FAQ's - How can we help

Over the years Hometime has offered Airbnb management services to hundreds of homeowners in Australia. We primarily focus on holiday home and investment property management taking care of every aspect that comes with managing a property in the short-term rental market. Below are some of the questions we’re asked most frequently.

Our Homeowners

What do your services include?

We offer a full range of Airbnb management services including the following:

Onboarding and helping you set your property up for Airbnb
Acquiring and vetting guests as well as providing them with a 5-star hospitality experience
Providing monthly reports and marketing updates to our customers
Managing cleaning, maintenance and communications for every guest turnover
Creating property listings to showcase its full value through top-class professional photography, professional copy and best practices that we have developed over the years
Sourcing, vetting and coordinating suppliers that provide top quality linen, consumables and other services required to successfully run a short-term rental
Managing and resolving disputes so that our clients’ properties are always kept to the best standards
Delivering above the market returns via a specialised revenue management team, robust data sets and top of the market technology
Providing local co-hosts for every client and their property
How does Hometime work?

Hometime offers a complete hands-off short-term rental management solution. By partnering with us, we take care of everything that comes with managing your property on the short-term rental market, and we deliver above-market returns, without you having to lift a finger or deal with a guest.

Simply enter your details using the sign up form, and a Hometime property consultant will get in touch for a chat about your market. We then provide you with a comprehensive earnings estimate, so you can make an informed decision on how much your property might be able to generate. If you’re keen to go ahead, we then pair you with one of our expert local managers who will meet you at your property, answer any questions you might have about short-term rentals and be your ongoing local point of contact during your time with Hometime.

Is Hometime part of Airbnb?

Hometime is a privately owned independent business with strong backing from well-established investment funds. While we are not directly affiliated with Airbnb, we have a very close partnership with them, and were the first awarded Airbnb Professional Co-Host in Australia. This certification is only available to a handful of professional hosts that meet the highest level of quality and service criteria.

How long has Hometime been around for?

Hometime started in 2016 and has grown to become one of the largest and leading short-term rental management platforms in Australia covering more than 30 markets.

Does Hometime offer its services near me?

Hometime has one of the largest coverage areas and is currently in 30+ markets across Australia. Please take a look on our website to find the location nearest to you. We look forward to matching you with a local short-term rental expert soon!

How do you optimise for my earnings?

Our specialised in-house revenue management team are 100% focused on generating the maximum booking value out of each and every one of our properties in our portfolio. Some our key initiatives include:

a) We algorithmically set prices that respond to market supply and demand dynamics multiple times a day;

b) We build overarching strategies based on our experience and data insights to account for any broad market changes (i.e. school holidays, local tourism events, and public holidays);

c) We set automatic alerts should there be any properties that show low bookability scores (i.e. lower performance than what we’d typically expect), so we're able to quickly remedy these and take the necessary action to improve your property’s performance;

As a result, we are able to confidently say (and have strong data to support this) that we're able to outperform the market and maximise your short-term rental earning potential.

Will I be dealing with a local on-the-ground manager?

Yes, we're proud to partner with some of the best local Airbnb experts in the business. Our Hosting Partners are your direct point of contact on the ground and personally ensure your home is taken care of like it's their own.

How does pricing work?

We charge a one-off onboarding fee, which covers the costs of getting your property listing set up, including but not limited to; professional photography, lockboxes, and the first initial deep clean.

From here, our pricing is charged on a percentage commission basis, so we only earn when you earn, meaning that we're 100% aligned to optimise your property for its best performance and highest yield potential. There is a separate cleaning fee, however this is paid for by the guest.

Are there any contracts involved before signing up to Hometime?

Yes, there will be a standard agreement signed between both you and Hometime. Our property consultants will go over the agreement with you and answer any questions you may have.

When and how do I get paid?

We pay out your earnings monthly. They are paid as a net amount after fees. You may track this in your Homeowner Portal, which provides an extensive overview of your property’s performance and highlights key metrics, such as nightly price, occupancy rates, monthly payouts, and more.

Our Guests

What are the benefits of booking a Hometime property?

All of our properties are highly unique and high quality. Our properties are professionally managed by expert local managers, meaning that you get to enjoy an ultra-local, as well as, five-star guest stay.

Will someone be there to welcome me in-person?

For the most part, our properties are all self check-in either through lockbox or keyless access. We find this is a more seamless approach, given it requires no coordination on timing of arrival.

Is an early check-in or late check-out available for my Hometime reservation?

Typically our properties require that guests check-out by 10am and check-in by 3pm. Where possible we are happy to try and accommodate your schedule. If you would like to request an alternative arrival or departure time, please contact your Hosting Partner directly to find out more.

Who should I contact if I have any questions?

Feel free to reach out directly to your local Hosting Partner for any questions you may have before, during and after your stay. They’re happy to help.

Can I bring my pet along?

Many of our homes are pet-friendly, but we always advise checking the details of each Hometime property listing before you book.

I am not sure if my booking went through as I have not received any email confirmation. How can I confirm this?

If you have not received our email confirmation after booking, please reach out to the Host of that property by clicking on “Contact host” on the bottom left of the property page.

How do I update my credit card?

Enter your credit card details on the form on the email you received by clicking “Update your credit card details”.

What if I want to use the same credit card, I just didn’t have enough funds on my card?

You can enter the same card on the form on the email you received and we will charge you immediately, or you can make funds available and we will automatically charge your existing card 24 hours from the last payment attempt.

When will I be charged if I complete the form?

You will be charged immediately once you complete the form, and the payment due will be updated to paid and reservation will remain confirmed.

What is a guest claim and cover at Hometime?

Guests can send us a claim request by filling out this form. One of our Guest Experience team members will be in touch with the guest you as soon as possible.

What is the guest cover at Hometime?
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The guest cover is Hometime’s protection on every single booking. In the guest cover program things like booking cancelation from the hosting partner, listing inaccuracies or issues checking-in are protected.

How does the guest cover work?
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When you face an issue during your stay, you should reach out to your host. Your host is be the best person to assist you during your stay. In the event where they are not able to assist you and you want to make a claim, you have 24 hours from when you encountered the problem to contact the Hometime guest service team. No claims will be accepted 24 hours after check-out. You will need to file a claim form which you can do it by clicking here. A guest support representative will contact you to further discuss your claim request.

What are the issues that are not protected by the guest cover?

Guest cover protects you from major issues that affect your well being over your stay, such as when the heating system stops working or if the property does not have hot water. Minor issues, like when the microwave is not working, are not included under the guest cover.

How can I request an update on my claim request?
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You can send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299, and state the reservation number you requested the claim.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I haven’t received an email regarding failed payment, how do I update my credit card?

Check your junk/spam folder to see if the email is there.

If you are using the same card, but don't have sufficient funds, make sure funds are available and we will automatically attempt to charge your card again.

How can I get in touch with Hometime before I make a booking?

If you want to get in touch with us about a specific property, you can contact the Host of that property by clicking on “Contact host” on the property page.
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If you would like to get in touch with us about something else, you can send us an email at guest.support@hometime.io or call us on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I am looking to book a long-stay property. How can I discuss this with you?

If you have chosen the property you would like to book for a long stay and you have some further queries, you can reach the Host of that property by clicking on “Contact host” on the property page.

If you would like to get in touch with us about something else, you can send us an email at guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

What is expected from me as a guest?

We expect our guests to be mind and respectful of the property and surrounded community.

Our guests must follow the property rules, respecting the spaces and neighbours. You must remember that the property you are staying in is someone else’s home, hence we would expect you to treat with consideration.

How does payment work at Hometime?

The full booking amount will be charged to you upfront. Upon your booking confirmation, the funds will be deducted from the account you stated when you were booking the accommodation.
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Hometime requires a security deposit to be paid 4 days prior to check-in. The deposit will be put on hold for 7 days. We will be eligible to make any necessary deductions from the deposit amount if the property is not left in the same way as it was found and the Host sends us a claim request.

After the 7 days hold, the funds will be released.

How can I cancel my booking?

If you want to cancel your booking please contact your Host.

Upon the cancelation of your booking you will receive an email notification and a refund will be processed if you are entitle.

Please contact your Host in case you do not received the cancelation confirmation. You can also refer to our Cancelation Policy here.

How can I make changes to my booking?

If you would like to change your booking, reduce and increase the days or change the number of guests from what you booked initially, please contact your Host. Your host will suggest the cancellation of the current booking with no further charges and then you can make the new booking.

If you are unable to have your request addressed by the Hosting Partner, please send us an email at guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

Will I be charged a fee if I cancel my booking?

There are 2 types of cancelations:
1. Short Stay (< 28 days)
- If guest cancels from 7 days or more before check-in, the guest will get a full refund.
- If guest cancels less then 7 days before check-in, guest will be refunded 50% of the booking.
- If guest cancels during their stay, guest will be refunded 50% of the unspent nights.

2. Long Stay (> 28 days)
If you are unable to have your request addressed by the Host, please send us an email at guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.
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I am facing some technical issues on Hometime’s platform. How can I escalate this matter?

If you are unable to get in touch with your Hosting Partner, please send us an email at guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

My Host has canceled my booking. What do I do?

If your booking has been canceled by your Hosting Partner you will receive an email notifying you that your booking has been cancelled and we will issue a full refund of the booking value.

For further assistance please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I have been charged twice for my booking. How can I get a refund?

Please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I have been charged incorrectly. How can I get a refund?

Please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

The security deposit amount that Hometime has put on hold is not correct. How can I fix this?

Please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

For how long will Hometime hold on to the security deposit?

Hometime will hold the security deposit for 7 days after. The deposit will be taken 4 days prior to the check-in date.

I was informed that there are changes to the amenities at the property I booked and I want to cancel my booking.

Please send a request to your Host to cancel your booking without a cancelation fee as the amenities have changes since you booked your stay.

If you require further assistance, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

Can I check in early or check-out late?

Please contact your Host for this request. We are sure your Host will facilitate this for you if it is possible operationally.

I am not able to get in touch with the property Host. What do I do?

Please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

There is an issue with the property amenities, linen, and/or essential goods. How should I address this matter?  

If you encounter any of these issues during your stay, you should contact your Hosting Partner. They are the best person to assist you with these issues.

If you would like to escalate directly to Hometime, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

The property wifi is not working. How can this be fixed?

If the internet of the property you are staying is not working and it is an available amenity in the listing, please contact your Hosting Partner. They are the best person to assist you with this issue.

If you would like to escalate directly to Hometime, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I am not able to check-in. The code to the key lock box is not working or I cannot find the key lock box. How can I get help.

If you are facing some issues checking-in, please contact your Hosting Partner. They will be able to assist you with your check-in.

If you would require further assistance, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I locked myself out of the property. My Host is not answering me. How can I get help?

Please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I lost the property keys. How can I get help.

If you lost the keys of the property you are staying, please let your Hosting Partner know. They will assist you with this.

The property is not fit for use. How can I escalate this matter to Hometime?

If in your opinion, the property you are staying is not fit for use, please raise your concerns with your Hosting Partner. They might be able to help immediately by fixing whatever needed to be fixed and you will be able to continue your stay in the property.

If you are not satisfied with the solution presented by your Hosting Partner, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I encountered some issues during my stay and I want to cancel my booking. Where can I do that? And how can I get my money back?  

If you want to cancel your booking during your stay please contact your Hosting Partner and let them know you want to cancel the booking immediately and let them know the reason.

Upon the cancelation of your booking you will receive an email notification and a refund will be processed if you are entitled to.

If you are unable to have your request addressed by the Hosting Partner, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

The property alarms went off and my Host is not responding. What do I do?

If you are unable to get hold of your have your Hosting Partner, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

There is a major incident at the property (plumbing, electric) and my Host is not responding to me. What should I do?

If you are unable to get hold of your have your Hosting Partner, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

The security deposit amount that Hometime has put on hold has not yet been released. How can I get this solved?

Please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I was promised with a refund and I have not yet received it. How can I escalate this matter?  

Please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

How can I file a claim request (request money) with Hometime?

In the event that you encounter any issues during your stay, we would encourage you to contact your Host first in the attempt of addressing and resolving the issue.

If you are not happy with the solution provided by your Host to the issue you encounter and if you would like to file a claim directly with Hometime, you can send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299, and state the reservation number you requested the claim.

We are available Monday to Saturday, 9 am to 5 pm AEST.

I took the property keys with me. How can I return them back?

If you have taken the property keys with you when you checked out, please contact your Hosting Partner to arrange the return of the keys.In case you are unable to get hold of your Hosting Partner, please send us an email to guest.support@hometime.io or give us a call on +61 1300 616 299.

We are available Monday to Saturday, 9 am to 5 pm AEST.

How can I contact Hometime?

You can reach out to guest.support@hometime.io. We are available Monday to Saturday, 9 am to 5 pm AEST.

Our Hosting Partners

What support and tools do Hometime offer me in this arrangement?

Hometime empowers Hosting partners with best-in-class tools, technology, as well as dedicated support teams to help facilitate rapid scale and a profitable, flexible lifestyle. Broken down these include:

Hometime brand, lead acquisition, and pre-qualificationIn-house property management software with Airbnb integration, dynamic channel and revenue management (calendar, pricing and distribution of funds) and the Hometime Hub - an online learning environment that gives you access to exclusive supplier arrangements increases profitability, business mentoring access to a community of Hosting Partners, and dedicated support across all stages of the host lifecycle.

How do the lead acquisition and pre-qualification team assess the suitability of a property/client for my business?

First of all, our dedicated team will schedule a growth strategy meeting with you to understand how you’d like to scale your business. Based upon the discussion, our team will qualify leads based upon location, property quality, size, client motives, duration of management required, and property availability.

Who are the preferred suppliers?

Hometime's preferred suppliers consist of linen, consumables and service providers (maintenance and cleaning operators). This group of suppliers is trusted within our network and ensures all of our Hosting Partners benefit from "bulk buy discounts" that they would normally not have access to.

Are there any sign-up fees?

There are no sign-up fees when joining. However, there are of course some costs to consider initially. These include: the cost to register as a company (ACN), and the cost to set up on the ground operations (cleaning team, consumables, linen).

Do I need to be an established business before signing up with Hometime?

No, you don’t. Quite simply, our service offering is targeted towards short-term rental operators. Whether that be brand new operators breaking into the market and driving lead generation or larger more established players with 50+ properties looking to streamline their operational efficiencies and drive profitability through channel and revenue management optimisation.