Guest Policy: Early Check In & Late Check Out Requests

Company Position:

Property Providers’ vision is to “Help People Live Better” by being Sydney’s most flexible residential rental company. This vision is driven by three core values: Passion, Performance, and Partnership. This policy has been created based on our belief in our guiding principle, that all great long-term partnerships have a solid foundation of mutual respect, mutual reward, mutual investment, and mutual risk.

Background:

At Property Providers, we pride ourselves on being Sydney’s most flexible residential rental company. This is guided by our core values of Passion, Performance, and Partnership. Unlike hotels, our short-term rental properties are unique and geographically dispersed, which introduces operational challenges when accommodating requests for Early Check-Ins and Late Check-Outs.

Guests often assume that arriving early or leaving late are simple and straight forward requests. The reality however is that they are far more complex and involve multiple people and moving parts. Moreover, each property has a specific cleaning team and property management/booking team allocated to it. Because properties are not centralized in one location, teams are required pick, pack, and ship linen, collect keys, and travel to the property to clean/prepare it. Rescheduling these teams/resources is not just a minor adjustment—it involves multiple touchpoints (often where English is a second language) which further increases complexity and inadvertently creates ripple effects. The reality is that sometimes these ripples turn escalate into tidal waves.

We sincerely want our guests to have a great experience. To achieve this, we require adequate time. This time is required to plan, prepare, and check the property, address any previous damage and organise maintenance requirement. By doing so, we hope to proactively minimize any disruption to a guests/tenant stay.

The following policy ensures we balance flexibility with operational efficiency and quality standards.

Agency Policy

Requests require at least 2 working days’ notice and written approval. If a request is approved the guest should contact the agency 2 working days prior to their arrival to check the status.
Purchasing an extra night with at least 2 working days’ notice is the only way a guest can guarantee early entry or leaving late (pending availability of course).
Approval is subject to cleaning existing schedules and operational availability. Charges for early check-ins and late check-outs will be added to the guest’s account and must be settled prior to confirmation. If settlement is not possible then the costs will be deducted from the guest’s security deposit and or claimed through the relevant channel.
If a paid request cannot be delivered for whatever reason, the guest will be refunded/credited.
If a guest arrives early or leaves late without notifying us, the applicable charge will be automatically applied to their account/credit card or channel booking.
Guests understand and accept that there is a possibility of a previous gest arriving early or leaving late which can impact their request and are elements that are outside our circle of control and influence.
Property Providers will not tolerate assertions, demands or aggressions relating to “a right” to early arrival or late departure. Guests are expected to remain courteous, professional, and respectful and to understand that there these requests are multifaceted.
The following charges apply to approved early arrivals and late check outs.

Request	Time	Cost
Early Check-In	9:30 am – 12:00 pm 12:00 pm – 3:00 pm	50% of nightly rate 25% of nightly rate
Late Check-Out	9:30 am – 12:00 pm 12:00 pm – 3:00 pm 3:00pm – Mid-Night	25% of nightly ate 50% of nightly rate Full nightly rate

Note: Min charge for any early/late checkout is $200 AUD +GST

Rationale:

Unlike traditional hotels or resorts the properties we manage are not centralised, nor are they homogenous which effectively eliminates flexibility (i.e. to “change rooms” at the last min to accommodate these types of requests)
Cleaning/Operations teams must pick, pack, and ship linen, collect keys, and travel to individual properties. (i.e. there is limited space and capacity to switch things around”
Properties are unique, requiring specific cleaning teams for each home.
Rescheduling cleaning teams is complex—often three times more work than sticking to the original plan and can create unforeseen ripples.
We want our guests to have a great experience, which requires time to prepare the property properly and address any maintenance issues.
Providing early arrival/late leaving flexibility comes at a cost significantly broader than what one may think because it disrupts a finely tuned operational schedule.

Timing:

This policy is effective from all booking taken/confirmed from January 1^st 2026

Latest update 30 January 2026