For minor issues below an agreed amount, for example £100 (this figure is at each landlord’s discretion), we can arrange repairs without disturbing the landlord. Larger repairs or non-urgent works can still be coordinated by the Novaro team, but we will always discuss and obtain approval from the landlord before proceeding.

Our 24/7 guest communication team would first assist the guests remotely, directing them to the property guest guide and helping them troubleshoot the issue where possible.

If the problem cannot be resolved remotely, depending on the location, we would attempt to contact one of the out-of-hours tradespeople within our network to attend the property and resolve the issue.

If neither option is successful and the property cannot reasonably be occupied, we would arrange alternative accommodation for the guests. For longer stays, this may simply be for the night while we arrange for the relevant tradesperson to attend the following day and resolve the issue as quickly as possible. Any nights the guest is unable to stay at the property would be refunded and deducted from the payout for that booking.

If the issue is simply a naturally occurring fault with the property or appliance, unfortunately this is something that has to be taken on the chin and accepted, as these things, albeit rarely, can happen.

Our team will handle the situation directly with the guest without unnecessarily disturbing the landlord. Depending on the property, this may involve remote access instructions, spare key arrangements, smart-lock access or organising appropriate assistance to get the guest safely back into the property.

No. Novaro Stays acts as the point of contact for guests throughout their stay. Guest questions and any issues that may arise at the property are handled by our team.

Our cleaning teams document our properties through photos and videos before every guest(s) arrive. They investigate any reported damage after the stay. If evidence proves the guest is at fault, we pursue them through our applicable damage resolution process and charge their card the necessary amount.

Our team is in control of communication with the guest and immediately escalates the situation through the relevant booking platform and, where necessary, the appropriate authorities or professional services.

Guests are provided with clear house rules regarding noise and behaviour. If a complaint is received, our team contacts the guest immediately and works to resolve the issue without unnecessarily involving the landlord.

We take many precautions here; Guest screening, minimum stay rules where appropriate, security deposits/platform protection, clear house rules, monitoring suspicious bookings and rejecting reservations we don’t believe are suitable.

Upon onboarding, we provide landlords with access to our live booking spreadsheet. This gives you complete visibility of your property’s bookings and allows you to see exactly what is happening with the property at any time.

You will also receive your full monthly payout report detailing the relevant bookings and revenue.

Booking revenue is generated through our Novaro Stays hosting accounts and is paid into our dedicated client money holding account. We then reconcile the property’s bookings and provide the landlord with their corresponding payout and monthly report.

We send the previous month’s payout report no later than the 10th day of the following month. For example, January’s payout report will be provided by the 10th of February at the latest.

This allows sufficient time for all bookings to be reconciled, as some online travel agencies can release payment more than a week after guests have departed.

Once your onboarding documents have been returned and the onboarding fee has been paid, we aim to have your property fully set up and live within two weeks.

During this time, we can coordinate the property setup, professional photography, management systems and online listings so everything is ready to begin accepting guests.

We use dynamic pricing software which continually adjusts nightly rates according to demand and seasonality, helping us remain competitive and maximise occupancy during quieter periods.

We can also utilise promotions, adjust minimum-stay requirements and target different guest demographics to help generate bookings when general leisure demand is lower.

Absolutely. Landlords can still use their property whenever they wish, subject to any existing guest reservations. Simply give us reasonable notice and we can block the required dates in the booking calendar so they are unavailable for guests.

Our cleaners photograph and video the property after each clean and submit this to our management system. This allows us to regularly assess the condition of the property, identify any potential damage or maintenance issues and ensure it is in immaculate condition ready for the next guests.

We ensure that the professional cleaning teams we work with supply hotel-quality bedding, linen and towels. This helps us maintain consistently high standards for every guest while making linen changes and property turnovers as efficient as possible.

Provided the agreed notice period is followed, we will work with the landlord to ensure an orderly handover and minimise disruption to any guests with existing reservations.

Where bookings fall within the remaining management period, we will continue to manage them as normal. Any bookings extending beyond the termination date will be discussed with the landlord as part of the handover so an appropriate arrangement can be made.