+1 (510) 698-1844
WWW.DOORSTREAM.COM
Doorstream DEDICATED TO HAPPY HOSTS AND SUCCESSFUL RENTALS
THE HOST GUIDEBOOK A SIMPLE GUIDE TO LAUNCHING YOUR RENTAL
SECTIONS
03
WHY DOORSTREAM? All the reasons you will love working with Doorstream.
04
PREPARING FOR GUESTS What guests will expect during their stay at your property.
05
REQUIRED FURNISHINGS A list of furnishings required to make your listing rent-ready.
07
HOUSEKEEPING A description of what you can expect from Doorstream housekeeping.
08
LINEN MANAGEMENT Required linen to prepare your home and the associated costs.
09
LODGING TAXES & PERMITS A quick summary of how taxes and permits are dealt with.Â
09
MAINTENANCE A description of how Doorstream will manage maintenance and owners are be billed.
10
PROTECTING YOUR HOME A description of AirBnB Host Protection insurance and Doorstream's further requirements.
11
GUEST SATISFACTION How Doorstream will ensure the satisfaction of every guest.
12
MAKE THE MOST OF YOUR PROPERTY Your rights and permissions as owner of the property.
13
FAQ REGARDING OWNER HOLDS Further details on how owners can reserve stays at their property.
HOME
IS
OUR
WHERE
STORY
BEGINS.
WELCOME TO
Entrusting your property to a professional
DOORSTREAM!
often nerve-racking decision. We’re here to
JOE | AIRBNB GUEST | 2017
management team is an important and help you make the most of your rental property. This handbook will give you an in-
At Doorstream, we understand how
depth look at how it all works. Inside, you’ll
passionately Host’s work to offer the best
find all the details on the policies and
services for their guests and run a
procedures we’ve developed over time to
successful rental. It takes dedication to
ensure your home remains or becomes a
create unique memories that will last a
successful AirBnB. If you have any
lifetime and offer spaces that stand out
questions or concerns, you can contact us
among the rest. Doorstream is founded on
directly at +1 (510) 698-1844 or email us at
a strong ethic of teamwork, transparent
hello@doorstream.com. We look forward to
communication, and dedication to
working with you!
providing world-class rentals. Whether it be a private room to rest one's head at night, or a luxurious hillside retreat, every listing partnered with Doorstream promises one
~ The Doorstream Team
thing: to be the best of its kind. PAGE 2
WHY
PhD’s in Data Science to maximize your
DOORSTREAM?
software adjusts nightly rates based on
revenue and occupancy. This pricing many variables, including seasonality shifts, surrounding AirBnB rates, hotel rates,
POWERFUL SOFTWARE
regional events, proximity to popular
Over the years, Doorstream has studied
attractions, and even property-specific
and interviewed the industry’s top rental
features and amenities that add value for
software providers in order to create a
guests. Listings using this software see an
customized suite of digital tools that allows
average revenue increase of 39%.
us to track and analyze data in unique ways. Our software provides essential
STREAMLINED EXPERIENCE
information to understand how the
It’s our mission to streamline the vacation
industry functions, so that we can
rental process for guests and homeowners
"DOORSTREAM HAS THIS BUSINESS DOWN TO A SCIENCE AND IS AN EXPERT IN HOSPITALITY." JOE | NEW YORK
maximize your return on investment. With
alike. As an owner or host, all you have to
these tools we can track the quality of
do is view your monthly reports and
services provided by our team, manage
invoices on a monthly basis, and get paid!
real-time maintenance reports to keep
We handle advertising, listing, marketing,
your rental running strong, deduce review
rate management, permitting, contractors,
averages and statistics, and observe unit
reservations, housekeeping, housekeeping
performance to track your properties
supplies, household good restocking,
health. Ultimately, our software allows us
customer service, and guest inquiries. At
to provide excellent service to our
the end of the year, AirBnB will issue you a
partnered hosts, team members, and
1099-K tax form for your use.
guests alike. INTELLIGENT PRICING Unlike most other management companies, Doorstream implements an intelligent pricing software developed by PAGE 3
PEOPLE NEVER HOW
WILL
FORGET
YOU
THEM
PREPARING FOR GUESTS GUEST EXPECTATIONS
MADE
FEEL
PERSONAL ITEMS Doorstream highly recommends you remove all personal items from the property - which opens up the space and provides more room for guests to make
If you have never rented to guests before, do
their stay even more personal and special.
not be intimidated! If you have, then you
For example, we encourage owners to
understand most guests expect a vacation
remove highly personal items, such as
rental to be presentable, clean, and look and
family photos, from the home. These items
feel as new as possible. Guests typically seek
can distract guests from feeling as though
out properties that are at the least a step up
the space is fully theirs to enjoy during
from the quality of their own homes, and they
their stay. Guests may look into closets,
will judge their experience at your location
drawers, and cupboards, and feel as
based on this set of expectations. When your
though anything present is available for
Local Operations Manager visits your property,
their use. Anything that you do not want
they will be able to give recommendations for
guests to use or access should also be
interior design services that will improve your
removed from the property.Â
home and future guest experiences. Following
We recommend using a closet with an
these recommendations will ensure your
electronic lock for personal items that you
property photographs well, rents well, and
would like to keep on-site. We also highly
earns great reviews - which all lead to more
recommend dedicating a supply closet for
revenue for you!
storage of paper products and cleaning PAGE 4
supplies so our housekeepers can have these
Microwave
items on hand for more efficient cleans after
Water glasses (1.5 of max occupancy)
each guest stay. Doorstream will stock the
Wine glasses (1.5 of max occupancy)
necessary toiletries, cleaning supplies, and
Large plates (1.5 of max occupancy)
paper products for each reservation.
Small plates (1.5 of max occupancy)
“PEOPLE
WILL
Coffee cups (1.5 of max occupancy)
NDE V E R F OSilverware R G (1.5EofTmax occupancy) REQUIRE Wine/bottle opener opener ADE F U R N I SH H ION W G S Y O U CanM THEM
F E Measuring E L . cups ”
In order to receive Doorstream’s management services, we require hosts to supply certain items listed below. Your Local Operations Manager will purchase any missing items and send you an invoice listing these expenses. We have learned that the best way to achieve positive reviews, high occupancy, and great financial return is to provide items for your guests that will set their stay apart from the rest. We always encourage each host to go above and beyond to outfit their property in a way that will cater to guest wants and needs. Based on our considerable experience outfitting vacation and short term rentals, we have a recommended list of furnishings that
you can purchase or Doorstream can purchase on your behalf and simply add to your monthly invoice. KITCHEN
Spatulas
Sharp knives (at least 3) Steak knives Mixing spoons Pancake spatula Cheese grater Potato masher Ladles Potato peeler Oven gloves Cutting boards (2) Strainer Knife sharpener Beer bottle opener Plastic or glass food containers Baking dish Roasting pan Cookie sheets (2) Pizza pan Pizza cutter Kitchen towels (set of 10) Paper towel holder
1 1⁄2-quart covered saucepan
Pitcher
3-quart covered saucepan
Serving platters (at least 2)
8-quart covered stockpot
Mixing bowls/salad bowls (at least 2)
4-quart covered sauté pan
Blender
10-inch skillet
Slow cooker (optional)
8 1⁄2-inch skillet
Rice cooker (optional)
Coffee maker
Waffle iron (optional)
Coffee grinder Toaster PAGE 5
FOR EACH BEDROOM
Carbon Monoxide detector
We have found that the best way to dress a
First aid kit
bed for vacation rentals is a comforter
Electronic locks for interior rooms if
inside a duvet cover, a few throw pillows,
listed as separate private room listings
and extra blankets to cozy things up. Matching sheets are also a very important
OTHER - NOT REQUIRED
part of making a home guest-ready.
Vacuum - bagless
Doorstream operates a linen program to
Broom/dust pan
keep all of our homes outfitted with
Battery-operated candles (in case of
standardized bed and bath linens. For
power outage, to be kept under sink)
more details, please refer to the Linen
Flashlights (at least 2) – rechargeable,
Management section (see, page ___).
plug-in models preferred Step ladder
2 pillows for every person
BBQ (propane, NOT charcoal)
4 sheet sets per bed (includes fitted sheet,
BBQ cleaning brush
flat sheet, and pillowcase)
BBQ utensils
2 comforters per bed
2 spare propane tanks for gas grills
4 duvet covers per bed
Wood required if fireplace or wood stove
4 throw blankets per bed (optional)
is present
1 mattress pad per bed (optional)
Garden hose with nozzle - if outdoor
1 towel set per guest
water source is available
FOR EACH BATHROOM 1 plunger for each bathroom 1 toilet brush for each bathroom, with stand Bath towel holder and hand towel holder for each bathroom Hair dryer OTHER - REQUIRED Doormat at each door outside Garbage container Recycling container (required if city recycling available) Specialty light bulbs (if needed in the home) Ironing board Iron Fire extinguisher Smoke detector PAGE 6
IF
EVERYONE TO
HOLD
SKY,
UP
THEN
PERSON
HELPS THE ONE
DOES
BECOME
NOT
TIRED.
HOUSEKEEPING
turn a profit. In addition, Doorstream covers
OUR STAFF
housekeepers, detailed below.
Dedicated housekeeping staff are at the heart of every successful AirBnB stay. It is the small touches that create pleasant memories for
the cost of cleaning supplies for our
PROVIDED SUPPLIES FOR HOUSEKEEPERS
your guests: the smell of fresh linen, sparkle of
Our housekeepers are outfitted with all
clean appliances, or sunlight shining through
supplies necessary to keep your home
clear windows. This is why we are dedicated
sparkling. In order to keep your home
to training and then overseeing our
pristine between guests, Doorstream
housekeepers every step of the way. Our team
provides the following at no cost to you:
is constantly evolving and improving the systems and services we offer. SUPPLIES
Oven cleaner Floor cleaner All-purpose cleaner
Doorstream is proud to provide its
Scrub brush
housekeeping staff with a living wage (starting
Non-scratching scouring pads
at $15/hr, depending on local cost of living).
Disposable gloves
We also keep our cleaning fees in line with
Scrub sponges
industry norms. Housekeeping is a
Cleaning sponges
key investment for Doorstream, not a way to
Microfiber towels PAGE 7
Razor scraper
worry about. Our linen program is another
Razor blades
step in that direction. You’ll receive high-
Window squeegee
quality sheets and towels for your entire
Bucket
property at our discounted bulk price. Your
Dust mop
guests will enjoy consistently comfortable
Portable vacuum (for some properties)
experiences and you won’t have to worry about replacing your linen and towels at every
MANAGED SUPPLIES
moment.
FOR EACH HOME Doorstream will manage the maintenance and restocking of household/consumable
WHAT COMES IN A LINEN SET?
supplies for guests. Any expenses of this sort
One fitted sheet
will be added as a line item in your monthly
One flat sheet
invoice.
Two pillow cases per person
Shampoo
One duvet cover
Conditioner
One comforter
Paper towels
One towel pack for twin beds, or 2 towel
Toilet paper
packs for full/queen/king beds
Laundry detergent Fabric softener Dishwashing liquid Dishwasher pacs/pods Dish brush Kitchen trash bags
There will be three linen sets purchased for each bed in your property during the setup phase. In July of each year you will be billed for new linen sets that are purchased for each bed / bedroom.
Small trash can liners WHAT ARE THE LINEN PRICES
LINEN
FOR EACH BED SIZE?
MANAGEMENT
Operations Manager to get the latest pricing.
Prices may vary slightly. Speak with your Local
Twin Sheet Set: $11.19
Doorstream is proud to offer our partners a
Full/Queen Sheet Set: $ 23.99
linen program that outfits each property with
King Sheet Set: $27.29
standardized bed linens and bath towels. This
Towel pack (Bath towel, hand towel, and
simple guide below will give you an overview
washcloth): $9.99
of how it works.
Twin Duvet Cover: $24.99
WHY OFFER A LINEN MANAGEMENT PROGRAM?
Full/Queen Duvet Cover: $27.99 King Duvet Cover: $34.99 Twin Comforter: $19.99
At Doorstream, we want to minimize or
Full/Queen Comforter: $24.99
completely eliminate the things you have to
King Comforter: $29.99 PAGE 8
WHY IS THIS BETTER THAN REPLACING SHEETS MYSELF?
MAINTENANCE In order to ensure your rental property always
By allowing us to replace your linen sets on a
operates smoothly, our onsite service-
yearly basis, you won't be bothered with
providers are trained to perform regular
having to replace linen at the last moment
inspections throughout your property. If a
when one is stained, ripped or damaged in
potential or current problem is observed, our
any way.
service-provider will send us a detailed Problem Report. As soon as Doorstream
SO HOW MUCH DOES
receives a report, a maintenance crew
IT COST?
member or contractor will be sent to address
Your final cost to purchase necessary linen will
the problem.
depend on two factors: the number of beds in your home and the maximum occupancy. As
OWNER EXPENSED SERVICES
noted, you’ll start with two sets of sheets for
We ask that homeowners cover the following
all of the beds in your home. Each year, one
expenses inherent in home maintenance:
new set of sheets for each bed is purchased, along with a fresh set of towels. You will be billed annually in July for the new set(s).
Pool / spa maintenance Garbage service Electric
LODGING TAXES
Water & sewage
& PERMITS
Cable
Each reservation has taxes added to the total amount of the rental, which are then
Wireless internet Yard maintenance SERVICES THROUGH DOORSTREAM
automatically collected and remitted on your
We can arrange recurring/maintenance
behalf. You do not need to send us extra
services on your behalf with your preferred
money to pay taxes.
service provider, simply get in touch with your
REQUIRED PERMITS Depending on your location, your home may require various city or county permits in order
Local Operations Manager for details. We’ll find appropriate service providers, schedule services, and handle billing and invoicing.
to operate as a vacation rental. We will work
EMERGENCY REPAIRS
with you and the proper entity to apply for
As we know, homes can require unexpected
and track any necessary permits. For further
minor repairs. In the case of repairs, general
information, please speak with your local
maintenance is billed to the owner. Owner-
manager. Please note that not all homes
expensed repairs include, but are not limited
require permits, and that you are responsible
to, electrical malfunctions, appliance
for the cost of any permits.
replacement upon malfunction, plumbing PAGE 9
issues, and replacing items suffering from
maintenance for small, time-sensitive, repairs
natural wear (furniture, vacuums, etc.). To
that total less than $100 and bill owners at the
summarize, owners are responsible for items
start of the month following the repair /
required to maintain the overall safety and
maintenance. We will notify you of any
comfort of the home. Owners, however, are
damage that occurs and communicate with
not responsible for repairs specific to each
you if necessary repairs cost more than $100.
guest stay (damage in the event of guest
As noted above, Doorstream will charge the
misuse). Occasional damage is a rare but
guest when they are clearly responsible for
unfortunate reality. Doorstream has a strict
the damage.
policy around this as well as, and will charge and collect repair or replacement costs from
NO PARTY POLICY
the guest when appropriate (more on this on
Doorstream’s “No Party” policy is clearly
the next page). Airbnb also provides hosts
displayed on AirBnB, through direct
with $1M Host Protection insurance against
messaging with guests, and on the property.
damages related to guest stays. Damages are
Guests are warned that parties at the home
covered by the Host Protection insurance up
are not permitted. Both neighbors and local
to $1M per case. It’s in everyone’s best
managers reserve the right to inform
interests to ensure that your home remains
necessary authorities if there is a noise
suitable for guest use. If the condition of your
violation after 10 PM, or whatever time local
property begins to negatively impact its
ordinances state. Local managers who oversee
performance, we may decide to stop renting
guest stays are able to discern the difference
your home until those issues are addressed.
between appropriate guest celebration and misuse of the premises. The maximum
EXPENSE APPROVALS It is our intention to ensure the comfort and safety of guests in emergency situations. However, Doorstream will first obtain your written approval to engage a third party vendor for any non-urgent and nonemergency matter with an expense exceeding $100.
PROTECTING YOUR HOME DAMAGES
occupancy, or the number of people who are allowed to be on the property at any time not just for the night, may only be exceeded on a case-by-case basis with the homeowner’s express permission. DAMAGE DEPOSIT In order to keep the booking process simple for guests and secure more bookings at your property, we refrain from asking guests for a damage deposit up front. However, our housekeepers conduct inspections between each stay to identify any damages that may have been caused by guests, and report to us with detailed photo documentation.
Our housekeepers are trained to inspect and
Additionally, guests are required to
immediately report any damage that occurs
acknowledge and comply with each
during a guest stay. Doorstream will arrange
property’s House Rules, outlining house PAGE 10
policies, quiet hours, and other established
Cleanliness
rules.
Accuracy
INSURANCE LIABILITY
Value Communication / customer service
It’s our priority to protect the safety of your
Check-in
investment as well as the safety of the guests
Location
who enjoy it. Our local managers will work with you to evaluate your home and provide suggestions to prepare your home for guest use. Airbnb also provides hosts with $1M Host Protection insurance against damages related to guest stays. Damages are covered by the Host Protection insurance up to $1M per case. So we can be certain that the homes we manage are adequately insured, we ask all owners to present a declaration of their homeowners’ insurance for our records.
GUEST SATISFACTION REVIEWS A few hours after every guest check-in, Doorstream will reach out to guests to see if there are any requests or questions they have. This ensures that every guest stay is pleasant and smooth. 24 hours after every guest checkout Doorstream will write an honest review for each guest. We’ll also send a reminder to guests to write a review for you, the host. We have learned that this is an effective way to
We take our reviews very seriously. We use insights from these private feedback reports to increase future bookings and continually improve the level of service we provide for guests. Doorstream will develop plans and methods to improve guest experiences. Keeping a close eye on guest feedback helps us continually improve our systems and services so that we can earn more revenue for every host. We encourage hosts to regularly look over the latest reviews for their property. This is the best way to gauge the health of your rental property from the guest perspective. Whether guests point out worn furniture or pots and pans needing replacing, keeping a watchful eye on reviews will help you understand and respond to guest impressions and expectations in real time. It’s important to note that one of the most effective practices of our top-earning hosts/partners is jumping on easily addressed items such as these as quickly as possible.
build positive reviews, which leads to building your reputation as a quality host. Reviews are an essential part of our marketing strategy! People are much more likely to book stays in homes with superb reviews. Guests will also provide private feedback for the following categories: Overall satisfaction PAGE 11
A reservation is officially cancelled when
GUEST CANCELLATION
the guest clicks the cancellation button
Doorstream provides a moderate
on the cancellation confirmation page,
cancellation policy for guests. The following summarizes our cancellation terms:
which they can find in > Dashboard > Your Trips > Change or Cancel. Cancellation policies may be superseded
For a full refund of accommodation fees,
by the Guest Refund Policy, extenuating
cancellation must be made five full days
circumstances, or cancellations by
prior to listing’s local check in time (or
Airbnb for any other reason permitted
3:00 PM if not specified) on the day of
under the Terms of Service. Please
check in. For example, if check-in is on
review these exceptions.
Friday, guests must cancel by the previous Sunday before check in time to receive a full refund.
"I COULDN'T ASK FOR A BETTER, MORE ORGANIZED, OR PROFESSIONAL HOST." MOHAN |Â ISTANBUL
If the guest cancels less than 5 days in advance, the first night is nonrefundable but 50% of the accommodation fees for remaining nights will be refunded. If the guest arrives and decides to leave early, 50% of the accommodation fees
MAKE THE MOST OF YOUR PROPERTY
for the nights not spent 24 hours after
MONTHLY REPORTING
the cancellation occurs are refunded.
On the first of each month you will receive
The AirBnB service fee is non-refundable.
a financial report that provides a break
If there is a complaint for either party, a
down of individual reservation transactions,
notice must be given to AirBnB within
management fees, AirBnB fees, as well as
24-hours of check-in.
all reviews left by guests in the previous
AirBnB will mediate when necessary,
month. This information is essential for you
and has the final say in all disputes.
to gauge the health of your rental. PAGE 12
HOST / OWNER HOLDS
than everyday straightening up. You should
Don’t forget, your rental property is also
housekeepers give when cleaning. This is
yours to use! You may contact Doorstream
why we usually advise hosts to opt-in for
at anytime to block out dates for yourself,
our cleaning services. Please keep in mind
friends, or family. You will be provided with
the following:
an owner portal that allows you to view your property’s calendar and availability at any time. Extra cleaning expenses not related to an actual guest reservation will be billed to the host.
FAQ REGARDING OWNER HOLDS
give the same level of attention our
Beds should look professionally made Dishes should be washed and put away Trash should be taken out Linens should be laundered, neatly folded, and put away Floors should be vacuumed All surfaces should be clean and smudge-free Supplies should be restocked CAN I SCHEDULE A HOLD FOR
WHAT IS AN OWNER CLEAN? Following a hold placed on the property by you, we will schedule one of our housekeepers to clean the home for the base housekeeping fee established for the home. The “owner clean” fee will be billed to you and appear on your monthly invoice. WHAT TIME IS CHECKOUT FOR AN OWNER HOLD? The checkout time for every listing is 11AM. Even if the night shows as unbooked, it is important everyone checks out of
SOMEONE OTHER THAN MYSELF Definitely! You may block dates for friends and family. However, you must respect the terms of your contract. If you plan to receive our cleaning services after their checkout, please make sure they comply with the 11AM checkout time and collect the cleaning fee directly from them. Doorstream will bill you directly for the expense, which will appear in your monthly invoice. If you choose to clean the home yourself, be sure to have the property ready for future guests’ arrival at 4PM.
the property before 11AM and the property is ready for future guests by 4pm. Often, last minute bookings are made, so even if the night shows as unbooked, the listing must always be prepared before check-in time incase a last minute booking is made. CAN I CLEAN THE HOME MYSELF? You do have the option to clean the home yourself. If you do decide to clean after your stay, please note that preparing your home for guests is much more involved PAGE 13
PUT YOUR HEART, MIND, & SOUL INTO EVEN YOUR SMALLEST ACTS. THIS IS THE SECRET OF SUCCESS.Â