Q: What does a vacation services company do?

A: A vacation rental service company handles most aspects of renting out your property short-term on Airbnb and others, including marketing, booking, guest communication, and maintenance coordination.

Q: What services are included with Haus’s full-service vacation rental management?

A: Services include listing and booking management, custom pricing strategy, guest communication, housekeeping, property maintenance, licensing support, reporting, and more. Our goal is to take on as much as possible to free up your time and headspace. You should sleep soundly knowing your property is in great hands.

Q: Can Haus help me with Airbnb listing optimization?

A: Absolutely! At Haus, our expertise in Airbnb listing optimization is a key differentiator. We use advanced tools and industry best practices to continually monitor and enhance your listing. Our goal is to boost your property's visibility and increase bookings by ensuring it ranks prominently in Airbnb search results. If your listing isn’t on the first page, it’s missing out on valuable exposure. Let us help you stand out and attract more guests.

Q: How does Haus handle guest communication and inquiries?

A: Our support team is dedicated to handling guest inquiries swiftly, typically within minutes. They are intimately familiar with your property, which enables them to provide highly personalized service. Understanding details like the location of amenities, HVAC operation, and any unique quirks with light switches makes a significant difference. Our management team is directly involved in guest support, ensuring a seamless feedback loop between your property, guests, and our internal systems. This approach allows us to identify and address issues promptly and continuously improve our service. We do not outsource guest support, ensuring consistent quality and responsiveness.

Q: What measures do you take to ensure my home gets positive Airbnb reviews?

A: We focus on crafting an exceptional guest experience by carefully managing every aspect of their stay. This includes personalized guidebooks, timely and informative messaging, and convenient self-check-in options. We strive to be an extension of you, offering a personal touch rather than a corporate feel. By creating a warm and welcoming experience, we aim to foster positive connections and outstanding reviews.

Q: How do you market the property?

A: We list on all the major booking channels- Airbnb, VRBO, Booking, Google, and more. However, we focus exclusively on Airbnb for at least the first 50 guest reviews. Diluting our marketing efforts from the start with a “throw it against the wall and see what sticks” approach results in an underperforming but well-distributed listing. Focus leads to success and Airbnb is the largest marketplace.

Q: Does Haus oversee maintenance services such as pool care, hot tub maintenance, and landscaping?

A: Yes, we handle all aspects of maintenance for your property, including pool care, hot tub maintenance, and landscaping. We can work with your existing vendors or provide our own in-house or contracted solutions, depending on what best suits your needs. Our goal is to ensure that all maintenance tasks are managed efficiently and effectively to keep your property in top condition.

Q: What types of homes does Haus manage?

A: At Haus, we manage a diverse range of properties, from cozy cabins to luxurious farmhouses. Each property receives a customized approach tailored to its unique characteristics and the preferences of its owner. Whether it’s a small retreat or a grand estate, we ensure that every home is managed with care and attention to detail.

Q: How does Haus manage cleaning and maintenance between guest stays?

A: We oversee all cleaning and maintenance between guest stays to ensure your property is consistently spotless and welcoming. Our cleaning team is carefully selected for their reliability, high standards of quality, and dedication to enhancing the guest experience. We make sure that every detail is attended to, so your home is always in top condition for each new arrival.

Q: How does Haus handle emergencies or unexpected situations during guest stays?

A: We are available to guests via the platform app, phone, and text.

Q: How does Haus handle security and key management?

A: We arrange for seamless check-in and key management using physical lockboxes or electronic locks.

Q: How often do you visit the property outside of cleaning?

A: A member of our management team visits your property at least once a month, and more frequently during peak seasons. These visits are in addition to regular cleaning and maintenance, allowing us to keep a close watch on your property and ensure everything is in excellent condition.

Q: What support will be available to me as a Haus property owner?

A: As a Haus property owner, you'll receive comprehensive support that includes detailed monthly statements, maintenance coordination, and guest management. You can contact our team via email, text, or phone whenever needed. We also provide photo updates and keep you informed about important details—both positive and any issues that may arise—so you’re always up-to-date on your property’s status.

Q: What insurance do I need and how do I minimize the risk of renting to others?

A: You need short-term rental insurance, which includes property and liability coverage. Short-term rental insurance replaces your existing homeowner's coverage. Standard home insurance is not sufficient when renting out your home. Airbnb provides insurance-like protection called Aircover for Hosts, which covers property damage and liability up to $1M but is not an insurance replacement. Discuss your needs with a licensed insurance broker.

Q: Do I need a permit or local license?

A: It depends on your town's regulations. Check with the local building department for specific requirements and to request an application.

Q: Can you assist with getting a permit?

A: Yes, we can guide you through the permitting process and inspections as required.

Q: Is Haus insured?

A: Yes, Haus carries general and professional liability insurance.

Q: How quickly can I get my home up and running as an Airbnb with Haus?

A: Typically, we can have most properties listed within 3 to 4 weeks. The exact timeframe depends on the property's current condition and how close it is to being “rent-ready.” We’ll work efficiently to get your home prepared and live on Airbnb as quickly as possible.

Q: What do I need to do to be “rent-ready”?

A: Ensure home systems and amenities are in good working order, declutter and depersonalize, stock the home with essential inventory items, empty the fridge of personal items, and tidy up to be ready for our cleaning team to do a deep clean and stage for guests. We provide a detailed list to help but it's standard items you likely already have: linens, kitchen/cooking items, safety equipment, and consumable supplies likely toiletries.

Q: How does purchasing supplies work?

A: Haus will create an inventory list and manage supplies as needed. Owners are responsible for the cost of consumables and supplies.

Q: Do I need to buy specific linens or supplies? How many sets of sheets?

A: No, we don’t require a fancy brand of linens, however, we suggest white non-microfiber sheets. Microfiber is great at trapping hair and debris and should be avoided. Sateen, cotton, linen, percale are other options.

Q: What needs to be stocked in the home?

A: Please reach out (ops@st.haus) for our latest stocklist detailing the minimum required inventory.

Q: What are the fees and what costs are owners responsible for?

A: Fees include a percentage commission on rental revenue, a monthly maintenance plan, and an onboarding fee. Owners are separately responsible for the costs of repairs, maintenance, utilities, and consumable/cleaning supplies.

Q: Who pays for cleaning?

A: Guests pay for their cleaning at check-out. Owners pay for cleaning when they depart their homes to prepare for upcoming guests. Guests hate paying extra fees, so we try to minimize them. We’ll also need to perform a deep clean every quarter or so, depending on usage. A deep clean is performed during onboarding before the first stay.

Q: How is laundry done?

A: In most cases, laundry is done on-site by cleaners. In some cases, it may be performed off-site or by a linen service.

Q: How is nightly pricing determined?

A: Pricing is based on your specific home, competitor pricing, and market demand, with daily adjustments to maximize revenue in response to hyper-local demand shifts. Pricing will make or break your listing and we spend a lot of time on pricing strategy and revenue management.

Q: What about BBQ propane tank refills?

A: We handle propane refills as needed.

Q: How is trash handled?

A: We utilize commercial trash pick-up services like a regular home that offers drive-in service, dumpsters, or curbside pickup.

Q: Do I need to remit and pay taxes?

A: Yes, you need to register with the county to collect hotel tax. Airbnb collects taxes from guests when they book and remits on your behalf to the county, but you’ll need to file quarterly tax returns to “claim” that revenue. It’s not as bad as it sounds and we’ll walk you through it.

Q: What kind of reporting will you provide?

A: We provide a monthly owner activity statement detailing basic rental activity and expenses. Upon request, we can report detailed listing performance. We love digging into the data but understand not everyone is as excited as we are.

Q: Do you create a guidebook for my home?

A: Yes, each property has its own app-based guidebook with information on nearby attractions, restaurants, amenities, how to use home systems and more. Guests should feel well-informed even before they arrive. Guests rave about our guidebooks in their reviews.

Q: Do you allow pets?

A: Yes, we recommend dog-friendly listings, which have higher occupancy and rates. People love to take their dogs on vacation with them and are willing to pay for the privilege. If you prefer not to host dogs, we can accommodate that as well. Service and emotional support animals must always be accepted without additional fees per NYS law.

Q: Can you help with design and set-up?

A: Yes, we can assist with design and set-up to ensure your home is guest-ready. We have great Airbnb designer and other professionals to assist with any set-up requirements. How you present your home to guests is entirely your choice, but we’re happy to help and advise. Typically investment in design and decor generates a high return and helps differentiate your home.

Q: Is Haus a Superhost and Guest Favorite?

A: Yes, we are a top-performing manager in the region, recognized as both Superhost and Guest Favorite with homes in the top 5% of listings. We have hundreds of 5-star reviews.

Q: Can I use the house whenever I want?

A: Yes, you can use your home as much as you’d like, but we ask for 180 days of annual rental availability and to avoid displacing a confirmed guest reservation. Owners' stays can easily be made and modified in our owner portal.

Q: Can I set specific house rules?

A: Maybe, we craft house rules specifically for your home, but depending on the request, we can include additional rules or items in the guidebook.

Q: How do you handle guest damage?

A: Things happen and minor damage/theft or excessive cleaning is an unavoidable part of renting your home. We’ll pursue damage claims through Aircover for Hosts on your behalf for claims > $75.

Q: Do you have any long-term contracts? Am I locked into anything?

A: If you’re not happy, we’re not happy. We have a 30-day opt-out of our services agreement, no questions asked. You own your listing and we can part ways quite easily. There’s nothing worse than being stuck with a manager who just isn’t working out, we’ve been there. We want to earn your business month after month.