Expert Answers

We're helping homeowners make more of their property. Unlock your potential by opening your doors to guests - host more, earn more, do more. With many services and solutions it's easy to get overwhelmed while managing your property for short-lets. Here we answer all questions in one place so you can rest easy.

Frequently Asked Questions

Earn up to $500 when you Refer a Friend to Us

As a general rule, we aim to respond to guests within 1 hour during business hours. This can be slightly delayed in the morning as we deal with enquiries received during the previous night. We also have on-call team members to help with any urgent guest matters outside of normal hours.

How do you handle communications with my guests?

As a general rule, we aim to respond to guests within 1 hour during business hours. This can be slightly delayed in the morning as we deal with enquiries received during the previous night. We also have on-call team members to help with any urgent guest matters outside of normal hours.

What if a guest has problems check-in my holiday home?

We ensure guests have the check-in details throughout the platform, email and WhatsApp. In case a guest has problems getting into a holiday home, we have guest services available 24/7 to help.

What if a guest arrives in another time than estimated?

We always ask guests to let us know their arrival time so we can ensure they are able to get the property. We also ask guests to keep us in touch on their check-in time if any unexpected circumstances appear for example a detained flight. Most properties have a self-check-in access (usually a lockbox) because they’re a flexible, secure way to let guests check in 24/7. We have lockboxes for all properties. It’s very convenient way for guests to check-in any time even for sudden bookings. If guest have trouble with lockbox we have all-day helper who immediately will go to a guest.

How quickly do you answer to guests?

We typically strive to respond to guests promptly, aiming for a response within 1 hour during our regular business hours. Please note that in the morning, there might be a slight delay as we address inquiries received overnight. Additionally, we have dedicated on-call team members available to assist with any urgent guest matters outside of our regular operating hours.

Are guests aware that they are reaching a company when they call?

When guests contact us, we introduce ourselves by name and mention that we are assisting you, the host, with any urgent requests. While we don't explicitly state that we are a management company, we are transparent and do not pretend to be you. Additionally, all messages directed to guests are signed off as 'Support Team,' ensuring that guests understand they are communicating with a management service from the moment they make a booking request.

Am I able to communicate with my guests directly?

To maintain consistency in the information provided to your guests, we kindly request that all communication is channeled through us team. Your listing is managed through ArendApartment account, and our 24/7 guest experience team is readily available to address any guest inquiries via both messages and phone calls. If you ever have a specific message you'd like to convey to one of your guests, please inform us, and we will reach out to them on your behalf.

Is it necessary for me to write guest reviews?

Rest assured, the team will take care of all guest reviews for you.

Can I change my lockbox code?

To maintain a seamless check-in experience for your guests and prevent any potential confusion, we kindly request that you refrain from updating your lockbox code on your own. If you have a specific reason for wanting to change the code, please reach out to our support team, and they will be happy to assist. Ensuring we have the correct access code is crucial for a smooth check-in process and contributes to high guest ratings.

How easy is it for guests to use the lockbox?

We provide guests with detailed information on how to access the accommodation. This information includes step-by-step instructions, photos (of the building, surroundings, entrance, the apartment, and the safe), a video walkthrough to the apartment, and a video on how to open the safe. In case of any difficulties, guests can always call or message us for clarification.

Is it possible to provide early check-in or late check-out?

Typically, we do not offer early check-in or late check-out when there are other guests scheduled to check in or out on the same day. This is because the cleaning and linen delivery processes occur during this timeframe. However, if a guest requests an early check-in and there are no other guests scheduled for that day, we are more than willing to accommodate such requests. It's important to note that we wouldn't grant early check-in or late check-out without first verifying the availability of your property on that specific day.

What does "first cleaning and linen delivery" entail?

Before your initial guest's arrival, we ensure your home is in perfect condition by performing a thorough cleaning and delivering fresh bed and bath linens. It's important to note that while guests cover the costs of cleaning and laundry during their stay, hosts are responsible for the initial cleaning to prepare for the first guests. All subsequent cleaning and linen expenses are covered by the guests unless you choose to book a one-time cleaning service after your own use of the property.

Why am I seeing charges for cleaning and laundry when the guest is supposed to cover these expenses?

It's important to clarify that the guest indeed covers all cleaning and laundry fees. These fees are collected from the guest in one consolidated payment when they reserve your Airbnb listing. As a result, you won't receive a separate deposit into your bank account for cleaning fees (it's all included in a single Airbnb payout), but you can trust that the cleaning fees have been taken care of. The funds being withdrawn from your account to pay the cleaning and laundry providers simply represent the transfer of the funds that were initially paid by the guests. We handle all the administrative aspects for you to streamline the process. Should you have any questions or require details about specific cleaning or laundry fees, we consistently provide you with a breakdown of income and related fees for each guest stay. This information is accessible in the billing section of your Dashboard and is also sent to you via email for your reference.

How do cleaning and laundry services operate with ArendApartment?

At ArendApartment, we hold our cleaning standards to an exceptionally high level. We exclusively engage professional cleaning companies or cleaners who come highly recommended by other hosts in our network. To ensure the quality of our cleaning services, we invite guests to assess the cleanliness of the property as soon as they arrive. This real-time feedback system enables us to consistently maintain high standards and also recognize and reward our hardworking cleaners. During the cleaning process, we also manage laundry services. Our cleaners take care of tasks such as making the beds, providing fresh towels, and replacing used linens with clean ones. To guarantee a hotel-quality experience, we collaborate with third-party laundry companies to ensure that our guests always have access to fresh linens of the highest quality.

I noticed a line item for "Additional expenses incurred" on a recent housekeeping invoice - can you explain what this covers?

Certainly! The "Additional expenses incurred" line item on your housekeeping invoice refers to any extra costs that our cleaners may have incurred during the cleaning process. These expenses typically include the purchase of replenishments like toilet paper, bin liners, and other essential cleaning products required to maintain the quality of the cleaning service. Our cleaners personally cover these expenses at the time of purchase and provide us with the corresponding receipts. We then pass these charges on to you for transparency. If you ever have any questions or uncertainties about what specific charges are related to, you are welcome to request to see the receipt, which will provide a detailed breakdown of these additional expenses.

What are the ongoing costs I should be aware of? There are several ongoing costs to consider:

1. Airbnb Fees: Airbnb charges 15% of your total income, plus VAT/GST if applicable. 2. Management Fee: Our management fee, plus VAT/GST, is calculated based on your gross platform earnings. This includes income from booked nights and the cleaning fee. 3. Property Essentials: We provide you with a property essentials checklist during onboarding. This includes an initial supply of cleaning supplies and guest essentials like toilet paper, bin liners, and toiletries. Our cleaning team will restock these items as needed, and the cost of these supplies is passed on to you at cost. 4. Cleaning Fee: Guests cover the cost of the cleaning fee, which includes laundry, when they make a reservation at your property. This fee is then passed on to our cleaning and laundry service providers. These ongoing costs ensure the smooth operation and maintenance of your property for guests.

Why is ArendApartment's commission calculated on the gross payout from the booking?

Our commission structure aligns with industry standards and is consistent with how platforms like Airbnb and other booking services charge their commission fees. This approach is automated, ensuring a streamlined and timely payment process for hosts. Calculating commissions after factoring in various deductions would be complex and less efficient, so by working with the gross payout, we can provide hosts with a more seamless experience.

Where can I see my invoices?

The “Billing” section of your ArendApartment Dashboard has all invoices related to individual guest stays, cleans, linen delivery, our fees, and services such as maintenance. You can access your invoices in the "Billing" section of your ArendApartment Dashboard. This section contains all invoices related to individual guest stays, cleaning services, linen delivery, ArendApartment fees, and any additional services like maintenance.

What occupancy rate can I anticipate?

Our goal is to achieve an average monthly occupancy rate of 70% to 80% of booked nights. However, please keep in mind that this rate can fluctuate depending on factors such as the time of year, other bookings, your chosen pricing strategy, and various other considerations. For example, in Saint-Petersburg our average occupancy rate is about 95%.

When can I expect bookings for my property?

The timing of bookings can vary depending on several factors, including your property's location and the time of year, as some locations experience high variability based on seasonality. On average, we observe that listings are typically 40% to 60% booked up one month in advance, with the remaining nights getting booked within the same month. It's important to note that even if some nights aren't initially booked, we often receive same-day or short-notice booking requests. Additionally, if you're new to Airbnb, it's important to understand that it may take some time to build up guest reviews. Travelers often rely on host ratings to make their booking decisions. The more positive reviews you accumulate, the more likely your property is to attract bookings.

Why does the pricing for my listing fluctuate from night to night? The nightly rates for your listing can change due to several factors, including:

1. Seasonality: Prices are influenced by the time of year. Peak seasons or holidays often result in higher rates, while off-peak times may have lower prices. 2. Special Events: Pricing can also be affected by nearby special events or local festivals that may increase demand. 3. Weekends vs. Weeknights: Weekends and weeknights may be priced differently based on varying demand patterns. 4. Booking Proximity: Prices can vary based on how close the stay is to the current date. For example, a booking for next week might have a different rate than one for two months from now. 5. Optimizing Occupancy: Sometimes, to encourage bookings for small blocks of unoccupied nights (e.g., two consecutive weeknights), we may adjust the price lower. These bookings can be more challenging to secure. It's important to note that if you have set a minimum price for your listing, we will not go below this threshold without obtaining your approval. This gives you control over the lowest price your property can be listed at.

How can I have control over the pricing of my listing?

We have a team of commercial analysts dedicated to maintaining high daily rental rates and occupancy rates through our dynamic pricing strategy. As a result, we typically advise against manually altering the pricing. However, if you have a specific pricing adjustment or wish to set a minimum threshold, you can reach out to your dedicated support team, and they will make these changes for you. It's important to note that altering your listing's price can have an impact on factors like the occupancy rate, so it should be done with careful consideration.

How do you optimize returns from my listing?

Our approach to maximizing returns involves several key steps: 1. Dynamic Pricing Strategy: We utilize a dynamic pricing strategy, driven by our purpose-built algorithm, which is integrated with Airbnb. This allows us to continuously monitor market demand and adjust daily rental rates as needed. 2. Regular Monitoring: Our team of commercial analysts regularly monitors the performance of your listing. They assess factors like daily rates, occupancy rates, and market conditions to ensure your property is competitively priced. 3. Flexible Pricing: We are flexible in setting the initial base rate for your property, taking into account market trends and your preferences. We also accommodate minimum rates if requested. By implementing these strategies, we aim to keep both the daily rental rate and occupancy rate as high as possible, ultimately maximizing returns for your property.

Do I have to pay an extra fee for professional Airbnb photography?

If you become a full-time host with us, you will receive professional photography and lockbox installation as part of our service, and there won't be an additional fee. However, for our flexible hosts, there is an onboarding fee of £150 for photography and lockbox installation. This fee covers the cost of these services.

Can I write my listing description?

Of course, you can help write your Airbnb listing description. You know your property better than anyone else! ArendApartment will work closely with you to gather the information needed to create the perfect listing for potential guests. Throughout the listing creation process, you'll be in touch with our onboarding team, and you can easily upload information about your rental property via our host dashboard. Your input and knowledge of your property are valuable in creating an appealing and accurate listing.

How many photos will you take for my Airbnb listing?

Typically, our listings feature around 15 to 30 photos. However, we prioritize quality over quantity when it comes to uploading room images. The number of photographs taken will depend on the size of your property and the need to effectively showcase your home without overwhelming potential guests. While Airbnb allows a maximum of 100 photographs to be uploaded, we choose to select two to four shots of each room. These selected photographs are carefully curated to provide the best representation of your space. Our team employs professional editing software to enhance these photographs, and they will also select a standout cover image. The first 5 photos in your listing are of utmost importance as they serve as a sneak peek into your property's unique personality. They appear before potential guests click into your listing's full photo collection and play a crucial role in making a strong first impression. We'll ensure that these initial photos showcase your property's best features.Typically, our listings feature around 15 to 30 photos. However, we prioritize quality over quantity when it comes to uploading room images. The number of photographs taken will depend on the size of your property and the need to effectively showcase your home without overwhelming potential guests. While Airbnb allows a maximum of 100 photographs to be uploaded, we choose to select two to four shots of each room. These selected photographs are carefully curated to provide the best representation of your space. Our team employs professional editing software to enhance these photographs, and they will also select a standout cover image. The first 5 photos in your listing are of utmost importance as they serve as a sneak peek into your property's unique personality. They appear before potential guests click into your listing's full photo collection and play a crucial role in making a strong first impression. We'll ensure that these initial photos showcase your property's best features.

Does Airbnb permit the use of professional images taken outside of the platform?

Yes, Airbnb allows the use of photographs taken by professional services, even if they were not taken by Airbnb's own photography team. Many hosts, including those using Houst, have successfully listed their properties on Airbnb with professional images taken outside of the platform.

How quickly can you list my property?

We can have your property up and running on the platform in under a week. The exact timeline for listing your property will depend on how quickly you can provide us with the necessary key information. If you're dedicated to the process, it can be done swiftly.

Which booking websites will you list my property on?

The websites where we list your property will depend on the length of the rental you'd like to advertise. Our lettings strategy encompasses short-term, medium-term, and long-term rentals to maximize your revenue. You can discuss your preferred rental durations with your account manager, and you can also update your preferences using our digital host dashboard. If you'd like to exclude your property from a particular platform, just let us know. For short-term listings, we utilize the following booking websites: Airbnb, Booking.com, Vrbo, and Expedia. For longer-term rentals, we can list your property on the following websites: Zoopla, HomeLike, RightMove, Spotahome, Morning Croissant, CityLets, NestPicks, and UniPlaces.

Can I use ArendApartment if my property is not already listed on Airbnb?

Absolutely! ArendApartment can assist you in listing your property on Airbnb (and other websites, if desired) from the very beginning. We'll handle the entire listing process, making it easy for you to get started.

Do I need any certificates to list my property?

The specific documents required may vary depending on the market, but we do expect your property to be fully compliant with all local health and safety regulations, as well as any government rules and regulations. We recommend contacting your gas and electricity suppliers for an up-to-date safety inspection, and it's important to ensure that all fire and carbon monoxide alarms are operational before hosting. Compliance with these safety measures is essential for listing your property with us.

How long will it take before I start earning?

If you're ready to begin right away, we can have your property listed within a week. Once your property is listed, and you've set its availability, you can start accepting bookings. Payments will be made to you following each guest's check-out, rather than on a monthly basis, allowing you to earn from your property quickly.

How do you screen potential guests with ArendApartment?

We have a comprehensive guest vetting process that involves three key steps to ensure the safety and legitimacy of guests: 1. Official ID Verification: We utilize official ID verification software to verify the authenticity of guests. If the booking is made through Airbnb, this verification is done through Airbnb's own process. If the booking is made through another platform, we use a third-party verification platform to confirm the guest's identity. This step provides peace of mind and security, especially for hosts listing their properties on multiple platforms. 2. Payment Verification: We use an application programming interface (API) when processing payments from guests. This allows us to automatically detect and identify any fraudulent activity related to payments. 3. Manual Verification by Experts: Our expert team is trained to identify potential red flags. They manually cross-reference guest details to triple-check the authenticity of potential guests before accepting a booking. This manual review further enhances the guest vetting process. These steps collectively ensure that guests are legitimate and provide hosts with a higher level of security and confidence when accepting bookings.

What should I do if my property cannot accommodate a wall-mounted or railing lockbox?

If your property isn't suitable for a wall-mounted or railing lockbox, we have an alternative solution available: a smart key exchange service. Normally, this service costs just over £20 per month, but it's covered by our pricing plan. Here's how it works: 1. Secure Key Exchange Service: We use a secure, third-party key exchange service with over 4,000 key collection points that are open 24/7. 2. Key Collection Code: We'll send the key collection code and location to your guest in advance. They can simply go to the specified location, enter the code, and collect their key. 3. Tracking: We track the key's journey to ensure security. This way, we always know whose hands the key is in at all times. This alternative key exchange service offers convenience and security for both hosts and guests when a traditional lockbox is not feasible for your property.

Are my keys safe in the lockbox?

The security of your property is our top priority, and we use two different types of lockboxes to ensure the safety of your keys, depending on whether we're installing a wall-mounted or railing lockbox. For wall-mounted lockboxes, we use the Supra C500 Police Accredited KeySafe. This lockbox has undergone rigorous testing devised by security experts and is as resistant to attacks as a domestic front door. It has also received official police accreditation. For railing lockboxes, we use the MasterLock 5414. Manufactured by one of the most trusted security brands, this lockbox features a solid zinc body and a dual-locking system for added security. These lockboxes are widely used by organizations like Britain's NHS to access homes requiring social care. To enhance safety further, your keys are tagged with a unique home code, and we also keep spare keys securely locked away in our office. It's important to note that the lockboxes are typically empty, as either your guests or our cleaners will have the keys. The lockbox is primarily used on changeover days. Rest assured that we take security seriously to protect your property and keys.

What happens if a guest damages my property?

If any damage occurs to your property during a guest's stay, our housekeeping team will promptly notify us as soon as they detect the issue and will provide photographic evidence. We will then take the following steps: 1. Contact the Guest: We will reach out to the guest through the platform they used to make the booking. We will inform them of the damage and request that they cover the associated repair or replacement costs. 2. Resolution through Platform: If the guest agrees to cover the costs, we will arrange for the necessary repairs or replacements. However, if the guest refuses to pay for the damages, we will escalate the case. 3. Escalation: Depending on the booking platform used (e.g., Airbnb or others), we will escalate the case to the platform's resolution center or dispute resolution process. This will involve providing evidence of the damage and the guest's refusal to pay 4. Insurance Coverage: In some cases, if you have host insurance, the damages may be covered by the insurance policy, and we will initiate a claim on your behalf. Our goal is to ensure that any damages to your property are addressed promptly and that you are fairly compensated for any expenses incurred due to guest-related damages.

Manage my property

Leave us your request and we will contact you as soon as possible

    Reach