Learn how to manage your calendar with Houst

Total read time – three minutes.

Learn how to manage your calendar and review pricing on the Houst host dashboard.

Houst are now official ‘Integration Partners’ with Airbnb. In short, this means that the Houst host dashboard’s connection with Airbnb’s website will be more stable and reliable.

All good news, then. But the move means that you’ll no longer be able to manage your listing settings on Airbnb. Blocking dates, setting minimum nights, changing the price – these will all now be done on the Houst host dashboard.

How to open or block dates on the calendar

Navigate your way to the Calendar tab of the Houst host dashboard.

If you want to open dates:

On the right-hand side, you’ll see the option to enter a ‘Start date’ and an ‘End date’. Choose the start date as the first day from which you’d like the property to be available for bookings. Choose the end date as the day on which you need the property back for – your guest will be able to check-out at 11am on that date.

Below the dates, you can choose between ‘Available’ and ‘Blocked’. Click available. Leave ‘Override price’ blank, and then press ‘Save changes’.

You’ll see that the chosen dates now appear as white on the calendar. This means they’re available to book. Don’t forget to book a clean for the first day!

Tip: if you want to make all dates available, click on ‘Availability Settings’ on the right-hand side. Then select ‘Dates open by default’, and press save.

If you want to block dates:

On the right-hand side, you’ll see the option to enter a ‘Start date’ and an ‘End date’. Choose the start date as the first day on which you need the property back for – your guest will be able to check-out at 11am on that date. Choose the end date as the final day for which the dates should be blocked.

Below the dates, you can choose between ‘Available’ and ‘Blocked’. Click blocked. Choose a reason (so that our teams are kept in the loop), and then press ‘Save changes’.

You’ll see that the chosen dates now appear as grey and struck-through on the calendar. This means they are blocked to bookings.

Tip: if you want to block all dates, click on ‘Availability Settings’ on the right-hand side. Then select ‘Dates unavailable by default’, and press save.

How we set your pricing

Our pricing analysts will proactively monitor and change pricing across our different cities, according to demand. The price at your property changes on an automated basis too (we call this ‘the algorithm’). The price for any given night at your property depends on three different factors:

  • The time of year: summer is peak season, so you’ll have a higher nightly price in these months. Christmas is also a busy period.

  • The day of the week: for example, we price Fridays and Saturdays higher than Mondays or Tuesdays.

  • How far in advance a booking is made: if a guest tries to book six months in advance, they’ll pay a premium. If dates aren’t filled as we approach them, the price begins to come down so we can attract bookings. Prices reach a lowest point just a few days before each date.

Head to the Calendar tab of the Houst host dashboard.

If your property is only active on Airbnb, you’ll see just the one blue number per date. This is the current price of your property.

If you’re also live on platforms like Booking.com, Expedia, and HomeAway then you’ll see two blue figures for each date. The price changes between different platforms due to different platform fees, and the blue numbers reflect this range.

How to manage your pricing

If you’d still like to change the pricing, you can. Click ‘Pricing Settings’ on the right-hand side of the calendar tab.

Here you’ll see an option to change your weekly and monthly discounts. If they’re blank, then they’re on our default settings of 5% and 15% respectively.

You can also change the ‘Dynamic pricing adjustment’ field. This controls our pricing algorithm.

If you choose to increase the ‘Dynamic pricing adjustment’ by 10%, the new prices will be whatever our algorithm thinks is correct (see the previously mentioned factors), plus an additional 10%. Lower it by, say, 20% and it’s our algorithm’s figures minus 20%.

To increase prices by a percentage, just write the number (e.g. 10, 15, 40). To lower prices, write the number with a minus sign (e.g. -10, -15, -40). You don’t need to enter the ‘%’ symbol.

Tip: whatever number you enter, it always alters the original prices set by our algorithm, not the current prices displayed on your calendar (if you’ve previously changed this field, that is).

Once you’re happy with any changes, remember to press ‘Save changes’.

Feel like you want to talk this through? No problem, start a live-chat with us now.


The Houst response to the coronavirus crisis

We’re providing updates on how coronavirus is affecting the homesharing industry, your property, and Houst’s response. We’ll update this rolling blog with new information as and when we have it.

UPDATE – JULY 4TH – AN UPDATE FROM OUR CEO

I sincerely hope that this update finds you and yours well. 

I wanted to provide some clarity about these last few months, the shape of the market today, and some very good reasons for optimism about the future of home rentals. It’s slightly longer than our usual updates, but it’s been a fairly unusual time so I hope you’ll forgive me!

How COVID-19 Affected Houst

The entire travel industry has taken an almighty short-term hit. Houst were no different. We were, I think it is fair to say, unprepared for a global pandemic and lockdown. Cancellations were up 650% year-on-year and bookings reduced by 85%. I am all too aware that behind these statistics lie your listings, your money, and perhaps your livelihood too. I feel your pain acutely, and I look forward to better times ahead for all.

Many of our staff were placed on furlough and our response times have lengthened as a result. For that, I am truly sorry. It was a move we were very much forced to take, but one which ultimately saved scores of jobs and the future of the business.

I’m pleased to say that the introduction of a 24-hour live chat has been successful, and we’ll be keeping this helpful feature for hosts as we emerge from the pandemic and our service returns to normal.

The Current Picture

Many of Houst’s cities are emerging from lockdown. Though bookings remain reduced year-on-year, we’ve recorded a 54% uptick in demand over the last week alone. Cancellations are no higher than usual for this time of year.

We’re confident this is the start of a sustained and strong recovery, and we’re delighted to be welcoming many of our staff back from furlough.

The Future of Travel

Coronavirus is changing the way we travel and home rentals will emerge even stronger than before. Here’s why:
 

Behaviour shift. Health concerns will linger. The industry is already seeing huge demand for holidays, but more people are choosing self-contained homes over busy hotels for the first time. This trend is currently most prominent in the countryside, but as theatres, museums and attractions reopen urban rentals will catch up fast. After switching once, we know that guests are unlikely to go back to hotels. The explosive growth of short-term lets won’t just continue, it’s about to accelerate.
 

Changing workplaces. Jobs are undergoing nothing short of a revolution. But why WFH when you could WFA (work-from-Airbnb)? I’m confident the wider travel industry – especially budget airlines – will be advertising hard for extended city-breaks: work by day, explore at night. 
 

Flexible letting. Consider Zipcar, Rent the Runway, and various bike-sharing schemes. Whatever the commitment – whether it’s transport, fashion or jobs – the trend has long been for greater flexibility. Accommodation is no exception. The locked-in, annual tenancy just doesn’t work for everyone anymore. We’ve seen a huge spike in demand for lets of just a few months, which previously have been widely uncatered for. Find out more.

Enhanced Cleaning

One change to world travel will be a demand for higher cleaning standards. In a recent survey by Airbnb, guests said that concerns about cleanliness were the biggest barrier to making a booking. So it’s vital that our cleans meet raised expectations. 

Recent Airbnb updates on cleaning give our listings a real chance to stand-out. By committing to Airbnb’s new standards, properties will have an ‘Enhanced Clean’ badge prominently displayed on their listing. We’ll also ensure all listings highlight that the property is professionally cleaned.

To make sure we can meet the new requirements, cleaning fees at all properties will increase by £12 per booking for all bookings made after the 4th of July. As always, this difference will be paid for by guests during the booking process.

Thanks again for being a valued member of the Houst community. We’re all looking forward to exciting times ahead.

UPDATE – MAY 26TH – CONTACTING HOUST

Due to Covid-19 we are operating a reduced service and prioritising urgent and critical requests. To help with this we ask that customers contact us through either of the two below methods:

Live Chat: The simplest and quickest way to contact us. A Houst team member will be available to chat from 7am to 6pm and then 8pm to 10pm BST. Live chat can be accessed here.

Email: You can email us either by using the form to the left or by emailing us directly on support@houst.com. We will respond to all enquiries within 72 hours.

UPDATE – APRIL 3RD – HOW WE’LL MANAGE MEDIUM-LENGTH LETS

As part of our response to coronavirus, in the UK we’ll be advertising for medium-length lets (one to six months) at all host properties, where calendar availability allows.

We’ll process these medium-length bookings slightly differently to before, and closer to how we handle holiday short-lets:

  • Our Pricing Analysts will optimise monthly rates.
  • We’ll complete a full guest verification check.
  • We’ll negotiate and accept bookings on your behalf, unless you’ve asked us to contact you first.
  • You’ll just need to digitally sign the contract once everything’s ready.

All listings will be live from Friday 10th April. If you do not wish to be listed for medium-length lets please let us know by opting-out here.

Long-lets with Houst

With a full-time team of seven Lettings Agents, we’re ready to help find longer-term (six months or more) tenants too. In fact, flexible letting – a mix of short, medium and long-term lets – could earn you more than just holiday-letting. Read more about flexible letting here.

To get listed for long-lets too, book a call or drop us a line on lets@houst.com. Together, we can develop a lettings strategy tailored to your property and needs.

UPDATE – MARCH 31ST – AIRBNB ANNOUNCE HOST SUPPORT FUND

Some good news.

Yesterday, Airbnb CEO Brian Chesky announced a $250 million USD support fund for hosts affected by the coronavirus crisis. This announcement also included an update to the existing coronavirus extenuating circumstances policy, which previously refunded guests in full at the host’s cost. Here’s the details:

  1. If a guest cancels their reservation made on or before 14th March, with a check-in date of no later than 31st May, then they will receive a full refund.
  1. Airbnb will now pay you, the host, 25% of what you would’ve received for a cancellation based on your cancellation policy. For example, if you would normally receive £400 through your cancellation policy, Airbnb will pay you 25% of that: £100. To reiterate, the previous policy meant you would have received nothing.
  1. This will also be applied retroactively to any bookings cancelled since 14th March due to coronavirus. Airbnb will be in touch with Houst in early April with more information on any payments owed. Your Account Manager will then contact you with said details.

You can view the full video announcement by Brian Chesky here.

ANNOUNCEMENT – 20TH MARCH – THE HOUST RESPONSE TO THE CORONAVIRUS CRISIS

These are unprecedented times. The impact of coronavirus on global tourism, including short-lets, has been significant and well documented. Our highest priority is everyone’s health and wellbeing, and our thoughts remain with those in wider society most affected by this crisis.

We understand that this will also be an uncertain period for you, our hosts, too. Whilst we recognise that the next few weeks will bring challenges, we have confidence that our strategy is best-placed to protect your earnings with minimised loss of income.

Our strategy

Houst are taking the following five steps to protect host revenue and safeguard guest safety:

  1. Our in-house lettings team have started listing all Houst properties on Prime Location and Zoopla, and will be advertising for medium and longer-term lets immediately. Your calendar will remain open to short-lets.
  1. Our pricing team will reduce nightly rates for all properties on short-let platforms for the next six weeks to encourage bookings. Please consider lowering your minimum nightly price if you’ve set one.
  1. Our Account Management teams will be increasing the default discounts for longer-term bookings on Airbnb. You can adjust this on the calendar tab.
    – Seven days or longer: 10% (previously 5%)
    – One month or longer: 20% (previously 15%)
  1. We encourage you to complete any planned maintenance work now, and book in a deep clean if necessary. Save your available nights for summer and autumn if possible.
  1. Our housekeepers have been instructed to wear disposable gloves during cleaning, wash their hands frequently, and pay particular attention to high-risk touchpoints such as light switches, door handles and keys.

Longer-term outlook

This is a rapidly shifting crisis, and making accurate predictions is difficult. But we believe that there remain strong reasons for optimism:

  • After this crisis passes and travel restrictions are lifted we’re confident that bookings will recover quickly. It is possible that peak season may shift this year further towards autumn.
  • When this happens we expect a stronger than usual demand for travel – particularly business travel. A high demand and potentially low supply of homes could drive nightly rates higher than usual.
  • There is no reason to expect long-term damage to the homesharing industry. Airbnb in particular has seen a consistently strong growth rate, and guest numbers continue to rapidly increase.

Further information

For further information from our platform partners about extenuating circumstances and cancellation policies, please see the below links:

Please contact your Account Manager if you have any questions.

Best wishes to the whole Houst community.

Thanks,

James Jenkins-Yates
Houst CEO and Founder


What is flexible letting? A simple guide.

Flexible Letting Demonstration

Three minute read.

TLDR: Earn the high revenues of short-letting with all the security of a longer-term tenant.

‘Flexible letting’ means combining different types of let to maximise occupancy and earnings throughout the year.

These lets could be:

  • Holiday bookings of just a few nights.
  • Longer visits of 2-3 weeks.
  • Corporate reservations of several weeks or months.
  • Longer-term tenancies of multiple months.

Simple, right?

What’s so good about flexible letting?

Increased revenues: Shorter stays achieve a much higher nightly rate, and business travellers are often happy to pay a higher price for home comforts. But longer-term bookings guarantee income over winter and spring, when demand for short-lets slows a little. Flexible letting gives you the best of both worlds.

Flexibility: Flexible lets are, well, flexible. Circumstances changed? Move back in. Trying to sell? Earn rent in the meantime. In-laws visiting? They don’t have to stay with you. Your property is always yours to use as you see fit.

In demand: There aren’t many homeowners using this strategy. Most still prefer traditional longer tenancies, whilst others have switched to just holiday lets. Combining both is a fairly new strategy, and the payoff is there for those forward-thinking enough to see this gap in the market.

But is there really much demand?

The extreme popularity of short holiday lets is well documented, and there’s a higher demand for mid-length bookings than you might think.

The success of – to name a few – Zipcar, Rent the Runway, and various bike-sharing schemes show an increasing demand to own assets on a part-time basis. The rise of flexi-hours and the gig economy demonstrate that flexible working is in demand too. From cars to jobs, people want commitments to work around their lifestyle, not the other way round.

Their accommodation is no different. In this digital, interconnected world people are more likely to travel or work abroad for extended periods.The traditional, twelve-month, locked-in tenancy doesn’t work for everyone anymore.

Different tenants want different things, and the appetite is there for choice.

Some of our regular tenants include:

  • Corporate travellers
  • Those on work placement
  • Longer-term tourists
  • Family visiting family
  • Friends visiting friends
  • Students
  • Digital Nomads
  • Those on adult gap-years
  • People moving house
  • People completing building work on their house
The Digital Nomad in her natural habitat

Sounds complicated though. How do I get started?

It’s really important to not just dive straight in. Sourcing more bookings, cleaning more regularly, and communicating more often with tenants takes extra work. There is a significant payoff, but be honest with yourself about the additional input required.

Plan ahead: Having a strategy is crucial to maximising returns, and remember that there’s no one-size-fits-all. Familiarise yourself with the regulation in your city. Short-lets will earn best over the busy summer, so most homeowners will use their allowance of days in this peak season. But if you need access to your property in winter, consider saving some of your short-let allowance for then.

Build listings: Diversification is key. Airbnb is a very versatile platform, but many longer-term tenants still prefer to find properties on sites like Rightmove or Zoopla. Expedia and Booking.com have large corporate audiences, too. The more places in which you can advertise your home, the greater your chance of receiving bookings.

Research pricing: Getting pricing right can be tricky at first. A three-month booking doesn’t achieve the same nightly rate as a three-night one, so adjust your pricing accordingly. But don’t undersell yourself either. Overwhelmed with booking requests? You could be earning more.

There’s a lot to consider. Choosing the right partner to help out with strategy, listings and pricing (as well as communication, cleaning and check-in!) can quickly be well worth the commission – it could even earn you more.

How do I pick the right host partner?

Different property management companies have different strengths and weaknesses.

Well-known letting agents, such as Foxtons or Savills, have strong name recognition for potential tenants, as well as significant experience in the long-let market. But traditional agents are expensive, and have been slow to adapt to the growing short-let market. They have limited resources to manage guest communication and check-ins.

There’s also a whole host (excuse the pun) of smaller operators specialising in Airbnb-style lets. These companies can be much better set up to handle the rigours of short-letting, with dedicated guest teams and remote check-in solutions. But these companies often aren’t set up to service longer-term bookings.

Houst deliver both short and long-lets. We have experienced estate agents advertising long-term tenancies in London, Edinburgh, Bristol and Dublin (with more cities to follow). Our lettings teams work alongside the 24/7 Guest Support Team, who have handled over 250,000 short-let bookings to date.

Hosts who join Houst receive a lettings strategy tailored to their property. We list properties on several platforms (with professional photography included) and provide an Account Manager for every host. Our Pricing Team ensure properties are maximising income and – when the bookings start rolling in – our professional housekeepers keep your property looking great.

Sounds interesting? Get in touch. It might be the best thing you do today.


Who are Houst? We’re the world’s largest host management company, helping hosts earn more. More time, more money, more freedom. Check us out.

How Houst Superhost Kay Turned An Empty Studio Into $2000 a Month

As a host, what do you value most?

  1. Is it making sure your guests experience an authentic visit in your city? No problem, let’s draft up a neighborhood guide together and leave goodies for your guests. 
  2. Is it making sure your neighbor friends stay neighbor friends? Fair enough, let’s make sure your listing states how quiet and homey your place is. Even better – let’s get your neighbor hosting too!
  3. Is it earning enough to travel and visit family? Let’s talk numbers – nightly rates and our custom pricing algorithm to start.

Is it all 3 of these? 

Well, if so, let’s talk about advice from our partnered Superhost in San Diego, Kay. 

Kay came to us nearly a year ago after learning that her neighbor friends were hosting with us – and loving it. With a detached studio only used for family and friends, Kay had the ultimate San Diego spot – in the heart of America’s finest city, no less. Within her first weeks, Kay was up and running and absolutely smashing the peak season’s occupancy and reviews.

What’s her secret?

  1. Clear communication

For instance, Kay takes care of things like making sure the trash and recycling are taken out the way her neighbors would want (as they share bins) or leaving treats for guests, while we handle the time intensive tasks. We cover things like making sure the place is in tip top shape for a same day check out and check in or answering guest inquiries.

“I would not want to do this without the backup and work of Houst… If I did this on my own, I would have to have a day or two between every booking.”

Want to hear more from our hosts? Check out some more of our host testimonials.

2. Sharing her expertise

When hosting with us, your home will have specifics that only you have expertise with. Sometimes our cleaners will need to give specific attention to certain appliances or areas that you know have needed work in the past. This is why Kay “makes friends with the cleaners so they know they can contact me if something needs extra work.” Being able to work through specifics like this together is what has helped Kay’s flawless Airbnb reputation so far. We don’t, however, want to give the impression that your most valuable asset – your time – will be used constantly communicating with us while hosting. 

We do all of the time consuming tasks like:

  •  vetting guests
  •  answering inquiries 24/7
  •  scheduling cleans
  •  taking care of damages
  •  opening claims on Airbnb
  •  basically all of the things that would tie you down instead of free you up

Kay’s last hosting trick?

3. Personal touches.

With the help of our hosts like Kay who know how essential “having a good manager to partner with who communicates with the hosts, the cleaning crew and troubleshoots’ is, we are lucky enough to work with hosts who go the extra mile, which yields higher reviews and thus, higher occupancy. We are passionate about hosting and love it when our hosts are too.

  “The personal touch from an owner is important and makes it more rewarding for me,” and this sure shows in her reviews:

So what does Kay do with all the free time she has from working with Houst?

When Kay isn’t going the extra mile, she’s traveling a few miles while using her additional income to visit her infant granddaughters in Washington DC and Durango, Colorado.

We are honored to host with people who free themselves up by working hard, but more importantly by working smart. People who open their homes in order to open opportunities, people like Kay. 


Does this sound like you, too? Give us a ring, we’re here when you need us!

Airsorted rebrands as Houst

Airsorted has evolved. Say hello to Houst. New identity, same trusted hosting partner.

On the 20th of January, we announced to our hosts in a blog post that we have a new name and a new look. We’re excited to share with you these brand updates and why we made them.

Standing for more

We partnered with our first host five years ago this month. The business, our service, indeed the whole world of hosting has come a very long way since then. With reflection, it was increasingly clear that the business had transcended its origins – and its identity.

For starters, our name, colours and logo reflected Airbnb. That was certainly useful initially, but there’s so much more on offer now. Other booking platforms have caught up fast – Booking.com, Expedia, and HomeAway together represent nearly a third of our reservations. In some cities, our in-house lettings team now advertise for longer-term tenants too.

But more importantly, we recognised that ‘Airsorted’ wasn’t reflecting the people we exist for. Our own hosts weren’t afraid to try something new and bold, leveraging their homes to finance a whole range of interests. And guests rent homes, not hotel rooms, because they want to stay in unique, interesting places: more personality, not less.

But as for us?

We looked and sounded like someone else. Our own voice and personality wasn’t able to shine through.

So with that in mind, six months ago we decided to start defining ourselves on our own terms. Our new identity Houst is bold, liberated, ambitious and full of character.

Just like our hosts, and just like the homes they let.

Take a look around our new website. We hope you like it.

What’s changed and what hasn’t

Both our service and the way hosts and guests interact with it isn’t changing, although there’s a fresh new design on the host dashboard! Don’t worry – it’s just as easy to use. Your calendar, earnings, cleans and all the rest are still exactly where you’d expect to find them. You can contact us as normal, although we’ll introduce ourselves as Houst!

In the longer-term, our new brand will bring with it some significant changes to the way we do things here. We’ll be working even closer with our hosts, to find out exactly what they need and want from their host partner. This re-framing of our relationship into a close partnership, where both parties understand what is required for success, will help us build the necessary tools for great, modern hosting and – ultimately – increase our host’s earnings.

Last but not least, over time, you’ll probably notice we sound different too. We’ll communicate like humans, speaking with simplicity and transparency. Cheers to that.


We’d love to know what you think of our new look! Send us an email on hello@houst.com.

For further information on the branding design, see Ragged Edge’s website.

New Year, New Rules: Toronto’s 2020 Airbnb Regulations

As the New Year rings in, resolutions and regulations alike have begun popping up here in Toronto. With the short term rental economy proving its endurance, Toronto city officials have jumped onboard to help shape the future of home sharing.  Regulation is a good thing because it provides clarity, but it can be confusing so we want to help to simplify it for you.

So what are the regulations?

Here’s the breakdown:

  • The regulations will only be applied to stays that are 27 days or less. Any stays longer than this will not be recognized as STR stays and the new regulations will not apply.
  • Properties being rented as an entire, private property are allowed to host guests for up to 180 nights of the year.
  • The City will claim a 4% Municipal Accommodation Tax on any Short Term Rental earnings and host are required to pay a registration fee of $50/year.
  • Short Term Rentals are to only be allowed in the owner/tenant’s “Principal Residence”. To prove principal residency, a government issued ID with the STR address should be provided.

* PLEASE NOTE all the regulations will only be applied to stays that are 27 days or less. Any stays longer than this will not be recognized as STR stays and above regulations will not apply.

When?

The City has not given specific dates yet, but instead a general timeline. Licensing is said to begin in Spring 2020 and hosts/ homeowners will have three months to register. During those three months, the City will offer guidance and education on how to comply with the licensing rules. From here, the City will begin enforcing the regulations Summer 2020.

“Licensing is said to begin in Spring 2020 and hosts/homeowners will have three months to register.”

What does Houst think about this?

We operate globally and have experienced regulation introductions in a number of cities from London to Dubai. Regulation provides safety and clarification for hosts, which is good for the whole community.  We do believe that limiting use to Primary Residence only is overly restrictive because secondary homes make up a good proportion of Airbnb hosts and are needed for any city to meet the demand. Limiting this limits the potential a city and community can benefit from tourism.  However, it’s great that Toronto has put the day limit at 180 days and seems to be largely in favour of the benefits that home-sharing can bring. 

We encourage our hosts to stay informed with all regulatory considerations regarding their property. . You can find a thorough description and updates from the City on their website by clicking here.

**This article is intended to highlight just some of the key issues involved with home sharing. It should not be taken as formal advice. If unclear on regulation in your city, it is advised to seek professional advice.**

Airbnb Resolution Centre – All You Need to Know

If you host on Airbnb, it’s important to accept that there might be some sticky situations. Maybe it’s a guest accidentally breaking some dishware. Or maybe it’s a small mishap on your behalf that causes discomfort for guests. Whatever the issue, the Airbnb Resolution Centre allows room to make up for mistakes. 

What is the Airbnb Resolution Centre?

The Airbnb Resolution Centre is a platform that allows Airbnb guests and hosts alike to do two things: 

  1. Request money for trip related issues
  2. Send money for trip related issues

Here’s a breakdown of the two scenarios from a host’s perspective.

When should I request money from guests?

When there has been damage or disregard of house rules. For instance:

  • Your guest has left makeup stains on a bath towel.
  • Your guest accidentally lost your keys.
  • Guests check-out after your designated check-out time.

All of these scenarios can warrant a justified claim with the Resolution Centre.

What guidelines should I follow before deciding to request money?

You should ask yourself:

  • How easily can the damage be fixed or replaced?
  • Has my guest disregarded my clearly stated house rules?
  • Do I have enough proof to support this?
The Airbnb Resolution Centre

On the other hand, you may have home issues that inconvenience your guests’ stay.

When should I send money to guests?

This is a smart thing to do when you’ve caused some sort of inconvenience to a guest, big or small. Things like:

  • Your fridge stopped working mid-stay.
  • Your guest wasn’t happy with the cleanliness of your property.
  • The check-in instructions weren’t clear.

Send reimbursement to guests so that they recognise your commitment to their comfort. Even if the guest later tries to open a claim and request more money, it’s a strong rebuttal when a host shows they’ve tried to compensate for the discomfort that occurred. 

So now that you have an idea about the basics, let’s get into the knitty-gritty, shall we?

If we had to guess some of your questions still unanswered, we think they’d be something like:

Is there a time frame to request money?

Yes, there is, and always remember that the quicker the issue is claimed, the easier it is to resolve.

As far as numbers are concerned, here’s what you should remember:

  • To resolve the issue quickly, request within 24 hours.
  • You must claim before your next guest checks-in.
  • If your request isn’t resolved by guests within 3 days, you should ‘Escalate to Airbnb’.
  • If you find the issue later on, you have 60 days after checkout to report it.

How long will it take the money to get my guests’/my account?

This depends on the severity of the resolution claim. If it’s something small like…

  • offering compensation for running out of essentials.
  • your guests sending money for a lost key.

…then it should take 5-7 business days from the date it was resolved. However, in larger cases that require receipts, pictures and documentation for damages or repairs, this could take over a month depending on how urgent the case is. 

What will happen if the host or guest refuses to pay?

For any case that involves:

1. Requesting a large amount of money

or

2. One party refusing to comply

Airbnb brings in their ‘peace officers,’ if you will. We call them Case Managers and here’s why they’re helpful:

  • Every troublesome case will have a manager who is in contact with both parties to hear each side of the story. (This is why it’s important that  you have all necessary documents and talking points ready when they contact you).
  • They will essentially act as the judge in deeming one party ‘guilty’ or not.
  • They are very well versed in judging all types of resolution cases, so chances are they’ll have dealt with a very similar case to yours and will be able to resolve accordingly.

Side note: It is also very important to follow up with case managers (calling is highly advised) as they do have heavy case loads.

On the contrary, what happens if my guest makes a false claim on me?

Keep calm and prepare your evidence. This doesn’t happen often, but you may find the guest trying to cancel or get money back due to their own misaligned expectations. In this case, be sure to have as much documentation as possible.

It is also very important to reach out to guests trying to resolve the issue and offer your condolences that they haven’t had a 5-star experience. This will show your Airbnb case manager that you put in effort to make your guests comfortable and will help support your argument down the line. Stay composed, respond professionally and trust your case manager, they know a false claim when they see one.


Using the Resolution Centre at the right time can drastically make a host’s life easier. Whether it be to expedite the process of fixing damages from guests or to quickly alleviate a problem caused on your end. It’s a tool that has the potential to salvage a possible dent in your Airbnb hosting reputation and, luckily, our Account Managers are well versed in proper usage of it. 

Have more questions about Home Safety? Our Airsorted New Homes Advisors have the answers!

San Diego: Airsorted’s Year in Review

It’s been quite a year for Airsorted. We’ve grown from 9 cities to 22 and we’ve learned a lot. But we’d be lying if we said speed wobbles weren’t a thing. They are, and we’ve experienced them. More importantly, however, we’ve let the speed bumps help us navigate and adapt in new markets.

With beautiful weather all year round and tourism as its main industry, San Diego and Airsorted were fated from the start. As the first local San Diegan team member of UK-based Airsorted, I’ve experienced the progress we’ve made in the US and the obstacles we’ve had to overcome in these unknown Pacific waters. 

Here’s what we’ve learned:

1. Get with the local lingo

First and foremost, when expanding to a new city abroad it’s super important to keep the terminology relevant to that particular market. For example, when I first came on board, I had to sift through all of our content to make sure it was Americanized. If I had a penny – or maybe a cent – for every time I changed ‘optimise’ to ‘optimize’ or ‘favourite’ to ‘favorite’ I’d have a few dollars by now. Long story short, we’ve since removed ‘crockery’ from our Essential Airbnb lists and continue to embrace the American marketplace with localized lingo.

2. Don’t be afraid of ‘After Summer Bummer’

Despite nearly 365 days of summer, it’s still very common for bookings to slow down after summer’s peak season. Fear not hosts, for we have many tricks up our sleeves to help with the lulls. 

Some easy tweaks to increase occupancy are:

  • Listing and unlisting your property 
  • Closing and opening your Airbnb calendar
  • Changing the Title
  • Rearranging Photos
  • Offering Discounts

You can also check out our simple hosting tricks here.

3. Prepare for differences in Customer Expectations 

A recent study by New Voice Media found that only 25% of people in the US will hold whilst on phone after 10 minutes, compared to 64% of Brits, for whom it is a regular occurrence. 

Here in America we have very high expectations for customer service, which our Guest Experience team quickly learned. When first launching here, we experienced bumps with these higher expectations as our Communication ratings on Airbnb fell to 75% in July, a number we’re not used to seeing in our hub cities like London and Edinburgh. 

We took action and hired additional Guest Experience members and created extensive neighborhood guides to improve our transparency and service with guests. Our guest communications now average a 96.6% satisfaction rate, a drastic 21.6% increase in 3 months.

These are just a few of the things we’ve picked up on since launching in San Diego and we’re not naive enough to think we won’t find more along the way. Being a major player in the ever developing sharing economy means that adaptability is the main ingredient to stay relevant. 

Here’s to another lap around the sun. 🥂

Find out how much your home could earn you this year.

Notes on Hosting: Ancient Greek Hospitality

ancient greek hosting

Next time you get a bad Airbnb review spare a thought for poor Tantalus. Punished for all eternity in Hades, he was made to stand in a pool of water never quite able to reach the water to drink, or the fruit above him to eat. It’s the origin of the word ‘tantalising’.

His crime? Shoddy hospitality.

The wrath of Zeus

In Greek mythology, hospitality was a divine right of guests and a divine duty of hosts. All strangers, without exception, were under the protection of Zeus Xenios – the god of strangers and suppliants. A violation of hospitality was likely to provoke the wrath of the gods.

Why?

Well, there were no inns or hotels in the ancient world – in fact, this was an age before even Booking.com. Travellers on the wild roads were few and far between, and they were entirely dependent on the kindness of strangers along the way for shelter and food. Divine protection was a necessary insurance policy for guests.

It wasn’t a bad insurance policy for hosts either. Gods disguised themselves as mortals on a seemingly weekly basis. It was impossible to know whether the sudden appearance of a dishevelled and weary traveller was just the early Ryanair flight arrival, or an all-powerful, all-knowing, vindictive god coming to stay. So it was best to treat all guests like gods. You know, just in case.

Always check the cancellation policy

Drinking Games

Fast-forward to a mere 2500 years ago and the Greeks were making good use of their hosting skills at symposia: drinking parties.

A symposium could be a platform for great philosophers of the day – Socrates, Plato or Aristotle discussed everything from love to society and democracy. Mainly though, they were an excuse for ancient Greek blokes to get smashed and look at women. And probably sing Oasis too.

Lads’ night in…

Guests would recline in a circle, and evenings would generally begin with a feast of cheese, olives and meats. Then the drinking would begin, and a ‘master of the symposium’ was selected at random from among the guests.

Much like a university rugby captain, this man’s job was to impose drinking on everyone, imposing forfeits on those who didn’t. Forfeits ranged from dancing naked to giving piggybacks. Truly, this was the foundation of western civilisation.

History Lessons

So what can the Greeks teach us about modern hosting? Well, for starters, it’s clear Greek philosophers would almost certainly fail our guest vetting process. But surely we can all learn a little by treating hospitality as a divine responsibility – even if the threat of eternal punishment in Hades has diminished in recent years.

Happy World Philosophy Day!


Hosting on Airbnb takes 50 hours a month. So don’t do it alone. Find out how much your home could be earning with our nifty calculator. Absolutely no philosophers, cyclopes or vengeful gods allowed – we promise.

7 better ways to spend your time than on Airbnb

50 hours per month

From cleaning and communicating to check-in and laundry: it takes around 50 hours a month to manage a successful Airbnb on your own. Definitely less of a side-hustle, more side-hassle. What could you be doing with that time instead?

1. Reading more books. Loads more books.

How many of the above are on your reading list? Shame you don’t have enough time to get through them. Like me, your twenty pages before bed pledge lasted about three days.

But your average reader can get through 200 words per minute. So free 50 hours for yourself and you could get through 600,000 words! That’s a whole lot of classic novels crossed off. Maybe factor in a tea break or two though.

2. Learning to speak a language fluently

It takes around 250 – 300 hours to become conversationally fluent in a foreign language.

So you’ll be able to decipher the washing-machine instructions in your Spanish Airbnb within 6 months! ¡Excelente!

3. Walking the West Highland Way

It’s 96 miles from Milngavie to Fort William, following the route across the spectacular loch-shores, moorlands and mountains of the Scottish Highlands.

Take your 50 hours and it’s a comfortable 1.9 miles an hour. There’s probably no internet either – so no checking your Airbnb messages!

4. Sleeping more

“The best bridge between despair and hope is a good night’s sleep” says sleep scientist Matthew Walker. If you’re getting less than eight hours a night then you could be risking – among other things – Alzheimer’s disease, cancer, diabetes, obesity and poor mental health.

Sounds like a good reason to stop managing an Airbnb and start hitting snooze.

5. Studying part-time for a degree

The Open University reckons it takes 16 hours of study a week to gain a degree part-time. So you’ve just about got time to learn history, business, art – do whatever you’ve always really wanted to do.

Unless you always wanted to change guest sheets three times a week. In which case, crack on.

6. Training for a marathon

“Short-walk to the city centre”

The ultimate human endurance challenge. Stop running guest errands and start running marathons!

According to Runners World, you need to dedicate 40 hours a month if training for a ‘serious’ marathon run. That gives you time to spare then – attempt at the Kipchoge record incoming…

7. Spending it with family

Ah, you can never have too much time with your family. Said everyone, always.

So always spend your time with the people most important to you. Life’s too short for late check-ins – leave the guests to us.


There’s hundreds of ways to spend 50 hours a month better than running an Airbnb. Luckily, we’re here to help. Airsorted will take care of every aspect of management, from cleaning and check-in to communication and more.

Let us open up your world. Check our nifty calendar to see if we can help.