FAQ's
Bookings
What´s the procedure to make a booking?
Clicking Portfolio choose the apartment which will fit your requirements. You can call or send us an email. (booking@higuests.com, +34 600 88 51 31)
How far in advance should you book a service?
You should make the booking at least 24 hours in advance. For urgent requests within 24 hours of stay, please contact us with the subject 'Urgent Booking' and we will endeavour to meet your requirements, depending on availability. Prices are subject to an additional 50% charge on top of the nightly stay.
What will you do after my booking?
We’ll contact you by phone or email to coordinate Check-in and payment method if required.
How do I make changes to an existing booking?
To make a change to an existing booking please use the user name and password given to you. Access to your account and send us a communication to modify the booking.
Payments
When do I pay individual services?
If you book an individual service you should pay by bank transfer or cash at least 2 days in advance to confirm the booking.
Check in / Check out
What hours can I book for check-in?
All day every day! 24/7. Depending on the time, a self check-in process will be organized for you. Our 24/7 team will ensure you don´t have any issues checking in to the property.
Cleaning and Linen
Will your cleaners do personal laundry?
No sorry, we don´t include this service.
General questions
I’m out of town, can you manage my inbox for me?
Sure! In the Full Management Package this is included, but if you want to hire this service separately you can choose the Profile Management Package.
I’m out of town, can you respond to my guests if an emergency comes up?
Yes of course! If you have selected the full management package we’ll respond to your guests 24/7. We will contact you in case of any major issue.
Do you offer maintenance call outs?
We will contact you with a quote before proceeding with the repairs. The payment should be made directly by you.
Do you offer special cleanings?
No sorry, we just provide full package services. But if you are a guest and you require an extra cleaning and/or linen let us know and we will provide it.
Do you offer linen rental without cleaning?
No sorry, we just provide full package services. But if you are a guest and you would need an extra cleaning and/or linen let us know and we will provide it.
Can I book a domestic cleaning service only?
No sorry, we just provide full package services. But if you are a guest and you would need an extra cleaning and/or linen let us know and we will provide it.
Can I book individual services?
No sorry, we just provide full package services.
Payments
When do I pay the full management service?
For full management we will send you a monthly invoice.
The invoice will include the cleaning and HiGuests Fee of your monthly net income (rate is only taken from your net booking total, ie after any booking fees have been deducted)
When do I pay the profile management service?
For full management we will send you a monthly invoice.
The invoice will include the cleaning fee and 8% of your monthly net income (rate is only taken from your net booking total, ie after any booking fees have been deducted)
Full Management
What’s included in the full management package?
We create your profile and list it on multiple key short term rental platforms, we will manage the communication with guests and the dynamic rental pricing. After booking we will take care of the guest. Ensuring professional cleaning is done, providing fresh linen, towels and home essentials. Check-in and check-out and guests’ communication during their stay (24/7 hours support).
What’s not included in the full management package?
We will manage all the maintenance of the apartment to ensure guest is having a perfect stay. Any maintenance cost will be charged to the host.
Is my apartment covered if the guests damage my property?
The insurance for damaged and stolen property should be covered by the host. However, all guests will be charged a deposit at time of booking. If damages are found at time of check out the deposit will not be refunded to the guest. If the guest doesn´t agree with the charge, the booking platform used will have the last decision on whether the deposit will be refunded or not.
My lease doesn’t permit subletting but I want to book your services to manage my home, what should I do?
You need to be aware of the associated risks with this decision. HiGuests can’t advise on this matter.
I have an Airbnb account, will you create a new one?
We will review your existing profile, and we will recommend whether to use it or if creating a new one would maximize your earnings.
Can I have access to my calendar and inbox on AirBnB?
Yes! You'll have full access to your calendar with our Hi Host App. Airbnb (or other platforms) access will not be shared with customer.
Where do you store my keys?
We store all our keys in a secure space and will never put your address or other sensitive information on the key tags. 24 hours controlled.
Profile Management
What does it consist the profile management?
We create a profile in our website and in the key short term rental channels (Airbnb, HomeAway, Booking.com) we optimize your income with dynamic pricing, manage your inbox.
Once a booking is confirmed, the details are sent to Operations that will handle all the logistics around the guest stay.
How do you ensure optimal income?
Our Profile Management team works in several platforms to cover worldwide travelers. We analyze market trends and similar accommodation prices to select the correct price, to ensure maximum income every day and monthly occupancy rate.
What does the Profile Management Package consist of?
We create a profile in our website and in the key short term rental channels (Airbnb, HomeAway, Expedia, Agoda, Stayz, Booking.com as well as more). We maximize your income with dynamic pricing tools, manage your inbox 24/7 with a dedicated team.
Once a booking is confirmed, the details are sent to Operations who will handle all the logistics around the guest stay.
Check in / Check out
What’s happens if the guests are late?
If your guests are delayed, they should notify us directly on 0466 047 729 or through the Guest App, we can then re arrange the check in time or may organize a self check-in procedure.
Will you have contact with the guests during their stay?
In case you have selected the full management services, we will provide 24/7 guest support.
Do you report on the post-stay guest conditions?
Sure, our check-our procedure ensures that we’ll always check with the guest that everything is in order and we’ll report to you promptly. We’ll write your guests review in the booking platforms and communicate with your guests for a good review back.
What is self check-in?
Self check-in means the guest will be able to gain access to the property using a keylock box, smart lock or keypad any time after the designated check in time on their arrival date.
Cleaning and Linen
What’s included in your cleaning service?
We clean your home after each stay and we’ll check that your home is ready for your guests (you can book pre-stay cleaning at an extra cost) and for your return.
If the owner wants to use the property for themselves, a cleaning fee will be charged.
What’s included in your linen rental service?
We will provide the necessary linen and towels for your property and your guests (depending on the number of rooms and guests). As an example, 1 bedroom and 2 guests includes : 1 flat sheet, 1 duvet cover, 2 pillow cases, 2 bath towels, 2 hand towels and 1 bath mat.
Will your cleaners do personal laundry?
No sorry, we don´t include this service.
How do I provide my bed sizes?
During the first interview, we'll make sure your bed sizes are well noted. Please let us know if you decide to change your bed sizes.
Do I get the same cleaner every time?
We cannot guarantee that she/he will be available. We have selected the best cleaning partners to maintain HiGuests standards. We will personally control the cleaning service to make sure that your apartment is HiGuests ready!
Extra services
Can you pick up a welcome package for my guests?
If you have any special request, let us know and we'll try our best.
Why should I give the guests a welcome package?
It will improve your reviews and have more inquiries and therefore you will have a higher occupancy rate and in turn earn more. Eventually become a Superhost.
Are home essentials included in your services?
If you book a full management, it’s included in the service.