Question 1

What if a guest has trouble accessing my home?

Accepted Answer

We provide guests with the check-in details via the platform, email and SMS leading up to the check-in. In the unlikely event that the guest has trouble getting into the home, we have guest services available 24/7 to help talk them through it.

Question 2

Can I communicate with my guests?

Accepted Answer

In order to ensure we provide consistent information to your guests, we ask that all communication goes through Houst. Your listing is hosted on Houst’s Airbnb account and our 24/7 guest experience team is available to respond to any and all guest queries via message or phone call. If you ever want to relay a specific message to one of your guests, please let us know and we’ll get in touch with them on your behalf.

Question 3

How quickly do you respond to guests?

Accepted Answer

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.

Question 4

What ongoing costs will I have?

Accepted Answer

15% (plus VAT/GST) of your total income goes to Airbnb. We charge our management fee (plus VAT/GST) on your gross platform earnings. This includes the booked nights and the cleaning fee.

Question 5

How quickly can you list my property?

Accepted Answer

We can have your property up and running in under a week. The amount of time it takes to list your property will depend on how quickly you can provide us with key information. If you’re committed to the process, it’ll take no time at all.

Question 6

How do you screen potential guests?

Accepted Answer

There are three key steps to our guest vetting process. Firstly, we always use official ID verification software to check that your guests are genuine. If the booking is taken through Airbnb, this is done through Airbnb’s own verification process. If the booking is through another platform, we use a third-party verification platform - giving you peace of mind (and more bookings!) when listing on multiple platforms. Secondly, we use an application programming interface when taking payments from guests, allowing us to automatically identify any fraudulent activity. And lastly, our expert team is trained in identifying potential red flags. Our pros manually cross-reference guest details to triple-check a potential guest is genuine before accepting a booking.

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