FAQ

Luxe on Arrival will provide you our valued clients with exceptional service with a very high degree of attention to details by providing you peace of mind on the following areas (A to Z of short term property management):

• Setting up your property for Airbnb which includes onboarding, condition report, professional photography and copy, styling tips, welcome book, marketing and advertising (Airbnb).
• Professional hotel standard cleaning.
• Checking-in and Checking-out guests (including check-out inspection).
• Perfecting price strategy, vetting and securing guests and maximising occupancy rate.
• Detailed monthly reports and recommended strategy improvements if necessary.
• Manage all guest communication (24/7 customer service) which includes resolving all guests issues so we don’t have disturb property owners and their time unless it is urgent.
• Provide you with an excellent team from maintenance and repairs to very warm and hospitable hosts.
• Provide your property with premium amenities and household guest essentials like Nesspresso pods, bath slippers and first aid kit at no cost to the property owner.
• Exceeding guest and property owners’ expectations while maximising your financial returns.

Like Richard Branson one said when talking about business, “any fool can make something complicated, it is hard to keep things simple,” Airbnb by far is the largest generator of visitors to a property, more importantly Airbnb’s policies and protections for property owners are the highest compared to any other short term rental platform. By advertising your property on multiple channel managers, we feel you are spreading your property thin. By keeping things simple and listing your property on Airbnb, you generate significantly more reviews (looks much better having 12 reviews on Airbnb rather than spreading those 12 reviews across multiple channels) on one platform, we achieve super host status faster. Overall, securing bookings is all about trust, reputation and presentation, the more positive reviews you have the more likely your property will be booked again.

We purely focus and specialise is servicing properties on the Sunshine Coast, Australia.

Yes we do our very best try to not say no to our very valuable guests. We look at them all as VIPs, so  from arranging airport transfers and restaurant bookings to filling their fridge which their preferred essentials we like to always exceed their expectations.

We charge 19% commission to manage A to Z of your property

The following steps are great guide to the perfect set up:

• First, please go through and remove any valuable or personal items.
• Make sure all utilities are connected and working properly such as gas, electricity and water.
• Connect and test WiFi connection.
• Check everything is working properly inside (appliances etc) and outside (pool pump etc) of your property.
• Make sure the property is safe by checking locks, smoke and alarm systems, pool fences, dangerous hazards like blind and curtain cords etc.
• Take-out short-term rental insurance as recommended above under our insurance section.
• Provide us with a list of any particular maintance contractors you already use such as gardener, electrician, pool cleaner etc.

Go through our recommended ‘Set up home Guide’ check-list of household items to making sure your property is adequately stocked with the essential furnishing (pillows, dining table etc) and items (eg. cutlery, utensils etc).

From our first meeting/property inspection we can have your property live on Airbnb and begin to accept bookings within 7 business days. This gives us both enough time to prepare your property for the ultimate listing.

We make sure all our properties and offer our guests a high quality stay. This list includes things like, Wi-Fi, Nespresso Machine (or similar standard), Flat Screen TV (preferrable smart TV so guests can connect their Netflix, YouTube accounts etc) full sets of quality cutlery, bowls, glasses, mugs etc. We go through this list as a team (Luxe on Arrival & Property Owner) which not only allows us to charge a higher nightly rate but also maximised the guests experience so they want to return and when they go home they tell all their friends that they should stay at your property

Please feel free to click on the contact us page, call us or whatsapp us on +61 403148059 or email us at info@luxeonarrival.com.au we will get the ball rolling for you right away.

Our guests have 24/7 access and communication with us so we don’t think it should be different for our very valuable property owners. Property owners can contact us 24/7.

We require three sets of keys for a one bedroom property, four sets of leys for a 2 bedroom property and 5 sets of keys for a 3 bedroom plus property. We sign in and record the keys and then provide you with copy for yours records when we send you our initial condition report. You can provide the keys to us I person, you can post them to us or leave them with your building reception or in a lockbox for us.

No you are not locked into a contract, however we do require you provide us with 60 days notice. The 60 days allows to fulfill any future booking and also prepare your property for a full hand over to you so then you can use or manage your property as you please.

Of course you can. We just require you to let us know what dates you would like to use your property throughout the year in order for us to block those dates for your exclusive use.

Definitely not as we only earn money from the 19% percentage management fee we earn on all the rental income, plus the cleaning fee. cover the cleaning and linen / laundry costs. We do not make any money unless guests have booked your property on Airbnb, it’s as simple as that and motivates us to make your property the most desirable in order to maximise bookings.

All bookings will come through Airbnb. Bookings can come through 24 hours a day, seven days a week. As soon as a booking is made we immediately send a welcome message to the guest through the Airbnb platform. We never take more then 5 minutes to respond to any quest questions.

We do not accept single night bookings and have a minimum 2 stay for all our bookings. We have a minimum stay of 5 nights during High Season (15 December – 31 January) and minimum stay of 2 nights at other times (31 Januray – 15 December).

No discount will be provided as guests are given sole occupancy of the full property (not shared). Even if one of the multiple guests does not stay for all the nights booked, the full property usage price is always charged.

Guests would need to provide us at least 14 days’ notice in regards to their cancelled booking in order to receive a full refund, if it is after this time the booking will need to be paid in full.

There is definitely a bit of a science to charging the right price. There are many things we research which include comparable properties in your area, season, public holidays, events and so on. Once we have concluded our price research, we then present our finding to the owner to make sure they are also happy with our price suggestions. Price is like a very delicate dance and we know the dance well.

Guests are charged a clean fee on the Airbnb platform at the time of their booking. The cleaning fee covers all cleaning costs including hotel linen, towels, bathroom amenities, consumables and essentials.

Property owners will only be required to pay a one-off deep cleaning fee (which includes oven, fridge, microwave, windows, etc and will be calculate on inspection of property) in order to set up your property for photos, advertising and guests. If owners use their property throughout the calendar year a cleaning fee would also be required to be paid to have the property again guest ready. Property owners can also prepare the property (guest ready) also on their own.  need to pay once to set up the property for the first guests and then for any personal stay. We hire professional cleaning teams to carry out high quality hotel standard cleaning of your property.

We have very high standards or cleaning at Luxe on Arrival. We have a laminated photo booklet within the property so our cleaning team can consult to make sure the property is cleaned and looks exactly like that in the photos (eg. Correct cushion placement). We personally inspect the property after every clean to make sure your property is perfect. Yes, this takes us extra time, but we don’t like to compromise on anything and as our tag line says, it’s in the detail.

It’s important to invest in high-quality linen as it improves the overall guest experience, leading to better reviews and more future bookings.

Guests are not obligated to clean the property before they check-out, that is why they pay for a cleaning fee. However, we do appreciate guests leaving the accommodation neat and tidy and putting bins out as required which is mentioned in the welcome book

Just the basic cleaning equipment (eg. Dust pan and brush) supplies would be need to be provided for guests to use. These items would be mentioned in our Owners Property List document we would send out to you.  We provide all other cleaning supplies and equipment for guests during their tsay such as dishwashing soap, sponges etc.

This is optional and discussed with property owners prior to advertising their property. We recommend property owners do charge a reasonable security deposit (via Airbnb). We do discuss this with you prior to advertising your property as there are pros and cons to charging too little or too much for security deposit.

At the beginning of each month (4^th of every month) we would email you a monthly performance report along with an invoice for our services which you can then pay us with a bank transfer.

Your rental earnings will be paid via bank transfer to your nominated bank account via the Airbnb platform every time you receive a booking. You have control of all the funds your property earns. Luxe on Arrival invoices you for our services.

The money you earn from hosting will typically be sent to your bank account 24 hours after your guest’s scheduled check-in time. Airbnb Payments generally collects the Total Price of a booking at the time the Guest’s booking request is accepted by the us Host, unless noted otherwise.

Firstly, we have a recommended maintenance list of contractors such as pool cleaners, gardeners, electricians, handymen, plumbers etc that we can use to fix any property issues or for general maintenance. We would always provide you with a quote first and require your written confirmation before any maintenance works were to go ahead. At the same time, you are more than free to use or provide us with any maintenance contracts that you trust and use. Our preference is for you to pay the contractors/suppliers for their work directly, if we had to solve an issue immediately and pay for contractor directly, we would then email you an invoice for the reimbursement. The reimbursement invoice would be accompanied with the contractors’ quote/invoice along with proof of our payment for 100% transparency.

For minor property issues that arise we have a $500 pre-approval from all property owners for immediate works. Property owners will be asked for their approval for any repairs that cost more then $500. The maintenance /repair costs will be deducted from the monthly rental revenue. Please make us aware of any consistent or monthly maintenance works completed that you manage on your property so we can liaise with contractors for access etc so there is no guest disturbance.

The property owner is responsible for paying the utility bills, internet expenses and any normal maintenance expenses.

We offer guests 2 options for check-in. The first option being to personally welcome and greet guests on their arrival where we would personally hand the keys over to them. We much prefer the personal check-in experience at Luxe on Arrival as it gives us the opportunity to meet the guests, show them around the property while at the same time answer any questions they might have. We read the body language of the guests, if they just want the keys a quick tour then that’s what we do so they can get on with their stay, some guests love a chat and even a coffee so we give them as much time as they need. The second option guests are offered is to self-check in, this is where we provide them with the details of a security lock box that is safely secured at your property.

Keys must be returned to the key safe immediately on departure. Late departure and/or non-return of keys will be charged an extra fee of $65 which will be deducted from their security bond. Should locks need to be changed as a result of lost keys, costs will be deducted from your Security Bond.

Properties have a 2:00pm check-in.

Properties have a 10:00am check-out.

There is always an option to allow guests to have an early check-in as it all depends if another guest is checking-out of their day of arrival and if the property is cleaned property at a earlier time. We are not able to confirm early check-in until 24 – 48 hours prior to guest arrival.

If or when possible, we are more than happy to arrange a late checkout. Anything up to 2 hours would be free of charge. However, if the property is booked for that evening we will need to prepare it for the arrival of the next guests. Anything more than 2 hours (after 12pm) will incur additional fees, as they can potentially make the property unavailable for prospective guests. The fee would be 50% of 1 night book rate with an extended check-out time of 6pm. We may be flexible with a late departure, (where requested prior to the departure date) if there is no immediate booking to follow.

Guests are free to contact our team 24/7 for any issues or questions they may have on 0403 148 059.

Not at all, all customer communications come straight to us and are followed up by us. Most issues or

Guests can leave a review on an Airbnb within 14 days of their stay. Similarly, as the host we also have 14 days to review a guest; neither party can read each other’s review until both have posted or until the 14-day period has expired. We will follow up with the guest to leave a review within 7 days of their check-out.

We provide guests with tea and coffee (Nespresso capsules), salt and pepper, bath slippers, hand wash, dishwashing soap, dishwasher tablets, fresh kitchen sponges, paper towels, toilet paper, shampoo, conditioner, body wash and bars of soap. All these items are provided by Luxe on Arrival at no cost to the property owner.

Yes, indeed we do. We send guests a digital version of the Welcome Book at the time of their arrival while at the same time provide them with a physical version on their arrival. The Welcome Book covers the following topics such as WiFi details, contact and check-in and check-out information, parking, emergency numbers, Sunshine Coast activities and attractions, restaurants, bars, home rules, how to instructions and local shops.

Yes, we definitely do. We leave guests a bottle of San Pellegrino premium sparkling water, local chocolates and a personalised welcome card.

We love animals and are happy to work with you in terms of making your home pet friendly if that is an option you would like to offer guests. If you decided to allow pets to stay at your property, we definitely recommend charging an additional pet fee of $90 for each stay.

Yes, we have insurance coverage for both personal injury and property damage.

Host liability insurance, a part of AirCover for Hosts by Airbnb, provides Hosts (property owners) with $1 million USD in coverage in the rare event a guest gets hurt or their belongings are damaged or stolen while they’re staying at your place. People who help you host, like co-Hosts and cleaners, are also included, so you can feel confident hosting on Airbnb. For more information https://www.airbnb.com.au/help/article/937/host-liability-insurance

We still recommend that property owners look into securing their own short-term rental insurance of their own insurance in addition to Airbnb’s coverage. Please feel free to investigate further a few of the options below.

https://www.rentcover.com.au

https://www.nrma.com.au

https://www.sgio.com.au

https://sharecover.com

We personally inspect your property after guests check-out of your property. If there is any damage or anything stolen we take photos and record the incident. We then immediately contact you about the matter and send you an inspection report. We then investigate what happened by raising the issue with the guests. If it was their fault (they are responsible for the damage) then we advise them that we will be deducting the cost from their security deposit.

Yes, we definitely do. Even if a guest has many positive reviews we only accept guests that have verified their ID on the Airbnb platform. If a guest has not verified their ID, we kindly ask them to do so which is never a issue from our experience.

Yes, of course you can. During the set up/onboarding phase we will ask you what rules you would like to either remove or add to our recommend list for your property. We then include these rules into your very own personalised welcome book.

Yes, our short-term property management service is 100% deductible on your tax return.