Homeowner FAQs
Getting started
We work with homeowners and investors looking to professionally manage their property as a short-‑term holiday rental, ensuring compliance, guest quality and asset protection.
A residential lease locks you in for months or years, with limited access to your property. A Holiday Agreement is open‑ended, with just 90 days’ notice from either party, offering far greater flexibility. You retain access for gardening and maintenance between bookings and can use the property for owner stays for friends and family at no charge. All turnover costs (cleaning, linen, maintenance, gardening, furnishings and set‑up) are tax deductible. Your asset is also better protected: the property is thoroughly cleaned after every stay, issues are addressed immediately, guests pay in full upfront, and you avoid end‑of‑lease damage, unpaid rent, and costly clean‑ups.
Contact our team to arrange an initial discussion and property assessment. We’ll walk you through suitability, compliance requirements, and expected performance. Find out more here.
No, our packages are fixed and have been priced accordingly. That said, we are happy to discuss your requirements, as there may be alternative solutions. such as engaging a caretaker on a rural property to deliver tasks we’re unable to provide.
We provide full‑service holiday home management for bookings, guest communications, pricing, cleaning, linen, guest supplies and compliance. While we actively coordinate cleaning, maintenance and mowing related to guest stays, we are not a property caretaker. Owners remain responsible for the long‑term upkeep of their property, including upgrades, utilities and services, insurance claims, overall garden maintenance and major maintenance decisions.
Our short-term holiday home management services include:
- Listing creation and optimisation
- Guest communication and screening for sleeps 10+
- Pricing and revenue management
- Cleaning, linen and guest supply management
- Compliance and risk management
Our service agreement has no fixed term. Either party may terminate with 90 days’ written notice. If the property is placed on the market for sale, you can continue to accept bookings under our on‑the‑market terms, and the property may be sold with bookings in place. Speak with us early to understand how this process works and ensure a smooth transition.
Our service agreement has no fixed term and may be ended by either party with written notice in line with the notice period set out in the Management Agreement. If your property is placed on the market for sale, you may continue accepting bookings under our ‘on‑the‑market’ terms, and the property can be sold with bookings in place.
General questions
At Holiday Rental Specialists, we use industry-leading dynamic pricing software to ensure your property is always competitively priced and earning at its full potential.
Dynamic pricing adjusts nightly rates in real time based on demand, seasonality, events, and market trends.
Instead of a flat rate all year, this approach helps you achieve the best possible returns — charging higher rates during peak periods while staying competitive in quieter months.
Our team monitors and manages the system for you using advanced technology and real-time market data to optimise your pricing. Trust the process as it’s designed to deliver the best results without the need for manual change.
We use a leading bookings management system and provide you with owner access via a secure portal. This portal allows you to view booking details, view invoices and statements and make owner bookings. You will also receive an email confirmation for any new guest bookings. We recommend using the owner portal as your primary source for booking information.
Absolutely. Owners retain full control over availability for personal stays and can block out dates at any time. While this flexibility is important, we recommend keeping peak booking periods available wherever possible, as these are typically the highest‑earning times for your property.
No. Cleaning and linen for guest bookings are charged at a fixed rate directly to the guest and do not appear on your statement. For owner stays, cleaning is charged separately at an hourly rate, and linen is charged only for the beds used, with these costs shown on your statement.
Yes. We list across major booking platforms and manage pricing dynamically to maximise exposure and revenue.
Pet‑friendly accommodation is in high demand and can significantly increase bookings, particularly outside peak seasons. We charge a $100 pet surcharge per pet (negotiable to secure bookings), which forms part of the tariff and is remitted to you less our management fee after the stay. Pet‑friendly means pets are permitted inside the property, not merely tolerated, and guests are provided with clear pet guidelines. The surcharge covers additional cleaning, regular carpet cleaning, and minor maintenance. It is non‑refundable unless the guest chooses not to bring their pet.
Yes. All guests are vetted and verified. ID checks and security procedures are in place to protect your asset.
Beyond entertainment, guests now expect Wi‑Fi as a standard inclusion for convenience, work, and connectivity. Wi‑Fi also supports smart devices that help manage temperature efficiently and monitor noise and occupancy (via decibel and CO₂ monitoring), assisting with guest comfort and Code of Conduct compliance. Off‑grid properties may be the exception where connectivity is not feasible.
Check in time is 3:00pm. Check out time is 10:00am. Check in/out times need to be the same for owner bookings to ensure our housekeeping team have enough time to turn around multiple properties in the busy schedule. Should you wish to check out of your property later than the set time, we suggest you book an additional night. It is difficult for us to change a housekeeper schedule at last minute, and we cannot guarantee last minute changes can be arranged. We like to offer guest complimentary early check in and late check out when we know it’s possible. It adds to guest satisfaction and promotes good reviews
Our team is available to guests 24 hours a day, 7 days a week.
No. We are an exclusive agency. All paid bookings must be processed by our bookings team. This prevents costly double bookings.
All owner bookings must be entered into the owner portal via the property management system to avoid double bookings, which can be costly and embarrassing. If you wish to extend your stay, please update the booking in the portal. For last‑minute extensions, we recommend calling us to ensure we don’t accept a conflicting booking.
You don’t have access to the administration section of your listing. To ensure consistency, we require professional photos taken at the same time. If you have high‑quality seasonal or lifestyle images the photographer can’t replicate, you’re welcome to send them through. Images must be full‑size, landscape, and JPEG format.
In some cases, such as wedding accommodation or special needs bookings, guests may attend our office with ID and be provided with the key safe code to conduct an unaccompanied inspection.
Housekeeping and maintenance
We coordinate professional cleaning and maintenance and liaise with trusted local contractors. Costs are transparently passed on, with no hidden fees.
Yes, you’re welcome to clean the property yourself, this can reduce housekeeping costs. Our housekeeper will still attend to check the property and complete any missed items to maintain quality standards. Owner cleans are charged at an hourly rate, with a minimum fee of $110 for the first two hours and $55 per hour thereafter, which applies even when owners clean.
Your allocated housekeeper manages bin night, with guests also reminded via the guest folder, kitchen card, and a text message. Bins must be empty for incoming guests. Any excess rubbish is the guest’s responsibility or charged back to them; otherwise, a claim is made. Additional collections during peak periods may be arranged at the owner’s expense and will appear on your monthly statement.
Properties with wood‑burning fireplaces must supply sufficient firewood and fire‑starting materials for the entire stay, year‑round, with the fireplace set and ready on arrival. Guests book these properties specifically for the fireplace and expect it to be usable. Outdoor fireplaces do not require wood, though supplying enough for the first use is appreciated.
Guests are expected to clean the BBQ hotplate and grill after use, but not to dismantle it or deep clean components. Properties must provide suitable BBQ cleaning tools and products. A full clean is typically charged at $50 and may be completed by a handyman. BBQs require regular replacement in holiday rentals – generally every two years at minimum.
Our team manages guest and booking‑related maintenance to ensure the property is guest‑ready. Renovations, building quotes, and insurance matters remain the owner’s responsibility. We can provide trade contacts and manage key access, or action works on your behalf at $90 per hour + GST.
Housekeeping will replenish supplies as required and you will see this as an expense on your statement.
No. We do not manage property inventories. While owners may choose to keep their own inventory for depreciation purposes, the cost and effort outweigh the benefit. Minor items are generally treated as normal wear and tear and considered a cost of doing business. Only deliberate or accidental damage to larger, high‑value items is typically claimed.
Compliance and management
Yes. Short-term rental regulations vary by state and council. We guide owners through all compliance obligations.
While we are not insurance specialists, we recommend EBM’s Rent Cover Short‑Term Policy, which offers comprehensive cover with an excess of no more than $350 per claim. The policy includes landlord liability, guest accident or malicious damage, loss of rent, pet damage, tax audit cover, guest injury or death, and water, fire, and storm damage. Please contact EBM directly for a quote and advice on the most suitable cover for your circumstances.
A Fire Safety Inspection is carried out at the time of Onboarding and a certificate provided, Holiday Rental Specialists will manage inspections, certifications and maintenance as required.
We manage the fire safety compliance for you which varies from state to state. It includes the emergency advise page, evacuation diagrams and the compliance inspection/certificate.
This is a common misconception. Signage acts as a deterrent by indicating there is no permanent resident and limited valuables, while also creating uncertainty about who may attend the property at any time. The sign helps guide guests, provides neighbours with a contact point, supports issue reporting, and assists us in responding quickly if concerns arise. In many states, signage displaying a 24‑hour contact number is a regulatory requirement, under the relevant Short‑Term Rental Code of Conduct.
In some regions, yes. Night caps apply to non-hosted properties in certain council areas. We’ll advise how this impacts your property specifically.
Yes, they must have an ABN and Insurance and provide those details to our team.
If you make major changes or upgrade it is necessary to reflect this in the marketing of your property, simply email the details to your Portfolio Manager. They’ll arrange updates to the listings within two business days.
Just email us with your new details in writing, we will call you to confirm the instruction has come from you (and verify that it is not a scam email).
Financials and returns
Returns vary depending on location, seasonality, property features and presentation. We provide realistic income projections based on comparable local data.
We report within the first few business days of each month for income from the previous month’s departed bookings. You’ll receive an EFT payment and an emailed statement outlining income and expenses. All invoices and past statements are available in the owner portal.
Yes absolutely, with all your costs itemised for your accountant on one easy statement.
Owner peace of mind
While damage is uncommon, if it does occur Holiday Rental Specialists manages the process on your behalf. Any damage is assessed and documented with supporting evidence, and we pursue recovery through the guest, their payment method, or the relevant booking platform where applicable. Repairs are arranged promptly to minimise booking disruption. If recovery is unsuccessful due to a dispute or chargeback, the owner may choose to lodge an insurance claim, while we provide all supporting documentation, the insurance claim itself is managed by the owner.
All marketing and Code of Conduct terms strictly prohibit parties, functions, and excess guests. Most guests comply. If issues arise, we contact guests directly, attend the property if needed, and rarely evict. Neighbours are provided with our 24‑hour contact details, as required under the NSW Fair Trading Code of Conduct, and signage is displayed at the property.
You’ll have a dedicated Portfolio Manager as your main point of contact for all day‑to‑day matters, including housekeeping, maintenance, guest issues, feedback, and claims. They’ll coordinate with our specialist teams, (bookings, marketing, revenue, maintenance, finance, and listings), as needed and keep you informed.
We inspect properties every three to four guest bookings. Please note we do not inspect prior to owner stays and rely on owners to advise us of any cleaning or maintenance issues on those occasions.
Marketing can note that schoolies are not accepted, however instant bookings make full screening difficult. Some properties accept schoolies under strict conditions, though dishonesty can still occur.