Embedded Files
Complaints Process
It is critically important that neighbours understand that PHH is the managing agent for your property. As part of the short-term code of conduct we contact all neighbours to ensure they understand to contact us in the event of a noise or amenity issue.
In the event of a complaint we need educate neighbours to contact us as soon as possible so that we can contact the guest and resolve the issue promptly.
It is critically important, therefore, that you do not provide your contact details to neighbours. If provided with an owner's contact details neighbours will always try to contact the owner rather than the managing agent. This leads to unnecessary communication delays as well as the owner receiving stressful calls or texts that they do not need to deal with. If PHH is not informed by neighbours of an issue we cannot take action and the issue may get progressively worse.
If you have provided your details to other neighbours, please advise them of PHH's contact details and do not respond to their communications.
Neighbour Letter
For all neighbouring properties (bordering on yours), PHH sends a letter, as follows:
Dear Neighbour,
Under the Code of Conduct for the Short-term Rental Accommodation Industry we are required to inform you that the property at <insert address> is used as short-term rental accommodation.
The majority of our guests are families looking to get away and enjoy this beautiful part of the world. Tourists provide much needed income and employment to our communities.
You'll be pleased to know that we take the peaceful amenity of neighbours very seriously and we take a number of steps to ensure that our homes do not cause disturbance to neighbours:
All our properties have a strict no party policy. You will note that the party option on the booking websites is switched off and is written in the rules of each website listing
We charge a substantial bond or hold credit card details of guests for every booking
We have quiet hours from 10pm to 8am Mon-Thu and 11pm to 9am Fri & Sat.
All our listings specify that we only permit bookings from "mature, responsible individuals that will not cause disturbance to neighbours"
All guests must sign a detailed, 8 page rental agreement specifying our terms and conditions of booking
We fine guests if they hold a party, exceed our capacity or cause excessive amounts of noise
We have a cap on the number of adults of 2 adults per bedroom if the group is comprised solely of adults (inter-generational family groups excepted)
We provide specific rules on conduct with regard to guest capacity, pets, parking, garbage and numerous other requirements both within our rental agreement and our electronic guest guidebook.
We utilise sophisticated noise monitoring systems that immediately alert us so that we can mitigate noise issues.
We would also like to remind you that there is no law against guests having a good time, laughing, chatting and generally enjoying themselves. We expect the same respect shown towards our guests that you would have towards a neighbour or long-term tenant.
Should you need to contact us regarding this property please do so on: (02) 91944411 or XXXXX@professionalholidayhomes.com.au.
Our opening hours are 10am to 10pm 7 days a week. If you have an issue after 10pm please press the emergency option to be connected to an operator.
Regards,
Customer Service Team
Professional Holiday Homes
Noise Monitoring
It is compulsory for all properties with a guest capacity of 8 or more guests to have noise monitoring devices installed. These devices do not record conversations, they simply monitor the level of noise and alert us via email if noise goes above the threshold.
When PHH receives an alert we will contact the guest and warn them of the consequences of continued noise. If further noise alerts are received the guest will be contacted again and fined for the noise issue as per our rental agreement.
A secondary benefit to the noise monitoring devices is that they protect your property against vexatious complaints (which are sadly becoming more common). As the system keeps logs of noise data we can easily disprove vexatious complaints if they occur.
If you'd like to find out more about the devices we use, please click here.
Page updated
Report abuse