We review the friction points that frequently halt operations between bookings, providing clear, boundary-focused answers for hosts and co-hosts.
How should a co-host handle an undocumented damage claim?
Without baseline photography from the previous turnover, a damage claim is largely void. Co-hosts must implement photo-verified cleaning handoffs. If damage is discovered, it must be reported to the platform's resolution center before the next guest checks in, citing the timestamped photos as evidence.
What is a standard split for co-hosting fees?
While models vary, professional full-service co-hosts typically charge between 15% to 25% of gross revenue, plus the cleaning fee (passed to the cleaners). Digital-only co-hosts managing just correspondence often charge 10% to 15%. All fees must be outlined in a written scope agreement.
Should guests be required to complete cleaning chores?
No. Guests pay a cleaning fee for a reset service. You may ask guests to secure the property (lock doors, turn off lights) and handle acute hygiene issues (start the dishwasher, remove bagged trash to exterior bins) to prevent pests, but vacuuming, stripping beds, or laundry should never be guest tasks.
How do we manage early check-in requests securely?
Never approve an early check-in more than 24 hours in advance. Wait until the turnover team confirms the property is ready. If approved, clearly state the adjusted time in writing. Utilize smart locks that allow you to activate the guest's code at the specific approved time.
Who pays for consumable restocks (coffee, soap)?
Consumables are an operating expense of the property owner. Co-hosts should manage the inventory and purchase logistics, but the cost should be billed back to the owner monthly, with receipts provided, separate from the management fee.
How should we approach a guest who breaks house rules?
Address it immediately through the platform's official messaging system to ensure a written record. Use objective, policy-based language. Example: "We observed via exterior cameras that there are an unauthorized number of vehicles. As per the booking agreement, maximum occupancy is four. Please rectify this immediately to avoid cancellation."
Is it necessary to have backup cleaners?
Absolutely. A single point of failure in your turnover logistics will eventually cause a missed clean. Maintain relationships with at least one secondary cleaning team or commercial service that can be dispatched on short notice.
How can we prevent smart lock failures?
Change batteries quarterly, regardless of the reported percentage. Always have a physical lockbox installed on the property with a backup key. The code for this backup box should only be provided to the guest if the smart lock experiences a catastrophic failure.