FAQs

CHECK-IN & CHECK-OUT

How do you check in a guest?

Our lovely Hosts will personally greet your guests at a convenient point for the guest to meet them and then escort the guests to your property. The Host will conduct a final check that the guest is suitable to stay in your PLACE. At the PLACE the Host will show the guests around, provide any instructions that you have given to us about the PLACE, ensuring they understand the house rules and also give them some great local tips! Please let us know as many details about your PLACE’s house rules, local tips and manuals ahead of your guests’ arrival.

What if the guest is running late for check-in?

Our Host will wait for up to 90 minutes for your guests to arrive from the time the guest has said they will arrive. We appreciate that travel plans can go awry and we will be flexible where possible.

Will the Welcome Wizard be a point of contact for my guests?

On the day of the check in the Host will contact your guest via text to check whether the guest is on their way and is not lost! From check in until check out the Host will deal with all guest enquiries.

BOOKINGS

How do I know my PLACE has a booking?

When a guest books your PLACE we will send you a confirmation email of the booking.

Can I cancel a booking?

Yes of course but we would recommend not to do so as it will impact your rating and any future bookings. If it is unavoidable we would recommend cancelling a booking 7 days before the guests arrive.

HOUSEKEEPING

What’s included in your Housekeeping Service?

Our pay-as-you-go professional housekeeping service is specially tailored for Airbnb hosts. Before guests arrive our housekeepers do a full service clean (the time taken will depend on the size of the PLACE) and set up of your apartment ready to host guests by:

  • Making the beds with our high quality bedding and linens
  • Providing towels
  • Replenish amenities such as toilet roll, shampoo and shower gel
  • Replenish condiments, such as tea and coffee
  • Conduct a pre guest inspection (including photographs of the condition of the property)

After the guests leave our housekeepers will clean the apartment thoroughly and check for any damages caused by the guests.

What's included in the bedding and linen?

Save your washing machine hassle! Each bed linen set includes:

  • 100% cotton, high quality sheets, pillow case and duvet covers
  • 100% cotton, high quality towels (1 bath towel and 1 hand towel per guest)
  • A bath mat per bathroom
  • A Kitchen tea towel.

Do you provide cleaning products?

Yes we most certainly do! Our housekeepers will come equipped with cleaning products specifically designed not to damage your PLACE. If you would like us to use special cleaning products please send us a note detailing the specific cleaning product and the items or articles that it should be used upon.

Can I make special requests for the housekeeping?

Please feel free to add booking notes when you make your booking and our team will follow the requests and instructions when they are servicing your PLACE. Please ensure that the instructions are precise and easy to understand.

Can you wash my sheets and towels?

Sorry, we are not equipped to offer a domestic laundry service. We provide high quality linens and towels in our housekeeping service so you don’t need to worry about washing your sheets and towels.

What do I need to provide?

We will need 2 sets of keys. If we only have 1 set of keys and the guest locks themselves out we may have to disturb you to gain access to the apartment.

What do your Housekeepers not do?

Whilst we will ensure your property is ready for guests we are not equipped or insured to provide deep cleaning or domestic laundry services, such as help with the following activities:

  • Oven cleaning – our housekeepers do clean trays though
  • Washing Windows
  • Washing Walls
  • Furniture repairs
  • Carpet cleaning
  • Kitchen deep cleaning
  • Cleaning the exterior surface of windows
  • Removing animal waste
  • Gardening and garden shed cleaning
  • Patio cleaning
  • Mould and/or bio-hazardous substance removal
  • Lifting of heavy furniture
  • Cleaning surfaces above arms reach
  • Extermination of pests – e.g. insects or vermin)
  • Yard work
  • Garage cleaning or clearing
KEYS

How many sets of keys do you need?

We will need 2 sets of keys. If we only have 1 set of keys and the guest locks themselves out we may have to disturb you to gain access to the apartment.

Can you collect my keys?

Yes we can. Our Host can collect your keys between 8am and 8pm

Can you collect keys from my concierge?

Yes! Please give your concierge permission to release the keys to PLACE Holiday Lets. We can also drop off the keys with the concierge at the end of the period too. We cannot guarantee which Host or housekeeper will be coming to your home so please ensure the concierge is happy to release the keys to any of our team.

PAYMENT

When do I get paid?

We will release your funds as soon as we receive payment from AirBnB – usually within 24 hours of your guest’s check-out. The time it takes for the funds to clear into your account will depend on your bank and the payment method. Please remember most banking systems don't process transactions on weekends or holidays. If your payout is released by AirBnB between Friday and Sunday it might not be processed until the next week.

OUR SERVICE

Does your service cover weekends and holidays?

Yes, we do! This is the most popular time for the travelers to book your listing.

What is the cost of using the service?

Our standard service fee is 39%+VAT. There are no additional hidden fees.