Hosting FAQ

What if a guest has trouble accessing my home?
We ensure guests receive check-in details via the platform, email, and SMS before their arrival. If they encounter any issues accessing the home, our dedicated 24/7 guest services team is always available to assist them promptly.

What if a guest arrives late?
Guests provide their check-in time during booking and should update us if plans change. Most properties offer self-check-in via a secure lockbox. For properties without one, we partner with Keynest, allowing key collection from nearby locations. If a 24-hour option isn’t available, we arrange alternatives like a temporary lockbox or a Welcome Wizard (which may incur a clearly stated late check-in fee).

How quickly do we respond to guests?
We aim to reply within an hour during business hours, though morning responses may take longer as we address overnight inquiries. For urgent issues outside these hours, our on-call team is available to assist.

Do I need to write guest reviews?
No, we take care of it! The STREAM team handles all guest reviews for you.

Do guests know they are calling a company?
Yes, we introduce ourselves by name and explain that we’re assisting you, the host, with urgent requests. While we don’t state explicitly that we’re a management company, we also don’t pose as you.

Can I communicate with my guests?                      .                                                                                                                 

To maintain consistent communication with your guests, all messaging should go through STREAM. Since your listing is hosted on STREAM’s Airbnb account, our 24/7 guest experience team handles all inquiries via message or phone. If you need to relay a specific message to a guest, just let us know, and we’ll reach out on your behalf.All guest messages are signed off as the 'Support Team,' ensuring transparency from the booking request stage.

What are the “first cleaning and linen delivery”?

Before your first guest arrives, we’ll make sure your home is ready by setting up a full cleaning and delivery of your bed and bath linens. Please keep in mind that although guests pay for all stay-related cleaning and laundry, hosts pay  for this first clean to prepare for the first guests. All future cleaning and linen fees are paid for by the guests unless you book a one-off clean after using the property. 

Why am I being charged cleaning and laundry fees? Doesn’t the guest cover these?

Yes, the guest does pay the cleaning and laundry fees as part of their total reservation cost. These fees are collected in one lump sum when they pay for their stay, which is why you don’t see separate payouts for them in your bank account. However, rest assured, the cleaning fees are included in the overall payout.                                                                               The payment you're making to the cleaning and laundry service providers is simply a transfer of the funds the guest has already paid. We handle all the administrative details for you, so you don’t have to worry about a thing!

How do cleaning and laundry services work with STREAM?                             .                                                  

At STREAM, we uphold an exceptionally high standard of cleanliness. To ensure this, we partner exclusively with professional cleaning companies and approved, highly recommended cleaners from our network of trusted hosts. If you, as a host, decide not to continue with your current cleaning service, we’re happy to introduce you to a vetted provider who meets our rigorous standards.

We prioritise real-time quality control by asking guests to rate the cleanliness of the property immediately upon arrival. This feedback allows us to continually monitor and maintain the highest standards, while also recognising and rewarding our cleaning teams for their dedication and excellence. During each cleaning, we seamlessly integrate laundry services. Cleaners not only refresh the space but also ensure fresh linens are delivered, make the beds, replace towels, and remove any soiled laundry. For hotel-grade linens, we collaborate with top-tier third-party laundry services, guaranteeing that your guests always enjoy fresh, luxurious bedding and towels.

Why am I being charged cleaning and laundry fees? Doesn’t the guest cover these?

Yes, the guest does pay the cleaning and laundry fees as part of their total reservation cost. These fees are collected in one lump sum when they pay for their stay, which is why you don’t see separate payouts for them in your bank account. However, rest assured, the cleaning fees are included in the overall payout. The payment you're making to the cleaning and laundry service providers is simply a transfer of the funds the guest has already paid. We handle all the administrative details for you, so you don’t have to worry about a thing!

What occupancy rate can I expect?

We typically aim for an average monthly occupancy rate of 70% to 80%. However, this can fluctuate depending on factors such as the time of year, local demand, pricing strategy, and current bookings.

When will my home receive bookings?

Booking patterns can vary based on several factors, including your property's location and the time of year, as certain areas experience seasonal variations in demand. On average, we see that 40% to 60% of bookings are secured one month in advance, with the remaining nights typically filled within the same month.

However, don’t worry if some nights remain unbooked initially—same-day or short-notice bookings are often secured, especially if your listing is well-priced and appealing to last-minute guests.

If you're new to Airbnb, it's important to note that it may take time to build up a strong base of guest reviews. Positive ratings are essential for driving future bookings, as many travellers rely on host reviews when making their decisions. The more positive reviews you accumulate, the more likely you are to see higher booking rates for your home.

Can I update my lockbox code?

To ensure a smooth check-in process and avoid any confusion, we kindly ask that you do not update your lockbox code. If you feel that a change is necessary for any reason, please reach out to our support team, who will assist you in making the update. It's crucial that we have the correct access code to ensure a seamless check-in experience for your guests and maintain high ratings.

Can I offer early check-in or late check-out?

As a general policy, we do not offer early check-ins or late check-outs if there are other guests arriving or departing on the same day. This is because the cleaning and linen delivery are scheduled within that timeframe to ensure the property is prepared and refreshed for the next guest.

However, if a guest requests early check-in and there are no other bookings on that day, we would be happy to accommodate their request, provided we can confirm that everything is in order. We’ll always check the availability and confirm with you before granting such requests.

What if my property can’t accommodate a wall-mounted or railing lockbox?

No problem! If a traditional lockbox isn’t an option, we provide a smart key exchange service—a secure and convenient alternative. This service typically costs £20+ per month and is included in our pricing plan.

What are the “first cleaning and linen delivery”?

Before your first guest arrives, we’ll make sure your home is ready by setting up a full cleaning and delivery of your bed and bath linens. Please keep in mind that although guests pay for all stay-related cleaning and laundry, hosts pay  for this first clean to prepare for the first guests. All future cleaning and linen fees are paid for by the guests unless you book a one-off clean after using the property. 

What ongoing cost will I have?

Airbnb typically retains 16% (plus VAT/GST) of your total income as their service fee. Our management fee is applied to your gross monthly revenue, which includes both the revenue from booked nights and the cleaning fee.

As part of our comprehensive service, our team will provide you with a property essentials checklist during the onboarding process. This includes an initial stock of cleaning supplies and guest essentials, such as toilet paper, bin liners, and toiletries. Our cleaning team will ensure these items are replenished as needed, with costs charged back to you at cost.

The guest is responsible for the cleaning fee (which also covers laundry) when making a reservation at your property. This fee is then passed through to our trusted suppliers, including cleaners and laundry companies, to cover their services.

Why is STREAM's commission taken on the gross payout from the booking?

STREAM’s commission is calculated based on the gross payout from the booking, which is the industry standard. This aligns with the commission structures of major platforms like Airbnb and other booking services.

The reason for this approach is that the commission process is automated, and calculating it after applying various potential deductions (such as cleaning fees, taxes, etc.) could complicate and delay payments. By taking the commission on the gross payout, we ensure that hosts are paid in a timely and efficient manner, with minimal disruption to your payout schedule.

Why am I seeing multiple charges in my bank account each month?

To ensure our suppliers are paid promptly, services such as cleaning and laundry are processed individually through your registered credit or debit card. As a result, you may notice the following transactions in your bank account: 

Credits from Airbnb reservations, which include both the rental and cleaning/laundry fees paid by the guest. 

Debited charges for individual payments made to cleaning and laundry service providers.
Please note: Although you see a withdrawal for these services, you are not directly paying the cleaning or laundry fees. These funds were already collected from the guest as part of their payment and have been passed on to the suppliers. Month-end direct debit for the payment of STREAM management fees.

We also send you summary emails outlining all reservation-related transactions and the month-end management fee charges.

Why does my listing price sometimes change from night to night?

Your listing price can fluctuate from night to night due to various factors such as seasonality, special events near your location, and changes in demand. For example, weekends often command a higher price than weekdays, and the price may adjust depending on how far in advance the booking is made (e.g., higher demand for next week compared to two months from now).

Additionally, if there are short gaps in your calendar (e.g., two consecutive weeknights), we may adjust the price to encourage occupancy. These gaps can be harder to fill, so reducing the price can help attract bookings. If you have set a minimum price, rest assured that we will not lower it without your approval.

What factors influence my listing price?

Several factors influence the price of your listing, including:

• Previous guest stays: If your listing is new, we’ll start with a lower price until we build up a positive review history. Once you gain guest feedback and reviews, we’ll gradually adjust the price to an optimal level.
• Location: The market demand in your area, the proximity to attractions, and seasonality can all affect the rate.
• Special events: Local events often lead to increased demand, which may result in higher prices during those periods.
• Timeframes of unbooked nights: If there are small gaps in your calendar, such as two consecutive weekdays, we may lower the price to encourage bookings since these are typically harder to fill.

If you’ve set a minimum price, we will always seek your approval before lowering it below that threshold.

How can I control pricing?

Our team of commercial analysts uses a dynamic pricing strategy to maximize both your daily rental rate and occupancy rate. We recommend allowing us to manage pricing for you to ensure optimal results.

However, if you prefer to adjust your price or set a minimum threshold, simply reach out to your dedicated support team, and they’ll make the necessary adjustments. Keep in mind that altering the price manually can affect occupancy rates and overall returns.

How do you maximise returns from my listing?

Our goal is to maximise both your daily rental rate and occupancy rate. To achieve this, we use a combination of purpose-built algorithms, dynamic pricing, and regular market monitoring. This allows us to adjust prices based on factors such as demand, seasonality, and upcoming events.

We begin by setting an initial base rate for your listing and will adjust it regularly to meet the market’s demand. If you’ve specified a minimum price, we’ll ensure we don’t drop below that value without consulting you.