Service scope / ledger

What the flat monthly fee covers

Five lines, one owner. Each row below states the scope, the cadence, and the point where we stop and ask you before acting. All figures in this section are sample data, dated March 2025.

  1. Pricing review

    Nightly rate and minimum-stay check against the local booking calendar. Every proposal arrives with a reason code and an effective date.

    Every 14 daysRate moves above 8% need your written approval

  2. Guest support

    Enquiry replies, check-in instructions and in-stay requests handled in a single thread per booking.

    Daily, 08:00 to 22:00Refunds and goodwill credits need your approval

  3. Maintenance

    Fault triage, scheduling of vetted contractors, and photo evidence of completed work filed to the property record.

    Reply within 4 working hoursJobs above UAH 3,500 need your approval

  4. Owner report

    Occupancy, net payout, maintenance log and open items, itemised and dated for your records.

    Monthly, by the 5thRead only, no approval needed

  5. Listing admin

    Listing copy, calendar sync, licence and utility records kept current across each property you hold.

    MonthlyContract changes need your approval

Maintenance jobs above the agreed threshold, refunds and contract changes always return to you. Compare the fee structure on the pricing page, or request a review of a property you own.

04 / Maintenance SLA

Repair tickets carry timestamps, not promises.

Every repair starts with a written request and ends with a closed ticket. First response target is four working hours. Request, approval, vendor and resolved times are printed into that month's owner report, so a boiler repair in March is still traceable in June.

  1. Requested

    The fault is logged

    A guest message or your own note opens the ticket with the room, the fault and the access details.

    09:20 / 12 Mar 2025 (sample)

  2. Owner approval

    Quote sits with you

    Work above the per-ticket threshold you set waits here. You see the vendor, the parts cost and the quote before anything is booked.

    14:05 / 12 Mar 2025 (sample)

  3. Vendor assigned

    Visit is booked

    The vendor window is confirmed with the guest. Any reschedule is recorded on the ticket rather than handled by phone.

    16:40 / 13 Mar 2025 (sample)

  4. Resolved

    Invoice closes it

    Photos, the invoice and hours worked close the ticket, then the line lands in the owner report with cost and elapsed time.

    11:10 / 14 Mar 2025 (sample)

Tickets without a reply from you stay in Owner approval and never turn into a surprise bill. The same rule covers pricing moves: they are proposed, priced and dated before they go live.

Raise a maintenance questionCheck what the monthly fee covers

03 / Guest support

Guest support desk

Messages are answered from 08:00 to 22:00 Kyiv time, seven days a week. Anything that arrives after hours is logged the same night and answered at 08:00, with a short note to the guest so they know when to expect us.

11 min

Median first reply across 142 enquiries. Sample data, March 2025.

Sample data, March 2025. Not live data.
StepTimestampState
Enquiry received14 Mar, 21:48Logged
First reply sent14 Mar, 21:568 min
Resolution confirmed15 Mar, 09:12Closed

Escalation path

  1. The desk answers the guest directly inside the reply window.
  2. Anything touching rate, refund or damage is sent to you for approval the same working day.
  3. An enquiry still open after 24 hours goes to the managing director.

Every message, reply time and escalation is logged in the monthly owner report. See how maintenance requests are handled under the maintenance SLA, or request a review for your property.

Property review

Request a review of your rental

We read your current nightly rate, booking calendar and maintenance history, then send a written summary of the changes we would make first. Rate changes and any work above the agreed threshold stay subject to your approval.

Request a property review Estimate the monthly fee

Flat monthly fee per property plus a one-time onboarding review fee. No percentage of booking revenue is charged.