Question 1

What is your management fee, and how is it calculated?

Accepted Answer

Our commission is 14%, deducted from the net payout after the booking platform (Airbnb, VRBO, Booking.com, etc.) has taken its service fees. There are no setup fees, contract renewal charges, or retainers. Additionally, we don’t mark up housekeeping or maintenance costs—you pay exactly what the service providers charge.

Question 2

How do you handle cleaning and laundry?

Accepted Answer

We work with professional cleaning and laundry providers to ensure high standards. Our cleaners are fairly paid and follow a detailed process for every booking. We also take an initial inventory of the property’s items, and the cleaning team carefully documents each stage. All linens are professionally laundered, dried, and pressed – just like in a hotel –before being returned to the property. We also clean owners' linen upon request. Maintaining cleanliness is a top priority in delivering excellent guest experiences.

Question 3

Do guests pay a cleaning fee?

Accepted Answer

Yes, a cleaning fee is included in the guest’s total booking cost. However, we set this fee at a reasonable rate to avoid deterring potential guests. While it won’t fully cover cleaning costs, it helps offset expenses and contributes to overall revenue.

Question 4

Do I need to pay housekeepers or maintenance contractors directly?

Accepted Answer

No, we handle all payments to service providers on your behalf. These costs are passed through to you at the exact rate charged by the contractors, with invoices addressed in your name for full transparency.

Question 5

Is there a charge for professional photography?

Accepted Answer

Yes, professional photography typically costs between £150–£250, depending on the provider. This fee is paid directly to the photographer, and we do not add any markup. Unlike some agencies that include photography in their signup fee but retain the rights to the photos, with our model, you own the images outright.

Question 6

Do you offer discounts for long-term stays?

Accepted Answer

Yes, long-term discounts are adjusted based on market conditions to ensure your property remains competitive.

Question 7

How do you screen guests?

Accepted Answer

We use Airbnb’s built-in verification tools, which include guest profiles, ID verification, and reviews from previous stays. If a guest has no reviews, our team communicates with them directly to understand the purpose of their stay and assess their group composition (e.g., a family with children is typically a good sign).

Question 8

How do guests check in?

Accepted Answer

We use automated check-in systems to make the process seamless. Airbnb requires a secure key safe (lockbox) for properties to be "business ready" and maximise occupancy. A lockbox is a small, secure metal container with a combination lock. Guests receive clear instructions on how to access the lockbox before arrival.

Question 9

How soon can my property start getting bookings?

Accepted Answer

If your property is fully furnished and equipped with all the necessary amenities, we can start accepting guests within a few weeks. Once we’ve taken professional photos and created your listing, we use competitive pricing strategies to attract bookings and positive reviews. This helps boost your ranking on booking platforms, increasing visibility and securing more reservations over time.

Question 10

What is the minimum stay requirement?

Accepted Answer

We optimise the minimum stay duration to maximise profitability. Longer stays reduce changeover costs, so we set higher minimums when dates are far in advance and gradually lower them as the dates get closer to encourage bookings. The absolute minimum stay is 2–3 nights, depending on the property and market conditions.

Question 11

Can I use my property whenever I want?

Accepted Answer

Absolutely! You have full control over when your property is available, as long as there are no existing bookings. Simply log in to the Owners Portal to block off dates. We recommend doing this in advance to ensure availability and smooth changeovers. Please also follow standard check-in/out times unless agreed otherwise – or block an extra day if needed.

Question 12

What is the minimum contract term?

Accepted Answer

Our contracts have a minimum term of six months. After that, you can cancel at any time with a rolling day-to-day notice period. However, any confirmed bookings must still be honoured.

Question 13

Are there any additional costs?

Accepted Answer

If toiletries or cleaning supplies run low, we replenish them and add the cost to your monthly invoice.

Question 14

What if my property gets damaged?

Accepted Answer

Airbnb provides a Host Guarantee that covers damages up to £600,000. If a claim is needed, we assist with the process, but Airbnb makes the final decision on payouts. For additional protection, we offer an optional insurance add-on through Guardhog, which covers damages from bookings across all platforms.

FAQS