Support

Airbnb

What is Airbnb?

Airbnb connects guests with hosts renting out rooms, apartments or entire houses. Guests can make reservations for a few nights or a few weeks. Hosts get to set the nightly rate and the conditions of their stay. Every booking is automatically protected by $1MM USD property damage insurance for free. It’s a great way to turn an extra room or house into an income property. Depending on your area, you can likely charge above market rates compared to the traditional rental market. There are no long term commitments and you can cancel at any time making it a risk free proposition.

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Are you operating within Airbnb terms of use?

[site_name] operates completely within Airbnb terms of use. If there are ever any concerns, please contact us immediately.

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Can I still use my Airbnb user for traveling?

Of course, you’re free to go about your business as usual. We only take care of the hosting side of your profile, but we ask that you make no changes to your listings without contacting us.

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Do you know my password?

In order to manage your reservations across the various booking sites, we will require access to your account. We use a secure third-party password manager to manage these passwords so no customer service representatives have access to the raw password. We also have strict controls on who is capable of logging into the sites and making changes on your behalf.

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HomeAway

What are the limitations of HomeAway?

Currently, HomeAway only supports hosts who have billing addresses in the United States and Puerto Rico, Canada, United Kingdom, France, Germany, Spain, Italy, Portugal, Austria, Switzerland, Greece, Belgium, Netherlands. While the properties can still be in other locations, this limits who can participate.

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Property Manager

increase my short-term rental income?" icon="question-circle"]

First and foremost we use a data-driven approach to systematically optimize your business. These are some of the same strategies that large hotel chains like Hilton and Holiday Inn use to to efficiently manage their inventory. Every property under management is considered a separate business. We use the S.M.A.R.T. criteria (Specific, Measurable, Assignable, Realistic, Time-related) to establish specific goals together with a standard set of Key Performance Indicators (KPIs) borrowed from the the hospitality industry to track our progress towards these goals. This forms the basis of our methodology; when combined with industry experience, it enables us to intelligently analyze and react to trends affecting your rentals. Since every property and geography will behave differently, your milage may vary; the more data we have, the better our ability will be to optimize your listings.

Some of the KPIs we track:

  • REVPAR: revenue per available room in relation to rooms available
  • TREVPEC: total revenue per client including upsells
  • GOPPAR:  gross operating profit per available rooms
  • Complaints: number of guest complaints
  • Expenses: platform fees, utilities, cleaning, and maintenance

Each of these metrics is tracked according to day of week, month, year, and source (where applicable).

There are other ways we grow your business:

  • We list your property across multiple booking platforms for maximum exposure.
  • We respond promptly to every inquiry, which increases the likelihood of conversions.
  • We ask for guest feedback to learn what we could improve and garner goodwill.
  • We offer incentives for repeat bookings to increase the long term value of guests.
  • We request guest referrals after check-out and can offer incentives in the form of discounts.
  • We maximize occupancy through filling gaps between reservations by offering discounts to current guests for extending or advancing their stays.
  • We can offer upsells such as daily house keeping/room service, laundry service, pocket wifi (MiFi), disposable phones, and pool heating.

Remember, our incentives are aligned with yours. The pay-for-performance model means we don’t grow, if you don’t grow. If we cannot increase your REVPAR, we stand little to gain in the long run. Our satisfaction guarantee ensures you can cancel at anytime risk free.

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What are the common short-term rental headaches?

There are a lot of hassles associated with short-term rentals. This is why our service is so incredibly valuable.

  1. Marketing & Communications
    • Advertising across booking platforms (Airbnb, FlipKey, HomeAway, VRBO, etc)
    • Adjusting prices and availability
    • Screening guests
    • Booking reservations
    • Scheduling to make sure there are no overlaps
    • Email/Phone communication
    • Tracking inventory and KPIs
  2. Check-ins
    • Directions: Making sure guests find the guest house
    • Support: Helping guests when they get lost or need something during their stay such as trip advice
    • Key Exchange: Making sure guests find the key
    • Security Deposits: Collecting deposits from guests
  3. Ongoing Up Keep
    • Replacing warn out items such as linens, towels, and shower curtains
    • Taking out the trash
    • Replacing toilette paper, paper towels, hand soap, shampoo and conditioner
    • Plumbing
    • Repairs and touchups
  4. Check-outs
    • Key return: making sure guests return they key and updating lock box combinations
    • Cleaning: making sure rooms are clean
      • Scheduling maid service
      • Quality control
      • Laundry service (washing sheets, linens)
    • Damage: making sure there was no damage
      • Identifying damage
      • Appraising damage
      • Charging for damage
      • Repairing damage
    • Theft/Loss: making sure nothing was stolen/removed from the room
      • Identifying lost items
      • Charging for lost items
      • Replacing lost items
    • Reviews: making sure reputation is well maintained
      • Leaving reviews
      • Addressing complaints
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What are some low-tech and inexpensive alternatives for key lockboxes?

We suggest selecting a key lockbox without a rotary combination lock or key that you install in an “out of view” area. Push button lockboxes are the easiest to operate, especially in the dark.

Kidde AccessPoint 001166 KeySafe Original 3-Key Portable, Titanium Gray

Link: http://goo.gl/Ko2rYn
Reviews: 4/5 (43 reviews)
Price: ~$29 USD
Pros:

  • Inexpensive
  • Locking loop lets you attach it temporarily
  • Will fit around a door nob
  • Easy installation
  • Easy-to-use push-button combination with over 1,000 personalized combos
  • Sequence does not matter. Remember the digits in any order.
  • Fits 3 conventional keys
  • Dark color makes it easier to conceal

Cons:

  • Easily visible if attached to doorknob
  • Supports only 1 combination
  • Sequence of digits does not matter.
  • Limited to 1,000 personalized combos

Kidde AccessPoint 001166 KeySafe Original 3-Key Portable, Titanium Gray

 

Kidde AccessPoint 001413 KeySafe Original 2-Key Slimline Pushbutton Combination Key Box, White

Link: http://goo.gl/Cjwido
Reviews: 4.5/5 (112 reviews)

Price: ~$28 USD

Pros:

  • Inexpensive
  • Sleeker design
  • Easy-to-use push-button combination
  • Fits 2 conventional keys
  • Easy to hide out-of-view

Cons: 

  • Supports only 1 combination
  • Limited to 1,000 personalized combos
  • Requires permanent mounting using included screws

 

Kidde AccessPoint 001413 KeySafe Original 2-Key Slimline Pushbutton Combination Key Box, White

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What are some inexpensive keyless entry systems for doorknobs?

Not all doors have deadbolts, such as interior doors, garage doors, or swimming pool gates. If you need to provide keyless entry for doorknobs here is one alternative:

LAYKOR Keyless Electronic Digital Door Lock
Link: http://goo.gl/4E9GNJ
Price: $61 USD
Reviews: 4/5  (247 reviews)

LAYKOR Keyless Electronic Digital Door Lock YL-99
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Can I edit the rates and details of my property?

You can request to update any information about your property, including your rates. We will do our best to update these across all booking portals in a timely manner, but cannot guarantee it will be instant. We can also offer complimentary pricing consultations, if you are unsure where to begin. We also ask that you provide us with any possible discounts or special rate structures for multi-night, weekly and monthly bookings. This will enable us to negotiate the best possible rate on your behalf.

The only thing that we cannot do is increase rates for any existing bookings or reservations. We hope you can understand this would not go over well with your guests.

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View category→

Homeowner

increase my short-term rental income?" icon="question-circle"]

First and foremost we use a data-driven approach to systematically optimize your business. These are some of the same strategies that large hotel chains like Hilton and Holiday Inn use to to efficiently manage their inventory. Every property under management is considered a separate business. We use the S.M.A.R.T. criteria (Specific, Measurable, Assignable, Realistic, Time-related) to establish specific goals together with a standard set of Key Performance Indicators (KPIs) borrowed from the the hospitality industry to track our progress towards these goals. This forms the basis of our methodology; when combined with industry experience, it enables us to intelligently analyze and react to trends affecting your rentals. Since every property and geography will behave differently, your milage may vary; the more data we have, the better our ability will be to optimize your listings.

Some of the KPIs we track:

  • REVPAR: revenue per available room in relation to rooms available
  • TREVPEC: total revenue per client including upsells
  • GOPPAR:  gross operating profit per available rooms
  • Complaints: number of guest complaints
  • Expenses: platform fees, utilities, cleaning, and maintenance

Each of these metrics is tracked according to day of week, month, year, and source (where applicable).

There are other ways we grow your business:

  • We list your property across multiple booking platforms for maximum exposure.
  • We respond promptly to every inquiry, which increases the likelihood of conversions.
  • We ask for guest feedback to learn what we could improve and garner goodwill.
  • We offer incentives for repeat bookings to increase the long term value of guests.
  • We request guest referrals after check-out and can offer incentives in the form of discounts.
  • We maximize occupancy through filling gaps between reservations by offering discounts to current guests for extending or advancing their stays.
  • We can offer upsells such as daily house keeping/room service, laundry service, pocket wifi (MiFi), disposable phones, and pool heating.

Remember, our incentives are aligned with yours. The pay-for-performance model means we don’t grow, if you don’t grow. If we cannot increase your REVPAR, we stand little to gain in the long run. Our satisfaction guarantee ensures you can cancel at anytime risk free.

Permalink
What are the common short-term rental headaches?

There are a lot of hassles associated with short-term rentals. This is why our service is so incredibly valuable.

  1. Marketing & Communications
    • Advertising across booking platforms (Airbnb, FlipKey, HomeAway, VRBO, etc)
    • Adjusting prices and availability
    • Screening guests
    • Booking reservations
    • Scheduling to make sure there are no overlaps
    • Email/Phone communication
    • Tracking inventory and KPIs
  2. Check-ins
    • Directions: Making sure guests find the guest house
    • Support: Helping guests when they get lost or need something during their stay such as trip advice
    • Key Exchange: Making sure guests find the key
    • Security Deposits: Collecting deposits from guests
  3. Ongoing Up Keep
    • Replacing warn out items such as linens, towels, and shower curtains
    • Taking out the trash
    • Replacing toilette paper, paper towels, hand soap, shampoo and conditioner
    • Plumbing
    • Repairs and touchups
  4. Check-outs
    • Key return: making sure guests return they key and updating lock box combinations
    • Cleaning: making sure rooms are clean
      • Scheduling maid service
      • Quality control
      • Laundry service (washing sheets, linens)
    • Damage: making sure there was no damage
      • Identifying damage
      • Appraising damage
      • Charging for damage
      • Repairing damage
    • Theft/Loss: making sure nothing was stolen/removed from the room
      • Identifying lost items
      • Charging for lost items
      • Replacing lost items
    • Reviews: making sure reputation is well maintained
      • Leaving reviews
      • Addressing complaints
Permalink
What are some low-tech and inexpensive alternatives for key lockboxes?

We suggest selecting a key lockbox without a rotary combination lock or key that you install in an “out of view” area. Push button lockboxes are the easiest to operate, especially in the dark.

Kidde AccessPoint 001166 KeySafe Original 3-Key Portable, Titanium Gray

Link: http://goo.gl/Ko2rYn
Reviews: 4/5 (43 reviews)
Price: ~$29 USD
Pros:

  • Inexpensive
  • Locking loop lets you attach it temporarily
  • Will fit around a door nob
  • Easy installation
  • Easy-to-use push-button combination with over 1,000 personalized combos
  • Sequence does not matter. Remember the digits in any order.
  • Fits 3 conventional keys
  • Dark color makes it easier to conceal

Cons:

  • Easily visible if attached to doorknob
  • Supports only 1 combination
  • Sequence of digits does not matter.
  • Limited to 1,000 personalized combos

Kidde AccessPoint 001166 KeySafe Original 3-Key Portable, Titanium Gray

 

Kidde AccessPoint 001413 KeySafe Original 2-Key Slimline Pushbutton Combination Key Box, White

Link: http://goo.gl/Cjwido
Reviews: 4.5/5 (112 reviews)

Price: ~$28 USD

Pros:

  • Inexpensive
  • Sleeker design
  • Easy-to-use push-button combination
  • Fits 2 conventional keys
  • Easy to hide out-of-view

Cons: 

  • Supports only 1 combination
  • Limited to 1,000 personalized combos
  • Requires permanent mounting using included screws

 

Kidde AccessPoint 001413 KeySafe Original 2-Key Slimline Pushbutton Combination Key Box, White

Permalink
What are some inexpensive keyless entry systems for doorknobs?

Not all doors have deadbolts, such as interior doors, garage doors, or swimming pool gates. If you need to provide keyless entry for doorknobs here is one alternative:

LAYKOR Keyless Electronic Digital Door Lock
Link: http://goo.gl/4E9GNJ
Price: $61 USD
Reviews: 4/5  (247 reviews)

LAYKOR Keyless Electronic Digital Door Lock YL-99
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How much does it cost?

There are no costs or setup fees to join [site_name]. Better yet, there are no long term commitments or no cancellation fees. We cover the costs of promoting your home on the industry-leading web sites such as Airbnb, FlipKey, VRBO and HomeAway. You simply pay a percentage of the booking fee for each completed reservation [site_name] manages on your behalf. This pay-for-performance business mode ensures that our goals are perfectly aligned with yours as a vacation rental owner.

Have a look at our plans and signup today!

 

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What qualifications must I meet to join?

In order to provide travelers with a world class vacation rental booking experience, [site_name] needs to maintain high standards, which we can only accomplish with our homeowners’ assistance.

Minimum criteria:

  • Owner of the property or have legal rights to market and book the property.
  • Maintain accurate calendar availability.
  • Promptly communicate any thing that impacts our ability to market your home.
  • Honor all bookings made by [site_name].
  • Avoid duplicate listings on sites where [site_name] markets your home.
  • Contract with a professional cleaning service to prepare your property for every guest arrival (we can help!)
  • Have a reliable local contact available 24/7 to address issues at the property
  • Provide a well-maintained property (both interior and exterior).
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Where will my property be listed?

As your dedicated marketing and booking manager, the [site_name] Team will strategically promote your property across the most popular vacation rental sites, giving your listing the highest possible visibility. Some of the sites we support are:

  • Airbnb
  • VRBO
  • HomeAway
  • FlipKey
  • TripAdvisor
[site_name] is capable of supporting other platforms on a case-by-case basis. If you don’t see your booking portal above, please ask us about supporting your platform.

 

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What if I already list my home on Airbnb, HomeAway, VRBO, FlipKey or TripAdvisor?

When you join the [site_name], we will discuss your options. We can fold your listing into our accounts or manage your listing separately. Our only requirement is that there not be any duplicate listings because otherwise we will not be able to effectively list and manage your property and handle all related inquiries.

With regard to startup costs, [site_name] covers all fees, if you elect to publish your property using our account. If you prefer use your own account, we are unable to cover the startup costs as well as any annual renewal fees associated with the listing of your property on vacation rental sites. Certain sites like Airbnb, only have a booking fee, making it free to start. Additionally, HomeAway also offers a zero-upfront startup option in exchange for higher commissions (10%).

 

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Pricing & Plans

What is the difference between your support service and your concierge service?

Our support service handles everything leading up to a guest checking in and everything after your guests checkout. Our concierge service provides a reliable point of contact for guests during their stay. If you don’t have the concierge service, we’ll simply forward all requests to you rather than process them.

We provide the concierge service as part of our “Business Class” and “First Class” service plans. For “Economy Class” plans, we encourage hosts to be more involved with their guests.

Permalink
How much does it cost?

There are no costs or setup fees to join [site_name]. Better yet, there are no long term commitments or no cancellation fees. We cover the costs of promoting your home on the industry-leading web sites such as Airbnb, FlipKey, VRBO and HomeAway. You simply pay a percentage of the booking fee for each completed reservation [site_name] manages on your behalf. This pay-for-performance business mode ensures that our goals are perfectly aligned with yours as a vacation rental owner.

Have a look at our plans and signup today!

 

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How do we pay for services?

We use Freshbooks to invoice all of our clients. They accept payment by PayPal, e-Check or credit card. You credit card information in never stored with us and our customer service representatives never have access to it.

 

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Housekeeping

What is included in the housekeeping service?

The services offered by house keeping depending on the provider. Typically, domestic-related chores that can be undertaken by one female housekeeper are acceptable. These include general cleaning, bed-making, laundry, ironing, and many other ad-hoc requests. If you ask us to find a house keeper, we will work with you to meet your individual preferences and requirements.

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Do I have to be at home for house-cleaning?

No, you do not have to be at home, as long as there is a way for the housekeeper to enter your property. Generally, we recommend you meet the housekeeper on the first day of service, so that you see who is cleaning your home.

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Can I write notes to let the housekeeper know what I want?

Yes, you may do that as a friendly reminder. In general though, we ask that you communicate directly with us so that we can document all house keeping requests. This is important in the event we have to find temporary replacements to step in when the regular cleaning service is unavailable.

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How can the housekeeper enter my apartment to provide the service?

Typically, we suggest using what ever solution we’ve agreed on for the Key Exchange service.

Here are some other available:

  1. You are at home at the beginning and end of service.
  2. Your building concierge, management desk, or juristic holds the key
  3. Use a key lockbox near in a publicly accessible area
  4. Use a locked mail box with a shared key or combination, in a publicly accessible area
  5. Provide a duplicate key for your housekeeper. (Certain agencies offer a  “Key-holding Agreement” for liability protection)
  6. Offer a pickup location within 5 minutes walk of you property
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Can I leave my key(s) with the housekeeper?

This is a personal choice of the property manager or homeowner. Ask the cleaning service provider if they offer a “Key Holding Agreement”, so that the service provider takes full responsibility in case of lost keys. [site_name] does not take any responsibility for lost keys.

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Can I have the service on weekends and National Holidays?

This will depend on the cleaning service provider. Weekends will usually not be a problem, but national holidays may pose a challenge. We will do our best to account for these edge cases. For national holidays there will probably be an additional charge.

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What if the housekeeper is not meeting my expectations?

If you are not satisfied with the housekeeper, we will first seek a resolution with the current housekeeper to improve the level of the service. If this coaching does not produce the desired results, we will work with you to find another housekeeper to better serve your needs.

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Do I have to provide the cleaning supplies?

This really depends on the service provider. Some may ask the client to provide all necessary materials; however, it is not uncommon to request that they be provided on your behalf at an additional expense. We suggest that you provide at a minimum a vacuum and iron/ironing board for services where ironing is necessary.

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Is transportation covered in the service fee?

Please be advised that certain cleaning services may tack on a surcharge for transportation, especially if you are outside of a convenient service area. If we organize a cleaning service on your behalf, we will clearly communicate all associated charges.

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How much lead-time is needed to order a housekeeper?

Ordinarily, house keepers will ask for at least two days notice. Depending on the service provider and staff availability, they can often provide same day or next day service. [site_name] will automatically schedule prompt cleaning based on the check-out date of confirmed bookings.

 

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How can I pay for the cleaning service?
[site_name] is not responsible for the payment of house keepers. The house keeping service is an arrangement made directly between the homeowner and the cleaning service provider. [site_name] only acts as a facilitator for scheduling maid service and communicating special requests.

Some suggested forms of payment are:

  • Bank Transfer
  • PayPal
  • Square Cash
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What is the typical cancellation policy relating to house cleaning?

Certain house cleaning services will charge a cancellation fee depending on how short the notice is given. [site_name] is not responsible for house cleaning cancelation fees that result from actions outside of our control. We will take responsibility for cancelation fees as a result of [site_name] miscommunication.

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What if my regular housekeeper is sick or on vacation?

If your regular housekeeper is unavailable, we will try our best to arrange a temporary replacement housekeeper. We would relay the same checklists that your regular maid uses to ensure all requests are communicated to the temporary maid service. We cannot guarantee that substitute maid service will be offered at the same rate or on-time, especially on short-notice or on weekends, but we will negotiate hard to get the best rate possible.

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What if something is broken while the maid cleans my house?

Though we take measures to ensure damages are limited in the first-place, [site_name] assumes no liability for any damages caused by contractors or 3rd-party services. For this reason, we prefer to work with insured service providers. Coordinating with cleaning services is provided as a courtesy. [site_name] does not provide any warranty for cleaning services rendered.

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Can the housekeeper offer babysitting?

No, we do not offer this service directly, but our 24×7 guest concierge service would be happy assist in finding a baby sitter in your area on a case-by-case basis. We cannot promise that a baby sitter will be available on short-term notice. Payment for these services would be between guests and the babysitter.

 

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Will there by any Housekeeper language barriers?

If you ask us to source a house keeping service, we are happy to oblige. Please let us know if you have any special requests such as spoken languages or unusual cleaning requirements.

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Who cleans my home and can I trust them?

After guests check-out, we can schedule cleaning as well as any necessary maintenance and repairs that surface. If you have a trusted maid, we will work with them or we can find one for you. Because homeowner expectations vary greatly, we will work with you to find a regular cleaning service that is the best match. [site_name] only acts as a facilitator and does not provide cleaning services.

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How do you handle property inspections?

It’s essential to maintain a checklist of all items of value or items susceptible to damage. As part of the on-boarding process, we will work with the home owner or property manager to establish this list. The list ensures a consistent walkthrough is performed after each check-out, and that guests are not held accountable for damages incurred prior to their stay. We always encourage guests to do a walkthrough of the property upon checking in, if they are concerned about any damage.

Our preferred method is to enlist the help of a trusted contact that can conveniently inspect the home after all house cleaning has been performed. Other options include using a local property management company that can be contracted per visit to perform check-out inspections. The last option is to use video documentation, if your house cleaner is equipped with a smart phone.

 

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View category→

FAQs

What is the difference between your support service and your concierge service?

Our support service handles everything leading up to a guest checking in and everything after your guests checkout. Our concierge service provides a reliable point of contact for guests during their stay. If you don’t have the concierge service, we’ll simply forward all requests to you rather than process them.

We provide the concierge service as part of our “Business Class” and “First Class” service plans. For “Economy Class” plans, we encourage hosts to be more involved with their guests.

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What are the most common guest inquiries?

Here are some of the most common questions we receive. We maintain a knowledge base of property-specific information so we can handle these sorts of questions without bothering hosts.

  • Do you have cctv in your house?
  • Do you offer extra towels?
  • Do you have booklet or sheet with important info such as WiFi, pool location, thermostat operation, etc?
  • Do you charge cleaning fee?
  • Do you have a prepaid phone or MiFi for guests to use?
  • Do you have hair dryer, iron or hangers?
  • What are the House Rules?
  • Do you offer free shampoo, conditioner and soap?
  • Do you have cats, dogs, animals in your house?
  • Is smoking allowed?
  • Is the area accessible by a public transportation such as: taxi, bus, bicycle, train,etc?
  • How much do you charge for extra guests?
  • Are discounts offered for extended periods of stay?
  • Will you be available to give us a tour or show us the nicest places in your area?
  • What time is check-out?
  • What time is check-in?
  • Can we have a late check-out?
  • Can we have an early check-in?
  • Can we have a late check-in?
  • Is breakfast provided?
  • Can you pick us up at the airport?
  • Do you offer free WiFi?
  • Do you have laundry machines?
  • Is the area safe?
  • What sort of fun things are there to do around there?
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How does the service work?

We maintain a comprehensive set of business workflows for every conceivable scenario that we’ve encountered. A separate knowledge base is used to track and store information about every rental platform we use and every property we have under management. We we need to handle a particular situation, a trained staff member responds to all inquiries according to our established and well tested workflows. Mistakes happen, but through an efficient process we adapt our workflows to ensure there are no repeat incidents.

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What is the signup process?

It’s simply, really. Here’s how it works:

  1. Register your account and fill in some contact details.
  2. A dedicated account manager will promptly reach out to you and guide you through the on-boarding process.
  3. Sit back and relax

 

Permalink
increase my short-term rental income?" icon="question-circle"]

First and foremost we use a data-driven approach to systematically optimize your business. These are some of the same strategies that large hotel chains like Hilton and Holiday Inn use to to efficiently manage their inventory. Every property under management is considered a separate business. We use the S.M.A.R.T. criteria (Specific, Measurable, Assignable, Realistic, Time-related) to establish specific goals together with a standard set of Key Performance Indicators (KPIs) borrowed from the the hospitality industry to track our progress towards these goals. This forms the basis of our methodology; when combined with industry experience, it enables us to intelligently analyze and react to trends affecting your rentals. Since every property and geography will behave differently, your milage may vary; the more data we have, the better our ability will be to optimize your listings.

Some of the KPIs we track:

  • REVPAR: revenue per available room in relation to rooms available
  • TREVPEC: total revenue per client including upsells
  • GOPPAR:  gross operating profit per available rooms
  • Complaints: number of guest complaints
  • Expenses: platform fees, utilities, cleaning, and maintenance

Each of these metrics is tracked according to day of week, month, year, and source (where applicable).

There are other ways we grow your business:

  • We list your property across multiple booking platforms for maximum exposure.
  • We respond promptly to every inquiry, which increases the likelihood of conversions.
  • We ask for guest feedback to learn what we could improve and garner goodwill.
  • We offer incentives for repeat bookings to increase the long term value of guests.
  • We request guest referrals after check-out and can offer incentives in the form of discounts.
  • We maximize occupancy through filling gaps between reservations by offering discounts to current guests for extending or advancing their stays.
  • We can offer upsells such as daily house keeping/room service, laundry service, pocket wifi (MiFi), disposable phones, and pool heating.

Remember, our incentives are aligned with yours. The pay-for-performance model means we don’t grow, if you don’t grow. If we cannot increase your REVPAR, we stand little to gain in the long run. Our satisfaction guarantee ensures you can cancel at anytime risk free.

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Is my information safe?

We do our best to maintain your privacy. All usernames and passwords used to login to your accounts on vacation rental sites are stored in password vault by a trusted third-party service (Meldium). Agents never gain direct access to your private access credentials.

Unless you ask us to provide guests with your contact information, guests will only interact [site_name] through out the entire process. This insulates you from “over inquisitive” and demanding guests.

All billing and payment information is stored and managed by a reputable third-party service (FreshBooks). This allows you to make payments using what ever is easiest for you. At any time, you are able to login and manage your account settings.

 

Permalink
What are the common short-term rental headaches?

There are a lot of hassles associated with short-term rentals. This is why our service is so incredibly valuable.

  1. Marketing & Communications
    • Advertising across booking platforms (Airbnb, FlipKey, HomeAway, VRBO, etc)
    • Adjusting prices and availability
    • Screening guests
    • Booking reservations
    • Scheduling to make sure there are no overlaps
    • Email/Phone communication
    • Tracking inventory and KPIs
  2. Check-ins
    • Directions: Making sure guests find the guest house
    • Support: Helping guests when they get lost or need something during their stay such as trip advice
    • Key Exchange: Making sure guests find the key
    • Security Deposits: Collecting deposits from guests
  3. Ongoing Up Keep
    • Replacing warn out items such as linens, towels, and shower curtains
    • Taking out the trash
    • Replacing toilette paper, paper towels, hand soap, shampoo and conditioner
    • Plumbing
    • Repairs and touchups
  4. Check-outs
    • Key return: making sure guests return they key and updating lock box combinations
    • Cleaning: making sure rooms are clean
      • Scheduling maid service
      • Quality control
      • Laundry service (washing sheets, linens)
    • Damage: making sure there was no damage
      • Identifying damage
      • Appraising damage
      • Charging for damage
      • Repairing damage
    • Theft/Loss: making sure nothing was stolen/removed from the room
      • Identifying lost items
      • Charging for lost items
      • Replacing lost items
    • Reviews: making sure reputation is well maintained
      • Leaving reviews
      • Addressing complaints
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What does BNBCRM mean?

The name says it all. We’re customer relationship management (CRM) service for the vacation rental business. We take care of all customer service issues surrounding vacation rentals using trained staff who know the industry so that you don’t have to worry about the day-to-day responsibilities.

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What are some of the common vacation rental websites?

The vacation rental industry is big business. In fact, there are over 40 listing services that we track on continuous basis. The major players who have emerged are Airbnb, HomeAway, VRBO (acquired by HomeAway), and FlipKey by TripAdvisor. Depending on your location, certain niche local rental site might perform better.  Using our industry knowledge, we will list your properties on the best performing outlets. Remember, since we charge only by commission, our incentives are fully aligned with yours.

 

 

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Why should I consider vacation rentals as a business?

Vacation rentals are sound investment strategy for property owners, especially those with numerous properties who want to hedge a portion of their rental income. Through using vacation rentals, you can maximize income related to seasonality the same way hotels have been doing for decades. Prices can set intra-week, intra-month or just about anytime you want. Many of the sites let you negotiate to arrive at the best agreeable price.

Vacation rentals can help you reduce vacancies in between long term tenants or in between periods of low rental demand. Rather than sign a long term lease at a reduced rate in an off-season, you can fill those months with short term rentals until the traditional rental market heats up again.

In certain areas, using Vacation Rentals is an easy way to skirt certain local jurisdictions on rent control. This means that on a property that would have traditionally suffered from well-below market rates due to rent control, is now eligible for short-term rentals to travelers who pay the going nightly rate for the area.

Our service as well as all of the listing service we represent allow you to cancel anytime with no risk. This means that there’s little reason not give it a shot. Since our compensation is based purely on commission, our incentives are fully aligned with yours. We only make money when you do.

Increase rent daily, weekly, or monthly, not just yearly

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What are advantages to guests?

Why are people in love with vacation rentals? Because it just makes sense.

Hotels are more expensive, especially in desirable areas. They have to be. Their overhead is much higher since they have a 24×7 on-call staff, security personnel, concierges, maids, restaurant and kitchen staff, and significant marketing expenses that all drive down their margins. Vacation rental properties, on the other hand, have none of these expenses. As a result, they can pass these discounts on to their guests.

Families love using Vacation Rentals because they can choose an apartment or house so that they can all stay together. Booking separate hotel rooms for a family of 4 can be prohibitively expensive. For the price of one hotel room, they can probably find a two bedroom apartment in a great area. Not to mention, they can cook at home to save money or experiment with produce from local farmers markets. Compare this experience to a hotel, where all they offer is an over priced snack and wet bar.

Single travelers are drawn to the social aspects, such as renting a private room in a house. This gives them a very cheap alternative to staying in a hotel, while also having the opportunity to interact with their house guests.

 

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What are the risks associated with Vacation Rentals?

As with any business, there are risks associated. For example, excess inventory in your area can drive down prices. Guests can cancel in the last minute, leaving you high and dry. Property can get damaged. Personal items can disappear. Bad reviews can turn away prospective guests.
Home Owner Associations (HOA) can get involved and stand in your way from renting out your units.

It’s our job to do our best to protect you against these sorts instances. We suggestion having strict cancelation policies to mitigate last minute cancelations. Exercising thorough guest communication will catch cancelations as early as possible, allowing the unit to be re-listed. Enabling rental insurance offered by many of the vacation rental sites will help to cover many sorts of incidentals that come up. We work with HOAs to ensure that problems won’t arise when your guests attempt to check-in and get turned away instead.

Our goal is to make sure everything runs smoothly so that your guests don’t have to worry about finding alternate accomodations and you can get a good nights rest know that everything is under control.

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Why can’t we do this ourselves?

You can. In fact, you probably should do it once just to kick the tires and understand how it works. The problem is, that it’s a lot more work than you might anticipate. It’s especially stressful when things go wrong and quickly becomes more of a headache than it’s worth. This is where having experience pay off, so you don’t have to learn by trial and error.

Here are some of the issues that regularly come:

  1. Toilette clogged
  2. WiFi not working
  3. Language barriers and miscommunication
  4. Chatty guests that love back and forth communication
  5. 3am wake up calls and dinner interruptions
  6. “No shows” that mistakenly booked the wrong weekend
  7. Unpleasant reviews

You can probably manage this for one property. Now, imagine doing this for multiple ones. We encourage you to do the math and see that a modest commission will be worth the peace of mind knowing you don’t have to deal with it.

 

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What are some low-tech and inexpensive alternatives for key lockboxes?

We suggest selecting a key lockbox without a rotary combination lock or key that you install in an “out of view” area. Push button lockboxes are the easiest to operate, especially in the dark.

Kidde AccessPoint 001166 KeySafe Original 3-Key Portable, Titanium Gray

Link: http://goo.gl/Ko2rYn
Reviews: 4/5 (43 reviews)
Price: ~$29 USD
Pros:

  • Inexpensive
  • Locking loop lets you attach it temporarily
  • Will fit around a door nob
  • Easy installation
  • Easy-to-use push-button combination with over 1,000 personalized combos
  • Sequence does not matter. Remember the digits in any order.
  • Fits 3 conventional keys
  • Dark color makes it easier to conceal

Cons:

  • Easily visible if attached to doorknob
  • Supports only 1 combination
  • Sequence of digits does not matter.
  • Limited to 1,000 personalized combos

Kidde AccessPoint 001166 KeySafe Original 3-Key Portable, Titanium Gray

 

Kidde AccessPoint 001413 KeySafe Original 2-Key Slimline Pushbutton Combination Key Box, White

Link: http://goo.gl/Cjwido
Reviews: 4.5/5 (112 reviews)

Price: ~$28 USD

Pros:

  • Inexpensive
  • Sleeker design
  • Easy-to-use push-button combination
  • Fits 2 conventional keys
  • Easy to hide out-of-view

Cons: 

  • Supports only 1 combination
  • Limited to 1,000 personalized combos
  • Requires permanent mounting using included screws

 

Kidde AccessPoint 001413 KeySafe Original 2-Key Slimline Pushbutton Combination Key Box, White

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What are some inexpensive keyless entry systems for doorknobs?

Not all doors have deadbolts, such as interior doors, garage doors, or swimming pool gates. If you need to provide keyless entry for doorknobs here is one alternative:

LAYKOR Keyless Electronic Digital Door Lock
Link: http://goo.gl/4E9GNJ
Price: $61 USD
Reviews: 4/5  (247 reviews)

LAYKOR Keyless Electronic Digital Door Lock YL-99
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Is there minimum of days I have to put my unit for rent each month?

Due to our significant startup investment on each property we bring online, we prefer to manage full-time listings with an availability of at least 3 weeks per month.

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How much does it cost?

There are no costs or setup fees to join [site_name]. Better yet, there are no long term commitments or no cancellation fees. We cover the costs of promoting your home on the industry-leading web sites such as Airbnb, FlipKey, VRBO and HomeAway. You simply pay a percentage of the booking fee for each completed reservation [site_name] manages on your behalf. This pay-for-performance business mode ensures that our goals are perfectly aligned with yours as a vacation rental owner.

Have a look at our plans and signup today!

 

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What qualifications must I meet to join?

In order to provide travelers with a world class vacation rental booking experience, [site_name] needs to maintain high standards, which we can only accomplish with our homeowners’ assistance.

Minimum criteria:

  • Owner of the property or have legal rights to market and book the property.
  • Maintain accurate calendar availability.
  • Promptly communicate any thing that impacts our ability to market your home.
  • Honor all bookings made by [site_name].
  • Avoid duplicate listings on sites where [site_name] markets your home.
  • Contract with a professional cleaning service to prepare your property for every guest arrival (we can help!)
  • Have a reliable local contact available 24/7 to address issues at the property
  • Provide a well-maintained property (both interior and exterior).
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Where will my property be listed?

As your dedicated marketing and booking manager, the [site_name] Team will strategically promote your property across the most popular vacation rental sites, giving your listing the highest possible visibility. Some of the sites we support are:

  • Airbnb
  • VRBO
  • HomeAway
  • FlipKey
  • TripAdvisor
[site_name] is capable of supporting other platforms on a case-by-case basis. If you don’t see your booking portal above, please ask us about supporting your platform.

 

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What if I already list my home on Airbnb, HomeAway, VRBO, FlipKey or TripAdvisor?

When you join the [site_name], we will discuss your options. We can fold your listing into our accounts or manage your listing separately. Our only requirement is that there not be any duplicate listings because otherwise we will not be able to effectively list and manage your property and handle all related inquiries.

With regard to startup costs, [site_name] covers all fees, if you elect to publish your property using our account. If you prefer use your own account, we are unable to cover the startup costs as well as any annual renewal fees associated with the listing of your property on vacation rental sites. Certain sites like Airbnb, only have a booking fee, making it free to start. Additionally, HomeAway also offers a zero-upfront startup option in exchange for higher commissions (10%).

 

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Can I edit the rates and details of my property?

You can request to update any information about your property, including your rates. We will do our best to update these across all booking portals in a timely manner, but cannot guarantee it will be instant. We can also offer complimentary pricing consultations, if you are unsure where to begin. We also ask that you provide us with any possible discounts or special rate structures for multi-night, weekly and monthly bookings. This will enable us to negotiate the best possible rate on your behalf.

The only thing that we cannot do is increase rates for any existing bookings or reservations. We hope you can understand this would not go over well with your guests.

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How do we communicate with homeowners?

Our support team is available via phone and email to help answer all your questions. They will be happy to answer any questions relating to strategies for optimizing the performance of your property to addressing any problems with your listings or reservations.

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How do we pay for services?

We use Freshbooks to invoice all of our clients. They accept payment by PayPal, e-Check or credit card. You credit card information in never stored with us and our customer service representatives never have access to it.

 

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