FREQUENTLY ASKED QUESTIONS
Clear, honest answers to the questions property owners ask most.
About Our Management Model
How is your model different from other SA management companies?
Most SA managers use a commission-based estate agent model — they take all guest money, deduct 15–20% commission, subtract cleaning/laundry costs, and pay you whatever is left.
We use a fixed-fee model where:
• You receive 100% of guest booking funds directly
• You pay a simple monthly fee
• You pay cleaners & laundry directly (no markups)
• There are no deductions from your revenue
It’s a fairer, simpler, more transparent approach.
Why don’t you include photography in your monthly fee?
Because our monthly fees are low and transparent.
Competitors can “include” photography because their commission-based fees are much higher and can absorb the cost.
We prefer to avoid inflated ongoing fees and keep costs honest and clear.
We can recommend photographers at cost.
Do you take commission on bookings?
No.
All guest funds go directly to you.
Pricing, Fees & Payments
What does the setup fee cover?
Your setup fee covers the full onboarding process, including:
• Airbnb & Booking.com listing setup or rebuild
• Channel optimisation
• Pricing setup
• Channel Manager configuration
• Guest communication framework
• Initial performance alignment
• Setup support and property readiness review
Keeping this as a one-time fee ensures your monthly fees remain low and fair.
Are your prices per property or per unit?
Our prices are per unit.
Examples:
• 1 house = 1 unit
• A B&B with 8 rooms = 8 units
• A block of 6 serviced apartments = 6 units
Multi-unit discounts are available.
Do you offer multi-unit or portfolio discounts?
Yes — we provide custom pricing plans which offer increasing discounts for more units, for:
• B&Bs
• Guesthouses
• Aparthotels
• Apartment blocks
• Landlords with several SA units
Is cleaning included in your fee?
No — and intentionally so.
Cleaners and laundry providers invoice you directly, ensuring full transparency.
Many SA managers hide these costs within their deductions.
We prefer a fair, open model.
Onboarding & Setup
How long does onboarding take?
Our onboarding form is detailed because it gathers everything needed for setup.
It may take 20 minutes to over an hour, depending on how much information you already have.
You can:
• Save progress
• Return anytime
• Complete it at your own pace
Once completed, we can list your property within 7 days.
What information do you need during onboarding?
You’ll be asked for:
• Property layout and details
• Access instructions
• Amenities
• Photos (or arrangements for photos)
• Cleaner details (if you have one)
• Payment details
• Safety/compliance information
The system guides you step-by-step.
Can you help with layout, furniture, and design?
Yes.
All clients receive foundational guidance, including:
• Layout optimisation
• Guest-flow recommendations
• Setup tips
• Item checklists
We don’t supply furniture packages, but we provide expert advice.
Do I need professional photos?
We strongly recommend it.
Professional photos dramatically improve listing performance.
We can recommend trusted photographers.
Operations & Day-to-Day Management
Who handles guest communication?
• BNB Pro → You handle guest communication yourself
• Booking Pro+ and Multi Pro+ → We handle all guest communication + printed guest guides + full messaging system
Who handles maintenance?
For Booking Pro+ and Multi Pro+ clients, we coordinate maintenance and help arrange contractors.
The owner pays contractors directly for transparency.
For other plans, we provide guidance and best practices.
Who handles cleaning and laundry?
All clients receive cleaning guidance.
Cleaners and laundry providers invoice you directly — no hidden margins.
In Hull, clients may use our in-house Esteem Group cleaning and laundry services.
Do you manage the listings on Airbnb and Booking.com?
Yes — across all plans.
Do you manage VRBO?
No — VRBO generates very few bookings in most UK locations and adds unnecessary complexity.
We focus on Airbnb and Booking.com, where nearly all revenue is generated.
Do you manage direct bookings?
Yes — for zero commission.
Revenue, Pricing & Performance
How do you manage pricing?
We combine:
• Dynamic pricing tools
• Market monitoring
• Local event tracking
• Competitor analysis
• Daily human adjustments
This approach consistently delivers ~85% occupancy for typical SA units.
Can you increase my occupancy?
Yes — in most cases.
Automation alone often leaves money on the table.
Because we combine tech + human expertise, performance improves.
How do I see my bookings and revenue?
Clients get full access to our Owner Portal, where they can:
• See live bookings
• Track occupancy
• Download revenue reports
• View the calendar
• Monitor performance trends
Suitability & Property Types
Is my property suitable for serviced accommodation?
Most houses and apartments are suitable.
We review every property honestly and give clear feedback during onboarding.
Do you work with B&Bs and aparthotels?
Yes — via our custom multi-unit pricing.
We can centralise pricing, cleaning coordination, and direct bookings.
Can I use my property for personal stays?
Yes.
Just let us know the dates and we will block the calendar for you.
If you’d like more hands-on control, we can set up access so you can:
• View the calendar
• Block dates yourself
• Manage personal stays easily
You choose the level of control.
Locations & Coverage
Do you operate nationwide?
Yes — Esteem Stays supports properties across the UK.
Cleaning and laundry are in-house only in Hull, but we source reliable providers nationwide.
Are there areas you cannot support?
We can support any UK location where:
• There is realistic SA demand
• Cleaners are available
• The property fits the SA model
If not, we’ll be honest and guide you.
Contracts & Commitments
Is there a long-term contract?
Our minimum term is 3 months.
This is extremely competitive — most SA management companies require 12-month tie-ins with strict exit clauses.
We prefer a fair, flexible approach:
• 3-month initial term
• After that, rolling monthly 3-month notice
• No punitive exit fees
• No commission penalties
We want clients to stay because they’re happy — not because they’re locked in.
How easy is it to switch from another SA management company?
Very easy.
We’ll guide you through:
• Transferring your listings
• Rebuilding or optimising them
• Setting up your pricing
• Connecting your accounts
• Coordinating cleaners
• Managing the handover smoothly
Most owners switch with no downtime.
Ready to Get Started?
If you want a simple, transparent SA management experience backed by real hospitality knowledge, we’d love to work with you.
Your property could be live within 7 days.
