The Guestwise Guarantee.
Under 4 stars? No fee. If your guest isn't happy, we don't get paid. Available on homes we manage in Brighton and Hove.
How it works
- A guest completes a short stay in a home we fully manage.
- The guest leaves a review on Airbnb or Booking.com.
- If the review falls below the threshold (an overall rating below 4 stars on Airbnb, or below 7 on Booking.com), we waive our management fee for that booking. The waived fee comes off your next payout statement, and you don't need to claim.
- We find the cause and fix it. Every low review triggers a quality check, and we tell you what we've changed.
If you think we've missed a qualifying review, email hello@guestwise.co.uk within 30 days of it appearing and we'll look at it again.
What the guarantee covers
- Airbnb reviews with an overall rating below 4 stars, and Booking.com reviews scoring below 7. Other platforms aren't included.
- Short stays of under 7 nights. Medium-term and monthly stays aren't included.
- Our management fee for that one booking.
Everything else for that booking is still payable, including cleaning and linen, maintenance and damages, and any third-party services.
Who's eligible
- The home is in Brighton and Hove. The guarantee isn't currently available in our other cities.
- The home is fully managed by Guestwise and live on Airbnb or Booking.com.
- The home meets our onboarding, presentation and safety standards, including everything in our guest-ready checklist.
- The booking received a review.
What's not covered
We guarantee the parts of a stay we control. The guarantee doesn't apply where a low review is mainly about:
- Repairs or maintenance that are the owner's responsibility and haven't been fixed. See how maintenance works.
- House rules or restrictions set by the owner, or changes the owner makes during a stay.
- The owner contacting guests directly, or entering the home during a stay.
- Our operational advice not being followed.
- An owner's personal belongings left in the home, or missing essentials.
- Things outside the home, such as the location, neighbours, building works, parking or street noise.
- A guest who broke the house rules or caused damage.
- Stays booked by the owner, or by friends or family of the owner.
The guarantee also doesn't apply to reviews that the booking platform later removes. The full terms form part of your management agreement.
Why we do it
Reviews decide how often your home gets booked and how much it earns. Putting our own fee at risk means we're paid for great stays, not just any stays, which is exactly what you want from a manager.
If something does go wrong, we put it right with a credit against our management fee, not cash. See how we put things right.
These terms may change with notice to you. They don't affect your statutory rights.