Question 1

Can Staymo create a listing for my property?

Accepted Answer

Certainly!
Our photographers and onboarding specialists will create a stand-out listing for your property to ensure you have as many bookings as possible - your listing will be optimised on various online channels.

Question 2

Is there a set up or on-boarding fee to get started?

Accepted Answer

We charge a one time on-boarding fee which is deducted at the end of your first month's rental income. Depending on the property size, location, and availability, the fee covers the cost of cleaning, photo shoots, setting up the online listings across various short let platforms, and a visit from a member of our team to ensure your home is guest ready.

Question 3

How quick can you rent out my property?

Accepted Answer

As soon as we complete the on-boarding process and the keys are handed to us, your listing will be ready to go live within 24 hours. We will typically welcome your first guest within 1–2 days once your listing is active.

Question 4

How will I know when I receive a booking?

Accepted Answer

You will have access to a personalised host online dashboard giving you live updates on your property's performance: bookings, guest information, occupancy rate, earnings, and live calendar updates. You will also be able to reserve dates for personal use.

Question 5

How does housekeeping work at Staymo?

Accepted Answer

Both housekeeping and cleaning are conducted and managed to the highest industry standards by our in-house cleaning team.

Question 6

Do you provide fresh linen for guests?

Accepted Answer

Yes. Fresh linens, towels, premium toiletries and regular inspections. Everything taken care of by Staymo.

Question 7

What if there is a maintenance issue?

Accepted Answer

We will always contact you in the first instance to see how you would like us to handle any issues that may arise. Our in-house maintenance team will then assess and resolve the issue accordingly.

For more specialised issues such as electrical faults or plumbing, our highly trusted professional partners will handle them. We will always supervise the whole process to ensure everything runs smoothly.

Question 8

Can I give special instructions to your cleaners?

Accepted Answer

Of course! All our cleaners are trained in-house, and we can give them specific details about your home to ensure your place is always maintained to the highest standard, according to your preferences.

Question 9

What support do you offer to guests?

Accepted Answer

As hospitality professionals, we ensure your guests have a great experience. From the first enquiry right through to check-out, your guests or tenants will be taken care of 24/7 by Staymo.

Question 10

How can you ensure the guests will respect my property?

Accepted Answer

The safety of your property is our number one priority. Each guest must complete our vetting process by providing a copy of their ID. In addition, we provide guests with a house manual containing house rules for the duration of their stay, and we have penalties in place for any violation. Each guest is made aware of this prior to checking in.

Question 11

Are there any restrictions to the period I can short let my property in London?

Accepted Answer

This depends on the location of your property. You will also need to check if any legislation or requirements exist for the number of days you can short let your property.

Properties in Greater London are restricted from letting their property for any more than 90 days per year. The 90-day limit applies to 90 consecutive days or 90 days spread throughout the year.

Many hosts combine mid or longer-term tenancies (e.g. more than 3 months) with multiple short-term tenancies per year.

We can work with you to let your home both on a short or mid-term basis, 365 days a year. For more information, simply speak to one of our advisers.

Question 12

Is there any third-party insurance in place?

Accepted Answer

We do not offer third-party insurance. However, we recommend using Pikl, a short let insurance provider, for extra peace of mind. This is arranged directly by the landlord.

Question 13

Which platforms do you list my property on?

Accepted Answer

We list your property on several leading platforms for short and mid-term rentals. These include Airbnb, Booking.com, VRBO, The Plum Guide, Homelike, TripAdvisor and Rightmove.

Question 14

My property is not on Airbnb, can I use Staymo?

Accepted Answer

Certainly! Airbnb is one of the many short let advertising platforms we work with to market your property.

Question 15

How does Staymo charge?

Accepted Answer

Staymo only charges fees on bookings where guests stay. The structure of our management fees is simple: We charge from 12% (full-time) / 18% (part-time) (depending on the property’s availability, location and condition)

Our full list of service can be found here

Question 16

What if there are any damages after the guest's stay?

Accepted Answer

The team pays particular attention to your property after each check-out to ensure there are no damages. If there are any, on the rare occasion, they are reported to our support team, who will then deal with the platform and guests afterwards.

Question 17

Who takes care of the cleaning if I stay in the property?

Accepted Answer

It is entirely up to you whether you want to get the property ready for the next guest or have our professional cleaning team take care of it. We just ask that the property be set up to standard to ensure guests receive the best possible experience.

Question 18

Can you furnish my property?

Accepted Answer

We offer a full interior décor and styling service carried out by our in-house team. Whether your property needs a full restyling, a complete refurbishment or a small interior improvement, our team can help.

Question 19

What do I need to prepare to make my property guest ready?

Accepted Answer

We have put together a downloadable checklist of essential must-have items to have in your property. Adhering to this will ensure the property is guest ready and provides a better experience all round.

Question 20

How can I find out the potential rental income for my property?

Accepted Answer

You can estimate your potential earnings using the free online calculator on our website

For a more accurate estimate, we advise that you call us on +44 20 7870 2393 or email london@staymo.com to speak to one of our advisers.

Question 21

How involved will I be in the hosting process?

Accepted Answer

As a host, you are responsible for providing the necessary amenities to ensure that guests and tenants receive the best possible experience. At Staymo, it is our aim to make the experience hassle-free and easier for you!

We work closely with both our hosts and guests to ensure the highest standard of service. We will always endeavour to reach out if there are any issues and will work with you to resolve these as quickly as possible.

Question 22

Who will be my point of contact?

Accepted Answer

After the on-boarding process is done, our operations team is notified that your property is ready for hosting. Landlords can get 24/7 support by emailing our support team, and the relevant department will pick this up and contact you as soon as possible.

Question 23

What happens if a guest damages or steals something?

Accepted Answer

After each guest's stay, our dedicated cleaning team thoroughly checks your property for any damages or missing items, and in the rare event this happens, we notify you as soon as possible. Host Damage Protection, part of AirCover for Hosts on Airbnb, provides Hosts with $1 million in coverage should your property or belongings be damaged by a guest during an Airbnb stay. We do not take a deposit for Airbnb bookings, as this is covered by Airbnb policy. For all other short let platforms, we request that guests pay a refundable security deposit. We strongly advise you also take out a short let insurance policy for further protection.

Question 24

How and when does Staymo collect the fees?

Accepted Answer

Staymo charges a fee on any bookings where a guest stays, or where a booking is cancelled and the guest is not entitled to a full refund. The fee, dependent on your package, is deducted prior to a payment being made to you. Details can be seen by logging in to your host account.

Questions before getting started

Listings

Housekeeping and Maintenance

Interior, Décor and Essentials

Guests

Landlords