You have questions. We have answers.
FAQs
CLEANING
What kind of products do you use?
We use professional-grade, hospitality-standard cleaning products that are both highly effective and carefully selected to protect the quality of your property. Wherever possible, we prioritise eco-conscious, non-toxic solutions that are tough on bacteria and viruses yet gentle on premium surfaces such as marble, hardwood, stainless steel, and fine fabrics. Our team uses specialist products designed for luxury finishes, ensuring there is no residue, damage, or overpowering chemical scent. In addition, we utilise high-performance equipment — including HEPA-filter vacuums and microfibre systems — to deliver a deeper, more refined clean. Every product we use is chosen with two priorities in mind: impeccable results and long-term preservation of your home.
What happens if I have a last minute booking?
We understand that last-minute bookings are part of the holiday rental market — and we’re structured to respond quickly without compromising standards. Our team operates with flexible scheduling and coordinated communication across cleaning, maintenance, and co-hosting, allowing us to mobilise efficiently when needed.
If a short-notice booking comes in, we prioritise the property for immediate preparation, conduct an accelerated yet meticulous turnover, and ensure all inspections are completed before guest arrival. Linen, amenities, and welcome details are handled with the same care as any scheduled stay, and any urgent maintenance checks are addressed simultaneously.
Our goal is simple: even with limited notice, your guests experience the same flawless presentation and seamless service as they would with weeks of planning.
How many cleaners do you have in your team?
We have a dedicated team of 12 trained cleaning professionals, carefully selected for their attention to detail, reliability, and experience within luxury holiday properties. This allows us to operate in coordinated teams, ensuring each property is cleaned efficiently while maintaining meticulous five-star standards.
With 12 team members, we have the capacity to manage multiple changeovers, larger homes, and last-minute bookings without compromising quality. Every clean is supported by structured checklists and quality control checks, so regardless of which team attends your property, the standard remains consistently impeccable.
Are there any additional fees on the rate card?
Yes, there can be additional fees, but these are limited to extra cleaning items required after a guest stays. Any such charges are applied directly to the guest from their security bond, ensuring transparency for both property owners and guests.
What if a guest asks for a refund that is not reasonable?
If a guest requests a refund that isn’t justified, we handle it professionally and fairly by relying on thorough documentation. Our team captures time-stamped photos and videos during every turnover and inspection, providing clear evidence of the property’s condition, cleanliness, and maintenance. This ensures any disputes can be resolved transparently, protecting both the property owner and the integrity of the guest experience. By combining detailed records with clear communication, we minimize misunderstandings and maintain trust on all sides.
FAQs
MAINTENANCE
Are you insured to do maintenance work?
Yes, our maintenance team is fully insured to carry out all authorised work on your property. This includes coverage for accidental damage, liability, and professional indemnity, giving you peace of mind that any repairs or servicing are carried out safely, responsibly, and to the highest standards. Our insurance, combined with our trained professionals and strict safety protocols, ensures your property is protected throughout every maintenance task.
How often should you be at the property?
The frequency of visits depends on the property type, occupancy, and guest turnover, but for luxury holiday rentals, we recommend a structured schedule to maintain both presentation and functionality.
Typically, our team attends every second to third changeover to ensure the property is audited and any minor maintenance issues are addressed. In addition, we schedule regular preventative maintenance visits — often monthly or quarterly — to service systems, inspect high-use areas, and proactively address potential wear and tear.
This combination of turnover and scheduled checks ensures the property remains in impeccable condition at all times, protecting your investment and consistently delivering a flawless experience for guests.
What are the trade services you offer?
We offer a full suite of trade services to maintain and enhance your luxury property, ensuring it remains in flawless condition for every guest. Our trade services include:
General Property Maintenance: Emergency repairs, preventative inspections, and coordinated solutions for multi-trade issues.
Installations: Furniture, sun canopies, BBQ, outdoor entertaining, bedding, storage.
Safety & Security: Locking solutions, STRA compliance, smoke detectors, security cameras, and pool compliance.
Basic Plumbing Issues: Repairs, leak detection, tap and fixture replacements, and bathroom maintenance.
Carpentry & Joinery: Repairs, furniture maintenance, door and cabinet adjustments, and bespoke fittings.
Painting, Plastering & Decorating: Patching, Touch-ups, full repaints, and wall or surface maintenance to preserve aesthetics.
Pool & Outdoor Maintenance: Pool systems, hot tubs, decking, and irrigation servicing. As well as garden maintenance.
All work is carried out by trained professionals, fully insured, and coordinated to minimise disruption, preserving the luxury standard of your property at all times.
How much do you charge?
Our trade services are charged at $95 + GST per hour per trade, with any required materials billed separately. This ensures transparency, so you only pay for the time and resources needed to maintain or repair your property. All work is carried out by trained, insured professionals who specialise in luxury holiday homes, providing both reliability and high-quality results.
What happens if I am not happy with the quality of finished works?
If you are not completely satisfied with the quality of any completed work, we take immediate action to address it. We prioritise clear communication and swift resolution, revisiting the property as needed to rectify any issues to the agreed standard. Our tradespeople are trained to deliver premium results, and we stand by our work, ensuring that every repair or maintenance task meets the high expectations of luxury property care. Your satisfaction is our priority, and we will not consider a job complete until it aligns with both your and our standards.
FAQs
CO-HOSTING
What if I am already running my AirBNB?
That’s great—many of our owners come to us with established listings. But managing an Airbnb and optimising an Airbnb are two very different things. Its a big job juggling messaging, cleaning schedules, pricing, maintenance and guest expectations. Our boutique management and local expertise streamline everything from guest communication to cleaning, maintenance, pricing and problem-solving. You stay in control of your property, while we save you hours each week and elevate the guest experience at the same time.
Why should I use a co-host?
Co-hosting is the perfect way to enjoy the rewards of short-term renting without the day-to-day workload. In a co-host arrangement, you remain the property owner and stay in control, while a trusted partner—like us—handles the tasks that take up your time. That includes guest communication, cleaning coordination, managing trades, listing optimisation, pricing, troubleshooting and creating a smooth, memorable experience for every stay. It’s a collaboration: you supply the home, and we bring the expertise, local knowledge and boutique touch that keeps guests happy and your calendar full. Co-hosting lets you earn more, stress less, and reclaim your time while your Airbnb runs beautifully in the background.
What if only need some services?
That’s no problem—our management is fully flexible. Some owners love handing everything over, while others just want support with specific tasks like guest messaging, cleaning coordination, staging, or pricing. We tailor our services to exactly what you need, so you only pay for the parts that save you time and add value. It’s boutique support on your terms, designed to make hosting easier without committing to a full management package.
What are your fees?
Our fees are simple, transparent, and designed to suit different levels of support. We offer flexible packages—from full-service management to select add-on options—so you only pay for what you actually need. Whether it’s complete hosting, co-hosting, or individual services like staging, concierge support, or guest communication, we tailor our pricing to your property and the level of involvement you prefer. No hidden costs, no surprises—just clear value and a service that pays for itself in time saved and improved performance.
What happens if there is damage to my property?
We take the protection of your property seriously. All stays are covered by Airbnb’s Host Guarantee, and we also implement proactive measures—like thorough guest screening, clear house rules, and regular inspections—to minimise risk. In the rare event of damage, we act quickly to document, report, and manage the works or claim process, keeping you informed every step of the way. Our goal is to protect your investment while ensuring guests still enjoy a seamless stay.
What if I only want to rent out my property part of the year?
That’s absolutely fine—our management is fully flexible to fit your schedule. Whether you want to rent seasonally, during peak periods, or just occasionally, we tailor our services to match your availability. You stay in control of your property, while we handle the logistics, guest communication, and preparation only when you choose to host. It’s short-term rental management on your terms, giving you income without the year-round commitment.