FAQs
Property Owners
What service options do you offer for property owners?
We offer three service tiers: Exclusive Advertising, Non Exclusive Advertising and Full Management. Exclusive Advertising provides high level marketing with area exclusivity. Non Exclusive Advertising provides a flexible and cost effective marketing solution. Full Management offers a complete hands off experience where we handle every part of the guest and property care process.
How do I choose which service tier is right for me?
Full Management is ideal if you want zero involvement. Exclusive Advertising is perfect if you want maximum visibility while staying in control of operations. Non Exclusive Advertising is suitable if you want flexibility and lower commitment.
What does Exclusive Advertising provide that Non Exclusive does not?
Exclusive Advertising guarantees priority marketing placement, stronger visibility, advanced pricing optimisation and exclusivity in your area. Non Exclusive Advertising offers basic advertising support without exclusivity.
What are the benefits of Full Management compared to advertising only tiers?
Full Management includes guest communication, cleaning, maintenance, check ins, supplies, damage resolution and full operational oversight. Advertising only tiers handle marketing only.
Can I upgrade my service tier later?
Yes. You can upgrade at any time. Many owners choose to move into Full Management once they see the uplift in performance.
How do you optimise pricing across different tiers?
Full Management and Exclusive Advertising receive advanced pricing optimisation that uses market data, competitor rates, local events and seasonal trends. Non Exclusive Advertising receives a lighter pricing strategy suitable for active owners.
Which platforms will my property appear on?
Full Management and Exclusive Advertising appear on Airbnb, Booking.com, Vrbo, Expedia, Plum Guide, Google Travel and our direct booking partners. Non Exclusive Advertising is listed on a single platform of your choice.
Who handles guest communication?
Full Management includes complete guest communication. Exclusive Advertising includes help with pre booking inquiries. Non Exclusive Advertising requires the owner to manage all communication.
Who arranges cleaning and turnover?
Full Management includes professional cleaning and linen services. Owners using advertising only tiers handle their own cleaning.
What happens if a guest damages something?
For Full Management, we handle everything from documentation to claims. For advertising only tiers, you are responsible for dealing with the platform directly.
Do you offer interior design or setup support?
Yes. Exclusive and Full Management owners receive styling guidance and setup assistance. Non Exclusive owners can request these services as optional extras.
How long does it take to get my property listed?
Full Management and Exclusive Advertising usually go live within 3 to 7 days. Non Exclusive Advertising can launch faster if your listing is already prepared.
How much involvement is required from me?
Full Management requires no involvement. Exclusive Advertising requires you to handle operations. Non Exclusive Advertising requires you to be even more hands on.
Do you provide owner reporting?
Full Management includes monthly revenue and performance reports. Advertising tiers include booking summaries and basic performance insights.
Do you help with licensing and compliance?
Full Management includes full compliance guidance. Advertising tiers receive guidance but owners must complete the process themselves.
Will I have access to the booking calendar?
Yes. You can always access your calendar and block dates for personal use.
Can I still use my property whenever I want?
Yes. Simply provide your preferred dates and we will block them out.
Will my property be inspected regularly?
Under Full Management, yes. Regular inspections are included. For advertising tiers, inspections can be booked separately.
How do you vet guests?
Full Management includes strict vetting with ID checks and behavioural scoring. Exclusive Advertising includes light pre-booking checks. Non Exclusive Advertising requires you to vet guests yourself.
What makes your company different from other STR agencies?
We specialise in luxury hospitality. We offer high level marketing, elevated guest experiences, strong property care and long term revenue optimisation. Our tiered structure allows every owner to choose the perfect level of service without compromise.
Guests
What can I expect when staying in one of your properties?
You can expect a beautifully maintained home, hotel quality linens and towels, premium amenities, professional cleaning and a smooth, personalised experience from booking to check out.
How do I check in to the property?
Most properties offer contactless self check in using secure digital locks or key safes. Some homes include an in person welcome for guests who prefer it. Your personalised check in instructions are sent before your arrival.
Why do you speak with guests before confirming a booking?
We operate a high touch service. Before any booking is confirmed, we will arrange a short call or contact you by email to ensure that the property is the right fit for your plans. This protects the quality of your stay and ensures the home is suitable for your needs.
How do you decide if a guest is suitable for a property?
Suitability is based on the nature of your stay, the number of guests, the type of property and any unique considerations for the home. The call or email allows us to confirm that everything aligns with the expectations of the property owner and the standards of the neighbourhood.
How do I pay for my stay?
Once your stay and suitability have been confirmed, we will issue an invoice directly. This invoice contains the full booking breakdown along with secure payment instructions. All direct bookings must be paid through this invoice.
Do you accept payments through platforms like Airbnb or Booking.com?
Yes, for the properties that we operate on those platforms. For direct bookings, all payments are processed solely through the invoice that we provide. This offers clarity, security and a personalised service for every guest.
What if I need help during my stay?
Our support team is available throughout your stay to assist with questions, recommendations or unexpected issues. You can contact us by message or phone and we will respond promptly.
Can I request an early check in or late check out?
We will always try to accommodate early arrivals or late departures as long as the cleaning schedule and other bookings allow. Please ask and we will confirm availability.
What amenities are included in the property?
All homes include hotel quality towels, premium linen, toiletries, high speed WiFi, a fully equipped kitchen and complimentary tea and coffee. Many properties include Smart TVs, workspace areas and luxury extras.
Is parking available?
Parking availability depends on the property. If parking is included it will be stated clearly. If not, we can direct you to the nearest convenient and secure parking options.
Are pets allowed?
Some properties allow pets and others do not. This is based on owner preference or building regulations. Please check the listings or ask us before booking.
Can I invite visitors or host a gathering?
Quiet visits are acceptable. Large gatherings, loud noise and unregistered guests are not permitted. This policy ensures a peaceful stay and protects the property and neighbourhood.
What is your cancellation policy?
The cancellation policy will be clearly stated in your invoice or on the platform where you booked. The terms vary depending on the property and booking method.
What should I do if something stops working?
Please contact us immediately. We will arrange support or repairs as quickly as possible. Essential issues are treated as priority.
Are the properties professionally cleaned?
Yes. Every property is cleaned by trained professionals using hospitality grade standards. All bedding and towels are laundered at high temperatures to ensure a safe and comfortable stay.
How secure are the properties?
All homes include secure access systems such as smart locks or key safes. Some properties also use external security cameras in permitted areas. Your privacy and safety are always respected.
Can I request a mid stay clean or fresh linen?
Yes. We can arrange mid stay cleaning, linen refreshes or restocking of essentials. These services may incur an additional fee and depend on availability.
Do you provide children’s equipment?
Many homes include travel cots, highchairs and other child friendly amenities. Please inform us in advance if you require anything specific so we can prepare it before your arrival.
Will I have the entire property to myself?
Yes. All of our homes are private and self contained. You will not share living areas with anyone else during your stay.
Why should I stay with your company?
We offer a high touch, luxury focused experience that combines professional hospitality with personalised attention. Our careful guest matching, premium property standards and excellent support ensure that your stay is smooth, comfortable and memorable.