We take trust, 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 safeguards in place.




Guest screening and identification process

At the outset, with you we define the type 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.

Security deposit

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

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.

Access to the listing

Throughout the period that we manage your property you will continue to have full access to the listing, including being able to see all communications with guests.

Best Practice training, knowledge, policies and processes

We’re a fully licensed and insured organization so we have the required training, knowledge, policies and processes in place to effectively manage your property and guests. Being a licensed organization we’re also obligated to keep up to date with industry and legislative changes and without this our license wouldn’t be renewed. The short-term letting industry is very dynamic and we’re committed to keeping up to date with the relevant legislative changes so that our customer’s interests are protected.

We are also a member of the REINSW (Real Estate Institute of NSW) who are the peak industry body for real estate agents and property professionals in NSW. Being a member of this institute helps to ensure that we have access to the most pertinent and up to date training, processes, advice and industry and legislative news that the market has to offer.





Citysleepz has professional indemnity insurance up to the value of AUD$1,000,000.

Airbnb Host Protection Coverage is also included as part of the Airbnb service fee and 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.

Please refer to Airbnb site for more details.

While this cover is there to help protect ourselves and our customers, it is also recommended that landlords have their own landlord insurance and while we can’t make a specific recommendation we can provide examples of insurers that you can research.




Our operation is licensed by NSW Fair Trading, license number 20117227. This means that we are obligated to adhere to the Property, Stock and Business Agents Act. This Act exists to protect the consumer by ensuring that the marketing, services, policies and processes of the licensee holder adhere to stringent legislations and levels of quality.

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.

Or if you decide to use a different Property Manager, we highly recommend you check that they are licensed. Without a license they may not adhere to the relevant Acts and Legislations and may not have the required training, knowledge, skills, policies or processes in place to manage your property or guests. They will also be operating illegally and without the mandatory insurance if they are not licensed.

Please refer to our “The legalities” FAQs for more information on the above, including how to check if an organization is licensed to operate as a Property Manager and how to understand what your obligations are if you decide to manage your property yourself.

If you have any further question please get in touch, we’d love to hear from you.