Guestwise puts things right with a credit against our management fee, not with cash or a bank transfer. When a fee has been credited, we never charged it, so there is nothing to refund.
Key takeaway
- We put things right with a credit against our management fee. We don't pay cash or make bank transfers.
- The Guestwise Guarantee works the same way. When a review falls below the threshold, the management fee for that booking is credited on your Houst account, so it is not charged.
- A fee we never charged can't be refunded. There is no money to send back.
- A credit covers our management fee only. Maintenance, damages, linen and other third-party services stay payable.
- Guests can be credited for a clean that wasn't to standard. Hosts don't pay for cleans, so there is no clean charge to credit them.
A door code that doesn't sync. A check-out time passed on wrongly. A message that waits an hour too long. We run a tight operation with good people and good software, and these things still happen sometimes, in every business that looks after other people's homes. What matters is what we do next.
What happens when we get something wrong?
- 1
We fix the problem
We deal with the guest, the booking site and the home first.
- 2
We find the cause
Every low review triggers a quality check, and we tell you what we've changed.
- 3
We make it right with a credit
The management fee for the affected booking is credited on your Houst account. Guestwise runs on Houst's system, so the credit sits where your fees are charged.
What does a credit look like?
A guest leaves a low review, and the guarantee applies. Here is a worked example, with a £600 booking and a management fee of 15% plus VAT at the standard 20% rate. Your own rate is in your management agreement.
| Example booking | Amount |
|---|---|
| Management fee on the booking (15% + VAT) | £108 |
| Credit for the affected booking | −£108 |
| Management fee you pay | £0 |
Example only. 15% of £600 is £90, and VAT on that is £18.
You are not charged the fee. The credit takes it away. It doesn't put money in your account.
What can't Guestwise do?
We can't do this
No cash, no bank transfers, no refunds of money we never charged
A credit means we did not charge you the fee. If we did not charge it, there is nothing to pay back, so we can't send the amount to your bank account. We don't add a cash payment on top of a credit either.
What does a credit not cover?
A credit covers our management fee for the booking and nothing else. Everything else for that booking is still payable:
- Maintenance and damages
- Linen. A third-party company rents it to the home and charges on delivery and collection.
- Any other third-party services
What if a clean wasn't to standard?
We can credit a guest for a clean that wasn't done to standard. Hosts don't pay for cleans, so there is no clean charge on the host's side, and nothing to credit them.
The cleaning fee is made up of several parts, such as cleaner pay, cleaner travel, linen sanitation and ironing, a Houst fee and a partner fee, among others.
How do I ask Guestwise to put something right?
Email hello@guestwise.co.uk with "Complaint" in the subject line. Tell us what happened and what you'd like us to do. We'll acknowledge it, look into it properly and come back to you as quickly as we can. If your home is in Brighton, you can also message our Brighton team on WhatsApp.
Think we missed a review that qualifies for the guarantee? Email us within 30 days of the review appearing and we'll look at it again.
These terms may change with notice to you. They don't affect your statutory rights.
Own a home and want a manager who puts things right? A local manager from the Houst network takes the late calls for you, and Guestwise manages short lets from 12% + VAT. See how getting started works.