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PHH does not charge fees for the following services:
Repairs due to guest damage (under $300) or excess cleaning - tradesperson fees charged to owner and costs charged to guest
Excess cleaning due to guest leaving property in poor condition - charged to guest
Excess cleaning due to a pet - charged to guest
Where possible PHH will charge the guest for additional fees. At PHH's discretion we may choose not to charge the guest if it is likely to result in a negative review.
In the event that the booking platform declines the request for additional payment or a chargeback is initiated by the guest, the costs are payable by the owner as per your agreement with us.
PHH charges additional fees for the following. Please refer to your owner agreement for rates:
Consumable items missing requiring to be topped up urgently e.g. Coffee Pods, tea, coffee, sugar, shampoo, etc
Inadequate amounts of linen requiring PHH staff to take linen to the property
Removing excess garbage
Please note that PHH Staff are unable to assist with the following:
Organising improvements or renovations to properties
Attending the property at the request of the owner e.g. to meet 3rd parties
Blocking stays on behalf of the owner (please use your owner portal)
Logging maintenance on behalf of the owner (please use your owner portal)
Ordering additional bins from council
Scheduling maintenance (except gardening / pool / spa servicing)
Ordering consumable items (unless urgently required by guest - billable to owner)
Arranging repairs over $300
Repairs not caused by a guest with a paid booking via PHH
Problems with an appliance such as a TV, dishwasher, fridge, oven, air conditioning, etc. (where the damage is not billable to the guest) - owner will be notified and required to repair / replace
Major Repairs / Improvements - owner responsibility
Property Maintenance - owner responsibility (lawn mowing / pool & spa services excepted)
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