Owner FAQs

Property Owner and Investor FAQs

New Owners

General Information

What services are included in your property management package?

We offer a comprehensive range of property management services, including marketing, guest or tenant screening, bookings, cleaning and linen management, property maintenance, and financial reporting. Our packages are tailored to suit your preferences, whether you want full management or a more hands-on approach.

How do I get started with Property Providers?

Getting started is simple. Submit your details through our “List My Property” form, and we’ll schedule an initial consultation. During this meeting, we’ll appraise your property, discuss your goals, and create a customised management plan to maximise your returns.

What is the difference between short-term and long-term rentals?

Short-term rentals cater to guests seeking stays of less than six months and operate under a licensing model, offering flexibility and dynamic pricing. Long-term rentals involve leases governed by strict regulations, providing steady income but less flexibility. Each model has distinct advantages, and we’ll help you decide which suits your property.

How does Property Providers differ from other agencies?

Unlike traditional agencies, we specialise in premium short-term and long-term rentals, offering flexible packages, dynamic pricing, and proactive property management. With a hospitality-centric approach, our team ensures your property is marketed effectively and cared for like a five-star hotel.

Is my property suitable for Property Providers?

We manage premium properties in Sydney’s Lower North Shore and Northern Beaches, focusing on areas like Mosman and Manly. To attract high-calibre tenants or guests, your property should be in excellent condition, thoughtfully furnished, and offer the quality expected of executive stays.

Do you offer flexible property management packages?

Yes, our services are tailored to your needs. Whether you prefer full-service management or a Booking Agent Agreement to handle specific aspects yourself, we offer flexible solutions to meet your goals.

What are the benefits of working with Property Providers?

With over a decade of experience, we bring expertise in marketing, guest screening, and property care. Our dynamic pricing strategy maximises your returns, while our proactive management ensures your property is always guest-ready and compliant with regulations.

Costs

What fees are involved in property management, and how are they structured?

Our fees are transparent and performance-based, covering management services, marketing, cleaning, and linen. Owners will receive detailed monthly statements, ensuring you know exactly how your rental income is allocated.

How do you determine the rental value of my property?

We analyse local market trends, seasonal demand, and comparable properties to set a competitive price. Using dynamic pricing tools, we adjust rates to maximise returns while maintaining high occupancy levels.

Are there any hidden costs I should be aware of?

No, we pride ourselves on transparency. All costs, including management fees, cleaning, linen, and maintenance, are outlined during onboarding and detailed in your monthly statements.

What is the annual advertising fee, and what does it cover?

The annual advertising fee covers professional listing creation, multi-platform promotion, SEO optimisation, and ongoing updates to keep your property competitive. This ensures maximum exposure and appeal.

Is photography included in the initial listing costs?

Photography is offered at discounted rates through our trusted professionals. High-quality images are crucial for attracting premium tenants or guests.

Do I need to pay for cleaning or linen services upfront?

Cleaning and linen services are billed as part of your monthly expenses after each guest stay. These costs ensure your property is maintained to a high standard and ready for the next booking.

How are property maintenance costs handled?

Routine maintenance costs are discussed with you beforehand, while urgent repairs are addressed immediately to protect your property. Costs are included in your monthly statement for transparency.

What is the initiation fee, and what does it include?

The initiation fee is a one-time charge covering property appraisal, onboarding, marketing setup, and integration into our management system. This ensures your property is prepared for success from day one.

Marketing & Onboarding

How will my property be marketed?

We use a multi-channel marketing strategy, including online travel platforms, social media, SEO-optimised listings, and targeted email campaigns. Professional photos and engaging descriptions highlight your property’s unique appeal.

What’s the process for professional photography and listing?

We coordinate professional photography and create a compelling listing with detailed descriptions and SEO optimisation. Your property will be showcased to its full potential, attracting the right guests or tenants.

How long does it take to get my property guest-ready?

The process typically takes 7–10 business days, depending on property readiness and the completion of photography. We ensure every detail is handled to present your property at its best.

Can I use my own photographer or stager for the property?

Yes, you can use your preferred photographer or stager, provided the output meets our quality standards. We’re happy to collaborate to ensure the property is presented effectively.

What platforms will my property be advertised on?

Your property will be listed on major booking platforms, including our website, Airbnb, and corporate relocation channels. This multi-platform approach ensures maximum exposure to a diverse audience.

Insurance & Compliance

Do I need landlord insurance, and what does it cover?

Yes, landlord insurance is essential. It protects against damage, liability, and loss of rental income. We can refer you to trusted providers tailored to short- or long-term rentals.

What are the fire compliance requirements for my property?

Your property must have smoke alarms, fire extinguishers, and an evacuation plan to meet NSW fire compliance standards. We guide you through these requirements to ensure full compliance.

Does my property need to be registered for short-term rentals?

Yes, short-term rental properties must be registered with the NSW government. We handle the registration process for you, including renewals, to keep your property compliant.

How do you ensure my property complies with local regulations?

Our team stays updated on local laws and regulations, ensuring your property adheres to zoning, insurance, and safety standards. Compliance is a top priority to minimise risks.

Do I need to include a pool compliance certificate for my property?

Yes, pool compliance certificates are required for properties with pools. This ensures safety standards are met, protecting both you and your guests. We can assist with obtaining the necessary certification.

Property Features

What features are most important for attracting tenants?

Key features include modern amenities, high-quality furnishings, a convenient location, and standout extras like pools or views. Well-maintained properties with thoughtful touches tend to attract premium tenants.

Can I make modifications to my property during the contract?

Yes, minor modifications can be made with prior approval. For significant changes, please consult with us to ensure the updates align with rental regulations and guest expectations.

What’s the best way to furnish my property for rentals?

Choose durable, stylish furniture that balances comfort and functionality. Neutral colours, quality appliances, and thoughtful decor create a welcoming environment for tenants or guests.

Do you have styling services to improve property appeal?

Yes, we partner with experienced interior designers who can style your property to enhance its appeal. This investment often leads to higher rental yields and better tenant satisfaction.

Can I rent my property unfurnished?

Yes, we manage both furnished and unfurnished properties. Furnished rentals tend to attract higher rates and short-term tenants, while unfurnished properties suit long-term leases. We’ll help determine the best option for your goals.

Current Owners

Bookings

How can I see my bookings as a property owner?

You can view all your confirmed and past bookings through the Owner Portal. This platform provides real-time updates, making it easy to track occupancy and manage your property’s calendar.

Can I stay at my property when it’s not booked?

Yes, as an owner, you can block off dates to use your property for personal stays. Simply reserve the dates in the Owner Portal or contact us directly. A booking fee, cleaning fee and linen fee apply to prepare the property for the next guest.

How do you handle overlapping booking requests?

Our system ensures that booking calendars are updated in real time to prevent overlaps. In rare cases of conflicting requests, we prioritise based on the first confirmed enquiry and communicate promptly with affected parties.

What happens if a booking is cancelled by a guest?

If a guest cancels, funds already paid are handled according to the cancellation policy. This typically includes retaining a percentage of the booking and specific fees. We actively work to rebook the property to minimise revenue loss.

Can I approve or reject bookings before confirmation?

Yes, owners can approve or reject bookings in certain scenarios before the booking is confirmed with the guest. Booking approval preferences are discussed during onboarding and tailored to your needs, ensuring you maintain control over who stays in your property.

How quickly do you respond to booking enquiries?

We respond to booking enquiries within hours, often faster. Our dedicated team ensures timely communication, increasing the likelihood of securing high-quality bookings.

What are the penalties if I cancel a booking as the owner?

Cancelling a confirmed booking incurs penalties, including covering guest relocation costs, compensation, lost agency revenue, plus booking fees and charges. These fees protect our brand reputation and minimise disruptions for guests. We encourage proactive planning to avoid cancellations.

Finances

When and how do I get paid?

Payments are processed on the 8th of each month for bookings completed in the previous month. Funds are transferred directly to your nominated account, with detailed statements available in the Owner Portal.

Why do short-term rental management fees seem higher than long-term?

Short-term rentals require more intensive management, including guest services, frequent cleaning, dynamic pricing, and compliance with short-stay regulations. These services add value by maximising occupancy and revenue.

How do you calculate cleaning and linen fees for owners?

Owners are charged a percentage contribution of guest cleaning and linen costs. These fees cover high-quality cleaning services and hotel-grade linen, ensuring consistent guest experiences and maintaining property standards. Specific costs are outlined in your agency agreement with us.

Can I see a breakdown of my rental income and expenses?

Yes, detailed monthly statements are provided via the Owner Portal. These include rental income, management fees, cleaning costs, and any additional charges, ensuring full financial transparency.

Are fees adjusted for bookings during holidays or peak seasons?

Yes, we adjust rates during holidays and peak seasons to maximise returns. We use market-driven dynamic pricing, where possible, to maximise owner returns and occupancy. Management fees are consistent throughout the year and costs are outlined in your agency agreement with us.

What happens to funds if a guest cancels a confirmed booking?

If a guest cancels, funds for cancelled rental nights retained under the cancellation policy are credited to you. We also prioritise rebooking the property to minimise lost income.

Do you handle utility payments for tenants?

For medium and long-term stays, tenants are responsible for their own utility payments. For short-term stays, utility costs are included in the nightly rate.

Are there additional fees for Sunday or public holiday bookings?

Yes, a surcharge applies to bookings that arrive or exit on a Sunday and public holiday. These fees reflect higher labour costs during these times.

Maintenance

How do you handle maintenance and repairs?

Maintenance requests are logged and prioritised based on urgency. Our trusted tradespeople address repairs quickly, with costs discussed with you for larger issues. Guests are informed of timelines to ensure satisfaction.

Can I use my own cleaner for my property?

For short-term rentals, we use specific hospitality standard professional cleaning partners and insist all owners (except those on Booking Agent Agreements) use our cleaners to ensure consistent outcomes and quality standards, which ensure your property is guest-ready. To prepare your property to lease, owners may choose to use their own cleaner as long as the property is prepared for an ‘end of lease’ clean standard before your exit.

Do you conduct regular property inspections?

Yes, inspections are conducted after every guest stay and periodically during long-term tenancies. These help maintain property standards and identify any issues early.

What happens if urgent maintenance is needed?

Urgent maintenance is prioritised immediately. For emergencies, such as plumbing or electrical faults, we dispatch tradespeople promptly. You’re notified of actions taken and associated costs.

How are maintenance requests prioritised?

Requests are categorised based on urgency. Safety-related issues are addressed immediately, while routine maintenance is scheduled to minimise disruptions. Our proactive approach ensures long-term property health.

Communication & Reporting

What reporting can I expect, and how often will I receive updates?

You’ll receive monthly financial reports detailing income, expenses, and occupancy. Additionally, updates are shared for significant events, including repairs, guest feedback, or market changes.

How do you notify owners of new bookings?

Owners are notified when bookings are requested (unless the booking is instant book) and confirmed. These emails include details such as guest arrival and departure dates, booking value, and guest profiles.

Can I access financial reports through an owner portal?

Yes, the Owner Portal provides access to detailed financial reports, including monthly income statements and expense breakdowns. An end-of-financial-year summary is also provided. This ensures transparency and simplifies end-of-year tax reporting.

How do you ensure transparency in guest interactions?

We maintain open communication with guests, resolving issues promptly and documenting key interactions. Guest feedback is shared with owners to keep you informed about their experiences. Unless you have a Booking Agent agreement, we ask owners to refrain from interacting with guests, which can cause confusion and potential conflict.

Will I be informed of guest feedback?

Yes, guest feedback is shared regularly. Positive reviews highlight your property’s strengths, while constructive feedback helps identify opportunities for improvement.

Policy Adjustments

Can I change my service package if my needs evolve?

Yes, our services can be flexible. Whether you need more involvement or wish to scale back, we’ll adjust your service package to align with your current goals and preferences. Any changes apply after the notice period shown under your agreement.

What’s the process for selling my property while it’s under management?

If you decide to sell, we can work with you to maintain rental income during the sales process. This offsets agent commissions and maximises returns while transitioning ownership. If existing short-term bookings are impacted, then owner cancellation fees may apply. Any existing lease agreement must be fulfilled after the sale. Check the owner cancellation policy or the lease terms for full details.

Can I increase or decrease my property’s rental price?

Rental prices can be dynamically adjusted based on market trends. If you wish to set specific rates, we’ll incorporate your preferences into our pricing strategy.

How do you handle long-term bookings differently from short-term?

Long-term bookings may involve detailed lease agreements, periodic inspections, and tenant management, while short-term bookings focus on dynamic pricing, guest turnover, and daily operations. Each is tailored to your property’s needs.

Is there a penalty for terminating the contract early?

Early termination may incur a penalty depending on your agreement terms. These fees reflect the administrative and operational costs of transitioning your property out of our management plus any applicable cancellation policies.