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Frequently Asked Questions

Have a question regarding short letting? You can find your answers below.

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General Details

Pass the Keys is for anyone with a rental property who wants to achieve the highest potential income without compromising on safety, regulatory compliance and quality. You could be managing the property yourself, wanting to change from another agency or an investor looking to optimise yield by switching from long-letting.
Pass the Keys offers a comprehensive hospitality management package which includes: - Listings on 20+ platforms including Airbnb and Booking.com - Pricing optimisation - Booking management - Guest vetting - Remote check-in - 24/7 guest support - Cleaning and laundry services We take the hassle out of short-letting!
You will have access to all information regarding your listing through the Pass the Keys Client Portal, including income, and reviews. We provide full transparency on how we work to achieve your goals.
In order to optimise the guest and host experience, Pass the Keys does not operate personal check-ins. We quickly found that meet-and-greets are generally complex, aggravating, and uncomfortable experiences! Guests are often late, change their plans, or are simply tired and feel unsettled during a personal check-in. Back in 2016 Airbnb itself began recommending that hosts use keysafes to run remote check-ins. In fact, in order for your property to qualify as ‘business ready’ on Airbnb - which helps to boost occupancy rates - remote check-ins are now required.
To get the ball rolling, simply give us your details via the form found on our website (click on the 'calculate your income' button) or call us directly on 020 8050 2818. Our lovely specialists will be able to explain our services, walk you through the process, and provide you with an estimate of how much your property can make through short-term letting. If needed, we can schedule a visit to your home as well.
Unfortunately, in order to be able to deliver the excellent guest experience that is required of us by all stakeholders, Pass the Keys will need to take control of your Airbnb account. This is a positive though as we will retain all the review scores you’ve worked hard to acquire! You will need to set up a new account though if you wish to travel with Airbnb.
Hosts can cancel at any time, subject to the specified minimum notice period in your contract.
You will receive your income directly from Airbnb within 24hrs of the guests arriving at your property. Other platforms may differ in how they process payouts, so please ask our specialists for specifics.
During your onboarding process we will ask you to send us three sets of keys. Two of these we store, and the other is placed in a secure keysafe for guest use. To check-in, guests enter a code on the keysafe, collect the keys, and are then able to access property.
Your short-term letting earnings depend on your location, property type, seasonality, and local demand. Use Pass the Keys income calculator to get a tailored estimate, or schedule a property visit with your local specialist.
The majority of our clients choose Pass the Keys because they cannot do the work associated with short-letting (e.g. they are travelling), they do not want to do it (there is a lot of elbow grease involved), or they feel there would be a financial benefit if we were to do it. We estimate that for a beginner, one full-time short-let property can create up to 30 hours per month of work. At Pass the Keys, we'll do all that work, for a cut of the booking revenue. For many, this makes good sense. What's more, because we have over a decade of hosting experience and relationship with Airbnb, and have specialist departments in-house, we can often increase our hosts' gross booking values by more than our fees. So our hosts often end up financially ahead, whilst also not having to do any of the work!
As with any safe, a very determined person with the right kind of tools might be able to access it. However, we mitigate this risk by ensuring that the safe is not installed in a location which makes it obvious which property it belongs to, and that your key-ring is not marked with the property address. Our keysafes are used by all Pass the Keys clients, and there have been no security issues to date.
Everything in life carries risks, and renting out your property is no different. At Pass the Keys we add extra levels of security beyond what's provided by short-letting platforms. We vet all guests, we don't take 2-night bookings on weekends (this largely removes the chance of parties), and we provide additional Guardhog insurance as part of our service for full-time clients, so if something does go wrong, you're covered. For more information on our insurance provisions, call our host advisors on 0208 050 2818.
The standardisation of our service model allows us to support you promptly and efficiently, maximise your occupancy rate, and generate the highest possible income from your property. As such, we cannot make special arrangements on a per-property basis. We are always eager to improve our overall offering, however, so please don’t hesitate to suggest ideas!
As a Hospitality company, we’ll do everything we can to ensure your guests have a great experience. This starts from the moment a potential guest makes their first enquiry. We provide a 24/7 guest support service, a streamlined check-in procedure, and always strive to communicate as clearly and efficiently as possible. We send email communication to confirm bookings, provide arrival info and request reviews after their stay.
You can begin using our management service within only a few days of signing up. We just need time to prepare your listing.
A keysafe is a tiny, secure metal safe that is accessed by a combination lock. We generally install them on a wall or railing within a 3-minute walk of your property, or on the property itself. Your guests will be given clear guidance on how to access the keys. Keysafes have been used in the hospitality industry for over 30 years, and are already employed by millions of hosts all over the world, including every single Pass the Keys client. The benefits come at check-in. Guests have the flexibility to arrive as and when they like. It works particularly well for tourists or business travellers who may arrive at the property through the night after a long-haul flight and simply want to access the property and rest.
We offer a fully managed service — from listing creation and dynamic pricing to guest communication, cleaning, and key handling — so you don’t have to lift a finger.
We operate in over 64 locations across the UK and Spain, including major cities and tourist destinations like London, Edinburgh, Oxford, Manchester, Costa del Sol and the Cotswolds.
We’re a UK-wide brand with local partners, combining national resources with local knowledge. We have dedicated account managers in Airbnb and Booking.com so we have access to valuable information on how best to position listings to take advantage of trends. You get full transparency and access to your performance data via our dashboard.
We offer flexible terms with no long-term lock-in. Most of our hosts stay with us because of the results we deliver. Your local partner will share your contract and details based on your requirements and property.
- Visit www.passthekeys.com/contact - Email: info@passthekeys.com - Call: Listed by region on the contact page
Founded in 2015, Pass the Keys set out to simplify short-let property management. Recognising a need for reliable and high quality host and guest services, we launched a streamlined solution for property owners. By franchising, we built a network of local experts dedicated to their communities. Today, Pass the Keys leads the UK in short-let management, known for quality, innovation, and exceptional service for both hosts and guests. Pass the Keys also operate in Spain since 2022.
Effective, proactive stewardship of your assets is at the heart of everything we do. We have developed a guest screening partnership with Truvi and our cleaners also take before and after photographs of each stay to identify any damage or areas of concern and notify the Host immediately. Airbnb also provides protection for hosts through a program called AirCover for Hosts, which includes two main components: 1. Host Damage Protection: This is what was formerly known as the "Host Guarantee." It reimburses you for damage to your property and belongings caused by a guest during an Airbnb stay. The maximum coverage amount for this is up to $3 million USD. 2. Host Liability Insurance: This is a separate program that covers you if a guest gets hurt or their belongings are damaged while at your place and you are found legally responsible. The coverage amount for this is up to $1 million USD.
We use a combination of real-time market data and AI-powered dynamic pricing tools to ensure your property achieves maximum occupancy and nightly rates.
Our management fees vary by location and service level. Fees are commission-based and include VAT. We’ll provide full transparency before you sign up.
Our full-service package includes: - Professional photography - Listing setup on major platforms - Guest screening & communication - Dynamic pricing - Key exchange or smart lock setup - Hotel-quality cleaning & laundry - Property maintenance coordination - 24/7 guest support
No. We manage all guest communications, check-ins, and issues on your behalf.
Yes. You can block off any dates for personal use via our Host Dashboard on the Client Portal.
Some cities and councils require short-let licences (e.g., Edinburgh, London). We can guide you through any local compliance requirements.
We recommend maintaining your own short-let insurance. Airbnb and some platforms provide Host Guarantees, but these do not replace comprehensive cover and will only provide cover while guests are staying or have stayed.
Yes. We can advise on required equipment such as smoke alarms, CO detectors, and fire safety signage.
We list your property on leading booking platforms including: Airbnb Booking.com Vrbo Expedia HomeToGo Google Holidu Blueground Homelike PlumGuide Rentals United Situ And of course on our website at book.passthekeys.com!
We use platform-level checks, guest reviews, and internal screening procedures to minimise risk. We also utilise an external partner called Truvi to undertake guest verification.
Our team provides 24/7 guest support, and we have systems in place to respond to lockouts, noise complaints, or urgent maintenance issues.
Yes. You’ll have access to your own Host Dashboard with real-time data on bookings, revenue, calendar availability, reviews, and guest communication.
You are typically paid every couple of weeks for the bookings that have checked out in that period, minus management fees and any approved costs. Airbnb will pay you directly approximately 24 hours after the guests check in.
At Pass the Keys, we work with two client types: full-time and part-time.

Full-time clients short-let their property most of the year, often replacing traditional lettings like ASTs. Once limited to holiday homes, this model is now widely accessible thanks to platforms like Airbnb and services like ours. Clients switch from ASTs to short-letting for flexibility and higher earnings. Even at 75% occupancy, owners can still access their property seasonally. Short-let guests pay more per night, so even after service fees, landlords often earn more. We monitor your property's performance to ensure it always beats long-let benchmarks. Part-time clients live in their property most of the year but use short-letting to earn income while it’s vacant. This turns downtime into revenue. Try our free income calculator on the homepage to see your earning potential.

Onboarding Details

Once you hire Pass the Keys to manage your property, you'll be able check up on your property through our Client Portal app. After each guest stay we'll arrange a thorough clean and upload photos of your property to the app so that you can check everything is up to standard.
The very first clean of your property would be paid by you. However, all further cleans are paid for by guests and are added to the cost of their stay. This is paid to you and invoiced by us to pass to the cleaners and linen providers in a form of disbursement. The cleaning cost depends on the number of rooms in the property, and its location.
At Pass the Keys we only use professional photographers. As part of the ‘onboarding’ process, your account manager will arrange a suitable time to take photographs of your property. High quality photos are crucial to success on any short-letting platform, so we take this part very seriously. If you feel you already have, or are able to take, professional quality photos, please speak with your host advisor. They can be reached on 0208 050 2818.
After signing up, our clients are assigned an account manager, and begin our ‘onboarding' process. 'Onboarding' is our term for getting your property ready to let. We'll arrange professional photography for your property, organise an initial clean, and install a keysafe. We'll get to know the nuances of your property, so that we can effectively troubleshoot issues if and when they arise. Onboarding ordinarily takes 14 days, but if you are in a hurry, our record is a single day!
Our service is as hassle-free as possible, so not much! We provide linen and towels, hotel-quality toiletries, professional photographs of your property, and a preparatory cleaning service. All you need to do is check that your property is equipped with the fundamentals (e.g. functioning WiFi, smoke detector, kettle etc.). Beyond these, sprucing up your property a little can help to boost your income, but is not essential. Give us a call for more details on the fundamentals and tips on how to make your property as attractive as possible.
We don’t provide the cleaning services directly. Depending on the area, we contract cleaning companies or freelance cleaners. Cleaners are selected by the territory owner and monitored carefully. If a job is not completed on time, the local partner is alerted and ensures the problem is rectified.
'Onboarding' is our term for getting your property ready to host. Currently, our clients use an online checklist, which they can work through in their own time. If at any point you become stuck, your account manager will be able to help you move forward.
Visit www.passthekeys.com, select your location, and book a free call or property assessment with your local partner.
Onboarding typically takes 1–2 weeks, depending on the property’s readiness. This includes inspection, photography, and listing creation.
Yes. Many of our local partners offer support with furnishing, refurbishing, and styling to get your home guest-ready and maximise bookings.

Property Details

While we don't provide furniture ourselves, we’re always happy to lend our expertise to help maximise the value of your property on short-let platforms. Practical choices like where to put toiletries, or how to stack chairs, can make all the difference!
We use portable or wall mounted keysafes in conjunction with smart locks, so guests can check in at any time of the day and night. Our keysafe is a secure, police approved lockbox and has been used by every Pass the Keys client to date. Keysafes make check-ins more flexible for guests, and are especially attractive to business travellers. They're a prerequisite for getting your property classed as 'business ready' on Airbnb.
Should you want to make use of your property you will be able to block out dates through the Client Portal. The property will then be unavailable for guests to book during those dates.
Absolutely! Just let us know, and we will apply them on top of our standard house rules. As a default, we do not allow guests to make excessive noise or smoke within your property.
Pricing your property correctly is key to ensuring long-term success. At Pass the Keys we use a combination of computer-based pricing algorithms, and human intervention. We use a wealth of data to establish an initial pricing for your property, but subsequently consider season-changes, local events and competition to dynamically optimise price levels. We additionally ask each client if they would like to set a minimum and maximum price-per-night. Once your price is set, and your property is put live, we monitor the rate of incoming bookings, as this is the real indicator of whether it has been priced correctly. Our system will recognise if your property is not being booked quickly enough, or is being booked to quickly, and will send an alert for human intervention.
Effective, proactive stewardship of your assets is at the heart of everything we do. We have developed a guest screening partnership with Truvi and our cleaners also take before and after photographs of each stay to identify any damage or areas of concern and notify the Host immediately. Airbnb also provides protection for hosts through a program called AirCover for Hosts, which includes two main components: 1. Host Damage Protection: This is what was formerly known as the "Host Guarantee." It reimburses you for damage to your property and belongings caused by a guest during an Airbnb stay. The maximum coverage amount for this is up to $3 million USD. 2. Host Liability Insurance: This is a separate program that covers you if a guest gets hurt or their belongings are damaged while at your place and you are found legally responsible. The coverage amount for this is up to $1 million USD.
If your property becomes unavailable all you need to do is let us know and we’ll take care of the rest. We usually ask for notice so that we can manage any bookings or outstanding jobs. We understand circumstances change and the property might not be available in the near future, so we have the option for hosts to either offboard (if their property will be permanently unavailable) or temporarily suspend (if their property could become available in the near future).
We have a number of systems in place to check the quality of the cleans. The most reliable is to ask guests for live feedback. When guests check in to your property, our system will send them a text message asking them to rate the cleanliness. If they respond with a score below ⅘, the guest experience team will be alerted, and action will be taken to rectify the problem.
We have a dedicated revenue management team who monitor your Airbnb (and Booking.com, VRBO, etc.) listing performance on a daily basis and apply a dynamic pricing strategy to fill any open dates or last-minute cancellations.
Your occupancy rate (OR) is the percentage of available nights your property is booked for. For instance, if your property was available for 100 nights, and booked for 75 of them, you would have a 75% occupancy rate. With short-letting there are always going to be gaps between tenancies, but it's our job to keep them short. We recognise that a high occupancy rate is the key to a happy host, and we are proud to say our managed properties significantly outperform the global Airbnb portfolio. OR is a difficult thing to master because it is determined by a variety of factors. There are internal factors, such as property size, interior quality, photographs and pricing. There are also external factors, such as time of year, local events, and competition. If the OR for a property is very high, however, that can be a sign that it is being priced too low, and that there is room for higher overall earnings. That's why at Pass the Keys we use a combination of inhouse dynamic pricing algorithms and human intervention to achieve the best balance of occupancy and average daily rate.

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