- Verified customer
Makes my life so much easier!
I wasn't aware there was another alternative for my investment property than long-term real estate rentals, but when I discovered Hometime it just made so much sense. They manage my property from the bookings to the guest comms, to the cleans and let me be as hands off as I like which saves me so much time and hassle.
They have 1 point of contact for me who came and met me, arranged professional photos and gave me some tips in interior design and continues to answer all my questions , they also have a dedicated team who communicated with th...e guests that stay in my place so I don't have to worry about replying all the time, having to be there to hand over keys or trying to remember where the extra wine glasses are. I hadn't used Airbnb before but they set that all up for me too. Overall, really impressed and while I was nervous to move away from the security that long term leases bring, I have seen the reward and benefit of short term stays managed by Hometime and their partnership with Airbnb! I highly recommend reaching out and asking them what the expected returns for short term rental on your property would be. You won't look back!
Transparent and humble from the start - 4 months
I have reached out to 2 other short term property managers in Sydney and to be honest I was pretty underwhelmed with their account management/ follow up.
Hometime has been so open and honest with me and my partner from the start. Their financial projections were conservative for our property and they placed emphasis on ensuring that we were making a reasonable decision (as we have mortgages to pay and we can't afford to be over ambitious).
You can tell that Hometime has been doing this for a while now as their on-boarding process was inc...redibly rigorous and detailed! It's pretty impressive to see how they document every aspect of your property to ensure that they can help with any kind of issue. Im now 4 months into their management and my greatest fears (low occupancy) have not been realised. I'll write another review in a couple of months to review how they have handled the summer period. You won't regret choosing Hometime. Tina
- Verified customer
Dishonest, disorganised and inefficient – you’re better off doing it all yourself
I had one issue after the next with these guys and they got me only ONE two-night booking in one month. So instead of making extra income as they promise, I lost a huge amount of money. I wanted to make sure that my apartment would be all taken care of while I was overseas while bringing me a rental income that would at least cover my costs (i.e. mortgage, utility bills etc). I have been renting out my place on Airbnb and managing it myself for a while. It’s in a prime location and so I’ve never had any issues with getting bookings. I chose Hom...etime because they promise you will “earn the extra income without the extra hassle” and “increase your Airbnb income by 30-50%”. And also, they’re supposed to have an ‘exclusive partnership’ with Airbnb - I still don’t know what that means but I’m really concerned about the criteria Airbnb based their decision on considering the outcome I got. The whole experience was hugely exhausting, frustrating and stressful – on top of the major financial loss, interacting with Hometime was the opposite of hassle-free. This is going to be quite long because I think it’s fair to provide detailed evidence of why I am rating them so poorly: • They said they would start advertising my listing on a certain date and didn't do anything – I had to follow up with them: we agreed they would advertise my place on a certain date to start generating interest and bookings as early as possible. I filled all the forms, provided all the information as well as pictures. When I checked a week later, the listing still wasn’t live. That was not a good start. • During the ‘onboarding’ process, one of their employees dropped and badly damaged a stone statuette that has a strong sentimental value to me. It also deeply dented the floorboard in several places. No one else had been in the flat so there is no doubt that someone from Hometime was responsible for the damage. I called them straight away to raise the issue and asked to be called back. No one did. I then raised the issue via email and attached pictures as evidence. They replied with a series of rude and inconsiderate emails saying that both employees were denying it (obviously one of them was lying) and so it was their word against mine. I was dumbfounded. No apologies, no offer to compensate me, no consideration for the fact that I am a customer and they are supposed to provide me with a quality service. • They charge a 16% fee for property management but don’t deliver. Property management includes making sure the apartment servicing is done in my absence e.g. that the flat can be accessed by tradies if smoke alarms need to be checked etc. The servicing of lights on the balcony had to be done on a certain date and time and I had given them all the information several times on the phone and in writing to ensure one of their employees would be there. No one from Hometime ever showed up at the scheduled time so the guys couldn’t do the light servicing as planned. The strata charged me $95 to rebook them on a different date. • They charge a huge amount of money for cleaning but it’s pretty partially and poorly done. As part of initial clean that cost me over $200, they asked if I wanted something specific cleaned - I requested that the windows be cleaned but it wasn't done... I also checked my place after the last clean was completed. Overall, it was not very well cleaned, especially the showers and floors. This issue was also pointed out by people in other reviews: https://www.productreview.com.au/p/hometime.html • As I said, in spite of their promises (80% occupancy rate, increase your Airbnb income by 30-50% etc) they didn’t find any guests for my place, except for one weekend over an entire month. I lost a $650 booking because they didn't assist the prospective guest very well at all – she was having trouble with the Airbnb app and they were sending her confusing information. I could see the back and forth messages and I would have done a much better job assisting her myself but contractually I wasn’t allowed to communicate directly with the guest... In the end, she got really annoyed and cancelled her booking. • After one issue after the next happened (but no bookings!) over a month and a half, I decided to terminate my agreement with them. I requested that my account be deleted and bank details removed from their system. They agreed to do it straight away. It’s been two months and my credit card details are still in their system to this date, although I called and emailed several times about it. I experienced other issues that other reviews have also mentioned, for instance with their communication systems with owners – it’s really hard to reach the person who manages your property when you call and it happened several times that I was asked to be called back and no one did. They have really messy and inefficient procedures but don’t take ownership for the issues that it creates. Also, there are hidden costs that they are really ambiguous about when you ask questions - they charge you for all sorts of things like ‘toiletries’ and ‘bathroom set’ (isn’t that the same thing?) And then, they try to make you buy extra toilet paper, sponges, soap, tea, coffee etc on top of that – in their documentation there’s a huge list of extra amenities they ‘strongly recommend’ owners buy so it ends up costing a fortune in addition to the management fee and hefty cleaning fee. Really all this stuff should be part of their property management fee – this is what other rental agencies do. Very dodgy.
Great Airbnb property manager
I"m not one to review regularly but I've had mixed experiences with management companies and found Hometime to provide a very good service. Most importantly they are transparent and did not over promise financial returns, they explained seasonality and have since delivered great occupancy and decent pricing. They are also very responsive to emails and normally get back to me within 30 minutes.
If you are in Sydney you should ask for Marijs who is one of the account managers - she was very professional and coordinated everything ...when I joined and is still my point of contact if anything goes wrong. Overall I would say the staff at Hometime are what make them a good company, they are available when needed and are polite and courteous to deal with. If you have had issues in the past then give these guys a go.
They really care
The team in Hometime is pretty unique in that they really care about the homes that they have in their portfolio. They are delivering consistent results and they have been super responsive. If there is a small matter that went wrong, they did whatever they could to help us and we are very satisfied.
Do not ever use them as your management team
This is going to be long, so I have left the conclusion in title.
First of all, I used Homtime as my management team for 3 months only, because if I have decided to use them longer, I am going to lose my listings.
As a management team, we are looking for the following mark points:
1) Management fees
2) Guest treatment
3) Cleaning + price
4) Responding speed to owner
5) issue solving speed
And now I will give my result and reason:
1) Management fees - 4.5/5 ...
- Verified customer
Extra charges added on the 24th Dec, 2 weeks after booking for airbnb clean over the holiday period
Problems with this airbnb management company from the start...Their response level was very slow to sometimes non-existent, they told us all sorts of stories of how many homes they are already servicing and that they have a dedicated service center in our area and gave us quotes over the phone of how much to expect for cleaning and linen. Unfortunately after we signed up the stories changed significantly, cleaning and linen fee went from an already steep $290 to an unacceptable $360/ visit. We then decided to take care of the linen ourselves an...d just use them for cleaning and made two bookings beginning of Dec and agreed to the cleaning fee before submitting the bookings. On the 24th of Dec (!) we received an email to tell us that they kindly waived the $30 travel fee for our first booking but for the second one they have added $30 (two weeks after making the booking!) as they usually don't service our area at all and will make an exception for us, but not without charging us extra. Now of course its too late to find alternative cleaners, untrustworthy company, holding you ransom to extra charges when you don't have a choice anymore! The site which gets referred to by their staff https://hometime.io/pricing returns an error and the terms and conditions I apparently signed up to were neither sent by email nor are they available as part of my account info nor anywhere on their website. Completely unacceptable way of doing business and we certainly won't be back!
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