Frequently asked Questions

Do I have to buy my own linen?

PHH will supply the sheets, pillow cases and towels for your property and it will be owned by PHH. You will need to purchase doona sets, mattress / pillow protectors and tea towels as per the setup checklist. 

Why do you have a laundry service?

Having control of the laundry ensures that we can meet the high standards expected by guests. Furthermore, booking websites introduced new standards of hygiene post Covid-19 which required us to have commercial laundry processes in place. 

How does the process work?

For Properties in the Jervis Bay area Housekeepers drop linen off to our office. 

Our driver picks up the bags and takes them to the facility where the bags of linen go through a strict checking process. When the linen comes out the flat sheets and pillow cases are pressed and folded whilst the other sheets, towels, etc are folded by hand. The facility is an industrial laundromat and the quality of cleaning is hotel quality (in fact some of the local hotels also use our supplier).

When the laundry is completed it is put into a clean bags. Our driver picks up the linen, returns it to the relevant office then the housekeepers pick it up when they drop off the next load of (dirty) linen.

For areas further out our housekeepers will drop / collect the linen from an agreed commercial laundromat.

What are the benefits of the PHH laundry service?

The PHH linen service offers high quality laundering of linen:

• All linen is sterilised (to covid-19 cleaning standards)

• Flat sheets and pillow cases are pressed and folded

• Towels are fluffy and rolled 

Please note that doona covers and fitted sheets are unable to be pressed.

Is the linen service mandatory?

It is mandatory for all properties.

How much will I be charged?

85% of the guest linen fee is paid to PHH with 15% going to you. There are no PHH Management fees charged on the guest linen fee.

How will I be charged for the service?

The 85% fee will be collected by PHH with the remainder being applied as income in your account.

What happens if my (non PHH) linen is lost?

If you have experienced a loss of linen it is likely to have been due to damaged linen being disposed of. Linen designed for use in domestic situations is likely to require replacing in around 12 months and as such it will be disposed of if not usable. Staining can also require linen to be disposed of. If your linen supply is running low you will be asked to purchase additional linen.

As per our agreement PHH accepts no liability for lost items at your property, including linen. We require all owners to have adequate insurance to protect themselves from loss at their properties.

How do you re-coup the costs of the linen service?

We add a fee per guest which covers the linen fees.