Airsorted
24/7 Concierge Services
24hr Check-In
Cleaning & Housekeeping
Client Account Management
Guest Checkout
Guest Communications
Guest Screening
Key Exchange
Linen Laundering Services
Linen Rentals
Listing Creation
Listing SEO
Marketing & Advertising
Photography
Price Optimization
Property Maintenance Services
Shopping & Restocking
Welcome Gifts & Offerings
Writing Guest Reviews
Best thing about Houst were the promises!
The best thing about Houst were all the promises. Great promises from sales team, incredible promises from onboarding team. But after that—things went horribly wrong for me. The issues were impacting every aspect of service delivery by Houst: cleaning, account management, communication with guests, posting reviews, and even closing the account. Cleaning was not done to the professional standards promised. Some examples of problems are: toilet not being cleaned, work surfaces not cleaned, hoovering not being done properly, rubbish bin not emptied, dirty linen from previous guest being left behind on the property on multiple occasions, not enough towels supplied for the number of guests expected, wet plates, cups and cutlery being placed into kitchen cupboards. The problems with cleaning were so pervasive that I had to go and check my property after each clean and even spent time cleaning (to rectify issues)— so much for a hassle-free service! The response from Houst when I brought this up to their attention: “these are teething issues and thanks for bringing this up to our attention, it will get better” or “we judge the quality of the cleaning based on guest reviews.” Account management problems. My “dedicated” account manager misled me on multiple occasions about on-going issues (e.g, saying the professional photos of the property were done and are in the process of being reviewed when they were not taken yet). I had to use my own photos for the majority of hosting. He also ignored many of my emails and, even after escalation to his boss and lengthy conversations, things did not improve. The promised pricing strategy and minimum stay safeguards were not handled correctly either. Communication with guests was done so poorly by Houst that one of the guests complained about no response to their multiple emails and, because of that, downrated their review of the property. Plus, one guest had to be refunded a night because of poor service. And, speaking about posting reviews for guests, my account manager stated that it is done automatically. However, for the majority of the guests Houst did not write any reviews at all, until I pressed them to do so—so that it took 2 weeks before guests’ reviews appeared on my property’s profile. Meanwhile, Houst recommended to keep the prices for the property low because it was “new”. I signed a 1-year contract. I finished using the services after just over a month of failed promises and poor delivery. They are yet to pay me the leftover money they owe me after contract termination. And, even after account deactivation, my property is still hosted on Airbnb by Houst, even though I repeatedly asked them to delete it. They even had the nerve to ask me to contact Airbnb on their behalf to remove the property from Airbnb. Unfortunately, there are systemic problems with the way Houst operates. Use their services at your own risk. I would NOT recommend it to anyone unless they lower their expectations for their guest experience.
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Peace of mind with Houst
I have peace of mind with Houst as they look after all areas and communicate really well and if there are any issues with guests - they pretty much sort them out . I have been with them for 5 years now and really happy with the whole set up . Staff are really on it and quick to respond and help .
Useful 1
Good and Bad - rental property
Good and Bad I rented out my property with Houst whilst I was away. On the whole the property rented well and I was pleased with the amount of bookings around 55% capacity. However I did run into lots of operational issues. The cleans not being up to scratch and receiving negative reviews as a result. Often items left behind My must haves not being completed when locking up the property. After cleans items would be left all over the place and in random positions Full unwashed dishwasher so when guests arrive they have to do a wash. On return items missing like tv remote, cover for thermostat's along with mattress protectors. On the whole the guests were good quality one bad experience that houst were keen to complete the booking. I had a boiler issue that Houst team diagnosed and I arranged a repair as per the report this cost £300 and did not fix the problem, on a second call out with different boiler company it transpired that the report was incorrect and the parts that were changed are not correct so I had to pay again another £360. Highly annoying It was fine but I don’t think I would use them again. The operations seemed not to flow and it wasn’t exactly the lock up and leave i hoped for, I had to keep my eye on lots of things. They do respond to your requests but things that were put in place are not always followed. A so so experience
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1630 reviews
