FREQUENTLY ASKED QUESTIONS

We just need to know your home’s address, number of bedrooms and whether it is your primary or secondary home (due to regulations). We will ask you if you plan to be away from your home for a minimum of six weeks per year. It is also helpful to send us plenty of photos of different rooms so we can get an initial idea of how your home looks.

All of our cities have different regulations, and we are happy to provide you with the relevant resources so you know if your home is suitable for short term rentals in your city.

A member of our team will be in touch within two business days to talk about your home and your needs. If it’s a good match so far, we will then organise a home visit to meet you and experience your wonderful home first-hand. This is a chance for us to advise you on pricing, suggest optimisations that could enhance your earnings, fill you in on the finer points of our service, and answer anything else you might want to know.

Once we have signed the contract, you’ll meet your dedicated Account Manager who will work closely with you to learn everything about your home so that we can answer any guest queries and ensure that the time you spend away is not interrupted unless absolutely necessary. Discovering all its quirks and charms, we will get to know exactly how everything in your home works, from the boiler to the coffee machine. You let us know which areas you will clear for guests and which areas you want private. When we are done, we will know how to look after your home just like you do. At the same time we complete a professionally styled photoshoot which will show your home at its best. We then write a detailed and inspiring home description for our website that helps bring out your home’s best features, including any home truths that our guests need to know.

Once we have completed your in-depth home registration, it is our aim to make your home bookable as quickly as possible. It usually takes us up to two weeks to organise your home’s website listing and promotion. During this time, you should make sure you are ready for guests by checking that you have things like copies of keys and safety certificates. We will advise you on exactly what needs organising.

We promote your home via our exclusive marketing channels and selected luxury travel partners, including relocation and talent agencies. Our inhouse specialist pricing team creates custom pricing strategies for each home. They manage demand and seasonality to maximise your potential income.

We manage all guest communications before and during their stay. Organising chauffeurs, grocery deliveries, babysitting services and destination experiences.

Before a guest checks in, our professional housekeeping team prepares your home to our exacting standards including supplying linens, towels and toiletries. .

We have been in the hospitality industry for ten years, so we know how to spot the main red flags. We have strict no smoking and no party policies, and we speak to all guests before their stay, ensuring they meet our over 25 years old criteria and provide a valid reason for their stay. We take a £1000 damage deposit which covers the majority of small breakages. We check IDs in person when we greet guests on arrival and show them around your home explaining your House Rules.

We take damage deposits from all guests, and have insurance policies to cover both your interiors and your home itself. Before and after each stay we capture 100s of photographs of your home, so we know who is responsible for any accidental damage. We recommend that you store any irreplaceable or sentimental items in sealed-off spaces during guest stays.

We offer our extensive service on an income sharing model. Because each of our homes is unique, there are many variables so we will model your expected income as a next step based on size, design, location and how many weeks you plan to be away. In addition to marketing your home across our own sizable channels, such as email, social media and PR, we also promote your home through our network of luxury travel partners who cater to a wide range of discerning travellers. We also receive requests for homes suitable for photo shoots or showrooms – if this appeals, let us know as this is another great way to boost your income.

We keep all keys to your home in safes, and log them in and out every time we use them. Should your home require maintenance, we have a network of highly vetted and trusted contractors suppliers, or we can also use your own if you have an existing relationship.

Yes, of course, you will have complete control over your availability calendar via the guesty portal. We do ask that you make sure your home will be available for a minimum of six weeks across the course of the year. We also recommend informing us when you are planning to be away as far ahead of time as is possible, 12 months ahead is the best, and more than 90 days ahead is essential.

Our guests choose We Stay because we are reliable. However, we do understand that unforeseen circumstances may mean that homeowners need to cancel bookings. If this happens, let your Account Manager know as soon as possible so we can relocate our guests. A cancellation penalty will apply.

This depends on the rate they bought. With our standard cancellations, if guests cancel within 14 days of check-in, you will receive a cancellation fee. With a flexible rate, guests can cancel for free up to 7 days in advance of check-in, however, it is your decision if you would like to offer guests a flexible rate.

We pay homeowners directly into their bank accounts in local currency on a monthly basis.

Based on our Property Management package, we only work with homeowners who are willing to offer us exclusivity. This is an important aspect which makes us unique, as many of our premium travel organisations will only partner with us. If you currently list your home on another website, you need to agree to work solely with We Stay going forwards (although you may honour existing future bookings made on other platforms).

Please ensure all appliances and home systems are checked regularly and in good working order, and inform your Account Manager of any updates to your home. Leave us a tidy home, with agreed guest storage areas clear, and we will do the rest, making the experience effortless for you.

When guests are staying in your home, they will be looked after by our service team, who are available around the clock. They will handle any requests however minor, so you should never be interrupted by a call from us asking how to operate the TV once we have all the details.

Our guests expect our beautiful homes to be fully equipped and furnished. Mostly this means making sure you have good quality basics – things like cooking equipment, matching crockery and excellent Wi-Fi. If you join us, we will advise you on anything extra you might need to make sure our guests have an enjoyable experience.

We never allow our guests to bring pets into your home, unless this is something that has been agreed with you in advance. We are not able to take care of your pets while you are away, and you will need to make alternative arrangements for them.

Your dedicated Account Manager can be reached by both phone and email in local office hours, and will be your first port of call if an issue arises. In case of emergencies, both homeowners and guests can contact our 24/7 service phone line.