is shown when your bank provides it
• Services resume within minutes of updating your payment method

[Screenshot: Amber payment retry banner showing decline reason and update button] [Screenshot: Red services paused banner with payment update action]

Upgrading or downgrading

1. Go to Settings → Billing.
2. Click Change plan.
3. Pick the plan you want and click Confirm.

Upgrades take effect immediately — your new plan activates right away with full access to all features. You're only charged a prorated amount for the rest of the month. Your billing status and plan tier sync instantly when you complete the upgrade process.

Downgrades take effect at the end of your current billing cycle so you don't lose paid time.

Payment methods

Vanio uses Stripe to process payments. You can pay with any major credit or debit card, and in some regions with bank debit (ACH in the US, SEPA in Europe).

To add or update your card:

1. Go to Settings → Billing.
2. Click Payment methods.
3. Click Add card, enter your details, and set it as default.

You can store multiple cards and switch which one is default at any time.

Billing portal

For anything beyond the basics — updating your business address, VAT number, or tax details — click Open billing portal on the billing page. This opens a secure Stripe-hosted portal where you can edit tax info, update cards, and download every invoice ever issued to your account.

What happens if a payment fails

When your payment method is declined, Vanio now uses smart retry logic to give you time to fix the issue:

Automatic retry process

1. Immediate notification — You get an email right away with the decline reason and a link to update your payment method
2. Amber alert appears — A banner shows across all dashboard pages saying "Payment retry in progress" with the specific decline reason
3. Smart retries — Vanio automatically retries your payment up to 3 times over several days
4. Service continues — Your AI messaging, voice agent, and integrations keep working during the retry period
5. Final notification — If all retries fail, you get a final email and the alert turns red

If retries are exhausted

After 3 failed attempts, Vanio will:

• Pause AI services — Messaging, voice agent, and integrations stop to prevent runaway charges
• Show red alert — A banner appears saying "Your Vanio AI services are paused"
• Preserve data access — You keep full access to view data, export reports, and update billing
• Enable instant recovery — Updating your payment method restores all services within minutes

The retry timeline gives you several days to update your card before any service interruption occurs.

Fixing payment issues

To resolve a declined payment:

1. Click Update payment in any alert banner, or go to Settings → Billing → Payment methods
2. Add a new card or update your existing payment method
3. Click Retry now if available, or wait for the next automatic retry
4. All services resume immediately once payment succeeds

Cancelling

You can cancel at any time.

1. Go to Settings → Billing.
2. Click Cancel subscription at the bottom of the page.
3. Confirm.

You keep access until the end of the current billing cycle. After that, your account goes read-only — you can still log in and export data for 90 days, but AI, integrations, and messaging are paused. Nothing is deleted for a full year, so you can come back anytime.

What the per-reservation fee covers

Vanio charges a fee for each reservation that generates platform-mediated value. This covers the full AI operations lifecycle for every booking:

• AI Guest Messaging — 24/7 instant replies in 100+ languages across Airbnb, Booking.com, WhatsApp, SMS, email, and every messaging channel. Your guests never wait.
• Voice Agent — Vanio AI answers phone calls from guests and booking platforms. Late-night check-in questions, lockout emergencies, Booking.com service calls — all handled by voice.
• Smart Lock Codes — Automatic unique access codes generated per guest, per stay. Lock troubleshooting handled in real time.
• Task Dispatch — Cleaning turnovers, maintenance requests, and staff coordination dispatched automatically via SMS. Photo verification on completion.
• Automated Reviews — AI writes and posts reviews for every guest. Analyzes incoming reviews and responds professionally.
• Upsells — Early check-in, late checkout, mid-stay cleaning, and custom extras offered automatically. Revenue you would never capture manually.
• Guest Portal — Every guest gets a branded portal with check-in instructions, verification, house rules, and upsell options.
• Owner Reports — Automated owner statements, revenue tracking, and communication.
• Defend Mode — AI shields you from bad reviews by detecting unhappy guests early and resolving issues before checkout.
• Operations Dashboard — Morning briefings, task tracking, and staff performance metrics.

Volume-based pricing

The per-reservation fee starts at $5.00 and decreases as your monthly volume grows:

• 1-500 reservations: $5.00 per booking
• 501-1,000 reservations: $4.50 per booking
• 1,001-2,500 reservations: $4.25 per booking
• 2,501+ reservations: $4.00 per booking

Volume discounts apply in real-time throughout the month. Once you cross a tier threshold, all subsequent reservations that month are charged at the lower rate.

What's excluded from billing

• Owner-direct bookings — Reservations you enter manually (not through integrated platforms) are not charged, since no platform-mediated value was generated.
• Cancelled reservations — If you cancel a booking, the reservation fee is automatically refunded to your credit balance. You only pay when value was actually delivered.
• Zero-revenue bookings — Comped stays or $0 reservations are not charged.

No individual human employee can cover all of these operations at this price point. BeyondBnB, a 280+ property manager in Canada, replaced their entire operations team with Vanio AI. Read their story: https://www.vanio.ai/en/stories/beyondbnb-replaces-staff-with-vanio-ai

Many property managers already handle guest communication themselves — because until now, there was no better option. Vanio AI does not just replace your messaging; it replaces the need for an operations team. This is the cost of a full AI operations department that works 24/7 in every language, on every channel, for every reservation.

Common questions

Do you charge for team members? No. Invite as many staff, cleaners, and owners as you want — seats are always free.

What counts as an "active listing"? Any listing that has a calendar synced from an OTA, accepts direct bookings, or has a reservation in the current month.

Can I pause my account during the off-season? Yes. Contact support and we'll pause listing fees during months where you have no bookings. Usage is never charged when there's no activity.

Is there an annual plan? Yes, pay annually and save 15%. Ask support to switch you over.

Why does my billing show as paused? This happens when your payment method fails multiple times or your account balance goes negative. It's a safety feature that prevents unexpected charges. Simply update your payment method to restore service immediately.

How do volume discounts work? Discounts apply in real-time as you cross tier thresholds during the month. If you're at 500 reservations and add your 501st, that booking and all future ones that month are charged at $4.50 instead of $5.00.

Why wasn't I charged for a booking I cancelled? Cancellations are automatically refunded because you only pay when value was generated. The original reservation fee is credited back to your account when you cancel.

I'm a staff member but got redirected to billing. What happened? Staff and admin users should never be locked out due to subscription status. This was likely a temporary loading issue that's now resolved. If it persists, contact support immediately.

What's the difference between product subscriptions and regular plans? Some Vanio products (like Atlas or Fantasticstay) use specialized billing that's separate from the main subscription system. Your access is managed through product-specific entitlements, and you won't see traditional plan details on the billing page.

Why don't I see all Vanio products on my billing page? Your billing page only shows products and services relevant to your account. Internal technical products and brand-specific offerings are automatically hidden to keep your billing view clean and focused on what actually affects your invoices.

Why did my usage reports change recently? We've improved the accuracy of our usage tracking system. Your billing records and activity logs now correctly show which AI service processed each request, ensuring complete transparency in your usage reports. Previously, some AI tasks were incorrectly labeled in billing records, but this has been corrected.

Why don't my auto-recharge settings look the same as before? We've redesigned the auto-recharge interface to make it clearer and more reliable. Your current settings now display prominently at the top, you can choose from preset amounts using chips or enter custom values, and the Save button only appears when you actually make changes. This prevents accidental changes to your billing settings.

What's the minimum amount for auto-recharge settings? Both your recharge amount and threshold must be at least $10. This ensures your account stays properly funded and prevents excessive micro-transactions.

Why are my voice, SMS, and phone charges now appearing immediately in my usage? We've fixed a billing issue to ensure that voice calls, text messages, and phone number charges are properly deducted from your credit balance in real-time. This gives you more accurate and up-to-date visibility into your usage costs as they occur, rather than having charges appear later.

What's the difference between the amber and red billing alerts? The amber "Payment retry in progress" alert means Vanio is automatically retrying your failed payment and services are still running. The red "Services paused" alert means retries were exhausted and you need to update your payment method to resume AI services. Both alerts appear across all dashboard pages so you can't miss them.

How long do I have before services are paused? Vanio retries failed payments up to 3 times over several days, giving you time to update your payment method. You'll see the amber retry alert during this period, and services continue running normally until all retries are exhausted.

What happens when I update my payment method during a retry? As soon as you add a working payment method, Vanio will retry the charge and clear any billing alerts. If you're seeing the red "services paused" alert, all AI features resume within minutes of successful payment.

Will I get charged multiple times during payment retries? No. Vanio only charges you once for each billing cycle. The retry system attempts the same charge multiple times until it succeeds or is exhausted, but you're never charged more than the original amount due.