Owner – Frequently Asked Questions
To deliver a high-quality service, we require accurate availability for all properties we manage. If owners are unable to fulfil requests for bookings during agreed times and/or have changes to the property’s availability, the impact is significant. Changes and cancellations are extremely disruptive and require considerable resources to effectively manage which results in costs (i.e. merchant costs, additional labour, brand damage etc).
To avoid unnecessary conflict and confusion, the following policy applies so that Property Providers and guests are adequately and fairly protected if owners refuse or cancel bookings.
Why choose us?
Guest and Tenant survey results and fast facts (March 2016):
93% of our guests and tenants would recommend us to friends and family
80% of our customers would rate our cleaning services 4 or 5 stars
85% rated us 4 or 5 stars for quality properties and service
We have accommodated over 3500 guests and currently represent over 150 properties
https://www.propertyproviders.com.au/holiday/Netpromotor
Client and Owner survey results and fast facts:
86% of our customer will use us again and 80% would recommend us to friends and family
92% rated us good or excellent in the overall professionalism
92% met or exceeded expectations as it relates to cleaning
Why use Property Providers? – Why shouldn’t I just do this myself?
Experience:
Property Providers has been managing fully furnished, executive and holiday rentals since 2006. Over this time we have developed and implemented a range of successful strategies that deliver demonstrable results and effectively manage risk.
People:
We have a hand-picked passionate team that we have employed from a range of industries including: Hospitality, Corporate Sales, Recruitment, Property Management & Development, Corporate Relocations and Call Centre Management.
Marketing Power:
Given our high market share, we have real time access to overall vacancy, which provides us the opportunity to make quick adjustments and deliver the best possible outcomes. We are also experts in “cross fertilizing enquiries with suitable properties”. We have a database of 35,000 guests and 500 relocation agents (and growing) that we communicate regularly with.
Operations:
Managing a fully furnished property requires a significant amount of “on the ground” work. We often deliver better results than hands on owner/managers because this is the only thing we do, all day and every day.
Trust Accounting:
All funds are held and dispersed through our registered trust account, providing peace of mind for both owners and guests.
Sale through Service:
We have a “hospitality centric culture” and our point of difference is generating sales through service. Our office has longer operating hours, resulting in us being able to rapidly respond to enquiries. Hence we deliver a higher conversion rate and better outcomes for all parties involved. Importantly, for a range of reasons some guests simply do not want to deal directly with owners.
Housekeeping Operations:
We have partnered with a dedicated housekeeping business that is able to clean 7 days per week, as well as provide 5-star hotel quality linen service. The result is the ability to execute same day changeovers seamlessly which increases occupancy/revenue opportunities.
Legal:
Our terms and conditions are not only robust but also tried and tested and are effective in managing both risks and expectations.
Performance Based Remuneration:
Our remuneration is structured to align our business with the owners’ expectations.
Risk Management Questions
Risk: How do you manage our risk?
Renting your property is NOT risk free which is something that owners should consider, however the risks are very manageable with our in depth risk management processes.
Careful Guest Review:
Risk management starts with us carefully vetting guests. There are tell tale signs of problematic guests and when we get a hint of this, we simply do not work with them. We understand that our clients are allowing us to represent what could be their largest asset, and difficult guests are a risk we are not willing to take on your behalf. Furthermore difficult guests are simply unprofitable for both you the owner and us.
Security Deposit and Authority:
We process and hold a security deposit for every booking on credit card. This covers the cost of damage up to a certain amount, dependent on the size of the property and the length of stay. We always hold full payment prior to release of keys.
Terms and Conditions:
Our terms and conditions have been developed over time and experience. The result is a robust and legally binding commercial contract with guests, which allows us to charge guests for unforeseen damages within reason. All guests approve these terms and conditions prior to accessing the property.
Regular Access:
We access the property regularly (i.e. surprise visit from management or interim cleaning) to see what is happening in the property and ensure it is being well looked after.
References:
We request an application form, ID and LinkedIn profile from all guests so we can understand and be comfortable that prospective guests are responsible and of good character.
Premium Portfolio:
We focus on representing premium properties in desirable locations. Because of the higher price points, we mostly attract premium clientele and intentionally “price out” undesirables.
Neighbour Relations:
We warmly welcome you to share our details with neighbours so that they have a contact to reach out to if there is a problem. This way we can quickly and effectively manage any issues that may arise.
Insurance:
Please see the insurance section below where you will find that we are adequately covered as well as suggestions for your own coverage.
Bad Books:
Over 250 other agents within Australia use the same best practice booking software that we do. There is a bad guest register that automatically flags poor guests that are loaded into the system.
Property Preparation:
Our processes reduce the probability of theft and damage significantly. (Importantly the nature of our premium clientele naturally minimizes problematic issues.)
Property Preparation and Maintenance Questions
Property Preparation: What do I have to do to prepare my property for guests?
Preparation Process:
We have a comprehensive property preparation checklist for you to follow which manages many foreseeable issues. Please request this from a member of our team as it is critical that not too many personal items are left in the property. We have had incidences in the past where guests have felt uncomfortable and have requested to be moved to an alternative property. (Link to property preparation checklist)
Cleaning and Linen:
Who manages the cleaning and linen operations and how does this work?
Cleaning:
Our housekeeping partner must be used for all guest cleans as there are a range of tasks and processes that are required to be fulfilled and delivered to a consistent high standard.
Using your cleaner:
If you would like your cleaner to be involved in the cleaning of the property, we welcome the opportunity for them to work directly for our housekeeping partner as well as conduct the initial preparation clean.
Cleaning Costs Rationale:
Guests pay for exit cleaning, however their perception of how long it takes to clean the property does not include the additional functions that are required (i.e. making beds, packing and transporting linen, taking out the garbage, cleaning BBQ and other appliances and to generally dress/present the property etc). Therefore 30% of the cleaning costs are allocated to the owner to avoid guests feeling that they are being excessively charged. This is considered a direct cost of property rental and is treated similar to that of any other tradesperson and is therefore tax deductible.
Linen:
We supply all the linen for the property (excluding pillows, doonas, blankets, mattress/pillow protectors and beach towels). All linen is 5-star hotel quality and is professionally laundered and pressed.
Linen Use and Costs Rationale:
We use our linen not only to deliver a high consistent standard but also to comply with health and safety standards. The benefit of our linen service is that it allows us to generate additional income for the owner as we can effectively manage same day guest rotations (i.e. higher occupancy). Owners are charged 30% of the linen costs which equates to $13.20 per bed including all the towels. This is to account for general wear and tear and depreciation of our linen stock, which we replace on an ongoing basis.
Maintenance: Who does the gardening and pool maintenance?
Landscaping:
We recommend that you keep your maintenance contractors running as if you were living in the property. However you may want increase the visitations slightly given the higher rates people are paying to enjoy the property.
Swimming Pools:
All pools are different and they have distinct idiosyncrasies. Because of this we recommend that your pool continues to be maintained by your current provider to make sure that it continues to run smoothly and is crystal blue for guests. Please note your pool should have a current safety certificate and adhere to current local legislation (Link to current swimming pool legislation). If you require some additional information or advise as I relates to your pool please let us know and we will be happy to provide you an introduction to one of our trade experts.
Property Management Defined
Properties can be rented in an almost endless number of different ways (i.e. long term vs. short term and furnished vs. unfurnished etc). Irrespective of how the property is rented, Property Management generally includes the following functions/responsibilities:
– Assessing the property in relation to current market conditions, scheduling photography, writing copy, setting rates/rent as well as effectively, accurately and ethically marketing the property
– Managing marketing channels and enquiries from prospective clients/tenants, scheduling and executing inspections.
– Evaluating prospective tenant’s appropriateness relevant to the property (financial and character).
– Effectively negotiating terms between owners and guests (timing, financial, inclusions etc).
– Preparing and lodging compliant documentation and following law and regulations (i.e. preparing leases, lodging bonds with fair trading etc)
– Completing accurate entry/vacate condition reports upon commencement/conclusion of leases**
– Conducting reasonable routine inspections (typically every 3 to 6 months).
– Liaising with tenants as it relates to requests/repair requests and liaising with owners to gain instructions/direction relevant actions to be taken.
– Organizing competitive costs for appropriate trades to execute repairs to building fixtures, electrical, plumbing, carpentry landscaping and major appliances etc (generally speaking attending to furnishings non- fixed electrics, cable TV, internet and the contents is outside scope.)
– Overseeing acceptable completion of work and repairs required.
– Taking all reasonable steps to avoid disruption of the peaceful enjoyment providing adequate notice to owners/tenants regarding their responsibilities to the law.
– Responsible management of the property’s financials within a dedicated ledger attached to a registered trust account. This includes: timely rent collection, receipting rent, processing/paying approved invoices directly relating to the property and disbursements of funds to owners and lastly providing EOFY statements to owners.
– Effectively managing keys register (i.e. including tenants and trade access).
– Maximizing investment return and minimizing property vacancy.
– In relation to short-term rentals <3 months, property management responsibilities extend to:Maintaining the availability and calendars of the property up to date and accurate.
– 7 day a week responsibility for checkin’s/outs and key collection.
– Ensuring the cleaners are organized and work is executed to standard.
– Managing linen requirements.
**Inspections note: It is logistically and financially unfeasible to conduct full inspections on every item of the property on every guest exit for a host of reasons however light inspections are conducted here possible. We can arrange for full inspections to be completed on every rotation at an additional agreed rate.
Property Management:
Fair Wear and Tear vs. Damage
We can provide portable cots and high chairs for babies however we must be informed of this requirement at the time of booking (additional costs do apply). Importantly, many of the properties we manage will be stocked with a range of children’s toys and books for guest enjoyment.
Min. Stay: What is the minimum stay?
As a general rule our minimum stay is 7 nights. On certain occasions we may able to accommodate stays for shorter periods of time however these requests are reviewed on a case by case basis. Consideration of shorter-term bookings is dependent on other bookings surrounding the dates applied for and in consideration of the overall occupancy/vacancy of the property. Broadly, stays under 5 nights present difficulty to owners and neighbors nevertheless, if you have any questions regarding this, please ask one of the members of our team.
Calendar Availability: Why is availability different on advertising portals then on your website?
We are unable to have total control of external web portals. The availability and pricing change on properties across the portfolio on a daily basis and keeping the channels updated is unrealistic. Importantly, the copy on each advertisement encourages guests to refer to Property Providers website for the most up to date information.
Price Variation: Why is the price on the advertising portal different then on your website?
The pricing displayed on channel websites reflects the base rate. Rates do change frequently subject to available supply, length of stay and number of guests. Within the copy of the each advertisement we encourage guests to contact us where we can provide superior one to one service.
Cleaning Fees: Why do I have to pay cleaning fees?
The exit cleaning fee is an incentive for guests to leave the property clean. This cost is variable and is dependent on the size of the property and the condition that it has been left. Cleaning is calculated on the actual time it takes to prepare the property for the next guest. Our quality assurance process is that every property must be cleaned every 13 nights unless otherwise agreed in writing at the time of booking. Upon your request, we can also have our housekeeping team provide fresh linen for all beds. Importantly, like any tradesperson there is a min call out fee.
Linen: Do we have to bring our own sheets?
5-star hotel linen that is commercially laundered is provided in each property to deliver consistent high quality. It is assumed that if a guest is renting a property, all the beds in the entire property will be used. Linen is a requirement and is charged on a per bed basis (includes sheets, towels, doona’s and pillows). Lastly, providing professional linen service provides guests that we exceed health and safety standards.
Utilities: When and why do I have to pay utilities at the property?
Utilities (particularly electricity) are very expensive within Australia. For stays less than 14 nights utility costs are included in the rate. For medium-term stays, (exceeding 14 nights), we charge an average nightly utility fee. This avoids the guest arranging connection and disconnection which can be time consuming and problematic.
Pets and Smoking:
Pets and smoking are strictly prohibited in all Property Providers managed properties unless agreed in writing at the time of booking.
Credit Cards: Why do I have to pay the deposit on a credit card?
To secure your booking, we require the minimum of the security deposit and booking fee to be paid by credit card payment, (we are unable to accept or process debit cards). The tariff or rent itself may be paid via direct deposit to our account by requesting our banking details from a member of our team. Importantly, proof of transfer must be provided and access to the property will only be provided once the total agreed payment has been settled into our account.
Refunding the security deposit back to the credit card is much faster, and allows us to maintain our brand commitment of the security deposit being returned within 5-7 working days. Paying by credit card may provide the guest with the confidence that a financial institution is involved in the transaction and may make available travel insurance (however it is the guests’ responsibility to confirm the features and benefits of their card).
Neither property rental rate nor our property management fee covers the merchant fee therefore this is added to the total.
Any credit card payment must be authorized by the actual person booking accommodation. If the booking is in a different name than the credit card, written consent from the card holder is mandatory to process any payment. Importantly, the person paying is responsible adhere to Property Providers Terms and Conditions.
Please note that your credit card details and identification are secure and will be destroyed 3 months after you exit the property for your comfort and security.
Exiting the Property: What is expected of me when I am leaving?
To avoid additional charges it is important that properties are left in good condition. Please refer to our Guest Exit Instruction
Security Deposit: When will I get my security deposit back?
To secure your booking, we require the minimum of the security deposit and booking fee to be paid by credit card payment, (we are unable to accept or process debit cards). The tariff or rent itself may be paid via direct deposit to our account by requesting our banking details from a member of our team. Importantly, proof of transfer must be provided and access to the property will only be provided once the total agreed payment has been settled into our account.
Guests will recieve their security deposit back on the same card in which it was paid within 7 working days of departure.