AirBee - Service Agreement

AirBee is a third-party management service provider for Airbnb hosts and guests and operates completely independently from Airbnb. Hosts are solely in contract with Airbnb and must refer to Airbnb's terms and conditions separately. AirBee’s management fee covers the management of all Airbnb reservations from first contact with guests to the final stages of checking out and reviews. However, AirBee is not contractually responsible for any matters that arise in connection to any Airbnb bookings. Additionally, AirBee does not act as an insurer against theft, damage of goods or property during guest reservations or loss of income due to cancellations. Hosts are advised to become familiar with Airbnb’s AirCover policy or to arrange additional insurance to feel as protected as possible.

Some hosts would like services that go beyond standard Airbnb management so we have listed the extra services we can provide below.  Please see the breakdown of both routine and incidental costs below (Extra Services)

The role of AirBee is to support and assist hosts and help manage every aspect of the reservation process, AirBee remains the main contact for guests during their stay and can be on hand in the event of an emergency or urgent issue (see Extra Services below).

AIRBEE’S ROLE:

  • AirBee provides value-added services to host and guests.
  • These terms and conditions apply to your registration as a “Host” with AirBee and to the cleaning and linen services which we supply to you on a pay as you go basis, as an Airbnb registered customer. Your registration with Airbnb is conditional on your agreement to these Host Terms in full.
  • We provide services to you, the Host, in order to ensure that the property you make available for occupancy by Guests is “guest ready”. These services are provided to you in order to complement your Airbnb profile.
  • We may amend these Host Terms at any time. All amended terms will automatically take effect immediately and will be made available to clients. By continuing to use AirBee’s Services you confirm that you accept the then current Host Terms in full.


 

HOST’S ROLE:

In order to allow us to carry out our service, you agree that you will:

  • provide us with complete, accurate and timely information about the Property, for the provision of the relevant Guest-Ready Services at all times.
  • deliver or provide to us in advance of each service at least three sets of keys to the Property.
  • provide AirBee cleaners with a vacuum cleaner, toilet brush for every toilet, a Vileda flat head mop and bucket.
  • Keep stocks fully replenished or appoint AirBee to do so.
  • Pay for deep clean before the very first guest arrives. See ‘DEEP CLEAN’ below.
  • pay our invoices within 48 hours.
  • remove or lock away any expensive and fragile items in the Property and let us know about any particularly fragile or sensitive areas in the Property that you want us to bear in mind; and
  • not, at any time during directly or indirectly solicit or entice away (or attempt to solicit or entice away) any employees or contractors of AirBee, including our cleaners, from our employment or engagement.
  • Hosts cannot receive money from direct bookings outside of the airbnb platform without paying our commission. If we discover this has happened without our permission or knowledge, our management and cleaning service will cease immediately without notice. Friends/family staying for free occasionally is absolutely fine.
  • By agreeing to these Host Terms you warrant that you are a registered Host with Airbnb.
  • You understand and agree that AirBee does not act as an insurer and that you shall obtain the appropriate insurance for the Property and its contents, or make use of AirBnb’s free AirCover.
  • You agree to indemnify and hold us harmless from and against any claims, liabilities, damages, losses and expenses including (without limitation) reasonable legal fees, arising out of, or in connection with, any breach by you of these Host Terms or the terms of any agreement you may have in place with the Airbnb from time to time

 

Damage and Theft

These things happen, although they are rare. In the event that any of the above do occur, we will fill out a money request via Airbnb to ask the guest the cover the estimated/exact cost. We will not charge for this service. However if the guest refuses, we will then step back as it will be the responsibility of the host to escalate the event  should they wish and make use of their free Airbnb Host Cover insurance by filing a claim.

When we clean a home after a guest leaves, our cleaners will try and provide a heads up on any obvious and substantial damage. That said, we cannot promise to notice & report every mark, stain or scuff as it is unrealistic for our cleaners to provide a full inventory in the time allocated, and for them to remember the exact state of all the rooms of all the properties they clean. Additionally, we cannot be responsible for any theft of or damage to hosts’s linen but we will help try and recoup the cost of any damaged linen via the Resolution Centre. (See extra services below)


 

AIRBEE’S FEE:

The AirBee management fee is 15% of the total booking amount including the cleaning fee that we set on Airbnb. These are our margins for managing the cleaners. You are welcome to make the cleaning fee a little higher to subsidise the 15% that we take. We manage every home personally and do not outsource communication with guests to teams of staff.

We are absolutely confident that we provide the best service in Bristol and that we get the best results. We believe that we are still the most competitively priced Airbnb management company because we manage your listing as an 'individual host' saving you the cost of Airbnb’s 15% service fee. With almost all other management companies you are effectively paying 30%+ on all bookings instead of 18%.  

 Our fee includes the following services:

  • Free initial consultation on what is needed to make your property ‘Airbnb Ready’
  • Help and guidance putting your listing on the Airbnb platform, putting you in touch with reasonably priced excellent photographers, and helping to make your profile stand out as much as possible.
  • Handling ALL communication with guests including pre booking enquiries as well as all communication up to and throughout the booking.
  • Overseeing the pricing settings throughout the year, making sure that various weekends and holidays are priced to the hosts advantage.
  • Advising the hosts on how to minimise most risks.
  • Vetting the guests
  • Organising the cleaning and linen washes between bookings
  • Contacting the host immediately if a guest reports a problem that needs to be handled by the host.
  • Emergency Callouts (i.e severe plumbing issues, guests locked out (if the fault lies with the guest), break ins etc)


WHAT’S NOT INCLUDED IN AIRBEE’s FEE?

  • Stocking up on essentials
  • House checks for anything other than our own scheduled spot checks (i.e collecting Post, changing bulbs etc)  
  • Special trips to put the bins out for recycling  - or bring the empty bins back
  • Any maintenance jobs.
  • Watering plants.

All of the above can be arranged for our 'sorter' call-out fee of £12 per hour and added to your invoice at the end of the month. See ‘EXTRA SERVICES’ below. .

To get started, what all hosts need in place

  • 3 sets of linen and towels for each bed
  • Stack of tea towels
  • Cork bath mat for each bathroom
  • Two keysafes (one for emergency)
  • A lockable cupboard for stocks/ clean sheets and towels
  • A good mop
  • A hoover
  • A hairdryer (please look at all possible Amenities on Airbnb, any extras really help!
  • For Guests to use during their stay: surface spray, cloths, sponges, washing up liquid, washing machine capsules, dishwasher capsules, bin liners, caddy liners, body soap, shampoo & conditioner (large refills for all of these would be fantastic)
  • A typed House Manual detailing how everything works

EXTRA SERVICES

‘Sorter’ call-out | £12 per job

  • Buying stocks for your property
  • Key cutting (if required sets aren't provided before service starts)
  • Picking up post and sending on to host
  • Dropping off/collecting any items
  • Changing key safe codes
  • Special trip to put the bins/recycling out (or put them back)
  • Plant watering
  • Any similar ad-hoc requested jobs

Mid-range maintenance call-out / Handyman | £15 p/h – if we need to contact and meet our own tradespeople at your property.

  • Basic plumbing (tightening taps, faulty toilet flush)
  • Basic carpentry
  • Re-pressurising boiler
  • Painting
  • Electrical work
  • Any similar ad-hoc requested jobs
  • Pest Control

Specialist/Emergency call outs | Charged at cost (AirBee will not charge a fee).

  • Severe plumbing issues
  • Gas leaks

Guest related issues | Absorbed by either AirBee or Host - case specific

  • Example of AirBee absorbed case: If a guest forgets to leave keys in key safe upon check-out, AirBee will absorb the cost of couriering keys out and will reclaim the cost from the guest or from Airbnb through the Resolution Centre
  • Example of Host absorbed case: If WiFi is not working and the guest has to use BT Openzone (etc), AirBee would suggest a refund to the guest via the Resolution Centre and it would be deducted from future Airbnb host payout.

Finally…. We aim to - and succeed in - constantly receiving 5 star reviews for the homes we manage.

We ask that all hosts stay logged out of their account while AirBee is managing their home. Interference or micromanagement from hosts is not conducive to a harmonious relationship between AirBee, guests and hosts.

We understand that hosts might worry about their property and their guests but we ask for all of our clients to trust in our profesionalism and experience.

While AirBee are managing your property, we must be allowed to do so in the way that works best and to minimise confusion. Being trusted to use our expertise and experience to provide you with the best possible service is of paramount importance to us. If we come against any unusual requests or tricky issues, we will absolutely run those past you first, to ask how you would like us to respond.

The only exception to this is if there is a bigger issue that arises from a guest's stay that involves damage or criminal activity (very unlikely). In this scenario,the home owner would need to take responsibility for speaking directly to Airbnb and handling the insurance request for any cover needed from start to finish.

I confirm I have read and understood the above AirBee Terms of Service:


Signature:____________________ Date:_______________________