Frequently asked questions

PrimeStay is a subscription-based SaaS platform for short-term rental management. It helps owners, managers and agencies manage bookings, guests, calendars, expenses, analytics and team operations from one dashboard.

You choose a plan (Starter, Pro, or Business) and are billed monthly or yearly (2 months free on annual). You can cancel anytime before the next billing date. All plans include full access to the platform features within your plan.

Yes. Every new organisation gets a 14-day free trial with full Pro features. No credit card required to register — you only add a card when you decide to continue.

You can manage bookings from Airbnb, Booking.com, Apartmani Beograd, Bookaweb and direct bookings — all through a single PrimeStay calendar. Bookings are currently entered manually (or imported); automatic channel manager sync is on the roadmap.

The web app (app.primestay.rs) works instantly in any modern browser, including on mobile. Native iOS and Android apps are in the final stages of release — Android is in review on the Play Store, iOS follows.

Yes. The platform has 4 roles (ADMIN, MANAGER, STAFF, OWNER). OWNER sees only their own properties — revenue, costs, occupancy and payouts. STAFF sees only the properties assigned to them. Each organisation's data is strictly isolated from others.

An internal guest flag inside your organisation: ⭐ Preferred (reliable guest), ⚠️ Caution or 🚫 Do Not Book. Can include a reason and notes, visible only to ADMIN and MANAGER roles, with a real-time warning on the booking form if you try to book a flagged guest. Guest Signal is universal — available on every plan.

Payments are processed by Paddle as Merchant of Record (MoR). Paddle automatically calculates, collects and remits VAT and other local taxes based on the buyer's location. For B2B buyers with a valid VAT number, the reverse-charge mechanism applies — VAT is not charged on cross-border transactions. Invoices are issued by Paddle on behalf of PrimeStay.

Yes. You can cancel your subscription at any time. Your access continues until the end of the current billing period. No penalties.

The SaaS platform is software you subscribe to and use yourself. The managed service is a done-for-you property management solution where PrimeStay handles all daily operations for your property in Belgrade. These are completely separate offerings.

Payments are processed by Paddle, acting as Merchant of Record. PrimeStay never stores your payment card data. Paddle handles billing, invoicing, and tax compliance.

You can delete your account directly from the app: sign in to app.primestay.rs, go to Settings → Account → Delete account. After deletion, your data is kept for 30 days (soft delete) in case of mistake, then permanently removed. You can download all your data in JSON before deletion. Alternatively, send a request to info@primestay.rs.

In the app, go to Settings → Account → Data export — you'll receive a JSON file with all bookings, guests, properties, costs and tasks. Or send a request to info@primestay.rs and we'll respond within 30 days, in line with the GDPR.

Yes. Cancel before the next billing date and your access continues until the end of the current period. No penalty, no questions asked.

Payments are handled by Paddle and support all major credit/debit cards. Paddle acts as the Merchant of Record.

For new subscriptions, you may request a full refund within 5 days of access activation. See our Refund Policy for full details.

Yes. Upgrades take effect immediately. Downgrades take effect from the next billing period.

Prices shown are exclusive of VAT. Paddle automatically calculates and applies applicable taxes at checkout based on your location.