Maintenance, and who pays.
We help arrange repairs around your guests. Your home stays your property, and your responsibility.
A shower that stops working on a Friday night can turn into a one-star review by Sunday. Poor reviews push your home down the search results, cut your bookings and can put your listing at risk. Keeping on top of maintenance protects your income as much as your property.
How maintenance works
- 1
A problem is spotted
A guest, a cleaner or your local manager reports something that isn't working.
- 2
We let you know
We tell you straight away what's wrong, and help you get it sorted around your bookings.
- 3
You choose the contractor
Use your own trusted contractor, or find a vetted, well-reviewed one on a platform like Checkatrade.
- 4
You pay, and send us the invoice
You pay your contractor directly. Send us the invoice so we can show the booking sites the repair was done properly.
Who does what
We do
- Tell you as soon as a problem is reported
- Help arrange the repair around your bookings
- Let your contractor in and work around guests
- Keep your guests informed while it's fixed
You do
- Choose and approve the contractor
- Pay the contractor directly
- Send us every invoice
- Keep your home in hotel-standard condition
- Take responsibility for your property and its repairs
Your home is your property and your responsibility. We help arrange repairs, but we don't cover the cost of any maintenance, and because the work is carried out by third-party contractors, we can't be held responsible for the quality or cost of their work.
Finding a good contractor
Guestwise doesn't recommend individual trades. Hosts without a trusted contractor are pointed to the Checkatrade directory for vetted, well-reviewed tradespeople in their area. We're happy to work with whichever contractor you choose. You pay them directly, so you stay in control of the quote and the bill.
Emergencies
Some problems can't wait: a leak coming through a ceiling, a guest locked out, no heating in winter. We'll always try to reach you first. If we can't get a reply within 30 minutes, we can spend up to £300 on emergency work by a reactive maintenance contractor to make your home safe, to protect your home and your guests until your own contractor can take over.
If we pay a bill on your behalf
This covers emergency work to make your home safe, and any other bill we pay for you. A convenience fee applies, because paying bills for you ties up our funds.
- You must pay us back within 7 days.
- If payment is late, further charges may be added and we may take steps to recover the money.
The fee and terms are set out in your management agreement.
Keep every invoice
When a guest reports a problem, booking sites can penalise your listing. An invoice from a reputable contractor is your proof that the problem was fixed properly, and we upload it to the booking sites for you. Send us a copy of every repair invoice, including work done by your own contractor.
Keep your home at hotel standard
Guests judge your home against the hotels they've stayed in. A dripping tap, a broken blind or a tired mattress all end up in reviews, and reviews decide how often your home gets booked. Fixing small problems quickly is the cheapest way to protect what your home earns. Our guest-ready checklist shows what guests expect.