HOST’D / OWNER GUIDE

Everything you need, in one place.

A little guidance for caring for your home, understanding your bookings and working together. Choose a chapter below, then open any question you’d like to explore.

01Your Home & CalendarOwner stays, calendar blocks and visits

Can I block out dates or access my property if needed?

Your home is always yours to enjoy, and there are no limits on how often you can stay.

When you'd like to reserve dates for yourself, friends or family, simply send us a request through our Book Your Home form.

Your owner spreadsheet is kept up to date with reservations, so you can see what's booked and what's available. Sending your request through the form also notifies our team by email, giving us a clear record of your dates and helping ensure nothing gets missed.

We'll double-check availability against existing reservations and, if the dates are free, create your booking and confirm everything with you.

Please note: Your dates are only secured once we've confirmed your booking.

Request Your Dates

As a homeowner, am I restricted on how many nights I can stay per year?

Not at all!

Your home is yours to enjoy whenever you like. There are no restrictions on how often you can use it. Our role is simply to take care of the property when you’re not there and ensure seamless hosting when you are away.

Post-Stay Reset Options for Owners, Friends, and Family

When you, your family, or friends are planning a stay at your property, we offer two flexible reset options.
You're welcome to choose whichever suits your needs each time. All you need to do pre arrival is let us know which option you would like and we will do the rest.

Option 1: Full Reset Before Arrival + Full Clean After Your Stay

We’ll prepare the property just as we would for a guest booking – clean, fresh, and ready for your arrival, with full linens to suit you or your group.

With this option, the usual service fee will be added to your expenses after your stay. This covers the pre-arrival clean, post-stay reset, and full linen replacement.

If only one suite is used, we’ll adjust the service fee to reflect that. If all suites are used, the standard service fee applies.

Option 2: Move In ‘As-Is’ – We Clean After Your Stay

If there’s a guest staying before your arrival, we can hold off on the reset and schedule it after your stay.

This option is ideal if you're happy to arrive as-is and would prefer to skip the full reset cost.

You’re welcome to help yourself to linen supplies - Just let us know. If only one suite is in use, we’ll charge a linen reset based on what you need. If all suites were used, the standard linen replacement will apply.

02Bookings & PricingReservations, pricing and guest experiences

How does pricing work for my property?

At Host’d, we use a dynamic pricing strategy to make sure your property is always competitively priced while achieving the best possible return.

We partner with PriceLabs, an advanced pricing tool that updates your rates daily based on:

Seasonality – adjusting for peak holiday periods, school breaks, and quieter off-seasons.
Local demand & events – tracking festivals, concerts, and other happenings that drive higher bookings.
Market trends & competitor analysis – ensuring your property stays attractive compared to similar listings nearby.
Occupancy patterns & historical data – using proven insights to fine-tune pricing for maximum revenue.

This approach means your property isn’t locked into static rates. Instead, it responds intelligently to market shifts, striking the right balance between high occupancy and strong nightly rates.

Is there anything I can do as a homeowner to maximise my property’s returns?

Yes!

While we manage the day-to-day hosting, there are several ways you can help boost your property’s earning potential:

Keep the property updated – Small upgrades like cozy furnishings, updating soft furnishings when they get a little worn or modern appliances can increase guest appeal and keep reviews strong.
High-quality photography – Professionally styled images make a significant difference in attracting bookings. It’s the images that compete for the reservations so they are our best first impression!
Garden maintenance and exterior decking or wood stains – Keeping outdoor areas well-presented makes a big difference to guest impressions. Regular gardening, lawn care, and upkeep of exterior features such as decking or wood stains remain the responsibility of the homeowner. These touches not only protect your investment but also enhance the guest experience by creating a welcoming first impression.
Flexibility with high-demand dates
While it can be tempting to block your home during peak events or holiday periods, leaving your property available on these high-demand dates can significantly increase your returns. Flexibility around when your home is bookable helps us capture premium rates and ensures you benefit from strong market demand.
Adding your property to Airbnb wishlists
Properties that are frequently saved to guest wishlists gain more visibility on Airbnb. We encourage owners, friends, and family to “heart” or save the listing - this small action can improve your property’s ranking in search results and increase booking opportunities. It’s a simple way to boost exposure and help your home stand out.

By working together on these aspects, we can ensure your property stands out in the market and achieves its best possible returns.

How are general revenue trends for a first-year property vs. an established one?

It’s completely normal for a new property to experience a ramp-up period in its first year. Building visibility, collecting reviews, and fine-tuning pricing all take a little time, but the rewards are well worth it.

First-year properties – Expect a gradual increase in bookings as the listing gains traction. Each positive review helps build trust and improves visibility on all booking platforms.
Established properties – Once a listing has accumulated steady reviews and occasional repeat guests, revenue and occupancy tend to stabilise. In many cases, owners see a 10–30% improvement in performance from year one to year two.

This natural progression means that patience in the early stages pays off, as your property grows into a trusted and sought-after listing.

What kind of occupancy rate can I expect?

At Host'd, our reputation for exceptional hosting and thoughtful property management consistently translates into strong occupancy rates across our portfolio. With a focus on warm communication, seamless guest experiences and beautifully designed spaces, we’ve built a trusted name that attracts both first-time visitors and returning guests.

Our properties often outperform regional averages thanks to our proven strategies, dynamic pricing tools and expert management. Positive reviews and word-of-mouth recommendations play a key role in maintaining high demand, while our commitment to quality ensures every stay meets or exceeds guest expectations.

While occupancy can vary depending on factors like location, property type and seasonality, Host'd’s dedication to excellence ensures your property is positioned for success. With us, you’re not just listing a space – you’re offering an experience that guests remember and recommend, driving consistent bookings and maximised returns.

When will the professional photos of our home be taken? If we make changes (e.g., new furniture), would updated photos be needed?

We typically schedule professional photography within the first few months of onboarding. If you make significant updates - such as new furniture, decor changes, or amenity upgrades - we recommend booking an updated photoshoot to keep your listing looking its best.

If we needed to cancel a booking six months in advance for any reason, what would the process be?

If you ever need to cancel a booking (even months in advance), here’s how we handle it:

Let us know right away. The sooner we know, the more gracefully we can handle the guest experience.

We review the platform’s policy. Airbnb and other booking platforms each have their own cancellation rules, and there can be penalties — but we’ll assess your situation carefully and advise on the best course of action.

We’ll help smooth things over. If a cancellation is necessary, we work to rebook the guest (or relocate them) and manage communication to protect your reviews and listing performance.

Where else is my property listed?

To maximise your booking potential, we list your property across a range of platforms, including:

Airbnb – our primary platform with trusted visibility and strong guest engagement

Booking . com – to capture a wider range of international and last-minute travellers

VRBO – to capture the bookabach, expedia and american market as well as older NZ demographic

Google – enabling direct visibility through search and map listings

TravelEssence – a curated European platform focused on unique stays in NZ

Our direct booking site – where repeat guests and referrals can book without third-party fees

This multi-channel approach ensures broad exposure while maintaining control over pricing, branding, and the guest experience.

How does Host’d handle guest reviews?

We treat every guest review as a chance to refine the experience - not just reactively, but proactively.

All feedback is read and tracked, with responses shared warmly and gratefully.

Positive comments are celebrated and shared with you, reinforcing what’s working.

Any constructive suggestions or concerns are reviewed and, if needed, added to a property’s maintenance or improvement checklist.

We integrate relevant notes into future design tweaks, system updates, or guest communication - always aiming to elevate the overall stay.

This ongoing loop of feedback keeps each property evolving with intention, ensuring guests feel heard and your home continues to shine.

Our guests really are our eyes and our ears in your property and our strong communication channels ensure they feel computable and responsible to share even the smallest of details.

03Payouts & ExpensesManagement fees, statements and payments

What does the management fee cover and how is it structured?

Our management fee is a percentage of your booking revenue, so our success is directly tied to yours. This fee covers the complete management of your property, ensuring a seamless experience for both you and your guests.

It includes:

Guest communication – Prompt, professional responses and full support for guests before, during, and after their stay.
Listing management – Optimised pricing (using PriceLabs), calendar updates, and regular platform improvements across all channels to keep your property competitive.
Housekeeping coordination – Scheduling, ordering and delivering of all linens, scheduling and overseeing cleaning rosters and team management and communication, maintenance, and quarterly inventory restocking, purchase and delivery.
Marketing & analytics – Advertising across multiple booking platforms, Partnering with local tourism companies to help gain exposure and reservations, monitoring performance and booking trends.
Owner support – Quarterly updates on occupancy, earnings, market trends and tailored recommendations for maximising returns.
Accounting-ready financials – We’ve worked closely with our accountant to design clear booking master sheets, detailed owner statements and monthly/annual PDF reports that can be handed directly to your accountant with no extra work required. Both GST and non-GST owners are fully supported with these.

With this structure, you can enjoy the benefits of hosting without the day-to-day workload, knowing that every detail is being looked after.

How does the service fee work and what does it cover?

The service fee is made up entirely of the cleaning fee and linen hire for your property. It is carefully calculated based on the average time it takes to reset your home after each stay and the cost of linen required for your setup.

This fee is extremely tight — we make no profit from it. Instead, it is a pass-through cost that ensures your property is always presented at Host’d standards. Because cleaning times and linen use can vary slightly from stay to stay, the fee is worked out on a balance of “overs and unders”. Some cleans may take less time, others may take more. Sometimes fewer linens are needed, and other times every item is used. Over time, this evens out so the service fee remains fair and predictable for your property.

The service fee covers:

Standard cleaning after each stay.
Laundry and linen hire – all bedding, towels, and linens.
Restocking of essentials (toiletries, cleaning supplies, consumables, etc.).
Full management oversight – Host’d coordinates all aspects of the process, including ordering, scheduling, and delivery of linen, as well as managing and supporting the cleaning team.

If, on rare occasions, a property is left excessively dirty or requires significantly more time than usual, an additional charge may apply. This is always documented and, depending on the circumstances, may be charged to the guest, shared between Host’d and the owner, or covered directly by the guest through the booking platform’s claims process.

This structure keeps the service fee transparent, fair, and entirely focused on covering costs, while Host’d continues to manage and oversee every detail on your behalf.

* NB: You may have noticed an increase in 2024. This was due to a rate increase and adjustment from our linen company, which was passed directly through at cost.

What does the cleaning fee cover, and why does it look different on booking platforms compared to our spreadsheets?

This can feel confusing at first glance. On platforms like Airbnb and other OTAs, the “cleaning fee” that guests see is not a direct reflection of our actual cleaning and linen costs. Instead, it is set strategically as part of our pricing model.

Here’s how it works:

We set the cleaning fee as high as we reasonably can for each property, based on location, guest expectations, and market positioning. Guests are accustomed to seeing a cleaning fee, so this allows us to capture more revenue at the top level.
The amount shown on the OTA is not the same as the cleaning and linen costs recorded on your Host’d owner statements. Those actual costs are calculated fairly and consistently based on your property’s size, cleaning time, linen use, and related expenses.
Because of this, the cleaning fee on Airbnb or other platforms will often appear different (usually higher) than what you see on your spreadsheets. That difference is intentional — it strengthens your property’s earning potential without affecting how we track and charge actual cleaning costs.

In short: the OTA cleaning fee is a guest-facing revenue tool, not a cost reflection. The true cleaning and linen costs for your property are always recorded transparently in your statements.

What does the management fee cover?

The management fee is always 30% of profit (after the service fee). This does not change and is structured so our success is directly tied to yours. It covers the complete management of your property, ensuring every detail is handled with care and professionalism.

It includes:

Guest support & communication – managing all inquiries, bookings, and guest needs before, during, and after their stay often at all hours of the day and night.
Platform integrations and updates – keeping your property connected, updated, and competitive across multiple booking platforms.
Operational oversight – coordinating and supporting housekeepers, managing their schedules, quality standards and ensuring every reset meets Host’d’s expectations.
Daily communications – overseeing and responding to the constant flow of guest and team messages to keep everything running smoothly.
Maintenance coordination – working with trusted trades and suppliers to address issues quickly and protect the property’s condition.
Financial reporting – maintaining your booking master, generating monthly PDFs, and preparing owner statements ready for your accountant.
Pricing & revenue optimisation – daily monitoring of PriceLabs to align your rates with market demand and seasonal trends.
Marketing & bookings – proactive guest communications, market evaluations, and partnerships with Development West Coast and other tourism bodies to gain exposure.
Global agent partnerships – managing relationships with our European agents and other booking partners to bring in high-quality direct reservations.

With this structure, you can step back knowing that Host’d is not only managing bookings and guest care, but also actively supporting the team on the ground to ensure your property delivers a consistently high standard of hosting.

How do you handle GST and Airbnb's regulations?

With Host'd managing over 2000 nights per year across our portfolio, we have the option to opt out of Airbnb's collective GST rules. This allows us to handle GST directly, ensuring transparency, accuracy, and compliance with New Zealand tax regulations.

For property owners, this structure means your accounts are streamlined and simplified, making it easier for your accountant to manage reporting and filings. Every booking, expense, and financial detail is tracked with precision, reducing the administrative burden on you. In short, Host'd's GST registration and operational scale not only maximise efficiency but also ensure your financial records are clear, accurate, and ready for your accountant - giving you peace of mind and more time to focus on what matters most.

How is the pet fee determined, and how is it allocated?

The pet fee is set based on extra cleaning time required for pet-friendly stays.

This fee contributes to additional housekeeping efforts, such as deep cleaning upholstery, vacuuming fur, and sanitizing high-traffic areas. It ensures the property remains clean and fresh for all guests.

When do homeowners receive their payment?

Homeowner payouts are made on the 15th and the last day of the month, ensuring a smooth and consistent schedule at mid-month and end-of-month.

This approach keeps payments on a familiar two-week rhythm while making things simpler and more organised for accounting and owner statements. It’s all about keeping things clear and hassle-free for you!

How are payments processed and invoiced?

For Guests:

We offer different payment methods depending on the booking source. Here’s how payments and invoicing work across our channels:

Direct Bookings (Bank Transfer) - Guests can pay directly via bank transfer. This method avoids third-party processing fees.
Stripe (Credit Card Payments) - Payments made via Stripe include standard processing fees, and international transactions may incur additional charges.
Online Travel Agencies (OTAs) - Airbnb & Google - These platforms handle guest payments and deduct their own service fees before releasing the balance to us. We use these platforms to expand visibility and reach a broader audience.
- Booking.com – Guests are invoiced, and payments are processed after their stay. Booking.com deducts a commission, typically 18% of the total booking cost.
- Travel Essence - Payments are received at least two weeks before the guest’s arrival, ensuring funds are processed in advance.

For Owners:

Direct Bank Transfer - Owner payouts are processed via bank transfer on a fortnightly basis, the 15th & end of the month.

We’ve noticed that when booking one of your properties, the cleaning fee is listed, but taxes and the service fee are included in the overall price. Could you clarify how that works?

Yes!

On Airbnb (and most major booking platforms), the cleaning fee is shown as a separate line item, while the service fee and applicable taxes are bundled into the total price a guest sees.

Here’s how it breaks down:

Cleaning Fee: Displayed clearly as a separate charge. This helps guests understand they’re paying for the professional cleaning and reset between stays.
Service Fee + Taxes: These are included in the total nightly or stay price but not broken down during browsing. Airbnb collects these fees on behalf of the host and any relevant tax authorities. They help cover platform costs and regulatory compliance.

This setup helps streamline the guest experience by making the overall pricing feel more “all-inclusive,” even though some fees are itemised later in the booking process.

04Housekeeping & Home CareCleaning, linen and thoughtful property care

Is there an audit or check-off process for home items after each guest to ensure things are replaced or found again?

Yes!

After each guest stay, our housekeeping team follows a checklist process to ensure your home is reset to standard. This includes:

Routine inventory checks – confirming that key household items (media, cookware, appliances, and essentials) are present and in working order.
Small replacements – if minor items like cutlery, glasses, or other essentials are missing or broken, our team reports the breakage with photo documentation and Host’d replaces them without troubling you.
Breakages & replacements policy – for larger or more costly items, we’ll always keep you informed. Anything under $100 is usually replaced by our team to keep things running smoothly, while anything above $100 will require your approval before purchase.
Prompt reporting – if something significant is missing or damaged, you’ll be notified right away and we’ll coordinate next steps with you. Airbnb provides Aircover insurance for most things and we follow up with guests for immediate reimbursement.

This proactive approach means your property stays guest-ready at all times, while you retain oversight and decision-making for bigger expenses.

What does the cleaning fee cover, and what happens if extra time is needed due to particularly messy guests or damage?

The standard cleaning fee covers:

A full professional clean after each stay
Reset of all linens - bedding, towels, bathmats, hand towels and facecloths
Restocking essentials like soaps, toilet paper, and kitchen basics

If a guest leaves the property excessively dirty (e.g., food spills, stained linens, unbagged rubbish) or causes damage that requires extra time or specialist cleaning, we:

Document the condition with photos
Charge an additional cleaning fee if justified
Lodge a claim through the booking platform if needed

This ensures fairness and helps us maintain the high standard of care that guests (and owners) expect from Host’d.

05Safety & ResponsibilitiesLooking after your home and guests

As homeowners, what costs and responsibilities do we need to manage?

Your home is at the heart of what we do. While we handle the day-to-day hosting, there are a few key responsibilities that remain with you as the homeowner:

Ongoing property costs – such as insurance, utilities, and local council rates.
General upkeep – including gardening, exterior maintenance, and routine servicing of essential systems (e.g. plumbing, pest control, and appliance checks).
Quarterly house essentials – items like pantry basics, cleaning supplies, and guest consumables are scheduled, purchased, and delivered by our Host’d team, then added to your property expenses.
Breakages & replacements – for small items that go missing or are accidentally broken, we take care of sourcing and replacing them without troubling you. For anything over $100, we’ll always seek your approval before moving forward.
Approval of upgrades – whether it’s new furniture, appliances, or thoughtful enhancements, we’ll always consult with you before moving forward.
Professional photography – we design and coordinate the shooting schedule and provide creative direction to ensure your home is beautifully captured in the right light with a short term rental focus. The photographer’s hourly fee and the cost of the final images are passed on to you as the owner.
Additional property touches – such as signage or any extra waste management services required to maintain a safe and welcoming property.

This partnership ensures that your property is well cared for inside and out, while you retain oversight of the bigger picture.

What does the cleaning fee cover, and what happens if extra time is needed due to particularly messy guests or damage?

Sustainability is woven into every aspect of our operations, reflecting our commitment to creating spaces that are not only beautiful but also responsible.

At Host'd, sustainability isn't just a goal - it's a mindset. Through thoughtful design, mindful operations, and meaningful partnerships, we strive to create experiences that are kinder to the planet and enriching for everyone involved.

If a guest causes damage or misplaces items, how is that handled?

While it’s rare, if damage or loss does occur, we handle it with care and transparency:

Small incidents (like broken glasses or missing cutlery) are logged and quietly replaced to keep the guest experience seamless.

More significant issues (e.g., stained upholstery, broken appliances) are thoroughly documented with photos and guest communication. We then:

File a claim via Airbnb’s Resolution Centre or through any applicable security deposit
If the guest is unresponsive or disputes the claim, we escalate the matter through platform channels or insurance where appropriate

Our goal is always to protect your property while keeping the guest relationship professional and kind.

06Help & Useful LinksGetting started and useful guidance

Is your property right for our portfolio?

We carefully curate our portfolio to ensure each property aligns with our values of thoughtful design, seamless functionality and exceptional guest experiences. If you have a space with character, potential and a story to tell, we’d love to hear from you. Together, we can create something truly special.

What is a tech stack?

A tech stack refers to the set of digital tools and software platforms used to efficiently manage your property. At Host'd, our tech stack includes booking systems, channel management software, dynamic pricing tools, automation tools and analytics platforms.

These technologies work together to streamline operations, manage reservations, optimise pricing in real-time and enhance the overall guest experience. Think of it as the behind-the-scenes engine that keeps everything running smoothly while maximizing your property's performance.

Still have a question? We’re always happy to help. Just reach out to the Host’d team.