+ Who is Citysleepz for?
Whether you want your property fully managed, or you are going away on holiday or business and need help with the bare essentials - such as meet and greet, check out and cleaning - you’ve come to the right place.
Our services are best suited to the following people:
- Anyone who wants to increase the rental returns on their property but does not want to be responsible for all of the work that goes into managing a short-term rental property. Our research shows that high performing Airbnb landlords (hosts) make on average between 52% and 96% more when compared to “traditional” letting. See our blog “How much money can your property make you” for more details.
- Anyone wanting to have flexible use of their property whilst still renting their property. Our services allow you to continue using your property whenever it’s not booked out on Airbnb. You can also tell us in advance what dates you would like to use your property and we will make these unavailable on Airbnb.
- Anyone who wants to make some extra cash whilst away. Our service is great for people going on holiday or away on business who wants to make some extra cash, with very little effort.
+ What services do you offer?
We offer a Full Management service only and this service has been designed to provide everything that you and your guests could ever want! This includes the following services but please refer to Our Services and further answers in these FAQs for further details, including what services are optional extras.
- Listing Creation including Professional Photography
- Listing Management
- Pricing Optimization
- Guest Screening and Communications
- Guest Meet and Greet
- Maintenance and Repairs
- Check Out and Inspection
- Professional Cleaning and Linen
- Restock and Shopping
+ Are all of your services included in your Core Services?
No. To give our customers flexibility and choice, some of our services are optional extras. Optional extras include in-person Guest Meet and Greet and Check Out*, Restock and Shopping and depending on the work required the Maintenance and Repairs service may incur extra charges.
*Standard guest access provided with the use of a lock box / key pad.
+ Do you operate 24/7?
We have slightly different working hours, depending on the area of service.
Our standard office hours are from 9am to 5pm Monday to Friday.
Our guest service hours are from 8am to 9pm 7 days per week for guest communications and 8am to 8pm for meets and greets. These times will vary for Christmas Day, Boxing Day, New Year’s Eve and New Year’s day.
+ I’m currently managing my own listing, can you take it over for me?
Absolutely! This is what we’re great at! With new customers we always discuss whether you’d like us to create a new listing with you or take over an existing one.
+ Do you offer interior design services?
Yes - we offer both interior design and renovation services assisting to maximise your return.
+ What does “Pricing Optimization” mean?
Pricing Optimization is part of our Full Management service which looks to maximize your monthly income.
Each day our system updates the nightly rate of your property based upon the day of the week, neighborhood, seasonality and local demand. The rate is set at a level that is the correct balance between being high enough to maximize income for each night and at the same time is low enough to ensure that you get high booking volumes.
+ What is Guest Screening?
Please refer to the “Safety and Security” FAQ.
+ Are the costs of maintenance and repairs included in the fees?
We can help coordinate all minor and major maintenance requirements and depending on the work required this may incur extra charges. On a case by case basis we can discuss and agree what coordination is required from us, including what our fees may be, but the costs of the repair will be met by yourself (as the landlord/host). If it is deemed that the guest caused the issue, then we will raise a case with Airbnb with the aim of obtaining a refund to you for the cost of repair. However, Citysleepz will not be responsible for any damages caused.
+ What’s included in the Professional Cleaning and Linen service?
Our cleaners love making sure that your property is in tip top condition for every guest and since each customer has their own requirements we provide the following options. Please contact us for further information on what is included, excluded and for pricing (note that guests cleaning and linen costs are usually covered by the guest).
The Guest Clean is carried out after each guest stay and before the next guests arrive. It is not a deep/spring clean and can be thought of as a 'maintenance' clean. The aim of this clean is to ensure that your home is clean and presentable for each guest stay. To achieve the desired results on an ongoing basis it is recommended that we start with a deep clean and use periodical Extra Cleans.
Like with all properties, periodical deep/spring cleans are required to ensure that the highest level of cleanliness is maintained. Used in conjunction with the Guest Cleans this is the best option to maintain the desired levels of service and guest satisfaction. We can suggest areas to be cleaned on a monthly and quarterly basis.
+ What’s included in Restock and Shopping service?
Depending on your needs we can restock a variety of bathroom, kitchen and laundry consumables to ensure that your guests have the things that they need. If you have further shopping needs, we can help with these too.
This service is optional and attracts extra fees. Please contact us for further details.
+ How would damage be identified and reported back to me and will Citysleepz pay for damages?
Standard Check-Out*: after checkout our cleaners will inspect your property. Any identified issues, such as breakages, will be reported back to you and discussed to agree how best to proceed.
*Use of lock-box / key pad.
In-person Check Out (optional extra service): At the time of checkout, we will meet with your guests to get first hand feedback on their stay and to help ensure that your property is still in great condition. If your guests are unavailable to meet, we still inspect your property to help ensure that there are no issues. Any identified issues, such as breakages, will be reported back to you and discussed to agree how best to proceed.
If it is deemed that the guest caused the issue and we believe that it is a reasonable request, we will raise a case with Airbnb with the aim of obtaining a refund for you for the cost of replacement or repair.
While we will make every reasonable effort to identify lost or damaged items it isn’t always possible to identify every issue and Citysleepz will not be responsible for any lost of damaged items.
For these reasons we recommend that all customers take out sufficient insurance and lock away all valuable items.
+ What is Airbnb?
Using Airbnb’s own words:
“Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodation around the world — online or from a mobile phone or tablet.
Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 34,000 cities and 190 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetise their extra space and showcase it to an audience of millions.”
And to give you an idea of their size, including in Australia:
In June 2015 Airbnb was valued at over 25bn USD following an investment of 1.5bn USD.
Australian listings on Airbnb doubled in the twelve months from June 2014 to June 2015 and Sydney was in the top 10 biggest Airbnb cities in the world with 10,000 listings in 2015.
For more information on Airbnb visit www.airbnb.com.au
+ Do you operate in my area?
We predominantly cover the Sydney, Brisbane and the surrounding suburbs , with more areas coming soon. We’re always looking at new locations so if your property isn’t in these areas, get in touch.
+ How do I get started?
All of our processes are designed to make life as simple for you as possible. They also ensure that your property remains as secure as possible and that you receive the greatest financial returns.
Give us a call, drop us an email or send your details via the Get In Touch page.
T: 1300 520 877
From there we go through the following process.
+ What do you need to make my property ready?
As a short-term property let there are a few things that are required, such as a kettle, pots and pans, duvet, etc. If you get in touch with us we can provide you with a full list of these requirements. We’ve looked to make this process as simple as possible!
+ Can I still use my property if you’re managing it?
Absolutely, that’s one of the main benefits of using Airbnb! It’s important that guests do not have their bookings cancelled, so we only ask that you let us know the dates that you’d like to use your property so that we can make these dates unavailable in the Airbnb calendar.
+ Do you use any short-term rental platforms other than Airbnb?
Yes we do. While our primary focus is on Airbnb we can also list properties on Stayz, Booking.com, Expedia, TripAdvisor, Homeaway and FlipKey. This is discussed with our customer and seen to be beneficial.
+ How do I provide feedback on your service?
We love hearing feedback. Whether this is to tell us why you love our service or have some suggestions on how we can improve we’d love to hear it.
You can contact us at firstname.lastname@example.org
+ How much in advance should I contact Citysleepz?
We’re an agile outfit so can get from zero to 100 pretty quickly but advance notice of any requirements really helps.
For our Full Management service we can onboard your property and have it listed usually within a few days but up to a couple of weeks depending on mutual availabilities. The sooner you contact us the sooner we can get your listing created and active on Airbnb and ready for guest bookings. This can be done well in advance of the property actually being available to rent which will give your listing time to generate interest, maximizing your occupancy from the very beginning.
Pricing and Billing
+ What are the fees?
Our pricing has been designed so that you can utilise all of our core management services while potentially taking advantage of some of our optional extra services. Refer to FAQ Are all of your services included in your Core Services? to see what services may incur extra charges.
The Full Management fee is from 15% plus GST of the Accommodation Gross Income received.
Below is an example breakdown.
- Property rented out for 14 nights at $200 per night.
- Accommodation income: $2,800.
- Cleaning and Linen fee: $120, including GST (usually paid for by guest).
- Total income: $2,920.
- Airbnb service fee (3% of total income): $87.60.
- Citysleepz fees: Citysleepz management fee (15% accommodation income + GST): $420 + GST = $462. Citysleepz cleaning fee: $120.
- Remaining income for landlord/host: Total income – Airbnb fees – Citysleepz fees: $2,250.
Our research shows that high performing Airbnb landlords (hosts) make on average between 52% and 96% more when compared to “traditional” letting. See our blog “How much money can your property make you” for more details
+ Who pays the Airbnb Service Fee?
This fee is paid by the customer and is deducted by Airbnb before they pay the income. Please refer to the FAQ “What are the fees” for full details.
+ Does the pricing include GST?
No, our fees are plus GST.
+ How does payment work?
The Airbnb listing will have your banking details so that all income goes straight to you and this usually happens within a few days of a guest arriving.
Every month we will then send you an invoice covering our fees for that period.
+ Do you charge setup fees?
We charge an onboarding fee which is credited against your account so is effectively refunded back to you. Contact us for more information.
+ How much can I make from my property?
This is a common question, and there is no one size fits all answer. However, our research shows that high performing Airbnb landlords (hosts) make on average between 52% and 96% more when compared to “traditional” letting. See our blog “How much money can your property make you” for more details.
If you would like a free valuation of your property’s rental potential then please get in touch as we’d be happy to help.
Safety and Security
+ How do you ensure that my property won’t get trashed?
We take safety and security very seriously and as property owners, landlords and tenants ourselves we know how important this is to you.
For this reason, we have the following processes in place.
Guest screening and identification process
At the outset, with you we define the types of guests that are welcome in your property, along with house rules, such as no smoking, no parties.
When we receive a booking request we verify the reason for the visit and, as an example, will never let a group of people stay who are looking to organize a party.
We will only accept bookings from people whose profile has been “Offline ID” verified (an optional Airbnb process that we enforce) and we meet every guest to ensure that the person checking in is the person who made the booking.
We set and enforce the security deposit for damages and include a penalty should there be a call out or verified complaint due to the guests, such as a noise related issue. Guests are made aware of this in advance and this further discourages preventable issues.
Check out and inspection
We check your apartment after every stay and process any items that At the time of checkout, we will meet with your guests to get first hand feedback on their stay and to ensure that your property is still in great condition. If your guests are unavailable to meet, we still inspect your property to ensure that there are no issues. Any issues, such as breakages, will be reported back to you and discussed to agree how best to proceed. This might include holding back the security deposit or making a claim with Airbnb’s Host Protection Insurance. Whatever the issue we will manage the process.
The right knowledge, policies and processes
We’re a fully licensed and insured organization so we have the relevant knowledge, policies and processes in place to effectively manage your property and guests. Refer to “The legalities” section of these FAQs for more details.
Airbnb and Trust
Finally, due to the Airbnb safety and security measures and the 2-way reviewing system, which relies on trust and consistently positive feedback, major issues are very rare.
+ Do you insure my property and contents?
We do not. However, the Airbnb Host Protection Coverage is included as part of the Airbnb service fee.
Full details can be found via the following link but as a summary the cover includes:
• protection against liability claims up to $1 million USD that occur in a listing, or on an Airbnb property, during a stay.
• protection against third party claims of property damage or bodily injury up to $1 million.
It is also recommended that landlords have their own landlord insurance and whilst we can’t make a specific recommendation we can provide examples of insurers that you can research.
+ Is Citysleepz licensed?
If you decide to manage your property you might find yourself operating in the Property Management space so it’s important that you understand what your responsibilities are. A good source of information is the Fair Trading website.
If you decide to use an external property manager, we highly recommend you check that they are licensed. Without a license they may not have the required training, knowledge, skills, policies or processes in place to manage your property and guests. They will also be operating illegally and without the mandatory insurance if they are not licensed. Licenses are renewed annually and can be checked by anyone here.
+ Is Citysleepz insured?
Yes. Citysleepz has professional indemnity insurance up to the value of AUD$1,000,000.
+ Is using Airbnb legal?
Whilst we’d love to give a definitive answer on this, unfortunately it’s not an area that we can provide advice on since every circumstance is different. It’s best that you look into your particular circumstances to ensure that you are comfortable. This might include contacting your local council, strata management or letting agent or landlord if you are currently renting.
It’s widely understood that local government and council policies haven’t kept up to date with the change in short-term letting, especially due to the rise of online platforms such as Airbnb. This is currently being discussed in parliament at the time of writing (February 2016) to determine how best to ensure that policies are inline with the dynamic world of short-term lets.
In December 2015 the REINSW (Real Estate Institute of NSW) made their submission to the parliamentary enquiry on short-term lets and to ensure that Citysleepz meets it’s obligations as a member of the short-term letting industry, all of our policies and processes, where possible, have been written in accordance with the REINSW Code of Conduct and full details of this can be found here.
Who are the REINSW: “The Real Estate Institute of New South Wales is the peak industry body for real estate agents and property professionals in NSW. The largest and most influential association of its kind in NSW, REINSW represents thousands of agents across the state.”
If you have any further questions, then please do get in touch as we'd love to hear from you and see how we can help.