What a short-let management agreement should cover

You've just listed your apartment on Airbnb and watched the bookings trickle in. After juggling three guest queries, a last-minute cancellation, and a cleaner who didn't show, you realise you can't manage this alone. A property manager could solve that—but you need to know exactly what you're signing up for.

A short-let management agreement is your legal and operational roadmap. It spells out who does what, when they do it, how much it costs, and what happens if things go wrong. Without clarity on these points, you'll discover gaps when a guest complains at midnight or your manager disappears mid-season.

Scope of services and what they actually handle

Managers offer wildly different packages. Some handle only guest communication and cleaning coordination. Others manage pricing, update listings across platforms, handle refunds, and organise maintenance. Your agreement must list every single task the manager will and won't do.

Ask specifically: who responds to guest enquiries and at what speed? Who decides pricing and adjusts for seasonality or events? Will they use dynamic pricing tools, or is it manual? Who arranges and supervises cleaning between guests? Who handles linen, towels and consumables—and who pays for them? Who takes photographs if the listing needs updating? Who manages your calendar across multiple platforms if you list on several, or will you do that yourself?

The clearer the list, the fewer surprises. If the agreement says "guest communication" but doesn't specify response times, you'll have a problem when a guest waits 12 hours for an answer.

Payment terms, fees and what's included or excluded

Most managers charge a percentage commission on each booking. Some add fixed monthly fees, cleaning markup, or charges for extra services like emergency maintenance. Your agreement should itemise every fee structure.

Clarify what's deducted before your payout: Does the manager take commission on the full booking amount, or only on your net after platform fees? If a guest cancels, does the manager still take commission? Who pays for repairs or damage beyond normal wear—you or the manager's insurance? If the manager arranges a plumber for a leak, do you reimburse them directly, or does it come out of your earnings? Are photography updates, listing rewrites, or special event pricing charged separately?

Read the fine print on payment frequency too. Do you get paid weekly, monthly, or at longer intervals? Can you request a statement anytime, or only at month-end? Poor payment terms can trap your cash in the manager's account.

Liability, property damage and insurance

If a guest damages your apartment, who pursues the claim—you or the manager? If the manager's negligence causes a problem (like failing to report a burst pipe), are they liable?

Your agreement should state clearly that the manager carries professional indemnity insurance and that you remain the property owner with ultimate responsibility. Ask whether the manager expects you to hold additional short-let insurance, or whether their systems integrate with your existing cover. Some managers require you to maintain landlord insurance; others work with holiday-let-specific policies. Clarify this in writing.

Also establish what "damage" means. Normal guest wear-and-tear is expected; vandalism or deliberate damage is not. The agreement should explain the process: how quickly the manager reports damage, whether they obtain quotes for repair, and whether they dispute dubious claims with guests.

Termination, dispute resolution and monitoring

What happens if the partnership isn't working? Can you terminate on notice, and how much notice? Is there a minimum contract period, or can either party exit whenever they choose? If you terminate, how quickly does the manager hand back access to your listing and guest records?

Include a clause about how disputes are resolved. Will you settle disagreements directly, via email, or through a third party? If a guest leaves a negative review and you and the manager disagree about fault, who decides what to do next?

Finally, specify how you'll monitor performance. Ask whether you get regular reports on bookings, occupancy rate, guest feedback, and expenses. Can you log in to see your own calendar and communications? Will the manager send you monthly summaries without you having to chase them?

Before signing, get the agreement in writing and read it cover to cover. If clauses are vague or contradict what the manager told you verbally, push back. A manager who won't clarify or negotiate reasonable terms is a red flag.

When you're ready to find someone, look for managers on Strove with verified reviews from other property owners—you'll see exactly how they've performed for people in your shoes.