Frequently Asked Questions

RG Stays provides end-to-end short-term rental management. We manage the day-to-day operation of the property, including booking management, guest communication, check-in and check-out support, cleaning coordination, property inspections, maintenance coordination, listing management and guest issue resolution.

RG Stays handles guest questions, requests and issues throughout their stay, so the owner does not have to deal with routine guest communication.

RG Stays manages the day-to-day short-term rental operation on your behalf, coordinating the different elements required to keep the property operating effectively.

RG Stays assesses properties across its current target locations in the East of England, East Midlands, North, West Midlands, Wales, London and Oxford. Visit Area Guides for the complete current location list, or request a free property evaluation so we can consider your property and management requirements.

Owner payments are handled monthly. The accompanying statement clearly shows the relevant booking income, guest cleaning charges, deductions, management fees and owner payment for the period.

Our management fees and applicable charges are agreed before management begins. Property setup, maintenance, third-party and guest-related charging arrangements are explained clearly, so you know what RG Stays manages and what remains the owner's responsibility.

An initial onboarding fee applies for the setup and launch process. Owners also fund any furniture, decorating, professional photography, improvements or other property works needed to prepare the property. Requirements are identified and discussed clearly before work begins.

Yes. Before accepting guests, the property must meet the relevant safety, compliance and readiness requirements. These can include gas and fire safety, smoke and carbon monoxide detection, safe escape routes, suitable fire-fighting equipment, fire-safe furnishings and general guest readiness. RG Stays helps identify and coordinate the areas requiring attention.

We assess each property individually. It should have the relevant safety requirements, suitable furnishings, essential amenities, reliable Wi-Fi, guest-ready equipment and an appropriate standard of presentation. The owner funds the property-related preparation, while RG Stays can help coordinate the agreed setup and launch work.

Cleaning charges are charged directly to the guest as part of the booking.

Maintenance is coordinated by RG Stays. When an issue is reported, we assess the problem and arrange the appropriate solution, using suitable contractors where required.

Property maintenance and repair costs remain the responsibility of the property owner unless otherwise agreed. RG Stays coordinates the process in accordance with the management agreement.

RG Stays can assess and arrange routine maintenance on the owner's behalf, with authority for routine maintenance spending up to £100 per calendar month. If urgent action is necessary to protect guests or the property, emergency expenditure may be arranged above that limit.

RG Stays uses appropriate booking procedures, guest screening, property checks and responsive issue management. Guests may also purchase damage protection for their stay, with the applicable protection amount determined by the booking arrangement.

RG Stays uses appropriate guest screening and booking procedures to help reduce the risk of unsuitable bookings.

Yes. Property checks are carried out following stays as part of the operating process. This helps identify damage, maintenance issues or missing items.

Guests may purchase damage protection as part of their stay. Depending on the applicable booking arrangement, qualifying damage may be covered by RG Stays up to an amount between £350 and £550, in line with the relevant terms. If qualifying damage exceeds that amount, any additional amount may be handled between RG Stays and the owner by agreement.

No. RG Stays operates on a monthly rolling basis, subject to the terms of the management agreement.

The management agreement sets out the applicable notice period for termination. The current agreement provides for 30 days' written notice.

If a property is not performing as expected, we treat it as a problem for both RG Stays and the owner. We review factors such as pricing, availability, listing presentation, demand and booking performance and work to identify potential improvements.

Owner stays can be accommodated subject to availability and the booking calendar. Any owner-use arrangements should be agreed with RG Stays in advance so that they can be managed around existing bookings.

RG Stays handles guest communication from booking through to check-out, including questions, requests and issues that arise during a stay.

RG Stays manages the property's short-term rental marketing and booking process across the appropriate booking channels.

RG Stays manages the short-term rental listing, including presentation, availability, pricing and ongoing optimisation.

RG Stays manages the guest check-in and check-out process using the agreed access arrangements for the property.

Where available, RG Stays may arrange services such as late check-in, early check-out or other guest requests. Applicable late check-in and early check-out service charges are retained by RG Stays.