Owner Management Guide

PERSONALISED FOR CLOUD 9 | JERVIS BAY

A clear overview of how Wai Tui Villas will manage your property, including guest care, pricing, payments, booking strategy, emergency support, ongoing management expectations and long-term portfolio growth.

WHY CHOOSE WAI TUI VILLAS?

Wai Tui Villas is a boutique holiday rental management business with 200+ five-star reviews.

With no lock-in contract, we work closely with owners to reach their revenue goals, which has been achieved each financial year.

Our properties maintain 65% to 73.76% occupancy, which is above the industry average, especially during off-peak periods through strategic planning, pricing and continuous 5 star experiences.

Our boutique portfolio allows for personalised touches, higher performance and almost instant owner payments.

HOW OWNER PAYMENTS WORK

Majority of your bookings will come from Airbnb. We don’t use a PMS, which means you only pay 3% service fee.

Payouts are processed automatically and are released approximately 2 days after guest check-in.

Payouts via these platforms are paid directly to owner’s nominated account.

Wai Tui Villas then invoices the owner for the agreed management percentage after cleaning+linen has been deducted.

Direct bookings will be paid directly to owner’s nominated account.

Wai Tui Villas then invoices the owner for the agreed management percentage after cleaning+linen has been deducted.

This model gives owners clear visibility over income and avoids waiting for traditional end-of-month management statements.

WHAT IS INCLUDED IN OUR 12% MANAGEMENT FEE

Owners step back from the daily demands of holiday rental management while still retaining visibility, transparency and control through the Airbnb co-host structure.


  • 1. Guest & Booking Management

    We manage guest communication and booking support from enquiry through to checkout, ensuring guests receive clear, timely and professional information throughout their stay.

    This includes:

    • Guest enquiries and booking questions
    • Pre-arrival communication
    • Check-in and checkout instructions
    • Guest support during the stay
    • House rule communication
    • Review follow-up
    • Guest issue handling where required
    • Clear messaging to reduce confusion and avoid preventable problems

    Our aim is to create a smooth guest experience that supports stronger reviews, repeat interest and better overall property performance.

    2. Pricing & Revenue Strategy

    Pricing is reviewed strategically and not left to sit unchanged. We use dynamic pricing software, market awareness and weekly review practices to help keep the property competitive with demand.

    This includes:

    • Weekly pricing reviews
    • Dynamic pricing software support
    • Seasonal rate adjustments
    • Off-peak pricing planning
    • School holiday and peak-period pricing
    • Minimum-night strategy
    • Gap-night and orphan-night review
    • Longer-stay pricing opportunities
    • Platform discount strategy where suitable
    • Competitor and market positioning review

    The aim is not just to fill the calendar, but to protect revenue, attract suitable guests and improve long-term performance.

    3. Cleaning & Turnover Coordination

    We coordinate the cleaning and turnover process to help ensure the property is guest-ready before each arrival.

    This includes:

    • Cleaner scheduling
    • Turnover coordination between bookings
    • Linen coordination
    • Consumable and restocking communication
    • Cleaning checklist support
    • Follow-up when standards are not met
    • Communication around issues noticed during cleans
    • Guest-ready presentation expectations

    Cleaning standards directly impact guest reviews, so turnover coordination is treated as a key part of the management process.

    4. Pre-Check & Property Readiness

    Pre-checks help ensure the property is clean, stocked, well-presented and operating properly before guests arrive.

    This may include checking:

    • Property presentation
    • Cleanliness standards
    • Consumables and guest supplies
    • Access details
    • Wi-Fi and guest instructions
    • Air conditioning, fans, remotes and key amenities where required
    • Maintenance concerns
    • Guest-ready details before arrival

    Pre-checks are important because they help prevent avoidable guest issues, reduce costly emergency call-outs, protect reviews and keep the property operating at the expected standard.

    A well-managed pre-check process can directly support stronger guest experiences and higher review outcomes.

    5. After Check-Out Property Review

    After guest checkout, we review the property condition where required and identify any concerns that may need follow-up.

    This may include:

    • Checking for visible damage
    • Noting missing or broken items
    • Reviewing guest-related issues
    • Communicating concerns to the owner
    • Gathering information or photos where required
    • Escalating eligible damage-related costs through the booking platform where applicable
    • Coordinating follow-up repairs or replacements where needed

    This process helps protect the property, identify issues early and support recovery of damage-related costs where the platform allows.

    6. Emergency Guest Call-Outs

    Emergency guest call-out attendance is included in the management percentage where Wai Tui Villas can reasonably attend and physically assist with the issue.

    If we can physically help resolve the problem ourselves, this attendance is covered within the management fee.

    This may include:

    • Access issues
    • Guest confusion with property instructions
    • Minor guest-facing issues
    • Urgent property checks
    • Basic troubleshooting
    • Attending the property where reasonable and possible

    If the issue requires additional costs, trades, materials, replacement items, specialist services or external contractors, these costs are the owner’s responsibility.

    Examples of owner-expense items include locksmiths, plumbers, electricians, appliance repairs, replacement items, contractor call-out fees, materials and parts.

    7. Owner Communication & Transparency

    We keep owners informed about important property matters, rather than leaving them disconnected from what is happening behind the scenes.

    This includes:

    • Clear owner updates
    • Pricing recommendations
    • Guest or cleaning concerns
    • Maintenance issue updates
    • Expense transparency
    • Approval requests for larger costs where possible
    • Strategy communication when changes are recommended
    • Visibility over property performance and operational needs

    Our model allows owners to step back from the daily demands of holiday rental management while still having clear oversight of their property, income, expenses and key decisions.

    8. Guidebooks & Guest Experience

    We provide personalised guest-facing information to improve the guest experience and reduce avoidable questions during stays.

    This may include:

    • Personalised house manual
    • Property-specific guest guidebook
    • Local guidebook recommendations
    • Access instructions
    • Wi-Fi details
    • Bin information
    • Parking details
    • Appliance notes where required
    • House rules and guest expectations
    • Local dining, activity and area recommendations

    A clear guidebook helps guests feel more confident, cared for and informed. It also reduces repeated questions and supports a smoother stay experience.

    9. Property Care & Maintenance Coordination

    We assist with day-to-day property care by identifying, reporting and coordinating maintenance issues where required.

    This includes:

    • Maintenance issue reporting
    • Owner updates for property concerns
    • Trades and vendor coordination where needed
    • Urgent issue escalation
    • Follow-up on guest-impacting repairs
    • Monitoring recurring property issues
    • Recommendations to protect property standards
    • Coordination of repairs and replacements at owner expense

    Our aim is to prevent small issues from becoming larger problems and to keep the property operating at a standard that supports guest satisfaction, reviews and long-term value.

    DUPLICATE

    • Cleaning & Linen Fees (Guest expense)

    • Consumables & guest supplies

    • Maintenance & repairs

    • Trades & contractor invoices

    • Locksmiths

    • Plumbing, electrical & appliance repairs

    • Replacement of damage or missing items

    • Platform fees (Airbnb, Booking.com, VRBO)

    • Emergency contractor & trade costs

    • Materials, parts of equipment required to resolve an issue

    Wai Tui Villas does not add hidden markups to third-party costs.

BOOKING & REVENUE OPPORTUNITY

FOR CLOUD 9 PROPERTIES

Cloud 9 properties already present strongly, but premium presentation alone does not guarantee bookings. To perform consistently, each property needs proactive pricing, forward planning, market comparison, calendar flexibility and regular visibility across both booking platforms and social media.

REVENUE GAP OPPORTUNITY

Many management models rely on PMS markups, additional service costs and layered deductions. These can increase the guest-facing price while reducing the owner’s net return & bookings.

Wai Tui Villas focuses on reducing unnecessary revenue leakage through transparent pricing, no PMS markup and a lower 12% management fee for Cloud 9 properties.

  • • Market comparison ahead of time
    Cloud 9 properties appear strong in presentation, but pricing needs to be reviewed against comparable properties well ahead of each season. This allows the property to remain competitive before demand shifts, rather than reacting once the season has already slowed.

    • Weekly and monthly pricing incentives
    There appears to be an opportunity to utilise platform pricing tools more effectively, including weekly and monthly discounts, strikethrough pricing and longer-stay incentives. These can help make the listing more attractive when guests are comparing similar properties.

    • Reduced calendar restrictions
    There are currently days showing as unavailable due to “host unavailable to check in guests on this day.” This limits booking opportunities and can reduce occupancy. With stronger guest communication, self-check-in processes and operational support, these restrictions can often be reduced or removed.

    • Better use of unique property features
    The properties have strong individual features, but these need to be used more consistently in listing content and social media. Each property should have its own clear positioning so guests understand why it is worth booking.

    • Weekly social media visibility
    The Cloud 9 social media page could work harder as a visual extension of the guest experience. Repetitive reels, property feature highlights, guest-experience content and real-time showcasing of each home can help build traction, trust and interest both directly and through booking platforms.

    • Forward planning for winter and off-peak periods
    Winter and off-peak bookings need to be planned well in advance. Ideally, pricing and promotional strategies should be reviewed 7–9 months ahead so early-bird bookings can be encouraged and gaps can be filled before the slower season arrives. This can also be achieved with social media promotions.

SERVICE GUIDELINE

This guide is a complete outline of how Wai Tui Villas manages the property and what services can be expected. It sets clear expectations for both properties, supports alignment and trust, and helps maximise results.

Specific terms, fees, payment terms, KPI’s and exit conditions are confirmed separately between Wai Tui Villas and the owner.