Repairs & Maintenance

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 (where applicable)

• 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:

• If owner has opted out - Consumable items missing requiring to be topped up urgently e.g. Coffee Pods, tea, coffee, sugar, shampoo, etc

• Removing excess garbage

Please note that PHH Staff are unable to assist with the following:

• Arranging repairs over $300

• Scheduling one off or ongoing maintenance (except gardening / pool / spa servicing)

• 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)

• Ordering additional bins from council

• 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